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Zeitschrift für Betriebswirtschaft

, Volume 78, Issue 10, pp 1061–1100 | Cite as

Kundenorientierung von Mitarbeitern: Forschungsstand und -perspektiven

  • Alexander HaasEmail author
State of the Art

Zusammenfassung

Angesichts der unternehmenspraktischen Bedeutung der Kundenorientierung von Mitarbeitern hat sich die Wissenschaft in verschiedenen Disziplinen intensiv mit diesem Konstrukt beschäftigt. Vor diesem Hintergrund erfolgt im vorliegenden Beitrag eine umfassende Aufarbeitung der empirischen Arbeiten zur Kundenorientierung von Mitarbeitern. Insgesamt werden 230 Arbeiten von 1979 bis April 2008 betrachtet, die sich empirisch mit diesem Konstrukt und dessen Zusammenhängen zu anderen Variablen beschäftigen. Aufbauend auf der systematischen Darstellung der empirischen Befunde zur Kundenorientierung von Mitarbeitern wird der Forschungsstand in diesem Feld aufgezeigt. Darauf aufbauend, werden Perspektiven für die zukünftige Forschung abgeleitet.

Customer orientation of employees: Review and research suggestions

Summary

Considerable attention has been given to the study of the customer orientation of employees such as service employees and salespeople. Against this background, this article provides a comprehensive review that organizes and summarizes the empirical research regarding the customer orientation of employees. More specifically, 230 empirical studies are reviewed. Based on the literature review, the current knowledge related to the customer orientation of employees is presented and suggestions for future research are offered.

Keywords

Customer orientation employees framework literature review 

JEL

M12 M31 

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© Gabler Verlag 2008

Authors and Affiliations

  1. 1.Institut für Marketing und Unternehmensführung, Abteilung MarketingUniversität BernBernGermany

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