The effects of customer acquisition and retention orientations on a firm's radical and incremental innovation performance

Journal of the Academy of Marketing Science

Volumn 39, Issue 2, 2011, Pages 234-251

  Arnold, Todd J ^a   Palmatier, Robert W ^c  

^a OKLAHOMA STATE UNIVERSITY   (United States)

^b Er)   (United States)

^c UNIVERSITY OF WASHINGTON   (United States)

Author keywords

Customer acquisition; Customer retention; Incremental innovation; Innovation performance; Radical innovation

Indexed keywords

EID: 79551514729     PISSN: 00920703     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11747-010-0203-8     Document Type: Article

References (68)

1. Aiken, L. S., & West, S. G. (1991). Multiple regression: Testing and interpreting interactions. Newbury Park: Sage.
2. Ailawadi, K., & Harlam, B. (2004). An empirical analysis of the determinants of retail margins: the role of store-brand share. Journal of Marketing, 68(1), 147-165.
3. Amason, A. (1996). Distinguishing the effects of functional and dysfunctional conflict on strategic design making: resolving a paradox for top management teams. Academy of Management Journal, 39(1), 123-148.
4. Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: a review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.
5. Armstrong, S. J., & Overton, T. S. (1977). Estimating non-response bias in mail surveys. Journal of Marketing Research, 14, 396-402.
6. Arnould, E. J., & Wallendorf, M. (1994). Market-oriented ethnography: interpretation building and marketing strategy formulation. Journal of Marketing Research, 31, 484-504.
7. Atuahene-Gima, K. (2005). Resolving the capability-rigidity paradox in new product innovation. Journal of Marketing, 69, 61-83.
8. Bharadwaj, S., Varadarajan, P. R., & Fahy, J. (1993). Sustainable competitive advantage in service industries: a conceptual model and research propositions. Journal of Marketing, 57, 83-99.
9. Bolton, R. N. (1989). The relationship between marketing characteristics and promotional price elasticities. Marketing Science, 8(3), 153-169.
10. Burt, R. S. (1997). The contingent value of social capital. Administrative Science Quarterly, 42, 339-364.
11. Chandy, R. K., & Tellis, G. J. (1998). Organizing for radical product innovation: the overlooked role of willingness to cannibalize. Journal of Marketing Research, 35, 474-487.
12. Christensen, C. M. (1997). The innovator's dilemma. New York: Harper-Collins.
13. Churchill, G. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16, 64-73.
14. Crossan, M., Lane, H. W., & White, R. E. (1999). An organizational learning framework: from intuition to institution. Academy of Management Review, 24(3), 522-537.
15. Day, G. S. (1994). The capabilities of market-driven organizations. Journal of Marketing, 58, 37-52.
16. Demsetz, H. (1988). The theory of the firm revisited. Journal of Law, Economics, and Organization, 4(1), 141-161.
17. Eisenhardt, K., & Martin, J. A. (2000). Dynamic capabilities: what are they? Strategic Management Journal, 21(10-11), 1105-1121.
18. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 28, 39-50.
19. Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. Journal of Marketing, 60, 7-18.
20. Gargiulo, M., & Benassi, M. (2000). Trapped in your own net? Network cohesion, structural holes, and the adaptation of social capital. Organization Science, 11(2), 183-196.
21. Gomez, M. I., McLaughlin, E. W., & Wittink, D. R. (2004). Customer satisfaction and retail sales performance: an empirical investigation. Journal of Retailing, 80, 265-278.
22. Han, J. K., Kim, N., & Srivastava, R. K. (1998). Market orientation and organizational performance: is innovation a missing link? Journal of Marketing, 62, 30-45.
23. He, Z.-L., & Wong, P.-K. (2004). Exploration vs. exploitation: an empirical test of the ambidexterity hypotheses. Organization Science, 15(4), 481-494.
24. Henley, A. B., Shook, C. L., & Peterson, M. (2006). The presence of equivalent models in strategic management research using structural equation modeling. Organizational Research Methods, 9(4), 516-535.
25. Hurley, R. F., & Hult, G. T. M. (1998). Innovation, market orientation, and organizational learning: an integration and empirical examination. Journal of Marketing, 62, 42-54.
26. Im, S., & Workman, J. P., Jr. (2004). Market orientation, creativity, and new product performance in high-technology firms. Journal of Marketing, 68, 114-132.
27. Jana, R. (2007). Putting the "i" Into HiP. Business Week, November 26, Issue 4060, 11-17.
28. Jaworski, B. J., & Kohli, A. K. (1993). Market orientation: antecedents and consequences. Journal of Marketing, 57, 53-70.
29. Jayachandran, S., Sharma, S., Kaufman, P., & Raman, P. (2005). The role of relational information processes and technology use in customer relationship management. Journal of Marketing, 69, 177-192.
30. Kumar, V., Shah, D., & Venkatesan, R. (2006). Managing retailer profitability-one customer at a time. Journal of Retailing, 82(4), 227-304.
31. Landry, T. D., Arnold, T. J., & Arndt, A. (2005). A compendium of sales-related literature in customer relationship management: processes and technologies with managerial implications. Journal of Personal Selling and Sales Management, 25(3), 231-251.
32. Lastovicka, J. L., & Thamodaran, K. (1991). Common factor score estimates in multiple regression problems. Journal of Marketing Research, 28, 105-112.
33. Leonard-Barton, D. (1992). Core capabilities and core rigidities: a paradox in managing new product development. Strategic Management Journal, 13, 111-126.
34. Lewis, M. (2006). The effects of shipping fees on customer acquisition, customer retention, and purchase quantities. Journal of Retailing, 82(1), 13-23.
35. Lusch, R. F., Vargo, S. L., & O'Brien, M. (2007). Competing through service: insights from service-dominant logic. Journal of Retailing, 83(1), 5-18.
36. March, J. G. (1991). Exploration and exploitation in organizational learning. Organization Science, 2, 71-87.
37. McCracken, G. (1990). Culture and consumer behavior: an anthropological perspective. Journal of Market Research Society, 32(1), 3-12.
38. McKee, D. O., Rajan Varadarajan, P., & Pride, W. M. (1989). Strategic adaptability and firm performance: a market-contingent perspective. Journal of Marketing, 53, 21-35.
39. Menon, A., Bharadwaj, S. G., Adidam, P. T., & Edison, S. W. (1999). Antecedents and consequences of marketing strategy making: a model and a test. Journal of Marketing, 63, 18-40.
40. Miller, D., & Friesen, P. H. (1984). Organizations: A quantum view. Englewood Cliffs: Prentice-Hall.
41. Mithas, S., Krishnan, M. S., & Fornell, C. (2005). Why do customer relationship management applications affect customer satisfaction? Journal of Marketing, 69, 201-209.
42. Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58, 20-38.
43. Nahapiet, J., & Ghoshal, S. (1998). Social capital, intellectual capital, and the organizational advantage. Academy of Management Review, 23(2), 242-266.
44. Oliver, R. L., & Anderson, E. (1994). An empirical test of the consequences of behavior- and outcome-based sales control systems. Journal of Marketing, 58, 53-67.
45. O'Reilly, C., & Chatman, J. (1996). Culture as social control: corporations, cults, and commitment. In B. M. Staw (Ed.), Research in organizational behavior, vol. 18 (pp. 157-200). Kidlington, Oxford: JAI Press.
46. O'Reilly, C., & Tushman, M. L. (2004). The ambidextrous organization. Harvard Business Review, 82, 74-81.
47. Palmatier, R. W. (2008). Interfirm relational drivers of customer value. Journal of Marketing, 72, 76-89.
48. Palmatier, R. W., Dant, R. P., Grewal, D., & Evans, K. R. (2006). Factors influencing the effectiveness of relationship marketing: a meta-analysis. Journal of Marketing, 70, 136-153.
49. Pan, Y., & Zinkhan, G. M. (2006). Determinants of retail patronage: a meta-analytical perspective. Journal of Retailing, 82(3), 229-243.
50. Prabhu, J., Chandy, R. K., & Ellis, M. E. (2005). The impact of acquisitions on innovation: poison pill, placebo, or tonic? Journal of Marketing, 69, 114-130.
51. Prahalad, C. K., & Ramaswamy, V. (2000). Co-opting customer competence. Harvard Business Review, 78, 78-87.
52. Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The customer relationship management processes: its measurement and impact on performance. Journal of Marketing Research, 41, 293-305.
53. Ruekert, R. W., Walker, O. C., Jr., & Roering, K. J. (1985). The organization of marketing activities: a contingency theory of structure and performance. Journal of Marketing, 49(1), 13-25.
54. Sethi, R., Smith, D. C., & Park, C. W. (2001). Cross-functional product development teams, creativity, and the innovativeness of new consumer products. Journal of Marketing Research, 38, 73-85.
55. Slater, S. F., & Narver, J. C. (1995). Market orientation and the learning organization. Journal of Marketing, 59, 63-74.
56. Slater, S. F., & Narver, J. C. (1998). Customer led and market oriented: let's not confuse the two. Strategic Management Journal, 19(10), 1001-1006.
57. Smith, J. E., Carson, K. P., & Alexander, R. A. (1984). Leadership: it can make a difference. Academy of Management Journal, 27(4), 765-776.
58. Steenkamp, J.-B. E. M., & Baumgartner, H. (1998). Assessing measurement invariance in cross-national consumer research. Journal of Consumer Research, 25(1), 78-91.
59. Teece, D. J., Pisano, G., & Shuen, A. (1997). Dynamic capabilities and strategic management. Strategic Management Journal, 18(7), 509-533.
60. Torrance, P. (1988). The nature of creativity as manifest in its testing. In R. J. Sternberg (Ed.), The nature of creativity (pp. 76-98). Cambridge: Cambridge University Press.
61. Tushman, M. L., & Nadler, D. A. (1978). Information processing as an integrating concept in organizational design. Academy of Management Review, 3, 613-624.
62. Tushman, M. L., & O'Reilly, C. (2002). Winning through innovation. Cambridge, MA: Harvard Business School Press.
63. Uzzi, B., & Lancaster, R. (2003). Relational embeddedness and learning: the case of bank loan managers and their clients. Management Science, 49, 383-399.
64. Verhoef, P. C. (2003). Understanding the effect of customer relationship management efforts on customer retention and customer share development. Journal of Marketing, 67, 30-45.
65. Voss, G. B., & Voss, Z. G. (2000). Strategic orientation and firm performance in an artistic environment. Journal of Marketing, 64(January), 67-83.
66. Wu, Y., Balasubramanian, S., & Mahajan, V. (2004). When is a preannounced new product likely to be delayed? Journal of Marketing, 68(2), 101-114.
67. Zahra, S. A., & George, G. (2002). Absorptive capacity: a review, reconceptualization, and extension. Academy of Management Review, 27(2), 185-203.
68. Zahra, S. A. R., Ireland, D., & Hitt, M. A. (2000). International expansion by new venture firms: internal diversity, mode of entry, technology learning, and performance. Academy of Management Journal, 43(5), 925-950.