@article{2014:dettmers:job_defini,
title = {Job definitions and service behaviour. An investigation among technical service employees},
year = {2014},
note = {Service organizations try to control the service behavior of employees
using formal guidelines, training and instructions. However, the
specific actions that are performed during the service encounters are
predominantly under the discretion of the individual frontline
employee. Therefore, the employee’s idiosyncratic perception of the
job, the subjective job definition, may significantly influence the
behavior shown in the service encounter. Based on existing approaches
on job definitions with regard to proactive, citizenship, prosocial
and safety behavior this paper proposes a method to assess the
subjective customer related job definition of service employees in the
technical industries. The results of a survey in 49 small technical
service organizations indicate good psychometric properties of the
measure. A second study including a survey in 20 service organizations
and a customer survey reveals that the customer related job
definitions of service employees are associated with the service
behavior as perceived by the customers. The findings underline the
importance of subjective job definitions of service employees for the
achievement of effective service behavior. Assessing and changing
customer related job definitions may be a promising way to improve
service quality.},
journal = {mrev management revue},
pages = {248--262},
author = {Dettmers, Jan},
volume = {25},
number = {4}
}