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ERIC Number: EJ862109
Record Type: Journal
Publication Date: 2009
Pages: 21
Abstractor: As Provided
ISSN: ISSN-0160-8061
Organizational Performance and Customer Value
Tosti, Donald; Herbst, Scott A.
Journal of Organizational Behavior Management, v29 n3-4 p294-314 2009
While behavior systems analysts have recognized the importance of the consumer of organizational products (i.e., receiving system) in developing models of organizational change, few have offered a systematic assessment of the relationship between consumer and organizational practices. In this article we will discuss how a behavior systems approach can be used to achieve a customer-centered organization through examples and reports from consultation cases. We begin with a performance-based model of customer value, and then consider the general behavioral characteristics of a customer-centered organization. Finally, we will present a seven-phase model of consultation aimed at aligning organizational practices with consumer values. (Contains 4 tables and 1 figure.)
Routledge. Available from: Taylor & Francis, Ltd. 325 Chestnut Street Suite 800, Philadelphia, PA 19106. Tel: 800-354-1420; Fax: 215-625-2940; Web site:
Publication Type: Journal Articles; Reports - Descriptive
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A