ALBERT — All Library Books, journals and Electronic Records Telegrafenberg

1

Electronic Resource

Virtual exhibitions: an exploratory study of Middle East exhibitors' dispositions (2004)

Lee-Kelley, Liz ; Gilbert, David ; Al-Shehabi, Nada F.

Bingley : Emerald

International marketing review 21 (2004), S. 634-644

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ISSN: 0265-1335

Source: Emerald Fulltext Archive Database 1994-2005

Topics: Economics

Notes: The recent concept of the "virtual exhibition" (VE) arose from an excess of demand over availability of traditional (physical) exhibitions. This initiative emerged from the Association of Exhibition Organisers (www.aeo.org.uk) and paved the way for far-sighted businesses to look to the Internet as an alternative platform. However, given its recent inception there is little empirical research on this promising new practice. This study examines the attitudes of organisers of Middle East exhibitions toward the use of the VE including its suitability in supporting international marketing activities. The evidence from this exploratory research, sampled from a selection of European and Middle-Eastern senior managers, leads to the conclusion that there is a general agreement on the potential of the VE and that it is likely to be a useful medium for "product", "promotion" and "price", although not as strongly for "place". The weaker response to place could be due to a preference in the use of VE to convey information rather than distribute goods. It could also be due to many companies currently being unable to automatically integrate Internet purchases through the VE with their fulfilment. The study also discusses the various operational issues, as well as the benefits and weaknesses that VE inception needs to address.

Type of Medium: Electronic Resource

URL: http://dx.doi.org/10.1108/02651330410568051

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2

Electronic Resource

How e-CRM can enhance customer loyalty (2003)

Lee-Kelley, Liz ; Gilbert, David ; Mannicom, Robin

Bingley : Emerald

Marketing intelligence & planning 21 (2003), S. 239-248

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ISSN: 0263-4503

Source: Emerald Fulltext Archive Database 1994-2005

Topics: Economics

Notes: Internet-based companies need to remain competitive. One way of improving competitive advantage is to attract more customers and increase customer retention; for example, by developing long-term, secure relationships between the buyers and sellers. Little empirical research has been conducted on the link between customer relationship management and customer loyalty within an Internet, or e-commerce, context. This study provides evidence of how to improve planning for customer management by presenting and testing a conceptual model of the process by which the implementation of electronic relationship marketing (e-CRM), can enhance loyalty. While building the research framework, price sensitivity was found to be a primary confounding element on loyalty and was included in the study for control. An exploratory study of Internet retailers, e-retailers, and their customers was conducted and the findings revealed that e-retail companies (with CD, DVD, video and book products) should consider customers' perceptions of relationship marketing efforts, as they are fundamental to enhancing customer loyalty and that an enhancement of customer loyalty reduces price sensitivity.

Type of Medium: Electronic Resource

URL: http://dx.doi.org/10.1108/02634500310480121

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3

Electronic Resource

Service quality for customer retention in the UK steel industry: old dogs and new tricks? (2002)

Lee-Kelley, Liz ; Davies, Sara ; Kangis, Peter

Bradford : Emerald

European business review 14 (2002), S. 276-286

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ISSN: 0955-534X

Source: Emerald Fulltext Archive Database 1994-2005

Topics: Economics

Notes: Manufacturing companies, in searching for new approaches to retain customers, are increasingly using service as a differentiator and as a means of integrating themselves into the customers' supply chain systems. This study is pivotal in exploring the concept of employing service quality in a non-service industry to raise switching barriers and to create customer longevity. A survey of the UK steel industry has revealed that the higher the level of perceived quality of service, the higher the expressed intended loyalty. For steel managers, this research has highlighted the importance of establishing a relationship strategy through service enhancement to foster customer loyalty.

Type of Medium: Electronic Resource

URL: http://dx.doi.org/10.1108/09555340210434465

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4

Electronic Resource

The reluctant Hong Kong consumer: purchasing travel online (2004)

Kolsaker, Ailsa ; Lee-Kelley, Liz ; Choy, Pui Ching

Oxford, UK : Blackwell Science Ltd

International journal of consumer studies 28 (2004), S. 0

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ISSN: 1470-6431

Source: Blackwell Publishing Journal Backfiles 1879-2005

Topics: Economics

Notes: Hong Kong consumers have embraced the web but appear reluctant to buy airline tickets online, suggesting that perceptions of risk outweigh perceived convenience. In this study we identify that both risk and convenience factors are associated strongly with willingness to purchase, particularly privacy, security and poor customer service, time savings, site usability and information provision. We identify further that the experienced shopper is only moderately satisfied and that satisfaction appears to be associated strongly with willingness to make further purchases. Overall, findings suggest that although consumers recognize a number of benefits, there is deep-rooted resistance to buying this particular product online. The explanation may lie in a combination of the physical density of the Hong Kong market, love of the whole shopping experience and a desire to minimize risk. We conclude that to tempt consumers online airlines and agents must target the Hong Kong market with a clear value proposition which includes user-friendly sites, streamlined payment procedures, on- and offline customer support, price-related promotions and tailored offline services which reinforce online offerings.

Type of Medium: Electronic Resource

URL: http://dx.doi.org/10.1111/j.1470-6431.2004.00373.x

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5

Electronic Resource

Situational leadership: Managing the virtual project team (2002)

Lee-Kelley, Liz

Bradford : Emerald

The @journal of management development 21 (2002), S. 461-476

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ISSN: 0262-1711

Source: Emerald Fulltext Archive Database 1994-2005

Topics: Economics

Notes: Shifting work patterns and increasing organisational cooperations have led to electronically integrated "unbounded" organisations and virtual teams. This study is pivotal in exploring the project manager's leadership style and control in managing changing project boundaries and permeable interfaces. A survey of clinical research projects indicates that project managers are not overly affected by internal market mechanisms or constraints on face-to-face interactions. However, certain project variables such as project objectives, team size, frequency of team changes and project duration play significant roles in the relationship between the project leader and his/her perception of project difficulties. The study's observations and conclusions are useful to the project owner/sponsor as well as the project manager; either might seek to select situations that would best match the manager's inclination or style and to avoid projects that are likely to present him/her with situations that are counter to his/her default preference.

Type of Medium: Electronic Resource

URL: http://dx.doi.org/10.1108/02621710210430623

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6

Electronic Resource

A social interaction approach to managing the "invisibles" of virtual teams (2004)

Lee-Kelley, Liz ; Crossman, Alf ; Cannings, Anne

Bingley : Emerald

Industrial management & data systems 104 (2004), S. 650-657

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ISSN: 0263-5577

Source: Emerald Fulltext Archive Database 1994-2005

Topics: Computer Science , Economics

Notes: This paper uses social interaction theory and Tuckman's team development model to report and interpret the findings of a case-based research into the forming and performance of eight internationally situated virtual project teams operating in the information technology industry. Its objective is to highlight the need to bridge the "gap" between the structural and process orientations of management and virtual team members' situational perceptions and psychological drivers (the "invisibles"). For organizations contemplating the adoption of these new organizational forms, its findings will provide a holistic framework to guide their transformation from conventional to virtual teams. Some of the issues identified here are also likely to be salient to those who are already using virtual teams.

Type of Medium: Electronic Resource

URL: http://dx.doi.org/10.1108/02635570410561636

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7

Electronic Resource

Technophobia, gender influences and consumer decision-making for technology-related products (2003)

Gilbert, David ; Lee-Kelley, Liz ; Barton, Maya

Bingley : Emerald

European journal of innovation management 6 (2003), S. 253-263

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ISSN: 1460-1060

Source: Emerald Fulltext Archive Database 1994-2005

Topics: Economics

Notes: Mobile Internet technology (MIT) is an extension of the Internet beyond the static terminal of the personal computer or television. It has been forecasted that by the end of 2005, there will be almost 500 million users of mobile m-commerce, generating more than $200 billion in revenues. Contributes to the body of knowledge on how to approach the study of MIT products. Proposes that consumer perceptions of MIT products can lead to dichotomous decision making and argues that the challenge for marketers is to harness and fit this dichotomy to the MIT product continuum through an understanding of consumer psychological and attribution factors. The overall findings indicate that technology anxiety correlates with demographic variables such as age, gender and academic qualifications. Therefore, the implications of the study are that technology product engineering and marketing should recognise the importance of: study of the psychosocial needs of technology products, human factors in engineering design which need to fit these needs; and developing product designs facilitating consumers' psychosocial needs.

Type of Medium: Electronic Resource

URL: http://dx.doi.org/10.1108/14601060310500968

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