The DOI matches its Crossref record; 65 of the 65 references it cites were found in a registry or an index.
Customer Orientation: Effects on Customer Service Perceptions and Outcome Behaviors
Abstract
This study investigates the effect of being customer oriented on service performance perceptions and outcome behaviors. Specifically, the focus is on identifying the influence that being perceived as a customer-oriented firm has on consumer quality perceptions, customer satisfaction, and service value. The impact of being customer oriented on consumers’ outcome behaviors is also investigated. Responses from 649 consumers indicate that customer orientation is directly related to customers’ evaluations of employee service performance, physical goods, and servicescapes. Indirect effects on organizational quality, customer satisfaction, value attributions, and outcome behaviors are also reported. The implications of the research are discussed, as are the limitations.
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Cites
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Evaluating structural equation models with unobservable variables and measurement error
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SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
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Cited by
Kirca, A. H., Jayachandran, S., & Bearden, W. O. (2005) · Journal of Marketing · doi:10.1509/jmkg.69.2.24.60761 · Cited by 2,182
The four levels of loyalty and the pivotal role of trust: a study of online service dynamics
Harris, L. C., & Goode, M. M. H. (2004) · Journal of Retailing · doi:10.1016/j.jretai.2004.04.002 · Cited by 1,425
The role of affective factors on perceived cruise vacation value
Duman, T., & Mattila, A. S. (2005) · Tourism Management · doi:10.1016/j.tourman.2003.11.014 · Cited by 652
An expanded servicescape perspective
Rosenbaum, M. S., & Massiah, C. (2011) · Journal of Service Management · doi:10.1108/09564231111155088 · Cited by 601
Homburg, C., Müller, M., & Klarmann, M. (2011) · Journal of Marketing · doi:10.1509/jm.75.2.55 · Cited by 532
Metadata
- Authors
- Brady, M. K., & Cronin, J. J.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2001-02
- Volume
- 3
- Issue
- 3
- Pages
- 241-251
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2134591614
- Cited by
- 665
- References
- 65
- FWCI
- 21.65
- Type
- journal article
- Language
- en
- Open access
- closed
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Data sources
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.
