The effect of service orientation on financial performance: The mediating role of job satisfaction and customer satisfaction
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Tarih
2013
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Elsevier Science Bv
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Scholars and business executives have become increasingly interested in the concept of an organizational service orientation. Service excellence is a strategic priority and that service significantly affects the creation of superior value, customer satisfaction, competitive advantage, growth, and profitability. The aim of the study is to explore relationships between organizational service orientation, job satisfaction, customer satisfaction and financial performance in banking industry in Turkey. Hypotheses are developed in due course. Next, hypotheses are tested with data collected from a sample of 745 branch managers and employees of banks operating in Turkey. Using structural equation modelling (SEM), results reveal that service orientation is significantly related to job satisfaction, which in turn impacts customer satisfaction, ultimately leading to higher financial performance. Beside service orientation is directly related to customer satisfaction and also to financial performance. At the end, the research findings are discussed and also managerial implications and future research opportunities are presented.
Açıklama
9th International Strategic Management Conference -- JUN 27-29, 2013 -- Riga, LATVIA
Anahtar Kelimeler
Service orientation, Job satisfaction, Customer satisfaction Business performance, Banking industry
Kaynak
Proceedings of 9th International Strategic Management Conference
WoS Q Değeri
N/A
Scopus Q Değeri
Cilt
99
