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Marketing Channels 7E 9 781292 023502 ISBN 978 1 29202 350 2 Marketing Channels Coughlan Anderson Stern El Ansary Seventh Edition M arketing C hannels C oughlan et al Seventh Edition Marketing Channe.

Marketing Channels Coughlan et al Seventh Edition Marketing Channels ISBN 978-1-29202-350-2 781292 023502 Coughlan Anderson Stern El-Ansary Seventh Edition Marketing Channels Coughlan Anderson Stern El-Ansary Seventh Edition Pearson Education Limited Edinburgh Gate Harlow Essex CM20 2JE England and Associated Companies throughout the world Visit us on the World Wide Web at: www.pearsoned.co.uk © Pearson Education Limited 2014 All rights reserved No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without either the prior written permission of the publisher or a licence permitting restricted copying in the United Kingdom issued by the Copyright Licensing Agency Ltd, Saffron House, 6–10 Kirby Street, London EC1N 8TS All trademarks used herein are the property of their respective owners The use of any trademark in this text does not vest in the author or publisher any trademark ownership rights in such trademarks, nor does the use of such trademarks imply any affiliation with or endorsement of this book by such owners ISBN 10: 1-292-02350-3 ISBN 13: 978-1-292-02350-2 British Library Cataloguing-in-Publication Data A catalogue record for this book is available from the British Library Printed in the United States of America P E A R S O N C U S T O M L I B R A R Y Table of Contents Marketing Channels: Structures and Functions Anne Coughlan/Erin Anderson/Louis W Stern/Adel El-Ansary Segmentation for Marketing Channel Design: Service Outputs Anne Coughlan/Erin Anderson/Louis W Stern/Adel El-Ansary 39 Supply-Side Channel Analysis: Channel Flows and Efficiency Analysis Anne Coughlan/Erin Anderson/Louis W Stern/Adel El-Ansary 73 Supply-Side Channel Analysis: Channel Structure and Intensity Anne Coughlan/Erin Anderson/Louis W Stern/Adel El-Ansary 115 Gap Analysis Anne Coughlan/Erin Anderson/Louis W Stern/Adel El-Ansary 159 Channel Power: Getting It, Using It, Keeping It Anne Coughlan/Erin Anderson/Louis W Stern/Adel El-Ansary 203 Strategic Alliances in Distribution Anne Coughlan/Erin Anderson/Louis W Stern/Adel El-Ansary 251 Vertical Integration in Distribution Anne Coughlan/Erin Anderson/Louis W Stern/Adel El-Ansary 293 Retailing Anne Coughlan/Erin Anderson/Louis W Stern/Adel El-Ansary 341 10 Wholesaling Anne Coughlan/Erin Anderson/Louis W Stern/Adel El-Ansary 401 11 Franchising Anne Coughlan/Erin Anderson/Louis W Stern/Adel El-Ansary 437 12 Logistics and Supply Chain Management Anne Coughlan/Erin Anderson/Louis W Stern/Adel El-Ansary 481 13 Legal Constraints on Marketing Channel Policies Anne Coughlan/Erin Anderson/Louis W Stern/Adel El-Ansary 499 I Index II 547 Marketing Channels Structure and Functions Learning objectives After reading this chapter, you will know: ■ What a marketing channel is ■ Why manufacturers choose to use intermediaries between themselves and end-users ■ What marketing flows define the work of the channel ■ Who the members of marketing channels are and the flows in which they can specialize ■ The elements of a framework for marketing channel design and implementation M arketing channels are the routes to market used to sell every product and service that consumers and business buyers purchase everywhere in the world Why should you be excited about learning what marketing channels are, how they are designed and how they work, and how to manage them? There are several reasons: ➤ First, the channel is a gatekeeper between the manufacturer and the end-user This ➤ means that failing to understand and proactively manage the actions of one’s channel partners can lessen the effective reach and attractiveness of the manufacturer’s products or services For example, the biggest driver of a movie’s success is the number of movie-theater screens on which the movie is shown upon its release It is therefore in the interests of a movie producer to understand how theaters decide to screen movies, for how long, and on how many screens In addition, the channel is an important asset in the company’s overall marketing and positioning strategy, often serving as the main differentiator of the company’s market offering from those of its competitors Basic marketing courses teach that differentiation is fundamental in building and maintaining a competitive advantage But differentiation of what? Often, the emphasis is on product or feature differentiation, which leads manufacturers to focus on research, development, and innovation as keys to success But what if the firm is selling a commodity or mature product line (indeed, the very products that were the innovative technology leaders of the past)? Is there a successful sales path for such products, or must the marketer abandon them in favor of perpetual searches for new products? We would argue that the product is just one part of the total purchase bundle for the end-user and that the From Marketing Channels 7/e, Anne T Coughlan, Erin Anderson, Louis W Stern, Adel I El-Ansary Copyright © 2006 by Pearson Prentice Hall, Inc All rights reserved Marketing Channels ➤ ➤ ➤ services rendered by channel members are not only also part of the total bundle but are often the deciding factor in what to buy This means that effective differentiation need not be defined only through product features but can also occur through innovative channel offerings Third, the channel experience strongly affects the end-user’s overall perception of a brand’s image and, hence, end-user satisfaction For example, in the auto market, research has shown that consumers who take better care of their autos actually perceive the cars’ quality to be higher and that purchasers of higher quality cars tend to have them serviced more at the dealership These findings imply that the dealer’s postsale service inputs are crucial to the long-term quality image of the auto (and, hence, its resale price, as well as future consumer quality perceptions of the auto brand).1 Amazingly, awareness of the channel as a key strategic marketing asset is low in many firms and industries The distribution process is seen (erroneously) as simply a necessary and costly evil that gets the company’s products to the hands of eager endusers In this sort of competitive environment, the manufacturer that sees the value of positioning through effective channel design and of investing in cost efficiencies in that design beats its rivals handily.2 Finally, even when aware of the value of careful channel design and management, companies often find it hard to create and maintain a well-working channel design It is, therefore, useful to develop a framework for thinking about the problem that will help companies at every level of the channel operate more profitably and a better job of meeting end-users’ demands and preferences In short, a strong channel system is a competitive asset that is not easily replicated by other firms and is, therefore, a strong source of sustainable competitive advantage Further, building or modifying the channel system involves costly and hard-to-reverse investments This means that making the effort to it right the first time has great value and, conversely, making a mistake may put the company at a long-term disadvantage This chapter defines the concept of a marketing channel and then discusses the purpose of using marketing channels to reach the marketplace, the functions and activities that occur in marketing channels, membership in marketing channels, and how a framework for analysis can improve the channel decisions made by an executive acting as a channel manager or designer WHAT IS A MARKETING CHANNEL? The rich array of institutional possibilities in marketing channels is impossible to convey briefly, but consider the examples in Sidebar illustrating how commonly bought products are distributed These examples, among many others, suggest our basic definition of a marketing channel: A marketing channel is a set of interdependent organizations involved in the process of making a product or service available for use or consumption Our definition of a marketing channel bears some explication It first points out that a marketing channel is a set of interdependent organizations That is, a marketing Marketing Channels Sidebar Channel options for three product types • Apparel: Department stores were once the primary retail outlets through which branded clothing was sold in the United States They offered a wide variety and deep assortment of men’s, women’s, and children’s clothing and accessories, attractively displayed, with full service from in-store employees, who would help a shopper find what he or she needed, complete the sale, and if necessary arrange for gift wrapping, home delivery, or other services Clothing designers and manufacturers relied heavily on the department stores as their major high-quality channel partners, supporting a brand image that manufacturers sought to convey to consumers Today, such department stores still exist, but they have lost significant market share to other retail competitors, and their service levels are widely believed to have diminished over time One department store competitor is the focused specialty store, which itself may operate multiple different store formats to appeal to different clienteles (e.g., The Gap targets teenagers to young adults, but Gap Kids offers a full array of casual children’s clothing for boys and girls; Ann Taylor operates Ann Taylor stores targeting the “successful, relatively affluent career woman” and also Ann Taylor Loft targeting “value conscious women with a more relaxed lifestyle both at work and at home”3) Department stores also face competition from full-price retail outlets run by the same manufacturers whose clothing those department stores distribute, such as Tommy Hilfiger (which operates of its own full-service retail stores in the United States, 15 in Canada, and 13 in Europe, in addition to a network of independently franchised Tommy Hilfiger stores4) or Polo Ralph Lauren (which operates 40 of its own stores in the United States and 121 outside the United States5) These manufacturers often also operate their own outlet stores (Tommy Hilfiger has 122 U.S outlet stores6; Ralph Lauren has 130 U.S outlet stores7; and Jones New York, owned by Jones Apparel Group, has 127 North American outlet stores8) Indeed, outlet stores housed in outlet malls are not just a U.S phenomenon but have spread to Europe, Japan, and the Middle East due to high demand from value-conscious (but less service-sensitive) consumers around the world.9 Finally, discount and mass merchandisers like Kohl’s and Wal-Mart in the United States are gaining in retail apparel sales against department stores; one study reports that discounters accounted for $70.2 billion of an estimated $182 billion U.S retail apparel market, or 38.6 percent, in 2003.10 Meanwhile, shopping malls, long the home of department stores, are suffering: they accounted for only 19 percent of U.S retail sales in 2003, down from 38 percent in 1995 Although department store companies are responding by opening off-mall outlets to appeal to time-starved shoppers, those that remain at traditional malls are suffering.11 • Books: The standard marketing channels for books have always included authors, publishers, book wholesalers, and finally bricks-and-mortar bookstores selling to end-users In today’s marketplace, however, standard retailers like Barnes & Noble and Borders find it necessary to sell online as well Barnes & Noble’s online bookstore, www.barnesandnoble.com, opened in 1997 and was taken public as a separate business in 1999 Meanwhile, Borders’ online offering, www.borders.com, has been handled since August 2001 through an e-commerce alliance with Amazon.com, under which Amazon.com provides technology services, site (continued) Marketing Channels Sidebar (cont.) Channel options for three product types content, product selection, and customer service, with Borders receiving a percentage of sales in return.12 Since November 2002, the service has also offered in-store pickup for online orders if the consumer wishes These active competitive moves are being pursued despite the persistent lack of profitability of online bookselling.13 Barnes & Noble’s 2003 Annual Report adds: “Barnes & Noble.com also validates our belief that all twenty-first century retailers, especially booksellers, should have a viable multichannel service for customers We are convinced that Barnes & Noble.com adds value to our brand.”14 These developments threaten some standard book wholesalers but create new opportunities for shipping and logistics companies that can handle many small shipments, such as UPS and FedEx • Pharmaceutical products: Prescription drugs reach the end-user in several different ways The pharmaceutical manufacturer typically uses an employee sales force (but may also use contract salespeople who are not employees) to make sales calls on physicians, hospitals, distributors, and insurance companies Most health insurance companies in the United States have formularies, lists of approved drugs that may be prescribed for particular conditions, and sales effort is used to convince the insurance companies to put new drugs on their lists (or to keep existing ones on them) The prescription drugs themselves may pass through the hands of independent distributors on their way to a retail, hospital, or online pharmacy Even the physician plays a role by actually prescribing the pharmaceutical that the patient finally uses In cases where the patient’s health care coverage includes prescription drug coverage, payment may flow not from the patient directly to the pharmacy but from the insurance company to the pharmacy To further complicate this complex channel structure, many U.S patients have been buying their prescription drugs from nonU.S outlets because the pharmaceutical companies typically maintain premium prices in the U.S market This raises profitability issues for the pharmaceutical companies, which have heretofore sought to recover the very high costs of drug research and development through premium pricing in U.S pharmaceutical channels, counterbalanced by lower pricing in other national markets whose nationalized health services impose strict price controls on pharmaceuticals.15 channel is not just one firm doing its best in the market—whether that firm is a manufacturer, wholesaler, or retailer Rather, many entities typically are involved in the business of channel marketing Each channel member depends on the others to their jobs What are the channel members’ jobs? Our definition makes clear that running a marketing channel is a process It is not an event Distribution frequently takes time to accomplish, and even when a sale is finally made, the relationship with the end-user usually is not over (think about a hospital purchasing a piece of medical equipment and its demands for postsale service to see that this is true) Finally, what is the purpose of this process? Our definition claims that it is making a product or service available for use or consumption That is, the purpose of channel marketing is to satisfy the end-users in the market, be they consumers or final business Marketing Channels buyers Their goal is the use or consumption of the product or service being sold A manufacturer who sells through distributors to retailers who in turn serve final consumers may be tempted to think that it has generated sales and developed happy customers when its sales force successfully places product in the distributors’ warehouses Our definition argues otherwise It is of critical importance that all channel members focus their attention on the end-user The marketing channel is often viewed as a key strategic asset of a manufacturer Gateway, a personal computer maker in the United States, announced the acquisition of eMachines in late January 2004, with retail channel access a major factor in the acquisition (it completed the acquisition in March 2004) Prior to the acquisition, Gateway reached consumers directly through online sales and phone sales and through its own network of retail stores Gateway retail stores provided very high service levels to consumers who wanted help choosing the right set of components for a computer system Gateway introduced an extended line of consumer electronics products including plasma televisions, digital cameras, DVD player/recorders, MP3 players, and home theater systems in late 2003 to bolster sagging sales in its retail stores, but the move did not improve the company’s profitability Meanwhile, eMachines sold only through third-party retailers and had strong relationships with retailers like Best Buy, Circuit City, Costco, and Wal-Mart, as well as a 20 percent market share in computer sales in Europe and Japan (markets that Gateway had previously abandoned in a cost-cutting effort) Further, eMachines had slashed the costs of running its business, while Gateway’s expenses were high Thus, the acquisition combined Gateway’s expanded consumer electronics line with eMachines’ broad distribution access and low-cost management style In early April 2004, just after the acquisition, Gateway announced the closing of the remainder of its retail store network, seeking to focus on third-party sales of its Gateway and eMachines product lines Channel conflict had been a threat (what retailer would want to sell Gateway products or, perhaps, even eMachines products, when it was competing with Gateway at retail?), but the closing of the retail network eliminated this problem as well as Gateway’s relatively high retailing cost structure As a result, the company’s losses narrowed in the first quarter of 2004 Gateway branded products are now sold online directly by the company and through Costco, while eMachines branded products are sold through such major retailers as Circuit City, Best Buy, and Wal-Mart in the United States, as well as overseas The crucial role of improved channel access (combined with the need to minimize costs due to operating an expensive owned retail network) in motivating this acquisition shows that marketing channel decisions are strategically important in the overall presence and success a company enjoys in the marketplace.16 WHY DO MARKETING CHANNELS EXIST AND CHANGE? The preceding examples all include intermediaries who play some role in distributing products or services, and some are examples of markets whose marketing channel activities or structures have changed over time This raises the fundamental questions of why marketing channels exist and why they change Why, for example, not all manufacturers sell all products and services that they make directly to all end-users? Further, once in place, why should a marketing channel ever change or new marketing channels ever emerge? Legal Constraints on Marketing Channel Policies 69 70 71 72 73 544 June 29, p B1; Turcsik, Richard (1999), “Philip Morris Fires Up New Program,” Brandmarketing 7, no (February), p 50; Nowell, Paul (1999), “Philip Morris Exec Says Program Wasn’t Intended to Coerce Retailers,” The Associated Press State & Local Wire, June 10; Nowell, Paul (1999), “Judge Issues Preliminary Injunction in Cigarette Display Case,” The Associated Press State & Local Wire, June 30; New York Times (1999), “Philip Morris Enjoined on Store Displays,” The New York Times, June 30, 1999, Section C, p 2; Bloomberg News (1999), “Rivals Win Temporary Ban on Philip Morris Ad Strategy,” The Plain Dealer, Business Section, p 2C; Mealey’s Litigation Report: Tobacco (1999), “Court Tells Philip Morris to Halt Contracts for Prime Retail Space,” Mealey’s Litigation Report: Tobacco 13, no (July 1); and Willman, John and Emma Tucker (1999), “Space Invaders,” Financial Times, October 21, p 16 Desrochers, Debra M., Gregory T Gundlach, and Albert A Foer (2003), “Analysis of Antitrust Challenges to Category Captain Arrangements,” Journal of Public Policy & Marketing 22, no (Fall), pp 201–215 For a detailed discussion of the issues surrounding category management and category captains, see Desrochers, Debra M., Gregory T Gundlach, and Albert A Foer (2003), “Analysis of Antitrust Challenges to Category Captain Arrangements,” Journal of Public Policy & Marketing 22, no (Fall), pp 201–215 This case is summarized in both Desrochers, Gundlach, and Foer (2003), previously cited, and Balto, David (2002), “Recent Legal and Regulatory Developments in Slotting Allowances and Category Management,” Journal of Public Policy & Marketing 21, no (Fall), pp 289–294 See Areeda and Kaplow, previously cited, pp 705–710 Standard Oil Company of California v U.S., 337 U.S 293 (1949) at 305 74 U.S v Jerrold Electronics Corp., 187 F Supp 545 (1960), affirmed per curian at 363 U.S 567 (1961) 75 Norman E Krehl, et al v Baskin-Robbins Ice Cream Company, et al., 42 F 2d 115 (8th Cir 1982) 76 In re: Chock Full O’Nuts Corp Inc., Trade Reg Rep 20, 441 (Oct 1973) 77 U.S v J I Case Co., 101 F Supp 856 (1951) 78 U.S v Paramount Pictures, 334 U.S 131 (1948); U.S v Loew’s Inc., 371 U.S 45 (1962) 79 Federal Trade Commission (1976), “Consent Agreement Cites E&J Gallo Winery,” FTC News Summary (May 21), p See also Wall Street Journal (1976), “Gallo Winery Consents to FTC Rule Covering Wholesaler Dealings,” Wall Street Journal, May 20, p 15 80 Wall Street Journal (1977), “Union Carbide Settles Complaint by FTC on IndustrialGas Sales; Airco to Fight,” Wall Street Journal, May 20, p 81 Sullivan, previously cited, p 439 82 Jefferson Parish Hospital District No v Hyde, 104 LW 1551 (1984) See also Taylor, Robert E and Stephen Wermiel (1984), “High Court Eases Antitrust Restrictions on Accords Linking Sales of Goods, Services,” Wall Street Journal, March 28, p 83 Jefferson Parish Hospital District No v Hyde, 466 U.S 12 (1984) 84 Scherer and Ross, previously cited, p 568 85 See Barrett, Paul M (1991), “FTC’s Hard Line on Price Fixing May Foster Discounts,” Wall Street Journal, January 11, p B1 86 FTC News Notes (1991), 91 (June 17), p 1; and Barrett, Paul M (1991), “Sandoz Settles FTC Charges Over Clozaril,” Wall Street Journal, June 21, p B3 87 Eastman Kodak Co v Image Technical Service Inc., U.S 112 S.Ct 2072 (1992) 88 Bounds, Wendy (1995), “Jury Finds Kodak Monopolized Markets in Services and Parts for Its Machines,” Wall Street Journal, September 19, 1995, p A4; and The Buffalo News (1997), “Court Upholds Legal Constraints on Marketing Channel Policies Jury Verdict Against Kodak, Cuts Damages,” The Buffalo News, August 27, 1997, Business Section, p 6B 89 The Financial Times (1994), “Tetra Pak Appeal,” The Financial Times, October 18, p 10 90 See Gruley, Bryan and Joseph Pereira (1996), “FTC Is to Vote Soon on Staff’s Request for Antitrust Action Against Toys ‘R’ Us,” Wall Street Journal, May 21, p A3; Pereira, Joseph and Bryan Gruley (1996), “Toys ‘R’ Us Vows It Will Challenge Any Antitrust Charges Brought by FTC,” Wall Street Journal, May 22, p A3; Pereira, Joseph and Bryan Gruley (1996), “Relative Power of Toys ‘R’ Us Is Central to Suit,” Wall Street Journal, May 24, p B1; Bulkeley, William M and John R Wilke (1997), “Toys Loses a Warehouse-Club Ruling with Broad Marketing Implications,” Wall Street Journal, October 1, p A10; International Herald Tribune (1997), “Judge Faults Toys ‘R’ Us,” International Herald Tribune, October 1, p 13; Broder, John M (1997), “Toys ‘R’ Us Led Price Collusion, U.S Judge Says,” The New York Times, October 1, Section A, p 1; Segal, David (1997), “Judge Rules Toys R Us Wasn’t Playing Fair; Product Agreements Found Anti-Competitive,” The Washington Post, October 1, Financial Section, p D10; The Arizona Republic (1997), “Action Against Toymakers Grows,” The Arizona Republic, November 18, Business Section, p E4; Stroud, Jerri (1997), “Missouri and Illinois Join Suit Over Toys; The FCC Concluded the Retailer Bullied Toymakers,” St Louis Post-Dispatch, November 19, Business Section, p C1; Williams, Norman D (1997), “California, 37 Other States Claim Toys ‘R’ Us Fixed Prices,” Sacramento Bee, November 19; Segal, David (1998), “Toys R Us Told to Change Its Tactics; FTC Says Methods Limited Manufacturers’ Sales to Discounters,” The Washington Post, October 15, Financial Section, p C12; Brinkley, Joel (1998), “F.T.C Tells Toys ‘R’ Us to End Anticompetitive 91 92 93 94 95 96 97 98 99 100 101 102 103 Measures,” The New York Times, October 15, Section C, p 22; Chon, Gina (1998), “Hasbro Agrees to Pay $6 Million in Antitrust Settlement,” The Associated Press State & Local Wire, December 11; Segal, David, “Toys R Us to Settle Suit for $40.5 Million; Discount Clubs Squeezed Out, States Allege,” The Washington Post, Financial Section, May 26, 1999, p E03; and Westfeldt, Amy (1999), “Toy Makers to Pay $50 Million in Cash and Toys to Settle Antitrust Suit,” The Associated Press State & Local Wire, May 26 U.S v Colgate & Co., 250 U.S 300 (1919) See Hovenkamp, previously cited, p 263 Scammon, Debra L and Mary Jane Sheffet (1986), “Legal Issues in Channels Modification Decisions: The Question of Refusals to Deal,” Journal of Public Policy & Marketing 5, no (Spring), p 82 Neale and Goyder, previously cited, p 282 Neale and Goyder, previously cited, p 282 Under the wording of Section of the Clayton Act, it is unnecessary to prove that the restraint involved has actually restrained competition It is enough that it “may” tend to substantially lessen competition Felsenthal, Edward and Joe Davidson (1993), “Two Big Deals Spur Concerns About Antitrust,” Wall Street Journal, December 9, p B1 Burton Thomas M (1994), “Eli Lilly Agrees to Restrictions on Buying PCS,” Wall Street Journal, October 26, p A3 Novak, Viveca and Elyse Tanouye (1994), “FTC Restudies Acquisitions by Drug Firms,” Wall Street Journal, November 15, p A16 Brown Shoe Co v U.S., 370 U.S 294, Vertical Aspects, 370 U.S 323 (1962) U.S Department of Justice (1982), Merger Guidelines (Washington, DC: June 14), pp 22–26 Novak, Viveca (1994), “TCI-Comcast Agreement to Buy QVC May Face an FTC Antitrust Challenge,” Wall Street Journal, September 15, p B3 Maddocks, Tom (1990), “Brewers Play the Tie-Break,” Business, August, p 76; 545 Legal Constraints on Marketing Channel Policies Rawstorne, Philip (1990), “A Change of Pace to Restructuring,” Financial Times, September 19, p 17; and Rawstorne, Philip (1990), “GrandMet Backed on $2.6bn Deal,” Financial Times, November 21, p 34 104 Rawstorne, Philip (1991), “Reduced Importance of the Brewer’s Tie,” Financial Times, February 25, p 20 105 FTC v Consolidated Foods Corp., 380 U.S 592 (1965) 546 106 U.S v Aluminum Co of America, 148 F 2d 416 (2nd Cir 1945) 107 See, for example, Columbia, Metal Culvert Co., Inc v Kaiser Aluminum & Chemical Corp., 579 F 2d 20 (3rd Cir 1978); Coleman Motor Co v Chrysler Corp., 525 F 2d 1338 (3d Cir 1975); and Industrial Building Materials, Inc v Inter-Chemical Corp 437 F 2d 1336 (19th Cir 1970) Index Page references followed by "f" indicate illustrated figures or photographs; followed by "t" indicates a table 80/20 Rule, 428 A Abilities, 25, 92, 149, 174, 212, 376, 414 Abstract, 67, 296-297 Abuse, 151, 206, 232, 246-247, 313, 460, 525 Accountants, 283, 321, 333, 491 Accounting, 13, 30-31, 34, 89, 94, 96-97, 107, 110, 120, 127, 142-143, 169, 259-260, 273, 283, 299, 303-304, 314, 320, 396, 398, 403, 417, 430, 486 future of, 403 Accounting cost, 89, 314 Accounting department, 34 accounts payable, 83, 165, 168 Accounts receivable, 198, 408, 433 accuracy, 44, 258, 447 Achievement, 25, 252, 328-329 Acquisitions, 226, 232, 257, 322-323, 380, 387, 408, 424, 431, 538, 545 activity-based costing, 22, 30-31, 97, 107, 112, 142 Adaptation, 248, 266, 278, 325, 338, 441 advertising, 441 addresses, 490 Adjustment process, 98 adjustments, 269, 398, 460 Administrators, 410 Advances, 29, 65, 100, 106, 167, 199 Advantages, 133, 219, 225, 240, 254, 310, 313, 334-336, 415, 426, 440, 456 Advertising, 16, 28, 34-36, 56, 63, 68, 76, 91, 93, 109, 120-121, 123, 148, 178, 210, 222, 225, 243, 259, 269, 271, 275, 288, 306, 317, 323, 353, 355, 372, 380-382, 386, 388, 393, 413, 417-419, 430, 441-444, 446, 451, 453, 457, 462, 490, 507, 512, 517-518, 543 Co-op, 36, 381, 417-419 corporate, 442, 451 defined, 388, 413 evaluating, 413 local, 16, 271, 388, 419, 441-442, 444, 507 mobile, 243 mystery, 222 online, 16, 36, 63, 76, 91, 393, 418 product, 16, 28, 34-36, 56, 76, 91, 93, 109, 120-121, 123, 148, 210, 225, 243, 259, 271, 306, 317, 323, 372, 380-381, 386, 393, 430, 441-442, 444, 451, 490, 507, 512 retail, 28, 36, 91, 109, 120, 123, 178, 243, 259, 323, 353, 355, 372, 380, 388, 419, 441, 443, 451, 490, 507, 518, 543 types of, 123, 148, 382, 418, 507, 517 Advertising agencies, 16, 28, 56 Affect, 21, 27-28, 105, 156-157, 162, 174, 273, 340, 341, 388-389, 431, 499, 512 Africa, 240, 250, 307, 326, 338, 349-350, 387, 408, 423, 471 African Americans, 147, 442 After-sales service, 33-34, 67, 76, 92, 272, 425, 503 Age, 66, 122, 200, 468, 543 Agencies, 16, 28, 56, 231, 309, 320, 430, 448, 451, 500, 506, 534, 537 agenda, 156, 392 Agent, 56, 121, 133, 135, 146, 154, 226, 248-249, 294-295, 308, 327, 329, 340, 386, 429-430, 510 Agents, 14-15, 24, 28, 32, 77, 146-147, 231, 246, 261, 305, 309, 320, 322, 327, 402-403, 405, 424, 428-429, 431-432, 435, 454, 486, 489, 510 competent, 15, 28 licensing of, 454 report, 147 special, 403, 432 aggression, 217, 243 agreement, 29, 43, 51, 83, 129-130, 138-139, 150, 198, 222, 235, 241, 243, 258, 263, 283, 287, 307, 440, 456, 460-461, 473-474, 476, 486, 505, 508-511, 522, 524, 526, 530, 537, 539, 544-545 Agreements, 32, 135, 222, 239, 241, 259, 416, 502, 505, 508, 511, 522, 526, 530-531, 541, 545 Agricultural products, 255 AIDS, 33, 369-370, 379, 407, 445 Alabama, 55 Allocations, 500, 524 Allowances, 217, 247, 355, 362, 380-384, 389-390, 393, 395, 507, 511-512, 515-518, 537, 542-544 American agency system, 289 Amortization, 304 Anchor stores, 356 Animals, 52, 122, 321, 421 annual reports, 364 antecedents, 339, 434 anticipate, 456, 484 Antitrust issues, 540 Antitrust laws, 499-500, 513, 523, 525, 528, 543 Antitrust policy, 543 appearance, 222-223, 259, 460 Application, 38, 49, 67, 94, 155, 249, 259, 314, 339 Applications, 34, 38, 53, 71, 82, 133, 165, 310, 312, 314, 338, 340, 447, 451 Arbitration, 231, 460 Architectural services, 453 Argentina, 387-388, 394 arguments, 61, 124, 132-133, 153-154, 246, 279, 296-297, 303, 325, 331, 337, 424, 440, 447, 496, 507-508, 520 ARM, 43, 62, 79, 254, 277, 297, 299, 308, 310, 316, 318, 335 Art, 6, 71, 81, 87-88, 169, 190, 225, 248, 269, 315, 339, 356, 490, 496 Asia, 64, 343-350, 387, 430, 440-441, 446, 449, 474 Assets, 133-135, 156, 179, 249, 265, 267-269, 272, 274-275, 301, 307, 312-314, 316, 318-319, 322, 324, 329, 336, 355, 388, 416, 433, 464, 473, 502, 521, 533 fixed, 355, 416 intangible, 313-314, 322, 329, 336 Atlas, 310-313 attention, 5, 17, 23, 42, 128, 132, 141, 162, 174-175, 185, 210, 219, 222, 247, 279, 287, 295, 300, 325, 359, 362, 386, 440, 447, 457, 459, 466, 489, 514, 530, 534-535, 537 Attitudes, 224, 249, 253, 278, 284, 305, 382, 408, 410 Attribute, 54, 56, 224, 472 attributes, 28, 38, 41, 43, 52, 54, 64, 71, 129, 144, 449 AU, 290 audience, 148, 486 auditing, 329, 444 Auditors, 465 Audits, 241, 465 Australia, 14, 345, 350 authentication, 83 Authority, 223-224, 233, 237, 240, 404, 416-417, 429, 439, 455 express, 224 authorization, 44, 79, 454 availability, 103, 117-118, 121, 128, 145, 148-149, 152-153, 165, 174, 185, 241, 244, 259, 413, 416, 508, 515 backup, 413 Available, 2, 4, 6, 21, 23, 27, 29, 37, 42, 44, 51, 56-57, 65, 67, 74, 79, 90, 97-99, 117, 122-123, 129, 131, 138-139, 142, 144, 147, 154, 165, 167, 172, 174-175, 177, 179, 184-186, 194, 212, 219, 223, 237, 243, 256, 269, 275, 285, 300, 304, 311, 316, 321, 327, 352, 359-363, 368-369, 374, 376-377, 383, 385, 393, 395-396, 398, 432, 444, 474, 494, 499, 506, 515-519, 522-523, 526, 529, 539, 542 Average variable cost, 514 avoidance, 149 Awareness, 2, 57, 59, 91, 187, 225, 255, 280-282, 288, 378 B back orders, 101 backup, 50, 413 Backward integration, 294, 315, 322-323, 405, 533 bad news, 124, 279, 283 Bait-and-switch, 121-123, 144 Balance sheet, 226, 439 balanced scorecard, 413 Bangladesh, 354 Bankruptcy, 61, 176, 513 Banks, 45, 49, 66, 82, 167-168, 364, 423, 454 Banners, 243 Bargaining, 7, 131, 137, 139-140, 174, 242, 249, 310-311, 313, 318-320, 325-326, 328, 336, 356, 380, 420, 456 Bargaining power, 242, 356, 456 Barter, 34 Bartering, 34 Behavior, 25, 29, 41, 54, 57, 96, 102, 121, 123, 126, 132, 138, 154, 172, 199, 208-209, 212, 216, 222-223, 227, 234-239, 244-245, 248-249, 252, 254, 264, 268, 273, 279, 281-282, 311, 315, 328, 335, 338-339, 341, 351, 359-360, 367, 378, 383, 409, 411, 447, 467, 483, 485, 525, 536 Belgium, 16, 345 Benchmarking, 152, 272 Beneficiary, 317 Benefits, 8, 26, 30, 43, 53-54, 71, 79, 82, 84, 88, 91, 121, 142-146, 148, 165, 182, 188-189, 206, 208-212, 220-221, 225, 228, 230, 233, 237-238, 252, 259, 261, 267, 273, 275, 281-282, 284-285, 288, 297-301, 303, 309, 312, 334-335, 356, 363, 365, 374, 378-379, 413, 419, 423, 426, 443-445, 451, 455, 461-462, 466, 468, 474, 476, 496, 521, 524, 534 extended, 121 service, 26, 30, 43, 53-54, 71, 82, 143, 145-146, 148, 165, 182, 188-189, 211-212, 221, 273, 284, 297, 300, 312, 335, 363, 365, 374, 379, 413, 419, 423, 426, 443-445, 451, 455, 496, 534 Benevolence, 272-273 Best practices, 420, 466 Beverage industry, 339 Bid, 11, 65, 106, 163, 189, 199-200, 266, 311, 327, 378, 422, 427 bill of lading, 395 billing, 44, 66, 78, 82-84, 165, 167, 200, 319, 408 board of directors, 148, 447 Bonds, 466, 468 performance, 468 Borrowing, 239 Boycotts, 532 brackets, 82 Brand, 2-4, 6, 14-15, 25, 30, 53, 70-71, 85, 91, 117-124, 126-136, 138-141, 143-145, 148, 150-154, 156, 163, 172, 189, 207, 209-210, 217, 222, 225, 229, 231-233, 241, 243, 246, 255, 257, 259, 264-268, 284, 288, 290, 295, 302, 307-309, 314-319, 321, 324, 329, 336, 361, 378, 382, 385-386, 388, 393, 416, 423, 426, 430, 439, 443-445, 450, 454, 460, 463-464, 467, 469, 472-474, 476, 482, 485, 488-489, 492, 495, 500, 506-508, 521, 525, 529, 531, 535, 537, 540 brand equity, 15, 25, 53, 91, 123, 144, 151, 156, 547 163, 172, 207, 210, 241, 243, 267, 295, 314-319, 324, 329, 336, 388, 443-445, 463, 469, 472-474, 476, 485, 495 labeling, 225 licensing, 454 managing, 15, 85, 91, 127, 130, 148, 259, 324, 378, 426 packaging, 259, 317, 529 positioning, 2, 123, 128, 130-131, 140, 151, 153, 163, 265, 288, 361, 445 public relations, 91 sales promotions, 91 store brands, 385-386 Brand competition, 30 Brand equity, 15, 25, 53, 91, 123, 144, 151, 156, 163, 172, 207, 210, 241, 243, 267, 295, 314-319, 324, 329, 336, 388, 443-445, 463, 469, 472-474, 476, 485, 495 Brand loyalty, 382 Brand names, 129, 143-144, 156, 233, 315, 321, 454, 467, 489, 535 Branding, 157, 385-386, 389-390, 393, 445 generic, 385 strategies, 389 Brands, 42, 51, 70-71, 116-118, 120-124, 126-131, 133-134, 136-138, 140-143, 151-154, 206, 209-210, 222, 224-225, 228-229, 231, 233, 240-241, 243, 255, 257-260, 266, 271, 275, 284, 286, 295, 306-310, 318, 323, 325, 349, 356, 361-362, 385-386, 389, 393, 397, 411, 418, 439, 445, 486, 488, 492, 495, 500, 505, 507-508, 521-522, 524-525, 533-535, 540 defined, 389, 500, 534 family, 133, 225 generic, 51, 275, 361, 385, 500 importance of, 124, 275, 308, 389 individual, 71, 257, 505 manufacturer, 42, 51, 70, 116-117, 120-121, 123-124, 126, 128, 130-131, 133-134, 136, 138, 140-143, 151-154, 206, 209-210, 225, 231, 233, 241, 255, 257-259, 271, 284, 295, 306, 308-310, 318, 323, 325, 386, 439, 500, 507-508, 525, 533-535 national, 295, 325, 385-386, 522 private-label, 385-386 store, 51, 70-71, 118, 121-122, 129-130, 136-138, 222, 229, 255, 257, 275, 307, 323, 325, 356, 361-362, 385-386, 397, 486, 524 Brazil, 295, 374, 387-388, 470 Breach of contract, 223 Breakdown, 369, 413 Break-even point, 84 Breaking bulk, 7, 10, 68 Britain, 385, 393, 478, 535 Broad assortment, 19, 42, 44, 55, 62, 124, 165, 181 Broker, 32, 86-87, 91, 182, 381, 423, 501, 517 Brokers, 15, 91, 381, 405, 408, 423, 426, 429, 431 Budget, 28, 397-398, 443, 454, 458, 490, 526 Budget preparation, 398 planning, 398 Budgeting, 164, 397-398 capital, 397 buffers, 426 Bundling, 426-427 Business cards, 430 Business directories, 56 Business format franchising, 438, 440, 454, 456 Business markets, 156, 291 Business model, 426, 438 Business plan, 95, 205-206 business plans, 419 business processes, 413 Business review, 29, 31, 107, 154-155, 157, 198, 246, 248-249, 289-290, 338, 393, 433-434, 492-493, 496-497 Business services, 16, 30, 444, 448 Business strategy, 22 Business to consumer, 51 Business Week, 30, 45, 66, 107, 200, 391, 541 Business-to-business channels, 402 Business-to-business marketing, 136 Buttons, 55 Buyers, 1, 5-6, 11, 15-16, 19, 28, 33, 35-36, 41-43, 50-51, 54-56, 60, 62, 65-66, 68, 70-71, 77-81, 84, 90-91, 118, 121, 126, 128, 131, 137-140, 145-147, 153, 163-164, 173, 175, 180, 190, 194, 219, 232, 269, 288, 337, 362, 372, 379-380, 382, 396, 410-411, 420-421, 548 426-427, 429, 432, 446, 487, 489, 505, 510-512, 515, 517-518, 521-522, 525, 528, 536-537 Consultative, 426 Culture, 173, 427 Patronage, 146 Product, 1, 5, 11, 15-16, 19, 28, 33, 35-36, 41-43, 50-51, 54-56, 62, 65, 70-71, 77-81, 90-91, 118, 121, 126, 128, 137-140, 145-147, 153, 164, 173, 175, 194, 219, 372, 380, 411, 426-427, 429, 505, 510-512, 515, 521-522, 525, 528, 536-537 Role, 5, 16, 28, 42, 77, 80, 147, 362, 410-411, 420, 426, 429, 525, 536 Buying motives, 342 Buzz, 165 C Call centers, 16, 52 Canada, 3, 14, 29, 126, 346, 348, 380 Cancellation, 533 Cannibalization, 90, 127, 146, 152-153, 362, 378 Capabilities, 38, 52, 88, 92, 133, 163, 165, 188, 194, 197, 200, 216, 240, 266, 276, 287, 294, 307, 310-314, 316, 324-325, 329, 334-336, 340, 352, 427, 447, 463, 529 Capacity, 14, 84, 123, 149, 164, 229, 276, 314, 319, 324, 329, 336, 353-354, 491, 493, 530 Capital, 13, 35, 79, 81, 148, 154-156, 176, 184, 209, 233, 241, 243, 248, 258-259, 269, 276, 287, 290, 295, 300, 303-304, 323, 338-339, 351, 380, 387, 397, 406, 420, 435, 439-441, 444-447, 450, 454, 459, 465, 472, 474, 477, 496, 526 customer, 35, 79, 81, 156, 184, 209, 258, 287, 295, 323, 351, 397, 406, 420, 435, 439, 447, 472, 496 fixed, 258, 304, 380 growth, 176, 243, 287, 387, 450, 477 human, 243, 446-447, 472, 477 requirements, 241, 258, 269, 459, 526 structural, 287, 338 working, 156, 276, 287, 465 Capital equipment, 148, 209, 300 Career, 3, 465-466 carrying costs, 13, 76, 84, 98 Cash discounts, 395-396 Cash flow, 109 Cash flows, 461 Cash management, 13 Casualty insurance, 30 Catalogs, 37-38, 308, 367, 378, 392, 413, 426 Category killers, 15, 33, 364 CDW, 41-43, 50-51, 53, 65-66, 75-81, 91-92, 102, 106, 162-164, 174, 180, 187, 191, 194-196, 199 Cell phones, 354 Census data, 45 Central Intelligence Agency, 374 Centralization, 278 Certainty, 90, 121, 207, 286 Certification programs, 214 Channel, 1-8, 10-19, 21-32, 34-37, 39-45, 48-57, 59-68, 70-71, 73-113, 115-157, 160-165, 167, 169, 172-176, 178-201, 203-250, 251-268, 270-279, 281-282, 284-291, 294-306, 308-310, 314-319, 322-324, 332-334, 336-339, 341, 351, 354, 356, 365, 367, 370, 372, 376-379, 383-384, 386, 388-391, 395-396, 402-406, 409-417, 421, 423-425, 428-434, 438-439, 445, 449-450, 455, 463, 466, 473-475, 477, 479, 482-488, 493-495, 499-500, 502-503, 505-546 Channel captain, 14-15, 24, 94, 197, 223, 233, 356, 378 Channel conflict, 5, 8, 17, 24-26, 29, 103, 124, 187, 190, 378, 390 Channel intermediaries, 8, 15, 395, 424-425, 508, 521, 533, 538 Channel members, 2, 4-5, 10, 13-14, 16-17, 21-25, 27-28, 53, 60, 71, 74-76, 84, 88, 92-94, 97-100, 102-105, 108-111, 116-120, 123-126, 128, 130-135, 138-142, 144, 146, 150-153, 161, 164, 173, 181-182, 184-190, 198, 204-205, 207-210, 212-214, 216-224, 226, 228, 230-236, 238-239, 243-244, 251, 254-265, 267, 273-274, 276-278, 282, 284-285, 287, 295-297, 300-302, 308, 314-319, 322, 324, 356, 396, 402, 406, 413-415, 417, 424, 429-431, 455, 479, 482, 484-486, 488, 495, 500, 502, 507, 509, 511, 515-517, 519-520, 525, 530, 532, 535-537 Channels, 1-17, 19, 21-31, 33-38, 39-40, 51, 55-57, 60, 62, 68, 71, 73-76, 81, 86, 91, 93, 100-101, 105, 108, 110, 115-117, 123, 127, 129, 131, 134, 138, 145-149, 152-157, 159, 163, 165, 169, 176-177, 181, 187-188, 190-191, 194, 197, 199, 201, 203-207, 212-213, 219, 222-226, 228, 231-232, 236-239, 242, 244-245, 247-250, 251-254, 256, 259-261, 263, 266, 270, 275, 289-291, 293, 296-298, 300, 310, 313, 317, 333, 338-340, 341, 367-369, 376-378, 383, 392, 401-403, 405-406, 408, 413-414, 416, 418, 423-424, 428-435, 437, 444, 450, 455, 467, 474, 478, 481, 483, 485-486, 493, 495, 499, 502-503, 505-507, 520, 524, 530, 533, 535-539, 542, 545 Business-to-business (B2B), 165, 403 Consumer goods, 28, 105, 116, 123, 134, 242, 486 Industrial, 12, 28, 34-37, 76, 105, 153-156, 247, 259, 289-291, 338-339, 402, 414, 430, 432, 434, 455, 542 Service, 1-5, 10, 14, 16-17, 19, 21, 23-31, 33-37, 39-40, 51, 55-57, 60, 62, 68, 71, 74-76, 81, 93, 100-101, 105, 108, 134, 145-146, 148, 152, 163, 165, 169, 176-177, 181, 187-188, 190, 194, 197, 212, 222, 224, 242, 244, 247, 254, 266, 297, 300, 341, 376-377, 402, 405, 408, 413-414, 416, 423, 428, 430-432, 444, 455, 483, 495, 503, 505-507, 520, 530, 537 Channels of distribution, 154, 156, 225, 247, 289, 435, 478, 542 Character, 362, 385-386, 489 Cheating, 458, 460-461 Checkout, 220, 398, 482 Chief executive officer, 266 Children, 3, 33, 37, 52, 272, 284, 354, 357, 361, 364-365, 392, 441, 448, 467, 489 Chile, 295, 374 China, 11, 305, 327, 338, 354, 387, 508 negotiations, 11 Chinese, 305 CIA, 374 Central Intelligence Agency, 374 Claimant, 446 Claims, 4, 6, 82, 164, 268, 295, 312-313, 409, 514 expenses, 164 settlement, 514 third-party, 295 Classification, 247, 397, 520 clauses, 130, 222, 241, 456, 458-460, 473-474, 500, 502, 505 independent, 222 Clayton Act, 522, 526, 533, 535, 545 Clearing, 206, 391-392 Climate, 134, 478 Closing the sale, 95 clothing, 3, 14, 32-33, 51, 55-56, 123, 128-129, 131, 224-225, 229, 232, 265, 302, 351-354, 358, 360, 365, 369-371, 378, 397, 448, 467, 487-490 Cluster analysis, 57 Clusters, 180, 284, 472, 486 Coaching, 78, 445 Coalitions, 231 Code of ethics, 375 coding, 111, 122, 356, 408 Coercion, 212, 217-218, 226-227, 235, 238, 246, 275, 287, 509, 515, 527, 539 Coercive power, 217, 226, 237-238, 243, 506, 515, 517, 532, 540 collaboration, 7, 53, 290, 378, 496 Collapse, 374 Collections, 76, 302 collusion, 410, 515, 523, 525, 534, 545 Colombia, 374 Columbia, 106, 546 Columns, 57, 96, 98 Commitment, 22, 74, 144, 236, 248-249, 252-254, 256, 259, 261-265, 267-270, 273-274, 278, 280-282, 286-291, 313, 334, 369, 376, 384, 415, 419, 466, 473 Commodities, 144, 408, 426, 512, 522 Common law, 510 Communication, 28, 34, 38, 101, 213-214, 235, 239, 245, 249, 262, 268, 274, 277, 279-281, 286-287, 290, 352, 391-392, 410, 441, 455, 471, 485 barriers to, 286 Companies, 2-4, 8, 14-16, 21-22, 24-25, 28, 32, 34-38, 52-53, 62, 84-88, 90, 105, 123, 126-127, 149-150, 162-164, 169, 172, 174, 179, 189, 219, 251, 254, 258, 272, 276, 278, 305, 307, 313, 323, 328, 337, 342, 351, 355, 360, 369-370, 372, 374, 376, 378-380, 383, 385, 392, 402-403, 405, 416, 418, 423, 425-426, 429-430, 438-439, 452, 475-476, 484, 493-494, 496, 513-514, 516, 518, 526, 530, 534, 538 company policy, 221 Comparative advantage, 218 Comparative analysis, 199, 338 compatibility, 224 Compensation, 50, 52, 102, 105, 206, 229-230, 311-312, 319, 372, 374-375, 392, 413, 415, 502, 519, 521 Compensation plans, 372, 375, 392 Compete, 11, 36, 61, 78-79, 120, 124, 127, 137, 148, 152, 213, 266, 295, 332, 410-412, 417, 419, 433, 500, 503, 505, 512, 518-519, 531, 539 Competition, 3, 25, 30, 42, 54, 61-63, 65-66, 71, 120, 124, 126-127, 130, 132-133, 137-139, 144, 150-153, 156, 167, 186, 197, 207, 210-211, 213, 221, 229-230, 240-241, 248-249, 254, 257, 259, 266, 277, 279, 300, 306-307, 310, 327, 337, 339, 341, 360, 367, 378-380, 385-388, 391, 406, 417, 424, 426-427, 430, 445, 450, 453, 455-456, 465-466, 477, 488, 500-503, 505-518, 520-526, 530-531, 533, 535-541, 545 Competitive advantage, 1-2, 141, 226, 259-260, 276-277, 285-286, 291, 408, 416, 427 positioning, 1-2 Competitive environment, 2, 103, 379, 542 Competitive factors, 199 Competitiveness, 276, 320, 342, 380, 486, 499, 511 Competitors, 1, 3, 7, 52, 60-61, 63, 78, 100, 103, 117, 119, 122, 124, 129-130, 139, 141, 147, 150, 174, 178, 180, 199-200, 206, 209-211, 226-227, 238, 245-246, 256-257, 264-265, 267-268, 270, 272, 274-275, 295, 306, 308-309, 320, 341, 352-353, 379, 386, 388, 390, 423, 454, 489-490, 502-503, 507, 511-514, 517, 521-522, 524, 527, 530, 534-535, 537-538, 543 identifying, 61 complaints, 48, 77, 384, 516, 532 customer, 48, 532 Complementarity, 276 Compliance, 181, 206, 221-222, 237-238, 420 compromise, 306, 335, 439 Computer software, 35, 370 Conditions, 4, 25, 41, 60, 76, 103-104, 106, 109, 125, 130, 162, 184, 198, 270, 278, 285-287, 297, 304-305, 336, 355, 391, 410, 422, 424, 432, 468, 475, 506, 509, 516, 518, 527 Confidence, 7, 129, 139, 204-205, 253, 262, 264-265, 273, 283, 287 Configuration, 42, 214 Confirmation, 44 Conflict, 5, 8, 17-18, 21, 24-26, 29, 31, 103, 119, 124, 132, 139, 148, 152-153, 179, 187, 190, 204, 207, 213-214, 216, 230, 236, 239, 245, 248, 252, 254, 256, 263, 272, 275, 277, 279, 283, 286-287, 296, 309, 337, 356, 378, 390, 444, 463-464, 468-471, 473, 475, 478, 526, 533, 535-536 Conflict management, 31 Conflict resolution, 214, 248, 478 Consideration, 99, 128, 137, 258, 272, 281, 301, 303, 332, 367, 375, 427, 474 Consignment, 32, 81, 110, 129 Consistency, 272, 445, 449 Consolidation, 49, 232, 249, 256-257, 260, 289, 322-323, 339, 380, 389, 402-403, 405-407, 416, 420, 422-424, 427, 429, 431-434 Consortium, 78-79, 92, 163, 179, 191, 196, 414, 418 Constraints, 31, 50, 109, 161-162, 164, 173, 197, 297, 421, 499-500, 502-503, 505-546 CHECK, 505, 533 creating, 164, 531, 533 implementing, 173, 519 Construction, 35, 210, 271, 321, 443 Consultative selling, 426 Consumer goods, 28, 105, 116, 118-119, 123, 134, 144, 242, 257, 484, 486, 508 Consumer markets, 154 Consumer products, 32, 34, 38, 126, 128 Consumer promotions, 380 Consumer search, 359 Consumers, 1-7, 10, 12, 14, 16-17, 19, 27-28, 37, 41, 44-45, 48-50, 53, 60-61, 66, 70, 76, 82-83, 85, 88-90, 92, 94, 102, 109, 118, 123, 125, 138, 143, 145-146, 149, 154, 164, 167-168, 172-173, 176-180, 183-184, 186-187, 197, 200, 219, 225, 230, 240, 242-243, 255, 275, 307, 309, 315, 323, 325, 337, 341, 351-354, 358-360, 363, 365, 367, 370, 376-380, 385-386, 388-390, 402, 406, 409-410, 412, 416, 421-422, 428, 431-432, 452, 486-488, 494, 507-508, 511-512, 519, 541 in emerging markets, 376 Consumption, 2, 4-5, 26-27, 32, 36, 49-50, 54, 84, 101, 275, 341-342, 367, 389, 404, 406, 512 consumer, 2, 4-5, 32, 36, 49, 101, 341, 367, 389, 404 Contacts, 8, 10-12, 27, 79, 142, 274 Content, 4, 10, 148, 207, 232, 249, 276 Continuity, 248, 255, 261-262, 272, 280, 286, 290-291, 298 Contract, 4, 16, 32, 34, 37, 50, 123-124, 130-131, 149, 151, 161, 222-224, 229-230, 235, 237, 246, 248, 258, 272, 290, 299, 301, 311, 328-329, 333, 335, 339, 372, 381, 385, 433, 438-440, 444-445, 448, 456-463, 467, 473-474, 476, 509, 511, 517, 522-523, 526, 528, 530, 533 definition of, 461, 523 Contracts, 16, 78-79, 81, 92-93, 130, 163, 222, 229-231, 239, 241, 273, 297, 300, 308, 316, 325, 372, 410, 414, 416, 421-422, 425, 433-434, 438, 456, 459-462, 464, 473-474, 476-477, 505, 508-509, 517, 522-523, 525-526, 528, 538-539, 543-544 exports, 425 franchising, 316, 438, 456, 459-462, 464, 473-474, 476-477, 526 leasing, 459 Contractual agreements, 416 Contribution margin, 492 Control, 13, 17, 24, 37, 52, 85, 93, 100, 117, 132, 134, 142, 144, 151, 153-154, 163, 169, 173-174, 183, 188, 225, 241-242, 244, 249, 252, 260, 263, 270, 291, 298, 300-303, 307, 312-313, 316-318, 324, 326, 328, 332, 335, 338, 352-355, 362, 378, 380-381, 384, 389, 391, 397, 408, 416-418, 429, 431, 439, 444-445, 447, 449-450, 453-454, 458-459, 465-466, 468, 473-474, 476, 478-479, 482, 488, 490, 494, 506, 509-510, 525-528, 533, 543 Control mechanisms, 291, 416 Control systems, 338, 355, 417 Controlling, 79, 81, 91, 175, 290, 303, 309, 312, 363, 450, 459 Convenience stores, 33, 50, 119 Conventions, 38, 430 conversion, 244 Convertibility, 387 cookies, 316, 358, 385 Co-op advertising, 381, 417 Cooperation, 13, 75, 103, 131, 136-137, 141, 151-152, 181-182, 204-205, 213, 216, 218, 225, 228, 254, 261, 273, 276, 278-280, 289, 314, 316-317, 339, 383, 440, 461, 468, 471-474, 486-487 Cooperative advertising, 178, 381-382 Coordination, 13, 17, 25, 27, 132-133, 149, 155, 182, 216, 228, 246, 249, 251, 259, 314, 317-318, 341, 389, 413, 415-416, 418, 472, 477, 483, 536 manufacturing, 318, 416 systems, 13, 155, 341, 413 Coordination problems, 132 Copyright, 1, 39, 73, 115, 159, 179, 203, 251, 293, 341, 401, 437, 481, 499 Copyrights, 455 licensing, 455 Core competencies, 306 Corporate vertical marketing system, 509 corporation, 12, 28, 30, 107, 229, 353, 391-392, 419-420, 508-509, 517, 524, 526-527, 541 Corporations, 326, 389, 414, 535 cost management, 5, 31, 77, 107, 305 Cost of goods sold, 109, 301, 355, 396 Costa Rica, 276 Cost-benefit analysis, 223 Costs, 4-5, 7-13, 15-16, 22, 26, 41, 43-44, 49-54, 67, 75-77, 79-86, 88, 90-102, 104-105, 108-113, 120-121, 124-125, 129, 133, 141-143, 145, 148, 150-151, 153, 156, 160, 163-164, 167, 169, 172-175, 179-186, 189, 191, 207, 210-211, 216-218, 220, 223, 238, 245, 252, 257-261, 270, 281-283, 285, 291, 297-300, 302-304, 306, 310, 312-313, 317, 320-323, 325, 329-330, 332, 334-339, 351-352, 354-356, 358-359, 361, 363-365, 372, 378-381, 383, 388-389, 391, 395-397, 402-403, 407-410, 413-415, 418-419, 424, 426-429, 431-433, 435, 442, 445-447, 451-453, 461-464, 469, 474, 476, 478, 483-484, 488-493, 495-496, 505, 513-514, 516, 521, 525, 533, 536 alteration, 108 distribution, 4-5, 7-8, 10, 12, 15, 22, 26, 51, 53, 81, 94, 101, 120-121, 124, 129, 133, 142-143, 145, 148, 150-151, 153, 156, 172-174, 185, 189, 245, 252, 257-261, 270, 281-283, 285, 291, 297-300, 302-304, 306, 310, 312-313, 317, 320-323, 325, 329, 332, 334-339, 383, 396, 402-403, 408-409, 414, 418, 424, 429, 432-433, 435, 447, 474, 478, 483-484, 490, 495, 505, 533, 536 labor costs, 355, 452, 489 product and, 7, 10, 26, 41, 54, 90, 93, 105, 317, 359, 427-428, 442, 451, 495 product lines, 5, 51, 352, 361, 363, 427, 521, 536 sales and, 5, 52, 133, 143, 145, 151, 163, 186, 211, 300, 306, 397, 424, 461, 490 Countries, 12, 21, 23, 123, 167, 205, 222, 225, 272, 306, 326, 342, 354, 372, 374, 387, 389, 418, 439-441, 485, 489, 533, 538-539 Coupons, 522 Creating value, 427 Creative strategy, 231 Creativity, 283 credibility, 191, 313, 465 Credit, 10, 13, 16, 37, 66, 76, 82, 92, 95, 105, 121, 133, 145, 172, 198, 219, 257, 295, 303, 378, 388, 395, 406, 408-410, 421-422, 425, 427, 451 extension of, 451 Crisis management, 494 Critical incidents, 283 criticism, 236, 442 CRM, 210, 490 Cross-selling, 37 Cultural sensitivity, 432 Culture, 173, 237, 242, 254, 270, 278, 287, 427, 442, 493 Cumulative quantity discounts, 513 Currency, 135, 140-141, 387, 409, 423, 461 exchange of, 135 risk, 140-141, 409 Curves, 472 Customer demand, 32 Customer management, 156 Customer needs, 216, 261, 287, 407 Customer relationship management, 210, 490 CRM, 210, 490 Customer satisfaction, 52, 191, 378 Customer service, 4, 19, 41-44, 48-49, 51-52, 55, 63-65, 67, 71, 81, 90, 169, 175, 177, 180, 186-188, 192, 195, 271-272, 351, 360, 363, 365, 377, 427, 442, 483, 495-496, 530 Customer service representative, 377 customer support, 277 Customers, 4-5, 13-16, 18, 27, 29, 32-35, 37-38, 42-43, 45, 52-53, 55-57, 60, 66, 77, 79-80, 82, 92, 99, 118, 120-125, 127-129, 131, 133-134, 136, 138-139, 145-149, 151-152, 154, 163-164, 180, 186-187, 206-207, 209, 212-213, 215, 221, 223, 225, 231, 242, 244, 251, 259-260, 265-267, 271-272, 277, 284, 286, 288, 296, 299, 302, 305, 307-310, 313-315, 319, 360, 363-364, 376, 378, 386, 388, 405-406, 408, 411-415, 420, 422-431, 435, 438-439, 445, 447, 449, 452-454, 465-466, 476, 482, 484, 489-490, 494, 500, 502-503, 505, 510-513, 515, 517-518, 520, 529, 532, 534-539 business-to-business, 16, 38, 92, 136, 430, 435 Customs, 409, 423, 442, 482, 494, 506, 541 549 defined, 506 D Damage, 147, 206, 210, 237-238, 262, 311, 353, 463 Damages, 230, 236, 467, 532, 545 general, 532 data, 10, 28, 45, 56, 67-68, 76, 81-82, 94, 99, 108, 110-113, 164, 217-218, 220-221, 248, 257, 272, 284, 312, 329, 342, 355, 358, 363, 368, 372, 390, 393, 398, 404-405, 408, 419, 444, 466, 485, 487, 493, 495, 524 Database, 29, 34, 38, 70, 88, 96, 162, 164, 190, 369, 374 characteristics of, 162 development of, 88, 162 systems, 88, 162 Database marketing, 38 database system, 162 databases, 38, 78, 272 commercial, 78 dates, 37 Deadlines, 218 Death, 70, 475 Debt, 13, 76, 78-79 Decentralization, 50, 53, 318, 334 deception, 138, 273 Decision makers, 222, 237, 332 Decision making, 232, 278-279, 287, 304, 491 Decision-making, 199, 278, 316 group, 316 Deep assortment, 3, 70, 365 Defendant, 513, 515, 532 Delegation, 298 Demand, 3, 6, 10, 13, 16-17, 19, 21, 23, 26-27, 29, 32, 35-36, 40-42, 44, 49-50, 53-55, 61-65, 68, 70-71, 77, 84-85, 89-90, 100-101, 117, 123-126, 128, 133, 142, 149, 152, 155-156, 160-163, 165-170, 172, 174-175, 177, 179-184, 186-191, 194, 197-198, 207, 211, 216, 222, 232, 241-242, 247, 257-258, 296, 307, 309, 312-313, 316, 319-322, 332, 336, 341-342, 353-354, 358-359, 365, 367, 376, 379, 383, 388-389, 407-409, 414-415, 420, 422, 443, 457-458, 463, 475, 485, 487-493, 495, 502, 507, 511, 521, 525, 542 aggregate, 379, 414 change in, 186-187, 190, 485 currency, 409 derived, 40, 316 excess, 32, 70, 84, 149, 175, 186, 319-320, 493 price elasticity of, 155 prices and, 163, 493, 507, 521 Demographics, 38, 146 Department of Commerce, 433 Department of Justice, 545 Department stores, 3, 15, 28, 33, 37, 51, 123, 129, 137, 144-145, 232, 315, 342, 363-364, 390, 530 Deposits, 364 Depreciation, 13, 258, 479 Derived demand, 40 design, 1-2, 6, 13, 15, 17, 19, 21-27, 29, 35-36, 39-45, 48-57, 59-68, 70-71, 74-75, 100-101, 103-105, 117, 160-163, 173, 185-187, 189-191, 194, 198-199, 225, 259, 266, 272, 288, 315-316, 352-354, 367, 377, 379, 386, 411, 426-427, 443, 459, 488-489, 491-494, 518, 530 elements of, 1, 17, 27, 36, 44, 61, 64, 187 principles of, 17 Determinant, 296, 443 Developing economies, 408, 432 Differentiated marketing, 140 Differentiation, 1-2, 183, 259, 271 product, 1-2, 183, 259, 271 Diffusion, 92, 175, 476 Diminishing returns, 470 direct approach, 429 Direct channel, 99, 132, 213, 533 Direct mail, 16, 34 Direct mail advertising, 34 Direct salespeople, 328 Direct selling, 8, 28, 138-140, 151, 163, 264-265, 272, 342, 367, 370, 372, 374-376, 378, 390, 392, 418, 421-422 Directive, 79, 233 Directories, 56 Disability, 14 Discipline, 84, 101, 305, 311, 351, 483 550 Discount stores, 147, 175, 379, 385 Discounts, 124, 129, 215, 262, 323, 395-398, 413, 488, 511-514, 517, 519-521, 524, 535-537, 539, 542-544 Discrimination, 157, 442, 460, 501, 507, 510-519, 537-540 Disease, 453, 475 Disintermediation, Disposable income, 50, 358 Disposal, 85, 88, 173 Dispute resolution, 92 Distance, 28, 171, 359, 530 distractions, 306 Distribution, 2, 4-5, 7-8, 10, 12, 15, 21-26, 28-37, 51, 53, 56, 65, 68, 81, 89, 94, 101, 116-124, 126-136, 140, 142-145, 147-157, 161-162, 171-174, 185, 189, 194, 198, 200-201, 205, 212-213, 219, 222, 224-225, 239-242, 244-245, 247-249, 251-279, 281-291, 293-329, 331-340, 341, 370, 376, 382-383, 386, 393, 396, 402-406, 408-409, 414, 416, 418, 420-421, 423-424, 429, 432-435, 447, 450, 455, 474, 478, 482-484, 490, 495, 499, 502-503, 505, 507-508, 517, 519-520, 523, 529-530, 532-533, 535-538, 540, 542 emerging markets, 376 marketing and, 157, 269, 291, 483 shipping and, 4, 424 supply chain management, 101, 200, 406, 423, 482-484, 490, 495 Distribution center, 33, 53, 89, 101, 171-172, 418 Distribution centers, 33, 242, 405, 490 Distribution channel, 8, 10, 21, 24, 26, 29-31, 35-36, 65, 68, 135, 149, 156, 162, 185, 200, 247, 249, 262, 289, 295, 302, 339, 409, 416, 434 Distribution channels, 31, 127, 155, 157, 201, 205, 212, 248-249, 253, 256, 290-291, 338, 403, 423-424, 432, 434-435, 474, 538 strategy for, 423 Distributive justice, 233-234 Distributors, 4-5, 10, 15, 21, 28, 32-34, 36, 50, 61, 77, 85-86, 136, 139, 142, 148, 181, 198, 207, 209, 223, 237, 240-242, 244, 246, 254, 256, 258-259, 261, 267-268, 276, 306, 308, 310-311, 320, 327, 372, 374-375, 378, 402-406, 408, 411-416, 422, 424, 426-432, 435, 441, 454, 484, 500, 502-503, 505-506, 509, 514, 517, 520, 527, 530-532, 535-537, 542 selection of, 33, 532 Diversification, 231 Diversity, 70, 199 Diverting, 383 Divesting, 464 Dividends, 414, 417-418, 442 Division of labor, 218 Documentation, 123, 482, 494, 513 documents, 187, 443, 476, 485 Dollar, 175, 177, 271, 358, 381, 386, 395-396, 483 Dollars, 62, 83-84, 188, 191, 356, 380-382, 395, 398, 403, 419, 441, 458, 475 Dominance, 317, 342, 528 Dominant strategy, 354 Downstream, 14-15, 22, 26, 29, 84, 88, 91, 116-119, 123-124, 130-142, 144, 146, 150-153, 207, 209, 216, 218-219, 221, 224, 228, 243, 251, 253-254, 256-265, 267-268, 275, 278-279, 284-286, 288, 295-297, 300-303, 305, 308, 310, 314-316, 318-319, 322-324, 329, 336-339, 372, 406, 408, 411, 413-414, 417, 420, 430-431, 438-439, 482-484, 507, 516, 519-520, 539 Draft, 395, 443 Drugs, 4, 29, 33, 88, 219, 328, 364, 370-371, 393, 404, 407, 534 Dumping, 86, 106, 200 Durable goods, 145 Duties, 43, 473-475 Duty, 222, 242, 309 Dynamics, 107, 205, 476 E Earnings, 363, 372, 387, 440 E-business, 66, 200 E-commerce, 3, 29, 248, 347-348, 368-370, 403, 425, 429, 434, 518 Econometric models, 155 Economic analysis, 541 Economic development, 326, 433 Economic efficiency, 289, 434 Economic growth, 403 sources of, 403 economic order quantity, 91 Economic policy, 434 Economic power, 527 Economic profit, 259 Economics, 30, 155-157, 248, 317, 339-340, 356, 391, 433-434, 476-479, 542 Economies of scale, 36, 80, 84, 89, 127, 167, 183, 233, 305-306, 312, 334, 336, 379, 388, 403, 407, 416, 418, 431-432, 441, 443-444, 451, 470 benefits of, 84, 312, 451 franchising, 441, 443-444, 451, 470 improving, 379 Economist Intelligence Unit, 477 Economy, 25, 36, 49, 167, 199, 241, 304-305, 339, 368, 402-403, 406, 408, 410 team, 408 Economy size, 49 Education, 42, 52, 180, 195, 363, 391, 410, 433-435, 496 Effective interest rate, 395 Efficiency, 7-8, 17, 21, 26-27, 73-74, 77, 80, 92, 94, 96-100, 102-105, 108-113, 149, 156, 164, 169, 175, 182, 185, 189-190, 198, 248, 289, 304, 331, 340, 351, 410, 425, 434, 488, 492, 494, 502, 505 Efficient consumer response, 355, 482-483, 485-486, 495 Elasticities, 511 Electronic Commerce, 402, 425, 431-432 Electronic data, 10, 164, 217-218, 248, 257, 355, 390, 485 Electronic data interchange, 10, 217-218, 248, 257, 355, 390, 485 EDI, 217-218, 257, 355, 390, 485 electronic funds transfer, 257 E-mail, 45, 66, 78-79 Emerging economies, 211, 403, 408, 410 Emerging markets, 376 emphasis, 1, 108, 212, 296, 356, 376, 379, 487, 495 Employee training, 417 Employees, 3-4, 28, 37, 52, 90, 103, 148, 189, 221, 240, 244, 265, 279, 295, 298, 306, 312-313, 320, 326, 329, 372, 391, 409, 426, 430, 441, 443, 447, 450-451, 470, 494 loyalty, 52, 312, 320, 450 Employment, 180, 272, 306, 440, 442, 447-448 endnotes, 29, 65, 106, 154, 198, 246, 289, 338, 391, 399, 433, 476, 496, 540 Endorsements, 122 England, 360 English, 455, 476 Enhancement, 388 Entities, 4, 22, 24-25, 37, 142, 151, 154, 305, 309, 367, 402, 432 strong, 22, 151, 309, 367 Entrepreneur, 270, 439-440, 445, 447, 463, 468, 472, 474 Entrepreneurs, 229, 376, 445-446, 465-466, 468, 472, 474 Entrepreneurship, 476 Entry barriers, 423, 523 Environment, 2, 17, 33, 103, 107, 162, 165, 199-200, 206, 216, 232, 280, 294, 323-325, 331, 336, 340, 341, 351, 356, 379, 386, 408, 468, 483, 488, 494, 503, 542 natural, 323, 408, 494 Equilibrium, 339 Equipment purchases, 194 Equity, 15, 25, 53, 74, 77, 80-81, 91, 96, 99, 102-106, 123, 144, 151, 156, 163, 172, 207, 209-210, 234, 241, 243, 267, 276, 287, 295, 301, 314-319, 324, 329, 336, 388, 440, 443-445, 449, 463, 469, 472-474, 476, 485-486, 494-495, 519 defined, 388 internal, 81, 486 Errors and omissions, 496 ETC, 29, 33, 42, 46, 57, 70, 78, 121, 151, 162, 268, 271, 283, 295, 298, 320, 342, 370, 386, 444, 447, 457-458, 467, 470, 519 Ethics, 375 Code of ethics, 375 Ethnography, 433 EU, 455, 477 Euro, 421 Europe, 3, 5-6, 29, 31, 122, 136, 155, 207, 231, 266, 269, 284, 288, 290, 303, 306, 317, 320, 325, 350, 352, 354, 385, 387, 407, 416, 422, 424, 428, 430, 439-440, 454, 474, 476-477, 489, 496, 528 European Commission, 477, 505, 528 European Union, 88, 389, 455, 502 EU, 455 Evaluation, 59, 88-89, 281, 396 evidence, 43, 48-49, 138, 142-145, 156, 169, 182, 217-218, 234, 236-237, 247, 249, 261, 263, 273-274, 278, 324, 331, 361-362, 446, 458, 467-468, 470-471, 479, 509, 512, 517, 524, 527, 533, 540 Exchange, 8, 35, 122, 135-136, 172, 174, 218, 235-237, 248, 256, 274, 281, 286, 290-291, 315, 339, 374, 414, 424, 456, 462, 486, 494 Exchange of information, 256, 462 Exchange relationships, 290, 339 Exchanges, 8, 426-427, 432, 435, 530 Exclusion, 71, 286, 525, 527 Exclusive agreements, 522 Exclusive dealing, 124, 140-141, 151, 155-156, 271, 430, 521-526, 531-532, 537-541, 543 Exclusive distribution, 21, 51, 117, 126, 130, 140, 276, 450, 507, 537, 540 Excuses, 327-328 Expansion, 243, 256, 280-283, 290, 387-389, 424, 431, 454, 478, 533, 535, 538-539 expect, 13, 16, 48, 105, 131, 150, 154, 188, 191, 222, 253, 262, 274, 288, 327, 336-337, 360, 382, 443, 446, 460, 537 Expectations, 223, 261-262, 269, 282, 285, 294, 300, 494 Expenditures, 14, 323, 507 Expenses, 5, 52, 142, 164, 229, 301, 323, 363-364, 392, 396-398 Experience, 2, 35, 53, 55, 79, 85, 128, 151-153, 175, 187-189, 204, 221, 241, 255, 266, 279, 311, 315, 332, 360, 367, 376, 383, 390, 425, 450, 452, 454, 464-465, 471-472, 479, 490, 493 expertise, 23, 34, 42, 65, 79, 87, 92, 106, 199, 212, 217-221, 225-227, 235, 244, 257, 259, 298, 300, 302, 315, 333, 356, 361-362, 388, 415-416, 419, 427 Explanations, 446, 448, 466, 478 Export agents, 15, 320 Export intermediaries, 425 Export management companies, 21, 425 Export trading companies, 425 Exporting, 387, 424 agents, 424 Exports, 423, 425 Externalities, 356, 391 Extortion, 516 Extranets, 490 F Factory outlet stores, 218 Fads, 51 Failure, 12, 26, 44, 94, 125, 144, 151, 302-303, 327, 337, 380, 382, 384, 389-390, 393, 421, 426, 440, 464, 466-468, 472-473, 475, 493, 502, 506, 516, 532 Fair value, 460 fairness, 75, 228, 232-234, 249, 275-276, 279, 286-287, 291 Family, 6, 14, 21, 49-50, 52, 133, 165, 188, 219, 225, 272, 342, 359, 372, 407, 424, 440-442, 452, 454, 475, 489, 516 employment and, 272 FAST, 36, 51, 63, 116, 118-119, 122-123, 144, 213, 242, 257, 278, 283, 305, 324, 361, 364, 412, 422, 427, 440-451, 461, 463, 471, 479, 486, 488, 490-491, 493-494 Favors, 228, 235, 275, 325, 352, 413, 459, 484, 515 Fax machines, 28 Feature, 1, 144, 222, 226, 239, 244, 257, 324, 381, 414, 424, 471 Federal government, 163 Federal Trade Commission, 384, 392-393, 477, 513, 515, 518, 527, 531, 534, 538, 542-544 Federal Trade Commission Act, 515 Federal Trade Commission (FTC), 538 FTC, 538 feedback, 137, 152, 200, 266, 286, 337, 444, 466, 490 destructive, 466 giving, 137 Fields, 378, 440 Filtering, 411, 425 Finance, 16, 35, 66, 90, 92, 200, 229, 283, 333, 381, 406, 450, 477, 486 accounting and, 283 summary of, 35 Financial capital, 259, 446-447 Financial institutions, 28 Financial management, 14, 355 Financial reports, 391 Financial resources, 398 Financial services, 41, 44, 84, 149, 305, 423 Financial services industry, 41, 44 Financial Times, 339, 540-541, 544-546 Finland, 349 Fire, 375, 494 Firms, 2, 16, 21, 26, 30, 35, 42, 51, 61, 67, 78-79, 84-86, 89, 92, 110, 149, 152-153, 163-164, 183, 187, 207-208, 212, 218, 221-222, 224, 229, 232, 250, 251, 261, 263, 268, 274, 276, 281-285, 287, 297, 299-301, 305-306, 310, 320-322, 324, 326, 328, 331-333, 336, 338, 369, 376, 397, 403, 405, 407-408, 414-415, 422-425, 430-432, 438-439, 449, 451, 463, 470, 477, 483-485, 487, 496, 505, 511, 514-515, 517-518, 523, 527, 533, 535, 541-542, 545 value chain, 300, 332 Firm-specific assets, 319 First-mover advantage, 445 Fixed assets, 355 Fixed costs, 160, 306, 355-356, 379, 452-453 Flexibility, 42, 77, 148, 174, 260, 325-326, 413, 418, 460, 462, 492, 495 Fluctuating demand, 232 Focus groups, 56 Food, 21, 33-34, 37, 119, 121-122, 136, 187, 323, 325, 342, 359, 370-371, 379, 384, 391-393, 421, 430, 440-444, 446, 448-449, 453, 458, 463-464, 466, 471, 479, 485-486, 516-517, 520, 535, 542-543 production, 325, 485-486 footnotes, 440 Forecasting, 89-90, 142, 210, 271, 398, 464, 489, 521 sales, 89, 142, 398, 521 Forecasts, 10, 77, 172, 220, 244, 258, 281, 397-398, 404, 467 Foreign distributors, 506 Formalization, 233, 278, 389, 472 Forrester Research, 45 Forward buying, 382-383, 389-390 Forward integration, 294, 324, 405, 533 Foundations, 433 Four Ps, 255 Four Ps of marketing, 255 Fragmentation, 257, 406, 422, 432 France, 16, 56, 109, 125, 136-137, 157, 275, 295, 342-345, 347-348, 350, 374, 418, 421-422, 441-442, 448, 451-453, 467, 476-477, 541 economies of, 418, 441, 451 Franchise contracts, 456, 460, 477 Franchise organizations, 447, 476 Franchisee, 430, 438-447, 449, 455-460, 462-474, 476, 478, 526 Franchiser, 14, 26, 476 Franchises, 16, 222, 255, 442, 447, 457, 459, 463-464, 467-468, 472-474, 479 Franchising, 18, 26, 316, 419-420, 437-479, 526, 541 appeal of, 453 contracts, 316, 438, 456, 459-462, 464, 473-474, 476-477, 526 definition of, 461 law and, 476, 478 relationship, 450, 456, 461, 463, 468 renewal, 461 termination, 456, 459-461, 467, 541 types of, 463, 526 fraud, 313, 392 definition, 392 Free goods, 381-382 Free on board, 395 Free rider, 510 Free trade, 502 Freedom, 81, 130, 150, 222, 408, 429, 455, 521-522, 541 Frequency, 7, 86, 103, 169, 173, 257, 271, 289, 328, 492 FTC, 384, 392-393, 477, 501-502, 513, 516, 518-519, 522, 526, 528, 530-531, 534, 538, 542-546 Full line, 33, 122, 147, 149, 246, 302 Full-line forcing, 521, 527, 537 Functional discounts, 396, 413, 511-512, 519-521, 535-537, 539 Fund, 91, 120, 381 Furniture business, 360 G Gap analysis, 22-23, 159-165, 167, 169, 171-191, 194, 197-201 Gatekeeper, GDP, 374 Gender, 440 general purpose, 294, 319, 336 Generic product, 51, 361, 500, 514 Geography, 420, 500 Georgia, 162, 413 Germany, 16, 246, 342-345, 347, 350, 374 Gifts, 362 Global marketing, 157 Globalization, 341-342, 367, 386, 388-390 markets, 342, 386, 388-390 summary, 388 goal conflict, 24-25, 469 goal congruence, 277, 282, 287 Goals, 22, 24-25, 27, 130-131, 156, 209, 220, 249, 263, 277, 279, 281, 283, 342, 351, 397, 418, 469-470, 473, 475 Golf carts, 162 Goods, 6-8, 14-16, 22, 28, 32-33, 37, 49-52, 55, 67, 75, 81, 84-85, 88, 93, 98, 100, 105, 109, 116, 118-119, 123, 126, 128-129, 133-134, 137-138, 144-145, 147-150, 152-154, 169-170, 172, 181, 183-185, 242, 247, 257, 266, 295, 301, 308-309, 337, 341, 355, 359, 361, 363, 365, 370, 372, 379, 381-386, 389, 391-392, 395-398, 402-406, 409, 411-413, 416, 418, 424-425, 429, 432, 445, 447, 455, 482-484, 486, 488-494, 502-503, 505-508, 510, 512-513, 522, 526-527, 532, 544 complement, 150, 491 complementary, 149-150, 308 free, 14, 52, 152, 242, 308-309, 381-382, 395, 429, 445, 502-503, 505-507, 510 intermediate, 22, 126, 402 nondurable, 381-382 normal, 37, 119, 123, 154, 381, 432, 508 private, 14-16, 147, 266, 295, 385-386, 389, 403, 425, 512 public, 93, 392, 409, 544 substitute, 385, 491, 532 Government, 10, 12, 28, 42-43, 65, 77-79, 88, 92, 106, 109, 162-163, 191, 194-196, 199, 219, 231, 272, 275, 305, 332, 376, 409, 475, 496, 515, 534-535 franchising, 475 roles of, 12 Government regulation, 109, 305, 496 Government regulations, 275 Grants, 228, 458, 510, 512, 519 Graphs, 483 Gray market, 91, 506, 541 Greenfield investment, 387 Gross domestic product, 374, 403 Gross margin, 123, 190, 301, 355, 395-398, 428 Gross margin ratio, 355 Gross sales, 229-230, 355 Group, 3, 16-17, 29-30, 35-36, 38, 45, 56, 59, 61, 64, 67, 71, 107, 131-133, 169, 176, 191, 210, 219, 230, 309, 316, 332, 348-349, 364, 372, 385, 402, 410, 414, 416-418, 421, 444-445, 455, 485, 489, 503, 513-514, 526, 528, 532, 542 group dynamics, 107 Group insurance, 444 marketing, 444 groups, 17, 36, 55-56, 64, 68, 71, 146, 191, 255, 403, 416-418, 420, 423, 432, 455, 489, 518 Growth rate, 368 Growth strategy, 302, 354 Guidelines, 26, 241, 331, 451, 518, 522, 534, 542, 545 Strong relationships, 241 H Harvesting, 451, 455 Hazards, 318 headings, 110 headlines, 322 Health care, 4, 37, 514 551 Health insurance, Hedging, 333 insurance, 333 help desk, 78, 163 Hierarchy, 278, 338, 465-466, 473 Holding company, 414 Home country, 387 Hong Kong, 34, 387 Hospitals, 4, 219, 407, 475, 517, 528 Host country, 425 HTML, 67, 368-369, 374 Human capital, 446-447, 472, 477 Human resources, 164 Hungary, 387 Hypermarkets, 15, 50, 120, 122, 125, 295, 315, 342, 364-365, 388-389, 467 hypothesis, 467, 477 I Ice, 84, 149, 157, 526, 544 IKEA, 346 illustration, 135, 220, 372 Image, 2-3, 21, 51, 53, 117, 127-130, 143, 208, 224, 259, 266, 268, 284, 288, 296, 298, 315, 358, 385, 419-420, 445, 449, 461, 507, 521, 529, 544 country, 288 national, 385, 449 Implementation, 1, 17, 21, 24-27, 123, 140, 151, 153, 165, 167, 181, 279, 323, 420, 444-445, 449, 485-486, 493, 507 Imports, 506 Impression, 127, 147, 236, 275, 301, 410 Impulse purchase, 489 Inc., 1, 14, 29-30, 39, 51, 73, 82, 85, 88, 115, 157, 159, 172, 198, 201, 203, 251, 339, 341, 344, 360, 384, 392, 399, 401, 414-415, 481, 499, 508, 520, 529, 531, 540-544, 546 Incentive programs, 215 Incentives, 24, 102, 131, 173, 213, 215-216, 238, 247, 305, 311-312, 374, 379, 381, 460, 474, 494, 508, 516, 539 Income, 50, 82, 92, 208, 256, 312, 358, 364, 372, 374, 376, 396, 403, 439, 446, 457-458, 469 disposable, 50, 358 increase in, 92 market, 50, 92, 256, 312, 358, 364, 376, 439, 446 national, 403, 446 per capita, 374, 376 permanent, 50 personal, 372, 374, 376, 446, 458 Income statement, 208, 439 Incorporation, 83 independent contractors, 372 Independent intermediaries, 6, 334 Index.html, 374 India, 219, 327, 374, 387, 467 currency, 387 GDP, 374 Indonesia, 387 Industrial distributor, 89 Industrial goods, 28, 67, 105, 133 Industry, 11, 29-30, 32, 34, 36-37, 41, 44, 52, 61, 67, 84-87, 104, 127, 155-157, 164, 172-173, 176, 178, 184, 186, 199-200, 207, 213-216, 220, 223, 231, 239, 246, 271, 274, 285, 295, 302-303, 305-307, 310-311, 314, 321-323, 333-334, 337, 339, 353-355, 360, 376, 384-385, 392-393, 402-408, 411, 414, 416, 418, 423-426, 428-431, 433-434, 479, 482, 484-487, 495-496, 514, 523, 540-542 Industry change, 434 Inefficiencies, 169, 172, 333 Inequality, 536 infer, 143, 265 Influencer, 37, 205, 212, 218, 220, 222-223, 226, 235-239, 250 Information, 7-8, 10, 13, 16, 19-20, 27, 29-30, 32, 37, 43-44, 52-54, 56-57, 61-65, 67-68, 71, 74, 77, 79-80, 93, 102-103, 106-107, 138, 142, 144, 146, 148, 152, 155, 157, 160, 162, 164-165, 167, 175, 177-178, 185, 191-192, 194-195, 199-201, 205, 214-215, 220-223, 235-237, 239, 244-245, 256-257, 261, 268, 271, 275, 284, 308, 310, 312, 314, 316, 327-328, 333, 351-352, 363, 367, 370, 377, 388, 391, 398, 403-404, 406-411, 415, 418, 420, 424-426, 429, 432, 444, 451, 462, 465, 468, 476, 479, 483, 485-486, 488-492, 552 494-496, 502, 505, 507, 518, 524, 534 asymmetric, 468 Information access, 30 Information gathering, 80 information overload, 411 Information search, 146, 157 Information system, 52, 316 Information systems, 30, 80, 160, 351, 462, 465 Information technology, 13, 16, 29, 205, 215, 223, 271, 284, 333, 388, 406-407, 420, 432, 490, 496 Infrastructure, 82, 101, 161-162, 165, 167, 169, 199, 282, 320, 326, 376, 387, 409-411, 490 emerging markets, 376 investment in, 326 Inheritance, 440 Initial markup, 396, 398 Initiative, 163, 179, 206, 243, 386, 414-415, 486 Injury, 49, 512, 515, 517, 526 advertising, 512, 517 Innovation, 1, 127, 167, 194, 319, 327, 341, 386 Innovations, 93, 336, 363, 408 Installations, 242 Insurance, 4, 13-16, 28, 30, 66, 76, 92, 200, 271, 289, 302, 305, 313, 333, 337-338, 397, 417, 444, 475 applications, 338 brokers, 15 contracts, 16, 92 gap, 14, 200 option, 14, 333, 337 risk and, 289 types of, 14-15 Insurance agents, 28 Intangibles, 316 Integration, 22, 34, 83, 154, 164, 187, 190, 252, 261, 293-329, 331-340, 352, 403, 405, 417, 428, 430, 455, 478, 488, 493, 496, 533-536, 538-539 Integrity, 83, 223, 273 Intellectual property, 455, 461 franchising, 455, 461 Intellectual property rights, 455 intelligence, 16, 36, 244, 271, 296, 374, 426, 477 Intensive distribution, 21, 117, 119, 123, 129, 133, 143, 145, 151, 153, 530, 537 Interdependence, 17, 24, 205, 207, 239, 244, 249, 280-282 Interest, 14, 22, 88, 121, 134, 140, 147, 177, 191, 198, 206, 252, 262-263, 272, 286-287, 309, 311-312, 323, 334, 336, 360-361, 376, 395, 397, 413, 434, 445, 458-460, 468, 475, 506, 515, 517, 526, 537 credit, 121, 198, 395 Interest rate, 198, 395 current, 198 Interest rates, 395, 517 real, 517 Interlocking directorates, 538 Intermediaries, 1, 5-10, 12-17, 26-27, 53, 57, 83-84, 92, 142, 164, 167, 183, 246, 248, 254, 257, 334, 372, 395-396, 404, 421-422, 424-425, 434, 494, 505, 507-508, 521, 532-533, 538-539 channel, 1, 5-8, 10, 12-17, 26-27, 53, 57, 83-84, 92, 142, 164, 167, 183, 246, 248, 254, 257, 334, 372, 395-396, 404, 421, 424-425, 434, 494, 505, 507-508, 521, 532-533, 538-539 International business, 435 International marketing, 157, 338, 476 Internationalization, 386 Internet, 8, 16, 138, 146-148, 157, 175, 179, 184, 207, 246-247, 301, 309, 367, 377-378, 390, 404, 406, 410, 413, 425-427, 429, 431, 435, 485, 500 defined, 367, 404, 413, 500 Interviews, 56 Intranet, 490 Intranets, 490 Inventories, 7, 12-13, 78, 81, 84, 101, 110, 142, 183, 206-207, 241, 244, 257-259, 261, 271, 313, 353, 380-381, 398, 414-415, 418, 431, 433, 482-483, 494-495, 505 Inventory, 7, 10, 13, 15, 21, 30, 32, 34-38, 40, 42, 49, 51, 53, 70, 76-77, 79, 81, 84-87, 89-93, 98, 100-101, 106, 109-110, 121, 129, 134, 142, 181-185, 190, 205-207, 211-212, 224, 226-227, 229, 244, 252, 257-260, 271, 295, 305-306, 342, 351, 353-356, 360-361, 372, 381, 383, 395-397, 403, 405, 407-408, 413-415, 417, 419-420, 426, 431, 453, 457, 482-483, 485, 487-491, 493-494, 496, 519, 521 management of, 34, 40, 79, 226, 483, 491 vendor-managed, 30, 356 Inventory control, 408, 417, 482, 494 Inventory control systems, 417 Inventory management, 7, 30, 244, 258, 271, 355-356, 483, 487 Investment, 15, 34, 42, 77-78, 83, 87, 91-92, 132, 138, 174, 191, 210, 216, 219-220, 227, 265, 267, 275, 277, 280, 284, 288, 294, 297, 299, 302-304, 307, 312-314, 316, 318-319, 326-329, 331-335, 337, 355, 365, 376, 387-388, 392, 397, 410, 415-416, 424, 433, 446-447, 450, 454, 456-458, 463, 473, 484, 514, 526, 533 government, 42, 77-78, 92, 191, 219, 275, 332, 376 gross, 355, 397 net, 15, 83, 92, 227, 304, 312, 355, 397, 410 private, 15, 219, 265, 316, 335, 433 Investments, 2, 76-77, 79, 83, 87-88, 90-91, 121, 123, 131, 133-135, 137, 140-141, 151, 165, 180, 210, 225-226, 229, 232, 249, 251, 253, 257, 261, 265, 267-272, 274, 279, 281-283, 286-287, 291, 304, 311-314, 319, 331, 340, 352, 356, 363, 379, 406, 408, 415-416, 427, 431, 458-459, 462-463, 485, 503 Investor relations, 29 Investors, 284, 304, 313, 318, 446 Invisible hand, 311 Invoices, 66, 82, 84, 200, 414, 515 Ireland, 16 Italy, 16, 142, 346, 374, 464 GDP, 374 J Jamaica, 156 Japan, 3, 5, 16, 29, 31, 150, 157, 224, 237, 277, 342, 344, 346-349, 374, 406, 418, 428, 433 job market, 442 Jobs, 4, 24, 30, 255, 305, 311, 353, 372, 403, 418, 442, 447, 453, 465, 486 levels, 372 service, 4, 24, 30, 305, 353, 442, 447, 453 Joint venture, 35, 269, 299, 534 Joint ventures, 34-35, 333, 441 Jordan, 478 Just in time, 490 Justice Department, 534 K Kenya, 228, 240, 242-243, 250, 258, 306-307, 338 Kiosks, 36, 62, 117, 178-179 Knockoffs, 393 Knowledge, 17, 26, 48, 52, 59-60, 75, 79-80, 92, 104, 121, 133, 160-161, 169, 174, 197-198, 218-220, 257, 308, 311-312, 314-316, 319-320, 322-323, 332-333, 336, 411, 420, 425-426, 443, 446, 453, 458, 471-473, 479, 530 specialized, 133, 220, 446 Korea, 348 L Labeling, 36, 225, 356 Labor, 34, 147, 218, 306, 320, 355, 359, 363, 383, 387, 416, 428, 430, 452, 466, 484, 489-490, 519 investment in, 484 Labor costs, 355, 452, 489 labor force, 147, 359, 466 Labor productivity, 355 Language, 101, 327, 423, 456, 500 Latin America, 150 Lawsuits, 231, 520, 533, 543 layout, 255, 417, 443 Lead time, 84, 487, 492 Leader, 223, 316, 416, 484, 507, 521 Leader pricing, 507 Leadership, 199, 259, 416 Learning, 1, 40, 44, 49, 74, 116, 160, 204, 220, 251, 265-266, 271, 291, 294, 309, 333, 335, 341, 402, 419-420, 438, 471-472, 482, 499 Learning curve, 471 Leasing, 459 Lebanon, 171 Legal environment, 162 Legal issues, 540, 545 Legal systems, 459 Legislation, 496, 532, 538 Legitimate power, 222-226, 229, 237, 239, 241, 246, 439 Letter of intent, 157 letters, 37, 229, 392, 477 follow-up, 37 international, 392, 477 Leverage, 25-26, 36, 103, 150-153, 216, 228-229, 239-240, 245-246, 276, 355, 389, 420, 527 Liability, 232, 301 business, 301 Licensee, 6, 391 Licenses, 439, 450, 464 Licensing, 32, 454-455 Licensing agreements, 32 Licensors, 123 Lifestyle, 3, 149, 359, 446, 489 Line of credit, 198, 395 List price, 99, 111, 353, 383, 396, 511, 519 Loading, 382, 407 Loans, 320, 454 Lobbying, 231, 472 Local advertising, 444 Location decision, 359 Logistics, 4, 10, 12, 15-16, 26, 30, 34, 37, 67, 75, 81, 85-91, 93, 101, 106-107, 169, 171-174, 181, 184, 190-191, 200, 216, 244, 247, 257-258, 266, 271, 277, 291, 295, 300, 302, 306, 338, 352-353, 387, 405, 413, 481-497, 521, 533 importance of, 191, 405 inventory management, 30, 244, 258, 271, 483, 487 transportation, 34, 67, 75, 89, 181, 244, 258, 405, 413, 484, 488, 490-493 warehousing, 34, 181, 244, 258, 277, 352, 405, 482, 486, 494 Logistics management, 30, 86, 106-107, 200 Logos, 37, 243, 457 London, 353, 466 Loss, 7, 30, 77, 100, 163, 173, 186, 209-210, 237, 298, 305, 314, 321, 323, 353, 378-379, 397, 438, 447, 460, 507-508, 512, 521 control, 100, 163, 173, 298, 353, 378, 397, 447 direct, 163, 209, 378, 460, 507, 521 forecasting, 210, 521 frequency, 7, 173 known, 163, 521 of goods and services, paying, 173 ratio, 397 reduction, 507 Loss leader, 521 Loss-leader pricing, 507 Low-involvement purchases, 118 Lying, 277 M Magazines, 36, 38, 369-371, 489 Mail order, 33, 37, 86, 229, 249, 342 major points, 191 Make-or-buy decision, 335 Managed care, 534 Management, 2, 5, 7, 13-15, 17, 21, 23-26, 29-31, 34, 40, 43, 56, 61-62, 66, 68, 70, 75, 77, 79-80, 82-84, 86-88, 94, 101, 103-104, 106-107, 109, 125, 127, 129-130, 132, 134, 136-137, 147, 154-157, 161, 163, 165, 169, 172-174, 177, 179, 190, 198, 200-201, 210, 220-221, 223, 226, 228-229, 242-244, 247-249, 258, 263, 268-272, 279, 282, 284-285, 287-291, 295, 300, 302, 305, 311-312, 318, 323, 325, 333, 338-340, 341, 351, 354-356, 362, 367, 380, 386, 388-389, 391-393, 399, 406, 413-414, 417, 420, 423, 425, 430, 434-435, 438, 442-444, 447-452, 458-459, 464-466, 470-472, 474, 477-479, 481-497, 499-500, 514, 516, 520, 524-525, 530, 533-534, 539-540, 543-544 activities of, 21, 26, 94, 104, 499 functional conflict and, 287 Management issues, 15, 479 Managers, 7, 10, 16-17, 62, 85, 88, 95, 97, 100, 108, 110, 127, 129-130, 132, 142, 161-162, 164, 186-188, 190-191, 197, 221, 247, 277, 283-284, 289, 297, 300, 302, 321, 331-332, 341, 354, 398, 418, 425, 438, 445, 447, 449-451, 454, 465-466, 469-470, 472-475, 483, 490-491, 499, 506, 511, 521, 530, 536-537, 542 Manufacturers, 1, 3, 5-6, 8-10, 12-15, 22, 27, 32, 35-36, 41-43, 50, 53, 74, 76, 78, 85-93, 101, 116-119, 121, 124-125, 128-132, 135-136, 138-142, 144-146, 151-154, 162, 169, 172, 176, 183, 189-190, 198, 209-210, 217, 219, 224-225, 231-233, 254, 256-257, 259-261, 264-266, 272-273, 276, 284, 288-289, 294-295, 297, 299-300, 302, 305-310, 316, 319-323, 327, 337, 355, 358, 378-386, 389, 396, 403, 405-406, 408, 411-415, 418, 420, 422-425, 427-432, 438, 454, 484, 487, 491, 502-503, 505-510, 514, 516-517, 519-520, 529-532, 534-536, 539, 541-542, 545 Manufacturing, 6-7, 10, 14-15, 23, 29, 32-33, 36, 100-101, 109, 124, 173, 183, 190, 207, 272, 276, 300, 307, 318, 334, 338, 352, 354, 360, 362, 403-404, 406-407, 411, 416, 432, 451, 482, 484, 487-493, 495, 506, 508, 540-541 technology advances, 29 Manufacturing operations, 352 Margin, 13, 25, 32-36, 64, 120, 123-124, 129, 184, 190, 207, 219, 301, 315, 323, 342, 351-355, 358, 365, 381, 389-390, 395-398, 406, 416, 420, 428, 492-493, 508, 525 Marginal cost, 84, 190, 356 Margins, 23, 35, 42, 100, 120-122, 125, 132-134, 143, 146, 150, 154, 178-179, 182, 186, 190, 206, 208, 215, 217, 219, 242, 258, 260, 296, 300, 305, 313, 318, 351, 353, 355-356, 358, 380, 385-386, 390, 395-397, 423, 426, 428, 447, 453-454, 488, 491-492, 506-508 Markdowns, 353, 398, 488, 490-493 Market changes, 216 Market demand, 197, 408, 525 Market economies, 376, 387 Market entry, 21, 133, 307, 326, 387, 516 Market position, 148 Market potential, 125, 443, 475, 516 Market power, 528-529 Market research, 34, 125, 149, 177, 210, 250, 257, 316, 328, 333, 335, 338, 415, 485 defined, 328 theory, 333 Market segment, 99-100, 105, 365 Market segmentation, 65, 511, 535, 537 Market share, 3, 5, 23, 42, 52, 60-62, 100, 118-119, 122, 134, 142, 154, 178, 186, 191, 197, 210, 257, 273, 295, 299, 307, 316, 322-323, 379-380, 505, 514, 524-525, 531 Market value, 157, 207, 247, 312, 409 Marketing, 1-17, 19, 21-38, 39-45, 48-57, 59-68, 70-71, 73-77, 91-92, 94, 100-105, 115, 117, 119-120, 122, 127-128, 130, 136-137, 140, 143, 145, 150, 152-157, 159-160, 185, 191, 198-201, 203-205, 207-208, 210, 212-213, 215, 223-226, 228, 233, 236-239, 243-244, 246-250, 251-255, 257, 259-261, 263, 268-272, 275-276, 278-279, 281-282, 285, 288-291, 293, 296-300, 305-306, 310, 313, 316, 319, 323-325, 333, 337-340, 341, 351, 367, 375, 379-380, 382-383, 386, 388, 391-393, 401, 403, 405, 412-413, 416, 418, 423-425, 429-430, 433-435, 437-441, 443-444, 450-454, 463, 466, 469, 474, 476-479, 481, 483-486, 488, 490, 492-493, 495-497, 499-500, 502-503, 505-546 business-to-business, 16, 28, 38, 40-41, 59, 65, 92, 136, 199, 247, 403, 430, 435, 451 dark side of, 66, 291 defined, 2, 17, 22, 67, 75, 205, 341, 367, 388, 413, 500, 506, 509, 523, 534 global, 30, 38, 66, 157, 200, 210, 271, 391, 424-425, 439, 476 ideas, 128, 152-153, 191, 204, 224, 233, 281, 296, 310, 466, 486, 490 needs and, 32 of value, 43, 228, 316, 324 people, 37, 44, 122, 127, 198, 204, 244, 253-255, 263, 275-276, 278-279, 281, 298, 379, 439, 441, 452, 463, 485-486, 488, 495, 503 place, 5, 7, 17, 23-24, 38, 48-50, 54, 63, 71, 74-75, 103-104, 136, 226, 239, 244, 255, 271, 275, 300, 319, 323-324, 379, 405, 486, 490, 502, 513, 522, 535, 538 price elasticity, 155 return on investment (ROI), 299 value and, 2, 10, 12, 313, 382, 425 Marketing channels, 1-17, 19, 21-31, 33-38, 39-40, 55-57, 60, 62, 73-74, 91, 101, 115, 159, 199, 203-205, 207, 212, 223, 226, 228, 236, 239, 244, 248, 250, 251-253, 263, 270, 290, 293, 296-297, 310, 313, 338-340, 341, 401, 403, 418, 423-424, 430, 437, 450, 481, 483, 485-486, 493, 495, 499, 503, 506-507, 524, 530, 537 channel behavior, 341 distribution costs, 15 logistics, 4, 10, 12, 15-16, 26, 30, 34, 37, 91, 101, 244, 338, 481, 483, 485-486, 493, 495 organization of, 339 Marketing management, 156, 247, 289, 496-497 Marketing mix, 61 Price, 61 Product, 61 Marketing plan, 19, 143, 152 Marketing research, 16, 31, 56, 67-68, 155-157, 199, 247-250, 253, 290-291, 339, 388, 477, 479, 542 defined, 67, 388 Marketing strategy, 24, 26, 128, 130, 137, 140, 153, 155, 259, 271, 333, 338, 423, 425, 434, 441, 490, 492 Marketing systems, 30, 157, 291 property and casualty, 30 Marketplace, 2-3, 5, 11, 14, 24-26, 41-42, 53, 56-57, 59, 63-64, 100, 103, 134, 160, 162-163, 167, 182, 186, 190, 199, 210, 221, 256, 259, 285, 301, 305, 310, 318, 320, 342, 363, 365, 367, 377, 389, 393, 434, 526 Markets, 4-6, 8, 14, 31-36, 41, 54, 61, 84, 88, 119, 123, 127, 131, 134, 138-141, 152, 154-156, 167, 174, 176-177, 210-211, 216, 231-232, 242, 254-255, 257, 259-261, 272-273, 276, 280, 285, 287, 291, 295-296, 304-305, 307, 310-311, 318-320, 322, 326-329, 332, 334, 336, 339, 342, 355, 363, 376, 378, 380, 384, 386-390, 406, 412, 414, 418, 421, 423-426, 430, 434-435, 446, 449, 463, 470, 473, 476, 479, 505-507, 519, 535, 544 development of, 88 perfectly competitive, 332 scale of, 295 thin, 322, 329, 334, 336 Markup, 372, 396, 398, 507-508 Markups, 372, 396, 507 Mass customization, 107, 206-207, 246 Mass media, 225 Mass merchandising, 485 Massachusetts, 88, 171-172 Master distributor, 411-412, 434 Master franchisee, 462, 470 Materials handling, 496 meaning, 92, 98-99, 137, 162, 164, 171, 212, 298, 314, 367, 390, 462 Measurement, 31, 247, 258, 518, 521 mechanics, 35, 288 Media, 34-35, 53, 56, 68, 91, 106, 109, 176, 187-190, 200-201, 225, 386, 542 advertising decisions, 56 Medical care, 475 medium, 28, 41-43, 50-51, 53, 64, 68-69, 77-81, 84, 97, 108, 110-113, 136, 162-165, 167, 178-180, 190, 218, 226, 418, 424, 429 costs of, 53, 81, 97, 111-112, 163, 167, 180, 424 electronic, 51, 84, 164-165, 167, 179-180, 218 meetings, 246, 272, 417, 471 Memory, 42, 263 Merchandise mix, 387 Merchant, 15, 34, 37, 179, 266 Merchant wholesalers, 15 Mergers, 174, 226, 232, 257, 322, 408, 431, 533-535, 538 horizontal, 535 prices and, 533 vertical, 322, 533-535, 538 Mergers and acquisitions, 226, 232, 257, 322, 408, 431, 538 message, 212, 237, 261, 376, 525 competing, 525 marketing, 212, 237, 261, 525 negative, 237 positive, 237 sales, 376, 525 Mexico, 50, 60, 86, 219, 248, 387 553 Middle East, 3, 29, 441, 471 Middlemen, 10-12, 30, 410, 434 Minimum efficient scale, 446 MNCs, 326-327 Money, 29, 43, 52, 55, 64, 81, 84, 90, 92, 100, 129-130, 140-142, 175, 191, 215, 230, 246, 261, 272-273, 298, 323, 335, 337, 352, 359, 365, 372, 374, 380-382, 385-386, 392, 409, 421, 428, 440, 452, 454, 457-458, 460-461, 473, 476, 508, 517 commodity, 380 demand for, 55, 64, 359, 365 properties of, 298 Monopolies, 133, 535 Monopoly, 117, 125-126, 133, 240, 307, 506-507, 512, 514, 522-523, 529, 532-533, 535 Moral hazard, 301, 384 Mortgage, 364 Motivation, 116, 131, 238, 268, 281, 305-306, 334, 336, 376, 415, 442, 447, 449-450, 463, 467, 472-474, 477, 507 Motorcycles, 130, 221, 224, 276 Multilevel marketing, 392 multimedia, 188 Multinational corporations, 326 MNCs, 326 Mumbai, 219 Museums, Music, 53, 61, 67, 147, 154-155, 175-180, 184, 186, 188-190, 194, 200, 370-371, 377, 411, 516 Mystery shoppers, 220-221, 312, 465 N National brands, 295, 325, 385-386 National markets, 4, 390 Nations, 222, 387 Natural environment, 408 Negligence, 475 elements of, 475 Negotiation, 10, 12, 15, 21, 27, 76-79, 82, 90-93, 97, 104, 110-113, 118, 140, 163, 167, 180, 194, 196, 200, 281, 305, 317, 327, 421, 429, 443 Process, 10, 27, 79, 91, 93, 97, 167, 194, 281, 317, 327, 421 Nepotism, 410 Net profit, 353-355, 396 margin, 353-355, 396 Net worth, 354-355 Netherlands, 16, 157, 246, 343 Network marketing, 375, 392 Networking, 376 New entrants, 379 New products, 1, 86, 91, 127, 140-141, 144, 151, 217, 254, 260, 273, 276, 317, 327, 380-381, 384, 411, 466, 473, 484, 489, 516, 524, 542 New York Times, 30, 67, 394, 544-545 New-product development, 144 Newspapers, 35, 147-148, 207, 230 Niche market, 131, 379, 391 Nielsen, 392, 516 Nondurable goods, 381-382 Norms, 186, 222-224, 228, 232, 239, 248, 281-282, 286, 354, 359-361, 388, 424, 441, 459, 462 North America, 147, 220, 237, 288, 295, 387, 414-415, 439-440, 474 O Objectives, 1, 24, 40, 74, 116, 126, 160, 204, 235, 251-252, 277, 294, 341, 380, 382, 402, 438, 468, 482, 494, 499 Obligation, 130, 223, 258, 303, 439, 530 Obsolescence, 13, 32, 84, 184, 492 Occurrence, 359 OEM, 225 Offer, 11, 33, 38, 52-55, 61-63, 77, 79, 82, 87, 120-125, 127, 131, 133, 135, 138, 142, 144-145, 148, 151-152, 161, 164, 175, 179, 189, 198, 204, 207, 209, 211, 213, 215, 219-220, 226, 229-231, 233, 238, 244, 254-255, 259-260, 273, 278, 287-288, 295-296, 305, 308-309, 312, 315, 319, 321, 337, 351, 354, 358, 361, 363, 365, 381, 383, 385-387, 395-396, 402, 405, 407-408, 413, 417, 423, 428, 431-433, 451, 460, 468, 470, 472, 475, 483, 507, 512, 515-516, 518, 520, 524, 531, 542 Offset, 133, 135, 139, 181, 227, 287, 306, 310, 464, 490 554 Offsets, 409 Oil, 231, 385, 411, 496, 508, 511, 536, 542, 544 Operating expenses, 396, 398 Operating ratios, 396 Operations, 13, 17, 30, 32, 34, 53, 65, 77, 82, 91, 127, 148, 173, 215, 229, 231, 271, 284, 300-301, 305, 317, 332, 351-352, 362-363, 370, 378, 387, 405-406, 408, 414, 419, 426, 433, 440-442, 444, 446-447, 449, 451, 453, 459, 465-466, 471, 473-474, 476, 478, 483, 486, 519, 521, 534 Opportunities, 4, 13, 32, 36, 41, 62, 78, 160, 175, 184, 213, 220, 234, 239, 252-253, 273, 278, 282, 414, 423, 431, 440, 442, 496, 530 Opportunity cost, 81, 85, 132-133, 139-141, 143, 218, 263, 285, 300, 311, 314, 321, 333, 351, 359, 459, 492 Opportunity costs, 13, 120, 142, 259-260, 283, 303, 320 Optimism, 206, 332 Order processing, 408 ordering costs, 83, 93, 426 Organization, 14, 22, 36-37, 83, 97, 133, 154, 157, 174, 191, 205-206, 208-209, 211-212, 217-218, 220, 224, 227, 231, 238-239, 242, 244, 248-249, 251-254, 261-263, 267-268, 272, 277-279, 285, 290, 294, 296, 298-299, 301, 303, 306, 312, 319, 327, 329, 334, 338-339, 351, 362, 370, 375, 381, 385, 414, 416-419, 439, 441, 446-447, 464, 466, 471, 482, 486, 496 control systems, 338, 417 future of, 262 Organization structure, 471 Organizational change, 324, 408, 486 Organizational politics, 297 Organizational structure, 461 Organizations, 2, 27, 205, 208-209, 223-224, 252-254, 257, 259, 261, 263-264, 270, 274-279, 285-286, 289, 297, 311, 322, 335, 362, 370, 372, 374-376, 378, 392, 404, 416, 418, 439, 447, 471, 476, 479, 494, 514, 529-530 Orientation, 173, 185, 233, 249, 261, 289-290, 310, 315, 386, 442, 483, 495, 532 performance, 249, 261, 290, 442, 483, 532 Original equipment manufacturer, 225 OEM, 225 Outlet malls, 3, 29, 31 outlines, 19, 51, 440 Output, 13, 19, 21, 23, 25, 40-41, 44, 48-49, 51-57, 59-65, 68, 70-71, 74-75, 77, 97, 100-101, 104, 106, 108, 126, 146, 152, 160, 163, 165, 167, 169, 172, 174-177, 180-183, 186-187, 194, 197-199, 284, 300, 317, 319, 328, 351-353, 359-361, 365, 376, 388, 390, 483, 505 potential, 25, 41, 61-62, 97, 108, 163, 180, 284, 388, 505 Outside sales force, 91 Outsourcing, 30, 34, 88, 244, 258, 294, 297, 303-304, 306, 309-311, 317, 320, 324-327, 329, 331, 334-338, 435 overhead, 254, 304, 310-312, 322, 325, 329-330, 332, 334, 450-451 overproduction, 172 Ownership, 10, 12-16, 18, 27, 32-33, 76, 81, 89, 93, 97-98, 104, 109-113, 145, 170, 172, 181, 184, 316, 318, 336, 372, 387, 403-406, 416, 427, 429, 440, 449, 454-455, 466-467, 478-479, 488, 500, 519, 533-534, 536, 538 P PACE, 33, 213, 422, 442, 546 Packaging, 89, 101, 173, 242, 259, 317, 528-529 Partnering, 210, 429, 432 Partnership, 33, 91, 147, 150, 222, 224, 244, 261-264, 272, 274, 277, 279, 281-283, 289, 419, 422, 430 Partnership agreement, 222 Patent, 219, 222, 224-225 Patents, 455 payroll, 221, 322, 333, 446 Perceived risk, 92, 167 Percentage of sales, 4, 355, 490 percentages, 85, 88, 93, 96, 98-99, 110-112, 174, 178, 355, 363, 393, 395-396, 542 Perception, 2, 102, 136, 218, 225-226, 252, 263, 265, 282, 286, 382, 419 Performance, 7, 10, 13, 15-16, 22, 24-28, 36, 43, 48, 74-75, 77, 82-83, 93-94, 96-100, 102-104, 108-113, 117, 126, 130, 139, 146, 174, 180, 182-183, 186-187, 189-190, 210-211, 220-221, 236, 238-239, 241, 244-245, 247, 249-250, 251, 254, 258-259, 261, 272, 274, 277, 283, 290-291, 294, 296, 300-301, 304-305, 307, 312, 321-322, 327-329, 331, 334-337, 342, 355, 360, 379, 381, 384, 395, 404, 413, 415, 424-425, 427-428, 434-435, 442, 444, 446, 451, 462, 465, 468-469, 477, 483, 491-493, 502, 509, 517, 519, 530, 532, 536, 542 Performance evaluations, 312 Permits, 42, 123, 183, 191, 259, 315, 325, 352, 355, 388, 395, 517, 535 Personal communication, 391-392 Personal selling, 76, 91, 93, 370, 374, 376, 392 Personal services, 351, 448 Personality, 278, 458, 466 Persuasion, 118, 235 Physical distribution, 149, 484 Piggybacking, 149-150, 152-153 Piracy, 176-177 Place, 5, 7, 17, 23-24, 38, 48-50, 54, 63, 71, 74-75, 79, 96, 103-104, 126, 135-136, 139, 142, 146, 151, 165, 219, 226, 239, 244-245, 255-256, 271, 274-275, 287, 300-302, 319-320, 323-324, 334, 354, 356, 362, 379, 384, 395-396, 405, 410-411, 420, 471, 486, 490-491, 502, 513, 522, 535, 538 Place utility, 410-411 Plaintiff, 503, 510, 514 planning and scheduling, 490 Plans, 23, 30, 150, 278-279, 372, 375, 383, 392, 397-398, 419, 443-444, 475, 540-541 business, 30, 279, 375, 392, 419, 443-444, 475, 540-541 Pledges, 213, 248, 253, 265, 287, 290, 415 Poland, 387 Policies, 85, 145, 149, 213-214, 216, 272, 279, 352, 361, 367, 471, 499-500, 502-503, 505-546 limited, 216, 361, 507, 518, 529-532, 535, 545 valued, 505, 519 Political risk, 326 Political skills, 191 Politics, 135, 297, 306 Pooling, 414-415 Population, 37, 45, 53, 57, 70, 524 Portfolio, 117, 136, 209, 231, 251, 254, 261, 283-284, 287, 308, 427-428, 430, 446 Model, 428 Positioning, 1-2, 50, 63, 116, 123, 128, 130-131, 140, 151, 153, 163, 187, 190, 247, 258, 265, 269, 288, 341-342, 351, 358, 361, 365, 370, 389, 445 defined, 2, 341, 370, 389 postal codes, 229 Poverty, 389 globalization and, 389 Power, 17, 24-26, 28-29, 31, 40, 79, 92, 101, 105, 107, 116, 132, 135, 138, 142, 145, 150-151, 153, 155-156, 190-191, 203-250, 252, 254-255, 257, 260, 262, 266, 275, 278, 281, 286, 288-289, 295-296, 302, 307, 309, 312, 315, 318, 328, 333, 341, 356, 367, 374, 379, 382, 384, 386-387, 389-390, 406, 409, 419, 423, 428-429, 435, 439-440, 450, 455-456, 460-463, 469, 472-473, 476, 484, 486, 493, 506-507, 514-517, 519, 527-529, 532, 540, 545 PPP, 374 Predatory pricing, 513-514 Premium, 4, 37, 43, 50, 60, 122, 128, 131-132, 140, 143, 147, 149, 153, 175, 184, 222, 255, 266, 271-272, 288, 337, 445, 488, 515 forward, 288, 337 Prescription drug coverage, presentations, 296, 308 Press release, 29 press releases, 434 Price, 2-4, 11, 15-16, 28, 33, 35, 43, 49-50, 52, 54-57, 61-62, 64, 66, 71, 76-77, 79, 92, 99, 106, 109, 111, 120-121, 123, 128-129, 131, 138-139, 143, 147-148, 151-153, 155-156, 172-173, 175, 177-179, 182-184, 186-187, 190, 198, 200, 206-208, 210, 212, 219, 221, 229, 232, 241, 247, 255, 257, 266, 271, 276, 288, 290, 298, 301-302, 307, 315, 318, 323, 333, 337, 351-354, 358, 360, 362, 365, 367, 377, 379-383, 385-387, 389, 396, 398, 404, 406, 408-409, 411, 413, 415-417, 419, 421-422, 424, 426-429, 431, 451-452, 458, 460, 473-474, 476, 483, 485, 489, 492, 503, 505-517, 519-520, 522-523, 527, 531, 535-545 defined, 2, 367, 389, 404, 413, 506, 509, 523 marketing channel and, marketing mix, 61 predatory pricing, 513-514 price changes, 398 price discrimination, 507, 510-517, 519, 537-540 price elasticity, 155, 428 price-fixing, 509, 527, 541 public policy and, 542-543 segmented pricing, 505, 511, 541 Price changes, 398 Price controls, Price discrimination, 507, 510-517, 519, 537-540 discounts, 511-514, 517, 519, 537, 539 Price elasticity, 155, 428 Price fixing, 542, 544 Price floor, 123 Price points, 302 Price-fixing, 509, 527, 541 Prices, 4, 11, 15, 23, 33, 36, 43, 50-51, 53, 57, 77-79, 92, 98, 105, 120-121, 123-124, 126-127, 131-134, 150, 155, 163, 174-178, 181-182, 186-187, 194, 198, 200, 206-208, 210, 220-221, 229, 242-243, 257, 259, 315, 318, 321, 323, 337, 351, 353-354, 358, 361, 363, 365, 379, 384, 389, 397-398, 408-409, 414, 417, 419, 421, 427, 441, 453, 488, 493, 505-515, 517, 519-521, 523, 525-526, 531, 533-534, 536-537, 539, 541, 545 auction, 11, 427 controls on, custom, 133-134, 315 demand and, 488 flexible, 354, 488, 493 input, 353 maximum, 177, 198, 507-508, 510-511, 537, 539, 541 mergers and, 257, 408 minimum, 105, 124, 134, 182, 242, 384, 419, 507-509, 537, 539 predatory, 513-514 retail, 4, 15, 36, 43, 50-51, 53, 120, 123, 155, 174-178, 186-187, 200, 207-208, 221, 242-243, 257, 259, 315, 323, 337, 351, 353-354, 358, 361, 363, 365, 379, 384, 389, 397-398, 408, 419, 421, 441, 507-508, 519-520, 525, 531, 536, 541 trade and, 506 Pricing, 4, 33, 49, 57, 123, 128, 157, 178, 186, 190, 214, 221, 256, 266, 269, 272, 290, 358, 362, 380, 383, 387, 389, 391, 395, 398, 405, 409, 414, 419, 423, 428-429, 467, 485, 487, 491, 495, 500, 505-507, 509, 511, 513-515, 518, 520, 524, 536-538, 541-542 captive, 405 cost-plus, 414 deceptive, 538 demand-based, 49 elements of, 500, 538 horizontal, 536 new product, 380, 383, 485, 542 objectives, 380 payment, 4, 49, 190, 383, 395, 409, 515, 518, 542 predatory, 513-514 strategy, 123, 128, 178, 186, 190, 269, 272, 358, 362, 383, 389, 423, 467, 487, 536, 541 tactics, 123, 467, 511, 541 trial, 515 value, 4, 57, 157, 186, 290, 389, 391, 398, 405, 409, 428, 511, 518 vertical, 405, 428, 500, 505, 509, 536, 538, 541 Principal, 231, 242, 249, 256, 262, 290, 299, 307, 312-314, 327-329, 416-418, 430, 440, 485, 500 Principles, 17, 213, 270, 322, 493, 495, 539 Print media, 109 Private brands, 385-386 Probability, 131, 308, 455, 468 subjective, 468 problem solving, 57 Procedural justice, 234 Procurement, 71, 79, 163, 242, 419, 427 product design, 65, 272, 316, 386, 492-493 Product development, 144, 393 Product life cycle, 295, 491 Product line, 1, 21, 25, 34, 36, 42, 101, 121-122, 137, 308-310, 317, 365, 384, 427, 430, 444, 451, 454, 500, 521, 529, 537-538 Product mix, 33, 414 Product or service, 2, 4-5, 14, 21, 27, 41, 49, 64, 70, 118, 297, 335, 370, 374, 519, 525 Product placement, 384 Product policies, 521, 529 Product quality, 67, 89, 167, 494 Product strategy, 302 Production, 7-8, 14-15, 17, 25, 49, 65, 74-75, 84, 95, 100-101, 104, 123, 126-127, 129, 142, 176, 183, 225, 258, 266, 269, 277, 295, 299-301, 303, 306, 308, 314-315, 318-319, 321-322, 325, 332, 334, 352, 354, 383, 396, 409, 439, 445, 447, 452, 483, 485-490, 493, 495, 521, 533 centralized, decentralized, national, 101, 295, 325, 409 Production costs, 334, 489 Production planning, 142 Production strategy, 269 Productivity, 65, 70, 75, 169, 332, 338, 355, 363, 379, 403, 443, 479 labor, 355, 363 Products, 1-2, 4-7, 11-15, 21, 25, 30, 32-38, 41-42, 50, 52-53, 55, 61, 63, 65, 67, 74, 77-78, 85-88, 90-92, 101, 104, 106, 118, 120-121, 125-128, 133-134, 136, 138-141, 144, 146-152, 154-156, 160, 164, 169, 172, 174, 178, 181-182, 187-189, 191, 199, 206, 209-210, 215, 217, 219-222, 225, 229-230, 241-244, 254-261, 271-273, 276-277, 280, 284, 290-291, 300, 302, 306-315, 317, 319-323, 327, 332, 338, 341-342, 355, 358-360, 362, 365, 367, 369-370, 372, 376, 379-381, 383-389, 392-393, 395-396, 402-405, 407, 410-414, 425-427, 429-430, 432, 435, 439, 448, 451-452, 456, 458, 466, 473, 484, 489, 491-492, 495-496, 503, 505-508, 510, 512, 515-516, 518-519, 521, 524-527, 529-531, 533, 535, 537-540, 542 attributes of, 38 branding, 385-386, 389, 393 consumer products, 32, 34, 38, 126, 128 defined, 2, 67, 341, 367, 370, 388-389, 404, 413, 506 development of, 30, 88, 104, 495 industrial products, 67, 90, 155, 315, 338 labeling, 36, 225 levels of, 42, 85, 104, 144, 151, 174, 258, 260, 302, 307, 388-389, 426, 451, 512 marketing mix, 61 packaging, 101, 242, 259, 317, 529 professionalism, 42 Professionals, 28, 243, 288, 429, 444 Profit, 13, 15, 23, 25, 29, 31, 51-52, 60, 62, 94, 97-100, 102-105, 107, 109, 111-113, 125, 143, 173, 175, 182, 184, 190, 207, 211, 216, 228, 231, 246, 254, 259-261, 277, 286, 290, 300, 305, 333, 338, 351, 353-356, 358, 379-380, 385, 390-391, 395-398, 446-447, 457, 465, 469, 473-474, 484, 500, 502, 506, 508, 517, 530 Profit center, 94 Profits, 36, 62, 64, 74-75, 94, 99, 102-105, 108-111, 117, 124, 129, 149, 186, 190, 207-209, 211, 216, 233, 241, 247, 252, 261, 263, 300, 303, 318, 325, 333-334, 358, 362, 374, 379, 385, 388, 392, 396, 398, 410, 414, 418, 420, 428, 439, 444, 446-447, 453-454, 466-467, 469-471, 505-506, 508, 511, 514, 516-517 projection, 263, 439 Promotion, 10, 12, 14-16, 21, 27, 37, 76-78, 80, 82, 89, 91, 93, 95, 97-98, 104, 108, 110-113, 123, 164, 167, 170, 172, 180, 184, 187, 191, 194, 196, 255, 317, 327, 372, 380-383, 393, 416, 422, 429, 465, 469, 483, 487, 503, 519 costs of, 10, 16, 91, 93, 97-98, 111-112, 167, 172, 180, 184, 191, 383 Promotional activities, 91, 97, 132, 530 Promotional allowances, 380-381, 511-512, 515, 517-518, 537 Property, 30, 99, 227, 274, 406, 409, 415, 439, 455, 459, 461, 467, 469, 473-474, 494, 533 Property and casualty insurance, 30 marketing systems, 30 Property rights, 455, 533 proposals, 88 Prospecting, 160 Sources, 160 Prosperity, 475 Protection, 125, 130, 132, 224, 228-230, 264, 324, 333, 461, 473-474, 506 Prototype, 489-490 Prototypes, 414, 489 Proxy indicators, 211 Psychic income, 446 Psychology, 212, 289 Public health, 219 Public policy, 392, 433, 540-545 marketing research and, 542 Public relations, 76, 91, 93 Publicity, 76, 91, 123, 230 Pull strategy, 123, 363 Purchasing, 4, 19, 28, 36, 42-43, 49-50, 54, 56, 62, 81, 83, 90, 105, 109, 121, 127, 129, 142, 145-146, 155, 177, 191, 218, 242, 277, 309, 317, 333, 351, 358-359, 361, 365, 374, 377, 380, 388-389, 417, 420, 423, 452, 457, 486, 489, 508 Purchasing agents, 146, 486, 489 Purchasing function, 142 Purchasing power, 374, 389 Purchasing power parity, 374 PPP, 374 purpose, 2, 4, 64, 88, 99, 152, 161, 256, 283, 294, 300, 309, 314, 316, 319, 324, 336, 341, 381, 418, 444-445, 452, 454, 470, 475, 499, 504, 526, 528 defining, 341 general, 64, 99, 152, 294, 300, 314, 319, 324, 336, 526 specific, 88, 99, 294, 314, 316, 319, 324, 336, 381, 475, 528 Push strategy, 363 Pyramid schemes, 374-375, 392 Q Quality, 2-3, 6, 11, 28-29, 42-43, 52, 55, 67, 85, 87, 89, 91, 121, 125, 128-132, 134, 136, 147, 151, 154, 156, 167, 174, 189, 212, 232, 237, 247-248, 275-276, 319, 321, 328-329, 332, 380, 386-387, 414, 427, 443-444, 449, 453, 456, 458, 484, 491-494, 503, 507-508, 512, 526-527, 529 in supply chain management, 494 quality control, 380, 458, 526-527 Quality standards, 484 Quantity discounts, 396-397, 513, 520 query, 67 quotations, 542 quoting, 281, 510 R Race, 324, 386, 440 Radio advertising, 430 radio frequency identification, 86, 103, 257 RFID, 86, 103, 257 Railroads, 321 Rate of return, 446 Rates, 89-90, 92, 96, 102, 148, 151, 165, 174, 255, 351, 353, 356, 363, 379-380, 395, 397, 440, 457, 464, 467, 472-473, 475, 517, 542 adequacy of, 102 gross, 356, 395, 397 reasonable, 96, 151, 379 Rating, 108, 111, 468 Rationalization, 331, 333, 416 Ratios, 379, 396-397 Raw materials, 65, 183, 319, 482, 526 Reach, 1-2, 4, 6, 9, 14-15, 19, 23, 26, 43, 52, 65, 83, 106, 122, 131, 133, 163, 199, 229, 242, 244, 255-256, 258, 264, 279, 297, 370, 376-378, 384, 390, 406, 423, 446, 520 Real estate, 29, 387, 441, 448, 456, 512 Real value, 164 Rebates, 33, 417-418, 524 Receivables, 78, 92 Recession, 307 Reciprocity, 118, 264, 279, 303 recommendations, 108, 236-237, 239, 245, 384, 420, 524-525 Reconciliation, 180, 190 555 Records, 61, 95, 176, 417 Recruiting, 311, 320-321, 374-375 Referrals, 134, 451 Reform, 210 Refunds, 174 Regulation, 109, 305, 460, 496, 506 methods, 305 reasons for, 109, 506 state, 496 Regulations, 88, 219, 275, 387, 409, 423, 455, 505, 533, 541 Reimbursements, 383 Relationship marketing, 289, 291 Relationships, 5, 10, 21-22, 28, 43, 91, 93, 103, 118-119, 124, 138, 148-150, 152-153, 155-156, 198-199, 210, 213, 218, 222, 228, 230, 232-233, 235-239, 241-242, 245, 247-250, 251-252, 254-256, 259, 261-263, 265, 267, 272-274, 276, 279, 281-287, 289-291, 298, 312, 314, 316, 319-320, 324, 329, 334, 336, 338-340, 354, 378, 386-387, 390, 412, 414, 416, 424, 427, 434, 446, 463, 468-469, 471, 486, 488, 494, 505 preferences, 238, 387 Rent seeking, 409-410 Reorganization, 129 Repatriation, 387 Reporting system, 267 reports, 3, 30, 45, 90, 129, 149, 189, 221, 244, 250, 328, 338, 364, 391, 404-405, 443-444, 465 online, 3, 45, 90, 404 producing, 129 types of, 221, 405 Representations, 119 Resale, 2, 7, 81, 87, 120, 123-124, 130, 151, 153, 155, 172, 242, 301, 342, 442, 455, 473, 506-509, 511-512, 518, 537, 539-541 research, 1-2, 4, 14, 16, 28, 30-31, 34, 45, 56, 59, 66-68, 82, 91, 97, 122, 125, 149, 155-157, 177, 199, 205, 210, 212, 221, 246-250, 253, 255, 257, 278, 283-284, 289-291, 304, 313, 316, 321, 328, 333, 335, 338-339, 356, 367, 370, 375, 384, 386, 388, 392, 415, 433-435, 440, 462, 469, 472, 475, 477-479, 483, 485-486, 502, 517, 542 conducting, 56, 335 planning, 486 primary, 502 purpose of, 2, Research and development, 4, 14, 122 research process, 59 Resellers, 35, 57, 108, 120, 123-124, 130-136, 138, 142, 144-145, 148, 151, 153-154, 163, 209, 211, 213-216, 219, 224, 228, 249, 261, 264, 276, 283-284, 291, 295, 300, 309, 322, 454, 500, 502, 505-506, 521, 529-530, 533, 539 Resources, 22, 106, 123, 132-133, 135, 149, 164, 174, 200, 205, 231, 233, 241, 252-253, 256, 268, 270, 273-274, 278, 285, 287, 296-297, 300, 303-304, 307, 310, 312-313, 325, 328-329, 333-335, 353, 398, 404, 407, 414-416, 424, 431, 435, 440, 447, 468, 484, 494, 530 Responsibility, 13, 24, 187, 222, 242, 258, 277, 298, 300, 303, 328, 334, 376, 386, 416, 445, 450, 454, 483, 495-496, 500, 502-503 Restricted, 130-131, 211, 431, 503 Restrictions, 23, 118, 153, 197, 376, 455, 461, 500, 502-503, 506, 509-510, 532, 534, 537, 540, 544-545 Retail life cycle, 476 Retail management, 341, 391 Retail prices, 155, 178, 186, 208, 242, 398, 525, 541 Retail stores, 3, 5, 21, 24, 30, 53, 187, 190, 249, 295, 323, 342, 352, 365, 520, 540 Retailer cooperative, 455 Retailers, 3-8, 10, 12-13, 15-16, 21, 23, 28, 30-31, 33, 51, 53, 55, 74, 76, 84-86, 88-91, 93, 110-113, 118, 120-121, 123, 125, 134, 145, 149, 154, 169, 171-179, 186-190, 200, 219, 224-225, 241-242, 244, 256-257, 266-267, 276, 290, 294-295, 302, 325, 337, 341-342, 351-353, 355-356, 358-365, 367, 377-392, 394-398, 402, 406, 408-409, 416-420, 428-430, 432, 449, 454, 484, 487, 490-491, 500, 502-503, 505, 507-508, 510, 512, 516-520, 522, 524-525, 530-531, 536, 543-544 Retailing, 5, 7, 15, 18, 22, 25, 29-31, 53, 103, 556 155-156, 161-162, 175-179, 186, 190, 194, 200, 229, 249, 300, 302, 307, 309, 323, 325, 341-342, 351-356, 358-365, 367-370, 372, 374-394, 396-399, 403, 416, 433, 439, 447, 450-451, 459, 464, 476, 478, 485, 487-489, 516, 534-535, 541 overview of, 403 trade promotions, 380, 382-383 trends and developments, 341 Retirement, 229, 491 Return on investment, 294, 297, 299, 303-304, 307, 312, 318, 327-329, 331-332, 334-335, 355, 433 advertising, 355 Revenue, 51-52, 62, 81, 87, 92, 98, 109, 141-143, 148, 169, 173, 191, 207, 275, 299, 304, 310, 312, 334, 358, 370, 376, 410, 441-442, 470, 489, 507, 511 marginal, 142 Revenues, 79, 143, 207, 262, 300, 304, 312, 329, 332, 335, 374, 376, 421 Reverse auction, 427 Reverse auctions, 403, 427, 432, 435 Reverse logistics, 75, 81, 85-91, 93, 101, 106-107, 169, 171-174, 181, 184, 190-191, 200, 483-484, 496 revision, 518 Reward power, 132, 142, 150-151, 153, 206, 212-217, 225-227, 235, 238, 241, 243-244, 246, 254, 307, 506, 515, 519, 540 Reward systems, 103 Rewards, 80, 96, 102-104, 133, 135, 151, 204, 212, 214, 216-217, 227-228, 233-234, 238-239, 245, 252, 256, 273, 276, 278, 285, 287, 305, 374-375, 379, 447, 452, 495, 500, 517 RFID, 86, 103, 257 RFID technology, 103 Right of first refusal, 470 Risk, 15, 32, 44, 47, 49, 79-80, 82-83, 90, 92, 94, 102-103, 118, 126-127, 129, 133, 140-141, 144-145, 148, 164, 166-167, 172, 181, 183-184, 215, 231, 236-237, 270, 274, 284, 289, 295, 298-299, 301, 303, 305, 323-324, 326, 328, 333-334, 374, 384, 406, 409-411, 415, 420-421, 425, 428, 440, 446, 450, 457, 460, 462-463, 466, 468, 472, 474-475, 486, 492 asset, 274, 323 business, 15, 44, 79-80, 83, 92, 129, 140, 145, 148, 164, 184, 231, 236-237, 270, 284, 289, 295, 301, 323-324, 326, 406, 415, 420, 440, 446, 450, 457, 460, 463, 468, 472, 474-475, 486, 492 commercial, 79, 289, 415 financial, 44, 92, 127, 167, 215, 236, 305, 323, 333, 440, 446, 450 in society, 440 market, 15, 49, 90, 92, 102-103, 118, 126, 133, 140, 144-145, 148, 164, 167, 284, 289, 295, 298-299, 305, 323-324, 326, 328, 333-334, 406, 409, 411, 415, 446, 450, 466, 472, 474-475, 492 objective, 236, 333, 460 operational, 420 personal, 374, 446 political, 326, 410, 421 property, 274, 406, 409, 415, 474 pure, 236, 486 speculative, 184, 409 strategic, 32, 141, 270, 274, 284, 289, 333 subjective, 468 Risk management, 15 Risks, 254, 270, 285, 334, 336, 389, 410, 508, 510, 525 Rivalry, 127, 148, 316-318, 465, 473 Robinson-Patman Act, 511-513, 515-517, 520, 532, 536, 538, 540, 542-543 1936, 538, 542 Role, 4-5, 16, 28, 34, 40, 42, 61, 74, 76-77, 80, 101, 109, 147, 156, 211, 223, 234, 241, 244, 246, 249, 251, 262-263, 268, 273, 276, 282, 294-295, 316, 339-340, 342, 362, 377, 385, 403-404, 406, 410-411, 413, 418, 420, 424, 426, 429-431, 441-442, 444, 450, 457, 483, 491, 516, 520, 525, 536 managerial, 28, 339 Role conflicts, 444 Royalties, 222, 449, 454, 457, 459-460, 468, 470 franchising, 449, 454, 457, 459-460, 468, 470 licensing, 454 Russia, 387 S S corporation, 524 Safety stock, 84 Salaries, 258, 446 Salary, 312, 416, 442, 465 sale of services, 512 Sales, 1, 3-6, 8, 10, 16, 21, 23, 25, 28-30, 32-35, 37-38, 42-43, 52-53, 56, 59-65, 67, 70-71, 75-81, 84-85, 88-89, 91-93, 95, 98, 100, 106, 108-110, 117-118, 121-125, 128-130, 133-134, 138-139, 141-143, 145, 147, 149-151, 154-155, 160, 163-164, 174-178, 180-181, 183-184, 186, 189-190, 194, 196, 199-200, 207-208, 211, 214, 216, 223, 225-226, 229-232, 241-244, 246, 255-258, 266, 270, 272-273, 275, 283, 290, 295, 299-300, 305-306, 308-309, 311, 315-317, 320, 322-323, 325, 327-328, 338-339, 341-342, 353-356, 360, 363-364, 368-370, 372, 374-382, 384-386, 391-392, 395-399, 402-406, 414, 419, 423-425, 428-432, 435, 439, 441-444, 452-453, 457-458, 461, 463, 469-470, 473, 483, 486, 488, 490, 500, 502-503, 510, 512, 516-518, 520-522, 524-525, 529, 531-532, 534-535, 537, 544-545 Sales and marketing, 275 Sales branches, 405, 428 Sales force, 4-5, 8, 28, 32, 35, 37, 70, 79-80, 91, 93, 95, 108, 128, 149-150, 164, 180, 189, 223, 225, 241, 243-244, 295, 299, 308-309, 315, 322, 328, 338, 430, 432, 453 management of, 79, 430 motivating, role of, training, 164, 180 Sales leads, 163 Sales management, 392 Sales offices, 16, 405 sales order, 38 Sales potential, 25, 62, 149 Sales promotion, 76, 381-382 objectives of, 382 Sales training, 180 Salespeople, 4, 35, 75, 77-80, 109, 121-122, 125, 132, 142, 145-146, 148-149, 164, 180, 209, 221, 225, 244, 255, 305, 310-313, 315, 322, 328, 363, 372, 376, 417, 426, 452, 486, 489, 533, 537 Inside, 310 Motivation, 305, 376 Outside, 148, 164, 255, 305, 312, 533 Samples, 11, 142, 359 Sanctions, 217, 312, 447, 521 Saving, 62, 141, 352, 385, 460, 484 Scale economies, 100, 406 Scale of operations, 82 Scanning, 408 Scarcity, 129-130, 208-209, 211, 227, 384, 438, 447, 477 scope, 85, 142, 169, 277, 411, 413, 432, 444 SEA, 277 Search costs, 50, 156 Search marketing, Seasonal discounts, 396 Seasonal products, 396 Securities, 36 Security, 35, 66, 134, 290, 485 Segmentation, 17-18, 23, 28, 39, 41-45, 48-57, 59-68, 70-71, 180, 376, 511, 535, 537 age, 66 defined, 17, 67 Segmented pricing, 505, 511, 541 Selection, 4, 33, 67, 70, 125, 131, 140, 145, 155, 332, 351, 361-362, 419, 443, 500, 530, 532, 536, 538 Selective distribution, 21, 126, 128, 130-132, 134-136, 144-145, 152-153, 503 Self-interest, 134, 206, 311, 334, 336 Sellers, 6, 19, 64, 120-121, 130, 138, 146-147, 177, 211, 308, 342, 376-378, 393, 451, 511-512, 515, 517-518, 522, 526-528, 530 Sensitivity, 56-57, 121, 241, 432, 511 service activities, 92 Service benefits, 365 Service businesses, 447 Service industries, 31, 35, 107, 405, 430 Service organizations, 479, 529 Service provider, 34, 82 Service retailers, 189, 241, 358, 363 Services, 1-7, 10, 13-17, 19, 22, 25, 28, 30, 32-34, 36-38, 41-44, 49, 52, 54, 62, 65, 68, 71, 76-80, 82, 84, 87, 91, 106, 124, 126, 133, 149, 151, 155, 167, 176, 186, 191, 199, 215, 220, 239, 245, 256, 259-260, 301, 304-305, 307-310, 314, 320, 322, 327, 334-335, 337, 341, 351, 363-365, 378-379, 387, 389, 397, 402-404, 408, 410, 412, 416-418, 423, 426, 428, 430-432, 434, 439, 442-445, 448, 451, 453, 455-456, 458, 472-475, 502, 505, 507, 511-512, 515, 517-518, 520-522, 526-528, 534, 537, 541, 543-544 attributes of, 38 branding, 389, 445 defined, 2, 17, 22, 341, 389, 404, 534 differentiation, 1-2, 259 industrial products, 155 levels of, 42, 124, 151, 186, 260, 307, 351, 389, 423, 426, 451, 502, 512 Shareholder, 36 Shareholders, 36, 300, 441 Sherman Antitrust Act, 538 shipping, 4, 10, 16, 26, 33, 42-43, 50, 60, 63, 78, 87, 96, 101, 142, 181-182, 184, 217, 257, 306, 316, 319, 321, 339, 352-353, 378, 395, 409, 413, 424, 429, 448, 486 Ships, 13, 32, 34, 77-78, 84, 87, 169, 171, 316, 318, 395 Shirking, 311-312, 460 Shoplifting, 398 Shopping centers, 50 Shortage, 447, 454 Shrinkage, 37, 353 sidebars, 41, 52, 75, 190, 351, 508 Signaling, 154, 248, 482, 516 SIMPLE, 11, 63, 101, 142, 150, 161, 208, 211-212, 317, 321, 407, 428, 431, 483 Single market, 55 Site selection, 443 Size, 7, 33, 49, 62, 68, 90, 98, 120, 144, 162-163, 172, 174, 190, 200, 284, 358, 403, 407-408, 413, 415, 419, 421, 440, 444, 452, 458, 467, 487, 496, 517 of competition, 62 Skills, 191, 267, 303, 312, 376, 394, 469, 505 Slogans, 441, 457 Slotting allowance, 516-517 Small business, 65, 78, 92, 106, 163-164, 191, 194-195, 199, 420, 477 Social class, 243 Social network, 147, 375 Social status, 242 Societies, 222 Society, 8, 440 software, 35, 38, 49, 53, 56, 70-71, 76, 80-83, 87, 148, 163, 165, 167, 184, 187, 189-190, 210, 306, 369-370, 403, 411, 427, 490, 496, 516 help desk, 163 outsourcing, 306 purchasing, 49, 56, 81, 83 Sourcing, 155, 353, 388-389, 404, 421, 462 retailers, 353, 388-389 South Africa, 423 South America, 387, 394 Soviet Union, 107 Spain, 346, 348, 352, 354, 489-490 Special form, 527 Specialization, 13, 17, 218, 305-306, 334, 336, 411, 415, 444 competencies, 306, 334 Specialty products, 125 Specialty stores, 15, 33, 201, 356, 363-364 Speculation, 119, 154, 183-185, 201, 403 spelling, 476 spreadsheets, 70, 483 Standardization, 7, 338, 441, 485-487 advertising, 441 statistics, 370, 380, 396, 403 Status, 48-49, 65, 92, 106, 146, 167, 199, 220, 224, 237, 242, 279, 283, 309, 329, 362, 430, 439, 443, 508-509, 543 Status quo, 48-49, 92, 167 Stock, 13, 16-17, 21, 32, 36, 50, 84, 93, 103, 107, 118, 120-124, 133-134, 148-150, 154, 181, 184, 188, 207, 217, 219, 224, 229, 241, 244, 257-258, 265, 269, 272-273, 285, 302, 313, 316, 318, 328, 355-356, 358-361, 380, 383, 397-399, 407, 412, 415-419, 446, 449, 451, 485, 487, 489, 494, 516, 533, 535 Stock-keeping unit, 257 Store brands, 385-386 Store personnel, 130, 175 Storefront, 95 Stories, 148, 272, 415, 421 Strategic alliance, 220, 252, 259, 267, 277, 285-286 Strategic alliances, 157, 174, 207, 251-279, 281-291, 338 Strategic issues, 341, 367 Strategic management, 291, 478-479 Strategic options, 294 Strategies, 23, 26, 61, 117, 129, 160, 204, 234-237, 239, 245-250, 275, 284, 289-290, 341, 352, 365, 367, 376, 381-382, 389, 391, 408, 417, 434, 537 competitive, 23, 26, 341, 382, 389, 408, 434 corporate, 246, 434 functional, 537 Strategy, 1, 13, 22, 24, 26, 43, 59, 118, 120-121, 123, 126-131, 134, 137, 140-141, 144-145, 149, 153-155, 173, 178-180, 186-190, 204, 206, 208, 220, 224, 231, 235-237, 245, 259, 263, 267-269, 271-272, 276, 284-285, 288-289, 291, 295, 301-302, 307, 315-318, 322-324, 333, 338-339, 341-342, 351, 353-354, 358, 360, 362-365, 367, 370, 377-378, 383, 388-390, 422-425, 434, 441, 451, 464, 466-467, 471, 487-490, 492, 536, 541, 544 combination, 144, 180, 367, 390 defined, 22, 341, 367, 370, 388-389 differentiation, 1, 259, 271 focus, 1, 128, 145, 180, 189, 284, 288, 301, 307, 318, 323, 342, 365, 367, 389, 488, 536 global, 180, 271, 342, 389-390, 424-425 multinational, 295, 307, 388 pull, 123, 307, 363, 487-488 push, 129, 363, 487 Stress, 106, 187, 199, 216, 543 environmental, 199 Strip malls, 149 Students, 19, 70-71, 80, 342 Subfranchise, 461 Subsidiaries, 131, 309, 438, 441, 451 Subsidies, 11, 356 Substitution, 120 Success, 1, 5, 10, 21-22, 24, 30, 55, 61, 76, 106, 122, 147, 154, 163, 167, 175, 187, 199, 239, 244, 262, 267, 271, 287, 291, 301, 307, 323, 342, 353, 358, 379, 386, 388, 390, 408, 415, 418, 421, 433, 453, 466-467, 485-486, 489-490, 497, 530 summarizing, 226, 384 Sunk costs, 133 Supermarkets, 14, 50, 123, 220, 242, 316, 323, 342, 379, 384-386, 391 Superstores, 145 Supplier relations, 249 Supply, 6-8, 10-11, 16-17, 22-23, 26-27, 29, 34, 41-42, 57, 59-60, 64, 73, 75-107, 109-113, 115, 117-157, 160-167, 169-170, 172-174, 177, 180-184, 188-191, 193-194, 196-198, 200, 209-211, 218-219, 232, 242, 247, 255, 257-258, 260, 266-267, 277, 284, 291, 303, 314, 322, 324, 329, 336-338, 358, 363, 383, 404-406, 409, 413-414, 418, 423, 425-427, 434-435, 441, 450, 453, 464, 481-497, 503, 511, 517, 522-523, 530-531, 534-535, 538, 543 aggregate, 414, 426 currency, 135, 140-141, 409, 423 excess, 84, 149, 493, 530 long-run, 427 of capital, 79 of labor, 218 price elasticity of, 155 Supply and demand, 84 Supply chain, 16, 26, 101, 106-107, 200, 218, 266-267, 291, 338, 404-406, 413, 423, 426, 435, 481-497 defined, 404, 413 marketing channel management, 495 vertical marketing systems, 291 Supply chain management, 101, 107, 200, 406, 413, 423, 481-497 Supply chains, 8, 106-107, 247, 404, 484, 486, 491-495 logistics, 106-107, 247, 484, 486, 491-495 Support, 32-34, 57, 59, 71, 80, 120-121, 123-125, 128, 130, 132, 138-139, 142-143, 151, 153, 197, 213-214, 216, 229, 237, 242-243, 246, 260, 272, 277, 286-287, 315-316, 380-381, 384, 387, 413, 415-416, 423, 428, 433, 450, 490, 502, 509, 516, 521 surveys, 321, 468 Sweden, 225, 346-347, 354 Switzerland, 347, 374 Syndication, 157 Synergy, 308-309, 444, 464 system, 2, 5, 7-8, 11, 13, 24, 26, 35, 40, 42, 48-49, 51-52, 56, 59, 61-62, 64, 71, 74, 76-78, 81-84, 88, 92-93, 96, 99, 102-103, 105, 122, 125-126, 147, 149-150, 160, 162, 164-165, 167, 173-174, 176, 180-182, 187-188, 190-191, 197, 201, 207-208, 210, 219, 224, 229, 240, 242, 249, 257, 259, 261, 265-267, 269, 289, 294, 316, 320-321, 324, 334, 352-354, 365, 374, 378, 390, 398, 412-413, 415, 419-421, 438-444, 449-451, 455-457, 459-460, 462-476, 478, 487-490, 492, 494-495, 509, 516, 520, 523, 530, 532, 535, 538 System design, 40, 62 T Tables, 129, 155, 178, 531 Tacit knowledge, 411 Taiwan, 11-12, 30, 374, 410, 421, 434 Take title, 15, 35, 98, 405-406, 431, 510 Tangible assets, 316 Tapes, 37 Target market, 6, 21, 23, 41, 52, 64, 100, 105-106, 116, 131, 140, 153, 175, 186, 197, 353, 358-359, 362, 365 task forces, 191 Taxation, 387 Taxes, 13, 242, 275, 397-398 cigarette, 275 consumption, 275 sales, 242, 275, 397-398 taxonomy, 174, 182, 365 teams, 65, 106, 199, 258, 270, 486, 489 types of, 489 Teamwork, 486 Technology, 1, 3, 13, 16, 29, 36-38, 41-42, 44, 48-49, 59, 66, 78, 82, 84, 92, 102-103, 145, 165, 167, 180-181, 194, 197, 199-200, 205, 213, 215, 223, 257, 271, 284, 304-305, 333, 388, 406-408, 420, 432, 452, 485, 490-491, 496 advances in, 29 information technology, 13, 16, 29, 205, 215, 223, 271, 284, 333, 388, 406-407, 420, 432, 490, 496 Technology management, 388 Teens, 354, 362 Telecommunications, 36, 68, 148 Telemarketing, 59 telephone, 38, 259, 417 Telesales, 59 templates, 100, 108, 110, 160, 198 Tenure, 79 Termination, 261, 276, 456, 459-461, 467, 500, 502, 508-509, 511, 530, 532-533, 536, 538, 541 Terminology, 6, 154, 212, 404, 429, 440 Terms of trade, 15, 129, 148, 212, 317, 460 Territory, 32, 135-137, 155, 241-242, 264, 269, 271, 313, 406, 431, 443, 500, 502, 506, 518, 537 Thailand, 449 The Economist, 29, 155, 200, 477 Theft, 77, 353, 425 Third-party logistics, 12, 88, 173, 258, 295, 405 Third-party logistics providers, 405 3PL, 405 Third-party suppliers, 36 Threats, 26, 218, 220, 231, 236-237, 239, 245, 275 Time dimension, 361, 518 Time poverty, 389 Timing, 7, 484 Top managers, 110 Total assets, 301, 355, 433 Total cost, 22, 57, 59, 93, 98, 160, 180-182, 184-185, 395-396 Total costs, 10, 91, 93, 97, 101, 109, 111, 142, 182 Total revenue, 98, 109, 358, 370 Tourism, 445 557 Trade, 10, 15, 38, 50, 52, 54-57, 64, 71, 91, 118, 121, 125-126, 129, 133, 143-144, 148, 156, 163-164, 169, 180, 182, 184, 187, 206, 212, 214, 225, 231, 240, 242, 246, 249, 257, 271, 295, 317, 323, 351, 362, 380-384, 392-393, 396, 402-405, 407, 415, 424, 432-433, 435, 440, 454-455, 460, 477, 485-486, 494, 502, 506, 508, 513, 515-516, 518-520, 522, 527, 530-532, 534-536, 538-539, 542-544 domestic, 383, 403, 424 Trade area, 323 Trade associations, 231, 403, 405, 485, 494, 520 Trade barriers, 424 Trade discounts, 396 Trade practices, 538 Robinson-Patman Act, 538 Sherman Antitrust Act, 538 Trade promotion, 380, 382-383, 393 Trade promotions, 380, 382-383 Trade shows, 38 Trademark, 222, 255, 467, 506, 526 Trademarks, 439, 455, 460, 526 licensing, 455 Trade-offs, 54, 64, 118, 121, 206 Trading area, 117-118, 124, 128, 139, 141, 469 Trading companies, 15, 425 Trailers, 77 Training, 42, 52, 57, 59, 78, 130, 134, 142, 164, 180, 210, 214, 259, 265, 267-268, 271-272, 275, 311, 320, 376, 414, 416-417, 425, 428, 441, 443, 448, 450, 521-522 Training programs, 265, 414, 443 Transactions, 7-8, 22, 27, 66, 142, 200, 214, 220, 223, 279, 282-283, 298, 314, 338-339, 406, 410-411, 427, 430, 435, 479, 482, 510, 521, 532, 541 consistent, isolated, 410 Transfers, 165, 485, 495 Transparency, 89, 486 Transport costs, 258 Transportation, 24, 28, 34, 50, 67, 75, 84, 89, 110, 181, 244, 258, 317, 319, 358, 395-396, 405, 409, 413, 418, 484, 488, 490-493 costs, 50, 67, 75, 84, 110, 181, 258, 317, 358, 395-396, 409, 413, 418, 484, 488, 490-493 intermodal, 34 Transportation costs, 110, 317, 396, 413, 418, 484, 488 Treaty of Rome, 502 Trends, 10, 51, 106, 200, 220, 241, 341, 352, 406, 433, 488, 494-495 TRIPS, 162 Trucks, 16, 33, 84, 149, 295, 409, 415, 451 Trust, 6-7, 48, 126, 155, 163, 173, 220, 236-237, 247-249, 251, 255, 259, 262-263, 270, 272-274, 276-279, 281, 283, 287-291, 329, 356, 415, 486, 493, 510 Trustee, 283 Trusts, 121, 232 Turkey, 354 Turnover, 52, 142, 164, 180, 189, 196, 258, 263, 305, 342, 351-355, 358, 365, 380, 389-390, 395, 397, 444, 471 Tying agreement, 526 Tying agreements, 526 U Underwriting, 364 United Kingdom, 6, 14, 16, 134, 157, 246, 385-386, 458-460, 477, 535 United States, 3-6, 14-16, 30, 35, 43-45, 51, 60-63, 85, 88, 107, 123, 131, 144, 146, 149, 157, 162, 165, 167, 169, 171, 176, 178, 180-181, 217, 221-222, 224, 228, 231-232, 261, 266, 272, 277, 306, 317-318, 320-323, 328, 342, 354, 358-359, 361, 372, 380, 383-387, 390, 392, 403, 405, 407, 410, 413, 415, 417-418, 420, 422, 425, 429-430, 439-440, 442, 446, 448, 451-453, 456, 460, 464, 467-468, 474-475, 479, 499, 502, 506, 512, 524-525, 527, 530, 533-535, 538, 540 Upstream, 11, 16, 26, 101, 109, 116-118, 135-136, 138, 141, 224, 228, 251, 253-254, 257, 259-260, 263, 275, 278-279, 285-286, 288, 294, 300, 314, 318, 333, 406, 411, 420, 438, 455, 482, 485, 495, 515, 539 U.S, 3-4, 12, 37, 44-46, 48, 52, 66, 79, 83, 85-86, 102, 558 137, 146, 156, 167, 176, 229, 231, 250, 255, 277, 295, 317, 332, 360, 368-370, 374, 376, 380, 384, 387, 392, 403-404, 414, 418, 428, 433, 439, 442, 449, 452-453, 463, 465, 471, 475-476, 478, 483, 485, 496, 499, 502, 506, 509-511, 513, 518, 522, 524-525, 527, 529, 531-532, 534, 538-546 U.S., 3-4, 12, 37, 44-45, 48, 52, 66, 79, 83, 85-86, 102, 137, 146, 156, 167, 176, 229, 231, 250, 255, 277, 295, 317, 332, 360, 368-370, 374, 376, 380, 384, 387, 392, 403-404, 414, 418, 428, 433, 439, 442, 449, 452-453, 463, 465, 471, 475-476, 478, 483, 485, 496, 499, 502, 506, 509-511, 513, 518, 522, 524-525, 527, 529, 531-532, 534, 538-546 U.S Census Bureau, 368-369 U.S Department of Commerce, 433 U.S economy, 403 U.S Federal Trade Commission, 384, 392, 513, 518, 531 FTC, 384, 392, 513, 518, 531 U.S Justice Department, 534 U.S law, 539 U.S Postal Service, 48, 167 Utilities, 7, 355 Utility, 7, 54, 175, 185, 208-209, 211, 226-228, 231, 233, 238, 245, 273, 406, 410-411, 455, 523 V Value, 2-4, 8, 10, 12-15, 17, 19, 21, 24, 35, 43, 50, 53-55, 57, 59, 67, 71, 74-75, 77, 80, 85-86, 93-100, 102-105, 108, 130, 146, 148, 157, 163-164, 169, 174-175, 183, 185-186, 195, 204-209, 211-212, 215, 218-219, 224, 228, 231-232, 237-239, 245, 247, 252, 254, 257, 259-260, 265, 267-268, 271, 274, 283, 285-287, 290-291, 295-296, 300, 308-309, 311-314, 316-322, 324-325, 332, 353, 361, 368, 374, 376-377, 379, 382, 385-386, 389, 391, 393, 396, 398, 402-403, 405-406, 408-411, 413, 416, 420, 425-428, 431-433, 440, 446, 449-450, 460, 468, 472-473, 482-483, 511-512, 518 building, 2, 80, 98-99, 163, 207-208, 224, 231, 239, 245, 254, 268, 274, 285, 287, 291, 317-318, 374, 389, 472-473 defined, 2, 17, 67, 75, 205, 389, 413 market value, 157, 207, 247, 312, 409 marketing and, 157, 291, 483 of marketing, 17, 67, 157, 205, 239, 247, 290-291, 300, 416, 483 Value added, 94, 96, 98-99, 102, 104, 108, 148, 228, 239, 245, 285, 377, 402-403, 406, 425-426, 431-432, 482 Value chain, 296, 300, 332 Value creation, 99-100, 291 Value proposition, 183, 212, 428 Value-added, 10, 12, 17, 35, 43, 57, 74, 77, 163, 195, 224, 259-260, 295, 309, 405, 408, 426, 482-483 Customer service, 43, 195, 483 Product, 10, 17, 35, 43, 57, 77, 259, 295, 309, 426, 483 Relationships, 10, 43, 259 Selling, 10, 12, 35, 43, 77, 163, 260, 405, 426 Variable costs, 304, 355 Variables, 24, 358, 397, 399 Variance, 453, 460 Variety stores, 180 Vendor-managed inventory, 30, 356 Venezuela, 374 Vertical integration, 22, 293-329, 331-340, 352, 403, 405, 417, 428, 430, 455, 478, 488, 496, 533-535, 538-539 Vertical marketing system, 509 Vertical mergers, 534-535, 538 video clips, 188 videos, 370-371 Vision, 269, 321, 449 Volume, 16, 34, 36, 60, 77, 89-90, 120, 125, 129, 132, 155, 178, 206, 209, 229, 255, 257-258, 260, 271, 288, 307, 351, 356, 358, 372, 375, 380, 386, 396-398, 411, 413, 417, 421, 423, 429, 487, 494, 517, 521, 523, 531 mergers and acquisitions, 257 Volumes, 76-78, 187, 208, 318, 352-353, 361, 372, 379, 383, 451 vulnerabilities, 32, 239 W Wages, 409 Wall Street Journal, 29-31, 45, 63, 66-67, 107, 155-157, 199-201, 230, 247-249, 290, 391-393, 541-545 War, 243, 307, 442, 451, 514 Warehouse clubs, 16, 33, 379, 530-531 Warehousing, 34, 94, 181-182, 244, 258, 277, 299, 316, 319, 352, 405, 482, 486, 494 Warranties, 76, 92, 121, 427 Warranty, 80 Water, 35-36, 219, 225, 420 Weaknesses, 265, 268, 287, 464 Wealth, 207, 272, 441-442, 458, 467 Web, 6, 28-29, 44, 56, 67, 85, 90, 95, 117, 121, 138, 145-148, 157, 190, 207, 210, 217, 256, 308, 332, 361, 370, 374, 378, 391-392, 394, 404, 426, 434, 448, 485-486 Web site, 6, 29, 44, 95, 157, 190, 210, 256, 361, 370, 374, 378, 391-392, 434, 448 design, 6, 29, 44, 190 Web sites, 121, 308, 378, 404 Wholesale clubs, 33 Wholesalers, 3-4, 7-10, 12-13, 15, 74, 76, 88, 101, 224, 228, 240, 258, 294, 306, 316, 323, 328, 332, 381, 383, 402, 404, 406-415, 418-420, 422-433, 451, 454, 500, 502-503, 505, 507, 513, 518-519, 527 trade promotions, 383 trends, 10, 406, 433 types of, 10, 15, 418, 432, 507 Women, 3, 28, 33, 51-52, 68, 105, 131, 137, 147, 149, 157, 255-256, 302, 357, 359, 362-363, 378, 397, 410, 489, 508 Won, 359, 449, 511, 513, 525 word of mouth, 490 Work, 1, 3, 6, 10, 15, 17, 26-27, 49, 62, 67, 74, 81, 86, 89, 94, 104-105, 121, 125, 143, 145, 147, 164-165, 177, 189-190, 205-207, 212, 216, 218, 220, 229, 232-236, 238, 241, 244, 251, 253, 256, 258-259, 263, 265, 267-268, 271-272, 276-278, 282, 284-285, 287-289, 294-298, 301, 306, 311, 313, 316, 318, 322-323, 327, 329, 332, 334-335, 365, 372, 377-378, 390, 405, 408, 410, 419-421, 426, 443, 447, 449, 454, 465-467, 479, 482, 484, 486, 489-490, 493, 523 attitudes toward, 284, 410 workforce, 363 women in, 363 World, 1, 3, 8, 25, 28, 37, 44, 65, 94, 123, 128, 156, 167, 176, 181, 187, 248, 266, 271, 295, 319, 332-333, 339, 342, 356, 360-361, 374, 379-380, 386-388, 391-392, 394, 402, 433, 440-442, 450-451, 475, 489, 494, 502, 505, 510, 517, 519, 534, 538 World Bank, 374 world economies, 494 World economy, 167 World Factbook, 374 Central Intelligence Agency, 374 World War, 442 Second, 442 worm, 421 WWW, 3, 6, 29-30, 60, 67, 81, 84, 87, 131, 155, 157, 201, 362, 368-369, 374, 392-393, 404, 433, 448, 477-478, 542 X XML, 485 Y Yen, 277 Z Zoning, 269, 387, 443, 452-453 ... Seventh Edition Pearson Education Limited Edinburgh Gate Harlow Essex CM20 2JE England and Associated Companies throughout the world Visit us on the World Wide Web at: www.pearsoned.co.uk © Pearson. .. see: PR Newswire (2004), “Gateway to Acquire eMachines,” January 30; Chuang, Tamara (2004), “EMachines Joins Rival Gateway in Deal Valued at $266 Million,” Knight Ridder Tribune Business News,... Supermarket News, May 8, p 32; Purpura, Linda (1997), “Vendor-Run Inventory: Are Its Benefits Exaggerated?” Information Access Company (a Thomson Corporation Company), Supermarket News, January