haku: @indexterm Health / yhteensä: 491
viite: 134 / 491
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. |
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