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Strategic Leadership: Do Supply Chain Management Leaders Make Better Senior Executives?, Stephen M. Rutner, Rebecca A. Scott, William I. Norton, Jr.
Strategic Leadership: Do Supply Chain Management Leaders Make Better Senior Executives?, Stephen M. Rutner, Rebecca A. Scott, William I. Norton, Jr.
Association of Marketing Theory and Practice Proceedings 2019
Starting in the 1990’s, various companies began to see Logistics and Supply Chain Management as tools to gain competitive advantage in the marketplace (Li et. Al., 2006). The rise of Supply Chain Management (SCM) as a critical element of various companies’ strategies raises the question of the abilities of various leaders. For most companies, there is an assumption that the senior leader(s) should be a person whose operational and tactical experiences are in the basic function the company performs (i.e., a manufacturing company would be best led by an engineer that progressed through the manufacturing process/floor/plant/etc.) However, the assumption that …
Customer Service In The It/Social Media Marketing Era: Reverting To A Zero-Sum Game, Jon Martin
Customer Service In The It/Social Media Marketing Era: Reverting To A Zero-Sum Game, Jon Martin
Association of Marketing Theory and Practice Proceedings 2019
During the past 10-15 years marketers and consumers have increasingly pondered and discussed if customer service has improved or declined. During this time we’ve experienced the great marketing power of IT and social media but have also heard and/or shared many “horror stories” of poor customer service in a changing marketplace. Which is true? Has customer service declined, improved, and/or merely changed? The answer is simply, “YES - all of the above”. However, the key challenge, for both consumers and marketers, is not so much a “yea vs. nay” determination, but to better examine the what, why, and how of …