Neil A. Morgan, Bruce H. Clark, Douglas W. Vorhies
{"title":"Market-oriented culture and customer feedback processes","authors":"Neil A. Morgan, Bruce H. Clark, Douglas W. Vorhies","doi":"10.4337/9781788113601.00009","DOIUrl":"https://doi.org/10.4337/9781788113601.00009","url":null,"abstract":"","PeriodicalId":425927,"journal":{"name":"Handbook on Customer Centricity","volume":"138 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-08-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116179785","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Enhancing customer centricity via 3D printing","authors":"A. Rindfleisch, Subin Im","doi":"10.4337/9781788113601.00021","DOIUrl":"https://doi.org/10.4337/9781788113601.00021","url":null,"abstract":"","PeriodicalId":425927,"journal":{"name":"Handbook on Customer Centricity","volume":"27 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-08-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127800318","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Service innovation from the frontlines in customer-centric organizations","authors":"Ozlem Ozkok, Jagdip Singh, Kwanghui Lim, S. Bell","doi":"10.4337/9781788113601.00010","DOIUrl":"https://doi.org/10.4337/9781788113601.00010","url":null,"abstract":"Meta-analyses of the literature on service innovation, defined as the introduction of new or enhanced offerings that increase customer value (Ordanini & Parasuraman 2011; Dotzel, Shankar, & Berry 2013), show two consistent themes despite the significant heterogeneity of findings across studies (Saeed et al. 2015; Storey et al. 2016). First, there is compelling evidence that service innovation, just like product innovation, contributes to firm performance (Saeed et al. 2015; Calantone, Harmancioglu, & Droge 2010; Rubera & Kirca 2012). Second, unlike for product innovation, frontline involvement is among the “top-10” antecedents of commercial success from service innovation and customer involvement is critical for gaining competitive advantage from service innovation (Storey et al. 2016). In a meta-analysis of 232 studies, Saeed et al. (2015) distinguished between two meta-orientations that differentially influence a firm’s capabilities for innovation—an inside-out orientation that engages strategic firm-specific resources, and outside-in orientation that engages external marketand customers-specific resources. Referring to these alternate orientations, Storey et al. (2016, p. 541) concluded that “product firms succeed by creating knowledge internally (inside-out), whereas service firms succeed more often by utilizing external knowledge and capabilities (outside-in).” The preceding findings suggest that competitive advantage through service innovation in customer-centric organizations is likely to rest on its frontlines including customer contact employees, often referred to as frontline employees (FLEs), who act as boundary spanners to connect the organization to its customers. Frontlines contribute to a firm’s outside-in capability and generate novel service ideas from customer interactions. Although the boundary-spanning role of frontline employees is well recognized, much previous research has theorized frontline activities using a demands-control or conservation of resources framework. Specifically, prior research has focused on a distinctive feature of frontline positions as “caught in the middle” of organizational imperatives that direct frontline activities toward increasing revenue and profitability, and customer","PeriodicalId":425927,"journal":{"name":"Handbook on Customer Centricity","volume":"62 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-08-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129291477","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Branding and Technology Perspectives on Customer Centricity","authors":"","doi":"10.4337/9781788113601.00018","DOIUrl":"https://doi.org/10.4337/9781788113601.00018","url":null,"abstract":"","PeriodicalId":425927,"journal":{"name":"Handbook on Customer Centricity","volume":"30 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115592496","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Relational Perspectives on Customer Centricity","authors":"","doi":"10.4337/9781788113601.00013","DOIUrl":"https://doi.org/10.4337/9781788113601.00013","url":null,"abstract":"","PeriodicalId":425927,"journal":{"name":"Handbook on Customer Centricity","volume":"84 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131050309","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}