 Customer orientation as corporate culture for improving customer satisfaction: evidence from the local authority sectorDaniella Maria Ryding International Journal of Business and Globalisation, 2010, vol. 5, issue 3, 248-259 Abstract: Customer orientation is recognised as one of the most important elements within any business management strategy. Understanding customers and providing exceptional value and satisfaction, even to the point of exceeding expectations, are crucial and the public sector is no exception to this rule. The aims of this paper are: 1) to critically examine the relationship between corporate culture and customer orientation as a means of providing consumer satisfaction and loyalty; 2) to establish how this relationship works within a local authority context compared to private organisations; 3) to establish the importance of this relationship for public service success and outline any key barriers for being customer orientated within this sector. The methodology outlines the qualitative research methods utilised for gathering data. This research is designed as a pilot study to inform future research on a larger scale. Keywords: customer satisfaction; customer orientation; corporate culture; customer loyalty; local authorities; local government; strategic management; customer expectations; value; consumers; private sector; public service; barriers; UK; United Kingdom; England; organisational culture. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbglo:v:5:y:2010:i:3:p:248-259 Access Statistics for this article More articles in International Journal of Business and Globalisation from Inderscience Enterprises Ltd |
Is your work missing from RePEc? Here is how to contribute.
Questions or problems? Check the EconPapers FAQ or send mail to .
EconPapers is hosted by the
School of Business at Örebro University.