Detail Customer Orientation of Service Employees: Toward a Conceptual Framework of a Key Relationship Marketing Construct (in Journal of Relationship Marketing, Vol. 2(1/2)) Bibliografi Author: Hennig-Thurau, Thorsten ; Thurau, Claudia Topik: Customer orientation; customer-employee relationships; services marketing; social skills; empowerment Bahasa: (EN )     Penerbit: Haworth Press     Tempat Terbit: New York    Tahun Terbit: 2003     Jenis: Article - diterbitkan di jurnal ilmiah internasional Fulltext: Hennig-Thurau_Thurau_JRM_2003_customer_orientation.pdf (134.33KB; 18 download) Abstract Although customer orientation is a core element of the marketing concept and is especially crucial to the concept of relationship marketing, no widely accepted conceptualization of the construct exists. In the context of service organizations, the fulfillment of customer needs and wishes by customer-contact employees can be seen as crucial for gaining a high degree of customer orientation. This paper develops a conceptualization of service employee customer orientation which is presented as a three-dimensional construct, the interrelated dimensions being the employee’s motivation to serve customers, his or her customer-oriented skills, and his or her self-perceived decision-making authority. Implications are drawn out for relationship marketing of services organizations and relationship marketing theory. Kajian editorial download from: http://www.uni-weimar.de/medien/marketing/l/filebrowser/files/Hennig-Thurau_Thurau_JRM_2003_customer_orientation.pdf Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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