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Keywords: Customer orientation
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Journal Articles
Relating the strategic role of marketing orientation in organizational TQM performance
Available to Purchase
Benchmarking: An International Journal 1–25.
Published: 08 December 2025
...Rohit Raj; Vimal Kumar Purpose This study aims to examine how organizational total quality management performance (OTQMP) in manufacturing organizations is affected by three primary marketing orientation (MO) indicators, namely customer orientation (CUO), competitor orientation (CO) and inter...
Journal Articles
Linking absorptive capacity with innovation performance of artisan entrepreneurs: examining mediating role of strategic orientation
Available to Purchase
Benchmarking: An International Journal (2025) 32 (7): 2602–2635.
Published: 05 September 2024
... Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Artisan entrepreneurship Tourism Innovation performance Technological orientation Customer orientation Absorptive capacity Artisan entrepreneurship is gaining attention in the literature on entrepreneurship...
Journal Articles
Do customer centricity and innovativeness mediate the relationship between total quality management and the corporate success of SaaS companies?
Available to Purchase
Benchmarking: An International Journal (2024) 31 (3): 903–919.
Published: 03 April 2023
...Ajitabh Dash Purpose This research explores the mediating role of a firm's innovativeness and customer orientation on the relationship between commercial success and total quality management (TQM) in the Indian SaaS (Software-as-a-Service) sector. Design/methodology/approach The hypotheses...
Journal Articles
A framework for measuring customer loyalty for 3PL industry: a case of evolving market
Available to PurchaseWaqar Ahmed, Arsalan Najmi, Simonov Kusi-Sarpong, Sharfuddin Ahmed Khan, Asad Khushal, Joseph Quartey
Benchmarking: An International Journal (2021) 28 (6): 2023–2046.
Published: 15 January 2021
...–SEM) was deployed for analysis. Findings The results showed that service quality has a significant positive impact on customer orientation, customer satisfaction and relationship quality. On the other hand, customer orientation has been observed to positively impact customer satisfaction...
Journal Articles
How customer orientation enhances salespeople’s performance? A case study from an international market
Available to Purchase
Benchmarking: An International Journal (2018) 25 (7): 2460–2477.
Published: 01 October 2018
...Amjad Abu ELSamen; Mamoun N. Akroush Purpose The purpose of this paper is to examine the mediating role of salespeople’s customer orientation on the relationship between sales manager personal characteristics, fellow salespeople’s characteristics, job satisfaction and adaptive selling...
Journal Articles
Manufacturing best practices: observations from study tours to Japan, South Korea, Singapore and Taiwan
Available to Purchase
Benchmarking for Quality Management & Technology (1995) 2 (4): 4–14.
Published: 01 December 1995
... Customer orientation Employee development Japan Manufacturing industry Singapore South Korea Strategic management Taiwan Study tours are becoming an important means of learning about“World Best Practices” in manufacturing. Various overseas study tours have been conducted by industry...
Journal Articles
Measuring the Quality of Services: The Use of Internal Climate
Available to Purchase
Benchmarking for Quality Management & Technology (1994) 1 (3): 39–51.
Published: 01 December 1994
... provided insight for top managers of both public agencies to facilitate their total quality management processes. © MCB UP Limited 1994 Customer orientation Employee attitudes Health care Industrial relations Management attitudes Organizational philosophy Service quality TQM...
