참고문헌
Chapter 1. Marketing and Customer Value
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2. Arthur, “Gatorade, Powerade & BodyArmor.”
3. Darren Rovell, First in Thirst: How Gatorade Turned the Science of Sweat into a Cultural Phenomenon (New York: AMACOM, 2006).
4. Georgie Heath, “Tennis Legend Serena Williams Stars Alongside Lionel Messi, Michael Jordan and Usain Bolt in New Ad,” NewsChain, Not a Newspaper, February 25, 2020, https://www.newschainonline.com/news/tennis-legend-serena-williams-stars-alongside-lionel-messi-michael-jordan-and-usain-bolt-in-new-ad-4408
5. “How Gatorade Ran It Back to ’98 with #Game6Live,” Marketing, Twitter, accessed May 7, 2022, https://marketing.twitter.com/en/success-stories/gatorade-game6live-twitter.
6. “Definitions of Marketing,” American Marketing Association, last modified July 12, 2022, https://www.ama.org/the-definition-of-marketing-what-is-marketing/.
7. Marketing and the 7Ps: A Brief Summary of Marketing and How It Works (Maidenhead, UK: The Chartered Institute of Marketing, 2009), https://www.thensmc.com/sites/default/files/CIMpercent207Pspercent20Resource.PDF
8. “The Purpose of Marketing,” Business, Tutor2u, updated March 22, 2021, https://www.tutor2u.net/business/reference/the-purpose-of-marketing.
9. “Internal Marketing: What It Is and Why You Need It,” Martyn Bassett Associates Blog, Martyn Bassett Associates, March 4, 2021, https://www.mbassett.com/blog/internal-marketing.
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13. Ana Khlystova, “5 Steps to Creating a Customer-Driven Marketing Strategy,” HelpCrunch Blog, HelpCrunch, July 2, 2019, https://helpcrunch.com/blog/customer-driven-marketing-strategy/.
14. “Value Proposition,” Corporate Finance Institute, CFI Education, updated February 27, 2022, https://corporatefinanceinstitute.com/resources/knowledge/strategy/value-proposition/.
15. Mark Boedecker, “Value = Benefits/Cost,” Direct from Midrex, Midrex Technologies, September 2020, https://www.midrex.com/commentary/value-benefits-cost/.
16. Melissa Traynor, “Building Profitable Customer Relationships,” Small Business Success Blog, SCORE, June 27, 2019, https://sanluisobispo.score.org/blog/building-profitable-customer-relationships.
17. “What Is Customer Equity: Definitive Guide,” Internet Marketing 101, SendPulse, updated August 27, 2021, https://sendpulse.com/support/glossary/customer-equity.
18. “Magazine Advertising: A Primer,” Resources for Entrepreneurs, Gaebler Ventures, accessed January 4, 2022, https://www.gaebler.com/Magazine-Advertising.htm.
19. “How to Use the 5 M’s of Marketing to Review Internal Resources,” Oxford College of Marketing Blog, Oxford College of Marketing, last modified April 13, 2019, https://blog.oxfordcollegeofmarketing.com/2018/06/25/how-to-use-the-5-ms-of-marketing-to-review-internal-resources/.
20. Oxford College of Marketing, “Use the 5 M’s.”
21. Ibid.
22. Kellie Wong, “Organizational Culture: Definition, Importance, and Development,” Engage (blog), Achievers, May 7, 2020, https://www.achievers.com/blog/organizational-culture-definition/.
23. Gustavo Razzetti, “How Zappos Designs Culture Using Core Values,” Culture Design Blog Posts, Fearless Culture, December 9, 2019, https://www.fearlessculture.design/blog-posts/zappos-culture-design-canvas.
24. Katie Canales, “Tony Hsieh, the Late Former CEO of Zappos, Famously Pioneered the Concept of Paying New, Unhappy Employees $2,000 to Quit in Order to Maintain a Happy, Productive Workforce,” Insider, November 30, 2020, https://www.businessinsider.com/zappos-tony-hsieh-paid-new-workers-to-quit-the-offer-2020-11
25. Krystie Lee Yandoli, “Ellen DeGeneres Is Ending Her TV Show after Allegations of Sexual Misconduct and a Toxic Workplace,” BuzzFeed News, May 12, 2021, https://www.buzzfeednews.com/article/krystieyandoli/ellen-degeneres-show-ending.
26. Laura Click, “How a Strong Company Culture Dramatically Improves Your Marketing,” Blue Kite, last modified October 13, 2016, https://flybluekite.com/successful-marketing-relies-well-defined-company-culture/.
27. Toma Kulbytė, “Key Customer Experience Statistics You Need to Know,” SuperOffice Blog, SuperOffice, updated June 24, 2021, https://www.superoffice.com/blog/customer-experience-statistics/.
28. Bill Taylor, “Why Zappos Pays New Employees to Quit—and You Should Too,” Harvard Business Review, May 19, 2008, https://hbr.org/2008/05/why-zappos-pays-new-employees.
29. Julianna Young, “7 Zappos Amenities That Boost Employee Happiness,” Zappos.com Culture Blog, Zappos.com, June 12, 2019, https://www.zappos.com/about/stories/employee-happiness-amenities.
30. “The Impact of Micro and Macro Environment Factors on Marketing,” Oxford College of Marketing Blog, Oxford College of Marketing, last modified November 8, 2021, https://blog.oxfordcollegeofmarketing.com/2014/11/04/the-impact-of-micro-and-macro-environment-factors-on-marketing/.
31. “What Is PESTLE Analysis? An Important Business Analysis Tool,” PESTLE Analysis, last modified November 23, 2021, https://pestleanalysis.com/what-is-pestle-analysis/.
32. Megan Cerullo, “Product Shortages and Soaring Prices Reveal Fragility of US Supply Chain,” CBS News, CBS Interactive, April 13, 2022, https://www.cbsnews.com/news/product-shortages-inflation-supply-chain-2022/.
33. Gregg Logan and Todd LaRue, “Marketing to Baby Boomers One More Time,” The Advisory, May 30, 2019, https://www.rclco.com/publication/marketing-to-baby-boomers-one-more-time/.
34. Thomas Bush, “PESTLE Analysis: Technological Factors Affecting Business,” PESTLE Analysis, July 11, 2016, https://pestleanalysis.com/technological-factors-affecting-business/.
35. “The Marketing Concept,” OpExWorks.com Knowledge Base, OpExWorks Solutions, accessed May 7, 2022, http://www.opexworks.com/KBase/OpExWorks.com_Knowledge_Base.htm#Marketing_Management/The_Marketing_Concept.htm
36. Theodore Levitt, Marketing Myopia (Boston: Harvard Business Press, 2008).
37. “Societal Marketing Concept: Definition, Advantages, Examples,” iEduNote, last modified June 13, 2021, https://www.iedunote.com/societal-marketing-concept.
38. “Needs: Meaning, Importance, Types & Example,” MBA Skool, updated August 15, 2021, https://www.mbaskool.com/business-concepts/marketing-and-strategy-terms/1916-needs.html.
39. Jonathan R. Ferrer, “The Great Controversy: Does Marketing Create or Satisfy Needs?,” LinkedIn, May 25, 2015, https://www.linkedin.com/pulse/great-controversy-does-marketing-create-satisfy-needs-r-ferrer-mba-5/.
40. “Value Proposition,” Glossary, ProductPlan, last modified June 2, 2021, https://www.productplan.com/glossary/value-proposition/.
41. Bill Ragan Roofing Company (website), accessed July 18, 2022, https://www.billraganroofing.com/.
42. Ramona Sukhraj, “21 Value Proposition Examples That Every Marketer Can Learn From in 2021,” Newest Insights (blog), IMPACT, June 3, 2021, https://www.impactplus.com/blog/value-proposition-examples.
43. Sukhraj, “21 Value Proposition Examples.”
44. Ibid.
45. Wesley Chai, Tim Ehrens, and Karolina Kiwak, “CRM (Customer Relationship Management),” SearchCustomerExperience, TechTarget, September 25, 2020, https://www.techtarget.com/searchcustomerexperience/definition/CRM-customer-relationship-management.
46. “Salesforce Ranked #1 in CRM Market Share for Eighth Consecutive Year,” News & Insights, Salesforce, December 16, 2021, https://www.salesforce.com/news/stories/salesforce-ranked-1-in-crm-market-share-for-eighth-consecutive-year/.
47. “A Brief on Three Types of CRM: Operational, Analytical, Collaborative,” OroCRM Blog, Oro, April 1, 2020, https://oroinc.com/orocrm/blog/a-brief-on-three-types-of-crm-operational-analytical-collaborative/.
48. Oro, “Brief on Three Types.”
49. Ibid.
50. “How CRM Can Help in Strengthening Customer Loyalty,” Commence CRM Blog, Commence, July 26, 2020, https://commence.com/blog/2020/07/26/crm-strengthening-customer-loyalty/.
51. Commence, “How CRM Can Help.”
52. Ibid.
53. Ibid.
54. Lindsey Peacock, “7 Innovative Customer Loyalty Programs to Keep Them Coming Back,” Ecommerce Marketing Blog, Shopify, June 22, 2022, https://www.shopify.com/blog/loyalty-program.
55. “What Is Ethical Marketing? Complete Guide,” Lapaas Digital, September 11, 2020, https://lapaas.com/ethical-marketing/.
56. “56percent of Americans Stop Buying from Brands They Believe Are Unethical,” Mintel Press Office, Mintel, November 18, 2015, https://www.mintel.com/press-centre/social-and-lifestyle/56-of-americans-stop-buying-from-brands-they-believe-are-unethical.
57. “5 Brands That Used Transparency in Marketing and Won,” The Alida Journal (blog), Alida, July 8, 2016, https://www.alida.com/the-alida-journal/5-brands-employed-transparency-marketing-and-won.
58. Eriq Gardner, “Vizio Can’t Dodge Claims Its TVs Spy on Viewers,” The Hollywood Reporter, July 26, 2017, https://www.hollywoodreporter.com/business/business-news/vizio-cant-dodge-claims-tvs-spy-viewers-1024438/.
59. “When Silence Is the Best Response on Social Media,” Insights & News, BRG Communications, February 28, 2019, https://brgcommunications.com/when-silence-is-the-best-response-on-social-media/.
60. Ashley Lombardo, “5-Hour Energy Found Guilty of Misleading Advertising,” MedTruth, April 25, 2017, https://medtruth.com/articles/news/5-hour-energy-misleading-advertising/.
61. Karl Kronenberger, “You Can Sue Your Competitor for False Advertising,” News & Articles, Kronenberger Rosenfeld, September 20, 2018, https://krinternetlaw.com/news/article-detail/you-can-sue-your-competitor-for-false-advertising.
62. Arezou Naeini et al., “Case Study: How TOMS Shoes Made a Cause the Centre of Its Activities,” Business Today, June 7, 2015, https://www.businesstoday.in/magazine/lbs-case-study/story/toms-shoes-shoes-for-free-cause-marketing-strategy-case-study-49364-2015-05-22.
63. TOMS Shoes, TOMS Impact Report: 2019–2020, 2021, https://www.toms.com/on/demandware.static/-/Library-Sites-toms-content-global/default/pdfs/TOMS_Impact_Report.pdf.
64. “Our History,” Dancing Goats Coffee, https://www.dancinggoats.com/pages/our-history; Rachel Sanchez, “Two Names No More: Batdorf & Bronson Becomes Dancing Goats Coffee In Company Rebrand,” Thurston Talk, March 24, 2022, https://www.dancinggoats.com/blogs/blog/two-names-no-more-batdorf-bronson-becomes-dancing-goats-coffee-in-company-rebrand-by-rebecca-sanchez; “Well-Known Olympia Coffee Business Changes Its Name,” The Olympian, April 29, 2022, https://www.theolympian.com/
Chapter 2. Strategic Planning in Marketing
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2. Werner Geyser, “10 of the Best Marketing Strategy Examples to Power Your Campaigns,” Influencer Marketing Hub, updated August 1, 2022, https://influencermarketinghub.com/marketing-strategy-examples/.
3. Geyser, “Best Marketing Strategy Examples.”
4. Ibid.
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6. Patrick Hull, “Be Visionary. Think Big,” Forbes, December 19, 2012, https://www.forbes.com/sites/patrickhull/2012/12/19/be-visionary-think-big/.
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11. Christine Rowland, “Apple Inc.’s Mission Statement and Vision Statement (an Analysis),” Panmore Institute, updated May 9, 2022, https://panmore.com/apple-mission-statement-vision-statement.
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18. Kaur, “Conducting a Gap Analysis.”
19. Kaur, “Conducting a Gap Analysis.”
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23. “Marketing Dashboard,” Marketing Dictionary, Skyword, December 1, 2016, https://www.skyword.com/marketing-dictionary/marketing-dashboard/.
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25. “What Is the Strategic Business Unit? The Complete Guide,” AVADA Commerce Blog, AVADA, May 12, 2022, https://blog.avada.io/resources/strategic-business-unit.html.
26. Microsoft, Annual Report 2021, October 2021, https://www.microsoft.com/investor/reports/ar21/index.html.
27. Microsoft, Annual Report 2021.
28. David Weedmark, “Emerson: Company Profile,” The Balance Careers, Dotdash Meredith, updated May 30, 2019, https://www.thebalancecareers.com/emerson-company-profile-2071327.
29. David Curry, “Apple Statistics (2022),” App Data, Business of Apps, updated May 4, 2022, https://www.businessofapps.com/data/apple-statistics/.
30. “The BCG Matrix | Boston Matrix,” Expert Program Management, last modified October 2, 2019, https://expertprogrammanagement.com/2011/04/bcg-matrix-boston-matrix/.
31. “Tablet Shipments Market Share by Vendor Worldwide from 2nd Quarter 2011 to 1st Quarter 2022,” Statista, accessed June 27, 2022, https://www.statista.com/statistics/276635/market-share-held-by-tablet-vendors/.
32. William Gallagher, “Apple Watch Remains the Best Seller as Smartwatch Market Grows,” AppleInsider, Quiller Media, June 1, 2022, https://appleinsider.com/articles/22/06/01/apple-watch-remains-the-best-seller-as-smartwatch-market-grows.
33. Gallagher, “Apple Watch.”
34. Expert Program Management, “BCG Matrix | Boston Matrix.”
35. Expert Program Management, “BCG Matrix | Boston Matrix.”
36. S. K. Gupta, “Starbucks SWOT 2022: SWOT Analysis of Starbucks,” Business Strategy Hub, updated January 24, 2022, https://bstrategyhub.com/swot-analysis-of-starbucks-starbucks-swot/.
37. Gupta, “Starbucks SWOT 2022.”
38. Ibid.
39. Ibid.
40. Ibid.
41. “Procter & Gamble’s Advertising Spending in the United States from 2009 to 2020,” Statista, accessed June 5, 2022, https://www.statista.com/statistics/191998/ad-spending-of-procter-and-gamble-in-the-us/.
42. Charles W. L. Hill and Gareth R. Jones, Essentials of Strategic Management, 3rd ed. (Mason, OH: South-Western Cengage Learning, 2012).
43. Richard Daniels, “What Is Intensive Strategy? 3 Types of Intensive Strategies,” Business Study Notes, updated August 7, 2020, https://www.businessstudynotes.com/finance/types-of-intensive-strategies/.
44. Hill and Jones, Essentials of Strategic Management.
45. Mark Hall, “Facebook,” Encyclopaedia Britannica, updated November 9, 2021, https://www.britannica.com/topic/Facebook.
46. Gary Moorhouse, “Business Diversification Strategy: The Best Examples,” Latest News & Blog, Shorts Chartered Accountants, August 9, 2021, https://blog.shorts.uk.com/business-diversification-strategy-examples.
47. “Product Diversification,” Corporate Finance Institute, CFI Education, updated February 1, 2022, https://corporatefinanceinstitute.com/resources/knowledge/strategy/product-diversification/.
48. “Concentric Diversification: Examples, Strategy, Advantages and Disadvantages,” Harappa Blogs, Harappa Learning, December 9, 2021, https://harappa.education/harappa-diaries/concentric-diversification-strategy/.
49. Harappa Learning, “Concentric Diversification.”
50. “What Is Horizontal Diversification? Definition, Benefits and Examples,” Indeed Career Guide, Indeed, March 15, 2021, https://www.indeed.com/career-advice/career-development/horizontal-diversification.
51. Conglomerate Diversification: Examples, Strategy, Meaning, Advantages and Disadvantages,” Harappa Blogs, Harappa Learning, December 31, 2021, https://harappa.education/harappa-diaries/conglomerate-diversification/.
52. “Company,” Pinterest Newsroom, Pinterest, accessed August 5, 2022, https://newsroom.pinterest.com/en/company; “Press,” All about Pinterest, Pinterest, accessed August 5, 2022, https://about.pinterest.com/en/node/19/mailto%3Apress%40pinterest.com.
53. “16 of the Best Company Mission Statement Examples for Inspiration,” Biteable Blog, Biteable, last modified April 5, 2022, https://biteable.com/blog/mission-statements/.
54. “Mission, Values and Public Purposes,” About the BBC, BBC, accessed August 5, 2022, https://www.bbc.com/aboutthebbc/governance/mission.
55. Jonas Sickler and Patrick Lane, “9 Examples of Buyer Personas for B2B & B2C Brands,” SEO Blog, Terakeet, June 12, 2020, https://terakeet.com/blog/buyer-persona-examples/.
56. Boz V., “How Many Personas Are Too Many?,” LinkedIn, May 3, 2016, https://www.linkedin.com/pulse/how-many-personas-too-boz-zou/.
57. “Marketing Plan Current Situation Section,” Resources for Entrepreneurs, Gaebler Ventures, accessed April 20, 2022, https://www.gaebler.com/Marketing-Plan-Current-Situation.htm.
58. “Marketing Plan: Contents of a Marketing Plan,” iEduNote, last modified October 12, 2020, https://www.iedunote.com/marketing-plan.
59. Clint Fontanella, “The Straightforward Guide to Product Strategy,” The HubSpot Customer Service Blog, HubSpot, updated March 17, 2022, https://blog.hubspot.com/service/product-strategy.
60. “How to Develop the Pricing Strategy for Your Marketing Plan,” PriceBeam Blog, PriceBeam, February 7, 2017, https://blog.pricebeam.com/pricing-strategy-marketing-plan.
61. iEduNote, “Marketing Plan.”
62. “A Community of 4.6 Billion,” Tech Blog, Health IT, last modified September 20, 2021, https://healthit.com.au/how-big-is-the-internet-and-how-do-we-measure-it/.
63. Zoe Palmer, “KPIs vs. Marketing Metrics: What’s the Difference?,” Brand Chemistry, last modified August 25, 2020, https://www.brandchemistry.com.au/blog/kpis-vs-marketing-metrics.
64. “5 Benefits of Dashboards in the Marketing Industry,” InfoCaptor BI, Rudrasoft, March 13, 2017, https://www.infocaptor.com/5-benefits-of-dashboards-in-the-marketing-industry.
65. “KPI of the Week: Revenue Growth,” News & Publications, Porte Brown Accountants & Advisors, accessed June 5, 2022, https://www.portebrown.com/news/kpi-of-the-week-revenue-growth.
66. Porte Brown Accountants & Advisors, “KPI of the Week.”
67. “What Is Average Revenue per User (ARPU) and How to Calculate It,” Peel Insights, accessed June 4, 2022, https://www.peelinsights.com/post/what-is-average-revenue-per-user-and-how-to-calculate-it.
68. “Market Share,” Encyclopedia Table of Contents, Inc., updated February 6, 2020, https://www.inc.com/encyclopedia/market-share.html.
69. “Evaluating Market Share as a KPI,” Insights, Ungerboeck, updated January 18, 2021, https://ungerboeck.com/resources/evaluating-market-share-as-a-kpi.
70. Fraser Sherman, “How Do You Calculate a Company’s Relative Market Share?,” Small Business, Chron.com, updated September 24, 2020, https://smallbusiness.chron.com/calculate-companys-relative-market-share-11401.html.
71. Sherman, “How Do You Calculate?”
72. “How to Measure Customer Satisfaction KPIs,” Resource Center, GetFeedback, last modified January 20, 2022, https://www.getfeedback.com/resources/csat/how-to-measure-customer-satisfaction-kpis/.
73. Andrea Paul, “Top Metrics and Strategies for How to Measure Customer Service Performance,” Kustomer Blog, Kustomer, last modified December 2, 2021, https://www.kustomer.com/blog/how-to-measure-customer-service-performance/.
74. Paul, “Top Metrics and Strategies.”
75. “Locations,” Classic Cleaners, accessed August 5, 2022, https://classiccleaners.com/locations/.
76. “Case Study: Company Tracks Performance with Marketing Reporting Dashboard,” Perspective, Tips, and Insights (blog), TBH Creative, February 4, 2020, https://blog.tbhcreative.com/2020/02/case-study-marketing-reporting-dashboard.html.
77. TBH Creative, “Case Study.”
78. Shivani, “Marketing Ethics: Meaning, Importance, and Examples,” InviteReferrals, December 14, 2021, https://www.invitereferrals.com/blog/marketing-ethics/.
79. Shivani, “Marketing Ethics.”
80. “Corporate Social Responsibility: A Brief History,” Association of Corporate Citizenship Professionals, last modified April 21, 2022, https://accp.org/resources/csr-resources/accp-insights-blog/corporate-social-responsibility-brief-history/.
81. John Edelman, “George H. W. Bush’s Impact on CSR,” Insights, Edelman, December 5, 2018, https://www.edelman.com/insights/george-hw-bush-impact-csr.
82. Michael Ledecky, “Corporate Social Responsibility: Past, Present, and Future,” Resources to Engage Your Cause (blog), EVERFI, last modified July 20, 2022, https://everfi.com/blog/community-engagement/csr-history/.
83. Submittable, “Millennials, Gen Z, and the Rising Demand for Corporate Social Responsibility,” American Marketing Association, July 6, 2020, https://www.ama.org/2020/07/06/millennials-gen-z-and-the-rising-demand-for-corporate-social-responsibility/.
84. Submittable, “Millennials, Gen Z.”
85. Ibid.
86. Ibid.
87. Zach Hrynowski and Megan Brenan, “What Percentage of Americans Vape?,” Gallup News, Gallup, August 19, 2021, https://news.gallup.com/poll/267413/percentage-americans-vape.aspx.
88. Meagan Parrish, “The 2009 Toyota Accelerator Scandal That Wasn’t What It Seemed,” Manufacturing.net, Industrial Media, August 11, 2016, https://www.manufacturing.net/automotive/blog/13110434/the-2009-toyota-accelerator-scandal-that-wasnt-what-it-seemed.
89. Danielle Douglas and Michael A. Fletcher, “Toyota Reaches $1.2 Billion Settlement to End Probe of Accelerator Problems,” Washington Post, March 19, 2014, https://www.washingtonpost.com/business/economy/toyota-reaches-12-billion-settlement-to-end-criminal-probe/2014/03/19/5738a3c4-af69-11e3-9627-c65021d6d572_story.html.
90. “Red Bull Student Marketeer,” Red Bull Jobs, Red Bull, accessed June 4, 2022, https://jobs.redbull.com/us-en/microsite/student-marketeer.
91. “History of Blue Zones,” Blue Zones, last modified April 30, 2021, https://www.bluezones.com/about/history/.
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93. Blue Zones, “History of Blue Zones.”
Chapter 3. Consumer Markets and Purchasing Behavior
1. Daniel Campos, “Committing to the Core: How McDonald’s Innovated to Survive (and Thrive) During the COVID-19 Pandemic,” Digital Innovation and Transformation (February 10, 2021), accessed August 04, 2021, https://digital.hbs.edu/platform-digit/submission/committing-to-the-core-how-mcdonalds-innovated-to-survive-and-thrive-during-the-covid-19-pandemic/.
2. MSG Management Study Guide. (n.d.), accessed August 4, 2021, https://www.managementstudyguide.com/cultural-factors-affecting-consumer-behaviour.htm.
3. “What Is Social Class?” (n.d.), accessed March 7, 2022, https://udel.edu/~cmarks/What%20is%20social%20class.htm.
4. Editor, “Women vs. Men—Gender Differences in Purchase Decision Making,” zoovu Blog (July 16, 2019), accessed September 19, 2021, https://zoovu.com/blog/women-vs-men-gender-differences-in-purchase-decision-making/.
5. Kendall (@kendalljenner) • Instagram photos and videos (n.d.), accessed March 7, 2022, https://www.instagram.com/kendalljenner/.
6. Leo Messi (@leomessi) • Instagram photos and videos (n.d.), accessed March 7, 2022, https://www.instagram.com/leomessi/.
7. Statista Research Department, “US Population by Generation 2019,” Statista (September 19, 2021), accessed March 7, 2022, https://www.statista.com/statistics/797321/us-population-by-generation/.
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9. Statista Research Department, “US Population by Generation 2019,” Statista (September 19, 2021).
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12. Shannon Ciricillo, “What Are Millennials Buying: The Gen Y Shopping Guide, The Hub (July 7, 2019), accessed August 4, 2021, https://thehhub.com/2019/07/07/what-are-millennials-buying-the-gen-y-shopping-guide/.
13. Ibid.
14. Kendra Cherry, “What Is Personality?” verywellmind, accessed August 4, 2021, https://www.verywellmind.com/what-is-personality-2795416.
15. Sallie B. Middlebrook, “Personality and Related Characteristics That Affect Consumer Buying Behavior,” ToughNickel (January 8, 2013), accessed March 7, 2022, https://toughnickel.com/industries/Buyer-Characteristics-and-Consumer-Behavior.
16. Sam Carr, “How Many Ads Do We See A Day? 2021 Daily Ad Exposure Revealed!” PPC Project (May 12, 2021), accessed August 4, 2021, https://ppcprotect.com/how-many-ads-do-we-see-a-day/.
17. Mithun Sridharan, “Selective Perception Marketing: How Can Big Data Help?” Think Insights (March 7, 2022), accessed June 13, 2022, https://thinkinsights.net/digital/selective-perception-marketing-big-data/.
18. Lars Perner, “Consumer Behavior: Attitudes,” University of Southern California Marshall (n.d.), accessed March 7, 2022, https://www.consumerpsychologist.com/cb_Attitudes.html.
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20. Humayun Khan, “How Retailers Manipulate Sight, Smell, and Sound to Trigger Purchase Behavior in Consumers,” Shopify Retail Blog (April 25, 2016), accessed June 13, 2022, https://www.shopify.com/retail/119926083-how-retailers-manipulate-sight-smell-and-sound-to-trigger-purchase-behavior-in-consumers.
21. Dana Severson, “Theories of Situational Factors That Influence Customers,” Chron. (November 21, 2017), accessed August 4, 2021, https://smallbusiness.chron.com/theories-situational-factors-influence-customers-78765.html.
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23. Herosmyth Staff, “9 Perfect Brand Examples of Why It Pays to Differentiate,” Herosmyth (February 24, 2020), accessed June 13, 2022, https://www.herosmyth.com/article/9-perfect-brand-examples-why-it-pays-differentiate.
24. Yaqub M., “20+ Fascinating Ethical Consumers Statistics Need to Know in 2022,” Renolon (January 18, 2022), accessed March 7, 2022, https://www.renolon.com/ethical-consumers-statistics/.
25. Ibid.
26. Ibid.
27. Cory Baldwin, “Ethical, Sustainable Brands You Can Really Trust,” Vox (August 22, 2017), accessed August 4, 2021, https://www.vox.com/2017/8/22/16171338/ethical-sustainable-fashion-brands-where-to-buy-sustainable-clothes.
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Chapter 4. Business Markets and Purchasing Behavior
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Chapter 5. Market Segmentation, Targeting, and Positioning
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2. Sophia Chianese, “Market Segmentation: Mattel Case Study,” LinkedIn, September 28, 2018, https://www.linkedin.com/pulse/market-segmentation-mattel-case-study-sophia-chianese/.
3. Jon Simpson, “Finding Brand Success in the Digital World,” Forbes, August 25, 2017, https://www.forbes.com/sites/forbesagencycouncil/2017/08/25/finding-brand-success-in-the-digital-world/.
4. “What Are the Benefits of Market Segmentation?,” Kadence International, last modified October 14, 2021, https://kadence.com/en-us/the-benefits-of-market-segmentation/.
5. Adam Jones, “Starbucks’s Geographic Segment Update,” Yahoo! Finance, Yahoo, January 20, 2015, https://finance.yahoo.com/news/starbucks-geographic-segment-173101323.html.
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10. Michael T. Robinson, “The Generations: Which Generation are You?,” CareerPlanner.com, updated October 21, 2017, https://www.careerplanner.com/Career-Articles/Generations.cfm.
11. John Li, “Demographic Segmentation,” PickFu, updated May 25, 2021, https://www.pickfu.com/demographic-segmentation.
12. “A Toothpaste for Every Need,” Crest US, Procter & Gamble, accessed July 2, 2022, https://crest.com/en-us/oral-care-products/toothpaste.
13. Niyathi Rao, “The Pareto Principle (80:20 Rule) for Customer Success,” Customer Success Intelligence (blog), SmartKarrot, March 17, 2021, https://www.smartkarrot.com/resources/blog/pareto-principle-80-20-rule-customer-success/.
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16. Hitesh Bhasin, “Vals: Values Attitude Lifestyle,” Marketing91, January 30, 2020, https://www.marketing91.com/vals-values-attitude-lifestyle/.
17. Ibid.
18. “Market Segmentation Strategies: 3 Major Challenges B2B Enterprises Face and Ways to Tackle Them,” Thoughts, Infiniti Research, December 12, 2018, https://www.infinitiresearch.com/thoughts/challenges-b2b-market-segmentation/.
19. Paul Hague and Matthew Harrison, “Market Segmentation in B2B Markets,” B2B International, last modified June 22, 2022, https://www.b2binternational.com/publications/b2b-segmentation-research/.
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21. Kit Smith, “The Complete Guide to B2B Market Segmentation,” Sopro, April 20, 2021, https://sopro.io/added-value/blog/b2b-market-segmentation-guide/.
22. Rohit Roy, “How to Do Market Segmentation: 5 Most Effective Types of B2B Market Segmentation Strategies,” Clodura, May 13, 2020, https://clodura.ai/blog/how-to-do-market-segmentation-5-most-effective-types-of-b2b-market-segmentation-strategies/.
23. Emily Pribanic, “Benefits of Market Segmentation for Business,” MarTech, TechFunnel, updated January 6, 2020, https://www.techfunnel.com/martech/benefits-of-market-segmentation-for-business/.
24. Roy, “Market Segmentation.”
25. Roy, “Market Segmentation.”
26. Roy, “Market Segmentation.”
27. Mark Eardley, “B2B Customer Centricity: Why It’s Vital for Needs-Based Segmentation,” MarkLives.com, June 19, 2018, https://www.marklives.com/2018/06/b2b-customer-centricity-why-its-vital-for-needs-based-segmentation/.
28. Roy, “Market Segmentation.”
29. Roy, “Market Segmentation.”
30. Yoram (Jerry) Wind and David R. Bell, “Market Segmentation,” in The Marketing Book, ed. Michael J. Baker and Susan J. Hart, 6th ed. (Burlington, MA: Butterworth-Heinemann, 2008), 222–244, from https://faculty.wharton.upenn.edu/wp-content/uploads/2012/04/0702_Market_Segmentation.pdf.
31. Wind and Bell, “Market Segmentation.”
32. Kenneth Fillmore, “Segmenting International Markets,” ZABANGA Marketing (blog), updated June 4, 2022, https://www.zabanga.us/customer-relationships/segmenting-international-markets.html.
33. Frank Jerry, reply to “How are the various African countries different from each other? What makes each of them unique?,” Quora, April 25, 2014, https://www.quora.com/How-are-the-various-African-countries-different-from-each-other-What-makes-each-of-them-unique.
34. Sonal Varma, Euben Paracuelles, and Craig Chan, “The Belt and Road Initiative: Globalization, China Style,” Nomura Connects, Nomura Holdings, April 2018, https://www.nomuraconnects.com/focused-thinking-posts/the-belt-and-road-initiative-globalisation-china-style/.
35. “International Market Segmentation, Selection and Positioning,” International Marketing, Hahu Zone, accessed June 24, 2022, https://hahuzone.com/international-market-segmentation-selection-and-positioning.
36. “What Are the Sanctions on Russia and Are They Hurting Its Economy?,” BBC News, BBC, June 27, 2022, https://www.bbc.com/news/world-europe-60125659.
37. Ibid.
38. “Top 25 Developed and Developing Countries,” Investopedia, Dotdash Meredith, updated May 27, 2022, https://www.investopedia.com/updates/top-developing-countries/.
39. Ibid.
40. Ibid.
41. Arianna and Virginia, “McDonald’s International Market Communications Strategy,” Global Marketing Professor, May 3, 2021, https://globalmarketingprofessor.com/mcdonalds-international-market-communications-strategy/.
42. Ibid.
43. Ian Burke, “From a 7-Patty Whopper to Burgers with Black Buns, Here Are 13 of the Wildest International Burger King Menu Items,” Insider, August 18, 2019, https://www.insider.com/13-wild-burger-king-promotional-menu-items-not-in-us-2019-6.
44. “Hofstede’s Cultural Dimensions: Understanding Different Countries,” Career Skills, Mind Tools, accessed June 24, 2022, https://www.mindtools.com/pages/article/newLDR_66.htm.
45. “United States of America Business Etiquette, Culture, & Manners,” International Business Etiquette and Manners for Global Travelers, International Business Center, accessed June 24, 2022, https://www.cyborlink.com/besite/us.htm.
46. Kate Sweetman, “In Asia, Power Gets in the Way,” Harvard Business Review, April 10, 2012, https://hbr.org/2012/04/in-asia-power-gets-in-the-way.
47. Kendra Cherry, “What Is a Collectivist Culture? Individualism vs. Collectivism,” Verywell Mind, Dotdash Meredith, February 23, 2022, https://www.verywellmind.com/what-are-collectivistic-cultures-2794962.
48. “Individualism,” Geert Hofstede Cultural Dimensions, Clearly Cultural, accessed June 24, 2022, https://clearlycultural.com/geert-hofstede-cultural-dimensions/individualism/.
49. Mind Tools, “Hofstede’s Cultural Dimensions.”
50. Bert Markgraf, “How to Apply Hofstede’s Classification Scheme in a Global Marketing Context,” Small Business, Chron.com, last modified October 26, 2016, https://smallbusiness.chron.com/apply-hofstedes-classification-scheme-global-marketing-context-75008.html.
51. “5 Requirements for Effective Segmentation,” Commence CRM Blog, Commence, February 18, 2021, https://commence.com/blog/2021/02/18/requirements-for-segmentation/.
52. Amanda Dodge, “How Lego Keeps Winning Fans Wherever It Goes,” ReferralCandy Blog, ReferralCandy, February 9, 2017, https://www.referralcandy.com/blog/lego-marketing-strategy/.
53. Anne Gentle, “Best Buy’s Personas Hit the Mainstream,” JustWriteClick, September 29, 2005, https://justwriteclick.com/2005/09/29/best-buys-personas-hit-the-mainstream/.
54. “Examples of Buyer Personas for Any Business,” Marketo Engage, Adobe, January 21, 2021, https://www.marketo.com/articles/buyer-persona-examples/.
55. Alexa Drake, “What Is Mass Marketing and How It’s Effective,” Learn Hub, G2, July 29, 2019, https://learn.g2.com/mass-marketing.
56. Ashley Lutz, “Nike Is Going after 3 Kinds of Customers,” Insider, April 7, 2015, https://www.businessinsider.com/nike-is-going-after-3-kinds-of-customers-2015-4.
57. “Honda,” Research & Reviews, Cars.com, accessed June 24, 2022, https://www.cars.com/research/honda/.
58. Smriti Chand, “Target Marketing: Four Generic Target Marketing Strategies,” Your Article Library, last modified December 8, 2013, https://www.yourarticlelibrary.com/marketing/target-marketing-four-generic-target-marketing-strategies/13400.
59. Stevie Langford, “Market Targeting: Why It Pays to Differentiate,” Hurree’s Marketing Blog, Hurree, January 25, 2022, https://blog.hurree.co/blog/market-targeting.
60. Eric Lam, “What Every Marketer Can Learn from the Stitch Fix IPO,” Medium, October 27, 2017, https://medium.com/@elam/what-every-marketer-can-learn-from-the-stitch-fix-ipo-54b208dd416c.
61. Al Ries and Jack Trout, Positioning: The Battle for Your Mind (New York: McGraw-Hill, 2001), 5.
62. “Explore Our Brands,” Marriott Bonvoy, Marriott International, accessed February 23, 2022, https://www.marriott.com/marriott-brands.mi.
63. Seth Stevenson, “We’re No. 2! We’re No. 2!,” Slate, August 12, 2013, https://slate.com/business/2013/08/hertz-vs-avis-advertising-wars-how-an-ad-firm-made-a-virtue-out-of-second-place.html.
64. Devra Gartenstein, “Two Types of Product Positioning,” Bizfluent, Leaf Group, February 5, 2019, https://bizfluent.com/info-8352422-two-types-product-positioning.html.
65. Chan Kim and Renée Mauborgne, “Curves,” Blue Ocean Strategy, Blue Ocean Global Network, last modified January 26, 2022, https://www.blueoceanstrategy.com/bos-moves/curves/.
66. Hannah Tow, “Awesome Brand Positioning Statement Examples (+Template),” Learn Hub, G2, April 30, 2019, https://learn.g2.com/positioning-statement-examples.
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68. Shark Byte, “Positioning Statement.”
69. Shark Byte, “Positioning Statement.”
70. Shark Byte, “Positioning Statement.”
71. Meredith Hart, “12 Examples of Positioning Statements & How to Craft Your Own,” HubSpot Blog, HubSpot, updated August 25, 2021, https://blog.hubspot.com/sales/positioning-statement.
72. “Understanding Perceptual Maps,” Market Segmentation Study Guide, accessed March 23, 2022, https://www.segmentationstudyguide.com/understanding-perceptual-maps/perceptual-maps/.
73. Angela Hausman, “How to Build a Perceptual Map That Explodes Your ROI,” MKT Maven, Hausman and Associates, October 16, 2020, https://www.hausmanmarketingletter.com/how-to-build-perceptual-map/.
74. Hausman, “Build a Perceptual Map.”
75. Karen Hao, “Facebook’s Ad-Serving Algorithm Discriminates by Gender and Race,” MIT Technology Review, April 5, 2019, https://www.technologyreview.com/2019/04/05/1175/facebook-algorithm-discriminates-ai-bias/.
76. Safiya U. Noble and Sarah T. Roberts, “Targeting Race in Ads Is Nothing New, but the Stakes Are High,” USA Today, November 12, 2016, https://www.usatoday.com/story/tech/columnist/2016/11/12/targeting-race-ads-nothing-new-but-stakes-high/93638386/.
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80. Paula Giuffrida, “Letter: Time to Stop Violence on TV, Video Games,” letter to the editor, Eagle-Tribune (North Andover, MA), April 22, 2022, https://www.eagletribune.com/opinion/letters_to_the_editor/letter-time-to-stop-violence-on-tv-video-games/article_42a1f22a-c19a-11ec-a152-9bab49ace2f0.html.
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85. “Ethical Target Advertising: Where Should Marketing Draw the Line?,” Out of the Blue Blog, Blue Laser Digital, September 3, 2021, https://www.bluelaserdigital.com/ethical-target-advertising.
86. Blue Laser Digital, “Ethical Target Advertising.”
87. Lynette Holloway, “First Lady, Subway Launch Healthy Eating Campaign for Kids,” NewsOne, Interactive One, January 24, 2014, https://newsone.com/2848891/michelle-obama-subway/.
88. “Did You Know?,” Kentucky Bourbon Trail, Kentucky Distillers’ Association, accessed March 23, 2022, https://kybourbontrail.com/about/.
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Chapter 6. Marketing Research and Market Intelligence
1. “Girls Are Ready to Overcome Gender Norms but Society Continues to Enforce Biases That Hamper Their Creative Potential,” About Us, The LEGO Group, October 10, 2021, https://www.lego.com/en-us/aboutus/news/2021/september/lego-ready-for-girls-campaign/.
2. “Definitions of Marketing,” American Marketing Association, last modified July 20, 2022, https://www.ama.org/the-definition-of-marketing-what-is-marketing/.
3. Ibid.
4. Mary K. Pratt, “How Big Data Collection Works: Process, Challenges, Techniques,” Tech Accelerator, TechTarget, February 7, 2022, https://www.techtarget.com/searchdatamanagement/feature/Big-data-collection-processes-challenges-and-best-practices.
5. Ibid.
6. Rob Kitchin and Gavin McArdle, “What Makes Big Data, Big Data? Exploring the Ontological Characteristics of 26 Datasets,” Big Data & Society 3, no. 1 (January–June 2016), https://doi.org/10.1177/2053951716631130.
7. Raimo Streefkerk, “Qualitative vs. Quantitative Research,” Methodology, Scribbr, revised August 13, 2021, https://www.scribbr.com/methodology/qualitative-quantitative-research/.
8. “The 3 Types of Survey Research and When to Use Them,” SurveyMonkey, Momentive, last modified May 4, 2021, https://www.surveymonkey.com/mp/3-types-survey-research/.
9. Ibid.
10. Ken Anderson, “Ethnographic Research: A Key to Strategy,” Harvard Business Review, March 2009, 24, https://hbr.org/2009/03/ethnographic-research-a-key-to-strategy.
11. “Data Collection Methods: Definition, Examples and Sources,” Online Survey Software and Data Intelligence Blog, QuestionPro, last modified July 21, 2022, https://www.questionpro.com/blog/data-collection-methods/.
12. “Restrictions on Telemarketing, Telephone Solicitation, and Facsimile Advertising,” 47 C.F.R. 64.1200, 2021 comp., p. 486, sec. (c)(1), https://www.govinfo.gov/content/pkg/CFR-2021-title47-vol3/pdf/CFR-2021-title47-vol3-sec64-1200.pdf.
13. Pritha Bhandari, “A Step-by-Step Guide to Data Collection,” Methodology, Scribbr, revised August 13, 2021, https://www.scribbr.com/methodology/data-collection/.
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Chapter 7. Marketing in a Global Environment
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Chapter 8. Marketing in a Diverse Marketplace
1. Procter & Gamble, A Common Goal Drives Our Aspirations: P&G and the Hispanic Community, n.d., https://www.pg.com/images/company/who_we_are/diversity/multi/Hispanic%20Corporate%20Brochure%20-%20English.pdf.
2. OWN, “OWN and P&G Present: Widen the Screen—A Fuller View of Black Life,” May 20, 2021, YouTube video, 1:06, https://youtu.be/J11Vfgha6uc.
3. Jack Myers, “P&G’s Marc Pritchard Sets Diversity Priorities and Goals for Ad Community,” MediaVillage, October 6, 2021, https://www.mediavillage.com/article/pgs-marc-pritchard-sets-diversity-priorities-and-goals-for-ad-community/.
4. Jason Nazar, “13 Leadership Lessons from Zoom Founder and CEO Eric Yuan,” Entrepreneur, April 21, 2021, https://www.entrepreneur.com/article/368550.
5. Masaaki Kotabe and Kristiaan Helsen, Global Marketing Management, 8th ed. (Hoboken, NJ: Wiley, 2020), 252.
6. Helen Eboh Cletus et al., “Prospects and Challenges of Workplace Diversity in Modern Day Organizations: A Critical Review,” Holistica 9, no. 2 (August 2018): 35–52, https://doi.org/10.2478/hjbpa-2018-0011.
7. Sonia Thompson, “Data Shows Consumers Want Diversity in Marketing: Why Many Brands Struggle to Get It Right and How to Fix,” Forbes, February 5, 2020, https://www.forbes.com/sites/soniathompson/2020/02/05/data-shows-consumers-want-diversity-in-marketing-why-many-brands-struggle-to-get-it-right-and-how-to-fix/.
8. Shelby Jordan, “Why Is Diversity Marketing Important?,” Top Design Firms, November 11, 2020, https://topdesignfirms.com/web-design/blog/diversity-marketing.
9. Robert Williams, “Study: Diversity in Ads Correlates to Gains in Revenue, Brand Perception,” Marketing Dive, Industry Dive, October 2, 2019, https://www.marketingdive.com/news/study-diversity-in-ads-correlates-to-gains-in-revenue-brand-perception/564153/.
10. “The Heat™ Test: Measuring DEI Effectiveness in Advertising,” Deloitte Digital, Deloitte, last modified August 12, 2022, https://www.deloittedigital.com/us/en/offerings/customer-led-marketing/advertising--marketing-and-commerce/heat-test.html.
11. Louis Baragona, “Fans Are Furious after Tarte Unveiled Its New Foundations That Cater Almost Entirely to White People,” Insider, January 18, 2018, https://www.insider.com/tarte-cosmetics-shape-tape-foundation-range-2018-1.
12. Alexander Smith, “Pepsi Pulls Controversial Kendall Jenner Ad after Outcry,” NBC News, NBC Universal, April 5, 2017, https://www.nbcnews.com/news/nbcblk/pepsi-ad-kendall-jenner-echoes-black-lives-matter-sparks-anger-n742811.
13. Char Adams, “How Many Millions Could Pepsi’s Pulled Kendall Jenner Ad Cost the Company?,” Essence, updated October 26, 2020, https://www.essence.com/culture/kendall-jenner-pepsi-commercial-company-cost/.
14. Abby Budiman, “Americans Are More Positive about the Long-Term Rise in US Racial and Ethnic Diversity Than in 2016,” Pew Research Center, October 1, 2020, https://www.pewresearch.org/fact-tank/2020/10/01/americans-are-more-positive-about-the-long-term-rise-in-u-s-racial-and-ethnic-diversity-than-in-2016/.
15. Andre Anugerah Pekerti and David Clinton Thomas, “n-Culturals: Modeling the Multicultural Identity,” Cross Cultural & Strategic Management 23, no. 1 (2016): 101–127, https://doi.org/10.1108/CCSM-06-2014-0063.
16. Eva Kipnis et al., “Consumer Multicultural Identity Affiliation: Reassessing Identity Segmentation in Multicultural Markets,” Journal of Business Research 98 (May 2019): 126–141, https://doi.org/10.1016/j.jbusres.2018.11.056.
17. Canadiuga Wine Company, “Amendment No. 2 to Form S-3 Registration Statement under the Securities Act of 1933,” All SEC Filings, Constellation Brands, November 8, 1994, https://ir.cbrands.com/sec-filings/all-sec-filings?form_type=&year=1994##document-2239-0000950131-94-001692-2.
18. Alexia Elejalde-Ruiz, “Chicago, Long a Miller Stronghold, Has a New Top-Selling Beer: Modelo Especial Captures the City’s Sales Crown,” Chicago Tribune, September 5, 2019, https://www.chicagotribune.com/business/ct-biz-modelo-especial-growth-chicago-20190905-dq3xaw3npzdendkjsgtteyzvsy-story.html.
19. Annette Flanagin, Tracy Frey, and Stacy L. Christiansen, “Updated Guidance on the Reporting of Race and Ethnicity in Medical and Science Journals,” JAMA 326, no. 7 (August 17, 2021): 621–627, https://doi.org/10.1001/jama.2021.13304.
20. Claritas, The 2021 Hispanic Market Report: The New American Mainstream, 2021, https://www2.claritas.com/2021-Hispanic-Market-Report-Website.
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Chapter 9. Products: Consumer Offerings
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Chapter 10. Maintaining a Competitive Edge with New Offerings
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17. Maximilian Claessens, “The New Product Development Process (NPD)—8 Steps,” Marketing-Insider, January 31, 2022, https://marketing-insider.eu/new-product-development-process/.
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24. Marvin Burman, “5 Ways Product Managers Can Use Crowdsourcing Effectively,” Applause, May 30, 2017, https://www.applause.com/blog/examples-of-crowdsourcing.
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26. Jay Fuchs, “The Percent of Sales Method: What It Is and How to Use It,” HubSpot Blog, May 5, 2020, from https://blog.hubspot.com/sales/percent-of-sales-method.
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31. Robert G. Cooper, “From Experience: The Invisible Success Factors in Product Innovation,” Journal of Product Innovation Management 16 (1999), 115–133, https://dep.ufmg.br/old/disciplinas/epd836/artigo03.pdf.
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34. Robert G. Cooper and Elko J. Kleinschmidt, New Products: The Key Factors in Success (Chicago: American Marketing Association, 1990).
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39. Justin Burton Weidner, “How and Why Google Glass Failed,” Investopedia, August 8, 2021, https://www.investopedia.com/articles/investing/052115/how-why-google-glass-failed.asp.
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Chapter 11. Services: The Intangible Product
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3. “Percentage Added to U.S. GDP by Industry 2020,” Stastista, June 3, 2021, https://www.statista.com/statistics/248004/percentage-added-to-the-us-gdp-by-industry/.
4. Richa Saxena, “SM: Session3: Service Classification, Characteristics and Triangle,” The Awakener (blog), November 26, 2015, http://richaprof.blogspot.com/2015/11/sm-session3-service-classification.html.
5. Rakesh Panchal, “Service Marketing: Four Categories of Services,” My View: M-bullshit (blog), April 7, 2014, http://misbullshit.blogspot.com/2014/04/service-marketing-four-categories-of.html.
6. Ibid.
7. Jake, “These 21 Alternatives to Warby Parker Also Let You Try-On Prescription Eyeglasses at Home in 2022,” Modern Fellows, July 28, 2022, https://www.modernfellows.com/alternatives-to-warby-parker/.
8. “4 Characteristics of Service,” iEduNote, accessed November 11, 2021, https://www.iedunote.com/service-characteristics.
9. Ibid.
10. Delta Airlines, “Delta Airlines Mission & Vision Analysis,” accessed June 15, 2022, https://mission-statement.com/delta-airlines/.
11. “4 Characteristics of Service,” iEduNote, accessed November 11, 2021, https://www.iedunote.com/service-characteristics.
12. S. R. Rao, “Implications of Unique Features of Services,” Citeman, December 14, 2007, https://www.citeman.com/2519-implications-of-unique-features-of-services.html.
13. John Ryder, “Why the Iceberg of Ignorance Is Still Relevant and How to Melt It,” Hive (blog), June 26, 2019, https://www.hive.hr/blog/iceberg-of-ignorance/.
14. Will Schmidt, “5 Lessons from Zappos on Employee Happiness,” Classy, accessed October 14, 2021, https://medium.com/classy-blog/5-lessons-from-zappos-on-employee-happiness-10e3889b7ba
15. iGrad Author, “The Cost of Replacing an Employee and the Role of Financial Wellness,” The Well (blog), Enrich Financial Wellness, accessed May 22, 2022, https://www.enrich.org/blog/The-true-cost-of-employee-turnover-financial-wellness-enrich#:~:text.
16. Nkem Anigbogu, “Understanding the Service-Profit Chain,” LinkedIn, March 13, 2018, https://www.linkedin.com/pulse/understanding-service-profit-chain-nkem-anigbogu/.
17. Basha Coleman, “How to Write a Great Value Proposition [5 Top Examples + Template],” HubSpot, March 10, 2022, https://blog.hubspot.com/marketing/write-value-proposition.
18. P. Mulder, “Service Profit Chain,” Toolshero, October 5, 2018, https://www.toolshero.com/strategy/service-profit-chain/.
19. Ibid.
20. Ibid.
21. Adam Toporek. “The Ritz-Carlton’s Famous $2,000 Rule,” Customers That Stick, September 12, 2017, https://customersthatstick.com/blog/customer-loyalty/the-ritz-carltons-famous-2000-rule/.
22. Ibid.
23. “Services Marketing Triangle,” Expert Program Management, accessed November 11, 2021, https://expertprogrammanagement.com/2018/03/services-marketing-triangle/.
24. Ibid.
25. Ibid.
26. Anam Ahmed, “What Is a Service Marketing Triangle?” Chron., March 8, 2021, https://smallbusiness.chron.com/service-marketing-triangle-61170.html.
27. “What Is the GAP Model of Service Quality? (With Examples),” Indeed Career Guide, November 23, 2021, https://www.indeed.com/career-advice/career-development/gap-model.
28. Ibid.
29. Ibid.
30. Ibid.
31. Sean Peek, “What Your Business Can Learn from Southwest Airlines,” Business.com, August 2, 2022, https://www.business.com/articles/southwest-airlines-great-customer-service/.
32. Ibid.
33. Donald Trump, “A brand is two words: The ‘promise’ you telegraph, and the ‘experience’ you deliver,” Minimalist Quotes, accessed February 27, 2022, https://minimalistquotes.com/donald-trump-quote-18890/.
34. Arlen, C. (2018, July 2). The 5 service dimensions all customers care about. Retrieved November 11, 2021, from https://www.serviceperformance.com/the-5-service-dimensions-all-customers-care-about/.
35. Ibid.
36. Ibid.
37. Ibid.
38. Ibid.
39. Mary Carole McCauley, “New Hopkins Hospital Takes an Artful Approach to Health Care,” Baltimore Sun, April 26, 2012, https://www.baltimoresun.com/health/bs-xpm-2012-04-27-bs-hs-hopkins-art-20120427-41-story.html.
40. “Measuring Customer Service Quality with the RATER Framework,” Simplesat, accessed November 11, 2021, https://www.simplesat.io/measuring-customer-service-quality-rater-framework/.
41. Ibid.
42. M. M. Kobiruzzaman, “Five Dimensions of Service Quality—Servqual Model of Service Quality,” Newsmoor, September 15, 2020, https://newsmoor.com/servqual-model-five-key-service-dimensions-servqual-gaps-reasons/.
43. “56% of Americans Stop Buying from Brands They Believe Are Unethical,” Mintel, November 18, 2015, https://www.mintel.com/press-centre/social-and-lifestyle/56-of-americans-stop-buying-from-brands-they-believe-are-unethical.
44. National Ethics Association, “Customer Service Ethics: Beware the Dark Side,” December 2, 2011, https://www.ethics.net/articles/customer-service-ethics-beware-the-dark-side.
45. Ibid.
46. Royal Caribbean Cruises Ltd., Code of Business Conduct and Ethics, 2019, https://www.rclinvestor.com/content/uploads/2019/09/COBE_Eng-2019_Clean_Final.pdf.
47. Chief Executive Office [username], “Royal Caribbean Ethics Hotline,” Ship Happens forum, September 29, 2014, http://www.inozemstvo-posao.com/smf_1-1-2_install/index.php?topic=9533.0.
48. Nasco Gulf, Customer Service Code of Conduct, accessed November 11, 2021, http://www.nascogulf.com/Content/uploads/NASCO_Customer_Service_Code_of_Conduct_-_V1.pdf.
49. Ibid.
50. Merriam-Webster, “communication,” accessed March 8, 2022, https://www.merriam-webster.com/dictionary/communication.
51. Deyan Georgiev, “Small Business Statistics [Guide to Success in 2022],” Review42, May 12, 2022, https://review42.com/resources/small-business-statistics/.
52. “Home page,” Adventist Health Castle, https://www.adventisthealth.org/castle.
53. “About Us: Mission, Vision, and Values,” Adventist Health Castle, accessed May 5, 2022, https://www.adventisthealth.org/castle/about-us/mission-vision-values
54. Adventist Health Castle, 2019 Community Health Plan Update, 2019, https://www.adventisthealth.org/documents/community-benefit/2019-chp-update-ar/Castle_2019_Community-Health-Plan-Update-Annual-Report.pdf.
Chapter 11. Pricing Products and Services
1. George Hatch, “What You Need to Know about Amazon Prime: 2005–Today,” Pattern Blog, Pattern, August 20, 2020, https://pattern.com/blog/amazon-prime-a-timeline-from-2005-to-2020/.
2. Parkev Tatevosian, “Amazon Reaches 200 Million Prime Members: Here’s Why That’s a Big Deal,” The Motley Fool, April 27, 2021, https://www.fool.com/investing/2021/04/27/amazon-reaches-200-million-prime-member-milestone/.
3. Hatch, “What You Need.”
4. Anisha Sekar and Tommy Tindall, “What Is Amazon Prime? The Benefits, the Cost and Whether It’s Worth It,” NerdWallet, June 28, 2022, https://www.nerdwallet.com/article/finance/amazon-prime-benefits-cost-worth.
5. Charles Fishman, “Which Price Is Right?,” Fast Company, February 28, 2003, https://www.fastcompany.com/46061/which-price-right.
6. Steve Jobs, “2010 Apple iPad Keynote,” Apple Soldier, January 28, 2010, YouTube video, 1:32:35, https://www.youtube.com/watch?v=lTNbKCAFHJo&t=4453s.
7. Keith S. Coulter, Pilsik Choi, and Kent B. Monroe, “Comma n’ Cents in Pricing: The Effects of Auditory Representation Encoding on Price Magnitude Perceptions,” Journal of Consumer Psychology 22, no. 3 (July 2012): 395–407, https://doi.org/10.1016/j.jcps.2011.11.005.
8. Eric Yu, “What Is Psychological Pricing? 4 Strategies, Examples, and Tactics,” Price Intelligently, ProfitWell, updated June 28, 2021, https://www.priceintelligently.com/blog/bid/181764/psychological-pricing-strategy-where-s-your-head-at.
9. Yu, “What Is Psychological Pricing?”
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11. Christopher E. Ondeck et al., “State Price Gouging Laws and Price Controls: A Historical View on a Questionable Objective,” The National Law Review, September 18, 2020, https://www.natlawreview.com/article/state-price-gouging-laws-and-price-controls-historical-view-questionable-objective.
12. “Combating Price Gouging & Hoarding,” Coronavirus Response, United States Department of Justice, updated March 23, 2022, https://www.justice.gov/coronavirus/combatingpricegouginghoarding.
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14. Puleo, “History of Price Gouging.”
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20. Jim Semick, “SaaS Pricing: How to Price Software Products,” Pragmatic Institute, May 20, 2015, https://www.pragmaticinstitute.com/resources/articles/product/how-to-price-saas-products/.
21. Hitesh Bhasin, “Cost-Based Pricing: Definition, Types, Examples, Advantages and Disadvantages,” Marketing91, August 30, 2021, https://www.marketing91.com/cost-based-pricing/.
22. Patrick Campbell, “What Is Market-Based Pricing: Advantages & Disadvantage (+Examples),” Recur, ProfitWell, February 19, 2020, https://www.profitwell.com/recur/all/market-based-pricing.
23. “Competitive Pricing: Definition, Advantages & Disadvantages,” Prisync Blog, Prisync, October 18, 2018, https://prisync.com/blog/competitive-pricing-advantages-vs-disadvantages/.
24. Jay Fuchs, “A Crash Course on Prestige Pricing (with Real-Life Examples),” The HubSpot Sales Blog, HubSpot, last modified October 15, 2021, https://blog.hubspot.com/sales/prestige-pricing.
25. Mary Hall, “Elasticity vs. Inelasticity of Demand: What’s the Difference?,” Investopedia, Dotdash Meredith, updated June 30, 2022, https://www.investopedia.com/ask/answers/012915/what-difference-between-inelasticity-and-elasticity-demand.asp.
26. Eliana Eitches and Vera Crain, “Using Gasoline Data to Explain Inelasticity,” Beyond the Numbers 5, no. 5 (March 2016), https://www.bls.gov/opub/btn/volume-5/using-gasoline-data-to-explain-inelasticity.htm.
27. Adam Hayes, “Cross Price Elasticity: Definition, Formula for Calculation, and Example,” Investopedia, Dotdash Meredith, updated July 31, 2022, https://www.investopedia.com/terms/c/cross-elasticity-demand.asp.
28. Francis Joseph Aguilar, Scanning the Business Environment (New York: Macmillan, 1967).
29. J. B. Maverick, “Which Economic Factors Most Affect the Demand for Consumer Goods?,” Investopedia, Dotdash Meredith, updated March 17, 2022, https://www.investopedia.com/ask/answers/042815/which-economic-factors-most-affect-demand-consumer-goods.asp.
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31. Kimberly Amadeo, “How Inflation Impacts Your Life,” The Balance, Dotdash Meredith, updated December 31, 2021, https://www.thebalance.com/inflation-impact-on-economy-3306102.
32. “US Consumer Confidence,” The Conference Board, updated August 30, 2022, https://www.conference-board.org/data/consumerconfidence.cfm.
33. Bharath Sivakumar, “Price Skimming: Definition, Strategy, & Examples,” Feedough, July 17, 2021, https://www.feedough.com/price-skimming-definition-examples/.
34. “Auto Parts Price-Fixing 4th Round Class Action Settlement,” Top Class Actions, October 16, 2019, https://topclassactions.com/lawsuit-settlements/closed-settlements/926433-auto-parts-price-fixing-4th-round-class-action-settlement/.
35. Will Kenton, “Predatory Pricing,” Investopedia, Dotdash Meredith, updated January 30, 2022, https://www.investopedia.com/terms/p/predatory-pricing.asp.
36. Stacy Mitchell, “Wal-Mart Charged with Predatory Pricing,” Institute for Local Self-Reliance, November 1, 2000, https://ilsr.org/walmart-charged-predatory-pricing/.
37. Natalie B. Compton, “Texas Hotel Prices Skyrocketed after Power Outages. Here’s What to Know about Price Gouging,” Washington Post, February 17, 2021, https://www.washingtonpost.com/travel/tips/texas-hotel-storm-price-gouging/.
38. “History,” Warby Parker, accessed May 30, 2022, https://www.warbyparker.com/history.
39. Knowledge@Wharton, “The Consumer Psychology behind Warby Parker’s $95 Pricing for Eyeglasses,” Time, May 23, 2013, https://business.time.com/2013/05/23/the-consumer-psychology-behind-warby-parkers-95-pricing-for-eyeglasses/.
40. “10 Tips for Getting into the Wine Business,” Napa Valley Wine Academy, https://napavalleywineacademy.com/10-tips-for-getting-into-the-wine-business/
41. Kerana Todorov, “Farming for Labor Day: Winemakers Discuss the Challenging 2022 Harvest,” Wine Business, September 23, 2022, https://www.winebusiness.com/news/article/262997
42. https://us.nakedwines.com/content/about/about-us
Chapter 13. Integrated Marketing Communications
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2. Jordan Valinsky, “Peloton Sales Surge 172% as Pandemic Bolsters Home Fitness Industry,” CNN Business, Cable News Network, September 11, 2020, https://www.cnn.com/2020/09/11/business/peloton-stock-earnings/index.html.
3. Ian Thomas, “The Fall of Peloton’s John Foley and the Stock Market’s Big Founder Problem,” CNBC, updated February 14, 2022, https://www.cnbc.com/2022/02/12/the-fall-of-pelotons-john-foley-and-the-markets-big-founder-problem.html.
4. Sheree Johnson, “New Research Sheds Light on Daily Ad Exposures,” SJ Insights, September 29, 2014, https://sjinsights.net/2014/09/29/new-research-sheds-light-on-daily-ad-exposures/.
5. “Largest Advertisers in the United States in 2020,” Statista, accessed June 15, 2022, https://www.statista.com/statistics/275446/ad-spending-of-leading-advertisers-in-the-us/.
6. “Advertising Media Owners Revenue Worldwide from 2012 to 2026,” Statista, accessed June 21, 2022, https://www.statista.com/statistics/236943/global-advertising-spending/.
7. Brian Steinberg, “NBC Seeks Record $6 Million for Super Bowl Commercials (Exclusive),” Variety, June 16, 2021, https://variety.com/2021/tv/news/super-bowl-commercials-price-record-1234998593/.
8. Isabelle Gustafson, “Cumberland Farms Offers National Ice Cream Day Discount,” CStore Decisions, WTWH Media, July 16, 2020, https://cstoredecisions.com/2020/07/16/cumberland-farms-offers-national-ice-cream-day-discount/.
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11. Ben Stewart and Maude Campbell, “Most Famous Movie Cars of All Time,” Popular Mechanics, March 22, 2022, https://www.popularmechanics.com/cars/g625/top-10-movie-cars-of-all-time/.
12. Judith Rehak, “Tylenol Made a Hero of Johnson & Johnson: The Recall That Started Them All,” New York Times, March 23, 2002, https://www.nytimes.com/2002/03/23/your-money/IHT-tylenol-made-a-hero-of-johnson-johnson-the-recall-that-started.html.
13. Andrew Robinson, “What Is the Response Rate from Direct Mail Campaigns?,” DMA: Data & Marketing Association, May 21, 2021, https://dma.org.uk/article/what-is-the-response-rate-from-direct-mail-campaigns.
14. Clare O’Connor, “How Spanx Became a Billion-Dollar Business without Advertising,” Forbes, March 12, 2012, https://www.forbes.com/sites/clareoconnor/2012/03/12/how-spanx-became-a-billion-dollar-business-without-advertising/.
15. Rama Ramaswami, “Gartner CMO Spend Survey 2020–2021: Technology and Digital Channels Withstand Budget Cuts,” Marketing Insights, Gartner, August 17, 2020, https://www.gartner.com/en/marketing/insights/articles/gartner-cmo-2020-2021-tech-digital-channels-withstand-budget-cuts.
16. Meghan Casserly, “Beyoncé’s $50 Million Pepsi Deal Takes Creative Cues from Jay Z,” Forbes, December 10, 2012, https://www.forbes.com/sites/meghancasserly/2012/12/10/beyonce-knowles-50-million-pepsi-deal-takes-creative-cues-from-jay-z/.
17. Matt Miller, “Angel Johnson’s Gym Mishap Turned into the Thriving Activewear Brand ICONI,” Amazon Ads, Amazon, March 28, 2022, https://advertising.amazon.com/en-us/blog/iconi-by-angel-johnson-and-the-black-business-accelerator/.
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21. “About Farmer Direct Organic,” Farmer Direct Organic, accessed June 21, 2022, https://fdorganic.com/pages/about.
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23. “This Is McKee;” McKee: A Family Bakery, https://mckeefoods.com/1/this-is-mckee; “Our History,” McKee: A Family Bakery, https://mckeefoods.com/105/our-history; “Who We Are,” Little Debbie, https://www.littledebbie.com/6/who-we-are
Chapter 14. The Promotion Mix: Advertising and Public Relations
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27. Julia Belluz, “The Vape Company Juul Said It Doesn’t Target Teens. Its Early Ads Tell a Different Story,” Vox, January 25, 2019, https://www.vox.com/2019/1/25/18194953/vape-juul-e-cigarette-marketing.
28. Scott Thompson, “The Advertisement of Harmful Products,” Small Business, Chron.com, last modified October 26, 2016, https://smallbusiness.chron.com/advertisement-harmful-products-65363.html.
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33. Dan Shewan, “Ethical Marketing: 5 Examples of Companies with a Conscience,” The WordStream Blog, WordStream, updated May 20, 2022, https://www.wordstream.com/blog/ws/2017/09/20/ethical-marketing.
34. Jordan Valinsky, “Peloton Sales Surge 172% as Pandemic Bolsters Home Fitness Industry,” CNN Business, Cable News Network, September 11, 2020, https://www.cnn.com/2020/09/11/business/peloton-stock-earnings/index.html.
35. Valinsky, “Peloton Sales Surge.”
36. David Griner, “Ryan Reynolds on How His Peloton Ad Collaboration Came Together in 48 Hours,” Adweek, December 13, 2021, https://www.adweek.com/convergent-tv/ryan-reynolds-on-how-his-peloton-ad-collaboration-came-together-in-48-hours/.
37. David Griner, “How Ryan Reynolds Pulled Off Aviation Gin’s Peloton Parody, Capping His Year of Genius Ads,” Adweek, December 13, 2019, https://www.adweek.com/creativity/how-ryan-reynolds-pulled-off-aviation-gins-peloton-parody-capping-his-year-of-genius-ads/.
38. Joseph Pisani and Megan Graham, “Peloton: Don’t Blame Us for What Happened in ‘And Just Like That . . .’ (Spoilers Ahead),” Wall Street Journal, December 10, 2021, https://www.wsj.com/articles/peloton-dont-blame-us-for-what-happened-in-and-just-like-that-spoilers-ahead-11639097331.
39. Alexandra Del Rosario and Nellie Andreeva, “‘And Just Like That . . .’ Delivers HBO Max’s Strongest Series Debut; ‘The Sex Lives of College Girls’ Peaks in Viewers with Finale,” Deadline, December 10, 2021, https://deadline.com/2021/12/and-just-like-that-hbo-max-strongest-series-debut-the-sex-lives-of-college-girls-peaks-viewers-finale-1234889116/.
Chapter 15. The Promotion Mix: Personal Selling and Sales Promotion
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2. “CRM 101: What Is CRM?,” Salesforce, accessed June 25, 2022, https://www.salesforce.com/crm/what-is-crm/.
3. Julie Thomas, “What Companies That Grew in 2020 Realize about Sales Training,” Forbes, January 8, 2021, https://www.forbes.com/sites/forbesbusinessdevelopmentcouncil/2021/01/08/what-companies-that-grew-in-2020-realize-about-sales-training.
4. Roger Dooley, “Coupons: Better Than Kissing,” Forbes, December 21, 2012, https://www.forbes.com/sites/rogerdooley/2012/12/21/coupons-kissing.
5. Min-Jee Hwang, “How to Use Pricing and Promotions to Improve Customer Satisfaction,” Wiser Retail Strategies (blog), Wiser, July 13, 2017, https://blog.wiser.com/how-to-use-pricing-and-promotions-to-improve-customer-satisfaction/.
6. Olivia Cruz, “Creminelli Works with Keep Austin Fed for an Upgraded Snack Experience,” News, SXSW Conference & Festivals, February 22, 2022, https://www.sxsw.com/news/2022/creminelli-works-with-keep-austin-fed-for-an-upgraded-snack-experience/.
7. Tom Huddleston Jr., “How the ‘McMillions’ Scammers Rigged McDonald’s Monopoly Game and Stole $24 Million,” Make It, CNBC, February 9, 2020, https://www.cnbc.com/2020/02/07/how-mcmillions-scam-rigged-the-mcdonalds-monopoly-game.html.
8. Jessica Miller, “9 Examples of Brands Crushing Social Media Contests in 2021,” ShortStack, Pancake Laboratories, June 22, 2021, https://www.shortstack.com/blog/9-examples-of-brands-crushing-social-media-contests-in-2021/.
9. Amanda Breen, “It’s National Pizza Day. Grab the Hottest Deals from Domino’s, Papa John’s, Pizza Hut and More,” Entrepreneur, February 9, 2022, https://www.entrepreneur.com/article/417720.
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14. Huddleston, “How the ‘McMillions’ Scammers.”
15. “American-Made Knives. Guaranteed Forever,” Cutco Corporation, https://www.cutco.com/products/american-made.jsp
16. Ibid.
17. “Who We Are,” Vector Marketing Corporation, https://www.vectormarketing.com/who-we-are/#:~:text=Vector%20Marketing%20is%20a%20single,independent%20sellers%20of%20CUTCO%C2%AE.
Chapter 16. Direct, Online, Social Media, and Mobile Marketing
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2. Tom Ryan, “Does Direct Mail or Email Deliver Greater Results for Retailers?,” RetailWire, March 25, 2019, https://retailwire.com/discussion/does-direct-mail-or-email-deliver-greater-results-for-retailers/.
3. Jonathan Z. Zhang, “Why Catalogs Are Making a Comeback,” Harvard Business Review, February 11, 2020, https://hbr.org/2020/02/why-catalogs-are-making-a-comeback.
4. “National Do Not Call Registry FAQs,” Consumer Advice, Federal Trade Commission, May 2021, https://www.consumer.ftc.gov/articles/national-do-not-call-registry-faqs.
5. Anne Stych, “Proactiv Rebrands, Moves from Acne into Other Areas of Skincare,” Bizwomen, American City Business Journals, January 21, 2022, https://www.bizjournals.com/bizwomen/news/latest-news/2022/01/proactiv-rebrands-moves-from-acne-into-other-area.html.
6. “About Us,” MailCon, last modified December 21, 2021, https://mailcon.com/about/.
7. Deyan Georgiev, “67+ Revealing Smartphone Statistics for 2022,” Tech Jury, October 14, 2022, https://techjury.net/blog/smartphone-usage-statistics/#gref
8. CJ Bangah, “What Is on the Horizon for Digital Advertising in 2022 and Beyond?,” LinkedIn, October 22, 2021, https://www.linkedin.com/pulse/what-horizon-digital-advertising-2022-beyond-cj-bangah/.
9. Katrina Kirsch, “The Ultimate List of Email Marketing Stats for 2022,” The HubSpot Marketing Blog, HubSpot, updated January 20, 2022, https://blog.hubspot.com/marketing/email-marketing-stats.
10. Andrea Wildt, “5 Brands Crushing It with Email Marketing and Automation,” The Digital and Email Marketing Blog, Campaign Monitor, May 29, 2019, https://www.campaignmonitor.com/blog/email-marketing/5-brands-crushing-marketing-automation/.
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12. Adam Hayes, “What Video Marketers Should Know in 2022, according to Wyzowl Research,” The HubSpot Marketing Blog, HubSpot, January 26, 2022, https://blog.hubspot.com/marketing/state-of-video-marketing-new-data.
13. Chris Matyszczyk, “Amazon CEO Jeff Bezos Showed Off His Exciting Vacation on Twitter. What Happened Next Wasn’t Pretty,” Inc., April 23, 2018, https://www.inc.com/chris-matyszczyk/amazon-ceo-jeff-bezos-showed-off-his-exciting-vacation-on-twitter-what-happened-next-wasnt-pretty.html.
14. Mansoor Iqbal, “Facebook Revenue and Usage Statistics (2022),” App Data, Business of Apps, updated January 19, 2022, https://www.businessofapps.com/data/facebook-statistics.
15. Chris Raymond, “So What Do You Think of Facebook Now?,” Consumer Reports, March 15, 2019, https://www.consumerreports.org/social-media/what-do-you-think-of-facebook-now-survey/.
16. Raymond, “What Do You Think?”
17. Dominique Jackson, “Instagram vs. Facebook: Which Is Best for Your Brand’s Strategy?,” Sprout Blog, Sprout Social, June 30, 2019, https://sproutsocial.com/insights/instagram-vs-facebook/.
18. Christina Newberry, “38 LinkedIn Statistics Marketers Should Know in 2021,” Hootsuite, January 12, 2021, https://blog.hootsuite.com/linkedin-statistics-business.
19. “All about Pinterest,” Pinterest Help, Pinterest, accessed February 13, 2022, https://help.pinterest.com/en/guide/all-about-pinterest.
20. “Pinterest Demographics: Find Your Audience,” Pinterest Business, Pinterest, accessed February 13, 2022, https://business.pinterest.com/en/audience/.
21. “Number of Monetizable Daily Active Twitter Users (mDAU) Worldwide from 1st Quarter 2017 to 3rd Quarter 2021,” Statista, accessed February 13, 2022, https://www.statista.com/statistics/970920/monetizable-daily-active-twitter-users-worldwide/.
22. Ying Lin, “10 Twitter Statistics Every Marketer Should Know in 2021 (Infographic),” Oberlo Blog, Oberlo, January 25, 2021, https://www.oberlo.com/blog/twitter-statistics.
23. Damian Radcliffe, “Why Podcasting Is on the Rise: 8 Trends Publishers Cannot Ignore,” What’s New in Publishing, last modified December 17, 2020, https://whatsnewinpublishing.com/why-podcasting-is-on-the-rise-8-trends-publishers-cannot-ignore/.
24. “How Spotify Is Strengthening Our Investment in Podcast Advertising with Acquisition of Megaphone,” For the Record, Spotify, November 10, 2020, https://newsroom.spotify.com/2020-11-10/how-spotify-is-strengthening-our-investment-in-podcast-advertising-with-acquisition-of-megaphone/.
25. “Podcasts and the Next Level of Influence,” Spotify Advertising, Spotify, March 2019, https://ads.spotify.com/en-US/news-and-insights/podcasts-and-the-next-level-of-influence/.
26. Maile McCann, “How Cupshe Built a $150 Million Swimwear Business by Embracing Both DTC and Amazon,” Modern Retail, Digiday Media, August 30, 2021, https://www.modernretail.co/startups/how-cupshe-built-a-150-million-swimwear-business-by-embracing-both-dtc-and-amazon/.
27. Ashley Wilson, “Top Mobile Marketing Challenges and How to Overcome Them,” CRM and Technology Blog, Technology Advisors, June 30, 2021, https://www.techadv.com/blog/top-mobile-marketing-challenges-and-how-overcome-them.
28. Kateryna Hanko, “35+ Must-Know Phone Usage Statistics for 2022,” Clario Blog, Clario Tech, April 8, 2022, https://clario.co/blog/phone-usage-statistics/.
29. “US Mobile Advertising Growth (2019–2024),” Statistics Library, Oberlo, updated February 2022, https://www.oberlo.com/statistics/mobile-advertising-growth.
30. “7 Essential Tips to Creating Mobile Friendly Emails,” The Digital and Email Marketing Blog, Campaign Monitor, May 21, 2019, https://www.campaignmonitor.com/blog/email-marketing/mobile-friendly-email-tips/.
31. Pietro Saccomani, “People Spent 90% of Their Mobile Time Using Apps in 2021,” Mobiloud Blog, MobiLoud, last modified March 1, 2022, https://www.mobiloud.com/blog/mobile-apps-vs-mobile-websites.
32. “National Geographic’s Instagram Accounts Reach 200 Million Followers,” National Geographic Partners, May 28, 2020, https://nationalgeographicpartners.com/2020/05/nat-geo-instagram-accounts-near-200-million-followers/.
33. Tasmin Oxford, “National Geographic Inspires Wanderlust with Its Latest UGC Campaign,” Marketing, Reuters Events, September 17, 2015, https://www.reutersevents.com/marketing/brand-marketing/national-geographic-inspires-wanderlust-its-latest-ugc-campaign.
34. Nat Geo Wild (@natgeowild), “Today is #EndangeredSpeciesDay. Every year on the third Friday in May, #ESDay recognizes and support national efforts to protect our #endangeredspecies,” Instagram photo, May 15, 2015, https://www.instagram.com/p/2uQN2swzXH/.
35. Lance Whitney, “Data Privacy Is a Growing Concern for More Consumers,” TechRepublic, TechnologyAdvice, August 17, 2021, https://www.techrepublic.com/article/data-privacy-is-a-growing-concern-for-more-consumers/.
36. Whitney, “Data Privacy.”
37. David Price, “iOS 15 Latest Version, Problems & New Features for iPhones,” Macworld, August 18, 2022, https://www.macworld.com/article/675711/ios-15-latest-version-problems-new-features-for-iphone.html.
38. Peter Suciu, “There Isn’t Enough Privacy on Social Media and That Is a Real Problem,” Forbes, June 26, 2020, https://www.forbes.com/sites/petersuciu/2020/06/26/there-isnt-enough-privacy-on-social-media-and-that-is-a-real-problem/.
39. “Zoho Privacy Survey Finds 62% of Businesses Aren’t Telling Customers about Third-Party Ad Trackers Collecting Their Data,” Business Wire, December 15, 2020, https://www.businesswire.com/news/home/20201215005426/en/Zoho-Privacy-Survey-Finds-62-of-Businesses-Aren%E2%80%99t-Telling-Customers-About-Third-Party-Ad-Trackers-Collecting-Their-Data.
40. “About iCloud Private Relay,” Apple Support, Apple, July 11, 2022, https://support.apple.com/en-us/HT212614.
41. “What Is Hide My Email?,” Apple Support, Apple, January 31, 2022, https://support.apple.com/en-us/HT210425.
42. Rob Kaczanowski, “How Apple’s Mail Privacy Changes Affect Email Open Tracking,” Postmark Blog, Postmark, November 9, 2021, https://postmarkapp.com/blog/how-apples-mail-privacy-changes-affect-email-open-tracking.
43. Mike Miller, “Publix Supermarket Makes Shopping and Road Tripping a Pleasure,” Florida Back Roads Travel, March 24, 2022, https://www.florida-backroads-travel.com/publix-supermarket.html; Todd Jones, “A Message about Coronavirus (VOVID-19) from Publix CEO Todd Jones,” Publix Press Release, https://corporate.publix.com/newsroom/news-stories/covid-19-message-from-ceo; Russell Redman, “Publix Rolls Out 15-Minute Grocery Delivery via Instacart,” SN Supermarket News, April 28, 2022, https://www.supermarketnews.com/online-retail/publix-rolls-out-15-minute-grocery-delivery-instacart
Chapter 17. Distribution: Delivering Customer Value
1. “Outstanding Foods: Taking This Little Pig-Free Bacon Chip to Market,” BeyondBrands, accessed March 27, 2022, https://www.beyondbrands.org/work/outstandingfoods.
2. “Apples,” Agricultural Marketing Resource Center, Iowa State University, revised September 2021, https://www.agmrc.org/commodities-products/fruits/apples.
3. Latoya Irby, “How Store Credit Cards Are Different from Regular Credit Cards,” The Balance, Dotdash Meredith, updated November 21, 2020, https://www.thebalance.com/store-credit-cards-are-different-from-credit-cards-960146.
4. Daniel Bland, “Largest Vehicle Fleet Management, Leasing Players in North America,” Global Fleet: The Executive Network, Nexus Communications, updated July 7, 2021, https://www.globalfleet.com/en/leasing-and-rental/north-america/features/largest-vehicle-fleet-management-leasing-players-north-america.
5. Technavio, Hot Tub Market Growth, Size, Trends, Analysis Report by Type, Application, Region and Segment Forecast 2020–2024, August 2021, https://www.technavio.com/report/hot-tub-market-industry-analysis.
6. “Petvivo Holdings, Inc. Announces Distribution of Its Veterinary Medical Device, SpryngTM, by Vetcove, Inc.,” Yahoo! Finance, Yahoo, January 5, 2022, https://finance.yahoo.com/news/petvivo-holdings-inc-announces-distribution-123000670.html.
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12. “The Bridge Accelerator—Binational Supplier Development Program,” https://www.tecma.com/the-bridge-accelerator-binational-supplier-development-program/
Chapter 18. Retailing and Wholesaling
1. Precycle (website), accessed September 2, 2022, https://www.precyclenyc.com/.
2. Kim Souza, “Nielsen: Consumers Will Want More Local Foods in 2020,” Talk Business & Politics, October 29, 2019, https://talkbusiness.net/2019/10/nielsen-consumers-will-want-more-local-foods-in-2020/.
3. Jason Fernando, “What Is a Distribution Channel in Business and How Does It Work?,” Investopedia, Dotdash Meredith, updated May 12, 2022, https://www.investopedia.com/terms/d/distribution-channel.asp.
4. Evangelos Christou and Chryssoula Chatzigeorgiou, “Adoption of Social Media as Distribution Channels in Tourism Marketing: A Qualitative Analysis of Consumers’ Experiences,” Journal of Tourism, Heritage & Services Marketing 6, no. 1 (2020): 25–32, https://doi.org/10.5281/zenodo.3603355.
5. “Our Locations,” Target Corporate, Target Brands, accessed September 2, 2022, https://corporate.target.com/about/locations.
6. Tony Hernández and David Bennison, “The Art and Science of Retail Location Decisions,” International Journal of Retail & Distribution Management 28, no. 8 (2000): 357–367, https://doi.org/10.1108/09590550010337391.
7. “Walmart Services,” Walmart.com, accessed September 2, 2022, https://www.walmart.com/services.
8. Susan Meyer, “The History and Evolution of Retail Stores: From Mom and Pop to Online Shops,” BigCommerce Blog, BigCommerce, last modified July 15, 2022, https://www.bigcommerce.com/blog/retail/.
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10. “Amazon Go,” Amazon.com, accessed September 2, 2022, https://www.amazon.com/b?ie=UTF8&node=16008589011.
11. “Company Overview,” Corporate Homepage, Publix Super Markets, accessed September 2, 2022, https://corporate.publix.com/about-publix/company-overview.
12. “About NACS,” NACS, accessed September 2, 2022, https://www.convenience.org/About-NACS.
13. Daniel Gross, “The Almighty Dollar (Store),” Slate, June 13, 2009, https://slate.com/business/2009/06/dollar-general-is-the-retail-store-that-figured-out-how-to-beat-the-recession.html.
14. “About Sawgrass Mills,” Sawgrass Mills, Simon Property Group, accessed September 2, 2022, https://www.simon.com/mall/sawgrass-mills/about.
15. “Carvana Debuts Flagship Car Vending Machine in Atlanta,” Investor Relations, Carvana, November 18, 2020, https://investors.carvana.com/news-releases/2020/11-18-2020-110046117.
16. “10 Oldest Mail Order Catalogs in the World,” Oldest.org, last modified May 17, 2022, https://www.oldest.org/artliterature/mail-order-catalogs/.
17. Jake Rossen, “15 Things You Might Not Know about QVC,” Mental Floss, August 12, 2015, https://www.mentalfloss.com/article/67266/14-things-you-might-not-know-about-qvc.
18. Carmen Ang, “Timeline: Key Events in the History of Online Shopping,” Visual Capitalist, updated October 6, 2021, https://www.visualcapitalist.com/history-of-online-shopping/.
19. “Do Not Call,” Federal Communications Commission, last modified June 22, 2016, https://www.fcc.gov/general/do-not-call.
20. Patrick Gleeson, “What Is a Normal Markup Percentage?,” Small Business, Chron.com, updated March 8, 2019, https://smallbusiness.chron.com/normal-markup-percentage-80750.html.
21. Janette Sadik-Khan, “A Plea for Fifth Avenue,” New York Times, January 9, 2017, https://www.nytimes.com/2017/01/09/opinion/a-plea-for-fifth-avenue.html.
22. Mall of America (website), MOAC Mall Holdings, accessed September 2, 2022, https://www.mallofamerica.com/.
23. “U.S. Shopping-Center Classification and Characteristics,” ICSC, International Council of Shopping Centers, January 2017, https://www.icsc.com/uploads/research/general/US_CENTER_CLASSIFICATION.pdf.
24. International Council of Shopping Centers, “U.S. Shopping-Center Classification.”
25. Shari Waters, “Pros and Cons of the Different Types of Retail Locations,” LiveAbout, Dotdash Meredith, updated February 6, 2020, https://www.thebalancesmb.com/types-of-retail-locations-2890244.
26. “What Is Omnichannel Marketing: Definition, Tips, and Examples,” Marketing Evolution, accessed September 2, 2022, https://www.marketingevolution.com/knowledge-center/topic/marketing-essentials/omnichannel.
27. Hokey Min, “Exploring Omni-channels for Customer-centric E-tailing,” Logistics 5, no. 2 (2021), May 25, 2021, https://doi.org/10.3390/logistics5020031.
28. Liz Flora, “Macy’s Doubles Down on Social Commerce,” Glossy, Digiday Media, August 4, 2020, https://www.glossy.co/beauty/macys-doubles-down-on-social-commerce/.
29. Jessica Wong, “The Latest E-commerce Trend: What You Need to Know about Social Commerce,” Forbes Communications Council, Forbes Media, December 3, 2021, https://www.forbes.com/sites/forbescommunicationscouncil/2021/12/03/the-latest-e-commerce-trend-what-you-need-to-know-about-social-commerce/.
30. “How Social Media Shopping Is Changing the Retail Game,” Floor Covering News, February 8, 2022, https://www.fcnews.net/2022/02/how-social-media-shopping-is-changing-the-retail-game/.
31. UWorx Group, “Online Stores in Offline Spaces,” LinkedIn, October 13, 2021, https://www.linkedin.com/pulse/online-stores-offline-spaces-uworx-group/.
32. “Walgreens Introduces New Digital ‘Order Ahead’ Drive-Thru Shopping Experience,” Walgreens Newsroom, Walgreens, May 4, 2020, https://news.walgreens.com/press-center/news/walgreens-introduces-new-digital-order-ahead-drive-thru-shopping-experience.htm.
33. “The Rise of Same-Day Package Delivery,” Our Blog, Parcel Pending, last modified September 2, 2021, https://www.parcelpending.com/blog/the-rise-of-same-day-package-delivery/.
34. Kozmo.com (website), Wayback Machine, Internet Archive, archived April 8, 2000, https://web.archive.org/web/20000408214847/http://www.kozmo.com/.
35. “MetroPost,” United States Postal Service 2014 Annual Report to Congress, United States Postal Service, 2014, https://about.usps.com/publications/annual-report-comprehensive-statement-2014/ar2014/annualreport2014_tech_071.htm.
36. Julia Kagan, “Digital Wallet Explained: Types with Examples and How It Works,” Investopedia, Dotdash Meredith, updated April 10, 2022, https://www.investopedia.com/terms/d/digital-wallet.asp.
37. “Wholesaling,” Encyclopedia Table of Contents, Inc., updated January 5, 2021, https://www.inc.com/encyclopedia/wholesaling.html.
38. “Our Products,” Sysco, accessed September 2, 2022, https://www.sysco.com/Products/Products/Product-Categories.html.
39. “Sysco’s Customers Performance,” CSI Market, accessed September 2, 2022, https://csimarket.com/stocks/markets_glance.php?code=SYY.
40. “Manufacturers’ Agents,” Encyclopedia Table of Contents, Inc., updated January 5, 2021, https://www.inc.com/encyclopedia/manufacturers-agents.html.
41. Claire Shaw, “Legal Requirements for Wholesalers and Retailers,” Everyday Law Blog UK, Rocket Lawyer, June 9, 2021, https://www.rocketlawyer.com/gb/en/blog/legal-requirements-for-wholesalers-and-retailers/.
42. Ana Gonzalez Ribeiro, “What Are Consumer Protection Laws?,” Investopedia, Dotdash Meredith, updated August 1, 2022, https://www.investopedia.com/articles/pf/10/know-your-consumer-protection-laws.asp.
43. Ash Baggott, “What Is Product Traceability?,” Holded Blog, Holded, November 14, 2019, https://www.holded.com/blog/what-is-product-traceability.
44. “Interstate Meat Dist. Inc. Recalls Ground Beef Products due to Possible E. Coli 0157:H7 Contamination,” Food Safety and Inspection Service, U.S. Department of Agriculture, January 6, 2022, https://www.fsis.usda.gov/recalls-alerts/interstate-meat-dist.-inc.-recalls-ground-beef-products-due-possible-e.-coli-o157h7.
45. “Truly Organic Inc.,” Legal Library, Federal Trade Commission, updated September 19, 2019, https://www.ftc.gov/enforcement/cases-proceedings/192-3077/truly-organic-inc.
46. Heather Seely, “8 Most Ethical Supermarkets for Guilt-Free Grocery Shopping,” Tamborasi, February 8, 2021, https://www.tamborasi.com/ethical-supermarkets/.
47. Seely, “8 Most Ethical Supermarkets.”
48. “Employability Skills: The Skills You Need to Get a Job,” Skills You Need, accessed September 2, 2022, https://www.skillsyouneed.com/Tedgeneral/employability-skills.html.
49. “DIY and Home Improvement in the U.S.: Statistics & Facts,” Statista, September 12, 2022, https://www.statista.com/topics/1732/home-improvement/.
50. “Local Ace Hardware Store Services,” Ace Hardware, accessed September 2, 2022, https://www.acehardware.com/store-services.
Chapter 19. Sustainable Marketing: The New Paradigm
1. “Shaping the Sustainable Organization,” Accenture, accessed September 7, 2022, https://www.accenture.com/us-en/insights/sustainability/sustainable-organization.
2. Alexandra Spiliakos, “What Does ‘Sustainability’ Mean in Business?,” Business Insights (blog), Harvard Business School Online, October 10, 2018, https://online.hbs.edu/blog/post/what-is-sustainability-in-business.
3. Accenture, “Shaping.”
4. Lauren Foster, “Barron’s 100 Most Sustainable Companies,” Barron’s, February 11, 2022, https://www.barrons.com/articles/most-sustainable-companies-51644564600.
5. Ibid.
6. Ibid.
7. Williams-Sonoma Inc., Good by Design: Impact Report 2021, July 2022, https://sustainability.williams-sonomainc.com/wp-content/uploads/2022/07/WSI-2021-Impact-Report.pdf.
8. Ibid.
9. Diana Olick, “These Are the 10 Greenest Large Companies of 2022, according to Just Capital,” CNBC, April 22, 2022, https://www.cnbc.com/2022/04/22/10-greenest-large-companies-of-2022-according-to-just-capital.html.
10. Karl Haller, Jim Lee, and Jane Cheung, “Meet the 2020 Consumers Driving Change,” Research Insights, June 2020, https://www.ibm.com/downloads/cas/EXK4XKX8#:~:text=Nearly%206%20in%2010%20consumers,this%20jumps%20to%2077%20percent.
11. Adanma Onuoha, “What Is Sustainable Marketing?” Network for Business Sustainability, October 12, 2021, https://nbs.net/articles/what-is-sustainable-marketing/.
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