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

书本目录: “...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? ...”

Implication of credit risk management practices on performance of microfinance institutions in Tanzania 由 Ngonyani, Danstun

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Strategic procurement : organizing suppliers and supply chains for competitive advantage / 由 Booth, Caroline

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

书本目录: “...Strategic Responsibilities Organizational Authority e-Commerce Organizational Structures The Materials Management Organization The Supply Chain Management Structure Organizing with Cross-Functional Teams Budgeting and Staffing Summary Appendix A Benefits Resulting from Cross-Functional Teams Challenges and Problems with the Cross-Functional Approach Prerequisities to Successful Cross-Functional Teams Team Development and Training Appendix B: The Professional Organizations of Supply Chain Management Endnotes Suggested Reading Chapter 3 Supply Management: An Organization Spanning Activity Supply Management's Relations with Other Departments Supply Management and Engineering Supply Management and Manufacturing and Operations Supply Management and Quality Supply Management and Marketing Supply Management and Finance Supply Management and Information Technology (IT) Supply Management and Logistics Supply Management and Accounts Payable Supply Management and Lawyers Supply Management in Non-Manufacturing Organizations Supply Management in Government Supply Management and the External Environment Business Relationships Monitoring the Supply Environment Completing the Supply Chain Linkage: Supplier Integration with the Customer Summary Endnotes Suggested Reading Chapter 4 A Portfolio of Relationships A Transformation in Relationships Transactional Relationships Collaborative and Alliance Relationships Collaborative Relationships Supply Alliances Which Relationship Is Appropriate? ...”

Microeconomics 由 Pindyck, Robert S.

书本目录: “...15 (3) Corporate Decision Making: Ford's Sport Utility Vehicles 15 (2) Public Policy Design: Automobile Emission Standards for the Twenty-First Century 17 (1) Summary 18 (1) Questions for Review 18 (1) Exercises 18 (3) The Basics of Supply and Demand 21 (44) Supply and Demand 22 (3) The Supply Curve 22 (1) The Demand Curve 23 (2) The Market Mechanism 25 (1) Changes in Market Equilibrium 26 (8) Elasticities of Supply and Demand 34 (6) Point versus Arc Elasticities 37 (3) Short-Run versus Long-Run Elasticities 40 (9) Demand 40 (5) Supply 45 (4) Understanding and Predicting the Effects of Changing Market Conditions 49 (9) Effects of Government Intervention-Price Controls 58 (3) Summary 61 (1) Questions for Review 61 (1) Exercises 62 (3) Part Two Producers, Consumers, and Competitive Markets 65 (282) Consumer Behavior 67 (44) Consumer Behavior 67 (2) Consumer Preferences 69 (14) Market Baskets 69 (1) Some Basic Assumptions about Preferences 70 (1) Indifference Curves 70 (2) Indifference Maps 72 (2) The Shape of Indifference Curves 74 (1) The Marginal Rate of Substitution 75 (1) Perfect Substitutes and Perfect Complements 76 (7) Budget Constraints 83 (3) The Budget Line 83 (1) The Effects of Changes in Income and Prices 84 (2) Consumer choice 86 (6) Corner Solutions 90 (2) Revealed Preferences 92 (3) Marginal Utility and Consumer Choice 95 (5) Cost-of-Living Indexes 100 (6) Ideal Cost-of-Living Index 101 (1) Laspeyres Index 102 (1) Paasche Index 103 (1) Price Indexes in the United Statics: Chain Weighting 104 (2) Summary 106 (1) Questions for Review 106 (1) Exercises 107 (4) Individual and Market Demand 111 (48) Individual Demand 112 (8) Price Changes 112 (1) The Individual Demand Curve 113 (1) Income Changes 114 (1) Normal versus Inferior Goods 115 (1) Engel Curves 116 (3) Substitutes and Complements 119 (1) Income and Substitution Effects 120 (5) Substitution Effect 121 (1) Income Effect 121 (1) A Special Case: The Giffen Good 122 (3) Market Demand 125 (7) From Individual to Market Demand 125 (2) Elasticity of Demand 127 (5) Consumer Surplus 132 (4) Consumer Surplus and Demand 132 (4) Network Externalities 136 (4) The Bandwagon Effect 136 (1) The Snob Effect 137 (3) Empirical Estimation of Demand 140 (4) The Statistical Approach to Demand Estimation 140 (2) The Form of the Demand Relationship 142 (2) Interview and Experimental Approaches to Demand Determination 144 (1) Summary 144 (1) Questions for Review 145 (1) Exercises 146 (3) Demand Theory---A Mathematical Treatment 149 (8) Utility Maximization 149 (1) The Method of Lagrange Multipliers 150 (1) The Equal Marginal Principle 151 (1) Marginal Rate of Substitution 151 (1) Marginal Utility of Income 152 (1) An Example 152 (2) Duality in Consumer Theory 154 (1) Income and Substitution Effect 155 (2) Exercises 157 (2) Uncertainty and Consumer Behavior 159 (36) Describing Risk 160 (5) Probability 160 (1) Expected Value 161 (1) Variability 161 (2) Decision Making 163 (2) Preferences Toward Risk 165 (5) Different Preferences Toward Risk 167 (3) Reducing Risk 170 (6) Diversification 170 (2) Insurance 172 (2) The Value of Information 174 (2) The Demand for Risky Assets 176 (9) Assets 177 (1) Risky and Riskless Assets 177 (1) Asset Returns 178 (1) The Trade-Off Between Risk and Return 179 (1) The Investor's Choice Problem 180 (5) Behavioral Economics 185 (6) More Complex Preferences 186 (2) Rules of Thumb and Biases in Decision Making 188 (1) Probabilities and Uncertainty 189 (1) Summing Up 189 (2) Summary 191 (1) Questions for Review 191 (1) Exercises 191 (4) Production 195 (26) The Production Decisions of a Firm 195 (1) The Technology of Production 196 (2) The Production Function 197 (1) The Short Run versus the Long Run 197 (1) Production with One Variable Input (Labor) 198 (9) Average and Marginal Products 199 (1) The Slopes of the Product Curve 200 (1) The Average Product of Labor Curve 201 (1) The Marginal Product of Labor Curve 202 (1) The Law of Diminishing Marginal Returns 202 (3) labor Productivity 205 (2) Production with Two Variable Inputs 207 (8) Isoquants 207 (2) Input Flexibility 209 (1) Diminishing Marginal Returns 209 (1) Substitution Among Inputs 209 (2) Production Functions---Two Special Cases 211 (4) Returns to Scale 215 (3) Describing Returns to Scale 215 (3) Summary 218 (1) Questions for Review 218 (1) Exercises 219 (2) The Cost of Production 221 (50) Measuring Cost: Which Costs Matter? ...”