Modelling of customer retention in multi-format retailing

The objective of this study is to offer a model of the formation process of loyalty towards the services provided by retail food companies. Specifically, the case of a Spanish company, which is a leader in the retail food market is taken. The company operates using different retail formats, and it has customers with various levels of loyalty and behavioural patterns. The research tries to determine implications for managing the loyalty towards the company. Different customer groups are analysed. Four working hypotheses are proposed and contrasted through the formulation and estimation of two theoretical models or conceptual maps. After the empirical analysis, the proposed models show a good fit, and the formulated hypotheses are confirmed. By using this kind of modelling, the companies that operate under the considered framework may reach significant conclusions prior to making decisions in the area of customer retention.     

试论服务战略的实施

服务战略的核心是把服务融入产品中 ,依靠各种服务和顾客关系的各种要素确立竞争优势。强调服务战略 ,并不是贬低技术质量战略、价格战略和形象战略的作用 ,而是把战略思考和管理决策的重心放在服务上。     

The role of MNCs in balancing the human capital 'books' between African and developed countries

The economic imbalance that exists between Western developed economies and African economies has resulted in retardation of human capital development in the African countries. The foreign direct investments that have freely flowed into Western economies have been the stimulus for the creation of jobs and the resulting educational infrastructure to generate qualified employees. Without this increase in human capital stock (i.e. in African countries) the ability of these economies to compete in the global, high tech, information economy of the twenty-first century is severely constrained. The paper examines the development of a human capital encompassing societal, organizational, and individual levels that can be stimulated by multinational organizations. The resulting positive impact on human capital in turn supports the growth not only of the African countries but also of the multinationals doing business in Africa.     

Private Label Vendor Selection in a Supply Chain: Quality and Clientele Effects

We model a supply chain consisting of a national brand manufacturer and an independent manufacturer, both of whom are potential suppliers of store brand to a single retailer. The retailer serves two customer segments—a quality sensitive segment (high type) and a price sensitive (low type) segment. The retailer serves these two segments by targeting the national and store brands to the quality and price sensitive segments, respectively. When the national brand manufacturer supplies the store brand he internalizes the effect of store brand quality on the national brand's retail prices. This leads the national brand manufacturer to choose a lower store brand quality than the independent manufacturer. This decrease in store brand quality has the benefit of increased revenues from the high type customers along with an associated cost of decreased revenues from the low type customers. Thus, when the benefit outweighs the cost the retailer chooses the national brand manufacturer to supply the store brand. We show that the retailer will choose the national brand manufacturer to supply the store brand when (a) the size of the high type customer segment is large relative to the low type customer segment, (b) the valuations of the high type customer segment is large relative to the low type customer segment, and (c) the retailer's margin requirement on the store brand is not very high. Overall, these results suggest that retailers who serve a bigger sized quality (price) sensitive clientele would have the national brand (independent) manufacturer supply the store brand.     

Consumption and the retail change process: a comparative analysis of toy retailing in Italy and France

Set in the context of a review and critique of the retail change literature, this study conceptualizes the importance of cultural diversity in consumption practices, and their dialectical interplay with retail structures. Underpinned theoretically by concepts located in Critical Theory and Bourdieu's studies of 'Distinctions', a grounded approach at a macro-level of analysis is applied to the comparison of the French and Italian toy retail sectors, which serves as an empirical illustration of the conceptual categories and relationships posited. In the comparative analysis of the French and Italian toy retail industry, the links between market structures and macro-economic and demographic factors, on the one hand, and localized consumption habits, on the other, are discussed, highlighting the interplay of the properties of the emergent retail activity and consumption categories of analysis. The impact of global sourcing and market entry of international retailers is assessed. Conclusions point to the importance of the forcefield between localized meaning and the dynamics of toy retail capital. It is argued that the commodity form of toys, together with the values attached to them and the role they play in childhood, is influencing the structures of national toy retail sectors which are also dependent on the overall retail system and broader environmental factors. In this, retail change processes take place as a result of the interactions between the different spheres and their particular expressions cannot be generalized across borders as they depend on the specific dynamics within each system.     

Trust and community building in the Doñana (Spain) toxic spill disaster

Appeals to public participation and, more generally, to a wider involvement of civic networks in the management of environmental conflicts are becoming more common after the difficulties that both the Market and the State appear to have in regulating these conflicts. The concern of this paper is with how central elements in civic society, such as interpersonal trust and community-building mechanisms, are influenced by environmental catastrophes. The case of the toxic spill disaster in Doñana, Spain, is presented in order to examine whether this accident had any effect on interpersonal trust and the mobilization of civic networks in the area. From the analysis, it can be concluded that involvement of civic networks in the management of these situations depends on the magnitude (real or perceived) of the disaster but also on the performance of public institutions regarding the event.     

中国资本市场国际化条件(英文)

本文从上海将建国际化的金融中心开始,讨论了中国资本市场要实现国际化所需要的条件,既人民币实现国际化和我们金融结构的完善。最后还给出了在国际化进程中需要注意的几个问题,并指出这一过程的长期性。     

Paths into the economy: structural barriers and the job hunt for skilled PRC migrants in Canada

Well-educated and trained Chinese professionals immigrating to Canada face barriers in finding jobs. To understand this wastage of human capital, we see entry to the professions as mediated by frameworks. The social construction of careers influences the demand for labour. Human capital is a social construct defined by certification procedures in Canada and by the way Canadian employers perceive appropriate matches of jobs and job applicants. Their demand for people with 'Canadian experience' blocks entry into higher-level jobs. The study interviewed thirty-two couples in 1999-2001 using qualitative methods to learn about their experiences finding jobs in Toronto.     

Financing China’s unprecedented infrastructure boom: the evolution of capital structure from 1978 to 2015

ABSTRACT

The authors examine the sources of the funds that have financed China’s infrastructure development since 1978. They define the five periods in which this development has taken place in terms of predominant financing: fiscal funds, build-operate-transfer (BOT), treasury bonds, the land financing, and local bonds. The system is characterized by a heavy reliance on debt financing and one-off revenues. These approaches have raised widespread concerns about fiscal sustainability in China. The authors explain why a shift towards the more conventional approach of fiscal funds is necessary.     

Ignoring Your Best Customer?

Abstract

Many organizations devote considerable amounts of money and human resources to develop systems aimed at improving customer retention and profitability. The conventional wisdom is that if retaining the most profitable customers is a good way to increase profitability, then allocating resources to increase the satisfaction of those customers has to be a great objective. However, managers do not observe clear link between satisfaction, retention and profitability. The reason is that different customers have different preferences for convenience as well as different costs associated with switching service providers. These preference and cost heterogeneities have important implications for how companies should target their customer service efforts.

In this paper, we adopt a latent class model to examine the interrelationship amongsatisfaction, retention and profitability. Applying the model to a data of customer satisfaction, self-reported switching propensity, and profitability provided to us by a large Midwestern bank, we make normative statements about which customers are the most criticalones for the company to satisfy and how to satisfy them. The results of this research help to explain why managers have been frustrated by the apparent lack of actionable information present in customer satisfaction data and points to more intelligent ways to use this data.