haku: @author Armario, E.M. / yhteensä: 1
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| Tekijä: | Castro, C.B. Armario, E.M. Rio, M.E.S. del |
| Otsikko: | Consequences of market orientation for customers and employees |
| Lehti: | European Journal of Marketing
2005 : VOL 39:5-6, p. 646-676 |
| Asiasana: | Market orientation Customers Consumer satisfaction Employee attitudes Banking Models Spain |
| Kieli: | eng |
| Tiivistelmä: | This paper focuses on the effect of an orientation on employees, organizational commitment and OCBs, as well as on customers, satisfaction and perceived service quality. Structural equation models are employed to analyze the data collected from the Spanish retail banking sector to verify the hypothesis corresponding to the causal relationships proposed in this paper's research model. The results achieved in this research represent significant contributions both from a theoretical perspective as well as for management in the service industry. |
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