TY - RPRT
T1 - Personale Kundenorientierungsskala (PeKS)
T2 - Zusammenstellung sozialwissenschaftlicher Items und Skalen (ZIS)
AU - Egold, N. W.
DO - https://zis.gesis.org/DoiId/zis305
UR - 10.6102/zis305
AB - The customer orientation of employees in the service industry is considered to be a central factor influencing customer satisfaction (Dormann et al., 2003; Dormann & Zapf, 2007). Customer orientation is defined as a disposition and endeavor to meet, understand, and fulfill a client’s expectations and requests (Dormann et al., 2003; Nerdinger, 2003). This instrument (PeKS) aims at measuring the de-gree in which actions of service employees in a service scenario are aimed towards customer satis-faction. This tool was used in multiple previous studies and projects (see “Weiterführende Literatur” for more details) and achieved a Cronbach’s alpha of .73. A discriminant validity was established through correlating the Big Five measured by the Neo-FFI (Egold, 2000) and a criterion validity by the correlation with customer satisfaction (Egold et al., 2009).
PY - 2021
PB - ZIS - GESIS Leibniz Institute for the Social Sciences
LA - deu
SN - http://zis.gesis.org/