Improving health outcomes through patient empowerment

The concept of empowerment can be successfully used in the healthcare industry to positively influence patient participation and compliance with their program of treatment. This paper examines the literature that has developed in the area and presents a model that incorporates patient empowerment into the healthcare delivery process. Managerial implications and directions for future research are also presented.     

Ethical Ideologies and Older Consumer Perceptions of Unethical Sales Tactics

Demographic differences among consumer groups have become increasingly important to the development of marketing strategies. Marketers depend heavily on the sales force to implement strategies at the consumer level and, not surprisingly, different groups may view the salesperson’s role differently. Unfortunately, unethical sales practices targeted at various consumer groups, and especially at seniors, have been utilized as well. The purpose of this study is to provide initial empirical evidence of the ethical ideological make-up of four age segments outlined by Strauss and Howe (1991, Generations: The History of America’s Future 1584–2069, Morrow, New York) and to examine the propensity for these groups (seniors, in particular) to respond differentially to potentially unethical sales tactics. Data were collected from 179 respondents representing the four generational age groups. MANOVA revealed that the seniors in this study were distinct with respect to ethical ideology and less accepting of unethical sales tactics. Managerial implications are discussed for sales organizations to maximize their effectiveness across consumer groups. Rosemary P. Ramsey (Ph.D., University of Cineinnati) is Professor of Marketing in the Raj Soin College of Business at Wright State University, Dayton, OH, USA. Rosemary spent several years as a marketing and sales practitioner in the private sector, primarily for NCR Corporation. She is interested in relationship development as it pertains to buyer-seller interactions, salespersons with their sales managers, and team dynamics. She has been on the faculty at University of Kentucky and University of South Florida. She was in administration at Eastern Kentucky University, Cleveland State University, and Wright State University. She is published in the Journal of the Academy of Marketing Science, Journal of Retailing, Journal of Business Research, Journal of Personal Selling & Sales Management, among others. She was recently honored by Who’s Who among America’s Teachers and Who’s Who in Executives and Professionals. Greg W. Marshall (Ph.D., Oklahoma State University) is Professor of Marketing and Strategy in the Roy E. Crummer Graduate School of Business at Rollins College, Winter Park, FL, USA, Greg’s research centers on the areas of sales force selection, performance, and evaluation; adoption and successful use of technology by salespeople; sales force diversity; decision making by marketing managers; and intraorganizational relationships. He is Editor of the Journal of Marketing Theory and Practice. His industry experience includes thirteen years in selling and sales management, product management, and retailing with companies such as Warner Lambert, Mennen, and Target Corporation. He is a frequent consultant and trainer in the area of strategic marketing. Greg serves on the editorial review boards of the Journal of the Academy of Marketing Science, Journal of Business Research, and Industrial Marketing Management.He is co-author of the books, Sales Force Management 9e and Relationship Selling and Sales Management 2e, both published by McCraw-Hill, and Marketing: Real People, Real Choices 5e, published by Prentice Hall. Mark W Johnston (Ph.D., Texas A&M University) is the Alan and Sandra Gerry Professor of Marketing and Ethics at the Roy E. Crummer Graduate School of Business at Rollins College, Winter Park, FL, USA. Mark has conducted a number of seminars around the world on a variety of topics including ethical issues in marketing, sales force motivation, managing turnover in the organization, sales training issues, and improving overall sales performance. He has served as a marketing consultant to a number of organizations around the country. A partial list of his research includes publications in theJournal of Marketing Research, Jotunal of Applied Psychology, Journal of Business Research, and Journal of Personal Selling & Sales Management. He is co-author of the books Sales Force Marnagement 9e and Relationship Selling and Sales Management 2e, both published by McGraw-Hill. Dawn R, Deeter-Schmelz (Ph.D., University of South Florida) is Chair and O’Bleness Professor of Marketing at Ohio University, Athens, OH, USA. Her research interests include customer service teams, sales management and buyer-seller relationship issues, business-to-business e-commerce, and scale development. She has published in Journal of the Academy of Marketing Science, Journal of Marketing Theory and Practice, Industrial Marketing Management, Journal of Personal Selling & Sales Management, Journal of Marketing Education, and Journal of Business Logistics, among others. In a marketplace where the consumer is King ... understanding the fundamental needs, values, icons and historical experiences of the various generations is more critical than ever. Generational mindsets and feelings are major factors in determining ...an effective marketing strategy. —Fishman (2004), p. 4     

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.     

Brand versus generic advertising and the decision to advertise collectively

This study uses Lancaster's (1966, 1979) characteristics model of consumer theory, combined with imperfect information, to support a firm's advertising choice of a combination of brand and generic advertising. However, as consumers become well educated about a firm's product, spillovers from generic advertising become large. When spillovers are large, firms have a greater incentive to collude on generic advertising. The firm's decision to include advertising collectively with its competitors will follow from its own analysis of the benefits versus the costs of such a union. The success of collective advertising may, however, depend on the control of free-riders.     

SUPPLY CHAIN INTERFACES: DEFINING ATTRIBUTES AND ATTRIBUTE VALUES FOR COLLABORATIVE LOGISTICS MANAGEMENT

Managing supply chain interfaces, where information or physical goods are exchanged between one trading partner and another, is a key component of collaborative logistics management (CLM). Identifying the interfaces on which to focus, and describing the attributes and attribute values of these interfaces, fosters effective CLM arrangements.     

Deceptive Impression Management: Does Deception Pay in Established Workplace Relationships?

We examine deceptive impression management’s effect on a supervisor’s ratings of promotability and relationship quality (i.e., leader–member exchange) via the mediating role of the supervisor’s recognition of deception. Extending ego depletion theory using social information processing theory, we argue that deceptive impression management in a supervisor-subordinate relationship is difficult to accomplish and the degree that deception is detected will negatively impact desired outcomes. Data collected from a matched sample of 171 public sector employees and their supervisors supported this model and indicated that recognition fully mediated the negative relationships between deceptive impression management with supervisor’s rating of promotability and relationship quality.     

Rethinking the UK System of Doctoral Training in Marketing

There have been considerable changes in the system of doctoral education and training in the UK over the last decade. Despite the introduction of a range of ESRC initiatives, the UK marketing academy has been slow to actively debate this aspect of marketing education. This approach is different from that in the US where doctoral training practices in marketing have been widely debated by the AMA. The paper aims to fill this gap by critically assessing the UK system of doctoral training in marketing. The article begins with a brief overview of the historical development of postgraduate education and training in the UK in order to contextualise the subsequent discussion. Some of the most influential reports and policy documents over the last 40 years will be assessed, specifically in relation to how they have shaped, and continue to shape, ESRC policy and postgraduate education more generally in the UK. A critical evaluation of the existing research guidelines in marketing is undertaken and the need for more specific guidelines and a more wide-ranging and inclusive approach to the syllabus than is currently offered in many UK universities is proposed. The paper also explores the importance of staff expertise and critical mass in the context of delivering cost-effective, specialised provision. The article concludes by proposing new structures that marketing departments may wish to consider in delivering research training through the use of coalitions and the use of up-to-date developments in information technology.