While many firms have developed programs to handle individual complaints, few have implemented programs to analyze aggregate complaints over time. Attempts to fill that void and outlines a method to analyze and manage aggregate complaints. This is a critical part of a complete complaint...

Alpert et al. ′s (1993) study on the relationship between objective product quality and price is both interesting and important. It continues the tradition of “borrowing” relevant theories from other disciplines to explicate problems faced in marketing. However, some issues raised...

Claims that, for many types of product, quality can be uncertain even after purchase and use, especially in services industries. Asks, if consumers cannot “learn” about the quality of a firm’s products, then what criteria will consumers use to judge product quality? Aims to develop a...

Compares consumer preferences for goods made abroad and in the home country by both foreign and home‐country firms. These preferences and the intervening role of price‐quality attributes are assessed in an empirical study using conjoint analysis and a MANOVA procedure. Results suggest that...

In addition to facing a number of special management challenges, the family company, defined as a business owned and operated by a family that employs several family members, must pay special attention to communicating with its stakeholders. Family companies share many stakeholder groups with...

Evaluates the perception of US industrial purchasers of products of industrialized countries and major Latin American nations. Shows that price is the only perceived strength of Latin American products while quality and delivery variables constitute the perceived core competency of products...

Tests the relevance of positioning within the domain of business marketing through the application of a new typology of positioning strategies. The proposed typology is tested in a well‐established market sector which is characterised by commodity products and consequently the research deals...

In a study involving a mail survey of Australian and New Zealand purchasing agents, a number of hypotheses relating to the potential influence of country‐of‐origin information were investigated. Country‐of‐assembly and country‐of‐design were both included in this study, which also...

This article reports on a study of Hungarian consumer attitudes towards foreign and domestic products and their origin countries. Factor analysis of the findings indicates some consistency in the way consumers structure their assessment of foreign origins. The structure differs somewhat when...

Reports on a study of the relative importance of 17 import decision variables as rated by Japanese import managers. A systematic sample of 52 managers representing different companies in Japan participated. The Japanese findings were compared with the US data from an earlier study by the author....