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Moderator effect of music on the relationship between work satisfaction and customer orientation of employee: an exploratory study
[Effet modérateur de la musique sur la relation entre la satisfaction professionnelle et l’orientation-client du personnel en contact : une étude exploratoire]

Author

Listed:
  • Lucie Loustaunau

    (TSM - Toulouse School of Management Research - UT Capitole - Université Toulouse Capitole - UT - Université de Toulouse - CNRS - Centre National de la Recherche Scientifique - TSM - Toulouse School of Management - UT Capitole - Université Toulouse Capitole - UT - Université de Toulouse)

  • Jean-Philippe Galan

    (IRGO - Institut de Recherche en Gestion des Organisations - UB - Université de Bordeaux - Institut d'Administration des Entreprises (IAE) - Bordeaux)

Abstract

Creating an atmosphere in line with a sensory identity is a key for the differentiation and music contributes greatly. Prior researches about the effects of background music on frontline employees are rare. Considering the active role of the frontline employees in the customer satisfaction, and its exposure to the service environment, it is necessary to look the frontline employees' point of view. A better understanding of the background music effects on all the actors present in points of sale/places of service will reinforce its positive effect. The present explorative quantitative study has been conducted with sellers (47). It highlights the background music influence on the link form the work satisfaction to the customer orientation. Also this first result proposes the music as a moderator of this relation.

Suggested Citation

  • Lucie Loustaunau & Jean-Philippe Galan, 2018. "Moderator effect of music on the relationship between work satisfaction and customer orientation of employee: an exploratory study [Effet modérateur de la musique sur la relation entre la satisfact," Post-Print hal-03237882, HAL.
    • Handle: RePEc:hal:journl:hal-03237882
    as

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