Global ETD Search
Search theses and dissertations gathered from participating repositories worldwide. Every result links back to the library that holds it. No account is needed.
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Showing 1 to 20 of 38 for “"customer orientation"”.
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Internal Market Orientation and Customer Orientation: Effects on Service Employees and Customer Experience
… the relationship between internal market orientation (IMO), customer orientation of service employees (COSE), and customer experience (CX) in the context of hospitality industry. Drawing on social exchange theory and equity theory, this research examines how employee-oriented practices, …
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Re-Engineering the Operational System to Enhance the Customer Orientation of a Mid-Size Firm: A Field Study.
… and quality, but also the enhancement of the customer oriented of the organization.</p><p>The objective of this field study is to examine the applicability and potential advantages of a pull operational system in a mid-size manufacturing organization. Philosophies, tools, and concepts of …
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An Exploratory Model of the Relationships between Empowerment, Job Involvement, Job Satisfaction, Organizational Commitment, and Customer Orientation in the Hospitality Industry
The concept of customer orientation is becoming increasingly more important to managers, especially in service industries. Given the premise of the study that a customer-oriented employee has a critical role in enhancing service quality, little research has investigated the antecedents of the …
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An investigation of the relationship between customer orientation and customer satisfaction in the Namibian public sector: A case study of the Business and Intellectual Property Authority (BIPA)
… in the public sector leaves much to be desired. Customer complaints in the in the Namibian Public Sector are common and BIP A is no exception. The main objective of this study was to investigate the existence of a relationship between customer orientation and customer satisfaction at BIP A, and …
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Internal marketing: an exploratory study of the implementation of internal marketing in small insurance brokers in the UK.
… success through its role in developing customer orientation among employees, leading to a consistently high level of customer service quality. Most research on internal marketing has however been conducted in large firms and consequently research in this field in small firms is scarce. …
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Three Essays on New Challenges and Opportunities for Marketing in an Evolving Technological Environment
… research in the retail area, such as research on customer experience, shopper marketing and specifically on the role of technology in retailing. Essay 2 analyzes consumers’ response to one particular innovative retail technology and thus replies to future questions of the research agenda developed …
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Three Essays on Success Factors of Digital and Non-digital Services
… free digital services. Moreover, it deals with customer orientation of frontline employees. It reveals the crucial role of the customer for frontline employees' ability to act in a customer-oriented manner.
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The relationships between market orientation, supplier partnership, environmental factors and firm performance in Indonesian retail firms
… study is to examine the consequences of market orientation in the Indonesian retail context. In this context, this study presents a systematic framework to test the postulated "market orientation -supplier partnership - retail performance" chain. Moreover, this study takes a component-wise …
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THE EVOLUTION OF SALES: ASSESSING THE INTEGRATION OF SOCIAL SELLING INTO PROFESSIONAL SALES AND THE SALES CYCLE
… outcomes including adaptive selling, customer orientation, and salesperson ambidexterity. Exploring the phenomenon of social selling as a tool leveraged for content creation to forge relationships, communicate product or service offerings, and nurture the buyer-seller relationship, …
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The impact of performance-based reward system (PBRS) on customers' perceived service outcomes
… by exploring whether different levels of customer oriented PBRS schemes impact customers’ perceptions of service quality. Six government departments were examined, three categorised as having high levels of customer focus in their PBRS plans and three as having low levels of customer focus …
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Antecedents and Consequences of Salesperson Perceptual (In)accuracy in Customer Relationships
… effectiveness in delivering value to customers, yet prior research has generally assumed that salespeople can accurately evaluate customer relationship quality. Using survey and performance data from salesperson-customer dyads within a global industrial goods supplier, I demonstrate …
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The role of organizational climate and culture in service encounters
… link between culture and climate with respect to customer service ratings. Two hospital units, one with high customer service ratings and one with low customer service ratings, were identified for analysis. A mixed-method design was implemented to assess climate and culture on each unit. Climate …
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UNPACKING VALUE CO-CREATION USING THE DYNAMIC CAPABILITIES FRAMEWORK
… help co-create value between firms and their customers, especially in the B2C realm. Recent research has clearly shown how important value co-creation is in B2B markets. Considering that innovation is known to be influenced by a number of organizational mindsets (such as entrepreneurial …
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Measuring customer involvement in new service developments
… that succeed in the market and are valuable for customers. Services Marketing literature therefore stresses the need to innovate with customers and to integrate their view into the new service developed. However, consensus about the positive effects of customer involvement in new service …
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Geschäftsmodelle von planenden und beratenden Architekturund Ingenieurbüros der Baubranche am deutschen Markt vor dem Hintergrund neuer Herausforderungen – theoretische Betrachtung und empirische Analyse
… encompass aspects such as 'corporate vision,' 'customers,' 'value proposition,' and 'finance,' often inadequately address these challenges. However, empirical research reveals that most companies are aware of these issues and are adjusting to varying degrees. Smaller, often owner-managed firms, …
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Why Empowering Salespeople is a Double Edge Sword
… to manage firms’ relationships with their customers. This autonomy implies that salespeople are responsible for making decisions that not only benefit but may also adversely impact customers (e.g., offer an account preferential treatment vs. terminate an established account). While numerous …
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Die Entwicklung von Prozessen und deren Standardisierung bei expandierenden Automobilzulieferern in Deutschland – Theoretische Konzeption und Untersuchung im Rahmen einer Fallstudie
… for the process management were identified: customer orientation, employee orientation, innovation orientation and continuity. Synthesizing the success criteria and suitable elements extracted from the evaluated concepts, the model of extended dynamic process management was developed, aiming …
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Change Management's Role in the Evolution of Financial Institutions in Kazakhstan and Hungary
… into how leadership, employee engagement, customer orientation, and cybersecurity strategies shape the success or failure of change initiatives. The analysis is grounded in change management frameworks (Kotter, Lewin, ADKAR, etc.), enriched by empirical data that reveal how these models …
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Technology or customer orientations: theory and scale development
… the relationship between innovation and market orientation is a vexing yet vital problem for researcher and practitioner alike. The recent strategic management and marketing literatures have featured an ongoing debate concerning these philosophies as guiding templates for the way in which …
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Trait Emotional Intelligence, Personality and the Self-Perceived Performance Ratings of Casino Key Account Representatives
… are associated with emotional labour, such as customer service (Daus & Ashkanasy, 2005). With regard to theory, various models have been proposed as a means of conceptualising the construct within the relevant literature. These models have been associated with a range of tests which purport to …
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