search query: @indexterm retail industry / total: 66
reference: 31 / 66
| Author: | Kwon, U. Beatty, S. E. Lueg, J. E. |
| Title: | Organizational values, work norms, and relational role behaviours: en empirical retail assessment |
| Journal: | International Review of Retail, Distribution and Consumer Research
2000 : OCT, VOL. 10:4, p. 401-416 |
| Index terms: | Retail industry Organizational culture Employee attitudes Consumer research Consumer behaviour |
| Freeterms: | Relationships in retailing Retention strategies |
| Language: | eng |
| Abstract: | The authors apply the relationship-marketing concepts to a retail setting in order to determine if customer-contact employees' relational role behaviours have organizational influenced antecedents. Using organizational culture and value-norm-behaviour linkage, they posit that organizational values consisting of customer, employee, and financial orientation) influence work norms for customer retention. A study is conducted in a US regional drugstore chain (n=246) |
SCIMA