...Industrial Marketing Management 40 (2011) 219–230 Contents lists available at ScienceDirect Industrial Marketing Management Customer value anticipation, customer satisfaction and loyalty: An empirical examination Daniel J. Flint a,⁎, Christopher P. Blocker b, Philip J. Boutin Jr. a a b The University of Tennessee, Knoxville, TN, USA Baylor University, Waco, TX, USA a r t i c l e i n f o Article history: Received 22 October 2009 Received in revised form 30 January 2010 Accepted 27 May 2010 Available online 31 July 2010 Keywords: Customer value anticipation Service dominant logic Customer loyalty Customer satisfaction Customer value a b s t r a c t A service-dominant logic by definition is inherently customer oriented and relational, reflecting deeper and more complex connections between suppliers and customers. The service mindset driving increased collaboration enables suppliers to have deeper insights to what customers' value. Customer value perceptions are dynamic, sometimes in constant flux, necessitating anticipatory capabilities on the part of suppliers. Yet, there is a notable lack of discussion about customer value anticipation and related empirical evidence of whether or not customers care if suppliers anticipate what they value. The authors report on two survey studies that test using structural equation modeling the notion that suppliers good at anticipating what customers will value realize higher customer satisfaction and...
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...Introduction Cannabis is the most commonly used illicit drug worldwide despite evidence suggesting a number of harmful effects (Caspi, 2005). It has attracted copious amounts of media attention regarding the possible long-term effects of smoking cannabis, as it has been suggested it can mediate a number of mental health issues, ranging from psychotic symptoms such as hallucinations (visual and auditory) and to the chronic clinical disorder, Schizophrenia. There has been great discrepancy about the harmful effects of cannabis use, reflected in the constant debate about whether it should be classified as a class B or class C in the 1971 Misuse of Drugs Act (Mcleod, 2010) whereas some even believe it should be legalized. Legalizing cannabis has caused uproar within in social and even scientific settings because some believe its use provokes Schizophrenia, however, there a large number of users who never develop this psychotic illness. Schizophrenia is a serious mental illness characterised by delusions (loss of contact with reality) and hallucinations (visual and auditory) i.e. perceiving stimuli which aren’t present. Schizophrenia has a global prevalence of 1.5%, although, it is unclear what percentage of this is caused by cannabis use. It is huge financial public health issue in both human and material aspects (Murray, 2003) and although it has been reported for many years, ts aetiology is still poorly understood This article aims to evaluate recent evidence concerning this...
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...bizarre delusions and disorganized thought or speech pattern. People with schizophrenia often have other mental disorders (Sim et al. 2006). Thus schizophrenia can result in socially paralysing an individual. Treatment and prevention of the disorder are important steps in helping millions of people. One vital point in the process of developing a treatment and prevention strategy for schizophrenia is identifying the cause or causes of the disorder. Throughout the years, as examination into schizophrenia has advanced, the comprehension of schizophrenia has made strides. Researchers have possessed the capacity to pinpoint conceivable causes in the earth and the hereditary qualities of people that have schizophrenia, for instance. These headways thus have took into account the making of clearer models of how schizophrenia creates in people. The point of this article is to clear up the present perspective on what causes schizophrenia. The improvement of causation models will be talked about notwithstanding expounding on conceivable ecological and organic causal elements of schizophrenia. Amid the numerous years of exploration on the reasons for schizophrenia, a few diverse models have been proposed. The scope of models has been proposed to be because of the tending to various parts of the sickness, or perhaps ailments, we call schizophrenia (Keshavan et al. 2008). Another component in the scope of models is assortment of courses in which schizophrenia shows (Peralta and Cuesta 2000)...
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...unique cultural environment will be investigated. The objectives of this research are: (1) to identify the determinants affecting the performance of the supply chain at the retail level; (2) to define the antecedents related to each determinant; and (3) to present the conceptual model for this particular context. This research will contribute by presenting a conceptual model for supply chain performance that is relevant to small and mediumsized businesses that predominate Taiwan. INTRODUCTION Supply chain management (SCM) is “a key strategic factor for increasing organizational effectiveness and for better realization of organizational goals such as enhanced competitiveness, better customer care and increased profitability” (Gunasekaran et al. 2001, p. 71). The major goals of SCM are to minimize non-value-added activities and associated investment cost and operating cost, increase customer responsiveness and flexibility in the supply chain, and enhance bottom- line performance and cost competitiveness (Stewart 1995). A recent study conducted by Petrovic- Lazarevic and Sohal (2002) reported that effective...
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...Vol. 24 Iss 3 pp. 209 - 222 Permanent link to this document: http://dx.doi.org/10.1108/02621710510584035 Downloaded by Universitas Pendidikan Indonesia At 20:32 22 February 2015 (PT) Downloaded on: 22 February 2015, At: 20:32 (PT) References: this document contains references to 29 other documents. To copy this document: permissions@emeraldinsight.com The fulltext of this document has been downloaded 9372 times since 2006* Users who downloaded this article also downloaded: David Lamond, Lee D. Parker, Philip Ritson, (2005),"Fads, stereotypes and management gurus: Fayol and Follett today", Management Decision, Vol. 43 Iss 10 pp. 1335-1357 http:// dx.doi.org/10.1108/00251740510634903 Marilyn M. Helms, Judy Nixon, (2010),"Exploring SWOT analysis – where are we now?: A review of academic research from the last decade", Journal of Strategy and Management, Vol. 3 Iss 3 pp. 215-251 http://dx.doi.org/10.1108/17554251011064837 Uma D. Jogulu, (2010),"Culturally-linked leadership styles", Leadership & Organization Development Journal, Vol. 31 Iss 8 pp. 705-719 http://dx.doi.org/10.1108/01437731011094766 Access to this document was granted through an Emerald subscription provided by 601976 [] For Authors If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more...
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...------------------------------------------------- Entrepreneurs typically learn from failure Florian Moron ID: 33265062 Lancaster University Management School Michaelmas Term 2012 Entrepreneurs typically learn from failure. “Develop success from failures. Discouragement and failure are two of the surest stepping stones to success”. In this respect, Dale Carnegie (2010) argues that one of the most important lessons from success is failure. It is interesting that Carnegie talks of failure being in everybody’s past, indicating that failure is not a process confined to the entrepreneur. The research undertaken for this paper has been concentrated on four different previous researches of Cope (2009), Ucbasaran et al. (2009, 2012) and Cardon et al. (2009). Attitudes toward failure are not homogeneous among entrepreneurs, however those who have experienced it are disputably more prepared for the battle of entrepreneurship. As a result it is beyond question to understand the deeply affective dimension of failure that include the loss of the venture and the personal loss. Cope’s paper (2009) stresses that learning from failure is not automatic or instantaneous but it represents an essential prerequisite for learning (Wilkinson and Mellahi, 2005, cited by Cope 2009). The learning entrepreneurial experience of failure is articulated trough a major “grief recovery” composed of three interconnected learning components: an initial hiatus followed by a critical reflection and...
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...A RESEARCH PROPOSAL OF COLLABORATIVE BUYER - SUPPLIER RELATIONSHIPS AND JUST IN TIME (JIT STRATEGY) STRATEGY A CASE STUDY OF CROWN BEVERAGES LIMITED UGANDA BY SATURDAY BONAVENTURE 09/U/8578/PLE/PE A RESEARCH PROPOSAL SUBMITTED TO THE SCHOOL OF MANAGEMENT AND ENTREPRENEURSHIP OF THE IN AWARD PARTIAL OF A FULFILMENT BACHELORS OF DEGREE THE IN REQUIREMENT PROCUREMENT AND LOGISTICS MANAGEMENT Collaborative buyer - supplier relationships and JIT strategy 09/U/8578/PLE/PE CHAPTER ONE 1.0 Introduction This chapter introduces the background of the study, problem statement, objectives of the study i.e. the main objective and the specific objectives, research questions, scope of the study and the significance of the study. 1.1 Background to the study In recent years, increasing attention has been paid to buyer-supplier relationships and just in time strategy in general. Views of buyer-supplier relationships have evolved from the old school of the 1980s, where buyers and suppliers were viewed as part of a zero-sum game, to the more collaborationist outlook of the 1990s, which claimed that buyers and suppliers could cooperate to the benefit of both, to the more network-oriented view of the 2000s, where buyers and suppliers are parts of organic business ecosystems. Today these relationships have become “strategic” and the process of relationships development is accelerated as firms strive to create relationships to achieve their goals. In this stressful environment of relationships...
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...Marketing Plan STUDENTS MKT 421 University of Phoenix DATE Professor Pepsi B Energy Marketing Plan: Phase One Pepsi is performing a marketing control of their recent release of the Pepsi Diet Slim can, evaluating the successes and the failures of product. Based on the market successes of the Pepsi Diet Slim can, Pepsi is planning to develop a sugarcane-based Pepsi energy drink consisting of vitamin B12 and other B vitamins. This new product is packaged in a format similar to the Pepsi Diet Slim to offer a new look to Pepsi’s soda cans and to compete with the irregular shapes of existing energy drinks. Pepsi B Energy is to cater to customers who want to drink a healthier Pepsi. Pepsi B Energy’s Marketing Plan Phase One is designed to develop the basics of a marketing strategy for Pepsi B Energy. Pepsi B Energy’s Marketing Plan Phase One provides an overview of PepsiCo, a brief description of the product, the importance of marketing for PepsiCo, a SWOTT chart for Pepsi B Energy, and the preferred marketing research approach for Pepsi B Energy. PepsiCo Pepsi was founded in 1898 by a druggist from North Carolina named Caleb Bradham. Through a series of acquisitions and other business dealings, Pepsi became PepsiCo. PepsiCo currently produces a variety of beverages, many in partnership with other companies. PepsiCo sell soft drinks, juice drinks, sport drinks, bottled and enhanced waters. Recently...
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...International Journal on New Trends in Education and Their Implications January, February, March 2012 Volume: 3 Issue: 1 Article: 13 ISSN 1309-6249 THE POTENTIAL BENEFITS AND CHALLENGES OF INTERNSHIP PROGRAMMES IN AN ODL INSTITUTION: A CASE FOR THE ZIMBABWE OPEN UNIVERSITY Richard BUKALIYA Zimbabwe Open University, Mashonaland East Region, Marondera, ZIMBABWE ABSTRACT Several studies done elsewhere have indicated and concluded that a gap really exists between the quality of graduates produced and what the market demands (Mpairwe, 2010). For this and other reasons, training institutions and employers have accepted the need to seek mitigatory steps to bridge the gap. Among other steps, institutions of learning have introduced internship programmes also referred to as field attachment in some of their degree and non-degree programmes. There has also been the realisation that imparting the relevant practical skills is a partnership between the training institution and the prospective employers through student internships. However, despite these positive intentions, interns on field attachment have faced serious challenges among which are insufficient time and lack of funding for the programmes. It is behind this background that the present study sought to establish the benefits and challenges faced by student interns at the Zimbabwe Open University. The study focussed on two of the university`s faculties: the Faculty of Science and technology and that of Applied Social Sciences...
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...{sansari@babson.edu, nanni@babson.edu} Dessislava A. Pachamanova, David P. Kopcso Mathematics and Science Division, Babson College, Wellesley, Massachusetts 02457 {dpachamanova@babson.edu, kopcso@babson.edu} T his article illustrates how simulation can be used in the classroom for modeling customer behavior in the context of customer lifetime value estimation. Operations research instructors could use this exercise to introduce multiperiod spreadsheet simulation models in a business setting that is of great importance in practice, and the simulation approach to teaching this subject could be of interest also to marketing and accounting instructors. At Babson College, the spreadsheet simulation exercise is part of an integrated one-case teaching day of the marketing, accounting, and operations research disciplines in the full-time MBA program, but the exercise is directly transferable to stand-alone courses as well. In our experience, students have felt empowered by the ability to incorporate their ideas about customer behavior directly into customer lifetime value models, and have appreciated the ease with which simulation enables them to obtain intuition about the sensitivity of their estimates to different assumptions. Key words : customer lifetime value models; spreadsheet simulation models; cross-disciplinary integration;...
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...Customer loyalty and the effect of switching costs as a moderator variable A case in the Turkish mobile phone market Serkan Aydin and Go¨khan O ¨ zer School of Business Administration, Gebze Institute of Technology, Gebze, Turkey, and O ¨ mer Arasil Telecommunications Authority, Ankara, Turkey Abstract Purpose – In the GSM mobile telephony sector, the main condition for protecting the subscriber base is to win customer loyalty, a key necessity for the maintenance of a brand’s life in the long term. To achieve this aim, customer satisfaction and trust must be measured and “switching costs” identified. The latter render subscribers’ preference for rival operators more expensive. In this connection, this paper’s aim is to measure the effects of customer satisfaction and trust on customer loyalty, and the direct and indirect effect of “switching cost” on customer loyalty. Design/methodology/approach – The data set covered 1,662 mobile phone users in Turkey. The data were analyzed by moderated regression analysis to test the hypotheses. Findings – The findings of this study show that the switching cost factor directly affects loyalty, and has a moderator effect on both customer satisfaction and trust. Therefore, it plays a crucial role in winning customer loyalty. In short, it is a quasi moderator. However, switching costs was measured as a unidimensional factor, but switching costs in fact contains psychological, financial and procedural sub-dimensions. Therefore...
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...Baskin Robbins Marketing Plan Final Outline Paper Lou Ann San Nicolas MKT 421 Marketing 1. Baskin Robbins Organizational Overview Baskin Robbins is a franchise based business operating in 35 countries for the last 65 years. The ice cream shops have more than 1,000 flavors since 1945. Baskin Robbins has more than 150 million consumers worldwide with 2,800 locations nationally and 5,800 stores globally. What began as a small business opportunity has grown into a solid business model for existing and future franchise business owners. Despite, by these two ice cream enthusiasts, whose passion leads to the creation of more than 1,000 ice creams flavors, and with a variety of delicious treats, such as nutty berry banana (Baskin & Robbins, 2011). The Baskin and Robbins business home office is situated in the area of Canton, Massachusetts. a. Organization Baskin Robbins Ice Cream Industry b. Mission Statement The philosophy and mission statement is eloquently put by a quote from co-founder Irv Robbins, “we sell fun, not just ice cream” (Robbins, 2011, p. 1). It is this statement that allowed Burt Baskins and Irv Robbins the opportunity to grow the business from one store to many. c. Geographic Locations The company had become an ice cream mega-empire, consisting of 5,800 stores in different geographical locations throughout the international. Exhibit 1.1 below shows the international geographic locations of Baskin Robbins industry (Baskin...
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...Coordination between the Military and Civilian Organisations: Issues and Solutions The work described in this document has been undertaken by the Human Factors Integration Defence Technology Centre, part funded by the Human Capability Domain of the U.K. Ministry of Defence Scientific Research Programme. © BAE Systems 2009 The authors of this report have asserted their moral rights under the Copyright, Designs and Patents act, 1988, to be identified as the authors of this work. Reference ...........................................HFIDTC/2/WP3.1.4/3 Version.................................................................................2 Date............................................................... 19th May 2009 © BAE Systems 2009. Issued by Aerosystems International Ltd on behalf of the HFI DTC consortium. The HFI DTC consortium consists of Aerosystems International Ltd, Cranfield University, Lockheed Martin, MBDA, SEA, Brunel University, Southampton University and the University of Birmingham HFIDTC/2/WP3.1.4/3 Version 2/ 19th May 2009 Authors Paul Salmon Daniel Jenkins Neville Stanton Guy Walker Brunel University Brunel University Brunel University Brunel University ii HFIDTC/2/WP3.1.4/3 Version 2/ 19th May 2009 Contents 1 1.1 1.2 1.3 1.4 1.5 1.6 Executive Summary ................................................................................... 1 Background and reasoning behind the work ...................................................
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...Marketing Plan Erik Wohler, Adnan Otovic, and Joshua Adamson MKT/421 – Marketing March 28, 2013 R. Scott Bluemel Marketing Plan: Phase I Overview of the Organization The entertainment industry is a vastly changing business, although the ideology has stayed the same throughout history. Since the earliest documented cases started appearing, stories and music were used to overcome and surpass dark times in cultures throughout the world. In more recent historical examples, during the great depression, the largest break through for the entertainment industry began to show by way of movies, musicals, radio and early television. Movies really began to dawn as a way to escape the realities of everyday life and live vicariously in a world of wonder and enchantment, or love and drama, for those who had more serious worries in the real world. With the progression of technology, movies have become a literal escape, with millions of followers across the globe. The movie industry has made such dramatic leaps in technology that the demand for movies and theaters has grown largely over the past 20 years. At Regal Cinemas, being one of the largest franchises across the globe, business has been remarkable. “Regal Entertainment Group (NYSE: RGC) operates the largest and most geographically diverse theatre circuit in the United States, consisting of 6,862 screens in 538 theatres in 38 states and the District of Columbia as of February 21, 2013, with over 211 million attendees for the...
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...Integr. Bus. Econ. Res. Vol 4(1) 469 Scope Change, Flexibility and the Management of Projects Daniel Adler University of Technology Sydney, Australia Daniel.adler@student.uts.edu.au ABSTRACT Managing scope on projects is universally recognized as a challenge for business. This paper will argue that the activity theory concept of contradiction is a useful method with which to re-frame debates around the origins of scope change that moves away from an either or approach to based on trade-offs between for example efficiency and flexibility. Scope change will be demonstrated to be a natural part of projects, and that managers who embrace it can benefit from the opportunities that arise. Using one live manufacturing project as a case example, the paper will conclude that both hard and soft paradigm stances in terms of project management can be accommodated under the activity theory banner of contradiction, giving rise to the potential transferability of this classification across all types of projects. Keywords: Project Management; Manufacturing; Cultural Historical Activity Theory (CHAT); SME’s; Scope. 1. Introduction Scope change on projects can be very challenging for managers as it can be an admission that the original plans were inadequate, thus calling into question the expertise of the people who planned the project. Consequently when scope change results in time delays, budget increases, and disagreements about quality, this can often lead to evaluations...
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