Excellence-market orientation link: Some consequences for service firms

Journal of Business Research

Volumn 44, Issue 1, 1999, Pages 5-15

  Caruana, Albert ^a   Pitt, Leyland ^b   Berthon, Pierre ^b  

^a UNIVERSITY OF MALTA   (Malta)

^b NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0032622183     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0148-2963(97)00173-2     Document Type: Article

References (52)

1. Aupperle, K. E., Acar, W., and Booth, D. E.: An Empirical Critique of "In Search of Excellence:" How Excellent are the Excellent Companies? Journal of Management 12(4) (1986): 499-512.
2. Bagozzi, R. P.: Structural Equation Models in Experimental Research. Journal of Market Research XXIV (May 1977): 209-226.
3. Barsoux, J. L.: Corporate Excellence in the U.K.: Who Dominates the Sectors, Multinational Business. The Economist Publication 3 (Autumn 1989): 1-21.
4. Berry, L. L., and Parasuraman, A.: Marketing Services-Competing through Quality, The Free Press, New York. 1991.
5. Burrell, G., and Morgan, G.: Sociological Paradigms and Organisational Analysis, Heinemann, London. 1979.
6. Capon, N., Farley, J. U., Hulbert, J. M., and Lei, D.: In search of Excellence Ten Years Eater: Strategy and Organisation Do Matter. Management Decisions 29(4) (1991): 12-21.
7. Caruana, A., Ewing, M., and Pitt, L.: The Impact of Service Reliability on Key Performance Criteria in Service Firms. Henley Management College, Oxfordshire, UK. HWP 9410. 1994.
8. Chakravarthy, B. S.: Measuring Strategic Performance. Strategic Management Journal 7 (September-October 1986): 437-458.
9. Churchill, Jr., G. A.: A Paradigm for Developing Better Measures of Marketing Constructs. Journal of Marketing Research XVI (February 1979): 64-73.
10. Clayman, M.: In Search of Excellence: The Investors Viewpoint. Financial Analysis Journal 43(3) (May-June 1987): 54-63.
11. Deshpandé, R., Farley, J. U., and Webster, Jr., F. E. Corporate Culture, Customer Orientation and Innovativeness in Japanese Firms: A Quadrad Analysis. Journal of Marketing 57 (January 1993): 23-37.
12. Dess, G. G., and Robinson, R. B.: Measuring Organizational Performance in the Absence of Objective Measures: The Case of the Privately Held Firm and Conglomerate Business Unit. Strategic Management Journal 5 (July-September 1984): 265-273.
13. Doyle, P.: What Are the Excellent Companies? Journal of Marketing Management 8 (1992): 101-116.
14. Edvardsson, B., and Gustavsson, B.: Quality in Services and Quality in Service Organizations. A Model for Quality Assessment, in Service Quality: Multidisciplinary and Multinational Perspective, S. W. Brown, E. Gummerson, B. Edvardsson, and B. Gustavsson, eds., Lexington Books, Lexington, MA. 1990, pp. 319-339.
15. Fornell, C., and Larcker, F.: Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research 18 (February 1981): 39-50.
16. Fry, L. W., and Smith, D. A.: Congruence, Contingency and Theory Building. Academy of Management Review 14(1) (1987): 117-132.
17. Galbraith, J. R.: Organisational Design, Addison Wesley, Reading, MA. 1977.
18. Grönroos, C.: A Service Quality Model and Its Market Implications. European Journal of Marketing 18(4) (1984): 36-44.
19. Grönroos, C.: Service Management and Marketing - Managing the Moments of Truth in Service Competition, Lexington Books, Lexington, MA. 1990.
20. Grönroos, C.: The Marketing Strategy Continuum: Towards a Marketing Concept for the 1990's. Management Decisions 29(1) (1991): 7-13.
21. Hair, J. F., Anderson, R. E., Tatham, R. L, and Black, W. C.: Multivariate Data Analysis, 3rd ed., Macmillan, New York. 1992.
22. Hart, C. W. L, Heskett, J. L., and Sasser, W. E.: The Profitable Art of Service Recovery. Harvard Business Review 68(4) (July-August 1990): 148-156.
23. Hitt, M. A., and Ireland, R. D.: Peters and Waterman Revisited: The Unended Quest for Excellence. Academy of Management Executives 1 (May 1987): 91-98.
24. Houston, F. S.: The Marketing Concept: What It Is and What It Is Not. Journal of Marketing 50 (April 1986): 81-87.
25. Jaworski, B. J., and Kohli, A. K.: Marketing Orientation: Antecedents and Consequences. Journal of Marketing 57 (July 1993): 53-70.
26. Johnson, B., Natarajan, A., and Rappaport, A.: Shareholders Returns and Corporate Excellence. Journal of Business Strategy 6 (Fall 1985): 52-62.
27. Jöreskog, K. G., and Sörbom, D.: LISREL 7: A Guide to the Program and Applications, 2nd ed., SPSS Inc., Chicago. 1990.
28. Kohli, A. K., and Jaworski, B. J.: Market Orientation: The Construct, Research Propositions, and Managerial Implications. Journal of Marketing 54 (April 1990): 1-18.
29. Kotler, P.: Marketing Management - Analysis, Planning, Implementation, and Control, 7th ed., Prentice-Hall, Englewood Cliffs, New Jersey. 1991.
30. Langbert, M.: In Search of Compensation: A Comparison of Executives in Peters and Waterman's Excellent and Fortune's Least Admired Firms. Benefits Quarterly 6(2) (1990): 23.
31. McGee, L. W., and Spiro, R. L.: The Marketing Concept in Perspective. Business Horizons 31(3) (May-June 1988): 40-45.
32. McKee, D. O., Varadarajan, P. R., and Pride, W. M.: Strategic Adaptability and Firm Performance: A Market Contingency Perspective. Journal of Marketing 53 (July 1989): 21-35.
33. Mulaik, S. A., James, L. R., Alstine, J. V., Bennett, N., Lind, S., and Stilwell, C. D.: Evaluation of Goodness of Fit Indices for Structural Equation Models. Psychological Bulletin 105 (1989): 430-450.
34. Narver, J. C., Park, S. Y., and Slater, S. F.: Relative Emphasis in a Market Orientation and Its Effect on Business Profitability, AMA Summer Educators Conference Proceedings, American Marketing Association, Chicago. 1992, pp. 158-159 (abstract) and full-length paper obtained from authors.
35. Narver, J. C., and Slater, S. F.: The Effect of a Market Orientation on Business Philosophy. Journal of Marketing 54 (October 1990): 20-35.
36. Nunnally, J. C.: Psychometric Theory, McGraw Hill, New York, 2nd ed. 1978.
37. Parasuraman, A., Berry, L. L., and Zeithaml, V. A.: Refinement and Reassessment of SERVQUAL Scale. Journal of Retailing 67 (Winter 1991): 420-450.
38. Parasuraman, A., Zeithaml, V. A., and Berry, L. L.: A Conceptual Model of Service Quality and Its Implication for Future Research. journal of Marketing 49 (April 1985): 41-50.
39. Parasuraman, A., Zeithaml, V. A., and Berry, L. L.: SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing 64(1) (Spring 1988): 12-40.
40. Peters, T. J., and Waterman, R. H.: In Search of Excellence, Harper & Row, New York. 1982.
41. Pitt, L. F., and Jeantrout, B.: Management of Expectations: A Study and Checklist. Services Industries Journal 14(2) (April 1994): 170-189.
42. Ramanujam, V., and Venkatraman, N.: Excellence, Planning and Performance. Interfaces 18 (May-June 1988): 23-31.
43. Reichheld, F. F., and Sasser, W. E.: Zero Defections: Quality Comes to Services. Harvard Business Review 68(5) (1990): 105-111.
44. Ruekert, R. W.: Developing a Market Orientation: An Organizational Strategy Perspective. International Journal of Research in Marketing 9(3) (1992): 225-245.
45. Ruekert, R. W., Walker, O. C, and Roering, K. J.: The Organization of Marketing Activities: A Contingency Theory of Structure and Performance. Journal of Marketing 49 (Winter 1985): 13-25.
46. Runyon, K. E.: Consumer Behaviour, 2nd. ed., Bell & Howell, Columbus, Ohio. 1980.
47. Shapiro, B. P.: What the Hell Is "Market Oriented." Harvard Business Review 6 (November-December 1988): 119-125.
48. Sharma, S., Netemeyer, R. G., and Mahajan, V.: In Search of Excellence Revisited: An Empirical Evaluation of Peters and Waterman's Attributes of Excellence, in Enhancing Knowledge Development in Marketing vol. 1, W. O. Bearden, and A. Parasuraman, eds., American Marketing Association, Chicago. 1990, pp. 322-328.
49. Webster, Jr., F. E.: The Rediscovery of the Marketing Concept. Business Horizons 31(3) (May-June 1988): 29-39.
50. Webster, Jr., F. E.: The Changing Role of Marketing in the Corporation. Journal of Marketing 56 (October 1992): 1-17.
51. Zeithaml, V. A., Berry, L. L., and Parasuraman, A.: The Nature and Determinants of Customer Expectations of Service. Journal of the Academy of Marketing Science 21(1) (1993): 1-12.
52. Zeithaml, V. A., Varadarajan, P., and Zeithaml, C. P.: The Contingency Approach: Its Foundation and Relevance to Theory Building and Research in Marketing. European Journal of Marketing 22(7) (1988): 37-64.