This study has important implications for marketing theory and practice. In an era of turbulent market environments, the organisational ability to sense and seize market opportunities and to reconfigure the resource base accordingly, has significant effects on performance. This paper uses a...

In many developed economies, changing demographics and economic conditions have given rise to increasingly competitive labour markets, where competition for good employees is strong. Consequently, strategic investments in attracting suitably qualified and skilled employees are recommended. One...

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 as an antecedent construct and consumers? positive behavioural...

The success ful management of frontli ne 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 of these frontline staff therefore play a fundamental part in this...

This paper examines the impact of service orientation (SO) on relationship quality, and its consequences for consumer behaviour in the travel industry. Specifically consumers' positive behavioural intentions, perceptions of switching costs, and consumer activism are examined as consequences of...

In his ‘Marketing Myopia’ Levitt (1960) argued against the product centred view of the firm and for the marketing view of the firm, suggesting that businesses must be viewed as customer satisfying processes. This view has endured for nearly forty years despite changes in the service...

This paper examines the effect of service orientation on a metaconstruct of relationship quality comprising of three dimensions; satisfac tion, trust and commitment, within the travel industry. The impact of these three dimensions on consumer behaviour is also explored, specifically consumer...

Self-service technology (SS1J enables consumers to complete services themselves using a technological interface. Studies of consumer satisfaction and commitment have typically focused on the impact of interpersonal interactions on consumer satisfaction and commitment; however, the impact of SST...

The proposition underpinning this study is engaging in meaningful dialogue with previous visitors represents an efficient and effective use of resources for a destination marketing organization (DMO), compared to above the line advertising in broadcast media. However there has been a lack of...

Purpose: The purpose of this empirical paper is to investigate internal marketing from a behavioural perspective. The impact of internal marketing behaviours, operationalised as an internal market orientation (IMO), on employees? marketing and other in-role behaviours (IRB) were examined....