... Publishing Limited 2009 Customer satisfaction Hospitality services Knowledge management Service delivery Product attributes Norway Because of the assumed importance of atmosphere – and because atmosphere is at least partly created by managers and employees – managers often try...

... customer needs. We hence propose that: © Emerald Group Publishing Limited 2008 H3. Strategic proactiveness is positively related to market orientation. Market research Market orientation Workplace training Business planning Business performance Knowledge management...

.... 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...

... a good representation of the type of software product ventures defined as the focus of our study. The details of the companies are illustrated in the appendix. © Emerald Group Publishing Limited 2005 Knowledge management Finland Partnering activities are important for the success...

...Laszlo Karpati The main message of the book and its main strength is the importance of knowledge in all aspects of business life and marketing. The reviewer thinks that anybody who reads the book carefully will gain new ideas regarding knowledge management and an appetite to raise his or her...

... orientation Knowledge management Market orientation Relationship marketing Australia This article is a retrospective account of a customer service improvement/ action research project undertaken at one of the four major retail banks in Australia. The project was conceived at the bank in its branch...

...‐oriented actions remains problematic (Dibb and Simkin, 2000). Many organisations struggle against internal rigidity and a knowledge gap that ensures no escape. © MCB UP Limited 2003 Internal marketing Knowledge management Organizational development Relationship marketing Learning...

...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...