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Customer Orientation of Service Employees—Toward a Conceptual Framework of a Key Relationship Marketing Construct

Publikation: Beiträge in Zeitschriften › Zeitschriftenaufsätze › Forschung › begutachtet

Standard

Customer Orientation of Service Employees—Toward a Conceptual Framework of a Key Relationship Marketing Construct. / Hennig-Thurau, Thorsten; Thurau, Claudia.
in: Journal of Relationship Marketing, Jahrgang 2, Nr. 1-2, 01.01.2003, S. 23-41.

Publikation: Beiträge in Zeitschriften › Zeitschriftenaufsätze › Forschung › begutachtet

Harvard

Hennig-Thurau, T & Thurau, C 2003, 'Customer Orientation of Service Employees—Toward a Conceptual Framework of a Key Relationship Marketing Construct', Journal of Relationship Marketing, Jg. 2, Nr. 1-2, S. 23-41. https://doi.org/10.1300/J366v02n01_03

APA

Hennig-Thurau, T., & Thurau, C. (2003). Customer Orientation of Service Employees—Toward a Conceptual Framework of a Key Relationship Marketing Construct. Journal of Relationship Marketing, 2(1-2), 23-41. https://doi.org/10.1300/J366v02n01_03

Vancouver

Hennig-Thurau T, Thurau C. Customer Orientation of Service Employees—Toward a Conceptual Framework of a Key Relationship Marketing Construct. Journal of Relationship Marketing. 2003 Jan 1;2(1-2):23-41. doi: 10.1300/J366v02n01_03

Bibtex

@article{8308e88e2c194a999362b5ce601e740e,
title = "Customer Orientation of Service Employees—Toward a Conceptual Framework of a Key Relationship Marketing Construct",
abstract = "Although customer orientation is a core element of the marketing concept and is especially crucial to the concept of relationship marketing, no widely accepted conceptualization of the construct exists. In the context of service organizations, the fulfillment of customer needs and wishes by customer-contact employeescan be seen as crucial for gaining a high degree of customer orientation. This paper develops a conceptualization of service employee customer orientation which is presented as a three-dimensional construct, the interrelated dimensions being the employee's motivation to serve customers, his or her customer-oriented skills, and his or her self-perceived decision-making authority. Implications are drawn out for relationship marketing of services organizations and relationship marketing theory.",
keywords = "Customer orientation, Customer-employee relationships, Empowerment, Services marketing, Social skills, Management studies",
author = "Thorsten Hennig-Thurau and Claudia Thurau",
year = "2003",
month = jan,
day = "1",
doi = "10.1300/J366v02n01_03",
language = "English",
volume = "2",
pages = "23--41",
journal = "Journal of Relationship Marketing",
issn = "1533-2667",
publisher = "Routledge Taylor & Francis Group",
number = "1-2",

}

RIS

TY - JOUR

T1 - Customer Orientation of Service Employees—Toward a Conceptual Framework of a Key Relationship Marketing Construct

AU - Hennig-Thurau, Thorsten

AU - Thurau, Claudia

PY - 2003/1/1

Y1 - 2003/1/1

N2 - Although customer orientation is a core element of the marketing concept and is especially crucial to the concept of relationship marketing, no widely accepted conceptualization of the construct exists. In the context of service organizations, the fulfillment of customer needs and wishes by customer-contact employeescan be seen as crucial for gaining a high degree of customer orientation. This paper develops a conceptualization of service employee customer orientation which is presented as a three-dimensional construct, the interrelated dimensions being the employee's motivation to serve customers, his or her customer-oriented skills, and his or her self-perceived decision-making authority. Implications are drawn out for relationship marketing of services organizations and relationship marketing theory.

AB - Although customer orientation is a core element of the marketing concept and is especially crucial to the concept of relationship marketing, no widely accepted conceptualization of the construct exists. In the context of service organizations, the fulfillment of customer needs and wishes by customer-contact employeescan be seen as crucial for gaining a high degree of customer orientation. This paper develops a conceptualization of service employee customer orientation which is presented as a three-dimensional construct, the interrelated dimensions being the employee's motivation to serve customers, his or her customer-oriented skills, and his or her self-perceived decision-making authority. Implications are drawn out for relationship marketing of services organizations and relationship marketing theory.

KW - Customer orientation

KW - Customer-employee relationships

KW - Empowerment

KW - Services marketing

KW - Social skills

KW - Management studies

UR - http://www.scopus.com/inward/record.url?scp=85009545166&partnerID=8YFLogxK

U2 - 10.1300/J366v02n01_03

DO - 10.1300/J366v02n01_03

M3 - Journal articles

AN - SCOPUS:85009545166

VL - 2

SP - 23

EP - 41

JO - Journal of Relationship Marketing

JF - Journal of Relationship Marketing

SN - 1533-2667

IS - 1-2

ER -

DOI