Enhancing Customer Perceived Service Quality Through IMO Diffusion

Achilleas Boukis; Spiros Gounaris; Giannis Kostopoulos; Kostas Kaminakis

doi:10.1007/978-3-319-10912-1_240

Enhancing Customer Perceived Service Quality Through IMO Diffusion

Achilleas Boukis^*, Spiros Gounaris, Giannis Kostopoulos, Kostas Kaminakis

^*Corresponding author for this work

Marketing

Research output: Chapter in Book/Report/Conference proceeding › Chapter

Abstract

This study integrates the social identity, the social learning and the psychological contract perspective in order to explore branch manager’s role for diffusing internal market orientation philosophy across store employees in a retail banking context. As branch managers constitute the main linking pin between contact employees and top management, we stress some employee-related gains from their IMO adoption as well as some contact employees’ behaviours which enhance customers’ perceptions of service quality.

Original language	English
Title of host publication	Developments in Marketing Science
Subtitle of host publication	Proceedings of the Academy of Marketing Science
Publisher	Springer Nature
Pages	765-773
Number of pages	9
DOIs	https://doi.org/10.1007/978-3-319-10912-1_240
Publication status	Published - 2015

Publication series

Name	Developments in Marketing Science: Proceedings of the Academy of Marketing Science
ISSN (Print)	2363-6165
ISSN (Electronic)	2363-6173

Bibliographical note

Publisher Copyright:
© 2015, Academy of Marketing Science.

ASJC Scopus subject areas

Strategy and Management
Marketing

Access to Document

10.1007/978-3-319-10912-1_240

Cite this

Boukis, A., Gounaris, S., Kostopoulos, G., & Kaminakis, K. (2015). Enhancing Customer Perceived Service Quality Through IMO Diffusion. In Developments in Marketing Science: Proceedings of the Academy of Marketing Science (pp. 765-773). (Developments in Marketing Science: Proceedings of the Academy of Marketing Science). Springer Nature. https://doi.org/10.1007/978-3-319-10912-1_240

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author = "Achilleas Boukis and Spiros Gounaris and Giannis Kostopoulos and Kostas Kaminakis",

note = "Publisher Copyright: {\textcopyright} 2015, Academy of Marketing Science.",

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doi = "10.1007/978-3-319-10912-1_240",

language = "English",

series = "Developments in Marketing Science: Proceedings of the Academy of Marketing Science",

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Boukis, A, Gounaris, S, Kostopoulos, G & Kaminakis, K 2015, Enhancing Customer Perceived Service Quality Through IMO Diffusion. in Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Developments in Marketing Science: Proceedings of the Academy of Marketing Science, Springer Nature, pp. 765-773. https://doi.org/10.1007/978-3-319-10912-1_240

Enhancing Customer Perceived Service Quality Through IMO Diffusion. / Boukis, Achilleas; Gounaris, Spiros; Kostopoulos, Giannis et al.
Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer Nature, 2015. p. 765-773 (Developments in Marketing Science: Proceedings of the Academy of Marketing Science).

Research output: Chapter in Book/Report/Conference proceeding › Chapter

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Enhancing Customer Perceived Service Quality Through IMO Diffusion

Abstract

Publication series

Bibliographical note

ASJC Scopus subject areas

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