CONSEQUENCES OF EMPLOYEE’S CUSTOMER ORIENTATION IN PUBLIC SERVICES

Andrada Iacob
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Andrada Iacob: West University of Timisoara, Romania

Management and Marketing Journal, 2015, vol. XIII, issue 1, 169-180

Abstract: The goal of this paper is to explore the consequences of employee’s customer orientation in public services organizations. We will start with a literature review of the theory of customer orientation measurement and the consequences of this orientation at organizational and individual level. Then, the research methodology and results are presented. Conclusions, research limitations and future directions are included at the end of the paper. We identified positive direct effects of the employee customer orientation on organizational commitment and organizational identification, but no significant direct relationship with job satisfaction.

Keywords: employee’s customer orientation; organisational commitment; organisational identification; job satisfaction; public services (search for similar items in EconPapers)
JEL-codes: M30 M31 (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:aio:manmar:v:xiii:y:2015:i:1:p:169-180

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