Principles and principals Do customer stewardship and agency control complete or complement when shaping frontline employee ba

By:

SCHEPERS, JEROEN

Contributor(s):

FALK, TOMAS

Material type:

Mixed materialsPublication details: 2013Description: 1-20Subject(s):

MARKETING

NLM classification:

658.8

In: JOURNAL OF MARKETINGMSummary: This article introduces customer stewardship control (CSC) to the marketing field. This concept represents a frontlne employee's felt ownership of and moral responsibility for custoemrs's overall welfare. In two studies, the authors show that CSCis a more encompassing construct than customer orientation, which refelcts a frontline employee's focus on meeting customers' needs. They provide evidence that the former is more potent in shaping in and extra role employee behaviors.

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Holdings
Item type	Current library	Call number	Vol info	Status	Date due	Barcode
Periodicals/Magazines	SSCBS Library		76/6	Available		P14724

This article introduces customer stewardship control (CSC) to the marketing field. This concept represents a frontlne employee's felt ownership of and moral responsibility for custoemrs's overall welfare. In two studies, the authors show that CSCis a more encompassing construct than customer orientation, which refelcts a frontline employee's focus on meeting customers' needs. They provide evidence that the former is more potent in shaping in and extra role employee behaviors.

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