Construct · 1 fields · 1 citations

customer-oriented deviance: a standalone construct

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

● anchor · a standalone construct Nearest construct by meaning·not indexed
customer-orienteddeviance1 CONSTRUCTCustomer-orientedLEO · SERVICES MARKETING

A single standalone construct; nearby constructs are located against it in the Collider. Tap a field for its definition, unit, and measures.

Services marketing

frontline employees breaking organizational rules to benefit customers, such as giving unauthorized discounts or extras.

In services marketing, customer-oriented deviance refers to frontline employees breaking organizational rules to benefit customers, such as giving unauthorized discounts or extras. This meaning comes from Leo (2012) in Journal of Marketing Management.[1]

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Nearby constructs

deviance3 fields · 3 citationsjingle · one word, three constructs

References

  1. Leo, C., & Russell-Bennett, R. (2012). Investigating Customer-Oriented Deviance (COD) from a frontline employee's perspective. Journal of Marketing Management, 28(7-8), 865-886. https://doi.org/10.1080/0267257x.2012.698636

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