search query: @indexterm CUSTOMER RELATIONS / total: 402
reference: 82 / 402
| Author: | Strong, C.A. Harris, L.C. |
| Title: | The drivers of customer orientation: an exploration of relational, human resource and procedural tactics |
| Journal: | Journal of Strategic Marketing
2004 : SEP, VOL. 12:3, p. 183-204 |
| Index terms: | Marketing Customer relations Corporate culture Organizational behaviour Human resource management High technology Companies |
| Language: | eng |
| Abstract: | This study aims at exploring, describing, and categorizing the factors driving the development of customer orientation (henceforth as: cust-orient). A key objective is to provide insights into the nature and the dynamics of organizational approaches and tactics impeding or facilitating cust-orient. Thus, central concerns are the strategies, tactics, and procedures contributing to the development of a customer-oriented culture. This paper starts by outlining existing research into the character of cust-orient. in contemporary firms. Thereafter a conceptual model of the approaches and tactics that drive cust-orient. is presented with a series of hypotheses. Following a brief discussion of the research design and methods employed, the results of a survey of the antecedents of cust-orient. in high-tech companies are presented. |
SCIMA