{"id":"https://openalex.org/W21480257","doi":null,"title":"Customer Service, Entrepreneurial Orientation, and Performance: A Study in Health Care Organizations in Hong Kong, Italy, New Zealand, the United Kingdom, and the USA","display_name":"Customer Service, Entrepreneurial Orientation, and Performance: A Study in Health Care Organizations in Hong Kong, Italy, New Zealand, the United Kingdom, and the USA","publication_year":2006,"publication_date":"2006-10-01","ids":{"openalex":"https://openalex.org/W21480257","mag":"21480257"},"language":"en","primary_location":{"id":"mag:21480257","doi":null,"is_oa":false,"landing_page_url":"https://www.questia.com/library/journal/1P3-1176774511/customer-service-entrepreneurial-orientation-and","pdf_url":null,"source":{"id":"https://openalex.org/S2764964828","display_name":"The Journal of Applied Management and Entrepreneurship","issn_l":"1077-1158","issn":["1077-1158","2326-3709"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["abdc-c","jufo-1"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"The Journal of Applied Management and Entrepreneurship","raw_type":null},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5021736187","display_name":"Shawn M. Carraher","orcid":"https://orcid.org/0000-0003-0763-7699","observed_orcids":["https://orcid.org/0000-0003-0763-7699"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Shawn M. Carraher","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0003-0763-7699","affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5057349714","display_name":"John A. Parnell","orcid":"https://orcid.org/0000-0001-6158-7018","observed_orcids":["https://orcid.org/0000-0001-6158-7018"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"John A. Parnell","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0001-6158-7018","affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5000967368","display_name":"Sarah C. Carraher","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Sarah C. Carraher","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5066169059","display_name":"Charles E. Carraher","orcid":"https://orcid.org/0000-0002-8340-5964","observed_orcids":["https://orcid.org/0000-0002-8340-5964"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Charles E. Carraher","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0002-8340-5964","affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5026925511","display_name":"Sherry E. Sullivan","orcid":"https://orcid.org/0000-0003-1846-2628","observed_orcids":["https://orcid.org/0000-0003-1846-2628"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Sherry E. Sullivan","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0003-1846-2628","affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":4.508,"has_fulltext":false,"cited_by_count":25,"citation_normalized_percentile":{"value":0.93424145,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":87,"max":97},"biblio":{"volume":"11","issue":"4","first_page":"33","last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11543","display_name":"Employee Performance and Motivation","score":0.2206999957561493,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11543","display_name":"Employee Performance and Motivation","score":0.2206999957561493,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.17489999532699585,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10058","display_name":"Entrepreneurship Studies and Influences","score":0.14900000393390656,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.7760000228881836},{"id":"https://openalex.org/keywords/entrepreneurial-orientation","display_name":"entrepreneurial orientation","score":0.9800000190734863},{"id":"https://openalex.org/keywords/goal-orientation","display_name":"goal orientation","score":0.6660000085830688},{"id":"https://openalex.org/keywords/service-orientation","display_name":"service orientation","score":0.5649999976158142},{"id":"https://openalex.org/keywords/job-performance","display_name":"employee performance","score":0.7979999780654907},{"id":"https://openalex.org/keywords/health-care-organization","display_name":"health care organization","score":0.8500000238418579},{"id":"https://openalex.org/keywords/human-resource-management","display_name":"human resource management","score":0.6959999799728394},{"id":"https://openalex.org/keywords/service-companies","display_name":"service companies","score":0.37400001287460327},{"id":"https://openalex.org/keywords/cross-national-comparison","display_name":"cross-national comparison","score":0.6190000176429749},{"id":"https://openalex.org/keywords/performance-measurement","display_name":"performance measurement","score":0.33000001311302185},{"id":"https://openalex.org/keywords/quality-of-care","display_name":"quality of care","score":0.5519999861717224},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.328000009059906},{"id":"https://openalex.org/keywords/job-satisfaction","display_name":"job satisfaction","score":0.32100000977516174},{"id":"https://openalex.org/keywords/organizational-commitment","display_name":"organizational commitment","score":0.375}],"concepts":[{"id":"https://openalex.org/C187288502","wikidata":"https://www.wikidata.org/wiki/Q641118","display_name":"Personality","level":2,"score":0.5808401703834534},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5181216597557068},{"id":"https://openalex.org/C160735492","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Health care","level":2,"score":0.4213762879371643},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.42132604122161865},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.40764105319976807},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.40562188625335693},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.4041576385498047},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.36882007122039795},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.33728307485580444},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.2174016237258911},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.20507803559303284},{"id":"https://openalex.org/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.16608914732933044},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.11509928107261658}],"mesh":[],"locations_count":1,"locations":[{"id":"mag:21480257","doi":null,"is_oa":false,"landing_page_url":"https://www.questia.com/library/journal/1P3-1176774511/customer-service-entrepreneurial-orientation-and","pdf_url":null,"source":{"id":"https://openalex.org/S2764964828","display_name":"The Journal of Applied Management and Entrepreneurship","issn_l":"1077-1158","issn":["1077-1158","2326-3709"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["abdc-c","jufo-1"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"The Journal of Applied Management and Entrepreneurship","raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2102702620","https://openalex.org/W2253406671","https://openalex.org/W1503068705","https://openalex.org/W1971184503","https://openalex.org/W2775291559","https://openalex.org/W2169937753","https://openalex.org/W2157805790","https://openalex.org/W1980470076","https://openalex.org/W3140720469","https://openalex.org/W91592279"],"abstract_inverted_index":{"Executive":[0],"Summary":[1],"This":[2,426],"article":[3,427],"examines":[4],"the":[5,29,33,69,75,118,129,145,184,227,238,282,300,318,331,378,397,447,452,483,487,515,554,557,566],"utility":[6,453],"of":[7,36,56,59,91,102,114,183,223,229,264,286,299,315,320,433,454,462,523,530,549,559],"a":[8,40,125,221,247,256,321,346,402,455,528],"personality":[9],"oriented":[10,174,389,408],"instrument":[11,457],"in":[12,19,23,128,137,172,181,187,240,246,281,288,302,308,345,353,355,410,446,458,477,527,556,565],"predicting":[13,459],"service-orientation,":[14],"goal-orientation,":[15],"and":[16,32,49,52,63,105,150,152,155,190,206,217,232,272,310,317,377,437,443,470,486,491,501,511,517,521,562],"general":[17,64,103,471],"performance":[18,116,287,390,409],"health":[20,289,411,474,567],"care":[21,290,344,412,475,500,568],"organizations":[22,244,291,413,476,537],"Hong":[24,478],"Kong,":[25,479],"Italy,":[26,480],"New":[27,481],"Zealand,":[28,482],"United":[30,34,379,484,488],"Kingdom,":[31,485],"States":[35,380],"America.":[37],"Employees":[38],"completed":[39],"personality-oriented":[41,76,456],"employment":[42],"questionnaire":[43],"that":[44,180],"has":[45,123,350,391,414],"been":[46,124,351,392,416],"previously":[47],"examined":[48],"had":[50],"managerial":[51,156],"professional":[53,146],"evaluations":[54],"done":[55],"their":[57,204,547],"levels":[58,522],"service":[60,139,407,465,503,518,561,563],"oriented,":[61,466,469],"goal-oriented,":[62],"on-the-job":[65,463],"performance.":[66],"Based":[67],"on":[68,117,226],"five":[70],"dimensional":[71],"structure":[72],"derived":[73],"for":[74,250,312,493],"inventory,":[77],"we":[78,450],"were":[79],"able":[80],"to":[81,87,97,109,132,144,258,275,279,405,429,535,538,546,553],"explain":[82],"from":[83,532],"22.7":[84],"(Hong":[85,111],"Kong)":[86,112],"36.1":[88],"(Italy)":[89],"percent":[90,101,113],"service-oriented":[92],"performance,":[93,104,436],"40.5":[94],"(New":[95,107],"Zealand)":[96,108],"52.3":[98],"(United":[99],"Kingdom)":[100],"28":[106],"43.3":[110],"goal-oriented":[115],"job.":[119],"Introduction":[120],"Recently":[121],"there":[122,254],"dramatic":[126],"increase":[127,430,555],"attention":[130],"given":[131],"human":[133],"resource":[134],"management":[135,251],"issues":[136],"non-manufacturing":[138],"businesses":[140,175],"as":[141,203,357,359],"they":[142,543],"pertain":[143],"(e.g.,":[147],"scientists,":[148],"engineers,":[149],"research":[151,495],"development":[153],"specialists)":[154],"occupational":[157,467],"groups":[158],"(Buckley,":[159],"Carraher,":[160,163,167,199],"Ferris,":[161],"&":[162,166,195,200,368,374,385,423],"2001;":[164],"Huang":[165],"2004;":[168],"Sullivan,":[169],"1999).":[170],"Work":[171],"technical/professional":[173],"is":[176,255,292,337],"considerably":[177],"different":[178],"than":[179],"any":[182],"other":[185],"environments":[186,208],"which":[188],"professionals":[189],"managers":[191],"typically":[192],"practice":[193],"(Miner":[194],"Smith,":[196],"1994;":[197],"Parnell,":[198],"Odom,":[201],"2000)":[202],"external":[205],"internal":[207],"may":[209,305],"be":[210,259,306,324],"neither":[211],"well":[212,215],"defined":[213],"nor":[214],"understood":[216],"this":[218,303],"can":[219,323],"create":[220],"set":[222],"unique":[224],"demands":[225],"activities":[228],"both":[230,260],"supervisors":[231],"those":[233],"supervised":[234],"(Eisenhardt,":[235],"1989).":[236],"Further,":[237],"environment":[239,304,349],"these":[241],"rapidly":[242,269,277],"changing":[243,270],"results":[245],"fundamental":[248],"dilemma":[249],"practitioners":[252],"because":[253,297],"need":[257],"structured":[261],"(in":[262],"terms":[263],"making":[265],"timely":[266],"decisions":[267],"concerning":[268],"situations)":[271],"flexible":[273],"(able":[274],"shift":[276],"due":[278,552],"changes":[280],"situation).":[283],"The":[284],"observability":[285],"seemingly":[293],"beset":[294],"with":[295,327],"challenges":[296],"much":[298],"output":[301],"intellectual":[307],"nature":[309],"unobservable":[311],"long":[313],"periods":[314],"time":[316],"costs":[319],"mistake":[322],"quite":[325],"costly,":[326],"customers":[328],"potentially":[329],"paying":[330],"ultimate":[332],"price":[333],"if":[334],"an":[335],"error":[336],"made.":[338],"For":[339,504],"such":[340],"reasons":[341],"providing":[342],"quality":[343,519,564],"customer":[347,434,502,524,560],"friendly":[348],"increasing":[352],"importance":[354,558],"countries":[356,442],"diverse":[358],"Norway":[360],"(Ostergren,":[361],"2006),":[362],"South":[363,371],"Korea":[364],"(Choi,":[365],"Lee,":[366,369],"Kirn,":[367],"2005),":[370],"Africa":[372],"(Boshoff":[373],"Gray,":[375],"2004),":[376],"(Fottler,":[381],"Dickson,":[382],"Ford,":[383],"Bradley,":[384],"Johnson,":[386],"2006).":[387],"Service":[388],"measured":[393],"via":[394],"samples":[395],"during":[396],"past":[398],"two":[399],"decades,":[400],"although":[401],"concerted":[403],"effort":[404],"understand":[406],"not":[415],"forthcoming":[417],"(Fottler":[418],"et":[419],"al.":[420],"2006;":[421],"O'Connor":[422],"Shewchuk,":[424],"1995).":[425],"seeks":[428],"our":[431],"understanding":[432],"service,":[435],"goal":[438,468],"orientation":[439],"across":[440],"multiple":[441],"cultures.":[444],"Specifically,":[445],"current":[448],"paper":[449],"examine":[451],"three":[460],"types":[461],"performance-customer":[464],"performancein":[472],"entrepreneurial":[473],"States.":[489],"Conclusions":[490],"directions":[492],"future":[494],"are":[496],"also":[497],"outlined.":[498],"Health":[499],"over":[505],"35":[506],"years":[507],"J.":[508],"D.":[509],"Power":[510],"Associates":[512],"have":[513],"studied":[514],"product":[516],"-":[520,526],"satisfaction":[525],"myriad":[529],"industries":[531,550],"insurance":[533],"agencies":[534],"telecommunications":[536],"automobile":[539],"manufacturers.":[540],"In":[541],"2003":[542],"added":[544],"hospitals":[545],"list":[548],"covered":[551],"field":[569],"(Simmons,":[570],"2003).":[571],"\u2026":[572]},"counts_by_year":[{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":3}],"updated_date":"2026-09-26T08:19:03.415552","created_date":"2016-06-24T00:00:00"}