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/Exploration ); 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
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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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Le document en format XML
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