Managing retention

To build this process it is necessary to consult customers for preferences, build familiarity and knowledge to build a relationship and conduct business in a customized fashion. The process takes every opportunity to build customer satisfaction with each customer contact. It is an important process to have, since customers today are more demanding, sophisticated, educated and comfortable speaking to the company as an equal (Belk, 2003). Customers have more customized expectations so they want to be reached as individuals (Raymond and Tanner, 1994). Also, a disproportionate search for new business is costly. The cost to cultivate new customers is more than maintaining existing customers (Cathcart, 1990). Other reasons that customer retention is necessary is because many unhappy customers will never buy again from a company that dissatisfied them and they will communicate their displeasure to other people. These dissatisfied customers may not even convey their displeasure but without saying anything just stop doing business with that company, which may keep them unaware for some time that there is any problem (Cathcart, 1990).     

An empirical examination of perceived retail crowding,emotions, and retail outcomes

Crowded retail shopping conditions can result from many shoppers being present during a given time and at a given place, as well as from limited customer space owing to inadequate floor layout design and allocation of fixtures and merchandise on the floor. This study investigated the effects of the perception of human crowding and spatial crowding on consumer shopping behavior through mediation of emotions of pleasure, arousal, dominance, and a feeling of satisfaction in an international market. A store intercept survey was conducted on 554 hypermarket consumers in Taipei, Taiwan. The proposed structural relationships among perceived retail crowding, emotions, and retail outcomes were analyzed by using confirmatory factor analysis and structural equation modeling with Lisrel 8.54.

The results of the study demonstrated the effectiveness of the proposed model in delineating the relationships of retail crowding-emotions-satisfaction-retail outcomes under actual retail environments. The study found that while human crowding perceived during shopping at a hypermarket store positively impacted shoppers' feelings rather than negatively, spatial crowding perceived due to high spatial density negatively impacted shoppers' positive emotions. The findings supported the view that retail crowding affected various shopping activities through influencing positive emotions and summary feelings of satisfaction. Managerial implications of the study were also discussed.     

Inhibition of Brand Integration amid Changing Agency Structures

The all‐important focus upon brands and brand success is underpinned – of necessity – by well‐designed and well‐executed integrated marketing communications (IMC). This qualitative paper explores perceptions of IMC in relation to branding within senior UK‐based advertising and public relations agencies in terms of current perceptions, implementation, coordination, evaluation, barriers, budgetary issues, decision‐making; and managerial implications for the future of IMC. The paper describes the findings from a series of depth interviews with senior executives from leading advertising and public relations agencies. While the findings do indicate the presence of ongoing barriers to the adoption and usage of integrated solutions, these barriers are as much an issue to do with clients as with the agencies themselves. Nonetheless, there seems to be an issue concerned with remodelling working practices to accommodate new and seamless ways of working creatively across all promotional mix elements. Thus, while the principles of integrated marketing communications are sound, the actual mechanisms for application still need further work –in terms of both application and measurement, and the need for in‐depth research. We also endorse and reiterate oft‐repeated calls for research with client organizations.     

Family Business Succession in Hong Kong: The Case of Yung Kee

This case study examines the succession of Chinese family business in Hong Kong, drawing upon theories of the firm. More specifically, it utilizes capabilities theories, property rights economics and Neo-Confucianism to understand management disputes and infighting among the members in a Chinese family business in Hong Kong. This paper will argue that the founder of a Chinese business firm in Hong Kong is able to lead his or her offspring to create a dynamic enterprise via charismatic leadership and family rules embedded in traditional Chinese values. However, these two strategic assets disappear following the passing away of the founder as well as the emergence of new social values. When the founder passes on the enterprise to his or her offspring using more or less the equal inheritance system, the traditional Chinese value is unable to enforce the leader’s will to consolidate the strengths of the second generation family members to maintain the founder’s business. Furthermore, when the business is owned by all family members, property rights of the firm become unclear. Without effective enforcement of traditional Chinese values and with collective ownership rights, some family members will have the incentive to capture the economic rent that is shared by all members. In other words, some family members behave opportunistically or even cheat in order to capture economic gains in the public domain. High monitoring and enforcement costs in the form of court battle and endless disputes will occur. Rent dissipation occurs in the form of deterioration of the quality of the family business. This case study is based on Yung Kee, an internationally well-known roast goose restaurant in Hong Kong as an illustration.     

Strategy analysis in the health service

The operation of provider units, both NHS Trusts and Directly Managed Units, as competitive organizations in the market place, is as yet rudimentary. Although some have achieved notoriety through radical “business” behaviour, there is little evidence that they have adopted scientific business practices in order to strengthen or re‐orientate their position in the market place. Neither is there as yet any hard evidence that such behaviour would be beneficial in the long term.

This paper describes an exercise of strategic market analysis used as a device to lead and inform the business planning process for an NHS Trust. The primary objective of the analysis is to identify hitherto unrecognized strategies which would enhance the position of the organization in the market place and also to identify areas where business development is possible and desirable.     

A model to explore the ethics of erotic stimuli in print advertising

This paper discusses a test of a hypothetical model of the role of perceived ethical feelings about the use of female nudity/erotic stimuli in print advertising. Specifically, the linkages between perceived ethicalness of the use of the print ad (as measured by the Reidenbach and Robin ethics scale) and attitude toward the ad, brand, and purchase intention are explored.     

Mutual Performance Monitoring: Elaborating the Development of a Team Learning Theory

Preparing university graduates for the world of work must address teamness, a quality essential to working in complex and dynamic organizations. Mutual performance monitoring (MPM) highlighted as a fundamental component in the authors’ initial team learning theory is examined. It was thought that first year university students may not have the skills of MPM to affect high quality team outputs, and our results suggest this is true. It is proposed that students are supported with strategies which legitimize monitoring the work of their team members and that the ideas of collusion, spying and cheating are replaced with teamness. Further, it appears that many academics are unprepared or ill-equipped to prepare students for a world of work in teams. Exposing the naivety of students, presenting perceived and positive changes in team skills and suggesting strategies may provide some pedagogical guidance for academic educators to better implement team learning. This paper explores MPM as a building block in a more comprehensive theory of team learning.     

Using a mobile application to test the impact of giving feedback onteam-level conflict

The authors explored using a mobile application called DevelapMe for 278 business undergraduates in 54 teams to give real-time peer-based feedback during a 5-week group project. Two online surveys, Time 1 (T1) and Time 2 (T2), were administered. Results included finding three promising, new give-feedback scales: positive rating with comments, negative rating with comments, and negative/neutral rating without comments. Relationship conflict and task conflict were the outcomes. Relationship conflict significantly increased from T1 to T2. Only positive rating with comments had a significant relationship to T2 relational conflict and task conflict. Research exposing students to real-time feedback apps will prepare them for future work in teams.     

Exploring Top Management Language for Signals of Possible Deception: The Words of Satyam’s Chair Ramalinga Raju

This paper explores the potential for systematic scrutiny of the language of top management to reveal signals of possible deceptive conduct. The language used in letters signed by Ramalinga Raju, Chair of the Indian multi-national company Satyam, are analysed using a multi-method quantitative approach. We explore the language in Raju’s annual report letters from 2002–2003 to 2007–2008; and in his letter of January 7, 2009 in which he confessed to deceptive conduct. We analyse the frequency of personal pronouns, the tone of positivity or negativity, the frequency of words of extreme emotion and aspects of the characteristics of language use indicated by the DICTION 5.0 text analysis master variable, CERTAINTY. The text of Raju’s letters appears to have been influenced by his self-confessed deceptive behaviour. Raju’s word choice changed noticeably in his five annual report letters prior to the collapse of Satyam as the scale and impact of his financial misstatements increased. The methods presented should be considered for adoption by auditors and regulators—as a way of assessing whether signals emerging from language use warrant closer (including audit) scrutiny of a firm’s financial reporting and governance. They should also be considered for use by monitors of entity risk, such as credit rating agencies and financial analysts.