Business Commons^™

Customer Satisfaction Index Of Singapore: The Singapore Management University Subscription Report 2008, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence

The Institute of Service Excellence at Singapore Management University (ISES) was appointed by the Singapore Workforce Development Agency (WDA) to implement and maintain an annual benchmark for the services sector in Singapore.

The Customer Satisfaction Index of Singapore (CSISG) was first launched in April 2008 based on data collected from a nationwide survey conducted in 2007. The CSISG is modeled after the American Customer Satisfaction Index (ACSI) developed by the University of Michigan in 1994.

In this second year, CSISG 2008 produced satisfaction indices for 88 companies from 35 sub-sectors, cutting across 8 services sectors, namely Education, Finance & Insurance …

Cross-Functional Integration And New Product Performance: An Empirical Analysis And Findings, Lisa C. Troy, Tanawat Hirunyawipada, Audhesh K. Paswan

Management and Marketing Faculty Publications

Although cross-functional integration is often considered an important element in a successful new product development program, a great deal of variance exists in extant literature regarding how integration is defined and implemented and how relevant studies are conducted.

The authors attempt to bring clarity to a diverse set of 25 studies that investigate cross-functional integration by empirically analyzing 146 correlations between integration and aspects of new product success. The authors examine the impact of 12 potential moderators that affect the integration–success link using meta-analysis techniques.

The findings indicate that though cross-functional integration may indeed have a direct impact on success, …

Sorghum & Pearl Millet In Zambia: Production Guide, [2006], Kimberley Christiansen

INTSORMIL Scientific Publications

U.S. government publication about sorghum and pearl millet production and sales in Zambia.

Become A Value Merchant, James Anderson, Nirmalya Kumar, James A. Narus

Research Collection Lee Kong Chian School Of Business

Increasingly held accountable for reducing costs, purchasing and other customer managers don't have the luxury of simply believing suppliers' claims of cost savings. A relatively easy and quick way to obtain savings is for purchasing managers to focus on price and obtain price concessions from suppliers. To enhance their negotiating power, purchasing managers attempt to convince suppliers that their offerings are the same as their competitors, so that they could be easily replaced. In the face of such pressure, suppliers cave in and match competitor prices. Doing business based on demonstrating and documenting superior value is, indeed, a rare commodity. …

Customer Satisfaction Index Of Singapore: Executive Summary 2007, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence

The Institute of Service Excellence at Singapore Management University was appointed by the Workforce Development Agency (WDA) to implement and maintain an annual benchmark for service related industries in Singapore. The 2007 Customer Satisfaction Index of Singapore (CSISG 2007) is based on data from a nationwide survey conducted between May 1 and July 23 2007. This survey was designed by the National Quality Research Center (NQRC) at the University of Michigan and modeled after the American Customer Satisfaction Index (ACSI).

Certified Value Sellers, James Anderson, Nirmalya Kumar, James A. Narus

Research Collection Lee Kong Chian School Of Business

Some companies think that offering deep discounts to buyers is the only way to sell their products in business markets. The authors propose a better way.

Business Market Value Merchants, James Anderson, Nirmalya Kumar, James A. Narus

Research Collection Lee Kong Chian School Of Business

To get a fair return on the superior value that their offerings deliver to customers, progressive B-to-B companies transform their sales forces from value spendthrifts into value merchants. These companies foster value merchants in more ways than simply compensating salespeople on profitability. As a result, their salespeople become value merchants, making business with customers more profitable by finding value drains and value leaks--rather than by seeking price cuts to retain or gain business.

Msu Update, 2008, Office Of Communications & Marketing, Morehead State University.

Communications and Marketing Publications Archive

MSU Update Newsletters for 2008.

2008 Spring Convocation Program, Office Of Communications & Marketing, Morehead State University.

Communications and Marketing Publications Archive

Spring convocation program held in January of 2008.

Petland Investigation Report, The Humane Society Of The United States

PUPPY MILL INFORMATION

America's largest chain of puppy-selling pet stores, Petland Inc., is also the nation's largest retail supporter of puppy mills. There are more than 200 Petland stores worldwide, with about 140 in the U.S. Collectively, these stores sell tens of thousands of puppies each year. On November 20, 2008 The Humane Society of the United States (The HSUS) revealed the results of a shocking eight-month investigation of Petland stores. The investigation reveals that Petland stores across the country have marketed puppy-mill puppies to unsuspecting consumers.

How Does Advertising Articulate The Tropes Of The Posthuman That Exist In Contemporary Culture?, Norah Campbell

Doctoral

The posthuman is a concept that has accrued much currency in disciplines as diverse as legal theory, artificial life science and philosophy. This thesis explores the meaning of the concept by initially examining what it means to be human, finding that art and science have so far failed to provide a long-lasting definition of humanness. Instead of a temporal “coming-after” stage of humanity, posthumanism might be more usefully seen as a concept that draws attention to the cracks that have always existed in the apparently water-tight description of the human- how the “human” has changed radically and continues to change …

Role Of The Sales Manager And Its Intersection With Sales Technology, Stephen Kennelly

Masters

The area of sales management and technology is an expanding and dynamic field of research. Examining the impact and facets of technology in the arena of sales management has been steadily increasing over the past few decades as sales managers and industry seek to benefit from the multiple uses of technology. Large scale quantitative sales research itself in Ireland has been limited over the past 15 years and not since De Burca and Lambkin (1991) performed an analysis of the industry has there been any wide scale research in Ireland. This body of work seeks to follow on from De …

The Professional Bull Riders Tour: Growth And Development Of A Niche Sport, Peter A. Maresco, Joshua Shuart

WCBT Faculty Publications

The Professional Bull Riders Tour (PBR) presents an opportunity to study a niche sport in transition. After its days as simply a part of the rodeo, the tour has seen tremendous growth as a separate, independent activity. This paper highlights the beginnings of the PBR and its eventual development into one of the highest earning and most watched non-prime-time spectator sports. It also focuses on the development of the marketing behind the PBR and includes an analysis of sponsors and ancillary marketing activities.

A Trust-Based Consumer Decision-Making Model In Electronic Commerce: The Role Of Trust, Perceived Risk, And Their Antecedents, Dan J. Kim, Donald L. Ferrin, H. Raghav Rao

Research Collection Lee Kong Chian School Of Business

Are trust and risk important in consumers' electronic commerce purchasing decisions? What are the antecedents of trust and risk in this context? How do trust and risk affect an Internet consumer's purchasing decision? To answer these questions, we i) develop a theoretical framework describing the trust-based decision-making process a consumer uses when making a purchase from a given site, ii) test the proposed model using a Structural Equation Modeling technique on Internet consumer purchasing behavior data collected via a Web survey, and iii) consider the implications of the model. The results of the study show that Internet consumers' trust and …