... synthesis of employee orientation (EO) and customer orientation (CO) influences the long-term market performance and survivability of firms, particularly in the context of emerging markets. Design/methodology/approach A panel dataset of the top 500 firms listed on the National Stock Exchange of India...

...Javier Morales Mediano; José L. Ruiz-Alba Purpose The purpose of this paper is to investigate the antecedents, importance, and consequences of the customer orientation of service employees (COSE) in highly relational services (HRS). This study challenges the traditional vision of COSE and its sole...

...Vaibhav Chawla; Sridhar Guda Purpose The purpose of this paper is to use the perspective of ego to investigate the spirituality of a salesperson and its influence on customer orientation and adaptive selling behavior. Meaningful work is proposed as a mediator. Design/methodology/approach Cross...

... favor customers return to salespeople in exchange for the benefits customers derive from the entrepreneurial activities of salespeople as per the social exchange view. Innovation Entrepreneurship Risk Customer orientation Even though much contribution has been made in identifying...

...Ramendra Singh; Abraham Koshy Purpose The purpose of this article is to provide a new conceptualization of a salesperson's customer orientation, as a multi‐dimensional construct. The authors aim to base their new conceptualization on extensive evidence from literature review, and synthesis...

...Michel Rod; Nicholas J. Ashill Purpose This paper seeks to examine the role of customer orientation in a model of affective and behavioural job outcomes grounded in Bagozzi's reformulation of attitude theory in the new public management context of a former public sector government department...

..., the exploitation of marketing information is seen to lead to organisational learning and, finally, to enhanced performance of the firm (Low and Mohr, 2001). © Emerald Group Publishing Limited 2010 Small to medium‐sized enterprises Marketing strategy Customer relations Customer orientation Finland...

... strategy, order online/pick up in store, order in‐store, and get product delivered home). © Emerald Group Publishing Limited 2010 Shopping Internet shopping Customer orientation Consumer behaviour United States of America Since cross‐channel retailers allow cross‐channel...

... of town stores Customer orientation Department stores New Zealand G.S. Shergill can be contacted at: g.s.shergill@massey.ac.nz © Emerald Group Publishing Limited 2008 Before any further discussion of the topic it is necessary to introduce the types of retail stores visited...

... marketing Customer orientation Information Marketing intelligence Marketing planning If a customer's stay time in a tier is longer than a give substantial period of time, it is considered very unlikely that this customer will move down, and the description “certain customer” is applied to the next...

... if the deletion resulted in an increased coefficient α. After the item was deleted, the process was repeated until a final scale was determined with an α coefficient that exceeded 0.70. As a result, five items were removed (Appendix). Internet Electronic commerce Worldwide web Customer...

...Mahmood M. Hajjat © Emerald Group Publishing Limited 2002 Customer orientation Factor analysis Customer satisfaction Middle East The notion that creating and retaining a satisfied customer should be the primary purpose of business is central to strategic marketing thinking...

..., this means that the car industry in Europe is a “push” system. The consequence of this is that there is a great deal of waste in the system with accompanying unnecessary costs. Once again dealer, profitability and customer satisfaction are adversely affected. © MCB UP Limited 2000 Customer...

...). For example, Haskett et al. (1990) observe that the lifetime revenue stream from a loyal pizza customer can be approximately $8,000, and that from a Cadillac customer may be as high as $332,000. © MCB UP Limited 1999 Relationship marketing Marketing management Customer orientation...

... partnering in construction for relationship marketing. © MCB UP Limited 1999 Construction industry Customer orientation Partnering Relationship marketing 1 compare and contrast relationship marketing with the partnering concept in the construction industry; and 2 draw lessons...

...Claire Gillis; Leyland Pitt; Matthew J. Robson; Pierre Berthon The “Sales Orientation‐Customer Orientation (SOCO)” scale, is a popular and insightful measure used for determining the degree to which salespeople have a long‐term‐oriented, customer‐focused selling approach. Endeavours to investigate...

... consistent service quality. © MCB UP Limited 1997 Customer orientation Implementation Intangibility Marketing Service industries Service quality To improve the implementation of quality in services marketing it is important to ensure that all initial planning and creation of new...

... customers and authors. And the relationship developed with customers provides the foundation for the company′s emerging strategies for customer‐led product design in electronic publishing. BPR Customer orientation Customer profiling Database marketing Electronic publishing Market intelligence MCB...