TITLE

A replication and extension of Hennig-Thurau's concept of COSE

AUTHOR(S)
Kuppelwieser, Volker G.; Chiummo, Gabriel R.; Grefrath, Robert S.
PUB. DATE
October 2012
SOURCE
Journal of Customer Behaviour;Autumn2012, Vol. 11 Issue 3, p241
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
This empirical research paper replicates, extends and discusses Hennig-Thurau's customer orientation of service employees (COSE) concept. It follows the framework of the original model, but focuses on two different services. The paper uses a structural equation model and newly collected data to examine the relationships proposed by Hennig-Thurau. In addition, the COSE model is extended using several control variables. The results demonstrate that the COSE model as proposed by Hennig-Thurau does not hold under differing research contexts and is therefore not universally applicable. Furthermore, the proposed factors of COSE are not found in the sample examined here, and the findings also show that the inclusion of control variables leads to ambiguous results. To identify universally applicable models and to allow for meta-analyses, this paper attempts to generalise Hennig-Thurau's COSE model. When applied in accordance with the original paper, the proposed model is not supported by the data presented here. However, this article provides deeper insights into customer orientation of service employees and suggests directions for further research.
ACCESSION #
83719794

 

Related Articles

  • How and When Does Customer Orientation Influence Frontline Employee Job Outcomes? A Meta-Analytic Evaluation. Zablah, Alex R; Franke, George R; Brown, Tom J; Bartholomew, Darrell E // Journal of Marketing;May2012, Vol. 76 Issue 3, p21 

    Previous research has conceptualized and modeled customer orientation (CO) in one of two ways: as a psychological phenomenon antecedent to critical job states (i.e., stress and engagement) or as frontline employee behaviors that are caused by these same job states. Building on meta-analytic...

  • Data extraction for complex meta-analysis (DECiMAL) guide. Pedder, Hugo; Sarri, Grammati; Keeney, Edna; Nunes, Vanessa; Dias, Sofia // Systematic Reviews;12/13/2016, Vol. 5, p1 

    As more complex meta-analytical techniques such as network and multivariate meta-analyses become increasingly common, further pressures are placed on reviewers to extract data in a systematic and consistent manner. Failing to do this appropriately wastes time, resources and jeopardises accuracy....

  • Determining the Level of Hospitalized Patients Satisfaction of Hospitals: A Systematic Review and Meta-Analysis. Mahmood, Moosazadeh; Mahmood, Nekoei-moghadam; Mohammadreza, Amiresmaili // Hospital Journal;2013, Vol. 12 Issue 1, p77 

    Background: Patients are the raison d'etre of the hospitals therefore satisfying their needs and expectations is one of the most important duties of the hospitals. Consequently in recent decades patient satisfaction has been considered as a reliable measure for studying the quality of care and...

  • BEÅž FAKTÖR KİŞİLÄ°K ÖZELLÄ°KLERÄ° VE YABANCILAÅžMA ARASINDAKÄ° Ä°LÄ°ÅžKÄ°: BEÅž YILDIZLI OTEL ÇALIÅžANLARI ÃœZERÄ°NE BÄ°R UYGULAMA. DEVELİOĞLU, Kazim; TEKİN, Ömer Akgün // Suleyman Demirel University Journal of Faculty of Economics & Ad;2013, Vol. 18 Issue 2, p15 

    The state of alienation, which has some significant impact on work conditions, societal relationships and indivuals' personal lives, is expected to be, strongly, influenced by individuals' personality traits. This study aims to investigate the relationship between five factor personality traits...

  • The proper sequence for correcting correlation coefficients for range restriction and unreliability. STAUFFER, JOSEPH M.; MENDOZA, JORGE L . // Psychometrika;Mar2001, Vol. 66 Issue 1, p63 

    Corrections of correlations for range restriction (i.e., selection) and unreliability are common in psychometric work. The current rule of thumb for determining the order in which to apply these corrections looks to the nature of the reliability estimate (i.e., restricted or unrestricted). While...

  • AUTOMATIC RE-CODING OF VARIABLE VALUES FOR POOLED META-ANALYSIS OF EPIDEMIOLOGICAL DATA. Röder, S. // Journal of Epidemiology & Community Health;Aug2004 Supplement 1, Vol. 58, pA48 

    The re-coding algorithm analyses the specification of each concatenated variable and harmonizes them to a common specification. Furthermore, constraints such as missing value codes or values outside specification have to be considered. Afterwards, the harmonized variables will be used for...

  • An Innovative Way of Finding Best or Least Matching Pairs and Groups. Farrokhi, Farahman; Mahmoudi-Hamidabad, Asgar // English Language & Literature Studies;Dec2011, Vol. 1 Issue 2, p129 

    The procedure introduced in this article is an innovative way for finding the best and least matching pairs. The method can also be extended to find the most converging or diverging groups if the objectives of studies necessitate so. The procedure employs three pieces of information to find out...

  • Abstracted models for assessing reforestation stocking in spruce–aspen mixedwoods. Farnden, Craig // Forestry: An International Journal of Forest Research;Dec2012, Vol. 85 Issue 5, p621 

    Individual tree growth models are often constructed with much more complexity than is required for many of the tasks to which they might be applied. In many cases, they also have detailed requirements for describing initial conditions, which may necessitate costly data collection. In cases where...

  • PROCESO DE MEDICIÓN EN LAS ACTIVIDADES DE INVESTIGACIÓN. Inda, Alma Delia; Real, Gloria Muñoz del // Global Conference on Business & Finance Proceedings;2013, Vol. 8 Issue 1, p1368 

    The measurement process in the research activities allows to effectively structure the processing, analysis, and data collection of our variables being studied. This process allows the association of variables and identifies the interrelation between them. The degree of association of the...

  • Income, Motivation, and Satisfaction with Life: An Empirical Analysis. Salinas-Jim�nez, Maria del Mar; Art�s, Joaqu�n; Salinas-Jim�nez, Javier // Journal of Happiness Studies;Dec2010, Vol. 11 Issue 6, p779 

    This paper focuses on how different types of motivations can condition satisfaction with life, studying whether individual heterogeneity in motivations affects the relationship between income and life satisfaction and whether the relationship between motivation and satisfaction differs for...

Share

Read the Article

Courtesy of THE LIBRARY OF VIRGINIA

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics