David J. Faulds

Service quality in a retail channel system

Focuses on quality service issues as they relate to channel retail systems, providing insights into the type of channel systems rewards that are given to distributors that produce superior service quality, and providing insights into the determinants of service quality in retail channel systems. Examines the relationship between retailers and consumers in the consumer beverage industry. Provides implications for managers and researchers.

Salesforce automation, perceived information accuracy and user satisfaction

Purpose – This paper examines how perceptions about salesforce automation (SFA) systems are influenced by the perceived accuracy of the information the system provides.Design/methodology/approach – Three hypotheses are tested. They are as follows. Sales people who perceive that the information is inaccurate will be less likely to: have a positive perception of the system; think that their training was helpful; and think that the system improves their productivity. Chi‐square tests are used to test the association between the perceptions of information accuracy and the statements in the hypotheses.Findings – Negative perceptions about the accuracy of information leads to negative perceptions about other aspects of the SFA system.Research limitations/implications – This study examines the results for only one particular organization. The results may not be generalizable to other organizations. As similar data about other SFA systems become available, this study can be used as a basis for examining the effec...

Developing a Social Media and Marketing Course.

This paper describes the process used and experiences gained in developing a social media and marketing course. As the first known paper on this topic appearing in the marketing education literature, the paper provides educators with a framework for developing similar courses. The course was developed using a sound instructional design model, the Kemp Instructional Model, and was continuously improved over a four-year cycle. The course concept entailed four distinguishing characteristics: an experiential-learning approach, a nontraditional class format, a practitioner orientation that focused on the use of social media in marketing, and the integration of a Learning Community (LC) that consisted of multiple participants with different professional perspectives and areas of expertise. Based on quantitative and qualitative evaluations collected over a four-year period from all members of the LC, the course was found to be highly successful in achieving all course objectives.

Evidence on Agglomeration in Quality Space--Revisisted

This paper extends the results of C. Hjorth-Andersen (1988) by examining agglomeration in quality space for 16,257 consumer products tested by Konsument and Test magazines. These magazines have tested and evaluated quality characteristics for a large number of brands of different consumer products, thereby indicating brand positions in quality space. The results indicate that markets for consumer products cluster around average and high quality. Manufacturers tend to provide consistent attribute qualities. The results remain consistent for different product classifications and different definitions of quality space. Copyright 1993 by Blackwell Publishing Ltd.

Requirements Fulfillment: A Missing Link between Requirements Determination and User Acceptance

Large information systems often span various functional areas of an organization and are used by different groups across several levels of the organization. When fulfillment of requirements in an information system is deficient for a functional area or an organizational unit, lower levels of acceptance among certain user groups may occur. This article explores the relationship between user acceptance of an information system and the degree of information requirements fulfillment for various user groups.

Adapting geodemographic information to army recruiting: the case of identifying and enlisting Private Ryan

The primary objective of this research was to develop a segmentation model for the United States Army Recruiting Command Headquarters (USAREC), located at Fort Knox, Kentucky. The segmentation model was based on the MicroVision geodemographic system, developed by National Decisions Systems. Cluster analysis was used to develop the segmentation model. The research resulted in identifying 18 unique segments, or clusters, that were based on demographic and socioeconomic variables. The second objective of the research was to predict contract production within each market segment. The results of this portion of the analysis have allowed USAREC to more effectively establish and evaluate contract production goals across the command structure. The methodology employed in the research has wide applications to both the military and other service organizations that use geodemographic systems in their marketing programs.

The role of disqualification factors and double counting in estimating the market potential for consumer services

Purpose – The purpose of this paper is to review issues pertaining to estimating market potential for consumer services which may cause underestimates of market potential and result in inappropriate marketing strategies. Particular attention is paid to the issue of double counting disqualified individuals.Design/methodology/approach – The process of estimating market potential for consumer services is described. Attention is paid to the role of factors that disqualify groups of individuals from inclusion in the relevant market and the problem of double counting disqualified individuals. Secondary data for enlistees in the United States Army are used to illustrate the process.Findings – The United States Armys estimate of its market potential was approximately twice as large as previous estimates when the double‐counting of disqualified individuals was eliminated.Research implications/limitations – This is the first study appearing in the academic literature that directly addresses the issue of double‐cou...

Product Test Data for Processed Foods

This study investigates the price-quality relationship between national and private label brands of processed food products. Price-quality correlations and regression analyses indicate a weak relationship between price and quality for most food products. Consumers pay substantially more for national brand products, even though there appears to be no difference in objective quality between national and similar private label brands. Larger package sizes are offered at lower unit prices for most products; however, for most products there was no difference in package sizes between national and private label brands.