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Social capital, customer service orientation and creativity in retail stores

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  • Merlo, Omar
  • Bell, Simon J.
  • Menguc, Bulent
  • Whitwell, Gregory J.

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  • Merlo, Omar & Bell, Simon J. & Menguc, Bulent & Whitwell, Gregory J., 2006. "Social capital, customer service orientation and creativity in retail stores," Journal of Business Research, Elsevier, vol. 59(12), pages 1214-1221, November.
    • Handle: RePEc:eee:jbrese:v:59:y:2006:i:12:p:1214-1221
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    References listed on IDEAS

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    5. Jones, Eli & Busch, Paul & Dacin, Peter, 2003. "Firm market orientation and salesperson customer orientation: interpersonal and intrapersonal influences on customer service and retention in business-to-business buyer-seller relationships," Journal of Business Research, Elsevier, vol. 56(4), pages 323-340, April.
    6. C. Marlene Fiol, 1994. "Consensus, Diversity, and Learning in Organizations," Organization Science, INFORMS, vol. 5(3), pages 403-420, August.
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    8. George P. Huber, 1991. "Organizational Learning: The Contributing Processes and the Literatures," Organization Science, INFORMS, vol. 2(1), pages 88-115, February.
    9. Shalley, Christina E. & Perry-Smith, Jill E., 2001. "Effects of Social-Psychological Factors on Creative Performance: The Role of Informational and Controlling Expected Evaluation and Modeling Experience," Organizational Behavior and Human Decision Processes, Elsevier, vol. 84(1), pages 1-22, January.
    10. Hult, G. Tomas M. & Ferrell, O. C., 1997. "Global organizational learning capacity in purchasing: Construct and measurement," Journal of Business Research, Elsevier, vol. 40(2), pages 97-111, October.
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    Cited by:

    1. Lee, Ruby P. & Naylor, Gillian & Chen, Qimei, 2011. "Linking customer resources to firm success: The role of marketing program implementation," Journal of Business Research, Elsevier, vol. 64(4), pages 394-400, April.
    2. Fabien Eymas & Faouzi Bensebaa, 2021. "Competitive strategies of small independent retailers," Post-Print hal-03960130, HAL.
    3. Ellinger, Alexander E. & Bas, Ayse Banu Elmadag & Ellinger, Andrea D. & Wang, Yu-Lin & Bachrach, Daniel G., 2011. "Measurement of organizational investments in social capital: The service employee perspective," Journal of Business Research, Elsevier, vol. 64(6), pages 572-578, June.
    4. Chuang, Chih-Hsun & Chen, Shyh-jer & Chuang, Ching-Wen, 2013. "Human resource management practices and organizational social capital: The role of industrial characteristics," Journal of Business Research, Elsevier, vol. 66(5), pages 678-687.
    5. Fabien Eymas & Faouzi Bensebaa, 2021. "Competitive strategies of small independent retailers," Post-Print hal-03179166, HAL.
    6. Sang-Won Seo & Hyeon-Cheol Kim & Zong-Yi Zhu & Jung-Tak Lee, 2020. "What Makes Hotel Chefs in Korea Interact with SNS Community at Work? Modeling the Interplay between Social Capital and Job Satisfaction by the Level of Customer Orientation," IJERPH, MDPI, vol. 17(19), pages 1-16, September.
    7. Shukla, Paurav & Singh, Jaywant & Wang, Weisha, 2022. "The influence of creative packaging design on customer motivation to process and purchase decisions," Journal of Business Research, Elsevier, vol. 147(C), pages 338-347.
    8. Wang, Jing & Hu, Michael Y. & Shanker, Murali, 2012. "Human agency, social networks, and FOSS project success," Journal of Business Research, Elsevier, vol. 65(7), pages 977-984.
    9. Christopher Boudreaux & George Clarke & Anand Jha, 2022. "Social capital and small informal business productivity: the mediating roles of financing and customer relationships," Small Business Economics, Springer, vol. 59(3), pages 955-976, October.
    10. Sasmita Palo & Linu Charles, 2015. "Investigating Factors Affecting Knowledge Sharing Intention of Salespeople," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 40(3-4), pages 302-324, August.
    11. Briggs, Elten & Deretti, Sandro & Kato, Heitor Takashi, 2020. "Linking organizational service orientation to retailer profitability: Insights from the service-profit chain," Journal of Business Research, Elsevier, vol. 107(C), pages 271-278.
    12. Mask, Rickey & Works, Richard, 2018. "How Social Capital, Supply Chain Integration, and Customer Loyalty Affect Performance," MPRA Paper 91332, University Library of Munich, Germany.
    13. Yong Yang & Fan Yang & Jingzhu Cao & Bo Feng, 2020. "The Multilevel Mechanism of Multifoci Service Orientation on Emotional Labor: Based on the Chinese Hospitality Industry," IJERPH, MDPI, vol. 17(12), pages 1-21, June.
    14. Morven G. McEachern & Gary Warnaby & Caroline Moraes, 2021. "The Role of Community-Led Food Retailers in Enabling Urban Resilience," Sustainability, MDPI, vol. 13(14), pages 1-17, July.
    15. Rego, Arménio & Sousa, Filipa & Marques, Carla & Pina e Cunha, Miguel, 2014. "Hope and positive affect mediating the authentic leadership and creativity relationship," Journal of Business Research, Elsevier, vol. 67(2), pages 200-210.
    16. Christopher Boudreaux & George Clarke & Anand Jha, 2021. "Social capital and small business productivity: The mediating roles of financing and customer relationships," Papers 2104.12004, arXiv.org.
    17. Fabien Eymas & Faouzi Bensebaa, 2021. "Petits distributeurs indépendants : de l’évitement à l’indifférence concurrentielle ?," Post-Print hal-03960110, HAL.
    18. Dave Bouckenooghe & Asma Zafar & Usman Raja, 2015. "How Ethical Leadership Shapes Employees’ Job Performance: The Mediating Roles of Goal Congruence and Psychological Capital," Journal of Business Ethics, Springer, vol. 129(2), pages 251-264, June.
    19. Ellinger, Alexander E. & Musgrove, Carolyn (Casey) Findley & Ellinger, Andrea D. & Bachrach, Daniel G. & Elmadağ Baş, Ayşe Banu & Wang, Yu-Lin, 2013. "Influences of organizational investments in social capital on service employee commitment and performance," Journal of Business Research, Elsevier, vol. 66(8), pages 1124-1133.
    20. Tajeddini, Kayhan & Elg, Ulf & Trueman, Myfanwy, 2013. "Efficiency and effectiveness of small retailers: The role of customer and entrepreneurial orientation," Journal of Retailing and Consumer Services, Elsevier, vol. 20(5), pages 453-462.
    21. Saputro Adita Bagus & Kurniawan Ignatius Soni, 2020. "Demographic Characteristics and Psychological Empowerment on Service Orientation: A Study in Yogyakarta, Indonesia," HOLISTICA – Journal of Business and Public Administration, Sciendo, vol. 11(2), pages 63-73, August.
    22. Ta-Wei Tang & Michael Wang & Ya-Yun Tang, 2015. "Developing service innovation capability in the hotel industry," Service Business, Springer;Pan-Pacific Business Association, vol. 9(1), pages 97-113, March.

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