bluuebunny/crossref_metadata_2025 huggingface dataset:
An empirical validation of a loyalty model based on expectation disconfirmation
Authors: Yoon Sung‐Joon , Kim Joo‐Ho
Published: July 2002

Investigates the concept of maker loyalty as it applies to the automobile market in Korea. The study has three major objectives: first, it examines the effects of expectation disconfirmation on loyalty behavior and on overall satisfaction; second, it seeks to identify the four types of maker loyalty by means of interaction between expectation disconfirmation and the repeat purchase (or switching); and third, it seeks to identify the effects of moderating variables such as situational variables and normative variables on loyalty behavior. It was found that negatively disconfirmed expectation exerts greater impact on overall satisfaction as well as repurchase decision than positively disconfirmed expectation. The four maker loyalty groups (loyals, latent loyals, spurious loyals, no loyals) identified in this study were shown to have different reactions to the moderating variables. Managerial implications regarding customer segmentation based on loyalty are offered.
Hispanics and direct marketing advertising
Authors: Korgaonkar Pradeep K. , Karson Eric J. , Lund Daulatram
Published: July 2002

Investigates the purchase behavior, attitudes, and beliefs of Hispanic consumers toward direct marketing advertising. As both direct marketing advertising (DMA) and the size of the Hispanic market have grown remarkably, it is surprising how little published research exists documenting DMA’s evaluation by this large and growing ethnic market. Also seeks to understand the differences, if any, between assimilated and less assimilated Hispanics. Implications for advertisers are discussed.
Do role models influence teenagers’ purchase intentions and behavior?
Authors: Martin Craig A. , Bush Alan J.
Published: July 2002

Attempts to determine which individual, or group of individuals, has the strongest influence on adolescent consumer purchase intentions and purchase behavior. By introducing the concepts of direct (fathers and mothers) and vicarious (favorite entertainers and favorite athletes) role models into the consumer behavior literature, the study allows greater understanding of the socialization patterns of young adult consumers. Results from this study provide significant contributions for marketing and advertising managers seeking to improve their understanding of the ever‐growing adolescent consumer market.
An inquiry into the ethical perceptions of sub‐cultural groups in the US: Hispanics versus Anglos
Authors: Shepherd Philip L. , Tsalikis John , Seaton Bruce
Published: July 2002

The present study compares the ethical perceptions of three sub‐cultural groups living in the USA – Anglos, strongly identified Hispanics, and weakly identified Hispanics. It compares the responses of these three groups to two ethical scenarios using conjoint analysis, in addition to the traditional comparison of central tendencies. A comparison of means does not show any significant differences among the three groups and the overall pattern of relative importances is similar for all three sub‐cultural groups. However, conjoint analysis did detect some difference between Anglos and Hispanics. Less assimilated Hispanics were found to be somewhat more concerned about the magnitude of dollar loss as opposed to the Anglo focus on probability of loss in their ethical perceptions; two utilitarian, albeit somewhat different orientations.
The seven year itch? Mall shoppers across time
Authors: Nicholls J.A.F. , Li Fuan , Kranendonk Carl J. , Roslow Sydney
Published: July 2002

The present study investigates changes in the shopping behavior of today’s mall patrons as opposed to those in the early 1990s. Data collected in the sample surveys included respondents’ demographic attributes, shopping motivations, situational factors, and purchase behaviors. Although no differences were found between the demographics of the respondents in the earlier and later periods, we discovered significant differences in shopping patterns and purchase behaviors. Compared with the shoppers in the early 1990s, today’s mall patrons tend to be more leisure driven, they have a greater concern for merchandise selection, and they visit the mall less often but make more purchases per visit. The findings also reveal that situational variables are more likely to have an impact on shoppers’ purchase decisions today than they did before. Based on the study’s findings, we suggest a number of pragmatic strategies to aid store and mall managers in their marketing efforts with regard to consumers today.
Protecting Your Business Image: The Supreme Court Rules on Trade Dress
Authors: Rosen Meg , Alpert Frank
Published: July 2002

The Supreme Court has made its first ruling on “trade dress”. Trade dress
was defined by the Supreme Court as “...the overall image of the
business”. The Court granted protection to a Mexican restaurant in Texas
and barred a competitor from duplicating its total image. Summarizes the
issues surrounding the intellectual property law element, “trade dress”,
discusses the landmark recent Supreme Court case on trade dress (Two
Pesos, Inc. v. Taco Cabana, Inc.), and examines the marketing
implications emerging from that ruling. The legal concept of trade dress
is very important for managers because it offers permanent protection
for distinctive, multi‐feature business images. Thus, the company
capturing the best trade dress for its type of product can achieve that
golden fleece of business – an important, sustainable competitive
advantage.
Product comprehension and promotional strategies
Authors: Graeff Timothy R.
Published: July 2002

Reviews and critiques literal views of product comprehension which
rely on recall of key product claims to measure “correct”
comprehension. Presents a constructive view of comprehension where
product comprehension is seen as the process of forming personal
interpretations of a product′s self‐relevance. Promotional strategies
should be designed to suggest, encourage, and facilitate personal
interpretations of the self‐relevance and positive consequences of
product use. Marketers can use protocol probing procedures to obtain
feedback about the personal interpretations consumers form during
product comprehension.
Consumer behavior in global markets: the A‐B‐C‐D paradigm and its
application to eastern Europe and the Third World
Authors: Raju P.S.
Published: July 2002

Consumer behavior in international markets is a topic that is still
not well understood. Proposes a framework, called the A‐B‐C‐D paradigm.
Suggests that a marketer examine four stages – access, buying
behavior, consumption characteristics, and disposal – covering the
entire spectrum of consumer behaviors with respect to a product/service.
The paradigm is universally applicable to any particular culture or
country of interest. Since there has been no comprehensive examination
of consumer behavior in eastern Europe and the Third World, focusses on
using the A‐B‐C‐D paradigm to gain a better insight into consumer
behavior in these countries. Offers recommendations to companies wishing
to market their products in these countries.
Ethnic response to couponing: a motivational perspective
Authors: Green Corliss L.
Published: July 2002

Looks at the difference in the use of money‐off coupons between Anglo‐Americans and African‐Americans ‐ marketers today are currently being challenged to understand the complexities of ethnic markets as they grow in numbers throughout the USA and have an increasing interest in determining how ethnic consumers respond to sales promotion efforts. Of particular interest to marketers is an understanding of the extent to which ethnic consumers use cents‐off coupons. Demographic factors such as education, income and family size have largely been used to explain differences between those who use coupons and those who do not. The current study goes beyond looking at demographics and examines motivational factors. Suggests that Anglo‐ and African‐American consumers have different motivations for responding to coupon promotions.
An examination of the cross‐cultural differences in service quality: the example of Mexico and the USA
Authors: Herbig Paul , Genestre Alain
Published: July 2002

Taking into account that, although service quality has had an immense popularity and generated much research in the USA, with limited studies completed on its international dimensions, compares US and Mexican consumers’ perceptions of service quality. Ascertains the differences between the two cultures, and provides implications for the international marketer.
Marketing on the Internet
Authors: Paul Pallab
Published: July 2002

Examines the impact of the Internet on the marketing aspects of businesses today. Looks at its future and how businesses can use its unlimited potential to their advantage. Concludes that the Internet has many risks associated with its use, but it has many benefits too.
A new look at one‐stop shopping: a TIMES model approach to matching store hours and shopper schedules
Authors: Felker Kaufman Carol
Published: July 2002

One‐stop shopping has been identified as a major goal of many contemporary shoppers in today’s society. One‐stop shopping tends to imply that all of a shopper’s needs can be filled in one step, all at one time, suggesting that the proper assortment in each store is a must, and a desirable mix of stores should be assembled at one convenient location. A recent study conducted for the International Council of Shopping Centers revealed that the concept of one‐stop shopping is also related directly to the match of store hours with shopper schedules. Examines the hours and schedule matching aspect of one‐stop shopping within a framework called the TIMES model, which considers specifically the relation between shoppers’ resources and their choice of shopping centers. Presents the results of a study of perceived shopping‐center problems and gives managerial recommendations for targeting consumers who seek one‐stop shopping opportunities.
Fostering an innovation mindset
Authors: Kuczmarski Thomas D.
Published: July 2002

More CEOs and senior executives need to believe in the power of innovation to increase earnings, stock price, employee and customer satisfaction, and global competitiveness. Innovation is the single most important factor in the future growth of any business venture. Innovation is a mindset ‐ a new way to think about business strategies and practice. This thinking drives every aspect of a successful, dynamic organization and penetrates every element of business, creating a clear and enduring vision. Innovative companies are set apart from their competitors and have the potential to fuel future profitable growth and build long‐term investments.
Dominance and dilution: the effects of extending master brands
Authors: Meng Leong Siew
Published: July 2002

Examines the effects of extending master brands — brands which so dominate a product category that they are almost synonymous with it. Three factors were experimentally manipulated — category dominance, the success of an extension, and the similarity between the extended and original products. The results indicated that a brand’s association with its original product category was diluted when an extension failed. This effect was moderated by category dominance prior to the extension. Specifically, the dilution effect was less pronounced for master brands than for brands which were less dominant in a product category. However, the similarity between the extended and original product categories did not moderate the dilution effects of master and less dominant brand extensions.
Acculturation and direct purchasing behavior among ethnic groups in the US: implications for business practitioners
Authors: Seitz Victoria
Published: July 2002

Reports on a study to determine the influence of acculturation in Hispanic, Asian and black communities to US customs and practices regarding direct response purchasing behavior of self‐image projective products. A survey of students attending a western state university was conducted. The self‐administered questionnaire was developed to assess the following information: degree of acculturation; attitudes toward direct marketing; previous direct purchasing experiences; intention to respond to direct response advertisements of selected self image projective products; and demographic information. Results of Analysis of Variance (ANOVA) yielded significant results at the 0.001 level regarding degree of acculturation by ethnic group. Degree of acculturation by Asians was significantly lower than any other ethnic group as well as compared to American whites. Discusses implications of the findings.
Is lifestyle an important factor in the purchase of OTC drugs by the elderly?
Authors: Shufeldt Lois , Oates Barbara , Vaught Bobby
Published: July 2002

The conflicting research on the elderly has led many to question the wisdom of using age alone to segment the market. Psychographics, or lifestyle groupings, has emerged as a more robust technique of identifying distinct categories of the 65 and older market. An activities, interests, and opinions (AIO) questionnaire from 386 respondents provided data to identify five distinct groups of elderly shoppers. Significant differences were found among the five lifestyle clusters with regard to the perceived importance of various factors which influence purchase behavior: price, commercial influences, and personal influences.
The Delphi Process: a strategic branding methodology
Authors: Chevron Jacques R.
Published: July 2002

A brand exists through the values it reflects. These can be outlined in a brand character statement (BCS) to provide guidance to the brand’s speech. This article discusses the application of a tool from psychiatry for the development of a BCS. In addition, we present steps for implementing and evaluating a branding strategy consistent with the BCS principles. Concludes that the concept of a “brand” and that of a “product” are diametrically opposed and rewards will go to those who do successfully build a brand.
Product experience and consumer product attribute inference accuracy
Authors: Mason Kevin , Bequette Joyce
Published: July 2002

Consumers’ product evaluations are often influenced by information contained in their memories. Prior to product evaluations, consumers are often exposed to data that permits them to judge the covariation relationships among different product attributes. However, these attribute covariance perceptions may lead to biased product evaluations. Using an experimental design, this study examines the accuracy of consumers’ product attribute covariance beliefs as a function of their product experience and the relevancy of product information to which they are exposed prior to evaluating product performances. The results indicate that even limited product information affects consumers’ beliefs about product performances on attributes for which no information is available. In other words, specific product information may serve as a cue or indicator for other product characteristics via attribute covariance inferences. The accuracy of these inferences appears to be, at least partly, the function of the consumers’ product experience. Consumers with high levels of product experience are more effective at encoding and retrieving product attribute performance information. Implications of the findings are discussed and suggestions for future research are provided.
Vicarious exploration and catalog shopping: a preliminary investigation
Authors: Stell Roxanne , Paden Nita
Published: July 2002

As catalog proliferation continues, understanding consumer characteristics and motivations that lead consumers to examine catalogs is becoming increasingly important. This research presents the results of a preliminary investigation that extends the traditional analysis of in‐home shoppers through an examination of vicarious exploration with a catalog. A previous vicarious exploration measure is adapted and initial results suggest that vicarious exploration with catalogs is multidimensional, including daydreaming, information seeking, and interpersonal communication dimensions. Individual consumer characteristics (i.e. curiosity, need for stimulation, and perceived novelty) associated with vicarious exploration are examined. The findings reveal the importance of creating novel catalogs to encourage vicarious exploration.
Determining factors in family purchasing behaviour: an empirical investigation
Authors: Martínez Eva , Polo Yolanda
Published: July 2002

Analyses the factors which determine family purchase behaviour. The family has traditionally been considered as an important decision‐making unit with respect to the large quantity of products and services which are purchased by households on a daily basis. Sets out to determine the variables which exert an influence when choosing a product or service (socio‐economic, individual, etc.). Concentration is centred on an analysis of the role of the spouses in an attempt to determine whether there exists a particular purchasing pattern according to the sex of the consumer. The empirical analysis has been carried out on the basis of a survey of 600 Spanish families. Using the Multiple Correspondence Analysis technique we can observe that joint decisions are made by young couples, only where the wife works, whilst in a situation where the wife does not work or the spouses have been married for many years, it is the husband alone who decides.
Electronic journals and academic libraries
Authors: Chan Liza
Published: July 2002

Reflecting upon the short history and fast development of electronic journals, there is no doubt that electronic journals open up many exciting service opportunities for academic libraries. This technology possesses both advantages and disadvantages. Some advantages include multimedia capabilities, speed of production and distribution, and accessibility. Disadvantages posed are technological, sociocultural, and economic barriers. As a literature review, this article begins with a brief historical background of electronic journals. It then delineates the positive and negative aspects of the technology and reviews the crucial issues and trends concerning electronic journals, which librarians need both to be aware of and understand. Some practical implications that are unique to academic libraries are also discussed. Although it is relatively new territory, it is certain that librarians’ analytical abilities and cooperative efforts to examine and balance the factors can make electronic journals a success in academic libraries.
Librarians and information technologists: more alike than different? Interviews with CIOs
Authors: Beth Lavagnino Merri
Published: July 2002

For this second column in the IT I‐V (information technology interview) series, we interview academic chief information officers. The CIOs interviewed for this column use a wide range of titles, and half of them oversee libraries as part of their duties. We interviewed them to find out what challenges they believe libraries are experiencing that could be assisted by technology, and how they believe libraries and information technologists should be working together on those challenges. Some of the questions were: “What challenges do you see academic libraries experiencing now and in the near future that could be assisted by information technology?,” “What are some library challenges for which technology will not help?,” and “What do you see as the ideal relationship between information technology offices and the library on an academic campus?”
Why a column on research techniques?
Authors: Janes Joseph
Published: July 2002

This column begins a series on topics in research methodology, statistics and data analysis techniques for the library and information sciences. The process of research is described, and a sample research question is proposed and discussed, emphasizing the importance of definitions is crafting a productive research question. A set of graphical techniques for analyzing data, called exploratory data analysis, is discussed, with special attention given to two particular examples ‐ the stem and leaf diagram and the scatterplot.
Determining relationship skills of prospective salespeople
Authors: Rich Michael K. , Smith Daniel C.
Published: July 2002

With the increased emphasis on establishing long‐term customer relationships in the selling process, greater emphasis needs to be placed on hiring salespeople that possess skills in identifying communication characteristics in prospects. This identification process is an essential first step in the salesperson being able to adapt his or her behavior to permit a greater comfort level to be experienced by the prospect with subsequent trust being established over an extended period of time. Additionally, those sales situations where the activity is more transaction oriented, the identification skill of the salesperson is critical since the time duration of the dyadic relationship is limited and trust must be established quickly in order to consummate the sale. This research indicates that individuals with higher levels of responsiveness tend to exhibit greater identification skills than those with lower levels. These findings should prove useful to sales managers desiring to hire salespeople with strong “people skills”, to facilitate developing meaningful long‐term relationships with prospects.
A network comparison of alliance motives and achievements
Authors: Schmitz Whipple Judith , Gentry Julie J.
Published: July 2002

A large number of industrial manufacturers are forming alliances with partners throughout the supply chain with the focus on improving competitive position. These potential improvements may vary by the type of alliance being formed. In spite of this, little is known regarding what motivates a manufacturer to form an alliance at various channel positions (e.g. supplier versus customer alliances) and what the resultant performance outcomes are from these different types of alliances. This paper examines the importance manufacturers place on various motives based on the channel position of alliance. Further, the paper compares the objectives actually achieved across alliances with manufacturers and partners at different channel levels.
Constructing thick descriptions of marketers’ and buyers’ decision processes in business‐to‐business relationships
Authors: Woodside Arch G. , Wilson Elizabeth J.
Published: July 2002

A central finding in the relationship marketing/buying literature is that the thought and decision processes by both marketers and buyers include a series of branching, if‐then, questions and answers. For example, will customer X accept a 7 percent price increase? The correct answer: acceptance depends on the changes in the other attributes on the table (i.e. in the bid proposal or product‐service design). Consequently, from designing and evaluating bid‐purchase proposals to evaluating the current state of the overall seller‐buyer relationship, the perceived value of the level of any given attribute depends in part of the value perceived in the levels of several other attributes. Possibly, business‐to‐business decisions and outcomes may be understood best by constructing thick descriptions of the multiple contingency paths that marketers and buyers think about and sometimes enact when deciding. We report the use of two “think aloud” methods to learn the contingency thoughts and decisions of marketers and buyers of industrial solvents. The main conclusions of the study: designing generalized “gatekeeping”, contingency, models of if‐then decision paths can be achieved; these models are useful for constructing accurate behavioral theories of marketer‐buyer relationships.
Supplier Web‐page design and organizational buyer preferences
Authors: Lord Kenneth R. , Ford Collins Alice
Published: July 2002

Gauges the accessibility of vendors to organizational customers and compares sellers’ approaches to online communication with the preferences expressed by buyers. A survey of organizational buying‐center members revealed that responding organizations relied at least partially on Web‐based research for a mean of 40 percent of purchases involving supplier/vendor search. Distinct segments are observed that differ in their desire for suppliers’ Web sites to provide information about purchase facilitators (e.g. online ordering, prices, product and services information), quality/performance assessment (e.g. financial statements, company profiles, certification information), and non‐purchase information (e.g. community activities, job opportunities, company news). An analysis of vendor Web sites demonstrates a need for more systematic inclusion of prices, online ordering, literature requests, answers to frequently asked questions, certification information and financial statements.
Marketing’s role in the knowledge economy
Authors: Bean Cynthia J. , Robinson Leroy
Published: July 2002

A potential weakness of marketing in the strategy dialogue has been a tendency on the part of marketing scholars to stay with outmoded frameworks. As the economy is decreasingly influenced by industrial value creation and increasingly influenced by knowledge creation and dissemination, the role of marketing in value creation and thus in strategy is accentuated. Synthesizing current literature regarding the environmental changes and the underlying foundations for value creation affected by these changes, and contrasting them to traditional, industrial value creation, an argument for the central role of marketing in the knowledge economy is provided and examples support the new value creation‐marketing link.
Managing Expectations to Enhance Distribution Program Success
Authors: Cebrowski John W.
Published: July 2002

Business‐to‐business and industrial marketers need to improve their
sales results with reduced spending and simultaneously strengthen and
maintain their relationships with their customer base. The quality
process, in its many forms and alternative approaches, must be operative
throughout a manufacturer′s chain of distribution if it is to be a truly
effective effort. Channel members are eager and willing accomplices to
this effort because they can easily see how it helps their own agendas
and competitiveness. A systematic communications process of measurable
and reciprocal expectations aid the productivity and bottom line of all
players.
Assessing Sample Representativeness in Industrial Surveys
Authors: Wilcox James B. , Bellenger Danny N. , Rigdon Edward E.
Published: July 2002

While industrial marketing managers have long been concerned about
the representativeness of sample information, few direct measures have
been available of how accurately the sample represents the population.
Suggests the use of characteristics available from sources external to
the survey process as a basis for such assessment. Presents procedures
for gathering, analysing and interpreting such surrogate measures.
Organizational Purchasing of Professional Services
Authors: Day Ellen , Barksdale Hiram C.
Published: July 2002

Stresses the importance of professional service provider selection
and the potentially disastrous financial penalty for error made by a
client organization. Identifies problems with previous studies relating
to this selection process and offers suggestions for improving future
research. Provides an expanded decision‐making model to organize
discussion of various stages in selection and evaluation. Identifies
factors which may complicate the process. Concludes that a better
understanding of the selection process should lead to the identification
of ways in which professional service providers can improve their
marketing effectiveness and to the reduction of risk to client firms
purchasing these services.
An analysis of strategic alliances: forms, functions and framework
Authors: Vyas Niren M. , Shelburn William L. , Rogers Dennis C.
Published: July 2002

Defined broadly as any relationship between companies involving a
sharing of common destinies, strategic alliances are cropping up across
the global arena. Due to the maturation of several trends of the 1980s,
such as: intensified foreign competition, shortened product life cycles,
soaring cost of capital, including the cost of research and development,
and ever‐growing demand for new technologies, alliances are becoming an
attractive strategy for the future. Published material on the subject is
vast, diverse and fragmented. Synthesizes this material and develops a
common thread as to how these alliances are formed and the ingredients
for their success or failure. Identifies six dimensions along which the
alliances are formed and the change in management style needed for the
success of alliances. Defines an interesting phenomenon termed the
“Octopus Strategy” where multidivision companies from Japan,
the United States and Europe are joining forces to create multiple
strategic alliances. The end result of this strategy is that two
divisions of the multidivision companies may have formed an alliance,
while other divisions of the same organizations may be in fierce
competition with one another. Develops a model of the working of
strategic alliances based on the existing empirical evidence. Suggests
some contributions that government, industry and education should make
for the success of alliances.
What national account decision makers would tell salespeople about building relationships
Authors: Boles James S. , Barksdale Hiram C.
Published: July 2002

Examines the responses of national account decision makers to open‐ended questions asking for their views on what salespeople need to do to build relationships, and categorizes the results. Eight categories of responses were found. These categories address a number of salesperson behaviors and attitudes ‐ some of which have not been empirically examined in the sales literature. Based on the findings of this study, presents managerial and theoretical implications of these results and implications for future research into buyer‐seller relationships.
Differences in salesperson and manager perceived control: a comparison of dyadic disagreements
Authors: DelVecchio Susan
Published: July 2002

Compares salespeople’s and managers’ perceptions of control. Salespeople in this sample of manufacturing firms perceive they are granted more control over sales‐call related activities than their managers perceived they were granting. This lack of congruity, however, may not necessarily have a negative effect on job‐related outcomes. A comparison of two types of perceptual incongruity supports this notion. While the direction of the perceptual imbalance does not affect adaptive selling behaviors, it does affect salesperson satisfaction. Satisfaction with job and company is higher in salesperson‐manager dyads in which the salesperson’s control perceptions are higher than those of his or her manager.
Interaction, relationships and networks in business markets: an evolving perspective
Authors: Turnbull Peter , Ford David , Cunningham Malcolm
Published: July 2002

Reviews the research work and conceptual development of the International Marketing and Purchasing (IMP) group into the nature of buyer‐seller relationships which has evolved during the past 20 years. The themes of interaction, relationships and networks encapsulate the major research thrusts of this group and underlie much of the contemporary academic research in Europe. Addresses these themes, which represent the major phases of challenging conceptual and empirical research with which the IMP group has been concerned since its inception in 1976. Aims to show the development process of the IMP research and to integrate some of its various themes and findings.
Influences on organizational buying choice processes: future research directions
Authors: Kauffman Ralph G.
Published: July 2002

Identifies sources of influence in organizational buying choices from a review of the literature. Constructs a model of influence by extending the buying behavior model of Webster and Wind (1972). Uses the model to categorize and analyze representative research of influence on organizational buying choice processes over the period 1970‐1995. Indicates that new research directions and emphasis in a number of areas could improve the usefulness of research results to marketing management. Recommendations include: use of a higher unit of analysis, investigation of non‐deterministic choice behavior, greater use of integrating or broad‐based studies, reduction in use of self‐professed data, more research of relatively neglected areas of influence, and more empirical testing of conceptual models.
Involvement of technical consultants in high technology business markets
Authors: Dawes Philip L. , Patterson Paul G. , Midgley David F.
Published: July 2002

Using data collected from 302 firms spanning a wide range of industry sectors, tests a model designed to explain the decision of whether to use or not to use an outside technical consultant when purchasing a big‐ticket, high technology product in the information technology area. The results indicate that different categories of variables influence the decision to include or not to include an outside technical consultant in the buying center. In order to assess the degree of convergent validity in our findings, a second model was tested using a somewhat different, but nonetheless related dependent measure, namely the extent of the consultants’ involvement across eight buying stages. Overall, the model testing results provide good support for the majority of the hypothesized relationships, especially those related to the buyer’s access to external networks, product class knowledge, and technical/administrative role. A major finding is that 28 percent of firms in our sample engaged an outside consultant to help them make the purchasing decision. Analysis of the consultants’ extent of participation in these purchasing decisions indicates that they had high involvement in seven of the eight buying stages. Though the consultants were found to have least involvement in the final stage of the buying process, i.e. the selection of the preferred supplier, it seems reasonable to expect that they are key influencers in this final stage as they had a significant effect on shaping all the preceding buying stages.
Marketing service relationships: the role of commitment
Authors: Wetzels Martin , de Ruyter Ko , van Birgelen Marcel
Published: July 2002

As with all relationships, it is commonly agreed on that partners in business must have a high degree of commitment towards their relationship. If commitment is lacking, the relationship will soon come to an end. Affective commitment, that is commitment based on attraction between partners, is to be preferred over calculative commitment. The latter form of commitment is based on constant weighing of the benefits of a relationship with a partner against the costs of that relationship. Relationships based solely on calculative commitment are also most likely not to last for an extended time. This paper identifies theoretical antecedents and consequences of commitment in relationships in a services context. The results of an empirical study reveal that affective commitment is related to trust in the partner’s honesty and benevolence, quality of the outcome of the service process, and customer satisfaction with the service being delivered. The quality of the service process has an indirect effect on affective commitment, as it is related to satisfaction. Furthermore, it is shown that affectively committed customers have a much stronger intention to stay in a relationship with a service provider than calculatively committed customers.
Buy‐phase and buy‐class effects on organisational risk perception and reduction in purchasing professional services
Authors: Mitchell V.‐W.
Published: July 2002

Despite the importance of professional services to organisations, relatively little is known about the way they are purchased. This study details the risks perceived and risk‐reducing strategies employed by purchasers in local government and examines how these vary with buying‐phase and buy‐class. Risk varied little, but some of the 36 risk‐reducing strategies identified varied across the buying phases and were more useful in the modified‐rebuy situation. The results are discussed in the context of risk measurement and implications for purchasers and providers of professional services.
A model for governance in international strategic alliances
Authors: Deo Sharma Dharma
Published: July 2002

In the previous decade several studies have appeared that touch upon the subject of inter‐organisational strategic alliances (SA). Our knowledge on international SAs and the factors that govern these alliances is still limited. This paper will develop a model for the governance structure in international SAs. Based on a number of case studies, it is argued that three factors govern international SAs. These are relational, ethical and institutional factors. These three factors govern exchange in international SAs, contain opportunism and prevent defection from SAs.
Evaluation of information sources in industrial marketing: implications for media planning in the Arabian Gulf
Authors: Tuncalp Secil
Published: July 2002

The top executives of 67 companies located in Saudi Arabia were surveyed to determine the importance of 14 sources of marketing information for making industrial purchases. The study included seven impersonal sources: Arabic magazines and newspapers; English magazines and newspapers; Gulf television; trade shows and exhibitions; billboards; brochures and pamphlets; and direct mail. The study also covered five interpersonal sources: past experience; relatives and family members; friends and colleagues at work; neighbors; and salesmen. The findings of the survey indicate to which sources the top executives attached high importance and which they had mixed feelings about.
Cooperation and competition in relationships between competitors in business networks
Authors: Bengtsson Maria , Kock Sören
Published: July 2002

Traditionally the relationships between competitors in the industrial market have been based on competition. The network approach and literature about strategic alliances have provided new insights into cooperation between firms based on the value chain. The empirical findings from two in‐depth studies, the rack and pinion industry and the lining industry, show that a firm can be involved in four different types of horizontal relationships at the same time. Apart from relationships consisting of competition or cooperation, a firm can live in symbiosis by coexisting with other relationships, or being involved in a relationship simultaneously containing elements of both cooperation and competition. Consequently, a successful firm needs to focus on relationship management in order to achieve a portfolio consisting of the four types of relationships to other horizontal firms.
Benchmarking supply chain management: finding best practices
Authors: Andersen Bjørn , Fagerhaug Tom , Randmæl Stine , Schuldmaier Jürgen , Prenninger Johann
Published: July 2002

Represents a more popularized adaptation of the complete report written as documentation of the benchmarking activity in the project SMArTMAN SME. Uses benchmarking in the SMArTMAN SME project to increase the knowledge about the supply chain management process and to enable the industrial partners to learn from best practice. Identifies other enterprises in Europe and their processes. A set of flow charts portrays what is considered to be a best practice process spanning the areas of procurement and supply chain management. This process has been designed by merging the best elements from each of the benchmarking partners’ processes into one generic process. Describes practices observed at the benchmarking partners that seem to be of “best practice” level and which were not suited for inclusion in the flow charts.
Buyer‐seller customer satisfaction: the influence of the environment and customer service
Authors: Emerson Carol J. , Grimm Curtis M.
Published: July 2002

Investigates the moderating effect of firm and environmental variables on the importance of a strategic element, customer service, in explaining satisfaction. The purpose of this paper is twofold. Explores first, the direct impact of certain firm and environmental variables on satisfaction. Next, investigates the quasi‐moderating effects of firm and environmental variables on the relationship between customer service and satisfaction. Indicates that product line growth rate and supplier flexibility contribute to customer satisfaction both directly and through an interaction with customer service. Suggests that the remaining environmental variables tested – channel configuration, reseller size, rivalry, and reseller power – do not affect the amount of customer service provided.
Customer satisfaction in business‐to‐business marketing: the case of retail organizations and their suppliers
Authors: Schellhase Ralf , Hardock Petra , Ohlwein Martin
Published: July 2002

Develops an orientation system for measuring customer satisfaction. Reveals dimensions of satisfaction experienced by retailers, taking account of the relevant literature, empirical studies on the satisfaction of retail organizations with their suppliers and the results of discussion with experts. Confirms that these are verified according to empirical criteria and quantified in respect of their contribution to delivering satisfaction to retailers. Identifies approaches on which to base activities, allowing suppliers of branded articles to give their customers greater customer satisfaction.
After‐service response in service quality assessment: a real‐time updating model approach
Authors: Shaw‐Ching Liu Ben , Sudharshan D. , Hamer Lawrence O.
Published: July 2002

Managers know that customers’ overall service quality perception and positive behavioral intentions toward the service provider are influenced strongly by effective complaint management. In this paper, we provide and test an explanation for how complaint management influences overall service quality perception and behavioral intentions. The implications of our model provide more focused guidance on complaint behavior management. It is suggested, based on our research, that service delivery and communications be used to emphasize a firm’s strengths. Thus complaint management should also result in reinforcing the strengths of the firm and not just in covering up or fixing its problems. Finally, we wish to emphasize that customer expectations themselves change within the encounter itself and play a key role in the perception of service quality. Thus, the focus during service delivery should also concentrate on reinforcing customer expectations on the strengths of the service provider.
INTSERVQUAL – an internal adaptation of the GAP model in a large service organisation
Authors: Frost Frederick A. , Kumar Mukesh
Published: July 2002

Explores the extent to which the construct service quality plays in an internal marketing setting. A conceptual model known as the “Internal Service Quality Model” was designed based on the original “GAP Model” developed by Parasuraman. The model evaluated the dimensions, and their relationships, that determine service quality among internal customers (front‐line staff) and internal suppliers (support staff) within a large service organisation, namely, Singapore Airlines. The dependent variable in this study was internal service quality (ISQ), while the independent variables were tangibility, reliability, responsiveness, assurance, and empathy. The results suggest that the perceptions and expectations of internal customers and internal suppliers play a major role in recognising the level of internal service quality perceived. The acceptance of the postulated hypotheses has confirmed the importance of the internal service quality construct, thus acknowledging the usefulness of the INTSERVQUAL instrument and the conceptualised Internal Service Quality Model proposed in this research study.
Serving multiple masters: role conflict experienced by service employees
Authors: Chung Beth G. , Schneider Benjamin
Published: July 2002

Customer‐contact employees are a critical asset of service organizations due to the interactive nature of service delivery. Customer‐contact employees are boundary spanners who attempt to serve both internal and external constituents. Attempting to serve two masters can result in role conflict and the present effort presents and tests a framework for understanding possible antecedents and consequences of such role conflict. Survey data collected from 200 telephone service employees in an insurance company revealed at least partial support for the following hypotheses: role conflict emerges when there is a discrepancy between what employees think customers expect of them and what they report management rewards them for doing; role conflict, in turn, is related to employee attitudinal (e.g. job satisfaction) and behavioral (e.g. absenteeism) outcomes; and role conflict mediates the relationship between service orientation discrepancy and employee outcomes. Implications of the results for the management of service employees and service quality are presented.
A key to marketing financial services: the right mix of products, services, channels and customers
Authors: Lee Jinkook
Published: July 2002

Today’s financial service institutions have shifted from traditional face‐to‐face selling to direct marketing practices, including phone, mail, and computer technology. Consumer’s preferences toward face‐to‐face interaction versus direct means are empirically examined across 15 different financial products and services. A significant variation was found in consumer preferences across different financial products and services, and the profiles of consumers are developed based on their preferences. Implications are drawn for developing customer‐oriented marketing strategies, acknowledging customers’ differences in their preferences toward human interaction and self‐service technology.
Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty Stores
Authors: Bishop Gagliano Kathryn , Hathcote Jan
Published: July 2002

Examines the differences between consumers′ expectations and perceptions
of service quality they received when shopping apparel specialty stores.
Also takes into account consumer demographic characteristics. Utilizes
SERVQUAL scale and methodology developed by Parasuraman et al., (1991).
Calculates gap scores by subtracting the expectation scores from the
perception scores. Using a factor analysis procedure, four determinants
of service quality emerged: (1) Personal Attention; (2) Reliability; (3)
Tangibles; and (4) Convenience. Findings indicate greatest disparity
between expectations and perceptions for the Personal Attention factor.
Consumer demographic characteristics of race, marital status, and income
provided significant differences between expectations and perceptions
for Reliability and Convenience. Also considers the importance of
service as a patronage criterion for apparel specialty store consumers.
Indicates that service ranked third in importance behind merchandise
assortment and price.
Aggregate Complaint Analysis
Authors: Lapidus Richard S. , Schibrowsky John A.
Published: July 2002

Provides an outline for implementing a defensive marketing strategy.
Advocates a procedure which combines aggregate complaint analysis and a
quality function development tool known as the House of Quality. The
combination of these procedures allows marketers to identify common
customer complaints and to assess the synergy between different
combinations of service attributes. Then measures customer perception of
service attribute combinations for changes in satisfaction level. Argues
that the development of a complaint management program can positively
contribute to the firm′s competitive advantage.
Family financial decision making: implications for marketing
strategy
Authors: Stilley Hopper JoAnne
Published: July 2002

Investigates family financial service choice behavior including
insurance, investments, and banking services. Indicates that, for the
majority of the couples surveyed, both spouses participate in financial
decision making. Results support the overwhelming need for financial
services institutions to target wives as well as husbands in promotional
strategy and product/service development.