The path to customer centricity
Publication
, Journal Article
Shah, D; Rust, RT; Parasuraman, A; Staelin, R; Day, GS
Published in: Journal of Service Research
November 1, 2006
The concept of customer centricity and its benefits have been discussed for more than 50 years. Despite this fact, many firms are still struggling to fully align themselves to the customer-centric paradigm. This article identifies fundamental issues and challenges that typically deter a firm from becoming customer-centric. These are mainly related to the organizational culture, structure, processes, and financial metrics of the firm. To overcome these barriers, the article suggests a path to customer centricity that is driven by a strong leadership commitment, organizational realignment, systems and process support, and revised financial metrics. The article concludes with directions for further research. © 2006 Sage Publications.
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Published In
Journal of Service Research
DOI
EISSN
1552-7379
ISSN
1094-6705
Publication Date
November 1, 2006
Volume
9
Issue
2
Start / End Page
113 / 124
Related Subject Headings
- Marketing
- 3507 Strategy, management and organisational behaviour
- 3506 Marketing
- 3504 Commercial services
- 1505 Marketing
- 1504 Commercial Services
Citation
APA
Chicago
ICMJE
MLA
NLM
Shah, D., Rust, R. T., Parasuraman, A., Staelin, R., & Day, G. S. (2006). The path to customer centricity. Journal of Service Research, 9(2), 113–124. https://doi.org/10.1177/1094670506294666
Shah, D., R. T. Rust, A. Parasuraman, R. Staelin, and G. S. Day. “The path to customer centricity.” Journal of Service Research 9, no. 2 (November 1, 2006): 113–24. https://doi.org/10.1177/1094670506294666.
Shah D, Rust RT, Parasuraman A, Staelin R, Day GS. The path to customer centricity. Journal of Service Research. 2006 Nov 1;9(2):113–24.
Shah, D., et al. “The path to customer centricity.” Journal of Service Research, vol. 9, no. 2, Nov. 2006, pp. 113–24. Scopus, doi:10.1177/1094670506294666.
Shah D, Rust RT, Parasuraman A, Staelin R, Day GS. The path to customer centricity. Journal of Service Research. 2006 Nov 1;9(2):113–124.
Published In
Journal of Service Research
DOI
EISSN
1552-7379
ISSN
1094-6705
Publication Date
November 1, 2006
Volume
9
Issue
2
Start / End Page
113 / 124
Related Subject Headings
- Marketing
- 3507 Strategy, management and organisational behaviour
- 3506 Marketing
- 3504 Commercial services
- 1505 Marketing
- 1504 Commercial Services