Work

Organisational culture of customer care: market orientation and service quality

Year: 2007

Type: article

Abstract: The purpose of this study is to assess the proposition that adoption of a market orientation leads to improved service quality for service sector organisations. We argue that an organisational culture incorporating customer care as its central tenet and involving efforts to understand the needs of customers through a market orientation enables the organisation to provide quality services that satisfy the identified customer needs. Data were collected from 15 service providers using the MORTN scale to measure market orientation and the SERFPERF scale to measure service quality. The results support the theorised positive link between market orientation and service quality.

Source: International Journal of Services and Standards

DOI: 10.1504/ijss.2007.012925

Authors: Kenneth W. Green, Subrata Chakrabarty, Dwayne Whitten

Institutions: Henderson State University, Texas A&M University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W1998299417

FWCI: 6.501

Cites: 32

Cited by: 42

Related to: 10