The Compatibility of the Marketing Concept Within the "Classified" Customer Service Culture of Department of Defense National Testing Laboratories

The role of national defense research laboratories has dramatically changed since the collapse of the Soviet Union and the relaxation of "Cold War" imperatives. As these organizations are seeking new "market oriented" opportunities, the fundamental philosophy and culture of these organizations must be examined in order to determine if such firms, historically dependent on government awards and contracts, can effectively compete in the highly competitive global economy. The purpose of this study is to examine the relative compatibility of the marketing concept with the attitudes and customer service practices of one such highly confidential organization. By initiating such inquiry, it is hoped that other research and inquiry will be undertaken with the goal being to help transition the power of these basic and applied research facilities into the private sector more efficiently.