IDEAS home Printed from https://ideas.repec.org/a/mup/actaun/actaun_2017065031031.html
   My bibliography  Save this article

Influence of Customer Focused Mission Statement on Customer Satisfaction

Author

Listed:
  • Chijioke Nwachukwu

    (Mendel University in Brno, Business and Economics, Department of Management, Zemedelska 1, 61300 Brno, Czech Republic)

  • Pavel Žufan

    (Mendel University in Brno, Business and Economics, Associate Professor Department of Management, Zemedelska 1, 61300 Brno, Czech Republic)

Abstract

The purpose of this study is to examine the influence of customer-focused mission statements on customer satisfaction in selected cell phone manufacturing companies in the United States. The study employed content analysis for the mission statement and data from America customer satisfaction index (ACSI). In analysing our data, Pearson correlation, and multiple regression techniques were used. The result showed that product and service, technology, philosophy, self-concept, and public image mission statement components are strongly positively correlated with customer satisfaction. Customer, survival, growth and profitability and market mission statement components are insignificantly negatively correlated with customer satisfaction. The study, therefore, recommends that companies that want to remain competitive by enhancing customer satisfaction should formulate mission statements from a customer perspective so that they include product and service, technology, philosophy, self-concept, and public image components. The main limitation of the study represents the sample size and structure. This study empirically investigated the correlation and association of nine mission statement components with customer satisfaction.

Suggested Citation

  • Chijioke Nwachukwu & Pavel Žufan, 2017. "Influence of Customer Focused Mission Statement on Customer Satisfaction," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 65(3), pages 1031-1038.
    • Handle: RePEc:mup:actaun:actaun_2017065031031
    DOI: 10.11118/actaun201765031031
    as

    Download full text from publisher

    File URL: http://acta.mendelu.cz/doi/10.11118/actaun201765031031.html
    Download Restriction: free of charge
    File URL: http://acta.mendelu.cz/doi/10.11118/actaun201765031031.pdf
    Download Restriction: free of charge
    File URL: https://libkey.io/10.11118/actaun201765031031?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Bodet, Guillaume, 2008. "Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships," Journal of Retailing and Consumer Services, Elsevier, vol. 15(3), pages 156-162.
    2. Vesel, Patrick & Zabkar, Vesna, 2009. "Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program," Journal of Retailing and Consumer Services, Elsevier, vol. 16(5), pages 396-406.
    3. Guo, Lin & Xiao, Jing Jian & Tang, Chuanyi, 2009. "Understanding the psychological process underlying customer satisfaction and retention in a relational service," Journal of Business Research, Elsevier, vol. 62(11), pages 1152-1159, November.
    4. Jeevan Jyoti & Jyoti Sharma, 2012. "Impact of Market Orientation on Business Performance: Role of Employee Satisfaction and Customer Satisfaction," Vision, , vol. 16(4), pages 297-313, December.
    5. Auh, Seigyoung & Johnson, Michael D., 2005. "Compatibility effects in evaluations of satisfaction and loyalty," Journal of Economic Psychology, Elsevier, vol. 26(1), pages 35-57, February.
    6. Bartkus, Barbara & Glassman, Myron & Bruce McAfee, R., 2000. "Mission statements: Are they smoke and mirrors?," Business Horizons, Elsevier, vol. 43(6), pages 23-28.
    7. Braun, Susanne & Wesche, Jenny S & Frey, Dieter & Weisweiler, Silke & Peus, Claudia, 2012. "Effectiveness of mission statements in organizations – A review," Journal of Management & Organization, Cambridge University Press, vol. 18(4), pages 430-444, July.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Ibrahim MusahDONKOH & Hieu Minh VU & Chijioke NWACHUKWU, 2021. "entrepreneurial orientation and small and medium entreprises profitabiliy in Ghana," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 13(1), pages 32-43, March.
    2. Chijioke Nwachukwu & Hieu Minh Vu, 2022. "Service Innovation, Marketing Innovation and Customer Satisfaction: Moderating Role of Competitive Intensity," SAGE Open, , vol. 12(2), pages 21582440221, April.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Diego F. Téllez & Jesús M. Godoy, 2017. "Mission Power and Firm Financial Performance," Documentos de Trabajo de Valor Público 15655, Universidad EAFIT.
    2. Murali, S. & Pugazhendhi, S. & Muralidharan, C., 2016. "Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 67-83.
    3. Alexandru Mircea NEDELEA & Borak Ali & Mohammed ALAMGIR, 2017. "Factors Behind Destination Loyalty - A Study on Tourism Destination," Revista de turism - studii si cercetari in turism / Journal of tourism - studies and research in tourism, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 23(23), pages 1-7, June.
    4. Bilgihan, Anil & Madanoglu, Melih & Ricci, Peter, 2016. "Service attributes as drivers of behavioral loyalty in casinos: The mediating effect of attitudinal loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 14-21.
    5. Chen, Yanyan & Mandler, Timo & Meyer-Waarden, Lars, 2021. "Three decades of research on loyalty programs: A literature review and future research agenda," Journal of Business Research, Elsevier, vol. 124(C), pages 179-197.
    6. Bruneau, Virginie & Swaen, Valérie & Zidda, Pietro, 2018. "Are loyalty program members really engaged? Measuring customer engagement with loyalty programs," Journal of Business Research, Elsevier, vol. 91(C), pages 144-158.
    7. Nattawoot Koowattanatianchai & Michael B. Charles & Michael A. Kortt, 2024. "What sorts of public value are Thai public business schools aiming to realise?," Australian Economic Papers, Wiley Blackwell, vol. 63(2), pages 370-402, June.
    8. Yihan Huang & Daehwan Kim, 2023. "How Does Service Quality Improve Consumer Loyalty in Sports Fitness Centers? The Moderating Role of Sport Involvement," Sustainability, MDPI, vol. 15(17), pages 1-24, August.
    9. Mustafa Ozkan & Kemal Cek & Serife Z. Eyupoglu, 2022. "Sustainable Development and Customer Satisfaction and Loyalty in North Cyprus: The Mediating Effect of Customer Identification," Sustainability, MDPI, vol. 14(9), pages 1-13, April.
    10. María Caballero-Galilea & Esther Martínez-Miguel & Juan Carlos Fernández Gonzalo & Ricardo Saiz de la Cuesta Abbad & Margarita Rubio Alonso, 2022. "Digitized Prenatal Newsletter: Impact on Obstetric Patient Satisfaction and Loyalty," IJERPH, MDPI, vol. 19(5), pages 1-15, February.
    11. Bayrak, Tuncay, 2020. "A content analysis of top-ranked universities’ mission statements from five global regions," International Journal of Educational Development, Elsevier, vol. 72(C).
    12. ȚICHINDELEAN Mihai, 2015. "Relationship Marketing - A Client Relationship Lifecycle Perspective - Theoretical Considerations On The Client Acquisition And Retention Phase," Revista Economica, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 67(2), pages 161-175.
    13. Bidhan L. Parmar & Adrian Keevil & Andrew C. Wicks, 2019. "People and Profits: The Impact of Corporate Objectives on Employees’ Need Satisfaction at Work," Journal of Business Ethics, Springer, vol. 154(1), pages 13-33, January.
    14. Săniuţă Adina & Roman Mihaela & Petrişoaia Carmen & Pop Nicolae Al., 2013. "Innovation, Customer Attachment Source In Retail Services Empirical Research In Diy Retail," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 1(1), pages 1815-1826, July.
    15. Sahi, Gurjeet Kaur & Devi, Rita & Gupta, Mahesh C. & Cheng, T.C.E., 2022. "Assessing co-creation based competitive advantage through consumers’ need for differentiation," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    16. Rahim A. Ganiyu, 2016. "Perceived Service Quality and Customer Loyalty: The Mediating Effect of Passenger Satisfaction in the Nigerian Airline Industry," International Journal of Management and Economics, Warsaw School of Economics, Collegium of World Economy, vol. 52(1), pages 94-117, December.
    17. Hamada Fawzy Thabet Abuzid & Muzaffar Abbas, 2017. "Banks Performance and Impact of Market Orientation Strategy: Do Employee Satisfaction and Customer Loyalty Augment this Relationship?," International Review of Management and Marketing, Econjournals, vol. 7(2), pages 60-66.
    18. Giorgio Mion & Cristian Rolando Loza Adaui & Angelo Bonfanti, 2021. "Characterizing the mission statements of benefit corporations: Empirical evidence from Italy," Business Strategy and the Environment, Wiley Blackwell, vol. 30(4), pages 2160-2172, May.
    19. Hussam Al Halbusi & Pedro Jimenez Estevez & Tan Eleen & T. Ramayah & Md Uzir Hossain Uzir, 2020. "The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries," Sustainability, MDPI, vol. 12(8), pages 1-23, April.
    20. Barbara Bartkus & Myron Glassman, 2008. "Do Firms Practice What They Preach? The Relationship Between Mission Statements and Stakeholder Management," Journal of Business Ethics, Springer, vol. 83(2), pages 207-216, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:mup:actaun:actaun_2017065031031. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Ivo Andrle (email available below). General contact details of provider: https://mendelu.cz/en/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.