The drivers of customer orientation: An exploration of relational, human resource and procedural tactics

Journal of Strategic Marketing

Volumn 12, Issue 3, 2004, Pages 183-204

  Strong, Carolyn A ^a   Harris, Lloyd C ^a  

^a CARDIFF UNIVERSITY   (United Kingdom)

Author keywords

Customer orientation; Customer oriented culture; Developing customer orientation; Human resource tactics; Procedural tactics; Relational tactics

Indexed keywords

EID: 85009853890     PISSN: 0965254X     EISSN: 14664488     Source Type: Journal    
DOI: 10.1080/0965254042000262904     Document Type: Article

References (102)

1. Ambler, T. (1999) Where does the cash flow from? Journal of Marketing Management 15, 705-10.
2. Anderson, E. and Oliver (1987) Perspectives on behaviour-based versus outcome-based salesforce control systems. Journal of Marketing, October, 76-88.
3. Armstrong, J.S. and Overton, T.S. (1977) Estimating non-response bias in mail surveys. Journal of Marketing Research 14, August, 396-403.
4. Bitner, M. (1990) Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing 54, April, 69-82.
5. Bitner, M., Booms, B., Stanfield, B. and Tetreault, M. (1990) The service encounter: diagnosing favourable and unfavourable incidents. Journal of Marketing 54, January, 71-84.
6. Bleuel, W. and Bender, H. (1980) Product Service/Planning Service/Marketing/Engineering Interactions, New York: AMACOM.
7. Bolton, R. (1998) A dynamic model of the duration of the customer’s relationship with a continous service provider: the role of satisfaction. Marketing Science 17(1), 45-65.
8. Bowen, D. (1986) Managing customers as human resources in service organizations. Human Resource Management 25(3), Fall, 371-83.
9. Bowen, D. and Lawler E. (1992) The empowerment of service workers: what, why, how and when. Sloan Management Review 33, Spring, 31-9.
10. Bryman, A. and Cramer, D. (1994). Quantitative Data Analysis for Social Scientists, London: Routledge.
11. CASRO (Council of American Survey Research Organizations) (1982) On the Definition of Response Rates, CASRO Special Report, The Council of American Survey Research Organizations, Port Jefferson, New York.
12. Churchill, G.A. (1991) Market Research: Methodological Foundations, London: The Dryden Press.
13. Churchill, G.A. and Peter, J.P. (1984) Research design effect on the reliability of rating. Journal of Marketing Research 16, November, 360-75.
14. Christopher, M. (1986) Reaching the customer: strategies for marketing and customer service. Journal of Marketing Management 2(1), 63-71.
15. Cordney, T. and Webster, J. (1994) Profiting through trust. International Management 49(7), 38-41.
16. Day, G. (2000) The market-driven organization. Direct Marketing, Garden City, 62(10), 20-3.
17. Day, G. and Nedungadi, P. (1994) Managerial representatives of competitive advantage. Journal of Marketing 58, April, 31-44.
18. Day, G.S. (1994) The capabilities of market-driven organizations. Journal of Marketing 58, October, 35-52.
19. Day, G.S. and Wensley, R. (1983) Marketing theory with a strategic orientation. Journal of Marketing 47, Fall, 79-89.
20. Dean, J. and Bowen, D. (1994) Management theory and total quality: improving research and practice through theory development. Academy of Management Review 19(3), July, 392-418.
21. Deng, S. and Dart, J. (1994) Measuring market orientation: a multi-factor, multi-item approach. Journal of Marketing Management 10(8), 725-42.
22. Deshpande, R. and Webster, F. (1989) Organisational culture and marketing: defining the research agenda. Journal of Marketing 53, January, 3-15.
23. Deshpande, R., Farley, J.U. and Webster, F.E. (1993) Corporate culture, customer orientation, and innovativeness in Japanese firms: a quadrad analysis. Journal of Marketing 57, January, 23-7.
24. Diaantopoulos, A. and Hart, S. (1993) Linking market orientation and company performance, preliminary evidence on kohli and Jaworski’s framework. Journal of Strategic Marketing 1, 93-121.
25. Dilman, D.A. (1978) Mail and Telephone Surveys: The Total Design Method, New York: John Wiley and Sons.
26. Donaldson, B. (1986) Customer service—the missing dimension in marketing management. Journal of Marketing Management 2(2), 131-44.
27. Donaldson, B. (1995) Customer service as a competitive strategy. Journal of Strategic Marketing 3, 113-126.
28. Doyle, P. and Wong, V. (1998) Marketing and competitive performance: an empirical study. European Journal of Marketing 32(5/6), 514-35.
29. Du Gay, P. and Salaan, D. (1992) The cult[ure] of the customer. Journal of Management Studies, 29(5), 615-33.
30. Ennew, C.T. and Binks, M.R. (1999) Impact of participative service relationships on quality, satisfaction and retention: an exploratory study. Journal of Business Research 46, 121-32.
31. Everitt, B.S. and Dunn, G. (1991) Applied Multivariate Data Analysis, London: Edward Arnold.
32. Felton, A.P. (1959) Making the marketing concept work. Harvard Business Review 37, July/August, 55-65.
33. Forne U. C., Johnson, M.D., Anderson, E.W., Cha, J. and Everitt Bryant, B. (1996) The American customer satisfaction index: nature, purpose, and findings. Journal of Marketing 60, October, 7-18.
34. Futre U. C., Berry, L. and Boweres, M. (1984) An evaluation of sales training in the US banking industry. JPSSM 4, 41-7.
35. Gaski, J.F. (1986) Interrelations along a channel entity’s power sources; impact of the exercise of reward and coercion on expert, referent, and legitimate power sources. Journal of Marketing Research 23, 62-77.
36. Glassman, M. and McAfee, B. (1992) Integrating the personnel and marketing functions: the challenge of the 1990s. Business Horizons, May-June, 52-9.
37. Goldfield, S.M. and Quandt, R.E. (1965) Some tests for homoscedastricity. Journal of the American Statistical Association 60, 539-47.
38. Goodman, P.M., Fichman, F. Lerch and Snyer, P. (1995) Customer firm relationships. Involvement and Customer Satisfaction. 38(5), 1310-15.
39. Greenley, G.E. (1995a) Forms of market orientation in UK companies. Journal of Management Studies 32(1), 47-66.
40. Greenley, G.E. (1995b) Market orientation and company performance: empirical evidence from UK companies. British Journal of Management 6(1), 1-14.
41. Gronroos, C. (1990) Marketing redefined. Management Decision 28(8), 5-9.
42. Gronroos, C. (1997) Relationship marketing, The Fifth International Colloquium, Cranfield, November 2-4.
43. Hartline, M.D. and Ferre U.O.C. (1996) The management of customer contact service employees: an empirical investigation. Journal of Marketing 60, October, 52-70.
44. Hair, J.F. Jr., Anderson, R.E., Tathal, R.L., and Black W.C. (1998) Multivariate Data Analysis, London: Prentice-Hall.
45. Hauser, J.D. Simester and Wernerfelt, B. (1994) Customer satisfaction incentives. Marketing Science 13(4), 327-50.
46. Harris, L.C. (1998) Cultural domination: the key to a market oriented culture. European Journal of Marketing 32(3-4), 359-73.
47. Hutt, G., Thomas, M., and Ketchen Jr., D.J. (2001) Does market orientation matter? A test of the relationship between position advantage and performance. Strategic Management Journal 22(9), 899-906.
48. Irvine, S. (1999) Maximising Sales Efforts. Agency Sales 29: 19-23.
49. Jayanti, R.K. and Burns, A.C. (1998) The antecedents of preventive health care behavior: an empirical study. Journal of the Academy of Marketing Science 26(1), 6-15.
50. Kaiser, H.F. (1968) The varimax criterion for analytic rotation in factor analysis. Psychometrika 23, 187-200.
51. Karimabady, H. and Brunn, P.J. (1991) Postal surveys to small manufacturers. Industrial Marketing Management 20, 319-26.
52. Keillor, B., Parker, R. and Pettijohn, C. (1999) Sales force performance satisfaction and aspects of relational selling: implications for sales mangers. Journal of Marketing Theory and Practice 7(1), 101-15.
53. KeUey, S. (1992) Developing customer orientation among service employees. Journal of the Academy of Marketing Science, Winter, 27-36.
54. Kohli, A. and Jaworski, B.J. (1990) Market orientation: the construct, research propositions and managerial implications. Journal of Marketing 54, April, 1-19.
55. LaBarabra, P. and Mazursky, D. (1993) A longitudinal assessment of consumer satisfaction/dissatisfaction: the dynamic aspect of the cognitive process. Journal of Marketing Research 20, November, 393-404.
56. Lalonde, B., Cooper, M. and Noordewier, T. (1988) Customer service: a management perspective. Council of Logistics Management. Physical Distribution and Materials Management 11, 14-24.
57. Lear, R.W. (1963) No easy road to market orientation. Harvard Business Review, September/October, 53-60.
58. Lengnick-Hall, C. (1996) Customer contributions to quality: a different view of the customer oriented firm. Academy of Management Review 21(3), 791-824.
59. Levitt, T. (1960) The industrialisation of service. Harvard Business Review, September/October, 41-52.
60. Lewis, D.S. (1993) Organizational change: relationship between reactions behaviour and organizational performance. Journal of Organizational Change Management 7(5), 41-55.
61. Likert, R. (1932a) The method of constructing an attitude scale. In: M. Fishbein (ed.), pp. 90-5, Readings in Attitude Theory and Measurement 1967, New York: John Wiley.
62. Likert, R.A. (1932b) Technique for the measurement of attitudes. Archives of Psychology 140.
63. Ling, I. (1999) Balancing internal and external market orientations. Journal of Marketing Management 15, 239-63.
64. MacKay, H. (1998) Humanise your selling strategres. Harvard Business Review 66, March-April, 36-47.
65. McIntyre, D.O., Montgomery, D.B., Serinvasas, V. and Weitz, B.A. (1983) Evaluating the statistical significance of models developed by stepwise regression. Journal of Marketing Research 20, 1-11.
66. McNamara, C.P. (1972) The present status of the marketing concept. Journal of Marketing 36(1), 50-7.
67. Menon, A., Bharadwaj, S.G., Howe U. R.D. (1996) The quality and effectiveness of marketing strategy: effect of functional and dysfunctional conflict in intra organizational relationships. Journal of Academy of Marketing Sciences 24, Fall, 299-313.
68. Narver, J.C. and Slater, S.F. (1990) The effect of a market orientation on business profitability. Journal of Marketing 54, October, 20-35.
69. Noble, C.H., Rajiv, K.S. and Kumar, A. (2002) Market orientation and alternative strategic orientations: a longitudinal assessment of performance implication. Journal of Marketing 66(4) 25-40.
70. Nunnally, J.C. (1967) Psychometric Theory. New York: McGraw-Hill.
71. Nunnally, J.C. (1978) Psychometric Theory. New York: McGraw-Hill.
72. Oczkowski, E. and Farre U. M.A. (1996) Discriminating between measurement scales: using non-rested tests and two stage least squares estimators: the case of market orientation, Charles Stuart University Working Papers in Management, June, Charles Stuart, University of Wagga, Australia.
73. Peterson, R. (1994) A meta-analysis of cronbach’s coefficient alpha. Journal of Consumer Research 21(2), 381-91.
74. Pfau, B., Detzel, D. and GeUer, W. (1991) How to satisfy your internal customers. The Business of Business Strategy, November/December, 9-13.
75. Pfeffer, J. (1998) Seven principles of successful organizations. California Management Review 40(2), Winter, 96-124.
76. Piercy, N.F., Harris, L.C. and Lane, N. (2002) Market orientation and retail operatives’ expectations. Journal of Business Research 55(4), 261-73.
77. Ramsey, J.B. (1974) Classical model selection through specification error tests, In: P. Zarembka (ed.), pp. 13-48, Frontiers in Econometrics, New York: Academic Press.
78. Rafiq, M. and Ahmed, P. (1998) A customer-oriented framework for empowering service employees. The Journal of Services Marketing 12(5) 379-96.
79. Reichheld, F.F. and Sasser Jr., E.W. (1990) Zero defections: quality comes to services. Harvard Business Review 69, September/October, 105-111.
80. Roth, P.L. and BeVier, C.A. (1998) Response rates in HRM/OB survey research: norms and correlates, 1990-1994. Journal of Management 24(1), 97-117.
81. Santos, A. and Stuart, M. (2003) Employee perceptions and their influence on training effectiveness. Human Resource Management Journal 13(1), 27-45.
82. Schein, E. (1968) Organisational socialisation and the profession of management. Industrial Management Review 9, May, 1-16.
83. Schneider, B. and Bowen, D.E. (1993) The service organization: human resources management is crucial. Organizational Dynamics 21(4), 39-52.
84. Sheth, J. and Parvatiyar, A. (1995) Relationship marketing in customer markets: antecedents and consequences. Journal of the Academy of Marketing Science 23(4), 255-71.
85. Selnes, F. (1996) Antecedents and consequences of trust and satisfaction in buyer-seller relationships. European Journal of Marketing 32(3/4), 305-22.
86. Scott, S. and Bruce, R. (1994) Determinants of innovative behaviour: a path model of individual innovation in the workplace. Academy of Management Journal 37, June, 580-607.
87. Sinkula, J., Baker, W. and Noordewier, T.A (1997) Framework for market-based organisational learning values, knowledge and behaviour. American Marketing Association Conference, Summer.
88. Spiro, R. and Weitz, B. (1990) Adaptive selling: conceptualisation, measurement, and nomological validity. Journal of Marketing Research 27, February, 61-9.
89. Srivastava R.K, Shervani, T.A. and Fahey, L. (1998) Market based assets and shareholder value: a framework for analysis. Journal of Marketing 62, 2-18.
90. Steinman, C., Deshpande, R. and Farley, J.U. (2000) Beyond market orientation: when customers and suppliers disagree. Journal of the Academy of Marketing Science 28(1) 109-19.
91. Tax, S. and Brown, W. (1998) Recovering and learning from service failure. Sloan Management Review 40, Fall, 75-88.
92. Tax, S., Brown, Stephen W. and Chandrashekaran, M. (1998) Customer evaluations of service complaint experiences: implications for relationship marketing. Journal of Marketing 62, April, 60-76.
93. Tellefsen, T. (2002) Commitment in business-to-business relationships: the role of organizational and personal needs. Industrial Marketing Management 31(8) 645-52.
94. Veley, K. (1998) Are your systems ready. IIE Solutions 20(2), 40-2.
95. Warren, B.L.A. (1969) Multiple variable approach to the associative marketing phenomenon. Eugenics Quarterly 13, 285-98.
96. Webster, Frederick E. (1981) Top management’s concern about marketing. Journal of Marketing 45, Summer, 9-16.
97. Weiner, Y. (1988) Forms of value systems: a focus on organizational effectiveness and cultural change and maintenance. Academy of Management Review 13(4), 534-45.
98. Weitz, B., Sujan, H. and Sujan, M. (1986) Knowledge motivation and adaptive behaviour: a framework for improving selling effectiveness. Journal of Marketing Research 50, October, 174-91.
99. Wexley, K. and Latham, G. (1943) Developing and training human resources in Organizations, Scott Foreman Series in Management and Organizations.
100. Williams, M.R. and Attaway, J.S. (1996) At the interface: the buyer-seUer relationship and relationships. Journal of Business Research 56(4), 243-6.
101. Wilson, David T. (1995) An integrated model of buyer-seUer relationships. Journal of the Academy of Marketing Science 23(4), Fall, 335-45.
102. Wright, P., Krol, M., Pray, B. and Lado, A. (1995) Strategic orientations, competitive advantage and business performance. Journal of Business Research 33(2), 143-51.