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Middle managers' perception of subordinates' customer orientation in the banking sector

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  • Leonidas A. Zampetakis

Abstract

This study examined personal and contextual factors at work that influence middle-level managers' perception of their immediate subordinate's customer orientation (SCO). Data were based on 120 managers from seven organizations from the Cyprus banking sector. Results of structural equation modelling indicate that managers' trait of emotional intelligence has a significant indirect effect on their perceptions of their SCO via positive affect at work. Recommendations for further research are discussed.

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  • Leonidas A. Zampetakis, 2009. "Middle managers' perception of subordinates' customer orientation in the banking sector," The Service Industries Journal, Taylor & Francis Journals, vol. 31(7), pages 1033-1047, May.
    • Handle: RePEc:taf:servic:v:31:y:2009:i:7:p:1033-1047
    DOI: 10.1080/02642060903079436
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