Search results

1 – 10 of over 45000
Article
Publication date: 19 June 2007

Carol C. Bienstock and Marla B. Royne

This research integrates recent work on customer information acquisition in services marketing and economics of information research with literature on industrial buying…

1876

Abstract

Purpose

This research integrates recent work on customer information acquisition in services marketing and economics of information research with literature on industrial buying behavior for the purpose of proposing and empirically testing a model that explores information acquisition in industrial purchasing.

Design/methodology/approach

To test the proposed model, an online survey was prepared using WebSurveyor and an introductory e‐mail with a link to the survey was sent to a sample of members of a professional organization of industrial purchasing managers.

Findings

Results indicated a differential use of information sources across differing purchase situations. When purchasing situations were perceived to be easy to evaluate, there was a significantly greater use of impersonal information sources. In addition, we offer evidence that the use of both personal and impersonal information sources does, in fact, increase the perception of goal clarity with respect to the purchasing task among industrial purchasers.

Originality/value

If marketers can help provide key information – both personal and impersonal – to their customers, they are helping to clarify the purchasing task. These communication efforts can then contribute to that satisfying outcome which might ultimately enhance the relationship between the two parties.

Details

International Journal of Physical Distribution & Logistics Management, vol. 37 no. 5
Type: Research Article
ISSN: 0960-0035

Keywords

Article
Publication date: 1 April 1987

Edward A. Morash

One of the less observed results of transportation deregulation has been the explosive growth of transportation intermediaries or third‐party specialists such as brokers…

Abstract

One of the less observed results of transportation deregulation has been the explosive growth of transportation intermediaries or third‐party specialists such as brokers, shippers' agents and integrated leasing companies for use by industrial purchasers and marketing management. Such transportation intermediaries have the performance potential and apparent reasons for existence to suggest that they can both reduce delivered product costs and enhance service quality attributes to promote a company's competitive advantage. In a broader sense, intermediaries may be ideally positioned to assist in coordinating and processing information for the entire value‐added chain.

Details

Journal of Business & Industrial Marketing, vol. 2 no. 4
Type: Research Article
ISSN: 0885-8624

Article
Publication date: 1 August 1993

Chiang‐nan Chao, Eberhard E. Scheuing, Khalid M. Dubas and Venkatapparao Mummalaneni

China′s foreign trade and investment policies have appeared moreattractive to Western marketers in recent years. China presents anopportunity for huge market potential and…

Abstract

China′s foreign trade and investment policies have appeared more attractive to Western marketers in recent years. China presents an opportunity for huge market potential and rapid growth for American multinational firms. However, Western marketers have only limited knowledge about Chinese purchasing decision making, particularly the supplier selection and evaluation criteria of Chinese purchasing managers. Highlights six key criteria of supplier selection and describes the responses of a sample of Chinese purchasing managers. Segments the respondents into three clusters, based on similarities in their supplier evaluation processes and differentiates these clusters in terms of whether the managers emphasize reliable deliveries, price/cost considerations, or product quality. While these findings are of a preliminary nature, they reveal that service/responsiveness of a supplier is not a high priority as opposed to purchasing managers in Western industrialized countries. As China moves rapidly towards a market economy, many Chinese purchasing managers will require suppliers to improve their responsiveness, given comparable levels of price and quality. An understanding of this transition will help Western marketers to enhance their market positions in China.

Details

International Journal of Physical Distribution & Logistics Management, vol. 23 no. 8
Type: Research Article
ISSN: 0960-0035

Keywords

Book part
Publication date: 15 August 2019

Wolfgang Bauer, Jürgen Dorn and Ivan Pryakhin

The level of trust in a service provider is an important decision factor when buying industrial services. Especially, the outcome uncertainties of services, its…

Abstract

The level of trust in a service provider is an important decision factor when buying industrial services. Especially, the outcome uncertainties of services, its individuality, and asymmetric information between buyer and seller are some reasons that the evaluation of trust is a key component in service trading. Consequently, searching of potential new suppliers involves examining providers’ trustworthiness. This paper focuses on the study of online trust signals used by buyers, to assess provider’s trustworthiness in the context of industrial services. The main research objective is to propose the basis for a digital tool, which helps buyers to assess provider’s trustworthiness by providing a “standardized trustworthiness signal description” and “trust functionalities.” A particular approach is used, wherein different methods are mixed such as a case study, expert interviews, and a quantitative method following the guideline of the design science paradigm. The aim is to propose a useful tool for trustworthiness assessment to enhance e-markets for industrial services.

Details

New Insights on Trust in Business-to-Business Relationships
Type: Book
ISBN: 978-1-83867-063-4

Keywords

Article
Publication date: 1 May 1980

Michael V. Laric

Suggests that rapid rise of energy costs and worldwide inflation have altered pricing decisions importance. Provides an overview of the marketing literature on pricing …

1507

Abstract

Suggests that rapid rise of energy costs and worldwide inflation have altered pricing decisions importance. Provides an overview of the marketing literature on pricing — intending developing a conceptual framework and classification system for different types of pricing strategies in industrial markets. Strives to provide a more comprehensive basis for developing industrial pricing strategies in addition to earmarking the most relevant marketers' needs. Sectionalises the article and, in the first part, explores existing literature; the second part develops a taxonomy of purchasing situations. Closes by linking the pricing topics, identified previously, to the different purchasing situations. Lists, by topic, the articles used and these are in the Appendix to enable quick reference to potential users. Employs tables for extra emphasis to aid in explanation along with 2 Appendixes.

Details

European Journal of Marketing, vol. 14 no. 5/6
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 1 March 2005

Angus W. Laing and Paul C.S. Lian

Research into inter‐organisational relationships has been one of the key drivers in the development of services marketing theory. Yet the understanding of the nature of…

3639

Abstract

Purpose

Research into inter‐organisational relationships has been one of the key drivers in the development of services marketing theory. Yet the understanding of the nature of such relationships, and the management of the relationship process, remains limited. Focusing on the development of buyer‐seller relationships in an archetypal professional business service, this paper aims to critically examine the nature and format of inter‐organisational service relationships.

Design/methodology/approach

Research reported in the paper is based on case study research across multiple dyads (n=7) in the occupational health sector supported by large‐scale survey data.

Findings

Argues that, rather than adhering to a single format in terms of characteristics or pattern of development, relationships are diverse and complex. A typology of “ideal type” relationship formats, ranging from quasi‐transactional to internalised, is proposed. Each of these ideal types is characterised by a unique set of causal and resultant conditions.

Research limitations/implications

The paper is based on data from a single, albeit archetypal, professional business service. Consequently future research should address the replicability of the results across other service sectors.

Practical implications

The identification of these discrete relationship formats and their key characteristics along a continuum provides an empirical basis on which service professionals can develop targeted strategies for the management of particular inter‐organisational relationships.

Originality/Value

Building on preceding research, the paper provides empirically based analysis of the nature and format of inter‐organisational relationships in professional service markets.

Details

Journal of Services Marketing, vol. 19 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 27 November 2017

Kati Stormi, Teemu Laine, Petri Suomala and Tapio Elomaa

The purpose of this paper is to examine how installed base information could help servitizing original equipment manufacturers (OEMs) forecast and support their industrial

1219

Abstract

Purpose

The purpose of this paper is to examine how installed base information could help servitizing original equipment manufacturers (OEMs) forecast and support their industrial service sales, and thus increase OEMs’ understanding regarding the dynamics of their customers lifetime values (CLVs).

Design/methodology/approach

This work constitutes a constructive research aiming to arrive at a practically relevant, yet scientific model. It involves a case study that employs statistical methods to analyze real-life quantitative data about sales and the global installed base.

Findings

The study introduces a forecasting model for industrial service sales, which considers the characteristics of the installed base and predicts the number of active customers and their yearly volume. The forecasting model performs well compared to other approaches (Croston’s method) suitable for similar data. However, reliable results require comprehensive, up-to-date information about the installed base.

Research limitations/implications

The study contributes to the servitization literature by introducing a new method for utilizing installed base information and, thus, a novel approach for improving business profitability.

Practical implications

OEMs can use the forecasting model to predict the demand for – and measure the performance of – their industrial services. To-the-point predictions can help OEMs organize field services and service production effectively and identify potential customers, thus managing their CLV accordingly. At the same time, the findings imply new requirements for managing the installed base information among the OEMs, to understand and realize the industrial service business potential. However, the results have their limitations concerning the design and use of the statistical model in comparison with alternative approaches.

Originality/value

The study presents a unique method for employing installed base information to manage the CLV and supplement the servitization literature.

Details

Journal of Service Management, vol. 29 no. 2
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 1 August 2004

M. José Garrido‐Samaniego and Jesús Gutiérrez‐Cillán

The goal of this paper is to analyze industrial buying behavior. First, the paper reviews the previous work on the relation between the participation, influence…

3836

Abstract

The goal of this paper is to analyze industrial buying behavior. First, the paper reviews the previous work on the relation between the participation, influence, characteristics of the purchase situation, individuals and organizational structure. Among purchase situation conditions frequently mentioned are: novelty, product complexity, buying situation complexity, buying importance, time pressure and perceived risk associated with the purchase. With respect to individual characteristics, the paper includes personal stake and level of experience. Finally, the paper considers the set of variables which characterizes the company's organizational structure and try to determine if the influence of the different functional areas of the firm in the buying center, and the participation of individuals and the composition of it, vary significantly according to the stage of the buying decision‐making process. The paper subsequently tests the explanatory power of these variables for a sample of Spanish industrial firms.

Details

Journal of Business & Industrial Marketing, vol. 19 no. 5
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 1 December 1998

V.‐W. Mitchell

Despite the importance of professional services to organisations, relatively little is known about the way they are purchased. This study details the risks perceived and…

2234

Abstract

Despite the importance of professional services to organisations, relatively little is known about the way they are purchased. This study details the risks perceived and risk‐reducing strategies employed by purchasers in local government and examines how these vary with buying‐phase and buy‐class. Risk varied little, but some of the 36 risk‐reducing strategies identified varied across the buying phases and were more useful in the modified‐rebuy situation. The results are discussed in the context of risk measurement and implications for purchasers and providers of professional services.

Details

Journal of Business & Industrial Marketing, vol. 13 no. 6
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 1 March 1984

Martin Christopher

More often than not when “quality” is under review in the organisation the focus tends to be very much product‐oriented. Whilst clearly product quality is a vital factor…

Abstract

More often than not when “quality” is under review in the organisation the focus tends to be very much product‐oriented. Whilst clearly product quality is a vital factor in achieving success in the market place, it should also be remembered that the customer buys much more than a set of tangible features when purchasing a product or service. Indeed, it is often the “intangibles” that surround and augment the product that determine the customer's choice between competitive offerings. The focus of this article is on one of the major elements that forms a part of this “product surround”—customer service—and on the need for a strategy of quality in this vital area.

Details

International Journal of Quality & Reliability Management, vol. 1 no. 3
Type: Research Article
ISSN: 0265-671X

1 – 10 of over 45000