This paper presents a conceptual framework for the dynamic capabilities – organisational performance relationship. It implies that the organisational resource-base (e.g. marketing and research and development capabilities) ...

We present a conceptual model and preliminary empirical assessment drawing on data from samples of 6 service based customer clubs (airline, hotel chain, car rental company, travel agency group, IT channel program and ...

This paper presents a conceptual framework for employee-based brand equity. It implies that the effectiveness of a brand signal to employees is dependent on its consistency, its clarity, its credibility, and the associated ...

This paper examines relationship quality as a multidimensional metaconstruct comprising three dimensions; satisfaction, trust and commitment. The role of relationship quality in its nomological network with service orientation ...

The successful management of frontline staff is important for service organisations as customers often make evaluative judgements of the service encounter through interactions with these staff. The behaviour and attitude ...

Explicit communications, in the form of service direction and service training, have a significance impact on service delivery. Implicit communications, in the form of internal market orientation (IMO), also have significant ...

The relationship between internal market orientation (lMO), market orientation (MO), and firm performance is examined using structural equations modelling. UK retail managers were surveyed to provide subjective data on ...

Personal ties may develop between boundary spanners as a result of their position as firm representatives, and are often actively encouraged to facilitate the successful management of interorganisational relationships. ...

We present a conceptual model and preliminary empirical assessment drawing on data from a sample of 117 members of a mortgage brokerage customer club to examine how market orientation and social capital relates to customer ...