Melbourne Business School - Research Publications

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Now showing 1 - 10 of 38
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    Customer empowerment and relationship outcomes in healthcare consultations
    Ouschan, R ; Sweeney, J ; Johnson, L ; Tiu Wright, L (Emerald, 2006-09)
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    Internal relationships: Linking practitioner literature and relationship marketing theory
    Herington, C ; Johnson, LW ; Scott, D (Emerald, 2006-08-25)
    Purpose Practitioners argue that the way they treat their employees has an impact on firm success. However, they frequently do not equate this with relationship building. On the other hand, the academic relationship marketing literature does highlight internal relationships as having an important impact on external customer relationships. However, this relationship suffers from a lack of academic empirical evidence. Neither seems to recognize the knowledge of the other leading to incongruence between marketing theory and practice. The purpose of this paper is to bring the two literature streams together demonstrating that the practitioners are talking about, and practising, relationship marketing. Design/methodology/approach Exploration and comparison of the academic and practitioner literature bases to elaborate on the value of relationship building within organizations. Findings Competitive advantage can be attained through development of a relationship‐building culture which includes building relationships inside the organization as well as customer relationships. In fact, successful customer relationships rely on successful internal relationships. Research implications/implications A broad research agenda is outlined for understanding the nature of internal relationships and their impact on a firm's success. Practical implications Organizational success can be gained through building strong internal relationships and the development of a relationship‐building organizational culture. Originality/value Links practitioner cases and reflections to the concept of relationship marketing, demonstrating further how relationship marketing activities provide a competitive advantage.
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    Writing differently
    Grey, C ; Sinclair, A (SAGE PUBLICATIONS LTD, 2006-05)
    Here are some stories about writing critically. We have written them to beguile you and make you laugh. But we also want to provoke you to think about how and why you write. Interspersed are short, unashamedly idiosyncratic statements about what we think is wrong with much of the writing that goes on in the field, and why we think writing matters. We want to discourage pompous, impenetrable writing; writing that seems driven by desires to demonstrate one's cleverness, or to accrue publications as ends in themselves.
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    Brokers and competitive advantage
    Ryall, MD ; Sorenson, O (INFORMS, 2007-04)
    The broker profits by intermediating between two (or more) parties. Using a biform game, we examine whether such a position can confer a competitive advantage, as well as whether any such advantage could persist if actors formed relations strategically. Our analysis reveals that, if one considers exogenous the relations between actors, brokers can enjoy an advantage but only if (1) they do not face substitutes either for the connections they offer or the value they can create, (2) they intermediate more than two parties, and (3) interdependence does not lock them into a particular pattern of exchange. If, on the other hand, one allows actors to form relations on the basis of their expectations of the future value of those relations, then profitable positions of intermediation only arise under strict assumptions of unilateral action. We discuss the implications of our analysis for firm strategy and empirical research.
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    Developing a multidimensional instrument to measure psychic distance stimuli
    Dow, D ; Karunaratna, A (PALGRAVE MACMILLAN LTD, 2006-09)