The Path to Customer Centricity

Shah, Denish; Rust, Roland T.; Parasuraman, A.; Staelin, Richard; Day, George S.

doi:10.1177/1094670506294666

Cited by 445 publications

(443 citation statements)

References 38 publications

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“…The customer centricity model seeks to identify promising areas to create a competitive advantage by enhancing customer value and improving satisfaction level (Shah et al, 2006). It also focuses on putting the customers at the centre by discovering and responding to their requirements, needs, expectations, and preferences (Shah et al, 2006). In spite of the extensive discussion of capacity building in the literature, the issue of multi-partnership capacity building to enhance firms' competitiveness has not been adequately explored.…”

Section: Capacity Building and Network: A New Perspectivementioning

confidence: 99%

“…This framework demonstrates that the parties, actions, processes, and pathways contribute towards developing a "customer centricity" model (Galbraith, 2005;Shah et al, 2006). The customer centricity model seeks to identify promising areas to create a competitive advantage by enhancing customer value and improving satisfaction level (Shah et al, 2006).…”

Section: Capacity Building and Network: A New Perspectivementioning

confidence: 99%

“…Second, we integrate perspectives from network theory (Granovetter, 1973;Samii, 2004) and literature on business and government interdependence (Tjosvold et al, 2008;Wong et al, 2015) to demonstrate how the process of capacity development is shaped by actions of other stakeholders. The study also enhances our understanding of business and government interdependence (Galbraith, 2005;Shah, Rust, Parasuraman, Staelin, & Day, 2006) by using capacity development in the hotel industry in Ghana to explicate the processes and pathways leading to a sustainable service business model.The rest of the article is organized as follows. In the Section 1, a brief review of the literature on capacity building and network theory is provided.…”

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confidence: 99%

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Business and government interdependence in emerging economies: Insights from hotels in Ghana

Amankwah‐Amoah

Debrah

Honyenuga

et al. 2017

Journal of Tourism Research

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Although social science research is replete with scholarly works on capacity building, relatively few studies have focused on how government can induce capacity building among privately owned enterprises in emerging economies. We seek to fill the lacuna in our understanding by examining how a government can induce capacity building among privately owned enterprises.The study adopted a qualitative approach using semi-structured interviews with hotel owners, employees, and managers, as well as government officials in Ghana to examine the issue. We identified three unique stages through which such capacity-building initiatives unfold encompassing diagnosing, renewal, and customer centricity. The study revealed that capacity building through collaborative partnership was partly motivated by desire to overcome societal resistance to services seen as "tainted." The concluding section outlines a number of theoretical and practical implications. KEYWORDSAfrica, capacity building, Ghana, government, hotels | INTRODUCTIONOver the past four decades, accelerated globalization has been accompanied by the increasing contribution of services to the global economy (Jayaraman & Luo, 2006;Vargo & Lusch, 2004). In parallel, many governments have formulated and implemented industrial policies geared towards opening up their economies to capture the benefits of globalization. In many developing countries, capacity building is one such policy (Farazmand, 2009;Tjosvold, Peng, Chen, & Su, 2008). In general, such policy is consistent with findings from prior studies that have highlighted the view that governments can play a role in firm-level capacity building (Cammett, 2007;Cull, Navajas, Nishida, & Zeiler, 2015;Farazmand, 2009;Ha & Kang, 2015;Shao, Hernández, & Liu, 2015;Tjosvold et al., 2008). In many instances, governments in collaboration with companies, industries, customers, and suppliers have engaged in capacity-building initiatives to create a sustainable business model (see also Suntikul & Dorji, 2015).Yet a closer look at the existing literature suggests that, despite some research on business and government interdependence and collaboration (Tian, Shi, Hafsi, & Tian, 2017;Tjosvold et al., 2008;Wong, Wei, & Tjosvold, 2015) and capacity development (e.g., Farazmand, 2009;Stephens et al., 2017;Victurine, 2000), our understanding of capacity building through collaborative partnership between government and business remains severely limited (see Shao et al., 2015). By capacity building through collaborative partnerships, we are referring to a situation where multiple stakeholders are mobilized and resources marshalled towards building firms' capabilities and fulfilling their role within the national economy.Against this backdrop, the main purpose of this study is to examine how a government can induce capacity building among privately owned enterprises in an emerging economy. We focus on Ghana and the hotel industry for a number of reasons. Since the late 1950s, when Ghana gained independence, it has been touted as a "Bea...

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Section: Capacity Building and Network: A New Perspectivementioning

confidence: 99%

Section: Capacity Building and Network: A New Perspectivementioning

confidence: 99%

mentioning

confidence: 99%

See 1 more Smart Citation

Business and government interdependence in emerging economies: Insights from hotels in Ghana

Amankwah‐Amoah

Debrah

Honyenuga

et al. 2017

Journal of Tourism Research

View full text Add to dashboard Cite

show abstract

“…On the one hand, there are studies that emphasize the differences between product and customer centric approaches (e.g. Shah et al, 2006). On the other hand, some research focuses on different levels of customer centricity and the gradual development of organizations into embracing customer needs and preferences in the organizational activities (Blachandran, 2007;Shaw, 2005;Thompson, 2012).…”

Section: Introductionmentioning

confidence: 99%

“…Customer centricity is a concept that is perceived in several ways, and no common and generally agreed definition exists. According to Shah et al (2006), customer centricity and its benefits have been debated for over 50 years. There are at least two research streams within customer centricity research.…”

Section: Introductionmentioning

confidence: 99%