UPSI Digital Repository (UDRep)
Start | FAQ | About

QR Code Link :

Type :thesis
Subject :HF Commerce
Main Author :Mustafa Rehman Khan
Title :The mediating effect of customer inspiration between market orientation, satisfaction and loyalty among Proton users
Place of Production :Tanjong Malim
Publisher :Fakulti Pengurusan dan Ekonomi
Year of Publication :2020
Corporate Name :Universiti Pendidikan Sultan Idris
PDF Guest :Click to view PDF file
PDF Full Text :Login required to access this item.

Abstract : Universiti Pendidikan Sultan Idris
The purpose of this study was to investigate the mediating effect of customer inspiration between customer-defined market orientation, customer satisfaction and customer loyalty among  PROTON users. The study was quantitative in nature. A Total of 357 responses was collected through  random sampling from respondents who were users of PROTON automobile in Malaysia. Resource Based  Theory (RBT) was used to explain the effect of customer-defined market orientation on customer  satisfaction and customer loyalty, with mediator customer inspiration. Partial Least Square (PLS)  technique was used to test the proposed  research  model.  Results  revealed  that  customer   satisfaction  (R² =  0.412)  and customer  loyalty  (R² =  0.578)  are  directly  influenced  by   customer-defined  market orientation  and  customer  inspiration.  The  study  reported   significant  factors  customer orientation (β = 0.1955, t = 2.7731), competitor orientation (β =  0.1841, t = 2.3567) and inter-functional coordination (β = 0.1322, t = 2.3281) which effect  customer satisfaction. The study also identified significant factors customer orientation (β =  0.3255, t = 3.4389), competitor  orientation  (β  =  0.1289,  t  =  2.1120)  and  inter-functional   coordination  (β  =  0.1267, t = 2.6454) which effect customer loyalty. Further, results reveal that customer  inspiration  partially  mediate  the  effect  between  customer  orientation  (VAF  =  0.3960),  competitor orientation (VAF = 0.3191) and inter-functional coordination (VAF = 0.3114)  to  customer  satisfaction.  The  results  also  report  that  the  customer  inspiration   partially  mediate the effect between customer orientation (VAF = 0.3273), competitor orientation  (VAF = 0.4185) and inter-functional coordination to customer loyalty (VAF = 0.3683). In  conclusion,   results   showed   that   customer-defined   market   orientation   and   customer  inspiration  perform  a  significant  role  in  mediating  customer  satisfaction  and  customer  loyalty.   Hence,   business   organizations   need   to   focus   on   customer-defined   market  orientation  and  customer  inspiration  to  satisfy their  customer  and  gain  their  loyalty.   In  implication, business organizations should focus on customer satisfaction and customer loyalty by reinforcing market orientation and customer inspiration.  

References

Abdullah, R. (2006).  Business Response  to the  Regional Demands and  Opportunity: A Study of      

    Malaysian Automobile  Industry. Global Issues and Challenges in Business and Economics        

organized   by   Department   of   Management   and Marketing at Corus Paradise Resort, Port    

Dickson, 13(12), 2006-15.

 

Ahmed,  Z.  U.,  &  Humphreys,  J.  H.  (2008).  A  conceptual  framework  for  developing? country 

           transnationals:          PROTON          Malaysia. Thunderbird

international   business review, 50(1), 45-     58.

 

Ajzen,  I.  (1987).  Attitudes,  traits,  and  actions:  Dispositional  prediction  of  behavior  

in personality  and  social  psychology.  In Advances  in  experimental  social psychology (Vol. 

20, pp. 1-63). Academic Press.

 

Akinyele,  S.  T.  (2011).  An  exploration  of  customer-defined  perception  of  market 

orientation: Antecedents and Consequences. An Exploration of Customer-Defined Perception of Market 

Orientation: Antecedents and Consequences, 1-17.

 

Alderson, W., & Green,  P. E. (1964). Planning  and problem solving in  marketing. RD Irwin.

 

Alhakimi, W., & Baharun, R. (2010). An integrative model of market orientation constructs in  

consumer  goods  industry:  An  empirical  evidence. International  Management Review, 6(2), 40-54.

 

Altarifi, S. M., Aqel, I. S., & Al Tarawneh, K. A. (2016). The Impact of Market Orientation on  

Customer  Satisfaction  of  Private  Schools  in  Jordan. International  Journal  of Business and 

Management, 11(9), 117.

 

Anderson,   E.   W.   (1994).   Cross-category   variation   in   customer   satisfaction   and 

retention. Marketing letters, 5(1), 19-30.

 

Anderson,    E.    W.,    &    Fornell,    C.    (1994).    A    customer    satisfaction    

research prospectus. Service quality: New directions in theory and practice, 14(1), 239-266.

 

Anderson, E. W., & Mittal, V. (2000). Strengthening the satisfaction-profit chain. Journal of 

Service research, 3(2), 107-120.

 

Anderson,  E.  W.,  &  Sullivan,  M.  W.  (1993).  The  antecedents  and  consequences  of customer 

satisfaction for firms. Marketing science, 12(2), 125-143.

 

Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market tability: 

Findings from Sweden. The Journal of marketing, 53-66.

 

Anderson, E. W., Fornell, C., & Mazvancheryl, S. K. (2004). Customer satisfaction and

shareholder value. Journal of marketing, 68(4), 172-185.

 

Arnold,  M.  J.,  &  Reynolds,  K.  E.  (2003).  Hedonic  shopping  motivations. Journal  of 

retailing, 79(2), 77-95.

 

Arnould,  E.  J.,  &  Price,  L.  L.  (1993).  River  magic:  Extraordinary  experisence  and  the 

extended service encounter. Journal of consumer Research, 20(1), 24-45.

 

Aziz, N. A., & Yasin, N. M. (2010). How will market orientation and external environmnet influence  

  the    performance    among    SMEs    in    the    agri-food    sector    in Malaysia?. 

International Business Research, 3(3), 154.

 

Bailey, J.E., & Pearson, S.W. (1983). Development of a tool for measuring and analyzing computer 

user satisfaction Management Science, 29(5), 530-545.

 

Baker, W. E., & Sinkula, J. M. (1999). The synergistic effect of market orientation and learning  

orientation  on  organizational  performance. Journal  of  the  academy  of marketing science, 

27(4), 411-427.

 

Bandyopadhyay, S., & Martell, M. (2007). Does attitudinal loyalty influence behavioral loyalty?  A  

theoretical  and  empirical  study. Journal  of  Retailing  and  Consumer Services, 14(1), 35-44.

 

Barclay,  D.,  Higgins,  C.,  &  Thompson,  R.  (1995). The  Partial  Least  Squares  (pls) 

Approach  to  Casual  Modeling:  Personal  Computer  Adoption  Ans  Use  as  an Illustration.

 

Barney,  J.  (1991).  Firm  resources  and  sustained  competitive  advantage. Journal  of 

management, 17(1), 99-120.

 

Baron,  R.  M.,  & Kenny,  D.  A.  (1986).  The moderator–mediator  variable  distinction in social 

    psychological     research:     Conceptual,     strategic,     and     statistical 

considerations. Journal of personality and social psychology, 51(6), 1173.

 

Bearden, W. O., & Teel, J. E. (1983). Selected determinants of consumer satisfaction and complaint 

reports. Journal of marketing Research, 21-28.

 

Becker, J. M., Klein, K., & Wetzels, M. (2012). Hierarchical latent variable models in PLS- SEM:   

guidelines   for   using   reflective-formative   type   models. Long   Range Planning, 45(5-6), 

359-394.

 

Bennett,  R.,  &  Rundle-Thiele,  S.  (2000).  Attitudinal  loyalty–personality trait  or  brand-

y Marketing for the, 21, 97-101.

 

Bhuian,  S.  N.,  Menguc,  B.,  &  Bell,  S.  J.  (2005).  Just  entrepreneurial  enough:  the

moderating   effect   of   entrepreneurship   on   the   relationship   between   market 

orientation and performance. Journal of business research, 58(1), 9-17.

 

Billette, E., & Ryan, Z. (2002). Evaluating and predicting the future of a protected industry. 

 

Bird,  B., Welsch, H., Astrachan, J. H., & Pistrui, D. (2002). Family business research:

The evolution of an academic field. Family business review, 15(4), 337-350.

 

Bisp,  S.  (1999).  Barriers  to  increased  market-oriented  activity:  what  the  literature 

suggests. Journal of market-focused management, 4(1), 77-92.

 

Bitner, M. J. (1990). Evaluating service encounters: the effects of physical surroundings and 

employee responses. Journal of Marketing, 69-82.

 

Boles, J. S., Babin, B. J., Brashear, T. G., & Brooks, C. (2001). An examination of the 

relationships  between  retail  work  environments,  salesperson  selling  orientation- customer  

orientation  and  job  performance. Journal  of  Marketing  Theory  and Practice, 9(3), 1-13.

 

Bolton, R. N. (1998). A dynamic model of the duration of the customer's relationship with a 

continuous service provider: The role of satisfaction. Marketing science, 17(1), 45-65.

 

Böttger, T., Rudolph, T., Evanschitzky, H.,  & Pfrang, T. (2017). Customer inspiration: 

Conceptualization, scale development, and validation. Journal of Marketing, 81(6), 116-131.

 

Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of sevice 

quality: from expectations to behavioral intentions. Journal of marketing research, 30(1), 7-27.

 

Bowen,  J.  T.,  &  Chen,  S.  L.  (2001).  The  relationship  between  customer  loyalty  and 

customer    satisfaction. International    journal    of    contemporary    hospitality management, 

13(5), 213-217.

 

Brady, M. K., & Cronin Jr, J. J. (2001). Customer orientation: Effects on customer service 

perceptions and outcome behaviors. Journal of service Research, 3(3), 241-251.

 

Brik,  A.  B.,  Rettab,  B.,  &  Mellahi,  K.  (2011).  Market  orientation,  corporate  social 

responsibility,     and     business     performance. Journal     of     Business

Ethics, 99(3), 307-      324.

 

Brown, S. W., & Swartz, T. A. (1989). A gap analysis of professional service quality. The

Journal of Marketing, 92-98.

 

Bryant, B. E., & Cha, J. (1996). Crossing the threshold. Marketing Research, 8(4), 20.

 

Bryman,  A.,  &  Bell,  E.  (2015). Business  research  methods.  Oxford  University  Press, USA.

 

Burnham,  T.  A.,  Frels,  J.  K.,  &  Mahajan,  V.  (2003).  Consumer  switching  costs:  A 

typology,  antecedents,  and  consequences. Journal  of  the  Academy  of  marketing Science, 

31(2), 109-126.

 

Burns, A. C., & Bush, R. F. (2003). Marketing Research–Online Research Applications, 4.

 

Cardozo,  R.  N.  (1965).  An  experimental  study  of  customer  effort,  expectation,  and 

satisfaction. Journal of marketing research, 244-249.

 

Cargan, L. (2007). Doing social research. Rowman & Littlefield.

 

Castells,  M.  (2010).  The  rise  of  the  network  society.  The  Information  age:  Economy, 

society, and culture (2nd ed., Vol. 1). Oxford, UK: Wiley-Blackwell.

 

Chen,  S.  C.  (2015).  Customer  value  and  customer  loyalty:  Is  competition  a  missing link? 

Journal of Retailing and Consumer Services, 22, 107-116.

 

Chen, S. C., & Quester, P. G. (2006). Modeling store loyalty: perceived value in market orientation 

practice. Journal of Services Marketing, 20(3), 188-198.

 

Chin,   W.   W.   (1998).   The   partial   least   squares   approach   to   structural   equation 

modeling. Modern methods for business research, 295(2), 295-336.

 

Cohen,   J.,   Cohen,   P.,   West,   S.   G.,   &   Aiken,   L.   S.   (2013).   Applied   

multiple regression/correlation analysis for the behavioral sciences. Routledge.

 

Collins,  H.  (2010).  Creative  Research:  The  Theory  and  Practice  of  Research  for  the 

Creative Research.

 

Conrad,  C.  F.,  &  Serlin,  R.  C.  (Eds.).  (2011). The  Sage  handbook  for  research  in 

education: Pursuing ideas as the keystone of exemplary inquiry. Sage.

 

Cronbach, L.J. (1971). Test validation. Educational measurement, issues and practice, 2, 443-507.

 

Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. 

Journal of marketing, 55-68.

 

Day,  G.  S.  (1992).  Marketing's  contribution  to  the  strategy  dialogue. Journal  of  the

Academy of marketing Science, 20(4), 323-329.

 

Day, G. S. (1994). The capabilities of market-driven organizations. Journal of Marketing,

37-52.

 

Day,  G.  S.,  &  Wensley,  R.  (1988).  Assessing  advantage:  a  framework  for  diagnosing 

competitive superiority. The Journal of Marketing, 1-20.

 

Day,  George  S.  (1969),  “A  Two-Dimensional  Concept  of  Brand  Loyalty,”  Journal  of 

Advertising Research, 9 (3), 29-35.

 

Deshpandé, R., & Farley, J. U. (1998). Measuring market orientation: generalization and synthesis. 

Journal of market-focused management, 2(3), 213-232.

 

Deshpande,  R.,  Farley,  J.  U.,  &  Webster  Jr,  F.  E.  (1993).  Corporate  culture,  customer 

orientation, and innovativeness in Japanese firms: a quadrad analysis. Journal of Marketing, 57(1), 

23-37.

 

Deshpandé,  R.,  Farley,  J.  U.,  &  Webster  Jr,  F.  E.  (1993).  Corporate  culture,  customer 

orientation, and innovativeness in Japanese firms: a quadrad analysis. The journal of Marketing, 

23-37.

 

Devaraj,  S.,  Matta,  K.F.,  &  Winter,  E.C.  (2001).  Product  and  service  quality:  The 

antecedents   of   customer   loyalty   in   the   automotive   industries.   Journal   of 

Production and Operations Management.10 (4):424.

 

Dick,  A.  S.,  &  Basu,  K.  (1994).  Customer  loyalty:  toward  an  integrated  conceptual 

framework. Journal of the academy of marketing science, 22(2), 99-113.

 

Dubihlela, J., & Dhurup, M. R. (2015). Determinants of, and barriers to, market orientation and the 

relationship with business performance among SMES. Journal of Applied Business Research, 31(5), 

1667.

 

Elliot,  A.  J.,  &  Thrash,  T.  M.  (2002).  Approach-avoidance  motivation  in  personality: 

approach and avoidance temperaments and goals. Journal of personality and social psychology, 82(5), 

804.

 

Eris,  E.  D.,  &  Ozmen,  O.  N.  T.  (2012).  The  effect  of  market  orientation,  learning 

orientation  and  innovativeness  on  firm  performance:  A  research  from  Turkish logistics    

sector. International    Journal    of    Economic    Sciences    &    Applied Research, 5(1), 

77-108.

 

Felton, AP (1959). Making the marketing concept work. Harvard Business Review , 37 , 55-65.

 

Finn,  A.  (2005).  Reassessing  the  foundations  of  customer  delight. Journal  of  Service

Research, 8(2), 103-116.

 

Flipo,  J.  P.  (1986).  Service  firms:  interdependence  of  external  and  internal  marketing

strategies. European journal of Marketing, 20(8), 5-14.

 

Fornell,   C.   (1992).   A   national   customer   satisfaction   barometer:   The   Swedish 

experience. Journal of Marketing, 6-21.

 

Fornell, C., & Johnson, M. D. (1993). Differentiation as a basis for explaining customer 

satisfaction across industries. Journal of Economic Psychology, 14(4), 681-696.

 

Fornell,  C.,  &  Larcker,  D.  F.  (1981).  Evaluating  structural  equation  models  with 

unobservable variables and measurement error. Journal of marketing research, 39- 50.

 

Fornell,  C.,  Johnson,  M.  D.,  Anderson,  E.  W.,  Cha,  J.,  &  Bryant,  B.  E.  (1996).  The 

American customer satisfaction index: nature, purpose, and findings. the Journal of Marketing, 

7-18.

 

Fornell,  Claes  (1992),  “A  National  Customer  Satisfaction  Barometer:  The  Swedish 

Experience,” Journal of Marketing, 56 (1), 6-21.

 

Fraenkel, J. R., Wallen, N. E., & Hyun, H. H. (1993). How to design and evaluate research in 

education (7?? ed.). New York: McGraw-Hill.

Furuoka, F. (2007). Malaysia-Japan Relations under the Mahathir Administration: Case Studies of the 

““Look East”” Policy and Japanese Investment in Malaysia. Asian Survey, 47(3), 505-519.

 

Gollwitzer,  P.  M.  (1990).  Action  phases  and  mind-sets. Handbook  of  motivation  and 

cognition: Foundations of social behavior, 2, 53-92.

 

Goodman, J. A. (2009). Strategic customer service: Managing the customer experience to increase 

positive word of mouth, build loyalty, and maximize profits. AMACOM Div American Mgmt Assn.

 

Gouthier, M., & Schmid, S. (2003). Customers and customer relationships in service firms: The 

perspective of the resource-based view. Marketing Theory, 3(1), 119-143.

 

Grant, ET 2004, Perusahaan Otomobil Nasional bhd: introduction, viewed 18.05. 2018,

.

 

Gremler, D. D., & Brown, S. W. (1999). The loyalty ripple effect: appreciating the full value of 

customers. International Journal of Service Industry Management, 10(3),

271-293.

 

Gremler,  D.  D.,  &  Gwinner,  K.  P.  (2000).  Customer-employee  rapport  in  service

relationships. Journal of Service Research, 3(1), 82-104.

 

Griffin, J., & Herres, R. T. (2002). Customer loyalty: How to earn it, how to keep it (p. 18).

San Francisco, CA: Jossey-Bass.

 

Griffiths,  M.  (1998). Educational  research  for  social  justice:  Getting  off  the  fence.

McGraw-Hill Education (UK).

 

Grönroos,  C.  (1995).  Relationship  marketing:  the  strategy  continuum. Journal  of  the 

Academy of Marketing Science, 23(4), 252-254.

 

Gruca,  T.  S.,  & Rego,  L.  L.  (2005).  Customer  satisfaction,  cash  flow,  and  shareholder 

value. Journal of marketing, 69(3), 115-130.

 

Gudergan, S. P., Ringle, C. M., Wende, S., & Will, A. (2008). Confirmatory tetrad analysis in PLS 

path modeling. Journal of business research, 61(12), 1238-1249.

 

Gudlaugsson,  T.,  &  Schalk,  A.  P.  (2009).  Effects  of  Market  Orientation  on  Business 

Performance: Empirical Evidence from Iceland. The European institute of retailing and service 

studies,(6), 1-17.

 

Gummesson, E. (1991). Marketing-orientation revisited: the crucial role of the part-time marketer. 

European journal of Marketing, 25(2), 60-75.

 

Gunay, G. N. (2002). Market orientation and  globalization among the Turkish clothing exporters.  

In The  Impact  of  Globalization  on  World  Business:  Competition, Cooperation, Environment, and 

Development. Turkey: Proceedings of the IMDA 11th World Business Congress (pp. 753-9).

 

Gupta,  S.,  &  Zeithaml,  V.  (2006).  Customer  metrics  and  their  impact  on  financial 

performance. Marketing science, 25(6), 718-739.

 

Hair, J. F., Black,W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis

(7th ed.). Upper Saddle River, NJ: Pearson Prentice Hall.

 

Hair, J. F., Celsi, M. W., Money, A. H., Samouel, P., & Page, M. J. (2011). Essentials of business 

research methods: ME Sharpe. Armonk, NY.

 

Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of 

Marketing theory and Practice, 19(2), 139-152.

 

Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial 

least squares structural equation modeling in marketing research. Journal of

the Academy of Marketing Science, 40(3), 414-433.

 

Hair,  J.,  Money,  A.,  Samuel,  P.,  &  Page,  M.  (2007).  Research  methods  for  business,

NewYork: John Wiley & Sons, Inc.

 

Harris, L. (1998) Barriers to market orientation: the view from the shopfloor. Marketing 

Intelligence & Planning, 16(3), 221-228.

 

Harris, L. C. (1998) Cultural domination: the key to market-oriented culture?. European Journal of 

Marketing, 32(3/4), 354-373.

 

Harris,     L.     C.     (2000).     The     organizational     barriers     to     developing     

market orientation. European Journal of Marketing, 34(5/6), 598-624.

 

Harris, L. C., & Ogbonna, E. (2001). Leadership style and market orientation: an empirical study. 

European journal of marketing, 35(5/6), 744-764.

 

Harris,  L.  C.,  &  Ogbonna,  E.  (2001).  Strategic  human  resource  management,  market 

orientation, and organizational performance. Journal of business research, 51(2), 157-166.

 

Harrison-Walker, L. J. (2001). The measurement of a market orientation and its impact on business 

performance. Journal of Quality management, 6(2), 139-172.

 

Hart,  T.  (1998).  Inspiration:  Exploring  the  experience  and  its  meaning. Journal  of 

Humanistic Psychology, 38(3), 7-35.

 

Hayes,  A.  F.  (2013).  Introduction  to  mediation,  moderation,  and  conditional  process 

analysis: A regression-based approach, Guilford Press.

 

HDR,    2016;    available    on,    http://hdr.undp.org/sites/all/themes/hdr_theme/country- 

notes/EGY.pdf

 

Henseler, J., Dijkstra, T. K., Sarstedt, M., Ringle, C. M., Diamantopoulos, A., Straub, D. W., & 

Calantone, R. J. (2014). Common beliefs and reality about PLS: Comments on Rönkkö and Evermann 

(2013). Organizational Research Methods, 17(2), 182- 209.

 

Henseler, J., Dijkstra, T. K., Sarstedt, M., Ringle, C. M., Diamantopoulos, A., Straub, D. W.,  ... 

 &  Calantone,  R.  J.  (2014).  Common  beliefs  and  reality  about  PLS: Comments    on    

Rönkkö    and    Evermann    (2013). Organizational    Research Methods, 17(2), 182-209.

 

Henseler, J., Hubona, G., & Ray, P. A. (2016). Using PLS path modeling in new technology

research: updated guidelines. Industrial management & data systems, 116(1), 2-20.

 

Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path

modeling   in   international   marketing.   In New   challenges   to   international marketing 

(pp. 277-319). Emerald Group Publishing Limited.

 

Homburg,  C.,  &  Giering,  A.  (2001).  Personal  characteristics  as  moderators  of  the 

relationship     between     customer     satisfaction     and     loyalty—an     empirical 

analysis. Psychology & Marketing, 18(1), 43-66.

 

Homburg, C., Grozdanovic, M., & Klarmann, M. (2007). Responsiveness to customers and competitors: 

the role of affective and cognitive organizational systems. Journal of Marketing, 71(3), 18-38.

 

Hosmer Jr, D. W., Lemeshow, S., & Sturdivant, R. X. (2013). Applied logistic regression.

John Wiley & Sons.

 

Hulland, J. (1999). Use of partial least squares (PLS) in strategic management research: A review 

of four recent studies. Strategic Management Journal, 20(2), 195-204.

 

Hult, g. T. M., & Slater, s. F. (2007). Research notes and commentaries toward greater 

understanding of market orientation and the resource-based view.

 

Hult,  G.  T.  M.,  Ketchen  Jr,  D.  J.,  &  Slater,  S.  F.  (2005).  Market  orientation  and 

performance:   an   integration   of   disparate   approaches. Strategic   management journal, 

26(12), 1173-1181.

 

Hymer, S. (1990). On inspiration. The Psychotherapy Patient, 6(3-4), 17-38.

 

Hyvönen,  S.,  &  Tuominen,  M.  (2007).  Channel  collaboration,  market  orientation  and 

performance       advantages:       Discovering       developed       and       emerging markets. 

International     Review     of     Retail,     Distribution     and     Consumer Research, 17(5), 

423-445.

 

Innis, D. E., & La Londe, B. J. (1994). Customer service: the key to customer satisfaction, 

customer loyalty, and market share. Journal of business Logistics, 15(1), 1.

 

Iswalah,  S  2002,  'Development  of  the  automotive  sector  in  selected  countries,  of  the 

ESCAP  region,'  Regional  Consultative  Meeting  on  Promotion  of  Intraregional Trade and 

Economic Cooperation in the Automotive Sector, United Nation, United Nation, 71-83.

 

Jacoby, J., & Chestnut, R. W. (1978). Brand loyalty: Measurement and management. John Wiley & Sons 

Incorporated.

 

Jacoby, J., & Kyner, D. B. (1973). Brand loyalty vs. repeat purchasing behavior. Journal

of Marketing research, 10 (1), 1-9.

 

Jan,  T.  S.,  &  Hsiao,  C.  T.  (2004).  A  four-role  model  of  the  automotive  industry

development in developing countries: a case in Taiwan. Journal of the Operational Research Society, 

55(11), 1145-1155.

 

Jaworski,   B.   J.,   &   Kohli,   A.   K.   (1993).   Market   orientation:   antecedents   and 

consequences. The Journal of marketing, 53-70.

 

Jaworski,  B.  J.,  &  Kohli,  A.  K.  (1996).  Market  orientation:  review,  refinement,  and 

roadmap. Journal of Market-Focused Management, 1(2), 119-135.

 

Jnr, H. J., Money, A. H., Samouel, P., & Page, M. (2007). Research Methods for Business, UK 

Edition.

 

Johnson, M. D., & Fornell, C. (1991). A framework for comparing customer satisfaction across 

individuals and product categories.

 

Johnson, M. D., Gustafsson, A., Andreassen, T.  W.,  Lervik,  L.,  & Cha,  J. (2001). The evolution 

 and  future  of  national  customer  satisfaction  index  models. Journal  of economic Psychology, 

22(2), 217-245.

 

Jones, E., Busch, P., & Dacin, P. (2003). Firm market orientation and salesperson customer 

orientation:  Interpersonal  and  intrapersonal  influences  on  customer  service  and retention  

in  business-to-business  buyer–seller  relationships. Journal  of  business research, 56(4), 

323-340.

 

Jones, M. A., & Suh, J. (2000). Transaction-specific satisfaction and overall satisfaction: an 

empirical analysis. Journal of services Marketing, 14(2), 147-159.

 

José Sanzo, M., Leticia Santos, M., Alvarez, L. I., & Vázquez, R. (2007). The effect of a buyer's 

market orientation on attitudinal loyalty toward a supplier: is dependence a moderator?. Supply 

Chain Management: An International Journal, 12(4), 267-283.

 

Jyoti, J., & Sharma, J. (2012). Impact of market orientation on business performance: Role of 

employee satisfaction and customer satisfaction. Vision, 16(4), 297-313.

 

Kahn,   K.    B.,    &   Mentzer,   J.   T.   (1998).    Marketing’s   integration   with   other

departments. Journal of Business Research, 42(1), 53-62.

 

Kalantari Shahijan, M., Rezaei, S., Nigel Preece,  C., & Khairuzzaman Wan Ismail, W. (2014). 

Examining retailers’ behaviour in managing critical points in Halal meat handling: A PLS analysis. 

Journal of Islamic Marketing, 5(3), 446-472.

 

Kassarjian,  H.  H.  (1971).  Personality  and  consumer  behavior:  A  review. Journal  of

marketing Research, 409-418.

 

Keiningham, T. L., Cooil, B., Aksoy, L., Andreassen, T. W., & Weiner, J. (2007). The

value of different customer satisfaction and loyalty metrics in predicting customer retention,  

recommendation,  and  share-of-wallet. Managing  service  quality:  An international Journal, 

17(4), 361-384.

 

Kelley, S. W. (1992). Developing customer orientation among service employees. Journal of the 

academy of Marketing Science, 20(1), 27-36.

 

Kenny, D. A., Kashy, D. A., & Bolger, N. (1998). Data analysis in social psychology (In

D. Gilbert, S. Fiske, & G. Lindzey (Eds.). The handbook of social psychology (Vol. 1, pp. 233–265).

 

Khatibi, A. A., Ismail, H., & Thyagarajan, V. (2002). What drives customer loyalty: An analysis    

from    the    telecommunications    industry. Journal    of    Targeting, Measurement and Analysis 

for Marketing, 11(1), 34-44.

 

Kibbeling, M., Van Der Bij, H., & Van Weele, A. (2013). Market orientation and innovativ eness  in  

supply  chains:  Supplier's  impact  on  customer  satisfaction.  Journal  of Product Innovation 

Management, 30(3), 500-515.

 

Kiessling, T., Isaksson, L., & Yasar, B. (2016). Market orientation and CSR: Performance 

implications. Journal of Business Ethics, 137(2), 269-284.

 

Kirca, A. H., Jayachandran, S., & Bearden, W. O. (2005). Market orientation: A meta- analytic    

review    and    assessment    of    its    antecedents    and    impact    on performance. Journal 

of marketing, 69(2), 24-41.

 

Kirca, A. H., Jayachandran, S., & Bearden, W. O. (2005). Market orientation: A meta- analytic    

review    and    assessment    of    its    antecedents    and    impact    on performance. Journal 

of marketing, 69(2), 24-41.

 

Kiseleva, E. M., Nekrasova, M. L., Mayorova, M. A., Rudenko, M. N., & Kankhva, V. S. (2016).  The  

theory and  practice  of  customer  loyalty management  and  customer focus   in   the   enterprise 

  activity. International   Review   of   Management   and Marketing, 6(6S), 95-103.

 

Koh, J., Kim, Y. G., &  Kim, Y. G. (2003). Sense of virtual  community:  A conceptual framework    

and    empirical    validation. International    Journal    of    Electronic Commerce, 8(2), 75-94.

 

Kohli,  A.  K.,  &  Jaworski,  B.  J.  (1990).  Market  orientation:  the  construct,  research 

propositions, and managerial implications. The Journal of Marketing, 1-18.

 

Kohli,  A.  K.,  Jaworski,  B.  J.,  &  Kumar,  A.  (1993).  MARKOR:  a  measure  of  market

orientation. Journal of Marketing research, 467-477.

 

Kothari,  C.  R.  (2004). Research  methodology:  Methods  and  techniques.  New  Age

International.

 

Kotler,  P.  (1984),  Marketing  Management:  Analysis,  Planning,  and  Control,  5th  ed., 

Prentice Hall, Englewood Cliffs, NJ

 

Kotler,  P.  (1991).  Marketing  management:  Analysis,  Planning,  Implementation,  and Control, 

Englewood Cliffs, Prentice Hall.

 

Kotler,   P.   (2000).   Marketing   Management:   Analysis,   Planning,   Implementation and 

control. 9th Edition. Singapore: Prentice-Hall Inc.

 

Kotler, P. (2009). Marketing management: A south asian perspective: Pearson Education India.

 

Kotler, P., & Armstrong, G. (2010). Principles of marketing. Pearson education.

 

Kotler, Philip (1991), Marketing Management – Analysis, Planning, Implementation, and Control, 

Englewood Cliffs, NJ: Prentice-Hall, Inc.

 

Kotler,  Philip,  and  Kevin  Lane  Keller  2012.  Management  Marketing.  Harlow:  Pearson 

Education Limited.

 

Kotler, Philip, Hermawan Kartajaya, and Iwan Setiawan 2010. Marketing 3.0. Hoboken, New Jersey: 

John Wiley & Sons, Inc.

 

Kozinets, R. V. (2002). Can consumers escape the market? Emancipatory illuminations from burning 

man. Journal of Consumer research, 29(1), 20-38.

 

Krepapa, A., Berthon, P., Webb, D., & Pitt, L. (2000). Market Orientation and Customer Satisfaction 

 in  the  Service  Dyad. University  of  Bath  School  of  Management Working Paper, 1-27.

 

Krepapa, A., Berthon, P., Webb, D., & Pitt, L. (2003). Mind the gap: an analysis of service 

provider versus    customer perceptions of market orientation and the impact on satisfaction. 

European Journal of Marketing, 37(1/2), 197-218.

 

Krys, C. (2013). Scenario-based strategic planning: Developing strategies in an uncertain world. 

Springer Science & Business Media.

 

Kurtinaitiene,   J.   (2005).   Marketing   orientation   in   the   European   Union   mobile 

telecommunication market. Marketing Intelligence & Planning, 23(1), 104-113.

 

Lai, K. H. (2003). Market orientation in quality-oriented organizations and its impact on ce. 

International journal of production economics, 84(1), 17-34.

 

Lamb,  C.  W.,  Hair,  J.  F.,  McDaniel,  C.,  Boshoff,  C.  &  Terblanche,  N.S.  (2010). 

MarketingSouth   African   4th   edition.   Cape   Town:   Oxford   University   Press Southern 

Africa.

 

Lavidge,   R.   J.   (1966).  Marketing   concept   often   gets   only  lip   service. Advertising 

Age, 37(October), 52.

 

Leimeister, J. M., Sidiras, P., & Krcmar, H. (2006). Exploring success factors of virtual 

communities:    The    perspectives    of    members    and    operators. Journal    of 

organizational computing and electronic commerce, 16(3-4), 279-300.

 

Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer 

journey. Journal of Marketing, 80(6), 69-96.

 

Levitt, T. (1960). Marketing myopia. Harvard business review, 38(4), 24-47.

 

Lewin, K. (2013). A dynamic theory of personality-selected papers. Read Books Ltd.

 

Lewis,  B.  R.,  Templeton,  G.  F.,  &  Byrd,  T.  A.  (2005).  A  methodology  for  construct 

development  in  MIS  research. European  Journal  of  Information  Systems, 14(4), 388-400.

 

Liao,  S.  H.,  Chang,  W.  J.,  Wu,  C.  C.,  &  Katrichis,  J.  M.  (2011).  A  survey  of  

market orientation research (1995–2008). Industrial marketing management, 40(2), 301- 310.

 

Lim,    A    2007,    Proton    GEN.2    to    be    sold    in    China,    viewed    19.05.    

2018,

.

 

Lindberg,  A.,  &  Götberg,  A.  (2016).  Radical  Supply  Chain  Innovation-Developing  a Generic 

and Actionable Framework.

 

Lockwood,  P.,  &  Kunda,  Z.  (1999).  Increasing  the  salience  of  one's  best  selves  can 

undermine  inspiration  by  outstanding  role  models. Journal  of  personality  and social 

psychology, 76(2), 214.

 

Lopez,  M.  B.  (2010).  Market  orientation,  service  quality  and  business  performance  of 

hotels in Klang Valley of Malaysia.

 

Lukas,  B.  A.,  &  Ferrell,  O.  C.  (2000).  The  effect  of  market  orientation  on  product 

innovation. Journal of the academy of marketing science, 28(2), 239-247.

 

MAA, 2015; available on, http://www.maa.org.my/pdf/nap_2014_policy.pdf

 

MAI, 2015; available on, http://mai.org.my/attachment/MAIAnnualReport_2015.pdf

 

Malhotra, N. K. (2006). Questionnaire design and scale development. The handbook of

marketing research: Uses, misuses, and future advances, 176-202.

 

Malhotra,  N.  K.  (2010).  Marketing  research:  An  applied  orientation  (6th  ed.).  Upper 

Saddle River, NJ: Pearson/Prentice Hall.

 

Manasseh, T., Müller-Sarmiento, P., Reuter, H., von Faber-Castell, C., & Pallua, C. (2012). 

Customer inspiration–a key lever for growth in European retail. Marketing Review St. Gallen, 29(5), 

16-21.

 

Matsuno, K., Mentzer, J. T., & Rentz, J. O. (2005). A conceptual and empirical comparison of three 

market orientation scales. Journal of business research, 58(1), 1-8.

 

Maxwell, J. A. (2004). Causal explanation, qualitative research, and scientific inquiry in 

education. Educational researcher, 33(2), 3-11.

 

Maydeu-Olivares,  A.,  &  Lado,  N.  (2003).  Market  orientation  and  business  economic 

performance:   A   mediated   model. International   Journal   of   Service   Industry Management, 

14(3), 284-309.

 

McNaughton, R. B., Osborne, P., & Imrie, B. C. (2002). Market-oriented value creation in service 

firms. European Journal of Marketing, 36(9/10), 990-1002.

 

Mittal,  V.,  & Kamakura,  W.  A.  (2001).  Satisfaction,  repurchase  intent,  and  repurchase 

behavior: Investigating the moderating effect of customer characteristics. Journal of marketing 

research, 38(1), 131-142.

 

Morgan, N. A., & Rego, L. L. (2006). The value of different customer satisfaction  and loyalty 

metrics in predicting business performance. Marketing Science, 25(5), 426- 439.

 

MWR, 2012; available on http://www.malaysia.ahk.de/fileadmin/ahk_malaysia/Market_reports_2012/Marke 

t_Watch_2012_-_Automotive.pdf

 

NAP,2014; available on,

http://www.miti.gov.my/miti/resources/Media%20Release/Media_Release_-

_Automotive_Outlook_2018_%E2%80%93_Holistic_Industry_Growth_Continue 

s_As_National_Automotive_Policy_2014_(NAP2014)_Enters_Fifth_Year.pdf

 

Narver,  J.  C.,  &  Slater,  S.  F.  (1990).  The  effect  of  a  market  orientation  on  

business profitability. Journal of marketing, 20-35.

 

Narver, J. C., Slater, S. F., & Tietje, B. (1998). Creating a market orientation. Journal of

market-focused management, 2(3), 241-255.

 

Naumann,  E.,  Jackson,  D.  W.  and  Rosenbaum,  M.  S.  (2001).How  to  implement  a

Customer Satisfaction Program. Business Horizons 44(1):37.

 

Neneh, B. N. (2016). Market orientation and performance: the contingency role of exter- nal 

environment. Environmental Economics, 7(2), 1-14.

 

Ngansathil, Wichitra. "Market orientation and business performance: Empirical evidence from 

Thailand." PhD diss., 2001.

 

Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric Theory (McGraw-Hill Series in Psychology) 

(Vol.3). New York: McGraw-Hill.

 

Nykiel, R. A. (2007). Handbook of marketing research methodologies for hospitality and tourism. New 

York, NY: Haworth Hospitality & Tourism Press.

 

Odin, Y., Odin, N., & Valette-Florence, P. (2001). Conceptual and operational aspects of brand 

loyalty: An empirical investigation. Journal of business research, 53(2), 75- 84.

 

Oleynick, V. C., Thrash, T. M., LeFew, M. C., Moldovan, E. G., & Kieffaber, P. D. (2014). The   

scientific   study  of   inspiration   in   the   creative   process:   challenges   and 

opportunities. Frontiers in human neuroscience, 8, 436.

 

Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction 

decisions. Journal of marketing research, 460-469.

 

Oliver,   R.   L.   (1993).   Cognitive,   affective,   and   attribute   bases   of   the   

satisfaction response. Journal of consumer research, 20(3), 418-430.

 

Oliver,  R.  L.  (1997).  Emotional  expression  in  the  satisfaction  response. Satisfaction:  A 

behavioral perspective on the consumer, 291-325.

 

Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. McGraw– Hill, New 

York.

 

Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(6), 33-44.

 

Oliver,   R.   L.,   &   DeSarbo,   W.   S.   (1988).   Response   determinants   in   satisfaction 

judgments. Journal of consumer research, 14(4), 495-507.

 

Oliver, R. L., & Swan, J. E. (1989). Equity and disconfirmation perceptions as influences on 

merchant and product satisfaction. Journal of consumer research, 16(3), 372- 383.

 

Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: foundations, findings, and

managerial insight. Journal of retailing, 73(3), 311-336.

 

Oliver, Richard L. (1997), Satisfaction- A Behavioral Perspective on the Consumer, New

York: McGraw-Hill.

 

Olsen,  S.  O.  (2002).  Comparative  evaluation  and  the  relationship  between  quality, 

satisfaction,   and   repurchase   loyalty. Journal   of   the   academy   of   marketing science, 

30(3), 240-249.

 

Ortega,  R.  T.,  &  Criado,  J.  R.  (2012)  Market  Orientation  of  Born  Globals  Firms:  A 

Qualitative  Examination.  International  Journal  of  Business  and  Management Studies, 4(2), 

141-150.

 

Osuagwu, L. (2006). Market orientation in Nigerian companies. Marketing Intelligence & Planning, 

24(6), 608-631.

 

Pansari, A., & Kumar, V. (2016). Customer engagement: the construct, antecedents, and consequences. 

Journal of the Academy of Marketing Science, 1-18.

 

Parahoo,   K.   (2014). Nursing   research:   principles,   process   and   issues.   Macmillan 

International Higher Education.

 

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and 

its implications for future research. the Journal of Marketing, 41-50.

 

Park, C. W., Eisingerich, A. B., & Park, J. W. (2013). Attachment–aversion (AA) model of  

customer–brand  relationships. Journal  of  Consumer  Psychology, 23(2),  229- 248.

 

Patterson,  P.  G.,  &  Smith,  T.  (2003).  A  cross-cultural  study  of  switching  barriers  and 

propensity to stay with service providers. Journal of retailing, 79(2), 107-120.

 

Patterson, P. G., Johnson, L. W., & Spreng, R. A. (1996). Modeling the determinants of customer 

satisfaction for business-to-business professional services. Journal of the academy of marketing 

science, 25(1), 4-17.

 

Patton,   M.   Q.   (2002).   Qualitative   research   &   evaluation   methods.   3rd   edn.(Sage 

Publications: Thousand Oaks).

 

Paultan (2015), viewed 18.05 2018,

and-goldstar-sign-jv-agreement-to-develop-lotus-branded-passenger-cars-for- china/>.

 

Paultan    (2017),    viewed    18.05.2018,   

             hip-definitive-agreement-inked/>.

 

Paultan    (2018),    viewed    20.04.2018,   

performance-in-malaysia-2017-vs-2016-a-look-at-last-years-biggest-winners-and- losers/>.

 

Paultan,    (2016);    viewed    25.9.2019,    http://paultan.org/2016/02/16/my-new-proton- 

enhancing-the-ownership-experience-proton-service-sucks-i-agree-but-well- change-ceo/

 

Paultan, (2018); viewed 22.4.2018, https://paultan.org/2018/01/18/malaysian-automotive- 

industry-outlook-for-2018-growth-expected-on-all-fronts-eevs-to-climb-to-60/

 

Peterson,  R.  A.,  &  Wilson,  W.  R.  (1992).  Measuring  customer  satisfaction:  fact  and 

artifact. Journal of the academy of marketing science, 20(1), 61.

 

Piercy,  N.  (1991).  Market-led  strategic  change:  making  marketing  happen  in  your 

organisation. Thorsons, London.

 

Podsakoff, P. M., & Organ, D. W. (1986). Self-reports in organizational research: Problems and 

prospects. Journal of management, 12(4), 531-544.

 

Podsakoff,  P.  M.,  Bommer,  W.  H.,  Podsakoff,  N.  P.,  &  MacKenzie,  S.  B.  (2006). 

Relationships  between  leader  reward  and  punishment  behavior  and  subordinate attitudes, 

perceptions, and behaviors: A meta-analytic review of existing and new research. Organizational  

Behavior  and  Human  Decision  Processes, 99(2),  113- 142.

 

Ramamurthy,   T.   V.   (2015).   Market   Orientation   and   Its   Effectiveness   On   Firms 

Performance:  A  Study  With  Respect  To  Specialty  Chemical  Industry  In  Select Cities of 

Maharashtra And Gujarat.

 

Reichheld, F. F. (1993). Loyalty-based management. Harvard business review, 71(2), 64- 73.

 

Reichheld,   F.   F.   (1994).   Loyalty   and   the   renaissance   of   marketing. Marketing 

Management, 2 (4), 10.

 

Reichheld, F. F. (2001). Loyalty rules: How today's leaders build lasting relationships.

Harvard Business Press.

 

Reichheld,   F.   F.   (2003).   The   one   number   you   need   to   grow. Harvard   business 

review, 81(12), 46-55.

 

Reza Jalali et al ( 2013), Effect of the market orientation on the customer satisfaction and 

organizational performance (Case Study: Pasargad Bank in Rasht, Gilan Province al of Engineering 

and Applied Scienc Journal-3-13, pg. 1167-1171.

 

Robinson, O. C. (2014). Sampling in interview-based qualitative research: A theoretical

and practical guide. Qualitative research in psychology, 11(1), 25-41.

 

Rook,  D.  W.,  &  Fisher,  R.  J.  (1995).  Normative  influences  on  impulsive  buying behavior. 

Journal of consumer research, 22(3), 305-313.

 

Roscoe, J. T. (1975). Fundamental research statistics for the behavioral sciences [by] John

T. Roscoe.

 

Rosli,   M.   (2006).   The   automobile   industry   and   performance   of   malaysian   auto 

production. Journal of Economic Cooperation among Islamic Countries, 27(1).

 

Rust, R. T., & Oliver, R. L. (Eds.). (1993). Service quality: New directions in theory and 

practice. Sage Publications.

 

Ryan,  R.  M.,  &  Deci,  E.  L.  (2000).  Self-determination  theory  and  the  facilitation  of 

intrinsic      motivation,      social      development,      and      well-being. American 

psychologist, 55(1), 68.

 

Saunders, M., Lewis, P., & Thornhill, A. (2009). Research methods for business students, fifth 

edition (fifth).

 

Schalk, A. P. (2008). Effects of Market Orientation on Business Performance: Empirical Evidence 

from Iceland. Marketing and International Business.

 

Schmitt,  B.  H.  2003.  Customer  Experience  Management:  A  revolutionary  approach  to 

connecting with your customers. New Jersey: John Wiley & Sons.

 

Schouten,  J.  W.,  McAlexander,  J.  H.,  & Koenig,  H.  F.  (2007).  Transcendent  customer 

experience   and   brand   community. Journal   of   the   academy   of   marketing science, 35(3), 

357-368.

 

Schwab, D. P. (2013). Research methods for organizational studies. Psychology Press.

 

Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in   online   

and   offline   environments. International   journal   of   research   in marketing, 20(2), 

153-175.

 

Shapiro,  B.  P.  (1988). What  the  hell  is  market  oriented? The  Journal  of  Academic 

Librarianship, 358-368.

 

Shehu, A. M., & Mahmood, R. (2014). Market orientation and firm performance among Nigerian  SMEs:  

The  moderating  role  of  business  environment. Mediterranean

Journal of Social Sciences, 5(23), 158.

 

Shen,  K.  N.,  Yu,  A.  Y.,  &  Khalifa,  M.  (2010).  Knowledge  contribution  in  virtual

communities: accounting for multiple dimensions of social presence through social identity. 

Behaviour & Information Technology, 29(4), 337-348.

 

Siguaw, J. A., Brown, G., & Widing, R. E. (1994). The influence of the market orientation of the 

firm on sales force behavior and attitudes. Journal of marketing research, 106-116.

 

Simpson,  M.,  Sykes,   G.,  &  Abdullah,  A.  (1997).  Transitory  JIT   at  Proton  Cars, 

Malaysia. Management Research News, 20(2/3), 46-47.

 

Simpson, M., Sykes, G., & Abdullah, A. (1998). Case study: transitory JIT at Proton cars, Malaysia. 

International     Journal     of     Physical     Distribution     &     Logistics Management, 

28(2), 121-142.

 

Singh, S., & Ranchhod, A. (2004). Market orientation and customer satisfaction: Evidence from 

British machine tool industry. Industrial Marketing Management, 33(2), 135- 144.

 

Sirmon, D. G., Hitt, M. A., & Ireland, R. D. (2007). Managing firm resources in dynamic 

environments   to   create   value:   Looking   inside   the   black   box. Academy   of management 

review, 32(1), 273-292.

 

Slater,  S.  F.,  &  Narver,  J.  C.  (1994).  Market  orientation,  customer  value,  and  

superior performance. Business horizons, 37(2), 22-28.

 

Slater, S. F., Mohr, J. J., & Sengupta, S. (2010). Market orientation. Wiley International 

Encyclopedia of Marketing.

 

Smitka, M. (1991). Competitive ties: Subcontracting in the Japanese automotive industry.

Columbia University Press.

 

Soper, D.S. (2018). A-priori Sample Size Calculator for Multiple Regression [Software].

Available from http://www.danielsoper.com/statcalc

 

Stangor,  C.  (2014).  Research  methods  for  the  behavioral  sciences  (5th  ed.).  Australia: 

Wadsworth Cengage Learning.

 

Steinman, C., Deshpande, R., & Farley, J. U. (2000). Beyond market orientation: When customers and 

suppliers disagree. Journal of the Academy of Marketing Science, 28(1), 109-119.

 

Straub, D. W. (1989). Validating instruments in MIS research. MIS quarterly, 147-169.

 

Straub, D., Boudreau, M. C., & Gefen, D. (2004). Validation guidelines for IS positivist research. 

Communications of the Association for Information systems, 13(1), 24.

 

Survery Monkey (2019); viewed 25.9.2019, https://www.surveymonkey.com/mp/sample- 

sizecalculator/#targetText=Here%20are%20two%20key%20terms,would%20be% 20about%20317%20million.

 

Tan,      P      (2007),      New      Volvo      S80      T6      AWD,      viewed      18.05      

2018,

.  The  start  e-paper,  2005 viewed           

   23.4.2018,              https://www.thestar.com.my/business/business- 

news/2005/07/27/maa-proton-market-share-down-peroduas-up/

 

Thomas, B., & Tobe, J. (2012). Anticipate: Knowing What Customers Need Before They Do. John Wiley & 

Sons.

 

Thrash, T. M., & Elliot, A. J. (2003). Inspiration as a psychological construct. Journal of 

personality and social psychology, 84(4), 871.

 

Thrash,  T.  M.,  &  Elliot,  A.  J.  (2004).  Inspiration:  core  characteristics,  component 

processes,    antecedents,    and    function. Journal    of    personality    and    social 

psychology, 87(6), 957.

 

Thrash, T. M., Elliot, A. J., Maruskin, L. A., & Cassidy, S. E. (2010). Inspiration and the 

promotion of well-being: Tests of causality and mediation. Journal of personality and social 

psychology, 98(3), 488.

 

Thrash, T. M., Maruskin, L. A., Moldovan, E. G., Oleynick, V. C., & Belzak, W. C. (2017). 

Writer–reader  contagion  of  inspiration  and  related  states:  Conditional  process analyses 

within a cross-classified writer× reader framework. Journal of personality and social psychology, 

113(3), 466.

 

Thrash,  T.  M.,  Moldovan,  E.  G.,  Oleynick,  V.  C.,  &  Maruskin,  L.  A.  (2014).  The 

psychology of inspiration. Social and Personality Psychology Compass, 8(9), 495- 510.

 

Tokarczyk,  J.,  Hansen,  E.,  Green,  M.,  &  Down,  J.  (2007).  A  resource-based  view  and 

market orientation theory examination of the role of “familiness” in family business success. 

Family Business Review, 20(1), 17-31.

 

Tse,  D.  K.,  &  Wilton,  P.  C.  (1988).  Models  of  consumer  satisfaction  formation:  An 

extension. Journal of marketing research, 204-212.

 

Turnbull,  P.,  Oliver,  N.,  &  Wilkinson,  B.  (1992).  Buyer?supplier  relations  in  the  UK? 

automotive   industry:   Strategic   implications   of   the   Japanese   manufacturing

ategic Management Journal, 13(2), 159-168.

 

Urbach, N., & Ahlemann, F. (2010). Structural equation modeling in information systems

research using partial least squares. Journal of Information technology theory and application, 

11(2), 5-40.

 

Von  Hippel,  E.  (1986).  Lead  users:  a  source  of  novel  product  concepts. Management 

science, 32(7), 791-805.

 

Wad,  P.  (2004).  Transforming  industrial  relations:  the  case  of  the  Malaysian  auto 

industry. Labour in Southeast Asia: local processes in a globalised world. London: RoutledgeCurzon, 

235-264.

 

Wad,    P.    (2009).    The    automobile    industry   of    Southeast    Asia:    Malaysia    

and Thailand. Journal of the Asia Pacific Economy, 14(2), 172-193.

 

Wang, Y., & Lo, H. P. (2003). Customer-focused performance and the dynamic model for competence   

building   and   leveraging:   A   resource-based   view. Journal   of Management Development, 

22(6), 483-526.

 

Watson,  D.,  Clark,  L.  A.,  & Tellegen,  A.  (1988).  Development  and  validation  of  brief 

measures of positive and negative affect: the PANAS scales. Journal of personality and social 

psychology, 54(6), 1063.

 

Watson,  G.  F.,  Beck,  J.  T.,  Henderson,  C.  M.,  &  Palmatier,  R.  W.  (2015).  Building, 

measuring,  and  profiting  from  customer  loyalty. Journal  of  the  Academy  of Marketing 

Science, 43(6), 790-825.

 

Webb,  D.,  Webster,  C.,  &  Krepapa,  A.  (2000).  An  exploration  of  the  meaning  and 

outcomes   of   a   customer-defined   market   orientation. Journal   of   business research, 

48(2), 101-112.

 

Webster   Jr,   F.   E.   (1988).   The   rediscovery   of   the   marketing   concept. Business 

horizons, 31(3), 29-39.

 

Webster, F.E. (1988). The rediscovery of the marketing concept. Business horizons, 31(3), 29-39.

 

Webster, R. L., Hammond, K. L., & Rothwell, J. C. (2014). Market Orientation Effects on Business  

School  Performance:  Views  from  inside  and  outside  the  Business School. American Journal of 

Business Education, 7(1), 9-20.

 

Wegner,  T.  (2010). Applied  business  statistics:  Methods  and  Excel-based  applications.

Juta and Company Ltd.

 

Westbrook, R. A., & Reilly, M. D. (1983). Value-percept disparity: an alternative to the

disconfirmation  of  expectations  theory  of  consumer  satisfaction. ACR  North American 

Advances.

 

Wetzels, M., Odekerken-Schröder, G., & Van Oppen, C. (2009). Using PLS path modeling for    

assessing    hierarchical    construct    models:    Guidelines    and    empirical illustration. 

MIS quarterly, 177-195.

 

Wilson,  M.  A.,  &  Mackenzie,  N.  E.  (2000).  Social  attributions  based  on  domestic 

interiors. Journal of Environmental Psychology, 20(4), 343-354.

 

Womack, J. P., Womack, J. P., Jones, D. T., & Roos, D. (1990). Machine that changed the world. 

Simon and Schuster.

 

Wong, K. K. K. (2016). Mediation analysis, categorical moderation analysis, and higher- order 

constructs modeling in Partial Least Squares Structural Equation Modeling (PLS-SEM): A B2B Example 

using SmartPLS. Marketing Bulletin, 26.

 

Yi, Y. (1990). A critical review of consumer satisfaction. Review of marketing, 4(1), 68- 123.

 

Yin,  R.  K.  (1994).  Discovering  the  future  of  the  case  study.  Method  in  evaluation 

research. Evaluation practice, 15(3), 283-290.

 

Yukse  A.,  (2010)  Effects  of  customer  satisfaction  on  customer  loyalty.  Journal  of 

Marketing Management 2(1), 278-284.

 

Zehir, C., Köle, M., & Y?ld?z, H. (2015). The mediating role of innovation capability on market  

orientation  and  export  performance:  An  implementation  on  SMEs  in Turkey. Procedia-Social 

and Behavioral Sciences, 207, 700-708.

 

Zeithaml,  V.  A.,  Parasuraman,  A.,  &  Berry,  L.  L.  (1990). Delivering  quality  service: 

Balancing customer perceptions and expectations. Simon and Schuster.

 

Zeithaml, V.A., Bitner, M.J. and Gremier, D.D. (2005) Services Marketing: 4th edition.

McGraw-Hill

 

Zhi-min, D., & Lu, G. (2012, July). Market orientation, customer loyalty and company performance: 

From the SEM research of service firms in China. In Service Systems and  Service  Management  

(ICSSSM),  2012  9th  International  Conference  on (pp. 305-310). IEEE.

 

Zhou, K.  Z., Yim, C. K., & Tse, D.  K. (2005). The effects of strategic orientations on 

technology-and       market-based       breakthrough       innovations. Journal       of

marketing, 69(2), 42-60.

 

Zikmund, W. G. (2003). Business research methods 7th ed., Thomson/South-Western.

 

Zikmund, W. G., Babin, B. J., Carr, J. C., & Griffin, M. (2013). Business research methods.

Cengage Learning.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


This material may be protected under Copyright Act which governs the making of photocopies or reproductions of copyrighted materials.
You may use the digitized material for private study, scholarship, or research.

Back to previous page

Installed and configured by Bahagian Automasi, Perpustakaan Tuanku Bainun, Universiti Pendidikan Sultan Idris
If you have enquiries with this repository, kindly contact us at pustakasys@upsi.edu.my or Whatsapp +60163630263 (Office hours only)