Retailer credit cards and direct marketing—a question of synergy

In this article the author examines the link between personalised retailer credit cards and the use of direct marketing by retailers to foster the concept of the “privileged customer” with their cardholders, as well as boosting sales. Using the example of Debenhams, the growth of both credit cards and direct marketing is examined and the synergy between the two explored. Detail is given about the credit card data base held by Debenhams and suggestions are made as to how this information could be translated into effective direct marketing communication. The results of Debenhams direct marketing are used to demonstrate the effective use of this particular vehicle and finally consideration is given to the future in the United Kingdom for both retailer credit cards and direct marketing by retailers.     

How marketing strategy,perceived value and brand image influence WOM outcomes—The sharing economy perspective

As concepts and technology evolve, the sharing economy changes not only business management methods but also lifestyle, leisure, tourism and hospitality consumption. This research proposes an integrated empirical model that illuminates the role of shared economy perceptions on transportation tools in explaining consumer behaviour in word-of-mouth (WOM) and usage intention. In Study 1, 368 YouBike users' perspectives were examined, and the results showed that ease of use is key to promoting WOM through perceived value and brand image. Furthermore, based on 338 GoShare users' perspectives in Study 2, brand image and reputation are shown to play the critical mediating roles in linking the relationships between marketing strategy and WOM. Additionally, usage intention has important moderating roles in the WOM development process. Overall, this study helps academics and marketing decision-makers understand which critical attributes influence customers’ behaviours when implementing sharing economic concepts.     

Creativity in marketing management—a unified approach

This paper sets out to identify how marketing management can provide the lead in adopting a more creative approach to innovation at the idea generation stage.

Both the proactive and reactive approaches to innovation strategy are discussed in the context of change factors and the sourcing of new ideas for innovation. Four loci of idea initiation are identified, which appear to vary in importance according to industry sector.

Although evidence is presented to suggest that heuristic techniques are being used increasingly to enhance creativity, their use is limited both by the perception of their function and the strategic mode adopted by the organisation. The concept of the marketing‐centred creative circle is introduced to counter these limiting factors. It is argued that the creative circle offers a bridging function in the generation of new ideas for innovation and in extending the existing stock. As well as performing this function, a more creative and entrepreneurial atmosphere will emerge as lateral relationships develop. With the development of successive marketing‐centred creative circles within the organisation, a unified approach to creative innovation will evolve as the traditional proactive and reactive strategies merge.     

Service-dominant logic — a guiding framework for inbound marketing

With the rise of a network economy, customers are part of an extended enterprise and co-producers of the firm’s marketing. Enterprises need to learn not to fear it but embrace it as a healthy part of a highly networked market economy. Inbound marketing is made more effective, efficient and whole when your customers are viewed as a partner to be “marketing with” or “co-creators of value”, which is the essence of service-dominant logic.     

Internationalization and value orientation of entrepreneurial ventures—a Latin American perspective

Entrepreneurial ventures from Latin American emerging economies are underexplored on the current international entrepreneurship literature. This paper is aimed to contribute empirical evidence on entrepreneurial ventures from Latin American emerging economies and their internationalization and value orientation. Based on the 2009 Global Entrepreneurship Monitor data, we found that institutional voids on Latin American emerging economies were a double-edge sword: on one hand, inefficient and unregulated markets make ventures from Latin American emerging economies encounter the liability of their country of origin; on the other hand, less active governments and absence of influential NGOs alternatively trigger more social entrepreneurial opportunities, with some of them across the national border. Some entrepreneurs from Latin American emerging economies have been active in exploiting those international social opportunities. International social entrepreneurship can be regarded as an alternative solution to social problems which governments, NGOs, or for-profit ventures fail to tackle on Latin American emerging economies.     

Sustainability marketing — An innovative conception of marketing

Conventional marketing thinking is increasingly unable to cope with the ecological, social and commercial realities that confront mankind. This conceptual article presents a vision of an integrated approach to ‘sustainability marketing’ and highlights a number of innovative ways in which this differs from the conventional marketing management mainstream.     

Quo Vadis,marketing? Toward a relationship marketing paradigm

The marketing mix and its 4Ps have remained the marketing paradigm for decades. In the article it is argued that the foundation for this paradigm is weak and that it has had negative effects on marketing research and practice. Contemporary research into services marketing and industrial marketing demonstrates that a new approach to marketing is required. This new approach is based on building and management of relationships. A paradigm shift in marketing is under way. The thoughts and actions of marketing academics and practitioners should not be constrained by a paradigm from the 1950s and 1960s.     

Providing health checks as incentives to retain blood donors — Evidence from two field experiments

The collection of blood given by donors has proven to be a substantial societal and a managerial challenge. Consequently, blood donation services seek for incentive mechanisms to retain donors. However, economic or material rewards might entail negative side effects such as motivational crowding out or even attracting “bad blood”. In an effort to increase the retention of established blood donors, we conducted two randomized field trials (N₁?=?53,257, N₂?=?31,522) in cooperation with the German Red Cross Blood Donation Service and tested the effectiveness of an incentive strategy that is directly related to the blood donation itself: offering a comprehensive blood health check. Contrary to previous related research, we found substantial positive effects of a comprehensive blood health check incentive on donation behavior. In addition, unlike previous studies, we examine effects of repeated exposure to this incentive and do not find any wearout effects. Considering the positive effect of this incentive on donor retention and the relative low cost for providing this service to donors, our findings suggest that offering comprehensive blood health check incentives is a viable and cost-efficient marketing strategy to increase the retention among previous donors even if offered over the longer run.     

Changes in the way marketing is managed — a personal view

The Marketing Department, like others in a manufacturing company, has changed considerably in the last 40 years. Its survival, and even the concept of marketing, have been under threat recently. The reasons for these changes, as the author has seen them, are described. Marketing has tried to be seen as accountable in the same way as other departments but has usually failed. It often now operates as part of a multi‐disciplinary team, which means that more people have to understand the Marketing concept, so this needs restating to a wider audience. After this, there are serious marketing tasks facing most firms today.     

Finance,growth and crisis — A European perspective

The long-held truism that finance is always good for growth has been called into question by the global financial crisis. This article examines new evidence on the finance-growth nexus from a European perspective. More specifically, it compares the approach of many CESEE countries — i.e. financial deepening and integration via foreign banks — with that of the euro area, namely wholesale financial integration but without any instruments for crisis management.     

Towards a paradigm shift in marketing? An examination of current marketing practices

In recent years, the traditional Transaction approach to marketing has been challenged to the point where a number of authors have suggested that a “paradigm shift” is occurring. The “newparadigm” is commonly referred to as Relationship Marketing, and has been used to reflect a number of different types of relational marketing activity, including Database, Interaction and Network marketing. This paper investigates current marketing practice to clarify the relevance of these alternative approaches using four case studies and a survey of 134 firms. The results do not support the notion of a complete “paradigm shift”. Rather, the findings show that for many firms, transactional marketing is relevant and practised concurrently with various types of relational marketing. It is concluded that while relational marketing issues are currently receiving attention from academics and practitioners alike, the role of transactional marketing should not be ignored or underestimated.     

‘The knowledgeable marketing practitioner’: practice and professional knowing in marketing work

ABSTRACT

This paper examines the knowledge constructs that professionals draw upon when engaging in marketing work. Our conceptual approach stems from a critical analysis of marketing work foregrounding the practitioners’ professional knowledge and practice of marketing work. We identify 13 pertinent knowledge constructs–some of which are illustrated by vignettes–showcasing the shared and multifaceted nature of professional knowledge in a small- and medium-sized enterprise. By exploring how practitioners deploy their knowledge of marketing in practice, we conclude what the marketing discipline can learn from professional knowing. We contribute to the marketing work literature by considering the ontological role of professional knowing in dereifying marketing work from textbook knowledge along with its implications for the critical understanding of the perceived gap between marketing theorising and practice.     

Feminism’s fourth wave: a research agenda for marketing and consumer research

Abstract

Three waves of feminism each reveal a very different relationship with marketing. This commentary considers these relationships in the light of what is now frequently being hailed as the fourth wave, a resurgence of feminism that is driven by younger women who harness the power of the Internet and social media to challenge gender inequity. The commentary looks at what distinguishes the fourth wave from its predecessors and highlights key areas in marketing and consumer research where feminist perspectives are sorely required.     

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.     

Market Orientation in Public Service—A Comparison Between Buyers and Providers

Public services have been subjected to processes of deregulation, competition, and privatization in many countries worldwide. One popular reform has involved focusing on competitive procurement. This context, where public and private organizations jointly deliver the service in a dyad, makes the market orientation of public services highly complex. The main elements of market orientation – intelligence generation, intelligence dissemination and responsiveness– have shown themselves to be valid and of significance in both the private and public sectors. Nevertheless, the empirical context of the public sector involves a complexity that has been poorly addressed in market orientation research. In this study, we research the Swedish public transport industry and survey buyer and provider organizations in order to determine how market-orientated activities are approached in public-private service dyads. We present three theoretically-underpinned relationship types - buyer dominated, provider dominated and collaborative - which we suggest as having implications for market-oriented activities. A survey of public transport authorities’ (buyers, n = 48) and operators’ (providers, n = 49) market orientation activities reveals the concurrent prevalence of characteristics from all three relationship types, as both parties try to dominate the relationship while also engaging in collaborative efforts. Drawing on our theoretical framework and our empirical results, we conclude that there are legitimate differences in the perspectives of buyers and providers, and that these differences, if acknowledged and properly managed, can provide valuable resources in the development of a joint market orientation in complex public-private settings.     

Service——7个英文字母的关键

服务，说简单挺简单的，说难也挺难的。这是酒店从业人员常爱说的话，似乎是对服务的“辩证”理解。服务真的很难，特别是要做好的服务，优质的服务，甚至是卓越的服务；但如果我们（包括酒店总经理直到每一个具体岗位的人员）深刻理解了“服务”，抓住了服务关键点，按照关键步骤去做到了，那么服务就会是真的挺简单的。     

Examining Employee—Service Personality Congruence

Abstract

Recent research indicates that service personality, conceptualized as the set of human characteristics associated with the service firm, plays an important role in services marketing. Research further indicates that the congruence between customer personality and service personality influences important outcome variables. Specifically, customer-service personality congruence has been shown to influence service quality perceptions, subjective disconfirmation, and word of mouth intentions. The current study extends this line of research by considering how employee-service personality congruence (ESPC) influences job outcome variables including service delivery, job satisfaction, intentions to leave, and organizational commitment. Empirical data, gathered from a sample of financial services employees, support hypothesized relationships between ESPC and these outcome variables. Furthermore, personality traits from the Five-Factor Model of personality (Costa & McCrae, 1992) are shown to play an important role in ESPC perceptions. Managerial implications and directions for future research are discussed.     

Corporate social responsibility and employee’s desire: a social influence perspective

Corporate social responsibility (CSR) is an increasingly important topic in management, especially in organizational behavior field across the globe; however, this concept is still in its infancy in Pakistan. In this study, we examined the effect of employees’ perceptions about CSR on their Desire to have a Significant Impact through Work (DSIW). We suggested the serial mediation of organizational identification and organizational pride in this relationship. The time-lag data of middle managers were collected from a well-known Pakistani firm that is actively engaged in CSR. The data consist of 187 observations and were analyzed using structural equation modeling in AMOS software. The results show that CSR positively affects employees’ identification that in turn make employees proud of their organizational membership and finally pride leads to employees’ DSIW. The study contributes in CSR and organizational behavior literature and provides managerial implication to enhance the positive psychological state of employees.     

Marketing the Police – from a Force to a Service

The British police service is a highly visible public sector organisation that in recent years has come under mounting pressures from different stakeholders, including successive Conservative and Labour governments and also an increasingly demanding public. In this setting, various business and management models and concepts have been applied to contemporary policing, but only limited research has been undertaken to date on how marketing has been adopted and utilised across the police forces of the British Isles. This paper explores the context of modern policing and suggests why the police are now being compelled to address marketing more seriously than hitherto. It draws on recent empirical work conducted across the police service and situates this within the existing literature on internal marketing. The paper concludes that marketing is underdeveloped across the police service and argues that police forces should develop their internal marketing as a precursor to successful external marketing.