Customer-oriented selling: A review, extension, and directions for future research

CH Schwepker Jr - Journal of Personal Selling & Sales …, 2003 - Taylor & Francis
As customer-relationship selling continues to emerge as a significant selling strategy, the
role of customer-oriented selling takes on added significance. The personal selling …

Uncovering the dark side of gamification at work: Impacts on engagement and well-being

W Hammedi, T Leclercq, I Poncin, L Alkire - Journal of Business Research, 2021 - Elsevier
Rethinking the workplace experience as a means for enhancing the well-being of frontline
employees (FLEs) represents a key priority for services. The well-being of frontline …

Employee job satisfaction and customer-oriented behavior: A study of frontline employees in the foodservice industry

EK Choi, HW Joung - Journal of Human Resources in Hospitality & …, 2017 - Taylor & Francis
As the significance of frontline employees increases in the foodservice industry,
organizations are paying more attention to internal marketing and customer-oriented …

On the role of empathy in customer-employee interactions

J Wieseke, A Geigenmüller… - Journal of service …, 2012 - journals.sagepub.com
While the service literature repeatedly emphasizes the role of empathy in service
interactions, studies on empathy in customer-employee interactions are nearly absent. This …

Internal branding: Social identity and social exchange perspectives on turning employees into brand champions

B Löhndorf, A Diamantopoulos - Journal of Service research, 2014 - journals.sagepub.com
Prior research acknowledges employees' crucial role in building strong service brands, yet
empirical research on how to turn employees into brand champions remains scarce and has …

How sales strategy translates into performance: The role of salesperson customer orientation and value-based selling

H Terho, A Eggert, A Haas, W Ulaga - Industrial marketing management, 2015 - Elsevier
The role of selling has become increasingly analytical and it is a central topic on senior
management's agenda in business markets. Still, sales strategy remains an under …

Social identity and the service-profit chain

C Homburg, J Wieseke, WD Hoyer - Journal of Marketing, 2009 - journals.sagepub.com
The conventional service-profit chain (SPC) proposes that a firm's financial performance can
be improved through a path that connects employee satisfaction, customer orientation …

Implementing the marketing concept at the employee-customer interface: the role of customer need knowledge

C Homburg, J Wieseke, T Bornemann - Journal of marketing, 2009 - journals.sagepub.com
Although the identification of customer needs constitutes a cornerstone of the marketing
concept, the accuracy of frontline employees' perceptions of customer needs has never …

An attitude-behavior model of salespeople's customer orientation

RM Stock, WD Hoyer - Journal of the academy of marketing …, 2005 - journals.sagepub.com
The goal of this article is to provide deeper insights into the construct of customer orientation
at the individual level. The article has three main objectives: First, this study provides a two …

The role of leaders in internal marketing

J Wieseke, M Ahearne, SK Lam… - Journal of …, 2009 - journals.sagepub.com
There is little empirical research on internal marketing despite its intuitive appeal and
anecdotal accounts of its benefits. Adopting a social identity theory perspective, the authors …