Article navigation
Volume 12, Issue 5
1 May 1991
Journal of Business Strategy Cover Image for Volume 12, Issue 5
Review Article| May 01 1991

Why Customer Focus Strategies Often Fail

Richard C. Whiteley
Vice‐Chairman of The Forum Corporation, an international consulting, training, and research firm based in Boston
Search for other works by this author on:
This Site
PubMed
Google Scholar
Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 2052-1197
Print ISSN: 0275-6668
© MCB UP Limited
1991
Journal of Business Strategy (1991) 12 (5): 34–37.
https://doi.org/10.1108/eb039441

The author details nine pitfalls that sabotage efforts to execute a quality improvement strategy and insists that management must take a more active role in promoting the importance of customer‐focused quality.

This content is only available via PDF.
© MCB UP Limited
1991
You do not currently have access to this content.
Don't already have an account? Register

Purchased this content as a guest? Enter your email address to restore access.

Pay-Per-View Access
$41.00
Rental
This article is also available for rental through DeepDyve. Read this now at DeepDyve
367 Views
7 Crossref

New and popular articles

Corrigendum: Innovation ambidexterity and ESG disclosure coherence: the roles of governance and coordination costs
Artificial intelligence and sustainable development: mapping the knowledge structure
Corporate social responsibility and consumer motivations: a means-end chain analysis
Do interlocking directors foster innovation? A resource dependence view

Suggested Reading

Knowledge sabotage as an extreme form of counterproductive knowledge behavior: the perspective of the target
Journal of Knowledge Management (March,2020)
Sleepless after sabotage: the hidden costs of coping with customer incivility
International Journal of Contemporary Hospitality Management (November,2025)
Workplace ostracism and frontline LGBTQ+ service employees: tracing the emotional and resource pathways to service sabotage
Journal of Services Marketing (November,2025)
Workplace sabotage: its styles, motives and management
Journal of Management Development (September,1995)
Dear top management, please don’t make me a cynic: intention to sabotage
Journal of Management Development (November,2016)

Related Chapters

The Dark Side of Organisations, Toxic Cultures and How Dark Triad Personalities Contribute
The Dark Triad: Psychopaths, Narcissists and Machiavellians in the Workplace
Troubled regions and failing states: Introduction
Troubled Regions and Failing States: The Clustering and Contagion of Armed Conflicts
Even More Misbehavior: What Has Happened in the Last Twenty Years?
Rethinking Misbehavior and Resistance in Organizations

Recommended for you

These recommendations are informed by your reading behaviors and indicated interests.

Cited By

Google Scholar
CrossRef (7)
This Feature Is Available To Subscribers Only

or Create an Account

Close Modal
Close Modal