International Journal on Customer Relations

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Factors Influencing Management of Customer Relationship of Frontline Employees in Selected Service-Sector Organizations


Affiliations
1 MATS University, Raipur, Chhattisgarh, India
2 Berhampur University, Odisha, India
     

   Subscribe/Renew Journal


In modern business environment, customers are more aware and informed. So, their expectation and satisfaction levels are very high from the service provider. Moreover, customization and personalization of services has made customer satisfaction challenging, which plays vital role in expanding any service organizations competitive growth. But, the main challenge is to get an insight of the factors affecting ability of the frontline employees (FE) to manage customer. The present study is a modest attempt to understand the factors affecting ability to manage customer relationship among FEs in service-sector organizations. It is an effort to understand as to what extent, and in what way, these factors affect their ability to manage customer. A pretested well-structured questionnaire was administered personally to 900 frontline service employees. Factor analysis was carried out to identify various factors that are responsible for FEs’ ability to manage customer relationship. The findings of the present study reveal nine factors, i.e., knowledge, reliability, managing relationship, attitude, job satisfaction, managing self, efficiency, dependability, and communication, which influence the ability of FEs to manage customer relationship.

Keywords

Frontline Employees, Service-Sector Organization, Ability to Manage Customer Relationship.
Subscription Login to verify subscription
User
Notifications
Font Size


  • Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16, 297-334.

  • Field, A. (2000). Discovering statistics using SPSS for windows. London - Thousand Oaks - New Delhi: Sage publications.

  • Goleman, D. (1995a). Emotional intelligence. New York: Bantam Books. Goleman, D. (1998), Working with Emotional Intelligence, Bloomsbury Publishing Plc, London.

  • Greenberg, J. (2005). Managing behavior in organizations. Edition by Pearson Education Inc. Published by Prentice Hall.

  • Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis (7th ed.). Prentice Hall, Upper Saddle River, New Jersey.

  • Hair, J. F., Anderson, R. E., & Tatham, R. L. (1990). Maultivariate data analysis-with reading. Newyork, USA: Macmillan Publishing Company.

  • Johnson, R. A., & Wichern, D. A. (2002). Applied multivariate statistical analysis. NJ, USA: Prientice Hall

  • Kaiser, H. F. (1974). An index of factorial simplicity. Psychometrika, 39, 31-36.

  • Khokhar, C. P., & Kush, T. (2009). Emotional intelligence and work performance among executives. Europe’s Journal of Psychology. Department of Psychology, Gurukul Kangri University, Haridwar.

  • Malhotra, N. K. (2002). Market research: An applied orientation (3rd ed.). New Delhi, India: Pearson education.

  • McShane, S. L., Glinow, M. A. V., & Sharma, R. R. (2006). Organizational behavior (3rd ed.). New Delhi, McGraw Hill companies, pp. 47-49

  • Newstrom, J. W. (2007). Organizational behavior-human Behavior at work (12th ed.). New York: McGraw Hill International Edition, p. 14

  • Robbins, S. P., Judge T. A., & Vohra, N. (2012). Organizational behavior (12th ed.). New Delhi, Pearson Education, Inc. Published by Prentice Hall pp. 48-49.

  • Sternberg, R. J. (1985a). Beyond IQ: A triarchic theory of human intelligence. New York, USA: Cambridge University Press.


Abstract Views: 378

PDF Views: 0




  • Factors Influencing Management of Customer Relationship of Frontline Employees in Selected Service-Sector Organizations

Abstract Views: 378  |  PDF Views: 0

Authors

Tapas Lata Sahu
MATS University, Raipur, Chhattisgarh, India
Rajendra Prasad Das
Berhampur University, Odisha, India

Abstract


In modern business environment, customers are more aware and informed. So, their expectation and satisfaction levels are very high from the service provider. Moreover, customization and personalization of services has made customer satisfaction challenging, which plays vital role in expanding any service organizations competitive growth. But, the main challenge is to get an insight of the factors affecting ability of the frontline employees (FE) to manage customer. The present study is a modest attempt to understand the factors affecting ability to manage customer relationship among FEs in service-sector organizations. It is an effort to understand as to what extent, and in what way, these factors affect their ability to manage customer. A pretested well-structured questionnaire was administered personally to 900 frontline service employees. Factor analysis was carried out to identify various factors that are responsible for FEs’ ability to manage customer relationship. The findings of the present study reveal nine factors, i.e., knowledge, reliability, managing relationship, attitude, job satisfaction, managing self, efficiency, dependability, and communication, which influence the ability of FEs to manage customer relationship.

Keywords


Frontline Employees, Service-Sector Organization, Ability to Manage Customer Relationship.

References