Goal Orientation, Service Behavior and Service Performance

@article{Chien2008GoalOS,
  title={Goal Orientation, Service Behavior and Service Performance},
  author={Chun-Cheng Chien and Shuo-Tsung Hung},
  journal={Asia-Pacific Management Review},
  year={2008},
  volume={13},
  pages={513-529}
}
Based on the traditional service triangle, this study proposes a conceptual model of the relationships between goal orientation, service behavior and service performance in order to examine antecedents and consequences of service behavior at the individual level. Data from 271 personal finance specialists and medical assistants show the customer oriented behavior positively correlated with organizational citizenship behavior. Both forms of behavior in turn are positively related to service… Expand

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