Relationship marketing of services—growing interest,emerging perspectives

Relationship marketing is an old idea but a new focus now at the forefront of services marketing practice and academic research. The impetus for its development has come from the maturing of services marketing with the emphasis on quality, increased recognition of potential benefits for the firm and the customer, and technological advances. Accelerating interest and active research are extending the concept to incorporate newer, more sophisticated viewpoints. Emerging perspectives explored here include targeting profitable customers, using the strongest possible strategies for customer bonding, marketing to employees and other stakeholders, and building trust as a marketing tool. Although relationship marketing is developing, more research is needed before it reaches maturity. A baker’s dozen of researchable questions suggests some future directions. holds the J. C. Penney Chair of Retailing Studies, is a professor of Marketing, and is director of the Center for Retailing Studies at Texas A&M University. He is a former national president of the American Marketing Association. His research interests are services marketing, service quality, and retailing strategy. He has published numerous journal articles and books, includingDelivering Quality Service: Balancing Customer Perceptions and Expectations (Free Press, 1990),Marketing Services: Competing Through Quality (Free Press, 1991), andOn Great Service: A Framework for Action (Free Press, 1995).     

Estimating the Impact of Transgenic Bt Cotton on West and Central Africa: A General Equilibrium Approach

West and Central Africa (WCA)’s cotton sector is experiencing rising production costs and lower yields, reversing decades of growth. Declining input use, soil fertility and inefficient chemical pest controls are contributing factors. We evaluate the potential impact of Bt cotton on WCA using a multiregion general equilibrium model and multicountry estimates of Bt-induced productivity. We find that Bt cotton raises growers’ returns, land value and welfare. Released labor from cotton is shifted to food crops hence reducing labor shortage constraints. Overall, results indicate that potential gross benefits from Bt cotton are substantial for WCA cotton sector, and that the economic costs of nonadoption are equally significant.     

Where have all the traditional classroom settings gone?—The use of large scale, public sector projects to illustrate a multidisciplinary approach to problem solving

This work describes the evolution and potential of an elective course for students who have already been exposed to the standard techniques of problem solving as presented in traditional courses. Students apply these techniques to large scale problems in directed mullidisciplinary project teams. In doing so, they are provided with a unique learning experience allowing them to serve as a resource to the community. Course projects described here include the promotion of a railing retail district; the formulation, implementation and monitoring of litter reduction strategies; the economic evaluation of using inmate labor to clean public areas; and economic comparisons of recycling strategies for used tires.     

Risk Management Using Quasi–static Hedging

In this paper, we try to develop a comprehensive theory of risk management for illiquid trading instruments and exotics by examining the consequences of a quasi–static hedging strategy. In contrast to a static hedging strategy, in which an initial hedge once executed is kept in place for the life of the trade, and a dynamic hedging strategy, in which hedges are frequently adjusted over the life of the trade, a quasi–static hedging strategy utilizes hedge adjustments but tries to minimize the frequency. Almost all the examples studied in the framework introduced here take this minimization to the extreme by limiting hedge adjustments to at most one during the life of a trade. We examine the application of this approach to long–dated forwards, long–dated options and exotic options such as cliquet and barriers. The model we present for barriers is a new generation of the Derman–Ergener–Kani approach which combines the flexibility of the approach with a sizable increase in model independence.     

ISSUES IN INSURANCE AND RISK MANAGEMENT EDUCATION

Abstract: The risk management and insurance discipline faces a number of challenges. The author poses some questions which focus on those challenges.     

Beyond Self-Regulation: Towards A Critique of Self-Regulation As A Control Strategy For Hazardous Activities*

After highlighting some of the key issues and positions in the debate around appropriate preventive regulation, the paper presents a number of observations directed at the proponents of greater self-regulation. These observations confront directly a number of familiar, but often unchallenged, arguments for self-regulation. More centrally we address claims concerning, the extent to which the chemicals industries have a good and improving ‘safety’ record; and whether the sector consists of companies both motivated and capable in the context of effective crisis and disaster management. Lastly, the paper sets out some ‘new directions’ for the nature and role of regulation in the effective prevention of crises. Thus the paper indicates a number of regulatory developments which are distinct from any shift towards greater self-regulation, but which would result in more effective crisis and disaster prevention in the UK chemicals industries and, indeed, beyond that specific sector.     

Organizational Culture: A Framework and Strategies for Facilitating Employee Whistleblowing

Seven dimensions of organizational culture that influence the employee reflection process that ultimately leads to whistleblowing behavior are presented. These include 1) vigilance, 2) engagement, 3) credibility, 4) accountability, 5) empowerment, 6) courage, and 7) options. Key considerations within each dimension are discussed and a compliance framework is used to identify strategies for encouraging a culture that supports employee communication, questioning, and reporting of illegal, unethical, and illegitimate practices within organizations.     

EVIDENCE ON RELATIONSHIPS AMONG ALTERNATIVE MEASURES OF CONCENTRATION: A TOOL FOR ANALYSIS OF LDC INEQUALITY

The evidence on economic inequality in nearly all developing countries is both seriously incomplete and of moderate to poor quality. In addition, information often corresponds to distributions which appear to be less revealing and useful than other ones; thus it can be argued that the frequently available distribution of income among households ranked by household income is less helpful than the seldom found distribution of consumption among persons ranked by per capita household consumption. Whether one's objective is to assess inequality in some absolute sense or (especially) to make comparisons across countries or evaluate trends over time, it is useful to know whether systematic relationships exist among various measures of inequality, in particular between those most commonly available and those conceptually most interesting. Illustrative comparisons of a variety of inequality indicators are presented. They suggest that in developing countries the concentration of income among persons (assuming equal distribution within the family) does not differ much from the concentration among households. They also suggest that the concentration of consumption is somewhat less unequal than that of income, the ratio of the respective Gini coefficients tending to cluster around 0.85 to 0.90.