...Ana Jurado; Javier Morales Mediano; M. Eugenia Fabra Purpose This paper examines the factors affecting the acceptance of sustainable funds as an investment product by high-net-worth individuals and how these factors are moderated by the customer orientation of the financial advisor. Design...

... re-use rights only Artificial intelligence Banking Trust Customer orientation Robo-advisor The global banking sector is huge. In 2022, despite the effects of COVID-19, annual revenue from the global banking system is expected to come in above US$5.5 trillion. Nonetheless, global...

.../approach Data were collected through a survey using a structured questionnaire from 350 customers of commercial banks in Bangladesh. Findings The key finding is that all CRM components (customer orientation, customer advocacy and customer knowledge) except customer engagement have positive impact...

... value moderates the relationships between these stimuli and trust, excluding information sharing. The duration of customer support for the bank also moderates the relationships between these stimuli and trust, bar customer orientation. Research limitations/implications The study augments...

... perceived customer participation and employee work engagement. Customer orientation (CO) and service employee perceived fit with customers (PCF) moderate this relationship, which eventually affect both the internal and external benefits of service-employee work engagement. Design/methodology/approach...

...Khalid Mehmood; Yan Li; Fauzia Jabeen; Ali Nawaz Khan; Shouming Chen; Gulfam Khan Khalid Purpose Emotions and emotional labor play a crucial role in professional interactions. Due to the increasing participation share of women managers in the workforce, especially in the customer-oriented service...

... orientation and adaptive selling) in a Chinese banking environment. Design/methodology/approach Data were collected using a survey from 242 frontline employees working at a large commercial bank in Dalian (China). Measures on managerial coaching, customer orientation, adaptive selling and sales...

...Nicholas J. Ashill; Rania W. Semaan; Tanya Gibbs; Aaron Gazley Purpose Despite major market-orientated reforms to enhance the competitive advantage of Russian domestic firms, the antecedents and consequences of frontline employee (FLE) customer orientation (CO) remain poorly understood...

... orientation and customer satisfaction. Design/methodology/approach Data are collected from 336 insurance customers in Taiwan, and partial least squares analysis is used to test the hypotheses. Findings The findings show that financial service workers’ customer orientation (perceived by customers...

...Claudio Pousa; Timothy Hardie; Xiaodi Zhang Purpose The purpose of this paper is to test the influence of managerial coaching on frontline employee customer orientation, sales orientation and performance in a Chinese context. Further to this first goal, the authors also aim to compare...

...’ work engagement. Specifically, the current research explores how the personal factors of customer orientation (CO) and employee-customer fit interact with the customer participation to ultimately develop either surface – or deep-acting behaviors. Design/methodology/approach Data for the study were...

... relations Competitive advantage Customer orientation Customer loyalty Complaints © Emerald Group Publishing Limited 2016 CRM has been assumed to create a long-term competitive edge for an organization and has a positive impact on bank performance as well (Sin et al., 2005...

...Aditi Sarkar Sengupta; Ugur Yavas; Emin Babakus Purpose – The purpose of this paper is to investigate the mediating role of person-job (P-J) fit on the impact of organizational resources (training and service technology), and a personal resource (customer orientation) on frontline bank employees...

... of salesperson's customer orientation. Design/methodology/approach – The paper conducted a non-experimental, cross-sectional study; a Canadian bank agreed to participate in the study and 122 financial advisors with sales responsibilities answered a web-based survey; data were analyzed using structural...

.... Originality/value Developing customer experience and value‐in‐use has been suggested as a good starting point for customer orientation. However, research on its implications for organisations and potential obstacles to implementation remains scarce. This paper offers a detailed view on the organisational...

...Lu‐Ming Tseng; Wen‐Pin Su Purpose The idea of customer orientation is widely recognized by service people. However, there has been a lack of investigation into how the recognition of customer orientation may affect the service people's attitudes toward customer misconducts. As a result, our...

... associated with psychological work outcomes. On the other hand, job performance is more susceptible to influences of service technology and empowerment. Also customer orientation, as a personal resource, impacts job performance. Research limitations/implications Using multiple‐informants (e.g. measuring...

.... Then the study modeled trustworthiness as a set of three second‐order factors using second‐order confirmatory factor analysis. Findings The first‐order factors obtained for trustworthiness of retail bankers are customer orientation, integrity and honesty, communication and similarity, shared values...

... Customer satisfaction Customer orientation Data mining Banking This paper deals with the problem of identifying latently dissatisfied customers. We define latently dissatisfied customers as customers who when asked, report overall satisfaction, but who possess other characteristics...

...Scott W. Kelley The competitive nature of the financial services market has placed increased importance on the satisfaction of customer needs. This study considers the customer orientation of the customer contact personnel in four banks. Specifically, the relationships between employee motivation...