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Customer orientation, quality course design and delivery as well as support services were found to have a direct impact on the total experience of students.
Results suggest that a service brand orientation is imperative for positive employee brand-oriented behaviors as well as customer-oriented behaviors that are a consequence of an employee customer orientation.
As a result, customer orientation and satisfaction are primary process objectives.
New products originate from scientific developments and the lack of customer orientation is considered a weakness.
The second attribute, customer orientation, focuses on customer linkages and includes financial and customer measures.
Further, the study investigates the moderating role of customer orientation on innovation driven performance outcomes.
Results show that customer orientation strengthens the service delivery performance relationship.
Firms with a stronger customer orientation in response to the GFC realized higher innovativeness post-GFC.
Future research might examine topics, such as customer orientation and solution-based business, infrastructure, technologies, or risks.
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The results of this research are demonstrating that the positive and significant relationship exists between the organizational citizenship behavior and customer-orientation.
Secondly, although customer-orientation and customer integration has been recognized as crucial for PSS, the involvement of clients or consumers in the design process is often disregarded.
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Justyna Jupowicz-Kozak
CEO of Professional Science Editing for Scientists @ prosciediting.com