Contemporary marketing 13e by hurt

Contemporary marketing 13e by hurt Contemporary marketing 13e by hurt Contemporary marketing 13e by hurt Contemporary marketing 13e by hurt Contemporary marketing 13e by hurt Contemporary marketing 13e by hurt Contemporary marketing 13e by hurt Contemporary marketing 13e by hurt

36380_00b_SE_fm_i-liv.qxd 4/2/08 1:56 PM Page iii contemporary MARKETING 13e David L Kurtz Distinguished Professor of Marketing and R.A and Vivian Young Chair of Business Administration University of Arkansas Australia • Brazil • Japan • Korea • Mexico • Singapore • Spain • United Kingdom • United States 36380_00b_SE_fm_i-liv.qxd 4/2/08 1:56 PM Page iv Contemporary Marketing, Thirteenth Edition David L Kurtz VP/Editorial Director: Jack W Calhoun Manager, Editorial Media: John Barans Art Director: Stacy Jenkins Shirley Publisher: Neil Marquardt Technology Project Manager: Kristen Meere Cover and Internal Designer: Beckmeyer Design Senior Developmental Editor: Rebecca von Gillern Senior Manufacturing Coordinator: Diane Gibbons Cover Images: © Alamy Images Marketing Manager: Nicole C Moore Production House: Lachina Publishing Services Photography Manager: Deanna Ettinger Marketing Communications Manager: Sarah Greber Printer: RR Donnelley Willard Manufacturing Division Photo Researcher: Terri Miller ALL RIGHTS RESERVED No part of this work covered by the copyright hereon may be reproduced or used in any form or by any means—graphic, electronic, or mechanical, including photocopying, recording, taping, Web distribution or information storage and retrieval systems, or in any other manner—without the written permission of the publisher Library of Congress Control Number: 2006935736 Content Project Manager: Amy Hackett COPYRIGHT © 2008, 2006 South-Western, a part of Cengage Learning Printed in the United States of America 09 08 07 06 Student Edition ISBN 13: 978-0-324-53638-6 ISBN 10: 0-324-53638-0 Instructor’s Edition ISBN 13: 978-0-324-54399-5 ISBN 10: 0-324-54399-9 For permission to use material from this text or product, submit a request online at www.cengage.com/permissions For more information about our products, contact us at: Cengage Learning Customer & Sales Support 1-800-354-9706 South-Western 5191 Natorp Boulevard Mason, OH 45040 USA 36380_00b_SE_fm_i-liv.qxd 4/2/08 12:53 PM Page v preface CONTINUING A LEGACY OF EXCELLENCE— BOONE & KURTZ IN A CLASS BY ITSELF! Products often begin their lives as something extraordinary, and as they grow they continue to evolve The most successful products in the marketplace are those that know their strengths and have branded and marketed those strengths to form a passionate emotional connection with loyal users and relationships with new users every step of the way Just like the very best brands in the business world, Boone & Kurtz, Contemporary Marketing, continues to evolve, both as a product and as a brand This 13th edition of Contemporary Marketing is the first edition written without the collaboration of my longtime co-author, Louis E (Gene) Boone As with every good brand, though, the patterns of innovation and excellence established at the beginning remain steadfast The goals and standards of Boone & Kurtz, Contemporary Marketing, remain intact and focused on excellence, as always I present to you a text and supplement package that will not only show you why we’ve been the standard-bearer for so long but also prove to YOU and your STUDENTS why Boone & Kurtz remains IN A CLASS BY ITSELF! Putting Instructors in a Class by Themselves This new edition’s supplement package is designed to propel the instructor into the classroom with all the materials needed to engage students and help them understand text concepts All the major teaching materials have been combined into one resource—the Instructor’s Manual While this might not sound revolutionary, good brands know that the heart of the product is in its core strengths In the same way, our new Instructor’s Manual combines all of the most important teaching materials in one place We’ve included collaborative learning exercises directly in the lecture outline, so you’ll know best where to use them For your convenience, we’ve also included references to the PowerPoint slides throughout the lecture notes The Second City Theater, Inc., our brand-new continuing case, is highlighted in all-new part videos, while chapter videos showcase a stellar list of companies, including standard-bearers such as Harley-Davidson and companies doing business with a brand new set of ideals such as American Apparel We’ve heard your appreciation for our PowerPoint Presentations and have gone even one step further: the PowerPoint presentations for this edition are tailored to meet the needs of all instructors, offering three versions: our expanded multimedia collection, the basic collection, and a student version available on our Web site In addition, our new CERTIFIED TEST BANK, verified multiple times, gives instructors that extra edge needed to drive home key concepts and ignite critical thinking, as well as confidence and assurance when creating and issuing tests We also listened to your feedback and have incorporated more material on the marketing plan within the CengageNOW product Past users will note that the new edition is less theme driven and designed to emphasize the very best concepts in the marketing world today The evolution of a brand or product can be a powerful and compelling undertaking involving every aspect of the marketing process Understanding this evolution can be a student’s best help in understanding how marketing is conducted every day Every chapter now begins with a new feature called EVOLUTION OF A BRAND This feature discusses the evolution of the company or product that is the focus of the opening vignette We’ve focused our efforts on showing how stellar brands evolve and what this evolution means in the grander scheme of marketing and product management v 36380_00b_SE_fm_i-liv.qxd vi 4/2/08 12:53 PM Page vi Preface Helping Students Stand in a Class by Themselves With contemporary being the operative word, we’ve showcased a new, exciting company, The Second City Theater, Inc., a comedy corporation that has produced stars of Saturday Night Live and other comedy venues, such as John Belushi and Tina Fey—a company that students can really finding interesting! As always, every chapter is loaded with up-to-the-minute marketing issues and examples to enliven classroom discussion and debate, such as how the Gulf Coast is rebuilding after the devastation of Hurricanes Katrina and Rita as well as a completely new discussion on CAFTA, the Central American Free Trade Agreement, which President Bush signed in 2005 Processes, strategies, and procedures are brought to life through videos highlighting real companies and employees, an inventive business model, and collaborative learning exercises Brand-new Voice of Experience interviews are placed at the end of each part so that students can see how real-life marketing careers are conducted And to further enhance the student learning process, we’ve developed a Principles of Marketing-focused technology product, CengageNOW, that integrates personalized learning along with a research database of articles HOW BOONE & KURTZ’S CONTEMPORARY MARKETING EVOLVED INTO THE LEADING BRAND IN THE MARKET For more than three decades, Contemporary Marketing has provided the latest in content and pedagogy Our current editions have long been the model for our competitors’ next editions Consider Boone & Kurtz’s proven record of providing instructors and students with pedagogical firsts: • Contemporary Marketing was the first introductory marketing text written specifically for the student—rather than the instructor—featuring a conversational style that students readily understand and enjoy • Contemporary Marketing has always been based on marketing research, written the way instructors actually teach the course • Contemporary Marketing has always employed extensive pedagogy—such as opening vignettes and boxed features—to breathe life into the exciting concepts and issues facing today’s marketers • Contemporary Marketing was the first business text to offer end-of-chapter video cases as well as end-of-part continuing video cases filmed by professional producers, who include text concepts in each video • Contemporary Marketing was the first to use multimedia technology to integrate all ancillary components: videos, overhead transparencies, and PowerPoint CD-ROMs for both instructors and students—enabling instructors to custom-create lively lecture presentations PEDAGOGY The reason Boone & Kurtz came together to write the first edition of Contemporary Marketing was revolutionary They wanted to write a book about marketing that wasn’t an encyclopedia: a text that students would find interesting, a text filled with interesting examples and pedagogy As with every edition of Contemporary Marketing, the 13th edition is packed with new pedagogical features to keep students interested and bring the text topics to life: • Assessment, Assessment, Assessment: In every marketing department in the country, assessment and assurance of learning among students has become increasingly important As a result, we’ve provided you with assessment checks after every main head in every chapter • Assurance of Learning Review: Assurance of learning is further enhanced by new end-of-chapter self-quizzes: In addition to ensuring that students are learning throughout the chapter, we’ve taken assessment one step further by incorporating new end-of-chapter self-quizzes called Assur- 36380_00_SE_fm_i-000.qxd 11/15/06 5:13 PM Page vii Preface ance of Learning Review These questions are designed to quickly assess whether students understand the basic concepts covered in the chapter • Evolution of a Brand: Products, brands, and people that evolve are the ones that succeed The evolution of Contemporary Marketing is what has put BOONE & KURTZ IN A CLASS BY ITSELF Every chapter now begins with a new feature called Evolution of a Brand This feature discusses the evolution of the company or product that is the focus of the opening vignette and what this evolution means in the larger picture of marketing strategy and product management • Business Etiquette: Schools realize that it has become increasingly important to understand proper business etiquette when entering the business world, so more and more schools are adding business etiquette to their curriculums Every chapter of Contemporary Marketing contains an Etiquette Tips for Marketing Professionals box, addressing all aspects of proper behavior including communications etiquette, business dinners, and even the most effective way to create customer relationships • Voice of Experience: Students often have an amazing ability to grasp chapter concepts and intellectually understand marketing and what a marketing career entails However, they often not understand how careers are created and maintained and fail to understand in a real-life sense what a career in marketing may involve on a day-to-day basis Every part in the text now ends with an interview of an actual marketing professional and includes information about his or her education, career path, and day-to-day responsibilities These professionals come from all aspects of marketing, from entrepreneurs to vice presidents at some of students’ favorite companies The traits all of them have in common are their hard work, dedication, professionalism, and success This feature gives students a true understanding of how to launch a real marketing career for themselves through the Voices of Experience CONTINUING TO BUILD THE BOONE & KURTZ BRAND Because the business world moves at an unprecedented pace today, the Principles of Marketing course must race to keep up Trends, strategies, and practices are constantly changing, though a few things remain the same—the need for excellence and the necessity to evolve and innovate You’ve come to trust Contemporary Marketing to cover every aspect of marketing with a critical but fair eye Let’s face it: there are best practices and those we’d never want to repeat However, both provide learning opportunities and we’ve always chosen to take a critical look at the way business is being done in the world and help students understand what they need to know in order to have a long and illustrious career in marketing Keeping this in mind, here are just a few of the important trends and practices we’ve focused on for this edition: • Planning a Career in Marketing (section preceding Chapter 1): This popular Boone & Kurtz feature has been revised to include an enhanced discussion of internships as well as a complete update on the current job market Students in Principles of Marketing courses must keep up with the newest trends and shifts in career fields The 13th edition of Contemporary Marketing helps them answer the question, “Where I fit in the marketing world?” with an improved discussion of marketing career options • Every chapter in the text now includes a section titled Evolution of a Brand that follows the opening vignette and enhances the discussion of whatever brand or product was discussed in that opening scenario This section also asks students to think critically about what these brands have done and continue to to remain at the top of their markets • Chapter includes the American Marketing Association (AMA) definition of marketing and has an improved section on technology, including coverage of Internet Protocol TV and mobile marketing • Chapter now includes examples of the strategic window as well as a completely updated appendix, “Creating an Effective Marketing Plan.” • Two new laws concerning national identity cards and banning the sale of cell phone records have been added to Chapter vii 36380_00_SE_fm_i-000.qxd viii 11/15/06 5:13 PM Page viii Preface • Chapter now focuses more strategically on e-marketing and has an improved discussion of B2B, B2C, and the challenges associated with online marketing and e-business • Chapter now includes a discussion on nearshoring along with improved terminology and updated statistics • A discussion of CAFTA as well as FTAA information is now included in an updated and improved Chapter • Blogs and advergames are discussed in Chapter 8, which also now reflects the most current information on marketing research companies and publishers • Chapter contains a new expanded section on the cohort effect, and new information and statistics on demographic and psychographic information is included • Web services have been added to the discussion on EDI in Chapter 10, and an outdated section on virtual relationships has been deleted • Chapter 12’s section on category management has been expanded and improved, and information on the Food Allergen Labeling and Consumer Protection Act has been included RFID information has been added after the discussion of UPCs • An improved and more balanced discussion of sponsorships is now included in Chapter 15, and Chapter 16 now includes a discussion of advergames and adware • Chapter 17 includes a streamlined and improved discussion of the sales process and also includes a short discussion of cold calling • Chapters 18 and 19 have both been updated and include better examples Chapter 18 also now includes an improved discussion of the modified breakeven concept and yield management THE SECOND CITY THEATER INC CONTINUING VIDEO CASE You’ve come to expect only the best from us in choosing our continuing video case company, and we’ve taken it one step further with our new choice No other company combines Second City Theater’s unique brand of social and political satire with successful and proven business and marketing practices These unique practices have helped The Second City grow from a small but successful comedy troupe into a large international business With several theaters in two countries, troupes performing every day all over the world, and performances on international cruise lines, The Second City has found a way to turn comedy into business—and in the process they’ve had fun! Students and instructors alike know and love many of the famous faces that started performing at Second City—John Belushi, Dan Aykroyd, John Candy, Gilda Radner, Chris Farley, Tina Fey, and the list goes on and on But how many students realize just how important good business and marketing strategies are in keeping a comedy business that started in 1959 thriving and growing all the way into 2007 and beyond? We’ve focused on all the aspects of The Second City Theater’s marketing strategy so that students can learn—in a way that’s interesting and fun So sit back, get some popcorn, and enjoy the show! Written case segments at the end of each part of the text contain critical-thinking questions designed to provoke discussion and interaction in the classroom setting Answers to the questions can be found in the Instructor’s Manual, as can a complete video synopsis, a list of text concepts covered in the videos, and even more critical-thinking exercises END-OF-CHAPTER VIDEO CASES In addition to a stellar new continuing video case, we’ve produced a whole new batch of video cases for each and every chapter, designed to exceed your every expectation Students need to know the basics about life in the real world of marketing and how businesses succeed and grow—but they don’t need a bunch of talking heads putting them to sleep So although we admit that you will indeed see a few talking heads, they’re just there because they really know what they’re talking about, and they have something important for students to hear But trust us the videos we’ve created for this new edition of Contemporary Marketing contain so much more! 36380_00b_SE_fm_i-liv.qxd 4/2/08 12:53 PM Page ix Preface A complete set of written cases accompanies these chapter videos and can be found in the endof-book video case appendix The written segments contain discussion questions As with the Second City cases, answers to the questions can be found in the Instructor’s Manual, as can a complete video synopsis, a list of text concepts covered in the videos, and even more critical-thinking exercises The video cases are as follows: Chapter 1: Harley-Davidson Keeps Riders Coming Back Chapter 2: Timbuk2’s Success Is in the Bag Chapter 3: Organic Valley Farms: Producing Food That’s Good for People and the Earth Chapter 4: Pick Your Bananas Online at Peapod Chapter 5: Nielsen Media Research Watches the TV Watchers Chapter 6: High Sierra Sport Company Excels in B2B Chapter 7: Lonely Planet Brings You the World Chapter 8: Nielsen Media Research Plays the Rating Game Chapter 9: Harley-Davidson Rules the Road by Understanding Its Customers Chapter 10: The Little Guys Home Electronics: Big on Customer Relationships Chapter 11: Wild Oats Natural Marketplace: Offering Products at their Peak Chapter 12: Rebranding at JPMorgan Chase Chapter 13: American Apparel: Supply Fits the Demand Chapter 14: BP Connects with Drivers Chapter 15: The Toledo Mud Hens: Family Fun ϭ A Winning Strategy Chapter 16: BP: Beyond Petroleum Chapter 17: Harley-Davidson: Selling the Thrill Chapter 18: Washburn Guitars: How Much Is the Maya Worth? Chapter 19: Whirlpool: Innovation for Every Price Point THE CONTEMPORARY MARKETING RESOURCE PACKAGE Since the first edition of this book was published, Boone & Kurtz has exceeded the expectations of instructors, and it quickly became the benchmark for other texts With its precedent-setting learning materials, Contemporary Marketing has continued to improve on its signature package features— equipping students and instructors with the most comprehensive collection of learning tools, teaching materials, and innovative resources available As expected, the 13th edition continues to serve as the industry benchmark by delivering the most extensive, technologically advanced, user-friendly package on the market FOR THE INSTRUCTOR CengageNOW Designed by instructors and students for instructors and students, CengageNOW gives you what you want to do, how you want to it CengageNOW is an integrated online suite of services and resources with proven ease of use and efficient paths to success, delivering the results you want— NOW! CengageNOW includes self-assessments that generate a personalized study plan, autograded homework assignments, a gradebook, an e-book, and more CengageNOW also includes ix 36380_00b_SE_fm_i-liv.qxd x 4/2/08 12:53 PM Page x Preface content that is tagged to the core marketing outcomes, as well as to AACSB outcomes Instructors can track students’ progress toward the core outcomes in their class Figures from the text are used as interactive drag-and-drop exercises, and video clips are included with assignable gradeable questions Students will find this product fun, and instructors will find it extremely useful CengageNOW also includes seamless integration with WebCT and Blackboard Instructor’s Manual with Collaborative Learning Exercises and Media Guide (ISBN: 0-324-53657-7) The 13th edition of Contemporary Marketing has a brand-new, extremely easy-to-use Instructor’s Manual This valuable tool completely integrates the various supplements and the text A detailed lecture outline provides guidance about how to teach the chapter concepts Collaborative learning exercises are included for each chapter, which give students a completely different way to apply chapter concepts to their own lives References to the PowerPoint slides are included in the lecture outline You’ll also find answers to all of the end-of-chapter materials and various critical-thinking exercises Full descriptions of the CengageNOW product and BCRC exercises can be found in the Media Guide along with complete video synopses, outlines, and extra questions Chapter Video Cases on DVD (ISBN: 0-324-53652-6) Brand-new end-of-chapter video cases for every chapter of the text focus on successful real companies’ processes, strategies, and procedures Real employees explain real marketing situations with which they have been faced, bringing key concepts from the chapter to life The Second City Theater, Inc Continuing Case Video on DVD (ISBN: 0-324-53652-6) This brand-new continuing video case combines the entrepreneurial and creative spirit with which Second City was founded with the reality of successful marketing and business strategies Rarely has a creative enterprise so uniquely brought real business savvy to its success In these videos we examine the history of the theater company as well as the successful business practices that have allowed for its expansion and growth The written and video cases are divided into seven sections and are created to be used at the end of each part of the text Certified Test Bank (ISBN: 0-324-53656-9) Containing more than 4,000 questions, this is the most accurate test bank we’ve had in years For the first time we’ve put our test bank through a complete verification process Every question and answer has been read and reviewed for accuracy by multiple sources Each chapter of the test bank is organized by chapter objective, and each question categorized by difficulty level, type of question, and text page reference, and has also been tagged for AACSB requirements Basic and Expanded PowerPoint Presentations on CD (ISBN: 0-324-53653-4) After reviewing competitive offerings, we are convinced that our PowerPoint presentations are the best you’ll find We offer two separate collections The Basic PowerPoint collection contains 10 to 20 slides per chapter This collection is a basic outline of the chapter, with Web links that bring chapter concepts to life; it also includes figures and tables from the text The Expanded PowerPoint collection includes 20 to 40 slides per chapter and provides a more complete overview of the chapter The Expanded collection includes figures and tables from the chapter, Web links, and video links JoinIn™ on TurningPoint® JoinIn on TurningPoint transforms lectures into powerful two-way experiences integrating the interactivity of today’s keypad technology right into your Microsoft PowerPoint presentations Energize your class presentations with JoinIn on TurningPoint, transforming your classroom with seamless 36380_00b_SE_fm_i-liv.qxd 4/2/08 12:53 PM Page xi Preface integration with Blackboard and WebCT Visit http://academic.cengage.com/joinin for more details For the 13th edition of Contemporary Marketing, we’ve provided Premium Content TurningPoint slides that are already incorporated into our Expanded PowerPoint collection These all-new questions cover basic chapter concepts, difficult concepts so you can see student progress, and polling questions for use as opinion-gathering discussion starters Instructor’s Resource CD (ISBN: 0-324-53654-2) The IRCD includes electronic versions of all of the instructor supplements: Instructor’s Manual, Collaborative Learning Exercises and Media Guide, Test Bank, and Examview testing files and software Examview Testing Software on IRCD (ISBN: 0-324-53654-2) Examview Testing Software is a Windows-based software program that is both easy to use and attractive We can say with confidence that this is the most accurate test bank we’ve had in years because it has been through our certification process and every question and answer has been verified multiple times Each chapter of the test bank is organized by chapter objective, and each question is categorized by difficulty level, type of question, and text page reference, and has also been tagged for AACSB requirements Business & Company Resource Center (BCRC) BCRC puts a complete business library at your students’ fingertips BCRC is a premier online business research tool that allows students to seamlessly search thousands of periodicals, journals, references, financial information sources, market share reports, company histories, and much more Links to articles and discussion questions for BCRC can be found in CengageNOW and on the text Web site at academic.cengage.com/marketing/boone View a guided tour of the Business & Company Resource Center at http://www.gale.com/BusinessRC Contemporary Marketing, 13th Edition Web Site Our text Web site (academic.cengage.com/marketing/boone) is filled with a whole set of useful tools Instructors will find all the key instructor resources in electronic format: Test Bank, PowerPoint collections, Instructor’s Manual with Collaborative Learning Exercises and Media Guide, and BCRC Exercises Students will also find a host of valuable resources Resource Integration Guide (RIG) The RIG is written to provide the instructor with a clear and concise guide to all of the ancillaries that accompany the text as well as how best to use these items in teaching a Principles of Marketing course Not only are all of the book’s ancillaries organized clearly for you, but we also provide planning suggestions, lecture ideas, and help in creating assignments This guide will help instructors prepare for teaching the course, execute teaching plans, and evaluate student performance The RIG can be found on the text Web site (academic.cengage.com/marketing/boone) in the Instructor’s Resource section Custom Solutions for Contemporary Marketing, 13th Edition Cengage Custom Solutions develops personalized solutions to meet your business education needs Match your learning materials to your syllabus and create the perfect learning solution Consider the following when looking at your customization options for Contemporary Marketing, 13th edition: • Remove chapters you not cover or rearrange their order, creating a streamlined and efficient text that students will appreciate • Add your own material to cover new topics or information, saving you time and providing students with a fully integrated course resource Cengage Custom Solutions offers the fastest and easiest way to create unique customized learning materials delivered the way you want Our custom solutions also include accessing on-demand cases xi 36380_00b_SE_fm_i-liv.qxd xii 4/2/08 12:53 PM Page xii Preface from leading business case providers such as Harvard Business School Publishing, Ivey, Darden and NACRA; building a tailored text online with http://www.textchoice2.com; and publishing your original materials For more information about custom publishing options, visit www.custom.cengage.com or contact your local Cengage representative FOR THE STUDENT CengageNOW Designed by instructors and students for instructors and students, CengageNOW gives you what you want to do, how you want to it CengageNOW is an integrated online suite of services and resources with proven ease of use and efficient paths to success, delivering the results you want— NOW! CengageNOW includes self-assessments that generate a personalized study plan, auto-graded homework assignments, a gradebook, an e-book, and more CengageNOW also includes content that is tagged to the core marketing outcomes as well as to AACSB outcomes Instructors can track students’ progress to the core outcomes in their class Figures from the text are used as interactive drag-and-drop exercises and video clips are included with assignable gradeable questions Students will find this product fun and instructors will find it extremely useful Contemporary Marketing, 13th Edition Web Site Our text Web site (academic.cengage.com/marketing/boone) is filled with a whole set of useful tools Students will find a host of valuable resources including key terms with definitions, quizzes for each chapter, chapter summaries, and recent marketing news tied directly to chapter concepts Chapter Audio Reviews These audio reviews, found in the CengageNOW product, contain short summaries of the chapter objectives and major concepts in each chapter and are a good review of reading assignments Listen to them before you read the chapter as a preview of what’s to come—or after you read the chapter as a reinforcement of what you’ve read Listen to them on the way to class as a refresher before the lecture—or after you’ve left class as a review of what the instructor just discussed However you choose to listen to them, these concise summaries will be helpful in reinforcing all the major concepts for each chapter ACKNOWLEDGMENTS Over the years, Contemporary Marketing has benefited from the suggestions of hundreds of marketing instructors I am most appreciative of their efforts and thoughts Previous reviewers have included the following people: Keith Absher University of North Alabama Alicia T Aldridge Appalachian State University Amardeep Assar City University of New York Tom F Badgett Angelo State University Joe K Ballenger Stephen F Austin State University Michael Bernacchi University of Detroit Mercy David Blanchette Rhode Island College Barbara Brown San Jose State University Reginald E Brown Louisiana Tech University Marvin Burnett St Louis Community College— Florissant Scott Burton University of Arkansas Howard Cox Fitchberg State University James Coyle Baruch College Elizabeth Creyer University of Arkansas Geoff Crosslin Kalamazoo Valley Community College William Demkey Bakersfield College Michael Drafke College of DuPage Joanne Eckstein Macomb Community College 36380_21_EOC_pA1-I12.qxd G-10 11/15/06 3:40 PM Page G-10 Glossary task-objective method Development of a promotional budget based on evaluation of the firm’s promotional objectives team selling Selling situation in which several sales associates or other members of the organization are recruited to help the lead sales representative reach all those who influence the purchase decision technological environment Application to marketing of knowledge based on discoveries in science, inventions, and innovations technology Business application of knowledge based on scientific discoveries, inventions, and innovations telemarketing Promotional presentation involving the use of the telephone on an outbound basis by salespeople or on an inbound basis by customers who initiate calls to obtain information and place orders test marketing Marketing research technique that involves introducing a new product in a specific area and then measuring its degree of success third-party (contract) logistics firm Company that specializes in handling logistics activities for other firms time-based competition Strategy of developing and distributing goods and services more quickly than competitors total quality management (TQM) Continuous effort to improve products and work processes with the goal of achieving customer satisfaction and worldclass performance trade allowance Special financial incentive offered to wholesalers and retailers that purchase or promote specific products trade discount Payment to a channel member or buyer for performing marketing functions; also known as a functional discount trade dress Visual components that contribute to the overall look of a brand trade industries Retailers or wholesalers that purchase products for resale to others trade promotion Sales promotion that appeals to marketing intermediaries rather than to consumers trade show Product exhibition organized by industry trade associations to showcase goods and services trade-in Credit allowance given for a used item when a customer purchases a new item trademark Brand for which the owner claims exclusive legal protection transaction-based marketing Buyer and seller exchanges characterized by limited communications and little or no ongoing relationships between the parties transfer price Cost assessed when a product is moved from one profit center in a firm to another trend analysis Quantitative sales forecasting method that estimates future sales through statistical analyses of historical sales patterns truck wholesaler Limited-function merchant wholesaler that markets perishable food items; also called a truck jobber tying agreement Arrangement that requires a marketing intermediary to carry items other than those they want to sell U undifferentiated marketing Strategy that focuses on producing a single product and marketing it to all customers; also called mass marketing unemployment Proportion of people in the economy who are actively seeking work but not have jobs unfair-trade laws State laws requiring sellers to maintain minimum prices for comparable merchandise uniform-delivered pricing Pricing system for handling transportation costs under which all buyers are quoted the same price, including transportation expenses Sometimes known as postage-stamp pricing unit pricing Pricing policy in which prices are stated in terms of a recognized unit of measurement or a standard numerical count Universal Product Code (UPC) Numerical bar code system used to record product and price information unsought products Products marketed to consumers who may not yet recognize a need for them upstream management Controlling part of the supply chain that involves raw materials, inbound logistics, and warehouse and storage facilities user Individual or group that actually uses a business good or service utility Want-satisfying power of a good or service V VALS Segmentation system that divides consumers into eight psychographic categories: actualizers, fulfilleds, believers, achievers, strivers, experiencers, makers, and strugglers value analysis Systematic study of the components of a purchase to determine the most cost-effective approach value pricing Pricing strategy emphasizing benefits derived from a product in comparison to the price and quality levels of competing offerings variable costs Costs that change with the level of production (such as labor and raw materials costs) vendor analysis Assessment of supplier performance in areas such as price, back orders, timely delivery, and attention to special requests vendor-managed inventory (VMI) Inventory management system in which the seller—based on an existing agreement with a buyer—determines how much of a product is needed venture team Associates from different areas of an organization who work together in developing new products vertical marketing system (VMS) Planned channel system designed to improve distribution efficiency and cost-effectiveness by integrating various functions throughout the distribution chain viral marketing Efforts that allow satisfied customers to spread the word about products to other consumers virtual sales team Network of strategic partners, suppliers, and others who recommend a firm’s goods or services VoIP Voice over Internet protocol—a phone connection through a personal computer with any type of broadband Internet connection W Web services platform-independent information exchange systems that use the Internet to allow interaction between the firms Web-to-store shoppers Consumers who use the Internet as a tool to aid them at brick-and-mortar retailers wheel of retailing Hypothesis that each new type of retailer gains a competitive foothold by offering lower prices than current suppliers charge; the result of reducing or eliminating services wholesaler Channel intermediary that takes title to goods it handles and then distributes these goods to retailers, other distributors, or B2B customers wholesaling intermediary Comprehensive term that describes wholesalers as well as agents and brokers wiki Web page that anyone can edit wireless technology Technology that allows communications connections without cables or wires World Trade Organization (WTO) Organization that replaces GATT, overseeing GATT agreements, making binding decisions in mediating disputes, and reducing trade barriers Y yield management Pricing strategy that allows marketers to vary prices based on such factors as demand, even though the cost of providing those goods or services remains the same Z zone pricing Pricing system for handling transportation costs under which the market is divided into geographic regions and a different price is set in each region 36380_21_EOC_pA1-I12.qxd 11/15/06 3:40 PM Page name and company index A Abacus, 246, 247, 248 ABC News, 20 ABC Television Network, 490, 595 Abdul, Paula, 279 Abell, Derek, 46 Abercrombie & Fitch, 11, 648 ABM, 355 Ace Hardware, 429, 461 ACE Tools, 379 Acer Computers, 650 ACNielsen, 134, 249, 256, 261, 515, 624 Acxiom Corp., 256, 257 Adelstein, Jonathan, 109 Adidas, 17, 226, 328, 532 Adler, Deborah, 388 Adobe, 128 Adopt-a-Pet, 16 ADP, 186 AdsOnFeet, 543 Advanced Micro Devices, 209 Advantage Group, 164 Advantix, 652 Aeropostale, 289 Aetna, 158 Affleck, Ben, 511 Ahold, 387 Aiken, Clay, 279 Airbus, 179, 180, 185, 223, 229, 568, 569 AirTran, 162 Al Hurra Television Network, 405 Al Jazeera Television Network, 405 Alamo Rent-a-Car, 509 Albercrombie & Fitch, 535 Albert Heijn, 387 Alcatel, 191 All England Lawn Tennis and Croquet Club, 331 Alley, Kirstie, 15 Allstate Insurance, 215, 421, 533 Almquist, Wendy, 181 Alpo, 375 Amazon.com, 4, 114, 117, 121, 122, 124, 125, 302, 337, 347, 373, 564, 565, 654 Amerada Hess, 99 America Online, 21, 82, 190, 321 America West Airlines, 162, 163 American Airlines, 338, 636 American Apparel, 536 American Association of Retired Persons, 85 American Automobile Association, 420 American Eagle Outfitters, 11, 167, 289 American Express, 13, 17, 139, 155, 158, 164, 190, 208, 215, 302, 360, 431, 495 American Heart Association, 12 American Humane Association, 85 American Kennel Club, 12 American Leather, 127 American Society for the Prevention of Cruelty to Animals, 16 American Trucking Association, 436 America’s Second Harvest, 13 Anderson, Brad, 310 Andre Lurton, 388 Anheuser-Busch, 142, 303, 504, 510, 511, 537 Ann Taylor, 457 Anna Sui, 391 Antman, Jeffrey, 523 Anya Hindmarch, 391 A&P Future Store, 462 Apple Computer, 4, 7, 10, 45, 53, 76, 81, 107, 114, 128, 140, 141, 157, 209, 234, 239, 300, 302, 386, 594, 607, 609 Applebee’s, 174 Arad, Avi, 364 Arbitron, 249, 258, 259 Ariba, 118 Arista Records, 235 Arizona Diamondbacks, 292 Arm & Hammer, 298, 374 Armor All, 337 Armour Meat Packing, 359 Armstrong, Lance, 155 Armstrong Rubber, 380 Artezen, 114 Asch, S E., 154 Asics, 491 Ask.com, 132, 500 Assink, Terry, 432 Associated Druggists, 429 Association of American Railways, 436 AT&T, 11, 20, 46, 78, 142, 215, 292, 382, 383, 655 Audi, 356 AutoCart, 465 Aviall, 362 Avis Rental Cars, 349 Avon, 389, 417, 473, 504, 565 Ayer, N W., 248 B Bainey, T.L., 436 Baja Fresh, 632 Baldrige, Malcolm, 358 Ballard Designs, 661 Ballmer, Steve, 37, 561, 562 Bally Total Fitness, 290 Banana Republic, 457, 607 Bank of America, 52, 119, 120, 121, 182, 320, 359, 393 Barnes & Noble, 120, 316, 317, 337 Barney’s New York, 451 Bartholomew, Peter E., 447 Bartley, Luella, 659 Basu, Shankar, 359 Batemen, Dayna, 506 Batesville Casket Company, 424 Bausch & Lomb, 405 Bay Area Rapid Transit, 617–618 Bayer, 159 Bazaarvoice, 250 BBDO, 261, 545 Bean, Leon Leonwood, 361 Beans Wax Candle Company, 181 Beatles, 386 Beaver, Bonnie, 375 Bechtel National, 176 Beckham, David, 226, 232, 531 Bed, Bath & Beyond, 463 Beijo Bags, 417 Bellagio Hotel, 159 BellSouth, 78 Ben & Jerry’s, 233, 378 Berkshire Hathaway, 502 Berry, Halle, 549 Bertelsmann, 643 Bertelsmann AG, 235 Best Buy, 115, 119, 310, 311, 312, 330, 463, 466, 474, 564, 578, 587, 607 Best Friends Pet Care, 374 Better Homes & Gardens, 542 Bezos, Jeff, 50 Big Monster Toys, 364 Big Three, 600 Bigelow’s Green Tea, 530 Bigg’s Hypermarket Shoppes, 465 BJ’s, 464 Black, Clint, 15 Black & Decker, 576 Black Mesa Pipeline, 437 Bliss, 327 Blockbuster Video, 531, 593 Bloom supermarkets, 481 Bloomingdale’s, 154, 392, 457 Blue Jeans Cable, 215 Bluetooth, 458 BMW, 191, 235, 303, 332 BN.com, 115 BNSF Railway, 436 Boeing, 47, 92, 179, 180, 181, 185, 191, 207, 214, 223, 240, 355, 362, 561, 565, 568, 569 Bono, 13 Books-A-Million, 654 Borba, 575 Borba, Scott Vincent, 575 Borders Books, 463 Borsheim’s Jewelry Store, 564 Bosch, 355 Bose, 356, 660 Boston Consulting Group, 10, 52 Boston Market, 586 Boston Proper, 473 Botox, 350 Boudreaux, George, 386 Bounty, 384 Bowflex, 508 Boyana Film Studios, 216 Bradshaw, Terry, 511 Brain Group, 250 Brand Keys, 651 Branson, Richard, 392 Breslow, Jeff, 364 Brightcove Networks, 419 Brin, Sergey, 18 Brinker International, 252 Brinkley, Christie, 326 Bristol-Myers Squibb, 499 British Airways, 185 British Broadcasting Company, 538 British Petroleum, 213, 389 Bronco Wine, 608 Brooks, Tim, 160 Brown, Michael, 25 Bryant, Cedric, 368 Bryant, Kobe, 525 Buffett, Jimmy, 345 Buffett, Warren, 502 Build-a-Bear Workshop, 22 Bureau of Economic Analysis, 88 Burger King, 43, 174, 175, 239, 251, 304, 323, 502, 594 Burns, Jim, 85 Burton Snowboards, 363 Busch Gardens, 105, 107, 308, 594 Byrne, Dee, 359 C Cablevision, 93, 655 Cadbury Schweppes, 129, 253, 288 Cadillac, 277, 332, 356, 504 Cairo.com, 18 CallWave, 454 Camay Soap, 587 Cambridge Homes, 573 Camp, Kenneth, 424 Campbell Soup Company, 13, 232, 248, 271, 283, 284, 285, 406, 423 Cannondale Associates, 513 Canon, 5, 571 Capital One, 492 CardSystems, 97 CareerBuilder.com, 535 Carey, Mariah, 453 Carl Jr’s., 535 Carli, Elizabeth, 157 Carlson Marketing Group, 181 Carmax.com, 44 Carson, Scott E., 92 Carter, David, 309 Cartier, 638 Castle Supply, 471 Caterpillar, 180, 214 Cathay Pacific Airways, 569 CBS, 14, 81, 426, 490, 500 CDW, 360 Center for Science in the Public Interest, 94 Center Parcs, 533 Centers for Disease Control, 74 Charles Keath, 473 Charles Schwab, 119 Charney, Dov, 536 Chase/Bank One, 120 Chef’s Catalog, 126 Chelsea, Chris, 74 Chery Automobile, 387 Chevrolet, 146, 161, 277, 539 Chevron, 177, 213 Chicago White Sox, 320 Chicos, 456 Children’s Miracle Network, 187 Chipotle Grill, 452 Chiron, 75 CH2M Hill, 176 Cho, Fujio, 241 ChoicePoint, 97, 124, 322 Chrysler, 277, 316, 649, 652 Cingular, 78, 79, 109, 382, 383, 527, 549 Circle K, 481 Circuit City, 311 Cisco Systems, 24, 331, 393 Citibank, 120, 164 CitiGroup, 97, 214, 215 Citizen, 230 Claire’s Stores, 453 Claria, 533 Clarkson, Kelly, 279 ClearGauge, 533 I-1 36380_21_EOC_pA1-I12.qxd I-2 4/2/08 2:54 PM Page Name and Company Index Clorox, 374, 379 Cloud Star, 37 Club Sportiva, 610 CMG Information Services, 263 CNBC, 231 CNet.com, 114, 140 CNN, 231, 490, 575 Coach, 79, 154, 275, 353 Coalition for Fire-Safe Cigarettes, 85 Coca-Cola Company, 4, 13, 15, 108, 161, 232, 240, 252, 288, 292, 344, 365, 366, 382, 386, 387, 425, 587 Cohen, Ben, 233 Cohl, Michael, 142 Cohorts, 153 Coldplay, 526, 549 Coldwater Creek, 187, 461, 462–463, 473 Coldwell Banker, 593 Colgate, 108, 374, 378 Colgate Palmolive, 579 College Board, 594 Colonial Williamsburg, 12 Color Purple, The, 623 Columbia, 328 Comcast, 50, 84, 93, 292, 359 Compensation Resources, 580 CompUSA, 134 comScore Networks, 493 ConAgra Foods, 308, 385 Conde Nast, 161 Conerly, Bill, 233 Congressional Budget Office, 74 Conoco Phillips, 213 Consumer Federation of America, 85 Consumer Product Safety Commission, 84, 94 Consumer Reports, 148, 240, 241 Contemporary Marketing, Converse, 13 Convio, 321 CooperKatz, 22 Coors, 389 Coppertone, 588 CopyTest, 550 Coremetrics, 134 Corner, Greg, 613 Corporate Angel Network, 13 Costco, 79, 214, 216, 311, 415, 428, 440, 464, 600–601, 638, 640 Council of Better Business Bureaus, 85 Couric, Katie, 14 Cover Girl, 326 Cowell, Simon, 279 Cox, Christopher, 291 Crane’s, 303 Creaxion, 152 CSX, 355 Cummins, 355 Curtis, Tim, 11 Curtis Publishing, 248 Curves, 298, 373 CW Television, 490 D DaimlerChrysler, 213, 316, 639 Dallas Cowboys, 320 Datamonitor, 256 Datran Media, 322 Dayish, Frank Jr., 293 Dayton, Sky, 230 De Beers, 40 De Lay Hoya, Oscar, 309 Decathlon USA, 94 Decision Analyst, 550 Degeneres, Ellen, 345 Delgadillo, Rocky, 157 Dell, Michael, 416 Dell Computers, 102, 107, 190, 209, 231, 288, 311, 312, 317, 318, 325, 355, 380, 473, 593, 609, 644, 650 Delta Airlines, 120, 162, 338, 636 Democratic party, 17 Denke, Kurt, 215 Dentsu, 545 Department of Agriculture, 103 Department of Commerce, 88 Department of Defense, 91 Department of Health and Human Services, 75 Department of Justice, 82, 84 DePaul University, 159 Depp, Johnny, 530 Detroit Pistons, 567 Dewberry Technologies, 176 DeWolfe, Chris, 316 DHL, 107, 185, 195, 196, 216 Dickenson, Larry, 568, 569 Dick’s Sporting Goods, 207 Dieringer Group, 115 Dillard’s, 329 Direct Marketing Association, 85, 98 Directron.com, 184 DirectTV, 84, 93, 507 Discover, 495 Dish Network, 84, 93 Disney World, 79, 283, 368, 580 Dodge, 11, 159 Dolan, Charles F., 655 Dolan, Peter, 499 Dolce & Gabbana, 650 Dollar General, 452, 640 Domino’s Pizza, 228, 239, 286, 587 Donald, Jim, 2, Donna Karan, 353 Donnelley Marketing, 321 Donohue, Sean, 163 Dooney & Bourke, 661 Dorland Healthcare Information, 259 DoubleClick, 247 Dove, 378 Dow Corning, 95, 432 Dow Jones, 49 Dr Scholls, 607 Drews, Jurgen, 499 Drexel Heritage, 24 Dreyer’s Ice Cream, 544 Dreyfus, 564 Drucker, Peter, 42 DSW Shoe Warehouse, 322 Dugan, Kevin, 129 Dun & Bradstreet, 95, 185, 266 Dungy, Tony, 525 Dunkin’ Donuts, 81, 498, 594 DuPont, 180, 197, 359 Dusenberry, Phil, 545 Dyson, 637 E E-Lab, 259 E-Z Washing Machines, 387 EarthLink, 230 Eastman, David, 128, 129 Eastman Kodak, 38, 232, 266, 385, 387 eBay, 4, 115, 117, 125, 181, 471, 559, 652 Eddie Bauer, 126, 328, 457 Edmunds.com, 44, 660 Ehibuya Excel Hotel, 421 Elderhostel, 301 Elizondo, Hector, 531 Ellison, Larry, 318, 561, 562 Ells, Steve, 452 Elway, John, 511 eMarketer, 256 EMI, 141, 142, 643 Emily Post Institute, 219 Emirates Airlines, 505, 568 Engel, Ernst, 294, 295, 307 Enron, 24, 95, 107 Environmental Protection Agency, 84 Eos Airlines, 49 Equal Exchange, 233, 594 Equifax, 85 Ernst & Young, 131, 232 Escada, 155 ESPN, 131, 490 E*Trade, 142 European Committee for Interoperable Systems, 79 Expedia.com, 44, 87 Experian, 85 Exxon Mobil, 79, 213, 232 Ezshop, 474 F Fairtrade Foundation, 605 Family Dollar Stores, 452, 640 Farren, Joe, 109 Federal Aviation Administration, 16 Federal Emergency Management Agency, 25 Federal Express, 107, 116, 185, 216, 349, 360, 655 Federal Power Commission, 84 Federal Trade Commission, 12, 84, 93, 97, 98 FedEx, 435 Fellowes, 384 Ferrari, 356 Fidelity, 531 FIFA World Cup, 493, 505 50 Cent, 497 Filippo, Michael San, 375 Finish Line, 586 Fireman’s Fund, 159 Fisher, Caroline, 559 Flake, William, 18 Flight 001, 460 Flight Options, 609 Florida Marlins, 292 Fluor, 176 Fogle, Jared, 509, 510 Food and Drug Administration, 75, 78, 84, 91 Food Network, 490 Foot Locker, 216 Ford, Bill, 560, 561, 562 Ford, Bill Jr., 620 Ford, Harrison, 530 Ford, Henry, 9, 281, 359 Ford Motor Company, 107, 108, 142, 146, 185, 194, 213, 230, 240, 263, 277, 292, 316, 323, 328, 354, 358, 384, 527, 560, 561, 565, 594, 620, 641, 649, 652, 659 Ford Motor Credit, 117 ForSalebyOwner.com, 634, 635 Forth & Town, 460 Forum Corporation, 580 Foster, Jodie, 530 Four Seasons Hotel, 617 Fox News, Fox Television, 133, 278, 490 Fraction Air, 647 Franzia, Fred, 608 French’s, 380 Freschetta, 364 Frito-Lay, 381 Frontline, 164 FsboMadison.com, 634, 635 Fuentes, Daisy, 531 Fujifilm, 7, 509 Funo, Yukitoshi, 241 G Gale, 255 Gap, 13, 119, 216, 289, 460, 466, 474 GarageTek, 548 Garner, Jennifer, 511 Gates, Bill, 91, 502, 562 Gateway, 114, 609 Gatorade, 159 Geely, 232, 239 Geico Insurance, 379, 500, 531 Genentech, 499 General Electric, 102, 185, 190, 230, 381, 382, 385, 534 General Mills, 13, 99, 174, 207, 239, 289, 337, 351, 354, 359, 384, 396, 405, 406, 508, 594 General Motors, 76, 129, 146, 191, 213, 215, 263, 277, 281, 292, 313, 316, 387, 527, 649 Genpact, 223, 224 Genworth Financial, 500 GfK Group, 297 Giannulli, Mossimo, 380 Giant Eagle, 600 Giftbaskets.com, 351, 434 Gilbert, John, 498 Gillette, 362, 486, 487, 488 Giorgio Armani, 13 Girl Scouts, 573 Giselle, 659 Glad, 379 GlaxoSmithKline, 75 Global Fund to Fight AIDS, Tuberculosis, and Maleria, 13 Gloria Jean’s Coffees, 463 Godiva, 160, 373 Golden Boy Enterprises, 309 Good Housekeeping, 542 Goodman, Mike, 345 Goodwill Industries, 102 Goodyear, 280, 428 Google, 18, 19, 50, 81, 108, 125, 129, 131, 132, 136, 138, 140, 174, 208, 221, 240, 256, 276, 286, 308, 326, 337, 373, 374, 386, 393, 398, 406, 426, 538, 594, 660 Gopalakrishnan, S., 566 Gordon, Jeff, 15, 661 Graham, Carla, 263 Grand Circle Foundation, 24 Grand Circle Travel, 290 Grand Metropolitan, 235 Grant, Amy, 13 Graves, Michael, 374, 380 Green Mountain Coffee Roasters, 594 Greenberg, Robert, 532 GreenCine, 128 GreenStop, 461 Griffith, Todd, 143 Guardian Insurance, 571 Gucci Group, 378 Guideline, 256 H Habitat for Humanity, Haggar, 392 Halbert, Terry, 96 Halliburton, 176 Hallmark, 320, 382 Hamilton, Bill, 22 Hamilton, Scott, 13 Hammacher Schlemmer, 506 Han Dae Yoon, 447 Hanley, Mike, 232 Harley-Davidson, 308, 392, 595 Harp, Elise, 559 Harrah’s Casino, 320 Harrison, George, 386 Hasbro, 364 HBO, 348 HCA Healthcare, 202 HCI Direct, 321 Healthcare Materials Management Services, 192 Heinz, 378, 380, 405, 406, 579 Hellman’s, 587 Herman Miller, 180, 355 Hermès, 352, 421 Herrington, 473 36380_21_EOC_pA1-I12.qxd 11/15/06 3:40 PM Page Name and Company Index Hershey Foods, 43, 160, 189, 384 Hertz Rental Car, 319, 501 Hewlett-Packard, 48, 180, 191, 231, 266, 380, 577, 609, 660 Hilton, Paris, 535 Hindustan Lever, 234 HispanoClick.com, 174 H&M, 458 Holiday Builders, 573 Holland America, 80 Hollywood Video, 586 Home Depot, 25, 38, 107, 134, 208, 454, 463, 481, 500, 589, 635, 640 Home Shopping Network, 474 Honda, 11, 80, 91, 102, 107, 146, 147, 235, 241, 292, 382, 560 Hoover, 386 Hormel, 496, 579 Hot Topic, 289 Hotmail, 322, 323 HP, 102 Hsieh, Tony, 412 HSN, 508, 638, 651, 661 Huffman, Doug, 470 Humane Society of the United States, 16 Hummer, 352 Hunt, Paul, 164 Hutzel, Michael L., 142-143 Hyatt, 34 Hyundai, 4, 235, 240, 241, 385, 446–447 I Iams, 384 IBM, 79, 190, 191, 193, 195, 199, 230, 263, 331, 382, 385, 515, 571 IFC Entertainment, 422 IGA Partners Europe, 500 IKEA, 216, 228, 373, 463 Independent Grocery Alliance, 429 Indianapolis Colts, 524 Industrial Light & Magic, 393 Infinity, 332, 350, 356, 381, 508 Information Resources, 249, 256 Infosys, 566 Ingram Micro, 467 Inouye, Daniel K., 109 Intel, 21, 80, 180, 195, 209, 214, 355 Intelliseek, 262 Interactive Advertising Bureau, 543 InterContinental Hotels Group, 594 Internal Revenue Service, 95 Interop, 468 Interstate Commerce Commission, 435 InterTrend, 153 Iverson, Allen, 497 Ivins, Bob, 493 J J Crew, 350 J D Power and Associates, 196, 240, 250, 383, 513 J Walter Thompson, 308 Jackson, Randy, 279 Jaguar, 332, 405 James, LeBron, 15 Jan Marini Skin Research, 547 Jan-Pro, 179 Jay-Z, 497 JCPenney, 116, 208, 406, 407, 453, 458, 572 Jeep, 328 Jell-O, 383 Jenn-Air, 159 Jenny Craig, 15 JetBlue Airways, 51, 327, 349, 350, 502, 566 Jewel supermarkets, 454 Jobs, Steve, 10, 141 Johansson, Leif, 147 John, Elton, 530 John Deere, 308, 427 Johnson, Brennan, 37 Johnson, Earvin “Magic,” 309 Johnson & Johnson, 108, 361, 362, 373, 381, 544, 579 Jolie, Angelina, 526 Jones, Suzanne, 90 Jordan, Michael, 214, 232 Joseph, Alisa, 299 Judith Lieber, 391 Juicy Couture, 379 Jupiter Media Metrix, 115 K KaBOOM!, 24 Kachura, Patricia, 505, 506 Kate Spade, 79, 352 Kaushansky, Howard, 257 Kayak.com, 617 Keebler, 531, 593 Kelleher, Herb, 111 Kellogg, 351, 384 Kennedy, John F., 94 Kenya Airways, 355 Keri Cosmetics, 530 Kerpen, Dave, 559 Keurig, 195, 196 Keys, Alicia, 549 KeySpan Park, 559 KFC, 379 KGO-TV, 263 Kia, 235, 354 Kidman, Nicole, 526 Kill Hannah, 612 Kim, Austin Lee, 192 Kim, S.Y., 428 Kimberley-Clark, 19, 265, 381, 432, 579 King, Rollin, 111 Kinko’s, 275 Kirin Beer, 530 KitchenAid, 381, 661 Kittywalk.com, 375 Kleenex, 307, 373, 379, 386 Klein, Russ, 502 KLM, 185 Kmart, 214, 380, 589, 650 Knight, Phil, 214 Knight Ridder, 50 Kohl’s, 47, 116, 407, 452 Koo, Chung Mong, 240, 241 Koprowski, Ron, 580 Kraft Foods, 52, 99, 107, 142, 149, 153, 207, 289, 303, 351, 359, 368, 373, 383, 386, 508, 522, 579, 594 Kroger, 426, 481, 600, 640 L L G Philips, 364 L L Bean, 119, 126, 328, 337, 361, 373, 506, 565, 566, 580 Labelle, Patti, 661 LaChapelle, David, 210 Lachkey, Robert, 510 Lady Foot Locker, 463, 491 Land’s End, 115, 119, 163, 299, 474, 566 Lay’s, 378 Lazaris, Nick, 195 Le Cirque, 348, 349 Leahy, John, 569 Lean Cuisine, 373 Lease Your Body.com, 559 Leavitt, Mike, 75 Lee, Bryant, 192 Leguizamo, John, 531 Lennon, John, 386 Lenovo Group, 50, 199, 230, 231 Lenox, 425 LensCrafters, 5, 349 Leonardo da Vinci, 17 Letterman, David, 486 Levinson, Arthur, 499 Levi’s, 115 Levitt, Theodore, 11 Lewin, Kurt, 148, 171 Lewis, Aylwin, 464 LexisNexis, 114, 322 Lexus, 159, 331, 332, 350, 379, 381 LG Electronics, 187, 211, 234 Liebert, Carl, 25 LifeScan, 361, 362 Lifetime Television, 160 Lipscomb, Steve, 229 Liquid Resources, 12 Liz Claiborne, 448 L.L Bean, 473 Locatecell.com, 109 Lockheed Martin, 223 Loehmann’s, 464 Loews Hotels, 374 Lombardi, Dennis, 175 LookSmart, 326, 327 Lopez, Jennifer, 393 Lord & Taylor, 450 L’Oréal, 235, 527 Los Angeles Dodgers, 292 Los Angeles Times, 131 Lothian, Paul, 431 Lotus Notes, 398 Louis Vuitton, 405 Lowensetein, Prince Rupert Zu, 142 Lowe’s, 24, 25, 38, 107, 282, 329, 453, 580, 639, 640 Lucas, George, 393, 530 LucasArts, 393 LucasFilm, 393 Lufthansa, 505 Lutz, Bob, 277 Lutz, Robert, 129 M 3M, 359, 368 Mack Trucks, 501 Mackay, Martin, 499 Macromedia, 132 MACTEC, 200 Macy’s, 125, 374, 448–449, 461, 464 Mad River Canoe, 500 Madonna, 530 Maersk Lines, 437 Major League Baseball, 292 Manilow, Barry, 279 Manning, Archie, 524 Manning, Peyton, 524–525 Market Research Insight, 250 Marketing Metrics, 319 MarquisJet, 647 Marriott, 34, 159, 207, 319, 355 Marriott, Laura, 21 Mars Inc., 367, 500 Marshall Field’s, 448 Marshall’s, 464 Martha Stewart Living Omnimedia, 107 Martin, Kevin, 109 Martinez, Zarela, 149 Marvel Studios, 364 Mary Kay Cosmetics, 565 Maslow, Abraham H., 158, 159, 172, 173, 174 MasterCard, 107, 139, 155, 159, 322, 348, 431, 495, 524 Matrixx Initiatives, 400 Matt, Fred, 161 Mattel, 127, 179, 232, 235, 239, 391 MAXjet Airways, 49 Mayer, Marissa, 398 Mayo Clinic, 131, 266 MCA, McCann-Erickson Worldwide, 545 I-3 McCartney, Paul, 386, 531 McCartney, Stella, 532 McDonald, Jim, 290 McDonald’s, 12, 81, 150, 174, 228, 231, 240, 251, 275, 303, 304, 327, 382, 387, 389, 531, 624, 633 MCI, 80, 96, 107 McKesson, 428 McMahon, Tim, 571 McMahon Worldwide, 571 Medco, 80 Media Metrix, 134 Mediamark Research, 250, 296 Mega-1, 216 Mehta, Hemant, 218 Meijer, 600 Melton, Jennifer, 37 Memorex, 355 Men’s Health, 486 Mercedes-Benz, 4, 235, 295, 332, 354, 383 Mercedes Homes, 573 Merchandise Mart Center, 469 Merck, 78, 80, 416, 499 Mercurio, Mark A., 408-409 Merrick Pet Care, 375 Merrill, Mary, 366 Merrill Lynch, 387, 568 Merrin, Alfred, 487 Merry Maids, 303, 348 Mestral, George de, 17 Method, 393, 399 MetLife, 531 Metro AG, 431 Microchip Technology, 571 Microsoft, 18, 22, 37, 50, 79, 82, 91, 123, 129, 141, 142, 190, 197, 207, 231, 239, 268, 315, 321, 326, 327, 382, 398, 502, 538, 561, 562, 565, 638 Miller, Christie, 634 Miller, Liz, 547 Miller, Nicole, 406 Minnesota Mall of America, 457 Mitsubishi, 49, 230 Mizrahi, Isaac, 374, 381 Mobile Marketing Association, 21 MobiTV, 20, 21 Molex, 323 Monsanto, 24 Montana, Joe, 511 Montuori, Don, 152 Moonstorm, 586 Morze, Mark, 96 Mosaic, 330 Motiva Shell, 99 Motorola, 21, 81, 210, 211, 214, 355, 358, 363, 500, 650 Mountain Dew, 490 Mountain Hardwear, 500 Moynihan, Dan, 580 MTV, 141, 231 Mulally, Alan, 561 Munroe, Pauline, 486 Murdoch, Rupert, Murphy, Mary Clare, 634 Music City Motorplex, 149 MySpace.com, 4, 316 N NACCO Industries, 266 Nantucket Nectars, 303 Narducci, Jonathan, 571 NASCAR, 386, 486, 487, 504, 661 National Advertising Division, 85 National Advertising Review Board, 85 National Business Aviation Association, 13 National Football League, 511 National Geographic, 22, 522 36380_21_EOC_pA1-I12.qxd I-4 11/15/06 3:40 PM Page Name and Company Index National Institute of Pharmaceutical Technology and Education, 91 National Resources Defense Council, 91 Natural Nano, 366 Nautica, 391 NBC Television Network, 490, 500 NCO Telecommunications Services, 321 Neeleman, David G., 52 Neiman Marcus, 461, 462, 617 Nestle, 118, 150, 190, 240, 364, 375, 579 Net-a-Porter.com, 617 NetBank, 416 Netflix, 125, 328, 646, 647 NetJets, 609 Netscape, 82 NetStakes, 587 Neverstop, 502 New York Stock Exchange, New York Times, 50, 587 Newell Rubbermaid, 572 Newman, Paul, 530 News Corp., 4, 316 Nextel, 569 NextWeb, 11 Nickel, 391 Nickerson, Thomas, 17 Nielsen Media Research, 259 Nielsen National Research, 250 Nike, 15, 17, 122, 214, 215, 226, 232, 384, 406, 497, 530, 531 Nikon, 660 Nimoy, Leonard, 15 99 Ranch, 153 Nissan, 8, 12, 235, 277, 385 Nivea, 288 Nokia, 21, 79, 210, 211, 382 Nordstrom, 34, 126, 160, 194, 315, 461, 473 Nortel, 178, 191 Northwest Airlines, 185, 320, 338 Not Rational, 391 Novartis, 499 Nu Image, 216 Nuovo, Frank, 210, 211 NWA World Vacations, 501 NYCD, 44 O O Magazine, 14, 24 Oakley, 393, 399 Ocean Spray, 159 Odeo.com, Odwalla, 148, 373 Office Depot, 187, 198, 216, 350, 566 OfficeMax, 357, 644 Olay, 491 Old Navy, 159, 374, 648 Old Sturbridge Village, 301 Olive and Bette’s, Olive Garden, 253 Olson Zaltman, 161 Olympus, 415 Omega watches, 303 ONE, Inc., 470 1-800-FLOWERS.com, 349, 434 O’Neal, Shaquille, 530 Oracle, 38, 79, 191, 318, 324, 561 Orbitz.com, 114 Organic Valley Farms, 109 Oriental Weavers, 22 Orman, Suze, 14 Orsi, Lou, 349 Orville Redenbacher, 378 Osborne, John B., 261 Osbourne, Ozzy, 652 Oscar Mayer, 301 Otellini, Paul, 209 Outdoor Discovery Schools, 361 Overby, Christine, 432 Owens Corning, 387 Ozzie, Ray, 398 P Pacific Disaster Center, 74 Padilla, Jim, 277 Page, Larry, 18 Pampered Chef, 417, 473 Panasonic, 365, 490 Panera bread, 632 Papa John’s, 114, 216 Paper Denim & Cloth, 391 Parade, 542 Parlin, Charles C., 248, 271 Parra, Ro, 644 Passikoff, Robert, 651 Patagonia, 246, 247 Paul, Libbey, 340-341 Pavlo, Walter, 96 PayPal, 214, 215 PBS, 490 Peanut Butter & Co., 302 Peanuts, 531 Peapod, 263 Pecor, Stacey, Pence, Dennis, 462 Pennington, Ty, 595 Penske Logistics, 432 Penske Truck, 223, 224 PeopleSoft, 561 Pepperidge Farm, 381 PepsiCo, 18, 45, 94, 108, 157, 232, 234, 288, 344, 380, 381, 405, 502, 508, 571, 588 Perez, Antonio, 38 Performance Bike, 566 Perrier, 564 Petgearinc.com, 375 PetSmart, 374, 375 Pettit, Mark, 152 Pfizer, 78, 292, 389, 416, 499 Pharmaceutical Research and Manufacturers of America, 77 Philips, 240, 374 Piaggio USA, 290 Pier I, 430 Pierre Cardin, 392 Piggly Wiggly, 481 Pike Place Market, Pillsbury, 8, 235, 354 Pinkerton, 355 Pioneer, Pixar, 501 Pixar Animation Studio, 10 Pizza Hut, 148, 228, 275, 348, 349, 429, 500 Pizzeria Uno, 11 Planters, 384 Polaroid, 263 Polished Social Image Consultants, 219 Porsche, 307, 308, 354, 381, 382, 574, 594 Porter, Michael E., 43 Post, Denny, 175 Post, Peter, 219 Post Cereal, 275 Pottery Barn, 457, 506, 565, 566 PPG Industries, 197 Prada, 5, 604 Praxair, 184 Prevor, Barry, 648 Priceline.com, 15, 625 PricewaterhouseCoopers, 195 Proactiv, 508 Proctor & Gamble, 108, 118, 130, 189, 215, 216, 231, 240, 292, 315, 326, 329, 362, 376, 377, 381, 383, 389, 393, 396, 431, 486, 496, 527, 528 Progresso, 379 Propel Fitness Water, 491 ProQuest Direct, 255 ProSource Wholesale Floorcoverings, 425 Prudential Insurance, 384 Public Broadcasting Service, 13 Puck, Wolfgang, 661 Puffs, 159 Pulte Homes, 252 Pur, 158 Purex, 379 Purina, 373, 375 Q Quaker Oats, 99 Quantas Airways, 355, 569 Questrom, Allen, 406 Quizno’s, 164 Quiznos Subs, 429 QVC, 126, 474, 508, 638, 651, 661 Qwest, 92 R R/GA, 532 Radio One, 292 Radio Shack, 282 Radisson, 34 Rags Land, 565 Rainforest Café, 459 Ralph Lauren, 235, 322, 360 Random House, 235 Raney, Brian, 246 Rapid Supplies, 643 Rascoff, Joe, 142 Raukko, Tanya, 153 Reader’s Digest, 542 RealNetworks, 79 Recreational Equipment, 500 Red Cross, Reebok, 226, 497, 524 Reed, Charlotte, 374 Regus Group, 358 REI, 115, 126, 440, 607 RelevantKnowledge, 134 Remington, 189 Renaissance Urban Media Group, 152 Renewable Environmental Solutions, 12 Replay TV, 321 Republican party, 17 Research In Motion, 50 Restoration Hardware, 246, 457 Revlon, 189 Reynolds Metal, 89 Rice, Paul, 233 Riedlinger, Michael, 366 Ritz-Carlton, 352 Road to Wealth, The, 14 Robb Report, 542 Robinson, Amy, 565 Roche, 76, 499 Rockstar Games, 157 Roddick, Andy, 497 Rodreguez, Alex, 15 Roethlisberger, Ben, 15, 486 Rogers, Kenny, 279 Rolex, 222, 231, 421, 504 Rolls-Royce, 185, 381 Romano’s Macaroni Grill, 252 Ronco, 508 Rooney, Wayne, 530 Roots Clothing, 307 RoperASW, 256, 296, 297 Rorsted, Kasper, 191 Rosenblatt, Sherrie, 650 Rowley, Cynthia, 381 Royal Caribbean, 5, Royal Dutch/Shell Group, 213 Royal Philips Electronics, 195 Rubel, Steve, 22 Rubernstein’s of New Orleans, 463 Ruby Tuesday, 43 Rush Hour Media, 544 Ruskin, Gary, 99 Ryan, Eric, 393 Ryder, 355 S S Abraham & Sons, 470 S C Johnson, 492, 579 Safeway, 13, 426, 462 Saks Fifth Avenue, 118, 155, 459 SalesConference.Net, 571 Salesforce.com, 324 Salesnet, 324 Salon Selectives, 587 Sambrotto, Colby, 634, 635 Sam’s Club, 51, 464, 589, 600 Samsung, 22, 141, 167, 210, 211, 216, 365, 427 Sanofi-Pasteur, 75 Sanyo Electric, 421 SAP AG, 191, 195, 323, 324, 432, 492 SAP America, 180 Sara Lee, 107, 180, 351 Sargent, James D., 99 Sato Pharmaceuticals, 530 Saturn, 146, 659 Saunders, Anne, 242-243 Save the Children, SBC Telecommunications, 46, 78, 382, 383 Scarborough Research, 299 Schaefer, Bonnie, 453 Schaefer, Marla, 453 Schick, 362, 394, 486 Schiffer, Claudia, 531 Schroeder, Scott, 153 Schultz, Howard, Schwarzennegger, Arnold, 610 Science Diet, 298 Scientific-Atlanta, 393 Sea World, 594 Seam, The, 182 Sears, 152, 163, 214, 289, 359, 457, 464, 506, 595 Second City, The, 144, 244, 342, 410, 484, 598, 664 Seddon, Tom, 510 See’s Candies, 643 Segway, 363 Sehring, Jonathan, 422 Seigel, Mark, 109 Seiko, 230 Sentry Hardware, 429 Sephora, 509 Service Employees International Union, 17 7-Eleven, 481 Shabby Chic, 381 Shapiro, Mark, 53 Sharapova, Maria, 15 Sharp, 637 Sharper Image, 246, 586 Shatner, William, 15 Shaw Group, 176 Shaw’s Supermarket, 49 Shell, 17, 79, 164, 387 Shellito, Melanie, 114 Sherry, Linda, 291 Shiffman, Roger, 363, 364 Shoebuy.com, 617 ShopLocal LLC, 18 ShopNBC, 508 Shopping.com, 120 Shopzilla.com, 617, 660 Shore, Steve, 648 Siebel Systems, 38, 561 Siemens, 191, 230 Silpada, 565 Simmons, 34 Simon & Schuster, 604 36380_21_EOC_pA1-I12.qxd 4/2/08 1:44 PM Page Name and Company Index Simpson, Jessica, 376 Sinatra, Frank, 345 Singapore Airlines, 10, 185 Sirius Satellite Radio, 6, 344, 345, 346 Six Flags, 53, 79, 107 Skechers, 373, 639 Skype, 584 Slim-Fast, 307 Slingbox, 565 SmartOrg, 266 SmartVideo, 20 Smith & Hawken, 181 Smithfield, 496 Snapple, 337, 559 SOFRES, 388 Softtek, Sony, 8, 49, 288, 308, 380, 531, 559, 638, 643, 661 Sony BMG, 141 Sony Ericsson, 81, 211 Sony ImageStation, 643 Sony Music, 116 Sony Online Entertainment, 116 Sony Pictures, 116, 263 Sony.com, 116 Soon, Lee Hyun, 241 Sorrells, Leigh, 612 Southern Energy Homes, 275 Southwest Airline, 51, 110, 112, 115, 127, 133, 159, 162, 349, 608 Southwestern Bell, 382, 383 Spector, Robert, 315 Sperling, Samantha von, 219 Spiegel, 473 Spielberg, Steven, 530 Sports Business Daily & Journal, 524 Sports Illustrated, 486 Sprint, 142, 345, 527, 565, 569 SRI Consulting Business Intelligence, 296, 297 SRI International, 296 St Helena’s Residence, 24 St Joseph’s Health Care London, 192 St Jude Children’s Research Hospital, 13 Staples, 102, 276, 380, 589, 604, 644 Starbucks, 2, 80, 81, 102, 108, 116, 148, 150, 207, 230, 233, 298, 320, 347, 373, 382, 393, 502, 511 Starch Readership Report, 550 Starr, Ringo, 386 StarTV, 231 Starwood Hotels, 307, 569 STATS ChipPAC, 188 Steen, Garnet, 98 Stefani, Gwen, 549 Stein Mart, 465 Stern, Howard, 6, 344, 345, 346 Steve & Barry’s University Sportswear, 648, 649 Steve Madden shoes, 379 Stevens, Thomas M., 635 Stewart, Martha, 595 Stock, Keith, 569 Stolichnaya, 234 Stonyfield Farms, 474 Stop & Shop, 640 Stouffer’s, 308 Stride Rite Corporation, 386 Strigl, Denny, 660 Struck, Patricia, 291 StubHub.com, 603 Subaru, 23, 328 Subway, 23, 251, 429, 509, 510 Sullivan, John, 365 Sun Life of Canada, Sun Microsystems, 79, 186, 214, 359, 515 Sunkist Growers, 384 Sunoco, 99 Supercuts, 586 Supervalu, 161, 426 Survey Sampline International, 262 Suzuki, 530 Swahn, Hakan, 86 Swartz, Addie, 289 Sweepstakes Online, 594 Swiffer, 337 Swinand, Andrew, 596-597 Swinmurn, Nick, 412 Sybase, 186 Synergy Brands, 79 Synovate, 253 Syntax, 637 T T J Maxx, 374 T-Mobile, 79, 81, 282, 522, 526 Taco Bell, 632 Tag Heuer, 15, 159, 456 Tallman, Cheryl, 421 Target, 13, 45, 51, 119, 125, 127, 160, 214, 299, 329, 330, 374, 380, 388, 398, 452, 639, 648, 649, 650, 651, 659 Tastefully Simple, 417, 565 Tauzin, Bill, 78 Taylor-Made Contractors, 24 TechSmith, 22 Teenage Research Unlimited (TRU), 259 Telemundo, 93 Tenet Choices, 17 Territory Ahead, 661 Tesco, 481 Tetra Tech FW, 183, 187, 200 Texaco, 387 Texas Instruments, 21, 80, 95, 230 T.G.I Friday’s, 309, 460 Thomasville, 381 Threadless.com, 157 Thun, Michael, 98 Thurman, Uma, 15 Tianjin FAW Xiali Automobile Co., Ltd., 91 Tickets.com, 652 TicketsNow.com, 603 Tiffany, 154, 295, 352, 353, 374, 379, 638 Timberland, 24 Timberline Four Seasons Ski Resort, 16 Time Magazine, 275 Time Warner, 292, 316, 569 Time Warner Cable, 93 Timex, 230 Timoni, Paolo, 290 Tito, Denis, 154 TiVo, 22, 259, 321, 419, 540 T.J Maxx, 465 Today Show, 548 Tonight Show, The, 539 Torbin Fuller, 610 Torre, Joe, 530 TowerStream, 11 Townsend, Justin, 500 Toy fair, Toyota, 47, 49, 76, 91, 102, 119, 133, 146, 147, 213, 235, 240, 241, 355, 359, 395, 405, 500, 502, 522, 537, 560, 659 Toys “R” Us, 125, 127, 179, 365 Trader Joe’s, 350, 481, 609 TransUnion, 85 Travelocity, 87 TravelSmith, 661 Travis, Nigel, 216 Treasury Department, 101 True Value, 330 TruServ, 330 TRUSTe, 124 Tupperware, 417, 565 TV Guide, 542 TV One, 292 Twinings, 373 Ty Pennington Style, 595 Tyco, 24 Tyco International, 95, 107 Tyson Foods, 174, 307, 405, 430, 431 U U2, 13 UB Group, 142 uBid.com, 652 Ullman, Mike, 406 Ulrich, 255 Umbria, 257 Uniform Commercial Code, 552 Unilever, 118, 174, 189, 234, 240, 263, 308, 381, 387, 527, 579 Union Pacific, 437 United Airlines, 162, 163, 338, 636 United Stationers, 468 United Technology, 185 Unitime Imports, 470 Universal, 141, 175 Universal Music Group, 49 Universal Service Fund, 85, 86 Universal Studios Amusement Park, 79 Univision, 93 Upjohn, 417 Upper Deck, 15 UPS, 5, 107, 115, 185, 216, 416 Urban Outfitters, 5, 136 U.S Army, 17 U.S Cellular Corp., 318 U.S Department of Defense, 17 U.S Postal Service, 7, 437 US Airways, 163 USA Today, 131, 542 V V-Inc, 365 Vail Mountain, 359 Valentino, 610 ValPak Marketing Systems, 130 ValPak.com, 594 Valu-Rite Pharmacies, 461 Van Cleef & Arpels, 159 Varian Medical Systems, 323 VeriSign, 123 Verizon, 20, 21, 79, 80, 109, 230, 292, 527, 594, 660 Vermont Country Stores, 247 Versace, 350, 423, 549 Vespa, 22, 290, 323 Vetere, Bob, 375 Victoria’s Secret, 382, 604 Viking Energy Management, 192 Virgin, 392 Virgin Atlantic, 338, 526 Virgin Mobile USA, 543 Virgin Records, 142 Virtuosity, 454 Visa, 107, 139, 155, 164, 320, 495 Vizio, 167 Volkswagon, 4, 405, 659 Volvo, 146, 147, 159, 314, 400 Vonage, 11, 92, 131, 316, 584 W Wachovia, 119, 120 Wal-Mart, 2, 13, 15, 25, 45, 51, 52, 86, 87, 95, 102, 118, 119, 127, 134, 149, 163, 187, 189, 208, 213, 214, 256, 292, 294, 299, 311, 328, 329, 330, 379, 380, 381, 400, 406, 426, 431, 436, 439, 481, 547, 579, 600, 618, 625, 639, 640, 641, 644, 646, 648, 649, 650 Walgreens, 161, 463 Walker, Alice, 623 Walt Disney, 10, 50, 215, 368, 382, 501, 588 I-5 Wanamaker, John, 515 Wanli, Zhang, 215 Warner, W Lloyd, 154 Warner Brothers, 497 Warner Music, 141 Warwick, Ken, 278 Washington Mutual, 159 Waterford, 425 WebEx, 357 WebStakes, 587 Weight Watchers, 174 Weinstein, Harvey, 53 Wendy’s, 5, 133, 259, 289, 308, 633 Western Auto, 429 Westin Hotels & Resorts, 34 Westinghouse, 380, 637 Weston Solutions, 200 Weyerhaeuser, 355 Wheatley, Marie Belew, 85 Whirlpool, 263, 661 White, Joe, 471 White Hen Pantry, 462 Whole Foods Market, 11, 481 Whyville.net, 537 Wie, Michelle, 531 Wientzen, H Robert, 506 Wild Planet, 327 Wilks, Ken, 375 William Morris Agency, 531 Williams, Patricia, 511 Williams, Paul, 662-663 Williams-Sonoma, 132, 457, 506 Windsor Hotel, 35 Winfrey, Oprah, 6, 14, 24, 530 WNET, 320 Women of the Storm, 17 Wonder, Stevie, 279 Woods, Tiger, 13, 15, 530, 531 Wootan, Margo, 99 World Cultures Fund, 22 World Trade Organization, World Wide Web, 19 WorldSpace, 345 WPP Group, 318 Wrigley’s, 232, 275, 398, 611 Wyeth, 84 Wyndham Hotels & Resorts, 360 Wynn Esplanade, 457 X Xerox, 189, 358, 386, 569 Xiang, Liu, 214 XM Satellite Radio, 6, 344, 345, 346, 541 Y Yahoo!, 19, 22, 50, 125, 131, 132, 133, 153, 167, 221, 240, 256, 261, 326, 393, 493, 538, 544 Yangpu Oil Barter Exchange, 234 Yankee Group, 345 Yao Ming, 226, 497 Yellow Pages, 538, 544 Yesmail, 321 Yoo, Richard, 482-483 Young & Rubicam, 382 Z Zappos.com, 7, 412–413, 434 ZEKS Compressed Air Solutions, 569 Zeta-Jones, Catherine, 526 Zetsche, Dieter, 639 Zingy, 21 Zippo, 239, 366, 367, 405 Zizzle, 364 36380_21_EOC_pA1-I12.qxd 11/15/06 3:40 PM Page subject index Note: Page numbers in BOLD indicate major discussions or definitions Page numbers preceded by an “A” indicate appendix pages A accessory equipment, 355–356 accounting data, 252 acculturation, 151 ad takeovers, 539 administered marketing systems, 428 adopter categories, 394–395 adoption process, 394–396 advergames, 537 advertising See also promotions celebrity testimonials, 530–531 clutter in, 530 comparative, 529–530 cooperative, 423, 532 corporate, 527 cost of, 513–515 creating, 533–534 definition of, 527 development and preparation, 536–537 direct mail, 542 drug costs and, 499 ethics in, 552–553 etiquette tips for, 529 infomercials, 508 informative, 528 institutional, 527 interactive, 532–533, 537–538, 543–544 in magazines, 542 measuring effectiveness of, 549–550 media alternatives, 539 media scheduling, 544–545 message tone, 534–535 minimum advertised pricing, 643 in newspapers, 541–542 objectives of, 527–528 organizational arrangement, 545–546 outdoor, 542–543 on package protection, 388 persuasive, 528 planning process, 534 point-of-purchase, 588–589 pop-up, 538 product, 527 in product life cycle, 528 in promotional mix, 499, 503, 512 on radio, 540–541 regulation of, 85 reminder, 528 retail, 531–532 sexual imagery in, 536 specialty, 587–588 strategies for, 529–533 subliminal, 161 on television, 539–540 vs sponsorships, 504–505 wacky, 559 advertising agencies, 545–546 advertising campaign, 534 adware, 538 affinity marketing, 320 African Americans consumer behavior, 152 market segmentation of, 291–292 age factors, 288–290 agent intermediaries, 419, 470–472 AIDA concept, 492–493 AIO statements, 296 air freight industry, 437 airline industry customer service costs, 338 Internet ticketing, 110–111 I-6 yield management, 623 allowances, 643 ambush marketing, 505 American Association of Retired Persons, 85 analysts, 383 Anti-A&P Act, 603 Anticybersquatting Consumer Protection Act, 83 antimonopoly period, 82 antitrust lawsuits, 78, 79, 424, 614 application service providers (ASPs), 321 approach, 574–575 Asch phenomenon, 154 Asian Americans consumer behavior, 152–153 market segmentation of, 292 atmospherics, 459–460 attitudes, 162–163 auction house, 471 autodialing, 566 automatic merchandising, 474–475 automobile industry exclusive distribution in, 423 foreign investment in, 235 pricing strategies, 639 sales forecasting, 277 average total costs, 614 B baby boomers, 289–290 backward integration, 428 banner advertisements, 537–538 basing-point pricing, 645 BCG matrix, 52–53 benchmarking, 358–359 billboards, 542–543 billboards (TiVo), 540 birdyback service, 438 blind product test, 550 blogs, 128–129, 130 body copy, 537 bonus packs, 586–587 bots, 120, 654 bottom line, 13 Brand Asset Valuator, 382 brand equity, 381–383 brand extensions, 391 brand insistence, 379 brand licensing, 391–392 brand manager, 383–384 brand mark, 384 brand names, 384–386 brand personality, 382–383 brand preference, 379 brand recognition, 379 brands and brand loyalty See also category management captive, 380–381 family and individual, 381 managing for competitive advantage, 378–384 manufacturers’ vs private brands, 380 segmentation by, 299 breakeven analysis, 619–620 evaluation of, 621 modified, 621–622 brick-and-click retailers, 474 broadband technology, 20 broadcast media, 538 broker intermediaries, 471 budgeting See also costs of promotional strategy, 511, 513–515 bundle pricing, 655 business analysis, of product idea, 398–399 business buying analysis tools for, 197–198 buying center concept, 198–199 categories of, 196–197 decision factors in, 192–194 process model of, 194–196 business cycle stages, 86–87 business intelligence, 266 business market components of, 180–181 foreign, 182 business plan See also marketing planning components of, A–60 to A–61 business portfolio analysis, 52 business products, 280, 350 accessory equipment, 355–356 classification of, 355 component parts and materials, 356 installations, 355 raw materials, 356 supplies, 356–357 business services, 357–358 business-to-business (B2B) marketing, 178–180 business products, 350 buyer-seller relationships in, 186–187, 326–328, 328–331 characteristics of, 184–185 classification system, 183 demand, 188–189 e-marketing, 116–119, 181–182 international, 187–188 make, buy, or lease decision, 189–191 personal selling in, 567–568 promotional mix, 510 purchase decision process, 185–188 segmentation, 182–185 strategic alliances, 330–331 strategy development, 200–203 team selling in, 570 vs consumer marketing, 179 business-to-business databases, 329 business-to-consumer (B2C) e-marketing, 119–123 consumer products, 350 buyer intentions survey, 269 buyer partnership, 327 buyer-seller relationship in B2B marketing, 186–187, 326–328 customer winback, 325 improvement of, 328–331 maintaining, 319–320 relationship marketing for, 315–317 buyers, 199 buyer’s market, buyer’s remorse, 169 buying See also business buying; consumers business decisions about, 191–194 in interactive marketing, 114–115 online, 122–123 by professional merchandiser, 194 web-to-store, 133 buying center concept, 198–199 buzz marketing, 22, 323, 502 C c-business, 118 campus ambassadors, 502 cannibalization, 394, 654 captive brands, 380–381 carrier classes, 434–435 cash discounts, 641–642 catalog sales, 473, 506–507 categories, 52 category advisor, 194 category killer, 463 category management, 383–384 See also brands and brand loyalty in retailing, 453 cause marketing, 14, 16 celebrity endorsements, 15, 524–525, 530–531 See also person marketing cell phone jamming, 366 census data, 255 Central American Free Trade Agreement-DR (CAFTA-DR), 225 chain stores, 461 channel captain, 426 channel conflicts, 127 channel for message delivery, 493 charitable solicitations, 51 checkoffs, 496 children in consumer behavior, 156–157 ethics in targeting, 99 in family life cycle, 293–294 market segmentation, 288–289 online privacy protection, 82 Children’s Online Privacy Protection Act, 82, 83 Clayton Act, 83, 603 click-through rate, 133, 516, 551 closed sales territories, 425 closing, 576 cluster sampling, 257–258 cobranding, 328 cognitive dissonance, 168–169 cohort effect, 288 cold calling, 575 cold storage, 439 collaborative planning, forecasting, and replenishment (CPFaR), 330 comarketing, 328 commercial market, 180 commercialization of product, 399–400 commission, 581 commission merchants, 470–471 common carriers, 434–435 common market, 223 communication process, 492–495 community shopping center, 457 comparative advertising, 529–530 comparison shopping, 352, 654 compensation of sale force, 581 competition exclusive distribution and, 424–425 laws maintaining, 83 in marketing plan, A–69 to A–70 monopolistic, 613 Porter’s five forces model and, 45 in pricing objectives, 608 pure, 613 time-based, 81 types of, 79–80 competitive advantage, sustainable, 43 competitive analysis, A–60, A–63 competitive bidding, 652 36380_21_EOC_pA1-I12.qxd 11/15/06 3:40 PM Page Subject Index competitive environment, 78–81 competitive intelligence, 266–267 competitive pricing strategy, 640–641 competitive strategy, 80–81 complaint effectiveness, 651 component parts and materials, 356 concentrated marketing, 302 concept testing, 398 consolidated metropolitan statistical area (CMSA), 286 consultative selling, 569 consumer adoption process, 394–396 consumer advocates, 322–323 consumer behavior cultural influences, 149–153 decision process, 165–170 definition of, 148 in demand shortages, 268 ethnicity in, 150–153 family influences, 156–158 learning theory and, 163–164 personal determinants of, 158–165 postpurchase evaluation, 168–169 problem-solving process, 169–170 self-concept theory, 165 social influences, 153–155 consumer fraud data protection, 322 against seniors, 291 Consumer Goods Pricing Act, 605 consumer innovator, 394 consumer marketing direct selling in, 417 segmentation of, 283 vs B2B marketing, 179 consumer orientation, 9–10 consumer-oriented sales promotions, 586–588 Consumer Product Safety Act, 83, 400 consumer products, 280, 350–351 classification of, 353–354 consumer protection complaint effectiveness, 651 consumer interest groups, 84–85 consumer rights, 94 gift card fees, 455 government regulation, 82–84 product safety and liability, 400 telemarketing, 566 warning labels, 389–390 consumer service classifications, 353 Consumer Telephone Records Act, 83 consumerism, 93–94 containerization, 437, 440 contests, 587, 589 contract carriers, 435 contract logistics firms, 432 contractual marketing systems, 428–430 controlled experiment, 263 convenience products, 351–352 convenience retailers, 461 convenience sampling, 258 conversion rate, in web-based shopping, 133 conversion rate measurement, 516 cookies, 552 cooperative advertising, 423, 532 core based statistical area (CBSA), 285 core competencies, 46, A–64, A–68 core regions, 286 corporate advertising, 527 corporate marketing systems, 428 corporate web sites, 115–116 cost analysis, 252 cost per impression, 516 cost per response (click throughs), 516 cost per thousand, 549, 551 cost-plus pricing, 618 cost recovery, 610 costs of advertising, 533 average total, 614 of drug marketing, 499 fixed, 614 marginal, 614 of marketing, 23–24 of promotional strategy, 513–515 variable, 614 countertrade, 233 coupons, 586 creative selling, 572 creativity, 17–18 critical thinking, 18 cross-promotion, 548–549 cross-selling, 569 cue, 163 cultural influences on African American consumers, 152 on Asian American consumers, 152–153 on consumer behavior, 149–153 core values, 149–150 on Hispanic-American consumers, 151–152 international perspectives on, 150 subcultures, 150–151 cumulative quantity discounts, 642 customary prices, 611 customer-based segmentation, 183 customer creation, customer loyalty, 4, 21–22 customer organization of sales force, 579 customer relationship management systems, 184 See also relationship marketing benefits of, 323–324 definition of, 323 problems with, 324 software selection, 324 customer satisfaction feedback on, 318 measurement of, 250–251 program evaluation, 331–332 in relationship marketing, 317–318 customer service e-business, 126–127 handling angry customers, 168 in retail transactions, 459 as retailing strategy, 454 voice response menus, 193 customer-service standards, 434 customer-type segmentation, 182–183 customer winback, 325 customs union, 223 cyberspace regulation, 82 D data collection, 252–257 data mining, 266 database marketing, 320–322 in direct marketing, 505 in integrated marketing communications, 491 dealer incentives, 589 deciders, 198 decision-making process, 165–170 decline stage of product, 366–367 decoding message, 493 deflation, 88 deletion, of product, 369 Delphi technique, 269 demand, 613 in business-to-business marketing, 188–189 elasticity of, 617–618 primary, 496 as promotion objective, 496–497 selective, 497 demarketing, 89 demographic segmentation, 182, 287–295, 295 demographics See also market segmentation core regions, 286 household types, 294 online shoppers, 122 urban data classification, 285–286 demonstration, 575–576 department stores, 464 deregulation movement, 78 derived demand, 188 desires, 11 differentiated marketing, 300 Digital Millennium Copyright Act, 83 direct channel, 416 direct investment, international, 229–230 direct mail, 417, 418, 472–473, 506, 542 direct marketing, 472–475, 501, 503, 505–509 direct-response retailing, 473–474 direct sales results test, 515 direct sampling, 491 direct selling, 416–417, 473 discount houses, 464 discounts, 641–644 discretionary income, 88 discrimination, 287 distribution channel See marketing channel distribution intensity, 422–425 distribution strategies, 49 See also marketing channels ethics in, 98 international, 232 sample, A–71 Do Not Call Registry, 82, 507 downstream management, 430 drive, 163 drop shipper, 470 drug marketing costs, 500 dual distribution, 419 dumping, 223 E e-business (electronic business) See also Internet; online shopping business-to-business, 116–119, 181–182 business-to-consumer, 119 capabilities and benefits, 114–115 channel conflicts, 127 definition, 114 electronic data interchange, 117 government buyers’ use of, 201 Internet fraud, 124–126 online payment systems, 123–124 privacy issues, 124 private exchanges, 118 web-based promotions, 129–130 web site design, 126–127 web site effectiveness, 133–134 web site types, 115–116 e-procurement, 118–119 e-tailing, 119 early adopter identification, 395–396 ecology, 101–102 economic depression, 87 economic environment, 86–91 business cycle stages, 86–87 inflation and deflation, 87–88 international, 90–91, 217–218 resource availability, 89–90 unemployment, 88 economic integration, international, 223–226 economic theory, price determination in, 613–614 80/20 principle, 298 elasticity, 615–618 electronic bulletin boards, 128 electronic data exchange, 329 electronic data interchange, 117 electronic exchanges, 118 electronic shopping cart, 119 Electronic Signature Act, 83 electronic signatures, 124 electronic storefronts, 119–120 I-7 electronic wallet, 123 e-mails, in micromarketing, 302 embargo, 222 emergency goods and services, 351 employee satisfaction, 315 encoding message, 493 encryption, 123 Encyclopedia of Associations (Gale), 255 end-use application segmentation, 184 Engel’s laws, 294–295 enterprise resource planning (ERP) system, 432 entertaining foreign guests, 219 environmental management, 77 environmental risk evaluation, 42 environmental scanning, 77 esteem needs, 159 ethics, 24–25 cell phone jamming, 366 charitable solicitations, 51 data protection, 322 direct mail tactics, 506 in distribution, 98–99 drug marketing costs, 500 ethanol, 616 fair-trade pricing, 234 funeral business, 424 gift cards, 455 Internet privacy issues, 125 in marketing environment, 94–100 in marketing research, 97–98 nonpersonal selling, 552–553 in personal sells, 583–584 in pricing, 99–100 in product strategy, 98 in promotion, 99 public relations, 553 questionnaire on, 97 sale quotas, 582 sales forecasting, 268 scams and seniors, 291 seafood labeling, 390 sexual advertisements, 536 shipping slowdowns, 647 tobacco sales, 96 vendor gifts, 186 video game restrictions, 157 ethics programs, 95–96 ethnicity in consumer behavior, 150–153 segmentation by, 290–293 in target marketing, 47–48 ethnographic studies, 265 etiquette tips advertising, 529 blogging, 130 charity in workplace, 89 complaint effectiveness, 651 direct-mail piece preparation, 418 discrimination, 287 diverse audiences, 495 foreign guests, 219 forms of address, 15 gift giving, 347 golfing manners, 570 handling angry customers, 168 handling interruptions, 40 phone surveys, 260 retail transactions, 459 rude people, 325 technical jargon, 385 tipping do’s and don’ts, 612 voice response set-up, 193 European Union, 225–226 evaluation criteria, 167 evaluation of sales force, 582–583 event marketing, 14, 16–17 everyday low pricing (EDLP), 639–640 evoked sets, 167 exchange control, 223 exchange functions, 23 exchange process, exclusive dealing agreement, 425 36380_21_EOC_pA1-I12.qxd I-8 11/15/06 3:40 PM Page Subject Index exclusive distribution strategy, 423–425 executive summary, A–60, A–63, A–67 expectancy theory, 580 expenditure patterns, 294–295 experimental research method, 263–264 exploratory research, 252 exponential smoothing, 270 export brokers, 471 exports, 212 See also global marketing strategy countertrade, 234 Export Trading Company act of 1982, 221 service and retail, 214–216 trade barriers, 221–223 extended problem solving, 170 external customers, 314 F facilitating functions, 23 facilities plan, A–61 Fair Packaging and Labeling Act, 400 fair-trade laws, 604–605 family brands, 381 family influences, 156–158 family life cycle, 293–294 “fast fashion” strategy, 458 fast-food industry, 632–633 fax surveys, 262 fear appeals, 534–535 Federal Food and Drug Act, 83 Federal Trade Commission Act, 83 feedback, 493 field selling, 565 fighting brands, 605 financing plan, A–61 firewall, 124 first mover strategy, 45 fishyback service, 439 five forces model of planning, 43–45 fixed costs, 614 fixed-sum-per-unit method, 514 Flammable Fabrics Act, 400 flanker brands, 393 FOB origin, 644 focus groups, 260–261 follow-up, 576–577 Food Allergen Labeling and Consumer Protection Act, 390, 400 forecasting market share, 300 Foreign Corrupt Practices Act, 221 foreign guests, 219 foreign licensing, 228–229 form utility, 5–6 forward integration, 428 franchise, 228, 429–430 free on board plant, 644 free shipping, 644 free trade area, 223 Free Trade Area of the Americas (FTAA), 225 freight absorbed price, 644 freight forwarders, 438 frequency, 544 frequency marketing, 319–320 friendship, commerce, and navigation (FCN) treaties, 220 full-cost pricing, 618–619 full-service research suppliers, 250 functions, of marketing, 23–24 funeral industry, 424 G gas prices, 641 gatekeepers, 198 gender in hardware DIY marketing, 38–39 segmentation by, 287–288 General Agreement on Tariffs and Trade (GATT), 224 general-merchandise retailers, 463–465 Generation X, 289 geographic information systems (GIS), 286 geographic market concentration, 185 geographic organization of sales force, 579 geographic segmentation, 283–286 gift cards, 455 gift giving, 347 global markets, 7–8 brand names and trademarks, 387 geographic segmentation in, 283–284 implementation costs of, 231 importance of, 213–217 marketing environment, 217–218 multinational economic integration, 223–226 online pricing, 653–655 political-legal environment, 220–221 price determination in, 624–625 psychographic segmentation, 297 research for, 264 social-cultural environment, 218 strategic development, 227–234 technological environment, 219–220 U.S as target of, 234–235 globalization, 4, 226–227 goals statement, A–64 golfing manners, 570 goods-services continuum, 348 government data collection, 254 government markets, 200–201 government regulation, 82–84, 400 government regulatory agencies, 84 grassroots marketing, 322 gray market, 427 green marketing, 102 gross domestic product, 86, 212 gross rate point, 545 group purchasing, in institutional markets, 202 growth stage of product, 364–365 guerilla marketing, 502, 503 Guide to International Periodicals (Ulrich), 255 H headlines, 537 Helms-Burton Act, 221 high-involvement purchase decisions, 165 Highway Beautification Act, 543 Hispanic-Americans consumer behavior, 151–152 market segmentation, 291–292 hits, 551 home sales, 634–635 home shopping channels, 508, 661 homeshoring, 349–350 horizontal conflict, 427 human resources plan, A–61 humor in advertising, 535 hypermarkets, 464 hypothesis, 252 I idea generation, 398 illustrations, 537 import quotas, 222 imports, 212 trade barriers, 221–223 impressions, 551 impulse goods and services, 351 inbound telemarketing, 566 income, 88 income patterns, 294–295 incremental-cost pricing, 619 independent retailers, 461 independent wholesaling intermediaries, 469 indirect evaluation, 515 individual brands, 381 industrial distribution, 418 industrial products, 350 inelastic demand, 189 inflation, 87–88 influencers, 198, 323 infomercials, 508 informative advertising, 528 infrastructure, 217 inquiry tests, 551 inside selling, 566–567 installations, 355 institutional advertising, 527 institutional markets, 201–202 integrated marketing communications (ICM), 49, 488, 489–490 See also promotion business importance, 517 communication process in, 492–495 database role in, 491 diverse audiences, 495 economic importance, 517–518 noise in, 494 promotional mix, 498–503 pulling and pushing strategies, 512–513 social importance, 517 sponsorships, 503–505 teamwork in, 490–491 intensive distribution strategy, 423 interactive advertising description of, 532–533 evaluation of, 551 types of, 537–538 interactive marketing, 19–20, 114–115 interactive media, 543–544 interactive television, 321 intermediaries, 418–419 intermodal coordination, 438–439 intermodal operations, 435 internal customers, 314–315 internal marketing, 314–315 internal partnerships, 327 international direct investment, 229–230 international markets, 202–203 marketing environment, 217–218 Internet See also e-business; online shopping; web sites access competition, 79–80 advergames, 537 airline ticketing, 110–111 in B2B marketing, 117 blogs, 128–129, 130 conversion rate measurement, 516 cookies, 552 as direct marketing channel, 508 in direct selling, 417 frequency marketing initiatives, 320 functions of, 127 government regulation, 82 interactive advertising on, 532–533, 537–538, 543–544, 551 marketing research via, 256–257, 262–263 number of users, 113 online communities, 128 phishing, 125 pop-up advertising, 538 privacy issues, 124 promotions on, 129–130 virtual reality, 161 voice over Internet protocol, 92 Internet fraud, 124–126 Internet marketing, 19–20 Internet protocol television, 20 Internet retailing, 474 interpretive research, 259, 265 interruptions, handling, 40 interstitial ads, 538 introductory phase of product, 363–364 inventory, vendor-managed, 329–330 inventory adjustments, 189 inventory control systems, 440 ISO 9002, 358 ISO (International Organization for Standardization) certification, 220 J jargon, 385 joint demand, 188 junk mail, 418, 473, 542 jury of executive opinion, 268–269 just-in-time inventories, 189 K keyword ads, 538 L l, 648–649 label warnings, 390 labeling, 389–391 Lanham Act of 1946, 386 lateral partnerships, 328 leader merchandise, 650 leader pricing, 649–650 learning theory, 163–164 legal issues See also political-legal environment brand names, 386 contractual agreements, 228–229 in exclusive distribution, 424–425 in funeral industry, 424 gift card fees, 455 laws maintaining competitive environment, 83 in pricing, 602–605 product safety and liability, 400 shipping slowdowns, deliberate, 647 telemarketing, 507 tobacco sales, 96 trade dress, 387 warning labels, 390 leverage, 46 life-time value of customer, 21, 331 LifeMatrix, 296 lifestyle center, 457 limited-line retailers, 463 limited problem-solving, 169–170 limited-services research suppliers, 250 line extensions, 363, 391 list price, 641 location/distribution strategy, 456–457 logistics, 414 See also supply chain management; transportation cost control, 432–433 enterprise resource planning system in, 432 inventory control systems, 440 materials handling system, 440–441 order processing, 440 radio frequency identification in, 431–432 supply chain management and, 430–433 third-party, 432–433 loss-leader, 604, 649–650 low-involvement purchase decisions, 165 M magazine advertisements, 542 mail-order wholesaler, 470 mail surveys, 261–262 make, buy, or lease decision, 189–191 manufacturer brands, 380 manufacturer’s representative, 419, 471 marginal analysis, 607, 615 marginal cost, 614 markdowns, 455–456 market development strategy, 393 market incentives, 610–611 market-minus pricing, 639 market penetration strategy, 392 market-plus pricing, 637–638 market price, 641 market segmentation See also demographics by brand loyalty, 299 business-to-business, 182–185 of consumer markets, 283 36380_21_EOC_pA1-I12.qxd 11/15/06 3:40 PM Page Subject Index criteria for, 281–282 definition of, 281 demographic, 287–295, 295 by family life cycle stages, 293–294 forecasting by, 300 geographic, 283–286 by household type, 294 by income and expenditure patterns, 294–295 market types, 280–281 multiple bases, 299 process of, 299–300 product-related, 298 psychographic, 295–298 role of, 281–283 by usage rates, 298–299 market share forecasting, 300 market share/market growth matrix, 52 market-share objectives market structure types, 614 market suppression, 611 market-wide consumer orientation, 10 marketing, defined, marketing channels administered marketing system in, 428 conflicts in, 426–427 contractual systems in, 428–430 cooperation in, 427–428 corporate marketing system in, 428 definition of, 414 direct selling, 416–417 distribution intensity, 422–425 dual distribution, 419 exclusive distribution, 423–425 function performance in, 425–426 in funeral business, 424 gray market, 427 intermediaries in, 416, 418–419 long, 422 management and leadership, 426 in marketing strategy, 415–416 physical distribution, 432–439 reverse channels, 419–420 selection of, 420–422 short, 422 strategy decisions, 420–430 supply chain management, 430–433 types of, 416–420 vertical marketing systems, 428 marketing communications, 488 marketing concept, 9–10 marketing cost analysis, 252 marketing decision support systems (MDSS), 266 marketing environment, 50–52 competitive, 78–81 economic, 86–91 ethical issues in, 94–100 international, 217–218 political-legal, 81–86 social responsibility, 100–103 socio-cultural, 92–94, 218 technological, 91–92 marketing information system (MIS), 265–266 marketing intermediary, 416, 418–419 marketing mix, 48 for business services and products, 357 development of, A–63 in marketing plan, A–65, A–70 to A–71 pricing objectives in, 605–610 marketing myopia, 11–12 marketing orientations, 8–10 marketing plan budget, schedule, and monitoring, A–65 to A–66 sample, A–66 to A–73 situation analysis in, A–64 to A–65 spreadsheet analysis of, A–62 strategy formulation for, A–61 to A–63 marketing planning, 37 See also business plan methods for, 52–53 by organizational level, 39–41 marketing public relations (MPR), 548 marketing research computer technology in, 265–267 customer satisfaction measurement, 250–251 data collection, 252–257 ethics in, 97–98 exploratory, 252 focus groups, 260–261 function of, 248–249 international, 264 Internet-based, 262–263 interpreting, 254 interpretive, 265 media research, 550 message research, 550 methods, 254–264, 258–264 on packaging, 388 process of, 251–254 sampling techniques, 257–258 suppliers of, 249–250 marketing strategies, 26, 42 See also global markets; strategic planning advertising messages, 534–538 brand extensions, 391 business-to-business, 200–203 category management, 383 distribution strategies, 48 guerilla marketing, 502 learning theories and, 163–164 marketing channels in, 415–416 marketing mix variables, 48 Maslow’s hierarchy of needs and, 159 multidomestic, 231 packaging as, 388–389 pricing strategy, 49 product strategy, 48 promotion strategy, 49 in retailing, 452–460 target markets, 47–48, 300–304 word-of-mouth, 161 marketing web sites, 116 markups, 455–456 Maslow’s hierarchy of needs, 158–159 mass marketing, 300 mass merchandisers, 464 materials handling system, 440–441 maturity stage of product, 365–366 measurement of customer satisfaction, 250–251, 318 of lifetime value of customer, 331 of online promotion effectiveness, 515–516 of promotion effectiveness, 515–516, 549–551 media, interactive, 543–544 media research, 550 media scheduling, 544–545 meeting competition method, 514 merchandisers, 194 merchandising strategies, 453–454 merchant wholesaler, 469–470 message, 492 message research, 550 metropolitan statistical area (MSA), 285 micromarketing, 302 micropolitan statistical area, 286 middleman, 416 Miller-Tydings Resale Price Maintenance Act, 605 minimum advertised pricing, 643 missile advertisement, 538 mission statements, 41, A–60, A–64, A–68 missionary selling, 573 mobile marketing, 20 modified breakeven concept, 621 modified rebuy, 196 monopolies, 78, 83 monopolistic competition, 613 monopoly, 614 motivation of sales force, 580–581 motor carriers, 436 multidomestic marketing strategy, 231 multinational corporation, 230 multinational economic integration, 223–226 multiple sourcing, 192 N narrowcasting, 540 national account organization, 579 national account selling, 329 national brands, 380 National Environmental Policy Act, 83 Native Americans, market segmentation of, 292–292 nearshoring, 8, 190 needs conflicting, 43 in consumer behavior, 158 Maslow’s hierarchy of, 158–159 vs desires, 11 negative cash discount, 641 neighborhood shopping center, 457 network marketing, 565 neuromarketing, 161 new product planning See product planning new-task buying, 197 newspaper advertisements, 541–542 niche marketing, 302 9/11 Generation, 288 noise, 493 noncumulative quantity discount, 643 nonmarketing public relations, 547 nonpersonal selling, 499–502 See also advertising nontraditional marketing, 14–17 norms, 153 North American Free Trade Agreement (NAFTA), 83, 224–225 North American Industry Classification System (NAICS), 183 not-for-profit organizations characteristics of, 13–14 marketing in, 13–14 pricing objectives of, 610–611 strategic alliances, 22 Nutrition Labeling and Education Act of 1990, 389 O objections, 576 objectives of organization, 41 observation research method, 258–259 odd pricing, 646 off-price retailers, 464–465 offshoring, 190–191 oil industry, retail gas prices, 641 oligopoly, 79, 613 online communities, 128 online pricing, 652, 653–655 online promotions’ effectiveness, 515–516 online shopping See also e-business; Internet AIDA concept and, 493 benefits of, 120–122 buyers and sellers, 122–123 demographics, 122 electronic storefronts, 119–120 payment methods, 123 price negotiations, 652 opening price point, 640 operational planning, 39 opinion leaders, 155 opportunity recognition, 166 order processing, 571–572 organization marketing, 14, 17 organizational factors in business buying decision, 192–193 in marketing channel strategies, 422–425 I-9 in planning process, 39–40 organizational objectives, 42 organizational products, 350 out-of-home advertising, 542 outbound telemarketing, 566 outdoor advertising, 542–543 outlet malls, 464 outsourcing, 190–191 over-the-counter selling, 564–565 ownership utility, 5, P packaging, 387–391 protective, 440–441 partnerships See also strategic alliances buyer, 327 definition of, 326 interdependent, in relationship marketing, 317 internal, 327 lateral, 328 seller, 327 party plan, 417 pay and salaries, 581 penetration pricing strategy, 638–639 percentage-of-sales-method, 514 perceptions, 160–162 perceptual screens, 160 person marketing, 14–15 personal interviews, 260 personal selling, 498–499, 503, 512 buyer expectations, 568 consultative selling, 569 definition of, 562 ethics in, 583–584 field selling, 565 inside selling, 566–567 over-the-counter, 564–565 relationship selling, 567–568 skill set for, 563 team, 570–571 telemarketing, 566 persuasive advertising, 528 phantom freight, 644 phishing, 125 phone surveys, 260 physical distribution, 414 customer-service standards, 434 elements of, 433 suboptimization problem in, 433–434 transportation, 434–439 physical distribution functions, 23 physiological needs, 158 piggyback operations, 436 piggyback service, 438 PIMS studies, 607–608 pipeline industry, 437 place marketing, 14, 15–16 place utility, 5, planned obsolescence, 102 planned shopping centers, 456–457 planning, 37 See also strategic planning first and second mover strategies, 45 Porter’s five forces model of, 43–45 Swot analysis, 45–46 podcast, 128 point-of-purchase advertising, 588–589 Poison Prevention Packaging Act, 400 political-legal environment, 81–86 See also legal issues consumer interest groups, 84–85 control of, 85–86 government regulation, 82–84 international, 220–221 political risk assessment (PRA), 220 pop-up advertising, 538 “pop-up” store, 458 population data, 255, 257 in market segmentation, 283–284 Porter’s five forces model, 43–45 portfolio analysis, 52 positioning, 303 positioning map, 303 36380_21_EOC_pA1-I12.qxd I-10 11/15/06 3:40 PM Page 10 Subject Index postage-stamp pricing, 644 posttesting, 550–551 power center, 457 Praedo’s law, 298 precall planning, 574 predictive dialers, 566 premiums, 586–587 presentation, 575 prestige objectives, 609–610, 650–651 preteens, 289 pretesting, 550 price and pricing basing-point, 645 breakeven analysis of, 619–620 bundle, 655 in business services, 350 competitive bidding, 652 cost-plus, 618 customary, 611 discounts, 641–644 fast-food, 632–633 free shipping, 644 full-cost, 618–619 incremental-cost, 619 leader, 649–650 legal issues in, 602–605 loss leaders, 649–650 negotiating, 652 odd, 646 postage-stamp, 644 product-line, 647–648 promotional, 648–649 in promotional mix, 511 psychological, 645–646 in relationship marketing, 316 step out, 636 trade laws on, 603–605 transfer, 653 uniform-delivered, 644 unit, 646 yield management, 623–624 zone, 645 price determination in economic theory, 613–614 in global market, 624–625 by marginal analysis, 615 methods for, 611–613 by revenue curves, 614 price discrimination, 604 price flexibility, 646–647 price look-up codes, 384 price-quality relationships, 650–651 price quotations, 641–645 pricing objectives competition matching, 608 marketing mix and, 605–606 of not-for-profit organizations, 610–611 prestige, 609–610 profitability, 606–607 volume, 607 pricing policies, 645–651 pricing strategies, 49 competitive, 640–641 elasticity in, 615–618 ethics in, 99–100 everyday low, 639–640 fair-trade, 234 global, 654 international, 233–235 market-minus, 639 market-plus, 637–638 penetration, 638–639 in retailing, 454–456 sample, A–72 skimming, 637–638 value menus, 632–633 primary data, 252 primary demand, 496 primary metropolitan statistical area (PMSA), 286 primary research methods, 258–259 privacy issues children’s online protection, 82 e-business, 124 on Internet, 124, 125 marketing research and, 97–98 private brands, 380 private carriers, 435 private data collection, 255–256 private exchange web site, 118 problem-solving process, consumer, 169–170 product definition of, 346–347 in promotion method choice, 510 product advertising, 527 product and service strategies consumer products, 350–351, 353–354 convenience products, 351–352 goods and services, defined, 348–349 product deletion, 369 product line development, 360–361 product mix, 361–363 quality as, 358–360 service sector importance, 349–350 shopping products, 352 specialty products, 352–353 product deletion, 369 product development strategy, 393 product differentiation, 497 product diversification strategy, 393 product identification brand names and marks, 384–386 global, 387 international, 387 labeling, 389–391 packaging, 387–391 price look-up codes, 384 trademarks, 386–387 universal product code, 391 product life cycle in advertising objectives, 528 extending, 367–368 product deletion decisions, 369 in promotional mix choice, 510–511 stages of, 363–367 product-line pricing, 647–648 product lines, 360–361, 462 product managers, 396 product mix, 361–363 product organization of sales force, 579 product placement, 499 product planning adopter categories, 394–395 business analysis, 398–399 cannibalization problem in, 394 commercialization, 399–400 consumer adoption process, 394 development process, 397–398 development strategies, 391–394 early adopter identification, 395–396 idea generation, 398 organization for, 396–397 screening, 398 test marketing, 399 venture teams in, 397 product positioning, 392–393 product-related segmentation, 298 product repositioning, 303–304 product safety and liability, 400 product strategy, 48 international, 232 sample, A–70 to A–71 production orientation, production plan, A–61 professional buyer, 194 profit centers, 653 profit impact of market strategies (PIMS) profit maximization, 607, 610 profitability objectives, 606–607 promotional allowances, 643 promotional mix elements of, 498–503 factors influencing, 512 optimal, 509–511 personal selling in, 562 promotional pricing, 648–649 promotional strategies, 49 budgeting for, 513–515 cross-promotion, 548–549 direct marketing, 505–509 ethics in, 99 international, 232 nonpersonal selling, 500–502 personal selling, 498–499 product differentiation, 497 pulling and pushing, 512–513 in retailing, 457–459 sample, A–71 to A–72 shaping in, 164 sponsorships, 503–505 teamwork in, 490–491 timing in, 512–513 web-based, 129–130 promotions, 488 See also advertising; integrated marketing communications communication process and, 492 measuring effectiveness of, 515–516, 549–551 noise in, 494–495 objectives of, 496–498 overused words in, 497 of places, 523 primary-demand, 496 public service announcements, 517 value of, 516–518 prospecting, 573–574 protective tariffs, 222 psychographic segmentation, 295–298 Public Health Cigarette Smoking Act, 83 public relations, 503 ethics in, 553 measuring effectiveness of, 551 in promotional mix, 501–502 in promotional strategy, 546–548 public service announcements, 517 publicity, 501–502, 548 puffery, 552 pulling strategy, 512–513 purchase category segmentation, 184 purchase decision process, 185–188 by government markets, 200–201 purchase frequency, 367 pure competition, 613 push money, 589 pushing strategy, 512–513 Q qualifying, 574 qualitative forecasting techniques, 267–269 quality, as product strategy, 358–360 quantitative forecasting techniques, 269–270 quantity discounts, 642–643 quick-response merchandising, 329 quota sampling, 258 R rack jobber, 470 radio advertisements, 540–541 radio frequency identification (RFID), 321, 431–432 rail carriers, 435–436 random-digit dialing, 566 random sampling, 257 raw materials, 356 reach, 544 readership test, 550 Real ID Act, 83 Really Simple Syndication software, 128 rebates, 643–644 reciprocity, 197 recognition tests, 550 recruitment, of salespeople, 577–578 reefers, 437 reference groups, 154 refunds, 586 regional shopping center, 457 regulation of market consumer interest groups, 84–85 governmental, 82–84 reinforcement, 164 relationship marketing, 10 See also customer relationship management systems buyer-seller relations, 318–323 buzz creation, 22 cobranding and comarketing, 328 customer as advocate in, 322–323 customer satisfaction in, 317–318 elements of, 314 internal and external customers in, 314–315 levels of, 316–317 planning in, 38 program evaluation, 331–332 rewards programs, 319–320 skill set for, 563 vs transaction-based, 312–314 relationship selling, 567–568 remanufacturing, 202 reminder advertising, 528 research See marketing research research design, 253 research suppliers, 249–250 resellers, 180 resource availability, 89–90 resource evaluation, 42 retail advertising, 531–532 retail convergence, 465–466 retail cooperatives, 429 retail exports, 215–216 retailer intermediaries, 418–419 retailing automatic merchandising, 474–475 brick-and-click, 474 categorization basis, 461 cooperatives and buying offices, 472 customer-service strategy, 454 definition of, 450 direct marketing, 472–475 direct-response, 473–474 evolution of, 451 general-merchandise, 463–465 grocery chain strategy, 481 Internet, 474 limited-line, 463 location/distribution strategy, 456–457 merchandising strategy, 453–454 nonstore, 465 off-price, 464–465 ownership form, 461 personal touch in, 459 pricing strategy, 454–456 product line classification, 462–463 promotional strategy, 457–459 scrambled merchandising, 466 service classification, 462 shopping centers, 456–457 shopping effort classification, 461 store atmospherics, 459–460 target market selection, 452–453 wheel of, 451 revenue curves, 614–615 revenue tariffs, 222 reverse channels, 419–420 reverse logistics, 126 rewards programs, 319–320 Robinson-Patman Act, 83, 603–604 roles, 153 routinized response behavior, 169 RSS software, 128 rudeness, 325 rule of three, 50 S safety and liability, 400 safety needs, 158 salaries, 581 36380_21_EOC_pA1-I12.qxd 11/15/06 3:40 PM Page 11 Subject Index Sales & Marketing Management, 255 sales analysis, 252 sales branch, 468 sales channels, 564–567 sales force compensation of, 581 evaluation and control of, 582–583 management of, 577 motivation of, 580–581 organization of, 579–580 recruitment of, 577–578 supervision of, 580 training of, 578–579, 589 sales force composite, 269 sales forecasting, 267–270 sales incentives, 573 sales management, 577 sales office, 468 sales orientation, sales process steps approach, 574–575 closing, 576 demonstration, 575–576 follow-up, 576–577 objection handling, 576 presentation, 575 prospecting and qualifying, 573–574 sales promotion segment, 585 sales promotions, 500–501, 503 See also promotional strategies consumer-oriented, 586–588 definition of, 562, 584 trade-oriented, 588–590 sales quotas, 582 sales stabilization, 497–498 sales tasks, 571–573 salesperson recruitment, 577–578 samples, 586–587 sampling techniques, in market research, 257–258 scrambled merchandising, 466 sculptural physics, 399 second mover strategy, 45 secondary data collection, 252, 254–255 secure sockets layer, 123 segmentation See market segmentation selection, of salespeople, 577–578 selective demand, 497 selective distribution strategy, 423 self-actualization needs, 159 self-concept theory, 165 seller partnership, 327 seller’s market, selling See also personal selling creative, 572 direct, 416–417 history of, 563 missionary, 573 online, 122–123 team, 199 selling agent, 471 selling up, 458 sender, 492 senior market, 290 scams on, 291 service encounter, 359 service exports, 215–216 service quality, 359–360 services See also product and service strategies business, 357–358 classification of, 353 sector importance, 349–350 vs goods, 348–349 sexual imagery, 536 shaping, 164 shelf space, 453–454 Sherman Antitrust Act, 83 ship building industry, 446–447 shipping See also transportation as pricing consideration, 644 slowdowns in, deliberate, 647 shopbots, 654 shopping centers, 456–457 shopping effort classification, 461 shopping networks, 661 shopping products, 352 showroom retailers, 464 signature, 537 simple random sampling, 257 situation analysis, A–64 to A–65, A–68 to A–69 skimming pricing strategies, 637–638 slotting allowances, 351–352, 453–454 slurry pipeline, 437 social/belongingness needs, 158–159 social classes, 154–155 social influences See also cultural influences Asch phenomenon, 154 opinion leaders, 155 reference groups, 154 VALS in assessing, 296 social interactions, relationship marketing and, 316–317 social responsibility, 24–25 four-step pyramid of, 100 in marketing, 100–103 socio-cultural environment, 92–94 international, 218 socioeconomic segmentation, 287 sole sourcing, 189 sorting, 415 span of control, 580 special rate, 434 specialty advertising, 587–588 specialty products, 352–353 specialty retailers, 461 specialty store, 462–463 spiffs, 589 split runs, 551 sponsorships, 503–505 spreadsheet analysis, A–62 staples, 351 Starch Readership Report, 550 status, 153 step out, 636 stock-keeping unit (SKU), 453 store atmospherics, 459–460 straight rebuy, 196 strategic alliances, 22, 78 business-to-business, 330–331 in not-for-profit organizations, 22 strategic business units, 52 strategic planning, 41, 60 See also marketing planning; planning business intelligence in, 266 competitive strategy, 80–81 defining objectives, 42 environmental risks, 42 in marketing, 37–38 by organizational level, 39–41 steps in, 41–43 tools and techniques, 43–46 vs tactical planning, 38–39 strategic window, 46–47 stratified sampling, 257 subcontracting, 229 subcultures, 150 subliminal perception, 161–162 suboptimization, 433–434 subsidies, 223 suggestion selling, 458–459 supercenters, 464 supervision of sales force, 580 supplemental carriers, 438 supplies, 356 supply, 613 supply chain, 330, 430 supply chain management, 414 See also logistics; transportation inventory control systems, 440 logistics in, 430–433 order processing, 440 physical distribution, 433–439 warehousing, 439–440 survey of buyer intentions, 269 Survey of Media Markets, 255 survey research method, 259–264 sustainable competitive advantage, 43 sweepstakes, 587 SWOT analysis, 45–46 syndicated service, 250 systems integration, 194 T tactical planning, 41 vs strategic planning, 38–39 target markets, 47–48 in marketing plan, A–65, A–70 mass marketing, 300 in promotion method choice, 509–510 strategies for reaching, 300 target-return objectives, 607 target returns, 620–621 tariffs, 221–222, 602–603 task-objective method, 514–515 team selling, 199, 570–571 technical jargon, 385 technological environment, 91–92 international, 219–220 technology, 4, 18–21 applications, 92 distribution strategies, 49 in marketing environment changes, 50 teenagers, in market segmentation, 289 Telecommunications Act, 84 telemarketing, 474, 507, 566 Telemarketing Sales Rule, 507 Telephone Consumer Protection Act, 566 telephone research interviews, 259–260 television advertisements, 539–540 terrorism, 89, 288 test marketing, 263–264, 269–270, 399 third-party (contract) logistics firms, 432 third-party logistics, 432–433 ticket scalping, 603 TIGER system, 255 time-based competition, 81 time utility, 5, tipping, 612 ton-mile, 435 total quality management (TQL), 358 trade allowance, 588 trade association data, 255–256 trade barriers, 221–223 trade discount, 642 trade dress, 387 trade fair, 469 trade industries, 180 trade-ins, 643 trade laws, 603–605 trade-oriented promotions, 588–590 trade promotion, 501 trade promotion management, 515 trade shows, 589 trademarks, 386–387 training, of salesforce, 578–579 transaction-based marketing, 21, 312–314 transfer pricing, 653 transportation See also logistics air freight, 437 carrier classes, 434–435 containerization, 437, 440 freight forwarders, 438 intermodal coordination, 438–439 mode comparison, 438 motor carriers, 436 pipelines, 437 as pricing consideration, 644 railroads, 435–436 ship building industry, 446–447 supplemental carriers, 438 vs physical distribution, 414 water carriers, 436–437 trend analysis, 270 truck jobber, 470 truck wholesaler, 470 tweens, 289 tying agreements, 425 I-11 U unaided recall tests, 550 undifferentiated marketing, 300 unemployment, 88 unfair-trade laws, 604 Uniform Commercial Code, 552 uniform-delivered pricing, 644 unit pricing, 646 Universal Product Code (UPC), 391 unsought products, 351 upstream management, 430 urban data classification, 285–286 U.S Census, 255 usage rates, 298–299 users, 198 V VALS network, 296 value-added service, 431 value analysis, 197 value chain, 430 value menus, 632–633 value network, 426 value pricing, 608–609 variable costs, 614 vender-managed inventory, 329–330 venders, 194 vendor analysis, 198 vendor-managed inventory (VMI), 440 venture teams, 397 vertical conflict, 427 vertical marketing systems, 428–430 view-through rates, 551 viral marketing, 322, 502 virtual sales team, 570–571 voice response menus, 193 volatile demand, 188 volume objectives, 607 W warehouse clubs, 464 warehouse retailers, 464 warehousing, 439–440 water carriers, 436–437 web log, 128 web services, 117 in buyer-seller relationship, 329 web sites See also Internet corporate, 115–116 design of, 126–127 effectiveness of, 133–134 management of, 130–133 marketing, 116 web-to-store shoppers, 133 wheel of retailing, 451 Wheeler-Lea Act, 83 wholesaler-sponsored voluntary chain, 428–429 wholesalers, 23, 416 wholesaling intermediaries, 418–419 agents and brokers, 470–472 functions of, 466–468 independent, 469 manufacturer-owned facilities, 468–469 merchant, 469–470 service beneficiaries, 467 types of, 469 wikis, 128 wireless technology, 20–21 women market segmentation, 282 as target market, 38–39 woofs, 290 word-of-mouth strategies, 161 World Trade Organization (WHO), 224 Y yield management, 623–624 Z zone pricing, 645 36380_21_EOC_pA1-I12.qxd 11/15/06 3:40 PM Page 12 international index A Africa Internet usage, 219 political-legal environment, 220 Argentina, 225 Australia, 182, 219 Austria, 225 B Belgium, 225 Body language, 494 Brazil, 182, 225 Internet users, 113 Bulgaria, 191, 216, 225 C Canada, 187 B2B buying in, 192, 197 census in, 295 in NAFTA, 183 nearshoring to, 190 tariffs, 603 Caribbean, 219 Chile, 225 China, 182 automobile imports, 47 brand names, 387 countertrade, 234 cultural influences, 150 direct investment, 229 economic environment, 90 exports, imports, 214 international buying centers, 199 international distribution, 232 Internet users in, 113 local preferences, 216 marketing strategy, 231 offshoring by, 190 per capita income, 217 population, 283 price dominance in, 625 ship building industry, 446–447 socio-cultural environment, 218 strategic alliances, 78 as subcontractor, 229 tourism, 215 trade barriers, 222 trade gap, 90 vertical conflict, 427 Wal-Marts in, 439 Colombia, 225 Costa Rica, 221 Croatia, 225 Cuba, 221, 222 Cyprus, 225 Czech Republic, 225 D Denmark, 225 Dominican Republic, 221 E Eastern Europe countertrade, 234 outsourcing to, 191 Ecuador, 225 El Salvador, 221 English-language variations, 494–495 Estonia, 225 Europe competition in, 624 cultural influences, 150 I-12 trade barriers, 222 Europe competitive environment, 79 European Union, 225–226 See also specific countries buying center consolidation, 199 import duties, 223 price convergence, 624 price determination, 624 quality movement in, 358 subsidies, 223 tariffs, 222, 603 tying agreements, 425 vertical conflict, 427 exports, 212 See also global marketing countertrade, 234 Export Trading Company act of 1982, 221 service and retail, 215–216 trade barriers, 221–223 F fair trade, 605 Finland, 225 cell phone manufacture, 210–211 France, 225 census in, 295 Internet users in, 113 online format standardization in, 141 socio-cultural environment, 218 Free Trade Area of the Americas (FTAA), 225 G General Agreement on Tariffs and Trade (GATT), 224 Germany, 191, 225 census in, 295 direct investment, 229 Internet users in, 113 global marketing, 7–8 brand names and trademarks, 387 business-to-business, 187–188 cultural influences, 150 direct investment, 229–230 distribution strategies, 232 economic environment, 90–91, 217–218 economic integration, 223–226 geographic segmentation in, 283–284 implementation costs of, 231 importance of, 213–217 marketing environment, 217–218 marketing research, 264 online pricing, 653–655 political-legal environment, 220–221 pricing strategy, 233–234 product identification, 387 product strategy, 232 promotional strategy, 232 psychographic segmentation, 297 research for, 253, 264 socio-cultural environment, 218 strategic development, 227–234 technological environment, 219–220 telecommunications, 46 U.S as target of, 234–235 globalization pandemics, 74–76 Greece, 225 Guatemala, 221, 225 Guide to International Periodicals (Ulrich), 255 H Hong Kong, 187, 230 Hungary, 225 I imports, 212 trade barriers, 221–223 India direct investment, 230 franchising in, 228 Internet users in, 113 labor costs in, 191 outshoring to, 190, 218 per capita income, 217 population, 283 satellite radio, 345 service sector, 349 Indonesia, 234, 283 international buying centers, 199 International Monetary Fund, 220 Iran, 187 Ireland, 225, 295 ISO (International Organization for Standardization) certification, 220 Italy, 225 Internet users in, 113 J Jamaica, 225 Japan, 182 B2B buying in, 197 brand names, celebrity testimonials in, 530 census in, 295 direct investment, 229 embargo by, 222 indirect competition, 79 Internet users in, 113 population, 283 promotion strategy, 49 L Latin America See also specific countries altruism in, 297 census in, 295 Internet usage, 219 marketing research, 264 promotion adaptation, 232 Latvia, 225 Lithuania, 225 Luxembourg, 225 M Malaysia, 234 Malta, 225 Mexico in NAFTA, 183 nearshoring to, 190 tariffs, 602 Middle East Internet usage, 219 political-legal environment, 220 multinational corporation, 230 multinational economic integration, 223–226 North American Industry Classification System (NAICS), 183 O Oceania/Australia, 219 offshoring, 190–191 outsourcing, 190–191 P Peru, 225 Poland, 225 Portugal, 225 R Romania, 191, 225 Russia, 187 disposable income, 216 psychographic segmentation, 297 S Saudi Arabia, 187 Slovak Republic, 225 Slovenia, 225 South America, 220 South Korea B2B marketing, 186 environmental scanning, 77 Internet users in, 113 multinationals, 230 transfer pricing, 653 U.S market, 234 Southeast Asia, 188 Spain, 202, 225 political-legal environment, 220 Sweden, 225 census in, 295 socio-cultural environment, 218 T terrorism, oil supply and, 89 Tobago, 225 Trinidad, 225 Turkey, 182, 225 U United Kingdom, 182, 225 Internet users in, 113 United States core values in, 149–150 as foreign market, 8, 234–235 goods exports, 214 Internet users in, 113 in NAFTA, 183 political-legal environment, 220 population, 283 services and retailing exports, 215 tariff, 222, 602 trade gap, 90 Uruguay, 225 U.S.-Central American Free trade Agreement and Dominican Republic (CAFTA-DR), 221 V Venezuela, 225 Vietnam, 427 N W Netherlands, 199, 225 Nicaragua, 625 Nigeria, 89 North American Free Trade Agreement (NAFTA), 83, 224–225 World Cup, 493 World Trade Organization, 224 Z Zimbabwe, 616 36380_00a_endsheets.qxd 4/3/08 5:58 PM Page Contemporary Marketing, 13e Specifically for Contemporary Marketing 13e, CengageNOW™ integrates an eBook option, a personalized study plan for students, and flexible pricing options This time-saving resource offers unrivaled course planning and management tools, enabling you to gauge how well students master key concepts You can assign personalized study plans (a pre- and postassessment of student knowledge with resources to reinforce concepts), view results in your gradebook, and then gear lectures around student needs Test Bank, Assessment, and pre-populated homework assignments are tagged to the core marketing learning outcomes, as well as the AACSB guidelines You can easily track students knowledge to these core outcomes CengageNOW also includes a full eBook and is compatible with WebCT®, Blackboard®, and eCollege Integrated eBook – CengageNOW allows students to access the text online through an integrated eBook Links to eBook pages from specific assignments and the personalized study plan are ideal for student review Personalized Study Plan – Each chapter contains pre- and postassessment quizzes, which then direct students to a personalized study plan identifying gaps in knowledge To plug those gaps, students receive online reinforcement, including links to eLectures, videos, eBook content, and figures from the text This personalized guidance helps students master concepts and reinforce course materials Tracking Outcomes and AACSB Content – CengageNOW identifies and tags content as it relates to marketing learning outcomes and AACSB accreditation standards It even provides reports tracking student outcomes to these standards 36380_00a_endsheets.qxd 4/3/08 5:58 PM Page Technology In a Class By Itself ... Nontraditional Marketing The Relationship 12 Characteristics of Not-for-Profit 14 Person Marketing 14 Place Marketing 15 Marketing 16 Organization Marketing 17 Creativity and Critical Thinking Cause Marketing. .. Segmenting by Gender 287 Segmenting by Age 288 Segmenting by Ethnic Group 290 People of Mixed Race 293 Segmenting by Family Life Cycle Stages 293 Segmenting by Household Type 294 Segmenting by Income... Converting Needs to Wants 11 Avoiding Marketing Myopia The Marketing Era 11 Extending the Traditional Boundaries of Marketing Marketing in Not-for-Profit Organizations 12 Marketing 13 PHOTO: CORVETTE