search query: @indexterm STATISTICAL METHODS / total: 745
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| Author: | Kennedy, K.N. Lassk, F.G. Goolsby, J.R. |
| Title: | Customer mind-set of employees throughout the organization |
| Journal: | Journal of the Academy of Marketing Science
2002 : SPRING, VOL 30:2, p. 159-171 |
| Index terms: | Statistical methods Consumer attitudes Market orientation Employees Organizations USA |
| Language: | eng |
| Abstract: | Previous research has provided strong evidence for the benefits of embracing market orientation, an organizational focus highlighting the needs of customers, and the creation of customer value. This paper extends this focus on the customer to the individual worker level. A construct, customer mind-set (CMS), is developed reflecting the extent to which an individual employee believes that understanding and satisfying customers, whether internal or external to the organization, is central to the proper execution of his or her job. The authors believe the CMS construct will allow for operational-level analysis of the extent to which a customer orientation is embraced throughout an organization, permitting managers to implement targeted improvement strategies. |
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