Individual customer-orientation scores of service staff in the banking and finance industry in Australia and the United Kingdom : some preliminary findings of a projective measurement technique
Identifieur interne : 00D113 ( Main/Curation ); précédent : 00D112; suivant : 00D114Individual customer-orientation scores of service staff in the banking and finance industry in Australia and the United Kingdom : some preliminary findings of a projective measurement technique
Auteurs : R. Allen [Australie]Source :
Descripteurs français
- Pascal (Inist)
English descriptors
- KwdEn :
Abstract
The personal customer-orientation skills of customer-service staff are of concern to recruiters, human resource managers, trainers and marketers in service industries. This study compared the individual customer-orientation of matched quota samples of customer-service staff working in financial institutions in Australia and the United Kingdom. A new projective technique was used which measures personality, attitudinal, motivational, awareness and skill aspects of individual customer-orientation.
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Francis:616-96-11070Le document en format XML
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<author><name sortKey="Allen, R" sort="Allen, R" uniqKey="Allen R" first="R." last="Allen">R. Allen</name>
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<country>Australie</country>
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<sourceDesc><biblStruct><analytic><title xml:lang="en" level="a">Individual customer-orientation scores of service staff in the banking and finance industry in Australia and the United Kingdom : some preliminary findings of a projective measurement technique</title>
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<profileDesc><textClass><keywords scheme="KwdEn" xml:lang="en"><term>AUSTRALIA</term>
<term>BANK</term>
<term>CORPORATE CULTURE</term>
<term>CUSTOMER RELATIONS</term>
<term>UNITED KINGDOM</term>
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<term>CULTURE D'ENTREPRISE</term>
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<front><div type="abstract" xml:lang="en">The personal customer-orientation skills of customer-service staff are of concern to recruiters, human resource managers, trainers and marketers in service industries. This study compared the individual customer-orientation of matched quota samples of customer-service staff working in financial institutions in Australia and the United Kingdom. A new projective technique was used which measures personality, attitudinal, motivational, awareness and skill aspects of individual customer-orientation.</div>
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