Customer Orientation Research Articles

The effect of environmental competitiveness, customer and competitor orientation on export performance

PurposeCustomer orientation (CO) means meeting customers’ needs better than competitors. Competitor orientation means using and acting upon the knowledge of competitors. Thus, the main aim of this study is to analyze the effects of environmental competitiveness on export performance by examining the moderating roles of these variables.Design/methodology/approachBased on data from 5,000 firms from a survey run in 2021 in Turkey facilitated by the Chamber of Commerce, the authors tested their hypotheses using partial least squares structural equation modeling and correlation analysis.FindingsThe results show that competitor orientation positively affects the relationship between a competitive environment and export performance. However, the authors do not find evidence of a significant effect on CO.Practical implicationsService sector managers should sacrifice customers to gain export market share in favor of superiority with competitors.Originality/valuePrior research has yet to emphasize the importance of competition intensity in export performance for service-logistics firms. However, the environmental competitiveness–performance relationship is better explained with the help of these test results and the two additional moderators suggested in this work. Moreover, the export performance indicators were gathered from an independent source.

Orientation and absorptive capacity towards sustainability: a missing link between sustainability and performance

PurposeThis study investigates economic sustainability through orientation and absorptive capacity.Design/methodology/approachThe researchers developed a conceptual framework based on vigorous literature for this investigation. This study targeted managers from Pakistan's SME sector as respondents and employed cross-sectional data. In total, the authors based this study's findings on 192 valid cases.FindingsThe structural equation modeling (SEM) results highlight that innovation orientation (IO), customer orientation (CO), supplier orientation (SO), network orientation (NO) and absorptive capacity (AC) have significant effects on economic sustainability (ES). Moreover, this study's findings show that ES significantly predicts environmental sustainability (ENS). Finally, the results also demonstrate that ES and ENS positively and substantially affect financial performance (FP).Practical implicationsThis study's findings help SMEs continue sustainable business practices by avoiding adverse environmental effects and ongoing climate changes. This study's findings contribute also to the manufacture of eco-friendly environmental products to reduce the contamination of the environment. Financial institutions and policymakers would boost SME owners' capacity and the obtainability of financial resources to improve Pakistani SMEs’ sustainable economic and environmental performance.Originality/valueThis study's findings help to enrich environmental and economic sustainability and, more significantly, for developing countries.

When Business Model Innovation Creates Value for Companies: A Meta‐Analysis on Institutional Contingencies

AbstractUsing a meta‐analysis based on 147 primary studies from 27 countries, we synthesize extant knowledge on the relationship between business model innovation (BMI) and firm performance. Our results show that the positive BMI‐firm performance relationship is robust across various conceptualizations of and measures for BMI. Building on prior research suggesting that not all companies benefit equally from engaging in BMI, we set out to study important institutional‐level contingencies for the BMI‐performance relationship. We build on the institution‐based view as theoretical perspective and combine it with insights from the innovation literature to theorize that the magnitude of the positive effect of BMI on firm performance depends on institutional contingencies, specifically national culture and pro‐market institutions, because these national institutions affect BMI‐driven organizational learning processes. Specifically, we argue and show that the positive relationship between BMI and performance is weaker in countries characterized by high levels of masculinity and individualism, and stronger in countries characterized by high levels of customer orientation, economic freedom, and education. Besides the country‐level contingencies, the inclusion of various control variables in our meta‐analysis also reveals that, even if located in the same institutional environment, start‐up firms benefit more from BMI than mature firms and that there are no observable differences regarding BMI benefits among different industries. Moreover, a nuanced analysis shows that the positive effect on performance is stronger when BMI rely on changes in cognitive schemas compared to BMI that are of more technical nature.

Exploring the Effect of E-Business Operations on E-Business Performance: Moderating Effect of Responsiveness to the Supplier

Extant research on service operations has called for investigating the link between e-retailers’ e-business operations and e-business performance. In addition to investigating this link, this study examined whether such links are moderated by an e-retailer’s responsiveness to the supplier. Since, as previous studies have shown, web store suppliers play an essential role in e-retailers’ value creation, it is important to study how the cooperation between the parties works. The data were collected from Finnish e-retailers through a survey, and the results revealed that one component of e-business operations, namely customer orientation, significantly impacts both the e-retailer’s financial and operational performance, while service maintenance and customization do not affect e-business performance. Responsiveness to the supplier, it was also found, exerts a statistically significant positive moderating effect on the relationship between the e-retailer’s customer orientation and financial performance. Moreover, to boost e-business performance, web store suppliers could take a more active part in e-retailers’ business operations. By focusing on the link between web store suppliers and e-retailers, this study brings awareness to the less-studied role of web store suppliers in e-retailers’ performance and offers a new perspective.

The Effect of Abusive Supervision on Leadership Identification and Customer Orientation and Its Impact on Job Performance

Based on Social Identity Theory dan Conservation of Resources Theory, this study aims to examine the effect of Abusive Supervision on Leadership Identification and Customer Orientation, the effect of Leadership Identification on Job Performance, the effect of Customer Orientation on Job Performance, and the effect of Abusive Supervision on Job Performance. The type of research is Explanatory Research. The number of samples in this study were 200 salespeople at a retail store in Pamekasan Regency, Data collection using a questionnaire, with simple random sampling method. Data analysis using Structural Equation Model-AMOS. The results showed that: Abusive Supervision have a negative and significant effect on Leadership Identification, Abusive Supervision have a negative and significant effect on Customer Orientation, Leadership Identification have a positive and significant effect on Job Performance, and Customer Orientation have a positive and significant effect on Job Performance

Tematic Mapping Study Tourism Business With An Entrepreneurial Marketing Perspective

This research aims to explore and categorize existing entrepreneurial marketing in tourism literature to identify the state-of-the-art and research gaps. We conducted a systematic mapping study approach to analyze, categorize and map relevant research areas. The mapping was based on the focus, methods, design, and research trends obtained through the Scopus international publication database. Our mapping found 28 relevant articles out of 367 published from 1986-2021. Our findings suggest that the highest development trend was generated in 2019. Customer orientation is the most common focus. Hospitality became the most popular in this study. Furthermore, evaluation research with a qualitative interview design is the most widely used in this study. We conducted a systematic mapping study to provide an overview and status of the research and serve as a guide to identify state-of-the-art future research .

Impact of Customer Relationship Management on the Performance of Hotels of Quetta

The paper examines the impact of Customer Relationship Management (CRM) on the performance of hotels of Quetta City. It is critical for businesses to understand the importance of CRM for sustainability and acquiring a competitive advantage in the industry. The hospitality industry is constantly focusing on CRM to properly understand the needs of their customers so that they can enhance their services. The paper uses a quantitative research approach by collecting information from customers of hotels of Quetta about their performance. A sample of 100 customers was used for the study with the help of a questionnaire. The data was collected and analyzed be done to assess the impact of CRM on Firm Performance of the hotels. It was determined that technology-based CRM is the most critical factor for improving performance, secondly customer orientation and finally knowledge management should be focused if hotels want to improve their financial performance in Quetta. The study helps the hotels of Quetta to assess their current firm’s performance and understand the important strategic changes they will need to further improve their performance to satisfy their customers.

The Role of Customer Orientation in the Operation of SMEs

Micro, small and medium-sized enterprises play a key role in the economy, as they contribute tangibly to the improvement of the competitiveness of the given country, and, thanks to their high market coverage, they provide a high number of workplaces. Businesses, however, have to face many challenges, as the coronavirus epidemic has made it very difficult to acquire customers. We can say that in the current situation, corporate success is closely related to customer satisfaction. During the research presented in this study, we examined the effect of the coronavirus epidemic on the sales promotion of micro, small and medium-sized enterprises with regard to customer focus in both Hungary and Slovakia. By analysing the collected primary data, we examined our formulated hypothesis that the more attention the company pays to market research, the easier it is to address customers in the given market. As a result of the testing, in the case of both countries, it can be said that if companies pay more attention to market research, they are more easily able to address the audience in the given market.

REFORM OF PUBLIC SERVICE PROVISION SYSTEMS: WORLDWIDE EXPERIENCE

Ukraine's orientation towards European and Euro-Atlantic integration, effective operations, and the recovery of Ukraine during wartime and the post-war period require reforms aimed at providing public services in modern conditions, aligning their provision with relevant standards, and improving their quality. This publication addresses the necessity of studying global practices in public service delivery to develop recommendations for enhancing their quality under contemporary circumstances in Ukraine. The analysis conducted in the publication can be summarized from several perspectives: Decentralization: the degree of decentralization was different. Where governments were concerned with maintaining same and equal access to services, such as in education services in France and Austria, strong central control was maintained, and local authority was limited. Accountability: N. Flynn and L. Strehl expressed serious concern in their work about the confusion regarding who is accountable to whom, for what, and when. In the Netherlands, for example, it was unclear who would be responsible for the deterioration of the quality of public services at the municipal level if budgetary funds proved to be insufficient. Personnel Management: In all the countries considered at that time, there was an increase in investments in the development and training of public service providers. A growing customer-oriented approach was identified. However, not all training programs focused on service management and customer orientation. For instance, training to promote the development of an active citizenship formation was widespread, which was considered important for ensuring the provision of quality public services. Financial Management: Budgeting was a common practice, and there was a departure from traditional approaches to public sector budgeting. Overall, changes in financial management in all countries highlighted the importance of business planning and measuring the effectiveness of public authorities' activities. Interaction with the Private Sector: The authors found evidence that public services in many countries were disillusioned with market forces and market competition, often associated with the inability of markets to deliver promised improvements. As a result, in countries such as New Zealand, the Netherlands, and Sweden, policies began to emphasize non-competitive ways of enhancing the efficiency of public service organizations. Different reasons are cited from country to country. In the UK, for instance, a high level of expenses related to contracting and administering public service delivery contracts by private organizations was noted. Despite many changes aimed at improving the quality of public services, which were initially made to achieve specific political goals, there were also entirely objective grounds for implementing these changes. Factors driving and continuing to drive the necessity of introducing changes both to the public services themselves and to the management systems of their provision including: reduction of government expenditures in some areas and their increase in others; emphasis on the public as a client and customer choice; replacement of administrators with managers in the public service; blurring the lines between private and public sectors; demographic changes such as aging; introduction of performance management in public authority activities; adoption of information technologies in public authority activities; increased citizen discernment regarding public services; the influence of globalization on domestic markets; extensive privatization of state and municipal property.

Impact of customer and entrepreneuroriented marketing on business performance: an empirical evidence of SMEs in Russia

This paper aims to investigate the impact of marketing activities on the successful development of small and medium-sized enterprises (SMEs). It identifies and analyzes a set of customeroriented business processes and entrepreneurial marketing competencies designed to profit SMEs. Based on the literature review, the concept of a “marketing model” has been defined as a customer-oriented value system, a set of marketing competences, and marketing business processes. It is hypothesized that not only the customer and entrepreneurial orientations influence SME marketing models, but also basic and dynamic marketing competences and marketing business processes. External and internal factors that influence the development of marketing models are identified, as well as specific characteristics of SME marketing models and the logic of their development. Interview analysis and data content analysis were used to process qualitative data. This study comprises quantitative methods (via survey), combined with further data processing by regression, cluster analysis (IBN SPSS), SEM (IBN SPSS Amos) and the logistic regression methods (logit model). The focus of this research is to analyze the development patterns and specifics of SME marketing modeling to ensure effectiveness and growth of small business. The results of this research demonstrate improvement in the diagnosis and performance evaluation of SMEs and can be utilized by practicing entrepreneurs, SME business owners, and the academic community.

The Role of Customer-Fit Reconfiguring Capability on the Influence of Customer Orientation on Salesperson Performance

Purpose: This study aims to determine the role of customer-fit reconfiguring capability on the influence of customer orientation on salesperson performance. This is a causality study where researchers will look for causal relationships from customer orientation, customer-fit reconfiguring capability, learning capability, adaptive selling, and salesperson performance. Theoretical framework: The theoretical framework of the study uses Resources Advantages Theory (Hunt and Morgan, 1995). The study develop theory to synthesize new mediating variable that solve research gap. Design/methodology/approach: This research is exploratory studies and basic study to develop theory. This study test 320 insurance agent in Indonesia. Data analysis using SEM-PLS. Findings: The results of this study stated that customer orientation and adaptive selling had no significant effect on salesperson performance, but learning capability and customer-fit reconfiguring capability has a significant and positive effect on salesperson performance. Customer orientation, learning capability and adaptive selling significantly and positively affects customer-fit reconfiguring capability. Customer orientation, learning capability, and adaptive selling significantly and positively affects salesperson performance by mediating customer-fit reconfiguring capability. The role of customer-fit reconfiguring capability is a full mediation on the influence of customer orienatation on salesperson performance. Research, Practical & Social implications: We suggest customer-fit reconfiguring capability as a new capability for salesperson to enhance salesperson performance. Originality/value: The study synthesizes new variable as a mediation variable in causal relationship between customer orientation, learning capability, adaptive selling, and salesperson performance.

Some agents are more similar than others: customer orientation of frontline robots and employees

PurposeThe impact of frontline robots (FLRs) on customer orientation perceptions remains unclear. This is remarkable because customers may associate FLRs with standardization and cost-cutting, such that they may not fit firms that aim to be customer oriented.Design/methodology/approachIn four experiments, data are collected from customers interacting with frontline employees (FLEs) and FLRs in different settings.FindingsFLEs are perceived as more customer-oriented than FLRs due to higher competence and warmth evaluations. A relational interaction style attenuates the difference in perceived competence between FLRs and FLEs. These agents are also perceived as more similar in competence and warmth when FLRs participate in the customer journey's information and negotiation stages. Switching from FLE to FLR in the journey harms FLR evaluations.Practical implicationsThe authors recommend firms to place FLRs only in the negotiation stage or in both the information and negotiation stages of the customer journey. Still then customers should not transition from employees to robots (vice versa does no harm). Firms should ensure that FLRs utilize a relational style when interacting with customers for optimal effects.Originality/valueThe authors bridge the FLR and sales/marketing literature by drawing on social cognition theory. The authors also identify the product categories for which customers are willing to negotiate with an FLR. Broadly speaking, this study’s findings underline that customers perceive robots as having agency (i.e. the mental capacity for acting with intentionality) and, just as humans, can be customer-oriented.

The Effects Of Customer Orientation, Competitor Orientation, And Promotion On The Marketing Performance Of Logistics Companies In Surakarta City

This study aims to explore the effects of customer orientation, competitor orientation, and promotion on marketing performance of logistics companies in Surakarta City. The research design employed a quantitative approach, utilizing a sample population of micro, small and medium-sized enterprises (MSMEs) in the expeditions or courier services sector. Data collection involved questionnaires and secondary data obtained from the Departement of Cooperatives, MSMEs, and Industry in Surakarta City. Descriptive statistics and regression analysis were used to analyze the data. The result of hypothesis testing revealed that customer orientatiom, competitor orientation, and promotion did not have a significant effect on the marketing performance of expedition services companies in Surakarta City. These findings contribute to the existing body knowledge and provide practical implications for logistics companie in Surakarta City to enhance their marketing strategies and overall performance. In conclusion, customer orientation, competitor oerientation, and promotion were found to be insignificant factors influencing the market performanceof logistics companies in Surakarta City. This reserach highlights the need for tailored strategies and futher investigations in the logistics industry. The implications of these findings provide insights for policy and practical in enhancing marketing strategies and suggest avenues for future studies in this context.

Pursuing Venture Growth Through External Participation Among Entrepreneurs in the Philippines: Evidence from the Global Entrepreneurship Monitor

In pursuing entrepreneurial venture growth, domestic market expansion strategies such as product development, innovation, and diversification need to be reinforced by looking at international opportunities. We establish the power of external participation, composed of the foreign customer and export orientations, in driving entrepreneurial venture growth. By subjecting the Global Entrepreneurship Monitor data for the Philippines, for the years 2013, 2014, and 2015, to a linear generalised method of moments regression analysis, we found evidence that external participation is a significant in ensuing entrepreneurial venture growth. Our emergent empirical findings are as follows: entrepreneurial strategies on external participation are positively and highly statistically significant in positively making a difference on entrepreneurial venture growth; and export orientation can significantly drive entrepreneurial venture growth. Hence, we recommended policies and strategies that will capacitate Philippine enterprises to produce internationally oriented products and allow them to increase their external participation through enhanced access to global markets and value chains.

The Effect Of Market Orientation and Customers Convection Business Marketing Performance in the City of Palembang

This study aims to analyze the influence of orientation and customers on the marketing performance of convection businesses in Palembang City (Study on Convection Businesses in Palembang City). The benefits of this research theoretically can add to knowledge and as reference material for future research. This study uses a quantitative methodology. Quantitative research is research that uses data analysis in the form of numbers. The independent variables in this study are market orientation, customer orientation, and the dependent variable is marketing performance. Based on the results of the study, it shows that market orientation has a significant effect on marketing performance, while customer orientation does not have a direct effect on marketing performance in the convection business in the city of Palembang.

The Effect of Corporate Social Responsibility on Competitive Advantage through Organizational Learning in the Jordanian Industrial Sector

This study not only attempts to stress the direct effect of corporate social responsibility on competitive advantage but also the mediating effect of organizational learning at Jordanian industrial companies. In order to evaluate the relationships, the researcher uses a quantitative research method in which a questionnaire is designed based on previous studies. The questionnaire included 38 Likert scale items distributed to 325 top and middle managers working at Jordanian industrial companies registered on ASE. Data is analyzed using SPSS. The results show that only two dimensions of corporate social responsibility (public, customer, and employee orientation, and fair operation) significantly impact competitive advantage. Also, it has been found that organizational learning mediates the impact of two dimensions of corporate social responsibility (public, customer, and employee orientation, and fair operation) on competitive advantage. The originality of this study stems from the mediating impact of organizational learning on the relationship between corporate social responsibility and competitive advantage, particularly in the manufacturing industry of Jordan. The researcher made some recommendations to management in which using organizational learning capabilities can explain the influence of corporate social responsibility on taking advantage of corporate resources.

Whose customer orientation? Exploring the relationships between leaders, team customer orientation climate and customer satisfaction

PurposeTeam leaders play a vital role in achieving superior team performance. However, their role in implementing the organizational customer orientation strategy is not well understood. Drawing on social exchange theory, this study investigates how team leader customer orientation affects team customer orientation climate and team performance (i.e. customer satisfaction) as well as the moderating role of transformational leadership in such effect.Design/methodology/approachThis study builds on survey data collected from matched team leaders, employees and customers nested in 81 service teams and employs hierarchical multiple regression analysis to test the hypotheses.FindingsThe findings indicate that team leader customer orientation increases team customer orientation climate, which leads to a higher level of customer satisfaction. Leaders' transformational leadership moderates the link between a leader customer orientation and team customer orientation climate in an unexpected way. When a team leader is transformational, the team customer orientation climate is enhanced, regardless of the level of team leader customer orientation. When a team leader's transformational leadership is low, the higher leader customer orientation is and the higher team customer orientation climate is.Originality/valueThis study contributes to the customer orientation, transformational leadership and service literature by unraveling team leaders' roles in boosting team customer orientation climate and team effectiveness.

The correlation between quality change management and process implementation with financial and non-financial market performance in south-eastern Europe companies

This study aims to analyze the impact of overall quality management on company performance by examining the relationship between operational performance and customer orientation, commitment to top management, employee focus on the job, and process approach. The study employs a quantitative approach using statistical analyses, such as KMO and Bartlett's factor analysis, correlation analysis and t-tests to test the research econometric model. The results revealed a positive correlation between operational performance (financial and non-financial) and customer orientation with a coefficient of 0.164. Additionally, the study found a significant correlation between commitment to top management (coefficient p = 0.654), employees’ focus on the job (coefficient p = 0.378), and process approach (coefficient p = 0.387). Overall quality management can be considered a strategic commitment of a company to create value for customers and owners based on quality. The commitment of top management to continuously improve the quality of all aspects of the business is crucial in achieving this goal. The study's findings suggest that companies can benefit from implementing overall quality management practices to improve their performance. By prioritizing customer orientation, committing to top management, and focusing on employee job satisfaction and process approach, companies can create a competitive advantage through their commitment to quality.

Putting the customer at the center: does store managers' ethical leadership make a difference in authentic customer orientation?

PropósitoEl propósito de este artículo es explorar el papel mediador del clima ético y la intención ética de los empleados de primera línea en la relación entre el liderazgo ético de los directores de tienda y la orientación al cliente de los empleados de primera línea (FECO).Diseño/metodología/enfoqueLos autores utilizaron datos originales de pequeñas y medianas empresas ubicadas en la industria minorista mexicana. Una encuesta proporcionó una muestra de 332 empleados de primera línea. Para comprobar las hipótesis, los autores realizaron un análisis por mínimos cuadrados parciales (PLS).ResultadosLos resultados muestran cómo el efecto positivo del liderazgo ético es principalmente directo. Esto puede ser explicado fundamentalmente a través de los mecanismos de la teoría del intercambio social. Adicionalmente, los resultados mostraron que el clima ético y la intención ética actúan como mediadores parciales esenciales.Originalidad/valorAunque el liderazgo ético de los directivos suele ejercer una influencia directa y positiva en el rendimiento laboral de los empleados, no se ha estudiado con frecuencia la vía que relaciona el liderazgo ético de los mandos superiores con este resultado, especialmente en lo que se refiere a su impacto en la satisfacción de las necesidades de los clientes (es decir, la orientación al cliente de los empleados de primera línea, o FECO). Este estudio amplía los conocimientos actuales al considerar que un verdadero FECO está necesariamente vinculado a estar “orientado a los demás”, lo que se ve favorecido por la percepción de que los valores morales (es decir, la honestidad) están arraigados en la cultura de la organización.

Business Performance in Automotive Vehicle Customs Business in Indonesia

Purpose: This study aims to determine Business Performance in Automotive Vehicle Customs Business in Indonesia. This study uses the RBV basis in analyzing phenomena and research findings. The population of this study is the owners of customs workshops throughout Indonesia.
 Method:The number of samples is determined using the Isaac table equation to obtain a total sample of 300 respondents. Data collection uses questionnaires that are distributed offline and online. Data measurement uses answers Strongly Agree, Agree, Disagree, Strongly Disagree, with a rating scale of 1 to 4. Data processing uses the SMART PLS3 application. The results of this study found that Customer Orientation, Adaptive Technology, and Marketing Capability had a positive effect on the Business Performance of custom workshops. This can be seen from the results of the discriminate validity test and the final result of Smart PLS3 data processing.
 Result: This study found that Customer Orientation, Adaptive Technology, and Marketing Capability positively affected the Business Performance of custom workshops. This can be seen from the results of the discriminate validity test and the final result of Smart PLS3 data processing. The findings of this study support the study that Customer Orientation towards repair shop customers, Adaptive Technology of workshops in the production of custom motorbikes, and Marketing Capability owned by custom repair shops have a good effect in the long term. This is strengthened because the custom workshop is a service industry that prioritizes the needs and desires of its customers; they work and produce based on online and offline market demands apart from the needs of company assets. The public and their customers will notice the use and application of technology in completing custom motorbikes. This is the opinion given by the custom builders that I met. They explained that in the production of custom motorcycles, we must meet the needs and wishes of customers, which will affect market demand for custom motorcycle orders that we will work on later. These results support the finding that research on custom builders will increase if we can meet the needs and desires of consumers and markets on a widespread or commercial basis.