A value-based perspective of market orientation and customer service |
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| Authors: | Shu-Ching Chen Pascale G Quester |
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| Institution: | 1. Center for Human Genetics Research, Vanderbilt University, Nashville, TN;2. Department of Anesthesiology, Vanderbilt University, Nashville, TN;3. Division of Clinical Pharmacology, Departments of Medicine and Pharmacology, Vanderbilt University, Nashville, TN;4. Department of Molecular Physiology and Biophysics, Vanderbilt University, Nashville, TN;5. Institute of Clinical Pharmacology and Toxicology, Sheba Medical Center, Tel Hashomer, Israel;6. Sackler Faculty of Medicine, Tel Aviv University, Tel Aviv, Israel;1. College of International Management, Ritsumeikan Asia Pacific University, 1-1 Jumonjibaru, Beppu, Oita 874-8577, Japan;2. Business School, The University of Adelaide, 10 Pulteney Street, Adelaide, SA 5005, Australia |
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| 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. |
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