Search results

The purpose of this paper is to investigate the effect of outsourcing and offshoring on brand loyalty in a service recovery context. In addition, the effect that consumer ethnocentrism has on these relationships is examined.

An experiment was designed using a series of service recovery scenarios that manipulated whether the recovery effort was conducted by an in-house/outsourced or local/offshored party.

The study shows that while outsourcing service recovery within the home country has no effect on loyalty, outsourcing to an offshore location does. In addition, the effect of offshoring of loyalty is greater for consumers who hold ethnocentric tendencies.

This research suggests the need to consider the delivery channel of service recovery to recover a service failure and retain customer loyalty. The results show that outsourcing within a local country may be effective, but the risks associated with offshoring are much greater.

Despite previous attempts to understand outsourcing and offshoring in a range of service scenarios, their role in service recovery is not well understood. Similarly, the impact that ethnocentrism might have on this process is overlooked. This paper therefore responds to calls within business theory, practice and consults for further study in this under-researched area.

This paper aims to offer fresh insight into attitudes towards casually used brands and the role of tie strength in the building of online non-brand-related network relationships amongst young consumers.

Thirteen consumers aged between 18 and 24 years took part in in-depth interviews. The interviewees were matched on gender, age, occupation, residency and social media usage.

Tie strength effects are evident in changes to brand attitudes, choice of social media platforms and in the casual use of brands to further consumer relationship building and identity creation goals.

This paper answers calls for greater understanding of the way in which network structure influences consumers’ online motivations and attitudes towards the brand.

This paper explores the importance of managers viewing brands as embedded in broader social contexts and tailoring social media communications to those broader contexts.

This paper is the first to combine tie strength with casual brand use to examine non-brand-related network effects on brand attitudes, growing and maintaining consumer relationships and building online identity.

This paper aims to develop impact value (IV), both theoretically and practically, to better account for the processes of value creation within complex service ecosystems.

This conceptual paper connects the complex systems nature of service ecosystems and the complexity of issues of sustainability and well-being to the need for a conceptual and analytical extension of value within service ecosystems.

This paper defines IV as enhancement or diminishment of the potential of stakeholders (beyond the service beneficiary), to transfer or transform resources in the future, based on direct and indirect involvement in the processes of value-in-exchange and value-in-use creation.

This paper provides an initial exploration of the theoretical and practical extension of value through the IV concept.

Sustainable service ecosystems require actors to understand their role in the service process and account for the impact pathways of their value creation activities. This paper proposes a framework for developing sustainable strategies to account for IV.

This research expands service research’s core concept of value by integrating the complex systems nature of service ecosystems, sustainability and well-being. IV provides a means to address the systemic impact pathways of service and value creation processes and bridge idiosyncratic value-in-use and broader system viability concepts.

This paper aims to critically reflect on the growing systems orientation in marketing research and the approaches used to understand marketing systems. In response, the paper offers an integrative metatheory built on the ontic necessity and subsequently constitutive and causal efficacy of relations.

This conceptual paper is built on a logic of critique, identifying the generative absences that produce problems in the frameworks in use and attempting to rectify these problems by offering an alternative meta-theoretical structure. This paper draws from critical realism, systems thinking and relational sociology.

This paper advocates for an emergentist ontology for marketing systems built on the value of both substance and relation as co-principles of existence and the subsequent irreducible stratification derived from this. This position suggests the following propositions: the ontological premise of being is reliant on relations; the social world is constructed of stratified levels of organisation in which entities, their properties and powers emerge by virtue of these relations; these entities operate in complex and mutually modifying interrelations; stability and change is the result of this complex interplay of temporally/spatially stratified relations; and time and space are properties and potential powers of organisation.

This paper considers a number of inconsistencies in current approaches to the study of marketing systems arguing these arise based on the absence of a view of relations that supports an effective theory of emergence. In response, the paper develops a set of ontological presuppositions regarding the nature of marketing systems and a subsequent set of epistemic conditions as an integrative metatheoretical position, through which these systems are better understood and analysed. The paper argues that these improve our ability to theorise about the multi-dimensionality of these systems.

The purpose of this paper is to introduce ecotones to the service literature as a conceptual extension of the service ecosystem (SE) framework.

To synthesise the contribution, an illustrative empirical case study with research of nine organisations and their service systems is developed.

Boundaries connect systems with their environment. Ecotone, a concept from natural ecosystems, provides a useful concept representing the boundary zones between adjacent systems, supporting emergent phenomena. The authors find that a service ecotone emerges through the interactions occurring at the intersections of relational, technological and institutional boundaries of two unique SEs. The case demonstrates ecotone edge effects – the unique landscape and diversity of actors and their roles – which play a role in the co-evolution of the separate SEs.

The ecotone concept provides an understanding of SE boundaries, helping practitioners understand the complex environments they operate. Developing strategy in complex ecosystems requires a clear understanding of where the boundaries of dependence and interdependence lie. The ecotone concept helps practitioners to develop responsiveness and resilience to their environment and take advantage of resources that may be currently unrecognised.

The authors introduce the ecotone concept and integrate it with service theory. This paper develops service ecotones for understanding the relationship between different systems that influence their functioning and development. Thus, ecotones suggest new avenues for understanding the diversity and roles of actors, and how new structural properties, resources and practices come to be through the tensions and interactions created in these complex boundaries of SEs.

Attempts to define some of the problems arising from the development of international business within the constraints of political geography, does this by using evidence from published research and informed opinion. Looks at the growth of international business, its effect on national economies, plus possible erosion of national sovereignty. Discusses how policies of international business and national governments, in a number of fields, conflict. States, although political boundaries and the existence of nation‐states are to some extent outdated by modern technology and from obstacles to trade and development, there may be serious disadvantages in reducing political constraints to enable the multinationals to operate more freely. Finalises that international regulation in some form of the multinational is essential to enable operations to be reconciled and co‐ordinated nationally.

Here is the long‐awaited fourth edition of Ralph De Sola's classic Abbreviations Dictionary. This updated edition of a work first published in 1958 is the largest, most complete compilation of its kind — a reference book far surpassing all others in the field. Mr. De Sola has expanded his work to include more than 130,000 definitions and entries — over 77,000 definitions, over 54,000 entries. The current edition offers abbreviations, acronyms, anonyms, contradictions, initials and nicknames, short forms and slang shortcuts, and signs and symbols covering disciplines which range from the arts to the advanced sciences and embrace all areas of human knowledge and activity.

In the Court of Appeal last summer, when Van Den Berghs and Jurgens Limited (belonging to the Unilever giant organization) sought a reversal of the decision of the trial judge that their television advertisements of Stork margarine did not contravene Reg. 9, Margarine Regulations, 1967—an action which their Lordships described as fierce but friendly—there were some piercing criticisms by the Court on the phrasing of the Regulations, which was described as “ridiculous”, “illogical” and as “absurdities”. They also remarked upon the fact that from 1971 to 1975, after the Regulations became operative, and seven years from the date they were made, no complaint from enforcement authorities and officers or the organizations normally consulted during the making of such regulations were made, until the Butter Information Council, protecting the interests of the dairy trade and dairy producers, suggested the long‐standing advertisements of Reg. 9. An example of how the interests of descriptions and uses of the word “butter” infringements of Reg. 9. An example af how the interests of enforcement, consumer protection, &c, are not identical with trade interests, who see in legislation, accepted by the first, as injuring sections of the trade. (There is no evidence that the Butter Information Council was one of the organizations consulted by the MAFF before making the Regulations.) The Independant Broadcasting Authority on receiving the Council's complaint and obtaining legal advice, banned plaintiffs' advertisements and suggested they seek a declaration that the said advertisements did not infringe the Regulations. This they did and were refused such a declaration by the trial judge in the Chancery Division, whereupon they went to the Court of Appeal, and it was here, in the course of a very thorough and searching examination of the question and, in particular, the Margarine Regulations, that His Appellate Lordship made use of the critical phrases we have quoted.

Just prior to the recent millennial transition, The Observer polled a cross‐section of British celebrities about their perceptions of paradise. Most of these were suitably vague – perpetual joy, renewed relationships, blissful state of mind etc. – but the anarchic comedian Mark Thomas archly described Heaven as “smelling of bananas”. Off‐hand possibly, flippant undoubtedly, yet Thomas’s remark is strikingly apt, since bananas are the original “forbidden fruit” of the Garden of Eden. Apples are mere interlopers, latter‐day arrivistes that have prospered thanks to the spin‐doctoring tactics of the wily Serpent. This paper, therefore, aims to set the record straight by telling a tall banana tale and explaining how bananamarketing is the future of our field.