Handbook of Management Scales/Customer responsiveness

Customer responsiveness

Items

• Develop new products in anticipation of customer needs
• Incorporate the latest technologies in our products to satisfy customer needs
• Offer products if we identify a new market segment
• Respond at once if customer’s needs change
• Respond quickly to special customer request
• Be proactive in shaping customer’s needs rather than being reactive

Source

• Bernardes (2009): The Effect of Supply Chain Management on Aspects of Social Capital and the Impact on Performance: A Social Network Perspective. Journal of Supply Chain Management, Vol. 46, No. 1, pp. 45-55.

Related Scales

• Customer orientation