Exploring the associations between standards for service delivery (organisational culture), co-worker support, self-efficacy, job satisfaction and customer orientation in the real estate industry

Sandra Gountas, John Gountas, Felix Tinoziva Mavondo

Research output: Contribution to journalArticleResearchpeer-review

Abstract

The study examines the effects of organisational and individual factors of real estate agents on customer orientation. The organisational factors included are standards for service delivery (culture), supervisor support and co-worker support. The individual factors examined are self-efficacy and job satisfaction. The sample comprises 108 employees in the real estate industry. The moderating effects of job satisfaction and co-worker support between standards for service delivery and customer orientation and self-efficacy on the relationship between co-worker support and customer orientation offer new insights into the antecedents of customer orientation in a high-pressure selling-oriented industry, which have implications for staff selection and training and work organisation. This paper presents an original contribution to understanding the effects of individual and organisational characteristics on customer orientation.
Original languageEnglish
Pages (from-to)107 - 126
Number of pages20
JournalAustralian Journal of Management
Volume39
Issue number1
DOIs
Publication statusPublished - 2014

Cite this

@article{169e8ba672ea431d9e5517f691908e35,
title = "Exploring the associations between standards for service delivery (organisational culture), co-worker support, self-efficacy, job satisfaction and customer orientation in the real estate industry",
abstract = "The study examines the effects of organisational and individual factors of real estate agents on customer orientation. The organisational factors included are standards for service delivery (culture), supervisor support and co-worker support. The individual factors examined are self-efficacy and job satisfaction. The sample comprises 108 employees in the real estate industry. The moderating effects of job satisfaction and co-worker support between standards for service delivery and customer orientation and self-efficacy on the relationship between co-worker support and customer orientation offer new insights into the antecedents of customer orientation in a high-pressure selling-oriented industry, which have implications for staff selection and training and work organisation. This paper presents an original contribution to understanding the effects of individual and organisational characteristics on customer orientation.",
author = "Sandra Gountas and John Gountas and Mavondo, {Felix Tinoziva}",
year = "2014",
doi = "10.1177/0312896212468453",
language = "English",
volume = "39",
pages = "107 -- 126",
journal = "Australian Journal of Management",
issn = "0312-8962",
publisher = "SAGE Publications Ltd",
number = "1",

}

TY - JOUR

T1 - Exploring the associations between standards for service delivery (organisational culture), co-worker support, self-efficacy, job satisfaction and customer orientation in the real estate industry

AU - Gountas, Sandra

AU - Gountas, John

AU - Mavondo, Felix Tinoziva

PY - 2014

Y1 - 2014

N2 - The study examines the effects of organisational and individual factors of real estate agents on customer orientation. The organisational factors included are standards for service delivery (culture), supervisor support and co-worker support. The individual factors examined are self-efficacy and job satisfaction. The sample comprises 108 employees in the real estate industry. The moderating effects of job satisfaction and co-worker support between standards for service delivery and customer orientation and self-efficacy on the relationship between co-worker support and customer orientation offer new insights into the antecedents of customer orientation in a high-pressure selling-oriented industry, which have implications for staff selection and training and work organisation. This paper presents an original contribution to understanding the effects of individual and organisational characteristics on customer orientation.

AB - The study examines the effects of organisational and individual factors of real estate agents on customer orientation. The organisational factors included are standards for service delivery (culture), supervisor support and co-worker support. The individual factors examined are self-efficacy and job satisfaction. The sample comprises 108 employees in the real estate industry. The moderating effects of job satisfaction and co-worker support between standards for service delivery and customer orientation and self-efficacy on the relationship between co-worker support and customer orientation offer new insights into the antecedents of customer orientation in a high-pressure selling-oriented industry, which have implications for staff selection and training and work organisation. This paper presents an original contribution to understanding the effects of individual and organisational characteristics on customer orientation.

U2 - 10.1177/0312896212468453

DO - 10.1177/0312896212468453

M3 - Article

VL - 39

SP - 107

EP - 126

JO - Australian Journal of Management

JF - Australian Journal of Management

SN - 0312-8962

IS - 1

ER -