The DOI matches its Crossref record; 14 of the 14 references it cites were found in a registry or an index.
Principles and Principals: Do Customer Stewardship and Agency Control Compete or Complement When Shaping Frontline Employee Behavior?
Abstract
This article introduces customer stewardship control (CSC) to the marketing field. This concept represents a frontline employee's felt ownership of and moral responsibility for customers’ overall welfare. In two studies, the authors show that CSC is a more encompassing construct than customer orientation, which reflects a frontline employee's focus on meeting customers’ needs. They provide evidence that the former is more potent in shaping in- and extra-role employee behaviors. Moreover, they highlight how CSC operates in conjunction with an organization's agency control system: Stewardship's positive influence on in- and extra-role behavior is weaker in the presence of high agency control. They offer actionable advice about how to solve the resulting managerial control dilemma. Finally, the authors show that CSC depends on drivers that reside at the individual level (employee relatedness), the team level (team competence), or both levels of aggregation (employee and team autonomy). These findings show how to effectively design a frontline employee's work environment to ensure optimal frontline performance.
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Cites
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Ryan, R. M., & Deci, E. L. (2000) · American Psychologist · doi:10.1037//0003-066x.55.1.68 · Cited by 54,599
Agency Theory: An Assessment and Review
Eisenhardt, K. M. (1989) · The Academy of Management Review · doi:10.5465/amr.1989.4279003 · Cited by 13,338
Building a practically useful theory of goal setting and task motivation: A 35-year odyssey.
Locke, E. A., & Latham, G. P. (2002) · American Psychologist · doi:10.1037/0003-066x.57.9.705 · Cited by 7,766
Development of the Job Diagnostic Survey.
Hackman, J. R., & Oldham, G. R. (1975) · Journal of Applied Psychology · doi:10.1037/h0076546 · Cited by 7,246
Deci, E. L., Koestner, R., & Ryan, R. M. (1999) · Psychological Bulletin · doi:10.1037/0033-2909.125.6.627 · Cited by 7,176
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rwg: an assessment of within-group interrater agreement
James, L. R., Demaree, R. G., & Wolf, G. (1993) · Journal of Applied Psychology · doi:10.1037/0021-9010.78.2.306 · Cited by 2,221 · cited 1×
“…each supervisor rated more than one employee, we tested for possible statistical dependence in our data by computing an intraclass correlation statistic (ICC) that reflects the percentage of the total variance that can be attributed to differences across groups (James, Demaree, and Wolf 1993).”
Servant Leadership: A Review and Synthesis
van Dierendonck, D. (2011) · Journal of Management · doi:10.1177/0149206310380462 · Cited by 2,218
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Cited by
Chamberlin, M., Newton, D. W., & Lepine, J. A. (2017) · Personnel Psychology · doi:10.1111/peps.12185 · Cited by 532
Customer responses towards disabled frontline employees
Rosenbaum, M. S., Baniya, R., & Seger-Guttmann, T. (2017) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-08-2016-0133 · Cited by 40
Metadata
- Authors
- Schepers, J., Falk, T., de Ruyter, K., de Jong, A., & Hammerschmidt, M.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 2012-11
- Volume
- 76
- Issue
- 6
- Pages
- 1-20
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2156116542
- Cited by
- 340
- References
- 14
- FWCI
- 13.48
- Type
- journal article
- Language
- en
- Open access
- closed
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- Schepers, J., Falk, T., de Ruyter, K., de Jong, A., & Hammerschmidt, M. (2012). Principles and Principals: Do Customer Stewardship and Agency Control Compete or Complement When Shaping Frontline Employee Behavior? Journal of Marketing. https://doi.org/10.1509/jm.11.0112
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
