Browse > Article

A Study on the Effect of Customer Orientation to Customer Performance According to Service Mechanism  

Suh, Chang-Juck (Dept. of Business Administration, Sogang University)
Kwon, Yeong-Hoon (Division of Business, Kyungnam University)
Publication Information
Journal of Korean Society for Quality Management / v.33, no.3, 2005 , pp. 31-40 More about this Journal
Abstract
Existing researches indicated that customer orientation was related to customer performance, customer satisfaction and customer commitment positively. We investigate the effect of customer orientation to customer performance, according to service mechanism. This study extends the past researches by measuring customer orientation from customer's perspective. Results show that the effect of customer orientation to customer performance is different according to service mechanism.
Keywords
Service Quality; Customer Satisfaction; Customer Commitment; Customer Orientation;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Fisk, Trevor A., Carmheil, J., Cannizzaro, Kathleen and Naftal, Barbara(1990), 'Creating Patient Satisfaction and Loyalty', Journal of Health Care, Vol. 10, pp. 5-15
2 Babakus, E., Yavas U., Karatepe, O. M., and Avci, Turgat(2003), 'The Effect of Management Cormnitment to Service Quality on Employees' Affective and Performance Outcomes', Journal of Academy of Marketing Science, Vol. 31, pp. 272-286   DOI   ScienceOn
3 Brady, M. K. and Cronin, J.J.(2001), 'Customer Orientation: Effects on Customer Service Perceptions and Outcome Behaviors', Journal of Service Research, Vol. 3, pp. 241-251   DOI
4 Caldwell, F. D., Chatman, J. A.and O'Reilly, C. A.(1990), 'Building Organizational Commit : A Multi Firm Study', Journal of Occupational Psychology, Vol. 63. pp.245-261   DOI
5 Gutek, A. B.(1995), The Dynamics of Service : Reflections on the Changing Nature of Customer/provider Interactions, Jossey-Bass Pub. San Francisco
6 Hays, M. H. and Hill, V. A.(2001), 'A Preliminary Investigation of the Relationships Between Employee Motivation/vision, Service Learning, and Perceived Service Quality', Journal of Operations Management, Vol. 19, pp. 335-349   DOI   ScienceOn
7 William, M. and Sanchez, J.I.(1998), Service Marketing: Integrating Customer Focus Across the Firm, McGraw-Hill, Boston
8 Assael, H.(1969), 'The Constructive Role of Inter-organizational Conflict', Journal of Marketing, Vol. 47, pp. 44-54
9 박성엽(1997),'종업원 만족이 종업원의 고객 지향성에 미치는 영향에 관한 연구', 서울대학교 대학원 석사학위 논문
10 정기한, 김대업(2002), '조직몰입, 시장지향성, 조직학습의 관계에 관한 실증연구', 마케팅 과학연구, 10집, pp. 139-164   DOI
11 Jaworski, B. J. and Kohli, A. K.(1993), 'Market Orientation : Antecedents and Consequences', Journal of Marketing; Vol. 59, pp, 53-70
12 Dunlop, B. J., Dotson, M. J., and T. M. Chambers(1988), 'Perception of Real-estate Brokers and Buyers: A Sales-orientation, Customer-orientation Approach', Journal of Business Research, Vol. 17, pp. 175-187   DOI   ScienceOn
13 Deshpande, R., Farley, J. U., and Webster, F.(1993), 'Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms : A Quadrad Analysis', Journal of Marketing, Vol. 57, pp. 23-37   DOI   ScienceOn
14 Hogan, J., Hogan, R., and Bush, C. M. (1984), 'How to Measure Service Orientation', Journal of Applied Psychology, Vol. 69, pp. 167-173   DOI
15 Narver, J. C. and Slater, S. F.(1990), 'The Effect of Customer Orientation on Business Profitability', Journal of Marketing, Vol. 54, pp.20-35   DOI   ScienceOn
16 Williams, J. L. and Hazer J. T.(1986), 'Antecedents and Consequences of Satisfaction and Commitment in Trust Models', Journal of Applied Psychology, Vol. 71, pp. 219-223   DOI
17 Gutek, A. B.(1999), 'The Psychology of Service Interactions', Journal of Social Issues, Vol. 55, pp, 603-617   DOI   ScienceOn
18 Matsuno, Ken, Mentzer, J. T. and Ozsomer, AyseguI(2002), 'The Effects of Entrepreneurial Proclivity and Market Orientation on Business Performance', Journal of Marketing, Vol. 66, pp. 18-32   DOI   ScienceOn
19 Saxe, R. and Weitz, B. A.(1982), 'The SOCO Scale : A Measure of the Customer Orientation of Salesperson', Journal of Marketing Research, Vol. 19, August, pp. 15-31
20 Singh, J.(1993), 'Boundary Role Ambiguity : Facet, Determinants, and Impacts', Journal of Marketing, Vol. 57, pp. 11-33   DOI   ScienceOn
21 Levitt, B. and March, J. G.(1988), 'Organizational Learning,' Annual Review of Sodology, Vol. 14, pp. 319-340   DOI   ScienceOn
22 Kelley S. W.(1992), 'Developing Customer Orientation Among Service Employees' Journal of the Academy of Marketing Science, Vol. 20, pp. 27-36   DOI
23 Brown, G., Widing, R. E., and Coulter, R. L.(1991), 'Customer Evaluation of Retail Salespeople Utilizing the SOCO Scale : A Replication, Extension, and Application', Journal of the Marketing Science, Vol. 19, pp.347-351   DOI
24 Berry, L. and Parasuraman, A.(1991), Marketing Services, The Free Press, New York
25 Eisenberger, R., Fasolo, P. and LaMastro, V. D.(1990), 'Perceived Organizational Support and Employee Diligence, Communication, and Innovation', Journal of Applied Psychology, Vol. 75, pp. 51-59   DOI
26 Donavan D. T. and Hocutt, M. A.(2001), 'Customer Evaluation of Service Employee's Customer Orientation: Extension and Application, Journal of Quality Management, Vol. 6, pp. 293-306   DOI   ScienceOn
27 Reicher, A. E.(1985), 'A Review and Reconceptualization of Organizational Commitment', Academy of Management Review, Vol. 10, pp. 465-476   DOI   ScienceOn
28 Nunnally, J. C.(1978), Psychometric Theory, 2nd ed., New York; McGraw-Hill Book Company
29 Moorman, C., Deshpande, R., and Zaltman, G.(1993), 'Factor Affecting Trust in Market Research Relationships', Journal of Marketing Research, Vol. 29, pp.314-329   DOI   ScienceOn
30 Day, G. S. and Wensley, R.(1988), 'Assessing Advantage: A Framework for Diagnosing Competitive Superiority', Journal of Marketing, Vol. 50, pp. 1-20   DOI   ScienceOn
31 Morgan R. M. and Hunt, S. D.(1994), 'The Commitment-trust Theory of Relationship Marketing', Journal of Marketing, Vol. 58, pp. 20-35
32 Porter, L. W. R. Steers, M., Mowday, R. T., and Boulian, P. V.(1974), 'Organizational Commitment, Job Satisfaction and Turnover Among Psychiatric Technicians', Journal of Applied Psychology, Vol. 59, pp. 603-609   DOI
33 Hoffman, K. D. and Ingram, T. N.(1991), 'Creating Customer-Oriented Employees:He Case In Home Health Care', Journal of Heal Care marketing; Vol. 11, No.2, June, pp. 24-32
34 Tadapelli, R.(1991), 'Perception of Role Stress by Boundary Role, Persons: An Empirical Investigation', Journal of Applied Behavioral Science, Vol. 27, pp. 490-514   DOI   ScienceOn