Customer Orientation
研究顾客导向如何影响消费者对服务质量的感知、满意度、服务价值以及后续行为，基于649名消费者的调查数据。
This study investigates the effect of being customer oriented on service performance perceptions and outcome behaviors. Specifically, the focus is on identifying the influence that being perceived as a customer-oriented firm has on consumer quality perceptions, customer satisfaction, and service value. The impact of being customer oriented on consumers’ outcome behaviors is also investigated. Responses from 649 consumers indicate that customer orientation is directly related to customers’ evaluations of employee service performance, physical goods, and servicescapes. Indirect effects on organizational quality, customer satisfaction, value attributions, and outcome behaviors are also reported. The implications of the research are discussed, as are the limitations.