Testing Competing Models of Frontline Employee External Customer Mindset

摘要

The purpose of this paper is to extend Zablah et al.'s (2012) findings by (1) further evaluating the psychological and behavioral model structures by utilizing one such employee attitudinal construct, external customer mindset (ECMS), that may better reflect the important employee customer-related attitudes necessary for their and their firm's success, and (2) enhancing the model's explanatory power by also considering a set of potential antecedents to the employee's customer-related attitudes.