Internal marketing as an agent of change – implennenting a new human resource information system for Malaysian airlines

Journal of General Management

Volumn 36, Issue 1, 2010, Pages 21-42

  Vrontis, Demetris ^a   Thrassou, Alkis ^a   Zin, Razali Mat ^b  

^a UNIVERSITY OF NICOSIA   (Cyprus)

^b KING FAHD UNIVERSITY OF PETROLEUM AND MINERALS   (Saudi Arabia)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84874745275     PISSN: 03063070     EISSN: 17596106     Source Type: Journal    
DOI: 10.1177/030630701003600102     Document Type: Article

References (52)

1. Armenakis, A. A. and Bedeian, A. F. (1999), ‘Organisational change: A review of theory and research in the 1990s’, Journal of Management, Vol. 25, No. 3, pp. 293-315.
2. Bandura, A. (1982), ‘Self-efficacy mechanism in human agency’, American Psychologist, Vol. 37, 122-147.
3. Beer, M., Eisenstat, R. A. and Spector, B. (1990), "Why change programs don’t produce change’. Harvard Business Review, Vol. 68, No. 6, pp. 158-166.
4. Bekkers, M. and Van Hasstrecht, R. (1993), ‘The foundations of IM’, 22nd EMAC Conference Proceedings, Vol. 1, pp. 140-164.
5. Berry, L. L and Parasuraman, A. (1992), ‘Prescriptions for a service quality reVol.ution in America’, Organisational Dynamics, Vol. 20, No. 4, pp. 5-15.
6. Berry, L. L. (1999), Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success, New York: Free Press.
7. Bohlander, G. and Snell, S. (2007), Managing human resources, 14th Edition, Boston: Thomson South Western.
8. Bommer, W. H., Rich, G. A. and Rubin, R. S. (2005), ‘Changing attitudes about change: Longitudinal effects of transformational leader behaviour on employee cynicism about organisational change’. Journal of Organisational Behaviour, Vol. 26, No. 3, pp. 733-353.
9. Bridges, W. (1991), Managing transitions: Making the best of change, Reading, MA: Addison-Wesley Publishing Company, Inc.
10. Bridges, W. (2003), Managing transitions: Making the best of change, 2nd Edition, Cambridge, MA: Perseus Publishing.
11. Broner, C. (2003), ‘Cynicism about organisational change: Disposition or leadership’s creation? The reactions of K-12 educators undergoing change’. Unpublished doctoral dissertation, Waiden University, Minnesota.
12. Coch, L. and French R. P. Jr. (1948), ’Overcoming resistance to change’. Human Relations, No. 1, pp. 512-532.
13. Connell, J. and Waring, P. (2002), ‘The BOHICA syndrome: A symptom of cynicism towards change initiatives?’. The Journal of Strategic Change, Vol. 11, pp. 347-356.
14. Doyle, P. (1998) Marketing Management and Strategy, Hemel Hempstead: Prentice Hall.
15. Elias, M. S. (2009), ‘Employee Commitment in times of change: Assessing the importance of attitudes toward organisational change’. Journal of Management, Vol. 35, Issue 1, p. 37.
16. Furnham, A. and Miller, T. (1997), ‘Personality, absenteeism and productivity’. Personality and Individual Differences, Vol. 23, 705-707.
17. George, J. M. and Brief, A. P. (1992), ‘Feeling good -Doing good: A conceptual analysis of the mood at work Organisational spontaneity relationship’. Psychological Bulletin, Vol. 112, No. 2, pp. 310-329.
18. George, W. R. and Gronroos, C. (1989), ‘Developing customer-conscious employees at every level-IM’, in: Congram, C. A. and Friedman, M. L. Handbook of Service Marketing, New York, NY: AMACOM.
19. Gronroos, C. (1981a), ‘IM an integral part of marketing theory’ in: Donnelly,). H. and George, W. R. (Ed), ‘Marketing of Services’, Proceedings of the American Marketing Association, pp. 236-238.
20. Gronroos, C. (1981b), ‘IM -theory and practice’. Proceedings of the American Marketing Association Services Marketing Conference, pp. 41-47.
21. Herscovitch, L. and Meyer, J. P. (2002), ‘Commitment to organisational change: Extension of a three-component model’. Journal of Applied Psychology, Vol. 87, No. 3, pp. 474-487.
22. Hussein, Z, Wallace, J. and Cornelius, E. N (2007), ‘The use and impact of human resource management information systems on human resource management professionals’. Information & Management, Amsterdam, Vol. 44, No. 1, p. 74.
23. Iverson, R. D. (1996), ‘Employee acceptance of organisational change: The role of organisational commitment’. International Journal of Human Resource Management, Vol. 7, No. 1, pp. 122-149.
24. Jones, J. A. and Sinar, E. F. (2006), Predictability and consequences of employee engagement. Paper presented at the 21st meeting of the Society for Industrial and Organisational Psychology, Dallas, TX.
25. Kotier, P. Wong, V. Saunders, J. and Armstrong G. (2005) Principle of Marketing, 4th Edition, Essex: Prentice Hall.
26. Lings, I. (2004), ‘Internal Market Orientation: construct and consequences’. Journal of Business Research, Vol. 57, pp. 405-413.
27. McDonald, M. H. B., Chernatony, L. and Harris, F. (2001) ‘Corporate marketing and service brands -Moving beyond the fast-moving consumer goods model’, European Journal of Marketing, Vol. 35, No. 3/4, pp. 335-352.
28. McDonald, P. and Gandz, J. (1991) ‘Identification of values relevant to business research’. Human Resource Management, VoL 30, No. 2, pp. 217-236.
29. Meyer, J. P. and Herscovitch, L. (2001), ‘Commitment in the workplace: Toward a general model’. Human Resource Management Review, Vol. 11, 299-326.
30. Meyer, J. P. and Smith, C. A. (2000), ‘HRM practices and organisational commitment: Test of a mediation model’, Canadian Journal of Administrative Sciences, Vol. 17, No. 4, pp. 319-331.
31. Miller, V. D., Johnson, J. R. and Grau, J. (1994), ‘Antecedents to willingness to participate in a planned organisational change’, Journal of Applied Communication Research, Vol. 22, pp. 52-80.
32. Mudie, P. (2003) ‘Internal customer: by design or default’, European Journal of Marketing, Vol. 37, No. 9, pp. 1261-1276.
33. Oreg, S. (2003), ‘Resistance to change: developing an individual differences measure’. Journal of Applied Psychology, Vol. 88, No. 4, pp. 680-693.
34. Papasolomou-Doukakis, I. (2002) ‘The role of employee development in customer relations: the case of UK retail banks’. Corporate Communications: An International Journal, Vol. 7, No. 1, pp. 62-76.
35. Papasolomou-Doukakis, I. (2003) ‘IM in the UK Retail Banking Sector: Rhetoric or Reality?’, Journal of Marketing Management, Vol. 19, pp. 197-224.
36. Piderit, S. K. (2000), ‘Rethinking resistance and recognizing ambivalence: A multidemensional view of attitudes toward an organisational change’. Academy of Management Reviews, Vol. 25, No. 4, pp. 783-794.
37. Rafiq, M. and Ahmed, P. K. (1995) ‘The limits of Internal Marketing’, in: Kunst, P. and Lemmink, J. (eds.). Managing Service Quality, London: Paul Chapman Publishing, pp. 121-132.
38. Razali, M. Z. (2006), ‘Can total quality management (TQM) be implemented in a rationalistic environment’, Sasin Journal of Management, No. 2, pp. 85-97.
39. Robbins, S. P. (2003), Organisational Behaviour, 10th edition, Prentice-Hall, NJ: Englewood Cliffs.
40. Rodgers, R., Hunter, J. E. and Rogers, D. L. (1993), ‘Influence of top management commitment on management program success’. Journal of Applied Psychology, Vol. 78, No. 1, pp. 151-155.
41. Schneider, B. and Bowen, D. (1985) ‘Employee and customer perceptions of service in banks: replication and extension’. Journal of Applied Psychology, Vol. 70, pp. 423-433.
42. Self, R. D. (2007), ‘Organisational change-overcoming resistance by creating readiness’. Development and Learning in Organisations, Bradford, Vol. 21, No. 5, p. 11.
43. Thrassou, A. (2005), ‘The Construction Consultancy in Cyprus’, International Journal of Management Cases, Vol. 7, Issue 3, pp. 41-54, 2005, ISSN: 17416264.
44. Thrassou, A. and Vrontis, D. (2009), ‘A New Consumer Relationship Model: The Marketing Communications Application’, Journal of Promotion Management, Vol. 15, Issue 4, pp. 499-521.
45. Tichy, N. M. (1983), Managing strategic change: Technical, political and cultural dynamics. New York: Wiley.
46. Varey, R. J. and Lewis, B. R. (2000) Internal Marketing: Directions for Management, London: Routledge.
47. Vrontis, D. (2001), ‘A Human Resource Research Investigation in Cyprus’ Duty Free Industry’, Management Case Quarterly, Vol. 4, Issue 3, pp. 17-27.
48. Vrontis, D. and Thrassou, A. (2007), ’A new conceptual framework for a business-consumer relationship’. Marketing Intelligence and Planning, Vol. 25, Issue 7, pp. 789-806.
49. Vrontis, D. and Vignali, D. (2006), ‘A Human Resource Research Investigation in Cyprus’ Duty Free Industry’, International Journal of Entrepreneurship and Small Business, Vol. 3, Nos. 3 and 4, pp. 427-446.
50. Wanbert, C. R. and Banae, J. T. (2000), ‘Predictors and outcomes of openness to changes in a reorganizing workplace’. Journal of Applied Psychology, Vol. 85, No. 1, pp. 132-142.
51. Watt, J.D., Piotrowski, C. (2008), ‘Organisational change cynicism: A review ofthe literature and intervention strategies’. Organisation Development Journal, Vol. 26, No. 3, pp. 23-32.
52. Wu, C, Neubert, M. J. and Yi, X. (2007), ‘Transformational leadership, cohesion perceptions and employee cynicism about organisational change: The mediating role of justice perceptions’. Journal of Applied Behavioural Science, Vol. 43, pp. 327-351.