Developing effective intercultural relationships: The importance of communication strategies

As global competition intensifies, it is becoming necessary for organizations to establish strong intercultural relationships with a culturally diverse set of employees, interorganizational partners as well as customers. In order to manage these relationships effectively, organizations need a means to understand and improve global intercultural communications. The complexity of intercultural communications requires management to understand the nature of domains of global relationships and the level of complexity when attempting to communicate with multiple partners having unique national and organizational cultures. In this article, a decision process for developing effective intercultural communication strategies is developed, illustrating the steps necessary for managing a myriad of intercultural relationships. © 2002 Wiley Periodicals, Inc.     

Consumer social voice in the age of social media: Segmentation profiles and relationship marketing strategies

Service failures, once handled quietly by customer service departments, are now played out on a highly public social media stage. These failures can result in not only the loss of a loyal consumer but also can negatively affect relationships with those watching the dialogue between disgruntled customers and organizations. The phenomenon of seeking resolution to service failures online is distinct from both traditional word-of-mouth and voice behaviors. This article introduces social voice: public complaining behavior that aims to change the behavior of the organization. A qualitative methodology defines eight dimensions of social voice and categorizes them by the strength of the relationship to the organization. Results indicate that appropriate response strategies differ based on social voice segment.     

Exploring interactive communication using social media

Engaging consumers in interactive marketing communication is instrumental in business–customer relationships building and development. Social media enables consumers to initiate marketing messages and gain growing control in the communication process due to its enhanced interactivity features. This study investigates whether communication between businesses and their social media users is interactive and how interactive it is. It also attempts to determine what types of messages are more likely to result in interactive communication. The findings reveal that businesses are attempting functional interactivity while individual users are increasingly securing a control to achieve contingent interactivity. Businesses are adopting a consumer-centric approach in designing and executing marketing communication messages to achieve interactivity though significant variance is established between businesses as measured by Interactivity Performance Matrix. Challenges remain for businesses as to how to engage their customers by utilizing the interactivity features of social media to facilitate relationships formulation and development.     

Industry and agency views of social media: Issues implementing dialogic communication

The technologies and culture of social media present issues for organisations implementing dialogic communication. The ubiquity of social media and the dialogic nature of communications in the digital age are raising awareness of the necessity of a total stakeholder approach to integrated communications. Yet, while the Marketing discipline argues that dialogic communication represent communication par excellence, this research finds that implementing a total stakeholder approach to dialogic communication is proving to be extremely elusive for many organisations exploring social media applications. The empirical findings of this research explore how marketing and communications professionals from a diverse range of industry and agency role contexts view social media, and presents issues that organisations face in implementing dialogic communication. It is suggested that these implementation issues inhibit the ability of organisations to move beyond ‘control’ and implement a total stakeholder approach to social media for dialogic communication that can engage with an organisation's stakeholders to gain their support.     

广告传播模式的变革:从显意识传播到潜意识传播

网络广告的出现使得中国广告传播模式发生了巨大的变革：传统的显意识传播逐渐被潜意识传播所代替。潜意识广告大致有五种类型：快速切换、背景反转、植入／置入、双关、声光学处理。随着认知神经技术在广告中的应用,以FMRI为代表的技术,使得潜意识广告的效果测量成为可能,尽管存在一系列道德上的争议。     

Everyday talk and convincing conversations: Utilizing strategic internal communication

When managing organizational identity, great attention is often paid to external stakeholders while internal stakeholders receive far less consideration. However, organizational identity lives somewhat enigmatically at the intersection of the attitudes of all organizational stakeholders, not just those in the external environment. Moreover, employees are positioned to serve as either ambassadors of the organization or as liabilities depending on the way they speak about the organization to those both within and outside their workplace. Employees regularly discuss their work experiences with those outside the organization and frequently do so using social media, potentially reaching large audiences. This article describes the process through which everyday talk within the organization shapes its identity while wielding powerful effects on external perceptions. We highlight several common errors leaders make that promote negative everyday talk, along with suggestions on how to successfully manage identity through strategic communication and managerial processes. We also discuss the theoretical and pragmatic effects of everyday talk.     

Comparing adolescent-focused obesity prevention and reduction messages

Drug abuse, smoking, and disordered eating literature reveal that some health promoting messages can induce unintended or harmful effects on the target audience. Scholars recommend careful messaging in social marketing campaigns, by shifting the focus away from health outcomes. This study tests the effects of adolescent-targeted obesity prevention messages (body-image, health benefit) with positive experience and unrelated messages on health behavior intentions and unintended effects. A pre-post experiment (N = 95) reveals that body-image public service advertisements (PSAs) may increase anxiety when compared to unrelated PSAs (no main effect, significant planned comparisons are found). Health benefit PSAs are more readable (F = 4.59, p < .05) than all other PSA groups and show higher healthy eating planning (F = 3.19, p < .05) compared to unrelated ones. No significant weight attitudes, self-esteem, and stages of change differences are found by message type. Overall, health benefit messages are not less effective.     

30年广告镜像:社会价值观念的嬗变(1979-2008)

本研究从中观层面入手,把中观层面的广告经营观变革分为五个阶段：产品力阶段（1979-1983）、文化力阶段（1984-1993）、媒介力阶段（1994-1997）、营销力阶段（1998-2003）和品牌力阶段（2004-2008）。在对广告界多位资深人士进行问卷调查和深度访问基础上,从中遴选出最具代表性的15个经典案例或事件。考察各阶段广告传播的微观波动——消费观,并从宏观角度寻找其与中观、微观律动的深层原因——时代观,以此管窥中国社会价值观念的变迁机制。     

Stealing thunder as a crisis communication strategy in the digital age

The proliferation of social media and information communication technologies (ICTs) has transformed the crisis communication landscape. We are increasingly seeing new crisis development patterns and stakeholder communication processes that overwhelm traditional crisis communication protocols. Crisis communication theories and best practices, however, remain largely reactive and may not provide practical implications for effective communication strategies in the digital age. Crisis communication must advance to proactive strategies with stakeholder-focused communication. This article provides research-based evidence with real-world examples to illustrate why stealing thunder must be considered a strategic crisis communication option in the digital age. Managers must understand how social media and ICTs influence the current crisis communication ecosystem and how stealing thunder can help them navigate crises.     

How to achieve true integration: the impact of integrated marketing communication on the client/agency relationship

ABSTRACT

Reports from the advertising industry suggest that the pressure to create effective integrated campaigns across the ever-increasing mix of paid, owned and earned media is putting an enormous strain on client/agency relationships. This research identifies the main challenges that an Integrated Marketing Communication (IMC) approach places on this relationship and thereby advances the IMC literature by examining the practical challenges of implementation. Six key issues, developed from academic and industry sources, are presented to advertising experts, through a Delphi study, to stimulate debate and identify areas of agreement. The findings are brought together in a model which presents three main areas that need to be addressed, along with specific recommendations. These topics include the need for clients to provide stronger leadership in defining agency roles and responsibilities, more transparent remuneration systems to encourage teamwork across agencies as well as individual input and an increased emphasis on the strategic contribution from agencies.     

Cause-related marketing: More buck than bang?

Starbucks, Target, and Nike are just a few of the businesses partnering today with not-for-profit organizations in cause-related marketing campaigns. These campaigns are implemented for a dual purpose: on one hand, to raise awareness, support, and donations for social causes such as global hunger relief, and on the other, to enhance corporate reputations, customer loyalty, and financial gains for companies. An example of cause-related marketing is an effort organized by Macy's, Pfizer, and other businesses on behalf of the American Heart Association. The program has raised over $32 million in donations for the charity, while generating over 1 billion media impressions for corporate sponsors. In this article, we discuss the concept and practice of cause-related marketing, as well as some of its social-ethical complexities. We end with suggestions for increasing the effectiveness of this popular marketing tool and form of corporate philanthropy.     

Using Social Marketing Strategies to Reform Social Policy: A Lesson from British History

ABSTRACT

This article presents a general framework for the social marketing process. An example from British history is used to demonstrate an effective model for gaining public and government support for a social marketing initiative. The historical analysis illustrates a key issue: public interpretation of the importance of the social marketing cause is dependent upon its core values and that its values may differ from the group advocating social action. The advocacy group's effectiveness in obtaining support for its cause will hinge upon its ability to strike a resonant chord with the social values of society and its cause.     

Race and attitude formation in HIV/Aids fear advertising

The study on which this article is based, examined whether fear appeal advertising increases the likelihood of adopting appropriate behavior and whether different racial groups perceive fear appeals pertaining to HIV/Aids communication differently. The extent of fear, attitude towards the advertisements, as well as threat and efficacy were also investigated to ascertain the influence of different levels of fear appeals.Social marketing programs address various pandemics and anti-social behavior, where citizens act in conflict with accepted social conduct. The use of fear as a motivation in advertising places emphasis on the severity of the threat. Marketing practitioners, believing the message is too difficult to implement, have questioned the use of fear appeal advertising messages.The findings of this study indicate differences among racial groups pertaining to levels of fear and attitude towards advertisements, as well as differences in threat and efficacy experienced after exposure to high fear appeals compared to other appeals.     

The effects of the visual presentation of an Influencer's Extroversion on perceived credibility and purchase intentions—moderated by personality matching with the audience

Influencers are ordinary individuals who have amassed large followings by demonstrating expertise in various niches on social media sites. We aim to propose (1) the visual presentation of an Influencer's extroversion as an antecedent to source credibility and purchase intentions and (2) personality matching in terms of extroversion between an Influencer and their audience as a moderator of such relationships. We chose the source credibility model and the similarity-attraction model as our theoretical frameworks. In our controlled online experiment (n = 165), the profile of a brand ambassador of a fashion brand was curated to create two levels of extroversion (i.e. low vs. high extroversion). Participants' self-reported extroversion levels were counterbalanced in these two conditions to create a personality match with the Influencer, entitled “extroversion congruence.” Our results suggest that the visual presentation of an Influencer's extroversion increases the perceived credibility of the Influencer and subsequent purchase intentions. Additionally, our findings show that these relationships were asymmetrically moderated by extroversion congruence: the positive effects of extroversion increase in the case of high extroversion among both the Influencer and their audience but decrease in the case of low extroversion.     

Factors That Distinguish Proactive Versus Reactive Exporters: Decisions by Export Firms in a Developing Country

This study explored factors that distinguish proactive versus reactive export marketing strategies of Zimbabwean export companies. It identified key variables that contributed most to the discrimination between proactive firms with high levels of adaptation of export marketing strategy against reactive exporters with low levels of adaptation of export marketing strategy. Data were collected through a structured multi-item questionnaire involving a randomly selected sample of 105 exporting organizations. The overseas experience of management and strategic orientation of the company, cultural values, and legislation were found as key variables that discriminated between reactive exporting firms using low adaptation of export marketing strategy from those proactive exporters with high adaptations.     

Transport Behavior: A Role for Social Marketing

SUMMARY

This article discusses travel behavior widely acknowledged to be a significant source of pollution: the use of private transport commonly referred to as the automobile. While this behavior can be tackled in a number of ways, this article presents an overview of key issues inhibiting a voluntary change in behavior among automobile users. These topics were identified based upon qualitative research data that was gathered from a number of UK households. The research methodology adopted different social marketing collateral in each of the households during the period of research. While weaknesses are identified in the marketing collateral, the research concludes that social marketing in itself cannot persuade people to make significant changes in their travel behavior. There are deeper issues at work for commuters that need to be more fully understood by the transport research community. The value of social marketing instead may lie as an effective channel of communication that can be utilized by designated authorities in delivering important transport messages to commuters and private transport users at large.     

Face-to-face communication: Is it really necessary in a digitizing world?

Many predictions regarding the extinction of face-to-face communication have themselves begun to disappear. While emerging information technologies are substantially altering the face of business communication, close-quarter discussion and debate remain important, as evidenced in the productivity of the medium and what we have recently learned about social behavior. Still, the possibility of dramatic change cannot be completely discounted. If technology ever manages to deliver what it has promised, there could be a significant shift toward digital communication. Although this will not likely occur over the next decade or two, beyond that, it should not be excluded from the realm of possibility.     

Cooperative communication: Computerware and humanware

This article emphasizes the combined requirements of computer systems and humanistics. In cooperative computing, negotiations can be used as a basic paradigm by which different roles and their requisites can be identified—the facilitator, the mediator, and the negotiator. The negotiation‐cooperation process has a logical sequence of agreements, definition of terms, objectives, mode of operation, common security measures concerning integrity and liability, handling protocols, etc. The cooperation is based on models of the subject and the partners—i.e., a minimum of three models should be matched. The usual methods of human negotiations supported by metacommunication should have a computer‐realizable substitute. All these subjects are outgrowths of recent research in artificial intelligence (knowledge‐based systems) and cognitive psychology; some experiences are reported in the field. However, the main task is human‐oriented—education of people for this new powerful means of coexistence.     

International entrepreneurial marketing strategies of MNCs: Bricolage as practiced by marketing managers

The extant research lacks information on entrepreneurial marketing in large international firms. This study explores the international entrepreneurial marketing strategies of multinational corporations (MNCs), and its results reveal that MNC marketing managers use bricolage to develop international entrepreneurial marketing. A novel finding of the study is that the international entrepreneurial marketing strategies of MNCs include co-innovation, accelerating customer value, and international expansion based on regional market leadership. Marketing managers use both parallel and selective bricolage in their international entrepreneurial marketing. Environmental uncertainty and entrepreneurship culture are important drivers of the implementation of bricolage to develop international entrepreneurial marketing. The research findings can inform MNC management of the options available to utilize corporate venturing to facilitate bricolage and in turn to realize international entrepreneurial marketing strategies.     

Group service recovery strategies effectiveness: The moderating effects of group size and relational distance

The extant service recovery literature focuses on consumers' responses to individual failures. However, group service failures are in fact common, but they have received insufficient research attention. This study contributes to theory and practice by applying social impact theory to explain the social nature of group failures. Findings from two studies show that group size and relational distance substantially affect consumers' response to group service recovery strategies. Specifically, private economic recovery creates less consumer satisfaction as group size increases, whereas consumers with a distant social relationship are more satisfied with public recovery for both economic recovery and social recovery. However, consumers with close relationships are more satisfied with public economic recovery and private social recovery. Apart from offering practical insights, this study expands the theoretical understanding of service failures, suggesting that they occur in a complex social ecology instead of relatively simple dyadic interactions between service providers and consumers.