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Keywords: Service orientation
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Journal Articles
A transformative service research perspective on caste-based discrimination in microcredit lending in India
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2022) 36 (7): 964–976.
Published: 29 June 2022
... to develop and test a multi-level prosocial service orientation framework. Design/methodology/approach Survey data come from 238 loan officers and 250 lower caste loan applicants across 43 microfinance institutions (MFIs) in India. The data are analysed using hierarchical linear modelling, a method...
Journal Articles
Exploring the relationship between service orientation, employee engagement and perceived leadership style: a study of managers in the private service sector organizations in India
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2015) 29 (1): 59–70.
Published: 09 February 2015
...Sapna Popli; Irfan A Rizvi Purpose – The aim of this paper is to explore the relationship between leadership, employee engagement and service orientation, specific to the private service sector organizations in India. The paper also explores the ability of leadership style and engagement...
Journal Articles
SERV*OR in China: testing the effect of service orientation on service skills performance
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2013) 27 (1): 25–39.
Published: 22 February 2013
...Sherriff T.K. Luk; Ken Lu; Ben Liu Purpose – The present study is specifically designed to accomplish two objectives: to validate the SERV*OR scale in an emerging oriental market; and to test empirically the effect of service orientation on front-line employees' service performance in various...
