Product adoption · Cross-sectional firm survey with multivariate modeling of adoption determinants.
The adoption of customer service improvement practices
Marketing Letters · 2013
Summary
Management support, customer orientation, and organizational capabilities were associated with adoption and implementation depth.
For your marketing
Possible founder application
Use as a bounded example of the adoption of customer service improvement practices; compare its context and design with your own market before applying its result.
Reported result
What the study found
Management support, customer orientation, and organizational capabilities were associated with adoption and implementation depth.
Research question
What the authors investigated
The adoption of customer service improvement practices?
Design
Cross-sectional firm survey with multivariate modeling of adoption determinants.
Sample and setting
Organizations evaluating or implementing customer-service improvement practices.
Scope and transfer
Limitations to keep in view
Survey and cross-sectional design limit causal claims; self-reported implementation and broad practice categories may introduce measurement bias. The accessible publisher page was used for this listing; correction history was not independently checked.
Research sources
Crossref and Springer DOI record identify a peer-reviewed empirical study of organizational adoption of customer-service practices. Publisher page was directly retrieved; detailed full-text methods were not independently verified.