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William Brochs-Haukedal

Customer-centrism is dependent upon employees embracing this as a guiding principle for their work, and committing themselves to the relevant behavior. Such an orientation is contingent upon acceptance and trust in its validity. Transformational leadership is held to be a key component in this context because such leadership is related to the formulation of a compelling vision, and for attracting trusting followers. Those visions build upon intensive business environmental information gathering and processing, enabling leaders to design forward-looking and rewarding visions. In their turn, such visions attract trusting and believing followers internalizing the task of their realization, in this case, customer-centrism.