... be contacted at: walsh@uni-jena.de 23 09 2016 02 01 2017 03 01 2017 © Emerald Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only Emotional intelligence Organizational performance Moderation Citizenship behaviours Customer service employees...

... factors on market orientation stances of facilities management firms. The results reveal that organisational climate has a determinant influence on market orientation stances. © Emerald Group Publishing Limited 2004 Market orientation Facilities Organizational performance...

... is the values that guide creativity: to produce for the public at large, for peers, or only for one’s self (Hirschman, 1983). Five dimensions © MCB UP Limited 2003 Direct marketing Non‐profit organizations Organizational performance Innovation Arts Importance of direct marketing...

... services Marketing management Organizational performance The competitive environment of modern day business appears to necessitate the successful implementation of marketing, if a firm is to advance in its chosen market segments. Marketing is regarded as the pivotal force behind strategic...

... positions are discussed. Customer service Job satisfaction Organizational performance Service quality Stress Stress is a highly researched topic. Scientific journals averaged fewer than 50 stress articles per year in 1970. By the late 1980s, the total had risen to 700 annually (Barley, 1990...

... originally indicated in the SERVQUAL approach (Parasuraman et al., 1988): © MCB UP Limited 1998 Organizational performance Customer satisfaction Insurance companies Motor industry Service quality Services marketing The operationalization of customer expectations is probably...

...). The purpose of the present study was threefold: © MCB UP Limited 1998 Organizational performance Cost management Customer satisfaction Marketing research Product quality Service quality 1 to determine which of these four research firm performance areas was the highest priority...

... of general service hospitals, we provide results indicating that quality not only has a temporal effect on organizational performance, but also translates into long‐term benefits. The findings of this study reinforce anecdotal claims of the efficacy of quality‐based strategies in improving organizational...

... positive relationship between both low environmental munificence and high dynamism with market orientation, and most significantly, a strong positive relationship between market orientation and organizational performance. The implications for service firms are clear: cohesive top management teams committed...

...Dawn Dobni; Wilf Zerbe; J.R. Brent Ritchie Suggests that because of the unique characteristics of services, the behavior of service employees is a key determinant of organizational performance and that the effective management of employee behavior has therefore become the central theme...

... that the sample for Horsky and Swyngedouw (1987) suffered from selection bias and concluded that evidence on the effectiveness of corporate name change signaling in enhancing the value of the firm is, at best, marginal. © MCB UP Limited 1997 Organizational performance Corporate image Marketing...

...John H. Antil States that many problems related to marketing suffered by an organization occur as a result of actions within the firm itself. Terms these problems as “marketcide”, arguing that they hamper organizational performance. Discusses ten common internal problems. Emphasizes that warning...