Reports on a study to investigate the impact of customer satisfaction of different types of company responses to letters of complaint. Considers the effects on consumers of various defensive marketing strategies: letter and free good, letter only, and no response. Surmises that the results...

Physical distribution (PD) management has often been viewed only as the administration of storage and transportation activities. However, increasing demands on customer service, added product complexity, increased transportation costs and intensifying competition have significantly broadened the...

Introduction How thoroughly do practitioners read marketing journals? For most marketing journals, practitioner subscribers represent the largest and therefore the most important potential readership segment. As others have noted, unless a journal is read, its effectiveness is minimized...

The development process for new products is critically dependent on customer‐generated new product ideas. Although several conduits exist for identifying and communicating these ideas, by far the most productive one is the organization’s salesforce. While the integral role of salespeople as...