Achieving Market Orientation Through Cross-Functional Integration

Ana Beatriz Murillo-Oviedo
National University of Costa Rica, Heredia, Costa Rica

Márcio Lopes Pimenta
Federal University of Uberlândia, Uberlândia, MG, Brazil

Per Hilletofth
Jönköping University, Jönköping, Sweden

Ewout Reitsma
Jönköping University, Jönköping, Sweden

The purpose of this study is to understand how cross-functional integration contributes to the market orientation of a company that strives to increase market responsiveness. A case study in the Brazilian beverages industry was conducted and empirical data was collected through fourteen in-depth interviews from various functions within the company. The findings indicate that cross-functional integration enables the company to achieve market orientation through two main processes: product launch and customer complaints. Cross-functional integration enables a company to disseminate knowledge about organizational dynamics at both departmental and individual levels, to generate interdependency, to improve the awareness about the internal needs, and to improve the internal knowledge about the customer. This study shows that practitioners need to establish cross-functional integration, as it contributes to the market orientation of a company. Internal knowledge enables practitioners to create value through products and services, while still preserving the corporate image. It also shows that cross-functional teams and meetings are necessary to achieve market orientation in a company.

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This paper has been downloaded 486 times since published. The persistent DOI of this paper is DOI:10.31387/oscm0380241.