Enhancing customer perceived service quality through IMO diffusion

Boukis, Achilleas, Gounaris, Spiros, kostopoulos, Giannis and Kaminakis, Kostas (2012) Enhancing customer perceived service quality through IMO diffusion. In: Academy of Marketing Science Conference,, 15-20 May 2012, New Orleans, US.

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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.

Item Type: Conference or Workshop Item (Paper)
Schools and Departments: University of Sussex Business School > Business and Management
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Depositing User: Achilleas Boukis
Date Deposited: 18 Jan 2016 14:28
Last Modified: 18 Jan 2016 14:28
URI: http://sro.sussex.ac.uk/id/eprint/59295
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