Sales and Merchandising Commons^™

Customer Satisfaction Index Of Singapore 2014: Full Year Overview, Institute Of Service Excellence, Smu

Research Collection Institute of Service Excellence (2007-2024)

The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. The fourth quarter results mark the end of measurement for CSISG 2014. Singapore’s 2014 national score is computed using the data collected during these four quarters.

The Power Of Point Of Sale Improving Growth, Profit, And Customer Service In A Retail Business, Matthew Cote

Honors Projects in Marketing

For many small businesses, creating a captivating retail experience is the key to success, and finding the right technologies to enable that experience is crucial for sustaining a competitive advantage. This project is a case study designed to evaluate and select a Point of Sale (POS) system and Inventory Management (IM) system for a small business based upon its specific industry needs. The project creates a three step framework leading up to the real world implementation of these systems and uses the Rhode Island based company - Wildwood Inc. - as the subject of the study. Wildwood Inc. is a …

Consumer Perception Of Tactile Packaging: A Research Study On Preferences Of Soft Touch And Hi Rise Coatings In Cosmetic Packaging, Malcolm G. Keif Ph.D., Colleen Twomey, Andrea Stoneman

Journal of Applied Packaging Research

A choice-based conjoint study was conducted sampling 400 individuals to determine their preference for Soft Touch and raised tactile coatings, which are sometimes called Hi Rise or profile coatings. Soft Touch coatings have a velvety, warm feel to them, and Hi Rise coatings simulate embossing with a glossy appearance to them. Both are considered tactile coatings, engaging the sense of touch.

Demographic profile data, level of agreement about statements related to cosmetic packaging and packaging choice set selections were collected. The conjoint sets contained three attributes: design color, tactile coatings, and price.

Design choice was split. Approximately half of the …

2015 Spring Convocation Program, Office Of Communications & Marketing, Morehead State University.

Communications and Marketing Publications Archive

Spring convocation program held on January 7, 2015.

Sales And Operations Planning: A Performance Framework, Scott C. Ambrose

Doctor of Business Administration Dissertations

Despite a robust body of practitioner-oriented literature focused on the importance of balancing customer demand with product supply within companies, there is very little empirical research suggesting how to achieve it. Sales and Operations planning (S&OP) is a tactical approach meant to help firms accomplish demand and supply balance at aggregate levels. While guidebooks authored by consultants suggest best practices that lead to S&OP success, many experts agree that companies have fallen short of achieving the anticipated benefits. Carried out by cross-functional teams, S&OP entails getting people from different thought worlds to work toward a common goal, a challenging task …

Why Empowering Salespeople Is A Double Edge Sword, Lucy Matthews

Doctor of Business Administration Dissertations

Salespeople in business-to-business markets are given autonomy to manage firms’ relationships with their customers. This autonomy implies that salespeople are responsible for making decisions that not only benefit but may also adversely impact customers (e.g., offer an account preferential treatment vs. terminate an established account). While numerous studies establish that autonomy (a critical facet of empowerment) has a positive impact on sales employee’s job outcomes, this study investigates the possibility that salesperson autonomy also has undesirable effects on salesperson job outcomes because it makes them responsible for decisions that have adverse consequences on the customers they are charged with satisfying. …

Dispersion Of Marketing Capabilities: Impact On Marketing’S Influence And Business Unit Outcomes, Michael T Krush, Ravipreet Sohi, Amit Saini

Department of Marketing: Faculty Publications

The marketing function of firms continues to evolve into many configurations, including the dispersion of marketing capabilities. This study evaluates the effects on the marketing function’s influence when marketing capabilities are dispersed across multiple boundaries. Using a sample of marketing executives, we study the effects of two forms of marketing capabilities dispersion: intra-organizational dispersion and inter-organizational dispersion. We examine the impact of these forms on marketing’s perceived influence within the firm. We also investigate marketing’s influence on customer responsiveness, along with three distal outcomes: marketing strategy implementation success, relationship portfolio effectiveness, and business unit performance. Our findings reveal that marketing’s …

Should Event Organisers Prevent Resale Of Tickets?, Singapore Management University

Perspectives@SMU

Letting scalpers into the action can help event organisers boost revenue, but a ticket option – like a stock option – is the best win-win solution

Relational Behavior Of Leaders: A Comparison By Vocational Context, G. Ronald Gilbert, Robert C. Myrtle, Ravipreet S. Sohi

Department of Marketing: Faculty Publications

Organizational researchers widely acknowledge that positive relational behavior is associated with leadership effectiveness. In this exploratory study, we seek to extend previous research examining contextual factors that influence leadership style based on the characteristics of person–vocation fit. Using information derived from a 360° assessment that included one’s top managers, peers, and subordinates (N = 934), we find that leaders working in settings that attract Holland’s Social (S) types demonstrate more positive relational behavior than those who work in Realistic (R) type work settings. Our research also indicates that the relationship between leadership style and perceived effectiveness varies based on …

Digital Dreams: A Study Of Consumer Gaming Habits Among College Students, Judah Chezick

Honors Capstones

Capstone submitted as a graduation requirement for the BSU Honors Program.

International Management: Strategic Opportunities And Cultural Challenges, Paul B. Sweeney, Dean B. Mcfarlin

Management and Marketing Faculty Publications

As the economies of many countries become more interrelated, international managers are facing huge challenges and unique opportunities associated with their roles. Now in its fifth edition, Sweeney and McFarlin's International Management embodies a balanced and integrated approach to the subject, emphasizing the strategic opportunities available to firms on a global playing field, as well as exploring the challenges of managing an international workforce.

Integrating theory and practice across all chapter topics, this book helps students to learn, grasp, and apply the underlying principles of successful international management:

• Understanding the broad context of international business, including the critical trends impacting …

Old Style Havana Rum: Start Up Plan, Bryan S. Midlik

Williams Honors College, Honors Research Projects

Old Style Havana Rum Start Up Plan includes the market analysis and feasibility of creating start up rum company in North East Ohio. A rum industry analysis helps lead to a creative start up strategy and a first year financial plan for what will be a new liquor on the market.

Folgers: The New Era Of Coffee, Anthony J. Jakubowski, Danielle Hickman, Annie Pang, Adrianna Hartman, Alex Naragon

Williams Honors College, Honors Research Projects

The primary purpose of this paper is to discuss the repositioning of the Folgers brand through a new and improved Brand Pyramid and two strategic recommendations. In order to come to these conclusions, the group utilized secondary research to gain a background on the coffee industry as a whole, the acquisition of the Folgers brand by Smucker’s, the competition relative to Folgers in the coffee market, a social media analysis focusing on the competitors, and finally research regarding the Millennial generation. The conclusions from this secondary research led to the methodology used in order to come up with the new …

Deception In Cosmetics Advertising: Examining Cosmetics Advertising Claims In Fashion Magazine Ads / 化妆品广告中的欺骗:分析时尚杂志广告中的化妆品广告, Jie G. Fowler, Timothy H. Reisenwitz, Les Carlson

Department of Marketing: Faculty Publications

The FDA has only focused upon the physical safety of cosmetics and has ignored the significant reasonability of advertising claims. As such, the present article is intended to examine/ascertain the extent to which cosmetics claims contain deceptive content in fashion ads. Through a content analysis, the study reported herein revealed that cosmetics claims were not evenly distributed. To that end, the preponderance of the claims appeared to be described primarily by three categories (scientific, performance and subjective). The results also showed that more cosmetics claims were classified as deceptive than were deemed as acceptable. Close examination of these trends revealed …

Does Service Employees' Appearance Affect The Healthiness Of Food Choice?, Tabea: Benoit Huneke, Sabine Benoit, Anders Gustafsson

Research Collection Lee Kong Chian School Of Business

Derived from previous research on social influence on food consumption and social comparison theory, this article examines the effect of service employees’ appearance on consumers’ food choice using an experimental study, involving a video manipulation and eye-tracking technique. The video shows a menu being proffered by a waitress whose degree of apparent healthiness varies (healthy, overweight, unhealthy lifestyle). The menu contains both healthy and unhealthy meal alternatives. The analysis of participants’ eye movements demonstrated that exposure to the overweight employee did not stimulate greater (i.e., earlier or longer) attention to unhealthy meal alternatives, whereas exposure to the employee who displayed …