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Article: From customer orientation to customer satisfaction: The gap between theory and practice

TitleFrom customer orientation to customer satisfaction: The gap between theory and practice
Authors
KeywordsCustomer orientation
Customer satisfaction
Operational efficiency
Process improvement
Issue Date2004
PublisherIEEE.
Citation
Ieee Transactions On Engineering Management, 2004, v. 51 n. 1, p. 85-97 How to Cite?
AbstractThe classical quality management theory suggests that different quality improvement practices have a similar positive effect on overall operational efficiency, leading to customer satisfaction. Based on a study of 225 organizations in the electronics industry in Hong Kong, we find that individual quality improvement practice has a specific effect on operational performance, rather than equally improving the overall operational efficiency. Our investigations indicate that customer orientation practices primarily affect time-based efficiency, while process improvement efforts help cost-related performance. On the other hand, emphasizing process-control systems leads to customer satisfaction directly without necessarily improving operations. While supporting the basic assertions of the classical quality management theory, these findings reveal that several problems exist in the practice of quality management in industry, and suggest that a re-direction of several quality management practices seems necessary. This research refines the understanding of quality management by explicating the specific effect of customer orientation and process management on organizational performance.
Persistent Identifierhttp://hdl.handle.net/10722/42985
ISSN
2015 Impact Factor: 1.454
2015 SCImago Journal Rankings: 1.091
ISI Accession Number ID
References

 

DC FieldValueLanguage
dc.contributor.authorYeung, ACLen_HK
dc.contributor.authorCheng, TCEen_HK
dc.contributor.authorChan, LYen_HK
dc.date.accessioned2007-03-23T04:36:07Z-
dc.date.available2007-03-23T04:36:07Z-
dc.date.issued2004en_HK
dc.identifier.citationIeee Transactions On Engineering Management, 2004, v. 51 n. 1, p. 85-97en_HK
dc.identifier.issn0018-9391en_HK
dc.identifier.urihttp://hdl.handle.net/10722/42985-
dc.description.abstractThe classical quality management theory suggests that different quality improvement practices have a similar positive effect on overall operational efficiency, leading to customer satisfaction. Based on a study of 225 organizations in the electronics industry in Hong Kong, we find that individual quality improvement practice has a specific effect on operational performance, rather than equally improving the overall operational efficiency. Our investigations indicate that customer orientation practices primarily affect time-based efficiency, while process improvement efforts help cost-related performance. On the other hand, emphasizing process-control systems leads to customer satisfaction directly without necessarily improving operations. While supporting the basic assertions of the classical quality management theory, these findings reveal that several problems exist in the practice of quality management in industry, and suggest that a re-direction of several quality management practices seems necessary. This research refines the understanding of quality management by explicating the specific effect of customer orientation and process management on organizational performance.en_HK
dc.format.extent492207 bytes-
dc.format.extent2006 bytes-
dc.format.mimetypeapplication/pdf-
dc.format.mimetypetext/plain-
dc.languageengen_HK
dc.publisherIEEE.en_HK
dc.relation.ispartofIEEE Transactions on Engineering Managementen_HK
dc.rightsCreative Commons: Attribution 3.0 Hong Kong License-
dc.rights©2004 IEEE. Personal use of this material is permitted. However, permission to reprint/republish this material for advertising or promotional purposes or for creating new collective works for resale or redistribution to servers or lists, or to reuse any copyrighted component of this work in other works must be obtained from the IEEE.en_HK
dc.subjectCustomer orientationen_HK
dc.subjectCustomer satisfactionen_HK
dc.subjectOperational efficiencyen_HK
dc.subjectProcess improvementen_HK
dc.titleFrom customer orientation to customer satisfaction: The gap between theory and practiceen_HK
dc.typeArticleen_HK
dc.identifier.openurlhttp://library.hku.hk:4550/resserv?sid=HKU:IR&issn=0018-9391&volume=51&issue=1&spage=85&epage=97&date=2004&atitle=From+customer+orientation+to+customer+satisfaction:+the+gap+between+theory+and+practiceen_HK
dc.identifier.emailChan, LY: plychan@hku.hken_HK
dc.identifier.authorityChan, LY=rp00093en_HK
dc.description.naturepublished_or_final_versionen_HK
dc.identifier.doi10.1109/TEM.2003.822466en_HK
dc.identifier.scopuseid_2-s2.0-1542376593en_HK
dc.identifier.hkuros86012-
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-1542376593&selection=ref&src=s&origin=recordpageen_HK
dc.identifier.volume51en_HK
dc.identifier.issue1en_HK
dc.identifier.spage85en_HK
dc.identifier.epage97en_HK
dc.identifier.isiWOS:000188950500008-
dc.publisher.placeUnited Statesen_HK
dc.identifier.scopusauthoridYeung, ACL=7102390351en_HK
dc.identifier.scopusauthoridCheng, TCE=36820685200en_HK
dc.identifier.scopusauthoridChan, LY=7403540482en_HK

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