Global Journal of Management and Business Research, E: Marketing, Volume 22 Issue 2

Upon evaluating the mean of each variable, results show a statistically significant difference exists between the means of some questions answered by respondents belonging to customer-centric or product- centric organizations. Tables 5 and 6 depict results explained below: Rule: Observe the p-value reported for Levene's Test for Equality of Variance in Table 5. If p is well below the 0.05 threshold, one can say that Levene's null hypothesis fails and "equal variance is not assumed" for this sample. Then perform a t-test under the alternative assumption of Non-Equality of Variance and continue to check the significance level reported in the t-test for Equality of Means. The associated significance level of p of the t- test is well below the 5% threshold. The associated significance level indicates that the probability of having no difference between the tested variables is significantly small. Our company's top executives demonstrate their commitment to our customer experience strategy: Levene's test significance is 0.004 < 0.05, so equal variances are not assumed. Then, the P-value of the t-statistic (under Leven's test of Equal Variances not Assumed) is significant at (Sig. 0.002 < 0.05), indicating there is a difference between the means. The mean of customer-centric = 3.59 is significantly higher than that of product-centric = 2.05, inferring that respondents from customer-centric organizations agree that their organizations' top executives demonstrate commitment to customer experience strategy more than those from product-centric organizations. Our leaders spend significant time with customers and employees hearing first-hand about the customer experience: Levene's test significance is 0.182 > 0.05, so equal variances assumed. Then, the P-value of the t- statistic (under Leven's test of Equal Variances Assumed) is significant at (Sig. 0.01 < 0.05), indicating there is a difference between the means. The mean of customer-centric = 4.34 is significantly higher than that of product-centric = 2.75, inferring that respondents from customer-centric organizations are more convinced that their leaders spend significant time with customers and employees to gather feedback about the customer experience. A profound understanding of customers’ needs informs our strategic direction: Levene's test significance is 0.083 > 0.05, so equal variances are assumed. The P-value of the t- statistic (under Leven's test of Equal Variances Assumed) is significant at (Sig. 0.004 < 0.05), indicating there is a difference between the means. The mean of customer-centric = 3.46 is significantly higher than that of product-centric = 1.89, inferring that respondents from customer-centric organizations are more convinced that understanding customers' needs drives organizations' strategies. At our company, the customer experience, the strategy, and the brand are inseparable Levene's test significance is 0.001 < 0.05, so equal variances are not assumed. The P-value of the t- statistic (under Leven's test of Equal Variances not Assumed) is significant at (Sig. 0.03 < 0.05), indicating there is a difference between the means. The mean of customer-centric = 3.46 is significantly higher than that of product-centric = 1.89, inferring that respondents from customer-centric organizations are more convinced that the strategy and brand of the organization are supportive of and driven by the customer experience. Our HR systems support the customer experience Levene's test significance is 0.445 > 0.05, so equal variances are assumed. The P-value of the t- statistic (under Leven's test of Equal Variances Assumed) is significant at (Sig. 0.034 < 0.05). The mean of customer-centric = 2.92 is higher than that of product-centric = 2.18, indicating there is a difference between the means, inferring that respondents from customer-centric organizations believe that their HR supports the customer experience at their organizations but in a relatively ineffective manner. We hire for attitude and fit with our culture Levene's test significance is 0.265 > 0.05, so equal variances are assumed. The P-value of the t- statistic (under Levene's test of Equal Variances Assumed) is significant at (Sig. 0.049 < 0.05), indicating there is a difference between the means. The mean of customer-centric = 3.51 is higher than that of product- centric = 2.8, inferring that respondents from customer- centric organizations are slightly more convinced that the hiring policy fits the culture of their organizations. Our internal communications help create clarity and commitment toward delivering the customers' experiences Levene's test significance is 0.033 < 0.05, so equal variances are not assumed. The P-value of the t- statistic (under Levene's test of Equal Variances not Assumed) is significant at (Sig. 0.008 < 0.05), indicating there is a difference between the means. The mean of customer-centric = 4.00 is significantly higher than that of product-centric = 2.50. Inferring that respondents belonging to customer-centric organizations assert that their internal communication strategy is motivating their customers' experiences efficiently and effectively. Our employee experience mirrors customers' experiences Levene’s test significance is 0.796> 0.05, so equal variances are assumed. The P-value of the t- statistic (under Levene's test of Equal Variances Assumed) is significant at (Sig. 0.02 < 0.05), indicating An Assessment of Customer-Centricity Success Factors: Context of the Lebanese Market 18 Global Journal of Management and Business Research Volume XXII Issue II Version I Year 2022 ( )E © 2022 Global Journals

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