The DOI matches its Crossref record; 42 of the 42 references it cites were found in a registry or an index.
Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention
Abstract
With the performance of service personnel often constituting a major element of a service per se, the customer orientation of service personnel is often regarded as a main determinant of service firms' success. Drawing on a deductively derived four‐dimensional conceptualization of the customer orientation of service personnel, consisting of employees' technical skills, social skills, motivation, and decision‐making power, a model of the impact employees' customer orientation has on key service marketing constructs is theoretically developed. The model is then empirically tested against a sample of 989 consumers for two service contexts (i.e. book/CD/DVD retailers and travel agencies), with the results providing support for most hypotheses. Implications of the findings for services and retail management are discussed.
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Cited by
Groth, M., Hennig-Thurau, T., & Walsh, G. (2009) · Academy of Management Journal · doi:10.5465/amj.2009.44634116 · Cited by 580
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Iglesias, O., Markovic, S., & Rialp, J. (2019) · Journal of Business Research · doi:10.1016/j.jbusres.2018.05.043 · Cited by 423
Customer satisfaction, loyalty and commitment in service organizations: Some evidence from Greece
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Metadata
- Authors
- Hennig‐Thurau, T.
- Venue
- International Journal of Service Industry Management
- Publisher
- Emerald
- Published
- 2004-12-01
- Volume
- 15
- Issue
- 5
- Pages
- 460-478
- ISSN
- 0956-4233 (ISSN-L)
- OpenAlex
- W1481122935
- Cited by
- 629
- References
- 42
- FWCI
- 7.89
- Type
- journal article
- Language
- en
- Open access
- closed
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
