The Path to Customer Centricity

By Denish Shah, Roland T. Rust, A. Parasuraman, Richard Staelin, G. Day. 2006

586 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/acf5d764a35487a17bdd81d857011b7906add04b

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Citations in the corpus

Organizing for digital servitization: A service ecosystem perspective (2019, background): “For a ﬁ rm undertaking servitization, this heritage may hinder organizational change (cf. Shah, Rust, Parasuraman, Staelin, & Day, 2006).”
Exploitation or exploration in service business development? : Insights from a dynamic capabilities perspective (2010, background): “…(Matthyssens and Vandenbempt, 1998; Neu and Brown, 2005; Oliva and Kallenberg, 2003; Gebauer et al., 2005; Johnstone et al., 2008; Galbraith, 2002; Shah et al., 2006; Mintzberg and Westley, 1992): (1) corporate culture; (2) human resource management; (3) organizational structure; and (4) service…”
Customer Prioritization: Does it Pay off, and how Should it be Implemented? (2008, methodology): “Compensation according to prioritization objectives captures the degree to which variable compensation is based on key performance metrics for relationships with high-priority customers (Shah et al. 2006; Yim, Anderson, and Swaminathan 2004).”
Toward an Understanding of Industry Commoditization: Its Nature and Role in Evolving Marketing Competition (2010, background): “Thus, the critical factor influencing which value discipline is best suited to the environment is the customer (Shah et al., 2006).”
Hybrid Offerings: How Manufacturing Firms Combine Goods and Services Successfully (2011, background): “Therefore, the core capabilities in this domain extend beyond skills usually described in marketing literature, such as customer-centricity (Shah et al. 2006; Slywotzky 1996), customer intimacy (Treacy and Wiersema 1993), and customer orientation (Olsen, Slater, and Hult 2005).”
Expanding the Role of Marketing: From Customer Equity to Market Capitalization (2009, background): “Prior research has clearly shown the benefits of customer centricity (e.g., Shah et al. 2006) and how CLV- or CEbased strategies can lead to increased profitability for a firm (e.g., Kumar et al. 2008; Rust, Lemon, and Zeithaml 2004).”
Digital transformation: A multidisciplinary reflection and research agenda (2021, unknown): “1) to describe the drivers, phases or levels, and imperatives of digital transformation (cf. Parker, Van Alstyne, & Choudary, 2016; Shah, Rust, Parasuraman, Staelin, & Day, 2006; Van Doorn et al., 2010).”
Doing Good and Doing Better despite Negative Information?: The Role of Corporate Social Responsibility in Consumer Resistance to Negative Information (2011, background): “When firms provide service of high quality and deliver it in an empathetic manner, they demonstrate to consumers that they have their best interests at heart and consumers will reciprocate in kind with increased loyalty (e.g., Bell and Eisingerich 2007; Shah et al. 2006; Tuli, Kohli, and Bharadwaj 2”
Servitization and deservitization: Overview, concepts, and definitions (2017, unknown): “12 product logic (maximizing the sale of prepackaged “financial products” while distancing themselves from their customers through automation and digitalization), they may adhere to a product-centric mindset and business logic (Shah et al., 2006).”
Characterizing Value as an Experience (2012, background): “The role of the service organization has been viewed as that of predetermining the sources of value in the service offering and delivery, while service customers are primarily viewed as passive buyers and users of a particular service (Graf and Maas 2008; Shah et al. 2006).”
Marketing's Impact on Firm Value: Generalizations from a Meta-Analysis (2016, background): “In our view, the finding goes hand in hand with the trend from product-centric thinking toward customer-centric thinking over the past two decades (Shah et al. 2006).”
Perceived Service Quality and Customer Trust (2008, background): “As Shah et al. (2006) pointed out, “customer centricity” remains a challenging goal for many organizations.”