Myroslaw J. Kyj

Customer Service: Product Differentiation in International Markets

Oligopolistic markets typically revert to some form of non‐price competition in order to differentiate their goods and services. Customer services that are associated with tangible product offerings present an opportunity for firms attempting to differentiate themselves. This article presents findings that suggest the stated preferences for customer services in selected customer markets is heterogeneous, thereby enabling providers of services to differentiate themselves according to the needs of existing market segments.

Customer service as a competitive tool

Abstract This article examines the use of customer service as a competitive weapon in industrial markets. The data base consists of respondents from industrial firms throughout the United States. While the vast majority of respondents indicated a willingness to use the service option, only a few had an organizational customer service philosophy as embodied in a written customer service policy statement. An analysis of the data concluded that firms which had a written customer service policy were more likely to use customer service as a competitive weapon. Furthermore, there firms also assigned greater importance to respective customer service attributes.

What happens when new competitors enter an industry

Abstract This article examines the impact that evolving competitive environments have on traditional business relationships in the baking industry. The entry of supermarket in-store bakeries and franchised donut shops not only has significantly altered the competitive reality but also has sown the seeds of mistrust among long-established business partners—retail bakers and bakery ingredients distrobutors. The article also shows how disequilibrium within the retail baking industry offers an opportunity for new competitors to consolidate and enlarge their market penetration, and the need for the traditional players to redirect their marketing strategy.

Is a Global Customer Service Policy Desirable

Customer service has long been recognised as the output of an organisation′s logistics effort. There is some evidence that suggests that the types and levels of customer service desired are contingent on a particular industry or position within the marketing channel. Most of these investigations, however, have emphasised only regional or national relationships. Logistics by its very nature has a significant international orientation and therefore it is necessary to understand the role of customer service from an international perspective. However, it is not clear whether an international customer service policy is feasible or for that matter even desirable. This article develops a framework for studying customer service across national boundaries. While it may be desirable to print warranties in local languages, measurable factors such as average delivery time and product tracing retain their traditional importance.

The Moral Community: An Additional Dimension to Individualistic Rationalism

In today′s complex and interdependent society the meaning of the individual and the meaning of the community become critical for the functioning of a well‐ordered society. Examines the basic flaw in classical economic reasoning which promotes an anti‐social meaning of reality. Namely, its premisses limit reasoning to the analytical meaning of the individual isolated from significance given to the importance of community. Draws the conclusion that the scientific paradigm of economic thought is limited in its ability to account for the ethical and moral functioning of individuals as part of a moral community. It is a theory of reasoning with little regard for broader human ends than self‐interest efficiency. However, when the economic “technique” is applied to society it becomes normative for behavioural definitions.

Comparative property values in the USA and Ukraine

Reviews the history of privatization of residential real estate and the development of an embryonic real estate marketing system in Kiev, Ukraine. These changes since the fall of communism partially explain reported differences and similarities in rents and values in Kiev when compared with Philadelphia in the USA. In general, residential values are very high in central Kiev, an area influenced by substantial inflows of Western governmental and business demand. On the other hand, prices and rents per square foot are very low by Philadelphian standards in all other areas of Kiev. An inefficient marketing system may explain the much larger variations that seem to exist in all ratios studied in Kiev compared with Philadelphia.

International Customer Service as a New Competitive Tool

This article examines the use of customer service as a competitive weapon in industrial markets. The database consists of respondents from industrial firms throughout the United States. While the majority of respondents indicated a willingness to use the service option, only a few had an organisational customer service philosophy as embodied in a written customer service policy statement. An analysis of the data concluded that firms with a written customer service policy were more likely to use customer service as a competitive weapon. Furthermore, these firms also assigned greater importance to respective customer service attributes.

The Role of Marketing in the Evolution of Residential Real Estate in Kiev, Ukraine

This paper looks at the way the Ukrainian residential real estate market has evolved in Kiev, Ukraine through an analysis of primary sources. Real estate information bulletins from three different agencies are studied over a period of four years. The scope and sophistication of marketing has clearly improved and there is strong evidence for growing professionalism within the industry. The authors suggest that improved marketing practices have had an impact in improving the quality of information available to Ukrainian consumers.

The Commercial Piracy of Intellectual Property

This paper looks at the growing problem of intellectual property theft in terms of the direct damages it inflicts on an economy but also the less obvious injury inflicted on reputation. Reasons for the growth of intellectual property piracy are reviewed along with current countermeasures to stem the tide.

Marketing Strategies for Financial Instruments in Ukraine

Emerging from the collapse of the Soviet empire, Ukraine is confronted with a number of marketing obstacles in tapping global financial markets. A significant problem is overcoming the aftereffects of centuries of colonial rule which directly contributed to low awareness of Ukraine worldwide. Since Ukraine lacks a track record, apart from its Soviet past, on which to judge credit worthiness, it faces serious skepticism from investors with regard to its potential issues. Therefore, it would be wise as a first step to target friendly markets for its securities, such markets as the worldwide Ukrainian Diaspora, to establish a credit record that can be used as evidence of fiscal responsibility before the world community.