ORCID Profile
0000-0002-6150-5470
Current Organisation
Queensland University of Technology
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Publisher: SAGE Publications
Date: 07-06-2011
Abstract: The proposition underpinning this study is that 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 attention in the tourism literature relating to destination switching, loyalty, and customer relationship management (CRM) to test such a proposition. This article reports an investigation of visitor relationship marketing orientation among DMOs. A model of CRM orientation, which was developed from the wider marketing literature and a prior qualitative study, was used to develop a scale to operationalize DMO—visitor relationship orientation. Owing to a small s le, the partial least squares method of structural equation modeling was used to analyze the data. Although the s le limits the ability to generalize, the results indicate that the DMOs’ visitor orientation is generally responsive and reactive rather than proactive.
Publisher: Elsevier BV
Date: 03-2015
Publisher: Springer Science and Business Media LLC
Date: 10-2009
Publisher: Emerald
Date: 22-06-2010
DOI: 10.1108/09564231011050788
Abstract: 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. Survey data measuring IMO, market orientation and a range of constructs relevant to the nomological network in which they are embedded were collected from the UK retail managers. These were tested to establish their psychometric properties and the conceptual model was analysed using structural equations modelling, employing a partial least squares methodology. IMO has positive consequences for employees' market‐oriented and other IRB. These, in turn, influence marketing success. The paper provides empirical support for the long‐held assumption that internal and external marketing are related and that organisations should balance their external focus with some attention to employees. Future research could measure the attitudes and behaviours of managers, employees and customers directly and explore the relationships between them. Firm must ensure that they do not put the needs of their employees second to those of managers and shareholders managers must develop their listening skills and organisations must become more responsive to the needs of their employees. The paper contributes to the scarce body of empirical support for the role of internal marketing in services organisations. For researchers, this paper legitimises the study of internal marketing as a route to external market success for managers, the study provides quantifiable evidence that focusing on employees' wants and needs impacts their behaviours towards the market.
Publisher: Elsevier BV
Date: 11-2019
Publisher: Inderscience Publishers
Date: 2010
Publisher: Wiley
Date: 21-01-2015
DOI: 10.1002/9781118785317.WEOM090298
Abstract: Internal marketing aligns the efforts of employees with the wants and needs of the market. Internal market orientation conceptualizes the internal market as a facsimile of the external markets and uses marketing know‐how to enable and motivate employees to deliver satisfying customer experiences. Internal customer orientation views the internal market as a network of relationships and employs marketing knowledge to facilitate these relationships, building quality into the service delivery process. Both internal market orientation and internal customer orientation positively influence the experiences of customers. In addition to the cultural and operational challenges associated with the implementation of internal marketing, measures of its financial impact remain illusive. This has resulted in a relatively slow uptake within organizations.
Publisher: Informa UK Limited
Date: 04-2010
Publisher: Informa UK Limited
Date: 06-2007
Publisher: Elsevier BV
Date: 09-2013
Publisher: Informa UK Limited
Date: 12-2008
Publisher: SensePublishers
Date: 2012
Publisher: Springer Singapore
Date: 20-11-2014
Publisher: Springer Singapore
Date: 2014
Publisher: Oxford University Press (OUP)
Date: 20-02-2018
DOI: 10.1093/MNRAS/STY439
Publisher: Elsevier BV
Date: 07-2010
Publisher: Elsevier BV
Date: 04-2004
Publisher: Westburn Publishers
Date: 05-2005
Publisher: Informa UK Limited
Date: 03-2008
Publisher: Global Alliance of Marketing & Management Associations
Date: 2014
Publisher: Wiley
Date: 17-08-2012
Publisher: Inderscience Publishers
Date: 2010
Publisher: SAGE Publications
Date: 02-2005
Abstract: Internal marketing has been discussed in the management and academic literature for more than three decades, yet it remains ill defined and poorly operationalized. This article responds to calls to develop a single, clear understanding of the construct, to develop an instrument to measure it, and for empirical evidence of its impact. Existing conceptualization of internal marketing are explored, and a new, multidimensional construct, internal market orientation (IMO), is developed. IMO represents the adaptation of market orientation to the context of employer-employee exchanges in the internal market. The article describes the development of a measure of IMO in a retail services context. Five dimensions of IMO are identified and confirmed. These describe different managerial behaviors associated with internal marketing. The impact of IMO on important organizational factors is also explored. Results indicate positive consequences for customer satisfaction, relative competitive position, staff attitudes, staff retention and staff compliance.
Publisher: Elsevier BV
Date: 04-2004
Publisher: Informa UK Limited
Date: 05-1998
Publisher: Elsevier BV
Date: 04-2004
Publisher: Elsevier BV
Date: 06-2014
Publisher: Cambridge University Press (CUP)
Date: 05-2008
Abstract: We provide conceptual and empirical insights elucidating how organisational practices influence service staff attitudes and behaviours and how the latter set affects organisational performance drivers. Our analyses suggest that service organisations can enhance their performance by putting in place strategies and practices that strengthen the service-oriented behaviours of their employees and reduce their intentions to leave the organisation. Improved performance is accomplished through both the delivery of high quality services (enhancing organisational effectiveness) and the maintenance of front-line staff (increasing organisational efficiency). Specifically, service-oriented business strategies in the form of organisational-level service orientation and practices in the form of training directly influence the manifest service-oriented behaviours of staff. Training also indirectly affects the intention of front-line staff to leave the organisation it increases job satisfaction, which, in turn has an impact on affective commitment. Both affective and instrumental commitment were hypothesised to reduce the intentions of front-line staff to leave the organisation, however only affective commitment had a significant effect.
Publisher: Emerald
Date: 20-09-2013
Abstract: – This study aims to employ the Model of Goal-Directed Behaviour (MGB) to examine the consumer acceptance of technology-based self-service (TBSS) for a credence service instrumental to a social goal. Credence services are increasingly delivered via self-service technology and in social marketing, the achievement of social goals can be contingent on consumer acceptance of these services. However, little is known about the determinants of acceptance and extant marketing literature fails to account for emotional and goal influences which are likely to be important. – The authors interviewed 30 young adults with self-reported stress, anxiety or depression as potential users of a self-help mental health service delivered via mobile phone. The data were analysed deductively and inductively with the assistance of NVivo. – The findings generally support using the MGB to enhance understanding of consumers' acceptance of TBSS. The paper also found evidence of the importance of maintenance self-efficacy, the self-evaluation of the ability to continue using the service, and a previously ignored element of consumer level competition that arises between alternatives that achieve the same goal. – This study is the first to examine factors that influence consumers' acceptance of TBSS for credence services aimed at achieving a social goal. It builds on understanding of consumer decision making in social marketing, particularly the influence of self-efficacy and competition. It also contributes to attitudinal research by providing initial evidence for deepening and broadening the MGB in the context of TBSSs.
Publisher: Informa UK Limited
Date: 20-08-2008
Publisher: Informa UK Limited
Date: 02-2009
Publisher: Inderscience Publishers
Date: 2008
Publisher: Elsevier BV
Date: 02-2013
Publisher: Macrothink Institute, Inc.
Date: 16-04-2015
Publisher: Informa UK Limited
Date: 05-1999
Publisher: Informa UK Limited
Date: 18-08-2017
Publisher: Informa UK Limited
Date: 13-10-2017
Publisher: Elsevier BV
Date: 10-2014
Publisher: Elsevier BV
Date: 09-2014
Publisher: Elsevier BV
Date: 02-2008
Location: United Kingdom of Great Britain and Northern Ireland
Location: United Kingdom of Great Britain and Northern Ireland
No related grants have been discovered for Ian Lings.