Some insights into customer orientation: an investigation of salespeople in Taiwan

References

• Anderson , J.C. and Gerbing , D.W. 1988 . Structural Equation Modelling in Practice: A Review and Recommended Two-Step Approach . Psychological Bulletin , 103 ( 3 ) : 411 – 423 .
   Web of Science ®Google Scholar
• Bagozzi , R. and Heatherton , T. 1994 . A General Approach to Representing Multifaceted Personality Constructs: Application to State Self-Esteem . Structural Equation Modeling , 1 ( 1 ) : 35 – 67 .
   Web of Science ®Google Scholar
• Bell , S.J. and Menguc , B. 2002 . The Employee-Organization Relationship, Organizational Citizenship Behaviors, and Superior Service Quality . Journal of Retailing , 78 ( 2 ) : 131 – 146 .
   Web of Science ®Google Scholar
• Bentler , P.M. 2006 . EQS 6 Structural Equation Program Manual , 48 – 49 . Encino, CA : Multivariate Software .
   Google Scholar
• Berry , L.L. and Parasuraman , A. 1991 . Marketing Sciences: Competing Through Quality , New York : The Free Press .
   Google Scholar
• Bettencourt , L.A. and Brown , S.W. 1997 . Contact Employees: Relationships among Workplace Fairness, Job Satisfaction and Prosocial Service Behaviors . Journal of Retailing , 73 : 39 – 61 .
   Web of Science ®Google Scholar
• Bettencourt , L.A. and Gwinner , K. 1996 . Customization of the Service Experience: The Role of the Frontline Employee . International Journal of Service Industry Management , 7 ( 2 ) : 3 – 20 .
   Google Scholar
• Bitner , M.J. , Bernard , H.B. and Mary , S.T. 1990 . The Service Encounter: Diagnosing Favorable and Unfavorable Incidents . Journal of Marketing , 54 ( 1 ) : 71 – 84 .
   Web of Science ®Google Scholar
• Blancero , D. and Johnson , S.A. 1997 . “ Customer Service Employees and Discretionary Service Behavior: A Psychological Contract Model ” . 1 – 33 . Boston, MA Paper Presented at the National Conference of the Academy of Management
   Google Scholar
• Borman , W.C. and Motowidlo , S.J. 1993 . “ Expanding the Criterion Domain to Include Elements of Contextual Performance ” . In Personnel Selection in Organizations , Edited by: Schmitt , N. and Borman , W.C. 71 – 98 . San Francisco, CA : Jossey-Bass .
   Google Scholar
• Bowen , D.E. 1990 . Interdisciplinary Study of Service: Some Progress, Some Prospects . Journal of Business Research , 20 ( 1 ) : 71 – 79 .
   Web of Science ®Google Scholar
• Brief , A.P. and Motowidlo , S.J. 1986 . Prosocial Organizational Behaviors . Academy of Management Review , 11 : 710 – 725 .
   Web of Science ®Google Scholar
• Brown , T.J. , Mowen , J.C. , Donovan , D.T. and Licata , J.W. 2002 . The Customer Orientation of Service Workers: Personality Traits on Self- and Supervisor Performance Ratings . Journal of Marketing Research , 39 ( 1 ) : 110 – 119 .
   Web of Science ®Google Scholar
• Cole , D.A. and Maxwell , S.E. 2003 . Testing Mediational Models with Longitudinal Data: Questions and Tips in the Use for Structural Equation Modelling . Journal of Abnormal Psychology , 112 ( 4 ) : 558 – 577 .
   PubMed Web of Science ®Google Scholar
• Cronin , J.J. , Brady , M.K. , Tomas , G. and Hult , M. 2000 . Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments . Journal of Retailing , 76 ( 2 ) : 193 – 218 .
   Web of Science ®Google Scholar
• Crosby , L.A. , Evans , K.R. and Cowles , D. 1990 . Relationship Quality in Services Selling: An Interpersonal Influence Perspectives . Journal of Marketing , 54 : 68 – 81 .
   Web of Science ®Google Scholar
• Cross , M.E. , Brashear , T.G. , Rigdon , E.E. and Bellenger , D.N. 2007 . Customer Orientation and Salesperson Performance . European Journal of Marketing , 41 : 821 – 835 .
   Web of Science ®Google Scholar
• Czepiel , J.A. 1990 . Service Encounters and Service Relationships: Implications for Research . Journal of Business Research , 20 : 13 – 21 .
   Web of Science ®Google Scholar
• Darlington , R.B. 1968 . Multiple Regression in Psychological Research and Practice . Psychological Bulletin , 69 : 161 – 182 .
   PubMed Web of Science ®Google Scholar
• Dolen , W.V. , Lemmink , J. , Ruyter , K.D. and Jong , A.D. 2002 . Customer-Sales Employee Encounters: A Dyadic Perspective . Journal of Retailing , 78 ( 4 ) : 265 – 2799 .
   Web of Science ®Google Scholar
• Doney , P.M. and Cannon , J.P. 1997 . An Examination of the Nature of Trust in Buyer-Seller Relationships . Journal of Marketing , 61 : 35 – 51 .
   Web of Science ®Google Scholar
• Fornell , C.R. and Larcker , D.F. 1981 . Structural Equation Models with Unobservable Variables and Measurement Error . Journal of Marketing Research , 18 : 39 – 50 .
   Web of Science ®Google Scholar
• Frenkel , S.J. 2000 . Introduction: Service Work and Its Implications for HRM . International Journal of Human Resource Management , 11 ( 3 ) : 469 – 476 .
   Web of Science ®Google Scholar
• Garbarino , E. and Johnson , M.S. 1999 . The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships . Journal of Marketing , 63 : 70 – 87 .
   Web of Science ®Google Scholar
• George , J.M. 1991 . State or Trait: Effects of Positive Mood on Prosocial Behaviors at Work . Journal of Applied Psychology , 76 ( 2 ) : 299 – 307 .
   Web of Science ®Google Scholar
• George , J.M. and Bettenhausen , K. 1990 . Understanding Prosocial Behavior, Sales Performance, and Turnover: A Group Level Analysis in a Service Context . Journal of Applied Psychology , 75 : 698 – 709 .
   Web of Science ®Google Scholar
• Gremler , D.D. and Gwinner , K.P. 2000 . Customer-Employee Rapport in Service Relationships . Journal of Service Research , 3 ( 1 ) : 82 – 104 .
   Google Scholar
• Hoffman , K.D. and Kelley , S.W. 1994 . “ The Influence of Service Provider Mood States on Prosocial Behaviors and Service Quality Assessments ” . In AMA Winter Educators' Proceedings , Edited by: Park , C.W. and Smith , D.C. 288 – 289 . Chicago, IL : American Marketing Association .
   Google Scholar
• Hoyle , R. and Kenny , D. 1999 . “ Statistical Power and Tests of Mediation ” . In Statistical Strategies for Small Sample Research , Edited by: Hoyle , R.H. 195 – 222 . Newbury Park, CA : Sage .
   Google Scholar
• Hsieh , Y.C. and Hiang , S.T. 2004 . A Study of the Impacts in Credence Services . Total Quality Management and Business Excellence , 15 ( 1 ) : 43 – 58 .
   Web of Science ®Google Scholar
• Hu , L.T. and Bentler , P.M. 1999 . Cutoff Criteria for Fit Indices in Covariance Structure Analysis: Conventional Criteria versus New Alternatives . Structural Equation Modelling , 6 : 1 – 55 .
   Web of Science ®Google Scholar
• Isen , A.M. and Shalker , T. 1982 . The Effect of Feeling State on Evaluation of Positive, Neutral, and Negative Stimuli: When You Accentuate the Positive, Do You Eliminate the Negative? . Social Psychology Quarterly , 45 ( 1 ) : 58 – 63 .
   Web of Science ®Google Scholar
• James , L.R. , Demaree , R.G. and Wolf , G. 1984 . Estimating Within-Group Interrater Reliability With and Without Response Bias . Journal of Applied Psychology , 69 ( 1 ) : 85 – 98 .
   Web of Science ®Google Scholar
• Joseph , C. Jr. , Brady , M.K. and Hult , G.T.M. 2000 . Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments . Journal of Retailing , 76 ( 2 ) : 193 – 218 .
   Web of Science ®Google Scholar
• Kelley , S.W. 1992 . Developing Customer Orientation among Service Employee . Journal of the Academy of Marketing Science , 20 ( 1 ) : 27 – 36 .
   Google Scholar
• Kelley , S.W. and Hoffman , K.D. 1997 . An Investigation of Positive Affect, Prosocial Behaviors and Service Quality . Journal of Retailing , 73 ( 3 ) : 407 – 427 .
   Web of Science ®Google Scholar
• MacKenzie , S.B. , Podsakoff , P.M. and Fetter , R. 1991 . Organizational Citizenship Behavior and Objective Productivity as Determinants of Managerial Evaluations of Salespersons' Performance . Organizational Behavior and Human Decision Processes , 50 : 123 – 150 .
   Web of Science ®Google Scholar
• Maxham , J.G. III and Netemeyer , R.G. 2003 . Firms Reap What They Show: The Effects of Shared Values and Perceived Organizational Justice on Customers' Evaluations of Complaint Handling . Journal of Marketing , 67 : 46 – 62 .
   Web of Science ®Google Scholar
• Moliner , C. , Martinez-Tur , V. , Ramos , J. , Peiró , J.M. and Cropanzano , R. 2008 . Organizational Justice and Extrarole Customer Service: The Mediating Role of Well-Being at Work . European Journal of Work and Organizational Psychology , 17 ( 3 ) : 327 – 348 .
   Web of Science ®Google Scholar
• Motowidlo , S.J. and Van Scotter , J.R. 1994 . Evidence that Task Performance Should be Distinguished from Contextual Performance . Journal of Applied Psychology , 79 : 475 – 480 .
   Web of Science ®Google Scholar
• Nielson , C.C. 1998 . An Empirical Examination of the Role of “Closeness” in Industrial Buyer-Seller Relationships . European Journal of Marketing , 32 ( 5/6 ) : 441 – 463 .
   Google Scholar
• Organ , D.W. 1988 . The Good Soldier Syndrome , Lexington, MA : Lexington Books .
   Google Scholar
• Orr , D.P. , Willbrandt , M.L. , Brack , C.J. , Rauch , S.P. and Ingersill , G.M. 1989 . Reported Sexual Behaviors and Self-esteem Among Young Adolescents . American Journal of Diseases of Children , 143 : 86 – 90 .
   PubMedGoogle Scholar
• Parasuraman , A. , Zeithaml , V.A. and Berry , L.L. 1985 . A Conceptual Model of Service Quality and Its Implications for Future Research . Journal of Marketing , 49 : 41 – 50 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V.A. and Berry , L.L. 1988 . SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality . Journal of Retailing , 64 ( 1 ) : 12 – 40 .
   Web of Science ®Google Scholar
• Podsakoff , P.M. and MacKenzie , S.B. 1994 . Organizational Citizenship Behaviors and Sales Unit Effectiveness . Journal of Marketing Research , 31 : 351 – 363 .
   Web of Science ®Google Scholar
• Price , L.L. , Eric , J.A. and Sheila , L.D. 1995 . Consumers' Emotional Responses to Service Encounters . International Journal of Service Industry Management , 6 ( 3 ) : 34 – 63 .
   Google Scholar
• Puffer , S.M. 1987 . Prosocial Behavior, Noncompliant Behavior, and Work Performance among Commission Salespeople . Journal of Applied Psychology , 72 : 615 – 621 .
   Web of Science ®Google Scholar
• Saxe , R. and Weitz , B.A. 1982 . The SOCO Scale: A Measure of the Customer Orientation of Salespeople . Journal of Marketing Research , 19 ( 3 ) : 343 – 351 .
   Web of Science ®Google Scholar
• Simons , T. and Roberson , Q. 2003 . Why Managers Should Care about Fairness: The Effects of Aggregate Justice Perceptions on Organizational Outcomes . Journal of Applied Psychology , 88 ( 3 ) : 432 – 443 .
   PubMed Web of Science ®Google Scholar
• Stock , R.M. and Hoyer , W.D. 2005 . An Attitude-Behavior Model of Salespeople's Customer Orientation . Journal of the Academy Marketing Sciences , 33 ( 4 ) : 536 – 553 .
   Web of Science ®Google Scholar
• Susskind , A.M. , Kacmar , K.M. and Borchgrevink , C.P. 2003 . Customer Service Providers' Attitudes Relating to Customer Service and Customer Satisfaction in the Customer-Server Exchange . Journal of Applied Psychology , 88 ( 1 ) : 179 – 187 .
   PubMed Web of Science ®Google Scholar
• Taylor , S.A. and Baker , T.L. 1994 . An Assessment of the Relationship between Service Quality and Customer Satisfaction in the Formation of Consumers' Purchase Intentions . Journal of Retailing , 70 ( 2 ) : 163 – 178 .
   Web of Science ®Google Scholar
• Vaughan , B.J. and Renn , R.W. 1999 . Customer Service Citizenship Behavior: Bridging the Employee-Customer Relationship . Advances in the Management of Organizational Quality , 4 : 151 – 186 .
   Google Scholar
• Wakefield , K.L. and Blodgett , J.G. 1999 . Customer Response to Intangible and Tangible Service Factors . Psychology and Marketing , 16 ( 1 ) : 51 – 68 .
   Web of Science ®Google Scholar
• Yieh , K. , Chiao , Y.C. and Chiu , Y.K. 2007 . Understanding the Antecedents to Customer Loyalty by Applying Structural Equation Modelling . Total Quality Management and Business Excellence , 18 ( 3 ) : 267 – 284 .
   Web of Science ®Google Scholar
• Zeithaml , V. 1988 . Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence . Journal of Marketing , 52 : 2 – 22 .
   Web of Science ®Google Scholar