Skip to main content Accessibility help
×
Hostname: page-component-76fb5796d-5g6vh Total loading time: 0 Render date: 2024-04-27T01:57:28.040Z Has data issue: false hasContentIssue false

Chapter 9 - Motivating Boundary-Spanning Employees to Engage External Stakeholders

Insights from Stakeholder Marketing

from Part III - Stakeholder Theory in the Business Disciplines

Published online by Cambridge University Press:  01 May 2019

Jeffrey S. Harrison
Affiliation:
University of Richmond
Jay B. Barney
Affiliation:
University of Utah
R. Edward Freeman
Affiliation:
University of Virginia
Robert A. Phillips
Affiliation:
York University, Toronto
Get access

Summary

Image of the first page of this content. For PDF version, please use the ‘Save PDF’ preceeding this image.'
Type
Chapter
Information
Publisher: Cambridge University Press
Print publication year: 2019

Access options

Get access to the full version of this content by using one of the access options below. (Log in options will check for institutional or personal access. Content may require purchase if you do not have access.)

References

Ahmed, P. K., and Mohammed, R. (2003). Internal marketing issues and challenges. European Journal of Marketing, 37(9): 11771186.Google Scholar
Anderson, E., and Oliver., R. L. (1987). Perspectives on behavior-based versus outcome-based salesforce control systems. The Journal of Marketing: 7688.Google Scholar
Albert, S., & D, Whetten, A.. (1985). Organizational identity. Research in Organizational Behavior.Google Scholar
Ballantyne, D. (2003). A relationship-mediated theory of internal marketing. European Journal of Marketing, 37(9): 12421260.Google Scholar
Bartlett, C. A., & Ghoshal, S.. (1994). Changing the role of top management: Beyond strategy to purpose. Harvard Business Review, 72(6): 7988.Google Scholar
Batson, C. D., Ahmad, N., Powell, A. A., Stocks, E. L., Shah, J., & Gardner, W.. (2008). Prosocial motivation. In Handbook of motivation science: 135149. New York: Guilford Press.Google Scholar
Berry, L. L. (2002). Relationship marketing of services perspectives from 1983 and 2000. Journal of relationship marketing, 1(1): 5977.Google Scholar
Bhattacharya, C. B. (2010). Introduction to the special section on stakeholder marketing. Journal of Public Policy & Marketing, 29(1): 13.Google Scholar
Bhattacharya, C. B., Korschun, D., &. Sen, S.. (2009). Strengthening stakeholder–company relationships through mutually beneficial corporate social responsibility initiativesJournal of Business Ethics, 85(2): 257272.Google Scholar
Bhattacharya, C. B., & Korschun, D.. (2008). Stakeholder marketing: Beyond the four Ps and the customer. Journal of Public Policy & Marketing, 27(1): 113116.Google Scholar
Bhattacharya, C. B., & Sen, S.. (2003). Consumer-company identification: A framework for understanding consumers’ relationships with companies. Journal of Marketing, 67(2): 7688.Google Scholar
Bhattacharya, C. B., Sen, S., & Korschun, D.. (2008). Using corporate social responsibility to win the war for talent. MIT Sloan Management Review, 49(2).Google Scholar
Bosse, D. A., Phillips, R. A., & Harrison, J. S.. (2009). Stakeholders, reciprocity, and firm performance. Strategic Management Journal, 30(4): 447456.Google Scholar
Brickson, S. (2000). The impact of identity orientation on individual and organizational outcomes in demographically diverse settings. Academy of Management Review, 25(1): 82101.Google Scholar
Brickson, S. L. (2007). Organizational identity orientation: The genesis of the role of the firm and distinct forms of social value. Academy of Management Review, 32(3): 864888.Google Scholar
Brickson, S., & Brewer, M. B.. (2001). Identity orientation and intergroup relations in organizations. Social Identity Processes in Organizational Contexts, 49: 4966.Google Scholar
Brown, T. J., Dacin, P. A., Pratt, M. G., & Whetten, D. A.. (2006). Identity, intended image, construed image, and reputation: An interdisciplinary framework and suggested terminology. Journal of the Academy of Marketing Science, 34(2): 99106.Google Scholar
Chakravorti, B. (2010). Stakeholder marketing 2.0. Journal of Public Policy & Marketing, 29(1): 97102.Google Scholar
Crosby, L. A., Evans, K. R., & Cowles, D.. (1990). Relationship quality in services selling: An interpersonal influence perspective. The Journal of Marketing: 6881.Google Scholar
De Wulf, K., Odekerken-Schroder, G., & Iacobucci, D.. (2001). Investments in consumer relationships: A cross country and cross-industry exploration. Journal of Marketing, 65(October): 33.Google Scholar
Donaldson, T., & Preston, L. E.. (1995). The stakeholder theory of the corporation: Concepts, evidence, and implications. Academy of management Review, 20(1): 6591.Google Scholar
Du, S., Bhattacharya, C. B., & Sen, S.. (2015). Corporate social responsibility, multi-faceted job-products, and employee outcomes. Journal of Business Ethics, 131(2): 319335.Google Scholar
Dukerich, J. M., Golden, B. R., & Shortell, S. M.. (2002). Beauty is in the eye of the beholder: The impact of organizational identification, identity, and image on the cooperative behaviors of physicians. Administrative Science Quarterly, 47(3): 507533.Google Scholar
Ellsworth, R. R. (2002). Leading with purpose: The new corporate realities. Stanford University Press.Google Scholar
Fandt, P. M., & Ferris, G. R.. (1990). The management of information and impressions: When employees behave opportunistically. Organizational Behavior and Human Decision Processes, 45(1): 140158.Google Scholar
Foreman, S. K., & Money, A. H.. (1995). Internal marketing: Concepts, measurement and application. Journal of Marketing Management, 11(8): 755768.Google Scholar
Freeman, R. E. (1984). Strategic management: A stakeholder approach. Marshfield, MA: Pitman.Google Scholar
Freeman, R. E., & Velamuri, S. R. (2006). A new approach to CSR: Company stakeholder responsibility. In Corporate social responsibility, pp. 923. London: Palgrave Macmillan.Google Scholar
Garbarino, E. & Johnson, M. S.. (1999). The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships. Journal of Marketing, 63(2): 7087.Google Scholar
George, W. R. (1990). Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level. Journal of Business Research, 20(1): 6370.Google Scholar
Glavas, A., Godwin, L. (2013). Is the perception of “goodness” good enough? Exploring the relationship between perceived corporate social responsibility and employee organizational identification. Journal of Business Ethics, 114: 1527.Google Scholar
Grant, A. M. (2008). Does intrinsic motivation fuel the prosocial fire? Motivational synergy in predicting persistence, performance, and productivity. Journal of Applied Psychology, 93(1): 4858.Google Scholar
Grant, A. M., & Berg, J. M.. (2011). Prosocial motivation at work. In Spreitzer, G. M. & Cameron, K. S., eds., The Oxford handbook of positive organizational scholarship. Oxford: Oxford University Press.Google Scholar
Greening, D. W., & Turban, D. B.. (2000). Corporate social performance as a competitive advantage in attracting a quality workforce. Business & Society, 39(3): 254280.Google Scholar
Grewal, D., & Compeau, L. D.. (1999). Pricing and public policy: A research agenda and an overview of the special issue. Journal of Public Policy & Marketing: 310.Google Scholar
Grizzle, J. W., Zablah, A. R., Brown, T. J., Mowen, J. C., & Lee, J. M.. (2009). Employee customer orientation in context: How the environment moderates the influence of customer orientation on performance outcomes. Journal of Applied Psychology, 94(5): 12271242.Google Scholar
Gundlach, G. T., & Wilkie, W. L.. (2010). Stakeholder marketing: Why stakeholder was omitted from the American Marketing Association’s official 2007 definition of marketing and why the future is bright for stakeholder marketing. Journal of Public Policy & Marketing, 29(1): 8992.Google Scholar
Harrison, J. S., Bosse, D. A., & Phillips, R. A.. (2010). Managing for stakeholders, stakeholder utility functions, and competitive advantage. Strategic Management Journal, 31(1): 5874.Google Scholar
Harrison, J. S., & St John, C. H.. (1996). Managing and partnering with external stakeholders. The Academy of Management Executive, 10(2): 4660.Google Scholar
Hillebrand, B., Driessen, P. H., & Koll, O.. (2015). Stakeholder marketing: theoretical foundations and required capabilities. Journal of the Academy of Marketing Science, 43(4): 411428.Google Scholar
Homburg, C., & Stock, R. M.. (2004). The link between salespeople’s job satisfaction and customer satisfaction in a business-to-business context: A dyadic analysis. Journal of the Academy of Marketing Science, 32(2): 144158.Google Scholar
Hult, G., Tomas, M., Mena, J. A., Ferrell, O. C., & Ferrell, L.. (2011). Stakeholder marketing: A definition and conceptual framework. AMS Review, 1(1): 4465.Google Scholar
Korschun, D. (2015). Boundary-spanning employees and relationships with external stakeholders: A social identity approach. Academy of Management Review, 40(4): 611629.Google Scholar
Korschun, D., Rafieian, H., Aggarwal, A., & Swain, S. D.. (2017). Taking a Stand: Consumer Responses When Companies Get Political, working paper, LeBow College of Business.Google Scholar
Korschun, D., & Welker, G.. (2015). We are Market Basket: The story of the unlikely grassroots movement that saved a beloved business. New York: Amacom.Google Scholar
Laczniak, G. R., & Murphy, P. E.. (2012). Stakeholder theory and marketing: Moving from a firm-centric to a societal perspective. Journal of Public Policy & Marketing, 31(2): 284292.Google Scholar
Levitt, T. (1981). Marketing intangible products and product intangibles. Harvard Business Review, 59 (May- June): 95102.Google Scholar
Lusch, R. F., & Vargo, S. L. (2006). Service-dominant logic: Reactions, reflections and refinements. Marketing Theory, 6(3): 281288.Google Scholar
MacKenzie, S. B., Podsakoff, P. M., & Ahearne, M.. (1998). Some possible antecedents and consequences of in-role and extra-role salesperson performance. Journal of Marketing, 62(3): 8798. doi:10.2307/1251745.Google Scholar
McVea, J. F., & Freeman, R. E.. (2005). A names-and-faces approach to stakeholder management how focusing on stakeholders as individuals can bring ethics and entrepreneurial strategy together. Journal of Management Inquiry, 14(1): 5769.Google Scholar
Miller, D. T. (1999). The norm of self-interest. American Psychologist, 54: 10531060.Google Scholar
Meglino, B. M., & Korsgaard, M. A. (2004). Considering rational self-interest as a disposition: Organizational implications of other orientation. Journal of Applied Psychology, 89: 946959.Google Scholar
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. The Journal of Marketing: 2038.Google Scholar
Podsakoff, N. P., Whiting, S. W., Podsakoff, P. M., & Blume, B. D.. (2009) Individual-and organizational-level consequences of organizational citizenship behaviors: A meta-analysis. Journal of applied Psychology, 94(1): 122.Google Scholar
Post, J. E., Preston, L. E., & Sauter-Sachs, S.. (2002).Redefining the corporation: Stakeholder management and organizational wealth. Stanford: Stanford University Press,Google Scholar
Riketta, M. (2005). Organizational identification: A meta-analysis. Journal of Vocational Behavior, 66(2): 358384.Google Scholar
Sachs, S., & Maurer, M.. (2009). Toward dynamic corporate stakeholder responsibility. Journal of Business Ethics, 85: 535544.Google Scholar
Scott, S. G., & Lane, V. R.. (2000). A Stakeholder Approach to Organizational Identity. The Academy of Management Review, 25(1): 4362.Google Scholar
Sen, S., Bhattacharya, C. B., & Korschun, D.. (2006). The role of corporate social responsibility in strengthening multiple stakeholder relationships: A field experiment. Journal of the Academy of Marketing Science, 34(2): 158166.Google Scholar
Sheth, J. N., & Uslay, C.. (2007). Implications of the revised definition of marketing: From exchange to value creation. Journal of Public Policy & Marketing, 26(2): 302307.Google Scholar
Smith, N. C., Drumwright, M. E., & Gentile, M. C.. (2010). The new marketing myopia. Journal of Public Policy & Marketing, 29(1): 411.Google Scholar
Smith, N. C., Palazzo, G., & Bhattacharya, C. B.. (2010). Marketing’s consequences: Stakeholder marketing and supply chain corporate social responsibility issues. Business Ethics Quarterly, 20(4): 617641.Google Scholar
Sonenshein, S. (2007).The role of construction, intuition, and justification in responding to ethical issues at work: The sensemaking-intuition model. Academy of Management Review, 32(4): 10221040.Google Scholar
van Dick, R., Grojean, M. W., Christ, O., & Wieseke, J.. (2006).Identity and the extra mile: Relationships between organizational identification and organizational citizenship behaviour. British Journal of Management, 17(4): 283301.Google Scholar
van Riel, C. B., & Balmer, J. M. (1997). Corporate identity: The concept, its measurement and management. European Journal of Marketing, 31(5/6): 340355.Google Scholar
van Knippenberg, D., & Sleebos, E.. (2006).Organizational identification versus organizational commitment: Self‐definition, social exchange, and job attitudes. Journal of Organizational Behavior, 27(5): 571584.Google Scholar
Vargo, S. L., & Lusch, R. F.. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1): 117.Google Scholar
Vivek, S. D., Beatty, S. E., & Morgan, R. M.. (2012).Customer engagement: Exploring customer relationships beyond purchase. Journal of Marketing Theory and Practice, 20(2): 122146.Google Scholar
Whetten, D. A., Rands, G., & Godfrey, P.. (2002). What are the responsibilities of business to society. In Pettigrew, A., Thomas, H., & Whittington, R., eds., Handbook of strategy and management: 373408. London: Sage.Google Scholar
Wieseke, J., Ahearne, M., Lam, S. K., & van Dick, R.. (2009). The role of leaders in internal marketing. Journal of Marketing, 73(2): 123145.Google Scholar

Save book to Kindle

To save this book to your Kindle, first ensure coreplatform@cambridge.org is added to your Approved Personal Document E-mail List under your Personal Document Settings on the Manage Your Content and Devices page of your Amazon account. Then enter the ‘name’ part of your Kindle email address below. Find out more about saving to your Kindle.

Note you can select to save to either the @free.kindle.com or @kindle.com variations. ‘@free.kindle.com’ emails are free but can only be saved to your device when it is connected to wi-fi. ‘@kindle.com’ emails can be delivered even when you are not connected to wi-fi, but note that service fees apply.

Find out more about the Kindle Personal Document Service.

Available formats
×

Save book to Dropbox

To save content items to your account, please confirm that you agree to abide by our usage policies. If this is the first time you use this feature, you will be asked to authorise Cambridge Core to connect with your account. Find out more about saving content to Dropbox.

Available formats
×

Save book to Google Drive

To save content items to your account, please confirm that you agree to abide by our usage policies. If this is the first time you use this feature, you will be asked to authorise Cambridge Core to connect with your account. Find out more about saving content to Google Drive.

Available formats
×