Safety
global standards, 569
product, 86, 274, 578,
social media, teens and, 598. See also Privacy entries
See also Product safety
Sales, salesforce and, 454–455
Sales and profit effects, advertising and, 444
Sales assistants, 460
Sales contest, business promotions, 478
Sales force, role of
customer/company linking, 457–458
marketing/sales and, coordinating, 458
Sales force analysis, 482
Sales force automation systems, 465
Sales force management
defined, 458
major steps in, 458
outside/inside sales, 460–461
size, of sales force, 459–460
structure of, design, 459
team selling, 461
Sales force performance, evaluating, 465
Sales force promotions, 473
Salespeople
business-to-business, 467–468
compensating, 463–464
evaluating, 465
motivation of, 465
recruiting/selecting, 461–462
supervising, 464–465
training, 462–463
Salesperson, 457
Salesperson-owned loyalty, 457–458
Sales promotion, 401, 416, 418
growth of, rapid, 472–473
objectives, 473–474
program, developing, 478–479
retailers and, 379–380
Sales promotion tools
business promotions, 478
consumer promotions, 474–476
trade promotions, 476
Sales quotas, 465
Sales reports, 465
Salutary products, 591
Same for less, positioning strategy, 209
Samples, consumer promotions, 474
Sample types, 115
Sampling plan, 114
Satisfaction, customer,
SBU. See Strategic business units
Scanner fraud, price and, 326
Scientific evidence, message execution and, 437
Search engines, 491
Search-related ads, 494
Seasonal discount, 311
Secondary beliefs, 88
Secondary data, 108
Segmentation
retailer, 376–377
wholesalers and, 390
Segmented marketing, 198–199
Segmented pricing, 312–323
Selective attention, 148
Selective distortion, 148
Selective distribution, 347
Selective retention, 148
Self-concept, consumer buyer behavior and, 144–145
Self-image, consumer buyer behavior and, 145
Self-regulatory principles, online/mobile marketing and, 509
Self-service retailers, 369
Self-view marketing segments, 88
Seller’s rights, 583
Selling, high-pressure, 578
Selling concept, 12
Selling process, steps in, 469. See also Personal selling process
Sense-and-respond, demand chain, 335. See also Supply chain entries
Sense-of-missing marketing, 590–591
Sequential product development, 264
Serial replacers, 579
Served market, 532–533
Service decisions, individual product and, 225–232. See also Product and service attributes; Product and service decisions
Service delivery, 239, 555
Service differentiation, 238–239
Service firms, marketing strategies for, 235
Service-firm-sponsored retailer franchise system, 340
Service intangibility, 234–235
Service nichers, 535
Service perishability, 234, 235
Service profit chain, 235–238
Service quality, managing, 239
Service recovery, 239
Service retailers, 370, 371
Services
Airbnb, 251–253
defined, 220
four characteristics of, 234
inseparability of, 234, 235
international marketing of, 274–275
levels of product and, 221–222
as market offering,
retailer level of, 377–379
retailers and, 369
supplies and, 224
support, 229, 231
wholesalers and, 391
Services differentiation, 206
Services marketing
differentiation, 238–239
nature/characteristics of, 234–235
productivity, managing, 239–240
quality, managing, 239
service profit chain, 235–238
strategies for, 235
three types of, 236
Services mix, retailer, 378
Services productivity, managing, 239–240
Service variability, 234, 235
Sexual orientation, diversity, demographics and, 79
Shared media, 404, 441
Shared projects, logistics, 358
Shared value, 13
Share of customer, growing, 20–21
Sharing, social media marketing and, 499–500
Sherman Antitrust Act (1890), 86, 324
Shipping, Marketing logistics and, 356–357
Shop-in-shop concepts, 369
Shopper marketing, 369
Shopping, omni-channel retailing and, 384–385
Shopping center, 380
Shopping experience, theme park, 396–397
Shopping products, 222
Short-run average cost curve (SRAC), 290
Short-run wants, 13
Showrooming
pricing and, 318
webrooming, 383
Simple random sample, 115
Simulated test markets, 263
Slice of life, message execution, 437
Slight-of-mouth message, 395
Small business, marketing information and, 120–121
Smartphones, mobile marketing and, 26. See also Mobile entries
Smart shelves, 356
Smart tags, 355
Social class, consumer buyer behavior and, 138
Social concerns, pricing and, 299
Social criticisms of marketing
businesses, marketing impact on other, 582–583
cultural pollution, 581–582
customers, poor service to disadvantaged, 579–580
deceptive practices, 577
false wants, materialism and, 580–581
high-pressure selling, 578
high prices, 576–577
planned obsolescence, 578–579
products, shoddy/harmful/unsafe, 578
social goods, too few, 581
Social environment, marketing and
cause-related marketing, 87
socially responsible behavior, ethics and, 85, 87
Social goods, 581. See also Social criticisms of marketing
Social idea marketing, 225
Socially responsible. See also Social responsibility
advertising/sales promotions and, 417–420
target marketing, 203–204
Socially responsible behavior, 85, 87
Social marketing, 225
Social media
ad campaigns and, 433
advertising and, 442
Audience Network, 450
business buyers, engaging with, 173–175
buzz marketing and, 411–412
consumer-generated marketing and, 18–19
content marketing an, 404–405
crowdsourcing, idea generation and, 258–259
customer engagement and, 17–18
customer insights and, 100
demographic environment and, 73–76
digital marketing intelligence and, 104–105
login apps, 538
marketing/public relations disasters and, 19, 91–92, 500, 513
mommy bloggers, influence of, 141–142
privacy, marketing research and, 124
promotion, retailers and, 379–380
PR tool, 448
real-time advertising and, 443–444
retailing, growth of, 383
sales and, 461
selling, tools for, 466, 468–469
socially responsible target marketing and, 203–204
teens, safety and, 598
views of others, 88–89
Social media marketing, 23, 490
advantages/challenges, 499–500
buy buttons, 512–513
disasters and, 19, 91–92, 500, 513
mobile marketing, 501–503
monetization and, 498–499
using, 497, 499
See also Marketing, online, mobile, social media
Social needs,
Social networks, consumer buyer behavior and, 138–140. See also Social media
Social responsibility. See also Socially responsible
marketing and, 29
product decisions and, 273–274
sustainable marketing and, 572–576
Social selling
defined, 457
online, mobile, social media tools for, 466, 468–469
Social targeting, 113–114
Social tracking, online, 113–114
Societal marketing concept, 13, 575, 591
Society. See also Social entries
cultural views of, 89
marketing impact on, 580–581
Sociocultural factors, of global market, 556
Software
communications tools and, 461
for CRM, 117
enterprise, 468
financial management, 264
logistics information management and, 357
marketing information system (MIS), 101–102
PRM/CRM, 349, 351
solution/systems selling, 167–168
supply chain management and, 353, 358
Windows operating systems, 516–518
SOHO (small office/home office), 77
Solutions selling, 167, 455
Spam, 495, 507–508
Special events
Specialty advertising items, 476
Specialty products, 222
Specialty stores, 369, 370
Spending, cutbacks in consumer, 381–382
Spirituality, culture and, 90
Sponsored content, advertising and, 435–436
Standardization, 274, 446, 542–544. See also Global standardization
Standardized global marketing, 559, 561
Stars, BCG growth-share matrix, 43, 45
Stimulus object, 149
Stockturn rate, 395
Store brands, national v., 243–244
Storytelling
message design and, 410
sales and, 455
Straight product extension, global market and, 561–562
Straight rebuy, 167
Strangers, customers, 22
Strategic business units (SBUs), 43
Strategic control, 59
Strategic group, 521–522
Strategic planning, 40, 575. See also Company-wide strategic planning
Strategies, competitor, 521–522
Strategy-planning process, 525–526
Stratified random sample, 115
Strip malls, 380
Style, product, 226
Subcultures, consumer buyer behavior and, 136–137
Subliminal advertising, 148
Subsistence economies, international trade and, 548
Substitute products, 198
Supermarkets, 370–371
Superstores, 370, 371
Supplier development, 166
Suppliers
idea generation and, 258
microenvironment and, 69–70
Supplier search, 172
Supplier selection, 173
Supplies and services, 224
Supply chain, 19
logistics, 352
sustainable, 353–354
value delivery network and, 334–335
Supply chain management, 19, 352–359
Survey research, 109, 110, 112–113, 231
Sustainability. See also Sustainable marketing
costs of, 598–599
environmentalism and, 584–588
four Ps of, 600
Sustainability vision, 587–586
Sustainable companies, ethics, marketing and, 596
Sustainable marketing, 13, 574–576
consumerism and, 583–584
environmentalism, 584–588
environmental/social responsibility and, 29
food with integrity (Chipotle), 586–587
public actions to regulate, 588–589
Sustainable marketing principles
consumer-oriented marketing, 589
customer value marketing, 589
innovative marketing, 590
purpose, balancing with profit, 592–593
sense-of-mission, 590–591
societal classification of products, 591
societal marketing, 591
Sustainable retailing, 386–387
Sustained growth, selling and, 482–484
Sweepstakes, consumer promotions, 475
SWOT marketing analysis, 55–56
Systematic new product development, 265
System selling, 167
