Employees' external representation of their workplace: key antecedents

Lages, C. R. (2012) Employees' external representation of their workplace: key antecedents. Journal of Business Research, 65 (9). pp. 1264-1272. ISSN 0148-2963 doi: 10.1016/j.jbusres.2011.10.044

Abstract/Summary

Drawing on attitude theory, this study investigates the drivers of employees' expression of favorable opinions about their workplace. Despite its theoretical and managerial importance, the marketing literature largely ignores the topic. This study advances prior research by developing, and empirically testing, a conceptual framework of the relationship between workgroup support and favorable external representation of the workplace, mediated by emotional responses to this support. The present research investigates four new relationships: between workgroup support and emotional exhaustion, workgroup support and organizational commitment, workgroup support and job satisfaction, and emotional exhaustion and external representation of the workplace. Based on a sample of over 700 frontline service employees, this study finds that workgroup support affects favorable external representation of the workplace through various emotional responses (i.e., emotional exhaustion, organizational commitment and job satisfaction). In addition, the results identify employees' organizational commitment as the most important determinant of favorable external representation of the workplace, followed by job satisfaction and reduced emotional exhaustion. These results suggest that companies should develop practices that encourage workgroup support and organizational commitment to achieve favorable external representation of the workplace.

Item Type	Article
URI	https://reading-clone.eprints-hosting.org/id/eprint/34926
Item Type	Article
Refereed	Yes
Divisions	No Reading authors. Back catalogue items Henley Business School > Marketing and Reputation
Uncontrolled Keywords	Attitude theory; Workgroup support; External representation of the workplace; Frontline service employees
Publisher	Elsevier
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