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Service orientation of a retailer's business strategy: dimensions, antecedents, and performance outcomes
This study adopts a comprehensive perspective on retail services by examining three important research gaps related to a service-oriented business strategy: First, the study elaborates on the dimensions of a service-oriented business strategy and introduces a new measure of this strategy. Second, the paper examines the antecedents of a service-oriented business strategy. In practice, there appears to be considerable variability in terms of the extent to which retailers demonstrate a service orientation, but there is a major gap in the understanding of what factors influence this orientation. Third, the study investigates the neglected link between a service-oriented business strategy and performance outcomes. To examine these three important areas, an empirical study of clothing and furniture retailers in both the US and Germany was conducted. This study provides evidence for the proposed conceptualization of a service-oriented business strategy. The study also finds that the investigated antecedents account for some variance of a service-oriented business strategy, which in turn positively affects company performance in the market and thereby profitability.Printed Journal
Ketersediaan
| Call Number | Location | Available |
|---|---|---|
| PSB lt.dasar - Pascasarjana | 1 |
| Penerbit | John Wiley & Sons., |
|---|---|
| Edisi | - |
| Subjek | Financial performance Customer services Market orientation Retail Stores Quality of service Variance analysis studies |
| ISBN/ISSN | 222429 |
| Klasifikasi | - |
| Deskripsi Fisik | - |
| Info Detail Spesifik | - |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas | Tidak Ada Data |