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Drivers of Customer Centricity: Role of Environmental-level, Organization-level and Department-level Variables

Author

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  • Goran Vlašiæ Emanuel Tutek

    (Faculty of Economics and Business Zagreb, University of Zagreb, Zagreb, Croatia.)

Abstract

Customer centricity is gaining importance as companies are gaining access to increasing amount and quality of individual-level data on identifiable customers. However, efforts to enhance customer centricity often face challenges as they imply organization-wide effort. This paper explores the role of environment-level factors, organization-level factors (in terms of structure, influence and culture) and department-level factors (in terms of integration, power and capabilities) in driving customer centricity of a firm. Results indicate that, while within-category competition stimulates customer centricity, the cross-category competitive intensity limits it. Moreover, marketing competences exhibit highly significant impact which even diminishes the role of inter-departmental integration. Lastly, results show that firms with high level of marketing capabilities and the right culture (in terms of tolerance for failure and availability of slack resources) are likely to exhibit higher levels of customer centricity. JEL Classification: M, M3, M31

Suggested Citation

  • Goran Vlašiæ Emanuel Tutek, 2017. "Drivers of Customer Centricity: Role of Environmental-level, Organization-level and Department-level Variables," Zagreb International Review of Economics and Business, Faculty of Economics and Business, University of Zagreb, vol. 20(2), pages 1-10, November.
    • Handle: RePEc:zag:zirebs:v:20:y:2017:i:2:p:1-10
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    References listed on IDEAS

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    1. Merlo, Omar & Lukas, Bryan A. & Whitwell, Gregory J., 2012. "Marketing's reputation and influence in the firm," Journal of Business Research, Elsevier, vol. 65(3), pages 446-452.
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    More about this item

    Keywords

    customer centricity; marketing capabilities; department integration;
    All these keywords.

    JEL classification:

    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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