Marketing communication: principles and practice

I N D E X
380

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business, versus 141–2; complaining
behaviour 61–2; ethical 328, 328–9;
exchange theory and 61; freedom of
choice and 59–60; images of 44;
influence of self-image 157; people as
9, 43; receive and consume 170;
social influences 60–1; as sovereign 2
consumption 4–5, 34, 42, 166;
behaviour 83, 97, 116–17; principles
for different type 328; rational 58
consumption decisions, culture of
marketing environment 116
consumption-based culture,
dysfunctional 335
Control of Misleading Advertisements
Regulations (1988) 336
conventional logic 32
conversational model of corporate life
28
conversation(s) 25, 27–30, 77, 85, 174,
330
conversing corporations, expectations
of 28
cooperation, collaboration, competition
81–2
cooperative process, need creation and
288
‘corporate affairs’ 103
corporate buying behaviour 67–9
corporate communication manager, to
act as boundary spanner 37
Corporate Communication Managing
System 27
Corporate Communication Research
Unit (Salford University) 27
corporate community 105–7, 349
corporate governance, major changes
106, 349
corporate identity 195, 218–21
corporate image 195, 218–21
‘corporate intelligence’ 310
corporate manifesto 197
corporate memory, as planning aid
309–10
corporate public relations, marketing
public relations 208
‘corporate social responsibility’ 106,
349
corporations, colonizing our lives 113;
communication systems of control
26; environment and 80;
environmental afflictions and 344;
Halal and stakeholder model of
349–50; Marketing Communication
Managers and 304; networks and 79,
81, 96, 221
Covey, S. R. 4, 28, 85
credibility, persuasiveness and 133
credibility, of communicator 33
cross-functional coordination,
organization design and 221
cultural assumptions 117
cultural (interactional) approach,
communication and 19
cultural studies 43–4
cultural transformation, debate on
consumerism and 35
culture, communication and 37, 63;
communication as 114–16;
differences in 150; exchange
relationships and 116; marketing and
114
customer, internal marketing
communication and 251–3
customer relationship management
(CRM) 239–40, 312, 346
customers 9, 133, 217, 223, 238, 290;
caring for 234; complaints and 88
DAGMAR model, advertising goals
273
Data Protection Register 189
Day, G. S. 213, 352–4
de Chernatony, L. 152–3, 156–7
decide not to repeat purchase 62
deciders, purchase decision and 67
deciding on the offer (promise),
customers and 290
decision-making, steps to ordered 56
decision-making units (DMUs) 67–8
Deetz, S. A. 12, 24, 26, 344, 348;
managerialism 19, 81, 329–32
defence 115
defensive impression management 207
DeLozier, M. W. 21–2
democracy 26–7, 106, 349
democratic and ‘moral communicative
practice’, working life and 332
deregulation 13
Derwent Valley Foods 299
Diabetics Forum 175
dialogue 140, 231–2, 347, 355
Dichter, E. 177, 269
Diesel concept 38
differentiating 19, 84
‘diffusion’, aggregate adoption 64
direct mail 166
‘discursive closure’ 331
Disney/Pixar film 
Toy Story 2
277
dissonance 55, 151
distorted communication, strategic
manipulation 331