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http://hdl.handle.net/2445/119266
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DC Field | Value | Language |
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dc.contributor.author | Manna, Ester | - |
dc.date.accessioned | 2018-01-24T12:47:10Z | - |
dc.date.available | 2019-12-31T06:10:12Z | - |
dc.date.issued | 2017-12 | - |
dc.identifier.issn | 1058-6407 | - |
dc.identifier.uri | http://hdl.handle.net/2445/119266 | - |
dc.description.abstract | I investigate whether the presence of customer-oriented employees benefi ts fi rms in a competitive environment. Employees are defi ned as customer-oriented if they are interested not only in their wage but also in the well-being of their customers. I find that fi rms may obtain higher profi ts by hiring self-interested rather than customer-oriented employees. This is because the employees' customer orientation has opposing effects on the profi ts obtained by the fi rms. On the one hand, customer-oriented employees provide a given level of quality for a lower wage. On the other hand, the employees' customer orientation increases competition reducing prices. If the second effect dominates, firms fi nd themselves trapped in a prisoners' dilemma as the strategy of hiring self-interested employees is strictly dominated by that of hiring customer-oriented employees. Hence, the very presence of customer-oriented employees may hurt fi rms. If motivated employees are merely interested in the quality of the good provided, the effect on the price outlined before disappears. | - |
dc.format.extent | 34 p. | - |
dc.format.mimetype | application/pdf | - |
dc.language.iso | eng | - |
dc.publisher | Wiley | - |
dc.relation.isformatof | Versió postprint del document publicat a: https://doi.org/10.1111/jems.12232 | - |
dc.relation.ispartof | Journal of Economics & Management Strategy, 2017, vol. 26, num. 4, p. 842-875 | - |
dc.relation.uri | https://doi.org/10.1111/jems.12232 | - |
dc.rights | (c) Wiley, 2017 | - |
dc.source | Articles publicats en revistes (Economia) | - |
dc.subject.classification | Selecció de personal | - |
dc.subject.classification | Gestió de personal | - |
dc.subject.classification | Relacions amb els clients | - |
dc.subject.classification | Planificació empresarial | - |
dc.subject.other | Employee selection | - |
dc.subject.other | Personnel management | - |
dc.subject.other | Customer relations | - |
dc.subject.other | Business planning | - |
dc.title | Customer-Oriented Employees: Blessing or Curse for Firms? | - |
dc.type | info:eu-repo/semantics/article | - |
dc.type | info:eu-repo/semantics/acceptedVersion | - |
dc.identifier.idgrec | 675627 | - |
dc.date.updated | 2018-01-24T12:47:10Z | - |
dc.rights.accessRights | info:eu-repo/semantics/openAccess | - |
Appears in Collections: | Articles publicats en revistes (Economia) |
Files in This Item:
File | Description | Size | Format | |
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675627.pdf | 471.82 kB | Adobe PDF | View/Open |
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