The role of non-verbal communication in service encounters: a conceptual framework

Article Abstract:

Research is presented concerning the techniques which are used to evaluate and manage service encounters which occur in social occasions. The interpretation of non-verbal interaction by consumers is discussed.

United Kingdom, Consumer Behavior, Research, Management, Customer service, Nonverbal communication

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Purchasing public relations: the case of the public relations industry in Scotland

Article Abstract:

Public relations services are used in a variety of ways according to the needs of the consumer. Services are grouped into supplementary, outsourcing and implementing categories. Supplementary services tend to work as a separate entity within the management structure. Outsourcing tends to be used for particular areas of knowledge. Implementing services involve the application of planned marketing activities. The public relations accreditation standard ISO 9000 is not necessary for most service requirements.

Administration of Economic Programs, Marketing & Consumer Services, Services, Reports, Marketing, Marketing research, Market research, Public relations

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Investing in people: Internal marketing and corporate culture

Article Abstract:

Marketing literature increasingly places importance on the adoption of a marketing orientation by organizations. The concept of internal marketing is an element in the creation of a marketing orientation and associated cultures. Previous research into internal marketing and corporate culture has been reviewed with a focus on specific tactics that result in corporate change, structured around the Investors in People (IIP) standard.

Marketing Management, Corporate culture

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