Network Strength in Service Employee Teams: Implications for Information Processing and Customer Orientation

Bülent Mengüç, Simon J. Bell, Seigyoung Auh, Jan B. Heide, Omar Merlo, Paul Tracey

    Research output: Chapter in Book/Report/Conference proceedingChapter

    Abstract

    Using the extant literature on social networks and organizational learning, and drawing from the available work on social networks in marketing, we propose a model of vertical and horizontal network relationships among boundary spanning service employees, the climate of communication openness, information processing, customer orientation and the customer orientation of retail stores. The model is tested using a sample of 413 service employees within a national retail organization comprising 112 stores. The model is largely supported by the data. Implications for management and further research are discussed.

    Original languageEnglish (US)
    Title of host publicationDevelopments in Marketing Science
    Subtitle of host publicationProceedings of the Academy of Marketing Science
    PublisherSpringer Nature
    Pages331
    Number of pages1
    DOIs
    StatePublished - 2015

    Publication series

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

    Keywords

    • Communication Openness
    • Extant Literature
    • Information Processing
    • Organizational Learning
    • Social Network

    ASJC Scopus subject areas

    • Marketing
    • Strategy and Management

    Fingerprint

    Dive into the research topics of 'Network Strength in Service Employee Teams: Implications for Information Processing and Customer Orientation'. Together they form a unique fingerprint.

    Cite this