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http://dx.doi.org/10.9723/jksiis.2022.27.5.099

Effect of Customer Experience Management Capability on Job Satisfaction and Customer Orientation of Service Firms : Focus on the Bank Service  

Joung, HyunSuk (계명대학교 경영학부)
Publication Information
Journal of Korea Society of Industrial Information Systems / v.27, no.5, 2022 , pp. 99-117 More about this Journal
Abstract
This study examines the effect of customer experience management capability of a bank and job satisfaction and customer orientation of the frontline employee in bank. The proposed research model and developed hypotheses were tested using structural equations modeling based on data collected from 321 employees working in banks. The results of the study confirm the positive effects of employee training, employee empowerment, employee evaluation, cross functional work of customer experience management capability is job satisfaction and customer orientation. But channel integration is not supported job satisfaction and customer orientation. Performance management influenced customer orientation through job satisfaction. The study provides On a theoretical level valuable insights into the customer experience management competency at the organizational unit and but there is also a limitation that firms the is limited.
Keywords
Frontline employees; Customer experience management capability; Job satisfaction; Customer orientation;
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Times Cited By KSCI : 2  (Citation Analysis)
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