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Customer orientation of service employees : its impact on customer satisfaction, commitment, and retention

With the performance of service personnel often constituting a major element of a service per se, the customer orientation of service personnel is often regarded as a main determinant of service firms’ success. Drawing on a deductively derived four-dimensional conceptualization of the customer orientation of service personnel, consisting of employees’ technical skills, social skills, motivation, and decision-making power, a model of the impact employees’ customer orientation has on key service marketing constructs is theoretically developed. The model is then empirically tested against a sample of 989 consumers for two service contexts (i.e. book/CD/DVD retailers and travel agencies), with the results providing support for most hypotheses. Implications of the findings for services and retail management are discussed.

Ketersediaan
#
IPC Corporate University Library ATC LE THU c C.1
ATC1600596
Tersedia
Informasi Detail
Judul Seri
International Journal of Service Industry Management
No. Panggil
ATC LE THU c
Penerbit
Germany : Emerald Insight.,
Deskripsi Fisik
27 p.
Bahasa
English
ISBN/ISSN
-
Klasifikasi
LE
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
online resource
Edisi
Vol. 15 Iss 5 pp. 460 - 478
Subjek
Service Industries
Employees
Customer orientation
Customer retention
Customer satisfaction
Info Detail Spesifik
-
Pernyataan Tanggungjawab
Versi lain/terkait
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