Record Details

The Service Orientation and Employee’s Customer Orientation in Public Services Organizations

Journal of Economics and Business Research

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Field Value
 
Title The Service Orientation and Employee’s Customer Orientation in Public Services Organizations
 
Creator Iacob, Andrada
 
Subject service orientation, employee customer orientation, public services, customer interactions, customer treatment
 
Description This paper explores the relationships between service orientation and employees’ customer orientation in public services organizations. First, we will review the relevant literature on service orientation and employee’s customer orientation. Based on this theory, the research hypothesis is formulated. The research results will be followed by conclusions, limitations and future directions. At the construct level, we found positive direct relationships between service orientation and employees’ customer orientation. The regression model of the service orientation dimensions revealed significant positive effects of customer treatment and service standards communication on employees’ customer orientation, as well as the negative effects of service rewards.
 
Publisher Journal of Economics and Business Research
 
Contributor —
 
Date 2015-06-19
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://www.uav.ro/jour/index.php/jebr/article/view/519
 
Source Journal of Economics and Business Research; Vol 21, No 2 (2015): J of Economics & Business Research; 82 - 98
2069-9476
2068-3537
 
Language eng
 
Relation http://www.uav.ro/jour/index.php/jebr/article/view/519/pdf.
 
Rights Copyright (c) 2015 Journal of Economics and Business Research