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Consequences Of Employee’S Customer Orientation In Public Services

Author

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  • Andrada IACOB

    (West University of Timisoara, Romania)

Abstract

The goal of this paper is to explore the consequences of employee’s customer orientation in public services organizations. We will start with a literature review of the theory of customer orientation measurement and the consequences of this orientation at organizational and individual level. Then, the research methodology and results are presented. Conclusions, research limitations and future directions are included at the end of the paper. We identified positive direct effects of the employee customer orientation on organizational commitment and organizational identification, but no significant direct relationship with job satisfaction.

Suggested Citation

  • Andrada IACOB, 2015. "Consequences Of Employee’S Customer Orientation In Public Services," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 169-180, May.
  • Handle: RePEc:aio:manmar:v:xiii:y:2015:i:1:p:169-180
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    File URL: http://www.mnmk.ro/documents/2015_X1/13-13-1-15.pdf
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    References listed on IDEAS

    as
    1. Jan Wieseke & Johannes Ullrich & Oliver Christ & Rolf Dick, 2007. "Organizational identification as a determinant of customer orientation in service organizations," Marketing Letters, Springer, vol. 18(4), pages 265-278, December.
    2. Bernhardt, Kenneth L. & Donthu, Naveen & Kennett, Pamela A., 2000. "A Longitudinal Analysis of Satisfaction and Profitability," Journal of Business Research, Elsevier, vol. 47(2), pages 161-171, February.
    3. Amanda Beatson & Ian Lings & Siegfried Gudergan, 2008. "Employee behaviour and relationship quality: impact on customers," The Service Industries Journal, Taylor & Francis Journals, vol. 28(2), pages 211-223, March.
    4. Conduit, Jodie & Mavondo, Felix T., 2001. "How critical is internal customer orientation to market orientation?1," Journal of Business Research, Elsevier, vol. 51(1), pages 11-24, January.
    Full references (including those not matched with items on IDEAS)

    More about this item

    Keywords

    employee’s customer orientation; organisational commitment; organisational identification; job satisfaction; public services;

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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