Reducing Disconnects in the Design Agency-Client Relationship

Abstract

Account turnover for smaller agencies, whether an advertising, marketing research or design agency, is a serious financial drain that absorbs disproportionate CRM and managerial energies. Using a web-based survey developed from in-depth interviews, this empirical study investigates the extent to which smaller graphic design agencies follow the classical decision-making “process” when producing a creative product (an advertisement; a new package design, etc.). The global hypothesis is that the greater the degree of adherence to the steps in the management of the ideal relationship management “process” the greater the perceived satisfaction will be with their clients. Results of the analysis partially support the hypothesis and provide valuable directions for future studies.     

Family Communication Patterns and Marketplace Motivations,Attitudes, and Behaviors of Children and Mothers

This study examined the relation between family communication patterns (FCP) and mothers' marketplace motivations, attitudes, and behaviors (MAB). Adolescents' prediction accuracy of mothers' consumption motivations was also investigated. Results indicate mothers' materialistic and shopping tendencies, advertising attitudes, information use, and consumption motivations are linked to FCP. Adolescents' predictions of mothers' consumption motivations coincided with mothers' self-reported motivations. The findings suggest that FCP may play a role in the acquisition of marketplace MAB.     

Coffee as a Medium for Ethical,Social, and Political Messages: Organizational Legitimacy and Communication

This research examines how an organization, Thanksgiving Coffee, establishes and maintains its legitimacy with its constituent publics. In line with Boyd’s (2000, Journal of Public Relations Research 12(4), 341–353.) concept of actional legitimacy, Thanksgiving Coffee demonstrates a legitimation strategy addressing social issues and by responding to ethical and political questions. Applying Fisher’s (1984, Communication Monographs 51, 1–18) concepts of narrative fidelity and probability, Thanksgiving Coffee’s policies and communication activities were found to alleviate the social issues to which they were addressed and therefore reinforce perceptions of legitimacy among publics. Viewing the influence of organizations from a different perspective, this study provides an example of how the policies of an organization can have a positive impact on the broader society in which it operates. Gregory G. De Blasio teaches courses related to business communication, public relations writing, and marketing communication campaigns. His research interests include the study of communication campaigns as they relate to social issues and organizational legitimacy. Dr. De Blasio joined the Communication Department at Northern Kentucky University in 2004. His Ph.D. in communication is from Wayne State University. He received his M.A. from the Pennsylvania State University and his B.A. from William Paterson University. A past International Association of Business Communicators (IABC) board member and chapter president in Detroit, Greg has provided public relations and marketing communication counsel to clients based in Detroit and elsewhere.     

我国人均收入与服务业发展互动研究

本文基于VAR模型,我国使用1978-2011年期间相关数据,对人均收入与服务业发展之间的动态互动关系进行了实证分析。结果显示:我国人均收入与服务业发展存在滞后效应,人均收入在短期内的增长不但没有拉动服务业比重的增加,反而引致服务业比重下降;服务业比重短期的增加没有引起人均收入的立即增长,但二者从长期来看存在正向的互动关系,人均收入与服务业发展的滞后效应是导致我国人均收入与服务业发展之间弱对应关系的重要原因。因此,应突破二者动态互动的瓶颈,消除导致人均收入与服务业发展相互影响滞后的阻碍因素,促使二者良性互动关系健康发展。     

Supplier-Retailer Relationships in Grocery Distribution in Malaysia: Indications of Dominance,Conflict, and Cooperation

ABSTRACT

This exploratory study sets out to assess the presence of dominance, conflict and cooperation in channel relationships between grocery suppliers and retailers in Malaysia. There have been extensive studies on these channel issues in markets of developed countries but very little is known in markets of developing countries such as Malaysia. The initial assessment identifies traces of dominance, conflict and cooperation in the Malaysian channel environment. The findings suggest that the retailers perceive the suppliers as being more in control of the grocery distribution channels as indicated by the extent of influence they exert on channel functioning. The suppliers also acknowledged their roles in channel functioning as they felt that most channel issues are within their control. There also appears to be evidence of relationship characteristics identical to aspects of relationship marketing.     

Significant Choice and Crisis Decision Making: MeritCare’s Public Communication in the Fen–Phen Case

This study examines the communication strategies employed by MeritCare’s public relations staff during the fen–phen case. The ethic of significant choice was the primary lens for the study. The study revealed that MeritCare’s public relations staff members believed they did, in fact, follow the ethic of significant choice. Specifically, they perceived that the biases held by staff helped maintain the public’s safety as the primary issue during the fen–phen events. They also believed that their communication strategies allowed them to avoid ambiguity and emotionalized language. Finally, the staff members felt that teaming with Mayo Clinic in Rochester, Minnesota enabled them to influence the marketplace of ideas by capitalizing on the credible standing of Mayo Clinic.Renae A. Streifel (M.A., North Dakota State University) is a public relations specialist for the MeritCare Hospital group in Fargo, North Dakota. She studied the MeritCare case for her Master’s thesis.Bethany L. Beebe (M.A., Purdue University) studies crisis communication from an organizational perspective. Shari R. Veil (Ph.D., North Dakota State University) is an assistant professor in the Gaylord College of Journalism and Mass Communication at the University of Oklahoma. She studies crisis communication from a public relations perspective.Timothy L. Sellnow (Ph.D., Wayne State University) is professor of communication, North Dakota State University. Along with an extensive publication record, he has worked with several US government grants which provide some of the context for his study of crisis communication from an organizational perspective.     

基于项目关系和项目管理的营销战略研究

基于关系管理和项目管理,结合项目型企业的特征,提出适合项目型企业的营销战略模型,即基于顾客关系组合、网络关系组合、销售和交付项目组合、以及产品开发项目组合的营销战略,并在此基础上分别对四种组合的目标、主要管理活动以及组合的协同效应进行了详细的分析,为项目型企业管理者进行更为有效的战略管理提供参考。     

员工关系管理的发展及其内容探析

首先,分析了员工关系管理的内涵,即从劳资关系到员工关系管理的发展历程以及二者的对比研究。接着,从行为科学和企业文化理论方面探讨了员工关系管理的理论发展。最后,选取了劳动争议治理、沟通管理和离职员工管理三方面分析了员工关系管理的实质内容。     

Crisis in the College/University Relationship with the Community

Abstract

Crises can arise in relationships between colleges and universities and their surrounding communities especially when campuses need to grow. If these institutions have focused strictly on sending their messages out rather than establishing two-way communication with important publics, they may suddenly find themselves embroiled in conflict and confronted with a crisis. Colleges and universities must rethink and restructure their communication and public relations function to include two-way communication and community engagement as a means of avoiding certain crisis situations.     

企业间关系的类型及选择

在定义企业间关系的基础上,指出企业间关系可以进一步分为有清晰界面的市场交易关系和边界关系较模糊的非市场交易关系(又可称为中间组织或准市场关系),重点解析了中间组织的类型,给出了企业关系选择的各种可能.     

The Impacts of Affective and Cognitive Social Conflict in Business-to-Business Buyer-Seller Relationships: A Comparison of New versus Ongoing Buyer-Seller Relationships

ABSTRACT

Purpose. The purpose of this paper is to report empirical research that examined the impact of conflict in two different buyer-seller situations, an ongoing relationship and a choice situation where the buyer had to choose between two or more alternative suppliers. Conflict was defined as social conflict and has two distinct types, affective and cognitive.

Methodology/Approach. The methodology used was two mail surveys to a random sample of purchasing association members who had buying responsibilities in their firms. In one survey respondents were asked to self-select a current buyer-seller relationship they had for a period of at least one year and to indicate the degree of perceived conflict they had with the key supplier representative as well as the amount of relationship loyalty they perceived they had with that supplier. The second survey randomly assigned respondents to evaluate either a supplier whom they gave business to in a choice situation or one they did not, thus establishing as the dependent variable the actual choice of whom they gave business to.

Findings. The findings are clear for affective types of conflict. When affective conflict is perceived as higher the chance of getting an order in a choice situation as well as the magnitude of the relationship loyalty perception is negatively related. Cognitive conflict is not as clear. In choice situations conflict was negatively related to choice, whereas in on going relationships there was no impact. There was no indication of cognitive conflict having a positive relationship.

Originality/Value/Contribution of the paper. This study is the first to examine perceptions of conflict with a significant other in a buyer-seller relationship to try to determine how those perceptions might relate to either buyer choice or loyalty. While the findings support the expected relationship between affective conflict and outcomes, the findings with regards to cognitive conflict suggest that this may be more complex then originally thought and further points out the difficulty in managing conflict across organizational boundaries.     

发展传播学视野中的媒介理论变迁

发展传播理论是20世纪下半叶以来围绕传播与社会发展问题兴起的理论范式。由于全球大众传播领域的迅猛发展以及全球政治经济结构的变化,发展传播理论经历了自身理论范式的转换,并面对全球化的新发展视野。重新审视20世纪50年代以来发展传播学视野中大众媒介的角色与功能,在构建和谐社会、全面建设小康社会的国内环境以及全球化的语境中具有重要意义。     

中国文化背景中的消费者-品牌关系:理论建构与实证研究

借用本土人际关系理论对中国消费者-品牌关系进行了理论建构,认为存在四种基本的品牌关系类型"家人关系"、"好朋友关系"、"合作伙伴关系"和"熟人关系",可以揭示并描述品牌关系的差异。作者通过两个研究验证了理论建构的合理性:研究1初步显示本土人际关系隐喻适用于中国消费者对品牌关系评价的情境;研究2进一步验证了品牌关系类型与品牌关系质量具有良好的同时效度。     

The Role of Relationships in Determining Foreign Entry Modes

A number of theories explain the competitiveness of international firms. However, the role of the relationship between the supplier and potential customers is often neglected. Thus, a framework is developed that combines resource-oriented arguments with recent insights gained from transaction cost theory. The framework does not only serve to further our understanding of international competitiveness but also explains under which circumstances certain modes of foreign market entry promise success.     

CSR Communication of Corporate Enterprises in Hungary

Although in core business practice most leaders are aware of the fact that information needs to be acquired from a wide range of sources, decision makers in corporate enterprises seem to forget this and all they do, in most cases, is ask their consumers and potential customers in the course of planning their CSR (Corporate Social Responsibility) activities. There are only few companies where managers refer to ethical principles as an argument for social contribution and the connection between CSR and sustainability is being rarely explored. This article is based on research (interviews and questionnaires), observations and continuous action research carried out by the Kurt Lewin Foundation. The study focuses on the communication of social responsibility since according to our experience in most cases companies undertake causes in order to improve their own image and for marketing reasons. This article concludes that the reason for difficulties in finding the best CSR solutions for enterprises and creating the commitment of their employees for the undertaken cause is that they do not think of CSR as a consequence of ethical core business process, but rather as a separate task they try to complete aiming at short-term results and maximum benefits. Proof readers: Tamás NYESTE and Márta OROSZ.     

Social Media and Purchasing Behavior: A Study of the Mediating Effect of Customer Relationships

Overwhelmed by the use of social media in augmenting human interactions, researchers have developed special interest in understanding the use of social media in developing strong and customized relationships with customers. In line with this, the current study aims to explore the impact of social media on purchasing behavior with mediating effect of customer relationship. The findings indicate that majority of the respondents use social media for purchasing purpose and there is a positive relation between social media and customer relationship, as well as social media and purchasing behavior, with customer relationships fully mediating and enhancing the relationship between social media and purchasing behavior. It has been also found that the majority of the respondents use social media for purchasing purposes. This study offers new insights into the conceptual development and understanding of social media in enhancing customer relationships and affecting purchasing behavior. The study acts as a strong support and aid towards developing and managing global customer relationships through the use of social media.     

Perceptions of the Ethical Work Climate and Covenantal Relationships

Employees perception of the existence of a covenantal relationship between themselves and their employer indicates that they believe there is a mutual commitment to shared values and the welfare of the other party in the relationship. Research suggests that these types of employment relationships have positive benefits for both employees and employers. There has been little research, however, on the factors that determine whether such relationships will develop and thrive.In this paper, we suggest that the organizations ethical work climate may be an important factor affecting employees perceptions about the nature of the relational contract between themselves and their employer. Specifically, we argue that work climates emphasizing benevolence and principle will be associated with covenantal relationships. Conversely, we believe that work climates emphasizing egoism will make it less likely that covenantal relationships will develop between an employer and employee.In order to test our hypotheses, we collected data from 194 employees of a large retail department store. The employees perceived their work climates in terms of principle (laws and professional codes) and benevolence, but to a lesser extent also believed that egoism (self interest) concerns characterized their climate. After controlling for demographic and job-related variables, we found (as expected) that measures of principled and benevolence climate were positively associated with covenantal relationships and that a measure of egoistic climate was negatively associated with covenantal relationships. In the final section of the paper, we discuss the implications of these findings for research and practice.     

Determining Relationship Quality in the Development of Business-to-Business Financial Services

ABSTRACT

The quality of relationships built with customers during the New Service Development (NSD) process is a current concern of researchers in relationship marketing (and NSD) and is particularly important in a highly competitive environment characterised by rapidly changing customer needs like the one of financial services. The primary relationship analyzed in relationship marketing is the one between seller and buyer, but the focal type of relationship for new product and service development is the one termed “the knowledge relationship” (Gummesson 2002), a relationship used to create knowledge. This paper reports the results of in depth qualitative research on the factors that impact on the quality of such relationships developed between new service developers and their customers during the NSD process of business-to-business financial services. Results show that the most important factors that affect relationship quality are: communication quality of the relationship; the development of strong relationship bonds; the quality of relationship partners; a strong customer orientation in NSD based on a proactive approach of relationship partners during the NSD process, and proficiency in knowledge brokering.     

企业跨国经营与劳动关系管理研究

劳动关系管理已成为我国企业跨国经营过程中面临的重要问题。本文在回顾企业跨国经营理论和劳动关系理论基础上,首先明确了企业跨国经营中劳动关系管理的特征,然后分析了企业跨国经营劳动关系模式发展的新趋势,最后提出了企业在跨国经营中劳动关系管理的策略。     

论滑雪场及周边城镇建设与房地产开发的互动关系

滑雪场建设是滑雪旅游产业发展的基础,它依托房地产开发建设,又拓宽了房地产开发市场;它对雪场周边城镇的经济发展也是有力的促动。为此,雪场及其周边城镇的房地产开发建设要围绕滑雪旅游这个中心,突出冰雪文化特色和生态特色,推动雪场及周边城镇的经济发展。