Role of Identification in Motivating Employee’s Prosocial Behaviour Within Employee-Customer Dyad
This paper focuses on the ways of motivating prosocial behavior of employees towards their customers. We centre our discussion around the topic of individual identification (through revealing the name, sharing a photo and a personal story) in the employee-customer dyad and the mechanisms through which it influences the prosocial behavior.We distinguish between the effect of making the customer identifiable by the employee and the employee by the customer and argue that these two ways of identification have different behavioral impact.The results of the real-effort experiment support the proposition that the exposure to the information about the individual customer leads to the prosocial behavior focused on increasing the utility of the output for the customer. At the same time opening employee's identity to the customer crowds in the image-related motives and steers the employee's behavior towards signalling the effort, which can have a negative impact on customer's utility
Year of publication: |
2020
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Authors: | Galak, Oksana |
Publisher: |
[2020]: [S.l.] : SSRN |
Subject: | Leistungsmotivation | Work motivation | Soziales Verhalten | Social behaviour | Mitarbeiterbindung | Employee retention | Arbeitszufriedenheit | Job satisfaction | Verkaufspersonal | Salespeople |
Description of contents: | Abstract [papers.ssrn.com] |
Saved in:
Extent: | 1 Online-Ressource |
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Series: | |
Type of publication: | Book / Working Paper |
Language: | English |
Notes: | Nach Informationen von SSRN wurde die ursprüngliche Fassung des Dokuments March 16, 2016 erstellt Volltext nicht verfügbar |
Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012826473
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