Indexing
All Issues
Submission
Author Guidelines
Reviewers
Editorial Members
Publication Fee
Vol.1 , No. 4, Publication Date: Sep. 28, 2015, Page: 94-104
 Oil and Gas Companies, maintained from a business-to-business national service provider. Using the framework from Lee and Green (2011), data collected was subjected to regression and correlation analysis. Findings based on the survey revealed that marketing strategy positively affected both performance measures (customer loyalty and consumer perceived value) in the Nigerian oil and gas companies. Specifically, apart from promotion(β=0.10), in descending order, the results suggest that, product (β=0.34), price (β=0.34), and place (β=0.34) are the key marketing strategies that influenced both customer loyalty and consumer perceived value in the Nigerian oil and gas industry. The findings also indicate partial mediation of consumer perceived value, between marketing strategies and customer loyalty. The model provides predictive implications on improved consumer perceived value and customer loyalty, given the activities of some factors manifesting marketing strategies. Hence, to improve both consumer’s perceived value and customer loyalty, oil and gas companies could control their marketing strategies.&picture=http://www.aascit.org/aascit/decorators/img/journal/927.jpg)
| [1] | Magaji Nanle, Department of Business Administration and Marketing, Babcock Business School, Babcock University, Ilishan-Remo, Ogun State, Nigeria. |
| [2] | Awolusi Olawumi Dele, Department of Business Administration, Elizade University, Ilara-Mokin, Ondo State, Nigeria. |
| [3] | Akinsuru Sydney, Department of Business Administration and Marketing, Babcock Business School, Babcock University, Ilishan-Remo, Ogun State, Nigeria. |
In competitive markets, customer loyalty is the result of successful marketing strategy that creates value for consumers. The purpose of this paper is to evaluate the effects of marketing strategy on customer loyalty; and the mediating role of consumer perceived value in the Nigerian oil and gas companies. To achieve these objectives, an empirical study was conducted via the administration of 550 self-administered copies of questionnaire to a randomly customers of ten (10) Oil and Gas Companies, maintained from a business-to-business national service provider. Using the framework from Lee and Green (2011), data collected was subjected to regression and correlation analysis. Findings based on the survey revealed that marketing strategy positively affected both performance measures (customer loyalty and consumer perceived value) in the Nigerian oil and gas companies. Specifically, apart from promotion(β=0.10), in descending order, the results suggest that, product (β=0.34), price (β=0.34), and place (β=0.34) are the key marketing strategies that influenced both customer loyalty and consumer perceived value in the Nigerian oil and gas industry. The findings also indicate partial mediation of consumer perceived value, between marketing strategies and customer loyalty. The model provides predictive implications on improved consumer perceived value and customer loyalty, given the activities of some factors manifesting marketing strategies. Hence, to improve both consumer’s perceived value and customer loyalty, oil and gas companies could control their marketing strategies.
Keywords
Marketing Strategy, Customer Loyalty, Consumer’s Perceived Value, Regression Analysis, Oil and Gas Industry, Nigeria
Reference
| [01] | Abdulkadir, D. S. (2012). “Strategic human resource management and organizational performance in the Nigerian insurance industry: the impact of organizational climate”, Business Intelligence Journal. Vol. 5, No. 1, Pp 8 – 20. |
| [02] | Abdulkadir, D. S. (2009). Effects of Strategic Human Resource Management Practices on Perceived Financial Performance: Some Evidence from the Nigerian Financial Sector. International Journal of Management Science. Vol. 1, No. 2, Pp 29 – 35. |
| [03] | Alavi, H. R. and Jahandari, R. (2005). Organizational Climate of Kerman Shahid Bahonar University: Its Comparison with the Desired Organizational Climate from the View Points of the Personnel (staff) of the University. Public Personnel Management. Volume 34, No 3: 23-45. |
| [04] | Adeyemi, S. and Aremu, M.A. (2008), ‘Impact assessment of Business Process Re-engineering on organizational performance,’ European Journal of Social Sciences, Vol. 7 No.1, pp. 115-125. |
| [05] | Aggarwal, S. (1998), “Re-engineering: a breakthrough or little new?”, Journal of Socio-Economic Planning Science, Vol. 32 No.2, pp.155-67. |
| [06] | Ahmed, H., Francis, A. and Zairi, M. (2007), “Business process reengineering: Critical success factors in higher education”, Business Process Management Journal, Vol. 13 No.3, pp.451-469. |
| [07] | Akeke, N.I., Akeke, A.R. and Awolusi, O.D. (2015),“The Effect of job satisfaction on organizational commitment among non-academic staff of tertiary institutions in Ekiti state, Nigeria”, International Journal of Interdisciplinary Research Method, Vol. 2, No. 1, pp.25–39. |
| [08] | Aina, S.A., Awolusi, O.D. and Odunlami, S.A. (2015),“Dynamics of Conflict in Nigerian Educational system: evidence from Nigerian Universities”, International Journal of Energy Policy and Management, Vol. 1, No. 2, pp. 33–42. |
| [09] | Akinyele, S.T. (2010a). Impact of strategic marketing management on the performance of firms in the downstream sector of Nigerian oil and gas Industry, PhD Thesis postgraduate school, Covenant University, Ota. |
| [10] | Akinyele, S.T. (2010b). Strategic marketing practices on the performance of firms in Nigerian oil and gas industry, International Journal of Research in Commerce and Management, Vol. 1(4), pp.6-33. |
| [11] | Ariyachandra, T. R., & Frolick, M. N. (2008), "Critical success factors in business performance management—Striving for success, Information Systems Management, 25(2), 113–120. |
| [12] | Ascari, A., Rock, M. and Dutta, S. (1995), “Reengineering and organisational change: lessons from a comparative analysis of company experience”, European management Journal, Vol.13 No.1, pp.1-30. |
| [13] | Asikhia, O. (2010), “Strategic marketing orientation and performance: a case for synergistic merger effects of Nigerian banks”, European Journal of Scientific Research, 42(2), 268-289. |
| [14] | Asteriou, D. and Hall, S. G. (2007). Applied Econometrics: A Modern approach. (Revised Edition), NY: Palmgrave Macmillan |
| [15] | Awolusi, O.D. and Akinruwa, T. E. (2014),“Cultural combination and International Acquisition Performance of Multinational corporations in Nigeria”, Global Journal of Commerce and Management Perspective, Vol. 3(1): 1-14. |
| [16] | Awolusi, O.D. (2013),“Factors influencing the internationalization of Nigerian Manufacturing firms: an empirical analysis”, International Journal of Business and Management Research, Vol. 1, No. 3, pp.14–34. |
| [17] | Bandara, W., Gable, G., &Rosemann, M. (2005), "Factors and measures of businessprocess modelling: Model building through a multiple case study", European Journal of Information Systems, 14(4), 347–360. |
| [18] | Barak, M., Maymon T., and Harel, G. (1999). Team Work in Modern Organizations: Implications for Technological Education. International Journal of Technology and Design Education 9: 85-101. |
| [19] | Budhwar, P. (2000). Strategic Integration and Devolvement of Human Resource Management in the UK Manufacturing Sector. British Journal of Management 11(4): 285–302. |
| [20] | Budhwar, P., and Khatri, N. (2001). HRM in Context: Applicability of HRM Models in India. International Journal of Cross Cultural Management 1(3): 333–56. |
| [21] | Burton, R. M., Lauridsen, J. and Obel, B. (1998). Tension and Resistance to Change in Organizational Climate: Managerial Implications for a Fast Paced World. |
| [22] | Buyens, D., and De Vos, A. (2001). Perception of the Value of the HR Function. Human Resource Management Journal 11(3): 70–89. |
| [23] | Baron, R., Kenny, D. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, (51), 1173-1182. |
| [24] | Baumgartner H & Homburg C (1996). Applications of structural equation modelling in marketing and consumer research: A review. International Journal of Research in Marketing, 1(13), 139-161. |
| [25] | Berrington, C.L. and Oblich, R.L. (1995), “Translating business reengineering intobottom-line results”, Industrial Engineering, Vol.27 No.1, pp.24-7. |
| [26] | Bhatt, G.D. (2000), “Exploring the relationship between information technology, infrastructure and business process re-engineering”, Business Process Management, Vol. 6 No.2, pp.139-63. |
| [27] | Bhote, K.R. (1996), Beyond customer satisfaction to customer loyalty: the key to greater profitability. Dublin: Lafferty Publication. |
| [28] | Billinton, C. &Nie, W. (2009). The customer value proposition should drive supply chain design: An example in mass \retailing. Perspectives for Managers, 177, 1-4. |
| [29] | Bloemer, J., de Ruyter, K., &Wetzels, M. (1999). Linking perceived service quality and service loyalty: A multi-dimensional perspective. European Journal of Marketing, 33(11/12),1082-1106. |
| [30] | Bloemer, J. & Odekerken-Schröder, G. (2002). Store satisfaction and store loyalty explained by customer- and store-related factors. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 15, 68-80. |
| [31] | Bustillo, M. & Lloyd, M.E. (2009). Best Buy seeks female shoppers. Wall Street Journal, (June 16), B5. |
| [32] | Bontis, N. (1998), ‘‘Intellectual capital: an exploratory study that develops measures and models’’, Management Decision, Vol. 36 No. 2, pp. 63-7. |
| [33] | Bontis, N., Chua, C.K. and Richardson, S. (2000), ‘‘Intellectual capital and business performance in Malaysian industries’’, Journal of Intellectual Capital, Vol. 1 No. 1, pp. 85-100. |
| [34] | Buday, R. (1993), “Reengineering one firm’s product development and another’s service delivery,” Planning Review, 21 (2), 14-19. |
| [35] | Cabin, R. and Grant, R.M. (1996), ‘Restructuring among the world’s largest oil majors,’ British Journal of Management, 4(3), 212-235. |
| [36] | Cengiz, E. & Yayla, H.E. (2007). The effect of marketing mix on positive word of mouth communication: Evidence from accounting offices in Turkey. Innovative Marketing, 3(4),73-86. |
| [37] | Chowdhury, J., Reardon, J., & Srivastava, R. (1998). Alternative modes of measuring store image: An empirical assessment of structured versus unstructured measures. Journal of Marketing Theory and Practice, 6(2), 72-86. |
| [38] | Churchill, A. G. & Peter, J.P. (1995). Marketing: Creating Value for Customers. Burr Ridge, IL:Irwin.Cronin, J.J., Brady, M.K., &Hult, G.T.M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218. |
| [39] | Cunningham, J. B., and Deborah, Y. A.. (1995). Skills for Managing Human Resources in a Complex Environment: the Perceptions of Human Resource Managers in Singapore. International Journal of Human Resource Management 6(1): 79–101. |
| [40] | Conner, K. and Prahalad, C.(1996). A resource- based theory of the firm: Knowledge versus opportunism, Organization Science, Vol.7(5): 30-37. |
| [41] | Creveling, J.P.(2005). Making a case for business and marketing planning, Rough Notes, 137(3), 26-32. |
| [42] | Dollinger, M.J.(1999). Entrepreneurship strategies and resources. Upper saddle River, NJ: Prentice Hall |
| [43] | David, W., Chin, H. O. and Victor, K. (2002). Strategic Human Resource Management and Organizational Performance in Singapore. Compensation and Benefits Review, 34: 33-42. |
| [44] | Dimba B. and K’Obonyo P. (2009). The Effect of Strategic Human Resource Management Practices on Performance of Manufacturing Multinational Companies in Kenya: Moderating Role of Employee Cultural Orientations and Mediating Role of Employee Motivation. Proceedings of the International Conference on Human Capital Management in University of Nairobi, July 22 – 24. |
| [45] | Davenport, T. (1993), Process Innovation: Reengineering Work Through Information Technology, Harvard Business School Press, Boston, MA. |
| [46] | Davenport, T.H. and Short, J.E. (1990), ‘The new industrial engineering: Informationtechnology and business process redesign,’ Sloan Management Review, 11-27. |
| [47] | Delery, J.E., Doty, D.H. (1996). Modes of theorizing in strategic human resource management:tests of universalistic, contingency, and configurational performance predictions. Academy of Management Journal, 39 (4), 802–835. |
| [48] | Dick, A.S. &Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113. |
| [49] | Dodds, W.B., Monroe, K.B., & Grewal, D. (1991). Effects of price, brand, and storeinformation on buyers’ product evaluations. Journal of Marketing Research, 28(3), 307-319. |
| [50] | Donio, J., Massari, P., &Passiante, G. (2006). Customer satisfaction and loyalty in a digital environment: An empirical test. Journal of Consumer Marketing, 23(7), 445-457. |
| [51] | Eakuru, N. & Mat, N.K.N. (2008). The application of structural equation modeling (SEM) in determining the antecedents of customer loyalty in banks in South Thailand. The Business Review, Cambridge, 10(2), 129-139. |
| [52] | Elliott, C. (2010). Confessions of a frequent-flyer program skeptic. South Florida Sun-Sentinel, (May 18). Retrieved June, 2010, from http://www.sun-sentinel.com/travel/news/orltravel-troubleshooter-2- |
| [53] | Ferris, G. R., Russ, G. S., Albanese, R., &Martocchio, J. J. (1990). Personnel/Human Resources Management, Unionization, and Strategy Determinants of Organizational Performance. Human Resource Planning, 13, 215-227. |
| [54] | French, W. L, Kast, F. E. and Rosenzweing, J. E. (1985), Understanding Human Behaviour in Organizations, Haper and Row, New York. |
| [55] | Frazier, P., Tix, A., Barron, K. (2004). Testing Moderator and Mediator Effects in Counseling Psychology Research. Journal of Counseling Psychology, 51(1), 115-134. |
| [56] | Gerhart, B., Wright, P.M., McMahan, G., and Snell, S.A. (2000), ‘Measurement Error in Research on Human Resources and Firm Performance: How Much Error is There and How Does it Influence Effect Size Estimates?,’ Personnel Psychology, 53, 4, 803–834. |
| [57] | Green, W. K., Wu, C., Whitten, D., and Medlin, B. (2006). The Impact of Strategic Human Resource Management on Firm Performance and HR professionals’ Work Attitude and Work Performance. International Journal of human resource Management, 8(3): 263-276. |
| [58] | Guenzi, P. and Troilo, G. (2007), ‘The joint contribution of marketing and sales to the creation of superior customer value’, Journal of Business Research, 60 (2), 98-107 |
| [59] | Hall, L., and Torrington, D. (1998). Letting Go or Holding On: The Devolution of Operational Personnel Activities. Human Resource Management Journal 8: 41–55. |
| [60] | Halpin, A. W., and Croft, D. B. (1963). The Organizational Climate of Schools. Chicago: Midwest Administration Center of the University of Chicago. |
| [61] | Haelsig, F., Swoboda, B., Morschett, D., & Schramm-Klein, H. (2007). An intersector analysis of the relevance of service in building a strong retail brand. Managing Service Quality,17(4), 428-448. |
| [62] | Hadjimanolis, A.(2000). A resource based view of innovativeness in small firms, technology analysis, Strategic Management Journal, Vol. 12(2): 263-281. |
| [63] | Henry, H. (1999). The evolution of strategic marketing in major corporations, Proceedings, American Institute of Decision Sciences |
| [64] | Powell, T.C.(1992). Strategic marketing planning as competitive advantage, Strategic Management Journal, Vol.13(4):551-558. |
| [65] | Hemlock, D. (2009). What’s next for Saturn?. South Florida Sun-Sentinel, (November 29), 1D,2D. |
| [66] | Hennig-Thurau, T., Gwinner, K.P., &Gremler, D.D. (2002). Understandingrelationship marketing outcomes: An integration of relational benefits and relationship quality. Journal of Service Research, 4(3), 230-247. |
| [67] | Huddleston, P., Whipple, J., Mattick, R.N., & Lee, S.J. (2009). Customer satisfactionin food retailing: Comparing specialty and conventional grocery stores. International Journal of Retail & Distribution Management, 37(1), 63-80. |
| [68] | Huang T. (1998). The Strategic Level of Human Resource Management and Organizational Performance: An Empirical Investigation. Asia Pacific Journal of Human Resources. 36(2): 59-72. |
| [69] | Huselid, M. A. (1995). The Impact of Human Resource Management Practices on Turnover, Productivity, and Corporate Financial Performance. Academy of Management Journal, 38, 635-670. |
| [70] | Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), Multivariate Analysis, 5th ed., Prentice-Hall, Englewood Cliffs, NJ. |
| [71] | Hammer, M. (1990), ``Reengineering work: don't automate, obliterate'', Harvard Business Review, Vol. 68 No. 4, pp. 104-12. |
| [72] | Huselid, M. A. (1995). The Impact of Human Resource Management Practices on Turnover, Productivity, and Corporate Financial Performance. Academy of Management Journal, 38, 635-670. |
| [73] | James, L. R., & Jones, A. P. (1974). Organizational Climate: A Review of Theory and Research. Psychological Bulletin, 81(12), 1096-1112. |
| [74] | Jensen, M. T. (2003). Organizational Communication: A Review. Research and Development Report No.1, p. 1-106. |
| [75] | Jarrar, Y. F. and Aspinwall, E. M. (1999), “Business process re-engineering: learning from organizational experience”. Total Quality Management, Vol.10 No. 2, pp. 173-86 |
| [76] | Ibrahim, H. &Najjar, F. (2008). Relationship bonding tactics, personality traits, relationship quality and customer loyalty: Behavioral sequence in retail environment. The Icfai University Journal of Services Marketing, 6(4), 1-37. |
| [77] | Kanagal, N. (2009). Role of relationship marketing in competitive marketing strategy. Journal of Management and Marketing Research, 2(May), 1-17. |
| [78] | Kerin, R.A., Hartley, S.W., &Rudelius, W. (2009). Marketing (9th ed.). Boston: McGraw-Hill Irwin. |
| [79] | Kotler, P. (2005). According to Kotler: The World’s Foremost Authority on Marketing Answers Your Questions. New York: AMACOM. |
| [80] | Kotler, P. & Armstrong, G. (2008). Principles of Marketing (12th ed.). Upper Saddle River, NJ:Prentice Hall. |
| [81] | Kotler, P. & Keller, K.L. (2006). Marketing Management (12th ed.). Upper Saddle River, NJ:Prentice Hall. |
| [82] | Kotler, P. and Connor, R.A.(1997). Marketing of professional services, Journal of Marketing, Vol. 5(4),pp.12-18. |
| [83] | Kai, K., A., Brian, K. P. and Cherrie, J. Z. (2007). The Effect of SHRM Practices on Perceived firm Financial performance: Some Initial evidence from Australia. Asia Pacific Journal of Human Resources, 46; 168-179. |
| [84] | Kalleberg, A.L., Moody, J.W. (1994). Human resource management and organizational performance. American Behavioral Scientist , 37 (7), 948–962 |
| [85] | Khatri, N. (1999). Emerging Issues in Strategic HRM in Singapore. International Journal of Manpower 20(8): 51–2. |
| [86] | Koys, D. and De Cotiis, T. (1991), Inductive Measures of Organizational Climate, Human Relations, (44): 265 – 285. |
| [87] | Khodakaram, S., Mohammad, A. A. and Ahmad, G. (2010), ‘Interpretive Structural Modeling of Critical Success Factors in Banking Process Re-engineering’, International Review of Business Research Papers, 6(2), 95-103 |
| [88] | Khong, K.W. (2005). “The perceived impact of successful outsourcing on customer service management”, Supply chain management: An International Journal, Vol. 10(5), pp. 402-411. |
| [89] | Khong, K.W. and Mahendiran, N. (2006). “The effects of customer service management on business performance in Malaysian banking industry: an empirical analysis”, Asia Pacific Journal of Marketing and Logistics, Vol. 18(2), pp. 111-128. |
| [90] | Khong, K.W. and Richardson, S. (2003), “Business process re-engineering (BPR) in Malaysian banks and finance companies”, Managing Service Quality, Vol. 13 No. 1, pp. 54-71. |
| [91] | Kotler, P. (2000), Marketing Management, 10th ed., Prentice Hall, Englewood Cliffs, NJ. |
| [92] | Lee, M. and Green, R.D. (2011). “A mediating influence on customer loyalty:The role of perceived value”, Journal of Management and Marketing Research, 5(3), 20-35. |
| [93] | Lee, E.J. & Overby, J.W. (2004). Creating value for online shoppers: Implications for satisfaction and loyalty. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 17, 54-67. |
| [94] | Lemon, K.N., Rust, R.T., &Zeithaml, V.A. (2001). What drives customer equity. Marketing Management, 10(1), 20-25. |
| [95] | Litwin G. H. and Stringer R. A. (1968). Motivation and Organizational Climate. Cambridge: Harvard University Press. |
| [96] | McCarthy, E. J. (1971). Basic Marketing: A Managerial Approach (4th ed.). Homewood, IL:R.D. Irwin. |
| [97] | McCarthy, E.J.(1995). Basic Marketing, New York: D. Irwin. |
| [98] | Moliner, M.A., Sanchez, J., Rodriguez, R.M., &Callarisa, L. (2007). Relationship quality with a travel agency: The influence of the post-purchase perceived value of a tourism package.Tourism and Hospitality Research, 7(3/4), 194-211. |
| [99] | Monroe, K. B. (1990). Pricing: Making Profitable Decisions (2nd ed.). New York: McGraw-Hill. |
| [100] | Milkovich, T. G., and Boudreau, W. J. (1998). Human Resource Management, 8th edt. Boston: Irwin. |
| [101] | McAdam, R. (2003), "Radical change: a conceptual model for research agendas", Leadership & Organization Development Journal, 24(4), 226-235. |
| [102] | MacDuffie, J.P. (1995). Human resource bundles and manufacturing performance: organizational logic and flexible production systems in the World Auto Industry. Industrial and Labor Relations Review, 48 (2), 197–221. |
| [103] | Neal, A., West, M. A., & Patterson, M. G. (2005). Do Organizational Climate and Competitive Strategy Moderate the Relationship Between Human Resource Management and Productivity? Journal of Management, 31(4), 492-512. |
| [104] | Okpara J. O. and Pamela W. (2008). HRM Practices in a Transition Economy: Challenges and Prospects.Management Research News, Vol. 31 (1): 57 – 76. |
| [105] | Onikoyi, I. A. and Awolusi, O.D. (2015),“Mission Statement and Bank Performance: Evidence from Nigerian Banking Industry”, International Journal of Management Sciences, Vol. 4, No. 7, pp.290–297 |
| [106] | Onigbinde, I.O., Awolusi, O.D. and Awosusi, O.O. (2015). “Capital Market Operations and Public Projects’ Financing in a Developing Economy: An Empirical Evidence from Nigeria”, International Journal of Investment Management and Financial Innovations, 1(3): 69-76 |
| [107] | Osu, P. (2011), “Reengineering: Government steps up regulatory compliance in the oil and gas industry”, DPR News, 6(2), 1-8. |
| [108] | Ozcelik, Y. (2010), "Do business process reengineering projects payoff? Evidence from the United States", International Journal of Project Management, 28(3), 7–13. |
| [109] | Oliver, R.L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York:McGraw Hill. |
| [110] | Perkins, E. (2010). Frequent flyer payout – great to lousy. South Florida Sun-Sentinel, (May 18).Retrieved June, 2010, from http://www.sun-sentinel.com/travel/news/orl-travel-perkins-051810,0,7927751.column. |
| [111] | Pfeffer, J. (1994). Competitive Advantage through People. Boston: Harvard Business School Press. |
| [112] | Pritchard, R. D., and Karasick, B. W. 1973, ‘The Effects of Organizational Climate on Managerial Job Performance and Job Satisfaction’, Organizational Behavior and Human Decision Processes, vol. 9, no. 1, pp. 126–146. |
| [113] | Peppard, J. and Fitzgerald, D. (1997), “The transfer of culturally-grounded management techniques: the case of business process reengineering in Germany”, European Management Journal, 15(4), 446-60. |
| [114] | Ranganathan, C. & Dhaliwal, J.S. (2001), "A survey of business process reengineering practices in Singapore", Information & Management, 39(2), 125-134. |
| [115] | Reichheld, F.F. & Sasser, Jr., W.E. (1990). Zero defections. Quality comes to services. Harvard Business Review, 68(5), 105-111. |
| [116] | Rust, R.T., Lemon, K.N., &Zeithaml, V.A. (2001). Where should the next marketing dollar go? Marketing Management, 10(3), 24-28. |
| [117] | Rust, R.T., Lemon, K.N., &Zeithaml, V.A. (2004). Return on marketing: Using customer equity to focus marketing strategy. Journal of Marketing, 68(1), 109-127. |
| [118] | Sangkaworn, C. & Mujtaba, B.G. (2010). Marketing practices of hotels and resorts in Chiang Mai: A Study of products, pricing, and promotion practices. Management and Marketing Research, 4(March), 1-17. |
| [119] | Smith, W.R. (1956). Product differentiation and market segmentation as alternative marketing strategies. Journal of Marketing, 21(1), 3-8. |
| [120] | Salaheldin, I. S. (2009), ‘Critical success factors for TQM implementation and their impact on performance of SMEs’, International Journal of Productivity and Performance Management, 58(3), 215-237 |
| [121] | Shin, N. & Jemella, D.F. (2002), "Business process reengineering and performance improvement: The case of Chase Manhattan Bank", Business Process Management Journal, 8(4), 351-363. |
| [122] | Siha, S.M. & Saad, G.H. (2008), "Business process improvement: empirical assessment and extensions", Business Process Management Journal, 14(6), 778-802. |
| [123] | Singh, M.D. & Kant, R. (2008), "Knowledge management barriers: An interpretive structural modeling approach", International Journal of Management Science and Engineering Management, 3(2), 141-150. |
| [124] | Slater, F.S. and Narver, J.C. (1994), ‘‘Market orientation, customer value, and superior performance’’,Business Horizons,Vol.37No.2,pp.22-9. |
| [125] | Schuler, R.S. (1992). Linking the People with the Strategic Needs of the Business. Organizational Dynamics Summer: 18–32. |
| [126] | Singh, K (2004). Impact of HR Practices on Perceived Firm Performance in Indian. Asia Pacific Journal of Human Resources. 42: 301 - 317 |
| [127] | Som A. (2008). Innovative Human Resource management and Corporate performance in the Context of Economic Liberalization in India. Thunderbird International Business Review, 49(2): 1-33. |
| [128] | Stringer R. A. (2002). Leadership and Organizational Climate: The Cloud Effect. Upper Saddle River, NJ: Prentice Hall. |
| [129] | Teo, S. (2002). Effectiveness of a Corporate HR Department in an Australian Public Sector Entity during Commercialization and Corporatization. International Journal of Human Resource Management 13(1): 89–105. |
| [130] | Terpstra, D. E., and Rozell, E. J. (1993). The Relationship of Staffing Practices to Organizational level Measures of |
| [131] | Performance. Personnel Psychology. 46: 27-48. |
| [132] | Tessema, M. T., and Soeters, J. L. (2006). Challenges and Prospects of HRM in Developing Countries: Testing the HRP-Performance Link in Eritrea Civil Service. International Journal of Human Resource Management, 17(1): 86-105. |
| [133] | Talwar, R. (1993), ``Business re-engineering ± a strategy-driven approach'', Long Range Planning, Vol. 26 No. 6, pp. 22-40. |
| [134] | Vergidis, K., Tiwari, A., &Majeed, B. (2008), "Business process analysis and optimization: Beyond reengineering", IEEE Transactions on Systems, Man, and Cybernetics, Part C: Applications and Reviews, 38(1), 69–82. |
| [135] | Wall, T. D. and Wood, S. J. (2005). The Romance of Human Resource Management and Business Performance, and the Case of Big Science, Human Relations, 58(4):429 – 462. |
| [136] | Wright, P. M., and McMahan, G. C. (1999). Theoretical Perspectives for SHRM. In Strategic Human Resource Management, (Eds.) R. Schuler and S. Jackson, 49 –72. Oxford: Blackwell Publishers Ltd. |
| [137] | Wheelen, and Hunger, J.D. (2008), Strategic management and Business policy (11th edition), New Jersey; Pearson Prentice Hall. |
| [138] | Wright, R.E. (2000), “Survival analysis”, in Grimm, L.G. and Yarnold, P.R. (Eds), Reading and Understanding More Multivariate Statistics, American Psychological Association, Washington, DC, pp. 363-407. |
| [139] | Wills, B. (2009). The business case for environmental sustainability (Green): Achieving rapid returns from the practical integration of lean & green. Business Case for Environmental Sustainability. Retrieved July, 2010, fromhttp://www.leanandgreensummit.com/LGBC.pdf. |
| [140] | Yamane, T. (1967). Statistics, An Introductory Analysis, 2nd Ed., New York: Harper and Row. |
| [141] | Yates, J. (1989). Control through Communication: The Rise of System in American Management The John Hopkins University Press, BaltimoreYoo, B., Donthu, N., & Lee, S. (2000). An examination of selected marketing mix elements and brand equity. Journal of the Academy of Marketing Science, 28(2), 195-211. |
| [142] | Zairi, M. and Sinclair, D. (1995), ``Business process re-engineering and process management: a survey of current practice and future trends in integrated management'', Management Decision, 33 (3), 3-16. |
| [143] | Zammuto, R. F. and Krakower, J. Y. (1991). Quantitative and Qualitative Studies of Organizational Culture. Research in Organizational Change and Development 5, p. 83-114. |
| [144] | Zairi, M. and Sinclair, D. (1995), ``Business process re-engineering and process management: a survey of current practice and future trends in integrated management'', Management Decision, Vol. 33 No. 3, pp.3-16. |
| [145] | Zeithaml, V. (1988). Consumer perception of price, quality, and value: A means-end model andsynthesis of evidence. Journal of Marketing, 52(July), 2-22. |
| [146] | Zeithaml, V.A., Berry, L.L., &Parasuraman, A. (1996). The behavioral consequences of servicequality. Journal of Marketing, 60(2), 31-46 |
