Is Customer Orientation of Employees Sustainable? A Moderated Mediation Analysis
Abstract
:1. Introduction
2. Theory Development and Hypotheses
2.1. The Mediating Role of Emotional Dissonance
2.2. The Moderating Role of Occupation
3. Methods
3.1. Participants and Procedures
3.2. Measures
3.3. Reliability and Validity
4. Results
5. Discussion and Research Limitations
Acknowledgments
Author Contributions
Conflicts of Interest
Appendix A. List of Measurement Items
Customer orientation
- CO1: Trying to help patients make decisions that will satisfy their needs.
- CO2: I make every patient feel like he/she is the only patient.
- CO3: I respond very quickly to patient requests.
- CO4: I always have the patient’s best interest in mind.
- CO5: My number one priority is always patient satisfaction.
Emotional dissonance
- ED1: I voice feelings to my patients that are different from what I feel inside.
- ED2: I have to cover up my true feelings when dealing with patients.
- ED3: I spend most of my work day hiding my true emotions.
- ED4: I spend most of my work day faking positive emotions.
- ED5: In my work I have to be friendly with patients, even when I don’t want to.
Unethical decision-making
- UDM1: I would be willing to pass on incorrect information to others if it gave me a competitive advantage.
- UDM2: I would be willing to engage in what some might say are sneaky tactics.
- UDM3: I would be willing to do a favor for others if that meant I would get special treatment in the competition.
- UDM4: I would be justified in misrepresenting the facts in order to preserve my integrity.
- UDM5: I would be justified in making decisions that could potentially harm others while benefitting me.
- UDM6: In order to achieve my goals, I would be justified in acting in defiance of laws, regulations, standards, and business codes if it is certain that no one will find out.
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Constructs | All | Doctors | Nurses | |||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|
Mean | SD | Mean | SD | Mean | SD | 1 | 2 | 3 | 4 | 5 | 6 | |
1. Gender | 0.27 | 0.44 | 0.44 | 0.50 | 0.02 | 0.13 | - | |||||
2. Age | 3.41 | 0.22 | 3.43 | 0.22 | 3.37 | 0.21 | 0.14 *** | - | ||||
3. Tenure | 1.73 | 0.92 | 1.73 | 0.93 | 1.74 | 0.91 | 0.06 | 0.83 *** | - | |||
4. Customer orientation | 5.37 | 1.00 | 5.29 | 0.99 | 5.48 | 1.00 | −0.03 | −0.04 | 0.01 | 0.57 | ||
5. Emotional dissonance | 3.47 | 1.36 | 3.55 | 1.33 | 3.35 | 1.39 | 0.04 | 0.10 ** | 0.13 *** | 0.16 *** | 0.66 | |
6. Unethical decision-making | 2.35 | 1.41 | 2.53 | 1.50 | 2.09 | 1.24 | 0.16 *** | 0.05 | 0.06 | 0.21 *** | 0.57 *** | 0.83 |
Variables | Emotional Dissonance | Unethical Decision-Making | |||||
---|---|---|---|---|---|---|---|
Model 1 | Model 2 | Model 3 | Model 4 | Model 5 | Model 6 | Model 7 | |
Gender | 0.03 | 0.03 | 0.16 *** | 0.16 *** | 0.14 *** | 0.12 ** | 0.12 ** |
Age | −0.06 | −0.06 | −0.05 | −0.05 | −0.02 | −0.04 | −0.03 |
Tenure | 0.18 ** | 0.18 ** | 0.10 | 0.09 | −0.01 | 0.01 | 0.01 |
Customer orientation | 0.13 * | 0.18 ** | 0.03 | 0.01 | 0.01 | ||
Emotional dissonance | 0.57 *** | 0.57 *** | 0.57 *** | ||||
Occupation | 0.05 | 0.05 | |||||
Emotional dissonance × Occupation | 0.12 ** | ||||||
R2 | 0.02 | 0.03 | 0.03 | 0.04 | 0.35 | 0.35 | 0.37 |
ΔR2 | 0.01 | 0.01 | 0.31 | 0.00 | 0.02 | ||
F change for ΔR2 | 6.28 ** | 8.06 ** | 353.23 *** | 1.97 | 10.5 ** |
Moderator Variable | Customer Orientation (X) → Emotional Dissonance (M) → Unethical Decision-Making (Y) | ||||
---|---|---|---|---|---|
Stage | Effect | ||||
First | Second | Direct Effects | Indirect Effects | Total Effects | |
PMX | PYM | PYX | PYMPMX | PYX + PYMPMX | |
Simple paths for nurses | 0.12 * | 0.49 *** | 0.04 | 0.07 | 0.11 * |
Simple paths for doctors | 0.15 * | 0.71 *** | 0.02 | 0.13 * | 0.15 * |
Differences | 0.03 | 0.22 ** | −0.02 | 0.06 * | 0.04 |
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Cai, J.; Feng, T.; Jiang, W.; Li, J. Is Customer Orientation of Employees Sustainable? A Moderated Mediation Analysis. Sustainability 2017, 9, 1211. https://doi.org/10.3390/su9071211
Cai J, Feng T, Jiang W, Li J. Is Customer Orientation of Employees Sustainable? A Moderated Mediation Analysis. Sustainability. 2017; 9(7):1211. https://doi.org/10.3390/su9071211
Chicago/Turabian StyleCai, Junya, Taiwen Feng, Wenbo Jiang, and Jiapei Li. 2017. "Is Customer Orientation of Employees Sustainable? A Moderated Mediation Analysis" Sustainability 9, no. 7: 1211. https://doi.org/10.3390/su9071211