The effects of organisational climate on market orientation: Evidence from the facilities management industry

Journal of Services Marketing

Volumn 18, Issue 2, 2004, Pages 122-132

  Nwankwo, Sonny ^a   Owusu Frimpong, Nana ^b   Ekwulugo, Frances ^c  

^a UNIVERSITY OF EAST LONDON   (United Kingdom)

^b LONDON METROPOLITAN UNIVERSITY   (United Kingdom)

^c UNIVERSITY OF WESTMINSTER   (United Kingdom)

Author keywords

Facilities; Market orientation; Organizational performance

Indexed keywords

EID: 84992998993     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040410528728     Document Type: Article

References (42)

1. Amaratunga, D., Baldry, D. and Sarshar, M. (2002), “Assessment of facilities management performance – what next?”, Facilities, Vol. 18 No. 1, pp. 66-75.
2. Armstrong, S. and Overton, T. (1977), “Estimating non-response bias in mail surveys”, Journal of Marketing Research, Vol. 14 No. 3, pp. 396-402.
3. Bell, J. (2002), “Service with a style”, Journal of Property Management, Vol. 67 No. 4, pp. 24-26.
4. Bogel, G. and Huszty, A. (1999), “Transition to market economy as inflection points: can strategy help?”, Business Horizons, July/August, pp. 7-13.
5. Bowman, C. and Ambrosini, V. (1997), “Using single respondents in strategy research”, British Journal of Management, Vol. 18, pp. 119-131.
6. Child, J. (1972), “Organisation structure, environment and performance: the role of strategic choice”, Sociology, Vol. 6 No. 1, pp. 1-22.
7. Clark, M. (2002), “The relationship between employees' perceptions of organisational climate and customer retention rates in a major UK retail bank”, Journal of Strategic Marketing, Vol. 10 No. 2, pp. 93-113.
8. Coviello, N., Brodie, R., Danaher, P. and Johnston, W. (2002), “How forms relate to their markets: an empirical examination of contemporary marketing practices”, Journal of Marketing, Vol. 66 No. 3, pp. 33-46.
9. Deshpande, R. (Ed.) (1999), Developing a Market Orientation, Sage, Thousand Oaks, CA.
10. Dobni, C. and Luffman, G. (2000), “Market orientation and market strategy profiling: an empirical test of environment-behaviour-action coalignment and its performance implications”, Management Decision, Vol. 38 No. 8, pp. 503-519.
11. Fuh, M. (1999), Marketing Orientation: A Component Analysis Approach to Facilities Management, unpublished PhD thesis, Sheffield Hallam University, Sheffield.
12. Gounaris, S. and Avlonitis, G. (2001), “Market orientation development: a comparison of industrial vs consumer goods companies”, Journal of Business & Industrial Marketing, Vol. 16 No. 5, pp. 354-381.
13. Grove, A. (1996), Only the Paranoid Survive, HarperCollins, London.
14. Harris, L. (2000), “The organisational barriers to developing market orientation”, European Journal of Marketing, Vol. 34 No. 5/6, pp. 598-624.
15. Heiens, R. (2000), “Market orientation: towards an integrated framework”, Academy of Marketing Science Review, available at: www.amsreview.org/amsrev/forum/heiens01-00.htmlwww/amsreview.org.
16. Hogan, J., Lemon, K. and Rust, R. (2002), “Customer equity management: charting new directions for the future of marketing”, Journal of Service Research, Vol. 5 No. 1, pp. 4-12.
17. Homburg, C. and Pflesser, C. (2000), “A multiple-layer model of market-oriented organisational culture: measurement issues and performance outcomes”, Journal of Marketing Research, Vol. 37 No. 11, pp. 449-462.
18. Jaworski, B. and Kholi, A. (1993), “Market orientation: antecedents and consequences”, Journal of Marketing, Vol. 57, July, pp. 53-70.
19. Johnson, M. (1998), Customer Orientation and Market Action, Prentice-Hall, Upper Saddle River, NJ.
20. Jones, O. (2002), “Facility management: future opportunities, scope and impact”, Facilities, Vol. 18 No. (3/4), pp. 133-137.
21. Joyce, W. and Slocum, J. (1984), “Collective climate: agreement as a basis for defining aggregate climates in organisations”, Academy of Management Journal, Vol. 27 No. 2, pp. 721-742.
22. Kangis, P. and Williams, D. (2000), “Organisational climate and corporate performance: an empirical investigation”, Management Decision, Vol. 38 No. 8, pp. 531-540.
23. Lafferty, B. and Hult, G. (2001), “A synthesis of contemporary market orientation perspectives”, European Journal of Marketing, Vol. 35 No. 1/2, pp. 92-109.
24. Loosemore, M. and Hsin, Y. (2001), “Customer-focused benchmarking for facilities management”, Facilities, Vol. 19 No. 13/14, pp. 464-475.
25. McGregor, W. (2002), “Preparing for an uncertain future”, Facilities, Vol. 18 No. 10/11, pp. 402-410.
26. Narver, J. and Slater, S. (1990), “The effects of a market orientation on business profitability”, Journal of Marketing, Vol. 54 No. 4, pp. 20-35.
27. Newman, J. (1977), “Developing a measure of perceived work environment”, Academy of Management Journal, Vol. 20, pp. 520-534.
28. Nunally, J. (1978), Psychometric Theory, McGraw-Hill, New York, NY.
29. Nwankwo, S. (1995), “Developing a customer orientation”, Journal of Consumer Marketing, Vol. 12 No. 5, pp. 5-15.
30. Oktemgil, M. and Greenley, G. (1997), “Consequences of high and low adaptive capability in UK companies”, European Journal of Marketing, Vol. 31 No. 7, pp. 445-466.
31. Pelman, A. and Wilson, D. (1990), “Does market orientation matter for small firms?”, in Deshpande, R. (Ed.), (1999), Developing a Market Orientation, Sage, Thousand Oaks, CA.
32. Raviv, K. (2001), “The effects of service guarantees on external and internal markets”, Academy of Marketing Science Review, available at: www.amsreview.org/amsrev/theory/kashyap10-01.html.
33. Ruekert, R. (1992), “Developing a market orientation: an organisational strategy perspective”, International Journal of Research in Marketing, Vol. 9 No. 3, pp. 225-245.
34. Schlegelmilch, B. and Ram, S. (2000), “The impact of organisational variables on strategic market orientation: an empirical investigation”, Journal of Global Marketing, Vol. 13 No. 3, pp. 111-127.
35. Schneider, B. and Bowen, D. (1995), Winning the Service Game, Harvard Business School Press, Boston, MA.
36. Schneider, B. and Bowen, D. (1999), “Understanding customer delight and outrage”, Sloan Management Review, Vol. 41 No. 1, pp. 35-45.
37. Schneider, B. and Reichers, A. (1983), “On the etiology of climates”, Personnel Psychology, Vol. 36, pp. 19-40.
38. Schneider, B., White, S. and Paul, M. (1998), “Linking service climate and customer perceptions of service quality: test of a causal model”, Journal of Applied Psychology, Vol. 83 No. 2, pp. 150-163.
39. Slater, S. (2001), “Market orientation at the beginning of a new millennium”, Managing Service Quality, Vol. 11 No. 4, pp. 230-232.
40. Slater, S. and Narver, J. (2000), “The positive effect of a market orientation on business profitability: a balanced replication”, Journal of Business Research, Vol. 48 No. 1, pp. 69-73.
41. Taylor, A. (2002), “Driving customer satisfaction”, Harvard Business Review, Vol. 80 No. 7, pp. 24-25.
42. Yagil, D. and Gal, I. (2002), “The role of organisational service climate in generating control and empowerment among workers and customers”, Journal of Retailing and Consumer Services, Vol. 9 No. 4, pp. 215-226.