Thomas L. Powers

Reverse logistics capabilities: antecedents and cost savings

Purpose – The use of reverse logistics has received increased attention in the literature, although the role that reverse logistics capabilities plays in enabling firms to achieve cost savings has not been empirically examined. Reverse logistics capabilities can enable retailers to enhance their return policies and improve their overall cost position. This paper aims to address these issues.Design/methodology/approach – Based on a survey of 295 retailers, this paper evaluates the influence of customer and retailer related antecedents of reverse logistics capabilities and their subsequent impact on cost savings.Findings – The results indicate that resource commitments and contractual obligations positively influence reverse logistics capabilities and that these capabilities result in cost savings. Customer opportunism is found to be negatively related to reverse logistics capabilities. It is also reported that reverse logistics capabilities partially mediates the relationship between resource commitments, ...

Critical competitive methods, generic strategies, and firm performance

This paper reports research findings on the relationship between competitive methods, generic strategies, and firm performance. It was found that competitive methods in the banking industry correspond to Porters generic strategy types and that a cost leadership strategy provides a statistically significant performance advantage over banks that are stuck‐in‐the‐middle. Alternatively, firms that used competitive methods to pursue a broad differentiation, customer service differentiation, or focus strategy were unable to realize a performance advantage over firms that are stuck‐in‐the‐middle. This study suggests that in the banking industry it may be difficult to generate superior returns using a differentiation or focus strategy.

Generation Y values and lifestyle segments

Purpose – Although Generation Y has been extensively examined in the popular and academic literature, there have not been any studies to date that have identified the psychographic profile of this market segment using the VALS scale. The purpose of the research presented in this paper is to provide a segment characterization of Generation Y using the VALS typology and provide insights into the media habits of this population. Design/methodology/approach – The research sample consisted of subjects from Generation Y that were drawn from a population of college students. To determine the VALS types, participants completed the VALS survey in addition to responding to questions related to demographics and media habits. Originality/value – The results contribute to the literature by providing for the first time a segmented characterization of Generation Y consumers. The research provides a detailed perspective of this important market segment and provides marketers with insights on their values, attitudes, and ...

The impact of gender differences on change in satisfaction over time

Notes that the establishment and maintenance of long‐term relationships with consumers is an important focus of marketing activities in many organizations. Examines gender differences in satisfaction and loyalty as influenced by the passage of time in a high‐involvement service setting. The study was based on a survey of 150 women and 133 men at two separate time periods – immediately after receiving a health care service and again two years later. The results indicate that overall satisfaction and behavioral intentions declined between the initial time of the service encounter and the time of the follow‐up survey for both men and women. However, women also experienced a decrease in composite satisfaction, as well as satisfaction with the physician, nursing staff, privacy and pain control, room, and surgery, whereas men only reported a decline in satisfaction with the physician and nursing staff.

The impact of structure and process attributes on satisfaction and behavioral intentions

This paper develops a framework that links satisfaction with structure and process attributes to global satisfaction and behavioral intentions. The authors develop and present a structural equation model that encompasses these relationships based on a survey of 635 consumers of healthcare services. The results indicate that satisfaction with both structure and process attributes have a significant impact on global satisfaction. Global satisfaction was found to directly influence both intention to recommend and intention to return to the healthcare service provider.

Costs and benefits of selected response inducement techniques in mail survey research

Abstract In this paper, the results of a study designed to evaluate the costs and benefits of selected response inducement techniques in mail survey research are reported. Traditionally, survey researchers have considered only the response rates obtained from different inducements without incorporating costs. Four response inducement techniques that have consistently improved response rates were compared on the basis of their relative contributions to response rate improvements and the per response cost of each. A methodology for evaluating the cost impact of various response inducements is developed along with an analysis of the cost of various inducements.

Career Research Productivity Patterns of Marketing Academicians

Abstract Scholarly productivity is an important issue for all academic disciplines. Empirical examinations of career research productivity have not been conducted in the marketing discipline, however. This study reports the analysis and classification of total and career research publication activity for a cohort of 374 marketing academicians over a 20-year period. The analysis revealed seven different career patterns as well as substantial differences in overall levels of career research productivity. Patterns of productivity included those where academicians reached a peak productivity early or midway in their careers as well as those who produced at an increasing level over the course of their careers. Productivity levels were identified based on four groupings that included nonproducers, low producers (one to four articles), medium producers (five to nine articles), and high producers (10 or more articles). Approximately one-third of the cohort were nonproducers, one-third were low producers, and one-third were medium to high producers.

Modeling Industrial Buyer Complaints: Implications for Satisfying and Saving Customers

For industrial marketers to retain customers it is important to understand the behavior that buyers undertake following an unsatisfactory purchase. The responses that individual consumers undertake...

The perceived effectiveness of marketer responses to industrial buyer complaints: suggestions for improved vendor performance and customer loyalty

It is important for the industrial marketer to understand and effectively manage the process of complaining behavior in which dissatisfied buyers typically engage. By better managing this process, marketers can improve customer loyalty and prevent buyers from undertaking further complaining behavior which may damage the seller’s reputation. Reports on the types of order problems that occur with suppliers, as well as buyers’ perceptions of the effectiveness of supplier responses to different types of complaints from the buyer.

Adaptation of Marketing Mix Elements in International Markets

ABSTRACT This research identifies the extent to which individual marketing mix elements are adapted for international markets and how company, industry, and market factors influence the level of adaptation. The study is based on a survey of executive-level managers in U.S.-based companies that market products internationally. The survey obtained information on the extent of adaptation across the marketing mix elements and on company, industry, and market factors that influence this process. The results indicate that adaptation is greatest for distribution, followed by price, promotion, and product. Product adaptation is influenced by market factors, price adaptation is influenced by market and industry factors, promotion adaptation is influenced by market factors, and distribution adaptation is influenced by company factors. The results of the research can be used to both understand and manage the extent of adaptation necessary for products in international markets.