Organisational culture of customer care: market orientation and service quality Academic Article

abstract

• The purpose of this study is to assess the proposition that adoption of a market orientation leads to improved service quality for service sector organisations. We argue that an organisational culture incorporating customer care as its central tenet and involving efforts to understand the needs of customers through a market orientation enables the organisation to provide quality services that satisfy the identified customer needs. Data were collected from 15 service providers using the MORTN scale to measure market orientation and the SERFPERF scale to measure service quality. The results support the theorised positive link between market orientation and service quality. Copyright 2007 Inderscience Enterprises Ltd.

authors

• Whitten, G.

published proceedings

• International Journal of Services and Standards

author list (cited authors)

• Green, K. W., Chakrabarty, S., & Whitten, D.

citation count

• 25

complete list of authors

• Green, Kenneth W||Chakrabarty, Subrata||Whitten, Dwayne

publication date

• May 2007

publisher

• Inderscience Publishers  Publisher

published in

• International Journal of Services and Standards  Journal

keywords

• 35 Commerce, Management, Tourism And Services
• 3504 Commercial Services

Digital Object Identifier (DOI)

• 10.1504/ijss.2007.012925

start page

• 137

end page

• 137

volume

• 3

issue

• 2

URL

• http://dx.doi.org/10.1504/ijss.2007.012925