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Marketing 2014 17Th Edition Pride Solutions Manual Full Chapter PDF
Marketing 2014 17Th Edition Pride Solutions Manual Full Chapter PDF
Marketing 2014 17Th Edition Pride Solutions Manual Full Chapter PDF
CHAPTER 5
Marketing Research and Information Systems
TEACHING RESOURCES QUICK REFERENCE GUIDE
Resource Location
Purpose and Perspective IRM, p. 85
Lecture Outline IRM, p. 86
Discussion Starters IRM, p. 95
Class Exercises IRM, p. 96
Chapter Quiz IRM, p. 99
Answers to Discussion and Review Questions IRM, p. 100
Answers to Application Questions IRM, p. 102
Answers to Internet Exercises IRM, p. 104
Answers to Developing Your Marketing Plan IRM, p. 105
Comments on the Cases IRM, p. 106
Case 5.1 IRM, p. 106
Case 5.2 IRM, p. 107
Examination Questions: Essay Testing CD
Examination Questions: Multiple-Choice Testing CD
Examination Questions: True-False Testing CD
PowerPoint Slides Instructor’s website
Note: Additional resources may be found on the accompanying student and instructor websites at
www.cengagebrain.com.
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86 Chapter 5: Marketing Research and Information Systems
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Chapter 5: Marketing Research and Information Systems 87
LECTURE OUTLINE
I. The Importance of Marketing Research
A. Marketing research is the systematic design, collection, interpretation, and reporting of
information to help marketers solve specific marketing problems or take advantage of marketing
opportunities.
1. It is a process for gathering information not currently available to decision makers.
2. The purpose of marketing research is to inform an organization about customers’ needs and
desires, marketing opportunities for particular goods and services, and changing attitudes and
purchase patterns of customers.
B. Marketing research can help a firm better understand market opportunities, ascertain the potential
for success for new products, and determine the feasibility of a particular marketing strategy.
C. Marketing research is used by all sorts of organizations to help develop marketing mixes to match
the needs of customers.
D. Changes in the economy have changed marketers’ decision making strategies to focus more on
small-scale surveys and short-range forecasting. Businesses need speed and agility to survive and
to react quickly to changing consumer behavior.
E. The real value of marketing research is measured by improvements in a marketer’s ability to
make decisions.
1. Marketers should treat information in the same manner as other resources utilized by the
organization, and must weigh the costs of obtaining information against the benefits derived.
2. Information should be judged worthwhile if it results in marketing activities which improve
the organization’s ability to satisfy its target customers, leads to increased sales and profits, or
helps the organization achieve some other goal.
II. Types of Research
A. The nature and type of research varies based on the research design and the hypotheses under
investigation.
B. Marketing research involves two types of data.
1. Qualitative data yields descriptive non-numerical information.
2. Quantitative data yields empirical information that can be communicated through numbers.
C. Exploratory Research
1. When marketers need more information about a problem or want to make a tentative
hypothesis more specific, they conduct exploratory research.
2. More organizations are starting customer advisory boards, which are small groups of actual
customers who offer insights into their feelings and attitudes toward a firm’s products,
promotion, pricing, and other elements of marketing strategy.
3. A focus group brings together multiple people to informally discuss a certain topic in a group
setting led by a moderator.
a. Focus groups allow customer attitudes, behaviors, lifestyles, needs, and desires to be
explored in a flexible and creative manner.
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88 Chapter 5: Marketing Research and Information Systems
b. They can provide companies with ideas for new products or be used for initial testing of
different marketing strategies for existing products.
c. A current trend is online focus groups in which participants sign in to a website and type
their comments and responses.
(1) Online focus groups can gather data from large and geographically diverse groups in
a less intensive manner than focus-group interviews.
(2) This method makes it more difficult to ask participants about a product’s smell or
taste or observe the participants’ nonverbal cues and body language.
d. Focus groups do have a few disadvantages, including personality issues with participants
and difficulties with motivating honest feedback. For these reasons, focus groups are best
used to uncover issues that can then be explored using quantifiable marketing research
techniques.
D. Conclusive Research
1. Conclusive research verifies insights through an objective procedure to help marketers make
decisions; it is used when the marketer has in mind one or more alternatives and needs
assistance in the final stages of decision making.
2. If marketers need to understand the characteristics of certain phenomena to solve a particular
problem, descriptive research is a good aid.
a. Descriptive studies can range from general surveys of customers’ educations,
occupations, or ages to specifics on how they use products or how often they purchase
them.
b. Descriptive studies generally demand in-depth knowledge and assume the problem or
issue is clearly defined.
3. Experimental research allows marketers to make causal deductions about relationships.
a. Experiments involve manipulating an independent variable and measuring the resulting
changes in a dependent variable.
b. Experimental research can provide much stronger evidence of cause and effect than data
collected through descriptive research.
III. The Marketing Research Process
A. To maintain the control needed to obtain accurate information, marketers approach marketing
research as a process with logical steps. These steps should be viewed as an overall approach to
conducting research rather than as a rigid set of rules to be followed in each project.
B. Locating and Defining Problems or Research Issues
1. The first step in launching a research study is problem or issue definition, which focuses on
uncovering the nature and boundaries of a situation or question related to marketing strategy
or implementation. The first sign of a problem is typically a departure from some normal
function, such as conflicts between or failures to attain objectives.
2. Marketing research often focuses on identifying and defining market opportunities or changes
in the environment. When an organization discovers a market opportunity, it may need to
conduct research to more precisely understand the situation so it can craft an appropriate
marketing strategy.
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Chapter 5: Marketing Research and Information Systems 89
3. To pin down the specific boundaries of a problem or an issue through research, marketers
must define the nature and scope of the situation in a way which requires probing beneath
superficial symptoms.
C. Designing the Research Project
1. Once the problem or issue has been defined, the next step is research design, an overall plan
for obtaining the information needed to address it. This step requires formulating a hypothesis
and determining what type of research is most appropriate for testing the hypothesis.
2. Developing an Hypothesis
a. An hypothesis is an informed guess or assumption about a certain problem or set of
circumstances.
b. The hypothesis is based on all available insight and knowledge about the problem or
circumstances from previous research studies and other sources.
c. Sometimes several hypotheses are developed during a research project; these accepted or
rejected hypotheses become the study’s chief conclusions.
3. Research Reliability and Validity
a. In designing research, marketing researchers must ensure that research techniques are
both reliable and valid.
b. A research technique has reliability if it produces almost identical results in repeated
trials.
c. To have validity, the method must measure what it is supposed to measure, not
something else.
D. Collecting Data
1. The next step in the marketing research process is collecting data to help prove or disprove
the research hypothesis. The research design must specify the types of data to collect and how
the data is collected.
2. Types of Data
a. Primary data are observed and recorded or directly collected from respondents. This
type of data must be gathered through observation or by surveying people of interest.
b. Secondary data are compiled inside and outside the organization for some purpose other
than the current investigation.
3. Sources of Secondary Data
a. Marketers often begin the data collection phase of the marketing research process by
gathering secondary data.
b. Internal sources of secondary data can include the organization’s own database, which
may contain information about past marketing activities, as well as accounting records.
c. External sources of data include periodicals, government publications, unpublished
sources, online databases, or outside services.
d. New technologies like TiVo and services provided on the Internet are challenging
traditional sources of secondary data by offering year-round, up-to-the-minute data.
4. Methods of Collecting Primary Data
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90 Chapter 5: Marketing Research and Information Systems
a. The collection of primary data is a more lengthy, expensive, and complex process than
the collection of secondary data.
b. Sampling
(1) Because the time and resources available for research are limited, it is almost
impossible to investigate all members of a target market or other population.
(a) A population, or “universe,” includes all the elements, units, or individuals of
interest to researchers for a specific study.
(b) Researchers can project the reactions of a total market or market segment by
systematically choosing a limited number of units—a sample—to represent the
characteristics of a total population.
(2) Sampling in marketing research is the process of selecting representative units from
a total population. Most types of marketing research employ sampling techniques.
There are two basic types of sampling: probability sampling and non-probability
sampling.
(3) With probability sampling, every element in the population being studied has a
known chance of being selected for study.
(a) When marketers employ random sampling, all the units in a population have an
equal chance of appearing in the sample.
(b) Stratified sampling divides the population of interest into groups according to a
common attribute, and then a random sample is chosen within each group.
(4) Non-probability sampling is more subjective than probability sampling because
there is no way to calculate the likelihood that a specific population element will be
chosen. One type of non-probability sampling is quota sampling, in which
researchers divide the population into groups and then arbitrarily choose participants
from each group.
c. Survey Methods
(1) Marketing researchers often employ sampling to collect primary data through mail,
telephone, online, or personal interview surveys.
(a) Selection of a survey method depends on the nature of the problem or issue, the
data needed to test the hypothesis, and the resources, such as funding and
personnel, available to the researcher.
(b) Gathering information through surveys is becoming increasingly difficult
because fewer people are willing to participate.
(2) In a mail survey, questionnaires are sent to respondents, who are encouraged to
complete and return them.
(a) Mail surveys are used most often when the individuals in the sample are spread
over a wide area and funds for the survey are limited.
(b) A mail survey is less expensive than telephone surveys, as long as the response
rate is high enough to produce reliable results.
(c) The main disadvantages of this method are the possibility of a low response rate
and of misleading results if respondents differ significantly from the population
being sampled.
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Chapter 5: Marketing Research and Information Systems 91
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92 Chapter 5: Marketing Research and Information Systems
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Chapter 5: Marketing Research and Information Systems 93
5. Managers must understand the research results and relate them to a context that permits
effective decision making.
F. Reporting Research Findings
1. The final step in marketing research is to report the research findings. The marketer must take
a clear, objective look at the findings to see how well the gathered facts answer the research
question or support or negate the initial hypotheses.
2. The report of the research results is usually a formal, written document.
3. Bias and distortion can be a major problem if the researcher is intent upon obtaining
favorable results. Marketing researchers must be very careful with their word choices.
IV. Using Technology to Improve Marketing Information Gathering and Analysis
A. Technology is making information for marketing decisions increasingly accessible.
B. Consumer feedback is an important aspect of marketing research, and new technology such as
digital media is enhancing this process.
1. In the case of negative feedback, marketers can communicate with consumers to address
problems or complaints more easily than with traditional marketing channels.
2. Companies can understand what features of their product mixes should be promoted or
modified.
C. Marketing Information Systems
1. A marketing information system (MIS) is a framework for the day-to-day management and
the structuring of information regularly gathered from sources inside and outside an
organization. It provides a continuous flow of information about prices, advertising,
expenditures, sales, competition, and distribution expenses.
2. The main focus of the marketing information system is data storage and retrieval as well as
computer capabilities and management’s information requirements.
3. An effective marketing information system starts by determining the objective of the
information by identifying decision needs which require certain information. The
organization can then specify an information system for continuous monitoring to provide
regular, pertinent information about external and internal environments.
D. Databases
1. A database is a collection of information arranged for easy access and retrieval.
2. Databases, usually accessed through a computer system, allow marketers to tap an abundance
of useful information to make marketing decisions. Databases may contain internal sales
reports, newspaper articles, company news releases, government economic reports,
bibliographies, and more.
3. Customer Relationship Management (CRM) employs database marketing techniques to
identify different types of customers and develop specific strategies for interacting with each
customer.
a. Identify and build a database of current and potential customers.
b. Deliver differential messages according to each consumer’s preference and
characteristics through established and new media channels.
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94 Chapter 5: Marketing Research and Information Systems
c. Track consumer relationships to monitor the costs of retaining individual customers and
the lifetime value of their purchases.
4. Marketers must distinguish between active customers, those likely to continue buying from
the firm and inactive customers, those likely to defect.
a. Identify profitable inactive customers who can be reactivated.
b. Remove inactive unprofitable customers from the customer database.
c. Identify active customers who should be targeted with regular marketing activities.
5. Marketing researchers can also use commercial databases developed by information research
firms to obtain useful information for marketing decisions.
6. Single-source data is information provided by a single firm about household demographics,
purchases, television viewing behavior, and responses to promotions, such as coupons and
free samples.
E. A marketing decision support system (MDSS) is customized computer software which helps
marketing managers anticipate the effects of certain decisions.
V. Issues in Marketing Research
A. The Importance of Ethical Marketing Research
1. It is essential that professional standards be established by which research may be judged
reliable because marketing managers and other professionals increasingly rely on marketing
research, marketing information systems, and new technologies to make decisions,.
2. Organizations like the Marketing Research Association have developed codes of conduct and
guidelines to promote ethical marketing research.
3. Consumer privacy has also become a significant issue as firms now have the ability to
purchase and collect data on customer demographics, interests, and more personal matters.
a. This information has allowed companies to predict customer behavior more accurately
but also may infringe upon consumer privacy
b. While such data enable companies to offer more personalized services, policy makers
fear that it could also allow them to discriminate among consumers who do not appear
“valuable” or use consumers’ online behavior to identify them personally.
B. International Issues in Marketing Research
1. The marketing research process described in this chapter is used globally, but to ensure
research is valid and reliable, data-gathering methods may be modified to allow for
differences in sociocultural, economic, political, legal, and technological forces in different
world regions (global issues will be discussed in further detail in chapter 9).
2. Experts recommend a two-pronged approach to international marketing research.
a. The first phase involves a detailed search for and analysis of secondary data to gain
greater understanding of a particular marketing environment and to pinpoint issues that
must be taken into account in gathering primary research data.
b. The second phase involves field research using many of the methods described in the
chapter, including focus groups and telephone surveys, to refine an organization’s
understanding of specific customer needs and preferences.
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Chapter 5: Marketing Research and Information Systems 95
(1) Specific differences among countries can have a profound influence on data
gathering.
(2) Primary data gathering may have a greater chance of success if the organization
employs local researchers who better understand how to approach potential
respondents in their own language.
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96 Chapter 5: Marketing Research and Information Systems
DISCUSSION STARTERS
Discussion Starter 1: Sources of Secondary Data
ASK: What is held every 10 years in the United States as required by the Constitution and yields crucial
data for marketers?
The answer is the U.S. Census.
ASK: Why is it called the U.S. Census and not the U.S. Sample?
Every person in the U.S. must be counted. It is a full accounting of the population and yields a treasure
trove of information for marketers. For example, you can visit the Census Bureau website and get very
specific details about the population in a given town, such as total population, percentages of males and
females, breakdowns by age, home ownership, and income levels. The same information can be obtained
by state, region and the nation. Visit the following link for more information:
http://factfinder2.census.gov/faces/nav/jsf/pages/index.xhtml.
When U.S. Census data is fresh, as it is now because the most recent census was conducted in 2010,
marketers have access to accurate information from a very reliable source. The data may be used in a
variety of ways for planning purposes.
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Chapter 5: Marketing Research and Information Systems 97
CLASS EXERCISES
Class Exercise 1: The Marketing Research Process
The objective of this class exercise is to apply the marketing research process to solving a marketing
problem.
Prompt for Students:
You are considering opening a new “Fluff-and-Fold” laundry pick-up, cleaning, and delivery service
for students. You are uncertain whether sufficient demand exists, and you have questions about when
students will need your service most and what level of service they will require. You realize that
marketing research can help solve your information needs. You must now decide how to best answer
these questions.
1. Define the problem.
2. Design the research project.
3. After consulting any secondary data available, you decide to conduct an exploratory study with
students in your classes. Develop open-ended questions to ask other students that will provide
information regarding your hypotheses.
4. Having gained some insight into the problem, you are now ready to conduct a descriptive study.
You decide to conduct a survey to further test your refined hypotheses. However, you have
several decisions to make regarding this study.
a. What type of sampling approach (random, stratified, area, quota) will you use and why?
b. What survey method (mail, telephone, personal interview) will you use and why?
c. How will you construct the questionnaire? Develop open-ended, dichotomous, or
multiple-choice questions that will test your hypotheses. Remember to remain impartial and
inoffensive.
Answers:
1. The answers to this question will depend on how the students view the opportunity on your
campus. Typical problem statements might include “We don’t know if a sizable, profitable
market exists for Fluff-and-Fold,” or “We don’t know which dorms at what times offer good
opportunities for our service.” You might suggest that focus groups could help define the problem
more clearly.
2. Most students will take the example and adapt it. However, you might push them further by
asking, “Can you be any more specific about the target market? For instance, do you expect more
underclassmen will use the service? More males or females?” Other typical hypotheses might
involve service expectations (one-day pick-up and delivery) and daily operation issues (primary
demand on weekends versus weekdays).
3. This may be a good time to explain how a focus group can help resolve or clarify research
problems. You may even want to set up a focus group discussion in class. After students have
developed a few open-ended questions (for example, “How much would you be willing to pay for
Fluff-and-Fold service?”), you might want to allow time for students to gather from one another
information related to the questions. You might also point out that inexpensive data collection
such as focus groups or polling customers can ensure better marketing decisions.
4. Observation, combined with interviews, may be an efficient way to determine what times
students will need the service. However, observation alone will not assess true feelings or
opinions.
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98 Chapter 5: Marketing Research and Information Systems
In part a), perhaps the best way to select a sample is through the use of stratified sampling,
especially if demand is likely to vary by classification (freshmen, etc.). The student directory
should provide this information. However, quota sampling, which is nonprobabilistic, may suffice
for exploratory research.
In part b), mail surveys may be the cheapest (because of campus mail) and may be suitable for the
short surveys most students will develop. However, response rate may be low. Phone surveys
might increase the response rate, but finding students at home may be problematic. Personal
interviews conducted at central meeting points on campus might help overcome refusals but
might also introduce interviewer and sample bias.
In part c), you may want to illustrate the problems associated with double-barreled, leading, non-
mutually exclusive, and exhaustive questions, among others. You might even have students
collect data by using these questions.
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Chapter 5: Marketing Research and Information Systems 99
In this chapter you were introduced to the various techniques used by marketers to collect data from
consumers. In this exercise your group is asked to design a research study to address the following
scenario.
You have been hired by a small used-CD shop to survey its customers about what other types of products
they should stock. The owners have considered the following: comic books, anime, collectible figures,
posters, used DVDs, used video games, and used musical instruments. The owners are uncertain which
products to add to their inventory.
Step 1: Define the problem.
Step 2: Design the research project.
a. Who do you need to collect the data from?
b. What is the best way to collect this data?
c. How would you analyze this data?
Step 3: Design a questionnaire for your client. Justify why you are asking each question.
©2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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CHAPTER XIX
ARE WE CITIZENS?