hh.sePublications
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Analyzing Customer-Orientation Practices of Firms from a Wider Perspective
Halmstad University, School of Business and Engineering (SET), Centre for Innovation, Entrepreneurship and Learning Research (CIEL), Centre for Technology, Innovation and Marketing Management (CTIM2).ORCID iD: 0000-0002-0554-9591
2008 (English)In: Journal of Business-to-Business Marketing, ISSN 1051-712X, E-ISSN 1547-0628, Vol. 15, no 1, p. 45-72Article in journal (Refereed) Published
Abstract [en]

PURPOSE: The purpose of this study is to deepen our understanding of the extent to which a firm's customer orientation practice, and the outcome thereof, is affected by its network of exchange relationships.

METHODOLOGY/APPROACH: Building on a network approach, multiple case studies are used to highlight firms' customer-orientation and the effects thereof.

FINDINGS: Close, regular and extensive interaction and exchanges with customers and third parties have enabled each of the firms in this study to win and retain important customers over the years.

Research Implications/Limitations : Each of the PSFs' (professional services firms) customer orientation, with its concomitant result, has been facilitated by mutual value creation by the sellers and the buyers plus the sellers' exchange relationships with third parties. However, customers' interconnected relationships and a broader quantitative study incorporating several services firms need be explored in further studies.

ORIGINALITY/VALUE/CONTRIBUTION: The study provides insights into how a PSF utilizes its own capabilities and complementary capabilities from third parties to create superior value and satisfaction to customers.

Place, publisher, year, edition, pages
Binghamton, NY: Haworth Press, 2008. Vol. 15, no 1, p. 45-72
Keywords [en]
Customer-orientation, Network of exchange relationships, PSFs, Third parties
National Category
Economics and Business
Identifiers
URN: urn:nbn:se:hh:diva-1555DOI: 10.1080/15470620801946702ISI: 000256042000003Scopus ID: 2-s2.0-67649922917Local ID: 2082/1935OAI: oai:DiVA.org:hh-1555DiVA, id: diva2:238773
Available from: 2008-06-17 Created: 2008-06-17 Last updated: 2017-12-13Bibliographically approved

Open Access in DiVA

No full text in DiVA

Other links

Publisher's full textScopus

Authority records BETA

Awuah, Gabriel Baffour

Search in DiVA

By author/editor
Awuah, Gabriel Baffour
By organisation
Centre for Technology, Innovation and Marketing Management (CTIM2)
In the same journal
Journal of Business-to-Business Marketing
Economics and Business

Search outside of DiVA

GoogleGoogle Scholar

doi
urn-nbn

Altmetric score

doi
urn-nbn
Total: 347 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf