haku: @author Pitt, L. / yhteensä: 23
viite: 12 / 23
| Tekijä: | Caruana, A. Pitt, L. Berthon, P. |
| Otsikko: | Excellence-market orientation link: Some consequences for service firms |
| Lehti: | Journal of Business Research
1999 : JAN, VOL. 44:1, p. 5-15 |
| Asiasana: | Market orientation Service Companies Performance appraisal Models United Kingdom |
| Kieli: | eng |
| Tiivistelmä: | The possible interrelationships among four constructs, that is, excellence, market orientation, management of expectations, and service reliability, are considered. Proposals concerning the interrelationships among these constructs are made, and model of their relationship to business performance is specified. The model is tested with data from a sample of larger U.K. service firms, and the relationships are analyzed using LISREL. The research implications for academics, and the ramifications for practitioners are discussed. Results highlight the role that management of expectations plays in moderating the relationship btw. excellence and business performance. |
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