Journal ArticleDOI
Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention
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TLDR
In this paper, a four-dimensional conceptualization of the customer orientation of service personnel, consisting of employees' technical skills, social skills, motivation, and decision-making power, is presented.Abstract:
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.read more
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Customer reactions to emotional labor: the roles of employee acting strategies and customer detection accuracy
TL;DR: In this paper, the authors extend emotional labor theories to the customer domain by developing and testing a theoretical model of the effects of employee emotional labor on customer outcomes and investigate the potential moderating effects of service type on the relationship between emotional labor and customer outcomes but find no support for such an effect.
Journal ArticleDOI
Effect of customer orientation and entrepreneurial orientation on innovativeness: Evidence from the hotel industry in Switzerland
TL;DR: In this article, the authors investigated the potential influences of customer orientation, entrepreneurship and innovativeness on hotel industry performance and revealed how these factors impact upon the performance of the Swiss hotel industry.
Journal ArticleDOI
Customer satisfaction, loyalty and commitment in service organizations: Some evidence from Greece
TL;DR: In this article, the authors tried to contribute to the knowledge of how customer satisfaction, loyalty and commitment are defined and relate to each other in the Greek context by collecting 200 responses from 20 service providers in four service settings.
Journal ArticleDOI
The development of role-taking and communication skills in children
Journal ArticleDOI
How does sensory brand experience influence brand equity? Considering the roles of customer satisfaction, customer affective commitment, and employee empathy
TL;DR: In this paper, the authors investigated the effect of sensory brand experience on brand equity in the banking industry, through customer satisfaction and customer affective commitment, and examined whether employee empathy moderates the impacts of sensory-brand experience on customer satisfaction.
References
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Journal ArticleDOI
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell,David F. Larcker +1 more
TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
Journal ArticleDOI
Alternative Ways of Assessing Model Fit
Michael W. Browne,Robert Cudeck +1 more
TL;DR: In this paper, two types of error involved in fitting a model are considered, error of approximation and error of fit, where the first involves the fit of the model, and the second involves the model's shape.
Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
Journal ArticleDOI
The Commitment-Trust Theory of Relationship Marketing
Robert Morgan,Shelby D. Hunt +1 more
TL;DR: Relationship marketing, established, developing, and maintaining successful relational exchanges, constitutes a major shift in marketing theory and practice as mentioned in this paper, after conceptualizing relationship relationships as a set of relationships.
Book
Work and motivation
TL;DR: In this paper, the authors integrate the work of hundreds of researchers in individual workplace behavior to explain choice of work, job satisfaction, and job performance, including motivation, goal incentive, and attitude.
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