The exploitation of market knowledge within relationship orientated small accountancy practices

Published on Oct 1, 2005in Service Industries Journal6.539
路 DOI :10.1080/02642060500134084
Ian Chaston1
Estimated H-index: 1
(University of Waikato),
Phil Megicks19
Estimated H-index: 19
(University of Plymouth),
Jasmine Williams7
Estimated H-index: 7
(University of Plymouth)
Within the academic literature there is general acceptance that customer knowledge competence can have a critical influence over whether a firm can successfully achieve a market advantage over competition. There is, however, only limited empirical evidence to support this perspective. This study utilises a previously developed customer knowledge survey tool to compare knowledge management practices within small relationship orientated accountancy practices and small, transactionally orientated firms. The survey was undertaken across a sample of small UK accountancy practices. Results suggest that compared to their transactional counterparts, small relationship orientated firms perceive that customer knowledge is an important aspect of the marketing process. Small, relationship orientated practices also appear to recognise the importance of operating a structured knowledge management system within their organisations.
馃摉 Papers frequently viewed together
#1Rajendra K. Srivastava (University of Texas at Austin)H-Index: 46
#2Liam Fahey (Babson College)H-Index: 17
Last. H. Kurt Christensen (NU: Northwestern University)H-Index: 2
view all 3 authors...
This article posits a framework that shows how market-based assets and capabilities are leveraged via market-facing or core business processes to deliver superior customer value and competitive advantages. These value elements and competitive advantages can be leveraged to result in superior corporate performance and shareholder value and reinvested to nurture market-based assets and capabilities in the future. The article also illustrates how resource-based view (RBV) and marketing consideratio...
#1Ian Chaston (University of Plymouth)H-Index: 19
#2Beryl Badger (University of Plymouth)H-Index: 14
Last. Eugene Sadler-Smith (University of Plymouth)H-Index: 56
view all 4 authors...
Organisational learning is increasingly being mentioned in the literature as a mechanism for assisting the market performance of small firms. There exists, however, limited empirical evidence on either the benefits conferred by organisational learning and the learning systems utilised to manage the process. A survey of small UK manufacturing firms was undertaken to acquire data on whether a relationship exists between learning style and the competencies exhibited by organisations. The survey als...
Organizational learning is increasingly being mentioned in the literature as a mechanism for assisting small firm survival. There exists, however, limited empirical evidence to validate the benefits claimed for the concept. A survey of small U.K. manufacturing firms was undertaken to ascertain whether entrepreneurial firms use higher-order (or double-loop) learning. Additional research aims included assessing whether organizational learning confers information management advantages and contribut...
The purpose of this paper is to document the fundamental shift that is taking place in OECD countries. This shift is from the managed economy to the entrepreneurial economy. While politicians and policymakers have made a plea for guidance in the era of entrepreneurship, scholars have been slow to respond. This paper attempts to make a first step identifying and articulating these differences. We do this by contrasting the most fundamental elements of the newly emerging entrepreneurial economy wi...
Argues that relationship marketing is not a complete paradigm shift. Without effective use of technology, relationship marketing is not an effective strategy. Hence, relationship marketing, based on technological advances, can be considered as a new paradigm. It is demonstrated that everything companies do to build consumer loyalty is affected by technology. It is shown that traditional, relationship, and technologicalship marketing are fundamentally different. The technologicalship marketing al...
#1David Webb (UWA: University of Western Australia)H-Index: 19
A search of the Service Quality (SQ) and Customer Satisfaction (CS) literature reveals a gap in knowledge relating to the 鈥榚xpectation鈥 formation aspect of the disconfirmation paradigm. Little consideration has been given to the 鈥榬ole鈥 of the customer in the service encounter, albeit that the above literature mostly customer that one measure of output performance comprises a customer comparison of the various delivery components with a self-established standard, of which 鈥榚xpectations鈥 appears t...
(1999). Knowledge management: The way forward. Total Quality Management: Vol. 10, No. 4-5, pp. 554-560.
Much current work on organizational knowledge, intellectual capital, knowledge-creating organizations, knowledge work, and the like rests on a single, traditional understanding of the nature of knowledge. We call this understanding the "episte-mology of possession," since it treats knowledge as something people possess. Yet, this epistemology cannot account for the knowing found in individual and group practice. Knowing as action calls for an "epistemology of practice." Moreover, the epistemolog...
#1Don Peppers (Stanford University)H-Index: 18
#2Martha RogersH-Index: 17
Last. B DorfH-Index: 1
view all 3 authors...
: One-to-one marketing, also known as relationship marketing, promises to increase the value of your customer base by establishing a learning relationship with each customer. The customer tells you of some need, and you customize your product or service to meet it. Every interaction and modification improves your ability to fit your product to the particular customer. Eventually, even if a competitor offers the same type of service, your customer won't be able to enjoy the same level of convenie...
Increasingly firms are being encouraged to move away from traditional, transactional marketing and instead adopt a relationship marketing orientation. Concurrently another emerging academic concept is entrepreneurial marketing. Interest in this latter area has, in part, been stimulated by research on marketing processes within the SME sector. It is proposed that the merger of relationship and entrepreneurial marketing might result in 4 alternative marketing styles. To determine whether these sty...
Cited By5
#1Johannes Gl眉ckler (Heidelberg University)H-Index: 23
#2Ingmar Hammer (Heidelberg University)H-Index: 7
The heterogeneity of activities within the service economy still seems to be little understood. Service typologies are affluent yet incomplete and often partial in their focus. As a consequence, interregional comparisons and the development of evidence-based regional policies are rather difficult. In this chapter we improve an integrative typology of the service economy first developed in the Service Industries Journal (Gluckler and Hammer, Service Industries Journal 31(6):941鈥957, 2011) in orde...
#1Chunte Wu (Chung Hwa University of Medical Technology)H-Index: 1
#2Yichen Lin (NUTN: National University of Tainan)H-Index: 1
Last. Chehung Liu (NUTN: National University of Tainan)H-Index: 1
view all 3 authors...
Application of collaborative marketing through knowledge-enabled customer relationship management (KCRM) systems offers a great opportunity to increase customer value and provides a way to systematically attract, acquire and retain customers. A strategic KCRM framework is introduced to classify the subjects by customer-oriented perspective. This study takes a leading beauty enterprise in Asia as an example and focuses on its franchise stores to perform a case study. The KCRM model was adopted to...
#1Tatiana Andreeva (SPbU: Saint Petersburg State University)H-Index: 15
#2Aino Kianto (Lappeenranta University of Technology)H-Index: 25
Purpose 鈥 The purpose of this paper is to examine innovation from a knowledge鈥恇ased view by exploring the effect of knowledge processes and knowledge intensity on innovation performance.Design/methodology/approach 鈥 First, a theoretical model of the connections between knowledge processes, knowledge intensity and innovation performance is presented. The posited hypotheses are then tested statistically, using a survey dataset of 221 organizations.Findings 鈥 The result shows that while all knowled...
#1Johannes Gl眉ckler (Heidelberg University)H-Index: 23
#2Ingmar Hammer (Heidelberg University)H-Index: 7
Many service classifications have provided helpful yet partial perspectives on the heterogeneity of services. This paper reconciles and integrates different earlier classifications into a new holistic typology of the service economy which is based on detailed statistical service sectors. Moreover, the paper assesses the empirical value of this taxonomy to capture the diversity of services development in time and space. A regional analysis of employment data in Germany provides evidence that know...
This website uses cookies.
We use cookies to improve your online experience. By continuing to use our website we assume you agree to the placement of these cookies.
To learn more, you can find in our Privacy Policy.