Middle managers' perception of subordinates' customer orientation in the banking sector

Leonidas A. Zampetakis

The Service Industries Journal, 2009, vol. 31, issue 7, 1033-1047

Abstract: This study examined personal and contextual factors at work that influence middle-level managers' perception of their immediate subordinate's customer orientation (SCO). Data were based on 120 managers from seven organizations from the Cyprus banking sector. Results of structural equation modelling indicate that managers' trait of emotional intelligence has a significant indirect effect on their perceptions of their SCO via positive affect at work. Recommendations for further research are discussed.

Date: 2009
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:31:y:2009:i:7:p:1033-1047

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DOI: 10.1080/02642060903079436

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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