The influence of service orientation and interaction orientation on consumer identification

Wei Tung, Austin Rong-Da Liang and Su-Chang Chen

The Service Industries Journal, 2014, vol. 34, issue 5, 439-454

Abstract: A service orientation aims to provide professional and comprehensive service items to consumers in a sale or a non-sale situation, while an interaction orientation has the goal of creating good interaction ability with individual customers in order to maintain long-term, profitable customer relationships, and in the process obtaining valuable information about individual customers. These orientations build customer-centric operations and develop competitive advantages, thus enhancing firm performance and customer value. The main purpose of this study was to examine the relative and collective contributions of different strategic orientations on a firm's performance, with a focus on consumer-company identification. The structural equation model results indicate that (1) both service orientation and interaction orientation positively influence consumer-company identification and (2) interaction orientation results in higher perceived consumer identification.

Date: 2014
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DOI: 10.1080/02642069.2014.871533

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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