Presents a foundation for the development of marketing decision support systems (MDSS). Argues that traditional management information systems typically follow a sequential flow through analysis, design, and implementation; MDSS involves a developmental approach emphasizing iteration and...

Suggests that theories of procedural fairness can offer insights into the effectiveness of complaint‐handling strategies. Discusses complaint‐handling strategies, equity theory, distributive fairness, procedural fairness, interactional fairness and how marketers can best satisfy complainers....

There have traditionally been different ways in which to view the marketing task, distinctions that have been drawn to facilitate the level of insight available to managers involved in marketing the firm's offer. A traditional distinction has been between business‐to‐consumer (B2C) and...

The study reported perceived sales interaction conflict (PSIC) as a construct in need of evaluation. As a first step toward validation of a PSIC measure, the study draws perceptual data from a sample of professional industrial buyers. The researchers provide evidence as to the dimensionality of...

Purpose – The purpose of this paper is to develop an innovative conceptual view on the management of strategic or important customers in business markets, so‐called (key) account management. Central to this new perspective is customer value creation through external customer alignment. The...

Purpose – This paper seeks to focus more attention on market threat variables, their role in contributing to market risk and how to anticipate them. Design/methodology/approach – Selected marketing and economics variables are considered in the context of their potentially dangerous or...

Focusses on the identification of the significant differences in the assessment of the importance of 35 carrier selection variables by both carriers and shippers. The results indicate that significant perceptual differences do exist for those surveyed, and it is quite possible that such...

An increasing number of small firms are moving into export operations. This paper reports the results of a study that examined the influence of market distance on managers’ choosing between use of in‐house expertise (integration) or external sources to obtain foreign market information....

Examines possible reasons behind the current rapid growth of national accounts. In particular, it examines how relationship marketing/selling has increased the need for national account programs. The article first provides a review of the national account management literature. Then, findings...

This case study is the result of in‐depth investigation into a major Swedish multinational company in the data processing and computer equipment field. Addresses the issue of key account management and questions some of the existing views in the literature. In particular, it demonstrates that...