see alsoDisney theme parks
European Operations Gatwick
(EOG), 487
Extended enterprise model, 164
Fairtrade Foundation, 204, 206
Financial and investor influence
markets, 239–41
First Direct:
customer referrals, 225
customer satisfaction, 7
employee training, 311
Fisons (case study 4.2), 249–51, 268
attitude to influence groups, 10
background, 268–70
disagreements with FDA, 273,
279–80, 282, 284
financial results, 277–9
management performance,
270–2
peat business, 274–7
post-Kerridge era, 281–6
Food and Drugs Administration
(FDA), US, 273, 278, 279–80,
282, 284
Franchise system, Body Shop, 293
General Electric (GE) Appliance
Division, Answer Centre,
40–1
Global competition, need for
relationships, 12
Government/firms alliances, 16
Greenpeace, profile, 140
Guardian Royal Insurance,
marketing network, 36
H. Samuels (jewellers), acquired by
Ratners, 257
Hedging, in nickel market, 213
Heinz, building consumer
relationships, 41
Honda, collaboration with Rover,
10–11, 163–4
Horizontal partnerships, 164
House of Lean Production
framework, 189, 191
Household insurance market, UK,
119
Human resource management, and
marketing, 319Influence markets domain, 9–10,
221, 235–7
competitor organizations, 242
developing relationships, 244–5
environmental organizations, 241
financial and investor
organizations, 239–41
major categories, 237–9
political and regulatory groups,
242–3
strategic credibility, 243–4
Innovation, supplier-led, 166
Insurance, seeHousehold insurance
market, UK; Motor insurance
market
Insurance brokers, 115, 117
Intermediary, definition, 34
Intermediary market domain, 25
Internal customer concept, 315–16
Internal market:
application of traditional
concepts, 317–18
culture, 313–16
developing relationships, 323–5
empowerment of staff, 322–3,
408
importance, 408
management competencies, 321
and organizational design,
318–21
scope, 316
service quality, 316
Internal market domain, 8, 15,
302–3, 312–13
International Coffee Agreement,
196, 197504 Index