search query: @indexterm Organizational culture / total: 432
reference: 170 / 432
Author: | Halliday, S. V. |
Title: | Barriers to customer-orientation: a case applied and explained |
Journal: | European Journal of Marketing
2002 : VOL. 36:1-2, p. 136-158 |
Index terms: | HEALTH SERVICE MARKETING CUSTOMERS ORGANIZATION ORGANIZATIONAL CULTURE VALUATION |
Language: | eng |
Abstract: | The author of the article illustrates that a crucial dimension to any strategy to deliver customer-orientation is that of the organisation's cultural dynamics. If these ar ignored, implementation may well fail. Within the marketing discipline this issue is, however, usually only touched upon. Reports on a grounded study of the implementation of a customer-oriented policy at the customer interface. Nineteen pregnant women and 32 midwives were observed and questioned during a longitudinal study of perceptions of service quality in maternity care. A dynamic, explanatory model of organisational cultural issues is here used to analyse part of this empirical study. In conclusion, proposals are made both for management action and for future research. |
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