29 research outputs found
Dynamic Capabilties and Organisational Performance
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) mediates the relationship between dynamic capabilities and organisational performance. Furthermore, marketing strategic orientation plays an important role in the development and deployment of dynamic capabilities and consequently affects organisational performance indirectly. This research area is relevant to both marketing managers and academics alike as environmental turbulence calls for control and adjustment of the organisational resource base in order to maintain or increase organisational performance
Relational Orientation versus Firm Orientation: Want versus Should
This paper provides insights into employee decision making when there is a conflict between doing what is best for the firm (firm orientation) and doing what is best for one s interpersonal relationship with an external stakeholder representative (relational orientation). We apply construal level theory (Liberman and Trope, 1998; Trope and Liberman, 2003) to propose a framework that explains the effects of psychological distance dimensions on an employee's choice to act either in the best interests of their interpersonal relationships (what they want to do), or their firm (what they should do)
The Effect of Innovation on Service Base Customer Club Performance: Empirical Insights
We present a conceptual model and preliminary empirical assessment drawing on data from samples of 8 service based customer clubs (airline, hotel chain, rental car company, mortgage broker club, travel agency cooperative, IT channel program, travel consultant club and a rural retailer) to examine how customer club innovation and social capital relates to customer club performance. This model assesses the effects of customer club innovation and three social capital theoretic constructs, which are proposed to influence club performance. Beyond the theoretic contribution, the findings of this preliminary study provide some managerial insights about how to enhance a service based customer club employing a social capital and an innovation perspectiv
Employee behaviour and relationship quality: Impact on customers
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 intentions, perceived switching costs and activism as the consequences is explored. Survey data from 728 travellers are used, employing structural equations modelling to test this conceptualisation. It is found that service orientation affects relationship satisfaction and trust, and that the latter influences satisfaction and commitment. In turn, satisfaction, trust and commitment have a positive impact on positive behavioural intentions, trust has a negative impact on activism, and commitment a positive one on perceived switching costs. The implications of this conceptual and empirical understanding of relationship quality are discussed and directions for future research presented