Purpose – The purpose of the paper is to explore the research on the personality trait of customer orientation (CO) and consider how it may be applicable to customer service work in libraries. Design/methodology/approach – The paper reviews business research literature on CO and relates it to library science literature on customer service. Findings – CO is a measurable personality trait that is shown to predict customer service behaviors in service employees. Research also shows that CO is associated with customers’ perceptions of service quality. Practical implications – Libraries should prioritize CO in their hiring, training and recognition processes. Originality/value – CO is a well‐researched personality trait in the business literature. The original contribution of this paper is to report the research on customer orientation, relate it to similar concepts in librarianship and suggest ways libraries can integrate an awareness of CO in their human resources processes.
Reference Services Review – Emerald Publishing
Published: Aug 5, 2014
Keywords: Customer orientation; Customer service; Customer service management
It’s your single place to instantly
discover and read the research
that matters to you.
Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.
All for just $49/month
Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly
Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.
Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.
Read from thousands of the leading scholarly journals from SpringerNature, Wiley-Blackwell, Oxford University Press and more.
All the latest content is available, no embargo periods.
“Hi guys, I cannot tell you how much I love this resource. Incredible. I really believe you've hit the nail on the head with this site in regards to solving the research-purchase issue.”Daniel C.
“Whoa! It’s like Spotify but for academic articles.”@Phil_Robichaud
“I must say, @deepdyve is a fabulous solution to the independent researcher's problem of #access to #information.”@deepthiw
“My last article couldn't be possible without the platform @deepdyve that makes journal papers cheaper.”@JoseServera