We empirically test our predictions using field-based
archival and survey data collected from a major financial
service company in Taiwan. This company strives to provide
high-quality, customer-oriented service. The company
uses six customer value drivers3 – useful investment advice,
friendly attitude, convenient location, reasonable price,
complete product line, and professional service – to differentiate
itself from competitors. In our setting, we operationalize
consensus by measuring how consistently a branch
manager and a salesperson prioritize the six customer value
drivers (i.e., their consensus on strategy implementation).4
Specifically, we survey salespeople and branch managers