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The purpose of this paper is to investigate the relationship between a company's customer‐related performance and its learning and growth capabilities.

Four banks in Taiwan – Citibank, Chinatrust, Taipei Fubon Bank and Taiwan HSBC – have recently applied the Balanced Scorecard (BSC) perspective to their customer service. This research was designed to use the data of these sample banks and analyze it to build the theoretical relationship.

The results reveal that a company's customer‐related performance is positively associated with the interactions of its Human Resource Service Capability (HRSC), Information Technology Service Capability (ITSC) and Marketing Service Capability (MKSC).

This paper contributes to the literature by providing empirical evidence that when an organization establishes and raises levels of company learning and growth capabilities by using HR‐service capability, IT‐service capability, and MK‐service capability, conjoint effects of these result in a favorable interaction relationship and thus can help achieve a higher level of customer‐related performance.

The purpose of this paper is to illustrate the potential benefits for firms that report more on environmental activities, with regard to two important categories of stakeholders: shareholders and customers.

To avoid the endogeneity problem, the authors apply the system generalized method of moments approach by estimating the relationship between environmental reporting and firm performance with regard both to levels and first differences simultaneously.

Based on the 120 largest publicly traded companies in France from 2007 to 2011, results suggest that shareholders interpret and perceive firms’ environmental information disclosure differently than consumers. However, reporting on environmental duties is perceived favorably by both customers and shareholders for firms with better environmental performance. In the same way, an increase in the level of environmental reporting is valuable in terms of customer-related performance (i.e. sales growth and profit margin) and in terms of market value (i.e. Tobin’s q) for firms operating in customer proximity industries. In a supplementary analysis, the authors found that, for reporting on climate change (a component of the combined environmental reporting index), positive customer and shareholder perceptions are acquired in particular through superior environmental performance and proximity to the final customer.

When reporting on their environmental duties, environmental performance and proximity to the final customers play a critical role for firms in obtaining the necessary support of key stakeholders.

To the best of the authors’ knowledge, this is the first study to explore the difference between shareholders’ and customers’ perception of environmental reporting according to firms’ environmental performance and to their proximity to the final customer.

Much empirical evidence is in conflict with the expectations of the service‐profit chain which suggests that increases in customer satisfaction will increase customer loyalty and earn additional profits from customers. Management focus on the achievement of customer satisfaction and customer loyalty, and associated investment, might, therefore, be misguided, if they believe that the available empirical evidence supports a link between these variables and firm performance. The purpose of this paper is to help firms understand the value of their intangible assets – most notably the important role played by customers in increasing a firm's value.

On the basis of survey‐based research carried out in the Taiwanese credit card market, this paper generates a structural equation model facilitating the measurement and evaluation of the relative efficiencies of customer‐related strategies.

The findings help managers to understand the relationship between customer‐related strategies (customer acquisition, retention, and add‐on selling) and their impact on customer measures and ultimately firm performance. Customer lifetime value is shown to be the most important indicator of financial performance and the firm's shareholder value; the customer loyalty measure is shown to have no impact on shareholder value, and to be negatively related to the implementation of an acquisition strategy.

The paper is conducted within the Taiwanese credit card market, and the findings may not be generalisable to other locations or to other markets.

These empirical findings suggest that marketing strategy has a central role in the formulation of financial policy, since such strategies can be shown to have an impact on the financial value of the business.

The paper provides further evidence linking customers with firm value, which will be important for management decision making and resource use.

The study aims to explore the role of reliance and brand image (goods-based and service-based) in risk perceptions related to business-to-business (B2B) purchases. In particular, time risk (TR), performance risk (PR) and financial risk (FR) has been explored in this paper.

A questionnaire-based survey data has been collected from 152 respondents from different industries, and the model was validated using partial least squares structural equation modeling.

The study highlights the importance of reliance and brand image for reducing the effects of perceived risk. While reliance is negatively related to all the risk dimensions, the relationship between reliance and FR is serially mediated by service-based brand image (SBBI) and TR. The same is also mediated by PR. Furthermore, PR and TR are positively related to FR.

The findings of this study highlight the importance of reliance and brand image for reducing the effects of risk dimensions. Reliance plays an important role in reducing all risk perceptions. Findings also highlight the importance of SBBI in reducing TR.

The findings provide managers with key insights for reducing risk perceptions by creating a strong reliance and B2B brand image, leading to long-term relationship strategies.

To the best of the authors’ knowledge, this is one of the few papers in B2B marketing that focuses on the importance of reliance and brand image in reducing the effects of perceived risk.

The purpose of this paper is to examine the contribution of agile manufacturing (AM) initiatives in the Indian manufacturing industry and their influence on the business performance enhancement.

A survey questionnaire was designed to attain the research objectives. The variables included in the questionnaire were adapted from the elaborated literature review and validated through discussion held with practitioners, academicians and the industry experts. AM questionnaire was sent to approximately 500 randomly selected manufacturing organizations in the northern spectrum of India through e-mails and posts, out of which 154 usable responses were received.

The study identified that the Indian manufacturing industry has been reasonably successful in improving the business performance by implementing AM initiatives and has successfully reaped the benefits of AM implementation.

The present work develops an insight into the prevailing AM practices adopted by Indian manufacturing organizations. The study calculated the percent point score for each issue of AM initiative with respect to the Indian manufacturing industry and highlighted its impact on the enhancement of business performance.

This paper aims to undertake a simultaneous assessment of interdependence in the behaviours of front-line and back-office employees and their joint effect on customer-related organisational performance. It also tests for a moderating influence of the emotional intelligence of front-line salespeople and back-office employees.

The sample comprises 105 front-line sales employees and 77 back-office employees. The customer-related organisational performance data come from a UK business-to-business (B2B) electronics company. With these triadic data, this study uses partial least squares to estimate the measurement and structural models.

Salespeople’s customer orientation directly affects customer-related organisational performance; the relationship is moderated by salespeople’s emotional intelligence. The emotional intelligence of salespeople also directly affects the customer-directed citizenship behaviour of back-office employees. Furthermore, the emotional intelligence of back-office staff moderates the link between the emotional intelligence of salespeople and back-office staff citizenship behaviour. Back-office staff citizenship behaviour, in turn, affects customer-related organisational performance.

The emotions deployed by employees in interactions with customers clearly shape customers’ perceptions of service quality, as well as employee-level performance outcomes. However, prior literature lacks insights into the simultaneous effects of front-line and back-office employee behaviour, especially in B2B settings. This paper addresses these research gaps by investigating triadic relationships – among back-office employees, front-line employees and customer outcomes – in a B2B setting, where they are of particular managerial interest.

The purpose of this paper is to develop a total interpretive structural modelling (TSIM) of strategic factors related to performance management in the context of Indian Telecom Service Providers taking dual perspectives in account, i.e. enterprise perspective and subscribers’ perspective.

An evolving performance management framework, i.e. flexible strategy game-card has been taken as the basis to develop the strategic performance management model, where strategic factors have been identified through thematic content analysis and the hierarchical structure of factors has been developed using TISM.

Two total interpretive structural models have been developed, one for enterprise-related strategic factors, and another for subscriber-related strategic factors. These hierarchical structures portray the leading and lagging factors of performance, and showcase that financial performance indicators are the lagging indicators.

This study has implications for both practitioners and academics. For practitioners, it provides an indicative list of strategic factors relevant for Indian telecom companies, which drive better financial results as well as a list of strategic factors that subscribers consider while assessing the performance of telecom operators. For academics, the methodology used provides a mechanism to conduct an exploratory study by identifying the variables of interest and highlighting their interactions through hierarchical structures.

The proposed strategic performance management models developed through qualitative modelling technique is a new effort altogether in the context of Indian telecom operators’. Capturing subscribers’ perspective of firm's performance is neglected in existing performance management literature, and this study makes a contribution in this regard.

Even though supply chain integration (SCI) has been considered as a vital contributor to business performance, the research shows inconsistency in its finding. Accounting for these inconsistencies, researchers (Fabbe-Costes and Jahre, 2007; Van der Vaart and van Donk, 2008) have highlighted the need to relate the level of integration in a single relationship to the performance outcomes of that relationship. The purpose of this paper is to make an effort in this direction and investigate the impact of customer integration (an important dimension of SCI) on customer-related performance outcome (CRPO) and financial performance of the firm.

Based on an extensive literature review, a research model has been developed hypothesizing the relationships between customer integration, CRPO and financial performance. The research model is then tested using data collected from 214 Indian manufacturing companies. Structural equation modeling was used to test the hypothesized relationship between constructs of interest.

The result showed that there is no direct effect of customer integration on financial performance instead the relationship is fully mediated through CRPO.

This study conceptualizes and develops scale for the specific performance outcome resulting from a high level of integration between manufacturer and key customers and labels it as CRPOs. It further investigates the mediating role of this immediate performance outcome on the relationship between customer integration and firm performance.

Internet banking is now such a well‐established fact in the most developed countries that it is possible to map its actual role in customer relations. Inspired by the resource‐based view of the firm and based on a recent empirical study in the banking industry in Denmark, Finland, Norway, and Sweden, this paper traces important antecedents of Internet banking adoption and analyses its impact on relationship‐marketing performance. Based on structural equation modeling, the findings offer some support for the view that the more advanced Internet applications adopted and the more attractive the Web site, the more the banks are able to keep profitable customers. However, the results question whether it pays to be a first‐mover and organizational factors related to market orientation and customer‐relationship management seem to have a much stronger impact on customer‐related performance.

The purpose of this paper is to investigate the effects of agile manufacturing practices on business performance of Indian medium and large-scale manufacturing industry.

A survey questionnaire was designed to attain the research objectives. Agile manufacturing questionnaire was sent to around 500 randomly selected manufacturing organizations in the northern spectrum of India through e-mails and posts, out of which 154 usable responses have been received. This study investigates the inter-relationships between various agile manufacturing implementation practices and business performance measures using various statistical techniques. This paper deploys Games–Howell hoc test to establish the statistical significance of business performance improvements, progressively accrued over a reasonable period of time, through holistic agile manufacturing implementation.

The paper validates the contribution of agile manufacturing toward realization of the significant improvements in various business performance measures such as customer-related achievements, financial achievements, business-related achievements, operational achievements, employee-related achievements, and supplier-related achievements. Further, the discriminant validity test has been used in this paper for classifying highly successful and moderately successful organizations.

The paper only concentrated on manufacturing organizations in northern India. The results of this paper cannot generalize across all the sectors and spectrum of Indian manufacturing organizations.

This paper develops an insight into the strong potential of agile manufacturing implementation practices in affecting business performance measures.