The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.
The Path to Customer Centricity
Abstract
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.
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Citations
Cites
Evolving to a New Dominant Logic for Marketing
Vargo, S. L., & Lusch, R. F. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.1.1.24036 · Cited by 14,779
Return on Marketing: Using Customer Equity to Focus Marketing Strategy
Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.1.109.24030 · Cited by 2,151
Self-citationA Customer Lifetime Value Framework for Customer Selection and Resource Allocation Strategy
Venkatesan, R., & Kumar, V. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.4.106.42728 · Cited by 948
Gupta, S., Lehmann, D. R., & Stuart, J. A. (2004) · Journal of Marketing Research · doi:10.1509/jmkr.41.1.7.25084 · Cited by 849
Cited by
Understanding customer experience throughout the customer journey
Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing · doi:10.1509/jm.15.0420 · Cited by 5,765
Digital transformation: A multidisciplinary reflection and research agenda
Verhoef, P. C., Broekhuizen, T., Bart, Y., Bhattacharya, A., Qi Dong, J., Fabian, N., & Haenlein, M. (2021) · Journal of Business Research · doi:10.1016/j.jbusres.2019.09.022 · Cited by 5,720
Characterizing Value as an Experience: Implications for Service Researchers and Managers
Helkkula, A., Kelleher, C., & Pihlström, M. (2012) · Journal of Service Research · doi:10.1177/1094670511426897 · Cited by 605
Understanding the Marketing Department's Influence within the Firm
Verhoef, P. C., & Leeflang, P. S. H. (2009) · Journal of Marketing · doi:10.1509/jmkg.73.2.14 · Cited by 587
Servitization and deservitization: Overview, concepts, and definitions
Kowalkowski, C., Gebauer, H., Kamp, B., & Parry, G. (2017) · Industrial Marketing Management · doi:10.1016/j.indmarman.2016.12.007 · Cited by 558
Metadata
- Authors
- Shah, D., Rust, R. T., Parasuraman, A., Staelin, R., & Day, G. S.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2006-11
- Volume
- 9
- Issue
- 2
- Pages
- 113-124
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2100310563
- Cited by
- 591
- References
- 4
- FWCI
- 35.23
- Type
- journal article
- Language
- en
- Open access
- closed
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
