IDEAS home Printed from https://ideas.repec.org/a/aib/ibtjbs/v12y2016i1p219-246.html
   My bibliography  Save this article

Customer Orientation Of Service Employees: A Phantom Model Approach

Author

Listed:
  • Reema Farooghi

    (Khadim Ali Shah Bukhari Institute of Technology or KASB Institute of Technology)

  • Syeda Nazneen Waseem

    (Iqra University)

  • Samina Qasim

    (Iqra University)

Abstract

Purpose The purpose of this study is to analyze Customer Retention as a result of Customer Service Employees.It helps to study the attitude of the customers and analyze the factors that are held important by the customers towards achievement of their satisfaction.Methodology CFA and Path Analysis have been used to analyze the data collected from young telecom users.Data has been collected using convenience sampling from young telecom consumers using selfadministered questionnaire.Findings The results indicate that there is a significant relationship between Customer Orientation of Service Employees and Customer Retention, Customer Satisfaction and Emotional Commitment.It is also analyzed that there Customer Satisfaction and Emotional Commitment mediates the effect between Customer Orientation of Service Employees COSE and Customer Retention.Practical Implications This study contributes in a number of ways.First it provides an understanding regarding the relationship of Service Employees and Customer Retention.Secondly it helps to analyze the criteria that need to be used so as to increase customer satisfaction and their involvement in the organization thirdly it provides empirical evidence of the work and theory laid by HennigThurau, 2004.

Suggested Citation

  • Reema Farooghi & Syeda Nazneen Waseem & Samina Qasim, 2016. "Customer Orientation Of Service Employees: A Phantom Model Approach," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 12(1), pages 219-246.
    • Handle: RePEc:aib:ibtjbs:v:12:y:2016:i:1:p:219-246
    DOI: https://doi.org/10.46745/ilma.ibtjbs.2016.121.15
    as

    Download full text from publisher

    File URL: http://ibtjbs.ilmauniversity.edu.pk/journal/jbs/12.1/15.pdf
    Download Restriction: no
    File URL: https://libkey.io/https://doi.org/10.46745/ilma.ibtjbs.2016.121.15?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. David M. Sluss & Blake E. Ashforth, 2008. "How Relational and Organizational Identification Converge: Processes and Conditions," Organization Science, INFORMS, vol. 19(6), pages 807-823, December.
    2. Leslier Valenzuela & Jay Mulki & Jorge Jaramillo, 2010. "Impact of Customer Orientation, Inducements and Ethics on Loyalty to the Firm: Customers’ Perspective," Journal of Business Ethics, Springer, vol. 93(2), pages 277-291, May.
    3. Andreas Eggert & Wolfgang Ulaga, 2002. "Customer perceived value: a substitute for satisfaction in business markets?," Post-Print hal-00484980, HAL.
    4. Tari, Juan Jose & Molina, Jose Francisco & Castejon, Juan Luis, 2007. "The relationship between quality management practices and their effects on quality outcomes," European Journal of Operational Research, Elsevier, vol. 183(2), pages 483-501, December.
    5. Chih-Ching Teng & Clayton W. Barrows, 2009. "Service orientation: antecedents, outcomes, and implications for hospitality research and practice," The Service Industries Journal, Taylor & Francis Journals, vol. 29(10), pages 1413-1435, May.
    6. Mengze Shi & Jeongwen Chiang & Byong-Duk Rhee, 2006. "Price Competition with Reduced Consumer Switching Costs: The Case of "Wireless Number Portability" in the Cellular Phone Industry," Management Science, INFORMS, vol. 52(1), pages 27-38, January.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Syed Waleed Warsi & Ghulam Mustafa & Saeed Ahmed, 2016. "Investigating The Role Of Manager’S Attitude For The Performance Of Subordinates: A Study For Comparison Between Boss And A Leader," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 12(2), pages 12-21.
    2. Itani, Omar S. & Jaramillo, Fernando & Paesbrugghe, Bert, 2020. "Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    3. Mei, Maggie Qiuzhu & Wang, Le & Yan, Jie, 2023. "Maintaining product quality consistency when offshoring to emerging markets: The role of subsidiary control," Journal of International Management, Elsevier, vol. 29(1).
    4. Christopher S. Tuggle & David G. Sirmon & Cameron J. Borgholthaus & Leonard Bierman & A. Erin Bass, 2022. "From Seats at the Table to Voices in the Discussion: Antecedents of Underrepresented Director Participation in Board Meetings," Journal of Management Studies, Wiley Blackwell, vol. 59(5), pages 1253-1283, July.
    5. Younès El Manzani & Mohamed Larbi Sidmou & Jean-Jack Cegarra, 2018. "Does IS0 9001 quality management system support product innovation? An analysis from the sociotechnical systems theory," Post-Print hal-03080217, HAL.
    6. Yuhan Ge & Qing Yuan & Yaxi Wang & Keunsoo Park, 2021. "The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China," Sustainability, MDPI, vol. 13(15), pages 1-19, August.
    7. Gavin Price & Andries Walt, 2013. "Changes in Attitudes Towards Business Ethics Held by Former South African Business Management Students," Journal of Business Ethics, Springer, vol. 113(3), pages 429-440, March.
    8. Muhammad Shahnawaz Adil, Kamal bin Ab Hamid, 2017. "Impact of Individual Feelings of Energy on Creative Work Involvement: A Mediating Role of Leader-Member Exchange," Journal of Management Sciences, Geist Science, Iqra University, Faculty of Business Administration, vol. 4(1), pages 82-105, March.
    9. Mujahid Mohiuddin Babu & Panuel Rozario Prince, 2011. "Factors Influencing the Overall Customer Satisfaction of the Wireless Internet Service Users: An Empirical Study in Bangladesh," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 2(6), pages 14-24, September.
    10. Michael C. Withers & Kevin G. Corley & Amy J. Hillman, 2012. "Stay or Leave: Director Identities and Voluntary Exit from the Board During Organizational Crisis," Organization Science, INFORMS, vol. 23(3), pages 835-850, June.
    11. Pam Lee & Chulmo Koo & Namho Chung, 2019. "The Threats of North Korea’s Missile and Visitors’ International Conference Choice Behavior," Sustainability, MDPI, vol. 11(18), pages 1-22, September.
    12. Reza Dabestani & Allahvirdi Taghavi & Mohammad Saljoughian, 2014. "The Relationship between Total Quality Management Critical Success Factors and Knowledge Sharing in a Service Industry," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 39(1), pages 81-101, February.
    13. Rana Basu & Prabha Bhola, 2015. "Exploring Quality Management Practices and Its Pattern Analysis in Indian Service SMEs," Journal of Enterprising Culture (JEC), World Scientific Publishing Co. Pte. Ltd., vol. 23(02), pages 199-235, June.
    14. Lord, Robert G. & Gatti, Paola & Chui, Susanna L.M., 2016. "Social-cognitive, relational, and identity-based approaches to leadership," Organizational Behavior and Human Decision Processes, Elsevier, vol. 136(C), pages 119-134.
    15. Michael Grubb, 2015. "Failing to Choose the Best Price: Theory, Evidence, and Policy," Review of Industrial Organization, Springer;The Industrial Organization Society, vol. 47(3), pages 303-340, November.
    16. Yoo, Jungmin & Park, Minjung, 2016. "The effects of e-mass customization on consumer perceived value, satisfaction, and loyalty toward luxury brands," Journal of Business Research, Elsevier, vol. 69(12), pages 5775-5784.
    17. Sergio Edú Valsania & Juan A. Moriano & Fernando Molero, 2016. "Authentic leadership and intrapreneurial behavior: cross-level analysis of the mediator effect of organizational identification and empowerment," International Entrepreneurship and Management Journal, Springer, vol. 12(1), pages 131-152, March.
    18. Chen, Jiawei, 2018. "Switching costs and network compatibility," International Journal of Industrial Organization, Elsevier, vol. 58(C), pages 1-30.
    19. I Gede Mahatma Yuda Bakti & Sik Sumaedi & Tri Rakhmawati & Sih Damayanti & Medi Yarmen, 2020. "The Model of Domestic Product Quality Syndrome," SAGE Open, , vol. 10(4), pages 21582440209, December.
    20. Spencer H. Harrison & Kevin G. Corley, 2011. "Clean Climbing, Carabiners, and Cultural Cultivation: Developing an Open-Systems Perspective of Culture," Organization Science, INFORMS, vol. 22(2), pages 391-412, April.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aib:ibtjbs:v:12:y:2016:i:1:p:219-246. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Syed Kashif Rafi (email available below). General contact details of provider: https://edirc.repec.org/data/fmilmpk.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.