Art T. Weinstein, Christopher Alegria, Daniela Araujo, Diana Ramirez Carvallo, Luz Helena Cubides and Annmarie Salinas
Chewy, Inc. is a direct-to-consumer seller of pet food and supplies. Their approach involves a deep understanding of pet owners’ needs and behaviors to provide personalized…
Abstract
Purpose
Chewy, Inc. is a direct-to-consumer seller of pet food and supplies. Their approach involves a deep understanding of pet owners’ needs and behaviors to provide personalized product recommendations and exceptional customer service. This case study aims to describe Chewy’s growth strategies and how the company can remain a market leader.
Design/methodology/approach
Using the customer value assessment tool, the authors examine Chewy’s value proposition, including service, quality, image and price strategies.
Findings
Chewy has built a loyal customer base that values the company’s commitment to their pets’ health and well-being. Future opportunities include focusing on pet wellness products and services, collaborating with veterinary providers in telemedicine and international expansion.
Research limitations/implications
This work is largely conceptual and presents a descriptive case study which reviews Chewy’s marketing strategy based on industry research as well as a customer value assessment via the service-quality-image-price framework.
Practical implications
Corporate leaders must adapt to market change and create business strategies to deliver superior value for customers. This requires innovative products, services and processes. The strategic insights are applicable to retailers, service and technology firms and entrepreneurial companies seeking to scale their businesses.
Originality/value
Chewy’s highly competitive market includes Amazon, e-commerce pet supply companies and big-box pet stores. But it has dominated the online sector and has substantial growth prospects. This paper concludes with recommendations for management and questions for consideration.
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Customer-obsessed organizations put customers first, create exceptional value and enhance business performance. This paper aims to offer a framework for implementing the customer…
Abstract
Purpose
Customer-obsessed organizations put customers first, create exceptional value and enhance business performance. This paper aims to offer a framework for implementing the customer obsession construct.
Design/methodology/approach
Using relevant customer value literature, syndicated research and a qualitative analysis, customer obsession insights are offered.
Findings
Customer-obsessed companies know their customers’ needs and engage with them to offer the best solutions. Four customer-centric stages are evaluated, and applications of customer obsession in the Now Economy are discussed.
Research limitations/implications
This analysis of customer obsession is largely conceptual and presents a case study in one metropolitan statistical area. Although the findings are insightful, it may not be representative of the US or global health-care market.
Practical implications
Strategic implications relate to a bias for action, types of business obsessions, values alignment and benchmarking. This paper features an in-depth case study on Baptist Health South Florida which assesses customer obsession using a customer value framework.
Originality/value
Customer obsession is a strategic mindset built upon strong leadership, a sound business culture and superior value. While critical to business success, there has been limited scholarly work in this area. This paper fills that gap by providing a managerial approach for understanding this key business priority.
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Business models are a key to success. This paper aims to identify the characteristics of the Now Economy, discuss the components of an effective business model, examine numerous…
Abstract
Purpose
Business models are a key to success. This paper aims to identify the characteristics of the Now Economy, discuss the components of an effective business model, examine numerous e-commerce business models and provide an application of online learning.
Design/methodology/approach
The literature on business models is reviewed. E-commerce models are explored as a means for building competitive advantage in the Now Economy. An in-depth case study of remote learning in universities illustrates the development of a sound digital business model.
Findings
Business models explain where and how an organization competes and the financial feasibility of its strategy. Digital business models create market differentiation or disruption. This paper explains 20 e-commerce business models and offers an in-depth view of the opportunities and challenges in the online learning sector.
Research limitations/implications
Building on the literature, this work is conceptual and presents a case study. It is not an empirical study. A three-point agenda for scholars includes research on speed and service in business models, assessing the impact of customer value and examining the market power of Big Tech.
Practical implications
The digital component of the economy is growing annually. Business practitioners must respond by developing winning business models. The remote learning application is particularly relevant given today’s changing educational market.
Originality/value
While there has been considerable research on business models, there has been limited work on digital business models, which is the focus of this article.
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Art T. Weinstein, Kristen Anti and Esteban Ochoa
The Covid crisis led to a huge worldwide shift in consumer behavior. In response, Walmart’s revised business strategy promoted their online delivery service known as Walmart Plus…
Abstract
Purpose
The Covid crisis led to a huge worldwide shift in consumer behavior. In response, Walmart’s revised business strategy promoted their online delivery service known as Walmart Plus. This study aims to critique the potential of this new venture via a customer value analysis.
Design/methodology/approach
Using the customer value funnel, Walmart’s market environment, organizational factors, customer perceptions and business performance are examined. An exploratory survey collected data from South Florida residents on awareness and interest in Walmart Plus.
Findings
The changing marketplace forced Walmart to quickly adapt to online buyers and emphasize the value of their retail and grocery products. Walmart Plus is an alternative to Amazon Prime and can assist the company gain market share in regional grocery markets.
Research limitations/implications
This work is largely conceptual and presents a case study featuring a limited sample in one metropolitan statistical area. While the findings are insightful, it may not be representative of the US market.
Practical implications
Corporate executives and entrepreneurs must respond to changing market conditions and rethink their business models to deliver superior customer value. This requires introducing innovative services and digital initiatives to compete successfully. The paper concludes with recommendations for management and questions for consideration.
Originality/value
Walmart is the dominant American retailer and a global leader. While there has been considerable research on this retail giant, there has been limited analysis of their digital initiatives such as Walmart Plus.
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Matthew G. Kenney and Art Weinstein
Although it is well established in the academic literature that entrepreneurs share common traits, there has been limited research dedicated to evaluating psychographic profiles…
Abstract
Although it is well established in the academic literature that entrepreneurs share common traits, there has been limited research dedicated to evaluating psychographic profiles of the self-employed. Using the Nominal Group Technique, the authors gleaned insight from a panel of experts in an effort to segment the self-employed based on personality traits and the benefits they receive from an entrepreneurial career. The findings show that self-employed individuals can be classified into four distinct segments: Exemplars, Generals, Moms and Dads, and Altruists. Each group derives different benefits from self-employment. Understanding these benefits can greatly assist entrepreneurship educators and marketers of small business oriented products and services.
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Rene Trasorras, Art Weinstein and Russell Abratt
The purpose of this paper is to assess customers' perceived value of professional services and how this influences satisfaction, loyalty and ultimately retention.
Abstract
Purpose
The purpose of this paper is to assess customers' perceived value of professional services and how this influences satisfaction, loyalty and ultimately retention.
Design/methodology/approach
A survey is conducted among professional service providers in the Tampa Bay, Florida (USA) Metropolitan Statistical Area, which includes attorneys, financial professionals, physicians, dentists and private investigators.
Findings
There is a highly significant relationship between service and customer retention, quality and customer retention, image and customer retention, price and customer retention, and value and customer retention. There is a significant relationship between value and satisfaction on customer retention; between value and loyalty's effect on customer retention; and among value, satisfaction and loyalty on customer retention.
Research limitations/implications
Statistically, the findings cannot be generalized beyond the scope of this study and the Tampa area. However, this can be tested in further research.
Practical implications
The service, quality, image and price model had a significant correlation to customer retention. The four components of value – service, quality, image and price – are each directly related to customer retention and therefore should be used by service professionals and managers as an important strategy to retain their clients.
Originality/value
Professional services is an under researched area in the value, satisfaction and customer retention area and this study fills this gap.
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Sound target marketing leads to winning business strategies. While market segmentation is an intriguing academic concept, most B2B practitioners struggle with the design and…
Abstract
Purpose
Sound target marketing leads to winning business strategies. While market segmentation is an intriguing academic concept, most B2B practitioners struggle with the design and implementation of such initiatives. This paper aims to illustrate an effective strategic segmentation process in a high‐technology market context.
Design/methodology/approach
Bonoma and Shapiro's nested model – consisting of geodemographics, operating variables, purchasing approaches, situational factors and characteristics of the buyer – is used as a conceptual framework for market segmentation analysis. The model is applied to Citrix Systems as a way of finding new business opportunities in the desktop application streaming market.
Findings
In this study, 17 potential segmenting variables within the five major levels are examined with an initial emphasis on firmographics and technology. Census data identified market priorities based on establishment size, key sectors and geographic sales territories.
Practical implications
A four‐stage segmentation plan consisting of corporate commitment, research/refinement, implementation and evaluation/enhancement is proposed and discussed. Strategic planning lessons and research extensions are offered.
Originality/value
While the work on business segmentation has proliferated over the past 25 years, there has been a paucity of practical applications on how to conduct segmentation analysis successfully in technology markets. This paper provides an important roadmap for marketers to enhance segmentation initiatives via a comprehensive application and analysis of a leading global company.
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This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.
Abstract
Purpose
This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.
Design/methodology/approach
This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.
Findings
The Now Economy has turned much of the world’s marketplace on its head. Different business models and corporate strategies are needed for organizations to gain a competitive advantage.
Originality/value
The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.
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Deepa Jain, Manoj Kumar Dash and Keshav Singh Thakur
The purpose of present study is to identify influential aspects of published literature, research streams and future research questions to set forth future research agenda based…
Abstract
Purpose
The purpose of present study is to identify influential aspects of published literature, research streams and future research questions to set forth future research agenda based on comprehensive literature review using bibliometric and content analysis.
Design/methodology/approach
The study analyzed 285 documents from the international Scopus database using bibliometric analysis and content analysis. VOSviewer software is used for bibliometric analysis.
Findings
The study identified influential aspects of published literature; identified five significant research streams: (1) Demonetization and financial system, (2) Demonetization and financial technology, (3) Demonetization and financial market, (4) Demonetization and digital payment system and (5) Demonetization and governance and proposed 27 key future research questions to develop future research agenda.
Practical implications
The present study makes significant contribution to the literature by providing a framework for future research. The framework provides opportunities to future researchers to explore the web of relations among five identified research streams as future research agenda.
Originality/value
The present work is unique in its way of contribution, as to the best of researchers' knowledge no work was witnessed in published literature to cover demonetization in a detailed and comprehensive manner. The present study fills this gap by conducting bibliometric analysis and content analysis. The study proposed conceptual framework for demonetization characterization to understand the demonetization literature well; and also proposed framework for future researcher to be explored further.
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Uses benefit needs to segment the online marketing market. Employs focus groups and a random sampling survey to search for consumer benefit needs and then segments the market by…
Abstract
Uses benefit needs to segment the online marketing market. Employs focus groups and a random sampling survey to search for consumer benefit needs and then segments the market by these benefits sought by customers. Shows that the various segments display significant differences in the benefits sought, lifestyles and demographics etc. Suggests that this work can assist marketing managers to focus on one or more segments that show salient consumer preferences for the benefits provided by their products or services.