Whose Version of Customer Service am I Getting?

  • Rita Di Mascio
Conference paper
First Online:
Part of the Developments in Marketing Science: Proceedings of the Academy of Marketing Science book series (DMSPAMS)

Abstract

This study found three distinct conceptualizations of customer service among service employees. These were customer service as (a) a ‘means to an end’; (b) forming of a relationship for mutual benefit; and (c) meeting customer’s stated needs efficiently and courteously. These conceptualizations were related to self-reported competence and customer orientation.

Keywords

Service Provider Customer Service Organization Citizenship Behavior Customer Orientation Service Employee 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.
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Copyright information

© Academy of Marketing Science 2015

Authors and Affiliations

  • Rita Di Mascio
    • 1
  1. 1.MuncieUSA

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