The path to customer centricity

被引：276

作者：

Shah, Denish

Rust, Roland T. ^{[1
]}

Parasuraman, A.

Staelin, Richard

Day, George S.

机构：

[1] Univ Connecticut, Storrs, CT 06269 USA

[2] Univ Maryland, College Pk, MD 20742 USA

[3] Univ Miami, Coral Gables, FL 33124 USA

[4] Duke Univ, Durham, NC 27706 USA

[5] Univ Penn, Philadelphia, PA 19104 USA

来源：

JOURNAL OF SERVICE RESEARCH | 2006年 / 9卷 / 02期

关键词：

customer centricity; product-centric to customer-centric; market-driven; market-oriented; organization change;

D O I：

10.1177/1094670506294666

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

The concept of customer centricity and its benefits have been discussed for more than 50 years. Despite this fact, many firms are still struggling to fully align themselves to the customer-centric paradigm. This article identifies fundamental issues and challenges that typically deter a firm from becoming customer-centric. These are mainly related to the organizational culture, structure, processes, and financial metrics of the firm. To overcome these barriers, the article suggests a path to customer centricity that is driven by a strong leadership commitment, organizational realignment, systems and process support, and revised financial metrics. The article concludes with directions for further research.

引用

页码：113 / 124

页数：12

共 67 条

[51] On the profitability of long-life customers in a noncontractual setting: An empirical investigation and implications for marketing [J].