Showing papers on "Marketing management published in 2007"

Relationship marketing and customer loyalty

Abstract: Purpose – To examine the impact of relationship marketing strategy on customer loyalty.Design/methodology/approach – A questionnaire derived from previous studies and the relevant literature was completed by 220 bank customers in Malaysia. Multiple regression analysis assessed the impact on customer loyalty of four key constructs of relationship marketing (trust, commitment, communication and conflict handling).Findings – The four variables have a significant effect and predict a good proportion of the variance in customer loyalty. Moreover, they are significantly related to one another.Research limitations/implications – The relationships investigated in this study deserve further research. Because the data analysed were collected from one sector of the service industry in one country, more studies are required before general conclusions can be drawn.Practical implications – It is reasonable to conclude, on this evidence, that customer loyalty can be created, reinforced and retained by marketing plans ai...

Marketing Performance Measurement Ability and Firm Performance

Abstract: Marketing practitioners are under increasing pressure to demonstrate their contribution to firm performance. It has been widely argued that an inability to account for marketing's contribution has undermined its standing within the firm. To respond to this pressure, marketers are investing in the development of performance measurement abilities, but to date, there have been no empirical studies of whether the ability to measure marketing performance has any actual effect on either firm performance or marketing's stature. In this study of senior marketing managers in high-technology firms, the authors examine the effect of ability to measure marketing performance on firm performance, using both primary data collected from senior marketers and secondary data on firm profitability and stock returns. They also explore the effect of ability to measure marketing on marketing's stature within the firm, which is operationalized as chief executive officer satisfaction with marketing. The empirical results...

Marketing Research: an applied approach: 3rd European Edition

Abstract: Marketing Research: An Applied Approach is comprehensive, practical, applied, managerial, and presents a balanced coverage of both qualitative and quantitative material. This book is written from the perspective of users of marketing research. It reflects the current trends in international marketing, ethics and the integration of the Internet and computers, as well as a focus on the practice of marketing research by featuring Sports Marketing Surveys and other marketing research organizations.

The role of internal branding in the delivery of employee brand promise

Abstract: In branding literature, the employee role is recognised as crucial in delivering the service as promised by the brand. A plethora of existing insights have been gained through practitioners' and customers' perspectives. Little empirical research has been undertaken with employees. Therefore, this study aims to reveal their perceptions towards their role and the techniques that enable them to fulfil the brand promise. A case-study approach is adopted using a mixture of qualitative and quantitative methodologies. In-depth interviews reveal that employees feel that their actions are vital to the brand, and findings from a survey of 699 respondents demonstrate positive relationships among internal branding instruments and their brand promise delivery. These tools influence the employees' brand attitudes, namely brand identification, brand commitment and brand loyalty. Ultimately, these attitudes also influence the manner in which employees deliver the service. Therefore, internal branding not only directly influences the extent to which employees perform their role in relation to the brand promise, but also influences the attitudes employees have towards the brand, which in turn affects employee performance.

Corporate brands with a heritage

Abstract: This paper articulates a concept of ‘heritage brands’, based primarily on field case research and studies of practice. We define brand heritage as a dimension of a brand's identity found in its track record, longevity, core values, use of symbols and particularly in an organisational belief that its history is important. A heritage brand is one with a positioning and value proposition based on its heritage. The work grew from our lengthy study of monarchies as corporate brands. We describe how to identify the heritage that may reside in a brand and how to nurture, maintain and protect it, particularly through the management mindset of brand stewardship to generate stronger corporate marketing.

The management of destination brands: Five guiding principles based on recent developments in corporate branding theory

Abstract: In recent years there has been an emerging literature with regard to corporate brands and their management. This paper examines the relevance and potential contribution of this literature to the management of destination brands. It is evident that there are important features of destination brands that distinguish them from product brands and that these have led to differences in the way destination brands are created, developed and maintained. The paper concludes that corporate brands, in contrast, share similarities with destination brands and that the emerging literature on corporate branding can therefore make an important contribution to our understanding of the particular problems of destination brand management and how it might be improved. The paper presents five guiding principles and a framework for the management of destination brands based upon the literature reviewed. An agenda for future consideration and research is also presented.

The Thought Worlds of Marketing and Sales: Which Differences Make a Difference?:

Abstract: The literature is divided on whether differences between the thought worlds of marketing and sales are deleterious or beneficial. This article empirically investigates various facets of thought-world differences and their effects on various outcomes. It confirms that, in general, differences hamper the cooperation between marketing and sales, which leads to a lower market performance of the business unit. However, some facets of thought-world differences enhance the market performance of the business unit through a direct effect that outweighs the negative effect mediated by the quality of cooperation between marketing and sales. Market performance is enhanced if one side plays the customers' advocate while the other plays the products' advocate. Market performance is also enhanced if one side plays the advocate of short-term considerations while the other plays the advocate of long-term considerations. In contrast, differences between marketing and sales in regard to product knowledge and interp...

Implications of the Revised Definition of Marketing: From Exchange to Value Creation

Abstract: The distinctive difference between the 1985 and the 2004 American Marketing Association definitions of marketing is the lack of exchange. In the new definition, a focus on creating and delivering value through customer relationships replaces the historical focus on the exchange paradigm. The authors welcome this change and discuss its implications, the limits of the exchange paradigm, the merits of value creation, and the future paradigm for marketing.

Marketing Systems—A Core Macromarketing Concept

Abstract: This article highlights the central role that the study of marketing systems could and should play in the discipline of macromarketing. Drawing from a wide-ranging literature, a new definition of marketing systems is shared. The study of a marketing system furthermore can be approached in one or more of at least four ways. Each approach discussed raises issues of modeling and measurement, of attributes, and of inputs and outputs, which increasingly often will provide insights into system design alternatives. Placing the concept of a marketing system at the center of macromarketing puts in context much if not all of the concepts, ideas, and research that have been part of macromarketing for the past thirty or more years and provides a bridge to the wealth of relevant studies now being undertaken in many related fields.

Creating Competitive Advantages Through New Value Creation: A Reverse Logistics Perspective

Abstract: Conventional wisdom in value chain strategy assumes a one-directional flow of primary activities, starting from inbound logistics to operations, outbound logistics, marketing and sales, and finally to service. Our recent study, extensive discussions with executives, and on-site visits suggest that this wisdom may not be complete for certain industries or products. Customers on average return about 6% of everything they buy. Companies need to view this as an opportunity to give this returns pile a new lease of life. Yet many companies are not used to thinking that the things they expel such as products, waste, and resources actually have value. In fact, few retailers and suppliers capture the wealth of information that is locked inside a box that has been returned to the warehouse. Elevating the returns process to a new marketing opportunity builds a loyal customer base and also attracts new ones. In this paper, we present a redefined value chain strategy that entails a closed-loop system for industries in...

The internet and international marketing

Abstract: Purpose – This paper aims to provide a link between the concepts of internationalization and internetalization, since both have become an e‐business.Design/methodology/approach – This study extends a model developed by Buttriss and Wilkinson which offers a starting‐point for classifying elements and identifying interactions in the internationalization process in global marketing. The objective has been achieved through the comparison between the Buttriss and Wilkinson model and a suggested model by the researcher.Findings – The adoption of internationalization provides excellent opportunities in international marketing activities. It is suggested that e‐business is made up of many elements, such as business intelligence, supply chain management, customer relationship management, and enterprise resource planning. All of these existed in electronic form prior to the web but to a limited degree of penetration and below the level of sophistication that is prevailing today.Originality/value – This paper fulfil...

Myopic Marketing Management: Evidence of the Phenomenon and Its Long-Term Performance Consequences in the SEO Context

Abstract: Managers often have incentives to artificially inflate current-term earnings by cutting marketing expenditures, even if it comes at the expense of long-term profits. Because investors rely on current-term accounting measures to form expectations of future-term profits, inflating current-term results can lead to enhanced current-term stock price. We present evidence that some firms engage in this type of “myopic marketing management” at the time of a seasoned equity offering (SEO). In particular, a greater proportion of firms than is typical report earnings higher than normal and marketing expenditures lower than normal at the time of their SEO. Although they realize that firms might be undertaking strategies to artificially inflate current-term earnings, the financial markets are not adequately identifying and properly valuing the firms doing so. Our results indicate that myopic firms are able to temporarily inflate their stock market valuation, but in the long run, as the consequences of cutting marketing spending become manifest, they have inferior stock market performance. We propose some actions that might reduce the incentives for myopic behavior.

Toward a Theoretical Framework of Collaborative Destination Marketing

Abstract: Marketing a destination has been a challenging task for many communities that rely on tourism for economic development. Collaborative marketing efforts of the tourism organizations representing the destination provide solutions to this challenge. This article develops an integrative theoretical framework in an attempt to explore the nature and dynamism of collaborative marketing efforts at the destination level. Specifically, a model of collaborative marketing is proposed that integrates the preconditions, motivations, processes, and outcomes of destination marketing alliances and networks based upon theories of interorganizational relations. Implications are provided and discussed from both practical and theoretical perspectives.

Re‐evaluating green marketing strategy: a stakeholder perspective

Abstract: Purpose – The present study aims to examine the influence of stakeholders on green marketing strategy (GMS). Marketing literature recognizes that stakeholders play a significant role in influencing organizations and markets, but has not targeted a single integrated approach to examine the relationship between stakeholder management and GMS.Design/methodology/approach – This research comprised several phases, including the development of a typology of GMS, an analysis of how managers prioritize stakeholders, a study of the influence of stakeholders on GMS, and an analysis of the influence of the organizational context on managers' perception of the stakeholders. The hypotheses were validated using multivariate correlational techniques.Findings – The study identified the stakeholders associated with GMS and their impact on the strategy adopted by the firms, and established how this is moderated by the firm's own economic sector and organizational characteristics.Research limitations/implications – Future st...

Customer community and co-creation: a case study

Abstract: Purpose – This paper aims to provide insights into the development and management of a customer community, informing product innovation and engaging customers in co‐creation of a consumption experience.Design/methodology/approach – A review of the state of current knowledge about co‐production, co‐creation and customer communities is followed by discussion of the case study methodology. The case history of a leading player in the UK and international “sportkiting” market focuses on product innovation and customer‐community development. Discussion reflects in more detail on the lessons from the case for application of the principles in practice.Findings – The case company's innovative product development strategy provides the catalyst for co‐creation of a customer experience. Its marketing actions extend beyond product development and innovation to actively co‐creating experiences with customers, fostering a sense of community among users, facilitating communication within that community, acting on the fee...

Marketing's Evolving Identity: Defining Our Future

Abstract: Marketing thought and practice has evolved over the past 100 years from a philosophy of taking things to market to a philosophy of market(ing) to customers and, increasingly today, to a philosophy of market(ing) with customers. The author discusses the evolution of these philosophies and their influence on how the American Marketing Association has defined marketing.

The Application of Stakeholder Theory to Relationship Marketing Strategy Development in a Non-profit Organization

Abstract: Non-profit (NP) organizations present complex challenges in managing stakeholder relationships, particularly during times of environmental change. This places a premium on knowing which stakeholders really matter if an effective relationship marketing strategy is to be developed. This article presents the successful application of a model, which combines Mitchell’s theory of stakeholder saliency and Coviello’s framework of contemporary marketing practices in a leading NP organization in the U.K. A cooperative enquiry approach is used to explore stakeholder relationships, dominant marketing practices, and to surface differing perceptions about the organization’s marketing strategy. Resolving these differences sets the scene for developing choices in marketing strategy for the future.

Marketing management : knowledge and skills

Abstract: Section I Essentials of Marketing Management Part A Introduction Chapter One Strategic Planning and the Marketing Management Process Part B Marketing Information, Research, and Understanding the Target Market Chapter Two Marketing Research: Process and Systems for Decision Making Chapter Three Consumer Behavior Chapter Four Organizational Buying Chapter Five Market Segmentation Part C The Marketing Mix Chapter Six Product Strategy Chapter Seven New Product Planning and Development Chapter Eight Integrated Marketing Communications: Advertising and Sales Promotion Chapter Nine Personal Selling Chapter Ten Distribution Strategy Chapter Eleven Pricing Strategy Part D Marketing in Special Fields Chapter Twelve The Marketing of Services Chapter Thirteen Global Marketing Section II Analyzing Marketing Problems and Cases Section III Financial Analysis for Marketing Decisions Section IV Internet Exercises and Sources of Marketing Information Part A Internet Exercises Part B Annotated Bibliography of Major Online Databases Used in Marketing Section V Marketing Management Cases Case Group A Market Opportunity Analysis Case Group B Product Strategy Case Group C Promotion Strategy Case Group D Distribution Strategy Case Group E Pricing Strategy Case Group F Social and Ethical Issues in Marketing Management Section VI Strategic Marketing Cases Section VII Developing Marketing Plans

Consumer Confusion Proneness: Scale Development, Validation, and Application

Abstract: With ever increasing amounts of marketplace information, confusion is becoming a problem for consumers and marketers, yet the topic remains under researched. This paper explores the dimensions of consumers' general tendency to become confused and its relevance for marketing practitioners. A three component conceptual model of confusion is developed, operationalised and validated using a sample of 264 consumers. Using structural equation modelling, the results support the three dimensions of similarity, overload and ambiguity which have a significant impact on decision postponement and loyalty behaviour. Implications for marketing management and theory are discussed.

A Survey of E-Commerce Recommender Systems

Abstract: Various personal services in business play important roles in the success of current marketing field. The personalized recommendation technique in recommender systems, one of the most important tools of personal service in websites, makes great significance in Internet marketing activities of e-Commerce. Through summarizing and analyzing personalized recommendation research, this paper presents an overview of personalized recommendation technique and proposes future research topics. The research content of this paper mainly includes the following three aspects, (1) the input of recommender systems, such as the acquisition and presentation of customers' interest profile as well as items profiles; (2) the typical methods of various recommendation techniques; and (3) based on current research and application situations, we finally discuss the future research hot topics and give some suggestions for the research on future recommendation technique.

The theoretical separation of brand equity and brand value: Managerial implications for strategic planning

Abstract: During the past 15 years, brand equity has been a priority topic for both practitioners and academics. In this paper, the authors propose a new framework for conceptualising brand equity that distinguishes between brand equity, conceived of as an intrapersonal construct that moderates the impact of marketing activities, and brand value, which is the sale or replacement value of a brand. Such a distinction is important because, from a managerial perspective, the ultimate goal of brand management and brand equity research should be to understand how to leverage equity to create value.