Customer Service Orientation in Managerial and Non-Managerial Employees: An Exploratory Study |
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| Authors: | Leisa A Martin Scott L Fraser |
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| Institution: | (1) Department of Instructional Leadership and Academic Curriculum, The University of Oklahoma, 820 Van Vleet Oval, Norman, OK, 73019-0260;(2) Florida International University, USA |
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| Abstract: | The customer service orientation of managerial and non-managerial employees from a large financial services organization were compared using the Customer Service Skills Inventory (CSSI). The results indicated that, in comparison to non-managerial employees, managers scored significantly higher on Pressure Tolerance, Independent Judgment, and Responsiveness, and significantly lower on Realistic Orientation. |
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| Keywords: | customer service orientation managerial employees non-managerial employees interpersonal skills assessment |
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