BUSINESS ADMINISTRATION
SERVICE EMPLOYEES’ CUSTOMER ORIENTATION AND SERVICE QUALITY: A CASE STUDY OF PRIVATE SCHOOLS IN BAYELSA STATE
This study explored how service employees' customer orientation affects service quality in private schools in Bayelsa St...
Chapters
5
Research Type
quantitative
Delivery Time
24 Hours
Preview
CHAPTER ONE
INTRODUCTION
1.1 Background of the Study
Saxe and Weitz (1982) described customer orientation of service employees (COSE) as the capacity of workers to (1) identify, comprehend, and meet the needs of customers, and (2) respond appropriately to those needs. This COSE framework has been extensively applied to assess the level of customer orientation among service staff in various contexts. Due to the intangible and ever-changing nature of services, customers frequently evaluate serv...
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