Customer-sales employee encounters: a dyadic perspective

Although researchers have suggested that the performance of the salesperson during sales encounters is critical, many of the underlying mechanisms that govern the interaction between salespersons and customers are still unclear. In this research, we investigate sales encounters from a new approach based on the field of research of interpersonal perception. Results demonstrate that drivers of customer satisfaction may also be satisfying for the contact employee. Additionally, we find that customer satisfaction is not only determined by the customer’s own perceptions, but also by the perceptions of the employee. Similarly, employee satisfaction is driven by the customer’s perceptions. Finally, our study identifies that perceptions of employee performance and satisfaction do not only reflect the unique interaction between the customer and the employee, but also relatively stable characteristics of the employee.     

Morning deals make me feel smart: Consumer evaluations of online sales promotions differ by time of day

Technological advances have allowed companies to reach consumers 24 h a day, but a challenge in making use of consumers’ time of day exists. The present research investigates the effect of time of day on consumer evaluations of bonus pack and free gift promotions. Results from four studies reveal that consumers perceive bonus packs as more favorable than free gifts in the morning but not in the afternoon. Consumers’ self-perception as smart shoppers is identified as the psychological process explaining this discrepancy. A new perspective in understanding consumers’ dynamic time-bound evaluations of sales promotion and managerial implications for designing, targeting, and communicating nonmonetary promotions are discussed.     

论我国商品房预售预告登记制度的立法完善

本文从我国商品房预售预告登记制度的历史背景出发,通过与商品房预售合同登记制度的对比来阐述制度价值,但是我国的预告登记制度仍然较为粗略,操作性不强。按照我国物权法对商品房预售预告登记制度的规定,通过事前登记制度的立法完善,保障买受人的利益。     

Antecedents of salespeople's reluctance to sell radically new products

Contemporary marketing and management discussions emphasize companies' ability to exploit current business opportunities while exploring emerging opportunities in changing environments. Salespeople play a key role in both of these activities. However, prior research provides little guidance on explorative activities at the operational level of the organization. This conceptual article establishes an explanatory model on the antecedents of salespeople's reluctance to sell radically new products (RNPs). Reluctance to sell RNPs is a potentially important but previously overlooked obstacle to companies' explorative activities. This article focuses on both the factors that influence an individual salesperson's motivation, and the organizational systems that may increase or decrease his or her motivation to sell RNPs. To this end, this article offers eight propositions that both managers and researchers can utilize in future studies.     

Value and Satisfaction Evaluations During a Service Relationship

Abstract

The research used a sample of credit union customers to determine (a) the relative importance of core and peripheral service attributes on customer evaluations of service value and customer satisfaction, and (b) how the relative importance of these criteria change over the life of the service relationship. For the overall sample, peripheral service attributes accounted for over three-fourths of the variance for service value and customer satisfaction. Dividing the sample into three sub-samples based on age of the customer's relationship with the credit union, peripheral service attributes drove evaluations of service value and customer satisfaction for the first stage of the relationship (ten years or less) and the middle stage of the relationship (eleven to nineteen years). Once the relationship aged to twenty or more years, core attributes drove evaluations of service value and customer satisfaction. Findings indicate that relationship strategies for the credit union may need to be customized based on the amount of time customers have had a relationship with a service firm.     

浅析我国保险营销体制的法律定位

营销体制对我国的保险业发展起到了十分重要的作用,但近些年来,由此引出的问题却越来越多。营销员法律地位模糊是问题产生的根本原因,营销员与保险公司之间究竟是代理关系还是劳动关系一直是争论的焦点。本文从法律角度对目前营销员法律地位不明确的问题进行了分析,阐明了法律地位不明确带来的后果,并根据现行法律规定提出了相对可行的解决办法。     

Joint determination of inventory replenishment and sales effort with uncertain market responses

An optimal joint operational and marketing decision is crucial for robust supply chain management. This paper addresses concurrent determination of inventory replenishment and sales effort decisions such as price, incentives to salesforce, and short-term promotions, or a combination of them. Market responses to sales efforts are typically highly uncertain, and demand in each period has its distribution dependent on the selected sales effort. In each period a replenishment order may be issued, which incurs both fixed and variable ordering costs, and at the same time the sales effort is also determined, the execution of which may incur costs. For such a model, the previously developed methods which are used for the joint inventory-pricing models become inadequate. A computational procedure for obtaining an optimal joint policy is addressed, and the conditions for the optimality of that policy are identified.     

基于上海D公司订单流程的管理研究

业务流程管理(Business Process Management,BPM)是企业管理的基石。基于上海D公司的实际运作情况,梳理出该公司关于订单处理的业务流程。并根据公司全球化过程中业务情况发生的变化,设计出新的业务流程,并通过活动-组织流程图法找出其不足之处进行优化。最后,在文中提出了第三方销售(TPS)的新概念。     

Mergers and acquisitions and firm growth: Investigating restaurant firms

Merger and acquisition (M&A) has been viewed as an efficient strategy for firm growth because M&As allow firms to quickly achieve their ideal size. However, whether consistent growth can be maintained after an M&A is questionable because post-M&A integration is a difficult process. In order to identify whether M&A is really an effective tool for producing consistent growth in restaurant firms, this study examined post-M&A firm growth in comparison to non-M&A firm growth. Using financial data from 1980 to 2007, this study analyzed the sales growth of restaurant firms up to five years after an M&A. This study found that post-M&A growth patterns varied across firm sizes and time periods (from one to five years after an M&A). This study also revealed that both small and large acquirers experienced positive sales growth in the year following M&A. However, this positive effect completely disappeared during or after the third year post-M&A. M&A firms showed the same growth patterns as non-M&A firms three to five years after an M&A. This study provides useful post-M&A growth information regarding restaurant firms, which can be practically useful for firms considering M&A.     

农村淘宝对农村经济影响分析——以贵州省铜仁市为例

"农村淘宝"是铜仁市深入推进"大数据"、"大扶贫"两大战略有效载体,调查发现,该项目的深入推进对该市农村农业生产、农村居民消费、农产品外销等方面均产生了一定程度影响,尤其在农村居民消费方面的影响相对较大,但仍存在各区县服务站服务功能仍然不够完善、物流运输成本高、电子商务人才缺乏、农村居民买进容易卖出难等问题.