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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 KaminakisThis 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, USEvent type
conferenceEvent date
15-20 May 2012Department affiliated with
- Business and Management Publications
Full text available
- No
Peer reviewed?
- Yes
Legacy Posted Date
2016-01-18First Compliant Deposit (FCD) Date
2016-01-18Usage metrics
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