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Article
Publication date: 1 February 1991

James Barksdale

Describes the ways in which Federal Express, the first US service company to win the prestigious Malcolm Baldrige Award, implements total quality management. Considers…

Abstract

Describes the ways in which Federal Express, the first US service company to win the prestigious Malcolm Baldrige Award, implements total quality management. Considers operations within the company, customer and employee satisfaction and the daily challenges. Reveals how leadership, quality and participation have made Federal Express a world‐class quality company.

Details

Managing Service Quality: An International Journal, vol. 1 no. 2
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 March 1999

Marina I. Mercado

Gives the background to, and describes, the suit filed against Microsoft by the US Department of Justice in October 1997. For those such as librarians, dealing with the…

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309

Abstract

Gives the background to, and describes, the suit filed against Microsoft by the US Department of Justice in October 1997. For those such as librarians, dealing with the requirements of information technology, argues that this case is important because it demonstrates the high stakes inherent in the software industry not only for the players, but also for users and purchasers of that software and the operating systems which will be used to display them.

Details

The Bottom Line, vol. 12 no. 1
Type: Research Article
ISSN: 0888-045X

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Book part
Publication date: 5 February 2018

Suvi Nenonen and Kaj Storbacka

Abstract

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Smash
Type: Book
ISBN: 978-1-78743-798-2

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Case study
Publication date: 20 January 2017

Robert F. Bruner, Michael J. Innes and William J. Passer

Set in September 1992, this exercise provides teams of students the opportunity to negotiate terms of a merger between AT&T and McCaw Cellular. AT&T, one of the largest…

Abstract

Set in September 1992, this exercise provides teams of students the opportunity to negotiate terms of a merger between AT&T and McCaw Cellular. AT&T, one of the largest U.S. corporations, was the dominant competitor in long-distance telephone communications in the United States. McCaw was the largest competitor in the rapidly growing cellular-telephone communications industry. Prior to the negotiations, AT&T had no position in cellular communications. This case and its companion (F-1143) are designed to allow students to be assigned roles to play. The case may pursue some or all of the following teaching objectives: exercising valuation skills, practicing strategic analysis, exercising bargaining skills, and illustrating practical aspects of mergers and acquisitions.

Details

Darden Business Publishing Cases, vol. no.
Type: Case Study
ISSN: 2474-7890
Published by: University of Virginia Darden School Foundation

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Article
Publication date: 6 March 2019

Tom Brashear-Alejandro, Hiram Barksdale, Danny Norton Bellenger, James S. Boles and Channelle James

This paper aims to examine a longitudinal study of mentoring functions and their effect on salesperson attitudes and intentions.

Abstract

Purpose

This paper aims to examine a longitudinal study of mentoring functions and their effect on salesperson attitudes and intentions.

Design/methodology/approach

The research is based on a multi-year study of salespeople beginning when the salesperson entered the industry being examined.

Findings

The level of interaction between the mentor and protégé was found to be the only antecedent examined that related to the perceived quality of mentoring functions. Age, education and length of employment for both parties; the degree of age and education difference; and the length of the mentoring relationship were not significant. Successful mentoring appeared to be based heavily on a mentor’s willingness and ability to interact frequently with the protégé.

Originality/value

This study adds to the literature on mentoring, looking at mentoring in a sales context. Research examining mentoring in a sales setting is much more limited than in many other professions, so the findings represent a valuable addition to the sales mentoring literature. Its influence on sales socialization may be very important.

Details

Journal of Business & Industrial Marketing, vol. 34 no. 2
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 16 January 2014

John Andy Wood, Julie Johnson, James S. Boles and Hiram Barksdale

The purpose of this research is an examination of three different types of sales approaches (product-, solution- and provocation-based) on relational outcomes. The type of…

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1457

Abstract

Purpose

The purpose of this research is an examination of three different types of sales approaches (product-, solution- and provocation-based) on relational outcomes. The type of sales approach influences buyer's assessments about the trustworthiness of the salesperson and the conflict with the salesperson. These outcomes of the sales approach affect the customer's economic and non-economic satisfaction.

Design/methodology/approach

Using cross-sectional survey data from a sample of 840 organizational buyers, a structural equation model measures the path coefficients of the proposed model and tests the differences in the magnitude based on gender.

Findings

The results indicate that sales approaches will differentially influence assessments of trustworthiness and conflict. The magnitude of the influence of the sales approach on outcomes is different between genders.

Originality/value

To the best of the authors' knowledge, this is the first empirical study to examine the impact of sales approaches on both genders of organizational buyers.

Details

Journal of Business & Industrial Marketing, vol. 29 no. 1
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 1 April 1996

James S. Boles and Hiram C. Barksdale

Examines the responses of national account decision makers to open‐ended questions asking for their views on what salespeople need to do to build relationships, and…

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1163

Abstract

Examines the responses of national account decision makers to open‐ended questions asking for their views on what salespeople need to do to build relationships, and categorizes the results. Eight categories of responses were found. These categories address a number of salesperson behaviors and attitudes ‐ some of which have not been empirically examined in the sales literature. Based on the findings of this study, presents managerial and theoretical implications of these results and implications for future research into buyer‐seller relationships.

Details

Journal of Business & Industrial Marketing, vol. 11 no. 2
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 1 June 1997

James S. Boles, Hiram C. Barksdale and Julie T. Johnson

Examines the effect of the quality of a salesperson’s relationship with a customer on the likelihood of retaining that customer’s business. Assesses the effects of…

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4183

Abstract

Examines the effect of the quality of a salesperson’s relationship with a customer on the likelihood of retaining that customer’s business. Assesses the effects of high/low‐quality buyer‐salesperson relationships on obtaining referrals and recommendations from a customer. Results indicate that buyers who rated the quality of their relationship with their salesperson as above average were more likely to remain. In addition, above average buyer‐salesperson relationships were more likely to generate recommendations and referrals from customers. Suggests that a salesperson’s efforts to build relationships are rewarded by greater customer retention and increased business through referrals and recommendations.

Details

Journal of Business & Industrial Marketing, vol. 12 no. 3/4
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 1 April 2000

James Boles, Thomas Brashear, Danny Bellenger and Hiram Barksdale

Examines the effect of relationship selling activities on salesperson performance. It further explores the link between demographic selection criteria and the propensity…

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4874

Abstract

Examines the effect of relationship selling activities on salesperson performance. It further explores the link between demographic selection criteria and the propensity of a salesperson to perform relationship selling behaviors. Relationship selling behaviors as examined in this study include interaction intensity, mutual disclosure, and cooperative intentions. The study was based on a sample of 487 business‐to‐business insurance salespeople. Findings indicate that interaction intensity and mutual disclosure have a significant effect on salesperson performance. Cooperative intentions do not influence performance. Results further demonstrate that some demographic criteria appear to be related to a salesperson’s likelihood of engaging in relationship selling.

Details

Journal of Business & Industrial Marketing, vol. 15 no. 2/3
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 1 January 1985

John K. Ryans, Saeed Samiee and James Wills

Report on the findings of two studies—one German/Swiss, the other US‐conducted among advertising/marketing leaders into the prominent role of consumer activist groups…

Abstract

Report on the findings of two studies—one German/Swiss, the other US‐conducted among advertising/marketing leaders into the prominent role of consumer activist groups. Presents views on these groups and the future direction of their regulatory efforts. Reveals that these organizations are playing an ever‐increasing role in the move towards stranger advertising regulation, noting the impact which they have achieved. Concludes that European and US business people see consumer organizations as not being representative of consumers in general and also as being anti‐advertising.

Details

European Journal of Marketing, vol. 19 no. 1
Type: Research Article
ISSN: 0309-0566

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