Measuring the Performance of Automobile Services Sector in Ghana: A Pricing Orientation Approach

Kankam-Kwarteng, Collins; Donkor, Jacob; Acheampong, Stephen; Donkor, George Nana Agyekum

doi:10.19044/esj.2019.v15n7p71

Cited by 5 publications

(10 citation statements)

References 40 publications

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“…This lends further support to previous findings in the literature, showing that customer orientation consistently leads to greater levels of firm innovativeness across countries (e.g. Theoharakis and Hooley, 2008) and the importance of customer orientation in the creation of innovations, which in turn contributes to performance (Kankam-Kwarteng et al, 2019). As a response to proposals in the earlier literature (e.g.…”

Section: Discussionsupporting

confidence: 88%

Customer-centric strategy driving innovativeness and business growth in international markets

Tuominen

Reijonen

Nagy

et al. 2022

IMR

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PurposeThe motivation for this study comes from decision making related to strategic marketing orientations in international markets. The authors examine if customer orientation and customer relationship orientation perform as two distinct constructs in driving firm innovativeness, and how together they support business growth among export firms. This study aims to suggest a customer-centric strategy for export firms that drive innovativeness and growth.Design/methodology/approachAn international corporation specialized in company information services provided a list of the contact information of Italian companies. The authors sent an email request to respond to an online survey and received 416 effective responses from firms operating in export markets. The authors propose and empirically test a model in which customer orientation, customer relationship orientation and innovativeness predict business growth. This model controls for the effects of firm size, industry and customer type (B2B vs. B2C).FindingsThe study findings suggest that customer orientation and customer relationship orientation are two distinct strategic orientations driving innovativeness. However, they do not directly affect business growth. Instead, they require the innovativeness of an exporter to materialize as business growth.Practical implicationsThe results of the study recommend business strategies focusing not only on customer needs and satisfaction but also on retaining current customers and building customer relationships in international markets. Firms can learn from international customers and develop effective customer-centric strategies to spread the acquired information into the internal decision-making as it contributes to firm innovativeness and business growth in international markets.Originality/valueThis study is one of the pioneering studies combining customer orientation and customer relationship orientation, showing their theoretical and empirical divergence. This study is also among the first which tests how the two strategic orientations together with innovativeness promote business growth among export firms. The authors add understanding of the synergistic effects both of using customer information and developing deeper relationships on firm innovativeness and performance among exporters.

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Section: Discussionsupporting

confidence: 88%

Customer-centric strategy driving innovativeness and business growth in international markets

Tuominen

Reijonen

Nagy

et al. 2022

IMR

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“…Moreover, it seems that the hospitality industry finds itself continuously responding to customer demands through the creation of service value, and their employees were encouraged sufficiently to go above and beyond to serve customers well, which is difficult to imitate and is directly related to the development of innovativeness, as well as the acquisition of a competitive advantage [73,89]. This finding is compatible with previous studies on customer-oriented strategy and innovation in the service and hospitality sector and shows that customer orientation is of major importance for innovation [15,23,44,89] due to the fact that in the hospitality industry, which is composed of bundled services, the customer orientation should make memorable experiences available and involve customers in the service delivery process as well as renovate its portfolio to meet the changing needs of their customers.…”

Section: Theoretical Implicationssupporting

confidence: 84%

“…According to Deshpandé [43] and his colleagues (1993), customer orientation can be defined as "the set of beliefs that puts the customer's interest first, while not excluding those of all other stakeholders such as owners, managers, and employees, in order to develop a long-term profitable enterprise" [43]. This way of operating the business is related to the development of innovation and performance as you seek service differentiation from the competition and support the continuous willingness of the business to respond and satisfy customer needs [44]. Due to the strong competition that exists in the field of hospitality, businesses adopt innovative behaviors, services and products to meet customer expectations [15].…”

Section: Customer-oriented Strategy and Innovationmentioning

confidence: 99%

Total Quality Management in Sport Tourism and the Hospitality Industry: The Case of Greek Luxury Resorts with Sport and Recreation Facilities and Services

Papaioannou,

Koronios,

Ntasis

et al. 2024

Sustainability

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Total quality management (TQM) refers to a way of management wherein senior management is committed to guiding employees in continuous improvement in all processes, services and products, with the ultimate goal of satisfying customer requirements and expectations. The purpose of the present study was to examine the impact of leadership, organization culture (OC), customer-oriented strategy (COS) and human resource empowerment (HRE) on innovation, as well as the effect of innovation on TQM for sustainable development in Greek luxury resorts with sport and recreation facilities and services. A quantitative 5-point Likert scale method was utilized for the purpose of this study, and an online questionnaire survey was adopted for the data collection. To evaluate the resilience of our model, we conducted structural equation modeling using SPSS and AMOS software. Varimax rotation with Kaiser normalization was utilized to enhance the robustness of the analysis. A total of 895 questionnaires were successfully gathered from 454 luxury resorts. This study validated that leadership, OC, COS and HRE positively impact the luxury resorts’ innovation and thus support that innovation had a significant impact on TQM, which in turn leads to their sustainability and effectiveness and is supported by the resource-based view (RBV). Furthermore, this study is the first within the Greek hotel industry that jointly estimates the influence of leadership, OC, COS and HRE on innovation and its concurrent effect on TQM for sustainable development, which has not been methodologically considered before and provides useful policy implications for managers within the hotel industry.

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“…The results of this test are the same as those conducted bySingh and Venugopal (2015),Pekovic and Rolland (2016), Shuleska et al, 2018;, Hughes et al (2019) andLiu et al (2019). In their research, it was also found that customer orientation did not have a significant effect on salesperson performance.The results of the hypothesis test are different from the results of research conducted by several researchers, namely(Daruoei & Basirat, 2017),(Kaliappen & Abubakar, 2017),(Nuryakin, 2018),Neneh (2018),Kwarteng et al (2019), where in their research customer orientation actually had a significant effect on salesperson performance. The effect of customerRahmawan, G., Budiyanto., Suwitho.…”

contrasting

confidence: 83%

“…Researchers found inconsistencies in the results in studies conducted in the last 5 years. Some research that supports the relationship between customer orientation and performance include (Daruoei dan Basirat, 2017;Kaliappen dan Abubakar, 2017;(Nuryakin, 2018) ;Neneh, 2018;Kwarteng et al, 2019). Researchers found inconsistencies in the results in studies conducted in the last 5 years.…”

Section: Introductionmentioning

confidence: 99%

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

Rahmawan¹,

Budiyanto²,

Suwitho³

2023

J. Professional Business Review

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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.

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Measuring the Performance of Automobile Services Sector in Ghana: A Pricing Orientation Approach

Cited by 5 publications

References 40 publications

Customer-centric strategy driving innovativeness and business growth in international markets

Customer-centric strategy driving innovativeness and business growth in international markets

Total Quality Management in Sport Tourism and the Hospitality Industry: The Case of Greek Luxury Resorts with Sport and Recreation Facilities and Services

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

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