Importance of Company Reputation and its Customer-Oriented Culture for Strengthening of Relationships with Customers on Industrial Market with Chemical Products

Abstract

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Build a Service Excellence Culture of Pleasure to Customers

“…The findings of this study indicate that service quality has a positive effect on customer satisfaction. This is consistent with the view (Lostakova & Stejskalova, 2015) that company management recognizes the need to build a company reputation and customer-centric culture through service quality as the foundation for enhancing relationships with stakeholders, particularly customers. According to the majority of research on service quality, client satisfaction is the most influential factor in determining service quality.…”

“…Compared to the other three components of service quality, this study reveals that compliance has the highest impact on overall service quality. A company's solid reputation and customer-centric culture serve as the foundation for fostering closer relationships with customers and other stakeholders (Lostakova & Stejskalova, 2015). To exist as a socially cohesive species, humans require a shared system of ideas, practices, and values that direct their behavior toward a shared objective or the maintenance of generally accepted conditions.…”

“…Customer loyalty and retention are the results of the company's success in developing excellent customer relationships and delivering superior service (Ngacha & Onyango, 2017). Customer Oriented Culture The company's management realizes the need to establish a positive reputation and a customer-centric culture as the foundation for enhancing relationships with stakeholders, particularly customers (Lostakova & Stejskalova, 2015). Culture is the collection of ideas, norms, and values that form the foundation of human cooperative conduct and makes human behavior somewhat predictable and directed toward a set of common goals or the maintenance of a generally accepted condition of affairs.…”

Are Board Member’s Strategic Orientations Associated with Customer Focus? Empirical Evidence from Insurance Companies in Uganda

“…Companies that adopt a customercentric approach are more likely to provide quality service, enhance customer satisfaction, and achieve organizational objectives more efficiently and effectively (Cano et al, 2004). In a quantitative study of B2B marketing firms in the chemical industry, researchers found that a culture emphasizing customer orientation strengthens customer relationships and equips firms to navigate the challenging market landscape more adeptly (Lostakova & Stejskalova, 2014). Consequently, it can be theorized that the strategic orientations of board members demonstrate a statistically significant connection with customer focus.…”