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the Apple store effect: does organizational identification trickle down to customers?
The study by Lichtenstein, Netemeyer, and Maxham (2010) analyzed 306 retail stores, revealing that a 50% increase in managers' organizational identification led to a 14.5% rise in employee identification, subsequently boosting customer identification by 3.63% and annual spending by 2.69%. This chain of influence underscores the critical role of leadership and employee engagement in fostering customer commitment, as exemplified by Apple's retail success under Steve Jobs. The article also contrasts technophobes and techno-enthusiasts regarding the Internet's impact on work-life balance. Technophobes view technology as intrusive, blurring boundaries between work and personal life, while techno-enthusiasts see it as a tool for flexibility and improved balance. These insights highlight the dual nature of technology in modern workplaces and its implications for managerial policies on Internet access.
Ketersediaan
| Call Number | Location | Available |
|---|---|---|
| AMP2501 | PSB lt.dasar - Pascasarjana | 1 |
| Penerbit | Briarcliff Manor, NY: Academy of Management 2011 |
|---|---|
| Edisi | Vol. 25, No. 1, February 2011 |
| Subjek | Employee engagement Customer loyalty Organizational Identification Retail management brand ambassadors |
| ISBN/ISSN | 15589080 |
| Klasifikasi | NONE |
| Deskripsi Fisik | 2 p. |
| Info Detail Spesifik | Academy of Management Perspectives |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas |