IDEAS home Printed from https://ideas.repec.org/a/ids/ijbexc/v15y2018i3p392-409.html
   My bibliography  Save this article

Communicating internal customer orientation values among Chinese workers

Author

Listed:
  • Gangyi Qian
  • Abraham Y. Nahm

Abstract

This research examines the effect of various modes of communication upon internal customer-oriented values internalisation and manifestation among Chinese workers. Three modes of communication are examined: top-down communication from management, lateral communication from internal customers, and group behavioural norms and organisational culture among peers. Questionnaire items were initially developed in English and translated into Chinese. 177 useable responses were gathered from the Chinese students registered in MBA and EMBA programs offered by Jinan University, China. While top-down communication from management and group norms of peers had both direct and indirect positive effects upon internal customer-oriented values internalisation, lateral communication from customers had only an indirect effect. All three modes of communication had only an indirect effect upon internal customer-oriented behaviour manifestation. Implications for managers and researchers are included.

Suggested Citation

  • Gangyi Qian & Abraham Y. Nahm, 2018. "Communicating internal customer orientation values among Chinese workers," International Journal of Business Excellence, Inderscience Enterprises Ltd, vol. 15(3), pages 392-409.
    • Handle: RePEc:ids:ijbexc:v:15:y:2018:i:3:p:392-409
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=92577
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    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:ids:ijbexc:v:15:y:2018:i:3:p:392-409. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=291 .

    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.