Dissertation
Self-enhancement and self-transcendence organizational values' effects on customer satisfaction and corporate reputation
Doctor of Philosophy (Ph.D.), Drexel University
Jun 2013
DOI:
https://doi.org/10.17918/etd-7013
Abstract
While organizational values and their implications for organizational effectiveness and employee outcomes have been studied at length within the management literature, the question of how organizational values influence marketing outcomes remains under-researched. Further, prior research is silent as to which organizational values should be important to the marketing discipline. The current research applies stakeholder theory to address these issues, and proposes that an expanded organizational values framework is needed to account for marketing-relevant stakeholders (e.g., customers and the general public) and not solely those "inside" the firm (e.g., employees and shareholders). Therefore, using Schwartz's values model, the Stakeholder-Organizational Values (S-OV) framework is conceptualized and tested. The S-OV framework considers stakeholder locus (internal, such as employees and shareholders versus external, such as customers and the general public) and four types of organizational values emphases (Self-Enhancement, Self-Transcendence, Openness to Change and Conservation). Stakeholder theory also suggests that the organizational values a firm emphasizes will affect stakeholders' evaluations of the firm. These effects are empirically explored in relation to customer satisfaction and corporate reputation, two significant marketing-relevant evaluations with related but distinct stakeholder factions. In combination, the novel framework and the empirical analysis contribute to marketing strategy research by positioning organizational values as a competitive marketing resource applicable to multiple stakeholders.
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Details
- Title
- Self-enhancement and self-transcendence organizational values' effects on customer satisfaction and corporate reputation
- Creators
- Monique L. Bell - DU
- Contributors
- Hyokjin Kwak (Advisor) - Drexel University (1970-)Pravin Nath (Advisor) - Drexel University (1970-)
- Awarding Institution
- Drexel University
- Degree Awarded
- Doctor of Philosophy (Ph.D.)
- Publisher
- Drexel University; Philadelphia, Pennsylvania
- Number of pages
- x, 72 pages
- Resource Type
- Dissertation
- Language
- English
- Academic Unit
- Bennett S. LeBow College of Business; General Business; Drexel University
- Other Identifier
- 7013; 991014632697204721