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Customer orientation as a multidimensional construct : Evidence from the Russian markets. / Smirnova, Maria M.; Rebiazina, Vera A.; Frösén, Johanna.

In: Journal of Business Research, Vol. 86, 01.05.2018, p. 457-467.

Research output: Contribution to journal › Article › peer-review

Harvard

Smirnova, MM, Rebiazina, VA & Frösén, J 2018, 'Customer orientation as a multidimensional construct: Evidence from the Russian markets', Journal of Business Research, vol. 86, pp. 457-467. https://doi.org/10.1016/j.jbusres.2017.10.040

APA

Smirnova, M. M., Rebiazina, V. A., & Frösén, J. (2018). Customer orientation as a multidimensional construct: Evidence from the Russian markets. Journal of Business Research, 86, 457-467. https://doi.org/10.1016/j.jbusres.2017.10.040

Vancouver

Smirnova MM, Rebiazina VA, Frösén J. Customer orientation as a multidimensional construct: Evidence from the Russian markets. Journal of Business Research. 2018 May 1;86:457-467. https://doi.org/10.1016/j.jbusres.2017.10.040

Author

Smirnova, Maria M. ; Rebiazina, Vera A. ; Frösén, Johanna. / Customer orientation as a multidimensional construct : Evidence from the Russian markets. In: Journal of Business Research. 2018 ; Vol. 86. pp. 457-467.

BibTeX

@article{144d53f03fed4193b4671a66badc5b34,
title = "Customer orientation as a multidimensional construct: Evidence from the Russian markets",
abstract = "This study revisits one of the most widely used concepts in marketing - customer orientation (CO) - in the context of the Russian emerging market. Analysis of three sets of survey data, combined with insights from in-depth interviews with industry experts, suggest that customer orientation in the Russian market consists of two distinct dimensions: customer-centric strategy and customer service delivery. Both dimensions contribute to firms{\textquoteright} ability to serve their customers, adapt to their market environment, and optimize growth and profitability. However, the relative impact of the two dimensions of CO does differ across diverse types of performance outcomes, suggesting that both are critical in a firm's quest to improve its overall business performance.",
keywords = "Business performance, Customer orientation, Customer service delivery, Customer-centric strategy, Emerging markets, Russia, SCOPUS, РИНЦ",
author = "Smirnova, {Maria M.} and Rebiazina, {Vera A.} and Johanna Fr{\"o}s{\'e}n",
note = "Smirnova, M. Customer orientation as a multidimensional construct: Evidence from the Russian markets / M. Smirnova, V. Rebiazina, J. Fr{\"o}s{\'e}n // Journal of Business Research. - 2018. - Volume 86. - P. 457-467.",
year = "2018",
month = may,
day = "1",
doi = "10.1016/j.jbusres.2017.10.040",
language = "English",
volume = "86",
pages = "457--467",
journal = "Journal of Business Research",
issn = "0148-2963",
publisher = "Elsevier",

}

RIS

TY - JOUR

T1 - Customer orientation as a multidimensional construct

T2 - Evidence from the Russian markets

AU - Smirnova, Maria M.

AU - Rebiazina, Vera A.

AU - Frösén, Johanna

N1 - Smirnova, M. Customer orientation as a multidimensional construct: Evidence from the Russian markets / M. Smirnova, V. Rebiazina, J. Frösén // Journal of Business Research. - 2018. - Volume 86. - P. 457-467.

PY - 2018/5/1

Y1 - 2018/5/1

N2 - This study revisits one of the most widely used concepts in marketing - customer orientation (CO) - in the context of the Russian emerging market. Analysis of three sets of survey data, combined with insights from in-depth interviews with industry experts, suggest that customer orientation in the Russian market consists of two distinct dimensions: customer-centric strategy and customer service delivery. Both dimensions contribute to firms’ ability to serve their customers, adapt to their market environment, and optimize growth and profitability. However, the relative impact of the two dimensions of CO does differ across diverse types of performance outcomes, suggesting that both are critical in a firm's quest to improve its overall business performance.

AB - This study revisits one of the most widely used concepts in marketing - customer orientation (CO) - in the context of the Russian emerging market. Analysis of three sets of survey data, combined with insights from in-depth interviews with industry experts, suggest that customer orientation in the Russian market consists of two distinct dimensions: customer-centric strategy and customer service delivery. Both dimensions contribute to firms’ ability to serve their customers, adapt to their market environment, and optimize growth and profitability. However, the relative impact of the two dimensions of CO does differ across diverse types of performance outcomes, suggesting that both are critical in a firm's quest to improve its overall business performance.

KW - Business performance

KW - Customer orientation

KW - Customer service delivery

KW - Customer-centric strategy

KW - Emerging markets

KW - Russia

KW - SCOPUS

KW - РИНЦ

UR - http://www.scopus.com/inward/record.url?scp=85034862501&partnerID=8YFLogxK

U2 - 10.1016/j.jbusres.2017.10.040

DO - 10.1016/j.jbusres.2017.10.040

M3 - Article

AN - SCOPUS:85034862501

VL - 86

SP - 457

EP - 467

JO - Journal of Business Research

JF - Journal of Business Research

SN - 0148-2963

ER -

ID: 9446658