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Voice assistants can present search results through “voice presentation” or “voice and visual”, depending on the device they are connected to. Alternatively, consumers can search for products manually using the online website. Despite the critical role of presentation formats in helping consumers understand and decide on products, this area remains vastly unexplored, particularly the combined use of voice and visual formats. Thus, to understand which presentation format suits different products, we delve into consumer search behaviour, distinguishing between low and high-involvement products.

A between-subjects factorial experimental design was used to examine the influence of 3 presentation formats (voice only, visual only and voice and visual) and 2 product involvement levels (low and high) on consumer trust, usefulness and behavioural intentions.

The results confirm a significant interaction between presentation format and product involvement, highlighting consumers' preference for voice presentation in low-involvement products, while a combination of “voice and visual” is preferred for high-involvement products.

The study shows that both presentation format and product involvement affect the trust and usefulness of voice assistants, which further influences consumers’ behavioural intentions. The key finding contributes to the growing body of knowledge of consumer and voice assistant interaction and offers guidance to managers on the use of voice assistants for their customers.

The purpose of this paper is to demonstrate that Bourdieu’s concept of masculine domination offers a comprehensive social theory of gender as compared to Connell’s concept of hegemonic masculinity through examining the proposition of positive hegemonic masculinity.

This is a conceptual paper that argues that Bourdieu’s concept of masculine domination offers a comprehensive social theory of gender as compared to Connell’s concept of hegemonic masculinity.

The findings demonstrate that Bourdieu’s concept of masculine domination incorporates both discursive and material structures of the gender system that privileges men/masculine over women/feminine, making it a comprehensive social theory of gender.

The concepts of hegemonic masculinity and masculine domination have not been reviewed in the light of emerging perspectives on hegemony, power and domination. The future research could focus on a review of research methods such as institutional ethnography, in examining masculine domination.

Using masculine domination perspective, organizations could identify specific managerial discourses, aspects of work organization and practices in order to eliminate gender-based discrimination, harassment and unequal access to resources.

Public policy interventions aimed at inclusive development could examine women’s condition of continued disadvantageousness, through masculine domination perspective.

The authors seek to provide a comparative view of the concepts of hegemonic masculinity and masculine domination, using the categories of comparison that was not attempted earlier.

The COVID-19 pandemic has led to major sales strategy and process changes as many interactions migrated from face-to-face to virtual environments. The nature of the interactions changed, and sales firms, the sales function and salespeople created new processes to excel in virtual environments. As sales processes evolve further, this paper aims to focus on understanding the enduring shifts in sales strategy and processes. In addition, this study seeks to understand the characteristics of enduring shifts and how they are distinct from temporary shifts.

This qualitative analysis provides a comprehensive overview of the sales organizations and salespeople over the period from the start of the pandemic to early 2022. The authors interviewed 66 sales professionals from different countries and industries to better understand the temporary and enduring shifts in sales strategy and processes, adopting ad inductive and narrative approach.

There are four major findings. First, four key themes emerged: increased digitalization, resistance to digitalization, sales process changes and sales organization transformation. Second, changes are classified as temporary, permanent and accelerated changes. Third, some proposed changes were not supported. Finally, five findings were found that were not discussed in previous literature.

This paper finds distinctive findings that offer additional valuable insights that connect to and extend existing literature. These include emerging themes, classification shifts, unsupported proposed changes and unique findings.

Western business-to-business firms are under increasing competition from firms in emerging nations. As examples, Mindray in medical devices, LiuGong in earth moving equipment, Tata motors in Buses and Suzlon in Wind turbines are emerging as strong competitors in their industries. Yet despite increased competition from emerging nation firms, insufficient research has examined the growth of these firms, specifically in the areas of technology and innovation development processes. The purpose of this study is to examine how emerging nation business-to-business firms that have global ambitions achieve technology competence.

The authors examined several case studies on emerging market business-to-business firms that have moved to global markets and highlight the following five: LiuGong China (excavating products), Mindray China (medical equipment), Suzlon Energy India (wind generators), Tata Motors Buses India and BYD Auto China (batteries to electric cars). The firms are in business-to-business markets, except for BYD China that emerged as a business-to-business battery supplier but is currently in both business-to-business and business-to-consumer markets.

The authors find that firms in emerging markets that have global ambitions follow different approaches to innovation development processes from conventional theories and assumptions held by scholars and practitioners in Western developed countries. Our cases suggest that firms follow the proposed progression: domestic markets – internally developed technology; domestic markets –acquired technology; and finally to, global markets – acquired technology.

The authors contribute to research in three areas. First, they suggest that the innovation development process for emerging market firms is different from the Western world. Second, they provide a framework of innovation development process that can be tested in multiple environments. Third, this study suggests a deeper examination of the longitudinal development of business-to-business firms, an area that has received less attention.

The authors suggest that firms need to better track their competition from emerging nations because emerging nation firms can quickly acquire technology to become strong competitors.

Extant research has not examined these issues.

Drawing on self-determination theory (SDT), this study analyzes the impact of gamified and personalized coupons on the intention to redeem digital coupons in the presence of consumer engagement and technology anxiety.

A between-subjects factorial experimental design was used to examine the influence of three personalizations (no personalization, personalization and hyper-personalization) and two gamification levels (game and no game) on digital coupon redemption intention and consumer engagement.

The results found a significant interaction between the types of personalization and gamification, with personalized coupons having a greater impact on the intention to redeem digital coupons than hyper-personalized and non-personalized coupons. Consumer engagement was found to mediate the relationship between types of coupons and intention to redeem digital coupons. However, technology anxiety was not found to be significant as a moderator.

This study makes an important contribution in its application of SDT to examine the interaction impact of types of coupons and gamification conditions in the context of digital coupon redemption. This unique approach underscores the novelty of the research and its potential to provide valuable insights for the coupon industry.

The purpose of this paper is to examine perspective of “gendered labour process” to explore the aspectsof managerialism, which utilize gender as a control measure to achieve its ends. The paper seeks to integrate gender and labour process theory and contribute to studies on gendering of organizations that focus on organization logic as well as integrated studies of labour process theory and gender.

The paper utilizes thematic analysis as the method for analysing the interviews of senior managers in an information technology service organization in India, to identify managerial ideologies and practices.

A gendered labour process perspective could reveal the institutional orders that systemically discriminate or exclude women in organizations, rather than gender ideologies alone.

Rather than focussing on gender sensitization alone, as is the case with the gender diversity initiatives, it may be fruitful to revisit work design and work organization, to identify and implement changes, so that women’s marginalization and exclusion from certain workplaces could be minimized.

A view of gendered labour process could aid public policies aimed at enabling women to continue their employment without disruptions.

The paper attempted to integrate gender and labour process theory by delineating the organization logic that deploys gender as a means of managerial control.

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000000369. When citing the article, please cite: Arun Sharma, Douglas M. Lambert, (1990), “Segmentation of Markets Based on Customer Service”, International Journal of Physical Distribution & Logistics Management, Vol. 20 Iss: 7, pp. 19 - 27.

The purpose of the paper is to examine shifts in sales organizations utilized to sell services to business‐to‐business customers. The paper also examines the changes expected in personal selling and sales management.

Extant academic literature and emerging practices are examined to determine trends.

The paper suggests that the traditional service‐focused sales organization is evolving in two distinct directions. First, enhanced sales automation is resulting in a reduction in salespeople's contact with customers. Second, an enhancement in the level of customer contact is leading to a growth of customer‐focused sales organizations and an increase in global account management teams.

Additional research is needed in this area.

Changes are required in the manner in which personal selling and sales management is practiced in organizations. Firms need to make these changes or their sales forces will be less efficient and less effective.

This important area is very infrequently examined in literature. This is the first attempt to examine this area.

Logistics managers need to collect timely and accurate data on customers′ needs, as well as customer perceptions of the firm′s and competitors′ performance levels. Today, a large number of companies collect this from their salesforce – a good, inexpensive and timely source of customer and competitive information but caution is needed since a majority of salespeople are inaccurate. Reviews the conceptual issues associated with using the salesforce to collect information and reports results of an empirical study which examined the accuracy of salesforce information.