渠道成员参与情况下顾客忠诚影响因素研究

顾客忠诚度是影响企业竞争优势的重要因素.以往对顾客忠诚度的研究,主要集中在忠诚度的影响因素、满意度与忠诚度的关系等方面,忽略了对渠道成员(主要是中间商)参与的考虑.以服务业为背景,将渠道理论与客户关系管理理论结合起来,建立新的顾客忠诚理论模式进行研究发现,渠道成员的行为会对顾客的忠诚度产生深刻的影响.企业应该制定一个全面、有效的渠道成员行为管理计划,对渠道成员的行为进行有效的管理,使渠道成员更好地体现的企业形象;对各渠道成员成长过程中所需经历的行为进行培训、评估和给予激励等等.借助各渠道成员的力量来巩固和提高顾客忠诚度,拓展自己的市场.     

公司渠道控制能力与绩效关系研究

渠道控制的本质是对渠道成员行为的控制,本文基于渠道构成和渠道控制的理论基础研究公司渠道控制能力与公司绩效的关系;继而主要探讨公司对渠道成员的控制力,即公司供应方控制和需求方控制两个控制维度及其因素层对公司绩效的影响.     

国外营销渠道冲突研究综述

西方对渠道理论的研究主要集中于渠道结构和渠道行为两大领域。研究渠道的结构，即探讨渠道是怎样构成的，研究渠道行为．即探讨渠道成员怎样认识、建立与处理渠道关系。在渠道行为研究领域中，渠道成员如何建立和利用权力，如何处理冲突，如何通过合作获取竞争优势，是西方渠道行为理论的研究重点。尽管营销渠道的冲突管理只是企业营销渠道管理的一个组成部分，但从某种程度上讲，它又是企业营销渠道管理的关键所在。因此，现代西方市场营销学者对此进行过比较系统的分析和研究。     

渠道冲突对渠道绩效的影响——以生鲜农产品市场调查为例

与一般渠道冲突研究立足于一般消费品市场不同,本文立足农产品营销领域,借助农产品市场经营组织调查数据,对渠道成员问冲突行为及其结果进行分析.研究结果表明,在农产品营销领域,渠道冲突的频繁和激烈程度与渠道绩效存在显著相关关系,频繁发生的高强度的渠道冲突会对农产品流通效率与渠道成员关系质量产生消极影响;垂直渠道冲突和水平渠道冲突对渠道绩效的影响不同,前者会降低渠道绩效,而后者有助于提升整个渠道体系的效率水平;渠道冲突程度与诱发冲突的原因有密切关系,越是基于利益和目标的冲突,冲突程度越激烈,破坏性越强;不同渠道成员面对同一冲突事件所作出的反应不同,其中冲突观是决定性因素,培育更高层次、更为专业的营销主体对于降低渠道冲突发生概率具有积极意义;渠道协同(合作行为或意愿)对于避免和化解渠道冲突具有积极意义.文章指出,鉴于渠道协同在降低渠道冲突进而提高渠道绩效方面的重要作用,为降低冲突发生的可能性,提高渠道绩效,应在渠道系统内进行联合或一体化.     

农户人际关系网络结构对渠道行为与续约意愿的影响

针对营销渠道行为研究网络视角缺乏的问题,引入了社会网络理论中的两个重要变量——网络密度和网络中心性,并在农产品营销渠道中考察了农户人际关系的网络密度和农户的网络中心性对渠道冲突与满意的影响,以及冲突和满意对交易关系的稳定性(农户续约意愿)的影响。实证研究发现,订单农业中农户的人际关系网络结构对渠道冲突与满意行为有显著影响;农户与农产品收购企业之间的冲突与满意对交易关系稳定性具有显著影响。     

营销渠道中销售人员的亲组织非伦理行为:概念模型与研究命题

以组织行为领域中亲组织非伦理行为研究文献为基础，将亲组织非伦理行为的概念拓展至营销渠道组织间关系情境，并将其定义为渠道边界人员实施的旨在提升组织功能有效性但有损渠道伙伴利益的行为。在此基础上，基于Hunt et al.(1986)提出的个体伦理决策模型，建立了一个关于销售人员亲组织非伦理行为的概念模型，探讨了销售人员亲组织非伦理行为的影响因素(义务论和目的论评价因素)和作用结果(制造商渠道经济绩效和关系绩效),并提出了若干研究命题。     

论生鲜农产品垂直渠道关系整合

本文构建了生鲜农产品垂直渠道关系整合模型,运用结构方程模型分析了垂直渠道关系整合的变量关系及过程,认为垂直渠道关系整合过程是通过控制整合影响因素和调节整合传导因素实现.一些中小批发商认为,与老客户(零售商)的长期协作和默契往往能形成信任并保证继续合作的承诺,批零双方因短期利益而引发的猜疑、争吵往往会损害信任关系,信息沟通的不对等、企业文化差异、相互适应困难和机会主义等影响垂直渠道关系的长期健康发展.     

业态演化对零售商行为作用的理论模型与推论

通过文献研究发现,有关渠道关系的研究十分广泛,但将零售业态作为渠道行为系统的外部影响因素,与渠道行为之间的相关性研究却是理论研究的空白.文章提出一个零售业态演化对零售商作用机理的概念模型,并作如此推论:渠道权力与渠道信任是零售业态演化作用于渠道行为的中介变量,在供零关系中起着基础的作用;同时随着零售业态的演化,供应商渠道权力作用会下降,而零售商信任的作用将提高,进而导致供零的冲突下降、零售商关系承诺、沟通与合作水平增加,而投机行为受到抑制,零售商的满意度随之提高.     

加强渠道控制力

“双赢”是生产商和经销商在渠道管理中的一个伪真理,真正的真理是控制。渠道控制力量取决于很多因素:品牌的力量,制造商销售人员对经销商渠道成员的了解程度和业务关系维护等。     

营销渠道中的冲货行为与控制机制

在营销渠道中,冲货行为是一个值得关注的问题。依据其对渠道效率的不同影响,冲货行为可分为三种类型:良性冲货、低影响性冲货和恶性冲货。而究其成因,则要溯源于其涉及的主体——厂家和分销商,他们对于冲货行为的发生都应承担一定的责任。然而较之分销商的问题,厂家自身管理中所存在的问题更值得反思。因此,厂家应从自身实际出发,根据分销商的不同情况,通过对权威、合约和规则三种基本控制机制间的综合运用,实现跨组织与组织内部的渠道行为管理,赢得渠道成员间的合作和内部员工的忠诚,从而有效地将冲货行为控制在安全线以下。     

资产专用性、渠道异质性与渠道投机行为:基于中国汽车企业的实证

为了提升渠道价值和培育竞争优势,营销战略会针对特殊的渠道交易伙伴进行专用性投资。交易成本理论认为专用性投资在带来高的附加值的同时,也使得进行专用性投资的渠道成员面临投机行为风险。中国的实证数据表明,虽然销售商的专用性投资会导致制造商渠道投机行为,但这会受到制造商自身的专用性投资的影响以及渠道关系持续的影响,即双边“锁定”和渠道关系的持续会有效避免渠道投机行为。     

浅析渠道关系

渠道关系是指渠道系统中各个成员之间的交往状态和合作深度。渠道系统内关系的类型和状态对渠道的产出效率和效果产生着重大的影响。本文探讨了目前广泛存在的四种纵向渠道关系及其优缺点 ,以求为企业的分销决策提供一些参考。     

Consumer response to marketing channels: A demand-based approach

Abstract

Marketing channels have faced rapid structural and functional transformations during the last few decades. While a large body of research has been devoted to understanding the supply-side aspects of marketing channels, much less research has taken the demand-side perspective to study consumer perception of channel position and functions. This article extends the channel literature to a broader domain and develops a consumer-based theoretical framework reflecting factors that influence consumer perception of and reaction to channel strategies and decisions. The authors conceptualize that consumers’ perceived channel value is a critical factor in determining their loyalty behavior. Seven important channel features are identified that would positively influence the perceived channel value. The relationship between perceived channel value and channel preference is strongly dependent on the level of customer value co-creation. The article concludes with research implications and suggestions of avenues for future research.     

渠道权力结构的过度倾斜与权力失效——基于农产品营销渠道的研究

本文通过对中国农产品营销渠道的考察,发现了渠道权力结构的过度倾斜与权力的失效问题。作者认为,在渠道权力结构理论背后存在着一个隐含命题,即渠道关系双方的规模与实力应当是对等的,或者二者之间的反差在一个合理的区间内。在渠道关系中,如果一方是为数众多、分散且规模弱小的成员,而另一方是规模巨大、实力较强的成员时,就会出现权力结构的过度倾斜,而当渠道中权力弱势地位一方采取一致性的“反抗”行为时,权力优势成员的权力就会失效。     

The Hunt–Vitell General Theoryof Marketing Ethics: Can it Enhance our Understanding of Principal-Agent Relationships in Channels of Distribution?

This paper advances the Hunt–Vitell General Theory of Marketing Ethics as a framework for enriching current understanding of both long-term marketing relationships in general, and principal-agent associations specifically. Under economic models of agency theory, manufacturer-distributor relationships are conceptualized as principal-agent associations where both parties are assumed be motivated exclusively by short-term financial self-interest within the logical constraints of zero-sum game conditions. As a general model of ethical decision making and behavior in marketing, the Hunt–Vitell theory illustrates how ethical decisions are predicated not only upon estimations of potential benefits or outcomes (using teleological criteria), but also deontological evaluations which invoke norms and values. Furthermore, the recent ideas advanced in "relationship marketing" perspectives suggest that distribution channel associations premised upon non-zero-sum or symbiotic assumptions may be more effective and more jointly profitable. Based upon the Hunt–Vitell model, propositions are formulated that complement the understanding of agency theory within the context of marketing channel relationships, and thus, may represent a basis for more effective agency selection and interaction in marketing practice.     

Business ethics and job-related constructs: A cross-cultural comparison of automotive salespeople

Although a number of articles have addressed ethical perceptions and behaviors, few studies have examined ethics across cultures. This research focuses on measuring the job satisfaction, customer orientation, ethics, and ethical training of automotive salespersons in the U.S. and Taiwan. The relationships of these variables to salesperson performance were also investigated. Ethics training was found to be negatively related to perceived levels of ethicalness and performance. High performance U.S. salespeople reported high ethical behavior, while the opposite was true in Taiwan. Customer orientation in both countries was influenced by ethics training. Managers should evaluate current ethics training programs to insure correct ethical behavior is taught and rewarded.Earl D. Honeycutt, Jr. is Associate Professor of Marketing at Old Dominion University. He has published inBusiness Horizons, Journal of Personal Selling & Sales Management, Industrial Marketing Management, Industrial Management, Journal of Strategic Marketing, and numerous other national and international publications.Judy A. Siguaw is Assistant Professor of Marketing at UNC-Wilmington. Her articles have appeared inJournal of Marketing Research, Journal of Strategic Marketing, Industrial Management, Marketing Education Review, and numerous international and national proceedings.Tammy G. Hunt is Associate Professor of Management at UNC-Wilmington. Her articles have been published inSimulation & Gaming, Journal of Business Education, Journal of Voluntary Action Research, and numerous national and regional proceedings.     

Power, satisfaction, and relationship commitment in Chinese store-tenant relationship and their impact on performance

Managing the distribution channel is a key concern to firms operating in the world's largest developing economy. This study examines channel exchange relationships in China using data on department stores’ relationship with their tenants. The power-satisfaction-commitment-performance framework was used as a basis for the study. Department stores’ contingent use of coercive power was found to have little or no effect on their tenants’ economic and social satisfaction, which suggests that coercive power is perceived as ‘legitimate’ by small and medium-sized retailers in China. Tenants’ behavior towards power also reflects a subtle difference in channel member behavior, which reflects the differences between China's collectivistic culture and the individualistic culture in many Western countries. This study adds to the existing knowledge on channel behavior in Chinese cultural setting. In addition, it tests the degree of cross-cultural generalization of established channel constructs. It also provides managerial insights on channel relationship management in China's market.     

安全警示下的消费者水果渠道选择行为实证研究——基于浙江省的调查

根据消费者渠道选择理论,探讨安全警示下消费者水果购买渠道选择时的影响因素,主要包括人口特征变量、消费动机和消费感知等。并结合问卷调查数据,应用多项分类logistic回归模型,对消费者多渠道选择行为进行识别研究,本文提出农超在长期内会共存依据以及可创新性地发展社区型销售渠道等结论。     

The impact of national culture and communication on exporter–distributor relations and on export performance

Interorganizational relations have been a major focus of marketing scholars in the past 2–3 decades. In this study, we explore the impact of national cultural differences, a factor that is unique to international relations, on behavior variables in exporter–foreign middleman relations. Furthermore, we argue that communication has an extended role in international channel relationships, and that it influences relationship variables in a different manner than in domestic relationships. The study supports that national cultural distance and communication have significant impact on trust and commitment, that communication may influence variables differently than in domestic relations, and that the degree of commitment toward the foreign distributor or agent is directly related to the financial performance in that market.     

我国家电行业渠道变革中的渠道冲突问题研究

本文在国内外有关渠道冲突理论的基础上,研究我国家电行业渠道变革中的渠道冲突问题。文章首先总结了我国家电行业渠道变革中的渠道冲突现状;其次从宏观经济环境变化以及微观经济主体活动两个角度分析冲突形成的原因;最后有针对性地提出了解决渠道冲突的两大管理策略——渠道关系协调策略和渠道整合优化策略,并给出了一些具体的解决方法。