haku: @journal_id 107 / yhteensä: 629
viite: 128 / 629
| Tekijä: | Johnson, M. D. Herrmann, A. |
| Otsikko: | Taking a customer orientation |
| Lehti: | Unternehmung
1998 : HEFT 3, VOL. 52:3, p. 131-143 |
| Asiasana: | CUSTOMERS CONSUMER BEHAVIOUR COMPANIES ECONOMIC PERFORMANCE MODELS GERMANY |
| Kieli: | eng |
| Tiivistelmä: | In spite of the growing attention given to customers, and the evidence of links btw. economic performance and customer satisfaction, few companies are truly customer orientated. The orientation includes not only understanding customer needs but also the ability to disseminate the information on customer needs throughout the organization. In addition, there is the need to be able to act on the information on needs on a continuous basis. The authors of the article describe a process framework, called the four phases of customer orientation, designed to help firms to assess their customer orientation and to understand how to move the process forward. The framework is used to analyze the customer orientation of German companies, and also identify the challenges they face in an increasingly global and competitive economy. |
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