Enhancing customer service and organizational learning through qualitative research

Qualitative Market Research: An International Journal

Volumn 7, Issue 4, 2004, Pages 284-292

  Trim, Peter R j ^a   Lee, Yang Im ^b  

^a UNIVERSITY OF LONDON   (United Kingdom)

^b BRUNEL UNIVERSITY   (United Kingdom)

Author keywords

Communication; Culture (sociology); Learning; Marketing; Partnership; Research

Indexed keywords

EID: 84992986611     PISSN: 13522752     EISSN: None     Source Type: Journal    
DOI: 10.1108/13522750410557094     Document Type: Article

References (50)

1. Aaker, D.A. (1992), Strategic Market Management, Wiley, Chichester.
2. Achrol, R.S. and Kotler, P. (1999), “Marketing in the network economy”, Journal of Marketing, Vol. 63 (Special issue), pp. 146-163.
3. Appelbaum, S.H. and Gallagher, J. (2000), “The competitive advantage of organizational learning”, Journal of Workplace Learning: Employee Counselling Today, Vol. 12 No. 2, pp. 40-56.
4. Appelbaum, S.H. and Reichart, W. (1997), “How to measure an organization's learning ability: a learning orientation: part 1”, Journal of Workplace Learning, Vol. 9 No. 7, pp. 225-239.
5. Bae, K. and Chung, C. (1997), “Cultural values and work attitudes of Korean industrial workers in comparison with those of the United States and Japan”, Work and Occupations, Vol. 24 No. 1, pp. 80-96.
6. Biott, C. (1996), “Latency in action research: changing perspectives on occupational and researcher identities”, Educational Action Research, Vol. 4 No. 2, pp. 169-183.
7. Christopher, M., Payne, A. and Ballantyne, D. (1991), Relationship Marketing: Bringing Quality, Customer Service and Marketing Together, Butterworth-Heinemann, Oxford.
8. Christopher, M., Payne, A. and Ballantyne, D. (1994), Relationship Marketing: Bringing Quality, Customer Service and Marketing Together, Butterworth-Heinemann, Oxford.
9. Cook, S. (1992), Customer Care, Kogan Page Limited, London.
10. Davis, S.M. (1984), Managing Corporate Culture, Ballinger Publishing Company, Cambridge, MA.
11. De Weerd-Nederhof, P.C., Pacitti, B.J., Da Silva Gomes, J.F. and Pearson, A.W. (2002), “Tools for the improvement of organizational learning processes in innovation”, Journal of Workplace Learning, Vol. 14 No. 8, pp. 320-331.
12. Doyle, P. (1994), Marketing Management and Strategy, Prentice-Hall International Limited, Hemel Hempstead, Hertfordshire.
13. Easterby-Smith, M., Thorpe, R. and Lowe, A. (2003), Management Research: An Introduction, Sage, London.
14. Fincham, R. and Rhodes, P. (1999), The Principle of Organisational Behaviour, Oxford University Press, New York, NY.
15. Geissler, G.L. (2001), “Building customer relationships online: the Web site designers' perspective”, Journal of Consumer Marketing, Vol. 18 No. 6, pp. 488-502.
16. Geyskens, I., Steenkamp, J.-B.E.M. and Kumar, N. (1999), “A meta-analysis of satisfaction in marketing channel relationships”, Journal of Marketing Research, Vol. 36, pp. 223-238.
17. Gronroos, C. (1994), “From marketing mix to relationship marketing: towards a paradigm shift in marketing”, Management Decision, Vol. 32 No. 2, pp. 4-20.
18. Gronroos, C. (1996), “Relationship marketing: strategic and tactical implications”, Management Decision, Vol. 34 No. 3, pp. 5-10.
19. Gummesson, E. (1999), Total Relationship Marketing: Rethinking Marketing Management From 4Ps To 30Rs, Buttersworth-Heinemann, Oxford.
20. Gummesson, E. (2000), Qualitative Methods in Management Research, Sage, Thousand Oaks, CA.
21. Hammersley, M. and Atkinson, P. (1996), Ethnography: Principles and Practice, Routledge, London.
22. Hitt, W.D. (1996), “The learning organization: some reflections on organizational renewal”, Employee Counselling Today, Vol. 8 No. 7, pp. 16-25.
23. Hofstede, G. (1997), Culture and Organisations: Software of the Mind Intercultural Cooperation and Its Importance for Survival, McGraw-Hill, New York, NY.
24. Hughes, R.L., Ginnett, R.C. and Curphy, G.J. (1999), Leadership: Enhancing the Lessons of Experience, Irwin/McGraw-Hill, Boston.
25. Kakabadse, A. (2000), “From individual to team to cadre: tracking leadership for the millennium”, Strategic Change, Vol. 9 No. 1, pp. 5-16.
26. Krapfel, R., Salmond, D. and Spekman, R. (1991), “A strategic approach to managing buyer-supplier relationships”, European Journal of Marketing, Vol. 25, pp. 22-37.
27. Lee, Y-I. (2001), “Factors to be aware of when dealing with Japanese and South Korean organisations”, International Journal of Management Literature, Vol. 1 Nos 2-4, pp. 263-274.
28. Lewis, B.R. and Gabrielsen, G.O.S. (1998), “Intra-organizational aspects of service quality management: the employees' perspective”, The Service Industries Journal, Vol. 18 No. 2, pp. 64-89.
29. McKenna, S.D. (1999), “Maps of complexity and organizational learning”, Journal of Management Development, Vol. 18 No. 9, pp. 772-793.
30. Nooteboom, B., Berger, H. and Noorderhaven, N.G. (1997), “Effects of trust and governance on relational risk”, Academy of Management Journal, Vol. 40 No. 2, pp. 308-338.
31. Oakland, J.S. (1993), Total Quality Management: The Route to Improving Performance, Butterworth-Heinemann, Oxford.
32. Parasuraman, A. (1997), “Reflections on gaining competitive advantage through customer value”, Journal of The Academy of Marketing Science, Vol. 25 No. 2, pp. 154-161.
33. Patton, M.Q. (1990), Qualitative Evaluation and Research Methods, Sage Publications, Newbury Park, CA.
34. Payne, A. and Frow, P. (1999), “Developing a segmented service strategy: improving measurement in relationship marketing”, Journal of Marketing Management, Vol. 15, pp. 797-818.
35. Piercy, N.F. (1995), “Customer satisfaction and internal marketing: marketing our customers to our employees”, Journal of Marketing Practices: Applied Marketing Science, Vol. 1 No. 1, pp. 22-44.
36. Politis, J.D. (2003), “The connection between trust and knowledge management: what are its implications for team performance”, Journal of Knowledge Management, Vol. 7 No. 5, pp. 55-66.
37. Porter, M.E. (1996), “What is strategy?”, Harvard Business Review, pp. 61-78.
38. Porter, M.E., Takeuchi, H. and Sakakibara, M. (2000), Can Japan Compete?, Macmillan Press Limited, London.
39. Pulendran, S., Speed, R. and Widing, R.E. (2003), “Marketing planning, market orientation and business performance”, European Journal of Marketing, Vol. 37 Nos 3/4, pp. 476-497.
40. Rich, M.K. (2000), “The direction of marketing relationships”, Journal of Business and Industrial Marketing, Vol. 15 Nos 2/3, pp. 170-179.
41. Rowley, J. (2000), “Measuring service quality: SERVQUAL and beyond”, Journal of European Business Education, Vol. 10 No. 1, pp. 70-89.
42. Rubin, M.D. (1995), “Reinventing customer management-lessons from the best of the best”, Prism, (Fourth Quarter), pp. 25-39.
43. Schein, E.H. (1992), Organisational Culture and Leadership, Jossey-Bass, San Francisco, CA.
44. Schensul, J.J. and Schensul, S.L. (1992), “Collaborative research: methods of inquiry for social change”, in Ed. LeCompte, M.D., Ed. Millroy, W.L. and Ed. Preissle, J. (Eds), The Handbook of Qualitative Research in Education, Academic Press, San Diego, CA, pp. 161-200.
45. Trim, P.R.J. (2001), “A framework for establishing and implementing corporate intelligence”, Strategic Change, Vol. 10, pp. 349-357.
46. Trim, P.R.J. (2002), “Corporate intelligence and transformational marketing in the age of the Internet”, Marketing Intelligence & Planning, Vol. 20 No. 5, pp. 259-268.
47. Trim, P.R.J. and Lee, Y-I. (1999), “A framework for establishing a high level customer service strategy”, Journal of European Business Education, Vol. 8 No. 2, pp. 60-69.
48. Trim, P.R.J. and Tanudjaja, S.P. (2001), “Marketing and the Internet: the Internet based relationship marketing (IBRM) model”, International Quarterly Journal of Marketing, Vol. 1 No. 1, pp. 91-105.
49. Wei, Y-K. (2002), “Corporate image as collective ethos: a poststructuralist approach”, Corporate Communications: An International Journal, Vol. 7 No. 4, pp. 269-276.
50. Weitz, B.A., Castleberry, S.B. and Tanner, J.F. (1995), Selling: Building Partnerships, Richard D. Irwin, Chicago, IL.