When I hear businessmen speak eloquently about the “social responsibilities of business in a free-enterprise system”, I am reminded of the wonderful line about the Frenchman who discovered at the age of 70 that he had been speaking prose all his life. The businessmen believe that they are defending free enterprise when they declaim that business is not concerned “merely” with profit but also with promoting desirable “social” ends; that business has a “social conscience” and takes seriously its responsibilities for providing employment, eliminating discrimination, avoiding pollution and whatever else may be the catchwords of the contemporary crop of reformers. In fact they are — or would be if they or anyone else took them seriously -preaching pure and unadulterated socialism. Businessmen who talk this way are unwitting puppets of the intellectual forces that have been undermining the basis of a free society these past decades.

/pdf/the-social-responsibility-of-business-is-to-increase-its-409fras19p.pdf

The Social Responsibility of Business Is to Increase Its Profits

The authors propose a communication-based model of relationship marketing and discuss how communication (rather than persuasion) is the foundation of the “new” customer-focused marketing efforts. T...

https://www.jstor.org/stable/pdfplus/1252157.pdf

A Communication-Based Marketing Model for Managing Relationships:

Vaitoskirja pyrkii vastaamaan kahteen kysymykseen: Onko mahdollista muotoilla tuotannon teoriaa? Jos on, johtaako teoria tehokkuuden kohoamiseen, kun sita sovelletaan rakentamiseen?

Historiallinen analyysi paljastaa, etta 1900-luvulla on kehitetty ja sovellettu kolmea eri tuotannon kasitteellista mallia. Tuotanto on nahty muunnoksena, virtana ja arvontuottona. Kaikkia naita malleja voidaan perustellusti pitaa valttamattomina tuotannon ymmartamiseksi, ja niita tulisi siten soveltaa rinnakkain. Vaitostutkimuksessa esitettavaa tuotannon mallia kutsutaan tuotannon TFV-teoriaksi (Transformation, Flow, Value generation).

Tutkimuksen tulokset osoittavat, etta tehokkuutta alentavia ongelmia esiintyy yleisesti rakentamisen kaikissa vaiheissa: rakennuttajan paatoksenteossa, suunnittelun ohjauksessa ja rakennustuotannon ohjauksessa. TFV-teoria selittaa suurelta osin rakentamisen ongelmien syntymisen. Tarkasteltaessa pioneeriyritysten kehittamishankkeita, joissa on sovellettu TFV-teorian tiettyja ydinpiirteita, voidaan havaita, etta talle teorialle perustuvat menetelmat tuottavat merkittavia kustannussaastoja ja muita hyotyja. TFV-teorian avulla voidaan siten suunnata uusiin tehokkaampiin menetelmiin tahtaavaa kokeilua ja kehitystyota seka rakentamisen kaytannon etta tutkimuksen piirissa.

/pdf/an-exploration-towards-a-production-theory-and-its-1y5pohraps.pdf

An exploration towards a production theory and its application to construction

The authors examine the growing and pervasive phenomenon of brand alliances as they affect consumers’ brand attitudes. The results of the main study (n = 350) and two replication studies (n = 150, ...

Is a company known by the company it keeps? assessing the spillover effects of brand alliances on consumer brand attitudes

In this article, the authors examine the circumstances in which brand names convey information about unobservable quality. They argue that a brand name can convey unobservable quality credibly when...

Signaling Unobservable Product Quality through a Brand Ally

Although researchers have concentrated on various measures of customer satisfaction (CS) and the relationship of CS to firm performance, they have done little to determine what constitutes the best practices of firms focusing on CS as a corporate strategy. These authors report the results of their investigation into the best practices of four manufacturing firms with reputations for delivering high levels of customer satisfaction. They found that, although the firms developed a CS strategy for different reasons, each had similar characteristics that enabled them to concentrate on satisfying the customer. While the firms generally outperformed the average firm in their industry in profits and asset utilization after adopting a customer satisfaction strategy, they were not as successful in increasing market share; nor has the market valued them as highly as it has valued others in their industry. Finally, the authors suggest ways companies can improve their customer satisfaction measures and practices.

Greg Gleason

Papers

Best Practice for Customer Satisfaction in Manufacturing Firms