Lee, Y.I. and Trim, Peter R.J. (2012) How mutuality reinforces partnership development: Japanese and Korean marketing perspectives. Industrial Marketing Management 41 (5), pp. 770-779. ISSN 0019-8501.
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Relationship building is about ‘mutuality’ and how an organizational cultural value system enhances the development of long-term relationships that influence the marketing strategy process. This paper explains how senior managers embrace the concept of mutuality in order to establish a partnership arrangement in the context of a vertical marketing system. From the literature, four propositions relating to customer service policy, the process of innovation, relationship marketing and comparative national culture were developed and placed in the context of a Japanese and a South Korean electronics company based in the UK. The propositions were validated using in-depth, personal interviews with a limited number of senior managers in the two global companies. Evidence suggests that managers in Japanese companies formulate industry and country specific customer service policies, dictate R&D programmes, and spend a long time getting to know an individual in a potential partner organization(s) before they engage in any form of business integration. Whereas managers in South Korean companies are keen to communicate extensively and seek to acquire additional skills and knowledge so that they can innovate and implement cost effective strategies.
|Keyword(s) / Subject(s):||Customer Service, Culture, Partnership, Relationship marketing, Strategy|
|School or Research Centre:||Birkbeck Schools and Research Centres > School of Business, Economics & Informatics > Management|
|Date Deposited:||10 Sep 2012 10:15|
|Last Modified:||17 Apr 2013 12:33|
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