Front-line responses to customer orientation programmes: a theoretical and empirical analysis

By R. Peccei, Patrice Rosenthal. 2000

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Enhancing customer service: Perspective taking in a call centre (2007, background): “…appears essential if customer’s needs are to be properly understood and the service adapted to suit those needs (Heskett, Earl Sasser, & Hart, 1990; Peccei & Rosenthal, 2000; Correspondence should be addressed to Carolyn M. Axtell, Institute of Work Psychology, University of Sheffield, Sheffield…”
Employee strain and job satisfaction related to an implementation of quality in a public service organization: A longitudinal study (2003, background): “Furthermore, increases in job satisfaction are expected with increased employee empowerment (Cotton, 1996; see also Peccei & Rosenthal, 2000, 2001).”
Links between organisational and customer variables in service delivery: Evidence, contradictions and challenges (2004, background): “On the organisational side, there is evidence that service climate and employee commitment interact (Jaworski and Kohli, 1993; Lux et al., 1996; Peccei and Rosenthal, 2000), further highlighting the possibility that commitment may be a useful variable to explore.”
Developing a Scale to Measure Tourist Perceived Safety (2021, background): “Peccei and Rosenthal (2000) Resident Hospitable and friendly people Chen and Tsai (2007) Akgün, Senturk, Keskin, and Onal, (2020)Local people are friendly Echtner and Ritchie (1993) PSFE Fully equipped A first aid kit in hotel room Rittichainuwat and Chakraborty (2012) Rittichainuwat (2013) A…”