Interpretation of Services Marketing Concepts

Scholarly research has produced conceptual knowledge that is based on real-life marketing phenomena. An initial aim of past research has been to produce marketing knowledge as a base for efficient business operation and for the improvement of productivity. Thus, an assumption has been that the knowledge would be applied by organisations. This study focuses on understanding the use of marketing knowledge within the field of service marketing. Hence, even if marketing knowledge about service-oriented principles and marketing of services is based on empirical research, there is a lack of knowledge on how this marketing knowledge is in fact applied by businesses. The study focuses on four essential concepts of services marketing knowledge, namely service quality, servicescape, internal marketing, and augmented service offering. The research involves four case companies. Data is based on in depth interviews and questionnaire-based surveys conducted with managers, employees, and customers of these companies. All organisations were currently developing in a service-oriented and customer-oriented direction. However, we found limitations, gaps, and barriers for the implementation of service-oriented and customer-oriented principles. Hence, we argue that the organisations involved in the study exploited conceptual knowledge symbolically and conceptually, but the instrumental use of knowledge was limited. Due to the shortcomings found, we also argue that the implementation of the various practices and processes that are related to becoming service-oriented and customer-oriented has not been fully successful. Further, we have come to the conclusion that the shortcomings detected were at least in some respect related to the fact that the understanding and utilisation of conceptual knowledge of service-oriented principles and marketing of services were somewhat limited.

Silent Communication - A Challenge to Established Marketing Communication Practice

Purpose The paper examines the concept of silent communication and its implications in marketing communication. It defines silent communication and proposes an analytic framework enabling an expanded view of marketing communication. Design/methodology/approach By explicitly adopting a customer-oriented perspective, combined with insights from service marketing and relationship communication, the paper extends current models of marketing communication. Findings The paper identifies different types of silent communication and presents new perspectives on marketing communication. The authors outline a framework for understanding how the company can/cannot control different forms of marketing communication and discuss the implications of this. Research implications/limitations The paper concentrates on a conceptual analysis, offering a number of empirical illustrations. The conceptual development creates new research issues that should lead to a deeper understanding of customers’ meaning creation, actions and reactions. Practical implications Silent communication constitutes a managerial challenge as it is often invisible to the management. The paper points to the need to develop methods to reveal the effects of silent communication as well as create guidelines for managerially handling silent communication. Originality/value The customer-based perspective and the focus on silent communication provide a completely new approach to analysing and understanding marketing communication. The paper contributes to service marketing and marketing communication research by introducing conceptualisations of silent communication that have an interest for both academic research and practitioners.

Key Account Management and Quality in Business-to-Business Relationships

What are the main elements of successful Key Account Management (KAM)? What is the nature of quality for the company and for the individual in business-to-business relationships? What kind of managerial practices are required at the company and individual level in Key Account Management? This paper focuses on these central aspects of KAM. It describes the main elements of KAM, which is a systematic marketing management approach in the business-to-business context with the objective to build profitable and long-lasting relationships with major accounts. Although paying customers in the business-to-business market are organizations, they are always represented by individuals. Thus, successful KAM requires appropriate handling of both the organizational and the individual levels. This paper describes the nature of quality for the company and for the individual in business-to-business relationships. As a synthesis, this paper suggests a framework for KAM practices deploying the main elements of KAM and the company and individual levels of business-to-business relationships. The weakness of the traditional quality management approach is that it pays little, if any, attention to customer importance. By providing similar quality to each customer, more important customers are penalized and less important customers are rewarded. This paper broadens the traditional quality management approach by introducing the concept of targeted quality based on customer importance.

Customer Relationship Dissolution - What Do We Know and What Do We Need to Know?

Our paper can be seen as a supplement to Halinen-Kaila and Tähtinen' s (2000) review of different direct research approaches on the ending of exchange relationships. Our purpose is to illuminate the borderline between research explicitly focusing on ending and research implicitly considering ending of relationships. Another purpose is to give an overview of how researchers within the Nordic School of Service Management and Nordic School of Relationship Marketing have approached customer relationship ending. A third purpose is to put forward a managerial perspective and managerial issues related to relationship ending. Finally we present some conclusions regarding further research avenues concerning relationship ending.

Simulating and Forecasting the Demand for New Consumer Durables

A diffusion/replacement model for new consumer durables designed to be used as a long-term forecasting tool is developed. The model simulates new demand as well as replacement demand over time. The model is called DEMSIM and is built upon a counteractive adoption model specifying the basic forces affecting the adoption behaviour of individual consumers. These forces are the promoting forces and the resisting forces. The promoting forces are further divided into internal and external influences. These influences are operationalized within a multi-segmental diffusion model generating the adoption behaviour of the consumers in each segment as an expected value. This diffusion model is combined with a replacement model built upon the same segmental structure as the diffusion model. This model generates, in turn, the expected replacement behaviour in each segment. To be able to use DEMSIM as a forecasting tool in early stages of a diffusion process estimates of the model parameters are needed as soon as possible after product launch. However, traditional statistical techniques are not very helpful in estimating such parameters in early stages of a diffusion process. To enable early parameter calibration an optimization algorithm is developed by which the main parameters of the diffusion model can be estimated on the basis of very few sales observations. The optimization is carried out in iterative simulation runs. Empirical validations using the optimization algorithm reveal that the diffusion model performs well in early long-term sales forecasts, especially as it comes to the timing of future sales peaks.

Exploring Marketing in Micro Firms

Purpose - The purpose of the paper is to explore the practice of marketing in micro firms. Which are the challenges micro firms encounter and how do they handle them? Methodology - The research methodology is based on the theory-in-use approach (Zaltman, Heffring & LeMasters 1982) in order to inductively explore the practice of marketing in micro firms. The empirical findings rest on ten case studies, where data has been generated through repeated interactions with each case. Findings - The empirical findings show that micro firms handle their marketing challenges in a distinctive manner, by creatively using available resources and network relations. Marketing in micro firms is largely about a long-term, gradual development of a position on the market. This process we label germinal marketing. Two key dimensions of germinal marketing were identified: “earning your position” and “being your brand”. Research limitations and implications - The findings rest on an explorative study consisting of ten cases and the general applicability of the results need to be validated by further studies. These cases are however sufficient to illuminate the need for further research into the area. Value of the paper - The value of the paper is twofold. First, it expands the theory-in-use approach, and presents a research method for successful inductive empirical studies of small firm phenomena. Secondly, the paper widens our understanding of the marketing reality and practice of micro firms, identifying new dimensions of marketing and revealing the strategic implications of ordinary business activities.

What Can A Service Logic Offer Marketing Theory

The goods-dominated marketing model has major shortcomings as a guiding marketing theory. Its marketing mix approach is mainly geared towards buying and does not include consumption as an integral part of marketing theory. Although it is during the process of consuming goods and services that value is generated for customers and the foundation for repeat purchasing and customer relationships are laid, this process is left outside the scope of marketing. The focus in service marketing is not on a product but on interactions in service encounters. Consumption has become an integral part of a holistic marketing model. Other than standardized goods-based value propositions can be better understood when taking a servicebased approach. It is concluded that marketing based on a goods logic is but a special case of marketing based on a service logic and applicable only in certain contexts with standardized products.

Value of Image in Service

Purpose This paper takes a customer view on corporate image and value, and discusses the value of image in service. We propose a model depicting how the customer’s corporate brand image affects the customer’s value-in-use. Methodology/approach The paper represents conceptual development on customers’ value and image construction processes. By integrating ideas and elements from the current service and branding literature a model is proposed that extends current views on how value-in-use emerges. Findings From a current service perspective it is the customer who makes value assessments when experiencing service. Similarly, if branding is a concept used to denote the service provider’s intentions and attempts to create a corporate brand, image construction is the corresponding process where the customer constructs the corporate image. This image construction process is always present both in service interactions and in communication and has an effect on the customer’s value-in-use. We argue that two interrelated concepts are needed to capture corporate image construction and dynamics and value-in-use – the image-in-use and image heritage. Research implications The model integrates two different streams of research pointing to the need to consider traditional marketing communication and service interactions as inherently related to each other from the customer’s point of view. Additionally the model gives a platform for understanding how value-in-use emerges over time. New methodological approaches and techniques to capture image-in-use and image heritage and their interplay with value-in-use are needed. Practical implications The company may not be able to control the emergence of value-in-use but may influence it, not only in interactions with the customer but also with pure communication. Branding activities should therefore be considered related to service operations and service development. Additionally, practitioners would need to apply qualitative methods to understand the customer’s view on image and value-in-use. Originality/value The paper presents a novel approach for understanding and studying that the customer’s image of a company influences emergence of value-in-use. The model implies that the customer’s corporate image has a crucial role for experienced value-in-use.

Customer Commitment and Key Account Management

What is the nature of customer commitment in business-to-business relationships and what are its antecedents? What Key Account Management practices help to build customer commitment? Commitment is an important element of Key Account Management since customer relationships are built upon a the foundation of commitment. Building long-term key account relationships occurs by enhancing and maintaining their commitment. Customer commitment has various antecedents, and managing commitment involves focusing on these antecedents. This paper explains the nature of commitment and describes its antecedents. It also suggests how to manage each of these antecedents to strengthen customer commitment.

Un caso de marketing turístico: el agroturismo en el País Vasco

[ES] El agroturismo vasco, que data del año 1988, responde a una modalidad de turismo desarrollada en el medio rural, con la peculiaridad de llevarse a cabo en una explotación agraria y ser desempeñada por agricultores que combinan su labor agrícola con la prestación de servicios. La aplicación del marketing en esta forma turística ha sido hasta el momento escasa y se ha canalizado básicamente a través de la Administración Autonómica.

A study of women's participation in fish food security and poverty alleviation in Lagos and Ogun States

Women, all over the world have contributed in various ways to the social, political and economic development of the Society. In fact, the World Resource Institute recognizes that "women have profound and preserve effect onn the well-being of their families, communities and local ecosystems" (Gamble and Well 1997:211). Women constitute more than 50 percent of the Agricultural (Fisheries being a sub sector), labour force. A study on Women in Fisheries showed that they participate in all aspects of the sector (capture, culture, processing, marketing research, training and Extension services). This paper reports the result of the study on women's contributions in the development of the Fisheries Industry particularly their roles in Fish Food Security, Poverty Alleviation and high rates of women's adoption of Fisheries technologies. The Case-study research methodology is used to study the "How" and "Why" Women's Contribution in Fish Food Security and Poverty Alleviation is at the index level recorded for the gender. The study made use of "Case Study" Research Instrument; documents, interview, artefacts, direct observation and archival records. The sampling techniques were purposive for research audiences and simple random for fisher-folks in the chosen locations. Analysed data showed among others that in Fisheries Research women occupy very important positions as Heads of Division/Section, Fisheries Liasion/Extension Officers and Fisheries Laboratory Chiefs etc. The paper also gave results of women production, processing, marketing and other services statistics; it also discusses the "whys" of women's low capacity in fisheries development of the nation and finally suggested ways in improving women's optimal capacity utilization in fisheries development

Design e Marketing: uma relação de sinergia para a Sustentabilidade

Esta dissertação aborda os princípios do Design, os fundamentos do Marketing e as condições que ambas as atividades podem, em parceria, gerar ambientes criativos para a Sustentabilidade. Acredita-se que tanto Design quanto Marketing são campos de saber parceiros, complementares e transversais, tendo deste modo um natural potencial de sinergia para a construção de projetos consistentes e duráveis. A insistência nesta ideia se deve, em parte, à vivência profissional nesses setores de gestão de projeto, e também ao desenvolvimento de exames, através da pesquisa bibliográfica, sobre os sentidos de termos, conceitos e objetivos para a organização de dados, a análise e alinhamento conceitual e a verificação de tangências entre esses campos. Este trabalho objetiva contribuir para a interação e a integração de saberes, em cursos de nível superior, também com a sugestão de ferramenta criativo-analítica e criativo-gerativa para o desenvolvimento de soluções mais sustentáveis. A crescente necessidade de atuações adequadas e eficazes dos campos estudados nos setores produtivos, a necessidade de profissionais capazes de se adequarem estas demandas, e a oferta deficitária de pesquisas com esta abordagem reforçam a crença na utilidade desta investigação. Os saberes em foco têm em comum relações multidisciplinares, sistêmicas e interdependentes.

Beel fishery and livelihood of the local community in Rajdhala, Netrakona, Bangladesh

Baseline survey and Participatory Rural Appraisal (PRA) during January 2003 to December 2004 on the fishing community revealed that unregulated fishing, use of destructive fishing gears, poaching of fishes, difficulties encountered in enforcing fisheries regulation and the helplessness of fishers to find alternative sources of income during banned fishing period (June to October) were the major management problems. CBFM (Community Based Fisheries Management) system as an alternative management strategy has been introduced to ensure active participation of the target group-the poor fishers living around the beet who were previously deprived to get access to the beet. Establishing a leasing system for controlled access, ensuring greater user-group participation through equitable distribution of all resource benefits among members, attempting to enforce penalties for illegal fishing linked with surprise checks to enforce management regulations are some of the recent steps taken by the BMC (Beel Management Committee). Chapila fish intake by the community was 31.25 g/head/day before stocking the beel by carp fingerlings. After stocking, they consumed chapila as fish protein from 8.33 g to 20.8 g/head/day during the fishing season (November to May) indicating that due to introduction of carp fingerlings, chapila production has been decreased in 2003-2004. About 77.5% families around the beel were found to be dependent directly and/or indirectly on chapila and other indigenous fishes of the beel for their livelihood, through fishing, marketing and other activities like net and boat preparation and nets mending etc. Particularly fishers' families were found to face serious problem during non-fishing period like June to October for their livelihood. Analyzing the present research result it was also observed that other than declination in biodiversity, the fishing pressure on promising chapila of the beel was found high and that is why the production of chapila has also been decreased. To get sustainable chapila production from the heel, it is suggested to ensure successful spawning and recruitment as juveniles, and hence the chapila should be undisturbed during its breeding period from March to July, and fishing pressure on the same species needs to be reduced for obtaining sustainable fish production.

Malaysian school engages in bullfrog and turtle farming

A brief description is given of the culture methods used in the Sepang Today Aquaculture Centre, a private aquafarming training school in Malaysia, regarding American bullfrog (Rana catesbeiana) and the soft-shelled turtle (Trionyx sinensis). Seed production, grow-out, marketing and future potential are discussed, referring to the school s training brochures for both culture methods.

Aquaculture technologies in Bangladesh: an assessment of technical and economic performance and producer behavior

This study evaluates the performance of a wide range of aquaculture systems in Bangladesh. It is by far the largest of its kind attempted to date. The purpose of this study was to identify and analyze the most important production systems, rather than to provide a nationally representative overview of the entire aquaculture sector of Bangladesh. As such, the study yields a huge amount of new information on production technologies that have never been thoroughly researched before. The study reveals an extremely diverse array of specialized, dynamic and rapidly evolving production technologies, adapted to a variety of market niches and local environmental conditions. This is a testament to the innovativeness of farmers and other value chain actors who have been the principal drivers of this development in Bangladesh. Data was collected from six geographical hubs. This survey was conducted from November 2011 to June 2012. Technological performance in terms of detailed input and output information, fish management practices, credit and marketing, and social and environmental issues were captured by the survey questionnaire, which had both open and closed format questions. The study generated insights that enable better understanding of aquaculture development in Bangladesh.