Customers are thoughtful people. They have choices. Customers may act on behalf of themselves or their households, businesses, or government offices. But regardless of who foots the bill, customers are intelligent decision makers. When they make a decision, three major factors are in play: price, quality, and reputation.1,2,3 Moreover, unless price is the only consideration by virtue of a “lowest bid” mandate, reputation will reduce customers’ sensitivity to price, increase sales volume, and accelerate the speed with which purchase decisions are made.
KeywordsFatigue Europe Petroleum Marketing Expense
Unable to display preview. Download preview PDF.
- 1.The considered purchase decision. TriComB2B/University of Dayton School of Business. 2011. The full research report is available at http://tricomb2b.com/about-us/our-2011-B2B-Research.
- 2.Li K, Geng Q, Shao B Warranty. Designs and brand reputation analysis in a duopoly. California Journal of Operations Management. 2011;9(1):34–42.Google Scholar
- 3.Corporate image—benefits, importance of corporate image, theory of corporate image. Encyclopedia of Business, 2nd ed. Available at: http://www.referenceforbusiness.com/small/Co-Di/Corporate-image.html#ixzz20h9×ZKD8. Accessed 15 July 2012.
- 4.Family’s terror as debris from exploding Qantas superjumbo engine tears 6ft hole in wall of family home. Daily Mail. 5 November 2010. Available at: http://www.dailymail.co.uk/news/article-1327041/Qantas-A380-Engine-debris-tears-6ft-hole-wall-family-home.html#ix;zz20hDOf131. Accessed 15 July 2012.
- 5.Cole R. Rolls-Royce’s reputation is most of its value. Reuters. 8 November 2010. Available at: http://blogs.reuters.com/breakingviews/2010/11/08/rolls-royces-reputation-is-most-of-its-value/. Accessed 27 June 2012.
- 6.Rolls-Royce holdings plc annual Report 2009, p. 62.Google Scholar
- 7.Cooper C. JaL’s $8.5 billion rebirth took lessons from crash-site morgue. Bloomberg. 13 September 2012. Available at: http://www.bloomberg.com/news/2012-09-13/jal-s-8-5-billion-rebirth-took-lessons-from-crash-site-morgue.html. Accessed 28 September 2012.
- 8.Marsh P, O’Doherty J. Rolls-Royce scrambles to pin down problem. Financial Times. 20 December 2010. Available at: http://www.ft.com/intl/cms/s/0/3e5a2254-0c67-11 e0-8408-00144feabdc0.html#axzz20bj70q2d. Accessed 15 July 2012.
- 9.Mustoe H, Rothman A. Rolls falls most in a year after engine failure grounds A380s. Bloomberg. 4 November 2010. Available at: http://www.bloomberg.com/news/2010-11-04/rolls-falls-most-in-a-year-after-engine-failure-grounds-a380s.html. Accessed 15 July 2012.
- 10.Madslien J. Qantas emergency points spotlight at airbus and Rolls-Royce. BBC News. 4 November 2010. Available at: http://www.bbc.co.uk/news/11692362. Accessed 15 July 2012.
- 11.Layne R, Decker S. Pratt & Whitney sues to block Rolls-Royce engines. Bloomberg. 5 November 2010. Available at: http://www.bloomberg.com/news/2010-11-05/pratt-whitney-sues-to-block-rolls-royce-engines.html. Accessed 15 July 2012.
- 12.Easdown G. Rolls-Royce Trent 900 engine linked to three mid-air emergencies. Herald Sun. 5 November 2010. Available at: http://www.heraldsun.com.au/news/rolls-royce-trent-900-engine-linked-to-three-mid-air-emergencies/story-e6frf7jo-1225948178631. Accessed 27 June 2012.
- 13.Koranyi B, Smith M. Rolls-Royce, Qantas settle a380 engine dispute for $ 100 million. Insurance Journal. 22 June 2011. Available at: http://www.insurancejournal.com/news/international/2011/06/22/203682.htm. Accessed 15 July 2012.
- 14.Govindasamy S. Pipe fatigue behind Qantas A380 Trent 900 failure: ATSB. Flightglobal. 2 December 2010. Available at: http://www.flightglobal.com/news/articles/pipe-fatigue-behind-qantas-a380-trent-900-failure-atsb-350414/ Accessed 15 July 2012.
- 15.Musafer S. 2010: a year some companies would rather forget. BBC News. 23 December 2010. Available at: http://www.bbc.co.uk/news/business-11828093Accessed 15 July 2012.
- 16.Mustoe H, Rothwell S. British Airways picks troubled Rolls engine for A380s. Bloomberg. 6 January 2100. Available at: http://mobile.bloomberg.com/news/2011-01-06/rolls-royce-wins-british-airways-order-for-trent-plane-engines. Accessed 15 July 2012.
- 17.Rolls-Royce counts cost of Trent 900 failure. Asian Aviation. 1 March 2011. Available at: http://www.asianaviation.com/articles/109/Rolls-Royce-counts-cost-of-Trent-900-failure. Accessed 28 June 2012.
- 18.Kaminski-Morrow D. Rolls-Royce becomes first engine supplier for Airbus A350, with formal development of ‘Trent XWB’ powerplant. Flightglobal. 4 December 2006. Available at: http://www.flightglobal.com/news/articles/rolls-royce-becomes-first-engine-supplier-for-airbus-a350-with-formal-development-of-trent-xwb-powerplant-210894/. Accessed 27 June 2012.
- 19.Michaels D, Sanders P. Rolls-Royce isn’t on board with Airbus’s engine plan. Wall Street Journal. 19 August 2010. Available at: http://online.wsj.com/article/SB10001424052748704557704575437391200860352.html. Accessed 27 June 2012.
- 20.O’Doherty J. Rolls-Royce to redesign Airbus A350 engine. Financial Times. 6 June 2011. Available at: http://www.ft.com/intl/cms/s/0/7347ad96-9057-11e0-9227-00144feab49a. html#axzz1z39pzroc. Accessed 27 June 2012.
- 21.Heasley A. A380 engine inspections may be doing more harm than good. Sydney Morning Herald. 5 March 2011. Available at: http://www.smh.com.au/travel/travel-news/a380-engine-inspections-may-be-doing-more-harm-than-good-20110305-1 biip.html. Accessed 11 August 2012.
- 22.What’s in a name? Why companies should worry less about their reputations. Economist. 21 April 2012. Available at: http://www.economist.com/node/21553033. Accessed 27 June 2012.
- 23.Rolls-Royce Holdings plc Annual Report 2011, p. 18.Google Scholar
- 24.Zale Corporation Company Description. Hoovers. Available at: http://www.hoovers.com/company/Zale_Corporation/rjyfri-1.html. Accessed 15 July 2012.
- 25.Bates R. We need a compelling shopping experience. JCK. November 2008. Available at: http://www.jckonline.com/article/287778-_We_need_a_compelling_Shopping_experience_.php. Accessed 15 July 2012.
- 26.Kossovsky N. Why Zales must learn a quality lesson (case study). Intellectual Asset Management. 2010;40 (March/April): 31–35.Google Scholar
- 27.Schumpeter. how to make a megaflop. Economist. 31 March 2012. Available at: http://www.economist.com/node/21551455. Accessed 15 July 2012.
- 28.Zale CEO accepts Visionary Merchant award. Mays Business Online (Texas A&M). July 2012. Available at: http://maysbusiness.tamu.edu/index.php/Zale-ceo-accepts-visionary-merchant-award/. Accessed 29 July 2012.
- 29.Surveys of consumers. Thomson Reuters/University of Michigan. Available at: http://www.sca.isr.umich.edu/main.php. Accessed 28 June 2012.
- 30.Joseph hall. Wikiquote. Available at: http://en.wikiquote.org/wiki/Joseph_hall. Accessed 15 July 2012.
- 31.Miller J, Walcoff M. RIM as ‘wounded puppy’ trails book value with faith fading. Bloomberg. 3 November 2011. Available at: http://www.bloomberg.com/news/2011-11-03/rim-as-wounded-puppy-trails-book-value-with-investors-confidence-shaken.html. Accessed 15 July 2012.
- 32.RIM falls below book value for first time. Profitimes. Available at: http://profitimes.com/value-investing/rim-falls-below-book-value-for-first-time/. Accessed 15 July 2012.
- 33.RIM outlines BlackBerry plans at PC Expo. Press release, 25 June 2002. Available at: http://press.rim.com/newsroom/press/2002/pressrelease-816.html. Accessed 15 July 2012.
- 34.Goldberg A. Can Research In Motion get back in the race? Law.com. 27 July 2011. Available at: http://www.law.com/jsp/law/article.jsp?id=1202506522139. Accessed 15 July 2012.
- 35.Taylor P. RIM struggles to last the pace. Financial Times. 1 May 2011. Available at: http://www.ft.com/intl/cms/s/2/61e899ec-7415-11e0-b788-00144feabdc0.html#axzz20bj70q2d. Accessed 15 July 2012.
- 36.Is Steve Jobs crowing in heaven over RIM’s week from hell? Globe and Mail. 14 October 2011. Available at: http://www.allvoices.com/news/10614357-is-steve-jobs-crowing-in-heaven-over-rim146s-week-from-hell. Accessed 15 July 2012.
- 37.Kossovsky N. Reputation for innovation lost: RIM and Kodak (case study). Intellectual Asset Management. 2012; 51:(January/February): 75–82.Google Scholar
- 38.Kawamoto D. Jaguar could bag Research in Motion soon. Motley Fool. 14 October 2011. Available at: http://www.fool.com/investing/general/2011/10/14/jaguar-could-bag-research-in-motion-soon-.aspx#.UAL-YHCI_-k. Accessed 15 July 2012.