Marketing Management 1997 - 1998: Vol 6 Index

7 Pages·3 MB·English

Annotated Index
Volume 6
Author Index
“denotes coauthor
Aaker, David A.*/“Guide to Consumerism, Hise, Richard T./“Globe Trotting”/V6N3, Peacock, Peter/“Data Mining in Marketing:
A”/V6N1,SPR97/Page 44. FALL97/Page 50. Part 1”°/V6N4,WIN98/Page 8.
Alpert, Mark I.*/“Determinant Buying Atti- Jones, Thomas O./“Delivering the Goods”/ Pope, Jeffrey*/“Never-Ending
tudes: Meaning and Measurement’’/ V6N4,WIN98/Page 4. Journey”/V6N 1,SPR97/Page 4.
V6N2,SUM97/Page 50.
Kasper, Hans/“Remote Service Delivery”/ Pusateri, Michael A.*/“Strategic Sales
Anthony, Toni*/“Climbing Rockies, V6N3,FALL97/Page 38. Force, The”/V6N2,SUM97/Page 28.
The”/V6N2,SUM97/Page 37.
Keaveney, Susan M./“When MTV Goes Reid, John/“Brilliant Futures”/V6N2,
Bandyopadhyay, Subir*/“Playing to CEO”/V6N3,FALL97/Page 21. SUM97/Page 4.
Win’/V6N1,SPR97/Page 8.
Krapfel, Robert E.*/“Strategic Sales Force, Roth, Martin S./“Taming Technology”/
Berry, Leonard L./“Service Nightmare, The’/V6N2,SUM97/Page 28. V6N4,WIN98/Page 20.
The’/V6N3, FALL97/Page 10.
Krinick, Evan H.*/“Employment Discrimi- Rust, Roland T./“Dawn of Computer
Bottone, Mario*/“Playing to nation Claims”/V6N2,SUM97/Page 46. Behavior, The”/V6N3,FALL97/Page 31.
Win’/V6N1,SPR97/Page 8.
Leigh, Laurence/“Getting the ‘Pulse’ Rac- Schuler, Drue K.*/“Fostering Esprit de
Boyt, Thomas E.*/“Fostering Esprit de ing’/V6N1,SPR97/Page 30. Corps in Marketing”/V6N 1,SPR97/Page
Corps in Marketing’/V6N 1,SPR97/Page 20.
Lovelock, Christopher H./“Fear of a Reces-
20.
sion’/V6N3,FALL97/Page 14. Schultz, Don E.*/“Making Marcom an
Brown, Stephen W./“Service Recovery Investment’”/V6N3,FALL97/Page 40.
Lusch, Robert F.*/“Fostering Esprit de
Through IT’/V6N3,FALL97/Page 25.
Corps in Marketing”/V6N1,SPR97/Page Sengupta, Sanjit*/“Strategic Sales Force,
Cobb, Mike*/‘‘Picture Perfect”/V6N 1, 20. The”/V6N2,SUM97/Page 28.
SPR97/Page 38.
Montgomery, David B.*/“Toward Strategic Sherer, Lori Underhill*/“Customized Cus-
Corson, Judith*/“Never-Ending Intelligence Systems”/V6N4, WIN98/ tomer Loyalty”/V6N2,SUM97/Page 20.
Journey”/V6N1,SPR97/Page 4. Page 44. Simpson, R. Bruce/“Long Haul,
Cressman, George E., Jr./“Snatching Defeat Myers, James H.*/“Determinant Buying The”/V6N3,FALL97/Page 4.
From the Jaws of Victory”/V6N2, Attitudes: Meaning and Measure- Slater, Stanley F.*/“Climbing Rockies,
SUM97/Page 8. ment’/V6N2,SUM97/Page 50. The”/V6N2,SUM97/Page 37.
Day, George, S.*/“Guide to Consumerism, Oliva, Ralph A./“Harnessing an Unpre-
Stauss, Bernd/“Global Word of
A”/V6N1,SPR97/Page 44. dictable Tool”/V6N1,SPR97/Page 34. Mouth’/V6N3,FALL97/Page 28.
Duboff, Robert S.*/“Customized Customer Oliva, Ralph A./“Rules of the Road Add to
Sullivan, Dave*/“Picture
Loyalty”/V6N2,SUM97/Page 20. Success”/V6N2,SUM97/Page 43. Perfect’”/V6N 1,SPR97/Page 38.
Fram, Eugene H./“Customer Penalty Box, Oliva, Ralph A./“Help Them Find Tong, Louis/““Consumerism Sweeps the
The”/V6N3,FALL97/Page 60. It—Fast!”/V6N4,WIN98/Page 36. Mainland”/V6N4,WIN98/Page 32.
Glynn, William J./“Building Future Rela- Olson, Eric M.*/“Climbing Rockies, Weinberg, Charles B.*/“Toward Strategic
tionships”/V6N3,FALL97/Page 34. The”/V6N2,SUM97/Page 37. Intelligence Systems”/V6N4,WIN98/
Gronstedt, Anders*/“Making Marcom an Ortego, Joseph J.*/“Employment Discrimi- Page 44.
Investment’/V6N3,FALL97/Page 40. nation Claims”/V6N2,SUM97/Page 46.
Gummesson, Evert/“Collaborate or Com- Ortego, Joseph J./“Disparaging Word,
pete”/V6N3,FALL97/Page 17. A”/V6N4,WIN98/Page 53.
Winter 1998 MARKETING MANAGEMENT 57
Title Index
“Brilliant Futures”/Reid, John/V6N2, “Employment Discrimination Claims”/ “Picture Perfect”/Cobb, Mike;Sullivan,
SUM97/Page 4. Ortego, Joseph J.;Krinick, Evan H./ Dave/V6N1,SPR97/Page 38.
V6N2,SUM97/Page 46.
“Building Future Relationships”’/Glynn, “Playing to Win’/Bandyopadhyay, Subir;
William J./V6N3,FALL97/Page 34. “Fear of a Recession’/Lovelock, Christo- Bottone, Mario/V6N1,SPR97/Page 8.
pher H./V6N3,FALL97/Page 14.
“Climbing Rockies, The”/Olson, Eric “Remote Service Delivery’”/Kasper, Hans/
M.;Slater,Stanley F.;Anthony, “Fostering Esprit de Corps in Marketing”’/ V6N3, FALL97/Page 38.
Toni/V6N2, SUM97/ Page 37. Boyt, Thomas E.;Lusch, Robert F.; “Rules of the Road Add to Success’’/Oliva,
“Collaborate or Compete”/Gummesson, Schuler, Drue K./V6N1,SPR97/Page 20. Ralph A./V6N2,SUM97/Page 43.
Evert/V6N3,FALL97/Page 17. “Getting the ‘Pulse’ Racing”/Leigh, Lau- “Service Nightmare, The’’/Berry, Leonard
“Consumerism Sweeps the Mainland”/ rence/V6N1,SPR97/Page 30. L./V6N3, FALL97/Page 10.
Tong, Louis/V6N4,WIN98/Page 32. “Global Word of Mouth’/Stauss, Bernd/ “Service Recovery Through IT’/Brown,
“Customer Penalty Box, The”/Fram, V6N3,FALL97/Page 28. Stephen W./V6N3,FALL97/Page 25.
Eugene H./V6N3,FALL97/Page 60. “Globe Trotting”/Hise, Richard T./ “Snatching Defeat From the Jaws of Victo-
“Customized Customer Loyalty”/Duboff, V6N3,FALL97/Page 50. ry’/Cressman, George E., Jr./V6N2,
Robert S.;Sherer, Lori Underhill/V6N2, “Guide to Consumerism, A”/Day, George, SUM97/Page 8.
SUM97/Page 20. S.;Aaker, David A./V6N1,SPR97/Page “Strategic Sales Force, The”/Sengupta,
44.
“Data Mining in Marketing: Part 1”/Pea- Sanjit;Krapfel, Robert E.;Pusateri,
cock, Peter/ V6N4,WIN98/Page 8. “Harnessing an Unpredictable Tool’/Oliva, Michael A./V6N2,SUM97/Page 28.
Ralph A./V6N1,SPR97/Page 34.
“Dawn of Computer Behavior, The”’/Rust, “Taming Technology”/Roth, MartinS./
Roland T./V6N3,FALL97/Page 31. “Help Them Find It—Fast!”’/Oliva, Ralph V6N4,WIN98/Page 20.
A./V6N4,WIN98/36.
“Delivering the Goods”/Jones, Thomas “Toward Strategic Intelligence Systems”/
O./V6N4,WIN98/Page 4. “Long Haul, The”/Simpson, R. Bruce/ Montgomery, David B.;Weinberg,
V6N3,FALL97/Page 4. Charles B./V6N4,WIN98/Page 44.
“Determinant Buying Attitudes: Meaning
and Measurement’’/Myers, James H.; “Making Marcom an Investment’’/Schultz, “When MTV Goes CEO”/Keaveney, Susan
Alpert, Mark I./V6N2,SUM97/Page 50. Don E.;Gronstedt, Anders/V6N3, M./V6N3,FALL97/Page 21.
FALL97/Page 40.
“Disparaging Word, A”/Ortego, Joseph
J./V6N4,WIN98/Page 53. “Never-Ending Journey’/Corson, Judith;
Pope, Jeffrey/V6N1,SPR97/Page 4.
Subject Index
BUYER BEHAVIOR Chinese middle class will wield more CHANNELS OF DISTRIBUTION/LOGISTICS
spending power by the year 2000.
“Snatching Defeat From the Jaws of Victo- “Remote Service Delivery”/ Kasper,
“Dawn of Computer Behavior, The”/ Rust,
ry’/ Cressman, George E., Jr./V6N2, Hans/V6N3,FALL97/Page 38/Informa-
Roland T./V6N3,FALL97/Page
SUM97/Page 8/Why do good managers tion technology will alter the distribution
31/Interactive service marketers will
make bad pricing decisions? of services—if customers cooperate.
find their customer isn’t human.
Complaint Management Retailing
“Determinant Buying Attitudes: Meaning
“Global Word of Mouth’/ Stauss, Bernd/ and Measurement”/ Myers, James H.; “Delivering the Goods’/ Jones, Thomas O./
V6N3,FALL97/Page 28/Service bashing Alpert, Mark I./V6N2,SUM97/Page 50/ V6N4,WIN98/Page 4/Streamline sees
on the Internet is a thorny issue. Which attributes really relate to purchas- virtual shopping poised for explosive
ing decisions and differentiate products? growth in the new millennium. An inter-
“Service Recovery Through IT’/ Brown,
Stephen W./V6N3,FALL97/Page Journal of Marketing reprint. view with Streamline’s Chief Informa-
25/Complaint handling will differentiate “Guide to Consumerism, A”/ Day, George, tion Officer, Tom Jones.
firms in the future. S.;Aaker, David A./V6N1,SPR97/Page INDUSTRIAL/BUSINESS-T0-BUSINESS
44/What is it, where did it come from,
Consumer Behavior MARKETING
and where is it going? Journal of Mar-
“Consumerism Sweeps the Mainland”/ keting reprint. “Harnessing an Unpredictable Tool’’/ Oliva,
Tong, Louis/V6N4,WIN98/Page 32/The
Ralph A./V6N1,SPR97/Page 34/We’re
only just beginning to understand the
58 Wier 1998 MARKETING MANAGEMENT
marketing power of the World Wide Generational Marketing “Rules of the Road Add to Success”/ Oliva,
Web. Ralph A./V6N2,SUM97/Page 43/Teams
“When MTV Goes CEO”/ Keaveney,
“Help Them Find It—Fast!’’/ Oliva, Ralph Susan M./V6N3,FALL97/Page 21/What navigating the “information superhigh-
A./V6N4,WIN98/Page 36/Some mar- happens when the “unmanageables” way” often have to make up the rules as
keters streamline visitors’ search for become managers? they go.
information on the Web. Consumer Promotion
Marketing & Economic Development
“Picture Perfect”/ Cobb, Mike;Sullivan,
“Playing to Win’/ Bandyopadhyay, Subir;
Dave/V6N1,SPR97/Page 38/Adding “Globe Trotting”/ Hise, Richard T./V6N3,
Bottone, Mario/V6N1,SPR97/ Page 8/
video to the marketing mix can fine-tune FALL97/Page 50/Uncle Sam is spend- On and off the field, pro sports is more
a business-to-business strategy. ing $3 billion a year to help smaller competitive than ever.
businesses get into the export game.
“Rules of the Road Add to Success”/ Oliva,
Direct Marketing
Ralph A./V6N2,SUM97/Page 43/Teams Public Policy and Marketing
navigating the “information superhigh- “Help Them Find It—Fast!”/ Oliva, Ralph
“Globe Trotting”/ Hise, Richard T./ V6N3,
way” often have to make up the rules as A./V6N4,WIN98/Page 36/Some mar-
FALL97/Page 50/Uncle Sam is spend-
they go. keters streamline visitors’ search for
ing $3 billion a year to help smaller
information on the Web.
Organizational Buying Behavior businesses get into the export game.
Relationship Marketing
“Strategic Sales Force, The”/ Sengupta, “Guide to Consumerism, A”/ Day, George,
Sanjit;Krapfel, Robert E.;Pusateri, S.;Aaker, David A./V6N1,SPR97/Page “Collaborate or Compete”/ Gummesson,
Michael A./V6N2,SUM97/Page 44/What is it, where did it come from, Evert/V6N3,FALL97/Page 17/Conflict-
28/Work load, compensation, and tech- and where is it going? Journal of Mar- ing trends plague services marketers.
nology all affect key account manage- keting reprint. “Taming Technology”/ Roth, Martin S./
ment. “Playing to Win’/ Bandyopadhyay, Subir; V6N4, WIN98/Page 20/Financial ser-
INTERNATIONAL/GLOBAL MARKETING Bottone, Mario/V6N1,SPR97/ Page 8/ vices are learning to manage customer
On and off the field, pro sports is more relationships. A discussion with Greg
“Consumerism Sweeps the Mainland”’/ competitive than ever. Holzwarth, EVP and GM, Financial Ser-
Tong, Louis/V6N4,WIN98/Page 32/The “Toward Strategic Intelligence Systems”/ vices Div., Epsilon; and Ruben Pinchan
Chinese middle class will wield more Montgomery, David B.;Weinberg, ski, Chief Interactive Architect, Strate-
spending power by the year 2000. Charles B./V6N4,WIN98/Page 44/The gic Interactive Group.
“Globe Trotting”’/ Hise, Richard quality of strategic planning depends on MARKETING MANAGEMENT
T./V6N3,FALL97/Page 50/Uncle Sam is the quality of information gathering.
spending $3 billion a year to help small- MARKETING COMMUNICATIONS “Brilliant Futures”/ Reid, John/V6N2,
er businesses get into the export game. SUM97/Page 4/ The Edison Project’s
“Climbing Rockies, The”’/ Olson, Eric M.; plan envisions prosperity for all in good
MARKETING & SOCIETY/MACROMARKETING
Slater, Stanley F.;Anthony, Toni/V6N2, schools. An interview with COO John
“Brilliant Futures”/ Reid, John/V6N2, SUM97/Page 37/Will marketing wiz- Reid.
SUM97/Page 4/ The Edison Project’s ardry elevate Colorado’s MLB team to “Employment Discrimination Claims”/
plan envisions prosperity for all in good new heights? Ortego, Joseph J.;Krinick, Evan H./
schools. An interview with COO John “Disparaging Word, A”’/ Ortego, Joseph V6N2,SUM97/Page 46/Sales and mar-
Reid. J./V6N4,WIN98/Page 53/Employers may keting execs can take steps to limit their
company’s risk.
“Guide to Consumerism, A”/ Day, George, be able to use the federal Lanham Act to
S.;Aaker, David A./V6N1,SPR97/Page prohibit former employees from using “Getting the ‘Pulse’ Racing”/ Leigh, Lau-
44/What is it, where did it come from, unfair methods to compete—even in the rence/V6N 1 ,SPR97/Page 30/Entrepre-
and where is it going? Journal of Mar- absence of a non-compete agreement. neurs turn cost centers into profit cen-
keting reprint. “Harnessing an Unpredictable Tool’/ Oliva, ters.
Legal Issues Ralph A./V6N1,SPR97/Page 34/We’r e “Guide to Consumerism, A’/ Day, George,
only just beginning to understand the mar- S.;Aaker, David A./V6N1,SPR97/Page
“Disparaging Word, A”/ Ortego, Joseph keting power of the World Wide Web. 44/What is it, where did it come from,
J./V6N4,WIN98/Page 53/Employers “Making Marcom an Investment’/ Schultz, and where is it going? Journal of Mar-
may be able to use the federal Lanham
Don E.;Gronstedt, Anders/V6N3, keting reprint.
Act to prohibit former employees from
FALL97/Page 40/ Market-driven “Harnessing an Unpredictable Tool’’/ Oliva,
using unfair methods to compete—even
accounting system splits spending into Ralph A./V6N1,SPR97/Page 34/We’r e
in the absence of a non-compete agree-
business-building and brand-building only just beginning to understand the mar-
ment.
activities keting power of the World Wide Web.
“Employment Discrimination Claims”/
Ortego, Joseph J.;Krinick, Evan H./ “Picture Perfect’/ Cobb, Mike;Sullivan, Complaint Management
Dave/V6N1,SPR97/Page 38/Adding
V6N2,SUM97/Page 46/Sales and mar- “Global Word of Mouth’/ Stauss, Bernd/
video to the marketing mix can fine-tune
keting execs can take steps to limit their V6N3,FALL97/Page 28/Service bashing
a business-to-business strategy.
company’s risk. on the Internet is a thorny issue.
Winter 1998 MARKETING MANAGEMENT 59
“Service Recovery Through IT”’/ Brown, Punitive service fees are on the rise, but happens when the “unmanageables”
Stephen W./V6N3,FALL97/Page 25/ are they a judicious marketing tool? become managers?
Complaint handling will differentiate “Delivering the Goods”/ Jones, Thomas O./ Strategic Marketing Planning
firms in the future.
V6N4,WIN98/Page4/Streamline sees
“Customized Customer Loyalty”/ Duboff,
Customer Loyalty/Retention virtual shopping poised for explosive
Robert S.;Sherer, Lori Underhill/V6N2,
growth in the new millennium. An inter-
“Customer Penalty Box, The”/ Fram, SUM97/Page 20/In the real world, all
view with Streamline’s Chief Informa-
Eugene H./V6N3,FALL97/Page 60/ customers are not created equal.
tion Officer, Tom Jones.
Punitive service fees are on the rise, but “Service Nightmare, The”/ Berry, Leonard
“Fear of a Recession”/ Lovelock, Christo-
are they a judicious marketing tool? L./V6N3, FALL97/Page 10/Success sus-
pher H./V6N3,FALL97/Page 14/The
“Customized Customer Loyalty”’/ Duboff, tainers include customer-centered val-
best way to deal with it is to prepare for
Robert S.;Sherer, Lori Underhill/V6N2, it. ues, listening-based innovation, acting
SUM97/Page 20/In the real world, all small, and encouraging employees to
customers are not created equal. “Fostering Esprit de Corps in Marketing”/ feel and act like owners.
Boyt, Thomas E.;Lusch, Robert F.;
Customer Satisfaction/Quality “Snatching Defeat From the Jaws of Victo-
Schuler, Drue K./V6N1,SPR97/Page
ry’/ Cressman, George E., Jr./V6N2,
“Long Haul, The”’/ Simpson, R. Bruce/ 20/Here’s an instrument for measuring
SUM97/Page 8/Why do good managers
V6N3,FALL97/Page 4/Roberts Express esprit de corps that can be easily adapted
make bad pricing decisions?
looks to superior service, not just tech- to any marketing organization.
“Toward Strategic Intelligence Systems”/
nology, to sustain its success. An inter- “Help Them Find It—Fast!”/ Oliva, Ralph
Montgomery, David B.;Weinberg,
view with CEO R. Bruce Simpson. A./V6N4,WIN98/Page 36/Some mar-
Charles B./V6IN4, WIN98/Page 44/The
“Never-Ending Journey”/ Corson, Judith; keters streamline visitors’ search for
quality of strategic planning depends on
Pope, Jeffrey/V6N 1,SPR97/Page 4/ Win- information on the Web.
the quality of information gathering.
ning the Baldrige is only the start for Cus- “Making Marcom an Investment’’/ Schultz,
tom Research Inc. An interview with CRI Don E.;Gronstedt, Anders/V6N3, MARKETING RESEARCH
partners Judith Corson and Jeffrey Pope. FALL97/Page 40/ Market-driven
“Determinant Buying Attitudes: Meaning
Employee Selection & Training accounting system splits spending into and Measurement’’/ Myers, James H.;
business-building and brand-building
Alpert, Mark I./V6N2,SUM97/Page 50/
“Employment Discrimination Claims”/ activities
Ortego, Joseph J.;Krinick, Evan H./ Which attributes really relate to purchas-
V6N2,SUM97/Page 46/Sales and mar- Marketing Organization ing decisions and differentiate products?
keting execs can take steps to limit their “Fear of a Recession”/ Lovelock, Christo- Journal of Marketing reprint.
company’s risk. pher H./V6N3,FALL97/Page 14/The “Fostering Esprit de Corps in Marketing”/
“Fostering Esprit de Corps in Marketing”’/ best way to deal with it is to prepare for Boyt, Thomas E.;Lusch, Robert F.;
Boyt, Thomas E.;Lusch, Robert F.; it. Schuler, Drue K./V6N1,SPR97/Page 20/
Schuler, Drue K./V6N1,SPR97/Page “Fostering Esprit de Corps in Marketing”’/ Here’s an instrument for measuring
20/Here’s an instrument for measuring Boyt, Thomas E.;Lusch, Robert F.; esprit de corps that can be easily adapted
esprit de corps that can be easily adapted Schuler, Drue K./V6N1,SPR97/Page to any marketing organization.
to any marketing organization. 20/Here’s an instrument for measuring “Never-Ending Journey”/ Corson, Judith;
Event/Sports Marketing esprit de corps that can be easily adapted Pope, Jeffrey/V6N1,SPR97/Page 4/Win-
to any marketing organization. ning the Baldrige is only the start for
“Climbing Rockies, The”/ Olson, Eric M.; Custom Research Inc. An interview with
“Getting the ‘Pulse’ Racing”/ Leigh, Lau-
Slater, Stanley F.;Anthony, Toni/ CRI partners Judith Corson and Jeffrey
rence/V6N1,SPR97/Page 30/Entrepre-
V6N2,SUM97/Page 37/Will marketing Pope.
neurs turn cost centers into profit centers.
wizardry elevate Colorado’s MLB team
to new heights? “Never-Ending Journey”/ Corson, Judith; Competitive Intelligence
Pope, Jeffrey/V6N 1,SPR97/Page 4/Win- “Disparaging Word, A”/ Ortego, Joseph
“Playing to Win’/ Bandyopadhyay, Subir;
Bottone, Mario/V6N1,SPR97/ Page 8/ ning the Baldrige is only the start for J./V6N4,WIN98/Page 53/Employers
On and off the field, pro sports is more Custom Research Inc. An interview with may be able to use the federal Lanham
competitive than ever. CRI partners Judith Corson and Jeffrey Act to prohibit former employees from
Pope. using unfair methods to compete—even
Industry & Market Segmentation/Structure
“Service Nightmare, The’’/ Berry, Leonard in the absence of a non-compete agree-
“Collaborate or Compete”/ Gummesson, L./V6N3, FALL97/Page 10/Success sus- ment.
Evert/V6N3,FALL97/Page 17/Conflict- tainers include customer-centered val- “Toward Strategic Intelligence Systems’’/
ing trends plague services marketers. ues, listening-based innovation, acting Montgomery, David B.; Weinberg,
Marketing Effectiveness/Productivity small, and encouraging employees to Charles B./V6N4,WIN98/Page 44/The
feel and act like owners. quality of strategic planning depends on
“Customer Penalty Box, The”/ Fram, “When MTV Goes CEO”/ Keaveney, the quality of information gathering.
Eugene H./V6N3,FALL97/Page 60/
Susan M./V6N3,FALL97/Page 21/What
60 Wier 1998 MARKETING MANAGEMENT
Database Marketing Research/Measurement Techniques “Long Haul, The”/ Simpson, R. Bruce/
V6N3,FALL97/Page 4/Roberts Express
“Customized Customer Loyalty”/ Duboff, “Globe Trotting’/ Hise, Richard T./V6N3,
looks to superior service, not just tech-
Robert S.;Sherer, Lori Underhill/V6N2, FALL97/Page 50/Uncle Sam is spend-
nology, to sustain its success. An inter-
SUM97/Page 20/In the real world, all ing $3 billion a year to help smaller
view with CEO R. Bruce Simpson.
customers are not created equal. businesses get into the export game.
“Service Nightmare, The’’/ Berry, Leonard
“Data Mining in Marketing: Part 1”/ Pea- MARKETING THEORY & PHILOSOPHY L./V6N3, FALL97/Page 10/Success sus-
cock, Peter/V6N4,WIN98/Page 8/This is
tainers include customer-centered val-
the first article in a 2-part series examin- “Determinant Buying Attitudes: Meaning
ues, listening-based innovation, acting
ing several driving factors of the data and Measurement’/ Myers, James H.;
small, and encouraging employees to
mining revolution and applications to Alpert, Mark I./V6N2,SUM97/Page 50/
feel and act like owners.
marketing problems, plus describing cat- Which attributes really relate to purchas-
egories of data mining tasks and key ing decisions and differentiate products? SALES/SALES MANAGEMENT
weapons in the data mining arsenal. Journal of Marketing reprint.
Relationship Marketing
“Taming Technology’/Roth, Martin PRICING
S./V6N4,WIN98/Page 20/Financial ser- “Strategic Sales Force, The’’/ Sengupta,
vices are learning to manage customer “Customer Penalty Box, The”’/ Fram, Sanjit;Krapfel, Robert E.;Pusateri,
relationships. A discussion with Greg Eugene H./V6N3,FALL97/Page 60/ Michael A./V6N2,SUM97/Page
Holzwarth, EVP and GM, Financial Ser- Punitive service fees are on the rise, but 28/Work load, compensation, and tech-
vices Div., Epsilon; and Ruben Pinchan- are they a judicious marketing tool? nology all affect key account manage-
ski, Chief Interactive Architect, Strate- “Snatching Defeat From the Jaws of Victo- ment.
gic Interactive Group. ry’/ Cressman, George E., Jr./V6N2, Sales Force Motivation/Compensation
SUM97/Page 8/Why do good managers
Decision Support Systems
make bad pricing decisions? “Strategic Sales Force, The”/ Sengupta,
“Data Mining in Marketing: Part 1”’/ Pea- Sanjit;Krapfel, Robert E.;Pusateri,
cock, Peter/V6N4,WIN98/Page 8/This is PRODUCT/SERVICE MARKETING Michael A./V6N2,SUM97/Page 28/
the first article in a 2-part series examin- Work load, compensation, and technolo-
Brand Management
ing several driving factors of the data gy all affect key account management.
mining revolution and applications to “Climbing Rockies, The”’/ Olson, Eric M.; Sales Organization Effectiveness
marketing problems, plus describing cat- Slater, Stanley F.;Anthony, Toni/
egories of data mining tasks and key V6N2,SUM97/Page 37/Will marketing “Strategic Sales Force, The”’/ Sengupta,
weapons in the data mining arsenal. wizardry elevate Colorado’s MLB team Sanjit;Krapfel, Robert E.;Pusateri,
“Toward Strategic Intelligence Systems”/ to new heights? Michael A./V6N2,SUM97/Page 28/
Work load, compensation, and technolo-
Montgomery, David B.;Weinberg, “Making Marcom an Investment”/ Schultz,
gy all affect key account management.
Charles B./V6N4,WIN98/Page 44/The Don E.;Gronstedt, Anders/V6N3,
quality of strategic planning depends on FALL97/Page 40/Market-driven Selling Strategy
the quality of information gathering. accounting system splits spending into
“Consumerism Sweeps the Mainland”’/
Management of the Research Function business-building and brand-building Tong, Louis/V6N4,WIN98/Page 32/The
activities
Chinese middle class will wield more
“Never-Ending Journey”/ Corson,
“Playing to Win’/ Bandyopadhyay, Subir; spending power by the year 2000.
Judith;Pope, Jeffrey/V6N 1,SPR97/Page
Bottone, Mario/V6N1,SPR97/ Page 8/
4/Winning the Baldrige is only the start “Picture Perfect”/ Cobb, Mike;Sullivan,
for Custom Research Inc. An interview On and off the field, pro sports is more Dave/V6N1,SPR97/Page 38/Adding
competitive than ever.
with CRI partners Judith Corson and video to the marketing mix can fine-tune
Jeffrey Pope. Product Development/Innovation a business-to-business strategy.
Modeling “Brilliant Futures”/ Reid, John/V6N2, SERVICES MARKETING
SUM97/Page 4/ The Edison Project’s
“Data Mining in Marketing: Part 1”’/ Pea- plan envisions prosperity for all in good “Building Future Relationships”/ Glynn,
cock, Peter/V6N4,WIN98/Page 8/This is William J./V6N3,FALL97/Page
schools. An interview with COO John
the first article in a 2-part series examin- 34/Compatible interactive service sys-
ing several driving factors of the data Reid. tems will combat digital distancing.
mining revolution and applications to “Getting the ‘Pulse’ Racing”/ Leigh, Lau-
marketing problems, plus describing cat- rence/V6N1,SPR97/Page 30/Entrepre- “Collaborate or Compete”/ Gummesson,
egories of data mining tasks and key neurs turn cost centers into profit cen- Evert/V6N3,FALL97/Page 17/Conflict-
weapons in the data mining arsenal. ters. ing trends plague services marketers.
“Customer Penalty Box, The’/ Fram,
Quantitative Research Methods Product/Service Quality
Eugene H./V6N3,FALL97/Page 60/
“Customized Customer Loyalty”/ Duboff, “Getting the ‘Pulse’ Racing”/ Leigh, Lau- Punitive service fees are on the rise, but
Robert S.;Sherer, Lori Underhill/V6N2, rence/V6N1,SPR97/Page 30/Entrepre- are they a judicious marketing tool?
SUM97/Page 20/In the real world, all neurs turn cost centers into profit cen-
customers are not created equal. ters.
Winrer 1998 MARKETING MANAGEMENT 61
“Dawn of Computer Behavior, The”/ Rust, TECHNOLOGY AND MARKETING “Dawn of Computer Behavior, The”’/ Rust,
Roland T./V6N3,FALL97/Page 3 1/ Roland T./V6N3,FALL97/Page 3 1/
Interactive service marketers will find “Data Mining in Marketing: Part 1”/ Pea- Interactive service marketers will find
their customer isn’t human. cock, Peter/V6N4,WIN98/Page 8/This is their customer isn’t human.
the first article in a 2-part series examin-
“Delivering the Goods”/ Jones, Thomas “Delivering the Goods”/ Jones, Thomas O./
ing several driving factors of the data
O./V6N4,WIN98/Page 4/Streamline V6N4,WIN98/Page 4/Streamline sees
mining revolution and applications to
sees virtual shopping poised for explo- virtual shopping poised for explosive
marketing problems, plus describing cat-
sive growth in the new millennium. An growth in the new millennium. An inter-
egories of data mining tasks and key
interview with Streamline’s Chief Infor- view with Streamline’s Chief Informa-
weapons in the data mining arsenal.
mation Officer, Tom Jones. tion Officer, Tom Jones.
“Long Haul, The’/ Simpson, R. Bruce/
‘Fear of a Recession’’/ Lovelock, Christo- V6N3,FALL97/Page 4/Roberts Express Internet/Web Marketing
pher H./V6N3,FALL97/Page 14/The best
looks to superior service, not just tech- “Building Future Relationships”/ Glynn,
way to deal with it is to prepare for it.
nology, to sustain its success. An inter- William J./V6N3,FALL97/Page
“Global Word of Mouth’’/ Stauss, Bernd/ view with CEO R. Bruce Simpson. 34/Compatible interactive service sys-
V6N3,FALL97/Page 28/Service bashing “Picture Perfect”/ Cobb, Mike;Sullivan, tems will combat digital distancing.
on the Internet is a thorny issue.
Dave/V6N1,SPR97/Page 38/Adding “Dawn of Computer Behavior, The’’/ Rust,
“Remote Service Delivery”/ Kasper, Hans/ video to the marketing mix can fine-tune Roland T./V6N3,FALL97/Page
V6N3,FALL97/Page 38/Information a business-to-business strategy. 31/Interactive service marketers will
technology will alter the distribution of “Remote Service Delivery”/ Kasper, Hans/ find their customer isn’t human.
services—if customers cooperate.
V6N3,FALL97/Page 38/Information “Global Word of Mouth’’ Stauss,
“Service Nightmare, The’’/ Berry, Leonard technology will alter the distribution of Bernd/V6N3,FALL97/Page 28/Service
L./V6N3, FALL97/Page 10/Success sus- services—if customers cooperate. bashing on the Internet is a thorny issue.
tainers include customer-centered val-
“Service Recovery Through IT’/ Brown, “Harnessing an Unpredictable Tool’/ Oliva,
ues, listening-based innovation, acting
Stephen W./V6N3,FALL97/Page 25/ Ralph A./V6N1,SPR97/Page 34/We’re
small, and encouraging employees to
Complaint handling will differentiate only just beginning to understand the
feel and act like owners.
firms in the future. marketing power of the World Wide
“Service Recovery Through IT”’/ Brown, Database Marketing Web.
Stephen W./V6N3,FALL97/Page 25/
“Help Them Find It—Fast!”/ Oliva, Ralph
Complaint handling will differentiate “Making Marcom an Investment’/ Schultz,
A./V6N4,WIN98/Page 999/Some mar-
firms in the future. Don E.;Gronstedt, Anders/V6N3,
keters streamline visitors’ search for
“When MTV Goes CEO”/ Keaveney, FALL97/Page 40/ Market-driven information on the Web.
Susan M./V6N3,FALL97/Page 21/What accounting system splits spending into
happens when the “unmanageables” business-building and brand-building “Remote Service Delivery”/ Kasper, Hans/
become managers? activities V6N3,FALL97/Page 38/Informa-
tion technology will alter the distribution
“Taming a ae Roth, Martin S./
Financial Services Marketing of services—if customers cooperate.
V6N4,WIN98/Page 999/Financial ser-
“Taming Technology”/ Roth, Martin vices are learning to manage customer “Rules of the Road Add to Success’ Oliva,
S./V6N4,WIN98/Page 20/Financial ser- relationships. A discussion with Greg Ralph A./V6N2,SUM97/Page 43/Teams
vices are learning to manage customer Holzwarth, EVP and GM, Financial Ser- navigating the “information superhigh-
relations hips. A discussion with Greg vices Div., Epsilon; and Ruben Pinchan- way” often have to make up the rules as
Holzwarth, EVP and GM, Financial Ser- ski, Chief Interactive Architect, Strate- they go. #
vices Div., Epsilon; and Ruben Pinchan- gic Interactive Group.
ski, Chief Interactive Architect, Strate-
Interactive Marketing
gic Interactive Group.
“Building Future Relationships”/ Glynn,
Service Quality
William J./V6N3,FALL97/Page
“Long Haul, The”/ Simpson, R. Bruce/ 34/Compatible interactive service sys-
V6N3,FALL97/Page 4/Roberts Express tems will combat digital distancing.
looks to superior service, not just tech-
nology, to sustain its success. An inter-
view with CEO R. Bruce Simpson.
62 Winer 1998 MARKETING MANAGEMENT
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