Zac gets ahold of a cloning machine

Critical Thinking

MyMarketingLab™: Improves Student Engagement Before, During, and After ClassFull-Circle Learning

Decision Making

Prep and Engagement

• Video exercises – engaging videos that bring business concepts to life and explore business topics related to the theory students are learning in class. Quizzes then assess students’ comprehension of the concepts covered in each video.

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• Writing Space – better writers make great learners—who perform better in their courses. Providing a single location to develop and assess concept mastery and critical thinking, the Writing Space offers automatic graded, assisted graded, and create your own writing assignments, allowing you to exchange personalized feedback with students quickly and easily.

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MyLab™: Learning Full Circle for Marketing, Management, Business Communication,

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BEFORE CLASS

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15

PhiliP Kotler Northwestern University

Kevin lane Keller Dartmouth College

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Marketing Management

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Library of Congress Cataloging-in-Publication Data Kotler, Philip. Marketing management/Philip Kotler, Kevin Lane Keller.—15e [edition]. pages cm ISBN 978-0-13-385646-0 (student edition) 1. Marketing—Management. I. Keller, Kevin Lane, 1956- II. Title. HF5415.13.K64 2016 658.8—dc23 2014023870

10 9 8 7 6 5 4 3 2 1

ISBN 10: 0-13-385646-1 ISBN 13: 978-0-13-385646-0

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This book is dedicated to my wife and best friend, Nancy, with love.

—PK

This book is dedicated to my wife, Punam, and my two daughters,

Carolyn and Allison, with much love and thanks.

—KLK

iv

Philip Kotler is one of the world’s leading authorities on marketing. He is the S. C. Johnson & Son Distinguished Professor of International Marketing at the Kellogg School of Management, Northwestern University. He received his master’s degree at the University of Chicago and his Ph.D. at MIT, both in economics. He did postdoctoral work in mathematics at Harvard University and in behav- ioral science at the University of Chicago.

Dr. Kotler is the coauthor of Principles of Marketing and Marketing: An Introduction. His Strategic Marketing for Nonprofit Organizations, now in its seventh edition, is the best seller in that specialized area.

Dr. Kotler’s other books include Marketing Models; The New Competition; Marketing Professional Services; Strategic Marketing for Educational Institutions; Marketing for Health Care Organizations; Marketing Congregations; High Visibility; Social Marketing; Marketing Places; The Marketing of Nations; Marketing for Hospitality and Tourism; Standing Room Only—Strategies for Marketing the Performing Arts; Museum Strategy and Marketing; Marketing Moves; Kotler on Marketing; Lateral Marketing; Winning at Innovation; Ten Deadly Marketing Sins; Chaotics; Marketing Your Way to Growth; Winning Global Markets; and Corporate Social Responsibility.

In addition, he has published more than 150 articles in leading journals, including the Harvard Business Review, Sloan Management Review, Business Horizons, California Management Review, the Journal of Marketing, the Journal of Marketing Research, Management Science, the Journal of Business Strategy, and Futurist. He is the only three-time winner of the coveted Alpha Kappa Psi award for the best annual article published in the Journal of Marketing.

Professor Kotler was the first recipient of the American Marketing Association’s (AMA) Distinguished Marketing Educator Award (1985). The European Association of Marketing Consultants and Sales Trainers awarded him their Prize for Marketing Excellence. He was chosen as the Leader in Marketing Thought by the Academic Members of the AMA in a 1975 survey. He also received the 1978 Paul Converse Award of the AMA, honoring his original contribution to marketing. In 1995, the Sales and Marketing Executives International (SMEI) named him Marketer of the Year. In 2002, Professor Kotler received the Distinguished Educator Award from the Academy of Marketing Science. In 2013, he received the William L. Wilkie “Marketing for a Better World” Award and subsequently received the Sheth Foundation Medal for Exceptional Contribution to Marketing Scholarship and Practice. In 2014, he was inducted in the Marketing Hall of Fame.

He has received honorary doctoral degrees from Stockholm University, the University of Zurich, Athens University of Economics and Business, DePaul University, the Cracow School of Business and Economics, Groupe H.E.C. in Paris, the Budapest School of Economic Science and Public Administration, the University of Economics and Business Administration in Vienna, and Plekhanov Russian Academy of Economics. Professor Kotler has been a consultant to many major U.S. and foreign companies, including IBM, General Electric, AT&T, Honeywell, Bank of America, Merck, SAS Airlines, Michelin, and others in the areas of marketing strategy and planning, marketing organization, and international marketing.

He has been Chairman of the College of Marketing of the Institute of Management Sciences, a Director of the American Marketing Association, a Trustee of the Marketing Science Institute, a Director of the MAC Group, a member of the Yankelovich Advisory Board, and a member of the Copernicus Advisory Board. He was a member of the Board of Governors of the School of the Art Institute of Chicago and a member of the Advisory Board of the Drucker Foundation. He has traveled extensively throughout Europe, Asia, and South America, advising and lecturing to many companies about global marketing opportunities.

about the authors

P hi

lip K

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Kevin Lane Keller is the E. B. Osborn Professor of Marketing at the Tuck School of Business at Dartmouth College. Professor Keller has degrees from Cornell, Carnegie-Mellon, and Duke universities. At Dartmouth, he teaches MBA courses on mar- keting management and strategic brand management and lectures in executive programs on those topics.

Previously, Professor Keller was on the faculty at Stanford University, where he also served as the head of the marketing group. Additionally, he has been on the faculty at the University of California at Berkeley and the University of North Carolina at Chapel Hill, has been a visiting professor at Duke University and the Australian

Graduate School of Management, and has two years of industry experience as Marketing Consultant for Bank of America.

Professor Keller’s general area of expertise lies in marketing strategy and planning and branding. His specific research interest is in how understanding theories and concepts related to consumer behavior can improve marketing strategies. His research has been published in three of the major marketing journals: the Journal of Marketing, the Journal of Marketing Research, and the Journal of Consumer Research. He also has served on the Editorial Review Boards of those journals. With more than 90 pub- lished papers, his research has been widely cited and has received numerous awards.

Actively involved with industry, he has worked on a host of different types of marketing projects. He has served as a long-term consultant and advisor to marketers for some of the world’s most successful brands, including Accenture, American Express, Disney, Ford, Intel, Levi Strauss, Procter & Gamble, and Samsung. Additional brand consulting activities have been with other top companies such as Allstate, Beiersdorf (Nivea), BlueCross BlueShield, Campbell, Colgate, Eli Lilly, ExxonMobil, General Mills, GfK, Goodyear, Hasbro, Intuit, Johnson & Johnson, Kodak, L.L.Bean, Mayo Clinic, MTV, Nordstrom, Ocean Spray, Red Hat, SAB Miller, Shell Oil, Starbucks, Unilever, and Young & Rubicam. He has also served as an academic trustee for the Marketing Science Institute and served as their Executive Director from July 1, 2013, to July 1, 2015.

A popular and highly sought-after speaker, he has made speeches and conducted marketing semi- nars to top executives in a variety of forums. Some of his senior management and marketing training clients have included include such diverse business organizations as Cisco, Coca-Cola, Deutsche Telekom, ExxonMobil, GE, Google, IBM, Macy’s, Microsoft, Nestle, Novartis, Pepsico, SC Johnson and Wyeth. He has lectured all over the world, from Seoul to Johannesburg, from Sydney to Stockholm, and from Sao Paulo to Mumbai. He has served as keynote speaker at conferences with hundreds to thousands of participants.

Professor Keller is currently conducting a variety of studies that address strategies to build, mea- sure, and manage brand equity. His textbook on those subjects, Strategic Brand Management, in its fourth edition, has been adopted at top business schools and leading firms around the world and has been heralded as the “bible of branding.”

An avid sports, music, and film enthusiast, in his so-called spare time, he has helped to manage and market, as well as serve as executive producer for, one of Australia’s great rock-and-roll treasures, The Church, as well as American power-pop legends Tommy Keene and Dwight Twilley. He also serves on the Board of Directors for The Doug Flutie, Jr. Foundation for Autism, the Lebanon Opera House, and the Montshire Museum of Science. Professor Keller lives in Etna, NH, with his wife, Punam (also a Tuck marketing professor), and his two daughters, Carolyn and Allison.

K ev

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Brief Contents Preface xvii

Part 1 Understanding Marketing Management 2 Chapter 1 Defining Marketing for the New Realities 3 Chapter 2 Developing Marketing Strategies and Plans 35

Part 2 Capturing Marketing Insights 66 Chapter 3 Collecting Information and Forecasting Demand 67 Chapter 4 Conducting Marketing Research 99

Part 3 Connecting with Customers 126 Chapter 5 Creating Long-Term Loyalty Relationships 127 Chapter 6 Analyzing Consumer Markets 157 Chapter 7 Analyzing Business Markets 189 Chapter 8 Tapping into Global Markets 217

Part 4 Building Strong Brands 244 Chapter 9 Identifying Market Segments and Targets 245 Chapter 10 Crafting the Brand Positioning 275 Chapter 11 Creating Brand Equity 299 Chapter 12 Addressing Competition and Driving Growth 335

Part 5 Creating Value 366 Chapter 13 Setting Product Strategy 367 Chapter 14 Designing and Managing Services 399 Chapter 15 Introducing New Market Offerings 429 Chapter 16 Developing Pricing Strategies and Programs 461

Part 6 Delivering Value 492 Chapter 17 Designing and Managing Integrated Marketing Channels 493 Chapter 18 Managing Retailing, Wholesaling, and Logistics 527

Part 7 Communicating Value 556 Chapter 19 Designing and Managing Integrated Marketing Communications 557 Chapter 20 Managing Mass Communications: Advertising, Sales Promotions, Events

and Experiences, and Public Relations 585 Chapter 21 Managing Digital Communications: Online, Social Media, and Mobile 615 Chapter 22 Managing Personal Communications: Direct and Database Marketing and

Personal Selling 635

Part 8 Conducting Marketing Responsibly for Long-Term Success 656

Chapter 23 Managing a Holistic Marketing Organization for the Long Run 657

appendix: Sonic Marketing Plan and Exercises a1 Endnotes E1 Glossary G1 Name Index I1 Company, Brand, and Organization Index I5 Subject Index I18

vii

Contents Preface xvii

Part 1 Understanding Marketing Management 2

Chapter 1 Defining Marketing for the New Realities 3

The Value of Marketing 3 Marketing Decision Making 3 Winning Marketing 4

The Scope of Marketing 5 What Is Marketing? 5 What Is Marketed? 5 Who Markets? 7

Core Marketing Concepts 9 Needs, Wants, and Demands 9 Target Markets, Positioning, and

Segmentation 9 Offerings and Brands 10 Marketing Channels 10 Paid, Owned, and Earned Media 10 Impressions and Engagement 10 Value and Satisfaction 11 Supply Chain 11 Competition 12 Marketing Environment 12

The New Marketing Realities 13 Technology 13 Globalization 14 Social Responsibility 14

MarkEtING INSIGht Getting to Marketing 3.0 15

A Dramatically Changed Marketplace 16 New Consumer Capabilities 16 New Company Capabilities 17 Changing Channels 19 Heightened Competition 19

Marketing in Practice 19 Marketing Balance 19

MarkEtING MEMO Reinventing Marketing at Coca-Cola 20

Marketing Accountability 20 Marketing in the Organization 20

Company Orientation toward the Marketplace 20

The Production Concept 20 The Product Concept 21

The Selling Concept 21 The Marketing Concept 21 The Holistic Marketing Concept 21

Updating the Four Ps 25

MarkEtING INSIGht Understanding the 4 As of Marketing 26

Marketing Management Tasks 27 Developing Marketing Strategies and

Plans 27 Capturing Marketing Insights 28 Connecting with Customers 28 Building Strong Brands 28

MarkEtING MEMO Marketers’ Frequently Asked Questions 28

Creating Value 29 Delivering Value 29 Communicating Value 29 Conducting Marketing Responsibly for

Long-Term Success 29 Summary 29 applications 30

MarkEtING ExCEllENCE Nike 30

MarkEtING ExCEllENCE Google 32

Chapter 2 Developing Marketing Strategies and Plans 35

Marketing and Customer Value 35 The Value Delivery Process 35 The Value Chain 36 Core Competencies 36 The Central Role of Strategic Planning 37

Corporate and Division Strategic Planning 38

MarkEtING MEMO What Does It Take to Be a Successful CMO? 39

Defining the Corporate Mission 39 Establishing Strategic Business Units 42 Assigning Resources to Each SBU 42 Assessing Growth Opportunities 42 Organization and Organizational Culture 46 Marketing Innovation 47

MarkEtING INSIGht Creating Innovative Marketing 47

Business Unit Strategic Planning 48 The Business Mission 49 SWOT Analysis 49

viii

MarkEtING MEMO Checklist for Evaluating Strengths/Weaknesses Analysis 51

Goal Formulation 52 Strategic Formulation 52 Program Formulation and

Implementation 53

MarkEtING INSIGht Businesses Charting a New Direction 54

Feedback and Control 55 The Nature and Contents of a Marketing

Plan 55

MarkEtING MEMO Marketing Plan Criteria 55

The Role of Research 56 The Role of Relationships 56 From Marketing Plan to Marketing

Action 57 Summary 57 applications 58 Sample Marketing Plan: Pegasus Sports

International 61

MarkEtING ExCEllENCE Cisco 58

MarkEtING ExCEllENCE Intel 59

Part 2 Capturing Marketing Insights 66

Chapter 3 Collecting Information and Forecasting Demand 67

Components of a Modern Marketing Information System 67

Internal Records 69 The Order-to-Payment Cycle 69 Sales Information Systems 69 Databases, Data Warehousing, and Data

Mining 69

MarkEtING INSIGht Digging into Big Data 70

Marketing Intelligence 70 The Marketing Intelligence System 70 Collecting Marketing Intelligence on the

Internet 72 Communicating and Acting on Marketing

Intelligence 72 Analyzing the Macroenvironment 72

Needs and Trends 73 Identifying the Major Forces 73 The Demographic Environment 74

MarkEtING MEMO Finding Gold at the Bottom of the Pyramid 75

The Economic Environment 77 The Sociocultural Environment 78 The Natural Environment 79

MarkEtING INSIGht The Green Marketing Revolution 81

The Technological Environment 82 The Political-Legal Environment 83

MarkEtING INSIGht Watching Out for Big Brother 85

Forecasting and Demand Measurement 85 The Measures of Market Demand 86 A Vocabulary for Demand Measurement 87 Estimating Current Demand 89 Estimating Future Demand 91

Summary 93 applications 94

MarkEtING ExCEllENCE Microsoft 94

MarkEtING ExCEllENCE Walmart 95

Chapter 4 Conducting Marketing Research 99

The Scope of Marketing Research 99 Importance of Marketing Insights 99 Who Does Marketing Research? 100 Overcoming Barriers to the Use of Marketing

Research 101 The Marketing Research Process 102

Step 1: Define the Problem, the Decision Alternatives, and the Research Objectives 102

Step 2: Develop the Research Plan 103

MarkEtING MEMO Conducting Informative Focus Groups 105

MarkEtING MEMO Marketing Questionnaire Dos And Don’ts 108

MarkEtING INSIGht Getting into the Heads of Consumers 109

MarkEtING INSIGht Understanding Brain Science 111

Step 3: Collect the Information 113 Step 4: Analyze the Information 113 Step 5: Present the Findings 113

MarkEtING INSIGht Bringing Marketing Research to Life with Personas 114

ix

Step 6: Make the Decision 114 Measuring Marketing Productivity 115

Marketing Metrics 115

MarkEtING MEMO Measuring Social Media ROI 117

Marketing-Mix Modeling 118 Marketing Dashboards 118

MarkEtING MEMO Designing Effective Marketing Dashboards 119

Summary 121 applications 121

MarkEtING ExCEllENCE IDEO 122

MarkEtING ExCEllENCE Intuit 124

Part 3 Connecting with Customers 126

Chapter 5 Creating Long-Term Loyalty Relationships 127

Building Customer Value, Satisfaction, and Loyalty 127

Customer-Perceived Value 128 Total Customer Satisfaction 131 Monitoring Satisfaction 133 Product and Service Quality 134

MarkEtING INSIGht Net Promoter and Customer Satisfaction 135

Maximizing Customer Lifetime Value 136 Customer Profitability 137 Measuring Customer Lifetime

Value 138 Attracting and Retaining Customers 138

MarkEtING MEMO Calculating Customer Lifetime Value 139

Building Loyalty 142 Brand Communities 143 Win-Backs 146

Cultivating Customer Relationships 146 Customer Relationship Management 146

MarkEtING INSIGht The Behavioral Targeting Controversy 147

Summary 152 applications 152

MarkEtING ExCEllENCE Nordstrom 153

MarkEtING ExCEllENCE Tesco 154

Chapter 6 Analyzing Consumer Markets 157

What Influences Consumer Behavior? 157 Cultural Factors 157 Social Factors 159 Personal Factors 161

MarkEtING MEMO The Average U.S. Consumer Quiz 162

Key Psychological Processes 165 Motivation 165 Perception 167

MarkEtING MEMO The Power of Sensory Marketing 167

Learning 169 Emotions 170 Memory 171

The Buying Decision Process: The Five-Stage Model 172

Problem Recognition 173 Information Search 174 Evaluation of Alternatives 175 Purchase Decision 176 Postpurchase Behavior 178 Moderating Effects on Consumer Decision

Making 180 Behavioral Decision Theory and Behavioral

Economics 180 Decision Heuristics 181 Framing 182

Summary 183 applications 183

MarkEtING ExCEllENCE Disney 184

MarkEtING ExCEllENCE IKEA 185

Chapter 7 Analyzing Business Markets 189

What Is Organizational Buying? 189 The Business Market versus the Consumer

Market 189 Buying Situations 192

Participants in the Business Buying Process 193

The Buying Center 194 Buying Center Influences 194 Targeting Firms and Buying Centers 195

MarkEtING INSIGht Big Sales to Small Businesses 196

The Purchasing/Procurement Process 197 Stages in the Buying Process 198

Problem Recognition 198

x

General Need Description and Product Specification 199

Supplier Search 199 Proposal Solicitation 201 Supplier Selection 201

MarkEtING MEMO Developing Compelling Customer Value Propositions 202

Order-Routine Specification 204 Performance Review 204

Developing Effective Business-to-Business Marketing Programs 204

Communication and Branding Activities 204 Systems Buying and Selling 206

MarkEtING MEMO Spreading the Word with Customer Reference Programs 207

Role of Services 207 Managing Business-to-Business Customer

Relationships 208 The Benefits of Vertical Coordination 208

MarkEtING INSIGht Establishing Corporate Trust, Credibility, and Reputation 209

Risks and Opportunism in Business Relationships 209

Institutional and Government Markets 211 Summary 212 applications 213

MarkEtING ExCEllENCE Accenture 213

MarkEtING ExCEllENCE GE 214

Chapter 8 Tapping into Global Markets 217

Competing on a Global Basis 217 Deciding Whether to Go Abroad 219 Deciding Which Markets to Enter 220

How Many Markets to Enter 220 Evaluating Potential Markets 221 Succeeding in Developing

Markets 221 Deciding How to Enter the Market 226

Indirect and Direct Export 227 Licensing 227 Joint Ventures 228 Direct Investment 228 Acquisition 228

Deciding on the Marketing Program 229 Global Similarities and Differences 230 Marketing Adaptation 231 Global Product Strategies 232

Global Communication Strategies 235 Global Pricing Strategies 235 Global Distribution Strategies 237

Country-of-Origin Effects 238 Building Country Images 238 Consumer Perceptions of Country of

Origin 239 Summary 240 applications 241

MarkEtING ExCEllENCE Twitter 241

MarkEtING ExCEllENCE L’Oréal 242

Part 4 Building Strong Brands 244

Chapter 9 Identifying Market Segments and Targets 245

Bases for Segmenting Consumer Markets 246

Geographic Segmentation 246 Demographic Segmentation 249 Psychographic Segmentation 258 Behavioral Segmentation 259

How Should Business Markets Be Segmented? 261

Market Targeting 262 Effective Segmentation Criteria 263

Evaluating and Selecting the Market Segments 264

MarkEtING INSIGht Chasing the Long Tail 267

MarkEtING MEMO Protecting Kids Online 269

Summary 269 applications 270

MarkEtING ExCEllENCE HSBC 270

MarkEtING ExCEllENCE BMW 272

Chapter 10 Crafting the Brand Positioning 275

Developing a Brand Positioning 275 Understanding Positioning and Value

Propositions 275 Choosing a Competitive Frame of

Reference 276 Identifying Potential Points-of-Difference

and Points-of-Parity 278

xi

Choosing Specific POPs and PODs 282 Brand Mantras 285

Establishing a Brand Positioning 287

MarkEtING MEMO Constructing a Brand Positioning Bull’s eye 287

Alternative Approaches to Positioning 291 Brand Narratives and Storytelling 291 Cultural Branding 292

Positioning and Branding for A Small Business 292

Summary 295 applications 295

MarkEtING ExCEllENCE Louis Vuitton 296

MarkEtING ExCEllENCE American Express 296

Chapter 11 Creating Brand Equity 299

How Does Branding Work? 299 The Role of Brands 300 The Scope of Branding 301

Defining Brand Equity 302 Brand Equity Models 304

MarkEtING INSIGht Brand Bubble Trouble 306

Building Brand Equity 309

MarkEtING MEMO The Marketing Magic of Characters 310

Designing Holistic Marketing Activities 310 Leveraging Secondary Associations 312 Internal Branding 314

Measuring Brand Equity 315

MarkEtING INSIGht The Brand Value Chain 315

MarkEtING INSIGht What Is a Brand Worth? 317

Managing Brand Equity 318 Brand Reinforcement 318 Brand Revitalization 319

Devising a Branding Strategy 321 Branding Decisions 322 Brand Portfolios 323 Brand Extensions 325

Customer Equity 328

MarkEtING MEMO Twenty-First-Century Branding 329

Summary 330 applications 330

MarkEtING ExCEllENCE McDonald’s 331

MarkEtING ExCEllENCE Procter & Gamble 332

Chapter 12 Addressing Competition and Driving Growth 335

Growth 335 Growth Strategies 335 Growing the Core 336

Competitive Strategies for Market Leaders 337

Expanding Total Market Demand 338 Protecting Market Share 339 Increasing Market Share 341

Other Competitive Strategies 342 Market-Challenger Strategies 342 Market-Follower Strategies 344

MarkEtING INSIGht The Costs and Benefits of Fast Fashion 345

Market-Nicher Strategies 346

MarkEtING MEMO Niche Specialist Roles 348

Product Life-Cycle Marketing Strategies 348 Product Life Cycles 348 Style, Fashion, and Fad Life Cycles 349 Marketing Strategies: Introduction Stage and

the Pioneer Advantage 351

MarkEtING INSIGht Understanding Double Jeopardy 352

Marketing Strategies: Growth Stage 353 Marketing Strategies: Maturity Stage 354 Marketing Strategies: Decline Stage 355

MarkEtING MEMO Managing a Marketing Crisis 356

Evidence for the Product Life-Cycle Concept 358

Critique of the Product Life-Cycle Concept 359

Market Evolution 359 Marketing in a Slow-Growth Economy 359

Explore the Upside of Increasing Investment 359

Get Closer to Customers 360 Review Budget Allocations 360 Put Forth the Most Compelling Value

Proposition 360 Fine-Tune Brand and Product Offerings 361

xii

Summary 362 applications 362

MarkEtING ExCEllENCE Samsung 363

MarkEtING ExCEllENCE IBM 364

Part 5 Creating Value 366

Chapter 13 Setting Product Strategy 367

Product Characteristics and Classifications 367

Product Levels: The Customer-Value Hierarchy 367

Product Classifications 369 Differentiation 370

Product Differentiation 371 Services Differentiation 372

Design 374 Design Leaders 374 Power of Design 375 Approaches to Design 375

Luxury Products 376 Characterizing Luxury Brands 376 Growing Luxury Brands 376 Marketing Luxury Brands 377

Environmental Issues 378

MarkEtING MEMO A Sip or A Gulp: Environmental Concerns in the Water Industry 379

Product and Brand Relationships 379 The Product Hierarchy 380 Product Systems and Mixes 380 Product Line Analysis 381 Product Line Length 382

MarkEtING INSIGht When Less Is More 383

Product Mix Pricing 386 Co-Branding and Ingredient

Branding 387

MarkEtING MEMO Product-Bundle Pricing Considerations 388

Packaging, Labeling, Warranties, and Guarantees 390

Packaging 390 Labeling 392 Warranties and Guarantees 393

Summary 393 applications 394

MarkEtING ExCEllENCE Caterpillar 394

MarkEtING ExCEllENCE Toyota 396

Chapter 14 Designing and Managing Services 399

The Nature of Services 399 Service Industries Are Everywhere 399 Categories of Service Mix 400 Distinctive Characteristics of Services 402

The New Services Realities 406 A Shifting Customer Relationship 406

MarkEtING MEMO Lights! Cameras! Customer Service Disasters! 408

Achieving Excellence In Services Marketing 409

Marketing Excellence 409 Technology and Service

Delivery 410 Best Practices of Top Service

Companies 411 Differentiating Services 413

MarkEtING INSIGht Improving Company Call Centers 414

Managing Service Quality 417 Managing Customer Expectations 418

MarkEtING MEMO Recommendations for Improving Service Quality 419

Incorporating Self-Service Technologies (SSTS) 421

Managing Product-Support Services 422 Identifying and Satisfying Customer

Needs 422 Postsale Service Strategy 423

Summary 423 applications 424

MarkEtING ExCEllENCE The Ritz-Carlton 424

MarkEtING ExCEllENCE Mayo Clinic 426

Chapter 15 Introducing New Market Offerings 429

New-Product Options 429 Make or Buy 429 Types of New Products 430

xiii

Challenges in New-Product Development 431

The Innovation Imperative 432 New-Product Success 432 New-Product Failure 433

Organizational Arrangements 434 Budgeting for New-Product Development 434 Organizing New-Product Development 435

Managing the Development Process: Ideas 438 Generating Ideas 438

MarkEtING MEMO Ten Ways to Find Great New-Product Ideas 438

MarkEtING INSIGht P&G’S Connect + Develop Approach to Innovation 439

MarkEtING MEMO Seven Ways to Draw New Ideas from Your Customers 440

MarkEtING MEMO How to Run a Successful Brainstorming Session 442

Using Idea Screening 443 Managing the Development Process: Concept

to Strategy 445 Concept Development and Testing 445 Marketing Strategy Development 448 Business Analysis 448

Managing the Development Process: Development to Commercialization 450

Product Development 450 Market Testing 451 Commercialization 453

The Consumer-Adoption Process 454 Stages in the Adoption Process 454 Factors Influencing the Adoption

Process 454 Summary 456 applications 457

MarkEtING ExCEllENCE Apple 457

MarkEtING ExCEllENCE Salesforce.com 459

Chapter 16 Developing Pricing Strategies and Programs 461

Understanding Pricing 461 Pricing in a Digital World 462 A Changing Pricing Environment 462

MarkEtING INSIGht Giving It All Away 463

How Companies Price 464 Consumer Psychology and Pricing 465

Setting the Price 467 Step 1: Selecting the Pricing Objective 467

MarkEtING INSIGht Trading Up, Down, and Over 468

Step 2: Determining Demand 470 Step 3: Estimating Costs 472

MarkEtING MEMO How to Cut Costs 474

Step 4: Analyzing Competitors’ Costs, Prices, and Offers 474

Step 5: Selecting a Pricing Method 475 Step 6: Selecting the Final Price 480

MarkEtING INSIGht Stealth Price Increases 481

Adapting the Price 482 Geographical Pricing (Cash, Countertrade,

Barter) 482 Price Discounts and Allowances 482 Promotional Pricing 483 Differentiated Pricing 484

Initiating and Responding to Price Changes 485

Initiating Price Cuts 485 Initiating Price Increases 486 Anticipating Competitive Responses 486 Responding to Competitors’ Price

Changes 487 Summary 488 applications 488

MarkEtING ExCEllENCE eBay 489

MarkEtING ExCEllENCE Southwest Airlines 490

Part 6 Delivering Value 492

Chapter 17 Designing and Managing Integrated Marketing Channels 493

Marketing Channels and Value Networks 494

The Importance of Channels 494 Multichannel Marketing 494 Integrating Multichannel Marketing

Systems 495 Value Networks 497 The Digital Channels Revolution 498

The Role of Marketing Channels 499 Channel Functions and Flows 500 Channel Levels 501 Service Sector Channels 502

xiv

Channel-Design Decisions 503 Analyzing Customer Needs and Wants 503

MarkEtING INSIGht Understanding the Showrooming Phenomena 503

Establishing Objectives and Constraints 504 Identifying Major Channel Alternatives 505 Evaluating Major Channel

Alternatives 507 Channel-Management Decisions 508

Selecting Channel Members 508 Training and Motivating Channel

Members 508 Evaluating Channel Members 509 Modifying Channel Design and

Arrangements 510 Channel Modification Decisions 510 Global Channel Considerations 510

Channel Integration and Systems 512 Vertical Marketing Systems 512 Horizontal Marketing Systems 514

E-Commerce Marketing Practices 514 Pure-Click Companies 514 Brick-and-Click Companies 515

M-Commerce Marketing Practices 516 Changes in Customer and Company

Behavior 517 M-Commerce Marketing Practices 517 Privacy 518

Conflict, Cooperation, and Competition 518 Types of Conflict and Competition 519 Causes of Channel Conflict 519 Managing Channel Conflict 519 Dilution and Cannibalization 521 Legal and Ethical Issues in Channel

Relations 521 Summary 521 applications 522

MarkEtING ExCEllENCE Amazon.com 522

MarkEtING ExCEllENCE Costco 524

Chapter 18 Managing Retailing,Wholesaling, and Logistics 527

Retailing 527 Types of Retailers 528

MarkEtING MEMO Innovative Retail Organizations 529

The Modern Retail Marketing Environment 532

MarkEtING INSIGht The Growth of Shopper Marketing 534

Marketing Decisions 535

MarkEtING MEMO Helping Stores to Sell 540

Private Labels 541 Role of Private Labels 542 Private-Label Success Factors 542

MarkEtING INSIGht Manufacturer’s Response to the Private-Label Threat 543

Wholesaling 543 Trends in Wholesaling 545

Market Logistics 545 Integrated Logistics Systems 546 Market-Logistics Objectives 547 Market-Logistics Decisions 548

Summary 551 applications 552

MarkEtING ExCEllENCE Zara 552

MarkEtING ExCEllENCE Best Buy 554

Part 7 Communicating Value 556

Chapter 19 Designing and Managing Integrated Marketing Communications 557

The Role of Marketing Communications 558 The Changing Marketing Communications

Environment 558

MarkEtING INSIGht Don’t Touch That Remote 558

Marketing Communications Mix 559 How Do Marketing Communications

Work? 561 The Communications Process Models 562

Developing Effective Communications 564 Identify the Target Audience 564 Set the Communications Objectives 565 Design the Communications 565 Select the Communications

Channels 568

MarkEtING MEMO Celebrity Endorsements as a Message Strategy 569

MarkEtING INSIGht Playing Tricks to Build a Brand 571

xv

Establish the Total Marketing Communications Budget 572

Selecting the Marketing Communications Mix 573

Characteristics of the Marketing Communications Mix 574

Factors in Setting the Marketing Communications Mix 575

Measuring Communication Results 577 Managing the Integrated Marketing

Communications Process 577 Coordinating Media 579 Implementing IMC 579

MarkEtING MEMO How Integrated Is Your IMC Program? 579

Summary 580 applications 581

MarkEtING ExCEllENCE Red Bull 581

MarkEtING ExCEllENCE Target 582

Chapter 20 Managing Mass Communications: Advertising, Sales Promotions, Events and Experiences, and Public Relations 585

Developing and Managing an Advertising Program 586

Setting the Advertising Objectives 587 Deciding on the Advertising Budget 587 Developing the Advertising

Campaign 588

MarkEtING MEMO Print Ad Evaluation Criteria 590

MarkEtING INSIGht Off-Air Ad Battles 592

Choosing Media 593

MarkEtING INSIGht Playing Games with Brands 596

MarkEtING MEMO Winning The Super Bowl of Advertising 597

Evaluating Advertising Effectiveness 599 Sales Promotion 600

Advertising Versus Promotion 600 Major Decisions 601

Events and Experiences 604 Events Objectives 604 Major Sponsorship Decisions 605

MarkEtING MEMO Measuring High- Performance Sponsorship Programs 606

Creating Experiences 606 Public Relations 607

Marketing Public Relations 607 Major Decisions in Marketing PR 608

Summary 609 applications 610

MarkEtING ExCEllENCE Coca-Cola 610

MarkEtING ExCEllENCE Gillette 612

Chapter 21 Managing Digital Communications: Online, Social Media, and Mobile 615

Online Marketing 615 Advantages and Disadvantages of Online

Marketing Communications 616 Online Marketing Communication

Options 617

MarkEtING MEMO How to Maximize the Marketing Value of E-mails 620

Social Media 620 Social Media Platforms 621 Using Social Media 622

Word of Mouth 623 Forms of Word of Mouth 624 Creating Word-of-Mouth Buzz 624

MarkEtING MEMO How to Start a Buzz Fire 626

MarkEtING INSIGht Tracking Online Buzz 627

Measuring the Effects of Word of Mouth 628

Mobile Marketing 628 The Scope of Mobile Marketing 628 Developing Effective Mobile Marketing

Programs 629 Mobile Marketing across Markets 629

Summary 630 applications 631

MarkEtING ExCEllENCE Facebook 631

MarkEtING ExCEllENCE Unilever (Axe and Dove) 632

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Chapter 22 Managing Personal Communications: Direct and Database Marketing and Personal Selling 635

Direct Marketing 635 The Benefits of Direct Marketing 636 Direct Mail 637 Catalog Marketing 638 Telemarketing 638 Other Media for Direct-Response

Marketing 639 Public and Ethical Issues in Direct

Marketing 639 Customer Databases and Database

Marketing 640 Customer Databases 640 Data Warehouses and Data Mining 640 The Downside of Database Marketing 642

Designing the Sales Force 642 Sales Force Objectives and Strategy 644 Sales Force Structure 645

MarkEtING INSIGht Major Account Management 646

Sales Force Size 646 Sales Force Compensation 646

Managing the Sales Force 647 Recruiting and Selecting

Representatives 647 Training and Supervising Sales

Representatives 647 Sales Rep Productivity 648 Motivating Sales Representatives 648 Evaluating Sales Representatives 649

Principles of Personal Selling 651 The Six Steps 651 Relationship Marketing 652

Summary 653 applications 653

MarkEtING ExCEllENCE Progressive 654

MarkEtING ExCEllENCE Victoria’s Secret 655

Part 8 Conducting Marketing Responsibly for Long-Term Success 656

Chapter 23 Managing a Holistic Marketing Organization for the Long Run 657

Trends in Marketing Practices 657 Internal Marketing 658

MarkEtING MEMO Characteristics of Company Departments That Are Truly Customer Driven 659

Organizing the Marketing Department 660 Relationships with Other Departments 662 Building a Creative Marketing

Organization 662

MarkEtING INSIGht The Marketing CEO 663

Socially Responsible Marketing 663 Corporate Social Responsibility 664

MarkEtING INSIGht The Rise of Organic 667

Socially Responsible Business Models 668

Cause-Related Marketing 668

MarkEtING MEMO Making a Difference: Top 10 Tips for Cause Branding 671

Social Marketing 672 Marketing Implementation and Control 675

Marketing Implementation 675 Marketing Control 675

The Future of Marketing 680

MarkEtING MEMO Major Marketing Weaknesses 681

Summary 683 applications 683

MarkEtING ExCEllENCE Starbucks 684

MarkEtING ExCEllENCE Virgin Group 685

appendix Tools for Marketing Control 687

appendix: Sonic Marketing Plan and Exercises a1 Endnotes E1 Glossary G1 Name Index I1 Company, Brand, and Organization Index I5 Subject Index I18

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Preface What’s New in the 15th Edition The 15th edition of Marketing Management is a landmark entry in the long successful history of the market leader. With the 15th edition, great care was taken to provide an introductory guide to marketing management that truly reflects the modern realities of marketing. In doing so, classic concepts, guidelines, and examples were retained while new ones were added as appropriate. Three broad forces—globalization, technology, and social responsibility—were identified as critical to the success of modern marketing programs. These three topics are evident all through the text.

As has been the case for a number of editions now, the overriding goal of the revision for the 15th edition of Marketing Management was to create as comprehensive, current, and engaging a MBA marketing textbook as possible. Where appropriate, new material was added, old material was updated, and no longer relevant or necessary material was deleted.

Even though marketing is changing in many significant ways these days, many core elements remain, and we feel strongly that a balanced approach of classic and contemporary approaches and perspectives is the way to go. Marketing Management, 15th edition, allows those instructors who have used the 14th edition to build on what they have learned and done while at the same time offering a text that is unsurpassed in breadth, depth, and relevance for students experiencing Marketing Management for the first time.

The successful across-chapter reorganization into eight parts that began with the 12th edition of Marketing Management has largely been preserved, although several adjustments have been made to improve student understanding, as described below. Many of the favorably received within-chapter features that have been introduced through the years, such as topical chapter openers, in-text boxes highlighting noteworthy compa- nies or issues, and the Marketing Insight and Marketing Memo boxes that provide in-depth conceptual and practical commentary, have been retained.

Significant changes to the 15th edition include:

• Brand-new opening vignettes for each chapter set the stage for the chapter material to follow. By covering topical brands or companies, the vignettes are great classroom discussion starters.

• Almost half of the in-text boxes are new. These boxes provide vivid illustrations of chapter concepts using actual companies and situations. The boxes cover a variety of products, services, and markets, and many have accompanying illustrations in the form of ads or product shots.

• Each end-of-chapter section now includes two expanded Marketing Excellence mini-cases highlighting innovative, insightful marketing accomplishments by leading organizations. Each case includes questions that promote classroom discussion and student analysis.

• The global chapter (8, previously Chapter 21) has been moved into Part 3 on Connecting with Customers and the new products chapter (15, previously Chapter 20) has been moved into Part 5 on Creating Value. The positioning and brand chapters (10 and 11) have been switched to allow for the conventional STP sequencing. These moves permit richer coverage of the topics and better align with many instructors’ teaching strategy.

• A new chapter (21) titled Managing Digital Communications: Online, Social Media, and Mobile has been added to better highlight that important topic. Significant attention is paid throughout the text to what a new section in Chapter 1 calls “the digital revolution.”

• The concluding chapter (23) has been retitled “Managing a Holistic Marketing Organization for the Long Run” and addresses corporate social responsibility, business ethics, and sustainability, among other topics.

• Chapter 12 (previously Chapter 11) has been retitled “Addressing Competition and Driving Growth” to acknowledge the importance of growth to an organization.

What Is Marketing Management All About? Marketing Management is the leading marketing text because its content and organization consistently reflect changes in marketing theory and practice. The very first edition of Marketing Management, published in 1967, introduced the concept that companies must be customer and market driven. But there was little mention of

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what have now become fundamental topics such as segmentation, targeting, and positioning. Concepts such as brand equity, customer value analysis, database marketing, e-commerce, value networks, hybrid channels, supply chain management, and integrated marketing communications were not even part of the marketing vocabulary then. Marketing Management continues to reflect the changes in the marketing discipline over the past almost 50 years.

Firms now sell goods and services through a variety of direct and indirect channels. Mass advertis- ing is not nearly as effective as it was, so marketers are exploring new forms of communication, such as experiential, entertainment, and viral marketing. Customers are telling companies what types of product or services they want and when, where, and how they want to buy them. They are increasingly reporting to other consumers what they think of specific companies and products—using e-mail, blogs, podcasts, and other digital media to do so. Company messages are becoming a smaller fraction of the total “conversation” about products and services.

In response, companies have shifted gears from managing product portfolios to managing customer portfolios, compiling databases on individual customers so they can understand them better and construct individualized offerings and messages. They are doing less product and service standardization and more niching and customization. They are replacing monologues with customer dialogues. They are improving their methods of measuring customer profitability and customer lifetime value. They are intent on measur- ing the return on their marketing investment and its impact on shareholder value. They are also concerned with the ethical and social implications of their marketing decisions.

As companies change, so does their marketing organization. Marketing is no longer a company depart- ment charged with a limited number of tasks—it is a company-wide undertaking. It drives the company’s vision, mission, and strategic planning. Marketing includes decisions like whom the company wants as its customers, which of their needs to satisfy, what products and services to offer, what prices to set, what communications to send and receive, what channels of distribution to use, and what partnerships to develop. Marketing succeeds only when all departments work together to achieve goals: when engineering designs the right products; finance furnishes the required funds; purchasing buys high-quality materials; produc- tion makes high-quality products on time; and accounting measures the profitability of different customers, products, and areas.

To address all these different shifts, good marketers are practicing holistic marketing. Holistic marketing is the development, design, and implementation of marketing programs, processes, and activities that recog- nize the breadth and interdependencies of today’s marketing environment. Four key dimensions of holistic marketing are:

1. Internal marketing—ensuring everyone in the organization embraces appropriate marketing principles, especially senior management.

2. Integrated marketing—ensuring that multiple means of creating, delivering, and communicating value are employed and combined in the best way.

3. Relationship marketing—having rich, multifaceted relationships with customers, channel members, and other marketing partners.

4. Performance marketing—understanding returns to the business from marketing activities and programs, as well as addressing broader concerns and their legal, ethical, social, and environmental effects.

These four dimensions are woven throughout the book and at times spelled out explicitly. The text is organized to specifically address the following eight tasks that constitute modern marketing management in the 21st century:

1. Developing marketing strategies and plans 2. Capturing marketing insights 3. Connecting with customers 4. Building strong brands 5. Creating value 6. Delivering value 7. Communicating value 8. Conducting marketing responsibly for long-term success

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What Makes Marketing Management the Marketing Leader? Marketing is of interest to everyone, whether they are marketing goods, services, properties, persons, places, events, information, ideas, or organizations. As it has maintained its respected position among students, educators, and businesspeople, Marketing Management has kept up to date and contemporary. Students (and instructors) feel that the book is talking directly to them in terms of both content and delivery.

Marketing Management owes its marketplace success to its ability to maximize three dimensions that characterize the best marketing texts—depth, breadth, and relevance—as measured by the following criteria:

• Depth. Does the book have solid academic grounding? Does it contain important theoretical concepts, models, and frameworks? Does it provide conceptual guidance to solve practical problems?

• Breadth. Does the book cover all the right topics? Does it provide the proper amount of emphasis on those topics?

• Relevance. Does the book engage the reader? Is it interesting to read? Does it have lots of compelling examples?

The 15th edition builds on the fundamental strengths of past editions that collectively distinguish it from all other marketing management texts:

• Managerial orientation. The book focuses on the major decisions that marketing managers and top management face in their efforts to harmonize the organization’s objectives, capabilities, and resources with marketplace needs and opportunities.

• Analytical approach. Marketing Management presents conceptual tools and frameworks for analyz- ing recurring problems in marketing management. Cases and examples illustrate effective marketing principles, strategies, and practices.

• Multidisciplinary perspective. The book draws on the rich findings of various scientific disciplines— economics, behavioral science, management theory, and mathematics—for fundamental concepts and tools directly applicable to marketing challenges.

• Universal applications. The book applies strategic thinking to the complete spectrum of marketing: products, services, persons, places, information, ideas, and causes; consumer and business markets; profit and nonprofit organizations; domestic and foreign companies; small and large firms; manufacturing and intermediary businesses; and low- and high-tech industries.

• Comprehensive and balanced coverage. Marketing Management covers all the topics an informed marketing manager needs to understand to execute strategic, tactical, and administrative marketing.

Instructor Resources At the Instructor Resource Center, www.pearsonhighered.com/irc, instructors can easily register to gain access to a variety of instructor resources available with this text in downloadable format. If assistance is needed, our dedicated technical support team is ready to help with the media supplements that accompany this text. Visit http://247.pearsoned.com for answers to frequently asked questions and toll-free user support phone numbers.

The following supplements are available with this text:

• Instructor’s Resource Manual • Test Bank • TestGen® Computerized Test Bank • PowerPoint Presentation • Instructor Video Library • Image Library

http://www.pearsonhighered.com/irc
http://247.pearsoned.com
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acknowledgments the 15th edition bears the imprint of many people. From Phil Kotler: My colleagues and associates at the Kellogg School of Management at Northwestern University continue to have an important impact on my thinking: Nidhi Agrawal, Eric T. Anderson, James C. Anderson, Robert C. Blattberg, Miguel C. Brendl, Bobby J. Calder, Gregory S. Carpenter, Alex Chernev, Anne T. Coughlan, David Gal, Kent Grayson, Karsten Hansen, Dipak C. Jain, Lakshman Krishnamurti, Angela Lee, Vincent Nijs, Yi Qian, Mohanbir S. Sawhney, Louis W. Stern, Brian Sternthal, Alice M. Tybout, and Andris A. Zoltners. I also want to thank the S. C. Johnson Family for the generous support of my chair at the Kellogg School. Completing the Northwestern team are my former Deans, Donald P. Jacobs and Dipak Jain and my current Dean, Sally Blount, for provid- ing generous support for my research and writing.

Several former faculty members of the marketing department had a great influence on my think- ing: Steuart Henderson Britt, Richard M. Clewett, Ralph Westfall, Harper W. Boyd, Sidney J. Levy, John Sherry, and John Hauser. I also want to acknowledge Gary Armstrong for our work on Principles of Marketing.

I am indebted to the following coauthors of international editions of Marketing Management and Principles of Marketing who have taught me a great deal as we worked together to adapt marketing manage- ment thinking to the problems of different nations:

• Swee-Hoon Ang and Siew-Meng Leong, National University of Singapore • Chin-Tiong Tan, Singapore Management University • Friedhelm W. Bliemel, Universitat Kaiserslautern (Germany) • Linden Brown; Stewart Adam, Deakin University; Suzan Burton: Macquarie Graduate School of

Management, and Sara Denize, University of Western Sydney (Australia) • Bernard Dubois, Groupe HEC School of Management (France) and Delphine Manceau, ESCP-EAP

European School of Management • John Saunders, Loughborough University and Veronica Wong, Warwick University (United Kingdom) • Jacob Hornick, Tel Aviv University (Israel) • Walter Giorgio Scott, Universita Cattolica del Sacro Cuore (Italy) • Peggy Cunningham, Queen’s University (Canada)

I also want to acknowledge how much I have learned from working with coauthors on more special- ized marketing subjects: Alan Andreasen, Christer Asplund, Paul N. Bloom, John Bowen, Roberta C. Clarke, Karen Fox, David Gertner, Michael Hamlin, Thomas Hayes, Donald Haider, Hooi Den Hua, Dipak Jain, Somkid Jatusripitak, Hermawan Kartajaya, Milton Kotler, Neil Kotler, Nancy Lee, Sandra Liu, Suvit Maesincee, James Maken, Waldemar Pfoertsch, Gustave Rath, Irving Rein, Eduardo Roberto, Joanne Scheff, Norman Shawchuck, Joel Shalowitz, Ben Shields, Francois Simon, Robert Stevens, Martin Stoller, Fernando Trias de Bes, Bruce Wrenn, and David Young.

My overriding debt continues to be to my lovely wife, Nancy, who provided me with the time, support, and inspiration needed to prepare this edition. It is truly our book.

From Kevin Lane Keller: I continually benefit from the wisdom of my marketing colleagues at Tuck— Punam Keller, Scott Neslin, Kusum Ailawadi, Praveen Kopalle, Peter Golder, Ellie Kyung, Yaniv Dover, Eesha Sharma, Fred Webster, Gert Assmus, and John Farley—as well as the leadership of Dean Paul Danos. I also gratefully acknowledge the invaluable research and teaching contributions from my faculty colleagues and collaborators through the years. I owe a considerable debt of gratitude to Duke University’s Jim Bettman and Rick Staelin for helping to get my academic career started and serving as positive role models to this day. I am also appreciative of all that I have learned from working with many industry executives who have generously shared their insights and experiences. With this 15th edition, I received some extremely help- ful research assistance from a talented group of Dartmouth undergraduate RAs—Caroline Buck, James Carlson, Ryan Galloway, Jack Heise, Jeff Keller, Jill Lyon, Richard Newsome-White, Rahul Raina, and Cameron Woodworth, —who were as accurate, thorough, dependable, and cheerful as you could possibly imagine. Alison Pearson provided superb administrative support. Finally, I give special thanks to Punam, my wife, and Carolyn and Allison, my daughters, who make it all happen and make it all worthwhile.

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We are indebted to the following colleagues at other universities who reviewed this new edition:

• Jennifer Barr, Richard Stockton College • Lawrence Kenneth Duke, Drexel University LeBow College of Business • Barbara S. Faries, Mission College, Santa Clara, CA • William E. Fillner, Hiram College • Frank J. Franzak,Virginia Commonwealth University • Robert Galka, De Paul University • Albert N. Greco, Fordham University • John A. Hobbs, University of Oklahoma • Brian Larson,Widener University • Anthony Racka, Oakland Community College, Auburn • Hills, MI • Jamie Ressler, Palm Beach Atlantic University • James E. Shapiro, University of New Haven • George David Shows, Louisiana Tech University

We would also like to thank colleagues who have reviewed previous editions of Marketing Management:

Homero Aguirre, TAMIU Alan Au, University of Hong Kong Hiram Barksdale, University of Georgia Boris Becker, Oregon State University Sandy Becker, Rutgers University Parimal Bhagat, Indiana University of Pennsylvania Sunil Bhatla, Case Western Reserve University Michael Bruce, Anderson University Frederic Brunel, Boston University John Burnett, University of Denver Lisa Cain, University of California at Berkeley and Mills

College Surjit Chhabra, DePaul University Yun Chu, Frostburg State University Dennis Clayson, University of Northern Iowa Bob Cline, University of Iowa Brent Cunningham, Jacksonville State University Hugh Daubek, Purdue University John Deighton, University of Chicago Kathleen Dominick, Rider University Tad Duffy, Golden Gate University Mohan Dutta, Purdue University Barbara Dyer, University of North Carolina at Greensboro Jackkie Eastman,Valdosta State University Steve Edison, University of Arkansas–Little Rock

Alton Erdem, University of Houston at Clear Lake Elizabeth Evans, Concordia University Barb Finer, Suffolk University Chic Fojtik, Pepperdine University Renee Foster, Delta State University Ralph Gaedeke, California State University, Sacramento Robert Galka, De Paul University Betsy Gelb, University of Houston at Clear Lake Dennis Gensch, University of Wisconsin, Milwaukee David Georgoff, Florida Atlantic University Rashi Glazer, University of California, Berkeley Bill Gray, Keller Graduate School of Management Barbara Gross, California State University at Northridge Lewis Hershey, Fayetteville State University Thomas Hewett, Kaplan University Mary Higby, University of Detroit–Mercy Arun Jain, State University of New York, Buffalo Michelle Kunz, Morehead State University Eric Langer, Johns Hopkins University Even Lanseng, Norwegian School of Management Ron Lennon, Barry University Michael Lodato, California Lutheran University Henry Loehr, Pfeiffer University–Charlotte Bart Macchiette, Plymouth University Susan Mann, Bluefield State College Charles Martin,Wichita State University H. Lee Matthews, Ohio State University

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Paul McDevitt, University of Illinois at Springfield Mary Ann McGrath, Loyola University, Chicago John McKeever, University of Houston Kenneth P. Mead, Central Connecticut State University Henry Metzner, University of Missouri, Rolla Robert Mika, Monmouth University Mark Mitchell, Coastal Carolina University Francis Mulhern, Northwestern University Pat Murphy, University of Notre Dame Jim Murrow, Drury College Zhou Nan, University of Hong Kong Nicholas Nugent, Boston College Nnamdi Osakwe, Bryant & Stratton College Donald Outland, University of Texas, Austin Albert Page, University of Illinois, Chicago Young-Hoon Park, Cornell University Koen Pauwels, Dartmouth College Lisa Klein Pearo, Cornell University Keith Penney, Webster University Patricia Perry, University of Alabama Mike Powell, North Georgia College and State University Hank Pruden, Golden Gate University Christopher Puto, Arizona State University Abe Qstin, Lakeland University Lopo Rego, University of Iowa Richard Rexeisen, University of St. Thomas

William Rice, California State University–Fresno Scott D. Roberts, Northern Arizona University Bill Robinson, Purdue University Robert Roe, University of Wyoming Jan Napoleon Saykiewicz, Duquesne University Larry Schramm, Oakland University Alex Sharland, Hofstra University Dean Siewers, Rochester Institute of Technology Anusorn Singhapakdi, Old Dominion University Jim Skertich, Upper Iowa University Allen Smith, Florida Atlantic University Joe Spencer, Anderson University Mark Spriggs, University of St. Thomas Nancy Stephens, Arizona State University Michael Swenso, Brigham Young University, Marriott

School Thomas Tellefsen, The College of Staten Island–CUNY Daniel Turner, University of Washington Sean Valentine, University of Wyoming Ann Veeck, West Michigan University R.Venkatesh, University of Pittsburgh Edward Volchok, Stevens Institute of Management D. J. Wasmer, St. Mary-of-the-Woods College Zac Williams, Mississippi State University Greg Wood, Canisius College Kevin Zeng Zhou, University of Hong Kong

A warm welcome and many thanks to the following people who contributed to the global case studies developed for the 14th edition:

Mairead Brady, Trinity College John R. Brooks, Jr., Houston Baptist University Sylvain Charlebois, University of Regina Geoffrey da Silva, Temasek Business School

Malcolm Goodman, Durham University Torben Hansen, Copenhagen Business School Abraham Koshy, Sanjeev Tripathi, and Abhishek, Indian