Modelling Market Orientation: An Application in the Education Sector

This paper defines market orientation following a critique of existing literature. It then operationalises this definition via a model containing three behavioural elements (customer orientation, employee orientation, and organisational co-ordination) linked to a long term survival requirement.

The model is tested in the context of the development of market orientation in the further education sector (in which professional - rather than commercial - values have tended to dominate). This sector is characterised by dynamic change in both its social/demographic and economic circumstances as well as the impact of government policy initiatives - especially the Education Reform Act of 1988 and Local Management of Colleges.

The empirical focus of the paper is on three large FE Colleges in the English Midlands. It provides evidence to support the operationalisation of the definition of market orientation in the context of the management of change.     

Ethical positioning and political marketing: the ethical awareness and concerns of UK voters

There is clear evidence of increased voter awareness and concern for environmental and other ethical issues, leading many organisations to reappraise and communicate more effectively their ethical credentials. The manifestos of the three main political parties in the UK show clear differences in their positioning on ethical issues.

Following a qualitative investigation using in-depth discussions and ZMET, a questionnaire was developed and administered to a representative UK sample of 1,000 consumers. This included a measure of awareness, concern and action on 16 ethical issues, the scale developed from the Stages of Change concept within the transtheoretical model.

Using principal components analysis, ANOVA and chi-squared analysis, differences are identified in the ethical positions of voter groups affiliated with the three main parties. These differences are not consistent between different sets of issues, suggesting further scope for ethical targeting and positioning by political marketers.     

The Contribution of Ethical Obligation and Self-identity to the Theory of Planned Behaviour: An Exploration of Ethical Consumers

Whilst the Theory of Reasoned Action (TRA) has generated much research interest, many market researchers are divided over the addition of further constructs to the model. The TRA and its many modifications have been applied in numerous behavioural contexts, however, research to-date has neglected an emerging group of "ethical" consumers. This paper outlines results from a recent survey of over 1400 UK consumers that applied the TRA to this complex area of decision making. Using readers to the Ethical Consumer magazine, the study addresses issues involving proposed model modifications - specifically, by the addition of control, ethical obligation and self-identify. Management implications of the findings are discussed, including the importance of understanding consumers' self-identification with ethical issues in marketing communications programmes; and the underlying potential importance of ethical issues to mainstream consumer groups. Finally, the need to develop conceptually as well as practically robust techniques by using Structural Equation Modelling, which represents the next stage in this research, is outlined.     

Maximising performance gains from cooperative marketing: understanding the role of environmental contexts

Understanding the situational relevance of strategy is vital given that strategies have varying utilities under different environmental settings which result in performance variations. Research remains silent regarding the situational relevance of cooperative marketing strategy implementation whereby performance outcomes are maximised. Through quantitative survey results, we explore the relationship between cooperative marketing and performance outcomes across varying environmental contexts (internal and external environments). While past studies acknowledge the importance of an open systems' perspective and the influence of the environment on strategic outcomes, they fall prey to key shortcomings such as a reductionist perspective and inadequate measurement. We provide an insight into the environment-strategy-performance relationship by using a holistic environmental approach and detailing the environments conducive to co-marketing strategy implementation. Managerial implications and future directions for research are also provided in the paper.     

Marketing as Cooking: The Return of the Sophists

This literature-based paper is concerned with the range of marketing in general and the world of marketing practice in particular. It notes the ahistorical nature of much reflection on marketing, shifts to the characteristics of modern marketing management and then turns to the Ancients. The emergence and subsequent ebb and flow of rhetoric are covered briefly and then the case is argued that rhetoric should be a core concept for understanding and enhancing marketing practice. The location of rhetoric in the critical literature is acknowledged but the primary knowledge claim is that rhetoric as a framing device and as an instrument for managerial action is central to a full appreciation of marketing reality.     

The meaning of commitment in professional service relationships: a study of the meaning of commitment used by lawyers and their clients

Several authors have identified the importance of commitment in successful business relationships. However, few studies have considered the meaning of commitment, especially within the context of customer-supplier relationships.

Most studies of commitment within the marketing literature use existing conceptualisations developed within the psychology and organisational behaviour literatures. The purpose of this paper is to explore the meaning of commitment in a customer-supplier relationship context, and to compare this with traditional conceptualisation of commitment.

This study investigates the meaning of commitment used by both lawyers and their clients, within the context of their relationship. The findings show that the meaning of commitment used in professional relationships may be more complex than its traditional conceptualisation and should be extended to include at least three additional components including: 'partnership commitment', 'impression management commitment' and 'personal commitment'. It is argued that it is inappropriate to 'borrow' the conceptualisation of the construct of commitment from other disciplines, without considering the market-based context in which it is used. Implications for professional service relationships include that professionals and clients would benefit from sharing a similar meaning of commitment and this meaning may be influenced by the culture, systems and processes of their organisation.     

Internal marketing as a change management tool: A case study in re-branding

This article examines the rational, power and political considerations of internal marketing (IM) when implementing a change management initiative, such as re-branding. Based on the findings of a qualitative case study of a Canadian university and the views of multiple stakeholder groups, additional considerations have been identified that relate to the transformation or ‘control’ stage of change. Particularly, tactics have been presented that are believed to facilitate the transition or re-branding process. This research provides important perspective on the role of IM in the context of organizational behavior. Using a grounded theory research method, an adapted model is proposed that comprises elements of internal marketing as well as change management.     

Impact of marketing activities on relationship quality in the Malaysian banking sector

The current study investigates the impact of marketing activities on relationship quality in the Malaysian banking sector. Analysis of survey results show that greater client and employees' relational orientation yields higher relationship quality and results in better relationship continuity. Results also show that committed client relationships lead to client satisfaction, loyalty, positive word of mouth and promotion However, mutual disclosure was found to have no significant relationship with relationship quality.This may indicate that bank customers in Malaysia do not feel that having close relationships with the bank will have any positive impact on relationship quality. This particular finding may serve as a warning signal to practitioners and scholars alike that thorough research must be carried out on the use of relationship marketing prior to implementation.     

Remuneration Policies in the Marketing Area: Behavioural vs. Performance Measures

This paper analyses the design of control systems and compensation plans in the marketing area of the firm, using the framework proposed by agency theory. Recent research suggests the need to focus the research agenda on compensation policies in particular functional areas and jobs. Following this recommendation, our purpose is to isolate the marketing and sales area in order to concentrate our attention on the specificity of its compensation policies. The central idea is that, in a context where it is easy to supervise workers' or managers' effort, remuneration will be based on employee behaviour and will take the form of a fixed salary. However, if the effort is difficult to control, the firm will establish a compensation system based on the result obtained by the agent.

Our results show that the probability of receiving a variable salary decreases with the size of the firm (because of the scale economies associated with the control process) and job tenure (the asymmetry of information is reduced). However, it increases with the complexity of the task and the foreign ownership of the firm (which makes supervision more difficult). The results also confirm some differences in the remuneration systems adopted in the marketing and sales area, as well as between small and large firms.     

Fear,Negative Campaigning and Loathing: The Case of the UK Election Campaign

Fear has for some time been used in marketing communications particularly in social and health marketing. This paper explores how fear was used in the General Election Campaign and uses Aristotle's concept of rhetoric as a basis for understanding how messages are conveyed to the electorate. It argues that fear appeals are resonant with one particular type of voter but alienates other segments.     

(Mis)trust in marketing: a reflection on consumers' attitudes and perceptions

Consumers are at the focal point of marketers' attention. However, while extensive research is devoted to understanding consumers' motivations, attitudes and behaviour, surprisingly little attention is given to the consumers' views of marketing itself. This paper explores consumers' attitudes towards marketing and their perceptions of it, reflecting critically upon their views. Since much criticism of marketing focuses on its role in promoting consumption, we also consider perceptions of current levels of consumption and the extent to which marketing is held responsible for them. Based on 29 in-depth interviews we find evidence suggesting the prevalence of negative attitudes towards marketing, especially associated with deceptive or dishonest campaigns, although marketing's informative role is acknowledged. Importantly, findings reveal a limited understanding of the discipline, suggesting a gap between the concept of marketing and consumers' perceptions of it. This paper sends marketers important messages from consumers and offers grounds for further debate.     

Chinese relationship management: a qualitative study of banking in New Zealand

This study investigates the relational factors and motivations of Chinese migrant consumers towards financial service providers in New Zealand. Using convergent interviews, a deeper understanding is developed of immigrants’ relational behaviour with service providers. These relationships with service providers are significantly influenced by traditional Chinese values and guanxi and relational embeddedness plays an important role in how they are developed. The research contributes a better understanding of the interplay between Eastern and Western cultures in service relationships among immigrant groups. A general theory of the Chinese perspective of customer relationship management is developed. The implications for how marketing practitioners manage their relationships with migrant customers are explored.     

Interpreting discourse: a critical discourse analysis of the marketing of an extreme right party

Viewing marketing as an ideological discourse that places consumption in a central position in people's lives provides further insights into the construction of political marketing discourse. Politicians and political parties now follow the 'logic of the market' in their attempts to connect with voters. Critical discourse analysis can be used in general to study the nature of political marketing discourse and specifically to document the web of identities and power relations that this discourse reproduces. To illustrate this application of theory we examine the marketing of the Vlaams Blok, a successful Flemish extreme-right party. The Vlaams Blok provides a good example of how the adoption of a marketing approach is used in politics, especially in the way a political party communicates to a wide audience using market logic. The analysis echoes approaches used by advertising and marketing communications scholars and highlights the strategic use of lexical, rhetorical and other linguistic devices to brand, sell and differentiate the Vlaams Blok from other political products. The analysis demonstrates that the Vlaams Blok creates a ready-to-consume product that achieves success at the electoral 'checkout'. We set the stage for marketing scholars to help both further understand how marketing methods are deployed with increasing sophistication outside the traditional domain of marketing, and to consider the consequences of a marketing discourse in the civic sphere.     

Entrepreneurial Marketing in the Public Sector: The Lessons of Headteachers as Entrepreneurs

This article argues that headteachers of primary schools have been at the forefront of the marketing/entrepreneurship interface since attempts to introduce competitive market forces into the maintained education system. It examines primary school headteachers' marketing strategies and compares them to those of owner managers of small firms. Case studies of ten schools illustrative of a variety of provision and market conditions provided the empirical data over a five year period. The headteachers shared many of the marketing problems of owner-managers of small firms. Headteachers found that the most effective marketing strategies consisted of: i) marketing to improve relationships with existing parents, staff and governors as an essential precursor to any external marketing effort; ii) parental involvement in the school which improved the likelihood of word of mouth recommendations; and iii) influencing such recommendations by marketing to improve parental and other involvement in the school. As word of mouth is also the most important source of new business for small firms, there are opportunities for lessons from the public to the private sector.     

Complexity in history: modelling the organisational demography of the British banking sector

Using a new historical data set on the ‘population’ of British Banks for the last 200 years, we consider why, since its peak of approximately 1100 banks 1810, the population of British banks has declined to its present day population of less that 100. We hypothesise that amalgamation became an advantageous way for banks to expand, and use an agent-based simulation to test this hypothesis against the baking data. We are unable to falsify the hypothesis and show that the simulation reproduces many aspects of the real data with the minimum of assumptions.     

Sources of TFP growth in the Malaysian Islamic banking sector

This paper attempts to empirically analyse productivity changes of the Malaysian Islamic banking sector during the period of 2001–2004 by applying the non-parametric Malmquist productivity index method. During the period of study, the empirical findings suggest that the Malaysian Islamic banking sector has exhibited productivity progress during the earlier years before declining during the latter years. The results suggest that foreign banks have exhibited higher productivity levels compared with their domestic counterparts during the earlier years, while the domestic banks’ productivity levels were relatively higher compared with the foreign banks during the latter years.     

Competition in the banking sector: New evidence from a panel of emerging market economies and the financial crisis

This paper assesses competition across the banking systems in emerging market economies. The analysis employs the Panzar and Rosse (1987) methodology, spanning the period 2000–2012. The analysis emphasises the impact of the recent financial crisis on the extent of competition in these banking systems. The empirical findings are robust and consistent with those of previous studies, providing sufficient evidence in favour of monopolistic competition across all countries under investigation. The level of competition in these banking sectors seems to have undergone a significant decline after the recent financial crisis. This finding receives robust support from an alternative methodological approach.     

Integrating internal customer orientation,internal service quality,and customer orientation in the banking sector: an empirical study

The purpose of this paper is to examine the interrelationships between internal customer orientation (ICO), internal service quality (ISQ), and customer orientation (CO) to develop and test a conceptual model of the antecedents of CO in the banking sector. The conceptual framework consists of the following constructs: ICO, interdepartmental conflict, interdepartmental connectedness, ISQ, job satisfaction, empowerment, and CO. Moreover, 10 hypotheses were developed and tested using a sample of 202 banks. Reliability analysis and confirmatory factor analysis have been used to test the validity of the constructs, while the structural equation modelling has been used in hypotheses testing. The strength of the relationship between the constructs indicates that features of the suggested CO model including interdepartmental connectedness, interdepartmental conflict, job satisfaction, and empowerment are crucial to achieving business performance and CO. The results which emerged from our hypothesised model were found to support that ICO leads to ISQ and in turn CO. In particular, all variables show strong support for our hypothesised model, however, interdepartmental conflict was found to be a negative indicator. Findings suggest that the CO model can be deployed as a means of enhancing organisational behaviour to improve business performance.     

Grey Power,School Gate Mums and the Youth Vote: Age as a Key Factor in Voter Segmentation and Engagement in the 2005 UK General Election.

This paper seeks to examine attempts by the main political parties in the UK general election of 2005 to segment the electorate according to their age and position within the life cycle. Particular attention is given to product adjustments and the party campaigns for the votes of older people, the "grey vote", as the political market shifts profoundly driven both by demographics, the ageing of the population, as well as by electoral behaviour, the declining participation of younger voters. Consideration is also given to segmentation of voters in the first age, the "youth vote", and the second age, "Generation Jones" and "school gate mums". The paper moves on to discuss age and segmentation in the context of elections remaining essentially mass communications campaigns, and the responses within civil society to the apparent power allocated to sub-groups identified as priority targets.     

Development pressure and retail planning: a study of 20-year change in Cardiff,UK

This article describes and explains changes in the retail landscape of a major British city over the last 20 years. It thus serves to continue the survey of change initiated in 1989 with a comparative analysis of the retail structures of Cardiff (UK) and Charlotte (USA). The changes reviewed in the present study are shown to exemplify broad trends in UK retailing, as well as the growing influences of town planning and urban regeneration policies.