Relevant bibliographies by topics / Customer service orientation

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers

Academic literature on the topic 'Customer service orientation'

Author: Grafiati
Published: 4 June 2021
Last updated: 11 February 2022

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Journal articles on the topic "Customer service orientation"

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Tseng, Lu-Ming. "How customer orientation leads to customer satisfaction." International Journal of Bank Marketing 37, no. 1 (February 4, 2019): 210–25. http://dx.doi.org/10.1108/ijbm-10-2017-0222.

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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 customers’ perception of financial service workers’ etiquette and creativity. Moreover, it is found that the financial service workers’ etiquette and creativity partially mediate the relationship between customer orientation and customer satisfaction.Originality/valueThis is the first study to highlight the roles that financial service workers’ etiquette and creativity play in the relationship between customer orientation and customer satisfaction.
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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 (February 9, 2015): 179–97. http://dx.doi.org/10.1108/md-05-2014-0252.

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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 found that information sharing fully mediated the interactive effects of customer involvement and customer motivational orientation on customer perceived service quality and customer satisfaction. These findings support the C-D logic that customers as co-creators of value play a dominant role in service encounters. Research limitations/implications – The authors contribute to the existing management literature by identifying the importance of the C-D logic for service delivery and management. In particular, the involvement of customers with different motivational orientations through information sharing significantly affects customers’ perceived service quality and satisfaction. Originality/value – The paper enhances the understanding of customer’s logic by exploring the conditions and process between customer involvement and service delivery. Further directions for theoretical and empirical research are suggested.
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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 (July 15, 2011): 1–7. http://dx.doi.org/10.22610/jebs.v3i1.249.

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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 the title of market-orientation: customer-orientation, rival-orientation, organizational responsiveness, propensity to customer satisfaction. Findings suggest that customer–orientation and propensity to customer satisfaction have remarkable impacts on performance relative to other aspects. Rival-orientation has lower impact on performance and organizational responsive has an inconsistency relationship with performance.
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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 (March 2, 2018): 060. http://dx.doi.org/10.14807/ijmp.v9i1.347.

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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 service orientation degree for Cable TV contracts from five companies, based on a theoretical model developed to this purpose. From a conceptual model for servant contract, four dimensions were assessed: physical aspects, reasonableness, intelligibility and customer focus. After subject evaluation by eight judges, analyzing the validation index (CVI), it was found that the contracts show moderate orientation to serve. Furthermore, results show that the five surveyed company’s contracts showed a similar overall performance, i.e., none stood out over the other. The study presents important practical efficacy, because it can guide the Cable TV companies to adopt improvement strategies in elaboration of contracts, so that the contractual instruments be would reviewed of clauses that promote the sensation of better service to their customer. Thus, this article directs the manager to the aspect that deserves more attention, i.e, which dimensions require further refinement and direction to serve
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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 (January 2, 2020): 281–96. http://dx.doi.org/10.1108/ijqss-12-2018-0104.

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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, report fewer customer incivility experiences. Disagreeable and neurotic service employees are more likely to be selling-orientated, but this was unrelated to customer incivility. Research limitations/implications The results are limited because all data are self-report. However, the findings suggest that personality and customer orientation influence employees’ customer incivility experiences. Originality/value Service jobs can be stressful, in part, because employees have to deal with rude and abusive customers. However, little is known about the antecedents to customer incivility from the perspective of the service provider. The present study bridges this gap and provides an understanding of the mechanisms by which targeted employees’ personality characteristics and customer-oriented behaviors influence their experiences of customer incivility. The results suggest two possible pathways to reduce employees’ customer incivility experiences including selection and training activities to develop a high core self-evaluation and more customer-oriented behaviors.
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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 (February 12, 2018): 76–87. http://dx.doi.org/10.1108/jmd-12-2016-0315.

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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 customers who use the products of Halo, As and Simpati, domiciled in Malang, 2016. Since it was impossible to get the exact number of customers, the population in this study is infinite. The study had a sample size of 200 respondents. This research uses the structural equation modeling (SEM) analysis techniques along with AMOS methods. Findings The quality of service, service orientation, and strategy marketing mix applied by the company are not all variables can directly affect customer loyalty, but must first going through satisfaction. Which means that companies must first need to understand what the customer needs through variable service quality, service orientation, and marketing mix strategy so that the customers feel loyal when the level of satisfaction is resolved. The service quality provided by the telecommunications industry needs to be improved in order to improve customer satisfaction and loyalty of telecommunications services, especially for Telkomsel in Malang. Originality/value Originality for this paper shows: mediation effect (using the Sobel test) customer satisfaction on the effect of service quality, service orientation and marketing mix strategy to customer loyalty; location of the study (no previous research for this relationship): telecommunication services in Malang, Indonesia.
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Kaleem, Muhammad Musa, Saira Kaleem, and Hussain Ahmad. "Antecedents of Customer Service Orientation." Sarhad Journal of Management Sciences 4, no. 1 (June 30, 2018): 16–29. http://dx.doi.org/10.31529/sjms.2018.4.1.3.

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

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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 (December 2, 2019): 408–23. http://dx.doi.org/10.1108/ajems-10-2018-0314.

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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 institutions have a built-in customer base, and therefore places less emphasis on employees’ customer orientation. This notwithstanding, findings revealed that employees’ customer orientation behaviors significantly impacted customers’ perceived service quality and satisfaction toward public institutions. Similarly, customers’ perceived service quality influenced their satisfaction toward public institutions. SMEs serve as an engine for economic growth in an economy, and therefore public institutions must consider their peculiar needs in the delivery of service to them. Originality/value This study pointed out that, employees’ customer orientation behaviors of public institutions have an influence on customers’ perceived service quality and satisfaction. Previous studies on these concepts have largely focused on the private sector, where there are lots of competition. This study also specifically studied commercial customers (SMEs) of public institution, which is quite novel, especially in relation to the concepts studied. And the contribution of SMEs to economic growth makes their study even much more important.
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Gong, Taeshik, and Jin Nam Choi. "Effects of task complexity on creative customer behavior." European Journal of Marketing 50, no. 5/6 (May 9, 2016): 1003–23. http://dx.doi.org/10.1108/ejm-04-2015-0205.

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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 business-to-business service deliveries. Findings Results indicate that customer task complexity affects creative customer behavior not through intrinsic motivation but through customer stress, and reveal that customer learning orientation and customer creative ability positively moderate these relationships. Originality/value Customers, salespeople and their managers should enrich the customers’ tasks with core job characteristics, in particular significance and feedback, and treat task stress as a positive, surmountable challenge that facilitates customer value creation. The results also indicate that to enhance creative customer behavior, managers should appreciate and develop customers’ learning orientation and creative ability, which in turn leads to increased sales performance and service quality.
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Dissertations / Theses on the topic "Customer service orientation"

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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.

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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.

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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.

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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.

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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.

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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.
Bachelors
Business Administration
Management
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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.

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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 behavior affects overall customer orientation.The study is performed on the three major electronic retail stores in the Swedish market. Twelve types of behaviors were selected and were tested with the mystery shopper method and observations of customers in the stores. Two other behaviors of salespeople were discovered. The results show that many of the behaviors described in theories do apply to salesperson’s individual behavior. However, there are some behaviors that are more common than others. The conclusion is that even though there are some common salespeople behaviors, it is very individual how salespeople behave towards customers.

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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.

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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 operating within the construction consulting industry in Sweden. The result provides a conceptual framework for practising market orientation, based largely on empirical findings, which in the conclusion is summarized into a model to visualize the interconnection of the different parts of market orientation. The framework developed is ‘The Market Orientation Model’ which is made up four stages; (1) ‘Assess Current State’ in which the goal is to understand the current state of the firm; current market, current services and current competences. (2) ‘Collect Intelligence’ where the collection of market intelligence, using a set of different processes, about the needs and demands of current, new and internal customers should be gathered. (3) ‘Create Insight’ which is the process of identifying the Market Potential or the Market Demand through processes of organization wide dissemination and analysis of the gathered intelligence. (4a) ‘Create Response Initiative’ where the aim is to create new, or develop existing service offerings to meet the demand or need of the market. (4b) ‘Create Sales Initiative’ which is the initiation of a sales attempt of existing services to new or existing customers. The model creates a summarized picture of what constitutes market orientation and how it can be adapted to an organization. It can be used to create a standardized approach for an entire organization in building a market oriented firm. By continuously following this model in a market oriented firm, greater alignment with market should be achieved.
Denna rapport kombinerar teoretiska och empiriska resultat för att skapa ett helhetstäckande ramverk för marknadsorienterad verksamhet inom professionella tjänsteföretag. Förändringar i dessa företags omvärld har utvecklat ett behov av att införa mer strukturerade rutiner för att bedöma marknaden och genom både marknadsinsatser och interna processförbättringar möta dessa förändringar. Ett antagande gjordes att marknadsorientering var ett relevant koncept för att bemöta detta behov. En kvalitativ empirisk studie genomfördes på ett större professionellt tjänsteföretag på den svenska teknikkonsultmarknaden med inriktning mot byggbranschen. Resultatet består av ett konceptuellt ramverk för marknadsorientering, som till stor del bygger på empiriska resultat. Detta sammanfattas i en modell för att visualisera kopplingarna mellan de olika delarna av marknadsorientering. Ramverket benämns som "The Market Orientation Model" som består  av fyra steg; (1) "Utvärdera aktuellt läge" där målet är att förstå den nuvarande situationen för företaget, den aktuella marknaden, nuvarande tjänster och nuvarande kompetenser. (2) "Samla information" med  målet  att  samla  in  marknadsinformation  om  befintliga,  nya  och  interna  kunders tjänstebehov med hjälp av en uppsättning processer. (3) 'Skapa ins ikt’, som är processen för att  identifiera  marknadens  potential  eller  efterfrågan  genom  processer  för  organisatorisk spridning och analys av informationen som erhållits i steg två. (4a) ’Bemötande’ där syftet är att skapa nya, eller utveckla befintliga tjänsteutbud för att möta efterfrågan eller behov på marknaden.  (4b)  'Försäljningsinitiativ’  där  man  skapar  en  riktad  säljinsats  av  befintliga tjänster till nya eller befintliga kunder. Modellen ger en sammanfattad bild av vad som utgör marknadsorientering och hur den kan anpassas   till   en   organisation.   Det   kan   användas   för   att   skapa   ett   standardiserat tillvägagångssätt för en organisation att bygga ett marknadsorienterat företag. Genom att följa denna modell inom ett företag bör en bättre anpassning till marknaden uppnås.
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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.

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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 the individual level) in implementing effective service recovery programs. This is one of the few studies that have attempted to avoid the ecological fallacy, i.e., assume all consumers within a country are culturally homogeneous. Based on Justice Theory, this research conducted in Thailand, employed an experimental design to investigate how customer evaluations of service recovery efforts are influenced by interplay of the consumer???s cultural value orientation and service recovery attributes (apology, compensation, cognitive control, recovery initiation, and formality). The results reveal that cultural values of power distance, uncertainty avoidance and collectivism do indeed interact with a firm???s recovery tactics to influence perceptions of justice. In other words, the impact of a firm???s tactics is culturally dependent, and consumer expectations and perceptions of service recovery efforts vary, depending on customers??? cultural value orientation. Finally, all three forms of justice (distributive, procedural, interactional) along with disconfirmation of expectations, positively impact on overall service recovery satisfaction. Unlike previous studies, we found evidence to indicate that there is a temporal sequence associated with the three justice dimensions i.e., interactional and procedural justice precede and thus impact perception of distributive (outcome) justice. The results have implication for marketing theory as well as managerial action.
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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/.

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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 for use of the alternative scoring procedure is discussed.
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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.

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Books on the topic "Customer service orientation"

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

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Customer orientation and market action. Upper Saddle River, N.J: Prentice Hall, 1998.

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

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

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

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

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

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

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

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Book chapters on the topic "Customer service orientation"

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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, 211. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-10864-3_117.

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Matsuo, Makoto. "Determinants of Customer Orientation: Service Climate or Personality?" In Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 279–82. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-11806-2_118.

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Siddiqi, Mushtaq A., and Musadiq A. Sahaf. "Customer orientation of service employees and organisational performance." In Researching Marketing Decisions, 153–81. Abingdon, Oxon ; New York, NY : Routledge, 2019.: Routledge India, 2019. http://dx.doi.org/10.4324/9780429203558-10.

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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, 179–86. Singapore: Springer Singapore, 2017. http://dx.doi.org/10.1007/978-981-10-3290-5_16.

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Prosvirkina, Elena. "Service Management and Customer Orientation in Russian Banking Industry." In LISS 2013, 253–58. Berlin, Heidelberg: Springer Berlin Heidelberg, 2013. http://dx.doi.org/10.1007/978-3-642-40660-7_36.

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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, 233–50. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-02568-7_60.

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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, 331. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-18687-0_123.

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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, 210. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-10864-3_116.

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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, 635–36. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-66023-3_210.

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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, 216–21. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-65785-7_19.

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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.
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Conference papers on the topic "Customer service orientation"

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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.

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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.

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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.

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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.

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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). Paris, France: Atlantis Press, 2020. http://dx.doi.org/10.2991/assehr.k.201027.018.

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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). Paris, France: Atlantis Press, 2020. http://dx.doi.org/10.2991/assehr.k.200407.007.

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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.

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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.

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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.

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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.

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