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Customer Service and Driving Profit

How do high growth firms engage and become aligned with customers?

Interview Themes: High growth in large firms; organic and inorganic growth; driving profit; competition; customer base; business fundamentals; alignment with customers; innovation; inside-out [product first] to outside-in [customer first]; organizational structure and customers.


Interview: Professor Ranjay Gulati from the Harvard Business School discusses going back to business fundamentals by putting customers first and outlines some of his ideas around high growth for large firms.


Coget, Jean-Francois. (2011) The Apple Store Effect: Does Organizational Identification Trickle Down to Customers? Academy of Management Perspectives, Feb2011, Vol. 25 Issue 1

Wyld, David C. (2010) Are the Best Salespeople Adaptive Knowledge Brokers Academy of Management Perspectives, Nov2011, Vol. 25 Issue 4

Wyld, David C. (2010) Speaking Up for Customers: Can Sales Professional Spark Product Innovation? Academy of Management Perspectives, May2010, Vol. 24 Issue 2

Jayaraman, Vaidyanathan and Yadong Luo. (2007) Creating Competitive Advantages Through New Value Creation: A Reverse Logistics Perspective. Academy of Management Perspectives, May2007, Vol. 21 Issue 2

Wells, Rebecca M.J. (2007) Outstanding Customer Satisfaction: The Key to a Talented Workforce? Academy of Management Perspectives, Aug2007, Vol. 21 Issue 3

Schneider, Benjamin. (2004) Welcome to the world of services management. Academy of Management Perspectives, May2004, Vol. 18 Issue 2

Ashkanasy, Neal M. (2004) Co-Creating Unique Value with Customers The Future of Competition. Academy of Management Perspectives, May2004, Vol. 18 Issue 2

Gutek, Barbara A., Groth, Markus., Bennett, Cherry. (2002) Achieving service success through relationships and enhanced encounters. Academy of Management Executive, Nov2002, Vol. 16 Issue 4

Pugh, Douglas S., Dietz, Joerg, Wiley, Jack W., Brooks, Scott M. (2002) Driving service effectiveness through employee-customer linkages. Academy of Management Perspectives, Nov2002, Vol. 16 Issue 4

Gwinner, Kevin P. (2001) The Brave New Service Strategy: Aligning Customer Relationships, Market Strategies, and Business Structures. Academy of Management Perspectives, Nov2001, Vol. 15 Issue 4

Daily, Catherine. (1996) Is the Customer Always Right? Academy of Management Perspectives, Nov96, Vol. 10 Issue 4

Gerard, Robert J. (1993) Extraordinary Guarantees: A new Way to Build Quality Throughout Your Company and Ensure Satisfaction for Your Customers. Academy of Management Perspectives, Nov93, Vol. 7 Issue 4

Other AMP journal articles by Professor Ranjay Gulati:
Gulati, Ranjay. (2010) Management Lessons from the Edge. Academy of Management Perspectives, May2010, Vol. 24 Issue 2

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