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How a customer mission statement affects company performance

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References

1985Problems and Strategies in Services Marketing2,819 cited
1988Assessing Advantage: A Framework for Diagnosing Competitive Superiority2,651 cited
1974Difference in Attribute Importance for Different Industrial Products355 cited
1989How companies define their mission343 cited
1964The Case for Redefining Services255 cited
1978Vendor selection and the buying process209 cited
1976Physical Distribution Service in Industrial Purchase Decisions165 cited
1985Resellers’ Supplier Selection Criteria for Different Consumer Products53 cited

Cited by

2001Measuring the mission effect in human intellectual capital82 cited
2012Of Mission and Vision Statements and Their Potential Impact on Employee Behaviour and Attitudes: The Case of A Public But Profit-Oriented Tertiary Institution69 cited
2007Imaging the Organization: Language Use in Organizational Identity Claims64 cited
2002Corporate Commitment to Quality of Life: Evidence from Company Mission Statements64 cited
2000Mission Statements in Canadian Not-for-Profit Hospitals: Does Process Matter?64 cited
1995Stock market reactions to customer service changes64 cited
2001

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Exploring the application of mission statements on the World Wide Web

62 cited

2009Managers of small and medium enterprises: mission statement and enhanced organisational performance53 cited

1992Measuring and managing customer service in industrial firms53 cited

2010Mission-Driven Organizations in Japan: Management Philosophy and Individual Outcomes52 cited

1996High tech firms: Does mission matter?47 cited

2000The Effects of Formal Strategic Marketing Planning on the Industrial Firm's Configuration, Structure, Exchange Patterns, and Performance37 cited

2003The Strategic Planning Process: The Link between Mission Statement and Organizational Performance33 cited

1995Manufacturers need to show greater commitment to customer service31 cited

1997Developing a mission for an entrepreneurial venture24 cited

1992“Our five year mission— to boldly go where no man has been before… .”23 cited