The DOI matches its Crossref record; 5 of the 5 references it cites were found in a registry or an index.
The Impact of the Customer Orientation of Call Center Employees on Customers' Affective Commitment and Loyalty
Abstract
This study investigated the potential benefits of employees' customer orientation to service providers. To achieve that aim, the author tested relationships between customer focus (creating value for customers) and customer feedback (seeking evaluations of work and quality) and perceived service quality and customers' affective commitment and loyalty to service firms. Mail survey data were collected from customers of two call centers in Australia. The samples consisted of end “consumers” of insurance services (n = 289) and business “customers” of a bank (n = 325). Two key findings emerged from the final structural model. First, customer focus was related to loyalty, with partial mediation by perceived service quality. Second, and in contrast, customer feedback exhibited a direct relationship only to affective commitment. The findings were highly consistent for the two samples and have implications for both managers and researchers.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships
Garbarino, E., & Johnson, M. S. (1999) · Journal of Marketing · doi:10.1177/002224299906300205 · Cited by 4,899
A Review of Scale Development Practices in the Study of Organizations
Hinkin, T. R. (1995) · Journal of Management · doi:10.1177/014920639502100509 · Cited by 3,193
Harrison-Walker, L. J. (2001) · Journal of Service Research · doi:10.1177/109467050141006 · Cited by 1,583
The Design and Administration of Mail Surveys
Dillman, D. A. (1991) · Annual Review of Sociology · doi:10.1146/annurev.so.17.080191.001301 · Cited by 1,311
Cited by
Homburg, C., Müller, M., & Klarmann, M. (2011) · Journal of Marketing · doi:10.1509/jm.75.2.55 · Cited by 532
Hong, Y., Liao, H., Hu, J., & Jiang, K. (2013) · Journal of Applied Psychology · doi:10.1037/a0031666 · Cited by 386
Leong, L.-Y., Hew, T.-S., Lee, V.-H., & Ooi, K.-B. (2015) · Expert Systems with Applications · doi:10.1016/j.eswa.2015.04.043 · Cited by 314
Metadata
- Authors
- Dean, A. M.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2007-11
- Volume
- 10
- Issue
- 2
- Pages
- 161-173
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2042808950
- Cited by
- 174
- References
- 5
- FWCI
- 13.46
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: The Impact of the Customer Orientation of Call Center Employees on Customers' Affective Commitment and Loyalty. https://app.cochat.ai/papers/10.1177/1094670507309650
- The paper
- Dean, A. M. (2007). The Impact of the Customer Orientation of Call Center Employees on Customers' Affective Commitment and Loyalty. Journal of Service Research. https://doi.org/10.1177/1094670507309650
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.
