Search results for "customer orientation"
showing 10 items of 11 documents
Feasibility and psychometric properties of the Finnish version of the measure of processes of care for adults
2018
To assess the psychometric properties and feasibility of the Finnish translation of the measure of processes of care for adults (MPOC-A) when used in an inpatient rehabilitation setting.A feasibility study.Inpatient rehabilitation settings.A total of 858 people with severe neurological disabilities, musculoskeletal problems, and mental disorders were recruited to the study.The MPOC-A questionnaire is a self-administered questionnaire consisting of 34 items in five-factorial domains. The construct validity of the translated questionnaire was evaluated using confirmatory factor analysis. To compare the fit of the model to the fit of the independent null-model Comparative Fit Index was used. I…
Employee Satisfaction Measurement – Part of Internal Marketing
2012
Since 1980 service companies have realized that standards and technology are essential for the successful implementing of the adopted strategy, but not enough. Without employees with the proper attitude, knowledge and skills, strategy can not generate the desired results. Great service companies highlight that employees (front-line employees) are responsible for the implementation of the service strategy, their satisfaction and loyalty having a direct and strong influence on the satisfaction and loyalty of the customers. In this context, this paper aims to highlight the importance of employees in delivering reliable services, as well as how to measure employee satisfaction levels. Regarding…
The customer complaining behavior : why customers do not complain
2017
The field of the marketing has been under change since services gained attention under 1970s. The customer behavior and the relationship marketing gained it focus in the 1990s. At the same time, the need for understanding the customer complaining be-havior was noticed being vital for service management. This research is a response for the Tronvoll’s (2012) call for better understanding the customer complaining behavior. Especially, he called for investigation of what makes the customers act and behave in certain way. The intention of this study was to explore triggers, inhibits and motivators, which affect to the complaining behavior and explore the customer complaining behavior. The theore…
EFFECTS OF CUSTOMER KNOWLEDGE MANAGEMENT AND CUSTOMER ORIENTATION ON INNOVATION CAPACITY AND MARKETING RESULTS IN SMEs: THE MEDIATING ROLE OF INNOVAT…
2018
Managing customer knowledge is a key of source for SMEs. The principal aim of this paper is to provide empirical evidence on the direct effects of two specific strategic resources: customer orientation and customer knowledge management (CKM), on innovation capacity and marketing results in SMEs. The study also examines the role of innovation orientation as a mediator between customer orientation and CKM. For this purpose, a structural model was proposed and tested through an empirical investigation with variance-based structural equation modeling (PLS) using a sample made up of 210 Spanish SMEs. The findings highlight the relevance of CKM and customer orientation as important strategic res…
Customer Orientation in Logistics as a Factor Influencing Business Competitive Advantage Creation
2017
Firms are constantly looking for the ways and solutions leading to business competitive advantage creation. One of the most effective and efficient solutions of getting and maintaining sustained, long-term competitive advantage by a firm is to implement customer orientation in business management. First of all, customer orientation - perceived as a key component of market orientation - facilitates identification and fulfilment of a customer’s needs and wants. In the recent years, apart from important place and role within the marketing concept, customer orientation has been more and more frequently taken into consideration in the logistics concept. The implementation of customer orientation…
Shape and dimensional accuracy in Single Point Incremental Forming: State of the art and future trends
2007
Abstract The paper is aimed to discuss some relevant issues concerning an innovative sheet metal forming technology, namely Single Point Incremental Forming. The advantages of this technology are addressed, including its capability to provide effective answers to some impellent industrial requirements: process flexibility, strong customer orientation, production of highly differentiated goods at low industrial costs. As well some relevant drawbacks are highlighted, mainly as concerns the level of accuracy permitted by the process. A wide recognition of the research efforts in this field is presented, taking into account some general considerations on the difference sources of shape and dime…
Rehabilitation agency of older adults in group-based intervention
2019
Aims: This study investigated the individual rehabilitation agency of older adults in a one-year group-based gerontological rehabilitation context. Here, rehabilitation agency is understood as being manifested when older adults make choices and decisions regarding their everyday lives, including notions of themselves. Methods: The data were obtained via non-participant observation of the final individual goal evaluation sessions of 38 older adults with their personal counselor. In these sessions, older adults discussed their rehabilitation outcomes, actions, choices and decisions during the rehabilitation year, along with their future in home settings. The data were analyzed using qualitati…
The impact of IT and customer orientation on building trust and commitment in the supply chain
2008
The application of information technologies (IT) to logistics activities may have benefits beyond cost savings, as it can create bonds between the supply chain partners. The objective of this paper is to analyse the influence of customer orientation on the application of IT to the supply chain and of these on the development of channel relationships based on trust and commitment. A questionnaire-based personal survey was conducted among manufacturers. Structural equation modelling was used to test the hypothesis contained in the theoretical model. The results indicate that customer orientation affects the application of IT to logistics, and IT has a positive impact on manufacturer and suppl…
Development of Customer-Orientation, Brand-Orientation and Business Performance within the First Ten Years of the Firm
2017
The business performance of young firms is significantly influenced by customer- and brand-oriented capabilities. These capabilities can be sustained competitive advantages for firms from an early age on and managers need to consciously develop them over time. In the first years, the development of these firms is still highly dependent on their environment. The products and services are still under development, and there are only little resources and market information available. Therefore, the development of customer-orientation, brand-orientation and their impact on business performance at this age is crucial to be understood for founders to appropriately manage these capabilities. The pu…
Is service climate strength beneficial or detrimental for service quality delivery?
2011
This study examines whether climate strength has a direct, moderating, or curvilinear effect in the relationship between service climate and customer service quality perceptions. To this end, we carried out cross-sectional and lagged empirical studies in the Spanish hospitality sector. Our cross-sectional results confirmed that high climate strength in managerial practices fosters a positive impact of managerial practices on customer service quality evaluations. However, other results related to customer orientation of services question the idea that service climate strength is always a precursor of service quality. High climate strength in customer orientation enhanced the negative relatio…