Causal attributions of product failure: An exploratory investigation

The primary purpose of this exploratory study was to investigate whether consumers make different product failure attributions for different products. The study was conducted within the general framework of of attribution theory. Using four common household products, three classes of potential causes of product failure were examined for a sample of 211 adult consumers within the context of a mail survey.     

Identifying peer mentors in the sales force: An exploratory investigation of willingness and ability

There has been a high level of interest in the sales management practitioner literature in mentoring, but very little is known about peer mentoring relationships between more experienced and less experienced salespeople. Sales organizations that wish to initiate or encourage peer mentoring relationships must identify those salespeople who are both able and willing to mentor less experienced salespeople. The results of an exploratory study to identify mentors in an industrial sales force are reported. The authors find that job experience, job satisfaction, a measure of interpersonal competence, and role conflict are associated with willingness to mentor; interpersonal competence and role conflict are associated with ability to mentor. Results are discussed and opportunities for future research are offered. She received her M.S. from Ohio State University and her M.B.A. from Wright State University. She has experience in personnel training with an industrial sales organization. Her research interests are in the areas of salesperson communication competence, buyer-seller interactions, and buyer-seller negotiation. Her research has been published in various conference proceedings. She received her Ph.D. from University of Tennessee. She has experience in industrial sales and sales management. Her research interests are in the area of buyer-seller interactions and managing sales relationships. Her research has been published inJournal of Personal Selling and Sales Management, Journal of Consumer Psychology, and various conference proceedings. Wendy L. Warren is in management at Wal-Mart Stores, Inc., and has experience in new product development. She received her M.S. from Ohio State University. Her research has been published inJournal of Consumer Research.     

Organizational capabilities in e-commerce: An empirical investigation of e-brokerage service providers

E-commerce not only has tremendous potential for growth but also poses unique challenges for both incumbents and new entrants. By examining drivers of firm performance in e-commerce from a capabilities perspective, the authors conceptualize three firm capabilities that are critical for superior firm performance in e-commerce: information technology capability, strategic flexibility, and trust-building capability. The extent and nature of market orientation is conceptualized as a platform for leveraging e-commerce capabilities. The authors test the effects of e-commerce capabilities on performance (e.g., relative profits, sales, return on investment) using data from 122 e-brokerage service providers. The results indicate that information technology capability and strategic flexibility affect performance given the right market orientation. Amit Saini (asaini2@unl.edu) is an assistant professor of marketing at University of Nebraska-Lincoln. He conducts research in the area of marketing strategy, technology-marketing interface, e-commerce strategy, and customer relationship management. He has presented papers at major conferences, and his research appears in theJournal of the Academy of Marketing Science and American Marketing Association—Marketing Educator’s Conference Proceedings. His industry experience includes sales management and quantitative market research. Jean L. Johnson (Johnsonjl@wsu.edu) is a professor of marketing at Washington State University. Her research includes partnering capabilities development in, and management of, interfirm relationships and management of international strategic alliances. Her research appears in journals such as theJournal of Marketing, the Journal of International Business Studies, theJournal of the Academy of Marketing Science, and theInternational Journal of Research in Marketing. She serves on the editorial boards of theJournal of Marketing, theJournal of the Academy of Marketing Science, the Journal of Retailing, theJournal of Business and Industrial Marketing, and reviews for others. She spent several years in the advertising industry and has lived, taught, and conducted research in France and Japan. She has been selected to cochair the 2006 winter American Marketing Association (AMA) conference.     

An RSM investigation of the profit potential of customer service variables in physical distribution

This paper presents a methodology for examining the profit-generating potential of customer service variables. Through the use of a case study, the proposed methodology is shown to provide a means for estimating the optimum customer service mix and assessing the sensitivity of the profit-customer service relationship. Results of the investigation indicate that service levels can be adjusted so as to enhance the profit performance of the firm.     

新经济时代服务规模与质量的均衡发展

随着经济的发展，文化、娱乐服务业、运输与通讯服务业、保健服务业、维修服务业、公用服务业、商贸服务业、金融保险服务业、科学教育服务业、技术服务业、行政服务业等第三产业在我国的很多地方成了新的经济增长点，带动着城市经济的发展。服务业与消费者日常生活的联系越来越紧密，可以说服务在我们的生活中无处不在。我们在享受服务业给我们提供的便捷的时候，不禁对我国服务业的规模与质量提出了质疑。我国服务业质量整体水平偏低，甚至比发展中国家的平均水平还低，同时服务业总量较少，总体规模较小，随着国际竞争环境的进一步开放，寻求一种服务业规模与质量均衡发展模式，已成了我们亟待思考和解决的问题。     

An exploratory study of exclusive dealing in channel relationships

The channel literature has paid little attention to issues related to exclusive dealing governance arrangements. Consequently, there is only limited knowledge about how exclusive dealing impacts various channel processes and outcomes. This gap is especially regrettable since exclusive dealing, in addition to being one of the most commonplace governance formats within the distribution channels, is also one of the best exemplars of viable unilateral governance formats. In this initial investigation, the authors explore the linkages among the constructs of exclusive dealing, relationalism, communication, and performance. Empirical data for the study were drawn from the photocopier industry. He obtained his M.B.A. and D.B.A. degrees from Boston University. His primary research interest includes channels of distribution, franchisor-franchisee relationships, and consumer purchase behavior in international contexts. He has published articles inJournal of Marketing Channels and the proceedings of several marketing conferences. This article was crafted when Rajiv Dant was at Boston University. He received his M.B.A. from Bombay University and his Ph.D. from Virginia Polytechnic Institute and State University. His research focuses on channels of distribution, with primary emphasis on franchise structure, franchisee-franchisor relationships, and public policy aspects of franchising growth and ownership topics. His research has been published inJournal of Marketing, Journal of Public Policy & Marketing, Research in Marketing, Journal of Retailing, Journal of Business Research, Journal of Business Venturing, Journal of the Operations Research Society, Marketing Letters, Journal of Small Business Management, Journal of Economic Psychology, Southern Business & Economics Journal, Philosophical and Radical Thought in Marketing, Journal of Healthcare Marketing, Journal of Marketing Channels, andInternational Small Business Journal.     

An investigation of team information processing in service teams: Exploring the link between teams and customers

In an effort to satisfy the needs of increasingly knowledgeable and demanding customers, many organizations are implementing teams in customer contact positions. Unfortunately, stifled information flows and poor communication often impede their effectiveness. To help managers build more effective teams, the authors develop and test a model of team information processing that includes both antecedents (information acquisition, team norms, team size, and team longevity) and outcomes (customer satisfaction with service). Data collected from 61 health care teams, as well as from 1,598 patients served by these teams, are used to investigate the hypothesized relationships between variables. Partial support for the model is provided. Based on these findings, implications for researchers and practitioners are offered. Current knowledge is the life blood of knowledge work, and the ability to transfer it is a key differentiating characteristic between effective and ineffective knowledge work teams.-Fisher and Fisher (1998:174) Dawn R. Deeter-Schmelz (deeter-s@ohio.edu) (Ph.D., University of South Florida) is an associate professor of marketing at Ohio University. Her research interests include customer contact teams, business-to-business electronic commerce, sales management, and scale development. She has published in theJournal of Personal Selling & Sales Management, Industrial Marketing Management, theJournal of Marketing Education, theJournal of Marketing Theory and Practice, and theJournal of Business Logistics, among others. Rosemary P. Ramsey (rosemary.ramsey@wright.edu) (Ph.D., University of Cincinnati) is associate dean in the Raj Sain College of Business at Wright State University. Her research interests include relationship management and measurement. Prior to pursuing her doctorate, she held marketing and sales positions for NCR Corporation. She has published in theJournal of the Academy of Marketing Science, theJournal of Retailing, theJournal of Business Research, theJournal of Personal Selling & Sales Management, and theJournal of Marketing Education, among others.     

Creating market anticipation: An exploratory examination of the effect of preannouncement behavior on a new product’s launch

Preannouncements are strategic marketing communications directed at market participants including investors, suppliers, distributors, and buyers. Most empirical literature focuses on antecedents influencing a firm’s preannouncement behavior and on outcomes related to deleterious responses by competitors. This study differs and follows the large body of extant research that examines preannouncing behavior as a deliberate marketing communication process aimed at influencing market participants in the firm’s favor. The authors develop and test a model of preannouncement behavior that affects the success of a new product launch through market anticipation, competitive equity, and new product development resources. The findings indicate that preannouncement behavior engenders new product success through its positive effect on market anticipation—a favorable industry-wide bias in advance of new product introduction—and emphasizes the use of preannouncements as business-to-business marketing communications aimed at influencing current and prospective supply chain partners in the firm’s favor. Kim Schatzel (schatzel@umd.umich.edu) (PhD, Michigan State University) is an assistant professor of marketing at the University of Michigan, Dearborn. Her business experience includes more than 20 years of corporate and new venture work including tenure as the founder and CEO of a multinational $250 million automotive components firm and three start-up technology-based companies. She is interested in the study of new product development, business-to-business marketing communications, and firm reputation issues. She has published articles in theJournal of Marketing, theJournal of Business Research, and theJournal of Product Innovation Management. She is also highly committed to teaching excellence and has won several awards for undergraduate, graduate, and executive teaching. Roger Calantone (rogercal@msu.edu) holds the Eli Broad University Chair in Business at Michigan State University and is also the director of the Broad Information Technology Management Program (ITMP). He is interested in the study of new product innovation and technology decisions in industrial firms. Currently, his research is focused on new product decisions, industrial market segmentation, global logistics, and the use of neural network and autonomous learning models to valuate product components. He is the author of more than 200 refereed academic articles and proceedings and is coauthor of several books. His publications have appeared in journals such as theJournal of Marketing, the Journal of Marketing Research, Marketing Science, Management Science, Decision Sciences, and theStrategic Management Journal.     

西部大开发须不断强化地方政府服务竞争力

地方政府在社会经济发展中应具备准入性服务、体制性服务、基础性服务、规范性服务、引导性服务、公平性服务等公共服务职能，以适应我国加入WTO的新环境要求，重新界定地方政府的十项职能与六大类，这就从理论上提出了强化地方政府服务竞争力的标准，可大大提高西部地方政府服务水平。     

An empirical investigation of bogus recall

A mall-intercept study involving 200 respondents was conducted to examine bogus recall of advertising slogans. The findings suggest that bogus recall is: (1) negatively related to (a) education, (b) age, (c) income, and (d) being told that slogan recall will be verified by being asked to name the product/company associated with the slogan; (2) positively related to (a) the belief that advertising provides useful product information, (b) a “yea-saying” orientation, (c) radio, newspaper, magazine and TV use, and (d) the attitude toward the slogan; and (3) not related to (a) prior notification of the fact that some slogans are bogus, (b) sex, and (c) race.     

Managing innovation through customer coproduced knowledge in electronic services: An exploratory study

Marketing theory and practice both recognize the increasing importance of customer collaboration for service provision and innovation. As part of such customer collaboration, customers of electronic services coproduce knowledge in varying degrees. An evolving phenomenon, knowledge coproduction has yet to receive much research attention; we therefore conduct a qualitative study of the roles customers play in knowledge coproduction and their resultant influence on different innovation tasks from a service provider view. Data from three electronic service interaction channels, involving managers, engineers, and customers; case study findings; and an extensive literature review indicate the importance of knowledge coproduction by customers and its ability to improve different tasks substantially during innovation activities. The results show three different roles of customers in knowledge coproduction and explain comprehensively how each role impacts various innovation tasks.

Generating new product ideas: An initial investigation of the role of market information and organizational characteristics

Although product innovation is widely recognized as crucial to the success of organizations, the literature still contains certain gaps that limit our understanding of successful product innovation. These gaps include a lack of research employing a decompositional approach (i,e., analysis of the drivers at each stage of the process) to studying product innovation and a related lack of research investigating the effect of organizational characteristics on specific stages of the product innovation process. The authors attempt to close these gaps by developing and testing a model examining the moderating effects of organizational characteristics on the relationship between the amount of market information gathered and the number of new product ideas generated by work groups in organizations. The study findings provide insights into the types of organizational structure and climate characteristics that can have an impact on the relationship between amount of market information and new product idea generation. Lisa C. Troy is an assistant professor of marketing at Utah State University. She earned her Ph.D. from Texas A&M University. Her research interests include product innovation management, environmental marketing, and international marketing management. Her work has appeared in theJournal of the Academy of Marketing Science and theJournal of Marketing. David M. Szymanski is the Al and Marion Withers Research Fellow and Director, Center for Retailing Studies in the Lowry Mays College and Graduate School of Business at Texas A&M University. His research interests are in the areas of applied meta-analysis, marketing strategy, personal selling and sales management, product innovation, and retail strategy. Representative research has appeared in theJournal of the Academy of Marketing Science, theJournal of Marketing, theJournal of Marketing Research, theJournal of Personal Selling and Sales Management, and theJournal of Retailing. P. Rajan Varadarajan is a professor of marketing and the Jenna and Calvin R. Guest professor of business administration at Texas A&M University. His research interests are in the areas of corporate, business, and marketing strategy. His research has been published in theJournal of Marketing, theJournal of the Academy of Marketing Science, theAcademy of Management Journal, theStrategic Management Journal, Sloan Management Review, California Management Review, Business Horizons, and other journals.     

承接国际服务外包是加快我国现代服务业发展的重要途径

现代服务业是依托电子信息等高技术或现代经营方式和组织形式而发展起来的服务部门。加快发展现代服务业,是我国新时期的重要战略选择。它的发展在我国当前正面临着前所未有的机遇和挑战。国际服务外包是一种新兴的加工贸易。承接国际服务外包是加快我国现代服务业发展,促进我国产业结构和经济结构升级的重要途径。     

Relationships between family communication and consumer activities of adolescents: An exploratory study

This study uses a multitrait, multi-informant approach to examine the relationships between family communication and adolescent involvement in consumer activity using two measures of family communication, one that measures the general quality of communication between parents and adolescents, and another that measures the frequency of consumption-specific communication between parents and adolescents. In addition, the perceptions of mothers, fathers, and adolescents are used in the analysis. Findings show that the two communication constructs are conceptually distinct. Positive relationships between the communication constructs and adolescents’ consumer activities are found; however, the presence of significant relationships depends on which individual family members’ or family member dyads’ perceptions are used in the analysis. On the basis of the findings, several suggestions for future research are discussed. Kay M. Palan is an assistant professor of marketing at the College of Business at Iowa State University. The received her Ph.D. from Texas Tech University. Her research interests include consumer decision-making, adolescent influence in family decision-making, gender effects on consumption and advertising, and philosophy-of-science issues. Her work has appeared in theJournal of Marketing, theJournal of Consumer Research, andPsychology & Marketing.     

绥德县非公有制经济发展的调查与思考

绥德县非公有制经济发展在数量、质量上与省内发达地区相比,有很大距离;主要问题是认识差距,政策欠落实,服务不到位,发展环境差等;解决的办法是解放思想,统一认识,形成县域经济要以非公有制经济为主体的共识;优化环境、强化服务,开创放手发展非公有制经济的良好局面;从实际出发,创新求交,确保非公有制经济不断发展壮大.     

新中国会计理论发展要略

建国以来我国会计基本理论的研究先后经历了关于会计属性的讨论、以会计对象为核心的会计理论体系的形成、关于会计本质的论争和会计准则的制定等过程。整个过程体现了创新和改革的特点。     

新时期税务代理发展问题研究

WTO的加入、知识经济的出现、税收征管制度缺位的弥补、税务代理权的确认、依法治税力度的加大,使我国税务代理的发展在新时期具有客观必要性,但依法治税和税务代理存在的问题又严重制约着税务代理的发展。因此,只有从完善税收征管模式、严格依法治税、加快税务代理立法步伐、确立税务代理机构企业性质等方面出发,才能使我国的税务代理得以发展壮大。     

A voice from the silent masses: An exploratory and comparative analysis of noncomplainers

This study used a critical incident survey with both qualitative and quantitative sections to investigate noncomplainers. Noncomplainers are customers who experience service failures but do not voice complaints. The qualitative study (n=149) explored reasons why customers do not complain after experiencing service failures. In the quantitative study (n=530), two kinds of noncomplainers who either (a) received organization-initiated recoveries or(b) exited the encounters without recoveries were compared with three kinds of complaining customers who received (a) satisfactory recoveries, (b) dissatisfactory recoveries, or (c) no recoveries. The five customer groups were compared across repurchase intentions, negative affect, perceived regret, and intentions to engage in negative word of mouth. The results of the comparative analyses challenge existing views of noncomplainers’ repurchase intentions and negative outcome levels. Clay M. Voorhees (voorhees@bus.msu.edu) is an assistant professor of marketing at Michigan State University. His research interests are in the areas of service decision making, consumer complaining behavior, customer equity, and the development and application of innovative research methods to service decision making models. Clay’s research has been published inJournal of the Academy of Marketing Science, Journal of Service Research, andJournal of Services Marketing. Michael (“Mike”) K. Brady (mbrady@cob.fsu.edu) is an associate professor of marketing and director of the doctoral program at Florida State University. His research interests are in the areas of managing the service decision-making process, managing service failure, and the strategic ramifications of branding for service firms. Mike’s research has been published in theJournal of Marketing, Journal of Service Research, Journal of Retailing, Psychology & Marketing, Journal of Business Research, Journal of Services Marketing, International Journal of Service Industry Management, and other outlets. Mike has won both the M. Wayne Delozier Award for Best Conference Paper at the Academy of Marketing Science Conference and the Steven J. Shaw Award for Best Conference Paper at the Society for Marketing Advances Conference. Mike serves on the editorial review boards of theJournal of the Academy of Marketing Science, Journal of Service Research, andJournal of Retailing and was named an Outstanding Reviewer by theJournal of Retailing in 2004. David M. Horowitz (dmh03@fsu.edu) is a marketing doctoral candidate at Florida State University whose interests include services marketing, cognitive anthropology research methods, and marketing and public policy issues. He completed his MBA at San Diego State University and holds a BS in industrial engineering from Stanford University. David’s research has been published in theJournal of the Academy of Marketing Science and the proceedings of national and regional conferences.     

比较优势分析：大连旅游业发展的新思路

当前城市旅游市场间的竞争日趋激烈,面对旅游市场出现的新变化,大连市的旅游业发展需要转变旧思路。利用比较优势理论分析,大连市要立足自身特色旅游资源,并参照国内潜在竞争城市进行比较分析,力争形成具有差异化的市场竞争态势。在充分利用已有的完备的城市旅游基础设施的基础上,大连市要加大对独特地海洋旅游资源优势的利用,开发具有特色的海洋旅游产品,塑造大连本土的浪漫的海洋旅游文化。     

SERVCON: development and validation of a multidimensional service convenience scale

As customers have demanded greater convenience in service exchanges, researchers have responded by incorporating the convenience construct into their conceptual models and empirical studies, but a comprehensive, formally validated measure of convenience remains lacking. This study conceptualizes service convenience as a second-order, five-dimensional construct that reflects consumers’ perceived time and effort in purchasing or using a service. Service convenience dimensions are salient at different stages of the purchase decision process. Given this conceptualization, the study presents the development and validation of the SERVCON scale, a comprehensive instrument for measuring service convenience. The five dimensions are independent within a nomological network that illustrates distinct antecedent and consequent effects, and the results reinforce the multidimensional representation, offering insight into the distinctive relationships between each service convenience dimension and its antecedents, such as competitive intensity, and consequences, such as repurchase behavior. The findings help researchers and managers understand a fully conceptualized convenience construct and facilitate the measurement of convenience in future empirical studies.