Effects of organizational and serviceperson orientation on customer loyalty

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Article

Effects of organizational and serviceperson orientation on customer loyalty

Ashwin Joshi - Nama Orang; Sandra Hogarth-Scott - Nama Orang; Depeng Jiang - Nama Orang; Scott Colwell - Nama Orang;

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 to develop a conceptual model that clearly distinguishes between beneﬁt- and cost-based explanations of the effect of the serviceperson. The paper’s second aim is to examine the impact of the organization on the serviceperson’s ability to foster customer loyalty through interactions with customers.

Ketersediaan

IPC Corporate University Library ATC MG COL e C.1

ATC1600718

Tersedia

Informasi Detail

Judul Seri: Management Decision
No. Panggil: ATC MG COL e
Penerbit: Canada : Emerald Insight., 2009
Deskripsi Fisik: 27 p.
Bahasa: English
ISBN/ISSN: 0025-1747
Klasifikasi: MG
Tipe Isi: -
Tipe Media: -
Tipe Pembawa: online resource
Edisi: Vol. 47 No. 10, 2009 pp. 1489-1513
Subjek: Service Industries
Customer orientation
Organizational behaviour
Customer loyalty
Info Detail Spesifik: -
Pernyataan Tanggungjawab: Scott Colwell

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