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oai:recercat.cat:2445/1192662025-12-05T04:23:04Zcom_2072_1057col_2072_478809col_2072_478917

Customer-Oriented Employees: Blessing or Curse for Firms? Manna, Ester Selecció de personal Gestió de personal Relacions amb els clients Planificació empresarial Employee selection Personnel management Customer relations Business planning 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. 2018-01-24T12:47:10Z 2019-12-31T06:10:12Z 2017-12 2018-01-24T12:47:10Z info:eu-repo/semantics/article info:eu-repo/semantics/acceptedVersion 1058-6407 https://hdl.handle.net/2445/119266 675627 eng Versió postprint del document publicat a: https://doi.org/10.1111/jems.12232 Journal of Economics & Management Strategy, 2017, vol. 26, num. 4, p. 842-875 https://doi.org/10.1111/jems.12232 (c) Wiley, 2017 info:eu-repo/semantics/openAccess 34 p. application/pdf Wiley Articles publicats en revistes (Economia)