Firm’s service orientation, frontline employee behavior and customer participation - A study of short - training services
Abstract
This study investigated the impact of a firm’s service orientation on the behaviors of two key service interaction components, i.e. frontline employees and customers for value cocreation in short-training services. Data were collected from 220 trainers in 46 training organizations in HCMC. SEM analysis revealed that firm’s service orientation has substantial effects on both trainee’s participation and trainer’s customer-oriented behavior which in turn, has significant impact on trainee’s participation. Theoretical and managerial implications have been discussed accordingly.
điểm /
đánh giá
Published
2016-09-07
Issue
Section
ARTILES
Copyright belongs to VNU-HCM “Science and Technology Development” Journal. Any copy or reprinting of any form must be permitted by the Journal.