CONSEQUENCES OF EMPLOYEE’S CUSTOMER ORIENTATION IN PUBLIC SERVICES
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, t...
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| Format: | Article |
| Language: | English |
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Universitaria Press Craiova
2015-06-01
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| Series: | Management & Marketing |
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| Online Access: | http://www.mnmk.ro/documents/2015_X1/13-13-1-15.pdf |
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| _version_ | 1849737837144965120 |
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| author | Andrada IACOB |
| author_facet | Andrada IACOB |
| author_sort | Andrada IACOB |
| collection | DOAJ |
| description | 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. |
| format | Article |
| id | doaj-art-8b7a560c936d4b0fb6b728f0466d8021 |
| institution | DOAJ |
| issn | 1841-2416 1841-2416 |
| language | English |
| publishDate | 2015-06-01 |
| publisher | Universitaria Press Craiova |
| record_format | Article |
| series | Management & Marketing |
| spelling | doaj-art-8b7a560c936d4b0fb6b728f0466d80212025-08-20T03:06:48ZengUniversitaria Press CraiovaManagement & Marketing1841-24161841-24162015-06-01XIII1169180CONSEQUENCES OF EMPLOYEE’S CUSTOMER ORIENTATION IN PUBLIC SERVICESAndrada IACOB 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.http://www.mnmk.ro/documents/2015_X1/13-13-1-15.pdfemployee’s customer orientationorganisational commitmentorganisational identificationjob satisfactionpublic services |
| spellingShingle | Andrada IACOB CONSEQUENCES OF EMPLOYEE’S CUSTOMER ORIENTATION IN PUBLIC SERVICES Management & Marketing employee’s customer orientation organisational commitment organisational identification job satisfaction public services |
| title | CONSEQUENCES OF EMPLOYEE’S CUSTOMER ORIENTATION IN PUBLIC SERVICES |
| title_full | CONSEQUENCES OF EMPLOYEE’S CUSTOMER ORIENTATION IN PUBLIC SERVICES |
| title_fullStr | CONSEQUENCES OF EMPLOYEE’S CUSTOMER ORIENTATION IN PUBLIC SERVICES |
| title_full_unstemmed | CONSEQUENCES OF EMPLOYEE’S CUSTOMER ORIENTATION IN PUBLIC SERVICES |
| title_short | CONSEQUENCES OF EMPLOYEE’S CUSTOMER ORIENTATION IN PUBLIC SERVICES |
| title_sort | consequences of employee s customer orientation in public services |
| topic | employee’s customer orientation organisational commitment organisational identification job satisfaction public services |
| url | http://www.mnmk.ro/documents/2015_X1/13-13-1-15.pdf |
| work_keys_str_mv | AT andradaiacob consequencesofemployeescustomerorientationinpublicservices |