Customer orientation as corporate culture for improving customer satisfaction: evidence from the local authority sector Online publication date: Wed, 01-Sep-2010
by Daniella Maria Ryding
International Journal of Business and Globalisation (IJBG), Vol. 5, No. 3, 2010
Abstract: Customer orientation is recognised as one of the most important elements within any business management strategy. Understanding customers and providing exceptional value and satisfaction, even to the point of exceeding expectations, are crucial and the public sector is no exception to this rule. The aims of this paper are: 1) to critically examine the relationship between corporate culture and customer orientation as a means of providing consumer satisfaction and loyalty; 2) to establish how this relationship works within a local authority context compared to private organisations; 3) to establish the importance of this relationship for public service success and outline any key barriers for being customer orientated within this sector. The methodology outlines the qualitative research methods utilised for gathering data. This research is designed as a pilot study to inform future research on a larger scale.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Business and Globalisation (IJBG):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com
Our Blog 
Follow us on Twitter 
Visit us on Facebook