期刊
SERVICE INDUSTRIES JOURNAL
卷 34, 期 5, 页码 439-454出版社
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/02642069.2014.871533
关键词
consumer identification; service orientation; interaction orientation
类别
A service orientation aims to provide professional and comprehensive service items to consumers in a sale or a non-sale situation, while an interaction orientation has the goal of creating good interaction ability with individual customers in order to maintain long-term, profitable customer relationships, and in the process obtaining valuable information about individual customers. These orientations build customer-centric operations and develop competitive advantages, thus enhancing firm performance and customer value. The main purpose of this study was to examine the relative and collective contributions of different strategic orientations on a firm's performance, with a focus on consumer-company identification. The structural equation model results indicate that (1) both service orientation and interaction orientation positively influence consumer-company identification and (2) interaction orientation results in higher perceived consumer identification.
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据