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SUBJECT INDEX

Notes: Page numbers for key terms defined in margins are in bold

3PL see third-party logistics comparison 764 strategies 766–77 competition and 765 style 769–72 consumer buying behaviour 277, 278 television see television access 642, 831 corporate image 543 truth in 184 accessibility 415 costs 170–1, 772–4, 784 see also promotion; sales promotion; public accessory equipment 542 culture 780–1 relations account management 817 decentralisation 781–2 advertorials 115 account managers 812, 817 deceptive practices 171–2 advice, wholesalers 873 accountable relationships 476 decisions 191, 763–79, 780–5 aesthetic needs 269, 271, 273 accounting 88, 556, 647 differentiation 428, 780–1 affective stages, buyer readiness 732 ACORN (A Classification Of Residential evaluation 777–9 affordable differences 445 Neighbourhoods) 402 frequency 765, 772 affordable method of promotion 740 acquisitions 180, 504, 508–10, 582 globalisation 237, 647 age 96–9, 263–4, 400, 403, 413 action plans, new product introductions 602 information and research 372–3 see also children action programmes 72 informative 764 agents 873, 874–5 actionability 415 international 780–5 AID see Automatic Interaction Detection active information search 281 Internet 148–52 AIDA model 732 activities 437 market expansion 507 AIDS 94, 95, 336, 337 actual products 540 mass media 721–6 AIO dimensions 265 actual self-concept 268 media 772–7, 783–4 airlines and aerospace adaptation 229, 231–38, 520 message creation 767–72 competitive advantage 502, 505, 517 adaptive criteria, channel evaluation 880 objectives 763, 763–4, 781 distribution channels 887 adding value 511, 685, 859–60 organising for 779–80 executive jets 300–1 administered vertical marketing systems 866, persuasive 764 positioning 431, 442–3 866–9 positioning 428, 434 pricing 683, 669 adoption 287, 287–8 pricing 675 relationship marketing 477 advanced multivariate segmentation 413 product and brand 541 sales force and personal selling 810, advantage see competitive advantage product development 597, 601 849–52 advertainment 150–1 qualities 742 segmentation and targeting 407 advertising 719, 762, 762–3 regulation 784–5 services 637, 639–40, 645 adaptation 237 reminder 764 alcohol 179 agencies 779–80 segmentation 403, 419 advertising and promotion 764, 766–7, 774, allowances 791 shortcomings 742 785 brands 780–1 social responsibility 179, 747–9 communication strategy 754–7 budgets 764–6 specialities 788 competitive advantage 496 centralisation 781–2 standardisation 780–1 environment, marketing 102

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positioning 434, 438, 440, 443–4 availability, media 784 contacts 727 pricing 694 available markets 362, 363 conviction 278 segmentation 407, 415, 419 avoiding competitors 501–2 equity 555–67, 556, 567–8 wine 246–9, 269 awareness 287, 730–1, 739, 777–8 exiting 24 allowances 791 experiences 9, 567 alternative evaluation 282, 282–4 extensions 565, 565–6 Americanisation 221 B2B see business-to-business familiarity 278 analogue information 129 B2C see business to consumer ‘fighting’ 705 annual call schedules 820 baby boomers 96 image 282, 638 annual plans 49, 822 backward integration 417 licensing 561, 564 anticipatory-based distribution systems 889 balance sheet 55, 55–6 loyalty 556, 787 antiques 694 balancing customer and competitor luxury 48 appeal, products 781 orientation 525–6 management organisations 73 appliances, household see household banks 426, 627, 628, 638, 646, 833, 858 managing 567–8 appliances bargain hunters 410 manufacturer’s 561 approach 824 barter 11, 139, 219, 705–6, 775–6 meanings 9 Argentina 651 basic relationships 476 names 560–1 Aristotle 196 basing-point pricing 700, 700–1 new 566–7 ASEAN see Association of South East Asian battle of the brands 561, 562–3 positioning 559–60, 567, 638 Nations BCG see Boston Consulting Group preferences 556, 778 Asia behaviour private 561 advertising 762 business buyers 307–20, 410 rebranding 568 consumers’ western preferences 113 channels 861–3 rejection 778 cultural imports from 221 consumers 30, 255–90 sponsors 561–4 families 100 behavioural segmentation 405, 405–8 strategies 555–68 geographic segmentation 411 behavioural stages in buyer-readiness 732 switching 278, 787 population 95, 97 beliefs 111–15, 274, 274–6, 282 values 556, 557–8, 559 segmentation 411, 412 believable advertising 768 break-even analyses and pricing 682, 682–3 ‘tiger’ economies 102–3 benchmarking 500 bribery and corruption 199, 212, 323–5 see also China; Japan benefits Britain see United Kingdom aspirational groups 260 brands 549–50, 559 broad-based local pubs 428 assets, marketing 416 direct marketing 831 broadcasting 724 Association of South East Asian Nations products 282, 435, 540 see also media (ASEAN) 411 segmentation 405, 405–6, 410 brokers 873, 874 assortment building, wholesalers 873 social 477–9 browser ads 149 atmospheres 738 sought 405–6 BTO see build-to-order attack 501–2, 516–19 biological needs 268 budgets 72, 739–41, 764–6 attention 273, 281, 774 birth dearth 96 build-to-order (BTO) 889 attitudes 218, 274–6, 275, 284–5, 408 birth rates 95–7 bulk-breaking, wholesalers 873 attractiveness 62, 416 bitstreams 129 bundling 180 attributes blanket contracts 320 business brands 559 Bluetooth 533 actions towards socially responsible see also design; quality and under product books 268 marketing 191–200 auctions 162–4, 665, 686, 687–8 Boston Consulting Group (BCG) 61–2, 63, analysis of new products 589, 596 audience quality and attention 774 421–3 buying audiovisual materials 795 boycotts 213 behaviour segmentation 410 audits brands 171, 549, 549–50 decisions 308 communications spending 746 accounting 556 process 302 external 54 advertising 780–1 participants 309–11 internal 54 awareness 777–8 government markets 322–6 marketing 69, 69, 70–1, 74 battle 561, 562–3 institutional markets 321–2 strategic 54–7 beliefs 282 marketing channels 861 augmented products 540 benefits 549–50 markets 89, 302 Automatic Interaction Detection (AID) 414 citizen 19 market segmentation 408–10

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organisations sector 625 cars 286 charities 168, 749 portfolios 60, 60–5 classic 390 checkout scanners see scanners promotions 786, 791 communication strategy 737 chemical industry 140 regulation 109–11 competitive advantage 508, 509, 510, 511, childcare 100 services 542 512, 514, 517–18 children 155–6, 179, 564, 785 strengths 62, 416–17 customer relationships 460, 466 China see also companies; entries beginning with growth strategies 65–6 distribution 239, 882 corporate hybrid 121–3 emigration 101 business-to-business (B2B) 30, 135, 138, logistics partnerships 889 globalisation 225 138–40, 145, 302 marketing mix 34 mobile phones 223 buyer behaviour 307–20 positioning 432–4, 436, 438–9, 443 online auctions 163–4 exchanges 889 pricing 666, 682, 691 population 95–6, 97 government markets 322–6 product development 593–4, 595, 597 chocolate see confectionery and chocolate institutional markets 321–2 segmentation 392, 398, 408, 419, 420 CIL see computer-integrated logistics Internet buying 320–1 social responsibility and ethics 184, 174 cinema 783 markets 302–7 strengths and weaknesses 59 citizen brands 19 business-to-consumer (B2C) 137, 137–8 cash-and-carry wholesalers 874 citizens’ actions 183–91, 90 buyback 219 cash cows 61 class see social classes buyer-readiness 408, 730, 746 cash discounts 693 click-and-mortar companies 131, 142, buyers 262, 309 cash rebates 698, 788 144 behaviour 306–20 catalogue marketing 838, 838–9 click-only companies 131, 142, 142–3 distribution links 239 category, killers 877 clients mystère 347 intentions 285, 367 CATI see Computer Assisted Telephone climate change 104 power of 416 Interviewing clocks 671–2 and sellers, dependency 305 causal information 348 clockwork 612 Internet benefits 135–6 causal research 345 close competitors 501–2 markets 11–12 celebrities 437, 738–9, 769 closed-end questions 356, 356–9 programmed 410 centralisation 312, 322, 781–2 closing 825 relationship marketing and 483 chain ratio method 364–5 clothes 102, 265, 348, 435, 521–2, 701 buying chain stores 879 cluster analysis 414 collective 687 challengers cluster samples 356 international, attitudes to 218 alliances with 509 coal 609 units 305 market 33, 505, 514–19 co-branding 561, 564 wholesalers 873 champions 604 coffee 80–1, 268, 452–7, 508, 512, 735, 869 see also purchasing changes cognitive dissonance 285, 285–6 buzz marketing 260, 737, 737–8 cultural values, secondary 112–15 cognitive needs 269, 271, 273 by-products 692 technological, speed of 107–8 cognitive stages, buyer-readiness 732 pricing 690, 692 channel pressure, threats 58 collaborators, alliances with 509 bypass attack 518 channels collective buying 687 behaviour 861–3 collectivism 827 breadth 880 colour 735 C2B see consumer-to-business communication 737–8 commercial information sources 281–2 C2C see consumer-to-consumer conflicts 862, 862–3 commercial noise 179 C3 see capital cost covered decisions 191, 871–83 commercialisation 589, 601, 601–4 cable television 230 design decisions 871–82 commercialism 178 caffeine 618–19 distribution 239, 858 commission merchants 875 call reports 823 see also distribution commodities 509 calls by sales forces 820 intermediaries 872–80, 873 communicability 289 cameras see photographic equipment international 881–2 communicable differences 445 Canada 101, 216, 266, 411 organisation 861, 863–71 communications 24 see also North America levels 860, 860–1 adaptation 237, 237–8 capital cost covered (C3) 678–9 management decisions 882–3 environment 720–5 capital items 542 marketing 857–61, 858, 883–91 integrated 720–7 captive-product pricing 690, 691, 691–2 trends 891–7 materials 627

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position 446 strategies 498 groups 174–5 services 642 strengths and weaknesses 498–500 impact of marketing on 170–7 strategy 719–49 winning 508–10 Internet 137–8 see also promotion; telecommunications complaints 286, 467, 643 markets 29–30, 89, 255, 255–97 companies complex buying behaviour 276, 276–7 online 137–8 branding strategies 566 complex buying decisions 305 pricing and 170–2, 674 competitor-centred 525 complex sales force structure 815 products 540, 540–1 competitors, identifying 495–7 complexity 289 protection 110 cultures see cultures components 509 market segmentation 398–408 customer-centred 462, 525 Computer Assisted Telephone Interviewing relationship-building promotions 787 customer-driven 17 (CATI) 351 self-marketing 395 global 212 computer-integrated logistics (CIL) 881 spending, changing patterns of 104 macroenvironment 91–115 computers and information technology 22, 87, value perceptions 674 market-centred 525 96–7 wants 8, 17 microenvironment 88–91 business buying 312 welfare 17–19 protection see regulation competitive strategies 520, 523 see also customers resources 420 consumer buying behaviour 277 consumption pioneers 287 see also business; entries beginning with customer databases 832, 832–6 contact lenses 672 corporate distribution channels 856 contacts comparison advertising 764 environment, marketing 108 brands 727 compatibility 289 information and research 337 channels 860 compensation 219, 818–19 logistics 884 methods of research 350–2 competence 642 marketing channels 858 points 746 competencies, distinctive 53 positioning 439–42 content of messages 732–3 competition 69, 495, 495, 585, 673, 749 pricing 699 content sites 142 competition-based pricing 685–8 product development 583–4, 596, 599–600, content sponsorships 149 competitions 788 601, 608 contests, sales 791, 822 competitive activities, threats 58 virtual reality programs 594 continuity, advertising 777 competitive advantage 421, 432, 443–6, wireless telecommunications 532–4 continuous innovation 511 494 see also Internet continuous inventory replenishment 888 competitive moves 505 concentrated marketing 420 contract manufacturing 228 competitive parity method of promotion 740, confectionery and chocolate 404, 435–7, 521, contracting, management 228 740–1 522, 674, 718, 902–3 contraction defence 514 competitive positions 503–5 conference selling 813 contracts 312, 320 competitive practices, unfair 180 conflicts, channels 862, 862–3 contractual sales forces 813 competitive relations decisions 191 conformance quality 472, 546 contractual vertical marketing systems 865, competitive strategies 33, 492–526, 494 confused positioning 444 865–6 competitor-centred companies 525 conjoint analysis 414 control criteria, channel evaluation 880 competitors 90 conjunctive model of consumer choice 283 controls 50–1, 72 alliances with 508–9 connectivity 128, 129 marketing 73, 73–5 analyses 494, 494–503 construction industry and materials 424 test markets 598–9, 601 avoiding 501–2 consistency 472, 546 convenience, direct marketing 831 balancing customer–competitor consulting services 425 convenience products 540, 540–1, 880 orientations 525–6 consumer-oriented marketing 191 convenience samples 356 costs 680 consumer promotion 786, 788 convenience stores 876 customer satisfaction and 466 consumer-to-business (C2B) 141 conventional distribution channels 863, 863–4 idea generation from 590–1 consumer-to-consumer (C2C) 140, 140–1 conventions 791 intelligence 339, 339–43 consumerism 110, 179, 183, 183–4 convergence, retail 892–3 marketing strategies 420 consumers conviction 278, 731 objectives 497–8 alliances with 509 cooperatives, 874, 879 offers 680 behaviour 30 copy prices 680 buying behaviour 255, 255–90 advertisements 772 reactions 501, 703 empowerment 136 testing 777 segmentation 416 expectations 285 core beliefs 111

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core business processes 470–1 credit cards 212, 647, 705–6, 784 customer value 10, 13, 474–6 core products 539 critical success factors (CSF) 59 analysis 501 core strategies 421 CRM see customer relationship assessment 464–5 corporate brand licensing 564 management delivery 463, 464, 464–5, 469–74, 471, corporate branding strategies 566 Cross-Cultural Consumer Characterisation 871 corporate chains 879 403 lifetime value 13, 474 corporate hospitality 828–9 cross-cultural selling 826–7 product features 546 corporate identity 795 cross-functional teams 888 total 464, 464–5 corporate image advertising 543 cues 274 customerisation 134 corporate vertical marketing systems 863, cult positioning 438 customers 863–5 cultural arrogance 233 alliances with 509 corporate websites 145 cultural empathy 220 attracting 32 corruption, bribery and 199, 212, 323–5 cultural environment 111, 111–15, 219–22 balancing customer–competitor cosmetics and bathroom toiletries cultural pollution 179 orientations 525–6 competitive advantage 496–2, 505 cultural sensitivities 781 as centre of company 67 environment, marketing 102 cultural shifts 257 competitors and 525–6 information and research 374 cultures 75, 219, 256 complaints 286 positioning 434, 435, 437, 442, 443, 444 advertising 780–1 databases 832, 832–6 product development 598 brands 559 delight 10, 286, 466, 540 products and brands 538, 555, 575–7 consumer buying behaviours 256–9 equity 73, 558 segmentation 401, 402, 406, 412 innovation 587–8 expectations 641 cost-based pricing 681–4 segmentation 412 ideas generation from 590 cost-plus pricing 681, 681–2 values 111–15 lifetime value 13 costing, target 668, 668–9 current business portfolios, analysing 60–5 loyalty 510, 558, 635 costs current market demand 363–5 management organisations 73 advertising see advertising current marketing situation 69 marketing channels 861 competitors 680 current positions 434 markets 89–90 direct marketing 831 current profit maximisation 666, 667 obsession with 642 distribution 170 custom-built databases 832–3 pricing and 703 energy, increased 104 customer churn 475 profitable 474 fixed 511, 670, 670–1 customer-centred companies 463, 525 relationships 13, 33, 136, 305, 462, 831 improving 510–11 customer-driven companies 17 see also customer relationship inflation 702 customer-driving marketing 17 management leadership 52–3, 504 customer-oriented approach to personal retention 475–6 life-cycle 684 selling 823 satisfaction see customer satisfaction low 417 customer–provider interaction 628 service 470–1, 552, 884 pricing see pricing customer relationship management (CRM) total costs 464 product development 583, 601 481–3, 727, 825–9 value see customer value production and 671–2 customer sales force structure 814 winning 508 R&D 108–9 customer satisfaction 10, 462, 540 see also consumers recovery, pricing and 668 brands 778 customerisation 128, 131–4 reduction 136, 510–11 communication strategy and 739 customisation 128, 131–4, 395–7 relationship 484 defined 465–7 cycles 371 switching 476 delivering 469–74 see also life cycles total 671 logistics and 884 customer 464 maximising 17, 466–7 variable 511, 671 needs 462–3 data counteroffensive defence 513–14 sales force roles 812 mining 481 countertrade 219 services 635, 644 sources and collection 346–7 coupons 788 tracking 467–9 warehouses 481 couriers 427 customer-segment pricing 694 databases 341, 832, 832–6 courtesy 642 customer-size specialists 524 dating, open 184, 552 creative concepts 768 customer-triggered distribution systems dealer display rooms 601 credibility 642 889 decentralisation 781–2

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deception, direct marketing 841–2 characteristics 226 direct mail deceptive practices 171–2 diversity increases 101–2 advertising 773, 784 deciders 262, 309 educated people 101 marketing 838 decision-making units (DMU) 262 environment 91–102 direct marketing 719, 744, 829, 829–30, 872 decisions and decision-making families 100 benefits 831 advertising 763–79 migration pressures 100–1 channels 860 business markets 305, 308 population size and growth 95–6 customer databases 832, 832–6 consumer buyer behaviour 276–8 segmentation 400, 400–2 direct and online mail marketing 792 decision-and-reward systems 75 geodemographic 402 growth 832 global markets 222–9 demography 91 integrated 841 government buyers 325–6 demonstration 824 invasion of privacy 842–3 products 191, 545–55, 568–9 Denmark 785, 808 public policy and ethical issues 841–3 public relations 798 department stores 698, 876 see also e-commerce; Internet; purchase 284, 284–5 departments in firms 67 telemarketing see also management depositioning 434 direct purchasing 306 decline stage, product life cycles 605, 609, depressive chocolate lovers 404 direct-response television marketing (DRTV) 609–12 deregulation 23 839, 839–41 decoding 729 derived demand 303 direct sales forces 813 DECT see Digital Enhanced Cordless descriptive information 348 direct survey research 348 Telecommunications descriptive research 345 directing sales forces 820–1 defending positions 511–14 design directional policy matrix 62, 417 deficient products 194 channels 871–82 disadvantaged consumers, poor service to degrees of importance 282 for manufacturability and assembly (DFMA) 175–7 delegation 589 597 discount stores 877 delight, customers 10, 286, 466, 540 of messages 732–6 discounts 693–4, 698, 790, 790–1 delinquents 484 positioning 425 discrimination 156, 274, 210 delivery product 546–9 disintermediation 131, 870, 870–1 chosen position 446 of websites 146–8 disjunctive model of consumer choice 283 costs and pricing 700–1 see also styles display allowances 791 customer value see customer value design for environment (DFE) 188–9 ‘disruptive’ competitors 502 differentiation on service 425 desirable products 194, 194–5 dissonance, cognitive 285, 285–6 services 637, 642 detergents and cleaning materials 406, 425, dissonance-reducing buying behaviour 277, see also distribution; mail 501, 505, 516, 555 277–8 Delphi method 368 developing information 338–62 distant competitors 501–2 demand development distinctive advertising 769 business markets 303–5 brands 564–7 distinctive competencies 53 chains 858 products see new products; products distinctive differences 445 derived 303 public relations and 793 distortion estimation 361–2 DFE see design for environment communication 729 fluctuating 305 DFMA see design: for manufacturability and selective 273 forecasting 365–73 assembly distribution inelastic 305, 675 differentiated marketing 419 centres 885 management 13 differentiation 421–32, 445–6, 504, 636–40, channels see channels measurement of 363–5 765 costs 170 price elasticity of 675, 675–6 differentiators 53 exclusive 880 pricing and 673–9 digital age marketing strategies 134–6 firms, physical 89 primary 364 digital divide 156 global marketplace 239 selective 364 Digital Enhanced Cordless of information 373 demand–price relationships 674–6 Telecommunications (DECT) 532–3 intensive 880 demands 8 digital information 129 marketing audits 69 demarketing 13 digitalisation 128, 129 sales promotion 792 demographics dilution, brand 566 selective 880 age structures 96–9 direct exporting 227 see also delivery; transport changes, SWOT analyses 58 direct investment 228, 228–9 distributor brands 561

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distributor display rooms 601 economic factors 226, 411 audits 69 diversification, market 514 Economic Value Added (EVA) 677–9 environmental management perspective diversity 101–2 economy pricing 689 115 see also cultures; demographics EDI see Electronic Data Interchange macroenvironment 88, 91–115 divisibility 289 editorial quality 774 microenvironment 88, 88–91 division of labour 12 EDLP see everyday low pricing responding to 115–16 divorce 100 education 101 natural see natural environment DMU see decision-making units effective segmentation 414–15 political 109, 109–11 do–feel–learn 732 efficiency 136, 820–1, 831 political-legal 218–19 dogs 61 eight Cs 508–9 technological 107–9 domains, e-commerce 136–41 elasticity of demand, price 675, 675–6 environmental forecasts 366 dot bombs 679 elderly 393, 403 environmental sustainability 105–7, 186, 186–7 dotcoms 142–3 electronic and electrical goods 107–8, 674, environmental technology 189 downward product line stretching 554 684, 862 environmentalism 184, 184–90 drinks see alcohol; coffee; soft drinks see also computers; household appliances; equipment 627 drive 269, 274 telecommunications equity see also motivation electronic business 134, 134–5 brands 555–67, 556, 567–8 drop shippers 874 electronic commerce see e-commerce customers 73, 558 DRTV see direct-response television electronic data see computers ESP see emotional selling proposition marketing Electronic Data Interchange (EDI) 320, 320–1, esteem needs 269, 271, 273 drugs see pharmaceuticals 887–8 ethics 27 dual adaptation 237 electronic marketing see e-marketing direct marketing 841–3 dumping 238 electronic observation 348 entertainment 828–9 durable products 540 electronic order interchange 312 Internet 155–6 Dutch auctions 632–3, 687 electronic payments 705–6 market research 375–6 dynamic pricing 665 email 153–4, 816 political environment 111 embargos 213 see also social responsibilities emerging markets 224–5 ethnic segmentation 401 e-business 134, 134–5 emotional appeals 732, 732–3 euro 215 e-commerce 26–7, 135 emotional selling proposition (ESP) 443 EuroMosaic 402 channels 870–1 empathy, cultural 220 Europe conducting 142–54 employee satisfaction 634, 644 advertising 762, 764 domains 136–41 enabler sites 142 competitive intelligence 343 promise of 154 encirclement attack 518 consumer buyer behaviour, characteristics revenue sources 143 encoding 729 affecting 266–7 e-mail 153–4, 816 end-use specialists 523 corporate intelligence 340 e-marketing 26–7, 135 endorsements 771 face-to-face interviews 352 click-and-mortar companies 131, 142, energetic males 404 global marketplace 213 144 energy costs increased 104 Internet shopping 471 click-only companies 131, 142, 142–3 Engel’s laws 104 new product development 583 setting up presence 144–54 English auctions 687 population 95 e-negotiations 816 enlightened marketing 191, 191–5 pricing 691 e-purchasing (e-procurement) 135, 483 enlightened philosophy 195 products 569 e-tailers 142–3 entertaining 828–9 quality 471–2 early adopters 287, 288 entry barriers 180 research 355 Eastern and Central Europe 95, 101, 213 entry to global markets 226–9 sales promotions 789–90 echo boomers 96–7 environment segmentation 411 economic climates, opportunities 58 business buyer influences 311–12 consumer market 398–9 economic circumstances affecting consumer channel decisions, factors affecting 872 services 624, 625 buying behaviour 265 cultural 111–15, 219–22 see also Eastern and Central Europe; economic conditions, effects on pricing 680 demographic 91–102 United Kingdom economic criteria, channel evaluation 880 economic see economic environment European Union economic environment 102, 102–4, 216–18, global 213–22 advertising and promotion 780, 784, 785 311 marketing 87, 87–8 anti-competitive practices 180

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anti-dumping 238 expenses, sales forces 818–19 positioning 424, 426 bribery 199 experience curves 672 see also banks; insurance business regulation 109, 110 experiences 9, 282, 567 Finland 785 competition 181–2, 502 experimental research 348, 348–9 first-price sealed-bid pricing 686, 686–7 corruption 323 experiments 793 five universal values 826–7 deceptive practices legislation 172 expert opinion on demand 367–70 fixed costs 511, 670, 670–1 direct marketing 843 expertise, technical 770 fixed mobile convergence (FMC) 532–3 diversity 101–2 exploratory research 345 flanker brands 566 economic community 215 export departments 240 flanking attacks 517–18 EuroMosaic 402 exporting 226–7 flanking defences 512 fertility rates 97–8 extensions 233, 565–6 flexibility, e-marketing 136 food regulation 173–4 external audits 54 flows, channels 861 government markets 325 external data sources 346 fluctuating demand 305 information and research 373 external factors affecting pricing decisions FMC see fixed mobile convergence Internet penetration 129–30 673–80 FOB-origin pricing 700 knowledge economy 21–3 external sales forces 815–16 focus 53, 504, 589 labelling legislation 551–2 external stimuli 279 focus groups 351, 383–6 members 101, 215 externalities 523 followers, market 33, 505, 519–20 Official Journal 325 extranets 129, 134–5 follow-the-leader pricing 702 Parliament 323 follow-up 825 pharmaceuticals advertising 748–9 food 86 population 95 face-to-face interviewing 350–1, 352 consumer buying behaviour 262 postal services 650 factor analysis 414 customer relationships 468, 475 sales promotions 789–90 factory outlets 877, 877–9 pet see pet food social responsibility and ethics 181–2 facts 59 positioning 442 trade 28 fads 605 pricing 689, 701–2 transportation 886–7 failure, new products 583, 585 research 345–6 EVA see Economic Value Added families 100, 261–4 segmentation and targeting 405, 406–7 evaluation fantasies 769 shoddy products 173–4 adoption process 287 fashions 605 social responsibility and ethics 173–4 alternatives 282–4 fast-food see restaurants unsafe products 173–4 channels 880, 883 Fast Forwards 267 see also confectionery; restaurants and promotion 792–3 feature specialists 524 fast-food outlets; supermarkets public relations 799 features 424–5 forecasting 365 purchasing performance 316 feedback 729, 739 demand 365–73 sales force 822–3 femininity 827 foreign direct investment 228–9 sales promotion 792–3 fertility rates 97–8 formalised buying decisions 305 see also tests field salespeople 813 formats 735–6, 772 events 738 fighter brands 566 forums 140 everyday low pricing (EDLP) 685 ‘fighting brands’ 705 forward integration 417 evidence 770, 771 final buyers 239 four Cs 34–5 exchange 10 finance four Ps 34–51, 256 exchange controls 214 channels 860 fragmentation exchange, foreign 213 departments 88 industries 421, 423 exclusive distribution 880 low-interest 698–9 markets 585 executive champions 604 wholesalers 873 France executive summaries, market plans 68–9 see also banks; costs; financial services advertising 785 exit interviews 469 financial benefits of customer relationships business buying behaviour 314 exiting brands 24 477 competitive intelligence 343 expandable markets 364, 506–10 financial intermediaries 89 cultural environment 219–20 expectancy value model of consumer choice financial publics 90 social milieus 265–6 283 financial services 179 franchises 865, 865–6 expectations 285, 641 internationalisation 646–7 franchise organisations 879 expense reports 823 Islamic products 258 fraud 156, 323–5, 841–2

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free goods 791 immigration 101 habitual buying behaviour 278 free on board origin pricing 700 retailing 895–6 Handshakers 267 Free Trade Area of the Americas (FTAA) social milieus 265–6 headlines, advertisements 772 216 telemarketing 837 headquarters organisations 239 free-trade zones 215–16 ghost shopping 469 health and medical supplies 405, 425, 596–7, see also European Union; NAFTA gifts 828 672 freebies 828 global environment 213–22 see also pharmaceuticals freight-absorption pricing 701 global firms 212 heavy industry 184 frequency, advertising 765, 772 global industries 212 see also oil; steel industry Freud, Sigmund 269 global marketing 212 heightened attention 281 frontal attack 516 global marketplace 27–9, 209–40 high–low pricing 685 FTAA see Free Trade Area of the Americas global markets 831 high-pressure selling 172–3 fuels/power global organisations 240 HIV 94, 95, 336 coal 609 globalisation 24, 26–9, 136, 190, 290, 894 Hofstede, Geert 826–7 see also oil see also entries beginning with international holidays, travel agents and hotels full cost recovery 668 glossary 905–24 customer relationships 466 full-service retailers 875 going-rate pricing 685, 685–6 external audits 54 full-service wholesalers 873, 874 good-value strategy 689 positioning 442 functional discounts 694 goods pricing 649 functional organisations 73 free 791 services 656–7 functional quality 635 unsought 15, 541 Holland see Netherlands functional strategies, planning 66 see also products home-shopping channels 840–1 furniture 546 governments Home Zone Tariffing (HZT) 532 bureaucracy 218 homebodies 267 intervention in natural resource horizontal conflicts 862 games, sales promotion 788 management 105–7 horizontal marketing systems 869 gatekeepers 309 markets 12, 90, 322, 322–6 hotels see holidays GATT see General Agreement on Tariffs and pricing, influences on 680 household appliances 425, 498, 671, 682–3, Trade publics 90 792 gay markets 393, 415 services 624 Hungary 229 gender 412 see also regulation and entries beginning hybrid marketing channels 870 segmentation 401, 401–2 with political hybrid offers 626 General Agreement on Tariffs and Trade green consumerism 105, 882 hybrid operators 894 (GATT) 214–15, 651 greenhouse effect 104 hypermarkets 877 General Electric strategic business-planning grey segment 99 HZT see Home Zone Tariffing grid 62–3 grocery stores see supermarkets general need descriptions 317 gross profits 677 general public 91 Group of Eight 411 ideal self-concept 268 generalisation 274 groups ideas 544–5, 768 ‘Generation Xers’ 96–7 aspirational 260 generation 587–8, 589, 589–92 geodemographic segmentation 402 consumer buying behaviours 259–61 marketing of 544–5 geographic characteristics 226 focus 351, 383–6 as products 9 geographic organisations 73, 240 interviewing 350–1, 352 screening 589, 592 geographic segmentation 398, 398–9, 410, 411 membership 259 social 544–5 geographical pricing 693, 700, 700–1 reference 260 illustrations 772 geographical specialists 524 see also teams ILP see integrated logistics provision geographically concentrated business growth image markets 303 databases 835–6 advertising 543 Germany direct marketing 832 brand 282 advertising 764, 785 sales promotion 786 corporate 543 business buying behaviour 314 stage in product life cycle 605, 607 differentiation 428–9 credit cards 212 strategies, developing 65–6 products 593, 769 cultural arrogance 233 growth-share matrix, BCG 61 self 268 cultural environment 219–20 guerrilla attack 518–19 IMC see integrated marketing communications

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imitators 520 comparative 135 financial 89 immediacy, direct marketing 831 databases 832–6 marketing 89 immediate buying 135 developing 338–62 new forms 128, 131 immigration 100–1 digital 129 internal audits 54 implausible positioning 444 distributing 373 internal data sources 346 implementation 50–1 flows 861 internal factors affecting pricing decisions marketing 72, 72–5, 360 gathering 812 666–72 public relations plans 799 informative advertising 764 internal idea generation 590 importance, degrees of 282 internal records 338, 338–9 internal marketing 635, 644 important differences 445 Internet 831 internal publics 91 in-suppliers 484 management, logistics 887–8 internal records information 338, 338–9 inbound distribution 884 needs 345–6 internal sales force 815–16 inbound telemarketing 837 research see market research; marketing: internal stimuli 279 incentives 791–2, 818–19, 822 research international advertising 780–5 income searches 281–2 international distribution channels 881–2 distribution 102–3, 216, 218 sources, sales force 822–3 international divisions 240 segmentation 402 see also knowledge; learning international markets 90, 410–12 statements 57 information technology (IT) see computers an international pricing 693, 701–2 India information technology international product decisions 569 business regulation 109 ingredient labelling 184 international research studies 373–4 distribution channels 882 initiators 262 international selling 825, 826–7 globalisation 224–5 innovation 191–2, 287–8, 582, 587–8, 609, international services 645–51 population 95 637 international subsidiaries 240 services 648–9, 651 see also new products international trade 213–14 indirect exporting 227 innovative marketing 191, 191–2 Internet 22, 128, 129 indirect marketing channels 860–1 inseparability, services 628, 628–9, 637 advertising 148–52, 726, 748–9, 773 indirect survey research 348 inside-out perspectives 16 banks 628 individual factors, business buying 316 inside sales force 815, 815–16 business buying 320–1 individual interviewing 350 inside salespeople 813 buyers’ benefits 135–6 individual marketing 395, 395–7 installations 425, 542 competitor information 340–1 individual needs 8 instant record-keeping 816 consumers 137–8 individual product decisions 545–52 institutional markets 89–90, 321, 321–2 customer service 471 individualism 827 insurance 173, 424, 646, 690 darker side of marketing 154–6 industrial distributors 874 intangibility, service 626, 626–8, 637 data collection 351–2, 353–5 industrial economies 102, 218 integrated direct marketing 841 direct and online marketing 831 industrial products 542, 600–1 integrated logistics management 888, 888–91 e-commerce see e-commerce industrial structures 216–18 integrated logistics provision (ILP) 891 email 153–4, 816 industrialisation 21 integrated marketing communications (IMC) ethical issues 155–6 industrialising economies 216–18 720–7, 726 exchanges 320 industries 362, 495 integration 417 explosion of 128, 129–31 attractiveness 62 intelligence systems, competitive 502–3 fraud 156 competitor identification 495–6 intensive distribution 880 globalisation 213, 230, 238 forecasts 366 intentions of buyers 285, 367 legal issues 155–6 global 212 interactive buying 135 major forces 128–34 markets and 11 interactive communication media 783 market strategies 134–6 inelastic demand 305, 675 interactive marketing 635, 831 marketing 26–7, 111 inflation 702 interactive television (iTV) 849 portals 142 influencers 262, 309 interdependency, buyer/seller 305 price differences 238 influences 262, 289, 311–17, 322–5 interest in adoption process 287 pricing 695–6 information interest groups 110 privacy 155–6 analogue 129 intermarket segmentation 412 profitability 154–5 analyses 372–3 intermediaries 873 promotions 148–52 businesses 131–4 channels 872–80, 873 research 353–5 channels 860 distribution 239 sales forces 821

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search engines 138, 142 steel 304 legitimisation of products 282 security 155–6 thrift shops 103 leisure and entertainment 694 sellers’ benefits 136 JIT see just-in-time see also holidays service businesses 625 joint ownership 228 lending, truth in 184 service providers (ISP) 142 joint ventures 227, 227–8 lesbian markets 393, 415 transportation by 887 judgement samples 356 less developed countries 29 webcasting 153, 153–4 just-in-time 315–16, 510, 678, 885–6 Levitt, Theodore 172, 540 websites licensing 227, 227–8, 561, 564 B2C 138 life assurance mis-selling 173 corporate 145 Kant, Immanuel 197–8 life-cycles creation 145–8 key account management 817 consumer market segmentation 400, 401 design 146–8 knowledge 54, 642, 731 costs 684 marketing 145 cultural differences 219–20 families 263–4 public relations 797 economies 21–3 products see products quality 804–5 see also information; learning retail 891–2 types 145–6 Korea, South see South Korea stages and consumer buying behaviour Web communities 152, 152–3 263–4 western culture, exposure to 222 technology 108 interpersonal factors, business buying 316 labelling 184, 551–2 life expectancies 98 interstitial advertisements 148 labour 12 life quality 184 interviewing 350–1, 414 see also sales forces lifestyles 265, 265–8, 403–4, 412, 769 intranets 129, 134 laggards and adoption 288 lifetime value, customers 13 introduction stage, product life cycles 605, landfills 186 liking 731 606, 606–7 language limited-service retailers 875 invention 582 problems 236–7, 411 limited-service wholesalers 873, 874 products 236 questionnaire translation 374 line extensions 565 inventory 470, 885–6, 888 wording of questions 359 lobbying 793 investor relations 793 late majority and adoption 288 local community pubs 428 Ireland 382–6, 544, 785 Latin America local marketing 394–5 Islam 258 environment, marketing 115 local publics 91 ISP see Internet: service providers free trade areas 216 location pricing 697 IT see computers and information technology population 95, 97 lock-in 476 Italy segmentation and targeting 411 logistics 883–91 advertising 785 social classes 258 logos 795 business buying behaviour 315 lead time 792 long-range plans 49–50 competitive intelligence 343 leaders long-run average cost (LRAC) curves 671 cultural environment 219–20 cost 504 long-run customer relationships 305 social milieus 265–6 loss 698 long-term contracts 312 market 33, 505, 506–14 loss leaders 698 opinion 288, 288–9, 738 lost customers 469 Japan leadership 666, 667 lotteries 408, 788 business buying behaviour 315 leading donors 408 lower economic strata 103 competitive strategies 514 leading indicators 371 loyalty 407–8, 510, 556, 558, 635, 787 consumer buyer behaviour 266 learn–do–feel 732 LRAC curves see long-run average cost curves corporate intelligence 340 learn–feel–do 732 luxuries 48, 261 corruption 323–4 learning 274 cultural environment 219–20 consumer buying behaviour 274 distribution channels 881–2 curves 672 macroenvironment 25–6, 88, 91–115 online auctions 163 leasing 306 macrosegmentation 413 population 95 legal issues magazines 179, 402, 722, 773–4, 783 pricing 691, 694, 702 environment 218–19 magnetic resonance imaging (MRI) 359 products 569 Internet 155–6 mail retailing 895 segmentation and 412 advertising 773, 784 services 624 see also regulation marketing 838

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questionnaires 350 distributing information 373 now 3–44 services 650 ethics 375–6 offers 9 mail-order wholesalers 874 forecasting future demand 365–73 of organisations 543 mailing lists 832 international studies 373–4 person 543 mainstreams 403 marketing information systems 337–8 places see places maintenance, repair and operations (MRO) measuring current market demand 363–5 planning 433 321 small businesses and non-profit see also strategic marketing maintenance services 698 organisations 375 pricing see pricing management market segmentation see segmentation process 24, 24–35 of accounts 817 market shares 365, 416–17, 765 products see products brand 73 expanding 508–10 promotion see promotion channel members 882–3 gain 667 regulation 183–91 contracting 228 leadership 667 relationships see relationship marketing demand 13 pricing 702 research 343–4, 344 environmental 115 relative, BCG matrix 61 in non-profit organisations 375 inventory 470, 885–6 market-skimming pricing 689, 689–90 plans 345–61 logistics 887–91 market strategies, Internet 134–6 in small businesses 375 marketing 13–19 market targeting 31, 415–17 services agencies 89 proactive 589 marketing setting 25–9 product development 603 audits 69, 70–1, 74 social responsibilities see social quality see total quality management channels see channels responsibilities resources 105–7 communication 719–49 strategies 24–5, 72, 595 sales forces 812, 812–23 concentrated 420 development 595 services 642–3, 873 concepts 16, 16–17, digital age 134–6 strength 417 core 6 sale force compensation and 820 supply chains 883–91 societal 17, 17–19 services 633–45 see also decisions and decision making customer-driving 17 statements 595 manufactured materials and parts 542 defined 6, 6–8, 12–13, 27 target 391 manufacturer-sponsored retailer franchise differentiated 419 undifferentiated 418, 418–19 systems 866 environment see environment; viral 149, 150–1 manufacturer-sponsored wholesaler macroenvironment; microenvironment websites 145 franchise systems 866 global 212 markets 11, 11–12, 29, 362 manufacturers 131 of ideas 544–5 broadening 514 brands 561 impact 180–2 business 89, 302–7 marcom managers 727 individual 395, 395–7 consumer see consumers margins 677 information systems (MIS) 337, 337–8 coverage strategy 420 mark-down 681 innovation 609 customers 89–90 mark-ups 171, 681, 681–2 intelligence 339 defining 362–3 market-centred companies 525 intermediaries 89 description 69 market challengers 33, 505, 514–19 local 394–5 diversification 514 market development 66 logistics 883, 883–91 fragmentation 585 market engineering 462 management 13–19 government see governments market followers 33, 505, 519–20 mass 392 growth rates, BCG matrix 61 market information, wholesalers 873 mix, 33–5, 34, 72 industries and 11 market leaders 33, 505, 506–14 adaptation for international markets 229, institutional see institutional markets market nichers 33, 505, 520–5 231–3 international 90, 410–12 market-oriented mission statements 51 standardisation for international markets management organisations 73 market penetration 65 229, 229–31, 233 minimum 363 pricing 690 strategy, pricing and 669–70 new 24 market pioneers 606–7 see also places; pricing; products; positioning 31, 391 market potential indicators 226 promotion potential 364 market research 30–1, 337 myopia 9, 15 segments 31 defining markets 362–3 niche see niche marketing variability 420 developing information 338–62 noughties, in 20–24 see also marketing

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marketspaces 135 mix information 345–6 marriage 100 products 511, 555, 690–3 market 585 masculinity 827 promotion 719, 741–7 Maslow’s hierarchy of 269–73 Maslow’s hierarchy of needs 269–73 services 625–6 physical/physiological 8, 268, 269, 271, 272 mass customisation 395, 395–7 see also marketing: mix profitably meeting 17 mass marketing 392, 829 mobile defences 514 recognition 279 matching channel functions 860 mobile marketing 129–30 safety 269, 271, 272 materialism, excessive 177–8 mobile phones see telecommunications and satisfying 462–3, 824 materials and parts 542 telephones self-actualisation 269, 271, 272, 273 materials management, strategic 312 modified rebuy 308 social 8, 269, 271, 272 matrix approaches 60–5 monetary regulations 218–19 negotiation channel functions 860 maturity stage, product life cycles 605, 607, money markets 12 Net-Gens 96–7 607–9 monitoring service performance 643 net profits 677 meaningful advertising 768 monopolies, pure 673, 673–4 Netherlands 107, 186, 188 means tests, entertainment 828 monopolistic competition 673 advertising 785 measurability 415 moods 769 flower auctions 632–3 mechanical devices for research 356, 359 Moore’s Law 370 mobile phone market 530–4 media 729, 738 moral appeals 733 telemarketing 837 advertising 772–7, 783–4 see also social responsibilities Netizens 138 choice of 737–9 motivation 53, 268–73, 821–2, 882–3 network marketing 477, 478–9 impact 772 motives 269 New Age Nurturers 267 optimisers 777 motorcycles 275–6, 405, 514 new brands 566–7 place-based 783 Mouse Potatoes 267 new customers 13, 286 public relations 798 MRI see magnetic resonance imaging New Economy 128, 131–4 publics 90 MRO see maintenance, repair and operations new markets 24 selection 772–7 multibrands 566 new products 24, 287 vehicles 774 multichannel distribution 870 business analysis 589, 596 see also magazines; television multiple niching 525 consumer buyer behaviour 287–9 medical services see health multistage segmentation 413–4 development 582, 582–604 meetings, sales 822 multivariate segmentation 412–14 global marketplace 235, 236 MEG 359, 360 pricing strategies 688–90 megabrands 567 see also innovation mega-retailers 893 N-Gens 96–7 new tasks 308 membership groups 259 NAFTA see North American Free Trade new users 506–7 membership warehouses 879 Agreement news and public relations 794 merchandising conglomerates 879 names, brands 560–1 newsgroups 140–1 merchant wholesalers 873, 873 nappies 186 newspaper advertising 773–4, 783 MERCOSUR 216 narrowcasting 724 NGO see Non Governmental Organisations messages 729, 732–6, 767–72, 798 national account sales forces 312 niche marketing 393, 393–4 metrosexuals 262 national brands 561 market nichers 33, 505, 520–5 Mexico 101, 216 national goals and plans 226 no-blame policies 643 microenvironment 25–6, 88, 88–91 natural environment 104, 104–7 noise 179, 729 micromarketing 394, 394–7 environmentalism 184, 184–90 non-durable products 540 microsegmentation 413 people’s views of 113–14 non-expandable markets 364 microsites 149 necessities 261 Non Governmental Organisations (NGO) 27 Middle East 326, 411 needs 8, 9 non-personal communication channels middle income groups 103 aesthetic 269, 271, 273 738 middle-of-the-roaders 504–5 aroused see motivation non-price positions 669 middleman brands 561 biological 268 non-probability sampling 356 migration pressures 100–1 cognitive 269, 271, 273 non-profit organisations, marketing research mining 216 distribution channels 871–2 and 375 MIS see marketing: information systems esteem 269, 271, 273 non-retail shopping see direct marketing mission statements 51, 51–3 general descriptions 317 non-store retailing 873 misuse of research findings 376 individual 8 non-tariff trade barriers 214

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North America order-to-payment process 470 perception 273, 273–4, 641–2 population 95 organisations performance product development 599 business buyer influences 312–16 differentiation on 425 quality 471–2 channels 861, 863–71 evaluation, purchasing 316 social responsibility and ethics 177–9, 181 geographic 73, 240 measures 747 see also Canada; United States global 240 monitoring, services 643 North American Free Trade Agreement marketing 73, 543 perceived 285 (NAFTA) 95, 216, 411 people’s views of 112 quality 472 Norway 785 pricing 672 reviews 320 noughties, marketing in 20–24 as products 9 sales forces 822 nutritional labelling 184, 552 retail distribution 879 perfume 402 sales force 821 perishability, services 631, 631–3 structure 75 person marketing 543 objections, handling 825 organising for advertising 779–80 permission-based marketing 154 objective-and-task method of promotion 741 origin positions 438 personal communication channels 737, 737–8 objectives 71 OTD see order-to-delivery personal factors and consumer buying advertising 763, 763–4, 781 out-suppliers 484 behaviour 262–8 channels 872 outbound distribution 883–4 personal influence 289 competitors’ 497–8 outbound telemarketing 837 personal interviewing 350–1, 352 globalisation 222 outcomes, services 642 personal selling 742, 809 pricing 666–8 outdoor advertising 773–4, 783 nature 809–10 public relations 798 outside-in perspectives 16 process 823, 823–9 research 344–5 outside sales forces 815, 815–16 relationship marketing 825–9 sales forces 812–13 outsourcing 647, 648–9, 891 socially responsible 749 sales promotion 785–6, 787 overcharging strategy 689 see also sales forces strategic 53–4, 515–16 overheads see fixed costs personal sources of information 281–2 observation, electronic 348 overpositioning 444 personalities, famous see celebrities observational research 347, 347–8 own brands 561 personality 268, 404–5, 559, 769 obsolescence, planned 175 ownership 228, 633, 861 personnel 427–8 occasion segmentation 405 see also sales forces occupations 265 persuasive advertising 764 off-invoices 791 packaging 550, 550–1 PEST analyses 26 off-lists 791 concept 550 pester power 179 off-price retailers 877 deceptive 172 petrol 104 offers, competitors 680 decisions 191 pet food 58, 254, 505, 833 office products 693 international 569 pharmaceuticals 139, 179 oil 104, 179, 184, 424 paper industry 700 advertising and promotion 747–9 Old Economy 128, 134 part-time workers 631 communication strategy 738 older people 393, 403 partial cost recovery 668 competitive advantage 504 oligopolistic competition 673 participation conditions 792 products 575–7 online databases 341 partner relationship management (PRM) 882–3 R&D budgets 108 online marketing see e-commerce; Internet partnership relationships 476 segmentation 413 open dating 184, 552 partnerships, logistics 888–9 philosophies 14–19, 67 open-end questions 356–9, 359 parts and materials 542 photographic equipment 274, 283–4, 285, 286, open trading networks 139 patronage rewards 788 289, 405 operating control 74 payment flows 861 pricing 680, 691, 705 operating statements 57 penetrated markets 362, 363 product and brand 540 operational team and global marketplace penetration strategy 606 product development 610–11 operations departments 88 people 627, 637 physical distribution 860, 883, 883–91 opinion leaders 260, 288, 288–9, 737 percentage of sales method of promotion 740 firms 89 opportunities seen SWOT analyses perceived performance 285 physical environment 637 optional-product pricing 690, 691 perceived quality 641 see also natural environment order-routine specifications 320 perceived risks 285 physical/physiological needs 8, 269, 271, 272 order-to-delivery (OTD) 889 perceived values 10 PIC see product innovation charters

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PIMS see Profit Implications of Marketing potential markets 362, 363 external factors affecting decisions Strategy power 54 673–80 Pinpoint Identified Neighbourhoods (PIN) 402 power distance 826 FOB-origin 700 pioneers 606–7 power pricing 685 freight-absorption 701 pipelines 887 power traders 484 general approaches 680–8 place-based media 783 pre-approach geographical 693, 700, 700–1 places 9, 34, 544, 627 pre-emptive defence 512, 824 going-rate 685, 685–6 see also channels; direct marketing pre-emptive differences 445 increases 702–3 planned obsolescence 175 preferences 556, 731, 778 internal factors affecting decisions 666–72 planning premium pricing 689 international 238 communications 747 premiums 788 market-penetration 690 marketing research 345–61 presentation 824 market-share 702 positioning 433 press agency 793 market-skimming 689, 689–90 see also strategic marketing press relations 793 new products 688–90 PLC see products: life cycles pre-testing 792 objectives 666–8 pleasing products 194 price–demand relationships 674–6 optional-product 690, 691 pleasurists 267 price-offs 791 power 685 point-of-purchase (POP) promotions 788 prices 34, 665 product-bundle 690, 693 point-of-sale 348, 599, 783 adjustment strategies 693–702 product-line 690, 691 Poland 785 changes 702–6 product-mix strategies 690–3 policies competitors 680, 703 profits 666, 667 corporate marketing ethics 195 consumer perceptions 674 target profit pricing 682, 682–3 globalisation 222 decisions 191 promotional 693, 698, 698–9 matrix, directional 62 elasticity of demand 675–6 psychological 693, 697, 697–8 see also governments; regulation escalation 238 sealed-bid 686–88 political environment 109, 109–11 high, consumer reactions 170–2 segmented 693, 694, 694–7 political factors, segmentation and 412 increases 705 services 637 political-legal environment 218–19 marketing mix 34 strategies 688–706 political power, excessive 179 nature and meaning 664–5 structures 688 political stability 218 packs 788 target profit 682, 682–3 politics 58 points 691 two-part 692 see also governments profits, influences on 677–9 uniform delivered 700 pollution 105, 179, 187 reductions 705 unit 184, 552 POP promotions see point-of-purchase reference 698 value 685, 693 promotions setting 665–80 value-based 683, 683–5 population see demographics transparency 238 zone 700 portals, Internet 142 wars 520, 699 primary data 346, 347, 350–2 Porter, Michael 53, 54, 154, 469, 504, 508 pricing 664 primary demand 364 portfolio analysis 60 banks 627 primary groups 259 portfolio business 60, 60–5 basing-point 700, 700–1 privacy 110, 111, 155–6, 376, 831 Portugal 544 break-even 682, 682–3 private brands 561 position defences 512 by-product 690, 692 private goods 178 positioning 31, 421 captive-product 690, 691, 691–2 private non-profit sectors 624–5 brands 559–60, 567, 638 competition-based 685–6 private trading networks (PTN) 140 competitive 503–5 cost-based 681–4 PRM see partner relationship management differentiation 421–32 cost-plus 681, 681–2 proactive management 589 market 31, 391 costs 670–2 proactive marketing management 115 products 432–5 customer reactions 698, 703 proactive relationships 476–7 repositioning 434 cuts 702, 704–5 probability 356, 367 strategies 435–46 deceptive 171 problem recognition 317 postal services see mail delivery 700–1 process postmodernists 198 demand and 673–9 core business 470–1 postpurchase behaviour 285, 285–7 discount 693–4 marketing 24, 24–35 post-sale activity 476 dynamic 665 services 637

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producers’ cooperatives 874 levels 361, 539–40 sales force roles 812 product-bundle pricing 690, 693 life cycles 420, 604, 604–13, 746, 765 services 634–6 product-form pricing 697 see also new products programmed buyers 410 product innovation charters (PIC) 589 lines 552 promotion 34 product-line pricing 690, 691 decisions 552–4 budgets 739–41 product/market expansion grid 66 filling 554 business 791 product-quality leadership 666, 667 pricing 691 channel functions 860 product sales force structure 814 retailers 875–7 consumer 786, 788 production stretching 553, 553–4 costs 170–1 concepts 14, 14–15 management 73, 603 clutter 786 costs and 671–2 marketing mix 34 deceptive 171–2 orientation 462 mix 511, 555, 690–3 flows 861 productivity 510–11, 644–5 nature of 539–40 global marketplace 236–8 products 9, 34, 539 new see new products Internet 148–52 access, Internet 135 non-durable 540 marketing mix 34 actual 540 pleasing 194 mix 719, 741–7 adaptation 234, 234–5 position 31, 432, 432–5 sales force 786 appeal 781 price see pricing tools 741–4, 787–91, 794–9 attributes 282, 435, 545–9 quality see quality trade 786, 790–1 augmented 540 reviews 69 wholesalers 873 benefits 282, 435, 540 salutary 194 see also advertising; personal selling; public branding see brands selection, Internet 135 relations; sales forces; sales promotion by-products 692 shoddy 173–4 promotional allowances 694 category competition 495 shopping 541 promotional pricing 693, 698, 698–9 champions 604 social responsibilities 568 proposal solicitation 318 characteristics 289 specialists 524 prospecting 812, 824 class 442 speciality 541 prosumers 134 classification 540–5 specifications 317, 317–18 provider–customer interaction 628 competition 495 stewardship 187, 188–9 psychographics 265 concepts 15, 585, 589, 593–5 style 546–9 segmentation 403, 403–5, 413 consumer 540, 540–1 substitute 416 psychological factors and consumer buying convenience 540, 540–1, 880 support services 551 behaviour 268–76 core 539 uniformity 781 psychological needs see needs decisions 191, 545–55, 568–9 unique 417, 585 psychological pricing 693, 697, 697–8 deficient 194 unsafe 173–4 PTN see private trading networks design 546–9 unsought 15, 541 public affairs 793 desirable 194, 194–5 variability 420 public documents 340 development 596, 596–7 variety 884 public goods 178 see also new products world groups 240 public information sources 282 differentiation 424–5 see also goods; packaging; services public interest groups 110 durable 540 professional purchasing efforts 305 public relations 719, 743, 793, 793–9 engineering 462 profiling 414 public sector see governments extension, straight 233 profit and loss statements 57 public service activities 795 features 546 Profit Implications of Marketing Strategy publics 90, 90–1 flows 861 (PIMS) 423–4 publicity 793 foreign market strategies 233–6 profitability, Internet 154–5 published materials 340 image 593 profitable customers 474 pubs 428 industrial 542, 600–1 profitable differences 445 pull strategy 744, 744–5 innovation charters (PIC) 589 profits pulsing 777 international 569 gross 677 pupilometers 359, 360 invention 236 maximisation 885 purchase probability scales 367 ladders 434 net 677 purchases legitimisation 282 pricing 666, 667, 682–3 buyer readiness stage 731–2

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decisions 284, 284–5 R&D see research: and development reliability 642 intentions 285 rack jobbers 874 reminder advertising 764 repeat 286, 778 radio advertising 773, 783 repair services 425 see also buyers rail transport 886–7 repeat customers 286 purchasing random sampling 356 repeat purchases 778 agents 875 range branding strategies 566 reports, salespeople 822–3 business market segmentation 409, rational appeals 732 repositioning 434 410 rationalists 267 representatives 811–12 centralised 312 raw materials 12, 216 reputation, valued 417 departments 88 see also resources research direct 306 razors 401, 438, 691 and development (R&D) 88 e-purchasing 135, 483 reach, advertising 772 segmentation 414 offices 875 reactive marketing management 115 see also information; market research; performance evaluation 316 reactive relationships 476–7 marketing: research upgraded 312 readiness state 408 resellers 89, 680 see also buying realistic missions 53 resource markets 12 pure competition 673 rebates 698, 788 resources 104, 105–7, 542 pure monopoly 673, 673–4 rebranding 568 see also natural environment pure services 626 rebuy 307–8 response-based distribution 889 pure tangible goods 626 receivers of communication 728, 729 responses 274, 729, 792 push incentives 791 reciprocity 306, 828 responsibilities see social responsibilities push programming 153–4 recognition responsiveness 642 push strategy 744, 744–5 needs 279 restaurants and fast-food outlets 444, 521, 522 problem, business buying 317 retailing 744 record-keeping, instant 816 accordion 892 qualified available markets 362, 363 recruitment of sales forces 812, 817–18 channels 889, 891–4 qualitative research 347, 414 recruits, information from 342 cooperatives 865, 879 quality 10, 472 recycling 184–6 e-tailers 142–3 audiences 774 reference groups 260 giants 895–6 consistency 546 reference prices 698 globalisation 647, 894 editorial 774 reformers 403 non-store 892 gaps 641–2 regional free-trade zones and groups 215–16 positioning 424–5 improvements 705 see also European Union; NAFTA retailers 873, 873–9 levels 545–6 regulation 650–1 technology 893 of life 184 advertising 781, 784–5 wheel of 891, 891–2 pricing 705 business 109–10 see also department stores; supermarkets product 545–6, 546 labelling 551–2 retention product-quality leadership 666, 667 marketing 183–91 customers 13 services 635–6, 640–4 monetary 218–19 selective 274 strategies 473 sales promotion 789 returns see also total quality management technology, increased 109 on capital employed (ROCE) 678 quality improvement programmes 471–4 reinforcement 274 on investments 423–4 quality–price specialists 524 rejection, brands 778 on sales 677 quality traditional dry pubs 428 relationship managers 480 revenue sources, e-commerce 143 quantitative research 347, 414 relationship marketing 11, 32–3, 462, 476, reverse auctions 687, 687–8 quantity discounts 693, 693–4 476–84, 635, 825 reverse distribution 884 quantity premiums 694 customer needs, satisfying 462–3 reviews, performance 320 question marks 61 customer satisfaction 463–4, 465–74 rewards, patronage 788 questionnaires 350, 414 customer value 463–5, 469–76 risks questions 356–9 personal selling 825–9 bearing, wholesalers 873 quota samples 356 relationships, customers see customers channels 860 quotas 213 relative advantage of innovation 289 new product development 583 sales 821 relative market share, BCG matrix 61 perceived 285

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road tolls 178 sampling in research 352–6 selective distribution 880 road transport 886 satellite communications (SatComs) 533–4 selective retention 274 ROCE see returns: on capital employed satellite television 230 self, view of 112 ROI see returns: on investments satisfaction self-actualisation needs 269, 271, 272, 273 roles 262 customers see customer satisfaction self-concept (self-image) 268 Rousseau, Jean Jacques 197 employees 634, 644 self-incompatibility 476 Saudi Arabia 315 self-liquidating premiums 788 SBU see strategic business unit self-marketing 395 safety 173–4, 269, 271, 272 scanners 348, 599, 884 self-reference criterion 233 sales scientific evidence 770 self-service retailers 875 contests 791, 822 scientific progress 21 sellers estimating 365 screening ideas 592 buyers and, dependencies 305 forecast 366 sealed-bid pricing 686–88 headquarters organisations 239 meetings 822 search engines 138, 142 Internet benefits 136 quotas 821 searches markets 11–12 reports 822 information 281, 281–2 relationship marketing and 483 returns on 677 suppliers 318 see also distribution; personal selling; sales values 677 seasonal discounts 694 selling volumes 677 seasonality 371 agents 875 see also personal selling; sales forces; second-price sealed-bid pricing 688 concepts 15, 15–16 sales promotion; sellers; selling secondary beliefs 111 decisions 191 sales branches 875 secondary cultural values 112–15 high-pressure 172–3 sales forces 808, 872 secondary data 346, 347, 373–4 propositions 443 compensating 818–19 secondary groups 260 wholesalers 873 evaluating 822–3 security 155–6, 642 see also personal selling; sales future demand opinions 367 segment marketing 393 seminar selling 813 management 812, 812–23 segmentation 31, 391 senders 728, 729 national account 312 business markets 408–10 sense-and-respond views 858 objectives 812–13 consumer markets 398–408 sense-of-mission marketing 192, 192–4 promotion 786 cultural factors 412 sensitivities, cultural 781 roles 810–12 developing market segments 414–15 sequential product development 603 size 815 effective, requirements for 414–15 served markets 362, 363 strategy 813 evaluation 416–17 service-firm-sponsored retailer franchise structures 813–15 international markets 410–12 system 866 supervision 819–22 Internet 156 service–profit chain 634–6 training 818 levels of 392–7 services 9, 539, 624–5, 625 see also personal selling market 31, 391 business 542 sales-oriented approach to personal selling market segments 31 characteristics 626–33 823 multivariate 412–14 customers 470–1 sales promotion 719, 785, 785–6 product/market segments 496 differentiation 425–7, 636–40 communication strategy 742–3 research 414 innovation 637 costs 787 segment marketing 393 international 645–51 developing programmes 791–3 strategies 418–21 marketing strategies 633–45 evaluating results 792–3 segmented pricing 693, 694, 694–7 minor goods accompanying 626 growth, rapid 786 selection mix 625–6 objectives 786–7 channel members 882 product support 552 pre-testing 792 direct marketing 831 pure 626 socially responsible 747–9 sales force 817–18 quality 635–6, 640–4 tools 787–91 segments 417 recovery 643 salespersons 810 supplier 319 retailers 875 see also sales forces target markets 418–21 specialists 524 salient attributes 282 selective attention 273 see also products salutary products 194 selective demand 364 seven Cs of effective website design 147 samples 352, 788 selective distortion 273 shared projects 889

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shoddy products 173–4 software 129 strategic objectives 53–4, 515–16 shopping products 541 sources strategic plans 49, 50 see also retailing of information 281–2 strategies short messaging service (SMS) 129–30 messages 738, 738–9 advertising 766–77 short-run average cost (SRAC) curves 671 South Korea 103 attack 516–19 shortages of raw materials 104 space levels 361 branding 555–68 simple multivariate segmentation 412 special events 698, 794–5 communication 719–49 simple random samples 356 specialisation 523–4 competitive see competitive strategies simulated test markets 599–600 specialised industries 421, 423 customer relationships 483 simultaneous product development 603 speciality advertising 788, 791 market-challenger 514–19 Singapore 103 speciality products 541 market-followers 519–20 single-source data systems 348 speciality store 875, 875–6 market-leaders 506–14 skimming 606, 689–90 specific buying situations 308 market-nichers 520–5 skyscrapers 148 specific-customer specialists 524 marketing see marketing sleeping giants 484 specific missions 53 plans see strategic marketing slice of life 769 speech recognition 638, 639–40 pricing 688–706 small businesses 375 speeches 794 products smell 280–1 speed foreign markets 233–6 smoking 86 distribution channels 889 life cycles 604–13 see also tobacco increase, e-commerce 136 new 589, 595 SMS see short messaging service service 425–6 sales forces 813 social benefits of customer relationships technological change 107–8 segments 418–21 477–9 spending, changing patterns of 104 stratified random samples 356 social classes 258, 258–9, 403 sponsorship 421, 783, 795–7 strengths 417, 498–500 social concerns and pricing 680 SRAC curves see short-run average see also SWOT analyses social factors in consumer buying behaviour cost curves stretching, product lines 554 259–62 stability, political 218 strivers 267 social marketing 545 stalemate industries 421, 423 strong competitors 501 social needs 8, 269, 271, 272 standardisation structured surveys 348 social prices 668 advertising 780–1 structures social responsibilities 27, 169–70 marketing mix 229–31, 233 business buyer behaviour and markets business actions towards socially service quality 643 303–5 responsible marketing 191–200 test markets 598, 601 industry 216–18 citizen and public actions to regulate stars 61 messages 733–4 marketing 183–91 statistical demand analysis 371, 371–2 organisation 75 marketing impact on other businesses status 262 sales forces 813–15 180–2 steel industry 63, 218, 304, 542, 673 styles 425, 546–9, 605, 769–72 political environment 111 stimuli 274, 279 see also design products 568 stock see inventory subcultures 257, 257–8 social criticisms of marketing 170–9 stock markets 27 subsidiaries, international 240 see also ethics store brands 561 subsistence economies 102, 216 societal marketing 17, 17–19, 194, 194–5 straight product extension 233 substantiality 415 society straight rebuy 307, 307–8 substitute products 416 impact of marketing on 177–9 straplines 689 success marketing and 27 strategic audits 54–7 critical success factors (CSF) 59 people’s views of 113 strategic business units (SBU) 60, 60–1 new product 585–9 protection of interests of 110 strategic control 74 succeeders 403 sociocultural factors 226 strategic groups 498 suggestion systems 467 socioeconomic groups 103 strategic marketing 31–3 superior differences 445 soft drinks control 73–5 supermarkets 876, 876–7 environment, marketing 102 organisation 73 checkouts see point-of-sale positioning 434, 435, 442, 446 planning 49–51, 66–8 competitive advantage 520 product development 618–19 plans 51–66, 68–73 distribution channels 882 segmentation and targeting 405 strategic materials management 312 pricing 668, 689

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product development 599–600 technology textiles and linen 218, 425, 542 see also food environmental 187, 189 see also clothes superstores 877 expert forecasts about 367–70 thalidomide 92 supervision of sales force 819–22 life cycles 108 theme parks 54 suppliers 89 minor improvements 109 third-party logistics (3PL) 890, 890–1 idea generation from 591 opportunities 58 threats, SWOT analyses 58–9 logistics partnerships 888–9 pessimists 267 three Ps in service marketing 637 power 416 R&D budgets 108–9 thrift shops 103 relationship marketing and 483–4 regulation increased 109 time searches 318 retail 893 advertising timing 774–7 selection 319 speed of change 107–8 efficient use of 820–1 supplies and services 542 strengths 417 levels 361 supply chains 857–8, 883–91 wireless telecommunications 532–4 orientation 826 supply managers 888 see also computers; electronic and pricing 697 support services, products 552 electrical goods; telecommunications sales promotion 792 survey research 348, 350–2, 467 Techno-strivers 267 see also speed surveys 793 telecommunications and telephones time-and-duty analyses 820 survival 666–7 communication strategy 732 time-series analyses 370, 370–1 sustainability 105–7, 187, 189 interviewing by telephone 350, 351 tobacco 169, 179, 446, 785 Sweden 310, 498–500, 640, 785, 808 mobile phones 129, 223, 345, 530–4, 638, tolls 178 sweepstakes 788 729 tools of promotion see promotion switching 476, 787 networks 230 total added value 465 SWOT analyses 50, 58–60, 69 pricing 692, 697 total costs 671 symbols 428, 627, 769 product development and life cycle total customer cost 464 single-source data systems 348 strategies 608 total customer value 464, 464–5 selling by see telemarketing total market demand 363, 363–5 wireless 530–4 total market, expanding 506–7 Taiwan 103, 257 see also communication; internet; online total quality management (TQM) 473, 473–4, tangible goods accompanied by services marketing 545, 644 626 telemarketing 424, 815, 837, 837–8 tourism see holidays tangibles 642 television toys 259, 785 target marketing 391 advertising 424, 742, 783, 784 TQM see total quality management target markets 34, 362, 363, 418, 418–21 global marketplace 237 trade discounts 694 targets promotion 764, 768, 773 trade, global see globalisation audiences in communications 730 segmentation and targeting 401 trade-in allowances 694 costing 668, 668–9 social responsibility and ethics 179 trade promotion 786, 790–1 market targeting 391, 415–17 audience measurement 346 trade shows 601, 783, 791 marketing 391 cable 230 trademarks 561, 562–3 profit pricing 682, 682–3 digital 667 traditionalists 267 quality 641 home-shopping channels 840–1 training 425, 629, 818 tariffs 213 interactive (iTV) 849 transaction-based databases 832 task competition 496 satellite 230 transaction buyers 410 teams 635 videos 444 transaction-oriented personal selling 825 communications planning 747 territorial sales force structure 813, 813–14 transaction sites 142 cross-functional 888, 889 territory marketing plans 822 transactional marketing 478 product development 589 test-market method of forecasting demand transactions 10, 10–11, 33 sales 813 370 transfer prices 238 selling 816 testimonial evidence 771 transport and vehicles see also groups tests advertising in 783 technical expertise 770 advertising 777–9 air 887 technical quality 635 concepts 589, 594–5 farm 464–5 technological environment 107, 107–9 marketing 589, 597, 597–601 logistics 886–7 technological factors 226 sales forces 818 pipeline 887 technological leapfrogging 518 see also evaluation rail 583, 886–7

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roads 178, 886 consumer buying behaviour 266 analysis 317, 317–18 water 887 cultural arrogance 233 brands 556, 557–8, 559 wholesalers 873 deceptive practices 172 chains 54, 469, 469–71 see also airlines; cars; motorcycles e-commerce 27 consumer perceptions 674 travel agents see holidays Federal Food and Drug Administration 109 customer delivered 464, 464–5 trend-setters 267 immigration 100–1 lifetime 13 trends 370, 746 information and research, forecasting 367 perceived 10 truck wholesalers 874 Internet penetration 129 positioning 429, 429–32 truth in advertising 184 marketing ethics 195 propositions 9 truth in lending 184 NAFTA 216 sales 677 Turkey 650–1 new product development 583 service 635 two-part pricing 692 pharmaceuticals advertising 747–9 total added 465 two-way product line stretching 554 positioning 422 total customer 464, 464–5 differentiation 421–2 see also customer value pricing 691, 701 values and beliefs Uganda 336, 337 segmentation 411, 412 cultural 111–15 UMTS see universal mobile services 624 see also cultures telecommunications system sponsorship 795 Values and Lifestyles (VALS) 265 unauthorised groups 156 subcultures 257 variability 420, 629, 629–31 uncertainty aversion 826 see also North America variable costs 511, 671 underclass 103 universal mobile telecommunications system variety, products 884 underutilised capacity 417 (UMTS) 533 variety-seeking buying behaviour 278 undifferentiated marketing 418, 418–19 universe, people’s views of 114–15 Vatican 564 unfair business practices 110 unoccupied positions 434 vehicles see cars; motorcycles; transport uniform delivered pricing 700 unsafe products 173–4 vendor-managed inventory (VMI) 888 uniformity, products 781 unsought products 15, 541 venture capital 132 unique products 417, 585 unstructured surveys 348 vertical conflicts 862 unique selling propositions (USP) 443 upgraded purchasing 312 vertical-level specialists 524 unit pricing 184, 552 upper economic strata 103 vertical marketing systems (VMS) 863, 863–9 United Kingdom upward product line stretching 554 videos 444 advertising and promotion 764, 785 USA see United States viral marketing 149, 150–1 brands 556 usage virtual reality 594, 599–600 business buying behaviour 315 occasions 437 visions 53, 187, 189 competitive advantage 507, 510, 521–2 rate and segmentation 407 VMI see vendor-managed inventory consumer buyer behaviour 290 expanding 507 VMS see vertical marketing systems corruption 323 users 262, 309 volume industries 421, 423 cultural environment 220 new 506–7 voluntary chains 879 information and research 352, 364–5 positioning 437, 442 vulnerable groups 156 institutional markets 321 segmentation 406–7 sales promotions 789 USP see unique selling propositions segmentation, consumer market 398 utilities 697 wants 8, 9, 17, 177–8 services 640 utility function of attribute 282–3 warehouse clubs 879 social classes 258–9 warehousing 873, 885 social milieus 265–6 warranties 698 telemarketing 837 validation of research 414 waste 186–7 United States VALS see Values and Lifestyles watches and jewellery 102 advertising 764 value-added strategies 685 positioning 434, 436, 441 bribery 199 value-based pricing 683, 683–5 pricing 668–9, 690 business buying behaviour 315 value delivery networks 857–8, 858 segmentation and targeting 402, 407 business regulation 109, 110 value marketing 103, 192 water transport 887 buying centres 310 value pricing 685 weak competitors 501 communications strategies 737–8 value-retail centres 877 weaknesses 417, 498–500 competitive intelligence 340, 343 values see also SWOT analyses competitive strategies 514 adding 511, 685, 859–60 wealth creation 21

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Web see Internet wireless telecommunications 530–4 ‘wow’ tests, entertainment 828 webcasting 153, 153–4 women written proposals 359–60 websites see Internet segmentation 401–2 WTO see World Trade Organisation welfare, consumers 17–19 working 100 WWW see Internet ‘well-behaved’ competitors 502 word-of-mouth influence 737 wheel of retailing 891, 891–2 word-of-Web 141 whole channel view of distribution 239 work plans 822 young persons’ circuit pubs 428 wholesale clubs 879 workload approach 815 wholesaler-sponsored voluntary chains 865 world product groups 240 wholesalers 873, 873–5, 894–7 World Trade Organisation (WTO) 214–15, zero defects 641 wine 246–9, 269 216 zero-financing 698–9 wireless technologies 22, 628 World Wide Web see Internet zone pricing 700

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COMPANY INDEX

3 Suisses 839 Alissi 504 AT&T 338–9, 445, 556, 835 3M 52, 107, 135, 286, 587–8, 592 Alladvantage.com 149 Atari 492 7-Up 434, 442 Alldays 876 Audemars Piguet 435 Allied Breweries 428 Audi 438 Allied Domecq 302 Autotrader 133 AA Insurance Services 840 AlltheWeb 138 Avis 434, 442, 646, 764, 866 ABB 53, 105, 145–6, 302, 810, 814 Alpo 505 Avon 144, 806, 872 Abbey Life 173 AltaVista 138 AXA 511 Abbey National 426 Alternative Realities Corporation (ARC) 600 Azko Nobel 302 ABN AMRO 530, 646 Amazon.com 20, 26, 27, 131, 134, 135, 136, Absolut 9, 415, 754–7, 766–7, 804 142–3, 144, 149, 154, 155, 302, 431, 549, Acer 144 665, 695, 789, 794, 830, 831, 859, 892 B&Q 879 Action Aid 408 AMD see Advanced Micro Devices Bacardi 415 adabra.com 687 American Airlines 508 BAe 306, 326, 479, 483 Adidas 4, 33, 539, 543, 811 American Express 403, 437, 641, 642, 647, BAE Systems 303 Adshell 723 822, 842 Bandai Company 96 Adtranz 66 Amora 508 Bangkok Airways 402 Advanced Micro Devices (AMD) 431 Anheuser-Busch 619 Bank & Olufsen 53 AEG 880 Ann Summers 507 barbie.com 396 Aeon 895 Anoto 583–4 Barilla 504 Aeroflot 423 Antwerpes 139 Barnardo’s 799 Aerospatiale 479 AOL 131, 140, 142, 149, 153 Barnes & Noble 131, 144 Agfa 274, 283–4, 285 AOL Time Warner 796 Barter Directory 139 Ahold 27, 112, 195, 817, 893 Apple 343, 407, 548–9, 690 The Bartering Company 706 Air France 645, 712, 713 Arbed 302 BarterNet Corp Air Littoral 713 Arcadia 879 BASF 104 Airbus 52, 300, 303, 306, 317, 477, 479, 495, Argos 870 Bass 440, 612 511, 517, 683, 701, 810 Ariba 888 Baume & Mercier 435 Akai 224 Ariston 691 Bausch & Lomb 672 Aktiv Markt 393 Armani 564 Bayer 575 Akzo Nobel 62 Armstrong Cork 514 BBC 24 Alando 140 Artois 440 BBN 690 Albert.nl 27 Asda 43, 512, 877, 882, 889 BBVA 628 Albumart.com 56–7 Asea Brown Boveri see ABB BCG 61–2, 63 Alchemy 257 Ashby Pine 395 BD 32 Aldi 43, 52, 402, 431, 504, 512, 668, 877 Aspect Communications 640 Beamish 434 Alfa Romeo 523 Aston Martin 390, 402, 432 Bechner 523

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Beck’s 496 Bristol-Myers Squibb 747 Cellnet 638 Beecham 443 Britcraft Group Ltd 849–52 Center Parcs 54, 403 Beefeaters 440 British Airways 310, 343, 407, 415, 442–3, 508, Central 892 Belgacom 530 518, 626, 633, 637, 638, 639–40, 712, 741 Cereal Parners Worldwide 345 Beme.com 402 British American Tobacco (BAT) 514 Cessna 30 Ben 530–1 British Producers and Brand Owners Group Champion 224 Ben & Jerry’s 86, 505, 509, 512 (BPOG) 520 Chanel 33, 171, 446, 549, 565 Benetton 54–5, 865, 887, 894 British Telecom (BT) 288, 530, 667, 732 Channel Tunnel 583, 622, 662 Benson & Hedges 428 BT Openworld 149 Chaparral Steel 504 Bentley 390, 402 British Tourist Authority 415 Charlie Brown 879 Bernard Matthews 405 Britvic 840 Charlottestreet.com 401 Bertelsmann Music Group (BMG) 395 Brooks Brothers 894 cheapflights.co.uk 133 Bestfoods 180, 556 Bruichladdich 509 ChemConnect 140, 889 Betty’s Café Tea Rooms 521, 522 BSA 514 Chemdex 321 Bic 342, 511, 515, 565, 880 BSkyB 288, 392, 667 ChemStation 396–7 Bidbusiness.co.uk 687 BT see British Telecom Chewton Glen 627 Biella 523 Budget 434 Chiquita 549 Biofoam 331–2 Budvar Company 227 Christie’s 687 Biogen and Schering 748 Buitoni 407 Chrysler 23, 174, 514 Bird’s Eye 495 BUPA 321 see also DaimlerChrysler Black & Decker 233, 546 Burberry 259 Churchill 690 Blendax 618 Burger King 86, 444, 515, 872 CIA 724 Blood Transfusion Service 406 Butlin’s 403 Cisco 135 Bloomingdale 876 Cisco Systems 154 Bluenile 126 Citroën 102 BMW 10, 24, 107, 211, 212, 305, 402, 412, 424, C&A 394 see also Peugeot-Citroen 435, 446, 510, 553, 624, 666, 691, 737–8, Cadbury 129, 148, 180, 404, 514, 550, 554, 565, Clairol 153 771, 859, 866 566, 718, 902 Clarins.com 147 Boddingtons 440, 503 Cadbury Schweppes 41–4, 86, 512 Classic Car Club 390, 391 The Body Shop 6, 105, 637, 647, 743, 787, 794, Café Ke’ilu 9 Clickmango 142 866, 869, 876, 882 Café Rouge 440 Clinique 438 Boehringer Ingelheim 575 Calvin Klein 561, 564, 879 Clorets 674 Boeing 33, 52, 195, 219, 300, 303, 306, 419, Campbell 86, 507, 701–2 Club 18–30: 401 479, 495, 506, 511, 517, 683, 686, 713 Canada Dry 567 Club Med 401, 403, 539, 632 Bolswessanen 345–6 Canon 268, 274, 275, 283–4, 286, 667, 680 Coca-Cola 30, 33, 86, 102, 179, 180–2, 224–5, Bombardier 301, 305 Capital Barter Corporation (CBC) 705–6 227, 233, 236–7, 239, 247, 249, 259, 362, Boo.com 46, 56, 127, 142 Capital Gold 19 398, 434, 446, 509, 510, 512, 543, 556, Boots 575, 882 Capital Radio 19 563, 564, 618, 619, 764, 780, 796–7, 804, Bosch 74–5, 498 Caribou Coffee 80 866, 869, 880 Bosch-Siemens 430 Carillion Importers Ltd 755–6 Coffee-Mate 452–7 Bose 99, 504, 546 Carlsberg 496, 764, 796 Coffee Republic 80 Boston Consulting Group 61–2, 63, 509 Carphone Warehouse 580 Colgate-Palmolive 236, 406, 496, 516, 567, Bouygues 105 Carratu International 343 575–7, 602 Boxman.com 142 Carrefour 647, 817, 877, 877, 881, 893, 894 Comet 870, 879 Bozell Worldwide 367 Cartier 102, 781 Commentryene 63 BP 49–50, 186–7 Casa 479 Commercial Union 173 BP Amoco 463 Casino on Net 28 Como 523 Braun 546 Casio 689 Compaq 131, 144, 439, 543, 554, 690, 699 Breitling 436, 441 Castlemaine XXXX 438 Compare.Net 665, 696 Brewers Fayre 416, 440 Caterpillar 749 CompuServe 140, 346 Breyer’s 81 Cathay Pacific Airlines 115 Compuware Corporation 889 Bridgestone/Firestone 175 CBC see Capital Barter Corporation ConAgra 564 Brio 681–2 CCN Marketing 402 Condé Nast 408 Bristol Aviation 276 CDNow 695, 831 Constant Tailoring 395

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Constrauction.com 687 DisneyWorld 9 Enron 27, 112 Contax 611 Distillers 92 Eqos 888 Cool Diamonds 126–7, 136, 144 Dixons 277, 580, 870, 894 Eramet 63 Co-op 882 DKNY 97, 506, 876 Ericsson 223, 506, 533, 583, 638, 729, 780, 798 Co-operative Bank 193 DocCheck® Shop 139 ESOMAR 376 Co-operative Group 876 Dolce and Gabana 876 ESPN.com 142, 149 Corporate Angel Network 193–4 Domino’s Pizza 425 Esprit 866, 879 Corus 304, 305, 885 Domnik Hunter 504 Esso 418, 876 CoShopper.com 830 Donna Karan 879 Estée Lauder 446 Cosina 611 Dorling-Kindersley 60 eToys 131 Cosmopolitan 564 Dorothy Perkins 879 Eurex 513 Costa Coffee 80, 440 Dow Jones News Retrieval 341 EuroDisney 54, 322 Cott 561 drivedreamcars.com Europcar 866 Country Casuals 522 Dualit 431, 504 European Space Agency 366 Country Homes 524 Ducati 523 Eurotrade 706 Coutts & Co. 53 Duck Head 404 Eurotunnel 662 Covisint 321, 483, 489, 889 Dun & Bradstreet 339, 341 Evans 879 CPL 609 DuPont 507, 810 EVC 524 Crosse & Blackwell 505 Dutch Railways 530 Evitol 236 Cyber Dialogue 351 Dutchtone 530–1 Excite 138, 142, 794 Cyrix 431 Dyson 14, 440, 498 Exostar 483 Expedia 26, 124 Exxon 511 D Tours 415 e-cement.com 135 Daewoo 840 E*Trade 131, 227 Daimler 390 EachNet 163–4 Faceparty 133 Daimler Benz 686 EADS 66 Fanta 434 DaimlerChrysler 18, 65–6, 94, 121, 122, 135, Early Learning Centre 31 Fast Search & Transfer 138 219, 321, 376, 402, 417, 489, 509, 510, Earthlink 142, 690 FCI 340 553, 593–4, 595, 698, 770, 889 EarthShell 332 Federal Express 474, 643 Dalgety 505 Eastman Kodak 326 FedEx 145, 859, 890 Danone 174, 232, 238, 347, 508, 565, 817 easyCar 712 Fender 9 DASA 66, 479, 686 easyJet 14, 26, 135, 343, 431, 712–14 Ferrari 99, 390, 393, 428, 443, 524 Dassault 300, 301 eBay 19, 26, 111, 131, 133, 135, 140, 142, 154, Ferrero Rocher 43, 75, 902 Datamonitor 625 156, 162–4, 665, 686, 687, 696 Fiat 546–7, 736, 840 DataStar 341 eBookers 142 Financial Times 60, 142, 749 David Lloyd Sports Clubs 416 ECeurope 139 First-e 424 Dawn French 521–2 Ecover 882 Fisherman’s Friend 674 DCA Food Industries 302 Edeka 896 Fita Buy/Sell Exchange 139 De Beer 506 Eden Project 13 Fokker 303, 317 Del Monte 549 EFFEM 254, 255 Ford 14–15, 23, 104, 121, 122, 276, 212, 224, Delhaize 893 efoodmanager.com 135 286, 321, 402, 432, 488–9, 506, 512, 514, Deli France 646, 866 Egg 142, 154, 424, 628 549, 556, 624, 858, 883, 889 Dell 19, 131, 134, 135, 136, 154, 306, 432, 439, El Corte Ingles 876 Foster’s 438 515, 520, 567, 609, 644, 690, 695, 699, Electrolux 237, 498, 542 Fox 42 829, 830, 856, 859, 870, 889 Eli Lilly 747, 748 Foyles 876 Dentronic 596–7 Elida 538 Framfab 830 Deutsche Bank 646 Elida Gibbs 770 France Télécom 530, 638, 835 D.H. Evans 522 Emap 392 FreeMarkets 696 DHL 316, 427, 646, 891 EMC 835 Freeserve 132, 140, 142, 401, 536 Diageo 92–3, 247, 249, 515, 568 EMI 397 Friendsunited 133 Dialog 341, 346 Emory Global Logistics 890 Frito-Lay 86 Direct Line 148, 424, 690, 830, 840 Encyclopedia Britannica 497 Fuji 273–4, 508, 511, 705 Disney 509, 556 Eni 176 Fuller Brush Company 331, 332

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Galeries Lafayette 9, 876 Habitat 398, 894 IKEA 12–13, 16, 107, 145, 211, 394, 398, 415, Gallo 554 Halifax Bank 833 546, 662, 681, 685, 768–9, 866, 868, 882, Gambio 525 Hambrecht and Quist 332 894, 896 Gap 97, 348, 504, 506, 865, 894 Handbag.com 401 Indesit 691 Garden.com 131 Hands 523 Index 870 Gatorade 618 Happy Shopper 876 Infineon 341 GE Global eXchange Services (GSX) 135, Hard Rock Café 423, 638 Infonautics 342 136 Harley-Davidson 519, 567–8 ING 371, 511, 530 General Accident 173 HarperCollins 129 Intel 19, 111, 175, 179, 370, 424, 431, 533, 556, General Electric 61, 62–3, 63, 154, 321, 417, Harrods 425, 637, 876 568, 583, 690 425, 472, 508, 556 Harvey Nichols 876 Interbrand 236 General Foods 403 Hawkshead 695 Interbrew 440, 612 General Mills 86, 180, 345, 869 Heineken 233, 434, 477, 496, 551, 591, 796 InterClub 816 General Motors (GM) 15, 87, 121, 122, 229, Heinz 86, 322, 428, 565, 566, 667, 778 Interflora 866, 876 312, 321, 419, 488, 489, 506, 509, 514, Helene Curtis 236 Intermodalex.com 633 524, 567, 682, 796, 889 Help the Aged 99 International Minerals & Chemical Générales des Eaux 105 Hennes & Mauritz 894 Corporation 53 GfK 339 Herman Miller 195, 549 International Red Cross 638 GGK 439 Hermes 611 Internet Financial Network 153 Gibson Guitars 675, 676 Hershey 86, 804 Intershop 131, 308 Gillette 211, 342, 401, 424, 511, 515, 583, 691, Hertz 434, 442, 646, 764, 866 Interspar 895–6 780, 818 Hewlett-Packard 189, 524, 553, 567, 590, 699, INVISTA 304 Giorgio Armani 880 769, 835, 871 Iomega 790 Glaxo Wellcome 423 Hindustan Lever 224, 225 IPC 401 GlaxoSmithKline see GSK Hiram Walker 444 Ipos Group SA 339 Glen Dimplex 671 Hitachi 423, 835 Iridium 533 Glenlivet 442 Hitwise 133 Isetan 876 Global Business Web 139 HMV 345 ISS 629–31, 644 GlobalNetXchange 889 Hoechst 423 Istel 338–9 Globalstar 533 Hohner 523, 524 iVillage.com 152–3 Go 712 Holiday Inn 466, 646, 685, 866 Golden Wonder 406 Holland & Holland 438 Goodyear 219, 312, 326 Honda 34, 59, 121, 122, 275–6, 321, 405, 420, Jacobs 508 Google 133, 138, 142, 341 466, 511, 514, 565 Jägermeister 210 Grand Metropolitan 92, 505, 568 Hoover 792 Jaguar 8, 10, 390, 432, 667 Greenfield Online 352 Hornby 438 Jamjar 27 Greenpeace 53 House of Fraser 889 Japanese Airlines 320 Groupe Casino 893 HP Sauce 508 Jardin en Plus 866 Groups Plus 353 HSBC 234, 258, 288, 524, 667, 782, 858 JCB 148, 342, 882 Grundig 64 Hugo Boss 437, 781 J.D. Williams 521–2 GSK 496, 504, 509 Huhtamaki 436 Jeep 781 GSX see GE Global eXchange Services Hyatt 428 Johnnie Walker 33, 390, 446 Guardian Royal Exchange 173 Hyundai 66, 764 Johnson & Johnson 400, 437, 442, 503, 575, Gucci 48, 238, 211, 561, 564, 670, 701 586, 607, 793 Guerlain 402 Johnson Controls 305 Guess 97, 506 Ibanez 675 J.P. Morgan 479–80 Guinness® 92, 434, 442, 568, 768, 804 iBart 139 Judy Greene Pottery 382–6 Gulfstream 300, 301 Ibis 646 Jupiter Research 835 Guy Laroche 237 IBM 17, 87, 107, 154, 229, 236, 306, 425, 439, just4girls.com 138 GWR 347 520, 533, 543, 554, 556, 561, 583, 590, 690, 699, 818, 835, 870 Iceland 660 KALIBER® 434, 435 H&M 647, 865 IEG 795 Kanter Group 339 Häagen-Dazs 430–1, 505, 732, 771 IGLTA 415 Karlstadt 876

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Kashima Oil 480 Lidl 402, 512 McDonald’s 33, 81, 86, 107, 129, 211, 221, Kawasaki 63 Life Stage 400 231–3, 400, 423, 427, 506, 509, 510, 515, Keebler 180 Lilt 362 555, 556, 567, 638, 642, 644, 646, 701, Kelkoo 133, 696 Lincoln 432 785, 859, 866, 872, 894 Kellogg 86, 174, 180, 224, 233, 290, 339, 346, The Link 580 McDonnell Douglas 517 407, 564, 566 Lipincott and Margolies 576 McVitie’s 840 KFC 237, 423 Lloyds TSB 173, 509, 638 MD Foods 808, 809 Kimberly-Clark 153, 261, 776 Lockheed 517 Media Audits 776 Kingfisher Group 879 Lockheed Martin 303 Meijers 877 KLM 415, 419, 477, 712 Lo-Cost 43 Mercedes-Benz 10, 33, 59, 65–6, 211, 212, 224, Kloster Speedsteel 63 Logitech 523 412, 428, 431–8, 443, 460–1, 495, 508, Kmart 835 Longines 428 509, 510–11, 554, 559–60, 566, 732, 858 Knickerbox 507 Lucas Industries 64, 305 Merck 575, 747 Knowaste 186 Lucozade 607, 618 MeritaNordbanken 628 Kobe 63 Lufthansa 425, 442–3, 477, 712 Merloni 691 Kodak 135, 211, 273, 405, 428, 506, 508, 511, Lurgi 105 Messier Dowty 478 518, 575, 705, 814 Lush 647 Metallgesellschaft 105, 480 Komatsu 33, 234 Luxottica 504 Metro 892 Konica 611 LVMH 48, 246, 402 Metroag 893 Kowloon Shangri-La 636 Lycos 138, 151 Michelin 52, 59, 104, 303, 412, 507, 733 KPN 530–1 Lyonnaise des Eaux Dumez 105 MicroAge 331, 332 KPN Qwest 426 Microsoft 19, 108, 111, 135, 175, 180, 179, Kraft 81, 86, 776 181–2, 347, 424, 493, 497, 506, 509, 523, Kroger 306 M&G 425 556, 578, 583, 596, 601, 628, 673, 691, Kronenbourg 102, 508 Maaväl 689 835, 842 KwikSave 43, 52, 402 Mace 876 Miele 880 Kyocera 511 Maiden Outdoor 723 Migros 865 Mail Box Etc 867–8 milkquota.com 135 Makro 647, 693, 879, 894–6 Millennium Dome 667 L’Oréal 220–1, 506, 538, 539, 609 Manchester United 506 Miller 705 La Redoute 839 Mannesmann 504, 556 Miller Brewing Company 561 Labofa Antocks Lairn 523 Margetts Food 302 Milliken 425 Lacoste 428, 429 Marimekko 114 Mills & Boon 420 LACP 341 Mark Warner 263, 393, 427 Mindspring 690 Laithwaites 860 Marks & Clerk 563 Mini 23, 24 Lamborghini 402 Marks & Spencer 17, 113, 131, 136, 504, 506, Minitel 340 Land’s End 695, 839 642, 769, 860, 877, 894, 902 Minolta 680 lastminute.com 27, 695 Marlboro 33, 446 Mitsubishi Motors 66, 698–9 Le Piat d’Or 269 Marriott 16, 81, 416 Mitsui 340 Lea & Perrins 508 Mars 41–3, 86, 417, 505, 513, 566, 804, 833, Mitsushita 320 LEAF 436 872, 902 Mondane Watch 48 Leapfrog Day Nurseries 263 Martell 442 Monsanto 236 Lees 506 Martini 419, 840 Mont Blanc 59, 211, 259, 429, 781 Lego 33, 96, 107, 400, 412, 862–3 Maserati 390 Moorcroft 257 Leica 610–11 Massey-Ferguson 464–5 Motel 6 431 Lernout & Hauspie 112 Massow Financial Services 415 Mothercare 894 Letsbuyit.com 131, 687 MasterCard 647, 842 Mothernature.com 131 Lever Brothers 496, 561, 566, 567, 569 Matalan 431, 504, 877 Motorola 223, 506, 509, 533, 628 Lever Fabergé 538, 723–5 Matsushita 288, 566, 667 MTV 151, 230, 392, 840 Levi-Strauss 199, 224, 252, 701 Mattel 96, 492 Murphy’s 434 Lexis-Nexis 341, 346 Maybach 402 Mustek 283 Lexus 10, 33, 59, 426, 431, 444, 472–3, 511, Maytag 194, 498, 792 MVC 481–2 547, 554, 567, 666, 830 Mazda 99, 420 MyAircraft.com 889 Libertel 530–1 McCann-Erickson 779 MySimon 696

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Nabisco 180, 247 O2 421 Pilsner Urquell 227 Naf Naf 97, 876 Oasis 539 Ping 482–3 Napster 836 Oddbins 269 Pirelli 235, 409 NASA 524 Office Depot 892 Pitney Bowes 667 National Gummi AB 488–9 Office Tiger 648–9 Pizza Hut 423, 440 National Health Service 321 Olivetti 504 PlanetFeedback.com 141 National Semiconductor 321 Olympus 274 Polaroid 276, 691 NatWest Bank 19, 131, 462, 539 OMD Europe 775–6 Pollards Cornish Ice Cream 524 Naxos 524 Omega 548, 549 Polygram 64 Nescafé 33, 205, 268, 437, 446, 512, 734 Omnicom Group 776 Porsche 9, 48, 390, 420, 433, 434, 501, 549, Nestlé 50, 81, 86, 174, 205–7, 211, 225, 247, Opel 104, 229 564 345, 349, 404, 407, 417, 505, 506, 508, Open 288 Post Office, UK 650 511, 543, 561, 562, 566, 705, 831, 866, Oracle 135, 483, 835, 888 Potaireacht Cléire 382 869, 872, 880 Orange 347, 556, 580, 609, 638, 731, 732 Prada 48, 440, 880 Netcom 690 Orbitz 321 Pratt & Whitney 303 NetJets 301 Oshkosh Trucks 420 Premier Automobile Group 432, 489 Netscape 181 Otto 27 Priceline.com 141, 142, 665, 687, 688 Netto 43, 668, 877 Oxfam 408 PriceScan 665, 696 Neun Live 402 Principles 879 New York Times on the Web 142 Privilege 690 Next 894 P&G see Procter & Gamble Procordia 505 Nicholas Laboratories 575 PA Consulting Group 591 Procter & Gamble (P&G) 14, 16, 73, 92–3, 134, Nickelodeon 840 Pace Micro Technology 347 153, 195, 225, 261, 306, 340, 401, 415, Nielsen Media Research 339, 346, 348, 365, Packard Bell 277 432, 446, 496, 501, 505, 507, 516, 538, 599 Palm 858 561, 562, 566, 567, 602, 611, 760–1, 775, Nike 4–5, 33, 259, 393, 437, 509, 543, 548, 552, Palms 393 817, 818, 866, 882 723, 781 Panasonic 872 Promotional Campaigns Group 790 Nikon 274, 284, 680 Paperex 321 Protec Data 343 Nintendo 108, 492–3, 580, 691–2 Paris Miki 396 Proximity London 726 Nippon 63 Patek Philippe 272, 278 Prudential 818 Nissan 316, 321, 489, 511, 546 Peacock 877 Prudential Corporation 199 NKK 63 Peapod 144 PSINet 690 NodeWorks 138 Pear Tree 524 Psion 501, 533 Nokia 24, 33, 114, 135, 145, 211, 223, 234, 424, Peek & Cloppenburg 602 Pyrca 877 495, 506, 531, 533, 539, 552, 556, 580–1, Pelzer 305 583, 590, 602, 608, 638, 704–5, 762, 796, Penguin 42–3 830, 859 Pentax 680 Quaker Oats 180, 236, 428, 505, 555, 565 Noon Products Europe 401 PeopleSoft 482, 483 Quelle 839 NOP 368 PepsiCo 81, 86, 219, 180, 362, 434, 565, 619, Quest International 281 Nordström 16 781 QXL 140, 688 Norsk Hydro 302 Perdue 424 Norton 514 Pernod Ricard 510 Norwich Union 173 Perrier 33, 260, 428, 438, 508 Rabobank 530 Novartis 423 Pets.com 131 Rainbow Vision 393 Novo Nordisk 662 Peugeot 148, 862 Ralston Purina 505 Novotel 646 Peugeot-Citroën 104, 501 Ramada Inn 866 NPD 352, 353 Philip Morris 86, 180, 247, 514 Range Rover 432 NSPCC 168, 169 Philips 17, 64–5, 194, 276, 229, 230, 231, 233, Rasio 689 NTT 634 234, 410, 429, 445, 504, 549, 552, 563, RCA 276 Nuance Communications 639 566, 590, 674, 675, 741, 771–2, 862, 872 Real 877 Nucor 504 Pierre Cardin 561 realTech 816 NutraSweet 195 Pieta 902–3 Reckitt & Coleman 65, 882 NW Ayer 755 Pilot 693 Recruit 323–4 NYSE 195 Pilsbury 180 Red Bull 260, 437, 618–19

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Redwood 408 SAS see Scandinavian Airlines South of Scotland Electricity Board 371 Regent Hong Kong 427 Saur 105 Southwest Airlines 712 Reliant 495 Save the Children 749 Spar 876 Remington 290, 563 Savoir Beds 733 SPSS 483 Renault 321, 438, 439, 489, 501, 506 SB see SmithKline Beecham Standard Chartered 524 Research Connections 352 Scandic Hotels 191–2 Staples Office Supplies 693 Revlon 153, 220, 539 Scandinavian Airlines (SAS) 633, 634 Starbucks 80–1, 163, 221, 230, 794 Rewe 896 Scandinavian Seaways 840 Steelcase 410, 443 Rhône-Poulenc Rorer 575 Scania 110 Steiner Optical 523 Richer Sounds 53, 427, 467 Schering-Plough 195 Stella Artois 771 Ricoh 283 Scholte 691 Stena Line 622–3 RISC 266–7 Schott 422 Steuben 444 Ritz-Carlton 429, 560, 638, 656–7 Scotia 689 Stirling Winthrop 575 River Island Expeditions 442 Scottish Widows 173 Stolichnaya 434–2 Robert Pino & Company 532 Scruffy Murphy’s Pubs 428 Stone Container 341 Roberts 671–2 Seagram 247, 756, 766 Storehouse 398 Robocom Systems 886 Sega 108, 271, 400, 492–3 Streamline 144 Roche 423, 575 Seiko 518, 566 Subaru 432 Rockwell 543 Selfridges 602, 889 Suited for Sun 396 Rohan 876 Sensations 415 Sumitomo 63 Rolex 48, 102, 434, 437, 438, 446, 549, 769 Sensodyne Toothpaste 738 Sun Microsystems 181, 835 Rollei 611 Seoul International Airport 188 Sunkist 549, 551 Rolls-Royce 51, 52, 174, 280, 219, 236, 303, SGS-ICS 199 Sunny Delight 30 305, 402, 495, 524, 546, 556, 880 Shangri-La Hotels 636, 811 Superdrug 879 Rover 764 Sharp 667 Swatch 6, 33, 102, 259, 407, 549, 554, 565, Rowntree 40–4, 508, 674 Shell 19, 33, 61, 62, 63, 86, 172, 410, 799, 866, 608, 668–9, 769 Royal Ascot 564 876 Swift 236 Royal Bank of Scotland 690 Sheraton 638 Swiss Army Brand 565 Royal Doulton 257, 434 Siebel Systems 483 Swiss Richemont 48 Royal Dutch/Shell 64, 417, 424, 509 Siemens 53, 54, 55, 545, 567, 602–3 Swissair 643 Royal Mail 728 Sifo Research 339 Swissôtel 721 Royal Shakespeare Company 415 Signode Corporation 410 Sybase 835 RSPCA 736 Singapore Airlines 53, 423, 427 Symbian 533 RTZ 416 Singapore Post 650 Ryanair 26, 431, 477, 712–13 SINUS GmbH 265, 266 Skil 697 TAG Heuer 48, 259, 437, 543, 689 Skoda 59, 305, 316, 432, 438–9 Takashimaya 876 Saab 412, 488–9, 546 Sleep Inn 560, 666 Tango 30, 362 Saatchi & Saatchi 111–15 SlimFast Foods 86 Taylor Nelson Sofres plc 339, 346, 348 Safeway 27, 882 Smart Car 6, 7, 66, 472–3, 553 TBWA 755 Saga 99, 393, 401 SMH 437 Teal 523 Sagami Rubber Industries 568 Smile 424 TeleDanmark 530 Sainsbury’s 133, 510, 520, 668, 689, 726, 876, Smirnoff 415, 434 Telfort 530–1 877, 882, 892, 893 SmithKline Beecham (SB) 224–5, 575 Tengelmann 817 Saks 876 Snapple 509 Teradata 835 Salvatore Ferragamo 876 Snecma 478 Terrence Higgins Trust 321 Samaritans 27 Société Générale de Belgique 505 Terry’s 404 Sample Institut 339 Sony 6, 9, 17, 33, 53, 97, 108, 211, 224, 230, Terry’s Suchard 42 Samsung 795–7 296–7, 400, 410, 424, 492–3, 540, 549, Tesco 27, 131, 133, 144, 510, 512, 520, 647, Sanofi 575 554, 583, 590, 608, 609, 691–2, 701, 703, 668, 817, 876, 877, 882, 887, 892, 893, SAP 483, 834 799, 866, 870, 872 894, 895, 896 Sara Lee 135 Sotheby’s 687 Tetra 523 SAS e-Intelligence 319 Sounds Direct 840 Tetra Pak 331, 551 SAS Institute 475–6 South Beach Beverage Company 619 TGI Fridays 427, 428, 440

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Third Age Research 403 UnoFirst 628 Wanadoo 536 Thorn 684 UPS 316, 353, 867, 891 Warner Bros. 64 TI group 478 UTC 696 Warner Brothers Sweden 500 Time Warner 438 Warner-Lambert 575, 747 Timex 769 Waste Management 105 TiVo 444 V&S 754, 756 watchfactory 396 TNT 427, 650 ValuJet 712 Waterford Wedgwood 257 Tod 430 Van Clef & Arpels 402 Waterstones 81, 144 Tommy Hilfiger 506, 564 Van den Burgh Foods 442, 689 Webvan 131, 133, 144 Tony & Guy 539 Vans 394 Weetabix 804 Top Shop 879 Versace 879 Wertkauf 895 Topol 496 Vertu 402 Whirlpool 498, 880 Toshiba 144, 211, 533 Vespa 260, 405 Whitbread 416, 440, 612 Toyota 8, 13, 16, 59, 121–3, 145, 148, 211, 287, VG Stores 876 Wilkinson Sword 438 321, 376, 420, 426, 431, 444, 466, 511, Vidal Sassoon 434 The Wine Society 860 554, 567, 590, 666, 691, 858, 883, 889 Viking 441 Winter Corporation 835 see also Lexus Vin & Spirit 755 Winterthur 690 Toys ‘ ’R Us 882, 894 Vincenza 523 Wirtschafts Woche 620 Transparency International 324 Virgin 566 Wolfschmidt 434 Travelodge 505, 666, 685 Virgin Atlantic 53, 477, 511, 518, 637, 764, Wonderbra 434, 435 Triumph (cars) 390 765 Woolworths 580, 664, 879 Triumph (motorcycles) 405, 514 Virgin Cosmetics 214 World Online 142 Triumph International 463 Virgin Express 431, 712 Worldbid.com 139 Tromsø a.s. 700–1 Virgin Megastores 348–9 WorldCom 27, 112 Trout & Ries 576 Virgin Mobile 150–1 Worldwide Internet Solutions Network Tunturi 362–3 Virgin Trains 467 (WIZnet) 318 TV Shop 841 Visa 51, 131, 647, 842 WPP Group 779 TVR 390 Vision Express 425 Wrigley 562 Twentieth Century Fox 129 Vivendi 27, 64 WWP 337 Ty Inc. 605, 673 Vivendi Universal 509, 510 Vodafone 504, 530, 556, 638, 840 Volkswagen (VW) 23, 24, 59, 103, 104, 174, Xelibri 567, 602–3 UCAS 149 219, 305, 321, 402, 423, 438–9, 506, 524, Xerox 75, 188–9, 312, 331, 524 UMI ProQuest 341 556, 736 Yahoo! 131, 133, 138, 142, 163, 212, 341, 794 Unigate 205 Volvo 110, 311, 412, 425, 429, 432, 443, 480, Yamaha 514, 675 Unilever 24, 86, 92–3, 102, 174, 180, 224–5, 488–9, 495–1, 539, 542 Young and Rubican 403 237, 340, 343, 407, 410, 417, 423, 425, VT 326 Yukos 323 434, 444, 446, 501, 505, 511, 512, 513–14, VW see Volkswagen Yves St Laurent 880 516, 543, 555, 556, 563, 598, 602, 722, 723, 775, 811, 817, 866, 882 Union Carbide 195 Wal-Mart 16, 162, 221, 647, 685, 794, 836, 866, Zara 864–5 United Biscuits 41 887, 889, 893, 894, 895–6 ZenithOptimedia 762 United Distillers 444 Walker’s Crisps 769 Zurich Insurance 424

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