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Keywords: Customer-oriented behavior
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Journal Articles
The right fit: how the alignment between customer orientation and service climate boosts employee commitment and customer loyalty
Available to Purchase
Journal:
European Journal of Marketing
European Journal of Marketing (2025) 59 (3): 528–551.
Published: 22 January 2025
... ; Zablah et al., 2012)] also generally reap higher benefits than their counterparts (Ployhart et al., 2009 ; Stock and Hoyer, 2005). Social Sciences and Humanities Research Council of Canada 435–2018-153 Customer orientation Service climate Customer-oriented behavior...
Journal Articles
Internal communication and the development of customer-oriented behavior among frontline employees
Available to Purchase
Journal:
European Journal of Marketing
European Journal of Marketing (2021) 55 (8): 2344–2366.
Published: 06 May 2021
...) model as a theoretical lens to examine whether internal communication (IC) (stimulus) evokes FLEs’ organizational identification (emotional) and job satisfaction (cognitive), and whether these in turn shape FLE customer-oriented behavior (response). The study also tested whether these mediated...
