ENHANCING CUSTOMER PERCEIVED SERVICE QUALITY THROUGH IMO DIFFUSION

被引：0

作者：

Boukis, Achilleas ^{[1
]}

Gounaris, Spiros ^{[2
]}

Kostopoulos, Giannis ^{[1
]}

Kaminakis, Kostas ^{[1
]}

机构：

[1] Athens Univ Econ & Business, Athens, Greece

[2] Univ Strathclyde, Glasgow G1 1XQ, Lanark, Scotland

来源：

MARKETING DYNAMISM & SUSTAINABILITY-THINGS CHANGE, THINGS STAY THE SAME... | 2015年

关键词：

INTERNAL-MARKET ORIENTATION; SOCIAL IDENTITY; ORGANIZATIONAL IDENTIFICATION; PERCEPTIONS; PERFORMANCE; SATISFACTION; MANAGEMENT; LEADERSHIP; EMPLOYEES;

D O I：

暂无

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This study integrates the social identity, the social learning and the psychological contract perspective in order to explore branch manager's role for diffusing internal market orientation philosophy across store employees in a retail banking context. As branch managers constitute the main linking pin between contact employees and top management, we stress some employee-related gains from their IMO adoption as well as some contact employees' behaviours which enhance customers' perceptions of service quality.

引用

页码：765 / 773

页数：9

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