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dc.contributor.authorMorales Mediano, Javieres-ES
dc.contributor.authorRuiz-Alba Robledo, José Luises-ES
dc.date.accessioned2018-06-22T07:33:56Z
dc.date.available2018-06-22T07:33:56Z
dc.date.issued2019-10-26es_ES
dc.identifier.issn0264-2069es_ES
dc.identifier.uri10.1080/02642069.2018.1455830es_ES
dc.descriptionArtículos en revistases_ES
dc.description.abstract.es-ES
dc.description.abstractCustomer orientation of service employees (COSE) refers to the capacity and skills of employees to (1) identify, understand and satisfy their clients needs, and (2) act to that end. The COSE model has been used extensively to assess customer orientation of service employees within different settings. However, minimal modifications from the original have been presented so far, and the proposed settings were unrelated to highly relational services such as private banking (PB). PB is defined as the services specifically designed to satisfy the financial needs of high net worth individuals (HNWI); they are usually delivered by only one contact person the private banker. Thus, PB is based on a personal and long-lasting relationship between the private banker and the client. Drawing on the literature regarding customer orientation and PB, trust, loyalty and word of mouth are identified as the potential consequences of COSE, improving on previous models. These new propositions are accompanied by a conceptual framework of COSE that is able to address the PB particularities by considering some moderating variables that are inherent to the PB service (customer segment and type of banking firm). Further avenues for research are then charted in light of the new conceptual framework developed.en-GB
dc.format.mimetypeapplication/pdfes_ES
dc.language.isoen-GBes_ES
dc.rightsCreative Commons Reconocimiento-NoComercial-SinObraDerivada Españaes_ES
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/3.0/es/es_ES
dc.sourceRevista: Service Industries Journal, Periodo: 1, Volumen: , Número: , Página inicial: 1, Página final: 17es_ES
dc.titleNew perspective on customer orientation of service employees: a conceptual frameworkes_ES
dc.typeinfo:eu-repo/semantics/articlees_ES
dc.description.versioninfo:eu-repo/semantics/publishedVersiones_ES
dc.rights.holderes_ES
dc.rights.accessRightsinfo:eu-repo/semantics/openAccesses_ES
dc.keywords.es-ES
dc.keywordsCustomer orientation, service employees, COSE, private banking, financial servicesen-GB
dc.identifier.doi10.1080/02642069.2018.1455830es_ES


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