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Service Orientation and Customer Performance: Triad Perspectives of Sales Managers, Sales Employees, and Customers

This study examines how shop managers’ attitudes toward customers are transferred to sales employees, and thus affect customer performance. We surveyed shop managers, sales employees, and customers in five department stores in Seoul, South Korea, in June 2021 to determine the relationships among ser...

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Uloženo v:
Hlavní autoři: Ho-Taek Yi, MinKyung Lee, Kyungdo Park
Médium: Artigo
Jazyk:Inglês
Vydáno: MDPI AG 2022-09-01
Edice:Behavioral Sciences
Témata:
service orientation
customer orientation
service performance
perceived authenticity
customer loyalty
customer performance
On-line přístup:https://www.mdpi.com/2076-328X/12/10/373
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