To see the other types of publications on this topic, follow the link: Customer service orientation.
Journal articles on the topic 'Customer service orientation'
Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles
Consult the top 50 journal articles for your research 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.
Browse journal articles on a wide variety of disciplines and organise your bibliography correctly.
1
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.
Full textAbstract:
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.
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 (February 9, 2015): 179–97. http://dx.doi.org/10.1108/md-05-2014-0252.
Full textAbstract:
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.
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 (July 15, 2011): 1–7. http://dx.doi.org/10.22610/jebs.v3i1.249.
Full textAbstract:
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.
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 (March 2, 2018): 060. http://dx.doi.org/10.14807/ijmp.v9i1.347.
Full textAbstract:
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
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 (January 2, 2020): 281–96. http://dx.doi.org/10.1108/ijqss-12-2018-0104.
Full textAbstract:
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.
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 (February 12, 2018): 76–87. http://dx.doi.org/10.1108/jmd-12-2016-0315.
Full textAbstract:
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.
7
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.
Full text
8
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.
Full text
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 (December 2, 2019): 408–23. http://dx.doi.org/10.1108/ajems-10-2018-0314.
Full textAbstract:
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.
10
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.
Full textAbstract:
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.
11
Yeh, Ying-Pin. "Market orientation and service innovation on customer perceived value." Management Research Review 39, no. 4 (April 18, 2016): 449–67. http://dx.doi.org/10.1108/mrr-08-2014-0205.
Full textAbstract:
Purpose To enhance their competitive advantage, firms are increasingly regarding customer-perceived value as a vital factor in advancing the level of service performance. This paper aims to explore how supermarket retailers select and implement market orientation (MO) and service innovation strategies to enhance customer-perceived value based on their investment. Design/methodology/approach A review of the related literature indicated that studies have rarely explored the meanings and outcomes of MO and service innovation. Therefore, this paper examined the roles of MO and service innovation, evaluating how these factors affected relationship quality and customer-perceived value in a supermarket context. Customer advocacy and customer participation were evaluated as the mediating variables, and six hypotheses were formulated. The data were collected by conducting a questionnaire survey of the customers from five of the largest Taiwanese supermarket retailers. A structural equation model was used to test the hypotheses based on the respondent sample data. Findings The results indicated that customer participation and relationship quality are positively related to customer-perceived value. Customer advocacy is positively related to customer participation and relationship quality. MO and service innovation are positively related to customer advocacy. Research Limitations/implications The high explanatory power of the results of the deduced model in this research help explain the MO and service innovation of supermarket retailers toward customers. However, the collection of data related to other retailers requires consumers in other countries to test the robustness of this theoretical model. The results of analyses conducted on other industries and in other countries may differ. Practical Implications This paper investigated how the MO and service innovation capabilities of supermarket retailers contributed to their customer advocacy to achieve superior customer participation, customer relationship quality and customer-perceived value. Originality/value This paper investigates the effect of MO and service innovation on relationship quality and perceived value, and regards customer advocacy and customer participation as mediators.
12
Hur, Won-Moo, Tae Won Moon, and Su-Jin Han. "The effect of customer incivility on service employees’ customer orientation through double-mediation of surface acting and emotional exhaustion." Journal of Service Theory and Practice 25, no. 4 (July 13, 2015): 394–413. http://dx.doi.org/10.1108/jstp-02-2014-0034.
Full textAbstract:
Purpose – The purpose of this paper is to examine how customer incivility affects service employees’ emotional labor (i.e. surface acting) and the way surface acting augments their emotional exhaustion at work, and in turn, damages customer orientations of service employees. Design/methodology/approach – Using a sample of 309 department store sales employees in South Korea, a two-stage mediation model is used in terms of structural equation modeling. Findings – The results indicate that customer incivility is positively related to service employees’ use of surface acting; this, in turn, results in feelings of emotional exhaustion, which are negatively related to their customer orientation. That is, the findings of this study shows that the negative relationship between customer incivility and service employees’ customer orientation was fully and sequentially mediated by service employees’ surface acting and emotional exhaustion. Research limitations/implications – The main limitation is the nature of the cross-sectional data the authors used in the analysis. It gives us reason to be very cautious in reaching conclusions concerning causal relationships among variables, since the authors did not capture longitudinal variation. Practical implications – The research shows that customer incivility has a negative effect on service employees’ customer-oriented behaviors since experiences of customer incivility among emotionally exhausted employees via surface acting generates inadequate and unfair sense-making related to the treatment offered by customers, which increases the tendency of decreasing their effort and loyalty for customers to prevent further loss of emotional resources. Therefore, service organizations should devise appropriate strategies and implement systematic programs for reducing employee exposure to customer incivility, or preventing it altogether. Originality/value – The current study broadens the conceptual work and empirical studies in customer incivility literature by representing a fundamental mechanism of why customer incivility negatively affects service employees’ customer orientation. The primary contribution of the study is to gain a deeper understanding of how customer incivility leads to lower employee customer-oriented behaviors through double mediating effects of surface acting and emotional exhaustion.
13
Tajeddini, Kayhan. "Customer Orientation, Learning Orientation, and New Service Development." Journal of Hospitality & Tourism Research 35, no. 4 (January 13, 2011): 437–68. http://dx.doi.org/10.1177/1096348010380599.
Full textAbstract:
Although many studies have investigated the role of customer orientation and learning orientation on a firm’s performance in small, medium, and large enterprises, the literature provides little empirical evidence about the role of customer orientation and learning orientation within the hotel industry. This current work investigates the influence of these variables on new service development and their subsequent effect on performance (financial and perceptual). Also, the impact of participating managers’ positive attitude toward change on new service development has been examined. Using data from hotel managers and owners located in Switzerland, several hypotheses have been formulated and tested. The findings not only verify aspects of prior research but also provide a new insight by exploring customer orientation, learning orientation, and new service development simultaneously, revealing how these factors affect the performance of the Swiss hotel industry. Although support for some hypotheses was found, these results need to be evaluated in light of the limitations, which moderate the contribution and also provide areas for further research.
14
Madhavi, Thaya, and Rajesh Mehrotra. "A Study on the Concept of Employees Customer Orien-tation and its Impact on Competence Development." International Journal of Engineering & Technology 7, no. 4.24 (November 27, 2018): 46. http://dx.doi.org/10.14419/ijet.v7i4.24.21854.
Full textAbstract:
It is thought world over that customer orientation of employees needs to corporate success. It constitutes the major element of customer service thrown open by customer oriented service personnel to decide upon the great success of the business firm. Customer oriented service personnel are bestowed with communication, technical, problem solving skills, personality traits and commitment. Anticipating customer wishes and these in advance, and to act accordingly by customer oriented service personnel is a pivotal factor for the progress of an organization. This paper intends to study the concept of operational level employees orientation towards customers and its implication for competence development.
15
Latorre Guillem, Miguel Angel. "The Customer Orientation Service of Spanish Brokers in the Insurance Industry: The Advisory Service of the Insurance Distribution Channel Bancassurance." Sustainability 12, no. 7 (April 8, 2020): 2970. http://dx.doi.org/10.3390/su12072970.
Full textAbstract:
This research focuses on the customer orientation of insurance brokers, whose activity is regulated by the Law on the mediation of private insurances and reinsurances. The goal is to ascertain whether the intermediation inherent in the insurance broker’s activity, which implies a customer-oriented service, entails a positive behaviour that transcends the immediate environment, reaching society. This study presents a comparative analysis between the insurance brokerage society, characterised by a personalised customer service, and banks’ advisory services on insurance. To this end, the study uses a sample of insurance brokerage firms in Spain. The results presented in this study suggest that the customer values the advisory service provided by the broker. However, for a particular business segment in standardized insurance products and products related to banking assets, customers are more likely to resort to the bank’s services. In addition, the results indicate that the commission percentages applied by the entities operating in the banking insurance channel exceed those perceived by the insurance broker. With all this, intermediation in the development of the insurer’s activity can entail social behaviour that involves customer-orientation and, possibly, social service and environmental performance.
16
Larisa, Dragolea, and Ungureanu Dănuţ. ""Service Quality Management Through Customer Orientation "." Annales Universitatis Apulensis Series Oeconomica 2, no. 10 (December 31, 2008): 785–90. http://dx.doi.org/10.29302/oeconomica.2008.10.2.48.
Full text
17
Kelley, Scott W. "Developing customer orientation among service employees." Journal of the Academy of Marketing Science 20, no. 1 (December 1992): 27–36. http://dx.doi.org/10.1007/bf02723473.
Full text
18
Zhang, Jing, Yanxin Jiang, Rizwan Shabbir, and Miao Zhu. "How brand orientation impacts B2B service brand equity? An empirical study among Chinese firms." Journal of Business & Industrial Marketing 31, no. 1 (February 1, 2016): 83–98. http://dx.doi.org/10.1108/jbim-02-2014-0041.
Full textAbstract:
Purpose – The paper aims to explore how brand orientation impacts brand equity via internal branding, presented brand, word-of-mouth and customer experience from stakeholder interaction perspective in industrial services context. Brand orientation has emerged as an attractive business philosophy for industrial service companies who believe that brand plays an influential role in delivering customer value and improving firm’s performance. However, the impact of brand orientation upon brand equity is not clear yet, and the active roles of multiple stakeholders in co-creating brand equity are largely neglected in business-to-business (B2B) branding literature. Design/methodology/approach – A questionnaire survey was conducted among 258 pairs of firms located in mainland China. A total of nine research hypotheses related to how brand orientation impacts B2B service brand equity were examined by structural equation modeling technique. Findings – The research findings indicate: a company with high level of brand orientation will both actively communicate its brand to customers and implement internal branding among employees; internal branding enhances willingness and skills of service employees so that they can provide customers with excellent service experience, which will lead to positive word-of-mouth; effective brand communication, pleasant customer experience and favorable word-of-mouth can result in positive brand association in the mind of customers and finally build up corporate brand equity. Research limitations/implications – The major limitation of this paper is that some other potential stakeholders and additional interactive processes among organization, employees and customers, which have potential to impact brand equity, are not included in the model. Originality/value – This study makes theoretical contribution by addressing the gaps in the branding literature with respect to industrial services context and stakeholder interaction perspective. It also provides practical implications for B2B service firms as to how to develop a strong brand by implementing brand orientation within the network of core stakeholders.
19
Matteson, Miriam, and Cynthia Boyden. "Old wine in a new bottle: customer orientation in librarianship." Reference Services Review 42, no. 3 (August 5, 2014): 433–45. http://dx.doi.org/10.1108/rsr-02-2014-0003.
Full textAbstract:
Purpose – The purpose of the paper is to explore the research on the personality trait of customer orientation (CO) and consider how it may be applicable to customer service work in libraries. Design/methodology/approach – The paper reviews business research literature on CO and relates it to library science literature on customer service. Findings – CO is a measurable personality trait that is shown to predict customer service behaviors in service employees. Research also shows that CO is associated with customers’ perceptions of service quality. Practical implications – Libraries should prioritize CO in their hiring, training and recognition processes. Originality/value – CO is a well-researched personality trait in the business literature. The original contribution of this paper is to report the research on customer orientation, relate it to similar concepts in librarianship and suggest ways libraries can integrate an awareness of CO in their human resources processes.
20
Gil Saura, Irene, Gloria Berenguer Contrí, Amparo Cervera Taulet, and Beatriz Moliner Velázquez. "Relationships among customer orientation, service orientation and job satisfaction in financial services." International Journal of Service Industry Management 16, no. 5 (December 2005): 497–525. http://dx.doi.org/10.1108/09564230510625787.
Full text
21
Tran, Thao Thi Phuong, and Thuy Ngoc Pham. "RELATIONSHIPS OF SERVICE QUALITY, SERVICE VALUE AND CUSTOMER LOYALTY - A STUDY OF DOMESTIC AIRLINE SERVICE." Science and Technology Development Journal 14, no. 2 (June 30, 2011): 47–55. http://dx.doi.org/10.32508/stdj.v14i2.1928.
Full textAbstract:
For several decades, improving service quality has been considered the best way to enhance customer satisfaction that leads to increase customer loyalty. However, customer satisfaction that is viewed as the most important factor to determine customer loyalty, does not always lead to success. Moving marketing from customer satisfaction orientation to customer value orientation has recently been being a central issue in service marketing. Given these situations, this study aims to explore the relationships between service quality, service value and customer loyalty. Its purpose is to test whether service value should be an alternative to determine customer loyalty beside customer satisfaction. Results of SEM analysis based on a sample of 308 passengers using airlines service in Ho Chi Minh City show that there are two factors of service quality with significantly positive impacts on customer loyalty through such an intermediary as service value.
22
Jauzi, Ibnu, and Ari Prasetyo. "ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH." Jurnal Ekonomi Syariah Teori dan Terapan 8, no. 3 (May 31, 2021): 297. http://dx.doi.org/10.20473/vol8iss20213pp297-304.
Full textAbstract:
ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.
23
Ambrož, Milan, and Martina Praprotnik. "Organisational Effectiveness and Customer Satisfaction." Organizacija 41, no. 5 (September 1, 2008): 161–73. http://dx.doi.org/10.2478/v10051-008-0018-2.
Full textAbstract:
Organisational Effectiveness and Customer SatisfactionThis paper presents a test of the relationship between organizational culture as a crucial indicator of organizational effectiveness and customer satisfaction using service-unit data from two health resorts. Ensuring survival of the service organisation in the long run requires adaptations which are oriented towards achieving maximum customer satisfaction. This study intended to unveil the effect organisational factors have on customer service orientation from the customer and employee point of view within a two health resort service setting. The finding suggests that when trying to predict the comparative degree which organisational effectiveness factors have in satisfying customers' needs, performance, adaptability and mission can be of the highest importance. Some effects like performance were uniform for employees and customers, while others varied depending on the organisation and the customer or employee group. Furthermore, findings suggest that service performance and organisation mission of the service organisation predict customer satisfaction based on established and proven health services. In this context there is no room for innovation, despite the fact that employees and customers do not share similar views about the impact of organisational effectiveness. Developing an effective service organisation can provide a competitive advantage to the organisation. Critical for the success of the service organisation is that organisational agents have a clear view of the existing organisation effectiveness and a clear view of the customer expectations in this area.
24
Nguyen, Tuan Van, and Hau Nguyen Le. "Firm’s service orientation, frontline employee behavior and customer participation - A study of short - training services." Science and Technology Development Journal 19, no. 2 (June 30, 2016): 120–31. http://dx.doi.org/10.32508/stdj.v19i2.732.
Full textAbstract:
This study investigated the impact of a firm’s service orientation on the behaviors of two key service interaction components, i.e. frontline employees and customers for value cocreation in short-training services. Data were collected from 220 trainers in 46 training organizations in HCMC. SEM analysis revealed that firm’s service orientation has substantial effects on both trainee’s participation and trainer’s customer-oriented behavior which in turn, has significant impact on trainee’s participation. Theoretical and managerial implications have been discussed accordingly.
25
Liang, Haw-Yi, Chih-Ying Chu, and Jiun-Sheng Chris Lin. "Engaging customers with employees in service encounters." Journal of Service Management 31, no. 6 (March 30, 2020): 1071–105. http://dx.doi.org/10.1108/josm-06-2018-0175.
Full textAbstract:
PurposeKeeping both employees and customers highly engaged has become a critical issue for service firms, especially for high-contact and highly customized services. Therefore, it is essential to engage employees and customers during service interactions for better service outcomes. However, past research on employee and customer engagement has primarily focused on brands and organizations. Little research has concentrated on service interactions as the objects of engagement. To fill this research gap, this study aims to clarify and define service engagement behaviors (SEBs), identify various employee and customer SEBs and develop a model to investigate the relationships between these behaviors.Design/methodology/approachA theoretical framework was developed based on social contagion theory and service-dominant (S-D) logic to explore the effects of employee SEBs on customer SEBs through customer perceptions of relational energy and interaction cohesion. Dyadic survey data collected from 293 customer-employee pairs in various high-contact and highly customized service industries were examined through structural equation modeling.FindingsResults show that employee SEBs (service role involvement, customer orientation behavior and customer empowerment behavior) positively influence relational energy and interaction cohesion, which in turn affect customer SEBs (service exploration behavior and service coordination behavior).Originality/valueThis study represents pioneering research to conceptualize SEBs. Different from the extant literature on engagement, SEBs capture the proactive and collaborative engagement behaviors of employees and customers in service interactions. Various employee and customer SEBs were identified and an empirical model was proposed and tested to investigate the effect of employee SEBs on customer SEBs through relational energy and interaction cohesion.
26
Morales Mediano, Javier, and José L. Ruiz-Alba. "Customer orientation in highly relational services." Marketing Intelligence & Planning 38, no. 2 (July 29, 2019): 209–23. http://dx.doi.org/10.1108/mip-02-2019-0127.
Full textAbstract:
Purpose The purpose of this paper is to investigate the antecedents, importance, and consequences of the customer orientation of service employees (COSE) in highly relational services (HRS). This study challenges the traditional vision of COSE and its sole focus on transactional services. The paper also examines and confirms new outcomes of COSE. Then, a revised COSE model adapted to HRS is proposed. Design/methodology/approach The private banking (PB) service is chosen to represent a HRS setting. The qualitative study is comprised of 25 semi-structured interviews with PB practitioners. The results are analysed using NVivo 11. Findings This study confirms the validity of the construct. COSE is proven to have notable importance in HRS. Various dimensions of COSE have different grades of importance. New consequences are elicited for HRS, including trust, loyalty and co-creation. Practical implications The results show that most PB firms do not have standardised processes in place to measure COSE. This study proves how COSE can be used for several purposes by practitioners as a means of customer relationship management and in co-creation strategies. Originality/value This study expands on the potential of the COSE construct by the use of HRS for the first time and introduces new consequences from the original COSE model.
27
Lekhanya, Lawrence Mpele. "Customer service orientation of institutes of higher learning in South Africa: A case study of universities of technology." Corporate Ownership and Control 11, no. 4 (2014): 299–310. http://dx.doi.org/10.22495/cocv11i4c3p1.
Full textAbstract:
The purpose of the study was to investigate the customer service orientation of institutes of higher learning in South Africa, with specific reference to Universities of Technology in KwaZulu–Natal (KZN). As an exploratory study, the research aimed at understanding how various factors, of customer service orientation of institutes of higher learning, affected the perceived service quality provided to students. This quantitative survey was conducted among the universities’ students, located in the province of KwaZulu–Natal, South Africa. A cross-sectional survey design was used to assess university of Technology students’ perceptions of customer service orientation, by means of a 5-point Likert scale questionnaire. A total of 110 questionnaires were analysed. Findings indicated that, most university of Technology students either agreed or were neutral regarding the customer service orientation they received in their respective universities of Technology, with above average, overall mean scores. The important factors that determined the customer service orientation of universities of Technology in South Africa were facilities, academic staff attendance during lecturing periods, administration of other activities relevant to the students, equal research funding accessibility, as well as ethical behaviour and professionalism of academic staff. The managerial implication is that measuring the customer service orientation of the universities of technology, to prioritize those factors identified as important by the students, for effective management of customer service. Providing good customer services across the universities is critical in gaining a competitive edge in the education sector.
28
Hieu, Tran Minh, and Nguyen Duong Ngoc Mai Chi. "Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch." Science & Technology Development Journal - Economics - Law and Management 4, no. 3 (August 16, 2020): First. http://dx.doi.org/10.32508/stdjelm.v4i3.564.
Full textAbstract:
This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.
29
Hieu, Tran Minh, and Nguyen Duong Ngoc Mai Chi. "Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch." Science & Technology Development Journal - Economics - Law and Management 4, no. 3 (September 8, 2020): First. http://dx.doi.org/10.32508/stdjelm.v4i3.657.
Full textAbstract:
This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach’s Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer’s satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer’s satisfaction on service quality. The analysis results show that there is no difference between customer’s satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.
30
Monferrer, Diego, Miguel Angel Moliner, and Marta Estrada. "Increasing customer loyalty through customer engagement in the retail banking industry." Spanish Journal of Marketing - ESIC 23, no. 3 (December 2, 2019): 461–84. http://dx.doi.org/10.1108/sjme-07-2019-0042.
Full textAbstract:
Purpose This study aims to determine the main antecedents of customer engagement (market orientation, satisfaction, emotions and self-brand connection) and the relationship between customer engagement and customer loyalty in the retail-banking context. Design/methodology/approach A theoretical model of effects is tested using dyadic methodology, based on 225 dyads (bank branch manager–average of five branch customers). The authors use structural equation modelling (EQS 6.1) to test the relationships. Findings The results reveal a strong relationship between customer engagement and customer loyalty. Satisfaction is the main antecedent of customer engagement. Self-brand connection and emotions during the service also have a significant influence. Finally, branch market orientation has a positive influence on satisfaction and emotions. Research limitations/implications The first concerns the transversal data used. Geographical context is the second limitation. Third, the study sample only included customers with experience of the financial services of a specific bank (online customers are not included). Finally, the dyads are based on the opinion of the branch manager, on one hand, and an average of five customers per branch, on the other. Practical implications The combination of the branding strategy at the corporate level and the relationship marketing strategy at branch office level creates a situation in which customer engagement and customer loyalty can thrive. The communication campaigns designed to promote the brand image and associate brand values with the personality of the banks’ current and potential customers help to create an emotional bond that represents a switching cost for the customer. The moments of truth in branch offices are crucial aspects in the retail bank strategy. Originality/value First, from the conceptual perspective, it establishes a direct relationship between customer engagement and customer loyalty. Second, it empirically tested Pansari and Kumar’s (2017) customer engagement framework, which establishes customer satisfaction and customer emotions as the antecedents of customer engagement. Third, the study took an innovative step in establishing two levels of customer emotions in the retail bank context: emotions generated by corporate branding and emotions that arise during the experience of purchase and consuming. Fourth, the study shows that the market orientation adopted not at the macro corporate level but at the individual branch level is crucial to the generation of positive relational outcomes in the service the customer receives. The fifth contribution is related to the fact that the research streams associated with market orientation and relationship quality have traditionally been studied in isolation.
31
Templer, Klaus J., Jeffrey C. Kennedy, and Riyang Phang. "Customer orientation: the interactive effect of role clarity and learning goal orientation." Journal of Asian Business and Economic Studies 27, no. 3 (June 4, 2020): 303–14. http://dx.doi.org/10.1108/jabes-12-2019-0122.
Full textAbstract:
PurposeCustomer orientation of service employees relates to customer satisfaction and loyalty, sales growth and business performance. Drawing from conservation of resources (COR) theory, the aim of this study was to test the interactive effects of service employees' role clarity and learning goal orientation on customer orientation. Specifically, it was hypothesized that even under conditions of low role clarity, service employees with high learning goal orientation would maintain a high level of customer orientation.Design/methodology/approachParticipants were 323 employees of 4- and 5-star hotels in Singapore. Using questionnaires, they reported their role clarity, learning goal orientation and customer orientation. For hypothesis testing, moderated regression analysis was performed.FindingsRole clarity and learning goal orientation were significantly related to customer orientation, and in support of the hypothesis, the interaction effect of role clarity and learning goal orientation was also significant. With high role clarity, all employees showed high customer orientation. But with low role clarity, only employees with high learning goal orientation demonstrated high customer orientation.Practical implicationsThe recommendations from this study are to include learning goal orientation as a selection criterion for service employees and to clearly define the roles of existing service employees, especially for those with low learning goal orientation.Originality/valueThe originality and value of this study lies in highlighting the importance of learning goal orientation especially under conditions of low role clarity.
32
Kim, Hyun Jeong. "Service Orientation, Service Quality, Customer Satisfaction, and Customer Loyalty: Testing a Structural Model." Journal of Hospitality Marketing & Management 20, no. 6 (August 2011): 619–37. http://dx.doi.org/10.1080/19368623.2011.577698.
Full text
33
Asmuß, Birte. "What Do People Expect from Public Services? Requests in Public Service Encounters." HERMES - Journal of Language and Communication in Business 20, no. 38 (March 13, 2017): 65. http://dx.doi.org/10.7146/hjlcb.v20i38.25905.
Full textAbstract:
What do customers expect from public services? This question has been addressed in numerous ways, and there are plenty of reasons why this question is worthwhile asking. One of them has to do with service quality: If counsellors in public service en counters know about customer expectations, they may be able to adjust their actions accordingly and thereby increase public service quality. One way to find out about customer expectation is to look closer at the actual encounter between the public and public services. The current study will investigate public service encounters at the Danish Public Employment Service. Here, one specific activity will be investigated in more detail, namely requests. Requests are a common and crucial activity in public service encounters. Research on requests has shown that participants in interaction orient to aspects of entitlement and contingencies in regard to the recipient’s ability to comply with the request. The current study will investigate in how far these findings correspond with the customer’s orientation to public service encounters at the Public Employment Service. The study will conclude by discussing implications for the workplace.
34
Donavan, D. Todd, and Mary Ann Hocutt. "Customer evaluation of service employee's customer orientation: extension and application." Journal of Quality Management 6, no. 2 (January 2001): 293–306. http://dx.doi.org/10.1016/s1084-8568(01)00041-4.
Full text
35
van Doorn, Jenny, Martin Mende, Stephanie M. Noble, John Hulland, Amy L. Ostrom, Dhruv Grewal, and J. Andrew Petersen. "Domo Arigato Mr. Roboto." Journal of Service Research 20, no. 1 (November 28, 2016): 43–58. http://dx.doi.org/10.1177/1094670516679272.
Full textAbstract:
Technology is rapidly changing the nature of service, customers’ service frontline experiences, and customers’ relationships with service providers. Based on the prediction that in the marketplace of 2025, technology (e.g., service-providing humanoid robots) will be melded into numerous service experiences, this article spotlights technology’s ability to engage customers on a social level as a critical advancement of technology infusions. Specifically, it introduces the novel concept of automated social presence (ASP; i.e., the extent to which technology makes customers feel the presence of another social entity) to the services literature. The authors develop a typology that highlights different combinations of automated and human social presence in organizational frontlines and indicates literature gaps, thereby emphasizing avenues for future research. Moreover, the article presents a conceptual framework that focuses on (a) how the relationship between ASP and several key service and customer outcomes is mediated by social cognition and perceptions of psychological ownership as well as (b) three customer-related factors that moderate the relationship between ASP and social cognition and psychological ownership (i.e., a customer’s relationship orientation, tendency to anthropomorphize, and technology readiness). Finally, propositions are presented that can be a catalyst for future work to enhance the understanding of how technology infusion, particularly service robots, influences customers’ frontline experiences in the future.
36
Pham, Thu-Huong, Wann-Yih Wu, and Phuoc-Thien Nguyen. "A Perspective of Service-Dominant Logic on Customer Participation: A Meta-Analysis Approach." Journal of Social Sciences Research, no. 52 (January 30, 2019): 551–58. http://dx.doi.org/10.32861/jssr.52.551.558.
Full textAbstract:
Customer participation (CP) has received a special interest in service research. It is one of the most important aspects of services which can improve outcomes for customers and service providers. Through their participation, customers play a significant role on the service process and its outcomes. Different studies have investigated CP issues from different angels. Specifically, most of previous studies has focused on the influential factors of CP, the consequential and moderating factors are largerly ignored. However, previous studies have yet to explore an integrative framework of customer participation with multiple antecedents, consequences and moderatorsIn this study, meta-analysis was conducted by collecting data from previous studies using customer participation as its main topic. The results from meta-analysis suggested that customer participation has a positive effect on customer citizenship behaviors (i.e., recommendation, helping customers, and providing feedback), while service-dominant orientation, personality and subjective has positive effect on customer participation. Eleven hypotheses are proposed in this study. It is expected that the results of this research can enable us to get better understanding about antecedents and consequences of customer participation. The results could be very helpful for academicians to further validate the research model and could also be very useful for professionals to design and implement their service strategies.
37
Groth, Markus, Yu Wu, Helena Nguyen, and Anya Johnson. "The Moment of Truth: A Review, Synthesis, and Research Agenda for the Customer Service Experience." Annual Review of Organizational Psychology and Organizational Behavior 6, no. 1 (January 21, 2019): 89–113. http://dx.doi.org/10.1146/annurev-orgpsych-012218-015056.
Full textAbstract:
Customer service is a central feature of the service context. As service research has evolved into a burgeoning multidisciplinary field, management scholars have developed an impressive body of research regarding the antecedents, processes, and outcomes of customer service. We provide an integrative review and synthesis of the literature with a focus on three important and interrelated aspects of customer service that specifically focus on the interpersonal service interaction between employees and customers: ( a) affect in customer service, including emotional labor and emotional contagion processes; ( b) customer mistreatment, the low-quality interpersonal treatment of customers toward service employees; and ( c) customer service behaviors, including customer orientation and service-oriented citizenship behaviors. We review theoretical perspectives for each of these streams of research and summarize the current knowledge regarding empirical findings. We provide a critical assessment of the literature and conclude with a discussion of future research agendas and practical implications for service managers.
38
Komulainen, Hanna. "The role of learning in value co-creation in new technological B2B services." Journal of Business & Industrial Marketing 29, no. 3 (March 4, 2014): 238–52. http://dx.doi.org/10.1108/jbim-04-2011-0042.
Full textAbstract:
Purpose – This study aims to explore the role of learning in value co-creation in the context of new technological B2B services. The research objective is approached from the customers' viewpoint, in terms of their motivation to make sacrifices in learning and to embark on value co-creation with a service provider. Design/methodology/approach – This study is based on a qualitative case study. The main source of data is 17 interviews with retailers who tested a new m-advertising service. Findings – The findings show that the customer's motives to make sacrifices, their absorptive capacity and exploitative/explorative learning orientation are important in explaining the role of learning in value co-creation, because perceived value can vary significantly depending on the level of the absorptive capacity of the firm, the orientation towards learning, and the customer's sacrifices in learning. Practical implications – The study can be of use to providers of new technological business services in showing how to persuade customers to learn to use the service and engage in value co-creation. This is important since the active participation of both actors is required to co-produce the technological B2B service. Originality/value – The study contributes to the existing value theory by offering new critical insights into the essential role of customer learning in value co-creation. Closely related to this, the study explores customer motivation to make sacrifices in learning and to get involved in value co-creation with service provider, specifically in the context of new technological B2B services. In so doing, this study offers empirically-based insights into value co-creation and thus advances the current understanding of value phenomena.
39
Rotfeld, Herbert Jack. "Misplaced marketing “Dumbth” adventures in retailing." Journal of Consumer Marketing 17, no. 5 (September 1, 2000): 384–86. http://dx.doi.org/10.1108/07363760010372663.
Full textAbstract:
Discusses the growing problem of poor customer service due to the unskilled personnel that are employed. Provides anecdotal evidence of service encounters where the experiences of the customers were unsatisfactory. Expresses the concern that the orientation has shifted from the customer to the employees.
40
Muketi, Priscah Consolata, and Lawrence Wainaina. "Strategic Management Drivers and Service Delivery: A Case of Huduma Centre in Mombasa County, Kenya." International Journal of Business Management, Entrepreneurship and Innovation 2, no. 3 (September 6, 2020): 1–15. http://dx.doi.org/10.35942/jbmed.v2i3.122.
Full textAbstract:
This study sought to establish if service delivery enhanced implementation of strategic management drivers in an organization in the public sector. Strategic drivers are forces that shape an organization’s strategy, which contributes to the growth of a particular business. This study’s general objective was to establish how strategic management drivers influence service delivery in Kenya’s Huduma Centres focusing specifically on Mombasa County Huduma Centre. Specific objectives that guided this study were; to establish customer orientation’s influence on service delivery, to establish the influence of marketing orientation on service delivery, to determine the influence of technological orientation on service delivery, and to find out influence of business-partner collaboration. The theories relating to the study were reviewed focusing mainly on the RBV, Resource Advantage theory, Service Dominant Logic and Technology Diffusion theory. The researcher adopted descriptive research design. The target population were employees deployed at Huduma Centre, Mombasa County with 154 members of staff drawn from all cadres comprising senior management, middle level management and operational staff selected from the relevant Government Ministries, County, Departments and Agencies of which a 30% sample size of 46 respondents were selected. The primary data was collected using structured questionnaires. Analysis of data done using descriptive and inferential statistics. The study concluded that customer; marketing, technological and business-partner collaboration has a positive and significant effect on service deliver. This study recommended that the management of Huduma Centers should organize for regular in-service trainings for the employees to improve on their customer relation skills. It should improve on customer orientation by finding ways to be more responsive to customers’ needs. Huduma centres should aim at having a workforce that offers services to its clients with uniformity and equity. They should also invest more in technological innovation in order to offer services that are more efficient to the clients by focusing on offering purely on-line services. Finally, all systems be updated by ensuring that all departments have enough machines to work with hence reduce dependency and sharing. Business-Partnership collaboration especially in terms of the partners providing the employees with necessary skills they need for improved service delivery.
41
Mukokoma, MMN, and E. Ssemwogere. "Neglected Outcomes of Customer Orientation in Urban Public Water Utilities in Uganda and Tanzania." Journal of Science and Sustainable Development 5, no. 1 (June 12, 2013): 99–119. http://dx.doi.org/10.4314/jssd.v5i1.9.
Full textAbstract:
We used 30 decision making units (DMUs) of National Water and SewerageCorporation (NWSC) in Uganda and Dar es Salaam Water and Sewerage Corporation [DAWASCO] in Tanzania to collect data from customers and workers/regulators of the two utilities. We also collected secondary data on the performance of the utilities in 2010. We used this data to calculate the Data Envelopment Analysis (DEA) for the DMUs. The results indicate highadoption of customer orientation in NWCS’ DMUs (mean score = 86%) while in DAWASCO’s DMUs the mean score is 44%. The results from DEA analysis show a mean efficiency score of 93% for NWSC and 71% for DAWASCO. Also, the findings indicate a service quality gap of -1.98 forNWSC and -2.81 for DAWASCO. We found that there is a positive correlation between customer orientation and efficiency (0.58 [p<0.01]); a positive correlation between customer orientation and customer satisfaction (0.36 [p>0.01]); and an inverse correlation between customer satisfaction and efficiency (0.043% [p>0.01]). These results imply that increased adoption of customer orientation reforms enhances technical efficiency albeit the resultant improvement in customer satisfaction is statistically insignificant.Keywords · Customer orientation · Service quality · DEA
42
Anaza, Nwamaka A., Edward L. Nowlin, and Gavin Jiayun Wu. "Staying engaged on the job." European Journal of Marketing 50, no. 7/8 (July 11, 2016): 1470–92. http://dx.doi.org/10.1108/ejm-11-2014-0682.
Full textAbstract:
Purpose Frontline employees face constant emotional demands in the course of providing services to their customers, which can impact job engagement. This study aims to investigate the influence of emotional labor (surface and deep acting) and job resources (having a mentor and availability of expressive emotional network resources) on employees’ customer orientation and their relationship to three dimensions of job engagement: vigor, absorption and dedication. Design/methodology/approach Using data collected from food service providers, a conceptual model based on the job demands–resources theory is developed and tested. Findings Findings show that having a mentor and expressive emotional network resources increases customer orientation, which in turn increases vigor, absorption and dedication. However, surface acting negatively affects customer orientation, which indirectly reduces job engagement. Originality/value Consistent with the main tenet of the job-demands and resources theory, it was found that surface acting reduces engagement, whereas job resources (expressive emotional network resources and mentorship) boost engagement. Moreover, the results suggest that the commercialization of human feelings still remains an important topic for service providers to consider during service interactions because its presence affects frontline service employee engagement levels.
43
Isaiah, Kato M. I. "Does Market Orientation Impact Customer Satisfaction? Evidence from the Banking Industry in Uganda." International Journal of Business and Management 14, no. 4 (March 8, 2019): 19. http://dx.doi.org/10.5539/ijbm.v14n4p19.
Full textAbstract:
Market orientation is considered a strategy designed to creating greater value for customers. This requires designing marketing strategies to better satisfy customers’ needs. However, very few business organizations in Uganda have adopted market orientation, particularly the banking industry. Some commercial banks’ customers continue to express their dissatisfaction over the quality of service delivered by some banks to meet their desires. Although scholars have developed interest in market orientation and customer satisfaction, academic and empirical studies particularly in Uganda are insufficient. This paper is intended to establish the correlation between market orientation and customer satisfaction in the banking industry. Data from 175 personal and corporate banking customers of Stanbic Bank Uganda Ltd was collected using a structured, self-administered questionnaire. The findings of this study reveal a substantial effect of market orientation on customer satisfaction.
44
Serafim, Gerdina Handa, and José Manuel Cristóvão Veríssimo. "The Relationship between Strategic Orientation, Service Innovation, and Performance in Hotels in Angola." Sustainability 13, no. 11 (June 1, 2021): 6256. http://dx.doi.org/10.3390/su13116256.
Full textAbstract:
This paper aims to investigate the impacts of customer orientation, competitor orientation, learning orientation, technology orientation, and entrepreneurial orientation on hotel innovation and performance. Data from 69 hotels in four Angolan provinces were analyzed using the partial least squares (PLS) approach and multi group analysis. The results show that learning and entrepreneurial orientations have a positive impact on hotel innovation. As anticipated, innovation has a positive impact on performance. According to the multigroup analysis, only the hotel category has a moderating effect on performance. Results suggest that hotels in developing countries could add value to both customers and shareholders by promoting new services and exploring new business opportunities. To the best of our knowledge, this is one of the few studies that has researched the impact of strategic orientation on hotel innovation and financial performance in developing countries.
45
Cutcher, Leanne. "Service sells: Exploring connections between customer service strategy and the psychological contract." Journal of Management & Organization 14, no. 2 (May 2008): 116–26. http://dx.doi.org/10.1017/s1833367200003333.
Full textAbstract:
AbstractDrawing on detailed qualitative case study evidence from four retail banking organisations, this article highlights the connections between customer relations strategy, the psychological contract and employee behaviour. The purpose of the research is to extend our understanding of the links between employees and customers by showing how this relationship evolves over time and by highlighting that a front-line employee's service orientation needs to be understood within the broader context of the employee's service experience. It is suggested that a better understanding of these connections could facilitate improved customer service standards and enhance the experiences of those working in service industries.
46
Cutcher, Leanne. "Service sells: Exploring connections between customer service strategy and the psychological contract." Journal of Management & Organization 14, no. 2 (May 2008): 116–26. http://dx.doi.org/10.5172/jmo.837.14.2.116.
Full textAbstract:
AbstractDrawing on detailed qualitative case study evidence from four retail banking organisations, this article highlights the connections between customer relations strategy, the psychological contract and employee behaviour. The purpose of the research is to extend our understanding of the links between employees and customers by showing how this relationship evolves over time and by highlighting that a front-line employee's service orientation needs to be understood within the broader context of the employee's service experience. It is suggested that a better understanding of these connections could facilitate improved customer service standards and enhance the experiences of those working in service industries.
47
Haq, Irfan Nurul. "Determination of Price and Customer Satisfaction." Journal of Economicate Studies 1, no. 2 (August 1, 2018): 97–108. http://dx.doi.org/10.32506/joes.v1i2.179.
Full textAbstract:
Price policy or a value can affect the human mindset, considering its activities by using logic including in considering its needs as a customer of a product. a person or customer will choose which product performance is more effective, efficient and suitable to his needs and according to the value of a price or cost, if the performance is effective, efficient and match with expectations, means customers will feel satisfied and will make the calculation of expenditures for the procurement of products the. Price has a positive and significant impact on customer satisfaction. The main considerations that affect customers are willing to use services include customer satisfaction, service quality, service orientation and pricing in determining the type of service used. The high price is a factor causing customer dissatisfaction so customers are reluctant to use the services provided by the company. The price of a good or service is very influential on customer satisfaction. Consumers use the price as a consideration in determining the purchase of a product, when should the purchase be made and how much the need for products purchased in accordance with the ability of consumer purchasing power. A product must be precise in the determination and determination of the selling price so that it can be accepted by consumers by not neglecting the quality of the product. Under normal circumstances, demand and prices have a negative or reversed relationship. That is, the higher the price is set the smaller the demand.
48
Abdillah, Ihsany, and Fitroh Adhilla. "PENGARUH ORIENTASI PASAR PADA KUALITAS LAYANAN, KEPUASAN PELANGGAN, DAN LOYALITAS PELANGGAN SPEEDY PT TELKOM DI KOTA YOGYAKARTA." Jurnal Fokus Manajemen Bisnis 4, no. 2 (September 30, 2014): 101. http://dx.doi.org/10.12928/fokus.v4i2.1355.
Full textAbstract:
Market orientation is believed to be a source of competitive advantage that is difficult to imitate by competitors. This study aimed to determine the effect of market orientation on service quality, customer satisfaction, and customer loyalty Speedy PT Telkom in the city of Yogyakarta. The population in this study are all PT Telkom Speedy customers who live in city of Yogyakarta. Data analysis methods used in this study include descriptive and inferential methods, inferential method used is path analysis. The results of goodness of fit model shows that the X2 value, the value of CFI, and RMSEA values have had a good match. Based on the analysis of data shows that the determinants of customer loyalty Telkom Speedy Yogyakarta is a market orientation quality of service, and customer satisfaction.
49
Marjani, Lulu, and Mamun Sutisna. "Loyalitas Pelanggan Pada Business-To-Business: Pengaruh Kualitas Pelayanan." Jurnal Riset Bisnis dan Investasi 5, no. 1 (November 6, 2019): 10. http://dx.doi.org/10.35697/jrbi.v5i1.1612.
Full textAbstract:
Customer loyalty is the key to the success of every company, especially in business to business (B2B) markets where the company has a long-term orientation business. Due to the importance of maintaining the quality of service to create customer loyalty, this research was conducted to determine the effect of service quality on customer loyalty on business to business. This research uses 117 business to business customers as respondents. The results of this study illustrate that service quality has an effect of 54,6% on customer loyalty.
50
Crabbe, Margaret J., and Moses Acquaah. "The determinants of service recovery in the retail industry." African Journal of Economic and Management Studies 7, no. 1 (March 14, 2016): 54–74. http://dx.doi.org/10.1108/ajems-10-2014-0072.
Full textAbstract:
Purpose – Service recovery strategies are efforts used by organizations to bring back dissatisfied customers to a state of satisfaction with the organization. It has been argued that successful service recovery by organizations is dependent on the effectiveness of front line employees. The purpose of this paper is to examine a model of service recovery performance (SRP) of front line employees in the retail industry in Ghana. Design/methodology/approach – The study uses personally administered survey data collected from 136 employees in 20 micro and small retail enterprises in Ghana. Hierarchical multiple regression analysis is used to test the direct and interactive effects of organizational variables such as perceived managerial attitudes and work environment factors on the SRP of front line employees. Findings – The findings indicate that the SRP is influenced by employee empowerment, interaction between customer service orientation and empowerment, interaction between customer service orientation and training for customer service excellence, and the interaction between empowerment and training for customer service excellence. Research limitations/implications – Focussing only on the antecedents of SRP, and using cross-sectional data based on the self-assessments of the front line employees from one country. Practical implications – Empowering front line employees to deal with service failures should be combined with training them in job related and behavioral skills to attend to the needs of customers. Moreover, it is critical to combine perceived customer service orientation with training front line employees in job related and behavioral skills. Originality/value – First study to examine the antecedents of SRP of front line employees in a sub-Saharan African environment. Moreover, study examines the interactive effects of organizational and work environment variables on SRP.