Coelho, Filipe Jorge; Augusto, Mário Gomes; Coelho, … - In: The Service Industries Journal 30 (2008) 8, pp. 1343-1357
Satisfaction of customers' needs is particularly dependent upon the customer orientation of frontline employees. Understanding the drivers of such orientation is, therefore, a key issue in current research. Research relating perceptions of organisational values with the customer orientation of...