Organizational resources enabling service responsiveness: Evidence from Greece

Industrial Marketing Management

Volumn 32, Issue 8, 2003, Pages 695-702

  Theoharakis, Vasilis ^a   Hooley, Graham ^b  

^a Athens Laboratory of Business Administration   (Greece)

^b ASTON UNIVERSITY   (United Kingdom)

Author keywords

Customer responsiveness; Organizational learning; Relationship marketing; Strategic flexibility

Indexed keywords

EID: 0344513298     PISSN: 00198501     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.indmarman.2003.06.009     Document Type: Article

References (50)

1. Anderson E.W. Mittal V. Strengthening the satisfaction profit chain Journal of Service Research 3 2 2000 107-120
2. Anderson E.W. Shugan S.M. Repositioning for changing preferences: The case of beef versus poultry Journal of Consumer Research 18 2 1991 219-232
3. Argyris C. Schön D.A. Organizational learning: A theory of action perspective 1978 Addison-Wesley Reading, MA
4. Armstrong J.S. Overton T. Estimating nonresponse bias in mail surveys Journal of Marketing Research 14 3 1977 396-402
5. Athanassopoulos A. An optimization framework for the triad: Capabilities, service quality and performance. In Harker P.T. & Zenios S.A. (Eds.), Performance of financial institutions 1999 Cambridge University Press Cambridge, England
6. Athanassopoulos A. Modeling customer satisfaction in telecommunications: Assessing the effects of multiple transaction points on the perceived overall performance of the provider Production and Operations Management 2 2003
7. Bagozzi R. Phillips L.W. Representing and testing organizational theories: A holistic construal Administrative Science Quarterly 27 3 1982 459-489
8. Barringer B.R. Bluedorn A.C. The relationship between corporate entrepreneurship and strategic management Strategic Management Journal 20 5 1999 421-444
9. Becker G.S. A theory of allocations of time Economic Journal 75 299 1965 493-517
10. Berry J.W. On cross-cultural comparability International Journal of Psychology 4 1969 119-128
11. Berry L.L. Seiders K. Grewal D. Understanding service convenience Journal of Marketing 66 3 2002 1-17
12. Carmon Z.J. Shanthikumar G. Carmon T.F. A psychological perspective on service segmentation models: The significance of accounting for consumers' perceptions of waiting and service Management Science 42 11 1995 1806-1815
13. Cronbach L.J. Coefficient alpha and the internal consistency of tests Psychometrika 16 1951 297-334
14. Day G. The capabilities of market-driven organizations Journal of Marketing 58 4 1994 37-52
15. Dess G.G. Robinson R.B. Measuring organizational performance in the absence of objective measures Strategic Management Journal 5 3 1984 265-273
16. Diamantopoulos A. Schlegelmilch B.B. Determinants of industrial mail survey response: A survey-on-surveys analysis of researchers' and managers' views Journal of Marketing Management 12 1996 505-531
17. Dickson P.R. The static and dynamic mechanics of competition: A comment on hunt and Morgan's comparative advantage theory Journal of Marketing 60 4 1996 102-106
18. Eriksson K. Mattsson J. Managers' perception of relationship management in heterogeneous markets Industrial Marketing Management 31 6 2002 535-543
19. Evans J.R. Laskin R.L. The relationship marketing process: A conceptualization and application Industrial Marketing Management 23 5 1994 439-452
20. Fiol C.M. Lyles M.A. Organizational learning Academy of Management Review 10 4 1985 803-813
21. Grewal R. Tansuhaj P. Building organizational capabilities for managing economic crisis: The role of market orientation and strategic flexibility Journal of Marketing 65 2 2001 67-80
22. Grönroos C. Value-driven relational marketing: From products to resources and competencies Journal of Marketing Management 13 5 1997 407-419
23. Grönroos C. Relationship marketing: Challenges for the organization Journal of Business Research 46 3 1999 327-335
24. Heskett J.L. Jones T.O. Loveman G.W. et al. Putting the service profit chain to work Harvard Business Review 2 1994 164-171
25. Hooley G.J. Saunders J.A. Piercy N.F. Marketing strategy and competitive positioning 1998 Prentice Hall International Hemel Hempstead
26. Hornik J. Subjective vs. objective time measures: A note on the perception of time in consumer behavior Journal of Consumer Research 11 1 1984 615-618
27. Johnson J.L. Lee R.P.-W. Saini A. et al. Market-focused strategic flexibility: Conceptual advances and an integrative model Journal of the Academy of Marketing Science 31 1 2003 74-89
28. Kamakura W.A. Mittal V. de Rosa F. et al. Assessing the service profit chain Marketing Science 21 3 2002 294-317
29. Kotler P. Marketing management 2003 Prentice Hall
30. Kumar P. Kalwani M.U. Dada M. The impact of waiting time guarantees on consumer waiting experiences Marketing Science 16 4 1997 295-314
31. Levitt T. The marketing imagination 1986 The Free Press New York
32. Madhok A. Reassessing the fundamentals and beyond: Ronald Coase, the transaction cost and resource-based theories of the firm and the institutional structure of production Strategic Management Journal 23 6 2002 535-550
33. McKenna R. Relationship marketing. Successful strategies for the age of the customer 1991 Addison-Wesley Reading, MA
34. Mintzberg H. The rise and fall of strategic planning 1994 Prentice Hall New York
35. Morgan R.M. Hunt S. The commitment-trust theory of relationship marketing Journal of Marketing 58 3 1994 20-38
36. Morgan R.M. Hunt S. Relationship-based competitive advantage: The role of relationship marketing in marketing strategy Journal of Business Research 46 3 1999 281-290
37. Morris M.H. Brunyee J. Page M. Relationship marketing in practice: Myths and realities Industrial Marketing Management 27 1998 359-371
38. Parasuraman A. Zeithaml V.A. Berry L.L. A conceptual model of service quality and its implications for future research Journal of Marketing 49 4 1985 41-50
39. Payne A. Christopher M. Clark M. et al. Relationship marketing for competitive advantage 1995 Butterworth-Heinemann Oxford
40. Peters T. Thriving on chaos 1987 Macmillan London
41. Piercy N.F. Market-led strategic change 1997 Butterworth-Heinemann Oxford
42. Reicheld F. Sasser W.E. Zero defections: Perfecting customer retention and recovery Harvard Business Review 68 5 1990 105-111
43. Roth A.V. Jackson W.E. Strategic determinants of service quality and performance: Evidence from the banking industry Management Science 41 11 1995 1720-1733
44. Rust R.T. Zahorik A.J. Keiningham T.L. Return on quality (ROQ): Making service quality financially accountable Journal of Marketing 59 2 1995 58-70
45. Schneider B. Bowen D.E. Understanding customer delight and outrage Sloan Management Review 1 1999 35-45
46. Sharma A. Tzokas N. Saren M. et al. Antecedents and consequences of relationship marketing Industrial Marketing Management 28 1999 601-611
47. Sheth J.N. Sharma A. Supplier relationships: Emerging issues and challenges Industrial Marketing Management 26 2 1997 91-100
48. Sinkula J.M. Baker W.E. Noordewier T. A framework for market-based organizational learning: Linking values, knowledge, and behavior Journal of the Academy of Marketing Science 25 4 1997 305-318
49. Soteriou A. Zenios S.A. Operations, quality and profitability in the provision of banking services Management Science 45 9 1999 1221-1238
50. Venkatraman N. Ramanujam V. Measurement of business performance in strategic research: A comparison of approaches Academy of Management Review 11 4 1986 801-814