Robert C. Erffmeyer

A content analysis of outcomes and responsibilities for consumer complaints to third-party organizations ☆

Abstract Building on theoretical and empirical foundations in the consumer complaint behavior (CCB) literature, this study investigates outcomes and responsibilities for consumer complaints made to a governmental third-party organization. Using a content analysis of complaints made against insurance salespeople and companies, the present study explores the factors that lead to third-party complaints, including an analysis of specific practices and roles involved in sales and marketing strategy and implementation. In contrast to much of the research in CCB, this study examines actual complaint documentation, considers perspectives of each participant in the dispute, and assigns responsibility for the complaint situation. The results of this study suggest that the strategies developed by organizations, not salesperson practices, create the largest share of third-party complaints. This study provides impetus for marketers to reconsider the design of sales and marketing strategies and the role of salespeople and organizations in complaint situations.

An Exploratory Study of Sales Force Automation Practices: Expectations and Realities

Research on sales force automation has generally focused on the adoption of individual technologies with relatively little attention paid to integration of those technologies to the entire sales process. This objective of the study was to explore current company practices that involved initial goals, implementation practices, outcomes and evaluation measures used in the process. Findings suggest that some planning and evaluation practices have been used in automating the sales process. However, systematic formal planning and evaluation practices were not widely adopted. Improved communication with the client and access to information were the most frequent positive outcomes. Underestimating overall project costs and the amount of training required were the most frequent negative experiences. Suggestions for improving the adoption of sales force automation practices are offered.

A Critical Review of the Literature for Sales Educators.

The Journal of Marketing Education is publishing a special issue on Sales Education and Training in August 2014. In this article, we review the sales education literature from four primary journals and the business literature at large. The four primary journals are the Journal of Marketing Education, Marketing Education Review, Journal of Education in Business, and the Journal of Personal Selling & Sales Management. Of the 107 identified articles, experiential learning, assessment, and career development were the three most prominent topics. Future research opportunities in sales education, including those for the special issue, are offered across nine topical areas.

Standards for determining the quality of online MBA education: a survey of accredited programmes

Students wishing to enroll in an online MBA programme have a wealth of information available via the internet. While there are many choices of programmes at every cost level, few standards have been established to allow programme comparisons. Because standards are not applied and/or reported by the individual institutions, there is no universal standard set of criteria by which students may judge online MBA programme quality. This paper discusses variables related to programme quality in the areas of institutional commitment and student services. We report data from online programmes meeting the initial quality standards of the Association to Advance Collegiate Schools of Business (AACSB), a national accrediting body for MBA programmes. Only 15% (5 of 33) of the accredited online MBA programmes examined here meet all 12 quality indicators. Results of analysis of the variables by cost quartile show that even the highest cost MBA programmes fail to meet many of these quality indicators.

Traditional and high-tech sales training methods

Abstract One of the most critical issues facing todays sales manager is cost-effective sales training. Many firms are substantially increasing investment in sales training; however, little research has studied the usage and effectiveness of various sales training methods. This article compares and contrasts the usage and perceived effectiveness of high-tech and traditional approaches to sales training. Findings suggest that despite optimistic predictions, high-tech training methods have not been widely adopted and use of these methods is expected to increase only modestly in the next several years. Traditional sales training methods, such as role playing, continue to be widely used. In terms of perceived effectiveness, managers rated methods high in participant involvement and trainer interaction as the most effective in achieving selected training objectives.

Sales Training Practices: A Cross‐national Comparison

The aftermath of the 1990 Middle East war and the region′s subsequent exposure to Western technologies and lifestyles has contributed to an accelerated opening up of Arabic culture to Western ideas. Often relegated to a secondary role in the Arab culture, changing market conditions have helped increase the importance of many marketing functions and, in particular, personal selling. Given the increased importance of personal selling in a high context culture, such as that of Saudi Arabia, the development of a qualified salesforce should significantly improve a firm′s competitive position. This exploratory study examined the extent to which sales training philosophies and practices differ between Saudi Arabia and the United States. Findings reveal the limited extent of Saudi sales training programmes and offer insight into the future development of marketing and sales training in this Arab culture as well as implications for both Arab and foreign businesses.

Assessing the Value of an Undergraduate Marketing Technology Course: What Do Educators Think?

Technology can be infused into existing courses, or a unique technology course specific to this need can be developed. We surveyed decision makers at AACSB member institutions to assess the value of incorporating technology into the curriculum, and the means by which it is done. A majority agree that teaching marketing technology is of present and growing importance. However, few schools offer the dedicated course in marketing technology. Based on survey findings, this paper advocates the dedicated technology course where feasible, and provides ideas for overcoming identified teaching obstacles. Directions for future research are also explored.

Championing Technology in Marketing Education: Assessing the Value of a Discipline-Specific Technology Course

Several approaches are available for adding technology to the marketing curriculum. These range from using technology as a course supplement to infusion of technology into existing courses to creating discipline-specific marketing technology courses. This paper examines the discipline-specific marketing technology course and the experience with it at one Midwestern University. Following a review of technology-based approaches, the mechanics of the discipline-specific technology course are discussed. Also reviewed are survey feedback results from graduates that had successfully completed the course. We conclude with implementation challenges and recommendations.

Students’ Study Abroad Experiences: Gaijin in Japan

As markets have become more global, educational training in America needs to follow. Educational institutions responses to the demand for more global education have ranged from increasing the global coverage in courses to offering overseass’ study experiences. This study explored the nature and content of cultural training programs provided to American students studying abroad. Results obtained from a sample of American students studying in Japan suggested that most cultural orientation programs fall short of addressing critical orientation issues. Implications and recommendations for improving study-abroad orientation programs are provided.

The future of sales training: making choices among six distance education methods

Previous research has revealed that sales trainers have been reluctant to incorporate distance education training methods into their programs. This study investigated the effectiveness of six different teaching methods in delivering one sales training course to a national salesforce from one organization. Training methods ranged from no‐tech to high‐tec and included: an on‐site instructor, a written manual, a manual plus videotape, video‐conferencing, audio‐graphics and an interactive multi‐media computer‐based training program. Pre‐ and post‐training evaluations of course content indicated significant improvements. Media were evaluated in terms of training required, number of participants to be trained and other technical considerations. Measures of course content revealed no significant differences in terms of delivery methods. Strengths, weaknesses and situations for optimal utilization of media and delivery method were identified. Findings should assist sales training managers in making more informed choices among distance education delivery options.