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Enhancing customer perceived service quality through IMO diffusion

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posted on 2023-06-09, 00:04 authored by Achilleas Boukis, Spiros Gounaris, Giannis kostopoulos, Kostas Kaminakis
This study integrates the social identity, the social learning and the psychological contract perspective in order to explore branch manager’s role for diffusing internal market orientation philosophy across store employees in a retail banking context. As branch managers constitute the main linking pin between contact employees and top management, we stress some employee-related gains from their IMO adoption as well as some contact employees’ behaviours which enhance customers’ perceptions of service quality.

History

Publication status

  • Published

Presentation Type

  • paper

Event name

Academy of Marketing Science Conference,

Event location

New Orleans, US

Event type

conference

Event date

15-20 May 2012

Department affiliated with

  • Business and Management Publications

Full text available

  • No

Peer reviewed?

  • Yes

Legacy Posted Date

2016-01-18

First Compliant Deposit (FCD) Date

2016-01-18

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