The effect of service orientation on financial performance: The mediating role of job satisfaction and customer satisfaction

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dc.authoridHacioglu, Gungor/0000-0003-0694-9607
dc.contributor.authorEren, Selim S.
dc.contributor.authorEren, M. Sule
dc.contributor.authorAyas, Nevriye
dc.contributor.authorHacioglu, Gungor
dc.date.accessioned2025-01-27T20:17:03Z
dc.date.available2025-01-27T20:17:03Z
dc.date.issued2013
dc.departmentÇanakkale Onsekiz Mart Üniversitesi
dc.description9th International Strategic Management Conference -- JUN 27-29, 2013 -- Riga, LATVIA
dc.description.abstractScholars 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.
dc.description.sponsorshipInt Strateg Management & Managers Assoc
dc.identifier.doi10.1016/j.sbspro.2013.10.537
dc.identifier.endpage672
dc.identifier.issn1877-0428
dc.identifier.startpage665
dc.identifier.urihttps://doi.org/10.1016/j.sbspro.2013.10.537
dc.identifier.urihttps://hdl.handle.net/20.500.12428/21476
dc.identifier.volume99
dc.identifier.wosWOS:000346088300073
dc.identifier.wosqualityN/A
dc.indekslendigikaynakWeb of Science
dc.language.isoen
dc.publisherElsevier Science Bv
dc.relation.ispartofProceedings of 9th International Strategic Management Conference
dc.relation.publicationcategoryKonferans Öğesi - Uluslararası - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/openAccess
dc.snmzKA_WoS_20250125
dc.subjectService orientation
dc.subjectJob satisfaction
dc.subjectCustomer satisfaction Business performance
dc.subjectBanking industry
dc.titleThe effect of service orientation on financial performance: The mediating role of job satisfaction and customer satisfaction
dc.typeConference Object

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