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Dissertations / Theses on the topic 'Customer service orientation'

Author: Grafiati

Published: 4 June 2021

Last updated: 11 February 2022

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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.

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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.

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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.

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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.

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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.

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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.<br>Bachelors<br>Business Administration<br>Management

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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.

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<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

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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 o

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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 t

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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/.

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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 fo

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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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11

Caemmerer, Barbara. "The management of customer feedback in the development of service orientation in the public sector." Thesis, University of Strathclyde, 2006. http://oleg.lib.strath.ac.uk:80/R/?func=dbin-jump-full&object_id=23784.

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This thesis explores how service orientation can be developed in public sector settings, particularly through the management of customer feedback, in order to enhance service performance. This was seen as critical as public sector organisations have been experiencing increasing pressure to ameliorate services. However, little research has been conducted to understand how public management can achieve this objective. The research involved a literature review on service orientation, customer feedback in services and public sector management. The fieldwork which was undertaken at Scottish Enterpr

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12

Lee, Bernard. "The impact of Chinese value-customer Ren orientation on harmony, business relationship, service quality and loyalty." Thesis, University of Nottingham, 2016. http://eprints.nottingham.ac.uk/35844/.

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This thesis presents an empirical study of the effects of Customer Ren Orientation on Harmony, Business Relationship, Service Quality and Loyalty in the context of Chinese culture. Ren is a deeply embedded Chinese value in Chinese society. Actually, using Ren to deal with conflicts in various situations in the Chinese community is common. Nowadays, Chinese culture of Ren seems to emerge as a genuine gap that needs to be further investigated for the following reasons. Ren tends to affect business relationships between customers and service providers and consumers’ evaluations of these relations

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Monaghan, Diane M. "Emotional Labor in Customer Service Work: The Perceived Difficulty and Dispositional Antecedents." University of Akron / OhioLINK, 2006. http://rave.ohiolink.edu/etdc/view?acc_num=akron1153785194.

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Adolfsson, Sofia, Karin Lööf, and Dahlen Marie Ört. "Sätts hyresgästen i fokus?" Thesis, Högskolan Väst, Avd för elektro, lantmäteri och naturvetenskap, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hv:diva-4935.

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På grund av den bostadsbrist på som idag delvis råder på hyresrättsmarknaden, kan frågan ställas huruvida fastighetsföretagen har incitament till att arbeta kunddrivet för att därmed öka sin konkurrenskraft. Att allmännyttiga bostadsbolag ska drivas utifrån affärsmässiga principer bestäms genom en ny lag från 2011 - Lag (2010:879) om allmännyttiga kommunala bostadsaktiebolag. Den nya lagstiftningen medför också ett nytt hyressättningssystem. Dessa förändringar kan komma att medföra nya spelregler på marknaden som innebär en ökad konkurrens bland fastighetsföretagen samt att kunden kan komma at

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Yin, Wang. "Probing of Consumer Orientation Based On Service-Dominant Logic : By Empirical Study of Cosmetics Companies." Thesis, Karlstad University, Division for Business and Economics, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-5580.

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<p>With marketing concept being maturely developed, many firms are encouraged being customer-oriented. However, as firms pursue advanced technology development which is in order to meet customers’ various needs and being competitive, the furious competition of products innovation and development is raising which leads to time and people consuming blindly for firms, and the space of being competitive is condensed. In such case, a new logic is advocated which is to ask firms to lay down the separated line with consumers, and start to consider about interaction with consumers and other value netw

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Schmidt, Donald. "The impact of cultural orientation on the perceived value of IT mediated customer service in an e-business context." Thesis, University of British Columbia, 2007. http://hdl.handle.net/2429/32510.

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Electronic commerce (e-commerce) has not only opened up new and lucrative markets globally, it has generated novel business models and a new birthplace for innovation in customer service. Historically customers have been won or lost at times based not on products themselves but rather on the perceived value of ancillary services that are provided before, during, and after the actual product purchase. Because, in the case of E-commerce, these services are provided without direct human intervention, e-commerce websites designers have a unique opportunity to contribute to the success of their org

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Sandén, Bodil. "The Customer's Role in New Service Development." Doctoral thesis, Karlstad University, Faculty of Economic Sciences, Communication and IT, 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-785.

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<p>Given today’s industry dynamics, new service development is becoming increasingly important to the competitiveness, growth, and survival of organizations. Unfortunately, new service development has proven to be a complex and difficult task. Numerous reasons are stated in the literature such as the difficulty of understanding and anticipating latent customer needs and insufficient market research techniques. To facilitate proactive learning about the customer, recent findings stress customer involvement in the development process and observations of customers in real action.</p><p>The overal

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Al-Shirawi, Abdulmonem. "Measuring the level of market orientation among financial services providers in a resource-based economy : organizational and customer perspectives." Thesis, Brunel University, 2013. http://bura.brunel.ac.uk/handle/2438/7263.

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Following the pioneering work of Kohli and Jaworski, Narver and Slater, and other academic researchers during the 1990s, the concept of ‘market orientation’ has evolved as an important area of study within the marketing discipline. This work has initiated a large number of empirical studies that have been undertaken during the last two decades. Despite its importance and the attention that this concept has received during the last two decades, most of these studies have conceptualized market orientation and measured its levels within only the Western contexts where it has been developed. Altho

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Ivarsson, Lars. "Vad betyder kundfokus? : En studie av närhet, kompetens och teknik." Doctoral thesis, Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-2359.

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This is a dissertation about customer focus. Customer focus is a concept that can be understood in terms of giving the customer what the customer wants. It has been argued that the industrial society has transformed into a service society with the obvious consequence that services nowadays play a leading part, not at least in regard to customer focus. The customer of today is claimed to have lost interest in mass consumption and is much attracted to personalized and unique solutions, something that results in the fact that businesses must create or develop customer focus, i.e. listen to the cu

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Shehla, Mohammad, and Duru Melda. "KUNDVÄRDE INOM TJÄNSTEFÖRETAG : En studie som belyser likheter och skillnader inom kundvärde utifrån kunds och företagsperspektiv." Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-31252.

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Uppsatsens titel: Kundvärde inom tjänsteföretag – En studie som belyser likheter och skillnader inom kundvärde utifrån kunds och företags perspektiv Datum: 8 Jan 2016 Nivå: Kandidatuppsats i företagsekonomi, 15 högskolepoäng Instution: Akademin för Ekonomi, Samhälle och Teknik, EST, Mälardalens Högskola Författare: Melda Duru & Shehla Mohammad Titel: Kundvärde utifrån kundens och företagets perspektiv Handledare: Magnus Linderström Nyckelord: Tjänstemarknad, kundvärde, kundlojalitet, illojalitet, kundorientering, marknadsmix. Frågeställning: Hur skiljer sig kundvärdet mellan en adv

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Guan, Hao. "Un cadre de conception pour les PSS basé sur l'ingénierie simultanée tridimensionnelle." Thesis, Bordeaux, 2019. http://www.theses.fr/2019BORD0173/document.

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Au cours des deux dernières décennies, l'économie industrielle a fait un pas dans l'économiedes services. De nombreuses illustrations témoignent de cette évolution comme le montrent lesnouveaux modèles d’affaires mis en oeuvre par les industriels. Ceux ci sont de plus en plusnombreux à passer de la logique traditionnelle axée sur la vente de s produits à la lo gique« servicielle » qui se focalise sur les effets utiles et la performance d’usage de la solution par lesparties prenantes . Dans ce contexte, les systèmes produits services (PSS) sont considérés commel’ une des mises en oeuvre possibl

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Abu, Bakar Ainul Zakiah. "Dining at continuing care retirement communities: a social interaction view." Diss., Kansas State University, 2012. http://hdl.handle.net/2097/15168.

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Doctor of Philosophy<br>Department of Hospitality Management and Dietetics<br>Deborah Canter<br>Chihyung Ok<br>As the number of older adults increases so does the demand for housing and personal care needs. The continuing care retirement community is unique from other senior care facilities as it provides a continuum of housing and care that caters towards an individual’s need. Foodservice is often utilized to attract older adults into retirement facilities. Such service would give residents additional opportunities to socialize with service workers as well as other patrons of the restaurant.

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Peloso, Antony Frederick. "The antecedents of the employee loyalty-customer loyalty relationship." Queensland University of Technology, 2005. http://eprints.qut.edu.au/16028/.

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Increasing and maintaining customer loyalty has been shown to enhance service firm profitability. This research focuses on the antecedents of customer loyalty in a large national North American banking organisation, in particular the relationship between employee loyalty and customer loyalty, and further within the organisation, the antecedents of the employee loyalty-customer loyalty relationship. Thus the current research investigates the chain of events from managerial actions to customer loyalty with the aim of identifying relevant managerial practices and their influences within the or

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Björkman, Hans. "Learning from members : tools for strategic positioning and service innovation in trade unions." Doctoral thesis, Handelshögskolan i Stockholm, Programmet Människa och Organisation (PMO), 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:hhs:diva-530.

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The formal governance structure is more complex in trade unions than in many other organizations. Trade union researchers have drawn attention to the tensions between union administrative and representative systems and the fact that control in unions is bi-directional from leaders to members (through formal control systems), and from members to leaders (through democratic structures). This study has shown that the utilization of market orientation methods has the capacity to strengthen the administrative system without interfering with or being hindered by the representative system. The findin

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Sandevärn, Johan. "Koll på kunden : Ökad kundorientering i kollektivtrafikplaneringen med service design och co-production." Thesis, Mittuniversitetet, Avdelningen för kvalitetsteknik, maskinteknik och matematik, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-29032.

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Att fånga kundens behov och förväntningar är nyckeln till stärkt konkurrensförmåga och ökad lönsamhet. Trots detta är offentliga verksamheter dåliga på att ta till vara på kunden och dennes erfarenheter och kunskap som en resurs i kvalitetsförbättringsarbetet. I januari 2012 trädde den nya kollektivtrafiklagen i kraft i Sverige. En tydlig målsättning med den nya kollektivtrafiklagen är att resenärsperspektivet i större utsträckning ska vara en del av kollektivtrafikplaneringen. Syftet med denna uppsats är att utveckla kunskap om hur offentliga verksamheter med ansvar för kollektivtrafik kan up

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Wallin, Salthammer Björn. "Barninvolvering i socialtjänstenverksamhetsutveckling : En kvalitativ studie om barns delaktighet via Västermodellen." Thesis, Mittuniversitetet, Avdelningen för kvalitets- och maskinteknik, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-40249.

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The purpose of this case study is to understand how children participation cancontribute to the organizations development through the Västermodel. TheVästermodel is a tool which four municipalities use to involve children in purpose toachieve a development. The method of use in this study has been semi structuredqualitative interviews and document analysis. The data has been collected from oneorganization that used the Västermodel during two years. The result shows that theVästermodel is orientated towards evaluation and that the children have a low degreeof participation. Despite this, the re

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Jaensson, Jan-Erik. "Marknadsorientering i tjänsteföretag : en studie av försäkringsbolag." Doctoral thesis, Umeå universitet, Företagsekonomi, 1997. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-62071.

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The background to this thesis is found in the growing importance of the marketing concept. The concept has been used frequently in articles in the past few years, in spite of lack of consensus about what it is. To make a contribution to the theoretical field the theories about service marketing and market orientation had to be examined and the relevant factors drawn out to construct a model for describing market orientation in service companies. The theoretical examination resulted in the following three components that together constitutes the foundation of the marketing concept in service c

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Karlsson, Johanna, and Kirsi Minkkinen. "Radikal Kundinvolvering : - innovativt samskapande för tjänstekvalitet." Thesis, Mittuniversitetet, Avdelningen för kvalitets- och maskinteknik, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-38825.

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Tidigare forskning har visat att kundinvolvering kan ske på olika nivåer, där dehögsta nivåerna bidragit till bland annat ökad kundnöjdhet, konkurrenskraftigafördelar och förbättrat införande av nya tjänster hos organisationerna. Syftet medstudien har varit att bidra med kunskapsutveckling kring Radikal Kundinvolveringinom tjänstesektorn. Begreppet var nytt för forskningsområdet och få tidigarestudier visade effekterna av djupgående kundinvolvering. Den teoretiskareferensramen inleddes med kundfokus inom Offensiv kvalitetsutveckling,kundengagemang och kundinvolvering för att slutligen mynna ut

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Ternander, Gustav, and Alexander Puhls. "Från intern kund till slutkund : En studie om förhållandet mellan intern marknadsföring och kundorientering, ett bidrag och en genomgång." Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-53119.

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Frågeställningar: Vad är förhållandet mellan intern marknadsföring och kundorientering inom den svenska banksektorn? Vad finns det för kunskapsgap i förhållandet mellan intern marknadsföring och kundorientering? Syfte: Syftet med denna studie är tvådelad. För det första syftar studien till att bidra med förståelse för hur förhållandet mellan intern marknadsföring och kundorientering kan studeras genom empirisk granskning av teorier på en oprövad kontext. För det andra ämnar studien upptäcka förhållandets framtida forskningsfokus genom en systematisk litteraturgenomgång. Metod: Genom brukande

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Layland, Peter John. "Public service orientation in housing : theory v reality." Thesis, University of Salford, 2000. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.314003.

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Jedličková, Lucie. "Uplatnění marketingu v sektoru služeb." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2009. http://www.nusl.cz/ntk/nusl-264837.

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This diploma work deals with marketing utilization in service sektor, concrete in legal profession. The objective was to make analysis of marketing assertion in legal office. On the basis of suitable methods was followed and evaluated actual posture of marketing literacy in legal office. Result of practical analyses was definition of barriers, handicaps, reserves and opportunities at marketing utilization in legal office. Theoretical part features information about marketing in service sektor, shows in legal profession domain and gets acquainted with used methods. Practical part analyses conte

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Mediano, Javier Morales. "Customer orientation in highly relational services : antecedents and consequences." Thesis, University of West London, 2018. https://repository.uwl.ac.uk/id/eprint/5498/.

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The aim of this study is to investigate the role and implications of the customer orientation of service employees (COSE) in highly relational services (HRS) and its front-line employees. Customer orientation (CO) is considered a key pillar in the development of relationship marketing (RM). However, there are not COSE studies trying to fully exploit its potential by the use of highly relational settings and the introduction of new consequences from the original COSE model aligned with those of RM goals. Accordingly, the COSE model was adequately framed under the relationship marketing (RM) the

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Ashour, Mohammed L. M. "Marketing orientation, customer satisfaction and retention : the case of the telecommunications services market in Jordan." Thesis, University of Hertfordshire, 2014. http://hdl.handle.net/2299/14673.

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A great deal of attention has been devoted by researchers to examine different aspects of the relationship between marketing orientation (MO) and competitive advantage, mostly within causal relationship style research. However, the mechanisms and intermediate variables underlying this relationship remain vague and poorly investigated. Drawing upon mixed method research utilising qualitative and quantitative techniques, this study aims to offer further insight into this relationship within Jordan’s telecommunications market, focusing on customer satisfaction and customer retention as two promin

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Palmatier, Robert W. "How exchange inefficiency and relationship quality mediate the influence of relationship marketing on performance : the critical role of customer relationship orientation /." free to MU campus, to others for purchase, 2004. http://wwwlib.umi.com/cr/mo/fullcit?p3144448.

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Alinvi, Fatima, and Maira Babri. "Customers' Preferences of Insurance Services : How could insurance companies enhance their ability of meeting the constant changes in customers’ preferences in an increasingly competitive environment?" Thesis, Umeå University, Umeå School of Business, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-1531.

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<p>With the presumption of change as an inevitable phenomenon, the aim of this study is to explore ways in which insurance companies can enhance their ability of meeting the constant changes in customers’ preferences in an increasingly competitive environment. In order to conduct this study, we have used a qualitative research strategy to gain a better understanding of young customers’ preferences about the services provided by insurance companies. Based on these preferences we provide useful suggestions for insurance companies. Existing theory suggests that customers change their preferences

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Fast, Danene K. "Bus Drivers, Customers, & Canes:Exploring Accessibility to Public Transportation for Travelers with Vision Loss." The Ohio State University, 2018. http://rave.ohiolink.edu/etdc/view?acc_num=osu1529780547432842.

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Joseph, Richard. "Investigating the role of Customers and other external influencers in radical new product development – a network approach." Thesis, University of Auckland, 2008. http://hdl.handle.net/2292/3397.

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The broad objective of this thesis is to extend our understanding of radical new product development (NPD) beyond degree of customer orientation (CO) by assessing the role and influence of both customers and other external influencers (OEIs). While a number of studies have investigated the relationship between CO and NPD outcomes, such studies typically focus on incremental NPD. The role of customers is also typically investigated using numerical scales to understand degree of CO, and fails to consider the important implementation issues of which, when and how customers are involved through th

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Kolb, Peter Markus. "The Effects of Temperature on Judgment and Behavior in the Contexts of Jurisdiction, Retail, and Services." Doctoral thesis, Universitätsbibliothek Chemnitz, 2012. http://nbn-resolving.de/urn:nbn:de:bsz:ch1-qucosa-96306.

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Warum verwenden wir Wörter, die mit physikalischer Temperatur zu tun haben, zur Beschreibung zwischenmenschlicher Phänomene (wie zum Beispiel “eine warmherzige Person” oder “jemandem die kalte Schulter zeigen”)? Jüngere Forschung im Bereich Embodied Cognition hat in aktuellen Publikationen eine Antwort auf diese Frage geliefert: Das Erleben von physikalischer Wärme wird unbewusst mit Gefühlen interpersonaler Wärme assoziiert; physikalische Kälte hingegen wird mit Gefühlen von interpersonaler Kälte und Einsamkeit verbunden. In diesem Zusammenhang konnten beispielsweise Williams und Bargh (2008

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Sung, Yu-Ting, and 宋昱廷. "The Effect of Customer Orientation through Service Orientation and Service Capability on Performance in Small and Median Service Industry." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/a936vf.

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碩士<br>國立臺北科技大學<br>商業自動化與管理研究所<br>96<br>Many service industries in Taiwan are small and median industries which have small scale, short lifetime, poor managerial ability and experience. The revolution and innovation of business management are already imperative to face new environmental changes and industrial competition. There is possibility of intervening variables in partial researches about customer orientation and performance. There are few researches which combine customer orientation with core capabilities, and fewer which connect relative service variables. Hence the research structure

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Lun, Jiang Li, and 蔣禮倫. "Service Failure and Service Recovery in Hairdressing Service-Orientation with the Customer Experience Management." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/51423928998557887460.

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碩士<br>大葉大學<br>人力資源暨公共關係學系碩士在職專班<br>96<br>Rcently，hairdressing service has been the most popular industry because of better customer experience，3C communication technology and fashion approach . All of them care about brand images and service quality to reduce the service failure to provide the best service quality and relationship between service pro-vider and customer whatever small hairdressing studio or chain system. Customer experience，interaction processes and development of service process are the three elements in researching service failure. “ SSIT ” (Subjective Sequential Incidents Te

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Wen, Hsiang, and 文翔. "The relationship between customer orientation and service innovation on customer satisfaction study with mobile value-added services." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/6dkvze.

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碩士<br>國立臺東大學<br>資訊管理學系碩士班<br>98<br>Over the past 20 years, the amount of domestic mobile phone business continued to grow vigorously up, but growth rate of mobile phone numbers decline last few years.；With the Mobile phone of product development of technological progress, and internet communications with software applications under the ever-changing develop environment. As mentioned earlier, the enterprise can use many tools to create divers new Mobile Value-added Services or possibility of new functions. However, to combine new technology and old services or create new ones is always the most

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Chang, Wei-Chin. "Factors influencing customer orientation of service employees in the bank /." 1995. http://arrow.unisa.edu.au:8081/1959.8/84597.

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Concepcion, Maryury, and 康瑪莉. "The Impact of Customer-Orientation Consensus and Employees’ Emotional Stability on Customer Service Quality." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/y962vf.

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碩士<br>淡江大學<br>商管學院經營管理全英語碩士學位學程<br>106<br>The topic of customer service is a commonly discussed business practice. Customers would always talk about and remember a company pleasantly if they receive satisfactory and consistent services from an organization. Nevertheless, customers still routinely complain about poor services. This study tries to explore the relationship of one personal factor, i.e., emotional stability, and one organizational factor, i.e., customerorientation consensus, with the service quality consistency in an organization. This study will conduct a brief literature review o

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"Relationship of organizational citizenship behaviors and customer orientation to service quality and customer satisfaction." Tulane University, 2001.

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Organizational Citizenship Behavior (OCB) is performance that supports the social and psychological environment in which job-specific tasks function (Organ, 1997). Researchers have mainly examined the variables that predict an employee's OCB (e.g., Organ and Konovsky, 1989). However, the OCB literature points out that OCBs also may have important consequences for an organization (e.g., Organ, 1988). Moreover, OCBs mainly have been investigated at the individual level of analysis; that is, studies have viewed OCBs as individually exhibited behaviors. Yet, OCBs may also be displayed at the group

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Huang, Hsin-han, and 黃信翰. "Exploring the Relationship Between Customer Orientation and Customer Loyalty: An Application of Service-Profit Chain." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/69857962903578783135.

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碩士<br>國立高雄第一科技大學<br>行銷與流通管理研究所<br>103<br>The real estate industry of Taiwan develops rapidly so that the requirement of additional manpower and the increases of stores are necessary in recent years. Hence, when the services projects that the real estate companies offer become indifferent, the companies start to increase the number of stores and train new real estate agent so as to get a slice of the action from the market of real estate industry. However, the real estate companies ignore the service quality and customer demands, resulting they can’t draw new customers attention and even keep t

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唐莉欣. "Constructing and Validating the Restaurant Customer-based Service Orientation Scale (RCSOS)." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/4z65wy.

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碩士<br>國立臺灣師範大學<br>餐旅管理與教育研究所<br>100<br>The present study is to develop a Restaurant Customer-based Service Orientation Scale (RCSOS) to assess the degree of faith, attitude, and behavior performed by the restaurant service providers while delivering services. Applying the rigorous construction stages suggested by Churchill (1979), the study first collected the item pool from relative literature analyses and defined the concept of the construct. Followed by the focus group discussion and expert validity, 55 items were criticized and generated which were used as the pre-test version of the scale

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Wei, Chin-Hsuan, and 魏敬軒. "Linking Service Climate and Customer Orientation: The Role of Work Engagement." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/8gbtv5.

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碩士<br>國立高雄大學<br>經營管理研究所<br>106<br>In service context, customer orientation is important for frontline employees to deliver high value service. In other words, frontline employees play an important role to influence the customer service experiences, which in turn may influence the consumer attitudes. There is currently a paucity of research on how service climate influences frontline employees’ customer orientation and it is still unexplained by existing literature. The purpose of this study is to investigate the mediating role of work engagement between service climate and frontline employees

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Jau-chiuan, Fang, and 方昭權. "Service Climate Effects on Customer Attitudes－The Mediating Roles of Customer Orientation and Customer-oriented boundary-spanning behavior." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/91267771671295782938.

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碩士<br>南台科技大學<br>企業管理系<br>95<br>According to the issues in service marketing literature, the link of service climate and customer performance have received support, but studies in the link between organizations, employees and customers are not advance enough to support service profit chain. The study takes shoe salesmen and their customers as subjects. Besides, it focuses on whether the service climate in organizations can rise employee customer orientation and customer-oriented boundary-spanning behavior up to affect customer’ perceived service quality. On reviewing the related literatures

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Hsieh, Cheng-Yun, and 謝承澐. "Examining the influences of customer orientation, service value and service innovation on customer satisfaction: An empirical study of Apple iPad." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/hnxb67.

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碩士<br>國立臺東大學<br>資訊管理學系碩士班<br>100<br>These recent years, both profit and non-profit organizations regard innovations as the key to boosting competition. Therefore, in the daily dramatically commercial environments created by companies, innovation can lead companies to the top of their respective industries. In the flat tablet pc, the Apple iPad has better sales than all other brands. This means that iPad as the same kind of innovative product has great advantages because of the high quality and efficiency off the Apple Company and it is Apple store. This stores can provide new concepts of servi

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Tseng, Yumin, and 曾鈺閔. "Service Innovation, Service Value, and Brand Relationship Quality: The Moderating Effect of the Customer Orientation." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/29953925295826240491.

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碩士<br>東海大學<br>國際貿易學系<br>100<br>This research aims at whether service value would be promoted by moderating effect of customer orientation into service innovation, and then it would affect the interrelationship among brand relationship quality, positive word-of-mouth, and brand commitment. Besides, the research also discusses about whether brand relationship quality affects customer’s brand commitment and positive word-of-mouth. The empirical context is provided by a case study of xxx Beauty Spa Industry. With the effective response rate 281 out of 282, we examine the effects of the research. A

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