Gestão & Produção
Gestão & Produção
Artigo Original

Customer orientation and financial performance relationship: the mediating role of innovative capability

A relação entre a orientação ao cliente e o desempenho financeiro: o papel mediador da capacidade de inovação

Mirela Jeffman dos Santos; Marcelo Gattermann Perin; Cláudia Simões; Cláudio Hoffmann Sampaio

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Abstract: Existing research establishes customer orientation (CO) per se as insufficient to achieve higher levels of financial performance (FP). Such reasoning suggests the need for additional skills and capabilities, such as, innovative capability (IC). In addition, environmental variables (e.g., Technological Turbulence – TT) affect these relationships. This paper explores the relationships and effects of CO and IC on FP under different TT conditions. A research framework and hypotheses were developed. The framework captures the following relationships: (i) the direct influence of CO on FP; (ii) the mediating role of IC on the CO/FP relationship; (iii) the moderating role of TT over the mediation of IC on the CO/FP relationship. The fieldwork included an exploratory stage, followed by a cross-sectional survey applied to managers in medium-sized companies in Brazil. Findings revealed that IC partially mediates the relationship between CO and FP, in particular in high TT environments. Managerial implications and avenues for future research are presented.


Customer orientation, Financial performance, Innovative capability, Technological turbulence, Emerging market


Resumo: A pesquisa existente estabelece que a orientação ao cliente (CO), por si só, é insuficiente para atingir níveis mais elevados de desempenho financeiro (FP). Tal raciocínio sugere a necessidade de habilidades e capacidades adicionais, como a capacidade de inovação (IC). Além disso, as variáveis ambientais (por exemplo, turbulência tecnológica – TT) podem afetar essas relações. Este artigo explora as relações e os efeitos da CO e da CI no FP em diferentes condições de TT, tendo sido desenvolvido um modelo teórico correspondente. Tal modelo envolve as seguintes relações: (i) a influência direta da CO no FP; (II) o papel mediador da IC na relação CO/FP; (III) o papel moderado do TT sobre a mediação da IC na relação CO/FP. O trabalho de campo incluiu uma etapa exploratória, seguida de um levantamento transversal aplicado aos gestores de empresas de médio porte no Brasil. Os achados revelaram que a CI tem mediação parcial na relação entre CO e FP, em particular em ambientes de alta TT. Implicações gerenciais e sugestões para futuras pesquisas são apresentadas.


Orientação ao cliente, Desempenho financeiro, Capacidade de inovação, Turbulência tecnológica, Mercado emergente


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