Towards customer-induced service orchestration - requirements for the next step of customer orientation
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DOI: 10.1007/s12525-019-00340-3
Abstract: This position paper acknowledges that customer orientation is a key requirement for companies to be competitive in the marketplace. Customer orientation has led to concepts, such as personalization, one-to-one-marketing, mass customization and co-creation, which all… read more here.
Keywords: induced service; customer induced; customer orientation; customer ... See more keywords
Effects of employees’ social exchange and the mediating role of customer orientation in the restaurant industry
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DOI: 10.1016/j.ijhm.2020.102577
Abstract: Abstract This study aims to investigate the consequences of customer-employee exchage at work based on the social exchange theory. Moreover, it is to understand how the social exchange leads to employees’ prosocial service behaviors by… read more here.
Keywords: social exchange; customer orientation; role; customer ... See more keywords
Value and alliance capability and the formation of strategic alliances in SMEs: The impact of customer orientation and resource optimisation
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DOI: 10.1016/j.jbusres.2018.02.020
Abstract: Strategic alliances offer significant opportunities to organisations, including the ability to expand their capabilities and to optimize value. In exploring the question of whether firms with differing value expectations choose to enter strategic alliances with… read more here.
Keywords: alliance; value alliance; orientation resource; value ... See more keywords
Employees’ customer orientation and customer satisfaction in the public utility sector
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DOI: 10.1108/ajems-10-2018-0314
Abstract: The purpose of this paper is to ascertain how perceived service quality mediates employees’ customer orientation and customer satisfaction in the public utility sector.,The study focused on the commercial customers (small and medium-scale enterprises– (SMEs))… read more here.
Keywords: customer orientation; customer; satisfaction; employees customer ... See more keywords
The Impact of Customer Orientation on Quantity and Quality of User-Generated Content: A Multi-Country Case Study of Mobile Applications
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DOI: 10.1108/apjml-03-2018-0118
Abstract: This study examines preceding factors of user innovation behavior using a case of smartphone applications to examine indirect and direct effects of consumer attitude on user innovation. Specifically, this study focuses on two aspects of… read more here.
Keywords: customer orientation; quality user; innovation; user innovation ... See more keywords
How customer orientation leads to customer satisfaction
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DOI: 10.1108/ijbm-10-2017-0222
Abstract: PurposeFinancial service workers’ etiquette and creativity have been less mentioned in the research on bank marketing. The purpose of this paper is to examine the mediating effects of financial service workers’ etiquette and creativity on… read more here.
Keywords: customer; customer orientation; service workers; customer satisfaction ... See more keywords
The moderation effect of customer orientation variable on the influence of professional competence toward the quality of strategy implementation
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DOI: 10.1108/ijlma-10-2017-0247
Abstract: Purpose This paper aims to investigate the moderation effect of customer orientation variable on the influence of professional competence toward the quality of strategy implementation. Design/methodology/approach This research is quantitative explanative associative, which is trying… read more here.
Keywords: professional competence; research; customer orientation; orientation ... See more keywords
The impact of customer orientation on new product development performance: The role of top management support
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DOI: 10.1108/ijppm-08-2016-0166
Abstract: Purpose The purpose of this paper is to empirically examine the underlying impacts of customer orientation on new product development (NPD) performance. Further, this study investigates the moderating effect of top management support (TMS) on… read more here.
Keywords: customer; management; performance; customer orientation ... See more keywords
Customer Orientation and Performance of Women‐Owned Businesses: A Configurational Approach
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DOI: 10.1111/jsbm.12468
Abstract: The present research aims to improve the current understanding of the relationship between customer orientation and performance of women‐owned businesses. This study proposed that risk‐taking and financial capital are vital moderating factors of this relationship.… read more here.
Keywords: women owned; owned businesses; customer; performance women ... See more keywords
EFFECTS OF CUSTOMER KNOWLEDGE MANAGEMENT AND CUSTOMER ORIENTATION ON INNOVATION CAPACITY AND MARKETING RESULTS IN SMEs: THE MEDIATING ROLE OF INNOVATION ORIENTATION
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DOI: 10.1142/s136391961850055x
Abstract: Managing customer knowledge is a key of source for SMEs. The principal aim of this paper is to provide empirical evidence on the direct effects of two specific strategic resources: customer orientation and customer knowledge… read more here.
Keywords: orientation; innovation capacity; customer; customer knowledge ... See more keywords
Customer Orientation and Financial Performance: Women in Top Management Teams Matter!
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DOI: 10.1177/00222429221120419
Abstract: Using a longitudinal analysis of publicly traded Fortune 500 firms, the authors find support for their hypotheses that a relative increase in female influence in the top management team (FITMT) is positively associated with (1)… read more here.
Keywords: top management; financial performance; customer; customer orientation ... See more keywords