... focus) on the relationship between customer incivility and customer orientation. Design/methodology/approach Data were obtained from 323 full-time frontline employees in high-contact service industries in Japan. Participants were recruited using an online research panel and administered a three-wave...

... of response strategies, response types and account types in the quantitative main study. Findings The response type influences complainants’ attitudes toward the firm through complaint satisfaction, response perception and perceived customer orientation. The response strategy affects attitudes only...

..., it examines how customer orientation moderates the relationship between FLE’s likelihood of receiving customer gratitude expressions and their performance behaviors. Design/methodology/approach The study used a sample from a Canadian retailer specializing in the sale of artistic and creative materials...

... of employee involvement in customer value co-creation. Cross-functional cooperation Customer orientation Employee involvement in customer value co-creation Job satisfaction Job stress Service employees In the past two decades, value co-creation has been receiving great attention in both...

... employees’ beliefs with respect to crisis preparedness, life satisfaction and customer orientation. It also examines the moderating effects of crisis-related anxiety and job experience on these relationships. This study’s hypotheses were tested quantitatively with an online survey of N = 592...

... negatively impacts CNK. The results further show the impact of individual customer cultural values on CNK, which can be influenced by customer-oriented employee training. Cross-level interaction effects indicate that training measures can reverse negative influences of customers’ high power distance...

...Yu-Shan (Sandy) Huang; Tom J. Brown Purpose The purpose of this paper is to examine how customer orientation affects frontline service workers’ deep acting and to what extent the effect is moderated by the severity of dysfunctional customer behavior (DCB). Service organizations usually want...

...-analysis Financial performance Service characteristics Customer orientation Service quality Past research has investigated SQ within many different service contexts and has included a variety of service characteristics. Given the widespread use of SQ in the marketing literature, it is important...

... Partial least squares Brand extensions Innovation Customer orientation The ever increasing competitive pressure found in most industry sectors and the high costs of launching new products (and services) coupled with soaring new product failure rates, as well as a better use of consumer...

... be contacted at: beetlesac@Cardiff.ac.uk © Emerald Group Publishing Limited 2010 Relationship marketing Services marketing Customer orientation An executive summary for managers and executive readers can be found at the end of this article. According to many leading commentators...

...Thomas L. Baker; J. Joseph Cronin, Jr; Christopher D. Hopkins Purpose This paper aims to report a study that focuses on the moderating role of involvement in the relationships between customer contact employees' customer orientation and service quality perceptions and satisfaction. Design...

...Gerrard Macintosh Purpose This research seeks to test a model examining the potential links between customer orientation, expertise, and relationship quality at the interpersonal level and the link between relationship quality and positive service outcomes at the firm level, such as loyalty...

... the relationships between emotional dissonance and customer orientation, job satisfaction and performance. Research limitations/implications The study should be extended beyond the conceptual stage by the conduct of empirical research across high contact service workers in different businesses and industries...

... MCB UP Limited 2002 Customer service Customer orientation Financial services Australia In addition, some studies have reported that service firms’ managers have limited use for a formal process to manage the NSD process (Martin and Horn, 1992; 1993; Jones, 1995; Kelly and Storey...

... of human tellers, automated teller machines, electronic funds transfer at the point of sale, credit cards, cheques, Internet banking and telephone banking was investigated, and this information was used to determine if relationships exist between customer orientations and the usage of financial...

... of the concept, namely an employee motivation and satisfaction phase, a customer orientation phase, and a strategy implementation/change management phase. Proposes a definition and a set of core criteria that are essential features of an internal marketing program. Also explores the interrelationship between...

... Customer orientation Employee involvement Empowerment Management styles Services marketing Job involvement results in a significant departure as it gives employees discretion over various aspects of their jobs and how they organize their work. Such discretion can be given either to individuals...

... customer orientation. But how is this done? First, when interviewing individuals for CCP positions, emphasis might focus on the person′s background, reasons for interviewing with the firm and for pursuing the position, and beliefs about his or her capability of performing the CCP role effectively...