...Nour Osama Morsy Mohamed; Jan Hendrik Schumann Purpose Customer orientation (CO) theory has developed largely within a firm-centric frame, leaving open how it is enacted and coordinated across independent actors in multi-sided platforms (MSPs). This study develops and empirically specifies two...

... following the integration. These highlight the analysis of integration based on business models and customer orientation in relation to servitisation. Originality/value This paper contributes to research on servitisation by emphasising acquisitions as a mode of servitisation and conceptualising three...

...David Leiño Calleja; Jeroen Schepers; Edwin J. Nijssen Against this backdrop, the aim of this research is threefold: (1) to examine the impact of FLRs on customers' perceptions of the customer orientation of the agent, (2) to uncover its underlying mechanisms, and (3) to research how managers...

...Professor Bo Edvardsson and Professor Anders Gustafsson; Line Lervik Olsen; Lars Witell; Anders Gustafsson Purpose – The purpose of this paper is to contribute to the literature on customer orientation by developing and empirically testing a model that attempts to explain the elements...

...Nwamaka A. Anaza; Brian Rutherford Purpose The purpose of this paper is to examine the impact of organizational and employee‐customer identification on job engagement. The paper also aims to explore the role of customer orientation in the model as a consequence of identification, in addition...

...Bas Hillebrand; Ron G.M. Kemp; Edwin J. Nijssen Purpose The aim of this paper is to investigate the differential effect of customer orientation and future market focus on organization inertia and firm innovativeness of small and medium‐sized enterprises (SMEs) in the business‐to‐business service...

...Min‐Hsin Huang Purpose To compare the selling orientation (SO) versus customer orientation (CO) selling behavior of a service employee and examine the impacts of SO versus CO behavior on customer relationship quality and retention in financial services selling. Specifically, this research...

... contribution by proposing strategies critical for a successful outcome. © Emerald Group Publishing Limited 2008 Customer orientation Customer relations Product development Service levels For companies using adaptive strategies when implementing co‐creation, there is likely to be much to gain...

... the contribution of central HRM functions in increasing the customer orientation of employees and companies, reducing role conflicts and role ambiguity, and creating added value for customers. The aspects described here have the potential to contribute to a more sophisticated understanding of HRM and to increase...

...Irene Gil Saura; Gloria Berenguer Contrí; Amparo Cervera Taulet; Beatriz Moliner Velázquez Purpose The present study attempts to contribute to the knowledge of how customer orientation (CO), service orientation (SO) and job satisfaction (JS) are defined and relate to each other. It explores...

... of service provision. © Emerald Group Publishing Limited 2005 Customer satisfaction Services Customer orientation Transport services sector Passenger transport For decades researchers in service management have perceived service as being something different from products. The dynamic...

...Thorsten Hennig‐Thurau With the performance of service personnel often constituting a major element of a service per se, the customer orientation of service personnel is often regarded as a main determinant of service firms' success. Drawing on a deductively derived four‐dimensional...

... management accountants, branch managers and frontline employees in Danish financial service companies, this article investigates barriers to the implementation of customer‐oriented management accounting. The article documents how financial institutions are increasingly integrating management accounting...

...Kerry Daniel; David N. Darby The importance of customer orientation has been widely discussed although few studies have specifically measured this construct. Describes a study that compares the service providers’ self‐perception of customer orientation with customer perceptions of this dimension...

...Bernd Stauss The ultimate goal of total quality programmes is customer satisfaction. In order to reach that goal, TQM applies the customer orientation maxim internally, assuming that it can be applied without problems to internal services, too. Analyses the justification for this assumption. Argues...

... Alliances Competitive strategy Customer orientation Flexibility Global marketing Network organizations Organizational restructuring Relationship marketing Service industries Rapidly changing markets, a complex array of technologies, shortages of skills and resources, and more demanding...

... 1994 Competition Cross‐functional integration Customer orientation Human resource management Organizational theory Profitability Scientific management Service quality Services marketing Service management is not a well‐delineated concept. It is, however, used more and more...