How to cite this paper
Aburayya, A., Marzouqi, A., Alawadhi, D., Abdouli, F & Taryam, M. (2020). An empirical investigation of the effect of employees’ customer orientation on customer loyalty through the mediating role of customer satisfaction and service quality.Management Science Letters , 10(10), 2147-2158.
Refrences
Abdolahian, S., & Foroozandeh, K. (2011). Customer orientation and its importance for organizations. Transport and De-velopment, 50(1), 60-72.
Aburayya, A., Alawadhi, D., & Taryam, M. (20019a). A conceptual framework for implementing TQM in the primary healthcare centers and examining its impact on patient satisfaction. International Journal of Advanced Research, 7(3), 1047-1065.
Aburayya, A., Alshurideh, M., Albqaeen, A., Alawadhi, D., & Ayadeh, I. (2019b). An investigation of factors affecting pa-tients waiting time in primary health care centers: An assessment study in Dubai. Management Science Letters, 10(6), 1265-1276.
Aghamolaei, T., Eftekhaari, T.E., Rafati, S., Kahnouji, K., Ahangari, S., Shahrzad, M.E., Kahnouji, A., & Hoseini, S.H. (2014). Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: patients’ per-spective. BMC Health Services Research, 14(1), 25-322
Al Bolushi, M., Olorogun, L.A., Boubacar, I., & Houjeir, R. (2017). Empirical study of quality healthcare services: Public and private healthcare in the United Arab Emirates. International Journal of Applied Business and Economic Research, 15(19), 169-180.
Alghamdi, F. (2018). Total quality management and organizational performance: A possible role of organizational cul-ture. International Journal of Business Administration, 9(4), 186-200.
Baloglu, S. (2002). Dimensions of customer loyalty. Cornell Hotel and Restaurant Administration Quarterly, 43(1), 47–59.
Blocker, C.P., Flint, D.J., Myers, M.B., & Slater, S.F. (2011). Proactive customer orientation and its role in creating cus-tomer value in global markets. Journal of the Academy of Marketing Science, 39(2), 216-233.
Brockman, B.K., Jones, M.A., & Becherer, R.C. (2012). Customer orientation and performance in small firms: Examining the moderating influence of risk-taking, innovativeness, and opportunity focus. Journal of Small Business Manage-ment, 50(3), 429-446.
Brown, M. W., & Chdeck, R. (1993). Alternative ways of assessing model fit. In K. A. Bollen & J. S. Long, Testing struc-tural equation models (pp.136–162). Sage.
Brown, S.P., & Lam, S.K. (2008). A meta-analysis of relationships linking employee satisfaction to customer responses. Journal of Retailing, 84(3), 243-255.
Brown, T.J., Mowen, J.C., Donavan, D.T., & Licata, J.W. (2002). The customer orientation of service workers: Personality trait effects on self- and supervisor performance ratings. Journal of Marketing Research, 39(1), 110-119.
Carman, J. M., Shortell, S. M., Foster, R. W., Hughes, E. F., Boerstler, H., & O’Brien, J. L. (1996). Key for successful im-plementation of total quality management in hospitals. Health Care Management Review, 21(1), 48–60.
Chen, K., Ouyang, Y., Huang, Y., & Lee, T. (2016). The study on the service quality and satisfaction of public hot springs hotels. The International Journal of Organization Innovation, 9(1), 187-199.
Chiguvi, G., & Guruwo, P. (2017). Impact of customer satisfaction on customer loyalty in the banking sector. Internation-al Journal of Scientific Engineering and Research, 5(2), 55-63.
Churchill, G.A., & Brown, T.J. (2004). Basic marketing research. 5th ed. South-Western College Pub.
Dean, A.M. (2007). The impact of customer orientation of call center employees on customers’ affective commitment and loyalty. Journal of Service Research, 10(2), 161-173.
Ekinci, Y., & Dawes, P.L. (2009). Consumer perceptions of frontline service employee personality traits, interaction qual-ity, and consumer satisfaction. The Service Industries Journal, 29(4), 503-521.
Farrell, M.A., & Oczkowski, E. (2012). Organizational identification and leader-member exchange influences on customer orientation and organizational citizenship behaviors. Journal of Strategic Marketing, 20(4), 365-377.
Fatima, T., Malik, S.A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction, and loyalty: An in-vestigation in the context of private healthcare systems. International Journal of Quality & Reliability Management, 35(6), 1195-1214.
Field, A. (2009). Discovering statistics using SPSS. 3rd ed. London: Sage Publications Limited.
Gazzol, G., Hancer, M., & Kim, B. (2013). Explaining why employee-customer orientation influences customers’ percep-tions of the service encounter. Journal of Service Management, 24(4), 382-400.
Hair, F.J., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate data analysis. 5th ed. Prentice-Hall Inter-national.
Hair, J., Babin, B., Money, P., & Samouel, P. (2003). Essentials of business research methods. Wiley.
Hennig-Thurau, T. (2004). Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 15(5), 460-478.
Jarideh, N. (2016). The investigation of effect of customer orientation and staff service-oriented on Qquality of service, customer satisfaction and loyalty in hyper star stores. International Journal of Science and Research, 5(3), 1837-1841.
Kheng, L.L., Mohamad, O., Ramayah, T., & Mosoahab, R. (2010). The impact of service quality on customer loyalty: A study of banks in Penang, Malaysia. International Journal of Marketing Studies, 2(2), 57-66.
Kim, H. J., McCahon, C., & Miller, J. (2003). Service orientation for contact employees in Korean casual-dining restau-rants. International Journal of Hospitality Management, 22(1), 67–83.
Kim, H. J., Shin, K., & Swanger, N. (2009). Burnout and engagement: A comparative analysis using the big five personali-ty dimensions. International Journal of Hospitality Management, 28(1), 96–104.
Kim, H.J. (2011). Service orientation, service quality, customer satisfaction, and customer loyalty: Testing a structural model. Journal of Hospitality Marketing & Management, 20(1), 619–637.
Lee, C.K., Song, H.J., Lee, H.M., Lee, S., & Bernhard, B.J. (2013). The impact of CSR on casino employees’ organization-al trust, job satisfaction, and customer orientation: An empirical examination of responsible gambling strategies. In-ternational Journal of Hospitality Management, 33(9), 406-415.
Lee, Y.K., Kim, Y.S., Son, M.H., & Lee, D.J. (2011). Do emotions play a mediating role in the relationship between owner leadership styles and manager customer orientation, and performance in a service environment?. International Journal of Hospitality Management, 30(4), 942-952.
Liang, R.D., & Zhang, J.S. (2012). The effect of service interaction orientation on customer satisfaction and behavioral in-tention: The moderating effect of dining frequency. Asia Pacific Journal of Marketing and Logistics, 24(6),153-170.
Loehlin, J. C. (1992). Latent variable models: An introduction to factor, path, and structural analysis. 2nd ed. Lawrence Erlbaum.
Ming, I.E., Xu, A., & Tan, Z. (2013). Exploring the impact of brand image on customer loyalty and commitment in China. Journal of Technology Management in China, 4(8), 132-144.
Mohammad, A., Bin Rahid, B., & Bin Tahir, S. (2013). Assessing the influence of customer relationship management (CRM) dimensions on organization performance: An empirical study in the hotel industry. Journal of Hospitality and Tourism Technology, 4(3), 228-247.
Mohsan, F., Nawaz, M., Khan, M., Shaukat, Z., & Aslam, N. (2011). Impact of customer satisfaction on customer loyalty and intentions to switch: Evidence from the banking sector of Pakistan. International Journal of Business and Social Science, 2(16), 263-270.
Morgan, M.D. (1979). The dynamics of an introduced population of Mysis relicta in Emerald bay and lake Tahoe. Univer-sity of California.
Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory. McGraw- Hill.
Oliver, R.L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), 25-48.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and implications for future research. Journal of Marketing, 49(1), 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer per-ceptions of service quality. Journal Retail, 64(1), 12–40.
Pathirana, U.P.G.Y. (2019). Impact of SERVQUAL model dimensions for customer satisfaction. International Journal of Academic Research in Business and Social Sciences, 9(1), 1075-1085.
Rai, A., & Medha, S. (2013). The antecedents of customer loyalty: An empirical investigation in life insurance context. Journal of Competitiveness, 1(2), 139-163.
Raie, M., Khadivi, A., & Khadaie, R. (2014). The effect of employees’ customer orientation, customer’s satisfaction and commitment on customer’s sustainability. Arabian Journal of Business and Management Review, 4(1), 109-121.
Rust, R. T., & Oliver, R. L. (1994). Service quality: New directions in theory and practice. Sage.
Ruud, T. F., Peer, C.F., & Paul T.M. (2016). How important is customer orientation for firm performance? A fuzzy set analysis of orientations, strategies, and environments. Journal of Business Research, 69(16), 1428–1436.
Scotti, D. J., Harmon, J., & Behson, S.J. (2007). Links among high-performance work environment, service quality, and customer satisfaction: an extension to the healthcare sector. Journal of Healthcare Management, 52(2), 109-124.
Teng, C.C., & Barrows, C.W. (2009). Service orientation: Antecedents, outcomes, and implications for hospitality re-search and practice. The Service Industries Journal, 29(10), 1413-1435.
U.S.-U.A.E. Business Council. (2018). The UAE’s Growth Manufacturing Sector. [pdf] http://www.usuaebusiness.org/wp-content/uploads/2018/01/Manufacturing-Report.pdf
UAE Ministry of Economy. (2019). Annual Economic Report 201-26th Edition. [pdf] https://www.economy.gov.ae/EconomicalReportsEn/Annual%20Economic%20Report%202018.pdf
Venus, D., & Safaeeian, M. (2014). Applied methods of marketing banking services to Iranian banks. Look at knowledge.
Waari, D.N. (2018). The effect of customer satisfaction on customer loyalty: The moderation roles of experiential encoun-ter and customer patronage. Journal of Business and Management, 20(4), 74-80.
Yazdani, H., Zare, A., Nasiri, M., & Asdnzhad, M. (2011). Examine the relationship between customer orientation and or-ganizational citizenship behavior. Landscape Business Management, 6(1), 53-69.
Zablah, A.R., Franke, G.R., Brown, T.J., & Bartholomew, D.E. (2012). How and when does customer orientation influence frontline employee job outcomes? A meta-analytic evaluation. Journal of Marketing, 76(3), 21-40.
Aburayya, A., Alawadhi, D., & Taryam, M. (20019a). A conceptual framework for implementing TQM in the primary healthcare centers and examining its impact on patient satisfaction. International Journal of Advanced Research, 7(3), 1047-1065.
Aburayya, A., Alshurideh, M., Albqaeen, A., Alawadhi, D., & Ayadeh, I. (2019b). An investigation of factors affecting pa-tients waiting time in primary health care centers: An assessment study in Dubai. Management Science Letters, 10(6), 1265-1276.
Aghamolaei, T., Eftekhaari, T.E., Rafati, S., Kahnouji, K., Ahangari, S., Shahrzad, M.E., Kahnouji, A., & Hoseini, S.H. (2014). Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: patients’ per-spective. BMC Health Services Research, 14(1), 25-322
Al Bolushi, M., Olorogun, L.A., Boubacar, I., & Houjeir, R. (2017). Empirical study of quality healthcare services: Public and private healthcare in the United Arab Emirates. International Journal of Applied Business and Economic Research, 15(19), 169-180.
Alghamdi, F. (2018). Total quality management and organizational performance: A possible role of organizational cul-ture. International Journal of Business Administration, 9(4), 186-200.
Baloglu, S. (2002). Dimensions of customer loyalty. Cornell Hotel and Restaurant Administration Quarterly, 43(1), 47–59.
Blocker, C.P., Flint, D.J., Myers, M.B., & Slater, S.F. (2011). Proactive customer orientation and its role in creating cus-tomer value in global markets. Journal of the Academy of Marketing Science, 39(2), 216-233.
Brockman, B.K., Jones, M.A., & Becherer, R.C. (2012). Customer orientation and performance in small firms: Examining the moderating influence of risk-taking, innovativeness, and opportunity focus. Journal of Small Business Manage-ment, 50(3), 429-446.
Brown, M. W., & Chdeck, R. (1993). Alternative ways of assessing model fit. In K. A. Bollen & J. S. Long, Testing struc-tural equation models (pp.136–162). Sage.
Brown, S.P., & Lam, S.K. (2008). A meta-analysis of relationships linking employee satisfaction to customer responses. Journal of Retailing, 84(3), 243-255.
Brown, T.J., Mowen, J.C., Donavan, D.T., & Licata, J.W. (2002). The customer orientation of service workers: Personality trait effects on self- and supervisor performance ratings. Journal of Marketing Research, 39(1), 110-119.
Carman, J. M., Shortell, S. M., Foster, R. W., Hughes, E. F., Boerstler, H., & O’Brien, J. L. (1996). Key for successful im-plementation of total quality management in hospitals. Health Care Management Review, 21(1), 48–60.
Chen, K., Ouyang, Y., Huang, Y., & Lee, T. (2016). The study on the service quality and satisfaction of public hot springs hotels. The International Journal of Organization Innovation, 9(1), 187-199.
Chiguvi, G., & Guruwo, P. (2017). Impact of customer satisfaction on customer loyalty in the banking sector. Internation-al Journal of Scientific Engineering and Research, 5(2), 55-63.
Churchill, G.A., & Brown, T.J. (2004). Basic marketing research. 5th ed. South-Western College Pub.
Dean, A.M. (2007). The impact of customer orientation of call center employees on customers’ affective commitment and loyalty. Journal of Service Research, 10(2), 161-173.
Ekinci, Y., & Dawes, P.L. (2009). Consumer perceptions of frontline service employee personality traits, interaction qual-ity, and consumer satisfaction. The Service Industries Journal, 29(4), 503-521.
Farrell, M.A., & Oczkowski, E. (2012). Organizational identification and leader-member exchange influences on customer orientation and organizational citizenship behaviors. Journal of Strategic Marketing, 20(4), 365-377.
Fatima, T., Malik, S.A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction, and loyalty: An in-vestigation in the context of private healthcare systems. International Journal of Quality & Reliability Management, 35(6), 1195-1214.
Field, A. (2009). Discovering statistics using SPSS. 3rd ed. London: Sage Publications Limited.
Gazzol, G., Hancer, M., & Kim, B. (2013). Explaining why employee-customer orientation influences customers’ percep-tions of the service encounter. Journal of Service Management, 24(4), 382-400.
Hair, F.J., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate data analysis. 5th ed. Prentice-Hall Inter-national.
Hair, J., Babin, B., Money, P., & Samouel, P. (2003). Essentials of business research methods. Wiley.
Hennig-Thurau, T. (2004). Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 15(5), 460-478.
Jarideh, N. (2016). The investigation of effect of customer orientation and staff service-oriented on Qquality of service, customer satisfaction and loyalty in hyper star stores. International Journal of Science and Research, 5(3), 1837-1841.
Kheng, L.L., Mohamad, O., Ramayah, T., & Mosoahab, R. (2010). The impact of service quality on customer loyalty: A study of banks in Penang, Malaysia. International Journal of Marketing Studies, 2(2), 57-66.
Kim, H. J., McCahon, C., & Miller, J. (2003). Service orientation for contact employees in Korean casual-dining restau-rants. International Journal of Hospitality Management, 22(1), 67–83.
Kim, H. J., Shin, K., & Swanger, N. (2009). Burnout and engagement: A comparative analysis using the big five personali-ty dimensions. International Journal of Hospitality Management, 28(1), 96–104.
Kim, H.J. (2011). Service orientation, service quality, customer satisfaction, and customer loyalty: Testing a structural model. Journal of Hospitality Marketing & Management, 20(1), 619–637.
Lee, C.K., Song, H.J., Lee, H.M., Lee, S., & Bernhard, B.J. (2013). The impact of CSR on casino employees’ organization-al trust, job satisfaction, and customer orientation: An empirical examination of responsible gambling strategies. In-ternational Journal of Hospitality Management, 33(9), 406-415.
Lee, Y.K., Kim, Y.S., Son, M.H., & Lee, D.J. (2011). Do emotions play a mediating role in the relationship between owner leadership styles and manager customer orientation, and performance in a service environment?. International Journal of Hospitality Management, 30(4), 942-952.
Liang, R.D., & Zhang, J.S. (2012). The effect of service interaction orientation on customer satisfaction and behavioral in-tention: The moderating effect of dining frequency. Asia Pacific Journal of Marketing and Logistics, 24(6),153-170.
Loehlin, J. C. (1992). Latent variable models: An introduction to factor, path, and structural analysis. 2nd ed. Lawrence Erlbaum.
Ming, I.E., Xu, A., & Tan, Z. (2013). Exploring the impact of brand image on customer loyalty and commitment in China. Journal of Technology Management in China, 4(8), 132-144.
Mohammad, A., Bin Rahid, B., & Bin Tahir, S. (2013). Assessing the influence of customer relationship management (CRM) dimensions on organization performance: An empirical study in the hotel industry. Journal of Hospitality and Tourism Technology, 4(3), 228-247.
Mohsan, F., Nawaz, M., Khan, M., Shaukat, Z., & Aslam, N. (2011). Impact of customer satisfaction on customer loyalty and intentions to switch: Evidence from the banking sector of Pakistan. International Journal of Business and Social Science, 2(16), 263-270.
Morgan, M.D. (1979). The dynamics of an introduced population of Mysis relicta in Emerald bay and lake Tahoe. Univer-sity of California.
Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory. McGraw- Hill.
Oliver, R.L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), 25-48.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and implications for future research. Journal of Marketing, 49(1), 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer per-ceptions of service quality. Journal Retail, 64(1), 12–40.
Pathirana, U.P.G.Y. (2019). Impact of SERVQUAL model dimensions for customer satisfaction. International Journal of Academic Research in Business and Social Sciences, 9(1), 1075-1085.
Rai, A., & Medha, S. (2013). The antecedents of customer loyalty: An empirical investigation in life insurance context. Journal of Competitiveness, 1(2), 139-163.
Raie, M., Khadivi, A., & Khadaie, R. (2014). The effect of employees’ customer orientation, customer’s satisfaction and commitment on customer’s sustainability. Arabian Journal of Business and Management Review, 4(1), 109-121.
Rust, R. T., & Oliver, R. L. (1994). Service quality: New directions in theory and practice. Sage.
Ruud, T. F., Peer, C.F., & Paul T.M. (2016). How important is customer orientation for firm performance? A fuzzy set analysis of orientations, strategies, and environments. Journal of Business Research, 69(16), 1428–1436.
Scotti, D. J., Harmon, J., & Behson, S.J. (2007). Links among high-performance work environment, service quality, and customer satisfaction: an extension to the healthcare sector. Journal of Healthcare Management, 52(2), 109-124.
Teng, C.C., & Barrows, C.W. (2009). Service orientation: Antecedents, outcomes, and implications for hospitality re-search and practice. The Service Industries Journal, 29(10), 1413-1435.
U.S.-U.A.E. Business Council. (2018). The UAE’s Growth Manufacturing Sector. [pdf] http://www.usuaebusiness.org/wp-content/uploads/2018/01/Manufacturing-Report.pdf
UAE Ministry of Economy. (2019). Annual Economic Report 201-26th Edition. [pdf] https://www.economy.gov.ae/EconomicalReportsEn/Annual%20Economic%20Report%202018.pdf
Venus, D., & Safaeeian, M. (2014). Applied methods of marketing banking services to Iranian banks. Look at knowledge.
Waari, D.N. (2018). The effect of customer satisfaction on customer loyalty: The moderation roles of experiential encoun-ter and customer patronage. Journal of Business and Management, 20(4), 74-80.
Yazdani, H., Zare, A., Nasiri, M., & Asdnzhad, M. (2011). Examine the relationship between customer orientation and or-ganizational citizenship behavior. Landscape Business Management, 6(1), 53-69.
Zablah, A.R., Franke, G.R., Brown, T.J., & Bartholomew, D.E. (2012). How and when does customer orientation influence frontline employee job outcomes? A meta-analytic evaluation. Journal of Marketing, 76(3), 21-40.