Sales and Merchandising Commons^™

Exploring The Relationship Between Customer Loyalty And Electronic Loyalty Schemes: An Organisational Perspective, Edmund O'Callaghan, Joan Keegan

Conference proceedings

Electronic loyalty schemes (ELSs) first appeared on the Irish retail landscape when Superclub was launched by the Irish grocery multiple Superquinn in 1993. While ELSs are now commonplace in the Irish retail sector, the rationale for their introduction remains unclear. Loyalty measurability remains a ubiquitous concern within the business literature. This paper offers an organisational perspective on the role and operation of one electronic loyalty scheme. It investigates the benefits of ELSs and their contribution or otherwise to the development of loyalty. The paper reiterates the belief that the real advantage of ELSs resides with their data mining potential to …

Entrepreneurial Orientation As A Basis For Classification Within A Service Industry: The Case Of Retail Pharmacy Industry, Thanigavelan Jambulingam, Ravi Kathuria, William R. Doucette

Business Faculty Articles and Research

To date, service classification research has primarily taken a macro view, creating service typologies or taxonomies by using dimensions such as customer contact or degree of labor intensity. Such classification schemes, though helpful in deciphering critical management issues and positioning strategies between service industries, tend to treat an entire industry, such as airlines, as a single homogenous entity. However, organizations in the same industry often use intangible resources, such as entrepreneurial orientation processes, to compete with one another. Resource-advantage theory suggests that organizations utilize intangible resources to build long-term strategies and a sustainable competitive advantage leading to superior performance. We …

Msu Today, October 2004, Morehead State University. Office Of Communications & Marketing.

Communications and Marketing Publications Archive

The MSU Today magazine of Morehead State University for October of 2004.

Msu Today, September 2004, Office Of Communications & Marketing, Morehead State University.

Communications and Marketing Publications Archive

The MSU Today magazine of Morehead State University for September of 2004.

A Qualitative Investigation On Consumer Trust In Mobile Commerce, Keng Siau, Hong Sheng, Fiona Fui-Hoon Nah, Sidney A. Davis

Research Collection School Of Computing and Information Systems

Mobile commerce represents a significant development in e-commerce, offering accessibility, ubiquity, mobility, and localisation to users. Despite the potential of mobile commerce, trust is a major obstacle in its adoption and development. Many consumers feel uncomfortable with the idea of conducting commerce over wireless, hand-held devices. The focus of this research is to understand trust in mobile commerce and to identify factors that are important for trust development. The research builds on Siau and Shen's framework which depicts two key factors influencing trust in mobile commerce. This research not only validates and expands on the existing framework, but also provides …

The Relationship Among Export Assistance, Pricing Strategy Adaptation To The Foreign Market, And Performance Improvement, Luis Filipe Lages, David B. Montgomery

Research Collection Lee Kong Chian School Of Business

The increasing amount of export assistance provided to firms of rich and poor countries shows the high priority given by national and international policy makers to the encouragement of international trade. Despite this, relatively few international marketing researchers have discussed the effectiveness of such export assistance. This exploratory study provides an empirical foundation for simultaneously analyzing the effects of export assistance on the decision to adapt or standardize the domestic pricing strategy to the main foreign market and ultimately improve a firm’s short-term export performance. Surprisingly, the findings reveal that the total effects of export assistance on short-term export performance …

Obesity, Educational Attainment, And State Economic Welfare, Martin W. Sivula Ph.D.

MBA Faculty Conference Papers & Journal Articles

For the first time in history, estimates of the overweight people in the world rival estimates of those malnourished. The World Health Organization (WHO, 2002) ranked obesity among the top 10 risks to human health worldwide. In the early 1960s, nearly half of the Americans were overweight and 13% were obese. Today some 64% of U.S. adults are overweight and 30.5% are obese. Even more alarming, twice as many U.S. children are overweight than were twenty years ago, a 66% increase. Non-communicable diseases impose a heavy economic burden on already strained health systems. Health is a key determinant of development …

The Effects Of Customer Personality Traits On The Display Of Positive Emotions, Hwee Hoon Tan, Maw Der Foo, Min Hui Kwek

Research Collection Lee Kong Chian School Of Business

Evidence is presented that customers shape their own service experiences through their traits and through the display of positive emotions by service providers. It is proposed that customer personality traits play a role in service experience, since customer scan affect service delivery process and outcomes. It is theorized that both the service provider and the customer affect each service interaction. It is asserted that brief encounters can affect outcomes meaningful to service organizations. The relationship for both customer traits that promote the display of positive emotions and those that inhibit these displays are explored. The trait of agreeableness in customers …

Msu Update, January 2004, Office Of Communications & Marketing, Morehead State University.

Communications and Marketing Publications Archive

MSU Update Newsletters for 2004.

Juliska: Filling A Niche With Imports, Laurence Weinstein, David Gooding

New England Journal of Entrepreneurship

David and Capucine Gooding are completing their third year in business, directing the growing activities of their import business located in Stamford, Connecticut. Their niche is marketing handblown glass which is historically accurate and inspired by such disparate designs as 14th-century French, 16th-century Dutch, and 19th-century Venetian glassware. We interviewed David on a “quiet” day when the phones didn’t seem to be ringing constantly.

An Evaluation Of The Business Value Gained Through The Use Of Customer Relationship Management And Related Ebusiness Solutions Deployed Within An Irish Enterprise, Catherina Kelly

Theses

The company at the centre of this case study is the Irish registered company Hewlett Packard (HP) European Software Centre (ESC) based in the Ballybrit Industrial Estate in Galway, Ireland. The core operation of the ESC is customer services distribution. For HP ESC, effective customer support and service had become a major strategic focus resulting in the strategic requirement for a Customer Relationship Management (CRM) eBusiness solution.

This case study evaluated the business value associated with HP’s CRM implementation focusing primarily on intangible elements of business value as opposed to the more traditional financial measures of IS/IT evaluations. The research …

Salesperson Listening: A Replication And Extension Of The Ilps Scale, Stephen B. Castleberry, Rick Ridnour, C. David Shepherd

Faculty Articles

The primary purpose of this study was further testing of the ILPS scale (Castleberry, et al. 1999). The sample consisted of 101 salespeople from three business-to-business farms in the Midwest. In addition to the ILPS exhibiting good reliability, results are consistent with prior research indicating a significant positive relationship between listening ability and salesperson performance. Results also found a significant positive relationship between listening ability and adaptability and age. Contrary to past salesperson listening research, females were found to be better listeners than men, and there was no significant relationship between listening and salesperson experience. Implications for managers and researchers …

Metaheuristics With Local Search Techniques For Retail Shelf-Space Optimization, Andrew Lim, Brian Rodrigues, Xingwen Zhang

Research Collection Lee Kong Chian School Of Business

Efficient shelf-space allocation can provide retailers with a competitive edge. While there has been little study on this subject, there is great interest in improving product allocation in the retail industry. This paper examines a practicable linear allocation model for optimizing shelf-space allocation. It extends the model to address other requirements such as product groupings and nonlinear profit functions. Besides providing a network flow solution, we put forward a strategy that combines a strong local search with a metaheuristic approach to space allocation. This strategy is flexible and efficient, as it can address both linear and nonlinear problems of realistic …

Procedural Priming Effects On Spontaneous Inference Formation, Kirmani Amma, Michelle P. Lee, Carolyn Yoon

Research Collection Lee Kong Chian School Of Business

Procedural priming refers to how the frequent or recent use of certain cognitive procedures on one task can lead to a greater propensity to use the same procedures on a subsequent task. In this paper, we demonstrate how procedural priming may be used to assess spontaneous inference formation in situations where the inference involves a relationship or rule. We do so in the context of the advertising cost–product quality rule, i.e., that higher advertising expense implies higher product quality. Prior research suggests that underlying the advertising cost–quality rule is a basic human attribution (the effort investment rule) that says, if …

Modularity And The Product Lifecycle, Peter Cebon, Oscar Hauptman, Chander Shekhar

Research Collection Lee Kong Chian School Of Business

Product lifecycle theory, which underlies theories of technical innovation in economics, strategy, marketing, and operations management, is based implicitly on the assumption that products are integrated wholes. The modularization of products undermines the specific synergies which drive the product lifecycle, and this undermining has impacts spanning from the structure of individual organizations to the structure of economies and the definition of industries.

An Investigation Of Consumer Online Trust And Purchase-Repurchase Intentions, Dan J. Kim, Donald Ferrin, Raghav Rao

Research Collection Lee Kong Chian School Of Business

There is little research on trust and satisfaction in the electronic commerce from a longitudinal (pre- and postpurchase) perspective. Based on previous frameworks and theories, this study developed a combined model of consumer trust and satisfaction in the context of Internet shopping. From the valance framework and expectation-confirmation theory, several prepurchase and post-purchase factors such as risk, benefit, consumer trust, expectation, confirmation, and satisfaction are investigated as research variables affecting consumer repurchase intention.

The results of the study show that trust is the strongest predictor of the consumer’s purchase intention. In addition, as in traditional consumer satisfaction studies, it holds …

Reading The Voice Of The Customer: A Content Analysis Of Consumer Reviews, Seshan Ramaswami, Susheela Abraham Varghese

Research Collection Lee Kong Chian School Of Business

Online consumer reviews are an increasingly prominent source of interpersonal influence on consumer preferences. We discuss similarities and differences between these reviews and conventional word-of- mouth sources. A content analysis of 180 online consumer reviews reveals important insights for both academics and managers into the consumer search and influence processes.

Msu Today, 2003, Office Of Communications & Marketing, Morehead State University.

Communications and Marketing Publications Archive

The MSU Today magazine of Morehead State University for April of 2003.

Antecedents Of Salesperson Effectiveness And Efficiency Performance: A Data Envelopment Analysis, Xueming Luo

Doctoral Dissertations

The objective of this dissertation was to (1) measure salesperson efficiency; (2) investigate both personal and organizational factors that determine salesperson efficiency; and (3) investigate both personal and organizational factors that determine salesperson effectiveness. Salesperson efficiency was assessed by data envelopment analysis (DEA). Two different DEA models were employed in order to increase the reliability of the efficiency results. Antecedents of salesperson efficiency and effectiveness were tested using Tobit regression analysis and ordinary least square regression analysis, respectively. These antecedents include not only personal level variables such as working smart, working hard, learning goal orientation, and performance goal orientation, but …

Msu Update, 2003, Office Of Communications & Marketing, Morehead State University.

Communications and Marketing Publications Archive

MSU Update Newsletters for 2003.

Investigating The Effects Of Store-Brand Introduction On Retailer Demand And Pricing Behavior, Pradeep K. Chintagunta, Andre Bonfrer, Inseong Song

Research Collection Lee Kong Chian School Of Business

The effects of the introduction of a store-brand into a particular product category are studied. The paper focuses on the effect of store-brand introduction on the demand as well as on the supply side. On the demand side, the changes in preferences for the national brands and price elasticities in the category are investigated. On the supply side, the effects of the new entrant on the interactions between the national brand manufacturers and the retailer introducing the store brand are studied, including how these interactions influence the retailer's pricing behavior. In doing so, it is possible to test whether the …

Leading The Sales Team: Using Greenleaf's Servant Leadership Paradigm To Facilitate Team Building, Patricia A. Campanaro

Theses and Graduate Projects

According to Peter Drucker, Robert K. Greenleaf is known as the grandfather of the modern empowerment movement in business leadership. Greenleaf fervently believed that true leaders are those who lead by serving others. He was also a strong proponent of ethics and integrity in the ranks of managers/leaders.

A research study in the Journal of Marketing Management, Spring/Summer 1997, reported that the personal factor found to have the greatest influence in the performance of sales managers was training. This paper applies the Servant Leader Model to the demands of the sales leadership role. Traditional sales training concentrates on the mechanics …

Msu Today, 2002 (May), Office Of Communications & Marketing, Morehead State University.

Communications and Marketing Publications Archive

The MSU Today magazine of Morehead State University for May of 2002.

Metro Acoustics Identity Manual, Melissa Meyer

Honors Capstones

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

Msu Today, 2002 (January-February), Office Of Communications & Marketing, Morehead State University.

Communications and Marketing Publications Archive

The MSU Today magazine of Morehead State University for January and February of 2001.

Msu Update, 2002, Office Of Communications & Marketing, Morehead State University.

Communications and Marketing Publications Archive

MSU Update Newsletters for 2002.

Sampling Concepts, Paul Boyd, Ph.D.

MBA Faculty Conference Papers & Journal Articles

The usefulness of any research is dependent upon how well the group studied represents the group about which decisions are to be made or conclusions drawn. That is, it depends upon how well the sample reflects relevant characteristics of the population. When it is possible to study every member of that group there is no problem, for on these occasions we can easily calculate the exact attribute (parameter) of interest for our population.

For example, if we were interested in determining the average number of gallons of gasoline sold to customers at our service station yesterday, we …

Barriers To The Advancement Of Modern Food Retail Formats: Theory And Measurement, Arieh Goldman, Seshan Ramaswami, Robert E. Krider

Research Collection Lee Kong Chian School Of Business

The recent expansion of global food retailers into emerging economies has made the study of food retail modernization especially relevant at this time. We present a framework to analyze limitations to market share growth of retail formats based on diffusion across consumer segments and by product category. We then propose a measurement approach, based on consumer surveys, that quantifies the impact of these processes on supermarket market share. Food retail modernization is then examined in Hong Kong by this approach for two points in time. In a 1995 diagnostic study, we find that geographic and economic segment diffusion of supermarkets …

Almonds Western Australia, Andrew Quinn, David Pocock

Horticulture published reports

The Almond industry 1s one of the less explored new industry options in Western Australia, despite offering one of the more significant opportunities for expansion and market development. Previous attempts to expand the industry have met with little progress primarily because of the small orchard areas planted, limited economies of scale, significant impact by birds and absence of a local processing plant.

Global Almond exports exceed US$1 billion per annum and are dominated by California. Almond products are traded in the international commodity market with prices primarily set by the USA.

Critical to the development of the industry in Western …

Msu Today, 2001, Office Of Communications & Marketing, Morehead State University.

Communications and Marketing Publications Archive

The MSU Today magazine of Morehead State University for Spring of 2001.