Jul 31st, 10:15 AM - 11:15 AM


Enhancing Workers' Attitudes towards their Jobs through Customer Orientation: A structural equation modelling approach


This article contributes to the knowledge of how empowerment, employee customer orientation (CO), job satisfaction, organizational commitment and job involvement relate to each other. The path model presents a driver of CO (empowerment) and the influence of CO on outcome variables. Data from 308 employees of 9 full-service restaurants is used for the structure equation modeling (SEM) analysis. The results indicate that empowerment plays a significant role on employee customer orientation and the latter positively affects employees’ responses to their jobs (job satisfaction, job involvement, and organizational commitment). Finally, important managerial implications are discussed and suggestions for future research are presented.