Research on the Relationship between Customer-Orientation of NPOs and Performance - Intermediary Role of Service Innovation

Zheng, Wenshan; Hu, Yangcheng

doi:10.1109/icmss.2009.5304239

Cited by 1 publication

(4 citation statements)

References 7 publications

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“…The basis of customer orientation is sought within marketing concepts (Yang et al, 2006;Zhang, Ma, Sun & Fan, 2011;Zheng & Hu, 2009). Though some researchers have understood the importance of the concept of marketing, the effort to clarify how it could be performed continued up to the late 1970s.…”

Section: Customer Orientationmentioning

confidence: 99%

“…Later, new perspectives related to how marketing could be performed emerged. As a result, the concept of customer orientation entered a scientific cycle (Zheng & Hu, 2009). Customer orientation could be considered as market orientation (Yang et al, 2006).…”

Section: Customer Orientationmentioning

confidence: 99%

“…Customer orientation could be considered as market orientation (Yang et al, 2006). Drucker (1954) declares that customers' needs are the starting point for all organizational activities (Zheng & Hu, 2009). In their research, Narver and Slater (1990) describe market orientation as an organizational culture that provides the needed behaviours for creating superior value for the buyers in an effective way (Voigt, Baccarella, Wassmus & Meißner, 2011).…”

Section: Customer Orientationmentioning

confidence: 99%

“…Customer orientation could be the foundation of market orientation (Yang, Xu & Da-hai, 2006). Drucker (1954) states that the customers' needs are the core and the starting point of all organization activities (Zheng & Hu, 2009). On the other hand, it should be mentioned that employees' empowerment is a key factor to customer orientation achievement, which shows the significant role of human resource in organizations (Feizi & Zolfaqari Moqadam, 2008).…”

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

A Study on the Effect of Empowerment on Customer Orientation of Employees

Khalili

Sameti

Sheybani

2016

Global Business Review

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Over the recent years, managers have used empowerment as a practical tool to motivate their employees to demonstrate their talents, intentions and generally to achieve better results. Today, organizations have targets, and they use empowerment to achieve some of their most important targets, such as customer attraction and retention. The present article intends to study the effect of empowerment on customer orientation. The data were collected from the sample by using questionnaires. The sample consists of 176 staff members from Bank Sepah, who were selected randomly. The findings have been obtained through statistical analysis in SPSS using Spearman correlation test, regression analysis and path analysis. The findings indicated that there is a positive and significant relationship between all the components of managerial and psychological empowerment and customer orientation of employees in Bank Sepah, in the west Tehran branches.

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Section: Customer Orientationmentioning

confidence: 99%

Section: Customer Orientationmentioning

confidence: 99%