Customer Service Orientation

Customer Service Orientation is a managerial construct representing an organizational predisposition to prioritize customer satisfaction through the systematic alignment of employee behaviors, processes, and service delivery mechanisms toward meeting or exceeding customer expectations.

350

Publications

26.3K

Citations

778

Authors

431

Institutions

Publications per year

2017–2026

Parents

Service Orientation

Publications

350

Service, Quality & Satisfaction

Fandy Tjiptono, Gregorius Chandra · 2011 · 1.3K citations

Business, Marketing, Marketing Management +17

Domo Arigato Mr. Roboto

Jenny van Doorn, Martin Mende, Stephanie Noble et al. · Journal of Service Research · 2016 · 1.2K citations · Full text

Business, Social Psychology, Technology Management +13

The Customer Orientation of Service Workers: Personality Trait Effects on Self-and Supervisor Performance Ratings

Tom J. Brown, John C. Mowen, D. Todd Donavan et al. · Journal of Marketing Research · 2002 · 1.1K citations

Education, Marketing, Marketing Management +9

Customer Contributions to Quality: A Different View of the Customer-Oriented Firm

Cynthia A. Lengnick‐Hall · Academy of Management Review · 1996 · 688 citations

Management, Quality Management, Strategic Management +16

Service Innovation Viewed Through a Service-Dominant Logic Lens: A Conceptual Framework and Empirical Analysis

Andrea Ordanini, A. Parasuraman · Journal of Service Research · 2010 · 674 citations

Management, Hospitality Management, Innovation Management +16

1–5 of 350

Authors

778

JW
John W. Lounsbury
University of Tennessee at Knoxville, United States
9 publications · 562 citations
9
h-index
LW
Lucy W. Gibson
University of Tennessee at Knoxville, United States
7 publications · 482 citations
7
h-index
SM
Shawn M. Carraher
Cameron University, United States
5 publications · 136 citations
5
h-index
NJ
Nicholas J. Ashill
American University of Sharjah, United Arab Emirates
4 publications · 194 citations
4
h-index
UY
Uğur Yavaş
East Tennessee State University, United States
4 publications · 146 citations
4
h-index

1–5 of 778

Institutions

431

1–8 of 431

Venues

Journal of Services Marketing
13 publications · 1.1K citations
13
h-index
International Journal of Hospitality Management
9 publications · 718 citations
9
h-index
Journal of Service Research
JSR · 8 publications · 2.9K citations
8
h-index
Service Industries Journal
7 publications · 305 citations
7
h-index
Industrial Marketing Management
7 publications · 519 citations
7
h-index

1–5