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Ditemukan 1 dari pencarian Anda melalui kata kunci: author=Scott Colwell

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Effects of organizational and serviceperson orientation on customer loyalty

Scott Colwell Sandra Hogarth-Scott Depeng Jiang Ashwin Joshi

Within the service industry, the serviceperson enhances customer loyalty by increasing customer beneﬁts and decreasing customer costs, but is also embedded within and inﬂuenced by the organizational context. Thus, the inﬂuence of a serviceperson’s orientation may differ or even conﬂict with the organization’s orientation. There are two purposes to this paper. The paper ﬁrst aims t…

Edisi: Vol. 47 No. 10, 2009 pp. 1489-1513
ISBN/ISSN: 0025-1747
Deskripsi Fisik: 27 p.
Judul Seri: Management Decision
No. Panggil: ATC MG COL e

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