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Conventionally, marketing is seen as a business function. The goal is to identify the needs and wants of consumers, determine which target markets to serve, design appropriate products, services and programs, and then publicise and deliver these offerings. This view of marketing is important, but it is a partial view. The discipline is more than a business function - it is also embodies "an attitude of mind". Everyone in the organisation is encouraged to focus on customers. The goal is to create customer satisfaction profitably by building valued relationships with customers, clients, suppliers, distributors, and others. This is about shaping attitudes and behaviour among all employees, not just those whose business function is formally described by the marketing label. This underscores the fact that the principles of marketing have a central role to play in contemporary businesses such as Qantas and within society. In many ways the current marketing activities within Qantas...

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