%0 Journal Article
%T Basic Assumptions of Service Employees: Influence on Job Performance and Market-oriented Behaviors
%A Olga Gjerald
%A Torvald Ogaard
%J International Journal of Business Administration
%D 2012
%I 
%R 10.5430/ijba.v3n6p1
%X Understanding what drives frontline service employees in their interactions with guests and customers is a focal question in service management. Employees¡¯ basic assumptions may determine employee performance and work behavior in several domains. This study investigates the relation of service employees¡¯ basic assumptions about customers and co-workers with subjective job performance and market-oriented behaviors of service employees. The study sample consists of 241 hotel employees. The analyses revealed that basic assumption about co-worker competence associated positively with customer intelligence generation, intelligence dissemination, and responsiveness. The basic assumption about customer control related positively with perceived customer-related performance but negatively with customer intelligence generation and responsiveness. The results of the study suggest that basic assumptions about co-workers can predict customer-related behavior; therefore, researchers should consider that the basic assumptions about customers significantly influence job performance towards customers.
%U http://www.sciedu.ca/journal/index.php/ijba/article/view/1897