Purpose – The notion of achieving competitive advantage using a strategic customer service orientation (SCSO) has received increased research attention. The purpose of this paper is to examine the concept of SCSO in the context of rapidly changing competitive market environments. An...

Investigates the relationships between organizational adoption and extent of use of two kinds of programs. Specifically, contends that organizations may vary considerably in QM maturity. Argues that QM maturity organizations will be characterized by perceptions that the culture is different in...

In essence it seems quite simple: look after your customers and they will look after your business. But as with all such management theories, customer relationship management (CRM) is hard to do – properly. One recent survey found that 70 percent of companies that had implemented CRM have...

This study examined the customer orientation ‐ performance link in small‐ and medium‐sized businesses and tested for the possible effects of innovation orientation, market dynamism and competitive intensity on the degree of customer orientation among these firms. Specific performance...

Few companies focus on the key issues of customer satisfaction and loyalty and a large proportion measure for measurement’s sake. By moving away from traditional methods of measurement to verbal representations of service, from unacceptable through to ideal, and by trading‐off changes in one...

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 orientations. Argues that this type of method...

Considers the impact of multi‐faceted measures of job satisfaction on customer‐oriented behaviours demonstrated by service providers. Reveals how overall job satisfaction, together with specific satisfaction related to supervision, colleagues, promotion and work are positively related to...