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Article
Publication date: 1 February 1991

R. Mohan Pisharodi and C. John Langley

Customer service is often described as consisting of a set ofmeasurable elements. Similarly, market response to customer service maybe viewed as consisting of a set of components…

Abstract

Customer service is often described as consisting of a set of measurable elements. Similarly, market response to customer service may be viewed as consisting of a set of components which are measurable. Most published empirical studies of the relationship between customer service and market response, however, have represented market response through the use of a single measure. The results of an empirical study of interset association between two sets of measures, one representing the elements of customer service (measured in service levels) and the other representing various forms of market response, are reported. Canonical correlation analysis of data collected from 91 grocery channel dyads indicated (as expected) a closer association of market response with customer perceptions of customer service than with supplier perceptions of the same. Also presented, is the contribution of individual measures to the close association between market response and customer perceptions of customer service.

Details

International Journal of Physical Distribution & Logistics Management, vol. 21 no. 2
Type: Research Article
ISSN: 0960-0035

Keywords

Article
Publication date: 1 May 1991

R. Mohan Pisharodi

Past efforts to model freight transport‐choice decision making as abehavioural process have resulted in the development of models which maynot reflect the actual steps…

Abstract

Past efforts to model freight transport‐choice decision making as a behavioural process have resulted in the development of models which may not reflect the actual steps, activities, decision rules, and interactions in the typical freight transport‐choice decision process in the detail needed for various applications. Script‐theoretic research, which is based on the modelling of sequential activities, is proposed as an alternative approach for the study of this process. The methodology for empirical investigations and practical applications of script‐theoretic research is discussed.

Details

International Journal of Physical Distribution & Logistics Management, vol. 21 no. 5
Type: Research Article
ISSN: 0960-0035

Keywords

Article
Publication date: 1 June 2002

Ravi Parameswaran and R. Mohan Pisharodi

The effects of acculturation and assimilation are significant parts of consumer research. However, a void exists in cross‐cultural research with a near‐absence of assimilation…

3820

Abstract

The effects of acculturation and assimilation are significant parts of consumer research. However, a void exists in cross‐cultural research with a near‐absence of assimilation studies involving country‐of‐origin (CO) images. The current study fills this void by examining the extent of assimilation of host country CO stereotypes. CO stereotypes are examined for immigrants, first generation and more rooted citizens. The results of confirmatory factor analysis of CO perceptions regarding two different products from two different source countries endorse the potential value of assimilation/acculturation as a segmentation dimension. Our findings also indicate that the assimilation process is more gradual than can be expected based on the melting‐pot theory.

Details

International Marketing Review, vol. 19 no. 3
Type: Research Article
ISSN: 0265-1335

Keywords

Article
Publication date: 12 October 2020

Roberta Carolyn Crouch, Vinh Nhat Lu, Naser Pourazad and Chen Ke

Although international product-harm crises have become more common, the influence of the country image (CI) associated with foreign goods in such crises remains under researched…

Abstract

Purpose

Although international product-harm crises have become more common, the influence of the country image (CI) associated with foreign goods in such crises remains under researched. This study aims to investigate the extent to which the CI of a foreign made product influences consumers’ attribution of blame and trust and, ultimately, their future purchase intentions after the product is involved in a crisis.

Design/methodology/approach

A 2 (country) × 3 (crisis type) quasi experimental design was used, with data collected from Australia (n = 375) and China (n = 401).

Findings

CI can influence attribution of blame, subsequent levels of trust and likely purchase intentions. Australian and Chinese consumers have different views when it comes to trusting a company or placing blame, depending on the country of origin or the type of crisis. The direct and positive effect of CI on consumer purchase intentions following a product-harm crisis is sequentially mediated by attribution of blame and trust. Trust is the most powerful influence on future purchase intentions in both samples.

Research limitations/implications

In this research, only one type of crisis response strategy (no comment) was used. Thus, the results of this study must be viewed with caution when considering outcomes relating to other response options. Additionally, the testing was limited to only two samples, focussing on three countries (England, China, Vietnam), and one product context using a hypothetical brand. Further, despite our reasonable sample size (N = 776), the number of respondents represented in each cell would still be considered a limitation overall.

Practical implications

When developing crisis response strategies, managers should take into account the influence of a positive/negative source CI in driving attribution and trust. To minimize the impact of crisis on future purchasing decisions, organizations can leverage positive biases and mitigate negative ones, aiming to maintain or restore trust as a priority.

Originality/value

The study provides cross-country understanding about the significant role of CI during a product-harm crisis in relation to subsequent consumers’ blame attribution, their trust in the focal organization and ultimately their future purchase intentions.

Details

European Journal of Marketing, vol. 55 no. 3
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 13 June 2008

John W. Henke, Ravi Parameswaran and R. Mohan Pisharodi

Manufacturer price reduction pressure on suppliers is an important contributor to helping a manufacturer maintain a strong competitive position by keeping costs low. The benefits…

2447

Abstract

Purpose

Manufacturer price reduction pressure on suppliers is an important contributor to helping a manufacturer maintain a strong competitive position by keeping costs low. The benefits of trusting supplier working relations also help strengthen a manufacturer's competitive position. The purpose of this paper is to determine if manufacturer price reduction pressure and trusting working relations with the pressured suppliers, typically considered to be mutually exclusive, can co‐exist.

Design/methodology/approach

A structural equation modeling approach was used to analyze data covering 946 production buying situations involving 279 suppliers and six NA automotive OEMs.

Findings

Manufacturer price reduction pressure and trusting working relations with the pressured suppliers, are not mutually exclusive, they can co‐exist.

Research limitations/implications

The research found that it is not the pressure that impacts the manufacturer – supplier relations, but rather it is the manner by which the manufacturer goes about pressuring its suppliers that impacts its supplier working relations. The research, however, does not directly address how a manufacturer can achieve both ends simultaneously.

Practical implications

Manufacturers no longer have to choose between exerting price reduction pressures on suppliers or working to achieve trusting relations with suppliers. They can successfully do both. At the same time, suppliers must recognize that these conditions may occur and when applied simultaneously ultimately benefit both parties.

Originality/value

This research adds to the critically under‐researched B2B pricing processes and pricing impact areas, while helping to influence managerial actions, an area in which academic B2B research is considered to be lacking.

Details

Journal of Business & Industrial Marketing, vol. 23 no. 5
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 3 June 2019

Giancarlo Pereira, Nektarios Tzempelikos, Luiz Reni Trento, Carlos Renato Trento, Miriam Borchardt and Claudia Viviane Viegas

The purpose of this paper is to explore top managers’ role in key account management.

1329

Abstract

Purpose

The purpose of this paper is to explore top managers’ role in key account management.

Design/methodology/approach

The possible actions that could be performed by a top manager were investigated in 12 case studies. These actions were grouped into key account managers and teams, culture, engagement and knowledge, organizational structure/conditions and customers and markets.

Findings

Top managers (TMs) informally evaluate teams and key account (KA) managers, stimulate a culture that favors the information’s prospection, persuade managers to reduce their resistance and improve organizational structure/conditions by inducing internal and external questioning. They also contact key customers’ top managers to check on the changes required or to persuade them to change requirements, accept a higher price or redirect an unattractive order to competitors. They approve revisions on the key customers list, discuss with the key account manager how to redirect an unattractive opportunity to competitors and try to improve gains even in attractive orders.

Research limitations/implications

Additional research beyond the provided exploratory study is needed to generalize the results. The findings contribute to improving the understanding of how TMs get involved in key account management, buyer–supplier relationship improvement and increasing company profitability. They also unveil top managers’ role in internal culture creation and team engagement.

Originality/value

When managing their KAs, TMs seem to be sceptical, curious and pragmatic with their subordinates, as well as with the customers or competitors.

Details

Journal of Business & Industrial Marketing, vol. 34 no. 5
Type: Research Article
ISSN: 0885-8624

Keywords

Open Access
Article
Publication date: 12 February 2021

Manesh Muraleedharan and Alaka Omprakash Chandak

The substantial increase in non-communicable diseases (NCDs) is considered a major threat to developing countries. According to various international organizations and…

12618

Abstract

Purpose

The substantial increase in non-communicable diseases (NCDs) is considered a major threat to developing countries. According to various international organizations and researchers, Kerala is reputed to have the best health system in India. However, many economists and health-care experts have discussed the risks embedded in the asymmetrical developmental pattern of the state, considering its high health-care and human development index and low economic growth. This study, a scoping review, aims to explore four major health economic issues related to the Kerala health system.

Design/methodology/approach

A systematic review of the literature was performed using PRISMA to facilitate selection, sampling and analysis. Qualitative data were collected for thematic content analysis.

Findings

Chronic diseases in a significant proportion of the population, low compliance with emergency medical systems, high health-care costs and poor health insurance coverage were observed in the Kerala community.

Research limitations/implications

The present study was undertaken to determine the scope for future research on Kerala's health system. Based on the study findings, a structured health economic survey is being conducted and is scheduled to be completed by 2021. In addition, the scope for future research on Kerala's health system includes: (1) research on pathways to address root causes of NCDs in the state, (2) determine socio-economic and health system factors that shape health-seeking behavior of the Kerala community, (3) evaluation of regional differences in health system performance within the state, (4) causes of high out-of-pocket expenditure within the state.

Originality/value

Given the internationally recognized standard of Kerala's vital statistics and health system, this review paper highlights some of the challenges encountered to elicit future research that contributes to the continuous development of health systems in Kerala.

Details

Journal of Health Research, vol. 36 no. 2
Type: Research Article
ISSN: 0857-4421

Keywords

Article
Publication date: 1 June 2004

Paul Chao, Saeed Samiee and Leslie S.C. Yip

Presents and discusses areas for future research into international marketing in the Asia‐Pacific region based on recent trends and gaps in the literature. Continues and develops…

2008

Abstract

Presents and discusses areas for future research into international marketing in the Asia‐Pacific region based on recent trends and gaps in the literature. Continues and develops the themes presented in the first Special Issue on international marketing in the Asia‐Pacific region (International Marketing Review, Vol. 20 No. 5).

Details

International Marketing Review, vol. 21 no. 3
Type: Research Article
ISSN: 0265-1335

Keywords

Article
Publication date: 1 October 2003

Paul Chao, Saeed Samiee and Leslie Sai‐Chung Yip

This study is motivated by the theme of this special issue of International Marketing Review, which highlights the enormous economic success of Asia‐Pacific nations and their…

8663

Abstract

This study is motivated by the theme of this special issue of International Marketing Review, which highlights the enormous economic success of Asia‐Pacific nations and their emergence as global marketers of the twenty‐first century. The success of firms situated in these nations has been even more pronounced since the 1990. This study highlights international marketing developments, opportunities, and research issues that warrant closer attention. In examining the topic, highlights a number of important developments including technological innovations, the penetration and influence of the Internet and electronic commerce in the region, the emergence of Asian multinational companies, the development of Asian brands, the importance of relationships and networks for firms in this region, and their greater international integration and cooperation with the rest of the world. International marketing research considerations pertaining to the Asia‐Pacific Region are explored in each section, as well as in the conclusions.

Details

International Marketing Review, vol. 20 no. 5
Type: Research Article
ISSN: 0265-1335

Keywords

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