TITLE

THE DIRECT AND INDIRECT EFFECTS OF CUSTOMER FOCUS ON PERFORMANCE IN PUBLIC FIRMS

AUTHOR(S)
Yaacob, Zulnaidi
PUB. DATE
June 2014
SOURCE
International Journal for Quality Research;2014, Vol. 8 Issue 2, p265
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
It has been demonstrated within the literature that the practice of customer focus is significantly associated with customer satisfaction. However, the possibility that the construct of customer focus may affect other relevant measures remains underexplored. As such, this paper discusses the effect that customer focus has on organizational performance, operating upon the premise that customer satisfaction is an end result of other relevant performance measures such as employee satisfaction, innovation, and cost benefits. Data were collected from 205 managers within the public service sector, all of whom were directly involved with the process of customer focus. The results of this study revealed that customer focus is a significant predictor of employee satisfaction, innovation, and customer satisfaction. The structural model developed also indicated that there is an indirect relationship between customer focus and customer satisfaction, as determined by employee satisfaction. In addition, the effect of customer focus on innovation is mediated by employee satisfaction. Therefore, this model implies that the practice of customer focus may enable public firms to increase their levels of performance.
ACCESSION #
97023612

 

Related Articles

  • What Business Can Learn from Government. Greenspun, Lawrence; Wartzman, Rick // Harvard Business Review Digital Articles;1/12/2015, p2 

    The article points out lessons that businesses can learn from the public sector about innovation including encouraging employees to view themselves as innovators, gathering and analyzing data to improve performance and providing residents with technology to enhance government services.

  • Assessing the Performance of Business Incubators: Recent France Evidence. M'Chirgui, Zouhaïer // Business & Management Research;Mar2012, Vol. 1 Issue 1, p62 

    Based on original data collected from a recently implemented national program on incubators, this paper provides a first attempt to assess the performance of business incubators in France following their launch in 1999 and covering the period 2000-2009. The paper runs with the general believe...

  • THE POSSIBILITY OF EVALUATING AN ENTERPRISE'S PERFORMANCE IN TERMS OF EVALUATING ITS CUSTOMER SATISFACTION. Suchánek, Petr; Králová, Maria // International Multidisciplinary Scientific Conference on Social ;2015, p491 

    When seeking to assess the impact of customer satisfaction on company performances, there are many ways to assess such performance. The preferred option, however, is to use ratios. Internationally, one of the most common indicators Tobin's q. This, cannot, however, be used for most enterprises...

  • Corporate Performance Of Privatized Firms In Vietnam. Thi Quy Vo; Swierczek, Fredric William; Nguyen, Duc Khuong // Journal of Applied Business Research;Sep/Oct2013, Vol. 29 Issue 5, p1437 

    We investigate the impacts of state shareholding, corporate culture and employee commitment on corporate performance of privatized firms in the Vietnamese context. Using data collected from a structured questionnaire as well as companies' annual reports, we show that only organizational...

  • A Comparison Of Private And Public Sector Performance. Caemmerer, Barbara; Dewar, Alistair // Journal of Applied Business Research;Sep/Oct2013, Vol. 29 Issue 5, p1451 

    In the past, public sector organizations have been used as examples of service atrocities - but in light of unstable overall customer satisfaction levels across countries and industries the purpose of this research note is to investigate whether their private counterparts fare much better in...

  • VARTOTOJŲ PASITENKINIMO VIEÅ OJO SEKTORIAUS PASLAUGOMIS YPATUMAI. Diržytė, Aistė; Patapąs, Aleksandras // Viesoji Politika ir Administravimas;2013, Vol. 12 Issue 4, p557 

    This paper aims to reveal the features of consumers' satisfaction with public services, as consumers' satisfaction with services is one of the indicators of quality of services in organizations. It is very important to know the level of consumers' satisfaction, which may reflect the quality of...

  • AN INSTITUTIONAL-BASED VIEW OF INNOVATION - AN EXPLORATIVE COMPARISON OF BUSINESS GROUPS IN CHINA AND INDIA. VECCHI, ALESSANDRA; DELLA PIANA, BICE; VIVACQUA, ENRICA // International Journal of Innovation Management;Oct2015, Vol. 19 Issue 5, p-1 

    The aim of this explorative study is to compare the innovation performance of business groups in China and India in order to identify their distinctive local innovation dynamics. Data collection mainly relied on two sources: The world's 142 countries ranked by the Global Innovation Index Report...

  • Think small, MOVE FAST. Wedde, Simon // NZ Marketing Magazine;Sep/Oct2014, p60 

    The article focuses on the characteristics of start-ups that established companies are trying to adopt in order to stay competitive. These include the start-ups' ability to adapt quickly to a changing market, and their continued effort to create rewarding customer experiences. Also mentioned is...

  • DOES MARKETING RELATE TO FINANCE? - "MARKETING IS FINANCE?" THEORETICAL PERCEPTION. ELVIRA, FETAHU // European Journal of Business & Economics;2014, Vol. 9 Issue 2, p4 

    As market develops and grows continuously and internationalizes, the confusion among companies increases regarding their orientation of the business. They find it each day more difficult to grab new shares in the market, to capture and gain new customers, to hold their clientele, to increase...

Share

Read the Article

Courtesy of THE LIBRARY OF VIRGINIA

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics