... Emerald Publishing Limited Licensed re-use rights only Complaint management Social risk Social exchange theory Social media virtually present others Consumer behaviour Employee communications Interaction Perception Consumer attitudes Services marketing Marketing research Interface...

... of implications for both marketing and culture theorists and practitioners. © MCB UP Limited 2000 Market orientation Corporate culture Organizational change Employee communications Retailing Services marketing It has been argued that the concept of market orientation constitutes...

... a sustainable competitive advantage is to become customer driven (Bennett, 1992; Hotchkiss, 1995). The organization that can focus on providing a high quality service to customers is viewed as most likely to achieve success. Financial services Banking Internal communications Employee communications...

... of internal marketing (Grönroos, 1994). It is the active, market‐oriented, approach that is new. Recent studies of managers’ concerns show employee communications, involvement and development (a new employer‐employee “contract”), the redesign of business processes, and the perceived relationship between...