PropertyValue
?:abstract
  • This study represents a scholarly endeavour to explore the effects of Covid-19 perceptions on customer orientation via job insecurity, burnout and workplace motivation alongside generational effects non-equivalency amongst a sample of customer service employees working in different businesses located in three countries in the MENA region We received 752 responses composed of three generations (i e X, Y, and Z) that were analysed mainly using Partial-Least-Square Structural Equation Modelling (PLS-SEM) approach and that included path and multigroup analyses Our results show that intense Covid-19 perceptions have indirect adverse effects on customer orientation via a sequence of mediators comprising job insecurity, burnout and workplace motivation Non-equivalency is spotted across generations regarding the relationships between job insecurity and burnout, burnout and motivation as well as motivation and customer orientation Besides, intense Covid-19 perceptions act more substantially as an indirect trigger of less favourable levels of customer orientation amongst younger generations © 2020 Informa UK Limited, trading as Taylor & Francis Group
is ?:annotates of
?:creator
?:journal
  • Journal_of_Strategic_Marketing
?:license
  • unk
?:publication_isRelatedTo_Disease
?:source
  • WHO
?:title
  • A generational study of employees’ customer orientation: a motivational viewpoint in pandemic time
?:type
?:who_covidence_id
  • #944058
?:year
  • 2020

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