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Cited by 403

The DOI matches its Crossref record; 10 of the 10 references it cites were found in a registry or an index.

Implementing the Marketing Concept at the Employee-Customer Interface: The Role of Customer Need Knowledge

Homburg, Christian, Wieseke, Jan, Bornemann, Torsten·2009·Journal of Marketing
DOI 10.1509/jmkg.73.4.064
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Abstract

Although the identification of customer needs constitutes a cornerstone of the marketing concept, the accuracy of frontline employees’ perceptions of customer needs has never been examined in a systematic manner. Following research in social cognition, this article introduces the concept of “customer need knowledge” (CNK), which describes the extent to which a frontline employee can accurately identify a given customer's hierarchy of needs. The results of two large-scale, multilevel investigations involving data from three different levels (customers, employees, and managers) demonstrate the importance of CNK for the provision of customer satisfaction and customer value. In particular, CNK fully mediates the influence of employees’ customer orientation and cognitive empathy on these customer outcomes. Moreover, whereas the length of the relationship between an employee and a particular customer enhances CNK, a large age discrepancy in relation to the customer decreases employees’ level of CNK.

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Metadata

Authors
Homburg, C., Wieseke, J., & Bornemann, T.
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
2009-07
Volume
73
Issue
4
Pages
64-81
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.1509/jmkg.73.4.064
OpenAlex
W2161856633
Cited by
403
References
10
FWCI
32.41
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.