bluuebunny/crossref_metadata_2025 huggingface dataset:
BS 5750: The Industry View
Authors: Street Philip A. , Fernie June M.
Published: May 2006

The number of companies becoming registered to BS5750, the UK national standard for quality systems, has grown dramatically, yet little formal research has been undertaken in the area. The objective of the present study was to determine the view of Scottish manufacturing companies of BS 5750, its benefits and the problem areas associated with it. Questionnaires were sent to 80 companies currently registered to BS 5750 Part 1, 2 or 3. These were randomly selected from the 1990 Scottish Development Agency Register of Quality Assessed Companies, and covered a broad spectrum in terms of size and type of business. A 65 per cent response rate was achieved. Key findings were as follows. Not all of the benefits of BS5750 put forward by the British Standards Institution are being realized in practice, the principal ones are in relation to better company image and increased quality awareness among employees. Sixty‐two per cent of companies believed registration had resulted in significantly higher administration burdens and 70 per cent believed that these would act as a barrier for smaller companies wishing to register. Registration had not removed the need for additional audits by customers: furthermore, 49 per cent of companies were dissatisfied with the external auditing by accredited bodies.
Using Quality Measurements: Practice, Problems and Possibilities
Authors: Wood Michael , Preece David
Published: May 2006

Quality measurements and techniques ‐ for example SPC ‐ can play an important role in achieving high levels of quality. However, in practice, the methods sometimes fail to deliver the expected benefits, for a variety of human and organizational reasons. Draws on three case studies to explore some of these practical problems. Concludes by making a number of suggestions for improving the effectiveness of quality measurements in organizations.
Impact of Implementing ″Just‐in‐Time″ in a European Manufacturing Environment
Authors: Keller A.Z. , Kazazi A. , Carruthers A.
Published: May 2006

Over the past two decades the “Just‐in‐Time” (JIT) manufacturing philosophy has increasingly influenced operation and production systems of many Western manufacturing companies. As a consequence, many other manufacturers are now currently considering adopting this technique. A valuable help in the consideration of the implementation of JIT is the accumulated experience of those companies which have already successfully implemented JIT. Describes the experience of a sample of firms in Europe who were respondents to a specially designed questionnaire which was sent out as part of a major study.
The Practice of Quality Control Techniques in the Saudi Arabian Manufacturing Sectors
Authors: Al‐Faraj Taqi N. , Alidi Abdulaziz S.
Published: May 2006

At present, manufacturing firms in the Kingdom of Saudi Arabia (KSA) are considering the adoption of quality control (QC) techniques. Conducts a survey to investigate the awareness of quality and to shed some light on the extent of the practice and content of the QC process in manufacturing firms in KSA.
A CROSS‐NATIONAL COMPARISON OF EMPLOYEE PARTICIPATION:
INSIGHTS FOR AMERICAN MANAGEMENT
Authors: Cotton John L. , McFarlin Dean B. , Sweeney Paul D.
Published: May 2006

Three manufacturing facilities of an international consumer
products company were studied to determine cross‐cultural differences in
how managers address employee participation. Despite nearly identical
products, a common company culture, and other similarities, European
managers demonstrated a very different perspective on employee
participation than American managers. Implications for American managers
are developed from these contrasts.
Perceived Locus of Control
Authors: James Alma E.C. , Wright Peter L.
Published: May 2006

Measures perceived locus of control (LoC) and levels of
occupational stress in a sample of 189 members of the Devon Ambulance
Service, using Levenson′s multidimensional LoC questionnaire and a
specially designed stress questionnaire. Finds significant positive
relationships between levels of stress and both “chance” and
“powerful others” LoC but, contrary to expectations, the
relationship between internal LoC and stress was non‐significant. The
fact that different results were obtained for the internal and two
external LoC measures supports Levenson′s decision to develop separate
scales for these variables. However, the practical implications of the
results are limited. As chance and powerful others do genuinely have a
major impact on the working lives of ambulance service personnel, any
attempt to increase internality or reduce externality would run the risk
of denying or distorting reality, thus causing serious psychological
problems in the longer term.
Corporate Divestment: An Overview
Authors: Kong Chow Yuen , Hamilton Robert T.
Published: May 2006

Brings together the different strands of the divestment literature
– industrial organization, finance, and corporate strategy –
which have been developing over the last 20 years. Points to be
increased resort to divestment by corporate managers and suggests that
this adaptive activity should now be accepted as a normal phase of
company development. However, such acceptance is made difficult by
factors which fall within the domain of managerial psychology. Provides
an overview which should be useful to practitioners confronting
divestment decisions and to academics embarking on new research in the
area.
Experiential Learning for the Internal Auditing Student: An
Internal Control Project
Authors: Greenawalt Mary B. , Foster‐Stinnett Sheila
Published: May 2006

Reviews success factors for internal auditors and advocates the
importance of experiential training. The recommended hands‐on project
focuses on internal control, which plays a fundamental role in internal
auditing. The project requires students to use not only their technical
knowledge and skills but also critical and analytical thinking, written
and oral communication, and interpersonal skills. Control is a
fundamental role in internal auditing.
Internal Audit after Maxwell and BCCI: Public
Responsibility versus Loyalty to the Organization
Authors: Vinten Gerald
Published: May 2006

Discusses the BCCI scandal, with particular reference to the part
played by auditors Price Waterhouse. Declares the IIA Position Paper on
Whistleblowing to be inadequate and urges reform of corporate
governance: the selection and training of non‐executive directors must
be improved and their role enhanced; an audit committee should be
compulsory in areas of public exposure and concern; external audit
should include in its remit the adequacy of internal audit and both
should be mandated to report irregularities to the appropriate
regulatory bodies.
Accountability, IIA‐UK Style: An Example not to be Imitated
Authors: Vinten Gerald
Published: May 2006

Reports the Extraordinary General Meeting of the Institute of
Internal Auditors‐UK on 10 March 1992, which was called at short notice
in order to discuss the resolution of the Council to increase the
subscription level beyond that agreed in the normal way at the AGM of
August 1991 – an increase of just under a third. Imputes lack of
accountability, incompetence, “jobs for the boys”, amongst
other deficiencies.
White Knights, Greenmail and the Poison Pill
Authors: Malachowski Alan R.
Published: May 2006

Presents a preliminary assessment of the moral implications
of hostile takeovers. Argues that prevalent verdicts are premature, and
that we should withhold judgement in this regard because there is, as
yet, no principled way of adjudicating his opposing positions on the
morality of “unfriendly acquisitions”.
Auditing Practices in Singapore
Authors: Liang Foo See
Published: May 2006

Surveys by questionnaire the accounting profession and auditing
practices in Singapore: development of the profession; major influences
and practices.
Audit Risk Modelling
Authors: Woodhead A.D.
Published: May 2006

Until recently, the formal model for the estimation of audit risk
was relatively straightforward. There were two major approaches: the
familiar multiplicative planned risk model in the USA and UK; and the
Canadian Bayesian posterior risk model. Recent work has substantially
changed the framework for estimating audit risk. Aims to evaluate these
proposals and to develop a single framework for the measurement of
planned and posterior risk.
Auditing and Recent Developments in IT
Authors: Williams Bernard C.
Published: May 2006

Selects two of the recent developments in information technology,
and those expected in the near future, which suggest major advances in
both human‐computer and computer‐computer communications. Explores the
internal control and auditing issues which surround two such
technologies – end‐user computing and electronic data interchange
(one from each of these categories respectively). Notes the growth of
end‐user computing, together with the need to balance control against
the trust and creativity which it fosters. This implies the need for a
less instrumental and more organizational approach to audit and control.
Electronic data interchange provides the opportunity for the further
development of paper‐minimal systems and the resulting legal, as well as
audit and control, problems are discussed. Concludes by suggesting that
there may be a need for a review of audit methodologies which, in
principle, remain focused on the large bureaucratic paper‐based systems
of the early 1950s.
Outsourcing Internal Audits: A Boon or Bane?
Authors: Barr Robert H. , Chang Stanley Y.
Published: May 2006

There has been an intensified recognition of the importance of
corporate operational audits since the Foreign Corrupt Practices Act and
the Treadway Commission Report. As a consequence, outsourcing (or
contract) internal auditing has become a new service arena for many
public accounting firms. This also looms as a new challenge to internal
audit professionals. Examines the service forms, advantages, and
disadvantages of contract internal auditing. Discusses the implications
of such a new trend from the perspectives of individual practitioners
and the profession as a whole.
Managing Internal Audit Teams: The Role of Auditor
Attributes and Co‐ordination Mechanisms
Authors: Gupta Parveen P. , Ray Manash R.
Published: May 2006

Addresses two important aspects which need to be considered when
attempting to maximize excellence in an internal audit department.
Suggests that individual auditors′ risk‐taking propensity and tolerance
for ambiguity can adversely affect many important decisions, such as
sample size selection, which in turn leads to costly as well as
ineffective audits; and that internal audit directors utilize
interpersonal methods of control, personality assessment of audit team
members, and continuous evaluation of budgeted with actual audit hours,
to overcome any such adverse effects.
An Empirical Comparison of Internal and External Audit
Supervision
Authors: Ratliff Richard L. , Jenson Richard L. , Flagg James C.
Published: May 2006

Carries out a study which empirically examines both internal and
external auditors in New Zealand to determine the extent to which 21
audit supervisory tools were used in audit practice. In addition to
determining how frequently each of the supervisory techniques was used,
the study tested two hypotheses. The first hypothesis was that the
statistical variance for the number of audit supervisory techniques used
on internal audits is greater than that for external audits. The second
hypothesis was that the average number of audit supervisory techniques
used on external audits is greater than that for internal audits,
suggesting that external audits are more closely supervised than are
internal audits. Both hypotheses were supported by the study data. In
addition, supervisory profiles were constructed for both internal and
external audits. The profiles indicated that while external audits
appear to use more supervisory techniques during the course of the audit
due to greater liability and competitive pressure, internal audits are
more likely to require closer supervision of the release of audit
reports and audit follow‐up.
Audit Committees and Corporate Control
Authors: Vinten Gerald , Lee Connie
Published: May 2006

Explores objectives, functions, roles and contributions of the
audit committee in the context of its relationships with the board of
directors, internal auditors and external auditors. Suggests that the
audit committee is a step forward in the development of corporate
control so long as it does not have unrealistic expectations. Concludes
that the role of the audit committee should be in an advisory
and oversight capacity with independence, but should remain an
internal organ of the corporation.
Audit Committees in Major UK Companies
Authors: Arnold Collier Paul
Published: May 2006

Outlines the nature of audit committees in UK companies including
the interaction between the audit committee and the internal audit
function. Suggests that audit committees are not a panacea for
deficiencies in corporate governance.
Poisoned Chocolate? Corporate Governance and the Cadbury
Report
Authors: Mitchell John A.
Published: May 2006

The failure of many important UK companies during the last five
years brought to the fore an area which has been of concern to Internal
Audit for many years: namely, how can we ensure that corporations are
managed properly? On 1 December 1992 the Cadbury Committee on the
Financial Aspects of Corporate Governance issued its report. Examines
the report′s recommendations from the viewpoint of internal audit and
suggests that there are fundamental flaws in its recommendations which
effectively reduce the status of internal audit. Suggests a novel
approach to overcoming the problem of audit independence by providing
the audit committee with a budget to employ internal audit directly.
Technological Change in the USSR and the Return to a Market Economy
Authors: Maitra Priyatosh
Published: May 2006

The recent collapse of so‐called socialist economies has raised
fundamental questions about whether a socialist economy could be built
on imported capitalism. Russia′s socialist development was based, from
the beginning, on Western capitalist technology from the time of its
introduction in the late nineteenth century; the manner of this attempt
may account for socialism′s premature demise. Could a socialist system
be built in an economy that has not undergone a sufficient capitalist
transformation? Lenin′s New Economic Policy is regarded by some as the
step intended to fulfil this condition. But before it had reached its
mature phase, Stalin′s “Industry First Approach” with the
help of technology from mature capitalist economies, but of course under
strict socialist control of production and distribution, misled the
direction of the socialist transformation of Russian society. Will
socialist economic development with imported technology inevitably end
up in a free enterprise economy, as is happening in the Soviet Union?
Discusses these questions beginning with an analysis of the three stages
of socialist development attempted in the USSR, with a brief review of
sources of technological change, and ending with the causes behind the
return of a socialist economy to a market economy.
The Ethical Numeraire
Authors: Alam Choudhury Masudul
Published: May 2006

Develops an ethico‐economic general equilibrium system that is
founded on a well defined ethically oriented choice of goods that
imparts an ethical motivation to the activities of consumption,
production and distribution. Shows that the choice of such a numeraire
market basket and its related prices is instrumental on the
polity‐market interaction, brought out as the heart of the problem, that
is treating ethics as endogenous phenomena of the social order. The
resulting ethico‐economic general equilibrium system is thereby found to
be only locally stable, not globally stable in its equilibria, which are
all policy induced and market driven, perturbed and unsettling as polity
evolves.
Economics, Social Consciousness and the Laws of History after Marx
Authors: Armour Leslie
Published: May 2006

Few people believe that Marxists gave adequate reasons for the
predicted collapse of capitalism. But can market economies and liberal
democracies survive indefinitely? Their survival depends on the solution
to at least two problems. Continued expansion must lead to depleted
environments and shortages of resources. More importantly, the
“possessive individualist” attitude to property tends to
have an internalizing effect on human consciousness, separating people
from one another and blinding them to certain realities. Argues that
other relations to property and other modes of consciousness are
possible and that solutions may be forthcoming.
On Some Aspects of the Soviet‐type Development
Authors: Raiklin Ernest
Published: May 2006

Attempts to find answers to such theoretical questions as the
character of Soviet‐type societies and the major tendency of their
development. Argues that, as long as the analysis is conducted in
convenient and extreme terms of “either capitalism or socialism or
communism”: as long as the yardstick for the comparison remains
capitalism of laissez‐faire; and as long as the general trend
and the particular forms of the world economic development are ignored
‐no satisfactory answer to the nature and fate of such societies can be
found. If, however, one looks at Soviet‐type systems as socio‐economic
and political structures destined to solve the problem of the industrial
revolution and modernization of backward and peasant nations under the
conditions of the twentieth century, then the enigma disappears.
Soviet‐type societies become what they are in reality: a variety of
capitalism that, having fulfilled the “archaic” act of
industrialization, is moving into its post‐industrial era.
A Comparison of Privatization in Capitalist and Socialist Countries
Authors: Cameron Colleen W.
Published: May 2006

Reports intensive country studies conducted for a sample of ten
countries – five historically socially planned and five
predominantly market economies – for comparative analyses of
socioeconomic‐political characteristics prior to privatization. Purpose
was to discern if there were any common factors descriptive of
capitalist and/or socialist countries prior to privatization. Constructs
from a common set of factors descriptive of all the economies in the
sample prior to initiation of privatization, a general model of
preconditions for privatization. Results of limited testing appeared to
lend credence to the model.
Exploiting Niches Using Relationship Marketing
Authors: Shani David , Chalasani Sujana
Published: May 2006

Discusses niche and relationship marketing strategies as responses
to fragmentation of the mass market. Considers the different
perspectives of these approaches and how the two may be integrated into
an overall marketing strategy. Concludes that marketers need to move
from a top‐down approach of segmentation to a bottom‐up approach of
aggregating individual needs, and an integrative relationship marketing
system using a customer database is a way of doing so.
Reading Advertising: The What and How of Product Meaning
Authors: Domzal Teresa J. , Kernan Jerome B.
Published: May 2006

Analyses successful international ads for alcoholic drinks,
cigarettes and corporate identity to determine the core meanings for
each product. Argues that these meanings constitute “cultural
definitions” of the products, and that they represent a
significant aspect of marketing information. Concludes that the meaning
exemplars discerned in each category define parameters for advertising
appeals, but still leave a lot of decision latitude about how to target
within the market.
Developing a Framework for Sources of New Product Ideas
Authors: Stasch Stanley F. , Lonsdale Ronald T. , LaVenka Noel M.
Published: May 2006

Describes a study reviewing recent histories of new product ideas
in order to devise a framework of their sources. Proposes a
classification of sources for new product ideas through laboratory,
management, company situation, distribution, supplier, consumer,
marketplace, foreign products, and government regulations. Surmises that
successful innovation requires an understanding of the sources of new
ideas, and that the proposed framework is more effective than other
paradigms.
White Consumer Response to Asian Models in Advertising
Authors: Cohen Judy
Published: May 2006

Discusses consumer response to the use of Asian models to reach the
Asian‐American market through mass media advertising. Reports on the
results of an empirical study to discover white consumer reactions to
Asians in advertising. Summarizes that Asian models achieved a more
favourable response advertising products associated with Asian
manufacture, a less favourable response with status products, while
there is no difference in response for convenience products.
Celebrity Endorsers: Do You Get What You Pay For?
Authors: Walker Mary , Langmeyer Lynn , Langmeyer Daniel
Published: May 2006

Considers the results of recent studies of celebrity endorsers in
advertisements. Analyses the results of a particular study evaluating
three product categories: bath towels, blue jeans, and VCRs; two
endorsers: Madonna and Christie Brinkley; and the product when
advertised by each celebrity. Concludes that the endorser tends to pass
their own image onto the product, particularly if the product has an
undefined image, so it is important that the endorser′s image is
consistent with the desired product image.
Does Advertising Work: A Review of the Evidence
Authors: Kim Peter
Published: May 2006

Examines the effectiveness of advertising in the light of the shift
of marketing budgets in favour of promotions. Discusses the reasons for
this shift and summarizes studies which show that advertising does work,
especially during recessions. Concludes that advertising should not be
neglected since, unlike promotions, it both raises sales in the short
term and builds brands in the long term.
Applying Creative Thinking Techniques to Everyday Problems
Authors: Tanner David
Published: May 2006

Discusses the virtues of creativity as the first part of a process
enabling companies to outperform their competitors. Considers five
techniques for stimulating creativity, with examples of applications of
each: lateral thinking, metaphoric thinking, positive thinking,
association trigger, and capturing and interpreting dreams. Surmises
that creative thinking relies on practice and the right environment as
well as education in techniques.
The marketing concept: a forgotten aid for marketing high‐technology products
Authors: Cahill Dennis J. , Warshawsky Robert M.
Published: May 2006

Suggests that the conventional wisdom about “high‐tech”
products contains three fallacies and one shortcoming that may lead
producers and marketers of these kinds of products to commit marketing
resources inappropriately. Offers remedies.
A value based orientation to new product planning
Authors: Mazumdar Tridib
Published: May 2006

Offers a framework which can assist managers to carry out new
product planning and development activities with an explicit focus on
consumer value perceptions. Describes how consumer perceptions of
benefits and sacrifices are related to value perception. Presents
conditions for successes of each orientation and provides directions for
modifying strategic focus in response to changing conditions.
The use of benchmarking to enhance marketing decision making
Authors: Gable Myron , Fairhurst Ann , Dickinson Roger
Published: May 2006

Considers benchmarking to be an important decision making tool for
marketing executives. Describes the value of benchmarking to marketers
in improving decision making with respect to the “Four Ps”.
Outlines steps for implementing such a program.
Co‐ordinating sales and marketing in consumer goods firms
Authors: Cespedes Frank V.
Published: May 2006

Discusses factors affecting marketing‐sales co‐ordination
requirements at consumers goods firms, what some firms are doing to
encourage better interaction between these groups, the strengths and
vulnerabilities of these organisational initiatives, and the managerial
implications. Reports in a cross‐section of consumer product categories
sold through retail and wholesale customers in different
classes‐of‐trade.
Managing brand extension
Authors: Sharp Byron M.
Published: May 2006

Examines the inherent risks of brand extension alongside empirical
evidence of the success rates of brand extensions compared with
brand‐name product launches. Concludes that the brand extension is
justifiable only when it can be clearly shown to enhance the success of
a new product launch and existing brand equity. Puts forward a number of
rules for the appropriate use of brand extension.
Female nudity: attitudes towards the ad and the brand, and implications for advertising strategy
Authors: LaTour Michael S. , Henthorne Tony L.
Published: May 2006

Explores gender specific attitudes toward the ad and attitudes
toward the brand under varying degrees of female nudity in ad treatment
conditions. Shows that while female nudity is extremely common in
women′s magazines, men are not only far more positive than women in
their attitude toward an ad using explicit female nudity, but also
stronger in their positive feelings toward the product and the brand.
Finds that women are far more tense than men when exposed to overt
female nudity in ads. Discusses implications for advertising strategy.
Multiple or Single Sourcing?
Authors: Tullous Raydel , Lee Utrecht Richard
Published: May 2006

Examines the combinations available to purchasers regarding the
selection of suppliers (sources), e.g. the use of a single or two or
more (multiple) sources. Considers the justification of either method in
the context of reducing the uncertainty (risk) of a particular purchase.
Illustrates the marketers view of sourcing and the differing sales
tactics employed according to the suppliers′ preferences. Concludes that
purchasers should examine uncertainty buying‐selling situations (UBSS)
objectively with regard to their own organizations′ need criteria, e.g.
cost and timeliness, this determining the relevant sourcing policy.
How Medium‐market‐share Companies Achieve Superior
Profitability
Authors: Kuzma Ann T. , Shanklin William L.
Published: May 2006

Examines the position of medium‐market‐share companies in relation
to their smaller and larger counterparts and compares the inherent
competitive advantages and disadvantages. Highlights the options
available to such companies attempting to change their position, e.g.
increasing market share or concentrating on specific profitable core
accounts. Considers the relationship between market share and
profitability. Concludes that such companies require product
differentiation and a high‐level of customer orientation in order to
compete successfully.
Managing the “S” Curves of Innovation
Authors: Brown Rick
Published: May 2006

Considers the development of the culture of innovation and how the
concept can be beneficial in business. Examines the application of
marketing innovation (new products) and technological innovation which
is not market driven. Illustrates the growth of innovative products
through “S” curves and Product‐Life Cycles. Concludes that
innovation needs to be encouraged by managers, albeit within a
controlled framework that maximizes the inherent benefits, flexibility
and emphasis on the need for change being central to the successful
implementation of such a programme.
Industrial Vendors′ Selling Center: Implications for Sales
Management
Authors: Joe Puri S.
Published: May 2006

Discusses the ever increasing sophistication of buyers in today′s
industrial market and the need for sales people who have an in‐depth
knowledge of their customers′ products and are able to liaise
effectively between their own manufacturing department and the
purchasing agent. Considers the establishment ofsales centres and the
use of salespeople as intermediaries, coordinating the company′s sales
functions (e.g. R&D, sales support), with their counterparts in the
buying organization. concludes that salespeople can be viewed as the
“linchpin” of the selling process, before, during and after
the contract is completed.
The Product Life Cycle of Engineered Metals: A Comparative
Analysis of the Application of Product Life Cycle Theory
Authors: Nelson Edward
Published: May 2006

Examines the use of Product Life Cycle (PLC) in analyzing the rise
and fall in product demand. Applies the cycle stages: product
development, introduction, growth, maturity, decline to the demand
behaviour of industrial materials such as steel, aluminium, titanium.
Relates the demand pattern of the Gross Domestic Product and the
relative development of the national economy, e.g. USA. Concludes that
the PLC invariably parallels the GDP.
An Extended Framework for Adjusting Channel Strategies in
Industrial Markets
Authors: Hahn Mini , Chang Dae R.
Published: May 2006

Considers the need for industrial producers (intermediaries) to be
flexible and adapt their channel, e.g. commercial and consumption,
strategies to the changing demands of producers and end users.
Summarizes that the differing outputs demanded by the above – e.g.
steady flow of consumption and stock inventory for the former, product
variety and waiting time for the latter – should not conflict even
though end users dictate the intermediaries priorities. Concludes that
intermediaries should position themselves effectively between producers
and end users and differentiate in order to retain their niche and avoid
being taken over, the above being capable of performing many of their
functions themselves.
Ten Aggressive Bargaining Tactics of Industrial Buyers
Authors: Perdue Barbara C.
Published: May 2006

Examines the tactics used by purchasers when re‐negotiating repeat
buys of component parts. Illustrates buyers and sellers co‐operating
during the problem solving stage of the contract, e.g. identifying cost
savings, however bargaining techniques tend to be more unilateral.
Describes the use of imposed time pressures, supplier comparison etc. to
unsettle the seller and give the buyer a competitive advantage.
Concludes that sellers need to be more aware of the prevailing market in
order to counteract the buyers tactics and improve their own bargaining
position.
Building a European Presence through
Acquisitions and Brand Management
Authors: Fettig Jeff
Published: May 2006

Discusses the example of the Whirlpool Corporation and its
penetration of the European market in recent years. Examines the stages
in the performance loop used to develop and sell products in any given
market. Summarizes the approaches formulated from the planning stages
above, such as acquisition, together with the introduction and
positioning of new and existing brand names in the correct
marketsegment. Concludes that marketing globally requires a flexible
approach in order to meet the differing competitive scenarios.
Company Study: Putting the Customer First
Authors: Motroni Hector
Published: May 2006

Analyses how Xerox found success in turning around the market share
loss it suffered, when faced with Japanese competition in the early
1980s; notably through focusing on customer satisfaction. Finds that a
company must establish a customer‐first mentality at all levels of the
company′s culture in order tosucceed, adopting the relevant processes,
systems and environment for improvement in customer satisfaction.
Concludes that people‐to‐people relationships remain of vital importance
in developing customer satisfaction and thus increasing market share and
profits.
The Management of Marketing Productivity
Authors: Mcgrath Allan
Published: May 2006

States that companies are under increased pressure in today′s
economic climate to boost the productivity of their marketing
operations, since this is often a crucial factor in shareholder wealth
and continued market presence. Explains that managing marketing for
productivity entails the management of four key areas: strategy
management, cost management, asset management and organization
management. Concludes that marketers must be more concerned with
productivity in order to sustain customer satisfaction, healthy margins
and market share in the competitive 1990s.
Changing Strategies in Mature Industries: a Case Study
Authors: Bush Robert J. , Sinclair Steven A.
Published: May 2006

States that while mature industries are a major part of the US
economy, little empirical information is available on competitive
strategies appropriate in the mature environment. Discusses, via a case
study of the US hardwood lumber industry, the idea that cost‐based
strategies based on Overall Cost Leadership are not sufficient for
mature basic industries. Concludes that the results offer understanding
of the strategic changes which can occur during the maturity stage of
the industry life cycle and recommends possible ways of competing in
this environment.
Relationship with Vendors
Authors: Brown Karen L. , Inman R. Anthony
Published: May 2006

Practicing managers and academicians have described a variety of
elements of the just‐in‐time (JIT) implementation process. Reports a
survey to determine which of these elements are critical to success in
JIT implementation. The survey of 114 JIT users related the importance
of these elements to the magnitude of improvements in inventory and
utilization criteria. Found that, in addition to production elements, a
collection of vendor‐related elements have a significant impact on
successful implementation. Discusses managerial implications for the
vendor.
“Intel Inside” BRANDING A COMPONENT IN A BUSINESS MARKET
Authors: Norris Donald G.
Published: May 2006

A few suppliers to manufacturers are now working to build brand
preference or consumer franchise. Discusses the success of NutraSweet in
obtaining long‐term supply contracts, despite patent expiration; it can
be attributed to building such consumer franchise successfully through
an ingredient branding strategy that included both their original
equipment manufacturers′ customers and the end consumer. To be
successful, such a branding effort requires a multifaceted strategy, one
which must include collaboration with manufacturers as well as direct
consumer promotion. Emphasizes this point with an analysis of the
current “Intel Inside” campaign, an ingredient branding
strategy being employed by the Intel Corporation, a supplier of
microprocessor chips to the personal computer industry. Intel′s efforts
represent a particularly demanding test of ingredient branding because
both the PC industry and those which supply it are both
technology‐driven and extremely price competitive. Despite these
obstacles, Intel appears to be making its investment work.
A Customer Evaluation System
Authors: Meredith Lindsay
Published: May 2006

Buyers have been formally evaluating suppliers for many years.
Intends to “turn the tables” and suggests three important
reasons why vendors should formally evaluate their customers. A
straightforward easily applied mechanism is provided to aid business
marketers in carrying out customer evaluations.
Coaching Practices in the Business‐to‐business Environment
Authors: Good David J.
Published: May 2006

A great deal has been written about the importance of marketers evolving into more relationship‐oriented selling practices. It is unclear however, the degree to which this evolution has impacted on the coaching practices of sales managers. Reports a survey of 143 sales managers engaged in business‐to‐business sales which indicates that coaching activities have been influenced by the need to build relationships with customers. In turn, this orientation will affect a number of new organizational concerns.
New Product Development under Changing Economic Conditions
Authors: Rochford Linda , Wotruba Thomas R.
Published: May 2006

Proposes an increasing role for the salesforce in the new product
development process. Describes how the sales job itself has been
evolving toward one of relationship building with customers, and how
marketplace and economic changes such as globalization and large debt
have caused firms to look much more carefully at the allocation of their
resources, including expenditures on the new product development
process. Argues that these and other factors, such as the disenchantment
with marketing research and personnel downsizing, suggest that the
salesforce might begin to play an expanded role in new product
development. Discusses the pros and cons of this strategy, along with
its implications for salesforce management.
Globalization Challenges Facing Fast‐growth Companies
Authors: Tyebjee Tyzoon
Published: May 2006

Observes that most research surrounding the international
performance of companies has revolved around their export intensity.
Takes the view that, although exports are certainly an important
component of globalization, this concept ignores a significant
proportion of a company′s global value‐chain. Presents case studies to
map the globalization of two high‐tech companies. Posits the expectation
that, in companies which perform superlatively in terms of their global
revenue base, value‐adding activities will be dispersed on a world‐wide
basis early in the companies′ evolution, their technology and product
life cycles will show very little lead‐time lag across major markets,
and product development strategies will be driven by global market
requirements.
Sales Teamwork: A DOMINANT STRATEGY FOR IMPROVING
SALESFORCE EFFECTIVENESS
Authors: El‐Ansary Adel L. , Zabriskie Noël B. , Browning John M.
Published: May 2006

Reports the findings of a national study which addresses the
question: why do some salesforces perform much better than others?
Features an in‐depth presentation of the results pertaining to the
teamwork factor and recommends managerial actions to take. Relates the
key findings, examines the measures used to determine salesforce
performance, and identifies teamwork variables constituting the dominant
strategies which result in increasing salesforce effectiveness.
Marketing High‐technology Medical Equipment to Hospitals
Authors: Polley Paulette J. , Shanklin William L.
Published: May 2006

Soaring health‐care costs, increasing government regulation, and
intensifying competition have combined to force hospitals into stricter
cost‐containment controls. This quest for efficiency is especially
pertinent to the most expensive diagnostic and treatment equipment.
Doctors and hospitals historically have placed patients′ welfare above
cost‐benefit considerations. Now, with cost‐containment ever in mind,
hospitals are focussing more on the business side of the equation.
Discusses how the balance of power between health‐care professionals and
business administrators has evolved in hospitals, specifically regarding
high‐technology equipment, as cost‐containment pressures have come to
the fore. Considers to what extent hospital purchasing is influenced
today by various product and service attributes offered by vendors.
Achieving Service Quality Through Gap Analysis and a Basic
Statistical Approach
Authors: Headley Dean E. , Choi Bob
Published: May 2006

Postulates that the use of some key ideas from statistical control
thinking can improve service quality. Explores the identification and
analysis of gaps in perceptual differences between service customers and
service providers as a way of adopting a statistical control philosophy
in a service environment. Argues that such a method provides excellent
information for creating a true customer‐centred approach to service
delivery, being practical, simple in operation and useful for both
immediate and long‐term strategic impact.
Service: the Competitive Edge in Banking
Authors: Coskun A. , Frohlich Cheryl J.
Published: May 2006

Considers the dehumanization and weak service performance in the
banking industry as it seeks to increase its efficiency. Argues that
since customers are demanding more humanized banking, banks must narrow
this gap between supply and demand by evaluating their marketing
deficiencies and becoming more proactive. Considers a model for
developing a bank′s effectiveness and improving customer satisfaction,
thus developing a competitive edge.
How to Invent Service
Authors: Bell Chip
Published: May 2006

Offers a personal commentary considering the real essence of good
service. Argues that at the heart of service distinction is human
interaction and personalization. Considers a range of examples from
personal life experience. Recommends that in order to
“invent” legendary service, companies must work particularly
at ensuring that the customer leaves with positive memories after
finishing dealing with the business.
Marketing Information and Decision Support Systems for
Services
Authors: Sisodia Rajendra S.
Published: May 2006

Discusses the relevance of formal marketing information systems for
services marketing. Examines information technology and its potential
for services marketing, presenting a design for an integrated services
marketing information system. Examines emerging technologies and their
applications to service marketing problems. Considers the overlap
between marketing and operations for service businesses. Concludes with
a discussion of an implementation vector for exploiting the benefits of
this overlap and of related managerial issues.
Excessive Growth in the Service Firm: a Strategic Marketing
Planning Challenge
Authors: Mayo Edward J. , Jarvis Lance P.
Published: May 2006

Examines the issue of excessive growth in the service firm, using
the case example of People Express, a US domestic airline. Addresses the
question of how service firms can grow and yet maintain financial
stability. Focuses on sustainable growth a marketing planning method for
determining the financial feasibility and desirability of a company′s
product and market growth strategies. Concludes that an excessive growth
firm must carefully examine its choices to be able to align its market
opportunities with its financial resources, otherwise it faces disaster
Consumer Perceptions of Department Store Service: a Lesson
for Retailers
Authors: Dotson Michael , Patton W.E.
Published: May 2006

Reports on the difficulties currently faced by department stores.
Argues that a return to a true service orientation is needed. Discusses
consumer attitudes towards the service offered in such stores via the
results of a focus group interview, ranking and perceptual mapping of
store services. Offers managerial guidelines for implementing a
successful service strategy.
What Kind of Marketing Culture Exists in Your Service Firm?
An Audit
Authors: Webster Cynthia
Published: May 2006

Notes that current thinking places an appropriate culture near the
top of the list of important ingredients for successfully marketing
services. Examines the concept of marketing culture in detail. Provides
a method for assessing the marketing culture of a service firm. Outlines
the details of the audit together with possible applications.
Service Provider Job Satisfaction and Customer
Authors: Hoffman K. Douglas , Ingram Thomas N.
Published: May 2006

Considers the impact of multi‐faceted measures of job satisfaction
on customer‐oriented behaviours demonstrated by service providers.
Reveals how overall job satisfaction, together with specific
satisfaction related to supervision, colleagues, promotion and work are
positively related to customer‐orientation, while satisfaction with pay
is not of significance in this case. Discusses recommendations for
management and suggestions for further research.
Symbolic Interactionism: Its Effects on Consumer Behaviour
and Implications for Marketing Strategy
Authors: Leigh James H. , Gabel Terrance G.
Published: May 2006

Notes how many products are purchased due to their symbolic
significance to important reference groups. Discusses the concept of
symbolic interactionism and considers this with regard to
consumerbehaviour. Suggests that marketing practitioners can develop
symbolic relevance via marketing strategy. Makes recommendations for
target market definition and marketing mix options.
Gerontographics: a Scientific Approach to Analyzing and
Targeting the Mature Market
Authors: Moschis George P.
Published: May 2006

Discusses a new method of market segmentation in the mature market.
Develops a model based on research in various disciplines and data from
various studies. Suggests that this model is more effective than some
traditional methods, not only in identifying segments but also in
choosing marketing strategies for reaching specific segments of the
mature market.
The Solo Consumer: Unique Opportunity for the Service
Marketer
Authors: Goodwin Cathy , Lockshin Larry
Published: May 2006

Considers the growing importance of the solo consumer in today′s
services marketplace. Suggests that marketers need to adapt to such
consumers instead of stereotyping them and perceiving them as
“lonely” in a negative manner, which will only serve to
drive away business. Examines the ways consumers canbecome stigmatized
as a result of their treatment in the services marketplace. Offers
suggestions for improving service to existing customers and for
identifying future opportunities in reaching this growing market
segment.
The Multidimensional Nature of Service Facilities
Authors: Turley L.W. , Fugate Douglas L.
Published: May 2006

Notes how service encounters have tended to be viewed as an
interaction between service providers and service customers. Examines
situations where the main encounter is the interaction between the
facility and the customer. Considers different perspectives for planning
service facilities – operational, locational, atmospheric/image,
consumer use, contact personnel. Argues that congruent facilities are
those that can succeed in integrating these competing perspectives.
Affinity Marketing: What is it and How does it Work?
Authors: Macchiette Bart , Roy Abhijit
Published: May 2006

Attempts to clarify the concept of affinity and to distinguish it
from other marketing‐related terms. Gives guidelines for differentiating
three general levels of affinity groups, suggesting respective strategic
implications. Offers a taxonomy for classifying sources from which types
of affinity may emerge and provides a method for relating the affinity
levels with the taxonomy in order to develop a marketing plan.
Elaborates on future opportunities in the field.
Differences Between Product and Services Television
Commercials
Authors: Zinkhan George M. , Johnson Madeline , Christian Zinkhan F.
Published: May 2006

Reports on content‐analysis research of television commercials for
products, services and retail outlets attempting to discover whether the
objectives or strategies used differ. Uses three frameworks for
evaluation of the product and service advertisements. Finds that
services, product and retail marketers are using different advertising
strategies. Notes that many of the differences seem to be concerned with
the heterogeneity, simultaneity and intangibility of services and
discusses implications for managers of these findings.
The Effect of Cues on Service Quality Expectations and
Service Selection in a Restaurant Setting
Authors: Sweeney Jillian C. , Johnson Lester W. , Armstrong Robert W.
Published: May 2006

Considers the need for research on cues used by consumers in
service assessment and selection. Reports on a pilot study using
conjoint analysis to examine the trade‐off nature of cues in a
restaurant setting. Reveals that price played a less important role in
influencing service expectations and selection than more personal
sources of information. Notes the effects of low price on service
quality expectations. Recommends that practitioners conduct a study
among their own market segments and offers advice on developing a list
of relevant cues.
Company Study: Quality for Value‐added Perceptions and
Bottom‐line Results
Authors: Libonati Kathy V.
Published: May 2006

Considers the “Conceptual Model of Service Quality”.
Describes five service gaps, using a case example of American Airlines
as illustration. Examines ways of bridging these gaps. Concludes with a
personal commentary on the delivering of quality.