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Customer Mind-Set of Employees throughout the Organization · Study

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ArticleCustomer Mind-Set of Employees throughout the Organization

Karen Norman Kennedy2002

Article2002

Customer Mind-Set of Employees throughout the Organization

Karen Norman Kennedy · Felicia G. Lassk · Jerry R. Goolsby

153 citations·0/0 files stored·Journal of the Academy of Marketing Science

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Customer Service Quality and Loyalty Innovation and Knowledge Management Employee Performance and Motivation

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1979A Paradigm for Developing Better Measures of Marketing Constructs 1977Estimating Nonresponse Bias in Mail Surveys 1979The measurement of organizational commitment 1990The Effect of a Market Orientation on Business Profitability 1974Foundations of Behavioral Research 1990Market Orientation: The Construct, Research Propositions, and Managerial Implications 1982Out of the Crisis

Cited by

2008Antecedents and Consequences Of Frontline Service Employee Commitment to Service Quality 2010The Service Models of Frontline Employees 2019The effects of strategic orientation on operational ambidexterity: A study of indian SMEs in the industry 4.0 era 2019When Does Customer Participation Matter? An Empirical Investigation of the Role of Customer Empowerment in the Customer Participation–Performance Link 2013The impact of job satisfaction, adaptive selling behaviors and customer orientation on salesperson's performance: exploring the moderating role of selling experience

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Details

Year2002

Typearticle

Published2002-04-01

VenueJournal of the Academy of Marketing Science

ISSN-L0092-0703

Languageen

Citations153

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1177/03079459994407

openalex_workW2072273283

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2005Relationships among customer orientation, service orientation and job satisfaction in financial services

2013The Beautiful, the Cheerful, and the Helpful: The Effects of Service Employee Attributes on Customer Satisfaction

2010Does salesperson's customer orientation create value in B2B relationships? Empirical evidence from India