SERVICE ORIENTATION
7.11.2 Online Educational Courses 1. Coursera. (n.d.) Introduction to Customer Service [Course]. Coursera. Available at: https://www.coursera.org/learn/introduction-to-customer-service 2. Coursera. (n.d.) Customer Service Fundamentals [Course]. Coursera. Available at: https://www.coursera.org/learn/customer-service-fundamentals 3. Coursera. (n.d.) Customer Relationship Management [Course]. Coursera. Available at: https://www.coursera.org/learn/customer-relationship-management 7.12 REFERENCES 1. Alt, R., Demirkan, H., Ehmke, J. F., Moen, A., & Winter, A. (2019). Smart services: The move to customer orientation. Electronic Markets , 29 (1), pp. 1–6. doi:10.1007/s12525-019-00338-x 2. Calvo, F., Giralt, C., & Carbonell, X. (2019). Creating the orientation on addictions service for undergraduate students of the university of Girona. European Psychiatry, 56, p. S408. 3. Garcia-Ventura, S., Joana, M., Gine, C., & Calvo, F. (2019). Internal consistency of the spanish family orientation of community and agency services: family and practitioner's version. European Psychiatry, 56, p. S151. 4. Ghobehei, M., Sadeghvaziri, F., Ebrahimi, E., & Bakeshloo, K. A. (2019). The effects of perceived brand orientation and perceived service quality in the higher education sector. Eurasian Business Review, 9 (3), pp. 347–365. doi:10.1007/s40821-018-00115-4 5. Han, S. S., Han, J. W., & Kim, Y. H. (2018). Effect of Nurses' Emotional Labor on Customer Orientation and Service Delivery: The Mediating Effects of Work Engagement and Burnout. Safety and Health at Work, 9(4), pp. 441–446. doi:10.1016/j.shaw.2017.12.001 6. Ikhsan, R. B., Prabowo, H., Wiharja, C. K., & Vional. (2018). Customer Retention as a Result of Behavioural Intention: Relationship between Customer Orientation of Service Employee and Service Quality. Pertanika Journal of Social Science and Humanities, 26, pp. 243–252.
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Building Competencies for Sustainable Learning | Chapter Seven
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