Organizational Performance and Customer Value

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 articl...

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Bibliographic Details
Published inJournal of organizational behavior management Vol. 29; no. 3-4; pp. 294 - 314
Main Authors Tosti, Donald, Herbst, Scott A.
Format Journal Article
LanguageEnglish
Published New York Taylor & Francis Group 01.01.2009
Routledge
Taylor & Francis Ltd
Subjects
Behavioral Science Research
behavioral systems analysis
consultation model
Correlation analysis
Customer services
customer value
Institutional Mission
Marketing
Organizational behavior
Organizational Change
organizational culture
Stakeholders
Studies
Systems Analysis
Systems Approach
Value added
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Summary: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.
ISSN:0160-8061
1540-8604
DOI:10.1080/01608060903092151