Perreault−McCarthy: Basic
Marketing: A
Global−Managerial
Approach, 14/eBack Matter Notes © The McGraw−Hill
Companies, 2002804 Notes
Relations,” Industrial Marketing Management,October 1994, pp. 307–14;
Akintola Akintoye and Martin Skitmore, “Pricing Approaches in the
Construction Industry,” Industrial Marketing Management,November
1992, pp. 311–18.
Chapter 19
1.Available from World Wide Web: http://www.allegiance.net;
“Baxter’s Big Makeover in Logistics,” Fortune,July 8, 1996, pp.106C–N.
2.For more on Weyerhaeuser as an example, see “How Fast Can This
Baby Go?” Business Week,April 10, 2000, pp. 38–40; Garold Lantz,
“Clockspeed Winning Industry Control in the Age of Temporary Advan-
tage,” Journal of the Academy of Marketing Science, Summer 2000, pp.
443–5; Peter R. Dickson, “Dynamic Strategic Thinking,” Journal of the
Academy of Marketing Science, Summer 2001, p. 216–38; “Weblining,”
Business Week E.Biz, April 3, 2000, pp. EB26–EB34; “How an Intranet
Opened Up the Door to Profits,” Business Week E.Biz, July 26, 1999, pp.
EB32–EB38. For more on Pillsbury as an example, see “Pillsbury: Saving
Dough with NetStat,” Business Week E.Biz, September 18, 2000, p. EB94;
“A Digital Doughboy,” Business Week E.Biz, April 3, 2000, pp. EB78–EB86.
For more on Utz as an example, see “Using the Net to Stay Crisp,” Busi-
ness Week E.Biz, April 16, 2001, pp. EB34–EB36. For more on Nestle as
an example, see “Nestle: An Elephant Dances,” Business Week E.Biz,
December 11, 2000, pp. EB44–EB48. For more on Webcor as an example,
see “Wired at Webcor,” Business Week E.Biz, November 20, 2000, pp.
EB58–EB62. For more on Kaiser as an example, see “Kaiser Takes the
Cyber Cure,” Business Week E.Biz, February 7, 2000, pp. EB80–EB86. For
more on Office Depot as an example, see “Empire Builders: Office Depot,”
Business Week E.Biz, May 14, 2001, p. EB28; “Why Office Depot Loves
the Net,” Business Week E.Biz, September 27, 1999, pp. EB66–EB68. For
more on Cemex as an example, see “Cemex Unit to Form E-Commerce
Portal for Latin America,” The Wall Street Journal,December 12, 2000, p.
A23; “Going Digital? Think First,” Fortune, November 13, 2000, pp.
190–98; “Cemex Loves Its ‘Ants’ but Wants More,” The Wall Street Jour-
nal,October 2, 2000, p. A22. See also Kevin Rollins, “Using Information
to Speed Execution,” Harvard Business Review, March–April 1998, p.81;
Clayton M. Christensen, “Making Strategy: Learning by Doing,” Harvard
Business Review, November–December 1997, pp. 141–56; Ram Charan,
“How Networks Reshape Organizations—For Results,” Harvard Business
Review,September/October 1991, pp. 104–15; William J. Bruns, Jr., and
W. Warren McFarlan, “Information Technology Puts Power in Control
Systems,” Harvard Business Review,September–October, 1987, pp. 89–94.
3.Available from World Wide Web: http://www.hertz.com; 2000
Annual Report, Hertz; “How Market Leaders Keep Their Edge,” Fortune,
February 6, 1995, pp. 88–98.
4.Thomas M. Hout and John C. Carter, “Getting It Done: New
Roles for Senior Executives,” Harvard Business Review, November
1995–December 1995, pp. 133–41ff.; Hemant C. Sashittal and David
Wilemon, “Marketing Implementation in Small and Midsized Industrial
Firms: An Exploratory Study,” Industrial Marketing Management, January
1996, pp. 67–78; Hemant C. Sashittal and Clint Tankersley, “The Strate-
gic Market Planning-Implementation Interface in Small and Midsized
Industrial Firms: An Exploratory Study,” Journal of Marketing Theory &
Practice, Summer 1997, pp. 77–92; Thomas V. Bonoma, “Making Your
Marketing Strategy Work,” Harvard Business Review,March–April 1984,
pp. 68–76; Barbara J. Coe, “Key Differentiating Factors and Problems
Associated with Implementation of Strategic Market Planning,” in 1985
American Marketing Association Educators’ Proceedings,ed. R. F. Lusch et
al. (Chicago: American Marketing Association, 1985), pp. 275–81.
5.Available from World Wide Web: http://www.pillsbury.com;
Available from World Wide Web: http://www.bettycrocker.com;
“Pillsbury’s Telephones Ring with Peeves, Praise,” The Wall Street Journal,
April 20, 1994, p. B1ff.; “ ‘Do Call Us’: More Companies Install 1-800
Phone Lines,” The Wall Street Journal,April 20, 1994, p. B1ff; “Your Pet
Iguana Swallowed a Staple? Computerized Help Desk Will Try to Help,”
The Wall Street Journal,November 3, 1993, p. B1ff.
6.The restaurant case is adapted from Marie Gaudard, Roland Coates
and Liz Freeman, “Accelerating Improvement,” Quality Progress,October
1991, pp. 81–88. For more on quality management and control, see
“Miller Brewing: Beer with a Good Head on Its Shoulders,” Business
Week E.Biz, September 18, 2000, p. EB64; “How to Bring Out Better
Products Faster,” Fortune, November 23, 1998, pp. 238B–T. See also
Roland T. Rust, Anthony J. Zahorik, and Timothy L. Keiningham,
“Return on Quality (ROQ): Making Service Quality Financially
Accountable,” Journal of Marketing, April 1995, pp. 58–70; “TQM: More
than a Dying Fad?” Fortune,October 18, 1993, pp. 66–72; “Quality Con-
trol from Mars,” The Wall Street Journal,January 27, 1992, p. A12;
William B. Locander and Daniel J. Goebel, “The Quality Train Is Leav-
ing and Marketers Are Nodding Off in the Club Car,” Journal of
Marketing Theory & Practice, Summer 1996, pp. 1–10; William C. LaFief,
“Total Quality Marketing: The Key to Regaining Market Shares,” Journal
of the Academy of Marketing Science, Fall 1996, pp. 377–78; David W.
Finn, Julie Baker, Greg W. Marshall, and Roy Anderson, “Total Quality
Management and Internal Customers: Measuring Internal Service Qual-
ity,” Journal of Marketing Theory & Practice, Summer 1996, pp. 36–51;
Robert F. Hurley, Melissa T. Gropper, and Gianpaolo Roma, “The Role of
TQM in Advertising: A Conceptualization and a Framework for Appli-
cation,” Journal of Marketing Theory & Practice, Summer 1996, pp. 11–23;
Teresa A. Swartz, “Why TQM Fails and What to Do About It,” Journal of
the Academy of Marketing Science, Fall 1996, pp. 380–81; Iris Mohr-Jack-
son, “Managing a Total Quality Orientation: Factors Affecting Customer
Satisfaction,” Industrial Marketing Management, March 1998, pp. 109–25;
Cengiz Haksever, “Total Quality Management in the Small Business
Environment,” Business Horizons, March–April 1996, pp. 33–40; Michael
P. Bigwood, “Total Quality Management at Work: Development of an
Effective Competitive Analysis Process,” Industrial Marketing
Management, September 1997, pp. 459–66.
7.For examples of empowerment, see “Whole Foods Vs. Wild Oats
Markets: A Study in Culture, Vision, Execution,” Investor’s Business
Daily, June 29, 2001, p. A1; “Glass Act: How a Window Maker Rebuilt
Itself,” Fortune, November 13, 2000, pp. 384B–V. See also Roland T.
Rust, Anthony J. Zahorik, and Timothy L. Keiningham, Return on Qual-
ity(Chicago: Probus, 1994); Valarie A. Zeithaml, “Service Quality,
Profitability, and the Economic Worth of Customers: What We Know
and What We Need to Learn,” Journal of the Academy of Marketing Sci-
ence, Winter 2000, pp. 67–86; Warren S. Martin and Wendy K. Martin,
“The Application of Benchmarking to Marketing,” Journal of Marketing
Theory & Practice, Summer 1996, pp. 52–59; J. J. Cronin and Steven A.
Taylor, “SERVPERF Versus SERVQUAL: Reconciling Performance-
Based and Perceptions-Minus-Expectations Measurement of Service
Quality,” Journal of Marketing, January 1994, pp. 125–31; Timothy C.
Johnston and Molly A. Hewa, “Fixing Service Failures,” Industrial Mar-
keting Management, September 1997, pp. 467–73; Shirley Taylor,
“Waiting for Service: The Relationship Between Delays and Evaluations
of Service,” Journal of Marketing, April 1994, pp. 56–69; Mary J. Bitner,
Bernard H. Booms, and Lois A. Mohr, “Critical Service Encounters: The
Employee’s Viewpoint,” Journal of Marketing, October 1994, pp. 95–106;
G T. M. Hult, “Service Quality: New Directions in Theory and Practice,”
Journal of the Academy of Marketing Science, Summer 1997, pp. 264–65;
Scott W. Kelley, Timothy Longfellow, and Jack Malehorn, “Organiza-
tional Determinants of Service Employees’ Exercise of Routine, Creative,
and Deviant Discretion,” Journal of Retailing, Summer 1996, pp. 135–57;
Pierre Filiatrault, Jean Harvey, and Jean-Charles Chebat, “Service Qual-
ity and Service Productivity Management Practices,” Industrial Marketing
Management, May 1996, pp. 243–55; Joseph H. Foegen, “Are Managers
Losing Control?” Business Horizons, March–April 1998, pp. 2–5; Robert
Simons, “Control in an Age of Empowerment,” Harvard Business Review,
March 1995–April 1995, pp. 80–88; “Finding, Training & Keeping the
Best Service Workers,” Fortune,October 3, 1994, pp. 110–22; Timothy
L. Keiningham, Roland T. Rust, and M. Marshall Weems, “The Bottom
Line on Quality,” Financial Executive,September/October 1994, pp. 50–52.
8.2000 Annual Report,Ben & Jerry’s; “Ben & Jerry’s: Surviving the
Big Squeeze,” Food Business,May 6, 1991, pp. 10–12; “The Peace Pop