A copy of this work was available on the public web and has been preserved in the Wayback Machine. The capture dates from 2019; you can also visit the original URL.
The file type is application/pdf.
Organisational culture of customer care: market orientation and service quality
2007
International Journal of Services and Standards
Preserved Fulltext
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
doi:10.1504/ijss.2007.012925
fatcat:j5opul6cvrbgtedut3weh2xkgu