Customer mind-set of employees throughout the organization
Karen Norman Kennedy, Felicia G. Lassk, Jerry R. Goolsby
Journal of the Academy of Marketing Science · 2002 · Volume 30 · Issue 2
Abstract
Previous research has provided strong evidence for the benefits of embracing a market orientation, an organizational focus highlighting the needs of customers, and the creation of customer value. This study extends this focus on the customer to the individual worker level. A construct, customer mind-set (CMS), is developed that reflects the extent to which an individual employee believes that understanding and satisfying customers, whether internal or external to the organization, is central to the proper execution of his or her job. In this exploratory study, the authors develop a parsimonious scale for measuring CMS. Relationships between CMS and significant organizational variables are examined to establish CMS's validity and provide some tentative insights into its value to researchers and practitioners. The authors believe the CMS construct will allow for operational-level analysis of the extent to which a customer orientation is embraced throughout an organization, permitting managers to implement targeted improvement strategies.
Keywords
Organizational Commitment, Market Orientation, Customer Orientation, Quality Professional, Personal Selling
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