Jack Dart

Measuring market orientation: A multi‐factor, multi‐item approach

The marketing literature reflects remarkable inconsistency in defining two of its most frequently used terms, “the marketing concept” and “market orientation”. Through a critical review of the marketing literature and an empirical analysis of data collected from 248 Canadian firms, the authors established a four‐component measure of “market orientation”. The resulting multi‐factor, multi‐item instrument provides a foundation for future studies.

The market orientation of Chinese enterprises during a time of transition

As China moves from a command economy to one more directed by customer demands, its enterprises must acquire an entirely new understanding of the purpose of business. The marketing concept appears to offer an approach to management that is dramatically new to China but much needed in its current state of development. Reports the results of an empirical study concerning the market orientation of various types of Chinese enterprises based on their size, location, ownership and sector. The data suggest substantial differences between the various types of operations. Since the existing literature relating to market orientation is devoted almost exclusively to Western business settings, this study provides benchmark data that may be used to track the evolution of an economy that is in the midst of a dramatic economic transition.

The impact of economic liberalization on marketing practices in the People′s Republic of China

China′s ambitious economic reforms, which began in the late 1970s, were designed to revitalize existing enterprises. As part of this reform, various Western marketing practices were introduced into the economy. Since the current Chinese economic system is a hybrid, combining elements from both planned and market economies, the role of marketing in this setting may be quite different from that in Western countries. Through an analysis of empirical data collected from 282 Chinese enterprises, explores the adoption and nature of marketing practices among Chinese enterprises and the extent to which they differ between the state‐owned and collective/privately owned enterprises; between enterprises in the coastal cities and inland cities; and between small and large enterprises.

Dissatisfaction response styles among clients of professional accounting firms

Abstract The marketing of professional services to business clients has received very little research attention. Many professional service firms report declines in client satisfaction levels yet little is known about the dissatisfied business user. This study examines the response styles of dissatisfied users of accounting services. Based on data generated from a mail survey of business owners and managers, four distinct types of respondents were identified based on their complaint behaviors. A description of each respondent type is presented. The article concludes with a discussion of the implications of the findings for the managing partners of such organizations.

Time Management Skills of Undergraduate Business Students

Abstract In this article, we examine the level of time management skills found among undergraduate business students. A procedure is described that assesses how well such students allocate their available out-of-class study time to the various courses taken in a semester. In addition, we examine several variables to determine their impact on time-budgeting effectiveness.

Sales Technology Applications: The Acquisition and Use of Sales Force Automation by Mid-Sized Manufacturers

The decade of the nineties has seen considerable attention devoted to the application of information technology to the sales force. This paper reports on an empirical investigation into the factors that relate to the acquisition and effective use of sales force automation. Several correlates relating to the firms acquisition of sales force technology were identified. In contrast, relatively few variables appear related to whether or not the organization will realize any actual benefits from such investments. A key determinant appears to be whether the firm anticipates that sales force automation is likely to have an impact on areas of the organization extending beyond the sales force itself. The paper concludes with some implications of the findings of the investigation and some suggestions for future research.

A Comparative Analysis of Managerial Practices among SMEs from Malaysia, Singapore, and Thailand

The primary purpose of this article is to compare and contrast the managerial practices and problems faced by the SMEs operating in Malaysia, Singapore, and Thailand. While such a comparative analysis has been done in the past, this study differs from previous studies in two ways. First, the same questionnaire is used across the three countries thus allowing for more consistent comparison. Second, this study is the first to examine human resource management problems and practices.

SMALL-CLIENT PERCEPTIONS OF ACCOUNTING AND LEGAL SERVICES

ABSTRACT As the economic environment grows ever more complex, many SMEs have become increasingly dependent on the expertise of professional service providers. This research was directed to six hypotheses designed to probe three aspects of the SME- service provider relationship; service quality, dependence, and SME complaint behaviours. Two versions of a mail questionnaire were employed, one relating to accounting services, the other to legal services. Although five of the six hypotheses received overall support, the results reveal that a dynamic relationship exists between SME and professional service provider, one that is affected by both the type of service and the size of the SME. The results should prove of particular value to professional services firms interested in developing a more market oriented practice.

Managing Industrial Middlemen in the Small Technology‐based Firm

On‐site interviews were conducted with distribution managers in 20 technology‐based manufacturing firms located in Canada. The managers were asked to indicate the thoroughness with which they identified, selected, and recruited middlemen. Perceptions of the importance and success accorded each activity were also obtained. The results indicate that although many criteria are used or consulted, the thoroughness with which the activities are undertaken is significantly less than maximum. Additional analysis suggests that success in conducting these activities may be related to the perceived importance of each activity, and the thoroughness of the processes employed.

Lawyer’s Perceptions of Client Dissatisfaction

Many professionals have developed an interest in issues relating to the marketing of their services. In spite of the increased use of marketing techniques, there is some question as to whether a true sensitivity to client needs has been developed. One test of such a proposition is to consider how firms of professionals respond to client dissatisfaction. This paper describes a study conducted among managing partners from 147 law firms. The results suggest that while some lawyers are sensitive to client dissatisfaction, relatively few firms have implemented any policies regarding complaint management.