Managing wealth: A new approach

This paper investigates how well ‘mid-worth’ individuals are served by the financial services industry in the UK. It defines and analyses the new phenomenon of ‘mid-worth’ individuals: the rapid growth in the number of people with significant liquid assets available for investment. It then considers how well these individuals are served by the most common investment products and concludes that most individuals are so poorly served that the result is seriously damaging to their long-term financial health. The paper investigates the main reasons for this: a lack of understanding of the relationship between risk and return, and what can only be described as a conspiracy of ‘mystification’, resulting in customers standing even less chance of understanding the risk-return relationship. The consequence of this is that investors end up paying far too much for ‘heavily packaged’ investment products with the result that they may find they have much less money available to them when they need it most—in old age. The research for this paper was sponsored by Close Wealth Management.     

Distribution of Marketing Research Material to Universities: The Case of Archive of Market and Social Research (AMSR)

ABSTRACT

The aim of this note is to understand how content relating to marketing and market research is distributed to and within universities. The focus of the study includes the behavior of all those in this market for information, namely suppliers (whether content generators, aggregators, packagers, or distributors of content) of marketing research, university staff, and students. The case study method was implemented to collect data. The case study focuses on UK Higher Education. Specifically, the authors use the case study of the newly developed Archive of Market and Social Research (AMSR) to explore how content relating to marketing and market research is distributed to and within universities. The research involved personal interviews with 15 librarian senior managers selected from 14 universities.

The interviews with librarians provided insight into how AMSR could be distributed to university libraries and how it could be accessed. The findings highlight the role of university academics in specifying the content of marketing and market research. They focus on ‘real world’ management problems to deliver research with impact and relevant teaching. Therefore, they need company and industry information and are more likely to use current sources. The study maps the process of acquisition of marketing and market research content by universities and identifies the different roles involved in this process. The study is in line with the emerging literature that focuses on the role of education in explaining the relevance gap in marketing research. The study contrasts between the situation in the university market and industrial buying and adds to our understanding of the complexities associated with the distribution of the marketing research material. The result is expected to be a much sharper focus for the marketing of the archive material, leading to greater use of recent high-quality market research by marketing educators, and changes to marketing and market research syllabuses.

This note provides insight into how suppliers (whether content generators, aggregators, packagers, or distributors of content) of market and marketing research should market to universities and ensure the use of their information resources by students and teachers and how they should. The findings of the study contribute to understanding customer needs and shaping a new service product proposition. In addition, the study provides insight into how university students and staff access and should access commercial research on marketing from the market research industry (in particular from the Archive of Market and Social Research) and use it in their learning, so that their knowledge will be more up to date and their employability will be increased. Adding several insights to the issue of distribution of marketing research material to universities. The paper relates to the marketing of information resources to universities, specifically to the work of the Archive of Market and Social Research, in marketing their information assets to universities, and more specifically the relationship between the “push” of suppliers, libraries, journal and textbook suppliers and information aggregators (such as EBSCO and JISC) and the pull coming from academic researchers and lecturers, who might use this information in their teaching and research. The present study can be seen as a classic case study of understanding buyer behavior, but in a modern world of information platforms, aggregation, and the digital economy.     

CRM in intermediated financial services markets

A division of a major UK insurance company manufactures insurance products for wholesale clients to retail into their banking and building society customer bases. This paper discusses the CRM challenges of leveraging insurance business from existing partnership relationships, including issues of confidentiality between client portfolios, the strategic use of data marts rather than data warehouses and the sharing of information. It describes the issues involved in implementing CRM, such as rolling out customer contact management and call centre systems. The study concludes with an appraisal of lessons learned, which include a better understanding of who the customers are and which of them are profitable, together with the characteristics that contribute to them becoming profitable or unprofitable.     

Social landscape: Ten years of planning ‘valuable landscapes’ in Estonia

This paper gives an overview of theme planning on designating valuable landscapes in Estonia (1999–2003) and traces its impacts through the decade up to the present. We claim that in addition to the mapped list of valuable landscapes and their attributes as we have described them, this planning exercise called forth changes in society as well as in landscapes and their appreciation. As the project applied participatory planning tools unprecedented in post-communist Estonia, the Estonian word for landscape (maastik) is now being used more in everyday language, according to the way its meaning altered in the process.     

E-business opportunities in financial services

Over many years, technological developments have enabled financial services products to be sold and administered via remote distribution channels. E-business is the latest channel whose potential is being explored by both traditional financial services players and new entrants alike. But, in their haste to ‘go online’, are organisations, new and old, falling into the ‘technology trap’ and ignoring the fundamentals underpinning financial services retailing and, perhaps, undermining some of their ‘segment-of-one’ strategies? This paper concludes that the key to successful e-financial services retailing is to take the nuances, attributes, techniques and skills that have accompanied financial services products in the physical world and reinvent them in an e-environment. Only by following this approach will e-business avoid being labelled as a solution looking for a problem. UK high street banks are continuing to extend the choice of channel through which customers can manage their money, eg e-banking. But it is suggested that channels such as e-banking potentially reduce the level of personal contact between bank and customer to the extent that a ‘virtual’ relationship develops. This paper concludes that, given the tendency towards ‘virtualisation’, it is inconceivable that bank–customer relationships will become any more intimate in the future. Indeed, a greater degree of personalisation in customer communication may be the very best that banks are able to offer.     

Cost-effectiveness of a chronic pain intervention for people living with HIV (PLWH)

Background: Chronic pain is a common, disabling, and costly comorbidity, particularly in people living with HIV (PLWH). This study developed and pilot tested a pain self-management intervention for chronic pain tailored to PLWH called Skills TO Manage Pain (STOMP).

Objectives: Given the additional resources needed to deliver STOMP in HIV clinical settings, an important objective of the pilot study was to assess not only STOMP’s preliminary efficacy, but also its cost-effectiveness.

Research design and subjects: The present study draws from a 44-participant, 2-arm randomized pilot trial of the STOMP intervention vs usual care among PLWH and at least moderate chronic pain (Clinicaltrials.gov: NCT02824562). Cost-effectiveness is presented as the incremental cost-effectiveness ratio (ICER). Costs were considered from the clinic perspective over a 1-year time horizon using real costs from the pilot trial. It was conservatively assumed there would be no costs savings. The Standard Gamble (SG) method was used to directly measure utilities.

Results: Thirty-six participants met inclusion criteria for the present analyses. Mean age was 52 years; 61% were female and 86% were black. The total cost of STOMP was $483.83 per person. Using the SG method, the change in QALYs was 0.15, corresponding to an ICER of $3,225.

Conclusions: STOMP’s cost/QALY is substantially lower than the $50,000 to $100,000/QALY benchmark often used to indicate cost-effectiveness. Although based on a pilot trial and, therefore, preliminary, these findings are promising, and suggest the importance of cost analyses in future STOMP trials.     

The implications of e-commerce for strategy: UK case studies

In this paper, four case studies of retail financial services companies involved in Internet marketing of their services are investigated. The approaches taken range from a fully integrated approach, a stand-alone approach separate from the mainstream of the company's business, an experimental approach and an approach that can only be described as ‘reluctant’. The cases demonstrate the critical role of senior management, the possible limitations of market intelligence as a guide to action, the need to focus on resources and capabilities, and the requirement for creativity in strategy.     

Ethnic banking in the USA

This paper describes the development of the ethnic banking market in the USA. It portrays the main ethnic groups involved and how they manage their relationships with banks, whether as individuals, families or small businesses. It analyses how banks have responded to the ethnic marketing opportunity and then suggests which areas banks need to focus on in order to improve management of their ethnic customers.     

The probability of conflicts in a U.S. presidential type election

Summary. In a two candidate election, it might be that a candidate wins in a majority of districts while he gets less vote than his opponent in the whole country. In Social Choice Theory, this situation is known as the compound majority paradox, or the referendum paradox. Although occurrences of such paradoxical results have been observed worldwide in political elections (e.g. United States, United Kingdom, France), no study evaluates theoretically the likelihood of such situations. In this paper, we propose four probability models in order to tackle this issue, for the case where each district has the same population. For a divided electorate, our results prove that the likelihood of this paradox rapidly tends to 20% when the number of districts increases. This probability decreases with the number of states when a candidate receives significatively more vote than his opponent over the whole country.Received: 12 August 2002, Revised: 7 March 2003, JEL Classification Numbers: D71. Correspondence to: Vincent R. MerlinSpecial thanks are due to Franck Bisson, a Caen PhD student, who helped collect the data. The authors also gratefully acknowledge Ashley Piggins and an anonymous referee for their comments.     

1 + 1 does not always equal value creation: The case of YouTube

Early services literature and the original service-dominant logic (SDL) work of Vargo and Lush (Journal of Marketing 68(1):1–17, 2004a) have suggested a dyadic customer and company relationship in the value creation process. While extant literature increasingly acknowledges more complex relationships between provider and customer networks to create value, we show that widely used e-services such as YouTube are based on relationships in which such provider and customer roles can vary significantly. However, we also assert that in the case of e-services, value is created primarily between and among customers rather than by the provider, as had been the case in earlier goods-dominant logic literature. Reflecting the research context, this paper seeks to extend various SDL foundational premises to the experience of e-services, discussing their generalizability and concluding with recommendations for further research.