In Sickness and In Health: Exploring and Redeveloping a Measure of Marketing Effectiveness

No matter what condition an organisation may be in, assessing performance finds marketing management's day-to-day energies mostly devoted to matters of efficiency - that is doing things right - e.g. generating sufficient sales and profit, allocating the marketing budget, and controlling the marketing mix components etc. However, an organisation's performance and success depend more on effectiveness – that is doing the right things - than on doing thing right. Indeed, whilst organisations should be both efficient and effective, the starting point should be measurement of marketing effectiveness, for doing the wrong things efficiently is pointless.

A review of the academic literature reveals that several marketing effectiveness models exist but that there is no consensus as to which tile best measures are, or even agreement on one model that pulls the various strands into a convincing whole. This paper aims to provide a better measure of the construct, by up-rating an existing instrument's scale and adapting it to include items of structure, culture and learning in a sector specific measurement of marketing effectiveness in the UK aerospace industry.

This paper is designed to meet the needs of the practitioner who may not be satisfied with current measures, and the academic who is seeking empirical testing of new dimensions that add to and provide further debate on marketing effectiveness' body of knowledge. Based on a redeveloped scale the findings successfully captured eighteen items comprising marketing effectiveness in four discrete factors - Customer Philosophy, Strategic Perspective, Information Processing Capability, and Operational Marketing Proficiency.     

Defining the Domain of Perceived Environmental Uncertainty: An Exploratory Study of Senior Marketing Executives

At the very core of Marketing Information Systems (MkIS) design is the identification of the marketing information needs of decision-makers. Information needs can be defined as the user specifications of information characteristics involved in information seeking, and refer to those qualities of information perceived by managers to be 'useful' to facilitate their decision-making. Building upon previous qualitative research examining the information needs of senior marketing executives, the authors present the findings of a second qualitative research phase seeking to define the domain of one construct reported by Ashill and Jobber (1999), namely Perceived Environmental Uncertainty. The results, based on interviews with 20 senior marketing executives suggest that this construct may be multidimensional and associated with three different types of uncertainty conditions.     

Convenience,Satisfaction, and Post-Purchase Behavior in India's Health Insurance Market

ABSTRACT

Understanding the antecedents and implications of “service convenience” has acquired added importance with consumers' growing desire for ease during product or service exchange. Although the effects of service convenience, as a first-order construct, on post-purchase behavior have been studied in different business contexts, not much has been done in the case of a second-order construct which has been attempted here. The present study seeks to examine the mediating role of consumers' satisfaction as well as the moderating role of organizational and consumer personal factors that have not been sufficiently explored in the marketing literature. Structural equation analysis is adopted to test the hypothesized relationships using responses from 424 consumers who have purchased health insurance from six leading insurers in India. The findings validated that the service convenience affects consumer satisfaction, which, in turn, plays both a direct and mediating role in influencing consumers' repurchase intention. However, the role of organizational and consumer personal factors as moderators between service convenience and consumers' satisfaction could only be established indirectly through post-hoc analysis, which calls for further research. The results have important implications for planning, designing, and managing the health insurance business.     

The emergence and development of place marketing's confused identity

This paper draws parallels between the emergence and development of place marketing research with the emergence of service marketing as a distinct subject area within marketing. However, the topic area itself remains confused, terms used to describe its various associated phenomena have not been clearly defined, there is little consensus what type of marketing or branding applies to places, and the literature has not resolved the differences in marketing / branding individual places and whole nations, thus leading to confusion for academics and practitioners alike. A thematic review of the literature is presented in order to reflect on the way various aspects of the literature have developed, and how this has impacted on the current debate. The confusion over the use of terms originates from the way the literature developed over time in different subject areas, but also appears to be linked to the way authors successfully target articles for publication, using terms that better align with a journal's focus rather than necessarily using the most appropriate term for the specific construct under investigation.     

Customer Orientation of Service Employees—Toward a Conceptual Framework of a Key Relationship Marketing Construct

Abstract

Although customer orientation is a core element of the marketing concept and is especially crucial to the concept of relationship marketing, no widely accepted conceptualization of the construct exists. In the context of service organizations, the fulfillment of customer needs and wishes by customer-contact employeescan be seen as crucial for gaining a high degree of customer orientation. This paper develops a conceptualization of service employee customer orientation which is presented as a three-dimensional construct, the interrelated dimensions being the employee's motivation to serve customers, his or her customer-oriented skills, and his or her self-perceived decision-making authority. Implications are drawn out for relationship marketing of services organizations and relationship marketing theory.     

Psychic distance,marketing strategy and performance in export ventures of Brazilian firms

Compared to other issues examined in the exporting literature, less attention has been paid to the performance implications of following a standardisation or adaptation strategy. In addition, despite the interest in the psychic distance construct in the international marketing literature, there has been also little empirical research on the effect of managers' psychic distance on the international marketing strategies of the firm. To address these issues the present study offers an empirical investigation of the relationship among psychic distance, international marketing strategies, and export performance of Brazilian firms. A sample of senior managers of industrial firms in Brazil is used to test the hypotheses. The results reported here indicate that the degree of international marketing strategy adaptation is affected by the manager's psychic distance towards the foreign markets. Product and promotion adaptation were found to have a positive effect on export performance while surprisingly, distribution and price adaptation were found to influence export performance negatively. Contrary to expectations, the results also confirm that psychic distance has a positive effect on the export performance of the firm. Implications of these findings along with the limitations of the study are discussed.     

Market Mavens in Social Media: Examining Young Chinese Consumers' Viral Marketing Attitude,eWOM Motive,and Behavior

A paper survey of 835 Chinese college students was conducted to examine young Chinese consumers' social media use, market mavenism, viral marketing attitude, and product recommendation behavior. Structural model testing results showed that young Chinese consumers' perceived pleasure, affection outcome expectation, and subjective norm of viral marketing affected their market mavenism while their subjective norm and pleasure influenced their viral marketing attitude. More importantly, young Chinese consumers' frequency of product recommendations on social networking websites was determined by their social media use, viral marketing attitude, and electronic word of mouth motive to help the company and market mavenism.     

The 1939 New York World's Fair

Decades before the literature on marketing for non-profit organization emerged in Journal of Marketing, the New York World's Fair 1939 Corporation undertook the challenge to make the 1939 fair in New York City a truly “world's” fair. That nonprofit organization recognized, from its inception in October 1934, that only a customer-oriented marketing effort could transform a then ash-dump in Queens into a site where 60 nations and international organizations would ultimately construct memorable exhibits alongside showcases prepared by U.S. firms. While such a degree of foreign participation in a U.S. fair was unprecedented, success came largely because the nonprofit sponsors devised and executed a six-part international marketing strategy. This paper is a case study of how that nonprofit managed objectives, strategies, and tactics within an international marketing concept, with lessons still applicable for those managing such events in the 1990s.     

Marketing strategies of ethnic minority businesses in the UK

This paper seeks to evaluate the influence of the entrepreneurs' educational backgrounds, the firm's target market, and the sector of operations on the marketing practices of Turkish ethnic minority businesses. The paper reports and analyses the findings of 227 face-to-face structured interviews with Turkish small business owners. The findings of the study indicate that Turkish ethnic minority businesses operating in different sectors use both transactional and relational approaches to marketing. Their choices of pursuing different marketing strategies are influenced by the entrepreneurs' educational backgrounds, the firm's target market, and the sector of operations.     

Retail-consumer commitment and market segmentation

Customer's commitment has become a main mediating goal for many companies. It appears to be a promising market segmentation criterion. In this sense, the present work focuses on commitment as a possible criterion to segment the consumers' market. It starts by analysing the importance of consumer commitment for companies. After the review of the literature of commitment at different relationship levels, a definition and a multidimensional structure is proposed for this construct. The study performs a segmentation analysis of bank customers. Three clusters of clients are identified according to their level of commitment. Main conclusions and its implications for marketing management are pointed out.     

The influence of entrepreneurial marketing processes and entrepreneurial self-efficacy on community vulnerability,risk, and resilience

This paper uses the 2010/2011 Christchurch earthquake and re-development efforts as an exemplar to explore how entrepreneurial marketing processes combined with entrepreneurial self-efficacy can be leveraged to help a community reduce its vulnerability to natural disasters and enhance its resilience. Manyena's (Manyena, S. B. (2006). The concept of resilience revisited. Disasters, 30, 433–450; Manyena, S. B. (2012). Disaster and development paradigms: Too close for comfort? Development Policy Review, 30, 327–345) vulnerability–resilience theory is used as the conceptual framework to delineate the prophylactic benefits of building a community's entrepreneurial marketing process capabilities and the notion of entrepreneurial self-efficacy as defensive mechanisms to mitigate the effect of disasters. This work has resulted in an augmented disaster risk equation that considers: (1) the risk that a natural disaster poses on a community (as a function of the vulnerability of the community's tangible assets); (2) the hazard potential of the disaster; and (3) the resilience of its social and economic systems. This paper develops a measure of the symbiotic interrelationship of a community's entrepreneurial marketing process capabilities and community-level entrepreneurial self-efficacy to illustrate how leveraging the entrepreneurial, marketing, social, and engineering educational resources of a community can create a less vulnerable and more resilient community. In doing so, the paper develops a set of research propositions to guide future research and policy.     

Romancing the Market Sex,Shopping and Subjective Personal Introspection

'You can't have too much romance', according to the advertising by-line of Mills and Boon. This paper flirts with the carnality of consumption, casts a sidelong glance at the erotics of exchange and draws a discreet veil over the dirty mackintosh wearers of marketing. Campbell's much-vaunted 'romantic ethic' of consumer society is also dallied with and salacious rumours about the relationship between marketing and romanticism are egregiously spread. Don't tell anyone. Promise?     

Operationalizing the Marketing Concept in the Nonprofit Sector

ABSTRACT

This paper questions the validity of applying the market orientation construct, which was developed ostensibly for and in large multinational organizations, to a sector whose characteristics differ greatly. Instead, this paper argues for a new approach to the operationalization of the marketing concept in the nonprofit sector. The components of this 'societal orientation' are delineated, as are the organizational imperatives, antecedents and the potential consequences and benefits associated therewith.     

(Mis)trust in marketing: a reflection on consumers' attitudes and perceptions

Consumers are at the focal point of marketers' attention. However, while extensive research is devoted to understanding consumers' motivations, attitudes and behaviour, surprisingly little attention is given to the consumers' views of marketing itself. This paper explores consumers' attitudes towards marketing and their perceptions of it, reflecting critically upon their views. Since much criticism of marketing focuses on its role in promoting consumption, we also consider perceptions of current levels of consumption and the extent to which marketing is held responsible for them. Based on 29 in-depth interviews we find evidence suggesting the prevalence of negative attitudes towards marketing, especially associated with deceptive or dishonest campaigns, although marketing's informative role is acknowledged. Importantly, findings reveal a limited understanding of the discipline, suggesting a gap between the concept of marketing and consumers' perceptions of it. This paper sends marketers important messages from consumers and offers grounds for further debate.     

A Study of Marketing Standardization and Performance of Australian,Japanese, and U.S. Firms

Given the continued importance of the globalization era, there is an ever-increasing interest in the correlation between marketing mix standardization and the firm's market performance. This issue focuses on the firm's pursuit of global markets in an environment conditional to internal and external market factors. The research examines factors on multinational firm's marketing mix (program and process marketing) from Australia, Japan, and the United States and the impact on market performance. The results are mixed providing some support for marketing standardization and profit performance.     

Validating new product creativity in the eastern context of Malaysia

This paper examines the etic vs. emic nature of the new product creativity (NPC) construct often used in the strategic marketing and management literatures. The current study compares the NPC measure developed by Im and Workman (2004) in the West in an Eastern context by utilizing data from 172 Malaysian companies. The results show that NPC, which is the combination of new product (NP) novelty and NP meaningfulness, has a different connotation in Malaysia. The findings demonstrate that from the novelty perspective NPC is an emic phenomenon. After the construct validation process, the Western claim that NPC is a seed of firm performance is tested. The results verify NPC's relationship with NP performance as a source of competitive advantage for Malaysian firms and thus suggest that this relationship is etic in nature. These findings have significant implications for firms' global innovation strategies.     

Role Uncertainty Among Canadian Sales Marketing Executives:

Role uncertaintly has particular relevance to the performance of the sales marketing executive. This study examines the role uncertainty construct utilizing Singh and Rhoads' molecular measures. The findings in this study demonstrate the applicability of Singh and Rhoads' measures for role uncertainty for cross-cultural use. The paper concludes with some research and managerial implications of the findings in this study.     

Effective influencer marketing: A social identity perspective

Social networking in the form of online communities and social groups is a characteristic of social media communication that has profound implications on the identity dynamics and behavior of social media users. Drawing from social identity theory, this research brings the social identity construct (i.e., followers' perception of the self in relation to the influencer community) to the literature on influencer marketing and examines the effect of followers' social identity, along with their interest fit and the influencer's opinion leadership, on their purchase intention. This research also examines the moderating role of storytelling, a pervasive approach of social media influencers, in enhancing the social identity–purchase intention link. Empirical results from 467 Instagram users show that all three factors positively impact followers' intention, but social identity has a more salient effect than the others. Storytelling posts can enhance these effects. Studying influencer marketing through the social identity angle contributes to better understanding of influencer marketing effectiveness.     

The Past,Present and Future of Relationship Marketing

In the light of the redefinition of 'marketing' by the AMA in service/relational terms, and a recent review of the current vector of research in marketing (Littler and Tynan 2005), it seems an appropriate time to provide a substantial review of the past, present and likely future of what has become known as Relationship Marketing, together with an extensive list of key RM literature. This paper will take a reader through the origin, development and current state of RM research, with notes on the future of the research and practice of RM. The paper concludes that RM is here to stay, whether or not it is recognised as the dominant logic/paradigm of marketing.     

The role of taxonomic and goal‐derived product categorization in,within, and across category judgments

Consumers can face two types of judgment and choice situations: They may be considering products that are classified in a single product category, or products that may belong to several different product categories. This article compares these within‐ and across‐category judgments on the basis of the distinction between taxonomic and goal‐derived categorization. The first study examines how products that belong to taxonomic and goal‐derived categories are represented in memory. The findings support the view that taxonomic categories differ from goal‐derived categories in terms of the ease with which the features shared between members of the category are accessible and the type of features that are used to represent the members. In turn, these differences influence consumer beliefs, judgments, and choice sets when consumers make within‐ and across‐category product comparisons. A second study examines how consumers' familiarity with consumption situations influences the construction of choice sets. Results indicate that as familiarity with consumption situations increases, consumers construct more narrowly defined, within‐category choice sets, whereas in less‐familiar situations consumers construct broader, across‐category choice sets. The implication of these findings on marketing action is discussed. © 2001 John Wiley & Sons, Inc.