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A Study on the Effects of Customer Orientation on Emotional Dissonance and Service Delivery Level  

Song, Jung-Su (Dept. of Business Administration, International University of Korea)
Son, Eun-Il (Dept. of Business Administration, International University of Korea)
Publication Information
Journal of the Korea Safety Management & Science / v.11, no.4, 2009 , pp. 127-137 More about this Journal
Abstract
The purpose of this study were to examine the effects of emotional dissonance on customer orientation and service delivery level, and to examine the mediating effects of the customer orientation. In order to verify the relationships and mediating effect, data were obtained from 199 nurses working in a general hospital in Changwon City were analyzed by using SPSS 12.0. and AMOS 5.0. The findings are as follows: Firstly, there was a negative relationship between emotional dissonance and customer orientation. Secondly, there was also a positive relationship between customer orientation and service delivery level. Thirdly, there was also a negative relationship between emotional dissonance and service delivery level. Finally, the customer orientation was a partial mediating effect on the relationship between emotional dissonance and service delivery level. Based on these findings, the implications and the limitations of the study were presented including some directions for future studies.
Keywords
Emotional dissonance; Customer orientation; Service delivery level;
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Times Cited By KSCI : 1  (Citation Analysis)
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