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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

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  • Sandra Gountas

    (School of Marketing, Curtin Business School, Curtin University, Australia)

  • John Gountas

    (Murdoch Business School, Murdoch University, Australia)

  • Felix T Mavondo

    (Department of Marketing, Clayton Campus, Monash University, Australia)

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.

Suggested Citation

  • Sandra Gountas & John Gountas & Felix T Mavondo, 2014. "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," Australian Journal of Management, Australian School of Business, vol. 39(1), pages 107-126, February.
    • Handle: RePEc:sae:ausman:v:39:y:2014:i:1:p:107-126
    DOI: 10.1177/0312896212468453
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    References listed on IDEAS

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    3. Leslier Valenzuela & Jay Mulki & Jorge Jaramillo, 2010. "Impact of Customer Orientation, Inducements and Ethics on Loyalty to the Firm: Customers’ Perspective," Journal of Business Ethics, Springer, vol. 93(2), pages 277-291, May.
    4. Stock, Ruth & Hoyer, Wayne, 2005. "An Attitude-Behavior Model of Salespeople’s Customer Orientation," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 60479, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    5. Stock, Ruth & Hoyer, Wayne, 2005. "An Attitude-Behavior Model of Salespeople’s Customer Orientation," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 35542, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
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    Cited by:

    1. Olivera Marjanovic & Vijaya Murthy, 2016. "From product-centric to customer-centric services in a financial institution – exploring the organizational challenges of the transition process," Information Systems Frontiers, Springer, vol. 18(3), pages 479-497, June.
    2. Lopes, Evandro Luiz & da Silva, Marcos Antonio, 2015. "The effect of justice in the history of loyalty: A study in failure recovery in the retail context," Journal of Retailing and Consumer Services, Elsevier, vol. 24(C), pages 110-120.

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