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• W3021365838 endingPage "469" @default.
• W3021365838 startingPage "437" @default.
• W3021365838 abstract "Purpose Recently, banks have focussed on teaching marketing skills, especially customer orientation. This issue, according to previous studies, has led to improved employee and bank performance. In this regard, Tejarat bank (an Iranian Bank) also organised specialised customer orientation courses for its employees with the help of the Iranian Scientific Marketing Association. Consequently, the purpose of this study is to examine the effect of customer orientation coaching on employee’s individual performance and financial and non-financial performance of the bank. Design/methodology/approach Accordingly, by using theoretical foundations, this study attempted to present a comprehensive conceptual and theoretical model on the effect of customer orientation coaching on employee and bank performance. The structural equation modelling was run to test the relevant hypotheses. Findings The results showed the significant effect of customer orientation coaching on employee performance either directly or indirectly. Customer orientation, competitor orientation, sales orientation and the long-term orientation of the employees were mediating factors between customer orientation coaching and employee performance. The effect of employee’s performance on the financial and non-financial performance of the bank was also significant. Originality/value These results help to understand the importance of coaching for developing customer orientation and perception about competitor orientation, sales orientation and long-term orientation of employees and their effect on individual and organisational performance." @default.
• W3021365838 created "2020-05-13" @default.
• W3021365838 creator A5033063122 @default.
• W3021365838 creator A5059349807 @default.
• W3021365838 creator A5071273429 @default.
• W3021365838 creator A5072984991 @default.
• W3021365838 date "2020-05-04" @default.
• W3021365838 modified "2023-09-26" @default.
• W3021365838 title "The effect of customer orientation coaching on employee’s individual performance and financial and non-financial performance" @default.
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