The Impact of Internal Market Orientation on Staff Service Behaviours

The impact of service direction, service training and staff behaviours on perceptions of service delivery are examined. The impact of managerial behaviour in the form of internal market orientation (IMO) on the attitudes of frontline staff towards the firm and its consequent influence on their customer oriented behaviours is also examined. Frontline service staff working in the consumer transport industry were surveyed to provide subjective data about the constructs of interest in this study, and the data were analysed using structural equations modelling employing partial least squares estimation. The data indicate significant relationships between internal market orientation (IMO), the attitudes of the employees to the firm and their consequent behaviour towards customers. Customer orientation, service direction and service training are all identified as antecedents to high levels of service delivery. The study contributes to marketing theory by providing quantitative evidence to support assumptions that internal marketing has an impact on services success. For marketing practitioners, the research findings offer additional information about the management, training and motivation of service staff towards service excellence.

A Low Cost Controller Board for Teaching Robotics

This paper presents the Smarty Board; a new micro-controller board designed specifically for the robotics teaching needs of Australian schools. The primary motivation for this work was the lack of commercially available and cheap controller boards that would have all their components including interfaces on a single board. Having a single board simplifies the construction of programmable robots that can be used as platforms for teaching and learning robotics. Reducing the cost of the board as much as possible was one of the main design objectives. The target user groups for this device are the secondary and tertiary students, and hobbyists. Previous studies have shown that equipment cost is one of the major obstacles for teaching robotics in Australia. The new controller board was demonstrated at high-school seminars. In these demonstrations the new controller board was used for controlling two robots that we built. These robots are available as kits. Given the strong demand from high-school teachers, new kits will be developed for the next robotic Olympiad to be held in Australia in 2006.