Re-examining the deployment of market orientation in the public leisure sector

Abstract

Citation: HODGKINSON, I.R., HUGHES, P. and HUGHES, M., 2012. Reexamining the deployment of market orientation in the public leisure sector. Management, 28 (11-12), pp. 1249Management, 28 (11-12), pp. -1269 Additional Information: Journal of Marketing• Author Posting c Westburn Publishers Ltd, 2012. This is a post-peerreview, pre-copy-edit version of an article which has been published in its definitive form in the Journal of Marketing Management, and has been posted by permission of Westburn Publishers Ltd for personal use, not for redistribution. The article was published in Journal of Marketing Management, 28, 2012Management, 28, ,11-12, pp. 1249Management, 28, -1269Management, 28, , doi: 10.1080

How organisations generate and use customer insight

“…The human-enabled shepherding theme complements the information processing emphasis in much previous research on information flows (Kohli & Jaworski, 1990;Smith & Raspin, 2008), with or without the support of automation (Fang et al, 2014). Overall, our account of conduct demonstrates the interactions and behaviours that the market research function adopts in ensuring that users engage with customer insight most effectively, and is in contrast with the general propositions of existing MBL literature that is more concerned about measuring specific influences impacting on conduct (Hodgkinson et al, 2012;Kohli & Jaworski, 1990;Rapp et al, 2014).…”

“…Deshpandé, 1982;Hodgkinson et al, 2012;Hurley & Hult, 1998;Kohli & Jaworski, 1990;Moorman, 1995). These factors we group into a category we call the conduct of insight generation.…”

“…There is a pressing need for updated empirical research on the processes of customer insight use in a world of increasing computer power, where databases capture massive amounts of customer data, and where company and competitor information is democratised by social networks. The context of customer insight is an issue that has received limited attention in MBL literature, yet is a key source of tension for managers as the proliferation of channels and increased speed of information flow means that managers need to deal with customer insights in increasing volume and frequency (Hodgkinson et al, 2012;Souchon & Diamantopoulos, 1997;Wills & Williams, 2004;Zaltman & Moorman, 1988). Additionally, recent improvements in CRM technology make internal sources of customer data more salient and the in-house versus agency trade-off an increasingly pressing challenge (Ryals & Wilson, 2005).…”

“…This may in part be because of the prevalence of single-informant studies which fail to capture the diversity of experiences of customer insight within an organisation (Cacciolatti & Fearne, 2013;Korhonen-Sande, 2010). It may also be a consequence of the reliance on survey research which is limited in its capacity to capture the full range of managerial practices by which learning is enabled, particularly in a changing environment (Hodgkinson, Hughes, & Hughes, 2012;Wei & Wang, 2011).…”

Exploring spillovers between government quality and individual health production through sport and physical activity

“…That the provision of infrastructure can enhance sport and physical activity participation is not of surprise, but it need not be connected directly with government provision. For instance, in the UK there has been rapid growth in outsourcing to the private sector of previously public sector leisure facilities and an additional rapid growth of private sector facilities (Hodgkinson, Hughes, & Hughes, 2012). What this does suggest, however, is that the policy environment in which leisure facility supply develops could have important impacts on individual behaviour as a consequence.…”