 Paradigm Shifters in RetailingJay Kandampully ()
Chapter Chapter 16 in Service Management, 2012, pp 285-306 from Springer Abstract: Abstract In this global market of intense competition, some retail firms consistently stand out as market leaders. These firms have achieved success in spite of the intense competition; they appear to have assumed a different and more compelling strategic orientation – the “service.” This conceptual but organization-wide orientation to “service” has helped them to orchestrate and focus on the “customer” from a fundamentally different perspective than that of their competition. We call these firms “paradigm shifters,” – firms that operate within a different paradigm of thinking. These paradigm shifters appear to perceive their “service concept” as their “north star,” the guiding principle that drives all strategies, principles, and directions. The unique advantage gained in the market by these paradigm shifters is the effect of a meticulous and consistent focus on the “customer” – the ability to “think for the customer” – and therefore the focus on exemplary service. Keywords: Customer Satisfaction; Paradigm Shifter; Customer Service; Customer Loyalty; Service Concept (search for similar items in EconPapers) There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it. Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-1-4614-1554-1_16 Ordering information: This item can be ordered from DOI: 10.1007/978-1-4614-1554-1_16 Access Statistics for this chapter More chapters in Springer Books from Springer |
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