Enhancing Contact Employees’ Fit With Their Environment and Willingness to Report Service Complaints

Achilleas Boukis; Giannis Kostopoulos; Ilianna Katsaridou; Kostas Kaminakis

doi:10.1007/978-3-319-10951-0_159

Enhancing Contact Employees’ Fit With Their Environment and Willingness to Report Service Complaints

Achilleas Boukis^*, Giannis Kostopoulos, Ilianna Katsaridou, Kostas Kaminakis

^*Corresponding author for this work

Marketing

Research output: Chapter in Book/Report/Conference proceeding › Chapter

Abstract

This study adopts a multilevel research design in order to illustrate the importance of supervisor’s adoption of Internal Market Orientation (IMO) for shaping positive employee consequences. The equity theory and the fit theory are integrated so as to provide the theoretical background of the impact of IMO on employees’ fit with their organization and their supervisor. Evidence is provided regarding the effect of IMO on employees’ perceptions of IMO as well as on different fit types and behaviours beneficial towards the firm and their supervisor (i.e. willingness to report service complaints).

Original language	English
Title of host publication	Developments in Marketing Science
Subtitle of host publication	Proceedings of the Academy of Marketing Science
Publisher	Springer Nature
Pages	419-427
Number of pages	9
DOIs	https://doi.org/10.1007/978-3-319-10951-0_159
Publication status	Published - 2015

Publication series

Name	Developments in Marketing Science: Proceedings of the Academy of Marketing Science
ISSN (Print)	2363-6165
ISSN (Electronic)	2363-6173

Bibliographical note

Publisher Copyright:
© 2015, Academy of Marketing Science.

Keywords

Complaint Management
Customer Complaint
Equity Theory
Internal Marketing
Service Recovery

ASJC Scopus subject areas

Strategy and Management
Marketing

Access to Document

10.1007/978-3-319-10951-0_159

Cite this

Boukis, A., Kostopoulos, G., Katsaridou, I., & Kaminakis, K. (2015). Enhancing Contact Employees’ Fit With Their Environment and Willingness to Report Service Complaints. In Developments in Marketing Science: Proceedings of the Academy of Marketing Science (pp. 419-427). (Developments in Marketing Science: Proceedings of the Academy of Marketing Science). Springer Nature. https://doi.org/10.1007/978-3-319-10951-0_159

Boukis, Achilleas ; Kostopoulos, Giannis ; Katsaridou, Ilianna et al. / Enhancing Contact Employees’ Fit With Their Environment and Willingness to Report Service Complaints. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer Nature, 2015. pp. 419-427 (Developments in Marketing Science: Proceedings of the Academy of Marketing Science).

@inbook{488a3f79397b43868d6fcb31184104c3,

title = "Enhancing Contact Employees{\textquoteright} Fit With Their Environment and Willingness to Report Service Complaints",

abstract = "This study adopts a multilevel research design in order to illustrate the importance of supervisor{\textquoteright}s adoption of Internal Market Orientation (IMO) for shaping positive employee consequences. The equity theory and the fit theory are integrated so as to provide the theoretical background of the impact of IMO on employees{\textquoteright} fit with their organization and their supervisor. Evidence is provided regarding the effect of IMO on employees{\textquoteright} perceptions of IMO as well as on different fit types and behaviours beneficial towards the firm and their supervisor (i.e. willingness to report service complaints).",

keywords = "Complaint Management, Customer Complaint, Equity Theory, Internal Marketing, Service Recovery",

author = "Achilleas Boukis and Giannis Kostopoulos and Ilianna Katsaridou and Kostas Kaminakis",

note = "Publisher Copyright: {\textcopyright} 2015, Academy of Marketing Science.",

year = "2015",

doi = "10.1007/978-3-319-10951-0_159",

language = "English",

series = "Developments in Marketing Science: Proceedings of the Academy of Marketing Science",

publisher = "Springer Nature",

pages = "419--427",

booktitle = "Developments in Marketing Science",

address = "United States",

}

Boukis, A, Kostopoulos, G, Katsaridou, I & Kaminakis, K 2015, Enhancing Contact Employees’ Fit With Their Environment and Willingness to Report Service Complaints. in Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Developments in Marketing Science: Proceedings of the Academy of Marketing Science, Springer Nature, pp. 419-427. https://doi.org/10.1007/978-3-319-10951-0_159

Enhancing Contact Employees’ Fit With Their Environment and Willingness to Report Service Complaints. / Boukis, Achilleas; Kostopoulos, Giannis; Katsaridou, Ilianna et al.
Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer Nature, 2015. p. 419-427 (Developments in Marketing Science: Proceedings of the Academy of Marketing Science).

Research output: Chapter in Book/Report/Conference proceeding › Chapter

TY - CHAP

T1 - Enhancing Contact Employees’ Fit With Their Environment and Willingness to Report Service Complaints

AU - Boukis, Achilleas

AU - Kostopoulos, Giannis

AU - Katsaridou, Ilianna

AU - Kaminakis, Kostas

PY - 2015

Y1 - 2015

N2 - This study adopts a multilevel research design in order to illustrate the importance of supervisor’s adoption of Internal Market Orientation (IMO) for shaping positive employee consequences. The equity theory and the fit theory are integrated so as to provide the theoretical background of the impact of IMO on employees’ fit with their organization and their supervisor. Evidence is provided regarding the effect of IMO on employees’ perceptions of IMO as well as on different fit types and behaviours beneficial towards the firm and their supervisor (i.e. willingness to report service complaints).

AB - This study adopts a multilevel research design in order to illustrate the importance of supervisor’s adoption of Internal Market Orientation (IMO) for shaping positive employee consequences. The equity theory and the fit theory are integrated so as to provide the theoretical background of the impact of IMO on employees’ fit with their organization and their supervisor. Evidence is provided regarding the effect of IMO on employees’ perceptions of IMO as well as on different fit types and behaviours beneficial towards the firm and their supervisor (i.e. willingness to report service complaints).

KW - Complaint Management

KW - Customer Complaint

KW - Equity Theory

KW - Internal Marketing

KW - Service Recovery

UR - http://www.scopus.com/inward/record.url?scp=85125057205&partnerID=8YFLogxK

U2 - 10.1007/978-3-319-10951-0_159

DO - 10.1007/978-3-319-10951-0_159

M3 - Chapter

AN - SCOPUS:85125057205

T3 - Developments in Marketing Science: Proceedings of the Academy of Marketing Science

SP - 419

EP - 427

BT - Developments in Marketing Science

PB - Springer Nature

ER -

Boukis A, Kostopoulos G, Katsaridou I, Kaminakis K. Enhancing Contact Employees’ Fit With Their Environment and Willingness to Report Service Complaints. In Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer Nature. 2015. p. 419-427. (Developments in Marketing Science: Proceedings of the Academy of Marketing Science). doi: 10.1007/978-3-319-10951-0_159

Enhancing Contact Employees’ Fit With Their Environment and Willingness to Report Service Complaints

Abstract

Publication series

Bibliographical note

Keywords

ASJC Scopus subject areas

Access to Document

Fingerprint

Cite this