Organizing and integrating marketing and purchasing in business markets: An introduction to the special issue, issues and implications

The article is the introductory paper to the special issue on “Organizing and Integrating Marketing and Purchasing in Business markets”. It analyses the different organizational issues in the marketing and purchasing interfaces by an extensive analysis of the literature. It introduces the different contributions to the special issue and draw some reflections on further research steps.     

Lebanon: From cataclysm to opportunity—Crisis management lessons for MNCs in the tourism sector of the Middle East

Lebanon is a complex country of extraordinary promise; often thrust into crisis, including recent military assaults, terrorist attacks and bombings. The authors share findings from a longitudinal field-study of the evolving political and business climate of Lebanon, emphasizing a particular MNC that is thriving amidst social, ideological and political conflicts. A synthesis of primary and secondary data revealed the InterContinental Phoenicia hotel as a model institution in the face of extreme crisis. Key managerial insights that can be helpful to investors, MNCs and managers in the Middle East and other places subjected to similarly extreme conditions are shared.     

Cities and environment in the twenty-first century: A future-oriented synthesis after Habitat II

A gigantic urban revolution is under way today: in 40 years, the equivalent of 1000 cities, each of three million inhabitants, will have to be built. In 2005, half of the world's population will live in cities. This growth will be concentrated in major cities, most of them in the South. This article reviews some fundamental trends, challenges and possible solutions in environment-related fields such as water, transports, energy. It argues for the emergence of a new urban culture based on the adoption of sustainable urban consumption patterns, new urban partnerships and the strengthening of urban solidarities. It gives examples of practical solutions within our reach for humanizing cities in the 21st century.     

The roles of service encounters, service value, and job satisfaction in achieving customer satisfaction in business relationships

Along with variables like the service process, perceived service value and customer satisfaction, job satisfaction of service employees plays a vital role in customer evaluation of service result. However, there has been little in-depth research into the nature of this relation, in particular in the context of B2B relations. In the sphere of an organization providing financial intermediation services to the banking sector and on the basis of a literature review, hypotheses are developed which establish the mediator role of service value and the moderator role of job satisfaction of service employees when delimiting customer satisfaction. Reliability and validity analysis give satisfactory results and our conclusions establish firstly that service encounter directly and significantly affects perceived service value which is the final antecedent to customer satisfaction and secondly, that the level of employment satisfaction moderates its effect on service value.     

Suppliers' roles in category management: A study of supplier–retailer relationships in Finland and Sweden

The purpose of this paper is to analyze suppliers' roles in category management (CM) in the context of Finnish and Swedish supplier–retailer relationships. Using data from a survey of a sample of Finnish and Swedish suppliers, the study shows that the concept of CM is well known among both Finnish and Swedish suppliers, and that most of them have experience of CM as a key operational business process. The study also shows that, in general, larger suppliers in both Finland and Sweden have a relatively strong role in CM collaboration, whereas smaller suppliers (especially in Finland) are more likely to have a lesser role in CM collaboration. Suppliers with a strong role in CM collaboration are generally more capable of influencing individual CM tactics than suppliers with an equal role to competitors or those with no role (both in Finland and in Sweden). The study also finds that the effects of CM are perceived more positively among suppliers who have influence in decision-making regarding CM collaboration than among those who have no role in such decision-making. However, the opinions of suppliers who have no role in CM collaboration are neutral, rather than being especially negative. Qualitative studies, including face-to-face discussions with managers representing manufacturers who are more or less excluded from CM collaboration, might provide a more thorough understanding of CM from their perspective.     

Unfolding implementation in industrial market segmentation

Market segmentation is an important method of strategic marketing and constitutes a cornerstone of the marketing literature. It has undergone extensive scientific inquiry during the past 50 years. Reporting on an extensive review of the market segmentation literature, the challenging task of implementing industrial market segmentation is discussed and unfolded in this article. Extant literature has identified segmentation implementation as a core challenge for marketers, but also one, which has received limited empirical attention. Future research opportunities are formulated in this article to pave the way towards closing this gap. The extent of implementation coverage is assessed and various notions of implementation are identified. Implementation as the task of converting segmentation plans into action (referred to as execution) is identified as a particularly beneficial focus area for marketing management. Three key elements and challenges connected to execution of market segmentation are identified — organization, motivation, and adaptation.     

Triggers for virtual customer integration in the development of medical equipment — From a manufacturer and a user's perspective

Virtual customer integration (VCI) involves customers throughout all stages of the new product development process. Firms across industries have started to experiment with virtual user integration and expect to utilize their knowledge, creativity, and judgment. However, little research exists that looks at the motivations of customers and managers to engage in virtual product development projects. In this paper we try to identify the triggers for virtual customer integration (VCI) from the manager's as well as from the customer's perspective. Using Ajzen's Theory of Planned Behavior we aim at explaining managers' motivation for the adoption of VCI based on a sample of 104 managers engaged in the product development process of manufacturing firms of medical technology. Drawing on motive research, we test six categories of customer motivations to engage in VCI projects on a sample of 105 users of medical technology. The results show that for mangers subjective norms and attitude predict the intention to use VCI. For customers, interest in innovation and product improvement are the most important drivers, whereas monetary compensation and prestige are not significant, and surprisingly the desire to help people even has a negative impact on the participation of VCI.     

How many singularities are near and how will they disrupt human history?

This paper reviews a large number of approaches that have been used for considering technologically driven profound societal change. We agree with Vinge's suggestion for naming events that are “capable of rupturing the fabric of human history” (or leading to profound societal changes) as a “singularity”. This is a useful terminology especially since a mathematically rigorous singularity seems impossible for technological and related societal change. The overview of previous work is done within the context of a broader look at the role of technological change within human history. The review shows that a wide variety of methods have been used and almost all point to singularities in the present century particularly in the middle of the century. The diversity of the methods is reassuring about the potential robustness of these predictions. However, the subjectivity of labeling events as singularities (even well studied past events) is a concern about all of the methods and thus one must carefully pause when relying in any way on these predictions. The general lack of empirical research in this area is also a concern.Quantitative considerations (by proponents and opponents) about past singularities or future singularities often confound two types of metrics. The first type is essentially related to diffusion of technologies (or bundles of technologies) where the logistic curve is empirically well established as the proper time dependence. The second type of metric is for technological capability where hyper-exponentials are empirically well established for their time dependence. In this paper, we consider two past singularities (arguably with important enough social change to qualify) in which the basic metric is alternatively of one type or another. The globalization occurring under Portuguese leadership of maritime empire building and naval technological progress is characterized by a metric describing diffusion. The revolution in time keeping, on the other hand, is characterized by a technological capability metric. For these two cases (and thus robust to the choice of metric type), we find that:

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  People undergoing profound technologically-driven societal change do not sense a singularity.

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  The societal impacts depend in complicated ways on human needs, institutional variables and other more uncertain factors and thus are particularly hard to project;

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  The societal impact is apparently not determined by the rate of progress on either type of metric or by projections to mathematical points with either kind of metric. This finding supports the existing concept that social change due to technology is a more holistic phenomenon than can be characterized by any technical metric.

In the final section, we use these empirical findings as the basis for exploring the possibilities for and nature of future singularities. In this we speculate that the potential for a future strong singularity based upon computational capability does not appear particularly probable but that one may already be occurring and is not fully noticed by those (us) going through it. Other possible 21st century singularities (life extension and fossil fuel elimination are two examples considered) may also be already underway rather than waiting for the predicted mid-century changes.