... back-office staff citizenship behaviour, which “is beneficial for an organisation but that falls outside of formal role requirements such that it is difficult to formally specify or reward” (Morrison, 1996 , p. 493). Emotional intelligence Organizational performance Moderation Citizenship...

... 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 An executive...

... 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 Organizational characteristics The research model focuses on the organizational...

... 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. © MCB UP Limited 1999 Customer service Job satisfaction Organizational performance Service quality Stress For years, scholars and managers alike have recognized that employees’ perceptions of their working environment have significant implications for work...

... for unforeseen services, and complete the study within budget (Nowak et al., 1997). © MCB UP Limited 1998 Organizational performance Cost management Customer satisfaction Marketing research Product quality Service quality Virtually all business services depend on repeat...

... to help ensure that the final check indicates satisfied rather than dissatisfied claimants. © MCB UP Limited 1998 Organizational performance Customer satisfaction Insurance companies Motor industry Service quality Services marketing Customer satisfaction and service quality...

... 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...

... diverse subsegments. Organizational performance Corporate image Marketing strategy Services marketing What’s in a name! that which we call a rose By any other name would smell as sweet; So Romeo would, were he not Romeo call’d, Retain that dear perfection which he owes Without...

...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...

...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...