This is the fourth comprehensive register of current research in marketing to appear in this Journal. It is hoped that it will prove useful as a source of information to all those…
Abstract
This is the fourth comprehensive register of current research in marketing to appear in this Journal. It is hoped that it will prove useful as a source of information to all those with interests in the subject. The projects listed do not include research work undertaken by commercial organisations or studies conducted in educational institutions where the results are not intended to be generally available. Otherwise, every effort has been made to obtain basic information from research workers willing to discuss their efforts with other interested individuals.
G.A. Lancaster and J.A. Saunders
Higher education is the main source of executive manpower and professional technology for businesses, yet it is only in the last few months of the education system that firms make…
Abstract
Higher education is the main source of executive manpower and professional technology for businesses, yet it is only in the last few months of the education system that firms make contact with the education élite. When a graduate is recruited, a firm obtains two things — the individual and the training. Many firms concentrate on the individual when selecting potential executives, although if a company is seeking technologists, a student's course is more important. Businesses dedicate much effort to obtaining the best of the output of the education system and spend generously on management training, but pay little attention to the mechanism that brings together the two raw materials — sixth formers and courses in higher education. In the long‐run, a business is only as good as the people it employs and the failure to manage the process that ensures a flow of the right people into business is reflected in the failure of British businesses to be competitive.
Yllka Azemi, Wilson Ozuem and Geoff Lancaster
Despite scholarly effort to understand customers’ recovery evaluation, little progress is evident in deciphering how customers develop online failure/recovery perception. This…
Abstract
Purpose
Despite scholarly effort to understand customers’ recovery evaluation, little progress is evident in deciphering how customers develop online failure/recovery perception. This paper aims to address this issue.
Design/methodology/approach
Social constructivism was the epistemic choice for this study. This approach is holistic and offers a comprehensive understanding of each side of the phenomena. This provided social scientific descriptions of people and their cultural bases and built on, and articulated what was implicit in interpretations of their views.
Findings
Online banking customer groups were identified as: exigent customers, solutionist customers and impulsive customers. Customers’ position in each group determined failure perception, recovery expectation and evaluation, and post-recovery behaviour. Comparisons were observed and discussed in relation to Albania and Kosovo. It was suggested that banks should expand their presence in social media platforms and offer a means to manage online customer communication and spread of online WOM.
Research limitations/implications
For exigent customers, the failure/recovery responsibility is embedded within the provider. This explains their high sensitivity and criteria to define a failure.
Practical implications
Online banking customers’ request of a satisfactory recovery experience included: customer notifications, customer behaviour, customer determination, and the mediator of request. 10;Providers should examine customer failure/recovery experiences in cooperation with other banks which should lead to a higher order understanding of customer withdrawal and disengagement activities.
Social implications
Post-recovery behaviour is linked to the decline of online banking usage, switching to new providers, and the spread of negative online and off-line word-of-mouth.
Originality/value
This is the first empirical study on online service failure and recovery strategy to provide information on customers’ unique preferences and expectations in the recovery process. Online customers are organised into a threefold customer typology, and explanation for the providers’ role in the online customer failure-recovery perception construct is presented.
Since the first Volume of this Bibliography there has been an explosion of literature in all the main areas of business. The researcher and librarian have to be able to uncover…
Abstract
Since the first Volume of this Bibliography there has been an explosion of literature in all the main areas of business. The researcher and librarian have to be able to uncover specific articles devoted to certain topics. This Bibliography is designed to help. Volume III, in addition to the annotated list of articles as the two previous volumes, contains further features to help the reader. Each entry within has been indexed according to the Fifth Edition of the SCIMP/SCAMP Thesaurus and thus provides a full subject index to facilitate rapid information retrieval. Each article has its own unique number and this is used in both the subject and author index. The first Volume of the Bibliography covered seven journals published by MCB University Press. This Volume now indexes 25 journals, indicating the greater depth, coverage and expansion of the subject areas concerned.
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Boxing Not so Clever In this first issue of what will be a regular review of the world's marketing literature, it is a challenge to an editor to extricate a theme from such an…
Abstract
Boxing Not so Clever In this first issue of what will be a regular review of the world's marketing literature, it is a challenge to an editor to extricate a theme from such an abundance of riches.
Jelena Spanjol, Yazhen Xiao and Lisa Welzenbach
Companies are increasingly leveraging digital technologies toward innovation strategies that deliver novel features to customers sequentially through successive new product…
Abstract
Purpose
Companies are increasingly leveraging digital technologies toward innovation strategies that deliver novel features to customers sequentially through successive new product generations (i.e., successive innovation). Extant literature examining successive innovation is both limited and fragmented across marketing and management literatures. Our goal is to synthesize literature on concepts related to successive innovation (such as versioning and upgrades) to identify the core dimensions of successive innovation and provide a cohesive framework to guide future research in this domain.
Methodology/approach
Given the equivocality in understanding the conceptual domain of successive innovation, we review and synthesize literature across three disciplinary domains: marketing, management, and information and decision sciences. Based on the emerging patterns from the literature review, we develop a conceptual framework of successive innovation with the aim of moving the discussion toward greater theoretical clarity.
Findings
Based on the literature review and synthesis, we identify three core-dimensions that define successive innovation and compare these across digital and physical product realms: coexistence, embeddedness, and adoption controllability.
Research Implications
Our proposed conceptual dimensions of successive innovation, and discussion of differences across physical and digital product domains, offer important directions for future research and a common vocabulary.
As physical and digital successive innovations can differ in coexistence, embeddedness, and adoption controllability, firms need to consider relevant barriers to adoption of successive product generations and select appropriate strategies to promote and communicate successive innovation. Our proposed successive innovation conceptual dimensions help managers comprehend the complexity of arranging such innovation in business and consumer segments.
Originality/value
Our contribution to the emerging literature on successive innovation is threefold. First, by conducting a comprehensive literature review, we integrate insights from different fields of inquiry (i.e., marketing, management, and information and decision sciences). Second, based on the synthesis of the literature, we offer a conceptual framework of successive innovation, which aims to move the discussion toward greater theoretical clarity. Third, based on our review and conceptual framework, we discuss a set of future research directions to guide academic research efforts.
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Traces the development of video technology and predicts the future for the medium by using a diffusion model. Defines the diffusion process and analyses four key elements: The…
Abstract
Traces the development of video technology and predicts the future for the medium by using a diffusion model. Defines the diffusion process and analyses four key elements: The innovation; Communication of the innovation among individuals; The social system; Time. Outlines different types of innovation which can be adapted to the diffusion process. Examines factors determining the growth in popularity of video, including the lowering of price, and the increase in rental availability. Explores the advantages and disadvantages of video cassettes versus video discs. Concludes that the market is still in its infancy, and as such is volatile. Asserts that manufacturers need to adopt careful marketing plans to continue attracting customers.
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CONFERENCES are becoming difficult. Recently the chairman of the Ray Committee remarked that there were too many of them, and added that if they were held in Wigan rather than…
Abstract
CONFERENCES are becoming difficult. Recently the chairman of the Ray Committee remarked that there were too many of them, and added that if they were held in Wigan rather than Bournemouth or such places they would not be well attended. The assumption is that we attend them for our pleasure only. We do find pleasure in them, but any delegate who goes through a Library Association Conference has done a week's work more strenuous than most men do in their busiest business weeks. In fact he is worked much too hard. Sir William Ray is too experienced a public man not to know why an assembly of several thousands of persons cannot descend on places which are without accommodation. In any case the Library Association has met in recent years in Leeds, Birmingham, Manchester and Glasgow, which have their amenities but are not exactly pleasure resorts.
Provides a comprehensive and critical analysis of work done in the field of industrial diffusion, adoption and communication. Suggests that work done in the diffusion of…
Abstract
Provides a comprehensive and critical analysis of work done in the field of industrial diffusion, adoption and communication. Suggests that work done in the diffusion of industrial markets is a slow process, and highlights the problems of conditional and causal‐factors in its examination. Presents a summary of those firms thought to be likely to be innovators.
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G.A. Lancaster and C.T. Taylor
A transport innovation has been examined through canvassing opinion from a large sample of long distance travellers. The findings proved that there was no evidence to support…
Abstract
A transport innovation has been examined through canvassing opinion from a large sample of long distance travellers. The findings proved that there was no evidence to support adopter categories in respect of the high speed train. Respondents rated the attribute “relative advantage” as being extremely relevant, whilst “trialability”, “compatibility”, “observability” and “complexity” were not particularly relevant.