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.
引用
收藏
页码：477 / 484
页数：7
相关论文
共 50 条
  • [41] SERV*OR: A managerial measure of organizational service-orientation
    Lytle, RS
    Hom, PW
    Mokwa, MP
    JOURNAL OF RETAILING, 1998, 74 (04) : 455 - 489
  • [42] CUSTOMER SERVICE - A MANAGERIAL APPROACH TO CONTROLLING MARKETING CHANNEL CONFLICT
    LEVY, M
    INTERNATIONAL JOURNAL OF PHYSICAL DISTRIBUTION & MATERIALS MANAGEMENT, 1981, 11 (07): : 38 - 52
  • [43] Workers' power and intentional learning among non-managerial workers - A 2004 benchmark survey
    Livingstone, David W.
    Raykov, Milosh
    RELATIONS INDUSTRIELLES-INDUSTRIAL RELATIONS, 2008, 63 (01): : 30 - 56
  • [44] Exploring blockchain technology acceptance among non-managerial construction practitioners in Shenzhen, China
    Liao, Longhui
    Ye, Yuehua
    Wei, Nana
    Li, Hong
    Fan, Cheng
    ENGINEERING CONSTRUCTION AND ARCHITECTURAL MANAGEMENT, 2024, 31 (05) : 2053 - 2076
  • [45] MANAGERIAL EMPLOYEES IN ANTHRACITE, 1902: A STUDY IN OCCUPATIONAL MOBILITY
    Ginger, Ray
    JOURNAL OF ECONOMIC HISTORY, 1954, 14 (02): : 146 - 157
  • [46] Climate perceptions and the customer orientation of frontline service employees
    Coelho, Filipe Jorge
    Augusto, Mario Gomes
    Coelho, Arnaldo Fernandes
    Sa, Patricia Moura
    SERVICE INDUSTRIES JOURNAL, 2010, 30 (08): : 1343 - 1357
  • [47] CUSTOMERS' SERVICE EVALUATION: ANTECEDENT EFFECTS OF EMPLOYEES' CUSTOMER ORIENTATION AND SERVICE ORIENTATION BEHAVIORS
    Jayawardhena, Chanaka
    PROCEEDINGS OF THE 2009 ACADEMY OF MARKETING SCIENCE (AMS) ANNUAL CONFERENCE, 2015, : 211 - 211
  • [48] Determinants of intention to leave a non-managerial job in the fast-food industry of West Malaysia
    Ryan, Chris
    Ghazali, Hazrina
    Mohsin, Asad
    INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2011, 23 (03) : 344 - 360
  • [49] Empirical Study of Managerial effectiveness in Service Sector
    Renu
    PACIFIC BUSINESS REVIEW INTERNATIONAL, 2015, 7 (09): : 33 - 39
  • [50] Customer orientation of service employees - Its impact on customer satisfaction, commitment, and retention
    Hennig-Thurau, T
    INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 2004, 15 (05): : 460 - 478
12345