Enacting customers-Marketing discourse and organizational practice

Scandinavian Journal of Management

Volumn 27, Issue 2, 2011, Pages 231-242

  Fellesson, Markus ^a  

^a KARLSTAD UNIVERSITY   (Sweden)

Author keywords

Customer orientation; Marketing discourse; Marketing practice; Power knowledge; Public housing; Public transport

Indexed keywords

EID: 79955958554     PISSN: 09565221     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.scaman.2011.03.002     Document Type: Article

References (91)

1. Aberbach J., Christensen T. Citizens and consumers. Public Management Review 2005, 7(2):225-246.
2. Alexandersson G. The accidental deregulation 2010, Stockholm school of economics, Stockholm.
3. Alvesson M., Kärreman D. Varieties of discourse: On the study of organizations through discourse analysis. Human Relations 2000, 53(9):1125-1149.
4. Alvesson M., Willmott H. Making sense of management: A critical introduction 1996, Sage, London.
5. Bagozzi R.P. Marketing as exchange. Journal of Marketing 1975, 39(4):32-39.
6. Bell D. The cultural contradictions of capitalism 1976, Heineman, London.
7. Berry L.L., Parasuraman A. Marketing service: Competing through quality 1991, The Free Press, New York.
8. Bitner M.J., Faranda W.R., Hubbart A.R., Zeithaml V.A. Customer contributions and roles in service delivery. International Journal of Service Industry Management 1997, 8(3):193-205.
9. Borelius, Wennerström A new Gårdsten: A case study of a Swedish Municipal Housing Company. Journal of Housing Policy 2009, 9(2):223-239.
10. Brownlie D., Hewer P. Concerning marketing critterati: Beyond nuance, estrangement and elitism. Critical marketing: Defining the field 2007, 44-68. Butterworth-Heinemann, Oxford. M. Saren, P. Maclaran, C. Goulding, R. Elliot, A. Shankar, M. Catterall (Eds.).
11. Brownlie D., Saren M., Wensley R., Whittington R. Marketing disequilibrium: On redress and restoration. Rethinking marketing: Towards critical marketing accountings 1999, 1-22. Sage, London. D. Brownlie, M. Saren, R. Wensley, R. Whittington (Eds.).
12. Brunsson N., Sahlin-Andersson K. Constructing organizations 1997, Score, Stockholm.
13. Callon M. The embeddedness of economic markets in economics. The laws of the markets 1998, 1-57. Blackwell Publ., Oxford. M. Callon (Ed.).
14. Clark W.A.V., Dieleman F.W. Housholds and housing: Choices and outcomes in the housing market 1996, Center for Urban Policy Research, New Brunswick.
15. Cochoy F. Another discipline for the market: Marketing as a performative knowledge and know-how for capitalism. The laws of the markets 1998, 194-221. Blackwell Publ., Oxford. M. Callon (Ed.).
16. Czarniawska B., Joerges B. Travel of ideas. Translating organizational change 1996, 13-48. de Gruyter, Berlin. B. Czarniawska, G. Sevón (Eds.).
17. Dean M. Governmentality: Power and rule in modern society 1999, Sage, London.
18. Deleuze G. Postscript of the societies of control 1992, 59(October (6)):3-7.
19. Deming D.W. Out of the crisis 1986, MIT Press, Cambridge.
20. Deshpande R., Webster F.E. Organizational culture and marketing: Defining the research agenda. Journal of Marketing 1989, 53(1):3-15.
21. Douglas M. How institutions think 1986, Syracuse University Press, Syracuse.
22. Drucker P. Managing for results 1964, Harper & Row, New York.
23. Du Gay P. Enterprise culture and the ideology of excellence. New Formations 1991, 13(1):45-61.
24. Du Gay P. " Against Enterprise" (But not against " enterprise" , for that would make no sense). Organization 2004, 11(1):37-57.
25. Du Gay P., Salaman G. The cult[ure] of the customer. Journal of Management Studies 1992, 29(5):615-633.
26. Fairclough N. Discourse and social change 1992, Polity Press, Cambridge.
27. Fellesson, M. (2001). Den allmännyttiga kunden .Nya organiseringsmönster i kommunala bostadsföretag. (Diss) Gothenburg School of Economics and Commercial Law, Göteborg University.
28. Fellesson, M. (2003). Customers in the Neighborhood. The Making of a Market for Public Housing. Paper presented at the 19th EGOS Colloquium: Organization Analysis Informing Social and Global Development. Copenhagen, July 3-5.
29. Foucault M. Discipline & punish 1977, Penguin, London.
30. Foucault M. The will to knowledge: The history of sexuality 1981, 1. Penguin, London.
31. Foucault M. The politics of truth 1997, Semiotext(e), New York.
32. Foucault M. The history of madness 2006, Routledge, London.
33. Fuller L., Smith V. Consumer reports: Managing by consumers in a changing economy. Work, Employment and Society 1991, 5(1):1-16.
34. Gabriel Y., Lang T. The unmanageable consumer: Contemporary consumption and its fragmentation 1995, Sage, London.
35. Greenwood R., Hinings C.R. Understanding radical organizational change: Bringing together the old and the new institutionalism. Academy of Management Review 1996, 21(4):1022-1054.
36. Grönroos C. Service management and marketing: Customer management in service competition 2007, Wiley, Chichester.
37. Hackley C. " We are all customers now." rhetorical strategy and ideological control in marketing management texts'. Journal Management Studies 2003, 40(5):1326-1352.
38. Hardy C., Palmer I., Nelson P. Discourse as a strategic resource. Human Relations 2000, 53(9):1227-1248.
39. Hartley J. Case study research. Essential guide to qualitative methods in organizational research 2004, 323-333. Sage, London. C. Cassell, G. Symon (Eds.).
40. Hasselbladh H., Bejerot E. Webs of knowledge and circuits of communication: Constructing and rationalized agency in Swedish Health Care. Organization 2007, 14(2):175-200.
41. Hasselbladh H., Kallinikos J. The project of rationalization: A critique and re-appraisal of neo-institutionalism in organization studies. Organization Studies 2000, 20(4):697-720.
42. Hook D. Discourse, knowledge, materiality, history, Foucault and discourse analysis. Theory & Psychology 2001, 11(4):521-547.
43. Howard J.H., Seth J.N. The theory of buying behavior 1969, John Wiley & sons, New York.
44. Hunt S.D., Lambe C.J. Marketing's contribution to business strategy: Market orientation, relationship marketing, and resource-advantage theory. International Journal of Management Reviews 2000, 2(1):17-44.
45. Hunt S.D., Morgan R.E. The comparative advantage theory of competition. Journal of Marketing 1995, 59(2):1-15.
46. John J. Fundamentals of customer-focused management 2003, Praeger, Westport.
47. Kellerman A. Personal mobilities 2006, Routledge, London.
48. Kjellberg H., Helgesson C.-F. Onte the nature of markets and their practices. Marketing Theory 2007, 7(2):137-162.
49. Knorr Cetina K. Sociality with objects: Social relations in postsocial knowledge societies. Theory, Culture & Society 1997, 14(4):1-30.
50. Knorr Cetina K. Epistemic cultures: How the sciences make knowledge 1999, Harvard University Press, Cambridge.
51. Kohli A., Jaworski B. Market orientation: The construct, research propositions, and managerial implications. Journal of Marketing 1990, 54(1):1-18.
52. Korczynski M, Ott U. When production and consumption meet: Cultural contradictions and the enchanting myth of customer sovereignty. Journal of Management studies 2004, 41(4):575-599.
53. Laclau E., Mouffe C. Hegemony and socialist strategy: Towards a radical democratic politics 1985, Verso, New York. 2nd ed.
54. Laine P.M., Vaara E. Struggling over subjectivity: A discursive analysis of strategic development in an engineering group. Human Relations 2007, 60(1):29-58.
55. Latour B. The powers of association. Power, action and belief: A new sociology of power? 1986, 264-280. Routledge, London. J.W. Law (Ed.).
56. Latour B. Technology is society made durable. A sociology of monsters 1991, 103-132. Routledge, London. J. Law (Ed.).
57. Latour, B. (1993) Messenger talks, Working Paper No. 9. Lund: The Institute of Economic Research.
58. Lengnick-Hall C. Customer contributions to quality: A different view on the customer oriented firm. Academy of Management Review 1996, 21(3):791-824.
59. Levitt T. Marketing myopia. Harvard Business Review 1960, 38(4):45-56.
60. Marion Research note: Marketing ideology and criticism: Legitimacy and legitimization. Marketing Theory 2006, 6(2):245-262.
61. Morgan G. Marketing discourse and practice: Towards a critical analysis. Critical management studies 1992, Sage, London. M. Alvesson, H. Willmott (Eds.).
62. Morgan G. Marketing and critique: Prospects and problems. Studying management critically 2003, Sage, London. M. Alvesson, H. Willmott (Eds.).
63. Morgan R.E., Hunt S.D. The commitment-trust theory of relationship marketing. Journal of Marketing 1994, 58(3):20-38.
64. Narver J.C., Slater S.F. The effect of a market orientation on business profitability. Journal of Marketing 1990, 54(4):20-35.
65. Oakland J. Total quality management 1989, Butterworth-Heinemann, Oxford.
66. Osborne D., Gaebler T. Reinventing government: How the entrepreneurial spirit is transforming the public sector 1992, Addison-Wesley, Reading.
67. Peccei R., Rosenthal P. Front-line responses to customer orientation programmes: A theoretical and empirical analysis. International Journal of Human Resource Management 2000, 11(3):562-590.
68. Ramberg K. Allmännyttan: Välfärdsbygge 1850-2000 2000, Byggförlaget, Stockholm.
69. Rose N. Inventing ourselves: Psychology, power and personhood 1996, Cambridge University Press, Cambridge.
70. Rose N. Powers of freedom: Reframing political thought 1999, Cambridge University Press, Cambridge.
71. Rosenthal P. Management control as an employee resource: The case of front-line service workers. Journal of Management Studies 2004, 41(4):601-622.
72. Rosenthal P., Peccei R. The work you want, the help you need: Constructing the customer in Jobcente plus. Organization 2007, 14(2):201-223.
73. Rosenthal P., Peccei R., Hill S. Academic discourse of the customer: 'sovereign beings', 'management accomplices' or 'people like us'?. Customer service: Empowerment and entrapment 2001, Palgrave, London. A. Sturdy, I. Grugulis, H. Willmott (Eds.).
74. Schneider B., Bowen D.E. Winning the service game 1995, Harvard Business School Press, Boston.
75. Seth J.N., Newman B.I., Gross B.L. Why we buy what we buy. A theory of consumption values. Journal of Business Research 1991, 22(2):159-170.
76. Shapiro B.P. What the hell is market orientation?. Harvard Business Review 1988, 66(6):119-125.
77. Skålen P., Fougérè M. Be(com)ing normal-not excellent: Service management, the gap-model and disciplinary power. Journal of Organizational Change Management 2007, 20(1):109-125.
78. Skålén P., Fougérè M., Fellesson M. Marketing discourse: A critical perspective 2008, Routledge, London.
79. Slater S.F., Naver J.C. Customer-led and market-oriented: Let's not confuse the two. Strategic Management Journal 1998, 19(10):1001-1006.
80. Sturdy A. Training in service-importing and imparting customer service culture as an interactive process. International Journal of Human Resource Management 2000, 11(6):1082-1103.
81. Tognoli J. Residential environments. Handbook of envrionmental psychology 1987, 1:655-690. John Wiley, New York.
82. Townley B. Reframing human resource management: Power, ethics and the subject at work 1994, Sage, London.
83. Vargo S.L., Lusch R.F. Evolving to a new dominant logic for marketing. Journal of Marketing 2004, 68(1):1-17.
84. Vargo S.L., Maglio P.P., Akaka M.A. On value and value co-creation: A service systems and service logic perspective. European Journal of Marketing 2008, 26(3):145-152.
85. Vilhelmson B. Daily mobility and the use of time for different activities. The case of Sweden. Geojournal 1999, 48(3):177-185.
86. Webster F.E. Market driven management 1994, Wiley, New York.
87. Webster F.E. Marketing is management: The wisdom of Peter Drucker. Journal of the Academy of Marketing Science 2009, 37(1):20-27.
88. White P. Public transport: Its planning, management and operation 2008, Routledge, London.
89. X2 A business model for the doubling of public transport. Summary in English 2010, Swedish Public Transport Association, Stockholm.
90. Yin R.K. The case study crisis: Some answers. Administrative Science Quarterly 1981, 26(1):58-66.
91. Yin R.K. Case study research: Design and methods 1994, Sage, Thousand Oaks.