1. //
  2. Start
  3. //
  4. Publications
  5. Customer Orientation of Service Employee...
  6. Output formats
  7. //

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

Research output: Journal contributions › Journal articles › Research › peer-review

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, Vol. 2, No. 1-2, 01.01.2003, p. 23-41.

Research output: Journal contributions › Journal articles › Research › peer-review

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, vol. 2, no. 1-2, pp. 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

Recently viewed

Researchers

  1. Pauline Reinecke

Publications

  1. Towards an Intra- and Interorganizational Perspective
  2. Who’s afraid of the articles on state responsibility
  3. Die Unternehmergesellschaft
  4. Risk management with management control systems
  5. Article 31 Application in Time
  6. Pragmatic Function of Twitter Handlers' Perspectives on Children Discourse in Nigeria.
  7. The Role of Assessment and Quality Management in Transformations towards Sustainable Development
  8. Remaining time and opportunities at work: Relationships between age, work characteristics, and occupational future time perspective
  9. Klassenrat
  10. Three-dimensional microstructural analysis of Mg-Al-Zn alloys by synchrotron-radiation-based microtomography
  11. Computer-mediated knowledge systems in consultancy firms: do they work?
  12. Using Multi-Label Classification for Improved Question Answering
  13. Towards Quantitative Factory Life Cycle Evaluation
  14. Overview of Non-Apis Bees
  15. The internal audience of external communications
  16. Analytical prediction of wall thickness reduction and forming forces during the radial indentation process in Incremental Profile Forming
  17. Analysis of mechanical properties and microstructure of single and double-pass friction stir welded T-joints for aluminium stiffened Panels
  18. Does board composition have an impact on CSR reporting?
  19. Schreiben in der Sekundarstufe II
  20. Building capacities for transformative change towards sustainability
  21. Introduction
  22. Australian Graziers value sparse trees in their pastures: A viewshed analysis of Photo-elicitation
  23. Aesthetic Practices of the New Right
  24. Assessing tree dendrometrics in young regenerating plantations using terrestrial laser scanning
  25. Atmospheric gas-particle partitioning versus gaseous/particle-bound deposition of SVOCs
  26. On the Existence of Digital Objects
  27. Who’s afraid of the senses? Organization, management and the return of the sensorium