Yun‐Ying Wang, J.J. Jaw, Bruce E. Pinkleton and Cathy Morton
Because of Southeast Asia's strong economic performance in the past decade and great marketing potential, many Western marketers have increased their marketing activities in this…
Abstract
Because of Southeast Asia's strong economic performance in the past decade and great marketing potential, many Western marketers have increased their marketing activities in this area and hope for a lucrative future. Along with this strong marketing interest is a rapid increase in the number of Western advertising agencies and advertising expenditures in Southeast Asia. For example, six out of the top ten agencies in Taiwan are managed by, or work in cooperation with, American or Japanese agencies (Taipei Advertising Agency Association, 1992). According to Ogilvy & Mather, in 1985, advertising expenditures in Southeast Asia rose by almost 50 percent from 1980 to 1984. During this period, over one billion dollars were spent on mass media advertising in the region (Frith & Frith, 1990). And for the first time, U.S. agency billings from foreign sources surpassed domestic billings in 1988 (Frazer, 1990). International advertising has become a big business in Southeast Asia.
Suggests that theories of procedural fairness can offer insightsinto the effectiveness of complaint‐handling strategies. Discussescomplaint‐handling strategies, equity theory…
Abstract
Suggests that theories of procedural fairness can offer insights into the effectiveness of complaint‐handling strategies. Discusses complaint‐handling strategies, equity theory, distributive fairness, procedural fairness, interactional fairness and how marketers can best satisfy complainers. Concludes that firms need to have complaints procedures which consumers feel treat them fairly; which involves appearing genuinely responsive, rather than offer apologies by rote.
Details
Keywords
States how marketers have been traditionally advised to allowunhappy customers to voice their opinions freely, offering apologies.Suggests that theories of procedural fairness…
Abstract
States how marketers have been traditionally advised to allow unhappy customers to voice their opinions freely, offering apologies. Suggests that theories of procedural fairness such as equity theory can provide understanding of the effectiveness of such complaint‐handling strategies. Argues that an apology cannot compensate for lack of a tangible outcome such as a refund. Concludes with a consideration of how marketers may be able to satisfy their complainers more effectively.
Details
Keywords
Life studies are a rich source for further research on the role of the Afro‐American woman in society. They are especially useful to gain a better understanding of the…
Abstract
Life studies are a rich source for further research on the role of the Afro‐American woman in society. They are especially useful to gain a better understanding of the Afro‐American experience and to show the joys, sorrows, needs, and ideals of the Afro‐American woman as she struggles from day to day.
Ganesan Muruganantham and B. Dinesh Kumar
Metaverse is an immersive technology that has transformed the way we connect, interact, and work, providing massive opportunities for different sectors. The prevailing trends in…
Abstract
Metaverse is an immersive technology that has transformed the way we connect, interact, and work, providing massive opportunities for different sectors. The prevailing trends in the metaverse encompass various aspects such as multi-user virtual environments facilitating real-time interaction between users and digital objects, the utilization of virtual and augmented reality (AR) technology to generate immersive and captivating experiences, social and gaming encounters, virtual currencies, data, and analytics for personalization and targeting of experiences, live streaming, e-commerce, and other related developments. AR is a key component of the metaverse. Because of its increased accessibility and interactivity, AR has the potential to operate as a bridge between the present and the future. AR superimposes the virtual objects in the real environment, enabling mixed-reality experiences that enable users to have immersive experiences.
This chapter examines the role of AR in metaverse platforms. It navigates through the multifaceted platforms within the metaverse and underscores its transformative potential in various sectors, fueled by the demand for remote working tools and the growing embrace of Web 3.0 technologies. It also explores the technical elements of integrating AR, providing a comprehensive explanation of how AR-enabled devices like glasses, headsets, and smartphones are used to generate immersive user experiences.
Details
Keywords
This paper aims to examine the purposive strategy behind the growth of cult wines in Napa California since the 1980s. By leveraging the growing wine reputation of the region, a…
Abstract
Purpose
This paper aims to examine the purposive strategy behind the growth of cult wines in Napa California since the 1980s. By leveraging the growing wine reputation of the region, a small number of new owners used extensive financial resources from other ventures to make a finely crafted, high-priced wine, in small quantities and sold through restricted distribution channels. Their aim was to compete with Bordeaux first-growths and create wine that would evoke the luxury connotations of craft, heritage, reputation and exclusivity. Because they were new, they relied upon experts to rate their wine, thus creating instant legitimacy with high scores and appealing to a small group of wealthy wine enthusiasts, many of whom were insecure in their knowledge of high-quality wines.
Design/methodology/approach
Semi-structured in-depth interviews with a sample of 13 cult winery owners, wine makers and a CEO were utilized in addition to descriptive statistics and secondary historical information drawn from public records.
Findings
Certain Napa producers have created iconic wines through purposeful behavior and extensive resources that are rare and difficult to imitate. Their success is also a function of positive accolades by influential wine critics whose scoring sanctioned their status as a luxury good. High prices and limited availability further manufactured the scarcity element that is crucial to maintaining demand for high-status goods.
Originality/value
This study examines the interface between supply of a product, external validation that legitimized it and a small but significant market of wealthy individuals who created the demand for it. This mosaic behind market creation reveals how successful producers have been in realizing the multidimensionality of luxury goods.
Details
Keywords
The purpose of this paper is to investigate the nature of interactions amongst specialists in an embryonic and emerging network.
Abstract
Purpose
The purpose of this paper is to investigate the nature of interactions amongst specialists in an embryonic and emerging network.
Design/methodology/approach
The approach taken was qualitative research utilising ethnographic methods of interview of key actors.
Findings
Cooperative activities in the early phase of market growth facilitated information pooling crucial to the sector's growth; following industry legitimacy, there is less incentive or need for such pooling as information becomes codified. Governance structure change as a consequence of such an evolution in organizational form.
Originality/value
The paper examines how tacit knowledge sharing is crucial to industry growth through informal networks, then how such knowledge is less valuable once industry legitimacy has been established. Cooperation thus becomes increasingly replaced by competition between organization and the key actors therein.
Details
Keywords
The theme of this keynote address is conceptual puzzles raised by empirical research on conflict management and resolution. Three types of puzzles are highlighted: those that deal…
Abstract
The theme of this keynote address is conceptual puzzles raised by empirical research on conflict management and resolution. Three types of puzzles are highlighted: those that deal with processes, identities, and situations. The process puzzles include some counter‐intuitive implications of negotiating strategies and interaction process dynamics. The identity puzzles include the ways in which identity is negotiated, perceptions of ingroups and outgroups, and the connection between loyalty to groups and collective action. The situation puzzles address attribution issues, the distinction between passive actors and active agents, and the role of history. An attempt is then made to juxtapose the puzzles toward a larger conception of a field that emphasizes change in the phenomena we analyze in research and shape through practice. A number of these ideas are found also in the research of previous IACM lifetime award recipients, with whom connections are made.
Most of the research on children’s consumer behavior focuses on pre-purchase processes, with brand choice typically being the last stage investigated. This paper aims to examine…
Abstract
Purpose
Most of the research on children’s consumer behavior focuses on pre-purchase processes, with brand choice typically being the last stage investigated. This paper aims to examine the outcome of children’s purchase decisions, with an emphasis on dissatisfaction and outcome resolution. Of particular interest was the comprehension level of the corporate communication and the extent to which clear, understandable communication influenced children’s ultimate satisfaction.
Design/methodology/approach
Eighty-seven children wrote authentic letters of complaint to manufacturers about a recent product purchase. The study examined what happened after the children complained – i.e. how companies responded to children, and how satisfied children were with the resolution and the overall complaint handling process. Two widely regarded readability formulas were used to measure the complexity of the written correspondence.
Findings
The present study suggests that child complainants are the most concerned with the bottom-line results of their communication efforts. Like adults, they want the problem corrected. Unfortunately, the majority of children did not feel fully satisfied with the corporate complaint handling process. Over one-third of the companies in the sample did not even bother to respond to children’s legitimate complaints, despite the fact that each child specifically asked the company to write back. Those firms which did were more likely to respond with a letter only than with a letter plus add-on. And the corporate letters, by and large, were written at an educational level which would preclude full understanding by the child.
Research limitations/implications
Because consumer complaint behavior is not randomly distributed in the population, the use of probability sampling was precluded. Published studies which have used consumer complaint letters as the data collection method have relied primarily on convenience sampling. In the present study, judgmental sampling was used to select children participants. Three criteria were applied. Children had to be aged between 10 and 13 years. Children had to have experienced dissatisfaction with a product purchase made over the previous six months. Children could not have taken any public action to resolve their dissatisfaction. But they had to be willing to write a letter of complaint at this point. It was considered of utmost importance that the letters used in this study be authentic. They had to be composed and penned by the children themselves. This criterion, coupled with the fact that the complaints were legitimate, avoided the obvious ethical dilemma associated with the use of fabricated letters.
Practical implications
It seems ironic that in the present era of consumer consciousness, corporations do not place greater emphasis on truly communicating with their customers, where communication is viewed as a process of establishing shared meaning. How can there be shared meaning when the message sender fails to consider the characteristics of the receiver – characteristics such as age and cognitive development? Businesses may argue that their corporate communication policies and practices are based on a concern for cost efficiency. This argument carries little merit, unfortunately. Even the federal government, through the Plain Writing Act of 2010, acknowledges the importance of using common, everyday words and plain English in all written documents.
Social implications
On the surface, American businesses state that they welcome customer feedback. The comments of children are more sought after now than ever before, particularly in the area of advertising and new product development. But the results of this study show that companies have a long way to go before they can claim to be truly receiver-oriented in their managerial communication policies. Perhaps this is why consumers – certainly child consumers – are only beginning to believe that when kids complain, companies will respond.
Originality/value
The vast body of complaint research focuses almost exclusively on adults. Despite their sophistication and marketing literacy, children are not miniature adults. It is not known whether the same models and findings with respect to adult complaint behavior apply to children. Unfortunately, there are very few studies of children’s complaint behavior and corporate responses.
Details
Keywords
Bhavin Shah and Vivek Khanzode
The contemporary e-tailing marketplace insists that distribution centers are playing the roles of both wholesalers and retailers which require different storage-handling load…
Abstract
Purpose
The contemporary e-tailing marketplace insists that distribution centers are playing the roles of both wholesalers and retailers which require different storage-handling load sizes due to different product variants. To fulfill piecewise retail orders, a separate small size-fast pick area is design called “forward buffer” wherein pallets are allocated from reserve area. Due to non-uniform pallets, the static allocation policy diminishes forward space utilization and also, more than practically required buffer size has been identified as wastage. Thus, dynamic storage allocation policy is required to design for reducing storage wastage and improving throughput considering non-uniform unit load sizes. The purpose of this paper is to model such policy and develop an e-decision support system assisting enterprise practitioners with real-time decision making.
Design/methodology/approach
The research method is developed as a dynamic storage allocation policy and mathematical modeled as knapsack-based heuristics. The execution procedure of policy is explained as an example and tested with case-specific data. The developed model is implemented as a web-based support system and tested with rational data instances, as well as overcoming prejudices against single case findings.
Findings
The provided model considers variable size storage-handling unit loads and recommends number of pallets allocations in forward area reducing storage wastes. The algorithm searches and suggests the “just-right” amount of allocations for each product balancing existing forward capacity. It also helps to determine “lean buffer” size for forward area ensuring desired throughput. Sensitivity and buffer performance analysis is carried out for Poisson distributed data sets followed by research synthesis.
Practical implications
Warehouse practitioners can use this model ensuring a desired throughput level with least forward storage wastages. The model driven e-decision support system (DSS) helps for effective real-time decision making under complicated business scenarios wherein products are having different physical dimensions. It assists the researchers who would like to explore the emerging field of “lean” adoption in enterprise information and retail-distribution management.
Originality/value
The paper provides an inventive approach endorsing lean thinking in storage allocation policy design for a forward-reserve model. Also, the developed methodology incorporating features of e-DSS along with quantitative modeling is an inimitable research contribution justifying rational data support.