TY - JOUR
T1 - Customer learning orientation in public sector organizations
AU - Bernard, Elena Kiryanova
AU - Osmonbekov, Talai
AU - McKee, Daryl
PY - 2011/4
Y1 - 2011/4
N2 - Organizational learning and customer orientation have been a focus of research for a number of years in both marketing and management literature. Customer learning orientation is conceptualized as three important components: management customer orientation, customer feedback, and employee learning orientation. By drawing from both marketing and organizational research theories, the authors propose a model of customer learning orientation in a public sector organizational setting. Customer learning orientation is hypothesized to have a significant effect on employee attitudes of role ambiguity and self-efficacy, which in turn affects job outcomes of job satisfaction and organizational citizenship behaviors. Using a sample of 438 employees of a public sector organization, the authors test the model through a structural equation modeling technique. The results provide general support for the model. Implications for managers of public sector organizations and future research are discussed.
AB - Organizational learning and customer orientation have been a focus of research for a number of years in both marketing and management literature. Customer learning orientation is conceptualized as three important components: management customer orientation, customer feedback, and employee learning orientation. By drawing from both marketing and organizational research theories, the authors propose a model of customer learning orientation in a public sector organizational setting. Customer learning orientation is hypothesized to have a significant effect on employee attitudes of role ambiguity and self-efficacy, which in turn affects job outcomes of job satisfaction and organizational citizenship behaviors. Using a sample of 438 employees of a public sector organization, the authors test the model through a structural equation modeling technique. The results provide general support for the model. Implications for managers of public sector organizations and future research are discussed.
KW - Customer learning orientation
KW - OCBs
KW - Public sector organizations
KW - Role ambiguity
KW - Self-efficacy
UR - http://www.scopus.com/inward/record.url?scp=79957627251&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=79957627251&partnerID=8YFLogxK
U2 - 10.1080/10495142.2011.572684
DO - 10.1080/10495142.2011.572684
M3 - Article
AN - SCOPUS:79957627251
SN - 1049-5142
VL - 23
SP - 158
EP - 180
JO - Journal of Nonprofit and Public Sector Marketing
JF - Journal of Nonprofit and Public Sector Marketing
IS - 2
ER -