...Michel Tremblay; Xavier Parent-Rocheleau Purpose Drawing on the need–supply fit perspective, this study aims to examine how (mis)alignment between customer orientation (CO) and the service climate (SC) influences the affective organizational commitment and indirectly impacts employees’ customer...

...Yeyi Liu; Tobias Johannes Hubert Mayerhofer; André Marchand; Thomas Foscht; Martin Paul Fritze; Andreas Benedikt Eisingerich Purpose This study aims to explore the extent to which customer orientation and creative benefits offered by a firm may weaken rather than strengthen customer engagement...

... types within crowdsourcing. Second, it conceptualizes crowdsourcing announcements as signals of customer orientation and empirically tests the differential effects of the two most common crowdsourcing task types (product- and communication-related) on customer orientation perceptions. Third...

...Concepción Varela-Neira; Filipe Coelho; Zaira Camoiras-Rodríguez Purpose This paper aims to examine the relationship between the interaction of the social media manager’s customer orientation and the service climate perceived by supervisors, on the customer’s perception of brand authenticity...

... analysis of CEOs’ letters to shareholders. CEO power was measured using CEO stock ownership and CEO duality. CEO overconfidence was measured by using options-based measure. Customer orientation was measured by using content analyses on annual reports. CEO equity-pay based ratio was measured as sum of value...

... and price that are deemed fair. The technical skills of pirates are high, and they can resort to piracy whenever they feel rights holders are not customer-oriented. Originality/value To the best of the authors’ knowledge, this is the first application of BHR theory to the digital piracy arena...

...Omar S. Itani; Larry Chonko; Raj Agnihotri Purpose The purpose of this study is to examine the role of salesperson moral identity centrality in value co-creation. This study identified and tested an extended identity-based formation process of selling orientation, customer orientation and value co...

...Zhiyong Yang; Fernando Jaramillo; Yonghong Liu; Weiling Ye; Rong Huang Purpose The purpose of this paper is twofold: first, to examine a customer orientation mechanism through which abusive supervision influences retail salespeople’s job performance; and second, to investigate how abusive...

... 2017 20 06 2017 28 06 2017 © Emerald Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only Innovation Market orientation Innovation capability New product development Entrepreneurialism Customer orientation Proactive entrepreneurial behaviour...

...Subhash Jha; M.S. Balaji; Ugur Yavas; Emin Babakus Purpose Using the basic framework of the service profit chain, this study aims to develop an integrated model that explains the relationships among role overload (RO), customer orientation (CO), service interaction quality (IQ), customer...

...Sanja Pekovic; Sylvie Rolland Purpose The purpose of this study is to develop a better theoretical and empirical understanding of the causal and contextual mechanisms explaining the relationship between customer orientation and business performance. Design/methodology/approach A three-stage...

... resources (having a mentor and availability of expressive emotional network resources) on employees’ customer orientation and their relationship to three dimensions of job engagement: vigor, absorption and dedication. Design/methodology/approach Using data collected from food service providers...

... and respectfulness, based on various theories related to social interaction and exchange. The justifications are as follows: China Customer orientation Services marketing Consumer satisfaction It is widely acknowledged that service quality is profoundly affected by service providers, with front-line...

...Hongwei He; Weiyue Wang; Weichun Zhu; Lloyd Harris Purpose – This paper aims to advance the literature by testing the boundary of this relationship with reference to a key construct in employee performance in the service domain: employee customer orientation. Organizational identification refers...

... orientation theory. Design/methodology/approach – The current study uses the goal orientation theory to examine the performance of 158 salespeople based on new electronic product sales. Organizational psychological climate perceptions (i.e. customer orientation, sales supportiveness and sales...

... Service failures Service recovery Economic and social recovery Public and private recovery Service delivery Customer orientation Service recovery has been a topic of great interest for marketing researchers and practitioners for decades. Previous research has identified that an effective...

... values, of organizational commitment and customer orientation. Moreover, it also aims to investigate the moderating effects of commitment and customer orientation on the relationship between personal values and employee creativity. Design/methodology/approach The conceptual model was tested...

... effect on customer involvement. © Emerald Group Publishing Limited 2011 Product development Strategic marketing International business Norway Customer orientation Relationship marketing The linkage between new product development and inter‐firm relationships has received...

... effectiveness. Design/methodology/approach Starting from a review of literature, the model incorporates two classes of salespeople's relational behaviours, namely customer‐oriented selling (COS) and adaptive selling (AS), two classes of managerial antecedents (i.e. relationship selling strategy and LMX...

...Hans Eibe Sørensen Purpose This paper aims to investigate whether it is meaningful to decompose market orientation into customer orientation and competitor orientation, and what possible implications this decomposition may have for researchers and business practitioners. Design/methodology...