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https://hdl.handle.net/2440/56503
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DC Field | Value | Language |
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dc.contributor.author | Chen, S. | - |
dc.contributor.author | Quester, P. | - |
dc.date.issued | 2009 | - |
dc.identifier.citation | Journal of Retailing and Consumer Services, 2009; 16(3):197-206 | - |
dc.identifier.issn | 0969-6989 | - |
dc.identifier.issn | 1873-1384 | - |
dc.identifier.uri | http://hdl.handle.net/2440/56503 | - |
dc.description | Copyright © 2008 Elsevier Ltd All rights reserved. | - |
dc.description.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. © 2008 Elsevier Ltd. All rights reserved. | - |
dc.description.statementofresponsibility | Shu-Ching Chen and Pascale G. Quester | - |
dc.language.iso | en | - |
dc.publisher | Pergamon | - |
dc.source.uri | http://dx.doi.org/10.1016/j.jretconser.2008.11.015 | - |
dc.subject | Market orientation | - |
dc.subject | Customer value | - |
dc.subject | Customer service | - |
dc.title | A value-based perspective of market orientation and customer service | - |
dc.type | Journal article | - |
dc.identifier.doi | 10.1016/j.jretconser.2008.11.015 | - |
pubs.publication-status | Published | - |
dc.identifier.orcid | Quester, P. [0000-0001-6872-6973] | - |
Appears in Collections: | Aurora harvest Business School publications |
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