... customers. © MCB UP Limited 2003 Customer orientation Organizational learning Strategic planning Core competences Customer satisfaction Service quality The increasingly dynamic nature of competition has made the improvement of organizational learning and the development of more...

...‐focus is therefore a mix of technical and human capabilities. A number of managerial implications follow from these challenges. First, to make organisations more customer oriented, structural changes are needed. Second, organisational accounting, information and reward systems must be changed...