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Article
Publication date: 1 May 1950

Adam Jaworski

STATISTICS, defined as ‘numerical facts systematically collected’, was in the industry from the first day of its working. Statistical analysis, based on probability calculation…

66

Abstract

STATISTICS, defined as ‘numerical facts systematically collected’, was in the industry from the first day of its working. Statistical analysis, based on probability calculation, was introduced into the factories, on a large scale, during the last war under the term ‘Quality Control’.

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Aircraft Engineering and Aerospace Technology, vol. 22 no. 5
Type: Research Article
ISSN: 0002-2667

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Book part
Publication date: 1 January 2006

James L. Oakle, Dawn Iacobucci and Adam Duhachek

Abstract

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Review of Marketing Research
Type: Book
ISBN: 978-0-7656-1305-9

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Article
Publication date: 6 February 2009

Stewart Adam, Andrea Vocino and David Bednall

The purpose of this paper is to provide a better understanding of the antecedents of organisational performance (OP), both financial and marketing, and the influence of holding a…

6735

Abstract

Purpose

The purpose of this paper is to provide a better understanding of the antecedents of organisational performance (OP), both financial and marketing, and the influence of holding a strategic market orientation (MO) where customer‐base volatility is taken into account.

Design/methodology/approach

A sample of 167 marketing organisations in Australia was surveyed to test the hypothesised model. Structural equation modelling was employed in the data analysis.

Findings

Use of the world wide web (Web) reported by organisations in this study indicates that there is still separate use of the Web and that it has yet to be fully integrated into the marketing strategy of many organisations. The study finds that traditional marketing effort mediates the relationship between holding a MO and OP in terms of financial indicators.

Research limitations/implications

A major limitation of this study is that it surveys organisations from many industries rather than selected industries. This tends to mask some of the possible outcomes.

Practical implications

The findings in this study suggest that traditional and online elements of marketing effort each mediate the influence of holding a MO on OP, but differently. Innovation culture is found to influence both marketing practice and marketing performance, directly. A single measure of environmental turbulence – customer‐base turbulence or churn – negatively affects marketing performance, and ultimately financial performance.

Originality/value

A major contribution of this study is the examination of use of the Web in marketing effort and how this usage influences financial and marketing performance.

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Marketing Intelligence & Planning, vol. 27 no. 1
Type: Research Article
ISSN: 0263-4503

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Book part
Publication date: 27 January 2022

Erik O. Kimbrough

Laboratory studies of social interaction have revealed a wide range of phenomena that are difficult to explain using standard economic models. For example, people will often…

Abstract

Laboratory studies of social interaction have revealed a wide range of phenomena that are difficult to explain using standard economic models. For example, people will often sacrifice their own earnings in order to be generous, cooperative, punitive, and retributive in interactions with anonymous strangers. “Behavioral” models that redefine agents’ preferences attempt to provide an account of these phenomena as reflecting a “taste for fairness” or altruism, aversion to inequality, concern about others’ beliefs, and so on. Such models either fail to account for the rich sensitivity of actions to context or in allowing for rich context-dependence, these models ultimately substitute description for explanation. Hayek’s work provides a foundation for thinking about how to explain these phenomena, by conceiving of people as both purpose-seeking (as in economic models) and rule-following. Decisions are shaped both by material interests and by a normative framework that is evoked by context and helps people decide what one ought to do in a particular situation. The implication of this approach is that rather than trying to understand heterogeneity across individuals in terms of preferences, experimenters should instead try to understand heterogeneity across contexts in terms of the rules and norms that operate in the background and guide or constrain people’s purpose-seeking tendencies. What economics needs, then, is a theory of how and why these rules and norms vary with context as they do.

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Contemporary Methods and Austrian Economics
Type: Book
ISBN: 978-1-80262-287-4

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Article
Publication date: 3 June 2022

Adam Nguyen

The potential displeasure (e.g. strain, uncertainty and lack of control) involved in the process of obtaining eudaimonic outcomes (e.g. becoming healthier or more knowledgeable…

389

Abstract

Purpose

The potential displeasure (e.g. strain, uncertainty and lack of control) involved in the process of obtaining eudaimonic outcomes (e.g. becoming healthier or more knowledgeable) may turn consumers away from a transformative service or hinder their coproduction. This paper aims to propose a service design that could overcome this conflict.

Design/methodology/approach

To allow for concrete discussions of service design, the proposed design is developed in the context of a specific transformative service: the higher educational service.

Findings

It is possible to transform the relationship between hedonic and eudaimonic outcomes from conflicting to complementary goals by replacing passive pleasure that is irrelevant or in conflict with eudaimonic well-being with active pleasure that is complementary to eudaimonic well-being. To facilitate simultaneous attainment of active pleasure and eudaimonic well-being, the transformative service provider needs to structure the elements of the service to create the conditions for the optimal experience to occur.

Research limitations/implications

The proposed design is extendable to other human service contexts.

Originality/value

To the best of the author’s knowledge, this research is the first that shows how a transformative service can be effectively designed to overcome the potential conflict between its eudaimonic versus hedonic outcomes, such that the service will be well received by consumers while remain faithful to its transformative goal.

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Journal of Services Marketing, vol. 37 no. 2
Type: Research Article
ISSN: 0887-6045

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Book part
Publication date: 3 August 2020

Bernard J. Jaworski and Robert S. Lurie

Abstract

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The Organic Growth Playbook: Activate High-Yield Behaviors to Achieve Extraordinary Results – Every Time
Type: Book
ISBN: 978-1-83982-687-0

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Article
Publication date: 5 June 2009

George G. Panigyrakis and Prokopis K. Theodoridis

The majority of research pertaining to internal marketing (IM) is conceptual and still remains so even at present. The lack of widely accepted definitions of the IM concept and a…

5386

Abstract

Purpose

The majority of research pertaining to internal marketing (IM) is conceptual and still remains so even at present. The lack of widely accepted definitions of the IM concept and a relevant valid measure has lead to increased attempts by academia to investigate the relative concepts and measures. The purpose of this paper is to examine a synthesis of IM and investigates its effect on business performance in a retail context.

Design/methodology/approach

The context of this paper is within supermarket chains in Greece with nation wide coverage. A survey is designed and implemented using the branch managers.

Findings

SEM analysis indicates five dimensions of the IM construct: formal interaction, reward systems, feedback, internal procedures and policies and internal customer orientation (ICO). Retailers seem to adopt in an embryonic stage a concept of IM. IM indeed has a positive effect on business performance.

Research limitations/implications

Single key informant, single context of the paper are considerations when examining research limitations.

Practical implications

The embryonic stage of adopting and implementing IM within supermarket chains illustrates a certain manner of managing the internal customer; centralisation of procedures and tactics. Even if the concept of IM is partially exploited, the respective organisational behaviours clearly have a positive impact on both financial and non‐financial aspects of retail performance, thus revealing their importance.

Originality/value

This paper contributes to the rare empirical investigation of the IM notion in the firm and provides evidence on both its synthesis and its impact on business performance. The authors synthesize the concepts of internal market and ICOs providing a new approach to IM. Construct and research propositions have been axiomatic and in an only conceptual context until recently.

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International Journal of Retail & Distribution Management, vol. 37 no. 7
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 2 February 2018

Adam Powell, Charles H. Noble, Stephanie M. Noble and Sumin Han

The purpose of this paper is to examine the use of technology in customer relationship management (CRM) support capabilities by using an environmental contingency perspective. By…

2683

Abstract

Purpose

The purpose of this paper is to examine the use of technology in customer relationship management (CRM) support capabilities by using an environmental contingency perspective. By examining the moderating effects of micro- and macro-environmental characteristics in which CRM support capabilities are used, the authors seek to extend the literature on CRM technology effectiveness in both customer commitment and overall firm performance. The authors also seek to advance managerial knowledge about CRM support capability technology utilization strategies in various market offering and dynamic market settings.

Design/methodology/approach

The authors utilized a questionnaire to collect data from a sample of 276 small business CRM managers across a wide range of industries. Measures were adapted from the existing literature, and these were largely multiple-item measures of latent variables. The hypotheses were tested using a combination of Ridge regression and a bootstrapping test of mediation. In addition, residual centering was used to reduce multi-collinearity in the interaction analysis.

Findings

The contingency/fit analysis performed in this research highlights the complex nature of the use of technology in CRM support capabilities. The benefits of a man vs a machine CRM support capability depend on the support function (whether marketing, sales, service, data access or data analysis), as well as upon the characteristics of the operating environment. Machine-based marketing support is positively related with customer commitment in turbulent markets, and machine-based service support is preferred in technologically turbulent markets. Sales support, on the other hand, is positively related to customer commitment in technologically turbulent markets when performed by man rather than machine.

Practical implications

CRM support capabilities differ across firms and markets, thus a “one size fits all” approach is not appropriate. This research shows under what conditions a machine-based approach to CRM can be effective for small businesses.

Originality/value

This research is the first to consider market offering and turbulence variables as moderators of the relationship between technology use in CRM support capabilities and customer commitment. Taking this contingency approach, the authors find that resource-based competitive advantage is obtainable based on the fit of the resources (e.g. CRM capabilities) to the environmental characteristics of the firm. Through this perspective that is unique to CRM research, the authors are able to provide both general and specific recommendations to managers and researchers.

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European Journal of Marketing, vol. 52 no. 3/4
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 February 1998

Tevfik Dalgic

Attempts to reach some meaningful conclusions on the issue of why market orientation practice and research in general started later in Europe than in North America. With the aid…

1590

Abstract

Attempts to reach some meaningful conclusions on the issue of why market orientation practice and research in general started later in Europe than in North America. With the aid of a literature review in the field of marketing in general and European history in particular and by studying the historical roots of the concept, the author attempts to understand the historical, social, political, technological and cultural reasons why market

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International Marketing Review, vol. 15 no. 1
Type: Research Article
ISSN: 0265-1335

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Article
Publication date: 6 November 2018

Jashim Khan, Gary Rivers, Sonjaya S. Gaur, Ali Quazi, Na Zuo and Sunil D. Bhatia

The purpose of this paper is to explore the mediating role of organisational harmony and fellow-feelings in the relationship between intelligence generations, dissemination and…

514

Abstract

Purpose

The purpose of this paper is to explore the mediating role of organisational harmony and fellow-feelings in the relationship between intelligence generations, dissemination and implementation on business performance and explain how market orientation impacts certain aspects of organisational behaviour which in turn lead to the performance of service firms.

Design/methodology/approach

The data set comprises 108 responses of senior managers within the logistics sector. The multi-level sequential mediation path analysis is used to examine the above mediating role.

Findings

Results indicate that intelligence dissemination (ID), response implementation (RI) and business performance relationship is significantly mediated via fellow-feelings and organisational harmony. However, the relationship between dissemination, implementation and overall business performance is mostly mediated by fellow-feelings and followed by organisational harmony. Furthermore, when overall market orientation (intelligence generation, dissemination and RI) is used as a determinant of business performance, organsiational harmony emerged as the most significant contributor to organsiational performance.

Practical implications

Managers are urged to focus on building fellow-feelings among their employees, resulting in a harmonious work environment between functional units and market orientation organisation wide.

Originality/value

Compared to previous research, this is one of the first attempts to develop an understanding of fellow-feelings, contributing to organsiational harmony resulting market orientation and, hence, business performance. Market orientation conceptualisations lump intelligence generation, dissemination and RI of business activities together but do not explain how market orientation impacts fellow-feelings and organisational harmony which in turn leads to performance. The authors specifically address this important lacuna in our conceptualisation and propose that ID and RI lead to fellow-feelings within functional departments and results in organisational harmony.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 30 no. 5
Type: Research Article
ISSN: 1355-5855

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