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7 Chang, Tung-Zong; Chen, Su-Jane (1998), "Market orientation, service quality and business pro tability: a conceptual model and empirical evidence," Journal of Services Marketing; Vol. 12 Issue 6; 246-264.
8 Kara, Ali; Spillan, John E.; DeShields, Jr., Oscar W. (2004), "An Empirical Investigation of the Link Between Market Orientation and Business Performance in Nonpro t Service Providers," Journal of Marketing Theory & Practice; Vol. 12 Issue 2; 59-72.
9 Hammond, Kevin L.; Webster, Robert L.; Harmon, Harry A. (2006), "Market Orientation, Top Management Emphasis, and Performance within University Schools of Business: Implications for Universities," Journal of Marketing Theory & Practice; Vol. 14 Issue 1; 69-85
10 Homburg, Christian; P esser, Christian (2000), "A Multiple-Layer Model of Market-Oriented Organizational Culture: Measurement Issues and Performance Outcomes," Journal of Marketing Research; Vol. 37 Issue 4; 449-462.
11 Homburg, Christian; Grozdanovic, Marko; Klarmann, Martin (2007), “Responsiveness to Customers and Competitors: The Role of Affective and Cognitive Organizational Systems,” Journal of Marketing; Vol. 71 Issue 3; 18-38.
12 Deshpandé, Rohit; Farley, John U.; Webster Jr., Frederick E. (1993), "Corporate Culture Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis," Journal of Marketing; Vol. 57 Issue 1; 23-37.
13 Kotter, John P. and James L. Heskett.Corporate Culture and Performance. New York: The Free Press, 1992.
14 Ogbonna, Emmanuel; Harris, Lloyd (2000), “Leadership Style, Organizational Culture and Performance: Empirical Evidence from UK Companies,” International Journal of Human Resource Management; Vol. 14, Issue 4; 766-788.
15 Berson, Yair; Oreg, Shaul; Dvir, Taly (2005), “Organizational Culture as a Mediator of CEO Values and Organizational Performance,” Academy of Management Proceedings, pFF1-FF6
16 Forrester research reports indicate that many organizations across many industries are yet to engage in full customer transformation. See https://solutions.forrester.com/customer-experience-coverage- areas-nc/prove-roi-49836-3147MY.html
17 http://www.alanghamilton.com/adoption-2/culture-is-not-part-of- the-game-it-is-the-game/
18 This research is published in Brown, L. R, & Brown, C. L. (2014). The Customer Culture Imperative: A Leader’s Guide to driving Superior Performance, New York, NY, McGraw-Hill Education, Appendix 1, pp. 273-288.
19 Brown, L. R., and Brown, C. L. ibid. A detailed account of the research conducted can be found at www.marketculture.com/ resourcegateway.html
20 Elaboration of these seven customer culture disciplines can be found in Brown & Brown (2014) op. cit. chapter 1, pp. 7-29.
21 See http://www.goodreads.com/author/quotes/12008.Peter_F_ Drucker
22 See http://etalks.me/philip-kotler-marketing-for-better-world/
Authors: Dr Linden Brown and Chris Brown are authors of the 2015 award winning marketing book - The Customer Culture Imperative: A Leader’s Guide to Driving Superior Performance. Dr Brown is Visiting Professor at the Australian Graduate School of Management, Australian Business School, University of NSW, Sydney, Australia, and Chairman of MarketCulture Strategies. Chris Brown is CEO of MarketCulture Strategies, a Silicon Valley consultancy specializing in helping organizations measure and build a customer-centric culture.
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