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Block 3: building long term success (Quality (Operational risk (hazard…
Block 3: building long term success
Relationship Marketing
Internal marketing
Core values
Brand Identity
Brand champions
Normann (2002)
Virtuous + Vicious
Critical service interactions
Belonging
Involve staff
Focus
Customer satisfaction
Customer loyalty
not always
Customer retention
Trust
Kotler + Armstrong (2016)
Service dominant logic
Feedback from staff & customers
service dominant logic
Create value for staff and customers
Quality
Quality Assurance
Proactive
Quality Control
Reactive
Measurement
seven key tools to control quality
Quality systems
Improve Performance
Importance -performance matrix
Operational risk
risk
hazard
Crisis
Crisis management
Resilience
Business continuity
Creating Value
Perceptions
Marx 1859
Shared Value
Social construct
not necessarily market value
Stakeholders
Purpose
short term profit?
or long term values?
The Politics of business
Vicious cycles
Virtuous cycles
Stakeholder analysis
Power versus Interest matrix
Johnson et al 2008
Trade Unions
Inter-personal
Inter organisational