259
Views
72
CrossRef citations to date
0
Altmetric
Original Article

Reexamining the Link Between Customer Orientation and Business Performance: The Role of Information Systems

&
Pages 187-203 | Published online: 08 Dec 2014

References

  • Anderson, Eugene W., and Mary W. Sullivan (1993), "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, 12 (2), 125-143.
  • Anderson, James C. (1987), "An Approach for Confirmatory Measurement and Structural Equation Modeling of Organizational Properties," Management Science, 33 (April), 525-541.
  • Appiah-Adu, Kwaku, and Satyendra Singh (1998), "Customer Orientation and Performance: A Study of SMEs," Management Decision, 36 (6), 385-394.
  • Bagozzi, Richard, and Youjae Yi (1988), "On the Evaluation of Structural Equation Models," Journal of the Academy of Marketing Science, 16 (3), 74-94.
  • Bakos, John Y., and Michael E. Treacy (1985), "Information Technology and Corporate Strategy: A Research Perspective," MIS Quarterly, 9 (June), 107-119.
  • Balakrishnan, Subra (1996), "Benefits of Customer and Competitive Orientations in Industrial Markets," Industrial Marketing Management, 25 (4), 257-269.
  • Banker, Rajiv D., Gordon Potter, and Dhinu Srinivisan (2000), "An Empirical Investigation of an Incentive Plan that Includes Nonfinancial Performance Measures," Accounting Review, 75 (1), 65-92.
  • Barwise, Patrick, and John Farley (2003), "Which Marketing Metrics Are Used and Where?" Marketing Science Institute Report No. 03-111, Cambridge, MA.
  • Behn, Bruce, and Richard A. Riley, Jr. (1999), "Using Nonfinancial Information to Predict Financial Performance: The Case of the U.S. Airline Industry," Journal of Accounting, Auditing, and Finance, 14, 29-56.
  • Bentler, Peter M., and Chih-Ping Chou (1987), "Practical Issues in Structural Modeling," Sociological Methods and Research, 16 (1), 78-118.
  • Bharadwaj, Anandi S. (2000), "A Resource-Based Perspective on Information Technology Capability and Firm Performance: An Empirical Investigation," MIS Quarterly, 24 (1), 169-196.
  • Brady, Michael K., and Joseph J. Cronin, Jr. (2001), "Customer Orientation: Effects on Customer Service Perceptions and Outcome Behaviors," Journal of Service Research, 3 (February), 241-251.
  • BusinessWeek (2004), "Why Whirlpool Is Cleaning Up," July 30 (available at http://www.businessweek.com/bwdaily/dnflash/jul2004/nf20040730_5925_db053.htm).
  • Capon, Noel, John U. Farley, and Scott Hoenig (1990), "Determinants of Financial Performance: A Meta-Analysis," Management Science, 36 (10), 1143-1159.
  • Christensen, Clayton M., and Joseph L. Bower (1996), "Customer Power, Strategic Investment, and the Failure of Leading Firms," Strategic Management Journal, 17 (3), 197-218.
  • Clark, Charles E., Nancy C. Cavanaugh, Carol V. Brown, and V. Sambamurthy (1997), "Building Change-Readiness Capabilities in the IS Organization: Insights from the Bell Atlantic Experience," MIS Quarterly, 21 (4), 425-454.
  • Dawes, John (2000), "Market Orientation and Company Profitability: Further Evidence Incorporating Longitudinal Data," Australian Journal of Management, 25 (2), 173-199.
  • Day, George S. (1994), "The Capabilities of Market-Driven Organizations," Journal of Marketing, 58 (4), 37-52.
  • Day, George S, and PraKash Nedungadi (1994), "Managerial Representations of Competitive Advantage," Journal of Marketing, 58 (2), 31-44.
  • Day, George S, and Robyn Wensley (1988), "Assessing Advantage: A Framework for Diagnosing Competitive Superiority," Journal of Marketing, 52 (2), 1-20.
  • Dedrick, Jason, Vijay Gubanxani, and Kenneth L. Kramer (2003), "Information Technology and Economic Performance: A Critical Review of the Empirical Evidence," ACM Computing Surveys, 35 (1), 1-28.
  • Demsetz, Harold (1973), "Industry Structure, Market Rivalry, and Public Policy," Journal of Law and Economics, 16 (April), 1-19.
  • Deshpande, Rohit, John U. Farley, and Frederick E. Webster, Jr. (1993), "Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis," Journal of Marketing, 57 (January), 23-37.
  • Dess, Gregory G., and Richard B. Robinson (1984), "Measuring Organizational Performance in the Absence of Objective Measures: The Case of the Privately-Held Firm and Conglomerate Business Unit," Strategic Management Journal, 5 (3), 265-273.
  • Drucker, Peter (1954), The Practice of Management, New York: Harper & Row.
  • Eskildsen, Jacob (2003), "The Predictive Power of Intangibles," Measuring Business Excellence, 7 (2), 46-50.
  • Gatignon, Hubert, and Jean-Marc Xuereb (1997), "Strategic Orientation in the Firm and New Product Performance," Journal of Marketing Research, 34 (1), 77-90.
  • Glazer, Rashi (1991), "Marketing in an Information-Intensive Environment: Strategic Implications of Knowledge as an Asset," Journal of Marketing, 36 (May), 223-238.
  • Glazer, Rashi (1999), "Winning in Smart Markets," Sloan Management Review, 40 (Summer), 59-69.
  • Good, David J., and Roberta J. Schultz (1997), "Technological Teaming as a Marketing Strategy," Industrial Marketing Management, 26 (September), 413-422.
  • Good, David J., and Robert W. Stone (1995), "Computer Technology and the Marketing Organization: An Empirical Investigation," Journal of Business Research, 34 (November), 197-209.
  • Grover, Varun, and Pradipkumar Ramanial (1999), "Six Myths of Information and Markets: Information Technology Networks, Electronic Commerce, and the Battle for Consumer Surplus," MIS Quarterly, 23 (4), 455-485.
  • Hamel, Gary, and C.K. Prahalad (1994), Competing for the Future, Boston: Harvard Business School Press.
  • Han, Jin K., Namwoon Kim, and Rajendra K. Srivastava (1998), "Market Orientation and Organizational Performance: Is Innovation a Missing Link?" Journal of Marketing, 62 (4), 30-45.
  • Homburg, Christian, and Christian Pflesser (2000), "A Multiple-Layer Model of Market-Oriented Organizational Culture: Measurement Issues and Performance Outcomes," Journal of Marketing Research, 37 (4), 449-462.
  • Huber, George P. (1990), "A Theory of the Effects of Advanced Information Technologies on Organizational Design, Intelligence, and Decision Making," Academy of Management Review, 15 (1), 47-71.
  • Huber, George P, and Daniel J. Power (1985), "Retrospective Reports of Strategic-Level Managers: Guidelines for Increasing Their Accuracy," Strategic Management Journal, 6 (2), 171-180.
  • Hult, G. Tomas M., and David J. Ketchen, Jr. (2001)," Does Market Orientation Matter? A Test of the Relationship of Positional Advantage and Performance," Strategic Management Journal, 22 (9), 899-906.
  • Hussain, Md Mostaque, and A. Gunasekaran (2002), "An Institutional Perspective of Non-Financial Management Accounting Measures: A Review of the Financial Services Industry," Managerial Accounting Journal, 17 (9), 518-536.
  • International Data Corporation (2005), "Global IT Spending to Grow 6%," Framingham, MA, January 25 (available at http://www.smh.com.au/news/Breaking/Global-IT-spending-to-grow-6-report/2005/01/25/1106415563466.html
  • Ittner, Christopher, and David F. Larcker (2001), "Assessing Empirical Research in Managerial Accounting: A Value-Based Management Perspective," Journal of Accounting Research, 36 (December), 1-35.
  • Ittner, Christopher, and David F. Larcker (2003), "Coming Up Short on Nonfinancial Performance Measurement," Harvard Business Review, 81 (November), 88-95.
  • Jaccard, James, and Choi K. Wan (1996), LISREL Approaches to Interaction Effects in Multiple Regression, Newbury Park, CA: Sage.
  • Jaworski, Bernard J., and Ajay K. Kohli (1993), "Market Orientation: Antecedents and Consequences," Journal of Marketing, 57 (July), 53-70.
  • Jiang, James J., Gary Klein, and L. Christopher Carr (2002), "Measuring Information Systems Service Quality: SERVQUAL from the Other Side," MIS Quarterly, 26 (2), 145-166.
  • Jöreskog, Karl G. (1971), "Statistical Analysis of Sets of Cogeneric Tests," Psychometrika, 36 (2), 443-482.
  • Jöreskog, and Dag Sörbom (1990), "Model Search with TETRAD II and LISREL," Sociological Methods and Research, 19 (1), 93-107.
  • Jöreskog, and Dag Sörbom (1996). LISREL 8: User's Reference Guide, Chicago: Scientific Software International.
  • Kakabadse, Andrew, and Nada Kakabadse (2005), "Outsourcing: Current and Future Trends," Thunderbird International Business Review, 47 (2), 188-204.
  • Kennedy, Karen N., Jerry R. Goolsby, and Eric J. Arnould (2003), "Implementing a Customer Orientation: Extension of Theory and Application," Journal of Marketing, 67 (4), 67-81.
  • Kenny, David A., and Charles M. Judd (1984), "Estimating the Nonlinear and Interactive Effects of Latent Variables," Psychological Bulletin, 96 (11), 201-210.
  • Kenny, David A., Deborah A. Kashy, and Niall Bolger (1998), "Data Analysis in Social Psychology," in The Handbook of Social Psychology, vol. 1, 4th ed., Daniel T. Gilbert, Susan T. Fiske, and Gardner Lindzey, eds., Boston: McGraw-Hill, 233-265.
  • Kettinger, William, and Choong S. Lee (1997), "Pragmatic Perspectives on the Measurement of Information Systems Service Quality," MIS Quarterly, 21 (2), 223-240.
  • Kirca, Ahmet, Satish Jayachandran, and William O. Bearden (2005), "Market Orientation: A Meta-Analytic Review and Assessment of Its Antecedents and Impact on Performance," Journal of Marketing, 69 (2), 24-41.
  • Kohli, Ajay K., and Bernard J. Jaworski (1990), "Market Orientation: The Construct, Research Propositions, and Managerial Implications," Journal of Marketing, 54 (3), 1-18.
  • Kokkinaki, Flora, and Timothy Ambler (1999), "Marketing Performance Assessment: An Exploratory Investigation into Current Practice and the Role of Firm Orientation," Marketing Science Institute Report No. 99-114, Cambridge, MA.
  • Lukas, Bryan A., and O.C. Ferrell (2000), "The Effect of Market Orientation on Product Innovation," Journal of the Academy of Marketing Science, 28 (2), 239-247.
  • Mahnke, Volker, Mikkel L. Overby, and Jan Vang (2005), "Strategic Outsourcing of IT Services: Theoretical Stocktaking and Empirical Challenges," Industry & Innovation, 12 (2), 205-253.
  • Massey, Anne P., Mitzi M. Montoya-Weiss, and Kent Holcom (2001), "Re-engineering the Customer Relationship: Leveraging Knowledge Assets at IBM," Decision Support Systems, 32 (2), 155-170.
  • Mata, Francisco J., William L. Fuerst, and Jay B. Barney (1995), "Information Technology and Sustained Competitive Advantage: A Resource-Based Analysis," MIS Quarterly, 19 (4), 487-505.
  • Menguc, Bulent, and Seigyoung Auh (2006), "Creating a Firm-Level Dynamic Capability Through Capitalizing on Market Orientation and Innovativeness," Journal of the Academy of Marketing Science, 34 (1), 63-73.
  • Molloy, Steve, and Charles R. Schwenk (1995), "The Effects of Information Technology on Strategic Decision Making," Journal of Management Studies, 32 (3), 282-311.
  • Morgan, Neil, and Nigel Piercy (1996), "Exploring the Relationship Between Marketing and Quality Functions at the SBU Level: Influences and Outcomes," Research Papers in Management Studies, No. 19, University of Cambridge.
  • Narver, John C., and Stanley F. Slater (1990), "The Effect of Market Orientation on Business Profitability," Journal of Marketing, 54 (4), 20-35.
  • Noble, Charles H., Rajiv K. Sinha, and Ajith Kumar (2002), "Market Orientation and Alternative Strategic Orientations: A Longitudinal Assessment of Performance Implications," Journal of Marketing, 66 (4), 25-39.
  • Nunnally, Jum C. (1978), Psychometric Theory, 2nd ed., New York: McGraw-Hill.
  • Orlikowski, Wanda J., and C. Suzanne Iacono (2001), "Research Commentary: Desperately Seeking the ‘IT’ in IT Research—A Call to Theorizing the IT Artifact," Information Systems Research, 12 (June), 121-134.
  • Parasuraman, A., Valerie Zeithaml, and Leonard Berry (1988), "SERVQUAL: A Multi-Item Scale for Measuring Consumer Perception of Service Quality," Journal of Retailing, 64 (Spring), 12-40.
  • Pelham, Alfred M., and David T. Wilson (1996), "A Longitudinal Study of the Impact of Market Structure, Firm Structure, Strategy, and Market Orientation Culture on Dimensions of Small-Firm Performance," Journal of the Academy of Marketing Science, 24 (1), 27-43.
  • Pitt, Leyland. F., Richard T. Watson, and C. Bruce Kavan (1995), "Service Quality: A Measure of Information System Effectiveness," MIS Quarterly, 19 (2), 173-187.
  • Pitt, Leyland. F., Richard T. Watson, and C. Bruce Kavan (1997), "Measuring Information Systems Service Quality: Concerns for a Complete Canvas," MIS Quarterly, 21 (2), 209-221.
  • Podsakoff, Phillip M., and Dennis W. Organ (1986), "Self-Reports in Organizational Research: Problems and Prospects," Journal of Management, 12 (4), 531-544.
  • Podsakoff, Phillip M., Scott B. MacKenzie, Jeong-Yeon Lee, and Nathan P. Podsakoff (2003), "Common Method Biases in Behavioral Research: A Critical Review of the Literature and Recommended Remedies," Journal of Applied Psychology, 88 (5), 879-903.
  • Reich, Blaize H., and Isak Benbasat (1990), "An Empirical Investigation of Factors Influencing the Success of Customer-Oriented Strategic Systems," Information Systems Research, 1 (3), 325-347.
  • Sawhney, Mohanbir, and Jeff Zabin (2002), "Managing and Measuring Relational Equity in the Network Economy," Journal of the Academy of Marketing Science, 30, Special Issue (Fall), 313-332.
  • Scott, Judy E. (1998), "Organizational Knowledge and the Intranet," Decision Support Systems, 23 (May), 3-17.
  • Scott, Judy E. (2000), "Facilitating Interorganizational Learning with Information Technology," Journal of Management Information Systems, 17, 2 (Fall), 81-113.
  • Shaw, Nancy C., William H. DeLone, and Fred Niederman (2002), "Sources of Dissatisfaction in End-User Support: An Empirical Study," Database for Advances in Information Systems, 33 (2), 41-55.
  • Singh, Satyendra, and Ashok Ranchhod (2004), "Market Orientation and Customer Satisfaction: Evidence from British Machine Tool Industry," Industrial Marketing Management, 33 (2), 135-144.
  • Slater, Stanley F., and John C. Narver (1998), "Customer-Led and Market-Oriented: Let's Not Confuse the Two," Strategic Management Journal, 19 (10), 1001-1006.
  • Slater, Stanley F., and John C. Narver (1999), "Research Notes and Communications: Market-Oriented is More than Being Customer-Led," Strategic Management Journal, 12 (December), 1165-1168.
  • Smallwood, D., and John Conlisk (1979), "Product Quality in Markets Where Consumers Are Imperfectly Informed," Quarterly Journal of Economics, 93 (February), 1-23.
  • Szymanski, David M., Sundar Bharadwaj, and P. Rajan Varadarajan (1993), "An Analysis of the Market Share-Profitability Relationship," Journal of Marketing, 57 (July), 1-18.
  • Varadarajan, P. Rajan, and Manjit S. Yadav (2002), "Marketing Strategy and the Internet: An Organizing Framework," Journal of the Academy of Marketing Science, 30 (Special Issue, Fall), 296-312.
  • Voss, Glenn B., and Zannie G. Voss (2000), "Strategic Orientation and Firm Performance in an Artistic Environment," Journal of Marketing, 64 (1), 67-83.
  • Wall, Toby B., Michie Jonathan, Malcolm Patterson, Stephen J. Wood, Maura Sheehan, Chris W. Clegg, and Michael West (2004), "On the Validity of Subjective Measures of Company Performance," Personnel Psychology, 57 (1), 95-118.
  • Watson, Richard T., Leyland F. Pitt, and C. Bruce Kavan (1998), "Measuring Information Systems Service Quality: Lessons from Two Longitudinal Case Studies," MIS Quarterly, 22 (1), 61-79.
  • Widaman, Kenneth F. (1985), "Hierarchically Nested Covariance Structure Models for Multi-Trait-Multi-Method Data," Applied Psychological Measurement, 9 (1), 1-26.
  • Williams, Larry J., Joseph A. Cote, and M. Ronald Buckley (1989), "Lack of Variance in Self-Reported Affect and Perceptions of Work: Reality or Artifact?" Journal of Applied Psychology, 74 (3), 462-468.
  • Wind, Jerry, and Arvid Rangaswamy (2001), "Customerization: The Next Revolution in Mass Customization," Journal of Interactive Marketing, 15 (1), 13-32.
  • Reichheld, Frederick F. (1996), The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value, Boston: Harvard Business School Press.
  • Rindfleisch, Aric, and Christine Moorman (2003), "Interfirm Cooperation and Customer Orientation," Journal of Marketing Research, 40 (November), 421-436.
  • Said, A. Amal, Hassan R. HassabElnaby, and Benson Wier (2003), "An Empirical Investigation of the Performance Consequences of Nonfinancial Measures," Journal of Management Accounting Research, 15 (1), 193-223.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.