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Journal articles on the topic 'Customer service orientation'

Author: Grafiati

Published: 4 June 2021

Last updated: 11 February 2022

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1

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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Yeh, Ying-Pin. "Market orientation and service innovation on customer perceived value." Management Research Review 39, no. 4 (2016): 449–67. http://dx.doi.org/10.1108/mrr-08-2014-0205.

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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,

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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 (2015): 394–413. http://dx.doi.org/10.1108/jstp-02-2014-0034.

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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, result

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Tajeddini, Kayhan. "Customer Orientation, Learning Orientation, and New Service Development." Journal of Hospitality & Tourism Research 35, no. 4 (2011): 437–68. http://dx.doi.org/10.1177/1096348010380599.

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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 f

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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 (2018): 46. http://dx.doi.org/10.14419/ijet.v7i4.24.21854.

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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

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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 (2020): 2970. http://dx.doi.org/10.3390/su12072970.

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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 us

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Larisa, Dragolea, and Ungureanu Dănuţ. ""Service Quality Management Through Customer Orientation "." Annales Universitatis Apulensis Series Oeconomica 2, no. 10 (2008): 785–90. http://dx.doi.org/10.29302/oeconomica.2008.10.2.48.

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Kelley, Scott W. "Developing customer orientation among service employees." Journal of the Academy of Marketing Science 20, no. 1 (1992): 27–36. http://dx.doi.org/10.1007/bf02723473.

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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 (2016): 83–98. http://dx.doi.org/10.1108/jbim-02-2014-0041.

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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 lar

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Matteson, Miriam, and Cynthia Boyden. "Old wine in a new bottle: customer orientation in librarianship." Reference Services Review 42, no. 3 (2014): 433–45. http://dx.doi.org/10.1108/rsr-02-2014-0003.

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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 prio

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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 (2005): 497–525. http://dx.doi.org/10.1108/09564230510625787.

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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 (2011): 47–55. http://dx.doi.org/10.32508/stdj.v14i2.1928.

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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 whethe

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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 (2021): 297. http://dx.doi.org/10.20473/vol8iss20213pp297-304.

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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 aplikas

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Ambrož, Milan, and Martina Praprotnik. "Organisational Effectiveness and Customer Satisfaction." Organizacija 41, no. 5 (2008): 161–73. http://dx.doi.org/10.2478/v10051-008-0018-2.

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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 settin

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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 (2016): 120–31. http://dx.doi.org/10.32508/stdj.v19i2.732.

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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.

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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 (2020): 1071–105. http://dx.doi.org/10.1108/josm-06-2018-0175.

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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

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Morales Mediano, Javier, and José L. Ruiz-Alba. "Customer orientation in highly relational services." Marketing Intelligence & Planning 38, no. 2 (2019): 209–23. http://dx.doi.org/10.1108/mip-02-2019-0127.

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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 re

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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.

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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 univer

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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 (2020): First. http://dx.doi.org/10.32508/stdjelm.v4i3.564.

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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 quali

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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 (2020): First. http://dx.doi.org/10.32508/stdjelm.v4i3.657.

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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 quali

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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 (2019): 461–84. http://dx.doi.org/10.1108/sjme-07-2019-0042.

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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 loy

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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 (2020): 303–14. http://dx.doi.org/10.1108/jabes-12-2019-0122.

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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 h

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Kim, Hyun Jeong. "Service Orientation, Service Quality, Customer Satisfaction, and Customer Loyalty: Testing a Structural Model." Journal of Hospitality Marketing & Management 20, no. 6 (2011): 619–37. http://dx.doi.org/10.1080/19368623.2011.577698.

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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 (2017): 65. http://dx.doi.org/10.7146/hjlcb.v20i38.25905.

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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

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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 (2001): 293–306. http://dx.doi.org/10.1016/s1084-8568(01)00041-4.

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van Doorn, Jenny, Martin Mende, Stephanie M. Noble, et al. "Domo Arigato Mr. Roboto." Journal of Service Research 20, no. 1 (2016): 43–58. http://dx.doi.org/10.1177/1094670516679272.

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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 an

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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.

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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

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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 (2019): 89–113. http://dx.doi.org/10.1146/annurev-orgpsych-012218-015056.

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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 pr

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Komulainen, Hanna. "The role of learning in value co-creation in new technological B2B services." Journal of Business & Industrial Marketing 29, no. 3 (2014): 238–52. http://dx.doi.org/10.1108/jbim-04-2011-0042.

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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 e

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Rotfeld, Herbert Jack. "Misplaced marketing “Dumbth” adventures in retailing." Journal of Consumer Marketing 17, no. 5 (2000): 384–86. http://dx.doi.org/10.1108/07363760010372663.

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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.

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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 (2020): 1–15. http://dx.doi.org/10.35942/jbmed.v2i3.122.

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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 infl

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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 (2013): 99–119. http://dx.doi.org/10.4314/jssd.v5i1.9.

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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 scor

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Anaza, Nwamaka A., Edward L. Nowlin, and Gavin Jiayun Wu. "Staying engaged on the job." European Journal of Marketing 50, no. 7/8 (2016): 1470–92. http://dx.doi.org/10.1108/ejm-11-2014-0682.

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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 the

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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 (2019): 19. http://dx.doi.org/10.5539/ijbm.v14n4p19.

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Market orientation is considered a strategy designed to creating greater value for customers. This requires designing marketing strategies to better satisfy customers&rsquo; needs. However, very few business organizations in Uganda have adopted market orientation, particularly the banking industry. Some commercial banks&rsquo; 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 i

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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 (2021): 6256. http://dx.doi.org/10.3390/su13116256.

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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 o

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Cutcher, Leanne. "Service sells: Exploring connections between customer service strategy and the psychological contract." Journal of Management & Organization 14, no. 2 (2008): 116–26. http://dx.doi.org/10.1017/s1833367200003333.

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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 connect

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Cutcher, Leanne. "Service sells: Exploring connections between customer service strategy and the psychological contract." Journal of Management & Organization 14, no. 2 (2008): 116–26. http://dx.doi.org/10.5172/jmo.837.14.2.116.

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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 connect

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Haq, Irfan Nurul. "Determination of Price and Customer Satisfaction." Journal of Economicate Studies 1, no. 2 (2018): 97–108. http://dx.doi.org/10.32506/joes.v1i2.179.

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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 considerat

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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 (2014): 101. http://dx.doi.org/10.12928/fokus.v4i2.1355.

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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

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Marjani, Lulu, and Mamun Sutisna. "Loyalitas Pelanggan Pada Business-To-Business: Pengaruh Kualitas Pelayanan." Jurnal Riset Bisnis dan Investasi 5, no. 1 (2019): 10. http://dx.doi.org/10.35697/jrbi.v5i1.1612.

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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.

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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 (2016): 54–74. http://dx.doi.org/10.1108/ajems-10-2014-0072.

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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. Hierarchi

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