Log in

Relevant bibliographies by topics / Customer service orientation

Contents

Journal articles
Dissertations / Theses
Books
Book chapters
Conference papers

Academic literature on the topic 'Customer service orientation'

Author: Grafiati

Published: 4 June 2021

Last updated: 11 February 2022

Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles

Select a source type:

Consult the lists of relevant articles, books, theses, conference reports, and other scholarly sources on the topic 'Customer service orientation.'

Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.

You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.

Journal articles on the topic "Customer service orientation"

1

Tseng, Lu-Ming. "How customer orientation leads to customer satisfaction." International Journal of Bank Marketing 37, no. 1 (2019): 210–25. http://dx.doi.org/10.1108/ijbm-10-2017-0222.

Full text

Abstract:

PurposeFinancial service workers’ etiquette and creativity have been less mentioned in the research on bank marketing. The purpose of this paper is to examine the mediating effects of financial service workers’ etiquette and creativity on the relationship between customer orientation and customer satisfaction.Design/methodology/approachData are collected from 336 insurance customers in Taiwan, and partial least squares analysis is used to test the hypotheses.FindingsThe findings show that financial service workers’ customer orientation (perceived by customers) is positively related to the cust

APA, Harvard, Vancouver, ISO, and other styles

2

Cheung, Fung Yi Millissa, and Wai Ming To. "Do task- and relation-oriented customers co-create a better quality of service?" Management Decision 53, no. 1 (2015): 179–97. http://dx.doi.org/10.1108/md-05-2014-0252.

Full text

Abstract:

Purpose – The purpose of this paper is to explore how task- and relation-oriented customers co-create high quality services with frontline employees from the perspective of customer-dominant (C-D) logic. Design/methodology/approach – The authors reviewed the service management literature and identified a number of critical components that help service providers understand the psychology and behaviour of their customers, and how their customers perceive service encounters. The authors tested the theoretical model using a random survey sample of 707 consumers in Hong Kong. Findings – The authors

APA, Harvard, Vancouver, ISO, and other styles

3

Jandaghi, Gholamreza, Ali Mokhles ., and Hassan Kharazi . "Market-Orientation and Its Impact on the Performance of Asia Insurance Company in Kerman Province." Journal of Economics and Behavioral Studies 3, no. 1 (2011): 1–7. http://dx.doi.org/10.22610/jebs.v3i1.249.

Full text

Abstract:

The key of successes by service providers can be found in their market-orientation. These are organizations which pay more attention to customers and rivals and attempt to provide services with the highest quality. Present paper has studied experimentally the relationship between market-orientation and performance of agencies and brokers of Asia Insurance Company in Kerman province. Here, the scale of market-orientation in service sector is applied. The methodology is field study and the tool to gather information is questionnaire. Factors analysis shows that there are four hidden aspects in t

APA, Harvard, Vancouver, ISO, and other styles

4

Câmara, Murielle C. G. R., Kleber Cavalcanti Nobrega, and Thereza A. B. S. Santos. "Customer service orientation on adhesion contracts." Independent Journal of Management & Production 9, no. 1 (2018): 060. http://dx.doi.org/10.14807/ijmp.v9i1.347.

Full text

Abstract:

Hiring a service is a moment of great importance once it builds the perception of the service value and quality. Some companies may deal with that, assuming a greater importance when elaborating their service contracts. Usually law professional people elaborate these documents, but this may include legal attributes, not considering the service to the customers, as well as the customers’ point of view. In times of increasing on customer focus, market and service orientation, a question can be posted: to what extent company contracts show service or customer orientation? This paper compares the

APA, Harvard, Vancouver, ISO, and other styles

5

Kiffin-Petersen, Sandra A., and Geoffrey N. Soutar. "Service employees’ personality, customer orientation and customer incivility." International Journal of Quality and Service Sciences 12, no. 3 (2020): 281–96. http://dx.doi.org/10.1108/ijqss-12-2018-0104.

Full text

Abstract:

Purpose The purpose of this study is to examine the mediating role customer orientation plays in the relationship between service employees’ personality and their perceived experiences of customer incivility. Design/methodology/approach Service workers from a variety of industries were recruited from an online panel service and asked to complete a self-report on-line questionnaire (n = 253). PLS structural equation modeling was used to test the research hypotheses. Findings Service employees who are high in agreeableness and core self-evaluations are more customer-oriented and, as a result, re

APA, Harvard, Vancouver, ISO, and other styles

6

Solimun, Solimun, and Adji Achmad Rinaldo Fernandes. "The mediation effect of customer satisfaction in the relationship between service quality, service orientation, and marketing mix strategy to customer loyalty." Journal of Management Development 37, no. 1 (2018): 76–87. http://dx.doi.org/10.1108/jmd-12-2016-0315.

Full text

Abstract:

Purpose The purpose of this paper is to investigate the mediation effect of customer satisfaction in the relationship between service quality, service orientation, and marketing mix strategy to customer loyalty, in a study in Telkomsel-Indonesia. The product used in this research will take the telecommunication service product categories with a number of products available in the market. In this research, the telecommunication service products of Telkomsel with various features as the research objects were studied. Design/methodology/approach The population of this research is Telkomsel custom

APA, Harvard, Vancouver, ISO, and other styles

7

Kaleem, Muhammad Musa, Saira Kaleem, and Hussain Ahmad. "Antecedents of Customer Service Orientation." Sarhad Journal of Management Sciences 4, no. 1 (2018): 16–29. http://dx.doi.org/10.31529/sjms.2018.4.1.3.

Full text

APA, Harvard, Vancouver, ISO, and other styles

8

Hennig‐Thurau, Thorsten. "Customer orientation of service employees." International Journal of Service Industry Management 15, no. 5 (2004): 460–78. http://dx.doi.org/10.1108/09564230410564939.

Full text

APA, Harvard, Vancouver, ISO, and other styles

9

Li, Wenyuan, Wisdom Wise Kwabla Pomegbe, Courage Simon Kofi Dogbe, and Jewel Dela Novixoxo. "Employees’ customer orientation and customer satisfaction in the public utility sector." African Journal of Economic and Management Studies 10, no. 4 (2019): 408–23. http://dx.doi.org/10.1108/ajems-10-2018-0314.

Full text

Abstract:

Purpose The purpose of this paper is to ascertain how perceived service quality mediates employees’ customer orientation and customer satisfaction in the public utility sector. Design/methodology/approach The study focused on the commercial customers (small and medium-scale enterprises– (SMEs)) of Electricity Company of Ghana Ltd. There were 350 SMEs sampled for the study, and each had no more than 99 employees. Respondents were either owner-managers or employee-managers. Structural equation model (SEM) was used in estimating the effects among the variables studied. Findings Most public instit

APA, Harvard, Vancouver, ISO, and other styles

10

Gong, Taeshik, and Jin Nam Choi. "Effects of task complexity on creative customer behavior." European Journal of Marketing 50, no. 5/6 (2016): 1003–23. http://dx.doi.org/10.1108/ejm-04-2015-0205.

Full text

Abstract:

Purpose Improving the creative performance of customers is critical to improving the competitive advantage of service firms. Customers that perform creatively and generate novel and useful ideas contribute to firm profitability by helping the firm save on costs and improve its services rather than merely relying on its employees. This paper aims to focus on creative customer behavior and examine its antecedents. Design/methodology/approach The analysis is based on a dyadic data set involving salespeople and their customers, collected over two periods across various industries in the context of

APA, Harvard, Vancouver, ISO, and other styles

More sources

Dissertations / Theses on the topic "Customer service orientation"

1

Graf, Albert. "Customer orientation in service industries : consequences for customer value, leadership and HRM /." [S.l. : s.n.], 2007. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=015616019&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.

Full text

APA, Harvard, Vancouver, ISO, and other styles

2

Long, L. C. B. "Is the service industry internal marketing concept congruent with the management process of delivering primary health care services in the United Kingdom?" Thesis, University of Oxford, 1997. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.389787.

Full text

APA, Harvard, Vancouver, ISO, and other styles

3

Innis, Daniel E. "Customer service, repurchase intentions, market orientation and firm performance in the channel." The Ohio State University, 1991. http://rave.ohiolink.edu/etdc/view?acc_num=osu1269524538.

Full text

APA, Harvard, Vancouver, ISO, and other styles

4

Stewart, Jennifer K. "An Investigation of an Intrapreneurial Orientation Among Employees in Service Organizations." The Ohio State University, 2009. http://rave.ohiolink.edu/etdc/view?acc_num=osu1259109608.

Full text

APA, Harvard, Vancouver, ISO, and other styles

5

Schwarz, Colleen. "The extent to which personality traits predict service orientation." Honors in the Major Thesis, University of Central Florida, 1999. http://digital.library.ucf.edu/cdm/ref/collection/ETH/id/90.

Full text

Abstract:

This item is only available in print in the UCF Libraries. If this is your Honors Thesis, you can help us make it available online for use by researchers around the world by following the instructions on the distribution consent form at http://library.ucf.edu/Systems/DigitalInitiatives/DigitalCollections/InternetDistributionConsentAgreementForm.pdf You may also contact the project coordinator, Kerri Bottorff, at kerri.bottorff@ucf.edu for more information.<br>Bachelors<br>Business Administration<br>Management

APA, Harvard, Vancouver, ISO, and other styles

6

Bertilsson, Maria, and Michael Ho. "How may I help you? : a study of salespoeple behavior influencing customer satisfaction of service." Thesis, Kristianstad University, School of Health and Society, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-6686.

Full text

Abstract:

<p>Through the years customer orientation is an area of marketing that has received much attention. One of the key aspects of customer orientation is the “ability of the salespeople to help their customers”. There has been research on how salesperson’s behavior influences customer orientation. However, previous research has been conducted on the business unit level. At the moment there is no research done on how a salesperson’s individual behavior affects a company’s overall customer orientation. Therefore, this dissertation will try to fill the research gap on how salesperson’s individual beh

APA, Harvard, Vancouver, ISO, and other styles

7

ASZTALOS, RICHARD, and MATHIAS GIERTZ. "Market Orientation in Professional Service Firms : A Framework for Market Oriented Practices." Thesis, KTH, Industriell marknadsföring, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-153775.

Full text

Abstract:

This report combines theoretical and empirical findings to create a holistic framework for market oriented practices within professional service firms. Changes in the business environment of technology consultancy firms, has developed a need to adopt more structured procedures in assessing the market place and in responding, both through external activities as well as through internal optimization. An assumption was made that the market orientation concept was of relevance in addressing this need. A qualitative empirical investigation was conducted at a large professional service firm mainly o

APA, Harvard, Vancouver, ISO, and other styles

8

Prasongsukarn, Kriengsin Marketing Australian School of Business UNSW. "The impact of cultural value orientation on customer perceptions of post-recovery service satisfaction in an Eastern context." Awarded by:University of New South Wales. Marketing, 2005. http://handle.unsw.edu.au/1959.4/20837.

Full text

Abstract:

It is now well recognised that an effective service recovery program is an essential part of firms??? service quality programs and critical to generating customer satisfaction and loyalty. A number of studies have investigated the impact of service recovery efforts (compensation, speed of response, etc.) on post-recovery satisfaction, mostly in Western countries. However, despite the importance of global markets, very few have examined how Eastern consumers react to service recovery efforts. Furthermore, none have examined the impact of cultural value orientation (cultural values measured at t

APA, Harvard, Vancouver, ISO, and other styles

9

Blansett, Karen D. (Karen Day). "Prediction of the Job Performance of Restaurant Workers Using a Service Orientation Measure." Thesis, University of North Texas, 1990. https://digital.library.unt.edu/ark:/67531/metadc501115/.

Full text

Abstract:

Service orientation has been suggested to be a work-related behavioral trait that contributes toward overall job performance in certain occupations. Therefore, the Batrus Hollweg Service Questionnaire (SQ), a personality inventory, was hypothesized to predict performance in a sample (N=55) of fast-food restaurant workers whose jobs were primarily composed of service-related elements. A performance evaluation form was created for use as the criterion measure. An alternative scoring system for the SQ was developed, and showed it to be significantly correlated with the criterion. The potential fo

APA, Harvard, Vancouver, ISO, and other styles

10

Hunt, Joanne (Mary Joanne) Carleton University Dissertation Management Studies. "Comparing customer and sales representative perceptions of customer orientation: an application of the SOCO SCALE in an industrial service company." Ottawa, 1990.

Find full text

APA, Harvard, Vancouver, ISO, and other styles

More sources

Books on the topic "Customer service orientation"

1

Sadlier, Nicholas Robin. Developing a customer orientation in service organisations. The Author), 1995.

Find full text

APA, Harvard, Vancouver, ISO, and other styles

2

Customer orientation and market action. Prentice Hall, 1998.

Find full text

APA, Harvard, Vancouver, ISO, and other styles

3

Adamson, Mark. Information technology in the financial services industry: The trend towardscustomer orientation. Financial Times Business Information, 1994.

Find full text

APA, Harvard, Vancouver, ISO, and other styles

4

Waterstone, Aidan. Consumer orientation in the Eastern Health Board: Customer, client or compliant. University College Dublin, 1994.

Find full text

APA, Harvard, Vancouver, ISO, and other styles

5

Allen, Paul. Service Orientation: Winning Strategies and Best Practices. Cambridge University Press, 2006.

Find full text

APA, Harvard, Vancouver, ISO, and other styles

6

Rohit, Deshpande, and Marketing Science Institute, eds. Developing a market orientation. Sage Publications, 1999.

Find full text

APA, Harvard, Vancouver, ISO, and other styles

7

Abraham, Koshy, and Indian Institute of Management, Ahmedabad., eds. Salesperson's customer orientation: A reconceptualization and a new definition. Indian Institute of Management, Ahmedabad, 2008.

Find full text

APA, Harvard, Vancouver, ISO, and other styles

8

The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference. Palgrave Macmillan, 2007.

Find full text

APA, Harvard, Vancouver, ISO, and other styles

9

The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference. Palgrave Macmillan, 2008.

Find full text

APA, Harvard, Vancouver, ISO, and other styles

Book chapters on the topic "Customer service orientation"

1

Jayawardhena, Chanaka. "Customers’ Service Evaluation: Antecedent Effects of Employees’ Customer Orientation and Service Orientation Behaviors." In Proceedings of the 2009 Academy of Marketing Science (AMS) Annual Conference. Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-10864-3_117.

Full text

APA, Harvard, Vancouver, ISO, and other styles

2

Matsuo, Makoto. "Determinants of Customer Orientation: Service Climate or Personality?" In Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-11806-2_118.

Full text

APA, Harvard, Vancouver, ISO, and other styles

3

Siddiqi, Mushtaq A., and Musadiq A. Sahaf. "Customer orientation of service employees and organisational performance." In Researching Marketing Decisions. Routledge India, 2019. http://dx.doi.org/10.4324/9780429203558-10.

Full text

APA, Harvard, Vancouver, ISO, and other styles

4

Kim, Gye-Soo. "The Relationships Between Innovation Orientation, Customer Orientation, Service Quality, and Business Performance." In Theory and Practice of Quality and Reliability Engineering in Asia Industry. Springer Singapore, 2017. http://dx.doi.org/10.1007/978-981-10-3290-5_16.

Full text

APA, Harvard, Vancouver, ISO, and other styles

5

Prosvirkina, Elena. "Service Management and Customer Orientation in Russian Banking Industry." In LISS 2013. Springer Berlin Heidelberg, 2013. http://dx.doi.org/10.1007/978-3-642-40660-7_36.

Full text

APA, Harvard, Vancouver, ISO, and other styles

6

Odoom, Raphael, and Ernest Y. Tweneboah-Koduah. "Service Brand Orientation and Firm Performance: The Moderating Effects of Relationship Marketing Orientation and Customer Orientation." In Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-02568-7_60.

Full text

APA, Harvard, Vancouver, ISO, and other styles

7

Mengüç, Bülent, Simon J. Bell, Seigyoung Auh, Jan B. Heide, Omar Merlo, and Paul Tracey. "Network Strength in Service Employee Teams: Implications for Information Processing and Customer Orientation." In Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-18687-0_123.

Full text

APA, Harvard, Vancouver, ISO, and other styles

8

Chen, Shu-Ching. "Managing the Employee-Customer Relationship for Service Advantage: A Value-based Market Orientation Approach." In Proceedings of the 2009 Academy of Marketing Science (AMS) Annual Conference. Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-10864-3_116.

Full text

APA, Harvard, Vancouver, ISO, and other styles

9

Biraglia, Alessandro, Shahin Assadinia, and Vita Kadile. "E-Service Quality and eWOM: The Moderating Role of Customers’ Risk Orientation and Moral Identity: An Abstract." In Back to the Future: Using Marketing Basics to Provide Customer Value. Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-66023-3_210.

Full text

APA, Harvard, Vancouver, ISO, and other styles

10

Tie, Xiao Rui, Hyunae Lee, and Namho Chung. "Airbnb Host’s Perceptions on Airbnb Customer Social Responsibility and Organizational Justice in Airbnb 2.0." In Information and Communication Technologies in Tourism 2021. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-65785-7_19.

Full text

Abstract:

AbstractIn a peer-to-peer transaction of the sharing economy, an Airbnb host is a worker as well as a service provider. From this perspective, this study explores how Airbnb hosts’ perception of Corporate Social Responsibility (CSR) and organizational justice impact their customer orientation directly and indirectly via job satisfaction and Organizational Citizenship Behavior (OCB). The results highlight the importance of a host’s perception of Airbnb’s CSR and organizational justice. The results provide various implications for online accommodation businesses and guidance for future research.

APA, Harvard, Vancouver, ISO, and other styles

Conference papers on the topic "Customer service orientation"

1

Wang, Yonggui, and Zhilin Yang. "Customer Asset Orientation: Antecedents and Consequences." In 2006 International Conference on Service Systems and Service Management. IEEE, 2006. http://dx.doi.org/10.1109/icsssm.2006.320589.

Full text

APA, Harvard, Vancouver, ISO, and other styles

2

Yuan, Xina, Zhaoyang Guo, Xi Chen, and Kyuonghee Chu. "Customer orientation pays off: How E-tailers build customer trust successfully." In 2011 8th International Conference on Service Systems and Service Management (ICSSSM 2011). IEEE, 2011. http://dx.doi.org/10.1109/icsssm.2011.5959399.

Full text

APA, Harvard, Vancouver, ISO, and other styles

3

Yu, Qionglei. "Employee Performance Improvement by Internal Customer Orientation." In 2010 International Conference on Management and Service Science (MASS 2010). IEEE, 2010. http://dx.doi.org/10.1109/icmss.2010.5577618.

Full text

APA, Harvard, Vancouver, ISO, and other styles

4

Zhang, Yang, Qinhai Ma, Qi Sun, and Guangwei Fan. "Investigating Mediators between Customer Orientation and Customer Citizenship Behaviors: A Conceptual Model." In 2011 International Conference on Management and Service Science (MASS 2011). IEEE, 2011. http://dx.doi.org/10.1109/icmss.2011.5998794.

Full text

APA, Harvard, Vancouver, ISO, and other styles

5

Bakar, Resekiani Mas, Muhammad Jufri, and Fajriani Tadjuddin. "Customer Service Orientation, Emotional Labor Strategy, and Emotional Exhaustion." In 3rd International Conference on Education, Science, and Technology (ICEST 2019). Atlantis Press, 2020. http://dx.doi.org/10.2991/assehr.k.201027.018.

Full text

APA, Harvard, Vancouver, ISO, and other styles

6

Windarti, Gst Ayu Oka, Esya Alhadi, Elvia Zahara, and Titi Andriani. "Impact of Customer Orientation and Quality of Service on Trust and Customer Loyalty." In 3rd Forum in Research, Science, and Technology (FIRST 2019). Atlantis Press, 2020. http://dx.doi.org/10.2991/assehr.k.200407.007.

Full text

APA, Harvard, Vancouver, ISO, and other styles

7

Wang, Haijun. "The Role of Market Orientation and Relational Embeddedness in Customer Participation Relation." In 2009 International Conference on Management and Service Science (MASS). IEEE, 2009. http://dx.doi.org/10.1109/icmss.2009.5305835.

Full text

APA, Harvard, Vancouver, ISO, and other styles

8

Dai, Zhi-min, and Lu Guo. "Market orientation, customer loyalty and company performance: From the SEM research of service firms in China." In 2012 9th International Conference on Service Systems and Service Management (ICSSSM 2012). IEEE, 2012. http://dx.doi.org/10.1109/icsssm.2012.6252242.

Full text

APA, Harvard, Vancouver, ISO, and other styles

9

Zheng, Wenshan, and Yangcheng Hu. "Research on the Relationship between Customer-Orientation of NPOs and Performance - Intermediary Role of Service Innovation." In 2009 International Conference on Management and Service Science (MASS). IEEE, 2009. http://dx.doi.org/10.1109/icmss.2009.5304239.

Full text

APA, Harvard, Vancouver, ISO, and other styles

10

Zhao, Yanhai, Guoxing Zhang, and Wei Hou. "Will CSR pay in the financial sector? An empirical study of a commercial bank's CSR orientation, corporate reputation and customer loyalty in western China." In 2016 International Conference on Logistics, Informatics and Service Sciences (LISS). IEEE, 2016. http://dx.doi.org/10.1109/liss.2016.7854560.

Full text

APA, Harvard, Vancouver, ISO, and other styles

We offer discounts on all premium plans for authors whose works are included in thematic literature selections. Contact us to get a unique promo code!