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A value-based perspective of market orientation and customer service

Author

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  • Chen, Shu-Ching
  • Quester, Pascale G.

Abstract

This study aimed to build a model of business performance based on customer value-defined market orientation. In the context of a service retail industry, both firms’ and customers’ perspectives were involved in the development of the construct, using such dimensions as management support, employee efforts and customer satisfaction. The authors undertook a large-scale fieldwork to collect matched response data from firms and consumers and to test the proposed model. The results provide empirical evidence of the effects of a customer value-based market orientation on business performance, measured in terms of customer retention. In addition, this study identified three drivers of employees’ effort to implement market orientation from a value perspective.

Suggested Citation

  • Chen, Shu-Ching & Quester, Pascale G., 2009. "A value-based perspective of market orientation and customer service," Journal of Retailing and Consumer Services, Elsevier, vol. 16(3), pages 197-206.
    • Handle: RePEc:eee:joreco:v:16:y:2009:i:3:p:197-206
    DOI: 10.1016/j.jretconser.2008.11.015
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    References listed on IDEAS

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    1. Gordon E. Greenley, 1995. "Forms Of Market Orientation In Uk Companies," Journal of Management Studies, Wiley Blackwell, vol. 32(1), pages 47-66, January.
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    3. Webb, Dave & Webster, Cynthia & Krepapa, Areti, 2000. "An Exploration of The Meaning and Outcomes of a Customer-Defined Market Orientation," Journal of Business Research, Elsevier, vol. 48(2), pages 101-112, May.
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    6. Slater, Stanley F. & Narver, John C., 1994. "Market orientation, customer value, and superior performance," Business Horizons, Elsevier, vol. 37(2), pages 22-28.
    7. Felix T. Mavondo & Mark A. Farrell, 2000. "Measuring Market Orientation: Are There Differences Between Business Marketers and Consumer Marketers?," Australian Journal of Management, Australian School of Business, vol. 25(2), pages 223-244, September.
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    Cited by:

    1. Dany Vyt & Magali Jara & Olivier Mevel & Thierry Morvan & Nélida Morvan, 2022. "The impact of convenience in a click and collect retail setting: A consumer-based approach," Post-Print halshs-03624658, HAL.
    2. Jin-An Huang & Chi-Shiun Lai & Jer-San Hu & Rhay-Hung Weng, 2014. "The impact of market orientation on patient loyalty: the mediation of relationship quality," Service Business, Springer;Pan-Pacific Business Association, vol. 8(4), pages 499-515, December.
    3. Mohd Ab Hamid, 2015. "Value-based performance excellence model for higher education institutions," Quality & Quantity: International Journal of Methodology, Springer, vol. 49(5), pages 1919-1944, September.
    4. Vyt, Dany & Jara, Magali & Mevel, Olivier & Morvan, Thierry & Morvan, Nélida, 2022. "The impact of convenience in a click and collect retail setting: A consumer-based approach," International Journal of Production Economics, Elsevier, vol. 248(C).
    5. Gahinet, Marie-Christine & Cliquet, Gérard, 2018. "Proximity and time in convenience store patronage: Kaïros more than chronos," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 1-9.
    6. Watson, Stevie, 2012. "Consumer responses to service situations: Tests for main and interaction effects," Journal of Retailing and Consumer Services, Elsevier, vol. 19(3), pages 287-296.
    7. Sirieix, Lucie & Remaud, Hervé & Lockshin, Larry & Thach, Liz & Lease, Terry, 2011. "Determinants of restaurant's owners/managers selection of wines to be offered on the wine list," Journal of Retailing and Consumer Services, Elsevier, vol. 18(6), pages 500-508.
    8. Gholamreza Jandaghi & Ali Mokhles & Hassan Kharazi, 2011. "Market-Orientation and Its Impact on the Performance of Asia Insurance Company in Kerman Province," Journal of Economics and Behavioral Studies, AMH International, vol. 3(1), pages 1-7.

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