Customer Orientation and Performance of Women‐Owned Businesses: A Configurational Approach

Neneh, Brownhilder Ngek

doi:10.1111/jsbm.12468

Cited by 21 publications

(45 citation statements)

References 94 publications

(234 reference statements)

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“…Others have posited that in today's competitive business environments, businesses that have knowledge about, and understand, their customers gain competitive advantage (Kumar et al, 2006;Pérez-Luño et al, 2016) through providing products that customers need, which leads to improved customer relationship management, customer satisfaction, and loyalty (Anderson et al, 2007). According to Neneh (2019), successful businesses, specifically in the MB retail sector, are those that have sufficient knowledge of the customers' needs and the prevailing products that the customers are willing to buy to meet their needs. Polo Peña et al 2016argue that successful businesses are those that design and implement customer-oriented business strategies.…”

Section: Knowledge About Customers and Productsmentioning

confidence: 99%

“The person with maximum knowledge will win the race”: Conceptualizing knowledge in microbusinesses

Haq

Davies

2020

Journal of Small Business Management

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The concept of knowledge and the process of knowledge sharing in ethnic minority microbusinesses remain neglected in contemporary debates even if their role for economic development is recognized. Drawing on a culturalist view, we explore how knowledge is defined and shared in a local niche market. Thematic analysis of semistructured qualitative interviews with 32 ownermanagers and 11 employee-managers reveals that, contrary to studies on larger firms, local knowledge creation and sharing narrowly based on ethnic strengths are valuable sources of competitive advantage. Our study has implications for researchers, policymakers, and practitioners in exploring, supporting, and integrating ethnic minority microbusinesses.

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Section: Knowledge About Customers and Productsmentioning

confidence: 99%

“The person with maximum knowledge will win the race”: Conceptualizing knowledge in microbusinesses

Haq

Davies

2020

Journal of Small Business Management

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“…Competitiveness is linked to a number of adaptive characteristics and aspects of success including need to achieve (Smither & Houston, 1992) as well as self-efficacy, conscientiousness, and performance (Brown, Cron, & Slocum, 1998). Recently, Neneh (2018) found that competitiveness mediates the process of opportunity recognition and action taking that is associated with success and achievement. While several lines of inquiry support the conceptual link between grit and competitiveness, research by Dugan, Hochstein, Rouziou, and Britton (2019) provides empirical evidence linking competitiveness and grit, finding they are positively correlated and both predict higher sales performance.…”

Section: Study 1: the Bright And Dark Aspects Of Gritmentioning

confidence: 99%

The Bright and Dark Aspects of Grit in the Pursuit of Success

et al. 2020

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Grit, defined as passion and perseverance for long-term goals, predicts success in a number of social domains. The present two studies examined grit and its subscales, and how these relate to both adaptive and maladaptive personality traits pertaining to success. For Study 1, based on data from 249 participants, results indicated that grit was correlated positively with proactive personality, personal growth initiative, and competitiveness, and the perseverance subscale also was correlated positively with self- and other-oriented perfectionism. The findings of Study 1 led us to further explore the dark aspects of grit in Study 2: based on data from 222 participants, results indicated that grit was correlated negatively with Machiavellianism, hypercompetitiveness, and most forms of narcissism but positively correlated with adaptive grandiose narcissism. Collectively, results reveal grit to be a positive, adaptive trait but raise questions regarding the perfectionistic tendencies of gritty individuals and the unitary nature of the construct.

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“…In addition, the fact that customer-oriented enterprises can better and effectively adjust their products and services to meet market demand gives them a competitive advantage and can easily surpass their competitors (Feng et al, 2012;Ziggers and Henseler, 2016). This view is supported by many studies (Neneh, 2019;Pongwirithon and Awirothananon, 2014), which report a significant positive correlation between customer orientation and performance.…”

Section: The Effect Of Customer Orientation On Mne Performancementioning

confidence: 91%

“…Customer-oriented enterprises usually obtain information from customers and use it to formulate appropriate strategies to meet the general needs of customers. It is for this reason that customer orientation is an essential element of performance (Neneh, 2019). Through literature review, scholars generally agree that the service process is closely related to customer value, on the other hand, they also agree that customer orientation promotes enterprise performance.…”

Section: The Effect Of Customer Orientation On Mne Performancementioning

confidence: 99%

Cultural distance and customer orientation strategy of Chinese service MNEs under the belt and road initiative

Fan

2021

CCSM

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PurposeThe purpose of this paper is to explore mechanisms of cultural distance in the base of Chinese Service Multi-National Enterprise (MNE) settings. When attempting to enter overseas markets, many service MNEs face challenges caused by the cultural distance between the home and host countries. Culture distance attracts much attention in academia and industry. However, there are few empirical works to examine how cultural distance affects customer orientation strategies in a global supply chain. This paper aims to answer the following research question: How is the effect of cultural distance on customer acquisition and customer retention strategies, and the effect of customer orientation strategies on the performance of service-oriented MNEs controlled by Chinese capital along the Belt and Road Initiative?Design/methodology/approachThis paper examines the effect of cultural distance on the customer acquisition strategy and customer retention strategy, and the effect of customer orientation strategies on the performance of Chinese Service MNEs. A large-scale empirical study of Chinese Service MNEs operating in overseas markets is performed and questionnaires were distributed and collected. This paper uses Hofstede's method (Hofstede, 2010), Schwartz's method (Schwartz, 2003) and House et al.'s method (House et al., 2004) to calculate cultural distance. By using each kind of method, this study calculates the absolute culture distance and relative culture distance respectively.FindingsThe results suggest that cultural distance negatively affects customer orientation strategy, customer acquisition strategy positively affects performance and the interaction of customer acquisition and customer retention positively affects performance.Research limitations/implicationsThis study aims to contribute to the existing literature with a more fine-grained understanding of the inclusion of customer orientation strategy of Chinese Service MNEs in global supply chains.Practical implicationsThe findings outline several important implications that Chinese Service MNEs seeking to expand to overseas markets.Originality/valueThis paper contributes a novel, combined perspective of culture distance and customer orientation strategy.

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Customer Orientation and Performance of Women‐Owned Businesses: A Configurational Approach

Cited by 21 publications

References 94 publications

“The person with maximum knowledge will win the race”: Conceptualizing knowledge in microbusinesses

“The person with maximum knowledge will win the race”: Conceptualizing knowledge in microbusinesses

The Bright and Dark Aspects of Grit in the Pursuit of Success

Cultural distance and customer orientation strategy of Chinese service MNEs under the belt and road initiative

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