Quotation Gross, Hellen, Ingerfurth, Stefan, Willems, Jurgen. 2021. Employees as reputation advocates: Dimensions of employee job satisfaction explaining employees’ recommendation intention. Journal of Business Research. 134 405-413.




Reputation is a crucial asset for service organizations, in particular when actual service quality is hard to assess, e.g. in the context of hospitals. Employees and their recommendation intentions to other professionals and potential patients are crucial in the reputation building process. Against this background, we test with a quantitative-exploratory approach, for 1,022 employees in two German hospitals, how eleven dimensions of employees’ job satisfaction explain their recommendation intention on behalf of the hospital they work. Moreover, we explore this for different employee groups. Our results show that there are different employee job satisfaction dimensions explaining recommendation intention for different employee groups such as nurses, doctors, or employees in the administrative field. We frame our findings against the broad but scattered management literature that is relevant for job satisfaction and organizational reputation, and discuss implications for practice and further research.


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Publication's profile

Status of publication Published
Affiliation WU
Type of publication Journal article
Journal Journal of Business Research
Citation Index SSCI
WU Journalrating 2009 A
WU-Journal-Rating new FIN-A, INF-A, STRAT-B, VW-C, WH-B
Language English
Title Employees as reputation advocates: Dimensions of employee job satisfaction explaining employees’ recommendation intention
Volume 134
Year 2021
Page from 405
Page to 413
Reviewed? Y
URL https://www.sciencedirect.com/science/article/pii/S0148296321003507?via%3Dihub
DOI https://doi.org/10.1016/j.jbusres.2021.05.021
Open Access N


Willems, Jurgen (Details)
Gross, Hellen (Coburg University of Applied Sciences and Arts, Germany)
Ingerfurth, Stefan (SRH Fernhochschule – The Mobile University, Germany)
Institute for Public Management and Governance IN (Details)
Research areas (ÖSTAT Classification 'Statistik Austria')
1925 Knowledge management (Details)
5234 Administrative science (Details)
5308 Management sciences (Details)
5324 Organizational research (Details)
5352 Human resource management, personnel management (Details)
6906 Public research (Details)
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