CUSTOMER-FOCUSED PERFORMANCE AND ITS KEY RESOURCE-BASED DETERMINANTS: AN INTEGRATED FRAMEWORK

Unlike previous studies which emphasize market oriented performance from the perspective of firms or customers, but mainly internally, the paper proposes that firms should prioritize customer-focused performance defined totally externally from the perspective of targeted customers, which are the fundamental drivers of purchasing or repurchasing behaviors of customers and consequently the key to successful competition in the customer-centered era. Then, the role of customer-focused performance in the overall business performance system is examined. After the components and dynamics of customer-focused performance are analyzed, much attention is given to its key determinants in perspective of a resource-based view, which aims mainly at bridging the current gaps between strategic management and service management. In addition, important propositions are presented and future implications are discussed.