How psychological resourcefulness increases salesperson's sales performance and the satisfaction of their customers: Exploring the mediating role of customer-oriented behaviors
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DOI: 10.1016/j.indmarman.2016.08.009
Abstract: Abstract This research examines the relationships among psychological resourcefulness, customer-oriented behaviors, sales performance, and customer satisfaction. Drawing from positive organizational behavior and broaden-and-build theory, the authors propose that (1) psychological resourcefulness positively influences customer-oriented behaviors… read more here.
Keywords: psychological resourcefulness; customer; oriented behaviors; customer oriented ... See more keywords
Frontline employees’ engagement and business performance: the mediating role of customer-oriented behaviors
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DOI: 10.1108/mrr-11-2019-0482
Abstract: Purpose Within the retail banking sector, the customer-centric business model has become an important and new business trend in recent years. The enhancement of the frontline service employees’ engagement and their customer-oriented behaviors are among… read more here.
Keywords: employees engagement; customer; oriented behaviors; customer oriented ... See more keywords