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|Title: ||Emotional intelligence in front-line/back-office employee relationships|
|Authors: ||Kearney, T.|
|Keywords: ||Citizenship behaviours|
Customer service employees
|Issue Date: ||2017|
|Publisher: ||© Emerald|
|Citation: ||KEARNEY, T. ...et al., 2017. Emotional intelligence in front-line/back-office employee relationships. Journal of Services Marketing, 31 (2), pp 161-171.|
|Abstract: ||Purpose—This research undertakes a simultaneous assessment of interdependence in the behaviours of front-line and back-office employees and their joint effect on customer-related organizational performance. It also tests for a moderating influence of the emotional intelligence of front-line salespeople and back-office employees.
Design/methodology/approach—The sample comprises 105 front-line sales employees and
77 back-office employees. The customer-related organizational performance data come from a U.K. business-to-business (B2B) electronics company. With these triadic data, this study uses partial least squares to estimate the measurement and structural models.
Findings—Salespeople’s customer orientation directly affects customer-related
organizational performance; the relationship is moderated by salespeople’s emotional
intelligence. The emotional intelligence of salespeople also directly affects the customer directed citizenship behaviour of back-office employees. Furthermore, the emotional intelligence of back-office staff moderates the link between the emotional intelligence of salespeople and back-office staff citizenship behaviour. Back-office staff citizenship behaviour in turn affects customer-related organizational performance.
Originality/value—The emotions deployed by employees in interactions with customers
clearly shape customers’ perceptions of service quality, as well as employee-level
performance outcomes. But prior literature lacks insights into the simultaneous effects of front-line and back-office employee behaviour, especially in B2B settings. This article addresses these research gaps by investigating triadic relationships—among back-office employees, front-line employees and customer outcomes—in a B2B setting, where they are of particular managerial interest.|
|Version: ||Accepted for publication|
|Publisher Link: ||http://dx.doi.org/10.1108/JSM-09-2016-0339|
|Appears in Collections:||Published Articles (Business School)|
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