当观众成为“第三者”

湖南卫视与宁波有线网之间的利益博弈,除了长期处于"雷声大、雨点小"的有线电视网整合难题外,显然还有更深层次的背景和原因,这就是城市台的未来定位和生存困境     

International trade in financial services

International trade in financial services is a topic of some importance both to the financial services sector itself and in international trade negotiations. Unfortunately, intrinsic problems in defining and measuring trade in services, combined with a lack of data in many countries, have made empirical analysis of trade in financial services difficult. Recent improvements in data, although still providing only a limited coverage, do now provide a basis for analysis. In this paper, we use data from the OECD International Trade in Services Statistics 2001 database to conduct an analysis of trade in financial services based on standard theories and empirical techniques for international trade. Our results suggest that the key concepts of international trade are of use in understanding international trade flows in financial services. In particular, we find evidence of significant volumes of intra-industry trade in financial services, as well as significant volumes of inter-industry trade for some countries, including the UK. Using Balassa's ‘revealed comparative advantage’ index, the most highly ranked countries are Belgium-Luxembourg, Italy, Switzerland, the UK, the USA and Greece. Using the ‘net export ratio’, the countries that are ranked highest include Germany, Switzerland, the UK, the USA and Belgium-Luxembourg.     

Total quality management,institutional isomorphism and performance: the case of financial services

This article concentrates on the relationship between the number of years that the firms have been implementing total quality management and the impact its practice can have on performance. The literature provides studies revealing that the last firms to introduce total quality management fail partly due to the fact that they imitate the implementation strategy used. Based on a sample of 77 Spanish financial companies, this paper provides evidence of the concept of institutionalisation as a process by which different management practices are generalised. The conclusion reached is that the process differs depending on the moment in which the total quality management system is introduced.     

How managers in the financial services industry ensure financial performance

With the wide prevalence of the balanced scorecard, this study develops and empirically tests a model examining the relations between the customer perspective (relationship bonding tactics, perceived relationship investment, customer satisfaction, trust, commitment and customer behavioural loyalty) and the financial perspective (financial performance). A cross-departmental study in the financial services industry was conducted based on three consumer samples (department of Loans, Deposits, and Credit Cards) drawn from XYZ bank, one of the most famous banks providing merchant banking services in Taiwan. The results show that the customer perspective does have positively significant effects on financial performance, as proposed by the BSC (Balanced Scorecard) and SPC (Service Profit Chain). In addition, the findings suggest that customers purchase financial services according to their perceived relationship to investment retailers, with corresponding bonding tactics, which results in different levels of customer satisfaction and behavioural sequences, and is important in reinforcing customers' trust, commitment, repurchase intentions and corporate financial performance.     

When Fiction becomes Fact: Effect of Reverse Product Placement on Consumer Attitudes

ABSTRACT

This exploratory study investigates the persuasive effects of reverse product placement (RPP)—subsequent commercialization of fictional brands from entertainment media into real world products—comparing it with product placement (PP). Persuasion Knowledge Model and Attribution theory were applied to frame hypotheses of effects on brand attitudes along with the constraining effect of skepticism. A mixed test design revealed presence of persuasion knowledge, recognition of persuasive intent, and negative effect of skepticism for PP, but not for RPP. RPP also had a stronger, positive effect on consumer attitudes. Potential application of RPP in new product development and adoption is discussed.     

In the company of spies: When competitive intelligence gathering becomes industrial espionage

At what point does legitimate competitive intelligence gathering cross the line into industrial espionage, and what is it about certain intelligence gathering practices that makes them open to criticism? In order to shed light on current developments in the competitive intelligence gathering ‘industry’ and the ethical issues that are typically raised, this paper looks at three recent cases of industrial espionage, involving major multinationals, such as Procter & Gamble, Unilever, Canal Plus, and Ericsson. The argument is made that, from an ethical point of view, industrial espionage can be assessed according to three main considerations: the tactics used in the acquisition of information, the privacy of the information concerned, and the consequences for the public interest as a result of the deployment of the information by the intelligence gatherer.     

Islamic financial services industry: Aspirations and achievements

Islamic Financial Services Industry (IFSI) crosses the age of 40 years, and sufficient empirical evidence exists to evaluate in light of the distinctive aspirations. This study fills the gap in the literature by evaluating the performance of IFSI in light of Islamic finance objectives—financial stability, equitable distribution of wealth and social responsibility; Shari’ah principles, and professional practices. Our investigation documents the achievements based on real accounting data from 23 countries, and the suitability of tools in practice to achieve the stated objectives by promotors of IFSI. Findings suggest that the objectives of IFSI have been achieved to an extent. However, visible contribution to the achievement of socio-economic justice is yet to emerge. Practical application of tools shows divergence (in spirit) from the original design, primarily to achieve integration and coherence with the prevailing conventional financial system. IFSI needs collaborative efforts to overcome the challenges at hand.     

When common sense becomes uncommon: participation and empowerment in Russian companies with Western participation

This article starts by mapping the growing (Western based) literature that deals with participation and empowerment by outlining two clusters of writings—those that glorify these phenomena and those that problematize them. The article then examines why participation and empowerment, as introduced in the Western literature, do not work in Russian organizations. Explanations are found in one-man authority, anti-individualism and dependence, tightly coupled hierarchies, lack of knowledge sharing, and double-bind situations. The arguments are illustrated by examples from two case studies of Russian companies with Western participation.     

Retaining customers in UK financial services: The retailers' tale

Retaining customers offers major benefits to retailers of financial services, such as improved customer profitability and lowered acquisition costs. In spite of the importance to the sector in minimising customer ‘churn’, there has been limited investigation into the practices of customer retention. This paper reports empirical research into the retention of customers in traditional retailers of financial services in the UK to study the practices involved in retention. Following a pluralistic research design, data were generated by means of interviews with senior bank staff and by surveying staff involved either directly or indirectly with retaining customers. The study discovers key elements in the practice of retaining customers and also points to a number of potential difficulties as these organisations balance the activities of customer acquisition and retention.     

Co-production and customer loyalty in financial services

Recent developments in marketing thought and practice highlight the opportunities that co-production of services provide for creating customer value. The authors propose a model of co-production with which they investigate the links between co-production and customer loyalty and the factors likely to increase the level of co-production in a financial services context, with support from an investigation in the medical services context. Further, the authors consider the relationships of customer expertise, customer–advisor communication, customer affective commitment, and interactional justice with the level of co-production. On the basis of testing with a sample of 1,197 customers of a large multinational financial services organization and 100 patients of medical services, the model is partially supported. Therefore, the authors suggest that co-production may have an important role as a basis for competition in the financial services industry.     

Direct marketing in the financial services industry

This article presents empirical research findings on the use of direct marketing by a representative sample of UK financial services institutions. A number of similarities and differences between banks, building societies and insurance companies are identified in relation to direct marketing programmes and the use of particular direct marketing techniques. While acknowledging some exceptions the research concludes that there is scope for a greater appreciation of the strategic value and workings of direct marketing. Institutions could usefully focus attention on achieving fuller integration of direct marketing with other marketing and communication activities and securing improvements in testing, database quality and timing.     

Determinants of ex-customer winback in financial services

Financial services play important roles in consumers' lives, and switching providers is a relatively onerous task, but customers often terminate their relationships with a provider. How can a provider best regain lost customers, and what are the determinants of ex-customer winback? Using data from a financial services provider, this research examines 11 factors occurring before, during and after a termination, to study their influence on consumers' propensity to revive a relationship with a previously abandoned service provider. The results indicate that income and variety-seeking preferences are negatively correlated with a customer's likelihood of considering the former brand in the future. Positive associations and evaluations of the former brand are positively correlated with the winback potential. The results can guide managers of financial service providers as to the most significant factors to be analysed in estimating the chances of winning back a lost customer.     

Internationalization of financial services in turbulent markets

Two significant features during the post-war period have been an increasing internationalization of economic activities and a growing role for financial services in the world economy. Considerable attention has been devoted to both these features separately, while attention to the internationalization of financial service firms has been more limited. Even more limited have been the efforts to combine this work with studies of the influence of market turbulence on financial service firms. The present special issue is an attempt to provide a remedy to this state of affairs. In this introduction we first provide a background to the topic. We then give a brief summary of the characteristics of financial services as well as a short review of extant literature, before presenting the six papers that make up the issue and providing some conclusions.     

Banking,financial services and consumer protection: Introduction

In December 1996, the Canadian Government set up a Task Force on the Future of the Canadian Financial Services Sector. One of the terms of reference of the Task Force was to make recommendations to enhance the contribution that financial services could make ‘...to the best interests of Canadian consumers’. To inform its approach to this aspect of its work, the Task Force commissioned research papers on consumers in the financial services sector, drawing not only on Canadian experience, but also on past and present developments in other parts of the world, including Australia, the United States and the European Union. The results of the international research were initially published by the Canadian Government Department of Finance in September 1998 as an appendix to Change, Challenge and Opportunity, the Report of the Task Force (Crown Copyright in this material is noted).¹ It was felt that the papers on the situation in the European Union and some of its member states were of interest to a much wider audience, and the Department of Finance gave permission for publication as this special issue of the Journal of Consumer Studies and Home Economics, which invited me to be Guest Editor. I am especially grateful to the authors of three of the national country studies – Joop Koopman (The Netherlands), Rainer Metz (Germany) and Susanne Storm (Denmark and Sweden) – as well as to John Chant and Robert R. Kerton in Canada, whose imaginative approach to the work of the Task Force led to this study being carried out.     

Retaining customers in traditional retail financial services: interviewing 'les responsables'

This paper explores organizational concerns with retaining customers in traditional retailing of financial services. Managers, charged with retaining customers ('les responsables') in banks and building societies, are interviewed seeking their views on how their organizations retain customers. The study finds that there are a number of shared themes in the sample of informants, which are evolution/flux, customer information systems, a product/sales orientation, delivering financial services, staff and relationships with customers. Underlying these themes, however, appears some equivocation as these organizations try to retain customers when customer acquisition seems to be the thrust of their marketing.     

When the burger becomes halal: a critical discourse analysis of privilege and marketplace inclusion

Although a rich body of research provides insights to understanding stigma within the marketplace, much less is known regarding its direct corollary, privilege. We posit that this void is problematic as it may inadvertently support and legitimate existing socio-political arrangements which inhibit consumer wellbeing and marketplace equality. The present study addresses this gap by offering a theoretical understanding of privilege within the marketplace. Using a Foucauldian approach to privilege and power, we draw on the discursive perspective on legitimation to critically investigate the contentious debate over the inclusion of halal meat at a popular burger chain in France. In light of French political secularism (laïcité), we demonstrate how power discursively operates through narratives on rights and moral responsibility to constitute, defend and challenge a certain state of privilege within the marketplace. Our resulting theoretical discussion extends existing studies on marketplace equality and the growing body of literature related to the “marketization of religion”.     

Perceived value and customer loyalty in financial services

Taking into account how expensive it is to maintain customer loyalty programmes, it is necessary to know which aspects of the firm’s service are the ones that really deliver value to the customer. The aim of this paper is to study the relationships between perceived value, satisfaction and consumer loyalty in the financial services market, in order to know which factors are the most important for gaining the customers’ loyalty. A personal survey was made of 200 customers of financial entities, and structural equations models were used to test the relationships posited.     

The business-to-business relationship dimensions in financial services markets

This paper discusses the nature of financial business relationships by drawing on the IMP Group’s theory of industrial relationships. It discusses, among other aspects, the interaction process between banks and their corporate clients, the longevity of relationships, the interdependence between both sides, and the atmosphere of financial services relationships. The conclusions are thought to be interesting and useful for the managers of firms and financial services when setting relationship marketing policies and for academic research on business-to-business services relationships. The field research was done in Portugal and the case method was used.

财务分析在财务管理中的作用

作为预测的前提,财务分析同样也是过去经营活动的总结.把财务分析作为财务管理的重要手段,用其能了解企业的财务状况及经营成果,可为领导提供决策依据.对企业财务分析的研究有着重要的现实意义,拟就目前我国企业财务分析中存在问题进行探讨,并提出相应对策.