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https://hdl.handle.net/2440/56503
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Type: | Journal article |
Title: | A value-based perspective of market orientation and customer service |
Author: | Chen, S. Quester, P. |
Citation: | Journal of Retailing and Consumer Services, 2009; 16(3):197-206 |
Publisher: | Pergamon |
Issue Date: | 2009 |
ISSN: | 0969-6989 1873-1384 |
Statement of Responsibility: | Shu-Ching Chen and Pascale G. Quester |
Abstract: | This study aimed to build a model of business performance based on customer value-defined market orientation. In the context of a service retail industry, both firms' and customers' perspectives were involved in the development of the construct, using such dimensions as management support, employee efforts and customer satisfaction. The authors undertook a large-scale fieldwork to collect matched response data from firms and consumers and to test the proposed model. The results provide empirical evidence of the effects of a customer value-based market orientation on business performance, measured in terms of customer retention. In addition, this study identified three drivers of employees' effort to implement market orientation from a value perspective. © 2008 Elsevier Ltd. All rights reserved. |
Keywords: | Market orientation Customer value Customer service |
Description: | Copyright © 2008 Elsevier Ltd All rights reserved. |
DOI: | 10.1016/j.jretconser.2008.11.015 |
Published version: | http://dx.doi.org/10.1016/j.jretconser.2008.11.015 |
Appears in Collections: | Aurora harvest Business School publications |
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