...Isabel Kittyma Disse; Hürrem Becker-Özcamlica Purpose Numerous service organizations involve employees in strengthening customer relationships. While the literature has emphasized the importance of a sustainable market orientation (SMO) for an organization’s image, it has not explored how...

...Tyler R. Morgan; Adam Rapp; R. Glenn Richey, Jr.; Alexander E. Ellinger Purpose – The purpose of this research is to explore how firm market orientation, as a culture, affects the service climate that develops in the firm. Design/methodology/approach – Empirical testing is performed...

... impact in the context of the Indian banking industry. Design/methodology/approach – The behavioral dimensions of the construct are confirmed in a manner consistent with established market orientation (external) construct. The paper validates scale pertaining to the wants and needs of bank employees...

...Aron O'Cass; Aron O'Cass; Liem Viet Ngo Purpose The goal of this paper is to investigate how market sensing (market orientation) and customer linking capabilities (service branding and customer empowerment capabilities) enable firms to achieve superiority in customer satisfaction. Design...

...Francine K. Schlosser; Rod B. McNaughton Purpose Extant studies of the market orientation of service firms rarely consider the contribution of individual employees to the realization of this orientation. Existing scales that measure market orientation reveal the perceptions of a key informant...

...Spiros Gounaris Purpose The purpose of this paper is to examine the impact of Internal Market Orientation (IMO) on the application of internal marketing practices and employee job satisfaction. Design/methodology/approach Data were secured through personal interviews with hotel managers...

...Shu‐Ching Chen; Pascale G. Quester Purpose This study developed a model of customer store loyalty for retail service based on a value‐based market orientation practice, staff performance and customer satisfaction. Design/methodology/approach A comprehensive qualitative study was undertaken...

...Rajshekhar (Raj) G. Javalgi; Thomas W. Whipple; Amit K. Ghosh; Robert B. Young Purpose This article proposes investigating implications for service providers who adopt a market orientation. It hopes to extend current thinking by integrating market orientation and market‐focused strategic...

...Sonny Nwankwo; Nana Owusu‐Frimpong; Frances Ekwulugo Market orientation is widely held as a credo for organisational success. Essentially, this means that organisations that are market oriented tend to perform better than those that are not. As a result of this logic (i.e. market orientation...

...Sanjeev Agarwal; M. Krishna Erramilli; Chekitan S. Dev There is wide acceptance of the precept that market orientation is associated with superior firm performance. However, empirical support for the proposition in prior literature is weak. This study examines the relationship between market...

...Brendan J. Gray; Sheelagh Matear; Philip K. Matheson Although there are a growing number of studies which have investigated links between market orientation and performance in service firms, there has been limited research which compares the market orientations of goods and service firms...

...Birgit Leisen; Bryan Lilly; Robert D. Winsor Recent research illuminates the important contribution of organizational culture and market orientation to organizational effectiveness. In an attempt to increase the conceptual and empirical body of knowledge, explores the links between organizational...

... observed between genders and age groups, suggesting that service recovery processes should be more closely tailored to the demographic characteristics of customers. © MCB UP Limited 2000 Services marketing Consumer behaviour Service levels Repeat buying Market orientation Service...

... are relevant to the implementation of marketing strategies were used for this study. These three cultural values were adapted from Norburn et al.’s (1990) study and listed below: Market orientation Services marketing Service levels Corporate culture A number of papers have been written...

...Tung‐Zong Chang; Rajiv Mehta; Su‐Jane Chen; Pia Polsa; Jolanta Mazur Explores the effect of market orientation on operating effectiveness and cost efficiency using data drawn from automotive distribution channels in Finland and Poland. The results indicate that market orientation is positively...

...Lloyd C. Harris; Nigel F. Piercy Marketing writing has long argued the value to services companies of developing “market orientation”. However, the existence of organizational barriers to the development of market orientation in services businesses has been neglected. The findings of research...

...Tung‐Zong Chang; Su‐Jane Chen The authors explore the relationships among market orientation, service quality and business profitability. Based on an empirical study of Taiwan’s security brokerage service industry, the research results show that there are positive associations among the three...

... teams (TMTs) of service businesses have accorded all three aspects of market orientation (customer‐orientation, competitive orientation, and interfunctional co‐ordination) as much importance as have their colleagues in manufacturing. Using data obtained from a diverse set of service industries, e.g. law...

... of the types of services being offered. Figure 1 provides a profile of one such franchisor. Adaptability Competitive advantage Customer service Franchising Market orientation Services marketing Strategy USA Franchising represents a form of strategic alliance (between a franchisor...

...Daniel C. Smith; Jonlee Andrews; Timothy R. Blevins Considers the importance of implementing a market orientation,highlighting the difficulty in focusing on competitors rather than customers. Offers an approach to competitive analysis taking into account the validity of both competitor and customer...