Linking a service‐driven market orientation to service quality
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 November 2006
Issue publication date: 1 November 2006
Abstract
Purpose
The purpose of this research is to empirically develop a service‐driven market orientation construct and test its relationships with service quality.
Design/methodology/approach
The researcher employs Critical Incident Technique to generate items for the survey instrument. Then, the quantitative‐based descriptive research uses structured questionnaires to capture the perceptions of 558 university students from Malaysia which are used to understand the nature of the customer‐perceived market orientation and its relationship with service quality.
Findings
The results show that the service‐driven market orientation (SERVMO) that consists of six components (customer orientation, competitor orientation, interfunctional orientation, performance orientation, long‐term orientation, and employee orientation) has a significantly strong and positive relationship with service quality.
Research limitations/implications
The SERVMO scale is developed using data from the higher education sector and is yet to be validated in other industries.
Practical implications
The proposed strategic construct and current findings on its relationships with service quality provide practical insights for service managers to monitor their service orientation and enhance service quality.
Originality/value
The newly developed SERVMO scale is originally derived from the customer perception data in the Malaysian higher education sector.
Keywords
Citation
Voon, B.H. (2006), "Linking a service‐driven market orientation to service quality", Managing Service Quality: An International Journal, Vol. 16 No. 6, pp. 595-619. https://doi.org/10.1108/09604520610711927
Publisher
:Emerald Group Publishing Limited
Copyright © 2006, Emerald Group Publishing Limited