Perreault−McCarthy: Basic
Marketing: A
Global−Managerial
Approach, 14/eBack Matter Notes © The McGraw−Hill
Companies, 2002774 Notes
20.“Careful What You Ask For,” American Demographics, July 1998,
pp. 8–15; See also John G. Keane, “Questionable Statistics,” American
Demographics,June 1985, pp. 18–21. Detailed treatment of confidence
intervals is beyond the scope of this text, but it is covered in most mar-
keting research texts, such as Donald R. Lehmann, Analysis for Marketing
Planning4th ed. (Burr Ridge, IL: Irwin/McGraw-Hill, 1997).
21.E. Jerome McCarthy et al., Basic Marketing: A Managerial Approach,
1st Australasian ed. (Richard D. Irwin: Burr Ridge, IL, 1994), pp. 128–29.
22.Alan R. Andreasen, “Cost-Conscious Marketing Research,” Har-
vard Business Review,July–August, 1983, pp. 74–81; A. Parasuraman,
“Research’s Place in the Marketing Budget,” Business Horizons,
March/April 1983, pp. 25–29; Jack J. Honomichl, “Point of View: Why
Marketing Information Should Have Top Executive Status,” Journal of
Advertising Research,November/December 1994, pp. 61–66; Jim Bessen,
“Riding the Marketing Information Wave,” Harvard Business Review,
September–October 1993, pp. 150–61.
Chapter 9
1.Available from World Wide Web: http://www.kodak.com; “Price
Wars, Shift to Digital Photos Leaving Kodak Out of the Picture,” Investor’s
Business Daily, March 19, 2001, p. A1; “Will Kodak’s Carp Miss His Photo
Op?” Business Week,October 9, 2000, p. 52; “Kodak Hires Web Guru to
Develop Its Digital Plans,” The Wall Street Journal,October 9, 2000, p.
B1ff.; “With Polaroid Film, You’re Seconds from Digital Fun,” USA Today,
September 20, 2000, p. 3D; “Affordable Digital Cameras Arrive, Bring-
ing Decent Quality under $150,” Investor’s Business Daily, September 8,
2000, p. A4; “Digital Video Cameras Give Amateurs Entree to Real
Movie-Making,” The Wall Street Journal,August 31, 2000, p. B1; “Shut-
terbugs Ditch 35mm Gear for Digital Cameras, Computer Printers,” The
Wall Street Journal,May 8, 2000, p. B1ff.; “Businesses Prove the Focus of
Big Digital Camera Sales,” Investor’s Business Daily, April 25, 2000, p. A6;
“Wall Street Left to Wonder Whether Kodak’s Getting the Digital Pic-
ture,” Investor’s Business Daily, April 11, 2000, p. A1; “Eastman Kodak
Splits Focus Between Old, New Film Worlds,” USA Today, February 14,
2000, p. 5B; “Fuji: Beyond Film,” Business Week,November 22, 1999, pp.
132–38; “Film vs. Digital: Can Kodak Build a Bridge?” Business Week,
August 2, 1999, pp. 66–69; “Shutter Snaps on Fisher’s Leadership at
Kodak,” The Wall Street Journal,June 10, 1999, p. B1ff.; “Momentous
Shifts,” Brandweek, June 1, 1998, pp. 26–30; “For New Film, a Brighter
Picture,” The Wall Street Journal,May 5, 1998, p. B1ff.; “For Kodak’s
Advantix, Double Exposure as Company Relaunches Camera System,”
The Wall Street Journal,April 23, 1997, p. B1ff.; “APS Camera Brands
Make Picture-Imperfect Debut,” Ad Age International,January 1997, p.
I2ff.; “Camera System Is Developed but Not Delivered,” The Wall Street
Journal,August 7, 1996, p. B1ff.
2.Joseph M. Juran, “Made In U.S.A.: A Renaissance in Quality,”
Harvard Business Review,July–August 1993, pp. 42–53; “Measuring Qual-
ity Perception of America’s Top Brands,” Brandweek,April 4, 1994, pp.
24–26; Ajay Menon, Bernard J. Jaworski, and Ajay K. Kohli, “Product
Quality: Impact of Interdepartmental Interactions,” Journal of the Acad-
emy of Marketing Science, Summer 1997, pp. 187–200; Neil A. Morgan
and Nigel F. Piercy, “Market-Led Quality,” Industrial Marketing Manage-
ment,May 1992, pp. 111–18; H. Michael Hayes, “ISO9000: The New
Strategic Consideration,” Business Horizons,May–June 1994, pp. 52–60.
3.For more on service expectations, see Chapter 6, footnote #10. For
more on service quality, see Leonard L. Berry, “Cultivating Service
Brand Equity,” Journal of the Academy of Marketing Science, Winter 2000,
pp. 128–138; Dwayne D. Gremler, “Discovering the Soul of Service: The
Nine Drivers of Sustainable Business Success,” Journal of the Academy of
Marketing Science, Spring 2000, pp. 311–13; 2000 Annual Report,MCI;
2000 Annual Report,Merrill Lynch; “Air Service Faces Heat from Fliers,”
USA Today, June 1, 2000, p. 3B; “Airlines and Airwaves: Services Take
Off,” Advertising Age, May 1, 2000, pp. 18–20; “The Death of the Bell-
man,” The Wall Street Journal,March 10, 2000, p. W11; “Avis to Try
Even Harder with Ads Touting High Quality of Service,” The Wall Street
Journal,February 18, 2000, p. B9; “Better Service or Lip Service?” USA
Today, December 16, 1999, p. 1Bff.; “How Does Low Unemployment
Affect Service?” Raleigh News & Observer, December 5, 1999, pp.
27A–28A; “Price Isn’t Everything,” The Wall Street Journal,July 12,
1999, p. R20; “Only Extra Nice Will Suffice,” The Wall Street Journal,
June 14, 1999, p. 16ff.; “Buckling Up the Business Traveler,” American
Demographics, December 1998, pp. 48–52; “Service Is Everybody’s Busi-
ness,” Fortune,June 27, 1994, pp. 48–60; James Golleher, “Value-Added
Customer Service,” Journal of Personal Selling & Sales Management, Spring
1997, p.71; James Reardon, Chip Miller, Ronald Hasty, and Blaise J.
Waguespack, “A Comparison of Alternative Theories of Services Market-
ing,”Journal of Marketing Theory & Practice, Fall 1996, pp. 61–71; Kirk
Smith, “Service Aspects of Industrial Products Lead to Future Product
Purchase Intentions,” Industrial Marketing Management, January 1998, pp.
83–93; James C. Anderson and James A. Narus, “Capturing the Value of
Supplementary Services,” Harvard Business Review, January 1995–Febru-
ary 1995, pp. 75–83; Banwari Mittal and Walfried M. Lassar, “The Role
of Personalization in Service Encounters,” Journal of Retailing, Spring 1996,
pp. 95–109; Barry J. Babin and James S. Boles, “Employee Behavior in a
Service Environment: A Model and Test of Potential Differences Between
Men and Women,” Journal of Marketing, April 1998, pp. 77–91; Mary Jo
Bitner, Bernard H. Booms, and Lois A. Mohr, “Critical Service Encoun-
ters: The Employee’s Viewpoint,” Journal of Marketing,October 1994, pp.
95–106; Leonard L. Berry, A. Parasuraman, and Valarie A. Zeithaml,
“The Service-Quality Puzzle,” Business Horizons,September/October
1988, pp. 35–43; Leonard L. Berry, “Services Marketing Is Different,” in
Christopher H. Lovelock, Services Marketing(Englewood Cliffs, NJ: Pren-
tice-Hall, 1984), pp. 29–37.
4.2000 Annual Report,Sara Lee; 2000 Annual Report,Enterprise;
2000 Annual Report,3M; Edward M. Tauber, “Why Do People Shop?”
Journal of Marketing,October 1972, pp. 46–49; Christopher H. Lovelock,
“Classifying Services to Gain Strategic Marketing Insights,” Journal of
Marketing,Summer 1983, pp. 9–20.Tom Boyt and Michael Harvey,
“Classification of Industrial Services,” Industrial Marketing Management,
July 1997, pp. 291–300.
5.Dennis W. Rook, “The Buying Impulse,” Journal of Consumer
Research,September 1987, pp. 189–99; Cathy J. Cobb and Wayne D.
Hoyer, “Planned Versus Impulse Purchase Behavior,” Journal of Retailing,
Winter 1986, pp. 384–409.
6.For example, see “Russian Maneuvers Are Making Palladium Ever
More Precious,” The Wall Street Journal,March 6, 2000, p. A1ff. See also
William S. Bishop, John L. Graham, and Michael H. Jones, “Volatility of
Derived Demand in Industrial Markets and Its Management Implica-
tions,” Journal of Marketing,Fall 1984, pp. 95–103.
7.William B. Wagner and Patricia K. Hall, “Equipment Lease
Accounting in Industrial Marketing Strategy,” Industrial Marketing Man-
agement20, no. 4 (1991), pp. 305–10; Robert S. Eckley, “Caterpillar’s
Ordeal: Foreign Competition in Capital Goods,” Business Horizons,
March/April 1989, pp. 80–86; M. Manley, “To Buy or Not to Buy,” Inc.,
November 1987, pp. 189–90.
8.P. Matthyssens and W. Faes, “OEM Buying Process for New Com-
ponents: Purchasing and Marketing Implications,” Industrial Marketing
Management,August 1985, pp. 145–57; Paul A. Herbig and Frederick
Palumbo, “Serving the Aftermarket in Japan and the United States,”
Industrial Marketing Management,November 1993, pp. 339–46; Ralph W.
Jackson and Philip D. Cooper, “Unique Aspects of Marketing Industrial
Services,” Industrial Marketing Management,May 1988, pp. 111–18; Tim-
othy L. Wilson and Frank E. Smith, “Business Services 1982–1992:
Growth, Industry Characteristics, Financial Performance,” Industrial
Marketing Management, March 1996, pp. 162–71.
9.Ruth H. Krieger and Jack R. Meredith, “Emergency and Routine
MRO Part Buying,” Industrial Marketing Management,November 1985,
pp. 277–82; Warren A. French et al., “MRO Parts Service in the Machine
Tool Industry,” Industrial Marketing Management,November 1985, pp.
283–88. See also “The Web’s New Plumbers,” Ecompany, March 2001,
pp. 126–28.