Ivy S.N. Chen

Relationships and performance of trade intermediaries: an exploratory study

Purpose – The purpose of this study is to examine the impact of relationship coordination on the performance of trade intermediaries.Design/methodology/approach – This study uses a model of interfirm governance involving multiple members – customers, suppliers and a firms internal members. In supply chains involving more than two members, the dyadic approach to studying business relationships is inadequate. Dyadic relationships are often influenced by other connected relationships. Thus, this study provides a broader understanding of relationship management in the supply chain.Findings – A major task of intermediaries is to facilitate the flow of materials, information and resource along the supply chain. Growth in outsourcing and competition between supply chains have created a need for intermediaries to manage relationships with other members in the supply chain. How should intermediaries manage these relationships for success? Are there positive linkages between supplier relationship management, custo...

Successful strategies of newly industrialised east Asian firms in Europe

This article presents the findings of a study of the successful international marketing strategies and organisational approaches of a group of South Korean, Taiwanese, Hong Kong and Singaporean firms in Europe. Successful firms were found to be more proactive in seeking growth opportunities and were more committed to their markets. They had more aggressive market share objectives, more informal structures and had introduced more products into their target markets. Successful firms had closer relationships with their parent companies and greater autonomy in strategy and pricing decisions. The products of successful firms were also more standardised.

Shopping motivation as a moderator in the retail service evaluation

Purpose – Prior research explores the moderating effects of age and gender on the relationships in the comprehensive service evaluation model, but it ignores the role of contextual variables. The study aims to test the moderating effect of an important contextual variable (shopping motivation) on the service evaluation process. Design/methodology/approach – Responses were collected from 2,727 shoppers in six retail categories (cosmetics, electronics, fashion, jewelry, telecommunication services, and department stores) using a mall-intercept approach and all the hypotheses were tested using structural equation modeling technique. Findings – The study finds that relationships among sacrifice, value, satisfaction, and behavioral intentions are stronger in retail categories with utilitarian vs hedonic shopping motivation. In contrast, the relationships among service quality, value, satisfaction, and behavioral intentions are stronger in hedonic vs utilitarian retail categories. Research limitations/implicatio...

Relationship configurations in the apparel supply chain

Purpose – This study aims to identify the types of relationships that intermediaries form with their suppliers and customers in the apparel supply chain and their implications for performance.Design/methodology/approach – Cluster analysis was conducted on the supplier and customer relationships of 90 trade intermediaries in the apparel industry.Findings – Three configurations were identified: moderately dependent relationships with suppliers and customers and moderate flexibility upstream; highly dependent relationships with suppliers and customers but low flexibility upstream; and relationships with suppliers and customers that are low in dependence. Performance of firms using these configurations differed. Firms that cultivated some dependence upstream and downstream performed best. Firms with highly dependent relationships with suppliers and customers but low flexibility upstream performed almost as well. This group was highly skilled in relationship management. Firms that maintained low dependence wit...

Exploring the Role of IND–COL as a Moderator in the Comprehensive Service Evaluation Model

ABSTRACT Prior research shows that a comprehensive service evaluation model best explains the relationships among perceived service quality, sacrifice, value, satisfaction, and behavioral intentions; however, it ignores the influence of culture on these relationships. This article tests the moderating effects of the individualism–collectivism dimension of national culture on all the relationships in the comprehensive service evaluation model. Findings from a large-scale study across six retail categories (cosmetics, electronics, fashion, jewelry, telecom services, and department stores) show significant differences in the strength of relationships in the service evaluation process between shoppers from individualistic versus collectivistic cultures.

Human capital for supply chain management capabilities: a study of international trade intermediaries

This paper examines the impact of supply chain management (SCM) capabilities on the performance of international trade intermediaries (ITIs). SCM capabilities here are defined as supplier management capabilities, customer-focused capabilities and business process capabilities. Research has been undertaken using a study framework that incorporates the role of human capital (HC) in SCM. A survey of 147 ITIs showed that SCM capabilities are associated with performance and that HC moderates this relationship. Interpretation of the research findings is made in the light of the context of the study, which has involved small-sized ITIs and low-to-medium priced products. HC is the most difficult category of resource residing in firms to imitate and this study directs attention to the ‘everyday’ skills for implementing SCM that support the success of ITIs.

Tourist Shoppers’ Evaluation of Retail Service: A Study of Cross-Border versus International Outshoppers

This article extends the concept of customer perceived value (CPV) to the tourist outshopping context and explores the differences in antecedents and outcomes of CPV between cross-border and international outshoppers. A large-scale field survey in Hong Kong with cross-border outshoppers from mainland China and international shoppers from four Western countries (Australia, Canada, the United Kingdom, and the United States) shows that perceived product quality, risk, and value for money have a stronger effect on CPV for cross-border outshoppers, and employee service quality and lifestyle congruence for international outshoppers. CPV also has a stronger positive effect on satisfaction, word of mouth, and repeat purchase intentions for cross-border outshoppers, whereas satisfaction has a stronger positive impact on word of mouth and repeat purchase intentions for international outshoppers. We discuss the conceptual contribution and managerial implications of our findings for international retailers, researchers, and tourism organizations.

Shanghai GM's Marketing Strategy for the China Market

Demand for passenger cars in China had been growing at more than 10% annually. Changing buyer expectations, increasing competition and an inefficient distribution system were challenges that car manufacturers faced as they sought to expand into China. This case describes the socio-economic developments in China, the competition and government policies affecting the passenger car industry. This case explores how Shanghai General Motors (SGM) adapted their brand and channel strategies to respond to these changes in the environment.

Federal Express: Expansion Strategies for the China Market

Chinas expanding trade had fuelled the increase in demand for express services. The government was expected to open the industry fully to foreign players by end 2005. Foreign express firms planning to enter or expand in this fast growing market would face a number of challenges — an underdeveloped and disparate transportation infrastructure, complicated and unclear customs procedures, protectionism by local government, and tight business control and bureaucracy. Federal Express initially used a local pick-up and delivery agent to serve the China market. Dissatisfied with its low market share after years of operating in China and convinced that the market would grow rapidly after the countrys accession to the WTO, the senior management at FedEx decided to re-examine their long-term marketing strategy in China. The case examines the air express business in China and FedExs alternatives for expansion.

Gucci: Facing Growing Challenges in China

High economic growth, increasing disposable incomes and an emerging middle class that was optimistic about the future had created a booming market for luxury goods in China. Growing wealth was accompanied by greater willingness to spend and travel. Many Chinese now had the opportunity to travel for business and leisure and this had increased their exposure to luxury brands and lifestyles overseas. The culture of gift giving for business as well as social reasons was also fuelling this demand. Luxury goods were also a symbol of success in this emerging market. Gucci had seen tremendous growth in China but of late, this growth had stagnated due to the slowing economy and the government’s crackdown on corruption. The preferences of Chinese consumers were also changing.The case illustrates some problems luxury brands faced in China as the market matured and how environmental changes affect the marketing strategy of luxury brands. The case provides students the opportunity to suggest ways on how Gucci should move forward.