Construct · 1 fields · 1 citations

customer orientation of service employees: a standalone construct

One name. One construct. A landmark on the map.

● anchor · a standalone construct Nearest construct by meaning·not indexed
customer orientationof service employees1 CONSTRUCTCustomer orientation ofHENNIG-THURAU · SERVICES

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Services marketing

a service employee's technical skill, social skill, motivation and decision authority to meet customer needs, linked to customer satisfaction, commitment and retention.

In services marketing, customer orientation of service employees refers to a service employee's technical skill, social skill, motivation and decision authority to meet customer needs, linked to customer satisfaction, commitment and retention. This meaning comes from Hennig‐Thurau (2004) in International Journal of Service Industry Management.[1]

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Nearby constructs

authority4 fields · 6 citationsjingle · one word, four constructscommitment5 fields · 9 citationsjingle · one name, five constructsindustry1 fields · 1 citationsanchor · a standalone construct

References

  1. Hennig‐Thurau, T. (2004). Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 15(5), 460-478. https://doi.org/10.1108/09564230410564939

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