A value-based perspective of market orientation and customer service

Shu-Ching Chen and Pascale G. Quester

Journal of Retailing and Consumer Services, 2009, vol. 16, issue 3, 197-206

Abstract: This study aimed to build a model of business performance based on customer value-defined market orientation. In the context of a service retail industry, both firms’ and customers’ perspectives were involved in the development of the construct, using such dimensions as management support, employee efforts and customer satisfaction. The authors undertook a large-scale fieldwork to collect matched response data from firms and consumers and to test the proposed model. The results provide empirical evidence of the effects of a customer value-based market orientation on business performance, measured in terms of customer retention. In addition, this study identified three drivers of employees’ effort to implement market orientation from a value perspective.

Keywords: Market orientation; Customer value; Customer service (search for similar items in EconPapers)
Date: 2009
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Citations: View citations in EconPapers (8)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:16:y:2009:i:3:p:197-206

DOI: 10.1016/j.jretconser.2008.11.015

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