Organisational culture of customer care: market orientation and service quality

2007 ◽  
Vol 3 (2) ◽  
pp. 137 ◽  
Author(s):  
Kenneth W. Green ◽  
Subrata Chakrabarty ◽  
Dwayne Whitten
Keyword(s):  
Service Quality ◽  
Market Orientation ◽  
Organisational Culture ◽  
Customer Care

scholarly journals The Role of TQMk in Increasing the Effectiveness of E-Marketing within the Jordanian Telecommunication Sector

2021 ◽  
Vol 16 (5) ◽  
pp. 1353-1368
Author(s):  
Mohammad Fahmi Al-Zyoud ◽  
Lu’ay Al-Mu’ani ◽  
Malek Alsoud ◽  
Anas Alsoud
Keyword(s):  
Service Quality ◽  
Market Orientation ◽  
Project Managers ◽  
Influential Factor ◽  
Total Quality ◽  
Telecommunication Sector ◽  
The Social ◽  
Electronic Marketing ◽  
Effectiveness And Efficiency

The current study focused on examining the role of TQMk (Total Quality Marketing) in increasing the effectiveness of e-marketing within Jordanian telecommunication sector; TQMk included variables of service quality, market orientation and the customer-focused approach. A quantitative approach was adopted through utilizing a questionnaire, which was distributed to 18 marketing and project managers within Jordanian telecommunication organizations (Zain, Umniah and Orange). Results of the study indicated that TQMk can have an influence in increasing the effectiveness and efficiency of e-marketing solutions within the organization and mainly within the social marketing and electronic marketing departments, through developing the variable of the customer-focused approach, which has the deepest influence on e-marketing approach’s effectiveness; it was followed by an influence of service quality, and the least influential factor was market orientation. The study recommended focusing on clients within the targeted markets through different aspects, including price, new products acceptance, customer behavior and purchase decision motivators.

Organisational Culture, Politics and Ideology: Understanding Customer Care

1992 ◽  
Vol 15 (5/6) ◽  
pp. 33-34
Author(s):  
Eric Harrison ◽  
Mick Marchington
Keyword(s):  
Organisational Culture ◽  
Customer Care

THE QUALITY OF HOTEL PERFORMANCE (The Effectiveness and Efficiency)

1999 ◽  
Vol 5 (1-2) ◽  
pp. 145-160
Author(s):  
Ivanka Avelini Holjevac ◽  
Ana Marija Vrtodušić
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Hospitality Industry ◽  
Management Systems ◽  
Business Success ◽  
Quality Management Systems ◽  
Customer Care ◽  
Hotel Performance ◽  
Effectiveness And Efficiency

Service quality has been a major preoccupation of the hospitality industry throughout the 1980s and the early 1990s. Quality management systems have been clearly identified as a means of increasing the professionalism and social competence of staff, while developments such as customer care programs and quality teams have produced notable improvements in the effectiveness and efficiency. Starting from the main economic goal of making profit in each enterprise, it is necessary to measure and to evaluate effectiveness and efficiency. The aim of this paper is to emphasize the importance and necessity of measuring two aspects of the quality of business success: effectiveness (hotel market success) and efficiency (hotel economy). The paper defines effectiveness and efficiency as well as key ratios for measuring and evaluating those two aspects of quality of business success.

Customer care and service quality

2019 ◽  
pp. 437-446
Author(s):  
Michael J. Boella ◽  
Steven Goss-Turner
Keyword(s):  
Service Quality ◽  
Customer Care

Managing overall service quality in customer care centers

2005 ◽  
Vol 16 (2) ◽  
pp. 135-151 ◽  
Author(s):  
Roland Kantsperger ◽  
Werner H. Kunz
Keyword(s):  
Service Quality ◽  
Customer Care

scholarly journals Understanding the layers of a market-oriented organisational culture

2019 ◽  
Vol 37 (1) ◽  
pp. 16-30 ◽  
Author(s):  
Jacqueline Byrne ◽  
Tomás Dwyer ◽  
Declan Doyle
Keyword(s):  
Synergistic Effect ◽  
Market Orientation ◽  
Mixed Method ◽  
Organisational Culture ◽  
Successful Implementation ◽  
Company Performance ◽  
The Core ◽  
Cultural Layers ◽  
Survey Interviews ◽  
A Company

Abstract Organisations with market-oriented cultures outperform other organisations. Thus, the creation of such a culture is paramount. This paper details how distinct layers of an organisation’s culture can in combination influence market-oriented behaviours. The importance of organisational culture in the successful implementation of a market orientation strategy has been recognised. However, an awareness of how the layers of organisational culture, such as values, norms and artefacts, can contribute to market-oriented behaviour is still under research. The layers of organisational culture were thus investigated in three mixed-method case studies of Irish companies utilising a questionnaire survey, interviews and observations. The core conclusion of the study is that the combined synergistic effect of the particular unique organisational cultural layers in a company encourages market-oriented behaviours. This research adds necessary details for managers who seek to develop and create a market-oriented culture to improve company performance.

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