The Role of the Mangement Sciences in Research on Personalization

We present a review of research studies that deal with personalization. We synthesize current knowledge about these areas, and identify issues that we envision will be of interest to researchers working in the management sciences. We take an interdisciplinary approach that spans the areas of economics, marketing, information technology, and operations. We present an overarching framework for personalization that allows us to identify key players in the personalization process, as well as, the key stages of personalization. The framework enables us to examine the strategic role of personalization in the interactions between a firm and other key players in the firm's value system. We review extant literature in the strategic behavior of firms, and discuss opportunities for analytical and empirical research in this regard. Next, we examine how a firm can learn a customer's preferences, which is one of the key components of the personalization process. We use a utility-based approach to formalize such preference functions, and to understand how these preference functions could be learnt based on a customer's interactions with a firm. We identify well-established techniques in management sciences that can be gainfully employed in future research on personalization.CRM, Persoanlization, Marketing, e-commerce,

Assessment of First Comer Advantages and Network Effects; the Case of Turkish GSM Market

First comer advantages and network effects are frequently stated as among the most important determinants of market structures and this is particularly relevant for network economies including telecommunications markets. Connected to this, regulatory tools such as number portability have frequently been used to reduce market imperfections resulting from these effects. Within this context, this paper aims to analyze the role of these factors in creating the current market structure of Turkish GSM sector. By examining relevant data such as development of market shares in a historical perspective and by making use of consumer surveys, it is concluded that the dominant operator has benefited from being first comer in the market and established a stable market share (power) due to network effects that are used by this firm deliberately to entrench its position especially in the form of switching costs, scale economies, brand image and tariff (on-net vs. off-net pricing) differentiation; however, it is also observed that introduction of number portability lead to reduction in switching costs, increasing market competition. --First comer advantages,Network effects,Mobile telephony (GSM),number portability,Competition,Regulation and Consumer preferences

Cross-channel retail services as a remedy for retailer switching?: An investigation of retailer switching and potential of cross-channel retail services

This cumulative dissertation consists of four papers that investigate retailer switching and identify potential and threat of cross-channel retail services (CCRS) for retail businesses. The first, conceptual paper compares different theories and models of retail quality. It derives the concept of retailer aspects as a framework to measure retailer quality and further discusses how CCRS can serve as a tool to enhance those retailer aspects. The second paper discusses results from a consumer panel survey and quantifies the influence of satisfaction with retailer aspects on retailer switching during webrooming behavior. The findings of this second paper present the two retailer aspects assurance of delivery and competitive product pricing as key determinants for retailer switching. The third paper defines CCRS and outlines a conceptual classification scheme for CCRS assessments – the CCRS Pentagon. The fourth paper quantifies the impact of CCRS adoption and retailer aspect preferences on CCRS-induced retailer switching based on a second consumer panel survey. Results from this second study affirm the existence of CCRS-induced retailer switching. The paper concludes that CCRS can serve as a retailer’s lock-in mechanism, but that the availability of CCRS in retail environments also threatens retail businesses. In sum, the dissertation provides academic contributions and suggestions for further academic research as well as practical implications and management tools for application in retail businesses.:I. Introduction II. Enhancing Multi-Channel Retail Quality through Cross-Channel Services III. What Drives Competitive Webrooming? The Roles of Channel and Retailer Aspects IV. Cross-Channel Retail Services: A Service Classification Along The Retail Function V. Service-induced Retailer Switching – Power of Cross-Channel Retail Services VI. Conclusion Appendix A: Estimated parameters in baseline-category logit model Appendix B: Conditional marginal effects and conditional probability Appendix C: T-Tests for retailer aspects per service exampl

Customer Perceived Value: A Comprehensive Meta-analysis

Customer perceived value (CPV) is a cornerstone of marketing literature. However, myriad studies have generated contradictory empirical findings. In addition, though some existing literature reviews help clarify the conceptual foundations of CPV, the literature lacks a meta-analysis of empirical evidence about the CPV model and its effects. To consolidate existing research, the current meta-analysis assesses the findings of 687 articles, involving 780 independent samples and 357,247 customers. The most integrative CPV model, which includes benefits, sacrifices, and overall value, performs best. Empirical generalizations also reveal the relative weights of various benefits and sacrifices integrated into this CPV model and causal chains between CPV and different outcomes (satisfaction, word-of-mouth, and repurchase intentions). Finally, this analysis uncovers moderating effects of multiple relational contexts: nonprofit/for-profit, public/private, contractual/non-contractual, online/offline, business-to-business/business-to-consumer, and goods/services. For scholars, this article synthesizes existing findings on CPV; for managers, the results provide suggestions for ways to increase CPV

Defining Markets That Involve Multi-Sided Platform Businesses: An Empirical Framework With an Application to Google's Purchase of DoubleClick

A multi-sided platform (MSP) serves as an intermediary for two or more groups of customers who are linked by indirect network effects. Recent research has found that MSPs are significant in many industries and that some standard economic results, such as the Lerner Index, do not apply to them, in material ways, without some significant modification to take linkages between the multiple sides into account. This article extends several key tools used for the analysis of mergers to situations in which one or more of the suppliers are MSPs. It shows that the application of traditional tools to mergers involving MSPs results in biases the direction of which depends on the particular tool being used and other conditions. It also extends these tools to the analysis of the merger of MSPs. The techniques are illustrated with an application to an acquisition by Google in the online advertising industry.

Outsourcing Back Office Services in Small Nonprofits: Pitfalls and Possibilities

Presents findings on small nonprofits' administrative, finance, and other office support needs; reasons and conditions for outsourcing as well as barriers; methods for evaluating options; and guiding principles. Examines three business models

Managing competences in entrepreneurial technology firms: a comparative institutional analysis of Germany, Sweden and the UK

Innovative firms face two major kinds of risks in developing new technologies: competence destruction and appropriability. High levels of technical uncertainty and radical changes in knowledge in some fields generate high technical failure risks and make it difficult to plan research and development programmes. They therefore encourage high levels of flexibility in acquiring and using skilled staff. Appropriability risks, on the other hand, encourage innovative firms to develop organisation-specific competences through investing in complementary assets, such as marketing and distribution capabilities, that involve longer-term employer-employee commitments to building complex organisations. These connections between technology risks and employment policies help to explain why different kinds of market economies with contrasting labour market institutions develop varied innovation patterns. This study focuses on subsectors of the computer software and biotechnology industries in three distinct Europea n countries, UK, Germany and Sweden, that vary in their level of technical change and appropriability.n/a

Marketing Orientation, Customer Satisfaction and Retention: the Case of the Telecommunications Services Market in Jordan

A great deal of attention has been devoted by researchers to examine different aspects of the relationship between marketing orientation (MO) and competitive advantage, mostly within causal relationship style research. However, the mechanisms and intermediate variables underlying this relationship remain vague and poorly investigated. Drawing upon mixed method research utilising qualitative and quantitative techniques, this study aims to offer further insight into this relationship within Jordan’s telecommunications market, focusing on customer satisfaction and customer retention as two prominent performance indicators in this market. Hence, this research set out to investigate the mechanisms and interrelationships that link marketing orientation and organisational performance, the issue that seems to be highly justified in the matured and competitive market where consumers have more choices, switching cost are decreasing and retention of the market base is becoming more and more difficult. As a case study undertaken in Jordan’s telecommunications market, the main four telecommunications operators in the market were represented. Quantitative data analysis was used to determine the variations between the main operators in the market regarding their adopted levels of marketing orientation. On the other hand, the qualitative technique - namely semi-structured interviews - represents the main instrument the study utilises to gain an in-depth insight into the relationship between marketing orientation (MO) and organisational performance. This qualitative tool enabled the researcher to construct a rich picture of the mechanisms and ways by which firms manage the different attitudinal dimensions of customer satisfaction and the behavioural dimensions of customer retention. Results of the research confirm significant variations between high- and low-marketing orientation telecommunications operators with regard to the approaches, drivers and mechanisms by which firms manage their capabilities to achieve customer satisfaction and customer retention. Thus, two different patterns were indicated which were associated with the adopted level of marketing orientation of these firms. The most important finding to come out of the research was that genuine marketing orientation is an integrated attitudinal-behavioural perspective. Hence, any deficiencies or even ignoring of any aspect will weaken a firm’s overall value creation capability, the main mission of the marketing-oriented firm. In addition, internal culture emerged as a critical success factor for marketing-oriented firms. It serves as the glue that ensures a firm’s values are adhered to, and also allows a clearer understanding of a firm’s vision and mission, which in turn resulted in the fact that these firms are more capable to translate their attitudes into practice on the ground. Moreover, the role of marketing orientation was substantial as it worked as a supportive environment that stimulates a firm’s capabilities to integrate and coordinate its resources and competencies into new ones in such a way as to enhance its overall performance as well as to achieve congruence with the changing business environment. The importance of this research stems from its nature and approach in studying the relationship between marketing orientation and organisational performance. The main issue being evaluated is different from the bulk of marketing orientation works that have focused on examining different aspects of marketing orientation and organisational performance within causal relationship-style research, and mostly within a short-run view. In contrast, this study is concerned with gaining in-depth understanding of this relationship through evaluating its mechanisms and interrelationships, the aspect that was treated as a black box in prior research

The Role Of Industry Structure On Customer Value In Robotic Surgery

Spending on robot surgery is expected to increase by $17 billion in the next 6 years. This new surgical treatment has challenged hospitals with higher costs and varying performance. Healthcare executives struggle balancing the adoption of medical innovations with managing healthcare costs. This dilemma can be further complicated by industry structures relative to capital-intensive medical innovations. This research explores the interaction between industry structure and customer value. Specifically, how can hospitals apply an understanding of supplier industry structure and customer value to improve the value of a robotic surgery program (RSP)? This industry study represents an exhaustive longitudinal review of over 15 years of public data relative to robotic surgery, across three distinct time periods. Within the research, industry structure is evaluated using Porter’s 5-forces model. A framework based upon contributions from Grönroos as well as Menon, Homburg, and Beutin is introduced to assess customer value based upon clinical, financial and strategic (CFS) value. The implications of periodic industry structure on customer value were examined to identify opportunities for hospital executives to increase RSP customer value. There were several empirical and theoretical findings from this research. First, in the face of increasing industry structure the identification of favorable forces may create opportunities to increase RSP value. Secondarily, exploring customer value through the lens of core, add-on, relational and transactional benefits in the sub-context of CFS value aids in the identification of market power influences on customer value. The implications of the absence of high levels of relational and transactional benefits without high levels of core and add-on benefits may influence avenues of pursuit in improving RSP value overall. The research also suggests that clinical and strategic value was present despite varying degrees of industry structure. Finally, this study represents an empirical joint analysis of industry structure and customer value in robotic surgery. Some proponents may find the introduction of an integrative model for measuring customer value in robotic surgery, applicable to other capital-intensive medical innovations or disruptive technologies at large

Proposed business strategy for coffee shop based on customer preferences

Indonesia is one of the most promising markets for entrepreneurs entering the coffee shop business. The phenomenon of coffee as one of the indigenous philosophies in Indonesia inspired Kopi Nalar to have a vision of promoting the uniqueness of Indonesian coffee and providing a comfort place for the people of Jakarta. However, Kopi Nalar encountered numerous obstacles in his efforts to maintain his firm. From the middle of 2017 to the beginning of 2020, Kopi Nalar's performance was exceptional, but the impacts of COVID-19 caused significant sales drop in early 2020. Kopi Nalar has not been able to achieve the same level of sales as it did prior to the epidemic; therefore, the company must modify its business plan in response to the pandemic's effects. In this study, the selection criteria to be considered when the customer wants to go to a coffee shop are derived through interview, survey and previous research, and the importance of optional criteria is analyzed through AHP (Analytic Hierarchy Process) technique. As a result, the preference criteria of coffee shop were relatively high in order of product, place, service and marketing-promotion. From these results, business solution is formulated to implement in Kopi Nalar’s business strategies