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Service Orientation: Its Impact on Business Performance in the Medical Service Industry

16 references·16 citing·38 second hopsampled

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References

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1984Research in Organizational Behavior10,806 cited
1990The Effect of a Market Orientation on Business Profitability7,973 cited
1990Market Orientation: The Construct, Research Propositions, and Managerial Implications7,320 cited
1993Market Orientation: Antecedents and Consequences7,032 cited
2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1990Zero defections: quality comes to services.5,373 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1990The Effect of a Market Orientation on Business Profitability4,254 cited
2002Consumer Trust, Value, and Loyalty in Relational Exchanges4,193 cited
1993Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis3,864 cited
1992Corporate Culture and Performance3,389 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
1994

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Does Competitive Environment Moderate the Market Orientation-Performance Relationship?

2,621 cited

1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,920 cited

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2018Linking organizational service orientation to retailer profitability: Insights from the service-profit chain59 cited
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2019An integrated model of marketing knowledge – a tacit knowledge perspective56 cited
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2013The Effect of Service Orientation on Financial Performance: The Mediating Role of Job Satisfaction and Customer Satisfaction45 cited
2017Impact of operational innovations on customer loyalty in the healthcare sector44 cited
2008Service staff attitudes, organisational practices and performance drivers42 cited
2012Internal marketing and the moderating role of employees: An exploratory study37 cited
2013Developing an integrative model of internal and external marketing35 cited
2018Investigating Effect of Service Encounter, Value, and Satisfaction on Word of Mouth: An Outpatient Service Context26 cited
2008Service staff attitudes, organisational practices and performance drivers26 cited