Improving service firm performance

Abstract

Although there are a growing number of studies which have investigated links between market orientation and performance in service firms, there has been limited research which compares the market orientations of goods and service firms. The results of this study, based on a large multi‐industry sample of New Zealand companies, suggest that to improve business performance service firms should develop information systems to track profitable customers and products, develop a corporate culture which emphasises the needs of stakeholders, and develop policies to encourage ethical conduct. To improve marketing performance firms should improve their levels of market orientation, develop a corporate culture which emphasises the marketing concept and innovation, adopt more proficient new product development processes and explore the possibilities of electronic commerce.

Citation

Gray, B.J., Matear, S. and Matheson, P.K. (2002), "Improving service firm performance", Journal of Services Marketing, Vol. 16 No. 3, pp. 186-200. https://doi.org/10.1108/08876040210427191