Emerging Markets and the Future of the BRIC Nations
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Emerging Markets and the Future of the BRIC Nations

Edited by Ben L. Kedia and Kelly Aceto

After a decade of unprecedented growth, the BRIC nations’ economies have unexpectedly slowed. In this innovative book, expert contributors diagnose and examine the factors that might be responsible for the economic regression in Brazil, Russia, India, and China.
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Chapter 10: Customer orientation in emerging markets: concepts and empirical tests

Alexander G. Rozhkov, Maria M. Smirnova and Vera A. Rebiazina


Customer orientation (CO) is a basic marketing concept that has been discussed within the marketing discourse since the 1950s. It suggests that a company should identify and satisfy customers’ needs to maximize customer equity, thus extending business objectives from profit generation to non-financial goals. It can be described as a strategic orientation with focus on developing relationship building and customer awareness capabilities in order to achieve higher business performance. In this chapter we review the CO concept in general, provide insights on its implications in emerging markets and develop propositions for framing future research on CO in emerging markets.

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