Cindy Claycomb

The influence of brand recognition on retail store image

Investigates the relationship between brand characteristics ‐ awareness level and image ‐ and their influence on consumers’ perceptions of retail image. Proposes a model of relationships between the number of recognizable brands carried by a retail establishment, the presence/absence of an anchor brand, and perceptions of retail image. Presents the analysis and results of a study designed to test the model. In addition, develops and tests a measure of retail store image. Indicates that one tactic for ensuring a favorable retail store image is a merchandise mix composed of a relatively high number of brands possessing high brand awareness, and one or more brands with a strong brand image. Offers recommendations for both brand and retail managers.

The Effect of Just‐in‐Time with Customers on Organizational Design and Performance

Faced with environmental volatility and increased competition, firms are turning to supply chain management and associated time‐based initiatives to develop sustainable competitive advantages. This research examines just‐in‐time (JIT) as one such logistics strategy. While prior research has focused on internal and upstream JIT (i.e., production and purchasing), the present research examines the extent to which exchange with downstream customers is just‐in‐time oriented. The results of the research show that JIT with customers is associated with organizational designs that are more decentralized, integrated, and formalized and with better performance in terms of less finished goods inventory and higher overall financial performance. The analysis controls for firm size, production technology, and tenure of the senior logistics executive and shows that the effects of JIT with customers on organizational structure and performance are, with a limited number of exceptions, relatively robust.

Does Knowledge Mediate the Effect of Context on Performance? Some Initial Evidence

This research examines the links among four firm context variables, knowledge, and financial performance. Adopting a knowledge-based, contingency view of the firm and assuming that strategys locus is knowledge creation and application, we hypothesize that knowledge completely mediates the effects of context on performance. The results from analyzing 208 manufacturers found a positive relationship between applied knowledge and financial performance, but none between knowledge creation and performance. As for context, production technology routineness and low demand unpredictability were positively related only to greater applied knowledge; high technological turbulence was positively related to both knowledge creation and knowledge application; and firm size had no effect on either knowledge construct. No direct context-performance relationships were found (i.e., all effects were indirect): knowledge, in particular applied knowledge, completely mediated the impact of context on performance.

Building customer relationships: an inventory of service providers’ objectives and practices

A study of 205 US commercial service providers, representing 31 two‐digit SIC codes, identified companies’ customer relationship‐building objectives and practices. Of 42 possible relationship‐building objectives, the four rated as top priorities were: encouraging customers to think of the firm first when considering a purchase; providing better service; encouraging customers to speak favorably about the firm; and encouraging customers to trust the firm. Answers to open‐ended, exploratory questions revealed 18 categories of relationship‐building initiatives. The findings suggest that “customer relationship‐building” means different things to different people and that practices to build such relationships vary considerably. By inventorying the range of relationship‐building objectives, quantifying their priority levels, and identifying specific practices used to build customer relationships, a greater understanding of current practices was achieved. Thus, the findings promise to benefit researchers, practit...

Total system JIT outcomes: inventory, organization and financial effects

Despite anecdotal evidence of the performance implications of just‐in‐time (JIT) implementation, little empirical research has been conducted. Examines total system JIT’s empirical relationships with a variety of performance outcomes. Total system JIT encompasses JIT purchasing, JIT production, and JIT selling. In a mail survey of 200 logistics executives, total system JIT was found to be: inversely related to weeks of inventory (inclusive of inbound, in‐process, and outbound); inversely related to the number of layers in various functional areas (e.g. marketing); and positively related to three different indicators of financial performance (ROI, profits, and ROS). Results, managerial implications, and further research are discussed.

Riding the Wave: Response Rates and the Effects of Time Intervals between Successive Mail Survey Follow-up Efforts

Abstract We investigate a mail survey research issue that has received little attention in the literature: the timing of follow-up efforts. Our data indicate that there is no relationship between the number of elapsed days between waves and response rate; these findings are based on follow-up mailings sent to each of 20 different treatment groups, testing follow-up intervals ranging from three to 60 days. The implications of these findings are quite meaningful. When timeliness of mail survey responses is an important consideration, or when history and maturation biases are legitimate concerns, survey researchers should follow up sooner rather than later. A quick follow-up strategy will not jeopardize response rates.

Building customer relationships: An inventory of service providers' objectives and practices.

A study of 205 US commercial service providers, representing 31 two‐digit SIC codes, identified companies’ customer relationship‐building objectives and practices. Of 42 possible relationship‐building objectives, the four rated as top priorities were: encouraging customers to think of the firm first when considering a purchase; providing better service; encouraging customers to speak favorably about the firm; and encouraging customers to trust the firm. Answers to open‐ended, exploratory questions revealed 18 categories of relationship‐building initiatives. The findings suggest that “customer relationship‐building” means different things to different people and that practices to build such relationships vary considerably. By inventorying the range of relationship‐building objectives, quantifying their priority levels, and identifying specific practices used to build customer relationships, a greater understanding of current practices was achieved. Thus, the findings promise to benefit researchers, practit...

Applied process knowledge and market performance: the moderating effect of environmental uncertainty

Challenges the idea of an unconditional and positive influence of knowledge on performance without regard to environmental uncertainty. Focuses on applied process knowledge spanning the supply chain (i.e. considers supplier, internal, and customer sources). A survey of 208 manufacturing firms found the association between applied process knowledge and firm market performance is positive and statistically significant when demand unpredictability is high (but not when low); statistically significant when product churning (uncertainty) is high (but not when low); and not moderated by core production or logistics process change. Firm size and production technology were also controlled. Firms that can determine the moderating effect of the different types of environmental uncertainty they face upon their knowledge‐performance relationship will perform better in terms of market performance indicators.

Applied product quality knowledge and performance: Moderating effects of uncertainty

This research challenges the idea of an unconditional and positive influence of knowledge on performance without regard to environmental uncertainty. We focus on applied product quality knowledge spanning the supply chain (i.e. supplier, internal, and customer quality sources are considered). A survey of 208 manufacturing firms examined the moderating influence of product churning (uncertainty) and demand unpredictability on the association between applied product quality knowledge and firm performance. We also controlled for firm size and production technology. Firms that can determine a fit between their product quality knowledge application and the types of environmental uncertainty they face will perform better in terms of market and financial performance indicators.

Salesperson Wellness Lifestyle: A Measurement Perspective

The domain of personal selling research provides a foundation for the importance of understanding the relationship between a salesperson’s ability to cope with job-related stress and its influence on that salesperson’s overall selling and job performance. However, research clarifying what variables facilitate the development of coping resources necessary for a salesperson to develop more effective adaptive coping strategies for job-related stress is lacking. Coping resources are factors in place before the stressors occur—factors salespeople can draw upon that enhance their abilities to better manage the effects of job-related stress. A wellness lifestyle, one promising factor, has been hypothesized to potentially enhance a salesperson’s coping resources necessary for the development of effective coping strategies. However, empirical research investigating a wellness lifestyle construct has been slow to develop. This study develops a measure of salesperson wellness lifestyle, assesses its psychometric properties, and presents managerial implications and directions for future research.