bluuebunny/crossref_metadata_2025 huggingface dataset:
How can technology help? Interviews with library directors
Authors: Beth Lavagnino Merri
Published: July 2002

Technology plays an ever‐increasing role in all organizations today, and libraries are no exception. But who knows best what technology can do to assist libraries? This series of “IT I‐V” columns will attempt to find out what needs to be done, from those who develop, fund, sell, purchase, implement, manage, and use information technology for libraries. We will interview various constituencies to find out what challenges they are experiencing that could be assisted by technology, or what technologies they are developing to assist different professional challenges.
E‐reference: incorporating electronic publications into reference
Authors: Young Courtney L. , Diaz Karen R.
Published: July 2002

The traditional work of reference librarians has been greatly impacted by access to electronic publications on the World Wide Web. Reference librarians are also using the Web to create electronic publications for in‐library users and Web surfers. By creating HTML documents that provide access to Web and other electronic resources, reference service is extended beyond the physical library and designated reference desk hours, opening the building for 24‐hour access.
Publishing on the Web: creating a local reference tool
Authors: Hollis Deborah R. , Jobe Margaret M.
Published: July 2002

With the aid of seed money from a federal grant, librarians at the University of Colorado at Boulder (CU Boulder) developed an online statistical abstract called Colorado by the Numbers (CBN). The last print version of the Colorado Statistical Abstract was published in 1987. CBN provides updated socio‐economic data about the state and its counties on the Web. Librarians have gone beyond the acquisition and maintenance of traditional printed information sources to producing tailor made resources that meet the information needs of their local community. The CBN design and management model is discussed.
The meaning of publishing, speed, capacity and processing power
Authors: Gilheany Steve
Published: July 2002

Publishing has been defined as a way to make information widely available to the public. Our formerly mechanical world required many preliminary actions, such a typesetting and proofing, which became associated with the meaning of publishing. Electronic publishing makes is possible to make anything available to the world instantly with no preliminary preparation. Under these circumstances, materials can be divided between text posted to the Internet and works published with preliminary preparation. The local loop of the telephone line defines the speed of the Internet for most people. The local loop has lacked the speed to make flipping through pages in books or full motion video available over the Internet. Storage systems for electronic documents have defined large‐scale document storage and video storage as too slow, too unreliable, and too expensive to be consistent with the free paradigm of the Internet. The demands for processing power by electronic gaming are opening the way to publish interactive simulations as a means of expression. Increases in speed, capacity, and processing power will add new document types to the meaning of electronic publishing.
Considerations in the choice of an Internet search tool
Authors: Vaughan Jason
Published: July 2002

In an effort to better speculate whether a certain set of factors plays a role in information professionals’ choice of Internet search tools, this article describes a survey conducted by the author of MSLS/MSIS graduate students and professional librarians at the University of North Carolina at Chapel Hill. Background discussion on Internet search tool design, usability, field testing, and future development is provided. Two sets of factors were defined for this study, one describing utility functions of search tools, the other describing the convenience or ease of use of search tools. The survey reveals a trend in choosing a preferred Internet search tool based on utility factors as opposed to convenience factors. It also suggests a preference for search engines as opposed to subject catalogs. Comprehensive, encompassing results are found to be more important than ease of use of a particular search tool.
Ethics in an age of changing technology: familiar territory or new frontiers?
Authors: Cottrell Janet R.
Published: July 2002

Rapid advances in computer technology led computing and philosophy professionals in the late 1980s and early 1990s to examine, with considerable debate, whether new or substantially different ethical dilemmas were being created as new technologies were deployed. In librarianship, however, the effort to keep up with the steady flow of new technologies may have worked against a systematic examination of new ethical issues. This article reviews the literature to examine whether new technologies have indeed created new ethical dilemmas in librarianship. Four possible areas of concern are identified (privacy and confidentiality, acquisitions and collection development, archiving and preservation, and deskilling and gender bias). The implications for the profession are discussed.
XML and better Web searching
Authors: Jackson Joe , Gilstrap Donald L.
Published: July 2002

This article addresses the implications of the new Web meta‐language XML for World Wide Web searching. Compared to HTML, XML is more concerned with structure of data than documents. These XML data structures, especially when declared in document type definitions, should prove conducive to precise, context rich searching. Some of the directions the XML language is intended to move are briefly covered. Additionally, trends in World Wide Web development with respect to beta versions of the XML language are discussed.
Partnering with distributors to stimulate sales: a case study
Authors: Weber John A.
Published: July 2002

Business to business marketers tend to view distribution as the weakest link in the marketing chain. Furthermore, strategies to improve distribution tend to be under‐emphasized in the typical business marketing plan. These factors underline the need for more creative thinking about alternative ways to improve distributor performance. Building closer relationships with distributors can be one effective vehicle for accomplishing this and at the same time enhancing a company’s overall competitiveness. Using a case study, this paper reviews how one highly successful paper company has partnered with its distributors (paper merchants) in order to enhance sales performance.
The direction of marketing relationships
Authors: Rich Michael K.
Published: July 2002

The evolution from transaction marketing to relationship marketing in recent years has resulted in research indicating the need for more rigorous databases and greater utilization of current computerized tracking systems. Relationship selling has been examined and the results stress long‐term perspectives to the dyadic exchange process to enhance sales results. Considering the role of trust and culture in the relationship marketing process would indicate the need to pursue future research into a deeper understanding of the customer. Seeking knowledge of a customer’s personal feelings concerning their comfort level with various communication approaches could enhance the reception of messages crafted for them. The discipline needs to move beyond the numbers to a more abstract analysis of the customer as an individual with specific feelings toward various marketing approaches.
Sales force automation usage, effectiveness, and cost‐benefit in Germany, England and the United States
Authors: Engle Robert L. , Barnes Michael L.
Published: July 2002

A 42‐question survey on usage and beliefs regarding sales force automation (SFA) was collected, along with actual sales performance data, on 1,641 sales representatives of a large international pharmaceutical company in Germany, England, and the United States. The relationships between beliefs and usage and individual sales performance were examined both within and across countries and a cost‐benefit analysis completed. Factor analysis identified five usage groupings including: Planning and territory management; Administration and external information exchange; Within company communication; Active sales tool; and Passive sales tool. Significant usage, belief, and performance differences between countries were found, with the use of SFA explaining 16.4 per cent of the variance in sales performance across countries. General findings indicated that management and representatives believed SFA to be useful. US$22.2 million in sales increases were found to be attributable to SFA usage. At the same time, non‐discounted cash flow payback periods were found to range from 6.2 to 7.4 years. Potential contributing factors and implications are discussed.
Crossing the border: testing a negotiation model among Canadian exporters
Authors: Mintu‐Wimsatt Alma , Calantone Roger J.
Published: July 2002

The interdependence of economies has led many researchers to examine whether US business practices are universal. Various models and scenarios have been investigated in an attempt to further understand foreign business counterparts. This paper utilizes a previously developed US‐based model on the problem‐solving approach in negotiation and tests its applicability among Canadian industrial exporters. The authors found that the sample’s problem‐solving orientation was highly influenced by two sets of factors: individual as well as organizational factors. Consequently, it seems that within the context of the problem‐solving orientation, Canadian exporters share similar patterns of behavior to those of their US counterparts.
Positioning strategies in business markets
Authors: Kalafatis Stavros P. , Tsogas Markos H. , Blankson Charles
Published: July 2002

Tests the relevance of positioning within the domain of business marketing through the application of a new typology of positioning strategies. The proposed typology is tested in a well‐established market sector which is characterised by commodity products and consequently the research deals with positioning as applied to actual companies rather than specific brands. Our results offer strong support as to the stability of the proposed typology and the relevance of the concept of positioning in business markets. The authors suggest that although business positioning is predominantly determined by hard criteria (e.g. product quality) and relationship building factors (e.g. personal contact), other considerations such as company structures (i.e. geographical coverage), breadth of offerings and degree of integration (i.e. location in the distribution chain), also play an important part. Finally, we offer support to the claim that, level of familiarity with a specific company is a contributing factor to perceptions of the pursued positioning strategies.
Revitalizing Your National Account Marketing Program
Authors: Boles James S. , Pilling Bruce K. , Goodwyn George W.
Published: July 2002

The decision to establish or retain a national account marketing
program is one faced by many firms whose product or service is sold
through a business‐to‐business salesforce. Unfortunately, it is often
difficult to determine whether the benefits obtained from establishing
and/or maintaining a national account program outweigh the costs. This
audit provides a structured approach to help firms decide if a NAM
program is right for their particular company. Although, because of
differences between firms, it is difficult to establish absolute
decision rules, the audit can help a company decide whether to
establish/maintain a national account marketing program.
Integrating QFD, AHP and Benchmarking in Strategic Marketing
Authors: Hua Lu Min , Madu Christian N. , Kuei Chu‐hua , Winokur Dena
Published: July 2002

Develops a strategic planning framework for long‐range marketing
policy making. Uses this framework to explore the relationship between
marketing orientation and total quality management and extends Kotler′s
model of three types of marketing strategic orientation on the
perspective of total quality management. Uses two group consensus
management techniques (quality function deployment and analytic
hierarchy process) and competitive benchmarking to demonstrate how a
particular company can make a decision on which strategic marketing
orientation to adopt. Furthermore, shows how a company can evaluate
itself relative to its competitors on the basis of strategic marketing
orientation.
Serving Your Customers′ Corporate Culture
Authors: Kitchell Susan , Mayer Charles S.
Published: July 2002

In the 1990s, computerized manufacturing equipment vendors will
continue to operate within an increasingly competitive environment as
technologies mature and product variety proliferates. Against this
climate, recommends a critical marketing tool that offers manufacturers
a sustainable market advantage, namely, serving the customer′s corporate
culture for market gain. Depicts a systematic approach for computerized
manufacturing equipment vendors to observe, interpret and monitor their
customers′ corporate culture, and enables them to formulate marketing
strategies based on this knowledge. Also presents corporate cultural
norms which characterize intensive users of computer‐manufacturing
equipment.
The Use of Customer Portfolio Theory
Authors: Yorke David A. , Droussiotis George
Published: July 2002

The development of a customer portfolio is a logical process for
the development of a business. Conceptual work, using a range of
independent variables, has been undertaken in the past decade but few
(if any) results of its application have been documented. Shows how a
fabric supplier has developed a system for customer portfolio
construction based on current profitability and the nature of the
current relationships between itself and garment manufacturers. Details
the costs, together with more qualitative variables, used in the system.
Provides suggestions for future resource allocation.
The Americans with Disabilities Act 1990
Authors: Owens Swift Cathy , Way Jane P. , Wayland Robert
Published: July 2002

Explains for sales managers the provisions of the Americans with
Disabilities Act 1990, which provides protection for all disabled US
citizens. Provides guidelines for industrial sales managers to ensure
that they conform with the new legislation, Title I of which protects
the disabled from employment discrimination.
Defense Conversion – The Economic Conversion of the World
Economies
Authors: Clark Woodrow W.
Published: July 2002

Discusses the military‐defense industry conversion in the USA,
particularly the state of California. Describes specific American
federal and state programs which link and co‐ordinate the effort. Argues
that the basic economic structure of post‐Cold War America has been
changed dramatically forever. Out of defense conversions are emerging
new economic opportunities which will change the USA and affect world
economies. Meanwhile, the US has much to learn from European (and Asian)
economic programs.
International Distributors and the Role of US Top Management
Authors: Fram Eugene H. , Ajami Riad A.
Published: July 2002

Many manufacturers use informal approaches to engage new
international industrial distributors, relying on phone contacts,
correspondence and bank referencing to gather background information.
Reports on a study to determine the desirability of top managers taking
time to visit new international distributors in order to develop a
contract and to lead in building interpersonal relationships. Commercial
attachés or senior embassy officials were interviewed to obtain
their perspectives on the proper role of American top managers in the
development of international distributor contracts. Nearly all concluded
that a managerial visit was necessary to conduct contract negotiations.
About one‐quarter of the respondents felt that top officials from
American firms needed to be involved. The majority reported the issues
could be negotiated by any level manager who had power to act decisively
on contract matters. In most cases, however, long‐term contracting
responsibilities are usually reserved for people with top management
status. Consequently, another international travel duty for top managers
may be developing.
How to create advertising that works
Authors: Rogers Stuart C.
Published: July 2002

Many senior business people in the USA believe that some 90% of all
advertising does not do what it is intended to do. The common reasons
are the basic ineptitude of many people charged with creating
advertising, objectives and goals inadequately set, advertising created
primarily to win awards for creative excellence, ignorance of basic
rules, and lack of a comprehensive advertising work plan. Enumerates 28
types of advertising media, with suggestions on how to package an
advertising message. Then, through six basic rules and three supplements
provided, a 15‐item outline for an advertising work plan, and a 60‐tip
checklist of practical pointers, shows the reader how to create
advertising copy that does not have to be sent back for endless
revision, and can significantly contribute to customer volume and
business profits.
Managing the industrial salesforce culture
Authors: Jackson Donald W. , Tax Stephen S.
Published: July 2002

The concept of culture has been an important subject of managerial
interest over the past decade, yet little has been written about how
culture can be managed within the industrial salesforce. Describes the
key components of a salesforce culture and explains the characteristics
of a well‐managed salesforce culture. Finally, develops suggestions for
managing the industrial salesforce culture around three strategic
factors: planning, implementation and control. Concludes by providing
some guidelines for further research in this important area.
Business and industrial marketing: past, present and future
Authors: Lewin Jeffrey E. , Johnston Wesley J.
Published: July 2002

With the publication of Volume 10 Number 4 1995, the Journal of Business & Industrial Marketing (JBIM) celebrated its tenth anniversary. Over the years, JBIM has emerged as a leading journal in the area of business‐to‐business marketing. To commemorate this achievement, examines the contributions of the Journal of Business & Industrial Marketing to the marketing field, in general, and to the more specific sub‐area of business‐to‐business marketing in particular. To accomplish this, reviews the origins of JBIM and provides an analysis of the nature of the articles published and contributors’ backgrounds. In addition, presents an overview of the journal’s history, contributions and content, along with some interesting summary statistics. Finally, discusses JBIM’s past and present objectives, as well as its current positioning, recent developments and future directions.
The effects of organizational restructuring on industrial buying behavior: 1990 and beyond
Authors: Lewin Jeffrey E. , Johnston Wesley J.
Published: July 2002

With a few exceptions, the extant literature lacks substantive analysis of the ways downsizing and outsourcing impact on organizational structure and the roles and behaviors of organizational members. This is especially true of research focussing on organizational buying behavior. Provides an important step toward increasing our understanding in these areas by proposing a model of some of the conceptual linkages between current organizational downsizing and outsourcing initiatives and organizational structure and buying behavior. Develops theoretical arguments along with a set of propositions concerning the likely effects of downsizing and outsourcing on organizational structure, as well as on buying centre structure, membership, and shared authority, and on purchase participant role conflict, motivation, and risk aversion. Aims to encourage future conceptual and empirical analyses of these important relationships and linkages.
Mapping strategic groups: an international example
Authors: Feka V. , Xouris D. , Tsiotras G.
Published: July 2002

The Greek dairy industry, with more than 1,000 companies, is extremely dynamic and developing, and it is presumably attractive to some investors, usually big foreign companies. The question of great interest is which cluster of the industry should they compete with, and what changes will that potential entrance cause to the industry. Uses the strategic group theory to cluster firms in this industry into groups, as a first approach to investigate this industry. That provides a better approach of understanding and evaluating the industry’s potential as well as useful information of the current situation and the future changes.
Power as a predictor of industrial complaining styles in a buyer/seller relationship: the buyer’s perspective
Authors: Hansen Scott W.
Published: July 2002

With continued growth in the industrial market being an important issue, firms need to maintain and expand their existing customer base. Careful consideration and evaluation of customer complaints are essential to this concern. An industrial marketer must develop appropriate policies and procedures for responding to buyer complaints to reduce the probability that the industrial buyer will switch marketers or engage in complaint responses that may damage the marketer’s reputation. Identifies four complaining styles used by industrial buyers in response to a dissatisfying experience. Tests several marketer power bases as predictors of the four complaining styles.
Evaluation of foreign products by US international industrial buyers
Authors: Saghafi Massoud M. , Puig Rosa
Published: July 2002

Evaluates the perception of US industrial purchasers of products of industrialized countries and major Latin American nations. Shows that price is the only perceived strength of Latin American products while quality and delivery variables constitute the perceived core competency of products manufactured in advanced economies. Japan leads the world in perceived positive product attributes. Even industrial buyers who have never purchased from Latin America perceive the products of the region as technologically‐inferior and price‐superior compared to products made in advanced countries. Proposes that country‐of‐origin cue is still an important factor in industrial purchase decisions.
Salesforce automation and the adoption of technological innovations by salespeople: theory and implications
Authors: Parthasarathy Madhavan , Sohi Ravipreet S.
Published: July 2002

In the past few years, organizations have spent millions of dollars adopting salesforce automation (SFA) systems, and this trend continues to grow. Despite its significance, very little academic research has been devoted to understanding the factors that can influence the adoption and implementation of SFA systems. Contends that SFA is a two‐stage process that involves adoption at: (a) the organizational level, and (b) the level of the individual salesperson ‐ with organizational adoption preceding individual salesperson adoption. Draws on diffusion theory and the existing SFA trade literature to discuss factors that can influence SFA adoption at both these levels and their implications for management.
Business relationships: an examination of the effects of buyer‐salesperson relationships on customer retention and willingness to refer and recommend
Authors: Boles James S. , Barksdale Hiram C. , Johnson Julie T.
Published: July 2002

Examines the effect of the quality of a salesperson’s relationship with a customer on the likelihood of retaining that customer’s business. Assesses the effects of high/low‐quality buyer‐salesperson relationships on obtaining referrals and recommendations from a customer. Results indicate that buyers who rated the quality of their relationship with their salesperson as above average were more likely to remain. In addition, above average buyer‐salesperson relationships were more likely to generate recommendations and referrals from customers. Suggests that a salesperson’s efforts to build relationships are rewarded by greater customer retention and increased business through referrals and recommendations.
Strategic segmentation of industrial markets
Authors: Sudharshan D. , Winter Frederick
Published: July 2002

Suggests that the strategic segmentation of industrial markets begins with an understanding of customers’ strategies. Reviews the existing literature on industrial marketing segmentation and analyzes a survey of industrial buyers. An empirical study supports the underlying contention that firms following similar product strategies will also practice similar buying strategies. The study asserts that the customers’ customers dictate purchasing behavior and suggests that industrial marketers should select ultimate markets which fit their strategic growth strength.
Users’ role in the purchase: their influence, satisfaction and desire to participate in the next purchase
Authors: Tanner John F.
Published: July 2002

Buying center literature assumes that users are part of the purchase process. This study examines that assumption by exploring the role of the user in the purchase. Because purchases are made within the context of the history of previous purchases, understanding process satisfaction may be as important as satisfaction with the product. Therefore, this study also examines user satisfaction with the product and purchase process. Findings indicate that not all users participate, and those who do achieve little individual influence. Collectively, though, users are important in the early stages of the decision. There was, however, no differences in satisfaction between users and non‐users with either process or product. Implications include focusing on users to get decision processes started.
Brand managers’ relations with industrial service providers in pharmaceutical and other companies
Authors: Panigyrakis George G. , Veloutsou Cleopatra
Published: July 2002

Focuses on the relations that product managers, as industrial buyers, develop with industrial service providers (advertising, promotional and marketing research agencies, lawyers, other consultants and distribution channels) in different business sectors in Greece. Investigates how brand managers in the pharmaceutical and other fast‐moving consumer goods industries view their relationships with their various interfaces, by analysing the allocation of their working time, the level of contact, and the perceived significance and quality of relationships with their interfaces. The results indicate that there are differences in the development of relationships amongst the sectors analysed.
An exploratory examination of the relationship between channel support mechanisms and relational norms in an international context
Authors: Paswan Audhesh K. , Young Joyce A.
Published: July 2002

Empirically examines the validity of three of Macneil’s relational norms within the context of Indian buyer‐seller relationships. Finds initial evidence to suggest that the underlying structure of relationalism between buyers and sellers in India possesses both an immediate and a long‐term perspective, tangible and intangible monitoring, and general versus specific performance expectations. Indicates that both the current degree of trust and long‐term relational perspective are positively associated with more strategic and marketing‐related support mechanisms offered to channel members. Conversely, only long‐term orientation and tangible monitoring concerns manifest themselves through tactical support to channel members. The remaining three sub‐dimensions which are more related to performance aspects of relational norms are not directly associated with channel member support.
A triadic network approach to service quality
Authors: Svensson Göran
Published: July 2002

The unidirectional measurement and evaluation of the service quality in a specific service encounter is not enough to understand the existing service quality between two actors in a dyadic service encounter. Furthermore, a bi‐directional approach may not always be sufficient to understand the service quality in a specific service encounter. The incorporation of a third actor may improve the understanding of service quality in dyadic service encounters. Therefore, a method is applied to analyze the dynamics of service quality in triadic business networks.
Validating the retail service quality scale for US and Korean customers of discount stores: an exploratory study
Authors: Kim Soyoung , Jin Byoungho
Published: July 2002

This exploratory study was designed to determine whether the retail service quality scale could be validated in a discount retail setting in the USA and Korea. Two convenience samples of US and Korean college students provided the data for the study. A multisample analysis supported that the same three dimensions of service quality existed in both samples, but the measurement model was not equivalent. Confirmatory factor analyses suggested that consumers in both cultures did not make a distinction between the personal attention and the problem solving dimensions. In addition, the policy dimension was not observed in either sample. Examination of the means of the dimensions indicated differences between the USA and Korea in the way consumers perceived the service quality of discount stores.
What Marketers Can Learn from the Tin Man
Authors: Dubinsky Alan J.
Published: July 2002

Customer contact personnel (CCP) play a significant role in the success
of any industrial or consumer service organization. A key task of CCP is
to be attentive, respectful, empathic, and civil toward customers. Many
service organizations, however, seemingly overlook this critical, yet
low‐cost, approach for enhancing customer satisfaction and favorable
word‐of‐mouth promotion. Using The Wizard of Oz as an allegory,
discusses the importance of CCP displaying appropriate behavior toward
customers and offers a process for fostering such behavior within an
organization.
Retail Sales Training
Authors: Pettijohn Linda S. , Pettijohn Charles E.
Published: July 2002

The retail environment of the future is likely to be increasingly
competitive. Department and specialty stores must provide services which
distinguish them from the competition. One method that may be used in
attaining a distinctive position entails the development of a
well‐trained, skilled retail salesforce. Examines retail sales training
from the perspectives of 202 retail salespeople employed by full‐service
retailers. Provides insight into the amount of training which should be
provided and the topics which should be included in sales training
programs.
A Consumer Complaint Framework with Resulting Strategies
Authors: Dolinsky Arthur L.
Published: July 2002

Introduces a framework for conceptualizing consumers′ complaints about
different service attributes. Depending on where different attributes
are found in the complaint intensity outcome grid, different strategies
are suggested. The strategies range from a very aggressive
immediate‐focus strategy to a very passive continue‐on‐present‐course
strategy. Uses student complaint data to demonstrate the value of the
framework.
Marketing financial services to mature consumers
Authors: Kennett Pamela A. , Moschis George P. , Bellenger Danny N.
Published: July 2002

The aging population in the United States makes skill in marketing
to the mature consumer increasingly important. The biophysical and
psychosocial aging process creates a need for specific strategies to
address the changes brought on by age. Attempts to ascertain the degree
to which the financial services industry recognizes some of the needs of
the elderly market and the degree to which marketing programs are
addressing these needs. The results show that financial services
marketers have been slow in implementing strategies which might help
them better attract and serve the mature consumer, when compared with
other industries. While this industry has done an excellent job in
developing products which appeal to older consumers, they appear to be
lacking in special assistance to mature consumers and training to
support such assistance. Provides managerial implications stressing
specific areas for improvement.
The effect of perceived service quality and name familiarity on the service selection decision
Authors: Arora Raj , Stoner Charles
Published: July 2002

Considerable attention has been focussed on the measurement of service quality. In fact, the 1990s has been referred to as the era of customer service. However, little empirical research has been done to demonstrate the impact of service quality on usage decisions. Product (brand or service) name familiarity is another variable that has been recognized as having a major influence on the choice of products (services). Reports the findings of an experimental study investigating the impact of service quality and name familiarity on the respondents’ attitudes and intention to use these services.
A decision model for marketing research relationship choices
Authors: Boughton Paul D. , Nowak Linda , Washburn Judith
Published: July 2002

Points out that collaborative relationships, such as partnering between service suppliers and client firms, are often seen as a strategy for improving quality and reducing costs. Yet, successful relationship building depends on situational factors that serve to nurture and sustain the relationship. Sets forth a proposed framework and develops a decision model that managers can use to improve the process for deciding whether or not to partner with research suppliers. Understanding what it takes to make a partnership effective will enable managers to avoid unproductive and costly mistakes in relationship building.
Effects of music in service environments: a field study
Authors: Duncan Herrington J.
Published: July 2002

Reports the findings of a controlled field study examining the effects of background music on shopping behavior in a traditional service environment: a supermarket. Finds that musical preference influenced both the amount of time and money shoppers spent in the service environment, although musical tempo and volume had no observable effects. Provides additional insight into the effects of background music on shopping behavior as well as some important considerations for the design of retail and service environments and ambience.
Benchmarking measures of customer satisfaction, quality and performance for new financial service products
Authors: Edgett Scott , Snow Kim
Published: July 2002

Addresses the issue of measuring the success of new products in a service environment by examining a number of measures under the three broad categories of customer satisfaction, quality and performance. Reports on the perceived effectiveness of different measurement approaches by benchmarking techniques currently in use in the financial services industry, by determining how informative management finds them, by isolating measurement approaches which are the most useful, and by identifying measurement approaches which are still needed. Confirms that service companies continue to employ many traditional success/failure measures, but that these are gradually being supplemented with new tools as executives begin to realize that strict profitability criteria are no longer enough to gauge the real success of service offerings.
Determining advertising budgets for service enterprises
Authors: Fairhurst Ann , Gable Myron , Dickinson Roger
Published: July 2002

While numerous classifications have been proposed to differentiate goods from services, equivalent research on classification systems that could be used both for goods and services has not been explored. Today, in many instances, consumers can select either a physical good or a service to fulfill their needs. Consequently, marketers of services may gain strategic insights by investigating the similarities between goods and services as well as differences. Presents a unified taxonomy that classifies services into convenience, preference, shopping and specialty categories according to customer perceptions of perceived risk, purchase effort and involvement. For this study, 168 subjects evaluated eight services that represented the four categories. Results indicate that this classification system may be as useful in categorizing services as it has been for categorizing goods. Findings suggest that examining services from a consumer point of view offers alternative strategies for the service provider. The level of risk, purchase effort and involvement varies among types of services, not just between services and goods. Therefore, service managers are advised to examine their service from a consumer perspective to identify potential competitors and design effective marketing strategy.
The effect of the servicescape on customers’ behavioral intentions in leisure service settings
Authors: Wakefield Kirk L. , Blodgett Jeffrey G.
Published: July 2002

SERVQUAL, an instrument developed by Parasuraman, Zeithaml and Berry, is currently the most popular measure of service quality. Compares these original studies with subsequent research employing the SERVQUAL instrument. Analyzes its psychometric properties to gain some basic insights into the overall utility of this measure, and offers directions for its use in future research. Discusses managerial implications and recommendations resulting from these analyses.
Consumer evaluations of fast‐food services: a cross‐national comparison
Authors: Lee Moonkyu , Ulgado Francis M.
Published: July 2002

A growing number of US fast‐food franchises are expanding operations to overseas markets. Critical to the success of these service firms is an understanding of the way consumers in foreign markets evaluate their services. Reports the findings of a study that examined and compared the expectations and perceptions of US customers with those of South Korean clients about an international fast‐food chain. Reveals several important differences between the two groups of customers. Discusses the implications of the results for US fast‐food companies in international markets.
Using norms to improve the interpretation of service quality measures
Authors: Brown Tom J.
Published: July 2002

The assessment of service quality has proven to be an important consideration for managers and researchers. The dominant service quality framework posits that consumers consider both their own expectations and service provider performance when evaluating service quality. In recent years, however, debate has emerged on how this comparison process should be operationalized and comparative analyses have been performed to assess the psychometric properties and diagnostic usefulness of different operationalizations. Reviews problems in the interpretation of service quality measures and demonstrates the additional diagnostic meaning imputed to service quality scores through the development of measurement norms using a case analysis in a professional services context. Offers recommendations on the measurement of service quality.
Taking advantage of barter in radio
Authors: Vaccaro Joseph P. , Kassaye W.W.
Published: July 2002

Provides an examination of the importance of barter in the radio industry based on a systematic random sample of 195 radio stations within the continental USA. Describes how data were collected to assess the prevalence of barter in the industry. Analyzes the managerial decisions pertaining to barter to provide basic understanding of barter programming and its role in the station manager’s strategic planning. Concludes that station managers are using barter more and more to reinforce their product offerings and reduce the squeeze on cash flow. Providing programming that hits the right people continues to be a challenge for station managers.
Product management and the marketing of financial services
Authors: Strieter Jeffrey , Gupta Ashok K. , Raj S.P. , Wilemon David
Published: July 2002

One of the most important developments in banking is the increased emphasis on marketing a wide array of financial services. This emphasis has led to the adoption of the product management system in one form or another by many large, full‐service commercial banks. The transition to a product management system has required banks to change how they organize and manage their operations. Examines several of the major challenges and issues faced by product managers in the banking environment, namely, the identification of the product managers’ task responsibilities; the role of organizational support in facilitating product management; the influence of organizational culture; and the impact of power and conflict on product managers and the product management system. Also examines how product managers assess their job performance, work satisfaction, and the performance of the overall product management system in their bank. Develops directions for future research as well as several managerial recommendations to improve product management performance in banking.
Searching for information in marketspace: does the form ‐ product or service ‐ matter?
Authors: Venkatraman Meera , Roy Dholakia Ruby
Published: July 2002

Posits that companies offering services that directly compete with products are particularly interested in whether the form of the offering ‐ service or product ‐ affects the behavior of consumers. Compares in two tightly designed and rigorously implemented experiments, consumers’ information search behavior for services that compete with products. Finds that: the critical difference between services and products is not that personal sources are used more for services but that impersonal sources are used less; there are similarities between products and services in search patterns; and with greater knowledge about the service, product and service search does not look very different. Finally discusses implications of these findings for managerial action.
Radio advertising information strategy: differences between services and products
Authors: Abernethy Avery M. , Gray James I. , Butler Daniel D.
Published: July 2002

Discusses how basic differences between services and products may affect advertising strategy and tactics. Examines a large number of broadcast radio adverts to study the information strategy used in service and product advertisements. Posits that the information commonly used in adverts for services and products was found to differ sharply. Presents one rationale for these information differences using concepts from the services literature. Offers suggestions for improving broadcast advertising effectiveness for service marketers.
Service quality as a competitive opportunity
Authors: Inhofe Rapert Molly , Wren Brent M.
Published: July 2002

Quality has progressed from a rough conceptualization of a tactical problem to a viable competitive opportunity that should be maximized strategically. We discuss the viability of quality as a sustainable competitive advantage. Based on a longitudinal study of general service hospitals, we provide results indicating that quality not only has a temporal effect on organizational performance, but also translates into long‐term benefits. The findings of this study reinforce anecdotal claims of the efficacy of quality‐based strategies in improving organizational performance.
Market orientation, service quality and business profitability: a conceptual model and empirical evidence
Authors: Chang Tung‐Zong , Chen Su‐Jane
Published: July 2002

The authors explore the relationships among market orientation, service quality and business profitability. Based on an empirical study of Taiwan’s security brokerage service industry, the research results show that there are positive associations among the three constructs. More market‐oriented brokerage service firms seem to enjoy superior service quality perceptions and greater profitability. Further examinations reveal that market orientation has a stronger effect on service quality than on business profitability. Also, the service quality‐profitability linkage is stronger than the market orientation‐profitability linkage. The results suggest that service quality is an intermediate factor in the market orientation‐profitability relationship and is a better indicator of the effectiveness of a market‐oriented campaign than profitability measures.
The impact of sales quotas on moral judgment in the financial services industry
Authors: Schwepker Charles H. , Good David J.
Published: July 2002

Because salespeople operating under an outcome‐based control system are likely to be motivated by self‐interest, sales quotas are believed to drive salespeople to perform unethical behavior, particularly if this behavior is deemed necessary to achieve quota. Accordingly, this article examines the relationship between perceived quota difficulty and moral judgment. Two factors potentially moderating this relationship, ethical climate and consequences for not making quota, are also considered, as well as the influence of market attractiveness and self‐efficacy on quota difficulty. The analysis indicates a significant relationship between quota difficulty and moral judgment when salespeople foresee negative consequences for failing to achieve quota. Further, self‐efficacy and market attractiveness affected perceived quota difficulty. Implications of the study are offered.
Word‐of‐mouth communication in the service marketplace
Authors: Glynn Mangold W. , Miller Fred , Brockway Gary R.
Published: July 2002

Word‐of‐mouth communication (WOM) is a dominant force in the marketplace for services. However, the current body of research provides little insight into the nature of WOM in the service marketplace. Reports the results of a content‐analytic study that provides insight into WOM’s content and the catalysts by which it is stimulated. The goal was to capture a series of “grounded events” from which broader patterns could be discerned. These grounded events were actual incidents of WOM as described by the recipients of a communication. Three content categories and ten catalyst categories are identified. Implications for managers are addressed.
Work stress and customer service delivery
Authors: Varca Philip E.
Published: July 2002

A study was conducted examining the relationship between perceived work stressors and job performance in a customer contact position. Workers served as technical liaison between clients and company engineers and were evaluated in terms of how efficiently communication networks were installed and maintained at the customer’s site. As predicted, a significantly greater proportion of individuals in the high performance group reported low levels of job stressors, suggesting that perceptions of job stress can relate to quality service. Implications of these findings for managing service positions are discussed.
A conceptual approach to classifying sports fans
Authors: Hunt Kenneth A. , Bristol Terry , Bashaw R. Edward
Published: July 2002

Develops a classification or typology of the sports fan. Specifically, contends that five different types of sports fans exist: temporary, local, devoted, fanatical, and dysfunctional. The need exists to identify the different types of fans due to the inadequacies of past theories to explain the totality of fan behavior. The usefulness of the typology is demonstrated by offering specific segmentation strategies for each classification. Finally, directions for future research are presented.
Leveraging our assets: the academic library and campus leadership
Authors: Houbeck Robert L.
Published: July 2002

In the competition for resources, academic libraries possess more assets than they know. These include a still central role in access to published academic knowledge; a cadre of professionals experienced in managing change and in developing assessment instruments that match resources with outcomes; an ethos and record of success in collaborative projects; and significant development potential and successes. These assets can be leveraged to enhance funding as well as the role of librarians in campus leadership. The author, a library director for more than a decade, bases his observations in part on a 16‐month appointment as interim assistant vice‐chancellor for administration at a mid‐sized public university.