Principles and principals Do customer stewardship and agency control complete or complement when shaping frontline employee ba
Material type: Mixed materialsPublication details: 2013Description: 1-20Subject(s): NLM classification:- 658.8
Item type | Current library | Call number | Vol info | Status | Date due | Barcode | |
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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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