This study identifies a frontline mechanism comprising autonomy, cohesion, and feedback that helps explain when and why the simultaneous pursuit of quality and productivity orientations has positive or negative effects on unit revenue, efficiency, and customer satisfaction. An empirical test of the proposed framework using data from 423 employees in 30 strategic business units and longitudinal ...

Research on the differences in customer satisfaction between product and service organizations has focused on an output perspective, or how customers evaluate performance. This study takes this research inside organizations to analyze and investigate how key internal quality practices of product versus service organizations (employee management, process orientation, and customer orientation) in...

Differences in the characteristics of behavior-based versus outcome-based salesforces are explored The most important differences between the two groups are intrinsic motivation and recognition motivation. The results indicate that professional competence, team orientation, risk aversion, sales support orientation, customer orientation and planning orientation are not significant, Behavior-base...

The marketing literature affirms the value of a customer orientation to organizational performance, but it is relatively silent on the implementation of this orientation. This research reports the results of a paired-comparison ethnographic study of the dynamics of implementing a customer orientation in a major public school district. Changes at a progressing site are compared with those at a s...