University of St.Gallen
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Customer Centricity Implementation

abstract Creating superior value for the customer is the primary ingredient of competitive advantage. However, a well-formulated and appropriate customer-centric strategy only results in superior returns for an organization when it is implemented successfully. Although a notable amount of research has investigated the strategy implementation process, the reasons for implementation success or failure are not fully understood.
   
keywords Customer orientation, strategy implementation, social learning, leader-member exchange, team-member exchange, organizational commitment
   
partner
type habilitation project
status ongoing
start of project 2011
end of project 2013
additional informations
topics strategy implementation process, customer orientation
methods mixed methods approach
contact Dennis Herhausen