Volume 3 Number 1 (April - September 2003)

  IMPACT OF ON-LINE TECHNOLOGIES FOR E-MUSIC SUPPLIER NETWORKS
Gary Graham, Glenn Hardaker
 


There have been many claims that the Internet will revolutionise the way organizations do business. Though the Internet is increasingly encroaching on every facet of business life, the evidence for its transformative powers is still weak. However, there is one business sector where it does appear to be creating a revolution: the music industry. As this article will show, the Internet is radically transforming that industryís supply chain. Aided by the advent of peer-to-peer music-swapping technologies and the emergence of organisations such as Napster, the Internet is also opening up the industry to piracy on a scale never seen before and thereby threatening the traditional dominance of the big record labels - in the global music market. Therefore, the internet is not just speeding up transactions and reducing costs; through the scale and nature of the piracy it has facilitated, it is also challenging the power of the big record labels and threatening to transform the entire structure of the industry.
 

  LISTENING QUALITY OF THE POINT OF SERVICE PERSONNEL (PSPS) AS IMPULSE TRIGGER IN SERVICE PURCHASE: A RESEARCH FRAMEWORK   M.L.Agrawal, Marcus Schmidt
 


As most services are purchased in an interpersonal dyad, the role of the point of service personnel (PSPs hereafter), especially in how do they listen to the visiting service customers (VSCs) is potentially significant. PSPs can trigger an impulse buying among the VSCs. An increasing number of services are presently bought on impulse. Accordingly we propose a research framework to help test empirical linkages, if any, between the listening quality of the PSPs and impulse buying of services. The framework focuses on three listening quality parameters - Attentiveness, Perceptiveness and Responsiveness as the projected triggers for an impulse purchase of service products. The attempts are designed to spur serious research in impulsive buying of services as well as the listening quality of the point of service personnel.
 

  MOTIVATIONS TO USE INTERACTIVE TECHNOLOGIES IN MARKETING: A STUDY IN INDIAN SERVICE BUSINESSES
Sanjaya S. Gaur, K. Abdul Waheed
 


I
nteractive technology helps marketers to inexpensively engage consumers in oneto- one relationships fueled by two-way conversations via mouse clicks on a computer, touch-tone buttons on a telephone or surveys completed at a kiosk. Several organisations especially in services businesses are increasingly strengthening their marketing function by effectively interacting with their customers with the help of sophisticated interactive technologies in an integrated manner. Enough research in the usage or adoption of electronic data interchange (EDI) can be found both in information systems and marketing literature. A careful review of available literature further shows that the usage or adoption of Internet and e-mail has been studied in detail by various researchers across the world. Therefore, it appears that different interactive technologies have been studied individually by different researchers. We did not come across any study making an attempt to understand the motivation for usage of all adopted interactive technologies together in an organisation for the purpose of marketing activities in particular. This gap is wider when one tries to find out studies related to interactive technologies and their usage or adoption especially for marketing activities in a developing country like India. This paper attempts to understand the factors influencing the usage of interactive technologies in services businesses with the intention to derive implications for the development of interactive technologies to suit its intended users.
 

  MOTIVATIONS TO USE INTERACTIVE TECHNOLOGIES IN MARKETING: A STUDY IN INDIAN SERVICE BUSINESSES
BBL Sharma        
 


H
ealth Sector reforms as initiatives of recent origin in India deserve more careful understanding and analysis. This paper looks at the various modes of financing health care. The options like user charges and health insurance have been examined to address the challenges of health security. The importance of financing mechanisms and processes involved in production, distribution, utilization of health care services are discussed for their viability within the context of draft National Health Policy 2001.
 

  CO-EVOLUTION OF MANUFACTURING AND SERVICE INDUSTRY FUNCTIONS
Chihiro Watanabe, Bernadetta Kwintiana Ane
 


A dramatic surge in information technology (IT) around the world is subjecting firms to a new  paradigm, thereby resulting in a lower operating income to sales (OIS) ratio for Japanís leading electric machinery firms. The only exception to this trend is Canon, which has demonstrated a clear contrast with rival firms by increasing its OIS. This corresponds to another contrast with respect to diversification strategy. Contrary to a trend of reduced dependency on diversification by Japanese electric machinery firms, only Canon has increased its diversification. The above suggests that Canon has constructed a sophisticated business model that enables it to increase OIS in an information society and such success can be attributed to its diversification strategy. By following such a strategy, Canon has succeeded in developing new functionality by means of wide-ranging inter-technology spillover in manufacturing processes that leads to spillover technologies in the marketplace, thereby constructing a self-propagating structure. This business model can be identified as a co evolution between manufacturing and service industry functions and can offer a new insight for manufacturing industry amidst the current paradigm shift from an industrial society to an information society. Given the significance of survival strategy for  manufacturing industry in a new paradigm, this paper examines the mechanism of Canonís diversification strategy and demonstrates the significance of its business model in a new paradigm.
 

  CUSTOMER OUTRAGE AND DELIGHT
Harsh V. Verma
 


T
he service sector in India is the fastest growing sector. This apparently means plenty of opportunities for service businesses. But, the competition is becoming fiercer along side. Capturing and keeping a customer is a great challenge. Opportunities do not translate into business easily. Accordingly, the marketer is faced with a challenge as to how to create a service package, which wins customers and assures their loyalty. The marketer needs to go beyond simple satisfaction to total satisfaction or delight. This can only be done when the marketer is armed with the knowledge of what satisfies and delights the customer. The present study utilized the critical incident technique to identify the factors, which cause customers to feel outraged and delighted. The factors responsible for customersí outrage pertain to the core service failure. These include amongst others, non-performance of promised service and rude, offensive and impolite staff. For customer, these imply violation of something fundamental to a service transaction. These are basic essentials to be in the business. But these are not sufficient. On the other hand delighters by and large relate to good interpersonal performance. Customers get delighted when they interact with customer oriented staff. Delighters include friendliness, courtesy, consideration, problem solving, and personalization.
 

  ON-LINE PRICING: CONCEPT, METHODS AND CURRENT PRACTICES
D.P.S. Verma, Gaytri Varma
 


I
n the present era of the Internet and the World Wide Web, price, one of the flexible but sensitive elements of the marketing-mix, is posing a major challenge to marketers. The Internet, which is seen by experts as the least expensive and the most cost-effective marketing tool, is affecting the price-sensitivity of customers in many ways. In order to take right on-line pricing decisions, marketers need to understand this phenomenon. Because of the savings in different types of costs by using the Internet and the fierce competition faced by marketers on the Internet, on-line prices tend to be lower than the prices offered through the traditional channels. However, it will be wrong to conclude that the Internet is leading to commoditisation of all the goods.
 

  AN INSIGHT INTO SERVICE ATTRIBUTES IN BANKING SECTOR
S. Prabhakaran, Satya S.
 


I
t is important to understand the factors contributing to customer satisfaction. The study examines the various service attributes in the banking sector. The common service dimensions are reliability, responsiveness, assurance, empathy and tangibility. It is based on the SERVQUAL model. Quality service is a winning edge in the highly competitive environment.

   
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