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International Journal of Law and Management: Investigating the employee’s customer orientation behaviour: a comparison of the circumstances before and after the pandemic from policy perspective
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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.
Apoorva A. - Personal Name
NONE
Text
ENGLISH
EMERALD INSIGHT
2023
ENGLAND
JURNAL ILMU HUKUM
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APA Citation
Apoorva A.. (2023).International Journal of Law and Management:
Investigating the employee’s
customer orientation behaviour: a
comparison of the circumstances
before and after the pandemic
from policy perspective.(Electronic Thesis or Dissertation). Retrieved from https://localhost/etd