Effects of customer services efficiency and market effectiveness on dealer performance

The Symphony Paradigm: Strategy for Managing Market Competition

“…It is argued that the firm's market orientation interacts with other strategic orientations, in the process determining how they are manifested and implemented. Furthermore, market orientation plays a critical role in determining transitions among various strategic orientations over time among the firms engaged in identical business of products and services (Rajagopal, 2009;Schindehutte, Morris, & Kocak, 2008). A strong market-oriented strategy of the firm alleviates the possibility of using coercive influence strategies by the competitors and offers advantage to the customers over competitive market forces (Chung, Jin, & Sternquist, 2007).…”

Discriminate analysis and neural network approach in water utility service

“…Franceys and Gerlach (2010) explained that stakeholder participation may act as a substitute for the missing feedback links between (monopoly) water service providers and consumers. Gopal (2009) discussed that the high-conformance quality services of dealers and value-added customer relationships offering high customer satisfaction develop lifetime customer value and strengthen the customer-dealer relationship. Boxer and Rekettye (2011) explained about the relation between emotional intelligence and innovation increased the perceived value of service in the customers' eyes, leading to higher affective commitment and increased loyalty to the company.…”