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Articles 1 - 18 of 18
Full-Text Articles in Business
Everyday Advertising Context: An Ethnography Of Advertising Response In The Family Living Room, Laknath Jayasinghe, Mark Ritson
Everyday Advertising Context: An Ethnography Of Advertising Response In The Family Living Room, Laknath Jayasinghe, Mark Ritson
Laknath Jayasinghe
Consumer research largely examines television advertising effects using conventional psychological accounts of message processing. Consequently, there is an emphasis on the influence of textual content at the expense of the everyday interpersonal viewing contexts surrounding advertising audiences. To help restore this theoretical imbalance an ethnographic study was conducted in eight Australian homes to explore the influence of everyday viewing contexts on advertising audiences. This article examines how the everyday advertising contexts of social interaction, viewing space, media technology use, and time impact consumer responses to television advertising texts. Advertising viewing behavior in the family living room is framed within broader …
Getting A Good Read, Todd Bruns, Rendong Bai
Getting A Good Read, Todd Bruns, Rendong Bai
Todd A. Bruns
Libraries began to see service competition for the first time in the 1990s, due to the Internet and Google. The necessity of being more customer-focused became apparent, and this resulted in the creation of LibQUAL+, a tool developed to quantitatively measure the quality of customer service (Saunders, 2007). While LibQUAL+ serves as a first step toward increasing quality and value for patrons, library commitment to responding to survey results is essential.Although LibQUAL+ has been used by a wide range of libraries, this paper focuses on the use of LibQUAL+ by academic libraries, using two university libraries (Vanderbilt University and the …
Current State Of Management/Union Relations In Hospitality Sector, Helen Lavan, Marsha Katz
Current State Of Management/Union Relations In Hospitality Sector, Helen Lavan, Marsha Katz
Helen LaVan
Labor management relations in the hospitality sector is an important aspect of effective management. Increasingly, unions are becoming proactive in organizing hospitality workers. This manifests itself in strikes, boycotts, picketing, sexual harassment complaints, and complaints to OSHA regarding safety and health workplace violations. This research monitors the current scene with respect to labor management relations and analyzes work issues that have been brought up for third-party resolution by NLRB staff or arbitrators. The study reports on 66 NLRB cases and 104 arbitration cases. Issues brought before the NLRB include mostly contract interpretations. In arbitration, there were mostly discipline issues, including …
Evaluation Of Malaysian Retail Service Quality, Mohd Roslan Mohd Nor, Zalina Ibrahim, Linda Dana, Ahmad Faisal Mahdi, Mohamad Zaid Mohd Zin, Mohd Anuar Ramli
Evaluation Of Malaysian Retail Service Quality, Mohd Roslan Mohd Nor, Zalina Ibrahim, Linda Dana, Ahmad Faisal Mahdi, Mohamad Zaid Mohd Zin, Mohd Anuar Ramli
Mohd Roslan Mohd Nor
In retailing different requirement of service quality in product or services environment required. Some of the retail stores have lack on service quality whereas the salesperson is not well trained, unknowledgeable and rude. This study aims to evaluate the retail service quality from a supermarket in Kuching, Malaysia and sets out to determine what influence customers to shop. This research looks at the five dimensions of retail service quality: the physical aspect, reliability, personal interaction, problem solving and policy. A survey of 200 respondents was conducted and reliability test is measured to represent the dimensions whereas regression test and Pearson …
Disney: Delights And Doubts, Nikhilesh Dholakia, Jonathan Schroeder
Disney: Delights And Doubts, Nikhilesh Dholakia, Jonathan Schroeder
Nikhilesh Dholakia
Disney and its spectacularly successful theme parks are analyzed through the lens of its consumers. We focus on how Disney manages the consumption experience and discuss Disney strategies from several perspectives. Disney provides a paradigm for contemporary consumption. A framework is presented to understand consumption in Disney and Disneyesque settings. Finally, we offer cautions and critiques regarding such strategies-a guide for the informed consumer.
Cultural Contradictions Of The Anytime, Anywhere Economy: Reframing Communication Technology, Nikhilesh Dholakia, Detlev Zwick
Cultural Contradictions Of The Anytime, Anywhere Economy: Reframing Communication Technology, Nikhilesh Dholakia, Detlev Zwick
Nikhilesh Dholakia
Technology-aided ubiquity and instantaneity have emerged as major goals of most information technology providers and of certain classes of users such as “road warriors”. New mobile technologies promise genie-in-a-bottle type near-magical qualities with anytime, anywhere access to information and services. While the complex science, systems, and economics of such technologies receive considerable attention from industry executives and researchers, the social and cultural aspects of these technologies attract less attention. This paper explores the oft-contradictory promises and pitfalls of anytime, anywhere technologies from a cultural standpoint. It makes suggestions for reinterpreting these technologies for greater human good.
Privacy And Consumer Agency In The Information Age: Between Prying Profilers And Preening Webcams, Nikhilesh Dholakia, Detlev Zwick
Privacy And Consumer Agency In The Information Age: Between Prying Profilers And Preening Webcams, Nikhilesh Dholakia, Detlev Zwick
Nikhilesh Dholakia
This article is about the ability of the consumer to control his or her destiny in the new electronic marketspace. Two seemingly opposite phenomena – the need for privacy and the desire for exhibitionism and voyeurism – are vying for attention on the media landscape. We believe the simultaneous occurrence of privacy concerns and ultraexhibitionism is not coincidental. Indeed, exhibitionism and voyeurism seem to offer new tools for consumer resistance against the electronic surveillance systems in networked markets and are inextricably linked to consumers’ desire for control over their intimate personal information.
Consumer Subjectivity In The Age Of Internet: The Radical Concept Of Marketing Control Through Customer Relationship Management, Detlev Zwick, Nikhilesh Dholakia
Consumer Subjectivity In The Age Of Internet: The Radical Concept Of Marketing Control Through Customer Relationship Management, Detlev Zwick, Nikhilesh Dholakia
Nikhilesh Dholakia
In this paper, we present a poststructuralist analysis of customer database technology. This approach allows us to regard customer databases as configurations of language that produce new and significant discursive effects. In particular, we focus on the role of databases and related technologies such as customer relationship management (CRM) in the discursive construction of both customers and customer relationships. First, we argue that organizations become the authors of customer identities, using the language of the database to configure customer representation. From this perspective, we can see the radical innovation that the customer database brings to the organizational construction of its …
India’S Emerging Retail Systems: Coexistence Of Tradition And Modernity, Nikhilesh Dholakia, Ruby Roy Dholakia, Atish Chattopadhyay
India’S Emerging Retail Systems: Coexistence Of Tradition And Modernity, Nikhilesh Dholakia, Ruby Roy Dholakia, Atish Chattopadhyay
Nikhilesh Dholakia
India’s retailing sector is expected to remain in a transition spiral for the foreseeable future. Because of India’s unique context—in terms of history, regulation, institutions, demographics, geography, and traditions—available theories of retail evolution have limited applicability to the retail situation in India. Drawing from the literature, as well as from empirical research and practical experiences of over a decade, this article presents a conceptual frame for understanding the retail sector of India and the likely future trajectory of this sector.
Mobility And Markets: Emerging Outlines Of M-Commerce, Ruby Roy Dholakia, Nikhilesh Dholakia
Mobility And Markets: Emerging Outlines Of M-Commerce, Ruby Roy Dholakia, Nikhilesh Dholakia
Nikhilesh Dholakia
Mobile commerce—or m-commerce—is characterized by the emerging class of location-based commercial services delivered by a variety of handheld terminals such as mobile phones and palmtop devices. At the Conference on Telecommunications and Information Markets (COTIM)-2001, an international conference held in Karlsruhe, Germany, academic researchers and business practitioners shared their experiences and frameworks about m-commerce. Selected papers based on COTIM-2001 presentations are included in this Special Issue. This paper introduces the preconditions that led to the emergence of m-commerce, the main dimensions of m-commerce that distinguish it from e-commerce, and the key arguments from the contributions on m-commerce in this Special …
Professional And Trade Associations In A Nascent And Formative Sector Of A Developing Economy: A Case Study Of The Nasscom Effect On The Indian Offshoring Industry, Nir Kshetri, Nikhilesh Dholakia
Professional And Trade Associations In A Nascent And Formative Sector Of A Developing Economy: A Case Study Of The Nasscom Effect On The Indian Offshoring Industry, Nir Kshetri, Nikhilesh Dholakia
Nikhilesh Dholakia
As important sources that shape institutional structures in an economy, professional and trade associations play significant roles in bringing and legitimating institutional changes. This paper examines the roles of professional and trade associations' impacts on institutions associated with a nascent and formative sector of a developing economy. In empirical terms, the paper offers an in-depth case study of India's National Association of Software and Services Companies (NASSCOM) on institutional changes related to the offshoring industry. The NASSCOM case shows that under appropriate conditions, professional and trade associations represent an alternative to the state in shaping the industry landscape.
Borderless Bits: Electronic Globalization And Its Social Consequences, Nikhilesh Dholakia
Borderless Bits: Electronic Globalization And Its Social Consequences, Nikhilesh Dholakia
Nikhilesh Dholakia
Globalization of services with the aid of electronic technologies - popularly called outsourcing or offshoring - has been accelerating. In this paper, the factors that drive electronic globalization - as distinct from factors that drive the general process of globalization - are discussed briefly. A simple model of a 2-firm USA-India dyad engaged in outsourcing relationships is presented to outline the economic basis for electronic globalization. By introducing wider political and cultural forces, progressively more complex views of the electronic globalization phenomenon are presented. Finally, the interplays of the economic, political, and cultural forces are explored to arrive at a …
Finanzkapital And Consumers: How Financialization Shaped Twentieth Century Marketing, Nikhilesh Dholakia
Finanzkapital And Consumers: How Financialization Shaped Twentieth Century Marketing, Nikhilesh Dholakia
Nikhilesh Dholakia
Purpose – By tracing the history of the links of financialization to consumer behaviors and marketer actions in the twentieth century, this paper aims to show that consumer market phenomena are often shaped by the imperatives of finance. Design/methodology/approach – The paper employs selective historical overviews, mainly focusing on the USA, of four tranches of the past century: the run up to the Great Depression; from post-Depression to the Second World War; the post-Second World War Bretton Woods system and its collapse in the 1970s; and the increasingly risk-charged last three post-Bretton Woods decades of the twentieth century. Findings – …
Online Qualitative Research In The Age Of E-Commerce: Data Sources And Approaches, Nikhilesh Dholakia, Dong Zhang
Online Qualitative Research In The Age Of E-Commerce: Data Sources And Approaches, Nikhilesh Dholakia, Dong Zhang
Nikhilesh Dholakia
With the boom in E-commerce, practitioners and researchers are increasingly generating marketing and strategic insights by employing the Internet as an effective new tool for conducting well-established forms of qualitative research (TISCHLER 2004). The potential of Internet as a rich data source and an attractive arena for qualitative research in e-commerce settings—in other words cyberspace as a "field," in the ethnographic sense—has not received adequate attention. This paper explores qualitative research prospects in e-commerce arenas. URN: urn:nbn:de:0114-fqs0402299
The Epistemic Consumption Object And Postsocial Consumption: Expanding Consumer‐Object Theory In Consumer Research, Detlev Zwick, Nikhilesh Dholakia
The Epistemic Consumption Object And Postsocial Consumption: Expanding Consumer‐Object Theory In Consumer Research, Detlev Zwick, Nikhilesh Dholakia
Nikhilesh Dholakia
We introduce the concept of the epistemic consumption object. Such consumption objects are characterized by two interrelated features. First, epistemic consumption objects reveal themselves progressively through interaction, observation, use, examination, and evaluation. Such layered revelation is accompanied by an increasing rather than a decline of the object’s complexity. Second, such objects demonstrate a propensity to change their “face‐in‐action” vis‐à‐vis consumers through the continuous addition or subtraction of properties. The epistemic consumption object is materially elusive and this lack of ontological stability turns the object into a continuous knowledge project for consumers. Via this ongoing cycle of revelation and discovery, consumers …
Novos Serviços De Informação E Comunicação: Um Quadro De Referência Estratégico, Nikhilesh Dholakia, Norbert Mundorf, Ruby Roy Dholakia
Novos Serviços De Informação E Comunicação: Um Quadro De Referência Estratégico, Nikhilesh Dholakia, Norbert Mundorf, Ruby Roy Dholakia
Nikhilesh Dholakia
From the late 1960s onwards, the range of information and communication services available to residential consumers and business users in the technologically advanced nations has been growing. The future of information services will depend on the strategic and structural interactions of firms specializing in content, conduits and components.
Firm Culture And Performance: Intensity's Effects And Limits, Patrick J. Murphy, Robert Cooke, Yvette P. Lopez
Firm Culture And Performance: Intensity's Effects And Limits, Patrick J. Murphy, Robert Cooke, Yvette P. Lopez
Yvette P. Lopez
No abstract provided.
Managing Sales Compensation: A Sales Force Configuration Approach, Pankaj M. Madhani
Managing Sales Compensation: A Sales Force Configuration Approach, Pankaj M. Madhani
Dr. Pankaj M. Madhani
A company and the configuration of its sales force have to evolve as the company goes through the stages of its life cycle. Sales force configuration involves decisions that reflect sales strategy, sales force structure and sales force size. Specifically, it focuses on how the sales personnel apportion their efforts among different products, customers, geography and selling activities (sales strategy); the differing roles that internal sales force and external selling partners should play (sales force structure) and the sales force capacity to effectively serve the customers (sales force size). Sales force configuration management is critical because it determines how quickly …