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How useful is the concept of the customer-oriented bureaucracy for understanding the management and experience of retail work in the UK
Date Submitted: 09/10/2006 05:19:18
Category: / Business & Economy / Management
Length: 7 pages (1974 words)
Category: / Business & Economy / Management
Length: 7 pages (1974 words)
Many of the so called seller markets are changing to buyer markets. This leads to an enhancement of customer-centered activities on production-oriented markets. As a result there is a demand for everyday products and services as well as for individualized benefits on consumer goods and supplies.
In order to classify the spectrum of customer-oriented products and services it is necessary to define appropriate parameters (cf. Lampel and Mintzberg,1996) Reichwald and Dietel describe the customer orientation …
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…B. Holbrook. Hedonic Consumption: Emerging Concepts, Methods and Propositions. Journal of Marketing. 1982, 46 (2) : 92 - 101;
Morris B. Holbrook. The Nature of Customer Value: An Axiology of Services in the Consumption Experience. Service Quality: New Directions in Theory and Practice. Sage Publications, 1994: 21 - 71;
Dipl.-Betriebswirt (FH) Christian Scheer, Prof. Dr. Peter Loos, (2002), Concepts of Customer Orientation - Internet Business Model for Customer - Driven Output
http://www.dti.gov.uk/comp/benchmark/sects/11ret.htm
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