Investigating the employee’s customer orientation behaviour: a comparison of the circumstances before and after the pandemic from policy perspective Apoorva A. Primary Author mixed material bibliography ENGLAND EMERALD INSIGHT 2023 monographic en ENGLISH

Text

BAIK Abstract Purpose – The aim of this research is to investigate how jay customer influence service employees’ customer orientation behaviour before and after COVID-19 from a policy perspective. This study will also assess whether jay customer or abusive supervision had a greater or lesser impact on service workers’ emotional stage and customer orientation during COVID-19. Design/methodology/approach – The research adopted longitudinal approach to collect the data from Indian service employees engaged in various service organisations (such as airlines, hotels and restaurants). The gathered data over a 13-month period, with (T1) November 2019 and (T2) December 2020. A total of 412 employees responded to the T1 survey. Thirteen months later, of the 412 T1 respondents, 381 returned the second survey. The data collected through questionnaire via both personally visiting the hotel restaurants and airport and through online mode. The research used structural equation modelling and ANOVA for the analysis of results. Customer orientation, COVID-19, Policy Jay customer, Burnout NONE Repository Universitas Langlangbuana Sistem Repository Elektronik Skripsi, Tesis, Desertasi dan Penelitian Dosen Universitas Langlangbuana JA101.IJLMA23V65.3.3 My Library Investigating the employee’s customer orientation behaviour: a comparison of the circumstances before and after the pandemic from policy perspective COVER_International_Journal_of_Law_and_Management.png.png 2733 2023-12-22 10:55:40 2023-12-22 10:55:58 machine generated