2026-04-14T05:31:45Zhttps://recercat.cat/oai/requestoai:recercat.cat:2445/1192662025-12-05T04:23:04Zcom_2072_1057col_2072_478809col_2072_478917
RECERCAT
author
Manna, Ester
2018-01-24T12:47:10Z2019-12-31T06:10:12Z2017-122018-01-24T12:47:10Z
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.
(c) Wiley, 2017 info:eu-repo/semantics/openAccess
Selecció de personal
Gestió de personal
Relacions amb els clients
Planificació empresarial
Employee selection
Personnel management
Customer relations
Business planning
Customer-Oriented Employees: Blessing or Curse for Firms?
info:eu-repo/semantics/article info:eu-repo/semantics/acceptedVersion