Integrating internal customer orientation, internal service quality, and customer orientation in the banking sector: an empirical study
Abstract
The purpose of this paper is to examine the interrelationships between internal customer orientation (ICO), internal service quality (ISQ), and customer orientation (CO) to develop and test a conceptual model of the antecedents of CO in the banking sector. The conceptual framework consists of the following constructs: ICO, interdepartmental conflict, interdepartmental connectedness, ISQ, job satisfaction, empowerment, and CO. Moreover, 10...
Paper Details
Title
Integrating internal customer orientation, internal service quality, and customer orientation in the banking sector: an empirical study
Published Date
Nov 1, 2011
Journal
Volume
31
Issue
14
Pages
2487 - 2505
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Notes
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