Contents: 1. Introduction to the Handbook on Customer Centricity -- Robert w. Palmatier, Christine Moorman, and Ju-Yeon Lee -- Part I: Organizational design perspectives on customer centricity -- 2. Customer centricity: A multi-year journey / Ajay K. Kohli, Bernie J. Jaworski, and Nabil Shabshab...

In even the most market-oriented economies, most economic transactions occur not in markets but inside managed organizations, particularly business firms. Organizational economics seeks to understand the nature and workings of such organizations and their impact on economic performance. This...