Until recently stakeholder communication has tended to be mostly unidirectional and simple. However, the advent of the Internet has brought unprecedented change. Stakeholder communication is no longer unidirectional, and as stakeholders increasingly communicate with each other this communication...

Reports that the increased calls for transparency and accountability in government organizations underscores the need for a market orientation even among government departments. Considers the degree of market orientation and its effect on the organizational commitment in government departments...

Amid rapid changes in the tertiary education sector witnessed in recent years, issues such as performance and accountability are becoming increasingly important. Among other things, market orientation has often been linked to performance. Investigates the degree of market orientation and its...

Internal marketing (IM) focuses on acquiring and retaining customer‐oriented employees. Critics of internal marketing claim that the term is simply a synonym for good human resources management. The concepts of internal marketing and human resource effectiveness (HRE), at both a strategic and...

Purpose – To discuss the importance of the relationship between service providers' positive affective displays, the value of a “real” smile within the consumers' perception of authentic service delivery and how these relate to satisfaction and future intentions. Design/methodology/approach...

Anomia describes the individual’s lack of integration in social life. The construct has been linked to various types of activities and concepts but no research appears to have been undertaken linking it to deviant behaviour inmarketing. In this preliminary study the literature on anomia and...

The importance of corporate reputation is widely acknowledged in both contemporary and academic business writings. While reputation is a difficult concept to measure, managers frequently assume a positive relationship between business performance and corporate reputation. The literature avers...

Organisational culture is largely the result of the interaction between the people of an organisation over time and communication plays a major role in such intra‐organisational interaction. The prevailing organisational culture will reciprocally determine the communication of the...

The Internet is playing an increasingly important role in the marketing activities of organisations across a wide range of industries. While the opportunities afforded by this phenomenon seem readily apparent, there is still much debate and speculation on exactly what impact it will have on...