Strategic Sales Process Adaptation: Relationship Orientation of the Sales Process in a Business-to-Business Context

Although previous research has recognised adaptation as a central aspect in relationships, the adaptation of the sales process to the buying process has not been studied. Furthermore, the linking of relationship orientation as mindset with adaptation as a strategy and forming the means has not been elaborated upon in previous research. Adaptation in the context of relationships has mostly been studied in relationship marketing. In sales and sales management research, adaptation has been studied with reference to personal selling. This study focuses on adaptation of the sales process to strategically match it to the buyer’s mindset and buying process. The purpose of this study is to develop a framework for strategic adaptation of the seller’s sales process to match the buyer’s buying process in a business-to-business context to make sales processes more relationship oriented. In order to arrive at a holistic view of adaptation of the sales process during relationship initiation, both the seller and buyer are included in an extensive case analysed in the study. However, the selected perspective is primarily that of the seller, and the level focused on is that of the sales process. The epistemological perspective adopted is constructivism. The study is a qualitative one applying a retrospective case study, where the main sources of information are in-depth semi-structured interviews with key informants representing the counterparts at the seller and the buyer in the software development and telecommunications industries. The main theoretical contributions of this research involve targeting a new area in the crossroads of relationship marketing, sales and sales management, and buying and purchasing by studying adaptation in a business-to-business context from a new perspective. Primarily, this study contributes to research in sales and sales management with reference to relationship orientation and strategic sales process adaptation. This research fills three research gaps. Firstly, linking the relationship orientation mindset with adaptation as strategy. Secondly, extending adaptation in sales from adaptation in selling to strategic adaptation of the sales process. Thirdly, extending adaptation to include facilitation of adaptation. The approach applied in the study, systematic combining, is characterised by continuously moving back and forth between theory and empirical data. The framework that emerges, in which linking mindset with strategy with mindset and means forms a central aspect, includes three layers: purchasing portfolio, seller-buyer relationship orientation, and strategic sales process adaptation. Linking the three layers enables an analysis of where sales process adaptation can make a contribution. Furthermore, implications for managerial use are demonstrated, for example how sellers can avoid the ‘trap’ of ad-hoc adaptation. This includes involving the company, embracing the buyer’s purchasing portfolio, understanding the current position that the seller has in this portfolio, and possibly educating the buyer about advantages of adopting a relationship-oriented approach.

Decision-making process of Nova Executivos’ students

Field lab: Consumer insights

The impact of parenthood on consumption:the new car buying experience

In this article the authors discuss the new car buying experience for expectant and new parents to identify the impact of becoming a parent on the values and attitudes they exhibit during the purchase experience and in the final choice they make. In particular, the authors contend that the introduction of a first baby to a family unit will influence the buying process as parents will use consumption to express values and to determine product usage. Firstly, literature delineating the buying process is reviewed, along with literature relating to value adjustment concerning the addition of a newborn to the family unit and the influences of impending or recent parenthood upon the purchase process for a new car. Following this discussion, research suggestions and managerial implications are discussed.

Sentidos em construção no arquivo Arthur Ramos: deslocamentos, classificação, indivíduo e autoria

O objetivo do presente trabalho é analisar o arquivo pessoal de Arthur Ramos, intelectual que teve uma destacada participação nos debates sobre a democracia racial e na institucionalização das Ciências Sociais no Brasil nas décadas de 1930 e 1940. Através de seu acervo, custodiado pela Divisão de Manuscritos da Fundação Biblioteca Nacional, procurou-se perceber quais processos sociológicos que podem incidir sobre a formação do patrimônio documental, além das estratégias de construção e re-elaboração desta memória. Foram debatidas as teorias e práticas da arquivista para mapear diferentes formas de deslocamentos, ressignificação e reclassificação dos arquivos em geral e desse caso particular. Para isto, foram analisados o processo de compra do fundo Arthur Ramos, os relatórios de atividades, o inventário analítico do fundo, além de entrevistas informais.

La mise en présence dans l'acte d'achat : là où la consommation engendre le scénario

Le présent travail de recherche analyse l’acte d’achat et fait une brèche dans la relation mystérieuse que nous développons avec les biens de consommation. En microéconomie et en sociologie de la consommation, on considère que le consommateur fait des choix rationnels, et ce à travers un processus d’achat (Langlois, 2002). Ce processus est divisé en cinq étapes : la reconnaissance du problème, la recherche d’informations, l’évaluation des alternatives en concurrence, le choix et l’analyse post-achat (Brée, 2004). Bien que l’étape du choix soit certainement l’étape charnière du processus, car elle détermine le choix final menant à l’achat, elle est souvent comprise comme l’aboutissement de calculs préalables et non comme un moment régi par ses propres dynamiques. Le paradigme dominant en matière de choix, la théorie du choix rationnel, avance que nous formulons nos choix en recourant à des calculs d’utilité. Nous évaluons rationnellement les options afin d’optimiser notre situation en sélectionnant le choix qui nous rapporte le plus en nous coûtant le moins (Abell, 1991). Par contre, certains critiques de la théorie du choix rationnel allèguent que la multiplicité de choix encouragée par notre société engendre un stress lors de l’achat qui embrouille le jugement menant au choix. Cela invite à considérer la singularité du moment menant au choix. Que se passe-t-il chez le consommateur lorsqu’il est mis en présence d’un objet? En vérité, les disciplines qui s’intéressent au comportement du consommateur éludent la présence de l’objet comme forme d’influence sur le jugement. Dans le cadre de cette recherche, nous entendons par la mise en présence le moment où un individu est en présence d’un objet spécifique ou d’une représentation d’un objet. Lorsque mis en présence de l’objet, le consommateur fera un jugement qui sera potentiellement relatif aux sensations de beauté (Hutcheson, 1991) et aux émotions provoquées par un objet spécifique. Ainsi, les sens « externes » (la vue, l’ouïe, l’odorat, le goût, le toucher) stimulent un sens « esthétique » : le sens interne de la beauté (Hutcheson, 1991). De plus, il peut survenir, en consommation, lors de la mise en présence que l’émotion prenne la forme d’un jugement (Nussbaum, 2001). On définit les émotions comme un état affectif situationnel dirigé vers une chose (Desmet, 2002). C’est ainsi que la recherche s’est articulé autour de l’hypothèse suivante : de quelle manière la mise en présence influence le jugement du consommateur pendant le processus d’achat? Nous avons mené une enquête inspirée d’une approche qualitative auprès de consommateurs dont les résultats sont ici exposés et discutés. L’enquête tente dans un premier temps de cerner l’impact de la mise en présence dans le processus d’achat. Puis, le récit de magasinage de quatre participants est analysé à l’aide d’éléments tels les critères de choix, les facteurs, les influences et les contraintes. L’enquête montre notamment que la mise en présence intervient et modifie le jugement du consommateur. L’analyse des entretiens met en avant une tendance chez nos participants à la scénarisation tout au long du processus d’achat et particulièrement lors des moments de mise en présence. Nous avons observé que les moments de mise en présence alimentent le scénario imaginé par le consommateur et lui permet de créer des scénarios de vie future en interaction avec certains biens de consommation.

Neuromarketing: en las ventas

El mundo empresarial ha cambiado a través de los años, con el pasar del tiempo se ha vuelto más dinámico, más competido, mas conglomerado, hoy el mundo organizacional se ha expandido de manera tal que casi existen empresas de todo tipo, con variedad de actividades, razones sociales y cada una de ellas perteneciendo y conformado los diferentes sectores de la industria. El mayor reto que una empresa debe enfrentar en tiempos actuales es la capacidad de permanecer competente en el mercado, que perdure en el tiempo y más importante aún que sepa satisfacer las necesidades de sus clientes, sus gustos, sus deseos. El cliente uno de los eslabones claves más importantes para que una empresa sea exitosa, lograr la fidelización de marca (o hacia la misma empresa) y estar siempre en la capacidad de ofrecerle lo que desea encontrar (productos, bienes, servicios) por medio de la innovación y diferenciación. Este trabajo de investigación permitirá al lector conocer una de las herramientas que pueden hacer esto posible, informará cómo se puede llegar a conocer los deseos, y los factores determinantes que llevan a realizar una compra en dicho consumidor con técnicas incursionando en lo más profundo del consumidor (el cerebro), cómo piensa, que espera recibir y todo esto a través de la aplicación del Neuromarketing como influencia en el proceso de compra del consumidor, todo esto con el complemento del trade marketing que entra a impulsar las ventas y la captura del consumidor a través de la comercialización de los productos, mayor rotación de los canales de venta, el manejo en sí de marca que se le da a un producto. El trade marketing es ante todo un cambio de mentalidad para enfrentar las nuevas tendencias y requerimientos del mercado junto con los del consumidor.

Análise comparativa de preços: estudo de variáveis influentes na percepção de vantagem de compra

Essa dissertação trata de algumas variáveis que podem influenciar a percepção dos consumidores no contexto de análises comparativas de preços durante o processo de compra. As variáveis estudadas foram: a forma de apresentação das ofertas dos produtos, a escolaridade dos participantes do estudo e a familiaridade para com o uso do produto. A importância desse estudo está fundamentada na necessidade de entendimento de como a percepção de vantagem na aquisição de produtos ocorre na presença das variáveis de influência estudadas, com o propósito prático de aplicação dos resultados no mercado varejista. A pesquisa foi realizada por meio de um estudo empírico, na cidade de São Luís ¿ MA, utilizando uma amostra de cento e noventa e duas pessoas, divididas igualmente entre estudantes de escolaridade média e superior. Os participantes do estudo avaliaram situações de compra em cenários fictícios com formas de apresentação de ofertas distintas, em que a percepção de vantagem foi avaliada em função das escolaridades e das familiaridades utilizadas no estudo. A base teórica para desenvolvimento do trabalho considerou a Teoria dos Prospectos de Kahneman e Tversky (1979) e a Teoria da Contabilidade Mental de Thaler (1985). Em função da natureza da base de dados foram utilizados testes não-paramétricos de Friedman, Kruskal-Wallis, Wilcoxon e Mann-Withney. Os resultados obtidos confirmaram as hipóteses levantadas e geraram subsídios para pesquisa futura envolvendo o aspecto familiaridade relacionada às marcas. Palavras-chave: contabilidade mental, percepção, preço de referência.

Quais as motivações da classe C brasileira no consumo de turismo? - análise de caso da agência VRM Turismo

Estudo do comportamento de compra e consumo de turismo dos moradores da Rocinha, baseado no método de entrevistas em profundidade. Arcabouço teórico: fatores "push" e "pull" (Crompton, 1979; Dann, 1981) e tipologias de Plog (1977).

Investigation of factors influencing loyalty – The role of involvement, perceived risk and knowledge

Our research aimed to reveal the effects that can be observed during the buying process of food products and can influence the decisions of customers. We focused on the role of enduring involvement in customers’ behavioural loyalty, that is, the repurchase of food brands. To understand this relationship in a more sophisticated way, we involved two mediating constructs in our conceptual model: perceived risk and perceived knowledge of food products. The data collection was carried out among undergraduate students in frame of an online survey, and we used SPSS/AMOS software to test the model. The results only partly supported our hypothesis, although the involvement effects on loyalty and the two mediating constructs were strong enough, loyalty couldn’t be explained well by perceived risk and knowledge. The roles of further mediating/moderating variables should be determined and investigated in the next section of the research series.

Antecedents of loyalty for food products – Investigating the effects of subjective constructs

Our research aimed to reveal the effects that can be observed during the buying process of food products and can influence the decisions of customers. We focused on the role of enduring involvement in customers’ behavioural loyalty, that is, the repurchase of food brands. To understand this relationship in a more sophisticated way, we involved two mediating constructs in our conceptual model: perceived risk and perceived knowledge of food products. The data collection was carried out among undergraduate students in frame of an online survey, and we used SPSS/AMOS software to test the model. The results only partly supported our hypothesis, although the involvement effects on loyalty and the two mediating constructs were strong enough, loyalty couldn’t be explained well by perceived risk and knowledge. The roles of further mediating/moderating variables should be determined and investigated in the next section of the research series. Keywords: involvement brand loyalty, subjective knowledge, perceived risk, food products

Motivation and perception factors influence buying home behaviour in Dilly, East Timor

Demand of low cost housing increased from 1995 to 1997 which is shown by the number of housing loan approval. In order to develop the most suitable marketing plan, developer needs to know some factors which influenced to the decision making process of buying house. This research used a residential development in PT Delta Comoro Permai, Dilly as a case study. A survey to homeowners has been done to evaluate the motivation and perception factors in buying home behaviour. The survey has been done on the 3rd August to 29th August 1998. In this study, four main components have been examined. Physical and linkage are not as important as environment and utilities for the homebuyer. Moreover, the result is consistent with developer’s motto ‘clean, secure, aesthetic, healthy and prosperity’. This study provides further recommendation in the environment and utilities components for the new development in the future.

Service provider switching: a study on the switching process in retail banking

In a business environment that is characterized by intense competition, building customer loyalty has become a key area of focus for most financial institutions. The explosion of the services sector, changing customer demographics and deregulation and emergence of new technology in the financial services industry have had a critical impact on consumers’ financial services buying behaviour. The changes have forced banks to modify their service offerings to customers so as to ensure high levels of customer satisfaction and also high levels of customer retention. Banks have historically had difficulty distinguishing their products from one another because of their relative homogeneity; with increasing competition,the problem has only intensified with no coherent distinguishing theme. Rising wealth, product proliferation, regulatory changes and newer technologies are together making bank switching easier for customers. In order to remain competitive, it is important for banks to retain their customer base. The financial services sector is the foundation for any economy and plays the role of mobilization of resources and their allocation. The retail banking sector in India has emerged as one of the major drivers of the overall banking industry and has witnessed enormous growth. Switching behaviour has a negative impact on the banks’ market share and profitability as the costs of acquiring customers are much higher than the costs of retaining. When customers switch, the business loses the potential for additional profits from the customer the initial costs invested in the customer by the business get . The Objective of the thesis was to examine the relationship among triggers that customers experience, their perceptions of service quality, consumers’ commitment and behavioral intentions in the contemporary India retail banking context through the eyes of the customer. To understand customers’ perception of these aspects, data were collected from retail banking customers alone for the purpose of analysis, though the banks’ views were considered during the qualitative work carried out prior to the main study. No respondent who is an employee of a banking organization was considered for the final study to avoid the possibility of any bias that could affect the results adversely. The data for the study were collected from customers who have switched banks and from those who were non switchers. The study attempted to develop and validate a multidimensional construct of service quality for retail banking from the consumer’s perspective. A major conclusion from the empirical research was the confirmation of the multidimensional construct for perceived service quality in the banking context. Switching can be viewed as an optimization problem for customers; customers review the potential gains of switching to another service provider against the costs of leaving the service provider. As banks do not provide tangible products, their service quality is usually assessed through service provider’s relationship with customers. Thus, banks should pay attention towards their employees’ skills and knowledge; assessing customers’ needs and offering fast and efficient services.

Consumers perception and evaluation of fresh cut buying attributes: a survey on the Italian market

During the last twenty years, consumer choice in high income countries is no longer merely dictated by price and the organoleptic characteristics of a product, but also by other features some of which are not patently tangible. The growing importance of such attributes in the process of consumer choice is not only due to income increase, but also to changes in lifestyle such as migrations from the countryside, a generalized urbanization and consequential city life style, female emancipation and work outside the domestic walls for women, the drastic decrease in hard physical labor and the process of internationalization. The present survey study aims to explore the importance that Italian consumers give to fresh cut buying attributes and which of these attributes should be taken into consideration by industries in order to satisfy the needs of the most critical shoppers. Where possible, market and survey data for fresh cut products will be compared with those for cooked products and before presenting the results and conclusions of the study, the technical issues of processing will be highlighted owing to the fact that they affect the marketing of these products, the recent market situation with regard to consumption will be illustrated and the methodology used will be described.

The stakeholders‟ involvement in the process of building and maintaining a destination brand

A destination is a place that attracts visitors for a temporary stay to participate in tourism related activities or non- activities. Globalization, the increased number of travelers and the increased buying power have increased the competition between the destinations and the destinations have become more substitutable. It has been agreed that destinations can be branded as well as products and to be competitive it is getting common to brand destinations. Destination Marketing Organizations (DMOs) are responsible for the marketing of an identifiable destination. The purpose of this study is to present an exploratory study of how a destination marketing organization creates and builds a strong destination brand and how the stakeholders have been involved in the process. The study is done with a qualitative case study approach. The case study was chosen as the research method to make a detailed and intensive analysis of the research objective, in this case the destination brand of Brazil and its stakeholders.

Decisão making or buying: uma aplicação em células de manufatura de uma indústria de produção mecânica

In order to maintain the competitiveness the companies seek for cost reduction and resource optimization. A product or service price is calculated considering direct and indirect costs involved in its fabrication, which means that if an intern indirect process is optimized, the final price of the product is also reduced and becomes more interesting to the final costumer. Considering this reasoning, the companies must evaluate each of their processes and optimize them. It is common to outsource intern products manufacturing as a cost reduction strategy, nevertheless when there are already resources and capability to produce the own goods, it becomes necessary to evaluate the economic gain that each strategy - make or buy - generates. This paper aims to evaluate the necessary support to take a decision regarding making or buying in a production cell of hoses based in the value of economic cost, system cost and decision process