Changes in sales call frequency: A longitudinal examination of the consequences in the supplier-customer relationship

Sales calls are one of the most valuable and expensive resources available to industrial sales managers. The main purpose of this research was to look at the relationship between an increase in sales call frequency and some important outcomes in the buyer-seller relationship. To do so, we adopted a longitudinal research design where data from 357 customers of one industrial supplier were obtained over a two-year period of time. Results indicated that an increase in call frequency has a positive effect on sales volume, perceived service quality, perceived value for money and overall customer satisfaction. Furthermore, these effects tend to diminish as relationships become longer, and are stronger at higher levels of hierarchy in the buying company.     

Understanding success and failure in customer relationship management

Customer Relationship Management (CRM) systems can help organizations manage customer interactions more effectively. Like many new technologies, CRM has been accompanied by vendor hype and stories of implementation failure. Work on critical success factors (CSFs) should encourage more appropriate implementation practice; however many CSF studies conclude with a list of factors but provide little further guidance. In particular, there is a need for stronger theoretical models of the entire CRM innovation process which can be used by managers to understand better the underlying causes of success and failure. This paper adopts a novel approach to this problem by firstly developing a conceptual model of CRM innovation and then converting this model into a dynamic simulation model. Some early simulation results illustrating changes in CRM benefits and organizational support over time are presented together with a discussion of the underlying causes and suggestions for how managers can counteract potential innovation failure.     

FROM MY PERSPECTIVE: VIII. Continuum of change: Perspectives on physical or “hard” sciences

This article, the eighth in a series on the new millennium, describes timelines that provide the setting and context for basing very long forecasts. The longer and more complete the historic patterns of past and present, coupled with conceptual possibilities and prospective developments, the clearer the pattern of ongoing incremental change becomes. Likely patterns of continuing change literally “pop out” when assessing such chronologies. Feasibility, credibility and practicality of 1000 year forecasting typically is dismissed out-of-hand. To help dispel such mindsets, timelines covering wide-ranging natural science phenomena spanning thousands to billions of years are presented here. Depicting the coming and going of familiar natural science phenomena in this manner reveals how the future fate of the world we live in is predetermined. These very long horizons suggest potentials for projecting physical science possibilities a mere 1000 years into the future.     

Airline employee's service behavior toward different nationalities

Stereotyping of groups is unique and has influences on emotions and behaviors. The aim of this study was to examine the relationship between national stereotyping, emotion and service behavior of South Korean airline employees towards passengers from four countries (China, Japan, the USA and South Korea, based on both Hofstede's cultural dimensions and the entrance rates to Korea), and whether there is a difference in constructs for each of the four countries’ passengers. South Korea was involved in this study to compare an in-group with the out-groups. Four models were acceptable, and we found that national stereotyping, emotions and service behaviors are significantly different among the four countries. The results imply that national stereotyping and cultures affect the service behavior of South Korean airline employees.     

Success is not enough: The spectacular rise and fall of a strategic alliance between two multinationals

This article analyzes a strategic alliance between two multinational companies from the same geographical region. Originating in the same industrial culture and with technically advanced, complementary products, they formed a strategic alliance for international growth in 1947. Despite significant changes in the market over the years, the companies remained market leaders and icons of a successful alliance until 1988, when the alliance suddenly collapsed. The study describes the alliance process from a long-term perspective using a theoretical framework based on motives, resources, competitive advantage, trust and performance. Although the alliance is no more, it is found to have made a substantial contribution to the collaborating firms with respect to their growth and expansion in the world market. Both partners achieved what they expected from the alliance. They also have developed well as competitive companies thereafter. The sudden end to the collaboration can therefore not be seen as a failure. However, it is argued that the separation process, as the process of alliance formation, needs to be taken seriously, and managers must give sufficient time and effort to ensure that the break-up becomes non-dramatic and less painful.     

The future shocks: On discontinuity and scenario development

Allegedly, an important function of scenario development is the exploration of potential discontinuity. However, there are indications that the approach does not deliver on its promises. This article investigates how discontinuity is addressed in futures literature, particularly those sources that focus on scenarios, and how the concept is used in scenario practice. A literature review reveals a multitude of terms, including wild cards and surprises, from which characteristics of discontinuity in the context of foresight can be derived. Insights from the review help investigate how discontinuity is addressed in contemporary scenario development. The investigation described in this article exposes a rather ambiguous approach to discontinuity in current scenario practice. The article closes with questions regarding scenario method where the investigation of potential discontinuity is concerned.     

Examining important relationship quality constructs of the focal sponsorship exchange

Few studies have considered sponsorship from a relationship perspective. This is despite evidence that sponsors and sport entities engage in long-term, mutually beneficial, relationships where the role of trust and commitment is likely to be pivotal. This study examines empirically the effects of trust and commitment on two critical relationship outcomes, namely, economic and noneconomic satisfaction. Based on a comprehensive survey of the Australian Football League (AFL) and its protected sponsors, the paper demonstrates that commitment, measured by leverage investments, is a key antecedent of economic satisfaction, while trust is antecedent of both economic and noneconomic satisfaction.     

The influence of formal controls on customer interactivity in new product development

This study examines how formal control mechanisms, specifically output, process, and team reward controls used in new product development (NPD) projects, influence the degree of customer interaction during the project. It is argued that controls can differentially focus the efforts of the project team either internally on the organization's process or externally on the market and its customers. Data from 95 projects across several industries suggest that the use of output control and team rewards leads to higher customer interactivity. However, heavy reliance on process control can lead to reduced customer interactivity if not also accompanied with output controls. This study extends our understanding of using management controls to integrate the voice of the customer into new product development.     

The semiconductor silicon industry roadmap: Epochs driven by the dynamics between disruptive technologies and core competencies

The resource-based perspective has done much to identify idiosyncratic firm attributes that may be a principal source of competitive advantages. Unfortunately, there has been little systematic industry evidence to support the strategic importance of core competence, nor has there been much work on the temporal or cumulative nature of core capabilities within an industrial setting. Further, little or no research has been performed demonstrating how the advent of technological discontinuities or disruptive technologies plays a part in creating epochs in technology competency development and the roadmap of an industry. In this study, we analyze the evolutionary and cumulative nature of core capabilities and their interactions with technological discontinuities from a market-driven perspective. We have studied the evolution of 167 firms through the 50-year history of the semiconductor silicon industry. Over time, there were several structural shifts in the necessary competencies through the advent of disruptive technologies. In the last 30 years, however, the change in the required competencies has been more cumulative in nature. We summarize this in a roadmap detailing the epochs in the semiconductor silicon industry.