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A value-based perspective of market orientation and customer service

Author

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  • Chen, Shu-Ching
  • Quester, Pascale G.

Abstract

This study aimed to build a model of business performance based on customer value-defined market orientation. In the context of a service retail industry, both firms’ and customers’ perspectives were involved in the development of the construct, using such dimensions as management support, employee efforts and customer satisfaction. The authors undertook a large-scale fieldwork to collect matched response data from firms and consumers and to test the proposed model. The results provide empirical evidence of the effects of a customer value-based market orientation on business performance, measured in terms of customer retention. In addition, this study identified three drivers of employees’ effort to implement market orientation from a value perspective.

Suggested Citation

  • Chen, Shu-Ching & Quester, Pascale G., 2009. "A value-based perspective of market orientation and customer service," Journal of Retailing and Consumer Services, Elsevier, vol. 16(3), pages 197-206.
    • Handle: RePEc:eee:joreco:v:16:y:2009:i:3:p:197-206
    DOI: 10.1016/j.jretconser.2008.11.015
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    References listed on IDEAS

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    1. Gordon E. Greenley, 1995. "Forms Of Market Orientation In Uk Companies," Journal of Management Studies, Wiley Blackwell, vol. 32(1), pages 47-66, January.
    2. Jarvis, Cheryl Burke & MacKenzie, Scott B & Podsakoff, Philip M, 2003. "A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 30(2), pages 199-218, September.
    3. Webb, Dave & Webster, Cynthia & Krepapa, Areti, 2000. "An Exploration of The Meaning and Outcomes of a Customer-Defined Market Orientation," Journal of Business Research, Elsevier, vol. 48(2), pages 101-112, May.
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    5. Felix T. Mavondo & Mark A. Farrell, 2000. "Measuring Market Orientation: Are There Differences Between Business Marketers and Consumer Marketers?," Australian Journal of Management, Australian School of Business, vol. 25(2), pages 223-244, September.
    6. Holbrook, Morris B & Hirschman, Elizabeth C, 1982. "The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(2), pages 132-140, September.
    7. Slater, Stanley F. & Narver, John C., 1994. "Market orientation, customer value, and superior performance," Business Horizons, Elsevier, vol. 37(2), pages 22-28.
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    Cited by:

    1. Vyt, Dany & Jara, Magali & Mevel, Olivier & Morvan, Thierry & Morvan, Nélida, 2022. "The impact of convenience in a click and collect retail setting: A consumer-based approach," International Journal of Production Economics, Elsevier, vol. 248(C).
    2. Gahinet, Marie-Christine & Cliquet, Gérard, 2018. "Proximity and time in convenience store patronage: Kaïros more than chronos," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 1-9.
    3. Sirieix, Lucie & Remaud, Hervé & Lockshin, Larry & Thach, Liz & Lease, Terry, 2011. "Determinants of restaurant's owners/managers selection of wines to be offered on the wine list," Journal of Retailing and Consumer Services, Elsevier, vol. 18(6), pages 500-508.
    4. Dany Vyt & Magali Jara & Olivier Mevel & Thierry Morvan & Nélida Morvan, 2022. "The impact of convenience in a click and collect retail setting: A consumer-based approach," Post-Print halshs-03624658, HAL.
    5. Jin-An Huang & Chi-Shiun Lai & Jer-San Hu & Rhay-Hung Weng, 2014. "The impact of market orientation on patient loyalty: the mediation of relationship quality," Service Business, Springer;Pan-Pacific Business Association, vol. 8(4), pages 499-515, December.
    6. Mohd Ab Hamid, 2015. "Value-based performance excellence model for higher education institutions," Quality & Quantity: International Journal of Methodology, Springer, vol. 49(5), pages 1919-1944, September.
    7. Watson, Stevie, 2012. "Consumer responses to service situations: Tests for main and interaction effects," Journal of Retailing and Consumer Services, Elsevier, vol. 19(3), pages 287-296.
    8. Gholamreza Jandaghi & Ali Mokhles & Hassan Kharazi, 2011. "Market-Orientation and Its Impact on the Performance of Asia Insurance Company in Kerman Province," Journal of Economics and Behavioral Studies, AMH International, vol. 3(1), pages 1-7.

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