[go: up one dir, main page]
IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v13y2021i9p5157-d549074.html
   My bibliography  Save this article

Computer-Assisted Concept Analysis of Customer Centricity: A Review of the Literature on Employee Engagement, Culture, Leadership, and Identity Co-Creation

Author

Listed:
  • Elanor Colleoni

    (Department of Business, Law, Economics, and Consumption, IULM University, 20143 Milan, Italy)

  • Flavia Bonaiuto

    (Faculty of Economics, Universitas Mercatorum, 00186 Rome, Italy)

  • Laura Illia

    (Department of Communication and Media Research, Faculty of Management, Economics and Social Science, University of Fribourg, 1700 Fribourg, Switzerland)

  • Marino Bonaiuto

    (Department of Psychology of Developmental and Socialization Processes, Faculty of Medicine and Psychology, Sapienza University of Rome, 00185 Rome, Italy)

Abstract
Customer centricity requires having customers at the core of the corporate organizational process. Yet, relationship marketing scholarships have not developed a clear understanding of how corporate culture, leadership, and identity may allow the establishment of customer centricity within the organization. To this aim, we have developed a computer-assisted concept analysis of the term customer centricity in two disciplines that are at the core of relationship marketing: business and psychology. Specifically, we have conducted our review of a sample of abstracts in the over 1200 peer-reviewed journals of Business Source Premier Database and 2500 publications at the Psychology Info database that use the term “customer centricity” together with the terms “organizational identity”, “organizational leadership”, “organizational culture”, and “employee engagement”. Our computer-assisted analysis allowed us to identify four main open debates scholars and practitioners are working on that contribute to advance literature on relationship marketing: employee training and balanced centricity; industries that are either best or worst practices; reinvention of marketing practices; social aspects of consumer centricity. These areas are presented considering how they might inspire future studies on customer centricity in the customer relationship marketing field.

Suggested Citation

  • Elanor Colleoni & Flavia Bonaiuto & Laura Illia & Marino Bonaiuto, 2021. "Computer-Assisted Concept Analysis of Customer Centricity: A Review of the Literature on Employee Engagement, Culture, Leadership, and Identity Co-Creation," Sustainability, MDPI, vol. 13(9), pages 1-14, May.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:9:p:5157-:d:549074
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/13/9/5157/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/13/9/5157/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Neil A. Morgan & Lopo Leotte Rego, 2006. "The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance," Marketing Science, INFORMS, vol. 25(5), pages 426-439, September.
    2. Kindström, Daniel & Kowalkowski, Christian & Sandberg, Erik, 2013. "Enabling service innovation: A dynamic capabilities approach," Journal of Business Research, Elsevier, vol. 66(8), pages 1063-1073.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Giulia Baratelli & Elanor Colleoni, 2023. "Does Artificial Intelligence (AI) Enabled Recruitment Improve Employer Branding?," International Journal of Business and Management, Canadian Center of Science and Education, vol. 17(2), pages 1-45, February.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ayamga, Matthew & Annosi, Maria Carmela & Kassahun, Ayalew & Dolfsma, Wilfred & Tekinerdogan, Bedir, 2024. "Adaptive organizational responses to varied types of failures: Empirical insights from technology providers in Ghana," Technovation, Elsevier, vol. 129(C).
    2. Harmancioglu, Nukhet & Grinstein, Amir & Goldman, Arieh, 2010. "Innovation and performance outcomes of market information collection efforts: The role of top management team involvement," International Journal of Research in Marketing, Elsevier, vol. 27(1), pages 33-43.
    3. Dominik M. Wielgos & Christian Homburg & Christina Kuehnl, 2021. "Digital business capability: its impact on firm and customer performance," Journal of the Academy of Marketing Science, Springer, vol. 49(4), pages 762-789, July.
    4. Sjödin, David & Liljeborg, Alexander & Mutter, Sermed, 2024. "Conceptualizing ecosystem management capabilities: Managing the ecosystem-organization interface," Technological Forecasting and Social Change, Elsevier, vol. 200(C).
    5. Yeung, Matthew C.H. & Ramasamy, Bala & Chen, Junsong & Paliwoda, Stan, 2013. "Customer satisfaction and consumer expenditure in selected European countries," International Journal of Research in Marketing, Elsevier, vol. 30(4), pages 406-416.
    6. Tatsuya Kimura, 2022. "New Customer Satisfaction Index for the Japanese Market: From Net Promoter Score to Promoter Score Japan ," GATR Journals jmmr300, Global Academy of Training and Research (GATR) Enterprise.
    7. Rönnberg Sjödin, David & Parida, Vinit & Kohtamäki, Marko, 2016. "Capability configurations for advanced service offerings in manufacturing firms: Using fuzzy set qualitative comparative analysis," Journal of Business Research, Elsevier, vol. 69(11), pages 5330-5335.
    8. Ashkan Faramarzi & Stefan Worm & Wolfgang Ulaga, 2024. "Service strategy’s effect on firm performance: A meta-analysis of the servitization literature," Journal of the Academy of Marketing Science, Springer, vol. 52(4), pages 1018-1044, July.
    9. Sun, Wenbin & Price, Joseph & Ding, Yuan, 2019. "The longitudinal effects of internationalization on firm performance: The moderating role of marketing capability," Journal of Business Research, Elsevier, vol. 95(C), pages 326-337.
    10. S. S. Makgopa, 2021. "Drivers of Service Innovation in Service Organisations," Academic Journal of Interdisciplinary Studies, Richtmann Publishing Ltd, vol. 10, March.
    11. Cheng Mei Tung, 2018. "Vertical integration for smart manufacturing-The dynamic capability perspective," Journal of Advances in Technology and Engineering Research, A/Professor Akbar A. Khatibi, vol. 4(2), pages 70-78.
    12. Larson, John & Jaworski, Bernard J. & Larson, Jack, 2021. "Managing your most loyal customer relationships," Business Horizons, Elsevier, vol. 64(1), pages 141-147.
    13. Mahavarpour, Nasrin & Marvi, Reza & Foroudi, Pantea, 2023. "A Brief History of Service Innovation: The evolution of past, present, and future of service innovation," Journal of Business Research, Elsevier, vol. 160(C).
    14. Koskela-Huotari, Kaisa & Edvardsson, Bo & Jonas, Julia M. & Sörhammar, David & Witell, Lars, 2016. "Innovation in service ecosystems—Breaking, making, and maintaining institutionalized rules of resource integration," Journal of Business Research, Elsevier, vol. 69(8), pages 2964-2971.
    15. Vikas Mittal & Kyuhong Han & Carly Frennea & Markus Blut & Muzeeb Shaik & Narendra Bosukonda & Shrihari Sridhar, 2023. "Customer satisfaction, loyalty behaviors, and firm financial performance: what 40 years of research tells us," Marketing Letters, Springer, vol. 34(2), pages 171-187, June.
    16. Sunghun Chung & Donghyuk Shin & Jooyoung Park, 2022. "Predicting Firm Market Performance Using the Social Media Promoter Score," Marketing Letters, Springer, vol. 33(4), pages 545-561, December.
    17. Abel D Alonso & Seng Kok, 2018. "A resource-based view and dynamic capabilities approach in the context of a region’s international attractiveness: The recent case of Western Australia," Local Economy, London South Bank University, vol. 33(3), pages 307-328, May.
    18. TAKACS Joshep III & VADUVA Sebastian, 2017. "A Swot Analysis Of The Global Hospitality Industry," Revista Economica, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 69(6), pages 105-119, December.
    19. Hananiel M. Gunawan & Oliandes Sondakh,, 2020. "How to Enhance Word of Mouth in the Era of E-commerce: Case study of Tokopedia," International Journal of Science and Business, IJSAB International, vol. 4(9), pages 47-59.
    20. Sergio Pardo-Jaramillo & Andrés Muñoz-Villamizar & Ignacio Osuna & Rolando Roncancio, 2020. "Mapping Research on Customer Centricity and Sustainable Organizations," Sustainability, MDPI, vol. 12(19), pages 1-18, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:13:y:2021:i:9:p:5157-:d:549074. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.