The Role of Planned Behavior in Predicting Customer Orientation

• Autorzy: Hasanbarog Zhila Mahrooz , Rasouli Eshaq , Ardabili Farzad Sattari , Azadi Behnam

Identyfikatory

DOI

10.2478/manment-2019-0095

• Języki publikacji: EN

Abstrakty

EN

The purpose of this qualitative research was to investigate the role of planned behavior in predicting customer orientation in the Iranian gas industry. The participants were 17 experts from the National Iranian Gas Company who were selected using purposive sampling and based on theoretical saturation. Data were collected using in-depth semi-structured interviews and were analyzed using thematic analysis and MAXQDA software. The results showed that attitude toward behavior (favorable behavior, pleasant behavior, behavior appraisal), subjective norms (peer pressure, family pressure, social pressure), perceived behavioral control (past experience, anticipation of future events, environmental norms), knowledge (up-to-date knowledge, behavior-related knowledge, education), ethical norms (responsibility, ethical principles, resilience), and discipline (organization, order, streamlining) are important components in predicting customer orientation in the gas industry. The results can help managers in the energy sector to improve their customer orientation and performance through planned behavior.

Słowa kluczowe

EN

gas industry; market orientation; customer satisfaction; competitive advantage; planned behavior

PL

przemysł gazowy; badanie rynku; satysfakcja konsumenta; przewaga konkurencyjna

• Wydawca: University of Zielona Góra, Faculty of Economics and Management
• Czasopismo: Management
• Rocznik: 2022
• Tom: Vol. 26, no. 2
• Strony: 41--62
• Opis fizyczny: Bibliogr. 47 poz., rys., tab.

Twórcy

autor

Hasanbarog Zhila Mahrooz

• Department of Public Administration, Ardabil Branch, Islamic Azad University, Ardabil, Iran

• https://orcid.org/0000-0002-9612-4483

autor

Rasouli Eshaq

• Department of Public Administration, Ardabil Branch, Islamic Azad University, Ardabil, Iran

• https://orcid.org/0000-0003-1253-5507

autor

Ardabili Farzad Sattari

• Department of Public Administration, Ardabil Branch, Islamic Azad University, Ardabil, Iran

• https://orcid.org/0000-0001-9734-7921

autor

Azadi Behnam

• Department of Public Administration, Ardabil Branch, Islamic Azad University, Ardabil, Iran

• https://orcid.org/0000-0002-3772-3232

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Uwagi

Opracowanie rekordu ze środków MEiN, umowa nr SONP/SP/546092/2022 w ramach programu "Społeczna odpowiedzialność nauki" - moduł: Popularyzacja nauki i promocja sportu (2022-2023)