JBRMR 2056-6271 https://doi.org/10.24052/JBRMR/ 21 Volume 09 Issue 2 2015-04-01 https://jbrmr.com/cdn/issue_file/Vol-09_Issue-2.pdf

189 https://jbrmr.com/details&cid=189 2015-05-16 In the current economic climate, competition between retailers is high and customers face numerous choices. Smart retailers can learn to manage their corporate reputation and brand equity as strategic tools in the fight for customers, and gain a competitive advantage in the market place.In light of this, this study provides an in-depth explanation of the relationship between corporate reputation and customer-based retailer brand equity (CBRBE) and clarifies the effect of the dimensions of corporate reputation on CBRBEin the South African context. Specifically, this paper contributes to literature on the South African retail industry byproviding an updated account of customer perceptions. A survey of retail customers in two major cities finds a strong, positive relationship between corporate reputation and CBRBE. Additionally, the six dimensions of corporate reputation are found to have a positive relationship with the dimensions of CBRBE. The findings of this study reveal that retailers wishing to improve their CBRBE should focus on their products and services, as well as financial performance. Aaker, D.A. 1991. Managing brand equity: Capitalizing on the value of a brand name. New York, USA: Free Press. Ailawadi, K.L. & Keller, K.L. 2004. Understanding retail branding: conceptual insights and research priorities. Journal of Retailing. 80(4):331-342.  Alsop, R.J. 2004. The 18 immutable laws of corporate reputation. Dow Jones & Company.  Argenti, P.A. & Druckenmiller, B. 2004. Reputation and the corporate brand.Corporate Reputation Review.6(4):368-374.  Arnett, D.B., Laverie, D.A. & Meiers, A. 2003. Developing parsimonious retailer equity indexes using partial least squares analysis: a method and applications. Journal of Retailing. 79(3):161-170.  Barnett, M.L., Jermier, J.M. & Lafferty, B.A. 2006. Corporate reputation: the definitional landscape. Corporate Reputation Review. 9(1):26.  Beneke, J. 2010. Consumer perceptions of private label brands within the retail grocery sector of South Africa.African Journal of Business Management.4(2):203-220.  Beneke, J., Adams, E., Demetriou, O., Solomons, R. 2011a.An exploratory study of the relationship between store image, trust, satisfaction and loyalty in a franchise setting.Southern African Business Review.15(2). Beneke, K. Lykiardopulos, N., de Villiers, L., Rawoot, N. 2011b. A pathway to commitment in the South African supermarket: an exploratory study. KCA Journal of Business Management. 3(1). Brammer, S.J. &Pavelin, S. 2006. Corporate reputation and social performance: the importance of fit. Journal of Management Studies. 43(3):435-455.  Brønn, P.S. &Vrioni, A.B. 2001. Corporate social responsibility and cause-related marketing: an overview. International Journal of Advertising. 20(2):207-222.  Caruana, A. 1997. Corporate reputation: concept and measurement. Journal of Product & Brand Management.6(2):109-118.  Castaldo, S., Perrini, F., Misani, N. & Tencati, A. 2009. The missing link between corporate social responsibility and consumer trust: the case of fair trade products. Journal of Business Ethics. 84(1):1-15.  Castaldo, S., Perrini, F., Misani, N. &Tencati, A. 2010. The impact of corporate social responsibility associations on trust in organic products marketed by mainstream retailers: a study of Italian consumers. Business Strategy and the Environment. 19(8):512-526. Chetthamrongchai, P. 2010. Revalidating two measures of reputation in Thailand. Corporate Reputation Review. 13(3):209-219.  Chun, R. 2005. Corporate reputation: meaning and measurement. International Journal of Management Reviews.7(2):91-109.  De la Fuente Sabaté, J.M. & De Quevedo Puente, E. 2003. In practice empirical analysis of the relationship between corporate reputation and financial performance: a survey of the literature. Corporate Reputation Review.6(2):161-177.  Den Boer, J.,Bruers, J. & Van Dijk, W. 2008. Reputation of Dutch dentists. Abstract of paper.[Online].Available : http://iadr.confex.com/iadr/2008Toronto/techprogramforcd/A104564.htm [2012, April 22]. Ettenson, R. & Knowles, J. 2008. Don't confuse reputation with brand. MIT Sloan Management Review.49(2):19.  Fombrun, C. & Shanley, M. 1990. What's in a name? Reputation building and corporate strategy. Academy of Management Journal. 33(2):233-258. Fombrun, C.J. &Gardberg, N. 2000. Who's tops in corporate reputation? Corporate Reputation Review. 3(1):13-17.  Fombrun, C.J., Gardberg, N.A. & Sever, J. 2000. The reputation quotient: a multi-stakeholder measure of corporate reputation. Journal of Brand Management.7(4):241-255.  Iacobucci, D. 2010.Marketing research: methodological foundations. 10th ed. Ohio, USA: South-WesternCengage Learning.  Jinfeng, W. & Zhilong, T. 2009. The impact of selected store image dimensions on retailer equity: evidence from 10 Chinese hypermarkets. Journal of Retailing and Consumer Services. 16(6):486-494.  Keller, K.L. 1993. Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing. 57(1):1-22. Kowalczyk, S.J. & Pawlish, M.J. 2002. Corporate branding through external perception of organizational culture.Corporate Reputation Review, 5.2(3):159-174.  Kubickova, M. & Ro, H. 2010. Are students “real people”? The use of student subjects in hospitality research.Rosen College of Hospitality Management, University of Central Florida Kumar, V., Aaker, D., Day, S. 1999. Essentials of marketing research.New York, USA: John Wiley and Sons Ltd.  Lai, C.S., Chiu, C.J., Yang, C.F. & Pai, D.C. 2010. The effects of corporate social responsibility on brand performance: the mediating effect of industrial brand equity and corporate reputation. Journal of Business Ethics.95(3):457-469. Lassar, W., Mittal, B. & Sharma, A. 1995. Measuring customer-based brand equity. Journal of Consumer Marketing.12(4):11-19.  Malhotra, N.K. 1993. Marketing research: an applied orientation. New Jersey, USA: Prentice-Hall International.  Mudambi, S.M.D., Doyle, P. & Wong, V. 1997. An exploration of branding in industrial markets.Industrial marketing management.26(5):433-446.  Nguyen, N. & Leblanc, G. 2001. Corporate image and corporate reputation in customers' retention decisions in services. Journal of Retailing and Consumer Services. 8(4):227-236.  Page, G. &Fearn, H. 2005. Corporate reputation: what do consumers really care about? Journal of Advertising Research.45(03):305-313.  Pappu, R. & Quester, P. 2006a. Does customer satisfaction lead to improved brand equity? An empirical examination of two categories of retail brands.Journal of Product & Brand Management.15(1):4-14.  Pappu, R. & Quester, P. 2006b. A consumer-based method for retailer equity measurement: Results of an empirical study. Journal of Retailing and Consumer Services.13(5):317-329.  Pfeffer, J. & Salancik, G.R. 2003. The external control of organizations: A resource dependence perspective. Stanford, California: Stanford University Press. Schwaiger, M. 2004.Components and parameters of corporate reputation – an empirical study.Schmalenbach Business Review.56(1):46-71.  Shen, P. 2010. An empirical study on the influence of store image on relationship quality and retailer brand equity.International Conference on Future Information Technology and Management Engineering (FITME). 9-10 October 2010. Changzhou: IEEE. p.146.  Shoprite Holdings. 2012a. History [Online]. Available:  http://www.shopriteholdings.co.za/pages/1019812640/about-our-company/history.asp [2012, April 22]. 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Developing and validating a multi-dimensional consumer-based brand equity scale.Journal of Business Research. 52(1):1-14.   https://jbrmr.com/cdn/article_file/i-21_c-189.pdf Justin Beneke Victoria Chamberlain Raeesah Chohan Martin Neethling Corporate reputation brand equity retail grocery South Africa 565047 75 0

190 https://jbrmr.com/details&cid=190 2015-05-16 We focus in this work on the cluster approach in Algeria. The Algerian economy is a rentier economy suffering from deindustrialization worsened since the 1980s and a lack of competitiveness of its manufacturing industry. In this context, the Algerian authorities are trying to revive the industry through a proactive approach leveraging the oil wealth they have since the 2000s. We believe that this approach will only be successful if it starts in areas favorable to the creation of clusters even in an embryonic state. We will in this work aim to statistically detect clusters after presenting the adaptation of the cluster concept in Algeria and an overview of the Algerian industry. Messner S., Anselin L. (2003), Spatial Analyses of Homicide with Areal Data, in M.    Goodchildand D. Janelles (Eds), Spatially Integrated Social Science, New York University Press Anselin L. (1988), Spatial Econometrics: Methods and Models, Kluwer Academic Publishers,Dordrecht-Boston-London Bacha P. Brunck T., Delany, J. Clustering methods and their uses daylight CIS, INC, 2007. Abu Abbas O. “Comparison between data clustering algorithms”. The international Arab Journal of Information Technology , 5 (2008) No3, 320-325 Bagnasco Arnaldo (1977), Tre Italia. La problematica territoriale dello sviluppo italiano, cité dans Daumas Jean-Claude (2006), District industriels: le concept et l’histoire, Papier présenté lors du XIV international Economic History Congress, Helsinki. Barbesol Y. et Briant A. : Economies d’agglomération et productivité des entreprises : estimation sur données individuelles françaises. , economie et statistique, n° 419-420, année 2008  Becattini G. (1992). « Le district marshallien : une notion socioéconomique » in Benko G., Lipietz A., Les régions qui gagnent, Paris, PUF- 35 à 55 . Becattini. G :  Riflessioni sul distretto industriale marshalliano come conceto socio-economico  Stato e Mercato- Avril 1989. Besag, J & Newell, J. The detection of clusters in rare diseases. J. R. Statist. Soc. A (1991) 154, Part 1, 143-155. Brusco S. (1990). The idea of the industrial district: its genesis ; in Becattini  G., Pike F. et Sengenberger G., 1990, Eds. : Industrial districts and inter-firm cooperation in Italy, Geneva, International Institute for Labour Studies Champagne de Labriolle C.  : Une analyse marshallienne des districts industriels italiens , Université de Lyon,    Chiu T., Fang D., Chen J., Wang Y., Jeris C.  A robust and scalabale clustering algorithm for mixed type attributes in large database environment. In proceeding for the 7th ACM SIGKDD international conference in knowledge discovery and data mining association for computing machinery. SanFrancisco CA (2001), PP 263-268. Courlet.C et Bernard Soulage : Les systèmes productifs localisés de quoi parle- t’on ?-  Industrie, territoire et politiques publiques- L’Harmattan- Paris- 1994. Daumas.J.C : Districts industriels : le concept et l’histoire. XIV International History Congress, Helsinky 2006, session 28 Gaudart, J. et al.  Détection de clusters spatiaux sans point source prédéfini : utilisation de cinq méthodes et comparaison de leurs résultats“. Revue d’épidémiologie et de Santé Publique 55(2007) 297-306.Waller L.A., & Gotway, C.A. Applied Spatial Statistics for Public Health “. John Willey & Sons, Inc. (2004).  Gaffard J.L et Romani P. M : A propos de la localisation des activités industrielles : le district Marshalien », revue françaised’économie, vol. 5 n° 3, 1990 Giovanna.C et Maurizio.C : « La diffusion de la démarche cluster dans trois pays du Maghreb : Algérie, Maroc, Tunisie »- éd. ONUDI et AFD- 2013 Marshall A. : « Principes d’économie politique » - 1890, Paris Giard et Brière- 1906. Maruani M., E Raynaud, C Romani : «  La flexibilité en Italie » - Paris- Syros- 1989 Porter M : The competitive advantage of nations »- The Free Press- New York- 1990. Porter.M.E: Clusters and the New Economics of Competition. Harvard Business Review- Novembre 1998 Rasmussen J et H. Shmitz Abu Abbas O. “Comparison between data clustering algorithms“. The international Arab Journal of Information Technology, 5 (2008) No3, 320-325 https://jbrmr.com/cdn/article_file/i-21_c-190.pdf Belkacem Djamila Herizi Ratiba Moussi Oumelkheir Clusters industry agglomeration small and medium firms Moran's indices. 566877 40 0

191 https://jbrmr.com/details&cid=191 2015-05-16 Retail Industry is likely to be the next big thing for services in this decade. The industry is very diverse, with several sub-segments, each displaying its own unique characteristics. The retail players need to be excellent in every facet of operations as the market is highly competitive at every level and re-defining itself every day. It is mainly a service oriented industry so employee’s especially frontline sales people who do have a major role in customers purchasing decision are the key people to its success. Now –a- days the main USP of any industry especially service industry is satisfied customer. The main focus of this research is to determine the department store service effectiveness. This is achieved by means of assessment of the customer expectation and customer perception of the service effectiveness rendered by frontline sales personnel. For the purpose of the conduction of the study both primary and secondary data was used. The questionnaire used for primary data collection was based on a modified fifteen-item, seven –point scale that measures customer expectations and customer perception of service effectiveness developed by Parasuraman et.al. (1988). The secondary data was collected using various published and unpublished paper and electronic sources. For analysis and interpretation of data univariate, bivariate and multivariate statistical techniques like factor analysis and reliability analysis were used .The interpretation of the results showed Blem, N (1995) Service Please South Africa, South Africa: Creda Press (PTY) LTD.  Brown, S.W. and Bond, E.U. III (1995).The internal/external framework and service quality: Toward theory in services marketing. Journal of Marketing Management, February, pp. 25-39. Curry, A. (1999). Innovation in public service management. Managing Service Quality, Vol.9, No.3, pp. 180-190. 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(2009) Service Marketing: Integrating Customer Focus Across the Firm, New York: McGraw-Hill Higher Education  Zeithaml, V. (1988). Consumer perceptions of price, quality and value: A means-end model and synthesis of evidence. Journal of Marketing, Vol. 52 No. 3, pp. 2 – 22. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1990), Delivering quality service; Balancing customer perceptions and expectations, The Free Press, New York, NY. https://jbrmr.com/cdn/article_file/i-21_c-191.pdf Kasturi Naik Srini. R. Srinivasan Customer perception customer expectation service effectiveness frontline retail store loyalty 602152 38 0

192 https://jbrmr.com/details&cid=192 2015-05-16 This paper focused on analyzing the costs and benefits of Business Process Reengineering (BPR) in Nigeria drawing on a sample of ten (10) banks in Port Harcourt. The paper was intended to ascertain the worthiness of BPR projects in the banks. Two research questions (what are the benefits of BPR? and what are the costs of BPR?) and one hypothesis (there is no significant difference between the benefits and costs of BPR), guided the study. The result showed that there is a significant and positive difference between the benefits and costs of BPR. Consequently, it was concluded that BPR is a worthwhile exercise in Nigerian banks since the findings showed that the benefits outweighed the costs. Based on this, it was recommended that: BPR should never be carried out for the mere sake of it rather, it should be preceded by strategic planning, which addresses leveraging IT as a competitive tool; such an exercise should place the customer at the center of the re-engineering effort. This can be achieved by concentrating on re-engineering fragmented processes that impact negatively on customer service; for a successful BPR, there must be recourse to corporate culture while constant communication and feedback should not be ignored; to achieve maximum result from a BPR, it must be effort of the organization members and not that driven by a group of outside consultants or sections of the organization; a specific time frame between three to six months should be designated for any BPR proj Abrahamson, E. (1996). Management fashion. Academy of Management Review. 21, 254-285. Carter, P. (1995). Business Process Reengineering: An Introductory Guide. Retrieved on May 6, 2014 from http://www.teamtechnologv.co.ukm  Champy, J. (1993). Reengineering Management. New York: Harper Business Books. Counter, H. (2002). Business Process Reengineering Now. Retrieved on May 6, 2014 from http://www.butex.com/bpr.htm  Davenport, T. & Short, J. (1990). The New Industrial Engineering: Information Technology and Business Process Redesign. Sloan Management Review. Summer, pp 11—27 Davenport, T. (1990). Process Innovation: Re-engineering work through information technology. Boston: Harvard Business School Press. Drucker, P. (1972). Work and Tools. in Kranzberg, W. & Davenport, W.H. (eds), Technology and Culture. New York Dubois, H. F. W. (2002). Harmonization of the European vaccination policy and the role TQM and reengineering could play, Quality Management in Health Care, 10(2): pp. 47-57. “PDF” Greenbaum, J. (1995), Windows on the workplace, Cornerstone Goldratt, E.M (n.d). Theory of constraints. Retrieved on May 6, 2011 from  http://en.wikipedia.org/wikiltheorvofconstraints  Hammer, M, & Champy, J. (1993). Re-engineering the Corporation. New York, NY:  Harper Business Publisher. Hammer, M. (1995). Reengineering Work: Don’t Automate, Obliterate. Harvard Business Review, July/August, pp. 104-112. Goldratt, J. R. (1985). How Re-engineering Transforms Organizations to Satisfy Customers. National Productivity Review, December 22, Pg. 45. Kapoor, C. (2010). Benefits of Business Process Re-engineering. Retrieved on October 18, 2014 from http://benefltof.net/benefits-of-brr/  Keh, F.J (2011).Cost Benefit Analysis. Retrieved on October 18, 2014 from      http://mgt.about.comlcs/monev/alcostbenefit.htm  Lloyd, T. (1994). Giant with Feet of Clay? Tom Lloyd Offers a Contrasting View of Business Process Re-engineering. Financial Times, December 5 ; Pg. 8. Ponzi, L. & Koenig, M. (2002). Knowledge management: another management fad?, Information Research, 8(1). Process Re-engineering Training Manual. Commerce, TX: Center for Excellence, 1994. Pryor, M.G, & Pryor, D.W (1994). Process Re-engineering as a Quality Strategy. Israel Society For Quality Proceedings, November 1994, 681—696. Pryor, M.G. (2011). Business Process Re-engineering. Encyclopedia of Management. Retrieved on May 6, 2011 from http://www.enotes.com/managementencyclopedia Taylor, F. (1911). The Principles of Scientific Management. New York: Harper & Row. Weicher, M., Chu, W.W., Lin, W.C., Le, V. & Yu, D. (n.d). Business Process Reengineering: Analysis and Recommendations. Retrieved on June 23, 2014 from  http://www.netlib.com/files/bprl.ydf https://jbrmr.com/cdn/article_file/i-21_c-192.pdf Needorn Richard Thank God C. Agwor Cost benefit re-engineering business process Nigerian banks 568946 62 0

193 https://jbrmr.com/details&cid=193 2015-05-16 The primary aim of this paper is to develop a conceptual framework for the right pricing strategies for offline retailers when expanding in the online sales channel. Despite lots of research of price levels and price dispersion in the online channel, the fact that offline retailers do pursue a specific pricing strategy when they make the decision to expand in the online sales channel is widely neglected. This paper closes this research gap and provides recommendations that are dependent on the retailer´s current pricing strategy. Germany´s largest consumer electronics retailer Media Markt serves as an illustrative example in this realm. Ancarani, F., Jacob, F. and Jallat, F. 2009. Cross-country analysis of price levels and dispersion in online and offline environments: an empirical analysis in France and Germany, Journal of Product & Brand Management, Vol. 18, No. 7, pp. 497-505. Ancarani, F. and Shankar., V. 2004. Price levels and price dispersion within and across multiple retailer types: Further evidence and extension,  Journal of the Academy Marketing Science, Vol. 32, No. 2, pp. 176–187. Bailey, J. P. 1998. Intermediation and Electronic Markets. Aggregation and Pricing in Internet Commerce, Ph.D. dissertation. Massachusetts Institute of Technology, Cambridge, MA. Bergen, M., Dutta, S. and Shugan, S. M. 1996. Branded Variants: A Retail Perspective, Journal of Marketing Research, Vol. 33, No. 1, pp. 9–20. Berman, B. and Thelen, S. 2004. A guide to developing and managing a wellintegrated multi-channel retail strategy,  International Journal of Retail and Distribution Management, Vol. 32, No. 3, pp. 147–156. Bundesverband des Deutschen Versandhandels e.V. 2012. Aktuelle Zahlen zum interaktiven Handel [current numbers of the interactive trade], bvh/TNS-Studie 2011, http://www.bvh.info/zahlen-und-fakten/allgemeines/ (accessed 30 March 2012). Bundesverband des Deutschen Versandhandels e.V. 2013. Umsatzzahlen des Interaktiven Handels im 3. Quartal 2013 [Sales figures of interactive retail in third quarter 2013], available at: http://www.bevh.org/nc/presse/pressemitteilungen/details/datum/2013/november/artikel/umsatzzahlen-des-interaktiven-handels-im-3-quartal-2013-steigerung-gegenueber-dem-3-quartal-des-v/fe_pw/fe_pw/1/?cHash=9a56c392fd3433c73436a7dbb645f209&sword_list[0]=schuhe&sword_list[1]=textilien, (accessed 15 December 2014).  Bundesverband E-Commerce und Versandhandel e.V. 2014, available at: http://www.bevh.org/markt-statistik/zahlen-fakten/ (accessed 1 November 2014). Diller, H. 2008. Preispolitik [Pricepolitics] (4th ed.). Stuttgart, Germany: Kohlhammer. Doherty, Neil F. and Ellis-Chadwick, F. 2010. Internet Retailing: the past, the present, and the future, International Journal of Retail and Distribution Management, Vol. 38, No. 11/12, pp. 943-965. ECC 2014. 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194 https://jbrmr.com/details&cid=194 2015-05-16 Electronic word of mouth (eWOM) has provided consumers with the opportunity to offer their experiences and opinions to other consumers on a global scale. Both traditional word of mouth (WOM) and eWOM have been found to play a major role in determining consumers’ behaviour and attitudes towards a brand. Negative eWOM has been found to have a greater impact on consumers than positive eWOM. This study investigated whether the willingness of a frequent flyer to engage in negative eWOM has a significant negative impact on brand attitude. Brand attitude was measured by three components, namely brand trust, brand affect and consumer purchase intent. The study further examined whether willingness to engage in negative eWOM differed between customers of full-service and low-cost carriers. 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195 https://jbrmr.com/details&cid=195 2015-05-16 Social Customer Relationship Management (SCRM) is a relatively new concept in contemporary marketing studies. Although its general understanding seems to be rather intuitive and simple within business managerial environments, as the sole name of it induces the usage of Social Media (SM) and data that it contains and constantly produces in company’s Customer Relationship Management (CRM) strategies, scholars still struggle to create its holistic definition or even one unified description and a general list of characteristics. In this paper, we discuss and find deficiencies and incoherencies among researched works and detecting a group of characteristics archetypal to contemporary SCRM. Ang, N., 2011. “Community relationship management and social media,” Database Marketing & Customer Strategy Management, 18/1, 31-38. Askool, S. and Nakata, K., 2011. “A conceptual model for acceptance of social CRM systems based on a scoping study,” AI & SOCIETY, 26/3, 205-220. Baran, J.R., Galka, J.R., Strunk, D.P., 2008., Principals of Customer Relationship Management, Thomson South-Western, United States of America. Berry, L., Parasuraman, A., 1991. Marketing Services – Competing Though Quality, The Free Press, New York 1991; [in:]  Otto, J., Marketing  relacji.  Koncepcja  i  stosowanie,  C.H.  Beck,  Warszawa,  2004. Bozarth, J., 2010. Social media for trainers: techniques for enhancing and extending learning, John Wiley and Sons, Inc., San Francisco. Christopher, M., Payne, A.F.T., Ballantyne, D., 1996. Relationship Marketing: Bringing Quality, Customer Service and Marketing Together, Butterworth-Heinemann, Oxford 1991; [in:] Payne, A., Marketing uslug, Polskie Wydawnictwo Ekonomiczne, Warszawa, 1996. Cho, June-Suh, 2010. Perspective Matters of Social CRM, Global Business Research, Hankuk University of Foreign Studies, 22/23, pp.27-43. Fonfara, K., 2004. Marketing partnerski na rynku przedsiębiorstw, Polskie Wydawnictwo Ekonomiczne, Warszawa, 2004. Greenberg, P., 2008. CRM 2.0 = The Conversation – But First....The Intro.   Greenberg, P., 2001. CRM at the Speed of Light: Capturing and Keeping Customer in Internet Real Time, The McGraw-Hill, Berkley. Greenberg, P., 2010. The impact of CRM 2.0 on customer insight, Journal of Business & Industrial Marketing, 26/6, pp.410-419. Greenberg, P., 2009. “Time to Put a Stake in the Ground on Social CRM,”   Grönroos,  Ch., 1994. “From  Marketing  Mix  to Relationship  Marketing.  Towards  a  paradigm shift in Marketing,” Management Decision, 32/2, 4-20. Grönroos, Ch., 1990. Service Management and Marketing. Managing the moments of Truth in Service Competition, Free Press, Lexington 1990; [in:]  Otto, J., Marketing  relacji.  Koncepcja  i  stosowanie,  C.H.  Beck,  Warszawa  2004. Gummeson, E., 1994. Making Relationship Marketing Operational; [in:] International Journal of Service Industry Management, MBC University Press, pp.5-20. Hawks, D.I., Mothersbaugh, D.L., 2010., Consumer behavior: building marketing strategy, McGraw-Hill/Irwin, New York. Jacewicz, K. and Cho, June-Suh, 2012. “Social CRM Redefined? Promise-Based Social CRM Model and Enterprise Applications For Corporate Social Profile Management,” Korea Business Review, The Korean Academic Society Of Business Administration, 16/4, 165-201. Keller, K.L., 2008. Strategic Brand Management. Building, Measuring, and Managing Brand Equity, Pearson Education, Inc., Upper Saddle River, New Jersey. Kotler, P., Keller, K.L., 2008. Marketing Management: International Edition, Pearson Prentice Hall. Kozinets, R.V., de Valck, K., Wojnicki, A.C., Wilner, S.J.S., 2010. Networked Narratives: Understanding Word-of-Mouth Marketing in Online Communities, Journal of Marketing, 74/2, pp.71-89. Laudon, K.C., Laudon, J.P., 2012. Management Information Systems. Managing the digital firm, 12e, Pearson Education Limited, Harlow, England. Roberts, M.L., 2008. Internet marketing. Integrating online and offline strategies 2e, Cengage Learning, Mason, OH. Rogozinski, K., 2000a. A Marketing Turning Point Relationship Marketing: 4PS->Is+/-->1R+; [in:] Akademia Ekonomiczna w Poznaniu, Katedra Uslug, Working paper. Rogozinski, K., 2000b. Nowy Marketing Uslug, Wydawnictwo Akademii Ekonomicznej w Poznaniu, Poznan. Rydel, M., Ronkowski, C., 1995. Marketing partnerski; [in:] Marketing i Rynek. Schiffman, L.G., Kanuk, L.L., 1991. Consumer Behavior, Prentice Hall International, Inc., Englewood Cliffs, N.Y. Tzokas, N., Saren, M., 1996. Relationship Marketing In Consumer Markets  from  the Private  to Communal, Seminar on Relationship Marketing  in an Era of Hyper Competition, Rotterdam 1996; [in:] Otto, J., Marketing  relacji.  Koncepcja  i  stosowanie,  C.H.  Beck,  Warszawa  2004.   https://jbrmr.com/cdn/article_file/i-21_c-195.pdf Karol Jacewicz June-Suh Cho Social CRM Relationship Marketing Social Media 580912 68 0

196 https://jbrmr.com/details&cid=196 2015-05-16 This study identifies possible sources that generate dissonance and finds important variables that may improve information systems (IS) professionals' level of satisfaction in each source. A logit model is used to identify significant variables that affect the formulation of higher job satisfaction. Results show that the effective management of variables related to the output side variables such as pay level, career progress opportunities, chance to learn new skills, etc, directly impact on the formulation of turnover intention among IS professionals. Baroudi, J. J., 1985. The Impact of Role Variables on IS Personnel Work Attitudes and Intentions. MIS Quarterly. 9(4), 341-356.  Campion, M. A., 1991. Meaning and Measurement of Turnover: Comparison of Alternative Measures and Recommendations for Research. Journal of Applied Psychology. 76(2), 199-212. Doran, L. I., Stone, V. K., Brief,  A. P., & George, J. M., 1991. Behavioral Intentions as Predictors of Job Attitudes: The Role of Economic Choice.  Journal of Applied Psychology. 76(1), 40-45. Festinger, L., 1957. A Theory of Cognitive Dissonance. Evanston, IL: Peterson and Row. Fishbein, M., & Ajzen, I., 1975. A Meta-Analysis of the Correlates of Role Conflict and Ambiguity.  Journal of Applied    Psychology. 68(3), 320-333. Hom, P.W., & Griffieth, R. W., 1991. A Structural Equation Modeling Test of a Turnover Theory: Cross-sectional and Longitudinal Analysis. Journal of Applied Psychology, 76, 350-366. Hom, P. W., & Kinicki, A. J., 2001. Toward a Greater Understanding of How Dissatisfaction      Drives Employee Turnover. The Academy of Management Journal. 44, 975-987. Hom, P.W., & Griffieth, R. W., 2013. What’s Wrong with Turnover Research: Commentary on      Russell’s Critique. Industrial and Organizational Psychology. 6(2), 174-181. Igbaria, M. J., & Greenhaus. J. H., 1992. Determinants of MIS Employees' Turnover Intentions: A Structual Equation Model.  Communication of ACM. 35(2), 35-49. Johnson, E. J., & Schkade, D. A., 1989. Bias in Utility Assessments: Further Evidence and Explanations. Management Sciences, 35, 406-424. Katzell, R. A., 1964. Personal Value, Job Satisfaction, and Job Behavior. In Borow, H. (Ed.), Man in the World of Work. Boston: Houghton Mifflin. Locke, E. A., 1976. The Nature and Causes of Job Satisfaction." In Dunnette, M. D. (Ed.) Handbook of Industrial and Organizational Psychology. Chicago: Rand-McNally. Locke, E. A., 1969. What is Job Satisfaction? Organizational Behavior and Human Performance. 4.,      309-336. Melymuka, K., 1998. The High Cost of Replacing Help. Computerworld. 32(9), 69. Mobley, W. H., Griffeth, R. W., Hand, H. H., & Meglino, B. M., 1979. Review and Conceptual Analysis of the  Employee Turnover Process. Psychological Bulletin. 86(3), 493-522.  Moore, J.E., 2000. One Road to Turnover: An Examination of Work Exhaustion in Technology Professionals. MIS Quarterly. 24.(1), 141-168. Newell, A., & Simon, H., 1972. Human Problem Solving. Englewood Cliffs, NJ: Prentice-Hall. Ofstad, H., 1964. An Inquiry into the Freedom of Decision. New York: Wiley. Piaget, J., 1980. Adaptation and Intelligence: Organic Selection and Phenocopy. Chicago : University of Chicago Press. Rice, R. W., Suzanne, M. P., & McFarlin, D. B., 1990. Multiple Discrepancies and Pay Satisfaction. Journal of Applied Psychology. 75, 386-383. Romme, A. G., 1990. Projecting Female Labor Supply: the Relevance of Social Norm Change. Journal of Econcomic Psychology. 11(1), 85-99. Steers, R. M., & Mowday. T. T., 1981. Employee Turnover and Post-decision Accommodation Processes. In Cummings, L. L., & Staw, B. M. (Eds), Research in Organizational Behavior. Grenwich, CT: JAI Press. Wanous, J. P., 1980. Organizational Entry: Recruitment, Selection, and Socialization of Newcomers. Reading, MA: Addison-Wesley. Wotruba, T. R., & Tyagi, P. K., 1991. Met Expectations and Turnover in Direct Selling. Journal of Marketing. 55(3), 24-35. https://jbrmr.com/cdn/article_file/i-21_c-196.pdf YB Shin SH Koh CS Shim Information processing satisfaction turnover intention 587951 34 8

197 https://jbrmr.com/details&cid=197 2015-05-16 This study investigated the effects of market infrastructure and poor access to markets on marketing of grains in selected states of northern Nigeria, West Africa. Data for this study was collected from a sample size of 300 farmers using the questionnaire. Each questionnaire response was captured by a computer software programme designed for the purpose of analysis. The product moment correlation coefficient and regression analysis were used to test hypothesis one and two respectively. It was found that, the correlation coefficient r=0.914 showed a strong positive relationship between market infrastructure and grains marketing. It was equally found that, a significant relationship existed between poor access to markets and marketing of grains as r=0.791, while r2 =0.626, implying that 62.6% of the variation in grains marketing is accounted for by poor access to markets. The study recommended that market infrastructure should be improved upon while markets in the northern states of Nigeria should be made more accessible if the objective of achieving effective and efficient marketing of grains in the northern states of Nigeria is to be contemplated. Aaker, D. A and Kumar R. G. (2001), Marketing Research London: John Wiley and Sons, Inc. Abalu, GOI (1986), Marketing of Agricultural Produce in Nigeria: which way forward. An invited paper prepared for the seminar on Integrated Rural Development, Organised by the Directorate of Foods, Roads and Rural Infrastructure, Dodan Barracks-Lagos. Abdullah, D. C.(2005), Improving Maize Marketing and Trade Policies to Promote Household Food Security in Southern Mozambique. An unpublished Master of Science thesis, Department of Agricultural Economics Aworh, O.C. (2008), “The Role of Traditional Food Processing Technologies in National Development: The West African Experience.” International Union of Food Science and Technology (2008). Brandon, K. Joe, P. and Jason. F, (2009), Commercial Grain Merchandisers: What Do they Need to Know? Proceedings of the NCCC – 134 Conference on Applied Commodity price Analysis, Forecasting, and Market Risk Management. St Lous, Mo Clough, P. (1985), “The Social Relations of grains marketing in Northern Nigeria”. A review of African Political Economy . Volume 12. Issue 34 December, 1985 Pp. 26234. Commercial Crop Production Guide Series (undated), Growing Maize in Nigeria. USAID. Faajir, A. And Nnabuko, J. O. (2013), “Strategies for Improving the use of Research as a Panacea for Effective Marketing of Grains in Nigeria”. Mkar Journal of Media and Culture.Vol.1 No.1 Pp.180. Francesco, G. and Christiane, W. (2006), Impact of Post-harvest research. Paper prepared for the meeting on Post-harvest Research at the International Centres Week Washington D.C October, 1998. Global Trade (Undated) Rice in Nigeria. Available at www.globaltrade.net/f/market-research/pdf/nigeria...grainandfeed-annual-in-nigeria.html. assessed on 23rd May, 2012. Hays, H.M. and J.H Mc Col. (1977), “The Food Grain in Northern Nigeria: Spatial and Temporal Performance.” The Journal of Development Studies, 14(1): 182 – 192.  Kotler P. and Keller, K. L: (2009), Marketing Management 13th ed. New Jersey: Pearson Education Manyong, V.M., Ikpi, A., Olayemi, J.K., Yusuf, S.A., Omonona, R. & Idachaba, F.S. (2003), Agriculture in Nigeria: Identifying Opportunities for Increased Commercialization and Investment Report from International Institute of Tropical Agriculture and University of Ibadan. USAID Nigeria. Nuhu, H.S, Ani, A.O and Bawa, D.B. (2009), “Food Grain Marketing in Northeast Nigeria; Study of Spatial and Temporal Price Efficacy”, AM – Eurasian Journal of  Sustain Agric., 3(3); 473 – 480, 2009. Onu, J.I and Iliyasu, H.A. (2008), “An Economic Analysis at the Food Grain Market in Adamawa State, Nigeria”. World Journal of Agricultural Sciences 4 (5): 617 – 6228  DOS Publishers 2008. Onwuteaka, O.A (2006), Foundation of Marketing Research in Nigeria. Lagos: Ngozichukwu Books Limited. Philip, S. and Streenten, P. (1994), “Technology adoption and farm profitability” Selected Papers from the annual conference of the Royal economic society, University of York, U.K.  Wikipedia, (2012), Agricultural Sustainability in northern Nigeria. Available at en.wikipedia.org/wiki/agricultural-sustainability-innorthernnigeria. Assessed on 23rd May, 2012 World Bank. (1996), Poverty amidst Plenty: Nigerian Poverty Assessment, Washington D.C. https://jbrmr.com/cdn/article_file/i-21_c-197.pdf Faajir Avanenge Marketing Infrastructure Access Grains 569485 61 0