Customer Service Orientation in Managerial and Non-Managerial Employees: An Exploratory Study

被引：0
|
作者：
Leisa A. Martin
Scott L. Fraser
机构：
[1] The University of Oklahoma,Department of Instructional Leadership and Academic Curriculum
[2] Florida International University,undefined
来源：
Journal of Business and Psychology | 2002年 / 16卷
关键词：
customer service orientation; managerial employees; non-managerial employees; interpersonal skills assessment;
D O I：
暂无
中图分类号：
学科分类号：
摘要：
The customer service orientation of managerial and non-managerial employees from a large financial services organization were compared using the Customer Service Skills Inventory (CSSI). The results indicated that, in comparison to non-managerial employees, managers scored significantly higher on Pressure Tolerance, Independent Judgment, and Responsiveness, and significantly lower on Realistic Orientation.
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页码：477 / 484
页数：7
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