haku: @indexterm Service marketing / yhteensä: 230
viite: 25 / 230
| Tekijä: | Halliday, S. V. |
| Otsikko: | Barriers to customer-orientation: a case applied and explained |
| Lehti: | European Journal of Marketing
2002 : VOL. 36:1-2, p. 136-158 |
| Asiasana: | HEALTH SERVICE MARKETING CUSTOMERS ORGANIZATION ORGANIZATIONAL CULTURE VALUATION |
| Kieli: | eng |
| Tiivistelmä: | 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. |
SCIMA