This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000002763. When citing the…
Abstract
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/EUM0000000002763. When citing the article, please cite: Stephen J. Grove, Mary C. LaForge, Patricia A. Knowles, Louis H. Stone, (1992), “Improving Sales Call Reporting for Better Management Decisions”, Journal of Business & Industrial Marketing, Vol. 7 Iss: 2, pp. 53 - 60.
Mary C. LaForge and Louis H. Stone
Illustrates a simple and practical method for analysing thecommunication flows in a buying centre. Presents an actual applicationthat captures the organisational interactions…
Abstract
Illustrates a simple and practical method for analysing the communication flows in a buying centre. Presents an actual application that captures the organisational interactions necessary to secure approval for major purchase requests in a textile manufacturing company. Concludes that analysis and actual lead time to secure approval in the company resulted in information about the buying process that was contrary to the perception of the employees who initiated the purchase requests.
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Stephen J. Grove, Mary C. LaForge, Patricia A. Knowles and Louis H. Stone
States that information regarding the trading environment andcustomers is essential if a firm′s marketing is to be effective.Describes the two sources: primary, e.g. salespeople…
Abstract
States that information regarding the trading environment and customers is essential if a firm′s marketing is to be effective. Describes the two sources: primary, e.g. salespeople and distributors; and secondary such as statistical research. Examines the development of the cheaper primary source through the use of sales force feedback instruments, incorporating call reports. Concludes that the effective use of the sales feedback mechanism can assist managerial strategic decisions.
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Mary C. LaForge, Stephen J. Grove and Louis H. Stone
This paper introduces a training technique that is designed to improve salespersons’ selling skills through introspection and discovery of success drivers and inhibitors. We…
Abstract
This paper introduces a training technique that is designed to improve salespersons’ selling skills through introspection and discovery of success drivers and inhibitors. We present the technique and the theoretical foundations that support it. We also discuss how the technique may be implemented and provide a case example to demonstrate the application of the training mechanism.
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Richard Fox and Warren A. French
Senior citizens adjust to retirement living in distinctly different manners. These adjustment mannerisms could be used as a basis for market segmentation. Although some of the…
Abstract
Senior citizens adjust to retirement living in distinctly different manners. These adjustment mannerisms could be used as a basis for market segmentation. Although some of the potential segments might be alienated by appeals aimed solely to the elderly, others might be successfully approached by appeals positioned specifically toward their needs.
W. Rocky Newman, Mark Hanna and Mary Jo Maffei
Provides an empirically based discussion of the uncertainties facedby typical manufacturing firms and how they attempt to accommodate thatuncertainty through increased…
Abstract
Provides an empirically based discussion of the uncertainties faced by typical manufacturing firms and how they attempt to accommodate that uncertainty through increased manufacturing flexibility. Suggests a dynamic equilibrium model which helps to illustrate the trade‐offs and interrelationships between the manufacturing flexibility inherent in a firm′s processes and infrastructure, the uncertainties faced by the firm, and the way in which the firm′s processes and infrastructures are buffered with inventory, lead time, and capacity. In addition, suggests a set of auditing checklists which build on earlier work by Skinner. This process helps the firm to identify its relative position in terms of the dynamic equilibrium model and also to identify long‐term objectives for improving its competitiveness within the marketplace.
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Sanjeev Varshney and Anita Goyal
Movement of people from one retail trade area to another in search of better options and deals has been studied across the world owing to its large impact on trade flow. Studies…
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Movement of people from one retail trade area to another in search of better options and deals has been studied across the world owing to its large impact on trade flow. Studies have been done in various rural and urban settings. However, almost all except one fails to provide a comprehensive model of outshopping which has its own limitations with regard to its applicability’s across cultures and in various settings. Nonetheless findings from the literature provides necessary inputs to start studies in various other cultures and settings. Results are presented in form of various definitions, various types, methodologies used, factors identified (individual characteristics, market characteristics, product related variables and accessibility factors) and patterns across continents. Attempts have also been made to explain their applicability to Indian conditions along with various limitations and gaps.
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Jessica L. Hurst, Linda S. Niehm and Mary A. Littrell
The purpose of this paper is to focus on the use of retail customer service as a value added component and potential success strategy for rural tourism retailers. More…
Abstract
Purpose
The purpose of this paper is to focus on the use of retail customer service as a value added component and potential success strategy for rural tourism retailers. More specifically, service quality expectations and perceptions as a means for segmenting tourism markets are to be examined.
Design/methodology/approach
Data were collected using a case study methodology in an established rural tourism community. Local customers, tourist customers, and retailers participated in the study. A canvassing approach was employed for administering a hand‐delivered, self‐report survey that examined parallel sets of service quality expectations and perceptions among the three groups, along with service satisfaction outcomes (i.e. retailer loyalty and purchase intentions). Descriptive analysis, factor analysis, t‐tests, and regression analysis were conducted.
Findings
Local and tourist customers' prior expectations for retail service quality were similar; however, local and tourist customers' post‐experience service quality perceptions differed significantly. A modified version of the SERVQUAL scale represented two service quality perception constructs important to local customers and retailers and one service quality perception construct for tourist customers.
Research limitations/implications
Generalizability of findings may be limited as the in‐depth study was conducted within a single rural tourism community in Iowa.
Practical implications
The study sheds light on service quality perception dimensions that are salient to local customers, tourist customers, and retailers. Results aid in the development of customer relationship management strategies for both local and tourist customers and enhanced competitive options for rural tourism retailers.
Originality/value
Findings provide baseline information regarding customer relationship management strategies aimed at establishing rural tourism retailer sustainability by simultaneously meeting service expectations and enhancing service perceptions for local and tourist customers.
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Galina Shirokova, Gina Vega and Dmitri Knatko
The purpose of this paper is to bring together a strategic choice perspective and an institutional perspective in order to address the key research questions: how do Russian…
Abstract
Purpose
The purpose of this paper is to bring together a strategic choice perspective and an institutional perspective in order to address the key research questions: how do Russian founder-CEOs perceive the institutional environment when succession issues are taken into consideration?; how do the perceived characteristics of different formal and informal institutions affect the founder-CEO’s decision to delegate authority to a professional CEO?; and what are the main barriers to founder-CEO succession in threshold firms in emerging markets such as Russia?
Design/methodology/approach
Using a data set of 500 entrepreneurial companies from fast growing industries in Russia, the paper defines and studies threshold firms and analyses how various perceived characteristics of the institutional environment in emerging markets influence the likelihood of transition from founder management to professional management.
Findings
Institutional factors such as poor security of property rights and dependence of the business on relationships with government officials have a negative impact on the likelihood of founder-CEO succession in threshold firms in emerging markets. At the same time, the perception of contract law as insecure increases the likelihood of transition from founder management to professional management.
Originality/value
Most research on initial succession deals with internal organisational factors and does not consider external environments and their influence on founder-CEO departure and willingness to exit from company management. This study is unique in its focus on the external environment and institutional factors and their impact on management transitions in threshold firms in emerging economies.