可操作的关系营销与相关的道德问题

关系营销是营销理论界的一个热门话题。然而,历经近20年的发展,它的操作性问题却没有解决好。关系营销的可操作性涉及三个问题:关系市场、关系营销组合和关系营销的道德问题。关系营销是一种道德问题颇大的营销方式或营销思想。要解决关系营销的道德问题,需要对关系营销的范围加以限制,需要降低对于关系营销的道德要求,或者需要为关系营销建立一套新的道德标准。     

论营销理念在我国会计师事务所中的运用

随着我国市场经济的发展 ,市场营销日益受到广泛关注。作为会计服务市场主体的会计师事务所 ,也开始意识到营销的重要性。现阶段我国会计师事务所运用营销思想尚有不足之处 ,分析会计服务市场营销理念的特定内涵 ,即会计师事务所营销的实质就是关系营销 ,通过协调、优化与内外各关系主体的关系 ,调动各种积极力量 ,以确立竞争优势 ,赢得市场先机。     

中国电信集团公司市场营销策划模式探讨

随着电信领域长期垄断经营的局面被打破 ,中国电信业已由垄断逐步走向开放的新时代 ,面临着国内外竞争的巨大压力。“西部大开发”和加入WTO使中国电信业面临着新的机遇与挑战。应运用市场营销学、管理学等理论知识及方法 ,探讨新的营销战略及策略 ,以期对处于激烈的市场竞争中的电信企业带来新的生机与活力 ,赢得更大的市场空间     

International Market Entry Strategies of Emerging Market MNEs: A Case Study of Qatar Telecom

ABSTRACT

Drawing on existing theoretical perspectives and previous research, this study essentially investigated the strategic motives, location choice, and international entry mode strategies of emerging market multinational enterprises based on a case study of a telecom company, Qatar Telecom (Qtel) from the Gulf Cooperation Council. Using empirical findings from the semi-structured interviews, this study has clearly indicated that the main strategic motivation behind Qtel's internationalization was essentially opportunity seeking in terms of enabling market development and generating higher return on investment. Although Qtel used different entry strategies depending on the characteristics of host country markets, the company is more in favor of mergers and acquisitions than greenfield investments.     

Methodological Choices in Relationship Quality (RQ) Research 1987 to 2015: A Systematic Literature Review

Different methodological choices (i.e., data collection method, sample size, sample characteristics, and analytical instrument) in 122 relationship quality (RQ) peer-reviewed articles published in accredited academic journals between 1987 and 2015 are reviewed. The results revealed that RQ researchers need to look into other relationship types in which businesses/organizations engage in order to survive, as existing studies have been limited to interpersonal relationships (i.e., relationships between individuals), business to business relationships (B2B), business to customer relationships (B2C), and customer to business relationships (C2B). Also, the results show that too much attention has been given to the quantitative method of data collection, as only a small number of researchers in this field utilize the qualitative method. Furthermore, the sample choice and size identified in existing studies are somewhat constrained to the method of data collection employed. Researchers should be more transparent in providing detailed information on their methodological choices and the rationale for those choices.     

中国电信业政府规制改革研究

本文认为,电信业是具有典型规模经济、范围经济和固定成本较大沉淀性的自然垄断产业,这种固有的自然垄断特征为政府实行严格的价格管制和进入管制提供了理论依据;但是,从世界范围看,电信业发生的技术革命和技术进步改变了电信业的成本结构和需求结构,从而使电信业从强自然垄断向弱自然垄断过渡,并最终出现竞争性的市场结构,自然垄断的边界发生改变,放松政府规制成为必然趋势。文章提出,目前我国经济发展与发达国家相比处于较低水平,电信市场的需求水平也相对较低,政府规制改革不仅要引入竞争政策,放松市场准入,而且要制定科学合理的用户资费政策、公平透明的互联互通政策和合理的普遍服务政策,以形成有效竞争的电信市场,推动电信产业的快速健康发展。     

Substance in Business-to-Business Relationships

ABSTRACT

The research explores the substance of business relationships within a technical consultancy industry–engineering. Relationships in the engineering industry are project based resulting in close and intense relationships during the project life but with low involvement relationships (if at all) between projects. A model of relationship substance was developed using SEM techniques. The results highlight the actor dimension of the relationships as being essential to overall project performance. Resources, such as knowledge, also played an important role in the relationship model.     

市场利基营销战略的研究与思考

市场利基营销战略是充分满足特殊顾客群的完全需求而形成无法替代的市场战略,兼顾了顾客、竞争、企业实力三种导向,是市场补缺者和中小企业的重要战略。面对以消费者个性化需求为特征的消费主权时代和全球范围买方市场的竞争压力,应从多个层面对利基营销战略进行了理性思考。     

Does the length of a customer–provider relationship really matter?

This study examines both a moderator and a mediator of perceived service quality and payment equity as they relate to customer loyalty in the banking industry. Through the moderating factor, the length of the customer–bank relationship, this study builds a conceptual framework for distinguishing between transactional- and relationship-oriented customers and provides an empirical analysis by using structural equation modelling. The empirical findings of this study, the result of the examination of 610 banking customers, showed that different lengths of the customer–bank relationship form loyalty from different variables and from a different path. For transactional-oriented customers, loyalty was built through the achievement of overall customer satisfaction; whereas for relationship-oriented customers, loyalty was built through the establishment of trust. Suggestions and limitations based on the finding are also discussed.     

The alignment of service architecture and organizational structure

How does service modularity contribute to performance of service firms and how does organizational architecture facilitate these effects? We propose a new perspective that service modularity contributes to the service performance by increasing efficiency, broadening the service scope, and increasing the visibility of service to customers. Moreover, we bring forward the ambiguous relationship between organization integration and service modularity by holding that organization integration can influence the service modularization process so as to moderate the relationship between service modularity and performance. Our analysis of classic professional service firms (i.e. accounting firms, architecture firms, and law firms) in China, which is a typical emerging market, supports our theoretical framework.     

Customer Relationship Management in Electronic Markets

Abstract

Customer relationship management, or CRM, has found increased attention in both the academic and managerial worlds of marketing in recent years. While the Internet has greatly enabled the application of CRM in fostering loyal customers, the preliminary results on the effectiveness and efficiency of technology-based CRM has been far from discouraging. The authors identify various contentious issues behind the various key concepts of relationship management and identify several areas that deserve closer academic scrutiny and managerial inspection. The paper also comments on the extent to which Internet technology can bring about closer relationships with a firm's customers.     

Using Information as a Basis for Segmentation and Relationship Marketing: A Longitudinal Case Study of a Leading Financial Services Firm

An important concern for service businesses is how to develop an appropriate segmentation and relationship marketing strategy that is tied to the value contribution of the customer base. This article presents a case study of the relationship marketing strategy for a division of a leading, worldwide financial services provider. The case firm segments customers into three tiers, using a framework similar to the one established by Berry and Parasuraman. Potential revenue from the customer is the primary segmentation variable used to assign customers to one of the three tiers, while the customer service response is tailored for each tier based upon customer information capabilities and needs. Although information is normally thought of as a supplemental service, rather than a core service, this case study shows how information is central to providing effective customer service and is a key to relationship marketing. The study also demonstrates how social and structural bonds can be used to refocus a customer's thinking from a cost perspective to a value perspective.