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 three contextual drivers of relationship effectiveness between Marketing Managers and Sales Managers. Specifically, how the power of the Sales unit, the manifest influence of the Sales Manager, and the level of interdependence between these managers influences conflict, and...

This paper examines how difficulty in evaluation affects the role of features in consumer choice. Hsee?s (1996) work on evaluability of attributes suggests that hard-to-evaluate features become more (less) important in joint (separate) evaluation tasks where other feature levels are (not)...

The impact of service direction, service training and staff behaviours on perceptions ofservice delivery are examined. The impact of managerial behaviour in the form of internalmarket orientation (IMO) on the attitudes of frontline staff towards the firm and itsconsequent influence on their...

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 successful management of frontline staff is important for service organisations ascustomers often make evaluative judgements of the service encounter through interactionswith these staff. The behaviour and attitude of these frontline staff therefore playafundamental part in this evaluation....

Internal marketing has been discussed in the managementand academic literature for more than three decades, yet itremains ill defined and poorly operationalised. This articleresponds to calls to develop a single, clear understandingof the construct, to develop an instrument to measureit and for...

The impact of a person's level of materialism on their consumption behaviour has often beenexamined at the cultural level. Literature suggests that the materialism defining one's culturedetermines one's behaviour in purchasing products on the basis of their materialisticassociations as reflected...

Data from a cross-industry sample suggest that innovation in marketing partnershipsis driven by a 'chain of innovation' comprising partnership creativity, partnershiplearning and partnership knowledge stock. This chain, in turn, is influenced byfactors related to individuals and group dynamics...

We advance a conceptual model that describes the mental mathematicsby which customers compute their level of service satisfaction, incorporating threeconstructs: expected service consequences, perceived service consequencesand perceived service value. The model integrates prospect theory,...