Article OPEN
Andrada IACOB;
  • Publisher: Universitaria Press Craiova
  • Journal: Management & Marketing (issn: 1841-2416, eissn: 1841-2416)
  • Publisher copyright policies & self-archiving
  • Subject: organisational identification | HF5001-6182 | Business | organisational commitment | public services | employee’s customer orientation, organisational commitment, organisational identification, job satisfaction, public services | employee’s customer orientation | job satisfaction
    • jel: jel:M31 | jel:M30
    acm: ComputingMilieux_THECOMPUTINGPROFESSION

The goal of this paper is to explore the consequences of employee’s customer orientation in public services organizations. We will start with a literature review of the theory of customer orientation measurement and the consequences of this orientation at organizational... View more
  • References (52)
    52 references, page 1 of 6

    Allen, N.J., Meyer, J.P. (1990), The measurement and antecedents of affective, continuance and normative commitment to the organization. Journal of Occupational Psychology, 63(1), pp. 1-18.

    Bansal, H.S., Irving, P.G., Taylor, S.F. (2004), A three-component model of customer to service providers. Journal of the Academy of Marketing Science, 32(3), 234-250.

    Bateman, T. S., Organ, D. W. (1983). Job satisfaction and the good soldier: The relationship between affect and employee "citizenship." Academy of Management Journal, 26, 587-595.

    A Beatson, I Lings, S Gudergan, (2008), Employee behaviour and relationship quality: impact on customers. The Service Industries Journal, 28(2), 211-223.

    Beaverland, M. (2001), Contextual influences and the adoption and practice of relationship selling in a business to-business setting: an exploratory study. Journal of Personal Selling and Sales Management, Vol. 21, Summer, pp. 207-16.

    Bernhardt, K.L., Donthu, N., Kennett, P.A. (2000), A longitudinal analysis of satisfaction and profitability. Journal of Business Research, 47(2), 167-171.

    Berthon, P., Hulbert, J. and Pitt, L. (1999), To serve or to create? Strategic orientations towards customers and innovation. California Management Review, Vol. 42 No. 1, pp. 37-58.

    Bettencourt, L.A. and Brown, S.W. (1997), Contact employees: relationship among workplace fairness, job satisfaction and prosocial service behaviours. Journal of Retailing, 73(1), pp.39-61.

    Bettencourt, L.A. and Brown, S.W. (2003), Role Stressors and Customer-Oriented Boundary-Spanning Behaviours in Service Organizations. Journal of the Academy of Marketing Science, 31 (Fall), 394-408.

    Bienstock, C.C., DeMoranville, C.W. and Smith, R.K. (2003), Organizational citizenship behaviour and service quality. Journal of Services Marketing, 17(4), pp.357-78.

  • Related Organizations (4)
  • Metrics
Share - Bookmark