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The influence of employee behavioural performance on customer focus strategies

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  • Carolyn A. Strong

Abstract

The research context of this paper focuses on organisational desires to achieve and maintain satisfactory exchanges between themselves and their customers in the business-to-business high technology industry in the UK. The fundamental research question to be answered by this investigation is whether organisations can increase customer focus strategies through the behavioural performance of employees in their delivery of customer focus strategies.

Suggested Citation

  • Carolyn A. Strong, 2006. "The influence of employee behavioural performance on customer focus strategies," The Service Industries Journal, Taylor & Francis Journals, vol. 26(2), pages 147-163, March.
    • Handle: RePEc:taf:servic:v:26:y:2006:i:2:p:147-163
    DOI: 10.1080/02642060500369180
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    Cited by:

    1. Tatoglu, Ekrem & Bayraktar, Erkan & Sahadev, Sunil & Demirbag, Mehmet & Glaister, Keith W., 2014. "Determinants of voluntary environmental management practices by MNE subsidiaries," Journal of World Business, Elsevier, vol. 49(4), pages 536-548.
    2. Yi-Wen Fan & Edward Ku, 2008. "Customer focus, service process fit and customer relationship management profitability: the effect of knowledge sharing," The Service Industries Journal, Taylor & Francis Journals, vol. 30(2), pages 203-223, February.

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