Customer Service Employees Survey and Cross-Cultural Comparison between Japan and the United States
- Job Satisfaction and Job Performance -
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Noriko Okabe
Yokohama National University Education and Research Center for Growth Strategy
https://orcid.org/0009-0007-8803-6831
https://researchmap.jp/okabe-noriko
DOI:
https://doi.org/10.51094/jxiv.354Keywords:
a survey in COVID-19, customer service employees, trust, Job satisfaction, job performance, human-occupation-environment fit modelAbstract
Customer service although the services provided by employees are intangible, the impact of customer-employee interactions often affects company performance. Therefore, customer service employees would not be delighted to lose the tacit knowledge gained through layoffs, furloughs, career changes, and retirements during the COVID-19 pandemic. The author surveyed US and Japanese customer service employees during the COVID-19 pandemic in this study. Then, the author made a cross-cultural comparison between Japan and the United States. First, regarding customer service employees in the United States, in a challenging external environment such as COVID-19, “trust” in the employer company or organization acts as a moderator. Second, employees who felt job satisfaction significantly improved their job performance. For the customer service employees in Japan, the author found that they tended to perform their duties and gain job satisfaction, even if they perceived role ambiguity. Second, the employees gained job satisfaction and improved their job performance. Ultimately, this research proposes a model that maximizes the mutual effects of humans, the environment, and occupations.
Conflicts of Interest Disclosure
The authors declare no conflicts of interest associated with this manuscript. The authors have no conflicts of interest directly relevant to the content of this article.Downloads *Displays the aggregated results up to the previous day.
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Submitted: 2023-04-06 08:45:57 UTC
Published: 2023-04-10 10:26:35 UTC
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Copyright (c) 2023
Noriko Okabe
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
