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International marketing / par Cateora, Philip R.

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Proactive purchasing in the supply chain : the key to world-class procurement / par Burt, David N.

Table des matières: “…Multiple Sourcing Share of Supplier's Capacity Local, National, and International Sourcing Manufacturer or Distributor "Green" Supply Management Minority- and Women-Owned Business Enterprises Ethical Considerations Reciprocity Consortium Purchasing and Group Buying Disaster Plans Summary Appendix Illustrative Plant Survey Financial Statement Analysis Planning a Facility Visit Endnotes Suggested Reading Chapter 14 Global Supply Management Global Management Perspective Future of Global Supply Management Stages to Global Supply Management Reasons for Global Sourcing Potential Problems Questions Before Going Global Supply Channels Global Trade Intermediaries International Procurement Offices Direct Suppliers Eliminating Intermediaries Identifying Direct Suppliers Qualifying Direct Suppliers Preparing for Direct Relations The Initial Meeting Currency and Payment Issues Exchange Rates Payments Letters of Credit Countertrade Countertrade's Advantages Countertrade's Disadvantages Supply Management's Role Creative Countertrade Political and Economic Alliances European Union North American Free Trade Agreement MERCOSUR Association of Southeast Asian Nations Asia-Pacific Economic Cooperation Summary Appendix Currency Risk Hedging Endnotes Suggested Reading Chapter 15 Total Cost of Ownership Three Components of Total Cost Acquisition Costs Ownership Costs Post-Ownership Costs TCO, Net Present Value (NPV) Analysis, and Estimated Costs The Importance of Total Cost of Ownership in Supply Management Service Providers Retail Manufacturing Supply Chains/Supply Networks Summary Appendix: Supply Management in Action Endnotes Suggested Reading Chapter 16 Price and Cost Analysis Introduction General Economic Considerations Conditions of Competition Variable-Margin Pricing Product Differentiation Six Categories of Cost Regulation by Competition Price Analysis Competitive Price Proposals Regulated, Catalog, and Market Prices Internet/e-Commerce II Historical Prices Supply and Demand Factors Independent Cost Estimates Cost Analysis Cost Analysis Defined Capabilities of Management Efficiency of Labor Amount and Quality of Subcontracting Plant Capacity Sources of Cost Data Potential Suppliers Supply Partners Cost Models Direct Costs Direct Labor Direct Materials Tooling Costs Learning Curves Cumulative Curve and the Unit Curve Target Cost Estimation Indirect Costs Engineering Overhead Material Overhead Manufacturing Overhead General and Administrative Selling Recovering Indirect Costs Activity-Based Costing Target Costing Profit Resisting Arbitrary Price Increases Summary Appendix A: Application of Learning Curves Appendix B: Discounts Endnotes Suggested Reading Chapter 17 Methods of Compensation Introduction to Compensation Arrangements Observation Contract Cost Risk Appraisal Technical Risk Contract Schedule Risk General Types of Contract Compensation Arrangements Fixed Price Contracts Incentive Contracts Cost-Reimbursement Contracts Specific Types of Compensation Arrangements Firm Fixed Price Contracts Fixed Price with Economic Price Adjustment Contracts Fixed Price Redetermination Contracts Incentive Arrangements Fixed Price Incentive Fee Cost Plus Incentive Fee Arrangements Cost Plus Fixed Fee Arrangements Cost Plus Award Fee (CPAF) Cost without Fee Cost Sharing Time and Materials Letter Contracts and Letters of Intent Considerations When Selecting the Method of Compensation Summary Endnotes Suggested Reading Chapter 18 Negotiations Introduction Objectives of Negotiation Quality Fair and Reasonable Price On-Time Performance Control Cooperation Supplier Relationship Management When to Negotiate Supply Management's Role in Negotiation The Supply Management Professional Acting Alone The Supply Management Professional as the Negotiating Team Leader The Negotiation Process Preparation Establishing Objectives Identify the Desired Type of Relationship Five Powerful Preparation Activities The BATNA The Agenda "Murder Boards" and Mock Negotiations Crib Sheets Draft Agreements Face-to-Face Discussions Fact Finding Recess Narrowing the Differences Hard Bargaining Techniques Universally Applicable Techniques Transactional Techniques Collaborative and Alliance Negotiating Techniques The Debriefing: An Incredible Learning Opportunity Documentation Online Negotiation Advantages to Online Negotiation An Example of a Successful Application of Negotiating Online Drawbacks to Online Negotiation Negotiating for Price Price Analysis Negotiation Cost Analysis Negotiation Characteristics of a Successful Negotiator Summary Endnotes Suggested Reading Chapter 19 Contract Formation and Legal Issues Litigation Prevention Dispute Resolution Negotiation Mediation Litigation Arbitration Courts Development of Commercial Law Electronic Contract Considerations: Cyber Law Attempts to Revise the UCC Basic Legal Considerations Status of an Agent The Purchase Contract Letters of Intent Special Legal Considerations Inspection Rights Rights of Rejection Title and Risk of Loss Warranties Evergreen Contracts Order Cancellation and Breach of Contract JIT Contracts Honest Mistakes Patent Infringement Restraint of Trade Laws International Considerations Contracts for the International Sale of Goods Foreign Corrupt Practices Act Summary Endnotes Suggested Reading Chapter 20 Contract and Relationship Management Need for Better Contract Management Preaward Conference: The Stage Has Been Set Monitoring and Controlling Project Progress Operations Progress Reports Gantt Charts CPM and PERT Closed-Loop MRP Systems Monitoring and Controlling Total Supplier Performance Supplier Performance Evaluation Motivation Punishment Rewards Assistance Transformational Training Quality Audits and Supply System Reviews Problem Solving Collaboration Managing the Relationship Summary Appendix A: Supplier Reporting Requirements for Unique Major Projects Appendix B: How Critical Path Scheduling Works Appendix C: Supplier Questionnaire Endnotes Suggested Reading Chapter 21 Ethics and Social Responsibility Ethics in the Supply Management Context Professional Supply Management Ethics Principles and Standards of Ethical Supply Management Conduct National and International Supply Management Conduct Important Areas Requiring Amplification Avoid Sharp Practices Competitive Bidding Negotiation Samples Treating Salespeople with Respect Substandard Materials and Services Gifts and Gratuities Management Responsibilities Written Standards Ethics Training and Education Departmental Environment Miscellaneous Factors Dealing with Gray Areas The Four Way Test Social Responsibilities Summary Endnotes Suggested Reading Chapter 22 Implementing World-Class Purchasing in the Supply Chain Designing an Effective Purchasing/Supply Management Department The Purchasing Planning Function Defining Planning Four Phases of Planning The Organizing Function The Five Basic Steps to Organizing Basic Concepts of Organizing Organizing for Supply Chain Management The Staffing Function The Directing Function Leadership Leadership and the Purchasing Profession The Controlling Function Evaluating the Purchasing/Supply Management Department The Annual Report Risk Management New Focus on Risk Management Appendix A: The Institute for Supply Management Awards for Excellence in Supply Management Appendix B: From Reactive to Proactive Procurement: A Case Study Appendix C: Raytheon Supply Base Optimization, April Appendix D: At Rolls-Royce North America, an Organizational Shift Is the Driving Force Behind an Innovative New Journey to Engage Its Supply Chain Endnotes Suggested Reading Epilogue The Future of Supply Management Index…”

Relationship marketing : exploring relational strategies in marketing par Egan, John

Table des matières: “…Preface ix Acknowledgements xi List of abbreviations xiv Part I RELATIONSHIPS 1 (110) Relationships in marketing 3 (27) Key issues 3 (1) Introduction 3 (1) Influences on relational strategy development 4 (4) RM development 8 (4) Antecedents of RM 12 (2) The development of RM 14 (4) Towards a definition of RM 18 (6) Summary 24 (1) Discussion questions 25 (1) Case study: Now that's really radical 25 (2) References 27 (3) Relationships 30 (21) Key issues 30 (1) Introduction 30 (1) Relationships 30 (1) Relationship forming 31 (1) Categorising relationships 32 (4) Relationship loyalty 36 (6) Unrealistic relationship development 42 (3) Relationships in context 45 (1) Summary 46 (1) Discussion questions 46 (1) Case study: Manchester United plans to establish fans' forum 47 (1) References 48 (3) Relationship economics 51 (24) Key issues 51 (1) Introduction 51 (1) Relationship economics 51 (2) Customer acquisition 53 (1) Customer retention 53 (1) Acquisition and retention costs 54 (3) Economics of retention strategies 57 (5) Marketing reality 62 (1) Lifetime value 63 (1) Switching costs 64 (2) Relationship longevity 66 (2) Knowing your customer 68 (2) The validity of relationship economics 70 (1) Summary 71 (1) Discussion questions 71 (1) Case study: IKEA has to look out for retailer's friendly touch 71 (2) References 73 (2) Strategy continuum 75 (13) Key issues 75 (1) Introduction 75 (1) RM in context 75 (1) RM/TM continuum 76 (3) Marketing implications 79 (1) Continuum drivers 80 (3) Summary 83 (1) Discussion questions 84 (1) Case study: Inside track 84 (2) References 86 (2) Relationship drivers 88 (23) Key issues 88 (1) Introduction 88 (1) Risk, salience and emotion 88 (3) Trust and commitment 91 (5) Perceived need for closeness 96 (1) Customer satisfaction 97 (9) Summary 106 (1) Discussion questions 107 (1) Case study: A question of trust 107 (2) References 109 (2) Part II THE CORE FIRM AND ITS RELATIONSHIPS 111 (74) Customer partnerships 115 (22) Key issues 115 (1) Introduction 115 (1) Customer focus 115 (2) Services 117 (2) Service industries 119 (2) Customer service 121 (3) Building customer relationships 124 (6) Profit chains 130 (3) Summary 133 (1) Discussion questions 133 (1) Case study: Mr Clean: biography of Toffael Rashid 133 (2) References 135 (2) Internal partnerships 137 (18) Key issues 137 (1) Introduction 137 (1) Customer--employee interface 137 (1) Theory development 138 (2) The internal market 140 (1) The functional interface 141 (3) Climate and culture 144 (1) Employee retention and loyalty 144 (1) Empowerment 145 (2) IM implementations 147 (2) Conclusion 149 (1) Summary 150 (1) Discussion questions 151 (1) Case study: Employees hold key to thwarting the competition 151 (1) References 152 (3) Supplier partnerships 155 (13) Key issues 155 (1) Introduction 155 (1) Supplier partnerships 156 (1) Business-to-business relationship research 156 (1) Business relationships 157 (2) Partnering 159 (1) Culture gap 160 (1) Partnership costs and benefits 161 (1) Power 162 (1) The downside of B2B partnerships 162 (2) Summary 164 (1) Discussion questions 164 (1) Case study: What to buy 164 (2) References 166 (2) External partnerships 168 (17) Key issues 168 (1) Introduction 168 (1) Horizontal partnerships 168 (1) Relationship research 169 (1) Networks and collaboration 170 (1) Networks 171 (1) Collaboration 172 (1) Collaboration types 172 (3) Developing collaborative relationships 175 (3) Downsides 178 (1) Other relationships 179 (2) Conclusion 181 (1) Summary 181 (1) Discussion questions 181 (1) Case study: Star Alliance saving customers $100 million annually 182 (1) References 183 (2) Part III MANAGING AND CONTROLLING THE RELATIONSHIP 185 (40) Relationship technology 187 (19) Key issues 187 (1) Introduction 187 (2) Manufacturing technology 189 (2) Information technology 191 (3) Marketing types 194 (4) The changing marketplace 198 (3) Summary 201 (1) Discussion questions 202 (1) Case study: End of the line for loyalty? …”

Exploring public relations par Tench, Ralph

Table des matières: “…103 (2) Organisational respobibilities tostakeholders 105 (1) Organisational responsibilities to society 105 (2) Corporate responsibility and irresponsbility 107 (2) Regulatory frameworks 109 (1) Ethics and busines practice 109 (5) Summary 114 (1) Bibliography 115 (1) Websites 116 (1) International context of business relations 117 (30) Gyorgy Szondi Introduction 118 (1) Defining international public relations 119 (2) Factors and driving froces behind ingternationalisation 121 (6) International public relations agency networks 127 (1) Global or local approaches to international public relations 127 (7) Speical areas of internaltional public relations 134 (7) Public relations for a supranational organisation: the European Union 141 (2) Critcal voices in international public relations 143 (1) Professionalism on a global level: Public relations as a global profession 143 (2) Summary 145 (1) Bibliography 145 (2) Part 2 Public relations theories and concepts 147 (146) Public relations theories: an overview 149 (25) Lee Edwards Introduction 150 (1) Systems theories: emergence of public relations research 150 (6) Extending the systemic view 156 (2) Developing theory: alternative approaches 158 (3) Feminist views of public relations 161 (3) Diversity in public relations 164 (5) Summary 169 (1) Bibliography 169 (5) Public relations as planned communication 174 (24) Anne Gregory Introduction 175 (1) Why planning is important 175 (1) Systems context of planning 176 (1) Approaches to the planning process 177 (2) Analysis 179 (4) Setting objectives 183 (2) Identifying publics 185 (1) Messages or content 186 (2) Strategy and tactics 188 (2) Timescales and resouces 190 (3) Evaluation and review 193 (4) Summary 197 (1) Bibliography 197 (1) Public relations research and evalualtion 198 (24) Gyorgy Szondi Rudiger Theilmann Introduction 199 (1) Context of research in public relations 199 (2) Designing research 201 (3) Qualitative vs quantitative research 204 (1) Research methods 204 (4) Designing research instruments 208 (4) Research applications 212 (1) Evaluation 213 (6) Summary 219 (2) Bibliography 221 (1) Audiences, stakeholders, publics 222 (15) Gerard Choo Introduction 223 (1) The passive audience 223 (2) The active audience 225 (3) Stakeholders and publics 228 (3) New thinking on publics 231 (4) Summary 235 (1) Bibliography 235 (2) Corporate image, reputation andidenity 237 (15) Daniel Lowensberg Introudction 238 (1) Organisational public relations 238 (1) Organisational image 239 (1) Organisational reputation 240 (1) Organisational identity 240 (3) Personality and culture 243 (4) Organisational identity, strategy and process: two models 247 (4) Summary 251 (1) Bibliography 251 (1) Public relations, progaganda and the psychology of persuasion 252 (21) Johanna Fawkes Introduction 253 (1) Public relations and propaganda 253 (3) Public relations and persuasion 256 (1) Who says: the questionof credibility 257 (1) Says what: the nature of the message 258 (4) To whom: the audience perspective 262 (6) To what effecf: forming and changing attitudes and beliefs 268 (2) Ethical persuasion: is it possible? …”