Developing managers’ customer orientation: The key role of perspective-taking (notice n° 464452)
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| fixed length control field | 01583cam a2200217 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250121051318.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Auriacombe, Brigitte |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | Developing managers’ customer orientation: The key role of perspective-taking |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2020.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 27 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | The objective of this study is to examine the reactions of employees when listening to the voice of the customer, a practice considered important in training employees in customer orientation. A qualitative study was carried out involving managers from different positions, which showed that listening to customers can be undertaken from three perspectives. Each perspective leads both to a different understanding of customer experience, and to different abilities to carry out specific actions meeting the needs of customers. These findings, analyzed through the lens of social perspective-taking theory, revealed several psycho-sociological mechanisms that underpin the act of listening to the voice of the customer. The paper concludes by elaborating managerial recommendations for companies wishing to develop customer orientation in their organization. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | authenticity |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | commodification process |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | connoisseurship |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | gastronomic and Bacchic brotherhoods |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Melkonian, Tessa |
| Relator term | author |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Décisions Marketing | o 99 | 3 | 2020-09-25 | p. 97-112 | 0779-7389 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/journal-decisions-marketing-2020-3-page-97?lang=en&redirect-ssocas=7080">https://shs.cairn.info/journal-decisions-marketing-2020-3-page-97?lang=en&redirect-ssocas=7080</a> |
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