The focus of marketing is shifting away from transactional marketing and toward relationship marketing. Companies are beginning to recognize the economic value of stable, long-term customer relationships based on a high degree of customer satisfaction, trust, commitment, and loyalty. The book provides a comprehensive overview of both fundamentals and important recent developments in this fast-growing field. It also presents examples of successful relationship marketing in practice."This book makes a landmark contribution in assembling some of the best contemporary thinking about relationship marketing illustrated with concrete descriptions of companies in the automobile industry, consumer electronics, public utilities and so on, which are implementing relationship marketing. I highly recommend this to all companies who want to see what their future success will require."Prof. Philip Kotler, Northwestern University, Illinois

First published in 1997. Routledge is an imprint of Taylor & Francis, an informa company.

Historically, public relations research has been dominated by organisational interests, treating the profession as a function to help organisations achieve their goals, and focusing on practice and processes first and foremost. Such research is valuable in addressing how public relations can be used more effectively by organisations and institutions, but has tended to neglect the consequences of the practice on the social world in which those organisations operate.

This edited collection adds momentum to the emergent interest in the relationship between public relations, society and culture by bringing together a wide range of alternative theoretical and methodological approaches, including anthropology, storytelling, pragmatism and Latin American studies. The chapters draw on insights from a variety of disciplines including sociology, cultural studies, post-colonialism, political economy, ecological studies, feminism and critical race theory. Empirical contributions illustrate theoretical arguments with narratives and interview extracts from practitioners, resulting in an engaging text that will provide inspiration for scholars and students to explore public relations in new ways.

Public Relations, Society and Culture makes an essential contribution to a range of scholarly fields and illustrates the relevance of public relations to matters beyond its organisational function. It will be highly useful to students and scholars of public relations as well as cultural studies, ethnicity/'race' communication, media studies, development communication, anthropology, and organisational communication. This insightful book will make a significant contribution to debates about the purpose and practice of public relations in the new century.

Much has been written about leadership and team building, but there are still major gaps in thinking and research about how to engage senior stakeholders in support of an organisation's projects. The central role of stakeholders in the successful delivery of organisational strategy is becoming increasingly recognised, as is the importance of developing a sponsor culture to support more collaborative practices within the organisation. Building, and managing, relationships with senior (upwards) stakeholders is essential for success. Advising Upwards brings together the ideas of experts in fields related to engaging senior stakeholders, such as risk management, decision-making, understanding cultural considerations, effective communication and other disciplines that may enhance the sustainable engagement of senior stakeholders. The starting point is an examination of the difficulties that senior managers face as they move through the ranks of an organisation from middle management to executive levels. Senior managers usually move up through the organisation on the basis of command and control management. Once in the executive ranks they must develop a more collaborative approach and adopt the principles of emotional intelligence (EQ) to succeed. Awareness of difficulties that senior stakeholders may face drives effective approaches for communication between the team and sponsors. Case studies and stories from experts illustrate practical, structured approaches that enable the teams to develop robust relationships with senior stakeholders will result in teams 'being heard', and support their 'being extraordinary' through innovative approaches to advising upwards.

-A key title to show how psychology can be used to inform and affect policy - especially timely in the midst of the global pandemic and economic crisis -Covers a range of domains: health, environment, education, economics, work -Illustrated throughout with case studies and major empirical examples, and includes end-of-chapter questions, glossary and key concept boxes -Includes international range of contributors from academic and professional contexts. -Ideal for psychology and non-psychology students, as well as professionals looking for an accessible overview of the key topics. -This edition includes a new chapter showcasing the work of the Canadian Government's behavioral insights unit.

Public relations is a dynamic and rapidly growing field which offers a variety of career paths. Whether you're building the public image of an organisation, developing news and social media strategies, or managing issues for a company or political party, you need strong communication skills and a sound understanding of public relations processes. In this widely used introduction to professional practice, leading academics and practitioners outline the core principles of public relations in business, government and the third sectors. They show how to develop effective public relations strategies and explain how to research, run and evaluate a successful public relations campaign. Drawing on a range of communication and public relations theories, they discuss how to work with key publics, using all forms of media for maximum impact. It is richly illustrated with examples and case studies from Australia, New Zealand, Asia and other countries. Public Relations has been substantially revised and includes newly written chapters on social media, tactics, integrated marketing communication, risk and crisis communication, public relations history, corporate and investor public relations, and law, as well as a new glossary of theoretical terms.

Any business wanting to reach new customers should be embracing public relations to spread their key messages. If you don't, your competitors will. This Authority Guide shows you how to grab the headlines (for all the right reasons), reach huge audiences and grow your business by accessing the media to tell your story.

While public relations practice has become increasingly globalized, scholars are still behind in theorizing about the intersections of culture, communication, and power at this level of practice. This volume emphasizes theories and concepts that highlight global interconnectedness through a range of interpretative and critical approaches to understanding the global significance and impacts of public relations. Providing a critical examination of public relations' contribution to globalization and international power relations, the chapters included here explore alternative paradigms, most notably interpretive and critical perspectives informed by qualitative research. The volume encourages alternative 'ways of knowing' that overcome the shortcomings of positivist epistemologies. The editors include multiple paradigmatic approaches for a more complex understanding of the subject matter, making a valuable contribution toward widening the philosophical scope of public relations scholarship. This book will serve well as a core text in classes in international public relations, global public relations, and advanced strategic public relations. Students as well as practitioners of public relations will benefit from reading the perspectives included here.

"PR Strategy and Application" is a comprehensive and accessible text that situates Public Relations in a 21st century context; as a set of tools not just for corporations but for the activist, the diplomat, the crisis manager, the homeland security officer, as well as the advertising executive and the reputation manager. Winner of the 2010 PRIDE award given by the PR Division of the National Communication Association

Gives detailed treatment of how activists have used public relations including a consideration of how activists have been important to the historical develop of PR

Argues for a move away from a corporate-centric view of public relations and for public relations to be seen as the management of mutually-influential relationships

Emphasizes the importance of stakeholder expectations in shaping organizational actions and being a foundation for discussions between organizations and stakeholders

Emphasizes the perspective that stakeholders and organizations are linked together in a complex networks rather that a series of separate relationshipsAccompanying website includes chapter outlines, a test bank, PowerPoint slides, and useful links for students and teachers

Visit the further resources website for student and instructor materials at www.wiley.com/go/coombs

Images of political leaders as everyday figures, involved in commonplace activities, now form an increasingly important aspect of electoral presentation. This text examines how and why selected political figures have embraced a populist agenda in a social context and addresses the scope and limitations of such an approach in the US and the UK.

Brands, companies, and organizations, much like people, have personalities, and most of what we know and think about their personalities comes through visual identity. A visual identity is the strategically planned and purposeful presentation of the brand or organization in order to gain a positive image in the minds of the public, including - but not limited to - its name, logo, tagline, color palette and architecture, and even sounds. This practical guide explores visual identity from an organizational brand perspective (corporate, non-profit, etc.), rather than a product brand perspective. It not only helps readers to understand the meaning and value of an organization's visual identity, but also provides hands-on advice on how to promote and protect the identity. Each chapter draws from current research and also contains real-world examples and case studies that illustrate the key concepts.

Public relations and the media are in a time of major change. The rise of social media, altered media platforms, evolving legislative environments and new models of communication have altered not only the working environments of public relations and the news and entertainment media, but also many aspects of how these industries work together. Media Relations provides a practical and thorough introduction to media work in this changing environment. Based on a solid understanding of media culture and theory, Jane Johnston shows how to steer a path between the technical and human elements of media relations. She drills down into the different types of media, analysing their applications, strengths and weaknesses, and shows how to target your message to the right media outlets, whether national television, community radio, celebrity magazines or influential blogs. This second edition has been revised throughout and includes new case studies, and new chapters on digital and social media, media campaigns, and legal and ethical considerations.

This volume illustrates the application of rhetorical theory and critical perspectives to explain public relations practices. It provides a systematic and coherent statement of the crucial guidelines and philosophical underpinnings of public relations. Rhetorical and Critical Approaches to Public Relations II addresses the rhetorical/critical traditiona (TM)s contribution to the definition of public relations and PR practice; explores the role of PR in creating shared meaning in support of publicity and promotional organizational efforts; considers the tradition's contributions to risk, crisis, and issues dimensions of public relations; and highlights ethics, character, and responsible advocacy. It uses a rhetorical lens to provide practitioners with a sense of how their PR campaigns make a contribution to the organizational bottom line.

The articles in this special issue address some of the key issues facing research and practice of public relations today. These studies acknowledge the traditional, mainstream public relations research arguments for excellence in public relations according to the symmetry model, and to considerations of the dominant coalition controlling the organization. What are proposed in this issue are responses to these assumptions and suggestions that what might be important to consider are the socio-political context that surrounds the organization, and the notion that power exists in other sites besides the dominant coalition. These articles are--in essence--a conversation or give-and-take between established beliefs and new possibilities for understanding public relations. Further, these studies' important theoretical contribution is their expression in real life situations and case study applications.

Despite its rapid economic development, Japan lacks a large public relations industry and its role is viewed very differently from its Western counterparts. PR functions are handled predominantly in-house and a degree in a PR field is not a hiring requirement for those agencies which do operate. Mainstream PR history focusses entirely on its organizational aspects, and there are no Japanese PR "gurus" defining the field. Public Relations in Japan is the first in-depth scholarly discussion of what political, social and economic conditions affected the development of PR in Japan. Drawing on historical and empirical studies from multiple perspectives, it explores how and why public relations management and education in Japan is fundamentally informed by Japanese working practices. Central to this is the culture of lifetime employment which has created a fundamentally generalist approach to PR practice which discourages a high degree of professionalization.

This book traces a century of militarised communication that began in the United States in April, 1917, with the institution of the Committee on Public Information (CPI), headed by George Creel and tasked with persuading a divided US public to enter World War I. Creel achieved an historic feat of communication: a nationalising mass mediation event well before any instantaneous mass media technologies were available. The CPI's techniques and strategies have underpinned marketing, public relations, and public diplomacy practices ever since. The book argues that the CPI's influence extends unbroken into the present day, as it provided the communicative and attitudinal bases for a new form of political economy, a form of corporatism, that would come to its fullest flower in the "globalisation" project of the mid-1990s.

Advancing Crisis Communication Effectiveness shows how crisis communication plans and efforts for complex and challenging issues benefit when academic perspectives are connected with practitioner experiences. This book brings crisis and public relations scholars together with practicing professionals to integrate academic theories and research with the knowledge and lessons learned on the frontlines of crisis communication and management. This book illustrates how having insights and observations from both leading crisis communication scholars and professionals strengthens crisis management and communication strategies, plans, and coordination. Chapters co-authored by leading scholars and professionals highlight how academic theories and research can inform crisis management and response - and how practitioners can utilize, inform, and strengthen academic theories and research. For each topic area covered, examples and applications are provided that show how integrating public relations scholarship with practice can advance crisis communication effectiveness. This book represents a unique and timely contribution to the field of crisis management and communication. It will be an important resource for public relations and crisis management and communication scholars, educators, professionals, consultants, and graduate students.

Winner of the 2009 Robert Park Book Award for best Community and Urban Sociology book! Branding New York traces the rise of New York City as a brand and the resultant transformation of urban politics and public life. Greenberg addresses the role of "image" in urban history, showing who produces brands and how, and demonstrates the enormous consequences of branding. She shows that the branding of New York was not simply a marketing tool; rather it was a political strategy meant to legitimatize market-based solutions over social objectives.

Measure, manage and get the most out of your marketing. Key Marketing Metrics is the definitive guide to today's most valuable marketing metrics. In this thoroughly updated and significantly expanded book, you will understand the pros, the cons and the nuances of more than 50 of the most important metrics, and know exactly how to choose the right one for every challenge. With leading experts, discover how to build your reputation by: Using marketing dashboards to view market dynamics from multiple perspectives, maximize accuracy, and "triangulate" to optimal solutions Applying high-value metrics for virtually every facet of marketing to maximise the return on your investment and identify the best new opportunities for profit Building models to assist with planning to give you the best tools for decision-making In its third edition, this award-winning book now includes the latest web, online, social, and email metrics, plus new insights into measuring marketing ROI and brand equity.

This supplemental text on PR law is intended to be used with other mass communication textbooks. It is intended for the mass communication law course, which is a mainstay in all accredited programs in mass communication, journalism, broadcasting, telecommunications, public relations, mass media, and related curricula.

The Arab world has engaged in public relations for thousands of years, and the public relations literature provides multiple examples extending from ancient times. However, modern public relations is much more vaguely defined. This is partly because the research surrounding public relations practice in the Middle East remains sparse, especially in the Gulf Cooperation Council (GCC) countries. This book presents a clear picture of contemporary PR practice in this region, providing a background on the evolution of public relations in each GCC country. It shows how environmental factors (historical, cultural, socio-political, and economic) influence practice in the region. It also contributes to public relations scholarship, education, and practice worldwide by providing new perspectives to those unfamiliar with its practice in this region. This book will benefit scholars and practitioners alike through its informed analysis of the strengths and weaknesses of practice in the GCC countries, as well as being of great benefit to the development of professional practice in the region.

This text tackles the subject of human resource management (HRM) in the public sector, bringing together research from a range of respected international authors. Key issues covered include the relationship between HRM and organizational performance, and managing cultural change and the work-life balance.

The ultimate guide to investor relations

Your one-stop resource for everything pertaining to your company's dealings with the investment community, "Running an Effective Investor Relations Department" provides investor relations professionals with essential day-to-day information. From creating and properly communicating a company's investment story, to dealing with both the sell side and buy side of the investment community, to providing guidance, and the form and frequency of that guidance, this authoritative resource covers it all. Addresses every possible area of the investor relations professionIncludes chapters covering disclosure, forward-looking statements, guidance, event management, and twenty other topics Other titles by Bragg: "The Vest Pocket Controller, Accounting Best Practices, Sixth Edition, "and" Just-in-Time Accounting, Third Edition"

Practical and thorough, this book offers the world-class guidance you need to effectively manage your investor relations department.

Accessible and clearly structured, this is the first book to include examinations of public and private law in the discussion about access to foreign laws. With commentaries by an international collection of leading judges in the field, it looks at the practice in a range of countries spread across the globe.

In jurisprudence an exchange of ideas is essential, as there is no monopoly of wisdom. Legal convergence is particularly beneficial to both public law, as constitution building is done in so many parts of the world, and to commercial law, where enhanced communication, trade and information mean that people have to work more closely together. This book:

• examines the theme of judicial mentality and how it helps or hinders recourse to foreign ideas
• raises and addresses the dangers that accompany comparative law and judicial creativity
• looks at the practice in America, Canada, England, France, Germany, Italy, Israel, South Africa and atthe European Court of Justice.

Ideal for practitioners and academics, it is an essential read for those working in or studying jurisprudence at undergraduate or postgraduate level.

Undressing the Ad aims to empower readers to become media literate through the work of deconstructing the consumer culture that surrounds them. By introducing critical scholarship on advertising in a way that is accessible, the book attempts to show how issues of race, class, and gender are expressed in contemporary advertising. The readings in this book take a decidedly critical political perspective and explore how representation in advertising upholds certain economic and political structures and subverts others, and exposes the myth that advertisements are merely messages aimed at selling goods and services. Rather they are texts that shape contemporary culture and shape our images of ourselves.