Search Results - Client service chapter

Essentials of services marketing by Wirtz, Jochen

Table of Contents: “…PART I - UNDERSTANDING SERVICEPRODUCTS, CONSUMERS, AND MARKETSChapter 1: Introduction to Services MarketingChapter 2: Consumer Behavior in a Services ContextChapter 3: Positioning Services in Competitive MarketsPART II - APPLYING THE 4Ps OF MARKETING TO SERVICESChapter 4: Developing Service Products and BrandsChapter 5: Distributing Services through Physical and Electronic ChannelsChapter 6: Setting Prices and Implementing Revenue ManagementChapter 7: Promoting Services and Educating CustomersPART III - DESIGNING AND MANAGING THE CUSTOMER INTERFACEChapter 8: Designing Service ProcessesChapter 9: Balancing Demand and CapacityChapter 10: Crafting the Service EnvironmentChapter 11: Managing People for Service AdvantagePART IV - DEVELOPING CUSTOMER RELATIONSHIPSChapter 12: Managing Relationships and Building LoyaltyChapter 13: Complaint Handling and Service RecoveryPART V - STRIVING FOR SERVICE EXCELLENCEChapter 14: Improving Service Quality and ProductivityChapter 15: Building a World-Class Service OrganizationPART VI - CASE STUDIESCase 1 Sullivan Ford Auto WorldCase 2 Susan Munro, Service ConsumerCase 3 Dr. …”

Audit assurance and related services / by National Board of Accountants and Auditors (NBAA)

Table of Contents: “…Table of Contents Section Title Page Foreword v Preface xiv Acknowledgement xviii Chapter 1 The Auditing Profession 1 1.1 Introduction 2 1.2 Classification of audits 3 1.3 The auditing profession 4 1.4 Assurance services 4 1.5 Related services 6 1.6 Change of engagement from assurance to related service 7 1.7 Other Professional services provided by audit firms 8 1.8 Summary of services 11 1.9 Legislations regulating the conduct of auditing in Tanzania 12 1.10 Professional qualifications and ethical standards 19 1.11 Professional Ethics 22 1.12 Code of Professional Ethics for Professional accountants 24 1.13 Ethical standards when providing Tax Practice 27 1.14 Chapter summary 29 1.15 Exercises and problems 29 Chapter 2 International Developments in Auditing 31 2.1 Brief history of auditing profession in Tanzania 32 2.2 Role of NBAA in the development of the profession 33 2.3 International developments in Auditing 33 2.4 IAASB Standards and their areas of application 34 2.5 Overview of the International Standards on Auditing 34 2.6 Auditors' duty of care and professional liability 44 2.7 Case studies to illustrate third party liability 47 2.8 Auditors Liability under the Acts 51 2.9 Avoiding or minimizing potential claim/litigation against an auditor 55 2.10 Audit practices in selected countries 57 2.11 Recent developments in auditing 57 2.12 Chapter summary 60 2.13 Exercises and problems 61 Chapter 3 Auditing in ICT Environment 64 3.1 Introduction 65 3.2 Nature and types of computerized accounting systems 65 3.3 Internal controls in ICT environments 65 3.4 Information technology and the audit challenges 67 3.5 Use of ICT in auditing 67 3.6 Computer Assisted Audit Techniques (CAATs) - IAPS 1009 70 3.7 Special features of a small computer system 71 3.8 Software Bureaus houses 72 3.9 Example: CAAP for Tax assessment 73 3.10 Audit evidence in a computerized system 74 3.11 E-commerce, e-procurement, e-tax 76 3.12 Auditing E-commerce activities 79 3.13 Chapter summary 81 3.14 Exercises, problems, and case studies 82 Chapter 4 Audit of Specialized Entities 87 4.1 Introduction 88 4.2 Audit of Group and Joint venture accounts 88 4.3 Audit of banks, insurance companies, and Social Security Funds 91 4.4 Audit of Stock Markets 94 4.5 Corporate Governance Rules and Regulations at DSE 101 4.6 Audit of Hotels and Tourist organizations 104 4.7 Audit of mining companies 104 4.8 Audit of Publishing Houses 106 4.9 Audit of Shipping companies 107 4.10 Audit of Small businesses 108 4.11 Chapter summary 109 4.12 Exercises, problems, and case study 110 Chapter 5 Audit of Not-for-Profit Organizations 116 5.1 Introduction 117 5.2 Audit of Charities 117 5.3 Audit of Civil Society Organizations 128 5.4 Audit of Clubs and Associations 128 5.5 Audit of NGOs (e.g., REPOA, Haki-Elimu) 129 5.6 Audit of Academic and Research organizations 131 5.7 Chapter summary 132 5.8 Exercises and problems 133 Chapter 6 Management Audit 135 6.1 Introduction 136 6.2 Comparison with other (compliance or statutory) audits 136 6.3 Management audit as a consultancy 138 6.4 Objectives and scope of management auditing 139 6.5 Audit and advisory services 140 6.6 Appraisal of Client's Operational Plans and Objectives 141 6.7 Appraisal of Client's Organizational Structure and skills 141 6.8 Evaluation and Assessment of Client's Performance 143 6.9 Appraisal of Client's Control of Operations 146 6.10 Operational Audit 146 6.11 Steps in Operational auditing 147 6.12 Corporate Management Audit 149 6.13 Steps in a Corporate Management Audit assignment 156 6.14 Client Service Reports 158 6.15 Qualities of management auditors 160 6.16 Limitations of management audits 162 6.17 Chapter summary 162 6.18 Exercises and problems 163 Chapter 7 Business Investigations 166 7.1 Meaning of the term "Investigation" 167 7.2 Audit as compared to Investigation 167 7.3 Classes of Investigation 169 7.4 Investigation for Proposed Purchaser, Partner or Promoter 170 7.5 Investigation for Company Reports in a Prospectus 176 7.6 Investigation for Take-over or Merger 178 7.7 Investigation on behalf of a Creditor or bank credit 179 7.8 Investigation for valuation of Shares in a Company 180 7.9 The Corporate Business Plan 181 7.10 Exercises and Questions 184 Chapter 8 Public Sector Audits 186 8.1 Introduction 187 8.2 The ISSAI Framework 187 8.3 The Fundamental auditing principles 188 8.4 Basic Postulates (principles) 189 8.5 The General Standards 191 8.6 Field Standards 195 8.7 Reporting Standards 198 8.8 Financial or regularity audits 199 8.9 Financial audit reports 199 8.10 Procurement audit 202 8.11 Performance audit 206 8.12 Comparison: Management audit vs Performance audit 206 8.13 Examination of Clients' Performance 207 8.14 Performance budgeting and measurement 210 8.15 Performance audit reports 213 8.16 Comparison: Public vs Commercial sector audits 213 8.17 Objectives of government auditing 214 8.18 Tanzania public sector entities and legislations 215 8.19 The Public Audit Act 2008 215 8.20 The Controller function 215 8.21 The audit function 216 8.22 Reporting obligations in Public sector audits 217 8.23 Dissemination of public audit reports 223 8.24 Chapter summary 224 8.25 Exercises and problems 225 Chapter 9 Corporate Governance Audits 226 9.1 Introduction 227 9.2 Audit regulation 227 9.3 Corporate governance 228 9.4 Good corporate governance 229 9.5 Corporate governance framework 230 9.6 Audits and the role of the governance auditor 233 9.7 The need for a corporate governance auditor 234 9.8 Role of stakeholders in corporate governance 236 9.9 Role of Board of Directors, MAB, and LGA Council 237 9.10 Communicating with those charged with governance 238 9.11 Role of External Auditor (CPA-PP) in governance audit 239 9.11.1 Relationships with accounting officer, MAB, Council, Board 240 9.11.2 Relationships of CPA-PP with the Audit Committee 241 9.11.3 Relationships between Regulators and the CPA-PP 241 9.12 Laws, codes, and statues relevant to corporate governance 242 9.13 Effect of laws and codes to governance audits 248 9.14 Actions to be taken by (private) companies 250 9.15 Audit matters of governance interest 251 9.16 Transparency, Integrity and Accountability examinations 252 9.17 Corporate Social Responsibility and Rating System 257 9.18 International aspects of governance audits 257 9.19 Rotation of Governance auditors 260 9.20 Chapter summary 261 9.21 Exercises, problems and cases 262 Chapter 10 Environmental Audits 267 10.1 Meaning of Environmental Audits 268 10.2 Scope of Environmental audit 268 10.3 Benefits of environmental audit 269 10.4 Relevance to Financial audit 270 10.5 Components/Projects of an Environmental audit Program 272 10.6 Environmental auditors and the use of experts 272 10.7 Professional standards in Environmental audits 274 10.8 Substantive procedures in Environmental auditing 277 10.9 Environmental Audit Report 278 10.10 Management representations on Environmental audits 279 10.11 Long-term Projects of Environmental audit 279 10.12 Relations between Performance and Environmental audits 280 10.13 Limitations of Environmental audit 281 10.14 Social Auditing 281 10.15 Components of Social audit process 282 10.16 Usefulness of Social audits 282 10.17 Purpose of Social audit in a public entity 283 10.18 Operational audits 286 10.19 Operational audit in the public sector 287 10.20 Steps in Operational auditing 288 10.21 Limitations of Operational audits 290 10.22 Environmental (Internal and External) Risk Audit 290 10.23 Chapter summary 293 10.24 Exercises and problems 294 Chapter 11 Assurance Engagements & Prospective Information 297 11.1 Introduction 298 11.2 Assurance engagements 298 11.3 International Framework for assurance engagements 299 11.4 ISA 120: Framework of International Standards on Auditing 301 11.5 Auditing and Assurance services 302 11.6 Management assertions and levels of assurance 303 11.7 Related services and Limited (Moderate) assurances 305 11.8 Planning an assurance engagement 306 11.9 Risk assessments and internal controls 307 11.10 Execution of assurance engagement 309 11.11 Audit documentation 311 11.12 Form and content of assurance reports 312 11.13 Quality control and Quality Review 312 11.14 Procedures for a review engagement 313 11.15 Final Review of Financial Statements 315 11.16 Structure and components of Independent Audit Reports 317 11.17 Accountability and Transparency: Client Service Reports 320 11.18 Modifications in Audit Reports 321 11.19 Small entities 323 11.20 Client Service Reports 324 11.21 Relations: Audit Reports and Client Service Reports 325 11.22 Tanzania public sector perspective 326 11.23 Reporting obligations by the auditor 331 11.24 Chapter summary 332 11.25 Exercises, problems, and case studies 333 Chapter 12 Follow-up and Oversight on Audit Reports 336 12.1 Discharge of the audit 337 12.2 Disposal of audit reports in private sector audits 339 12.3 Disposal of audit reports in public sector audits 339 12.4 Role of the Auditor General 340 12.5 Reporting obligations by the Auditor General 341 12.6 Role of Parliamentary Committees on Public accounts 342 12.7 Scope of Parliamentary Committees' examination 343 12.8 Independent report of the Committee to Parliament 346 12.9 Follow-up of Committee's recommendations 350 12.10 Supremacy of the Parliament 350 12.11 Supremacy over public finances and stewardship 352 12.12 Chapter summary 354 12.13 Exercises, problems, and case study 354 Chapter 13 Fraud and Corruption Audits 356 13.1 Introduction 357 13.2 Fraud and its ramifications 357 13.3 Types of fraud 358 13.4 Some reasons for the growth of fraud 361 13.5 Common theft scams 361 13.6 Management (or Corporate) Fraud 362 13.7 Symptoms (indicators) of management fraud 365 13.8 Controlling management frauds 366 13.9 Employee (or Transaction) Fraud 367 13.10 Accounting fraud 367 13.11 Procurement fraud 370 13.12 Actions to prevent procurement fraud 372 13.13 Corporate crimes 373 13.14 Crimes for and against the entity 374 13.15 Duty to detect Fraud, Theft and Embezzlement 375 13.16 Techniques of detection 378 13.17 Understanding the symptoms of fraud 378 13.18 Being alert to symptoms of fraud 379 13.19 Investigating and Reporting on Fraud 380 13.20 Internal Control for Fraud Detection 380 13.21 Fraud mitigation 381 13.22 Fraud deterrence 381 13.23 Prevention of fraud 385 13.24 Computerized fraud 387 13.25 Fraud 387 13.26 E-fraud and E-corruption 387 13.27 Corruption 392 13.28 Dealing with Corruption 393 13.29 Forensic Auditing by a CPA-PP 395 13.30 Types of Fraud investigation assignments 396 13.31 Application of Forensic auditing 397 13.32 Execution of an Investigation 399 13.33 Reporting on Forensic investigations 402 13.34 Technical recommendations on controlling fraud 404 13.35 Challenges and issues for consideration 409 13.36 Public interest and/or Conflict of interest 411 13.37 Corporate integrity 412 13.38 Promoting public and personal integrity 413 13.39 Auditor's relationships with watchdog institutions 414 13.40 Chapter summary 414 13.41 Exercises, problems and case studies 415 Chapter 14 Money Laundering Audit 419 14.1 Meaning of Money Laundering 420 14.2 Developments on Money Laundering 420 14.3 The process of Money Laundering 421 14.4 Fighting Money Laundering 423 14.5 The Anti-Money Laundering Act No. 12 of 2006 423 14.6 Asset theft, Money Laundering, and audit process 424 14.7 Money Laundering audit 424 14.8 Chapter summary 434 14.9 Exercises and case studies 434 Chapter 15 Contemporary Issues and the Future 438 15.1 Introduction 439 15.2 The IAASB 439 15.3 Professional pronouncements and exposure drafts 439 15.4 Current issues and pronouncements in auditing 441 15.5 The future of the Audit Profession 441 15.6 Auditing technology 442 15.7 Implications of Electronic Evidence 442 15.8 Standards for Interactions with Technology 443 15.9 Information Credibility (Assurance) Services 443 15.10 The Expectations Gap 444 15.11 Chapter summary 449 15.12 Problems 449 List of Abbreviations and audit terms used 452 Bibliography 457…”

Novell's guide to Web site management / by Bowman, Jim

Table of Contents: “…Part I: Internet and Web Server Overview 3 (56) Chapter 1 Introduction to Web Site Management 3 (22) Chapter 2 Building a Web Site Foundation 25 (20) Chapter 3 The Novell Web Server 45 (14) Part II: Setting Up a Novell Web Server 59 (56) Chapter 4 Preparing the Server 59 (12) Chapter 5 Setting Up TCP/IP on an IntranetWare Server 71 (24) Chapter 6 Installing Novell Web Server 3.1 95 (20) Part III: Setting Up and Using Web Clients 115 (96) Chapter 7 Setting Up Web Clients 115 (70) Chapter 8 Using the Browser 185 (26) Part IV: Setting Up Additional Services 211 (76) Chapter 9 Setting Up Name Services 211 (32) Chapter 10 Setting Up Automatic Client IP Configuration (DHCP) 243 (12) Chapter 11 Using the IPX/IP Gateway 255 (32) Part V: Managing the Novell Web Server 287 (158) Chapter 12 Managing the File System 287 (66) Chapter 13 Setting Basic Configuration Options 353 (42) Chapter 14 Managing Additional Web Server Features 395 (50) Part VI: Constructing Web Sites 445 (106) Chapter 15 Building Web Pages 445 (40) Chapter 16 Designing Web Sites 485 (14) Chapter 17 Linking Your Web Site to the World 499 (26) Chapter 18 Using Advanced Web Page Features 525 (26) Part VII: Supporting and Using Web Page Programs 551 (82) Chapter 19 SSI Commands 551 (34) Chapter 20 CGI Programs and Scripts 585 (24) Chapter 21 JavaScripts and Java Applets 609 (24) Part VIII: Internetworking with TCP/Ip 633 (144) Chapter 22 Introduction to TCP/IP and TCP/IP Services 633 (20) Chapter 23 Internetworking Overview 653 (24) Chapter 24 IP Addressing 677 (20) Chapter 25 Routing: Building an Internetwork 697 (54) Chapter 26 Managing TCP/IP Communications 751 (26) Appendixes 777 (34) Appendix A Internet Connection Methods 777 (20) Appendix B Working Without a CD-ROM Drive 797 (8) Appendix C Web Client Configuration Form 805 (2) Appendix D What's on the CD-ROM? …”

Netware to Windows NT complete / by Villeneuve Arnold

Table of Contents: “…314 (3) Novell NetWare Client Software for Windows NT Workstation 317 (1) Novell's NetWare Client 32 for Windows NT 317 (1) NetWare Client 32 for Windows NT 3.51 and 4.0 Installation 318 (1) NetWare Client 32 for Windows NT 3.51 and 4.0 Installation 319 (3) NetWare Administrator for Windows NT 322 (1) Novell's IntranetWare Client for Windows NT 323 (2) Installation Overview 325 (2) Unattended Installations May Reduce the Steps 327 (1) Logging On 327 (1) Installing Administration Utilities on the NetWare Server 328 (4) Additional Connectivity Options 332 (3) Chapter 5 Server Integration 335 (36) Chapter Objectives 336 (1) Server Integration Requirements 336 (2) Gateway Services for NetWare 338 (25) Installing Gateway Services for NetWare 340 (3) Enabling the File Gateway 343 (3) Configuring the Print Service Gateway 346 (1) Troubleshooting the Gateway 347 (13) Enabling NetWare Accounts on the Windows NT Server 360 (3) Making a NetWare Server Look Like Windows NT Using Samba 363 (2) Where Can I Get Samba? …”

Accounting Ethics by DUSKA, R.F

Table of Contents: “…What changed? Notes Chapter Four Accounting asaProfession: Characteristics ofaProfession Discussion Questions Notes Chapter Five Accounting Codes of Conduct AICPA Professional Code ofConduct Code Principles. 0.300.020.01-Responsibilities Principle 0.300.030.01-ThePublic Interest Principle 0.300.040.01-Integrity Principle 0.300.050.01-Objectivity andIndependence Principle 0.300.060.01-DueCare Principle 0.300.070.01-Scope andNature ofServices Principles Criticisms oftheCode ofConduct Discussion Questions In theNews Trading Case Embroils KPMG-Partner who Audited Herbalife andSkechers Admits Giving Stock Tips toFriend Notes Chapter Six The Rules oftheCode ofConduct Conceptual Framework Sub-section 100: Integrity and Objectivity Rule Conflicts ofInterest 1.110 Director Positions 1.110.020 Gifts andEntertainment 1.120 Knowing Misrepresentations inthePreparation ofFinancial StatementsandRecords 1.130.010 Subordination ofJudgment 1.130.020 Client Advocacy 1.140 Use of a Third-Party Service Provider 1.150 Sub-section 200: Independence Rule Independence Section1.300.001: General Standards Rule General Standards Rule Compliance withStandards Rule 1.310 Accounting Principles Rule 1.320 Sub-section 400: Acts Discreditable Acts Discreditable Rule Sub-section 500: Fees and Other Types of Remuneration Rule Contingent Fees Rule 1.510 Commissions andReferral Fees 1.520 Sub-section 600: Advertising and Other Forms of Solicitation Rule Advertising andOther Forms ofSolicitation Sub-section 700: Confidential Information Rule Confidential Client Information Rule 1.700 Sub-section 800: Form of Organization and Name Rule Form ofOrganization andName Rule 1.800 Responsibilities toColleagues Discussion Questions In theNews Yardley Borough woman charged with stealing more than 100K from 100-year-old woman to maintain gambling habit Notes Chapter Seven The Auditing Function The Ethics ofPublic Accounting. …”

Leading and Managing in the Social Sector : Strategies for Advancing Human Dignity and Social Justice /

Computer networks by Tanenbaum Andrew S.

A preface to marketing management / by Peter, J. Paul

Table of Contents: “…4 (9) Strategic Planning and Marketing Management 4 (1) The Strategic Planning Process 5 (8) The Complete Strategic Plan 13 (1) The Marketing Management Process 13 (5) Situation Analysis 14 (2) Marketing Planning 16 (2) Implementation and Control of the Marketing Plan 18 (1) Marketing Information Systems and Marketing Research 18 (1) The Strategic Plan, the Marketing Plan, and Other Functional Area Plans 18 (2) Marketing's Role in Cross-Functional Strategic Planning 18 (2) Conclusion 20 (3) Appendix Portfolio Models 23 (4) PART B MARKETING INFORMATION, RESEARCH, AND UNDERSTANDING THE TARGET MARKET 27 (50) Marketing Research: Process and Systems for Decision Making 28 (12) The Role of Marketing Research 28 (1) The Marketing Research Process 29 (9) Purpose of the Research 29 (1) Plan of the Research 30 (5) Performance of the Research 35 (1) Processing of Research Data 35 (1) Preparation of the Research Report 36 (1) Limitations of the Research Process 36 (2) Marketing Information Systems 38 (1) Conclusion 39 (1) Consumer Behavior 40 (13) Social Influences on Consumer Decision Making 41 (2) Culture and Subculture 41 (1) Social Class 42 (1) Reference Groups and Families 43 (1) Marketing Influences on Consumer Decision Making 43 (2) Product Influences 43 (1) Price Influences 43 (1) Promotion Influences 44 (1) Place Influences 44 (1) Situational Influences on Consumer Decision Making 45 (1) Psychological Influences on Consumer Decision Making 45 (1) Product Knowledge 45 (1) Product Involvement 46 (1) Consumer Decision Making 46 (6) Need Recognition 47 (1) Alternative Search 48 (1) Alternative Evaluation 49 (1) Purchase Decision 49 (1) Postpurchase Evaluation 50 (2) Conclusion 52 (1) Business, Government, and Institutional Buying 53 (11) Categories of Organizational Buyers 53 (1) Producers 53 (1) Intermediaries 54 (1) Government Agencies 54 (1) Other Institutions 54 (1) The Organizational Buying Process 54 (1) Purchase-Type Influences on Organizational Buying 55 (1) Straight Rebuy 55 (1) Modified Rebuy 55 (1) New Task Purchase 55 (1) Structural Influences on Organizational Buying 56 (2) Purchasing Roles 56 (1) Organization-Specific Factors 57 (1) Purchasing Policies and Procedures 57 (1) Behavioral Influences on Organizational Buying 58 (2) Personal Motivations 58 (1) Role Perceptions 58 (2) Stages in the Organizational Buying Process 60 (3) Organizational Need 61 (1) Vendor Analysis 61 (1) Purchase Activities 61 (1) Postpurchase Evaluation 61 (2) Conclusion 63 (1) Market Segmentation 64 (13) Delineate the Firm's Current Situation 64 (1) Determine Consumer Needs and Wants 65 (1) Divide Markets on Relevant Dimensions 65 (8) A Priori versus Post Hoc Segmentation 66 (1) Relevance of Segmentation Dimensions 66 (1) Bases for Segmentation 67 (6) Develop Product Positioning 73 (1) Decide Segmentation Strategy 74 (1) Design Marketing Mix Strategy 75 (1) Conclusion 76 (1) PART C THE MARKETING MIX 77 (90) Product and Brand Strategy 78 (16) Basic Issues in Product Management 78 (9) Product Definition 78 (1) Product Classification 79 (1) Product Quality and Value 80 (1) Product Mix and Product Line 81 (1) Branding and Brand Equity 82 (4) Packaging 86 (1) Product Life Cycle 87 (2) Product Adoption and Diffusion 89 (1) The Product Audit 90 (2) Deletions 90 (1) Product Improvement 90 (2) Organizing for Product Management 92 (1) Conclusion 93 (1) New Product Planning and Development 94 (13) New Product Strategy 95 (2) New Product Planning and Development Process 97 (5) Idea Generation 97 (2) Idea Screening 99 (1) Project Planning 99 (1) Product Development 100 (1) Test Marketing 100 (1) Commercialization 101 (1) The Importance of Time 101 (1) Some Important New Product Decisions 102 (3) Quality Level 102 (2) Product Features 104 (1) Product Design 104 (1) Product Safety 104 (1) Causes of New Product Failure 105 (1) Need for Research 105 (1) Conclusion 106 (1) Integrated Marketing Communications: Advertising, Sales Promotion, Public Relations, and Direct Marketing 107 (19) Strategic Goals of Marketing Communication 107 (1) Create Awareness 107 (1) Build Positive Images 108 (1) Identify Prospects 108 (1) Build Channel Relationships 108 (1) Retain Customers 108 (1) The Promotion Mix 108 (1) Integrated Marketing Communications 109 (2) Advertising: Planning and Strategy 111 (1) Objectives of Advertising 111 (1) Advertising Decisions 112 (7) The Expenditure Question 113 (2) The Allocation Question 115 (4) Sales Promotion 119 (4) Push versus Pull Marketing 119 (2) Trade Sales Promotions 121 (1) Consumer Promotions 121 (1) What Sales Promotion Can and Can't Do 121 (2) Public Relations 123 (1) Direct Marketing 123 (1) Conclusion 124 (1) Appendix: Major Federal Agencies Involved in Control of Advertising 125 (1) Personal Selling, Relationship Building, and Sales Management 126 (15) Importance of Personal Selling 126 (1) The Sales Process 127 (7) Objectives of the Sales Force 127 (1) The Sales Relationship-Building Process 128 (5) People Who Support the Sales Force 133 (1) Managing the Sales and Relationship-Building Process 134 (6) The Sales Management Task 135 (1) Controlling the Sales Force 136 (3) Motivating and Compensating Performance 139 (1) Conclusion 140 (1) Distribution Strategy 141 (16) The Need for Marketing Intermediaries 141 (1) Classification of Marketing Intermediaries and Functions 141 (2) Channels of Distribution 143 (1) Selecting Channels of Distribution 144 (3) Specific Considerations 144 (3) Managing a Channel of Distribution 147 (3) Relationship Marketing in Channels 147 (1) Vertical Marketing Systems 147 (3) Wholesaling 150 (1) Store and Nonstore Retailing 151 (4) Store Retailing 151 (1) Nonstore Retailing 152 (3) Conclusion 155 (2) Pricing Strategy 157 (10) Demand Influences on Pricing Decisions 157 (2) Demographic Factors 157 (1) Psychological Factors 157 (1) Price Elasticity 158 (1) Supply Influences on Pricing Decisions 159 (3) Pricing Objectives 159 (1) Cost Considerations in Pricing 159 (2) Product Considerations in Pricing 161 (1) Environmental Influences on Pricing Decisions 162 (1) Competition 162 (1) Government Regulations 162 (1) A General Pricing Model 163 (3) Set Pricing Objectives 163 (1) Evaluate Product-Price Relationships 163 (1) Estimate Costs and Other Price Limitations 164 (1) Analyze Profit Potential 165 (1) Set Initial Price Structure 165 (1) Change Price as Needed 166 (1) Conclusion 166 (1) PART D MARKETING IN SPECIAL FIELDS 167 (32) The Marketing of Services 168 (15) Important Characteristics of Services 170 (4) Intangibility 170 (1) Inseparability 171 (1) Perishability and Fluctuating Demand 172 (1) Client Relationship 172 (1) Customer Effort 173 (1) Uniformity 174 (1) Providing Quality Services 174 (2) Customer Satisfaction Measurement 175 (1) The Importance of Internal Marketing 175 (1) Overcoming the Obstacles in Service Marketing 176 (2) Limited View of Marketing 177 (1) Limited Competition 177 (1) Noncreative Management 177 (1) No Obsolescence 178 (1) The Service Challenge 178 (4) Banking 179 (1) Health Care 179 (1) Insurance 180 (1) Travel 180 (1) Implications for Service Marketers 181 (1) Conclusion 182 (1) Global Marketing 183 (16) The Competitive Advantage of Nations 184 (1) Organizing for Global Marketing 185 (5) Problems with Entering Foreign Markets 185 (2) Organizing the Multinational Company 187 (3) Programming for Global Marketing 190 (5) Global Marketing Research 190 (2) Global Product Strategy 192 (1) Global Distribution Strategy 193 (1) Global Pricing Strategy 194 (1) Global Advertising and Sales Promotion Strategy 194 (1) Entry and Growth Strategies for Global Marketing 195 (2) Conclusion 197 (2) SECTION II ANALYZING MARKETING PROBLEMS AND CASES 199 (14) A Case Analysis Framework 200 (7) Analyze and Record the Current Situation 201 (4) Analyze and Record Problems and Their Core Elements 205 (1) Formulate, Evaluate, and Record Alternative Courses of Action 206 (1) Select and Record the Chosen Alternative and Implementation Details 206 (1) Pitfalls to Avoid in Case Analysis 207 (1) Communicating Case Analyses 208 (4) The Written Report 209 (2) The Oral Presentation 211 (1) Conclusion 212 (1) SECTION III FINANCIAL ANALYSIS FOR MARKETING DECISIONS 213 (10) Financial Analysis 214 (8) Break-Even Analysis 214 (2) Net Present Value Analysis 216 (2) Ratio Analysis 218 (4) Conclusion 222 (1) SECTION IV DEVELOPING MARKETING PLANS 223 (12) A Marketing Plan Framework 224 (9) Title Page 225 (1) Executive Summary 225 (1) Table of Contents 226 (1) Introduction 226 (1) Situational Analysis 226 (1) Marketing Planning 226 (2) Implementation and Control of the Marketing Plan 228 (2) Summary 230 (1) Appendix---Financial Analysis 230 (3) References 233 (1) Conclusion 233 (2) Chapter Notes 235 (7) Index 242…”