Impact of Customer Orientation, Inducements and Ethics on Loyalty to the Firm: Customers' Perspective [Book Review]

Journal of Business Ethics 93 (2):277 - 291 (2010)
  Copy   BIBTEX

Abstract

Customer orientation (CO) and the development of long-term relationships with customers are known conditions for growth and profit sustainability. Businesses use special treatments, inducements, and personal gestures to show their appreciation to customers. However, there are concerns about whether these inducements really create the right perceptions in customer's mind. This study suggests that when customers believe that the firm is ethical, the inducements and special treatments received are seen in a positive light and can help develop loyalty. The hypotheses were tested with responses from 299 customers of financial institutions in Chile. Results support the hypotheses that firm's ethical reputation helps in retaining customers. Managerial implications are provided

Links

PhilArchive



    Upload a copy of this work     Papers currently archived: 90,616

External links

Setup an account with your affiliations in order to access resources via your University's proxy server

Through your library

Similar books and articles

Customer And Employee Beliefs About Corporate Responsibility.Carola Hillenbrand & Kevin Money - 2008 - Proceedings of the International Association for Business and Society 19:464-469.
Exploring consumer orientation toward returns: unethical dimensions.Kathy Wachter, Scott J. Vitell, Ruth K. Shelton & Kyungae Park - 2011 - Business Ethics, the Environment and Responsibility 21 (1):115-128.
Trade-Off Between Corporate Political Activities and Customer Orientation.Jan Siedentopp - 2008 - Proceedings of the International Association for Business and Society 19:432-439.

Analytics

Added to PP
2009-10-10

Downloads
68 (#217,390)

6 months
1 (#1,040,386)

Historical graph of downloads
How can I increase my downloads?