December 15, 2012
The article that I have chosen to us is called “Principles and Principals: Do Customer Stewardship and Agency Control Compete or Complement When Shaping Frontline Employee Behavior?” I have included the abstract from the authors of the paper to explain what the article about. I will then go on and explain what it means to me and why I chose this article. Here is what the article states as its abstract “This article introduces customer stewardship control (CSC) to the marketing field. This concept represents a frontline employee's felt ownership of and moral responsibility for customers' overall welfare. In two studies, the authors show that CSC is a more encompassing construct than customer orientation, which reflects a frontline employee's focus on meeting customers' needs. They provide evidence that the former is more potent in shaping in- and extra-role employee behaviors. Moreover, they highlight how CSC operates in conjunction with an organization's agency control system: Stewardship's positive influence on in- and extra-role behavior is weaker in the presence of high agency control. They offer actionable advice about how to solve the resulting managerial control dilemma. Finally, the authors show that CSC depends on drivers that reside at the individual level (employee relatedness), the team level (team competence), or both levels of aggregation (employee and team autonomy). These findings show how to effectively design a frontline employee's work environment to ensure optimal frontline performance. [ABSTRACT FROM AUTHOR]. “
I feel that the reason that I have chosen this article because it goes on to explain how that if the managers were to work with their employees and I feel that if they work one and one then they will have better productivity and a better turnover of employees. You ask how shaping has been used...