The Experts below are selected from a list of 31794 Experts worldwide ranked by ideXlab platform
Daekwan Kim - One of the best experts on this subject based on the ideXlab platform.
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the innovativeness of born globals and Customer orientation learning from indian born globals
Journal of Business Research, 2011Co-Authors: Choton Basu, Daekwan Kim, G M Naidu, Erin CavusgilAbstract:Abstract Born-Global firms, a newly emerging organizational form targeting international markets as a primary source of business from their inception, have innovativeness, requiring an intimate knowledge of their Customer, as a primary feature. This study explores how a Born-Global's Customer orientation leads to innovativeness through technological capability for Customer relationship management (CRM) and External Customer information management. Our empirical results, based on responses from 154 Indian managers, indicate that a Born-Global's Customer orientation is an effective enabler of its innovativeness, whose effects are mediated by technological capability for CRM and External Customer information management. Although significantly affected by Customer orientation, the results further indicate that relationship quality with the buyer does not influence a Born-Global's innovativeness. When CRM technology and managing Customer information obtained from External sources are employed, Customer orientation significantly helps maintain the innovativeness of Born-Globals according to the results.
Satyabrat Das - One of the best experts on this subject based on the ideXlab platform.
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the role of tangibility in service quality and its impact on External Customer satisfaction a comparative study of hospital and hospitality sectors
Social Science Research Network, 2015Co-Authors: Tapan Kumar Panda, Satyabrat DasAbstract:Customer satisfaction is a strategic goal of any organization, including service organizations. Various factors influence Customer satisfaction — both External and internal. Response, assurance, tangibility, empathy and reliability are the five dimensions of service quality. Though these dimensions are found to be independent of each other, research on the relative importance of these dimensions on External Customer satisfaction is of recent origin. In this research paper, an attempt is made to include both Operation-Based Tangibalization (OBT) and Marketing Based Tangibalization (MBT) and measure their impact on Customer satisfaction. While other dimensions of service quality have significant influence on Customer satisfaction, this research is driven primarily by analyzing and measuring the impact of tangibility on Customer satisfaction across hospital and hospitality sector. The researcher has analyzed the components of tangibalization from existing literature and developed a structural model to test the importance of tangibalization on Customer satisfaction. Application of Structural Equation Modeling (SEM) helps in measuring the tangibalization construct through a set of variables obtained from literature survey.
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the role of tangibility in service quality and its impact on External Customer satisfaction a comparative study of hospital and hospitality sectors
IUP Journal of Marketing Management, 2014Co-Authors: Tapan Kumar Panda, Satyabrat DasAbstract:Customer satisfaction is a strategic goal of any organization, including service organizations. Various factors influence Customer satisfaction-both External and internal. Response, assurance, tangibility, empathy and reliability are the five dimensions of service quality. Though these dimensions are found to be independent of each other, research on the relative importance of these dimensions on External Customer satisfaction is of recent origin. In this research paper, an attempt is made to include both Operation- Based Tangibalization (OBT) and Marketing-Based Tangibalization (MBT) and measure their impact on Customer satisfaction. While other dimensions of service quality have significant influence on Customer satisfaction, this research is driven primarily by analyzing and measuring the impact of tangibility on Customer satisfaction across hospital and hospitality sector. The researcher has analyzed the components of tangibalization from existing literature and developed a structural model to test the importance of tangibalization on Customer satisfaction. Application of Structural Equation Modeling (SEM) helps in measuring the tangibalization construct through a set of variables obtained from literature survey.IntroductionExternal Customer satisfaction in the services industry depends upon reliability, assurance, tangibles, empathy and responsiveness. This paper focuses on how tangibles affect the External Customer satisfaction. 'Tangibles' are defined as aspects of a service that can be 'felt' without actually purchasing the service. Tangibles are the 'visible' aspects of the service that are employed by businesses to improve External Customer satisfaction. Different service industries employ different types of tangibles. The information technology and services industry makes use of hi-tech computer systems and lavish offices to give a perception of high quality to their prospective clients. Similarly, the hospitality industry employs trained people to increase empathy and improve the quality and promptness of service, thereby improving External Customer satisfaction.This research attempts to compare the tangibles employed in hospital and hospitality sectors and measure their effect on External Customer satisfaction. For instance, hospitals employ tangibles like advanced equipment, qualified doctors, quality pathological labs, operational theaters and well-maintained doctor chambers. Similarly, the hospitality sector uses interior design, statues and crafts, equipment and other observable physical objects for creating an ambience to reflect an upmarket brand image. This research studies the impact of each of these tangibles on overall External Customer satisfaction.Literature ReviewService quality has caught the attention of both academicians and managers over the last couple of decades. It is one of the most important notions of service marketing (Ma et. al., 2005). Service quality has consequently been identified as one of the most important issues in the service management (Clottey and Collier 2008). Different authors have defined service quality in a number of ways, but Parasuraman et al. (1988) have defined service quality as global judgment or attitude related to the superiority of a service relative to competitive offerings. It is also Customer's overall impression of the relative inferiority/superiority of the organization and its services (Bitner and Hubbert, 1994). One of the most decisive works on service quality was undertaken by Gronroos (1984), wherein he defined service quality as the outcome of an evaluation process, where the consumer compares his expectations with the service he perceives he has received.The broad theory and understanding of service quality can be divided into two schools of thought-the European school of thought led by Gronroos (1984) and the American school of thought led by Parasuraman et al. (1985, 1988, 1991, and 1994). The European school of thought hinges on the fact that Customers evaluate service quality from dual point of view, i. …
Rajesh Iyer - One of the best experts on this subject based on the ideXlab platform.
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the role of External Customer mind set among service employees
Journal of Services Marketing, 2015Co-Authors: Rajesh Iyer, Mark C JohlkeAbstract:Purpose – The purpose of this study is to develop and test a model of the antecedents and outcomes of one aspect of Customer mind-set (CMS) – External CMS (ECMS) — among front-line employees. The goal of this paper is to help managers address Customer-level orientation by further investigating the External dimension of CMS (referred to as ECMS). Design/methodology/approach – Data were gathered from a sample of front-line employees of a variety of firms located in a mid-sized southeastern US city. Findings – The results indicate that greater amounts of job autonomy and job satisfaction are positively associated with front-line employee ECMS, while the employee’s global role ambiguity, Customer-specific ambiguity and role conflict are negatively associated with ECMS. In turn, front-line employee ECMS is associated with increased work motivation and sales performance. Research limitations/implications – The data are cross-sectional in nature; so, strictly causal relations cannot be inferred from these result...
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a model of retail job characteristics employee role ambiguity External Customer mind set and sales performance
Journal of Retailing and Consumer Services, 2013Co-Authors: Mark C Johlke, Rajesh IyerAbstract:Abstract Based upon findings from the sales, retailing, marketing, management, and organizational behavior literatures, the authors develop and test a model of retail employee sales performance that differs from previous efforts by utilizing multi-dimensional conceptualizations of potential antecedents as well as a promising yet previously unexamined employee job attitude–External Customer mind-set. The results indicate that the characteristics of the retail employee’s work environment, with one exception, are directly associated with enhanced job attitudes and reduced ambiguity. The exception is that greater amounts of job autonomy are associated with increased levels of ambiguity. Retail employee ambiguity regarding Customers and External Customer mind-set are both associated with sales performance.
Erin Cavusgil - One of the best experts on this subject based on the ideXlab platform.
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the innovativeness of born globals and Customer orientation learning from indian born globals
Journal of Business Research, 2011Co-Authors: Choton Basu, Daekwan Kim, G M Naidu, Erin CavusgilAbstract:Abstract Born-Global firms, a newly emerging organizational form targeting international markets as a primary source of business from their inception, have innovativeness, requiring an intimate knowledge of their Customer, as a primary feature. This study explores how a Born-Global's Customer orientation leads to innovativeness through technological capability for Customer relationship management (CRM) and External Customer information management. Our empirical results, based on responses from 154 Indian managers, indicate that a Born-Global's Customer orientation is an effective enabler of its innovativeness, whose effects are mediated by technological capability for CRM and External Customer information management. Although significantly affected by Customer orientation, the results further indicate that relationship quality with the buyer does not influence a Born-Global's innovativeness. When CRM technology and managing Customer information obtained from External sources are employed, Customer orientation significantly helps maintain the innovativeness of Born-Globals according to the results.
Mark C Johlke - One of the best experts on this subject based on the ideXlab platform.
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the role of External Customer mind set among service employees
Journal of Services Marketing, 2015Co-Authors: Rajesh Iyer, Mark C JohlkeAbstract:Purpose – The purpose of this study is to develop and test a model of the antecedents and outcomes of one aspect of Customer mind-set (CMS) – External CMS (ECMS) — among front-line employees. The goal of this paper is to help managers address Customer-level orientation by further investigating the External dimension of CMS (referred to as ECMS). Design/methodology/approach – Data were gathered from a sample of front-line employees of a variety of firms located in a mid-sized southeastern US city. Findings – The results indicate that greater amounts of job autonomy and job satisfaction are positively associated with front-line employee ECMS, while the employee’s global role ambiguity, Customer-specific ambiguity and role conflict are negatively associated with ECMS. In turn, front-line employee ECMS is associated with increased work motivation and sales performance. Research limitations/implications – The data are cross-sectional in nature; so, strictly causal relations cannot be inferred from these result...
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a model of retail job characteristics employee role ambiguity External Customer mind set and sales performance
Journal of Retailing and Consumer Services, 2013Co-Authors: Mark C Johlke, Rajesh IyerAbstract:Abstract Based upon findings from the sales, retailing, marketing, management, and organizational behavior literatures, the authors develop and test a model of retail employee sales performance that differs from previous efforts by utilizing multi-dimensional conceptualizations of potential antecedents as well as a promising yet previously unexamined employee job attitude–External Customer mind-set. The results indicate that the characteristics of the retail employee’s work environment, with one exception, are directly associated with enhanced job attitudes and reduced ambiguity. The exception is that greater amounts of job autonomy are associated with increased levels of ambiguity. Retail employee ambiguity regarding Customers and External Customer mind-set are both associated with sales performance.
