... Publishing Limited 2009 Customer satisfaction Hospitality services Knowledge management Service delivery Product attributes Norway Atmosphere is considered important both in everyday life and in business. In the hospitality industry, which will be focused on here, atmosphere...

... Business planning Business performance Knowledge management Despite the plethora of interest in market orientation demonstrated by academicians and managers alike, it has recently been exposed to considerable criticism (Baker and Sinkula, 2005). Scholars have argued that firms should seek...

.... Findings A reliable and valid scale was developed to measure the four dimensions of CRM: key customer focus, CRM organization, knowledge management and technology‐based CRM. Research limitations/implications Since this study was conducted in Hong Kong only, the generalizability of the CRM scale has...

... to tap into the knowledge resources of their exchange partner. © Emerald Group Publishing Limited 2005 Knowledge management Finland Partnering activities are important for the success of software products for the reason that they create interdependencies and synergies enabling...

...Laszlo Karpati 1. it offers a professional review of the relevant literature of the last decade; and 2. it offers some new theoretical approaches, enriching our view of the role of knowledge management in marketing. For the student this book is not an easy evening's reading...

.../ action research project undertaken at one of the four major retail banks in Australia. The project was conceived at the bank in its branch banking division and implemented Australia‐wide. © Emerald Group Publishing Limited 2004 Action learning Customer orientation Knowledge management...

... is the relationship and knowledge management required for the ‘new organisation’”. This is a suitable departure point for developing a relationship‐mediated theory of internal marketing. In this article, a typology of the major knowledge exchange patterns within organisations is presented. Second, a four‐phase...

...Jenny Darroch; Rod McNaughton Knowledge is seen as a critical resource, with both tangible and intangible attributes. Effective knowledge management is emerging as an important concept that enables all the resources of firms, including knowledge, to be used effectively. A knowledge‐management...