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Preface
The transformation in marketing research practiced in organizations the world over is telling.
Across a multitude of data sources and technology, marketers are absorbing the developments at
a rapid pace. This warrants a need to be constantly up-to-date with the knowledge and capabilities
to channel these developments to achieve marketing and financial success. The nature and type
of data being collected now also include not only store scanner data, but also consumer home
shopping panels and data from social media. The rapid expansion of social media outlets such as
blogs, forums, and user networks has increasingly taken a more primary role among marketers.
With respect to word-of-mouth, product information is routinely shared between and across users
and nonusers that has the potential to create new customers. Now more than ever companies have
the ability to collect a wide range of customer information pertaining to attitudes, behaviors, and
demographics. An expansion in data storage and retrieval techniques (ranging from small data-
bases to huge data farms), coupled with declining data storage costs, has propelled the growth
of marketing research by leaps and bounds over the past decades. These developments have
enabled companies to invest in data now more than ever. In recent years, technological develop-
ments such as Internet of Things, artificial intelligence, and blockchain continue to dictate the
course of business practices. The promise of customer-level interactions for firms adopting such
technological developments is astounding. Alongside this promise comes the issue of privacy. In
these formative years of new technological developments, consumers and firms are trying to find
a middle ground with respect to data exchange and data privacy. Balancing such new develop-
ments with traditional know-how in marketing research is the new challenge for marketers. This
new edition of Marketing Research brings to the forefront the relevance of marketing intelligence
amidst these changes.
If we can compare marketing to a long train with multiple compartments, then marketing
research would justly claim the dual roles of the engine that powers the train and the links that
connect the individual compartments to form a cohesive functional unit. In other words, market-
ing research is pervasive—the brain and the brawn of any marketing organization. Having said
this, we realize that marketing research is a complex subject and therefore has to be introduced
to the student one compartment at a time before the entire train can be visualized. We also realize
the danger in this approach. The student can get overly excited or, even worse, overwhelmed by
the individual units so that he or she fails to see the proverbial “big picture”—the overarching
framework, the subtle but essential interactions between units, and the ultimate purpose, namely,
how marketing research can help organizations achieve their goals.
This revised edition takes a “macro–micro–macro” approach toward communicating the
intricacies of marketing research and its usefulness to the marketing organization. The first two
chapters provide an overview of the marketing research process that illustrates the “big picture.”
The chapters that follow then discuss in detail the individual components. The chapters have
benefitted significantly from updated business examples and industry statistics. While main-
taining the strengths of previous editions, this edition focuses on the recent trends in marketing
intelligence. Specific importance has been given to the concepts such as Customer Lifetime
Value, Share of Wallet, Brand Equity, Mobile Marketing, and the increasing role of Social Media
vii
viii Preface
Marketing. Throughout the book, examples of companies using technology developments such
as bots and big data have been introduced to inform the student about how fundamental topics
in marketing research have been applied in the new technology-focused environment. Topics
of less interest and relevance to the practice of marketing and marketing research have been
eliminated.
We begin with a macro-level treatment of what marketing research is, where it fits within
an organization, and how it helps in managerial decision making. Here, we also discuss the
marketing research industry, with a brief treatment of both suppliers and users.
The body of the text takes a micro-level approach, detailing each and every step of the market-
ing research process. In describing the marketing research process, a decision-oriented perspec-
tive has been adopted to help students, who are future managers and researchers, make better
decisions. Detailed discussions of the process, with numerous examples from the industry, char-
acterize this micro phase.
Finally, we wrap up with a macro-level treatment of the applications of marketing research.
Here we address the traditional 4P research, as well as contemporary issues such as brand equity,
customer satisfaction research, and emerging issues that continue to fascinate marketers, such as
e-commerce, direct marketing, database marketing, and relationship marketing, while taking care
to incorporate some of the latest research and developments in these fields.
In Part V, the student is exposed to the measures, metrics, and strategies of marketing intelli-
gence. This section has three chapters and provides the student with a comprehensive picture
of marketing research, highlighting how the marketing-mix measures, the brand and cus-
tomer metrics, and the new age strategies fit into the application of marketing intelligence.
Acknowledgments
Many debts have been accumulated over the years during which 13 editions of this book have
taken shape. We are especially grateful to our students, who gave us feedback from the con-
sumer’s perspective and whose field research projects provided many of the illustrations and
problems; to our colleagues, who stimulated us and brought new ideas and approaches to our
attention; and to our clients, who gave us many opportunities to put ideas into practice and
thus broaden our understanding of marketing research as it is currently practiced. It has been a
continuing pleasure to associate with a class publisher, John Wiley & Sons, and to work with a
number of Wiley editors over the years—.
We also would like to express thanks to Bharath Rajan and Divya Ramachandran for their
efforts toward the production of the 13th edition.
Finally, we wish to express our sincere appreciation to our families and friends for their con-
stant support, encouragement, and sacrifices during the creation of this book.
V. Kumar
Robert P. Leone
David A. Aaker
George S. Day
Brief Contents
Section D: Sampling
14 Sampling Fundamentals 344
15 Sample Size and Statistical Theory 372
xiii
xiv Brief Contents
xv
xvi Contents
13 Experimentation 313
Learning Objectives, 313
Descriptive versus Experimental Research, 314
What Constitutes Causality?, 315
Laboratory and Field Experiments, 317
Threats to Experimental Validity, 318
Issues in Experimental Research, 320
Types of Experimental Designs, 322
Guidelines for Conducting Experimental Research, 336
Limitations of Experiments 337
Summary, 339
Questions and Problems, 339
End Notes, 341
Case 13-1: Evaluating Experimental Designs, 341
Case 13-2: Barrie Food Corporation, 342
Section D: Sampling
Summary, 431
Questions and Problems, 431
End Notes, 432
Case 17-1: Medical Systems Associates: Measuring Patient Satisfaction, 433
Appendix A 673
A-1. Standard Normal, Cumulative Probability in Right‐Hand Tail for
Positive Values of z; Areas are Formed by Symmetry 673
A-2. χ 2 Critical Points 674
A-3. F Critical Points 676
A-4. Cut‐Off Points for the Student’s t‐Distribution 681
A-5. Procedures for Conducting Univariate and Multivariate Analysis in SPSS 682
A-6. Output of Select Tables in SPSS 686
Glossary 699
Index 717
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Fig. 144. Lepidodendron Veltheimianum Sternb.
A. Leaf-cushion and leaf-scar seen in surface-view at a; on the rest
of the specimen a slightly lower surface is exposed. (After Stur.)
B. Diagrammatic longitudinal section to explain the differences
between its two surfaces a and b shown in fig. A.
The shaded portion c represents the rock matrix, the surfaces
ab, ed, mark the outer and inner edge of the outer portion of the
bark of the Lepidodendron stem.
lt, leaf-trace; p, p′, parichnos.
Fig. 145.
A. Diagrammatic surface-view and longitudinal section of a
Lepidodendron leaf-cushion.
B. Aerenchyma below the leaf-scar. (After F. E. Weiss.)
The parichnos scars are shown on the leaf-scar and cushion in fig.
146, C. In the lower leaf-cushion shown in fig. 146, E, the infra-foliar
parichnos scars, p, are clearly seen, but the preservation of the leaf-
scar is not sufficiently good to show them on that part of the fossil. In
the upper cushion (fig. 146, E) the position of the parichnos arms is
shown on the leaf-scar, but the infra-foliar parichnos scars are
hidden by two small spiral shells. The genus Spirorbis, to which
these shells are referred, appears to have persisted from the Silurian
epoch to the present day. The comparatively frequent occurrence of
Spirorbis shells on the leaves and other parts of Palaeozoic plants,
has recently been dealt with in a paper by Barrois[245] who discusses
in detail the habitats of these small animals from the point of view of
the conditions under which the plants were preserved. In a note by
Malaquin appended to Barrois’ paper the belief is expressed that
Spirorbis lived on pieces of Palaeozoic plants which lay under water.
The fact that with one exception all the Spirorbis shells on the
specimen of Lepidodendron, of which two leaf-cushions are shown in
fig. 146, E, occur on the large parichnos scars on the cheeks of the
cushions, suggests the possibility that the escape of gases from the
parichnos tissue may have rendered the position attractive to the
Spirorbis. It can hardly be accidental that the shells occur on the
parichnos strands. This fact recalls the view held by Binney[246] and
accepted with favour by Darwin[247] that Lepidodendron and other
coal-forest trees may have lived with the lower parts of the stems in
sea water.
Above the leaf-scar is a fairly deep triangular or crescentic pit (fig.
146, C, l) known as the ligular pit from the occurrence on younger
shoots of a delicate organ like the ligule of Isoetes (fig. 132)
embedded in a depression in the upper part of the leaf-cushion. The
ligule was first figured in Lepidodendron by Solms-Laubach[248] and
described in English material by Williamson under the name of the
adenoid organ[249].
In some Lepidodendron stems a second triangular depression
may occur above the ligular pit, the meaning of which is not clear:
this has been called the triangulum by Potonié[250]. Stur[251] suggested
that it may represent the position occupied by a sporangium in
Lepidodendron cones.
It is important to remember that as a branch increases in girth the
leaf-cushions are capable of only a certain amount of growth: when
the limit is reached they are stretched farther apart and thus the
narrow groove which separates them is converted in older stems into
a comparatively broad and flat channel, thus altering the surface
characters.
Fig. 146. Lepidophloios and Lepidodendron leaf-cushions.
A, B, D, F, G, H, I. Lepidophloios. (Fig. A should be reversed.)
C, E. Lepidodendron aculeatum.
A, B. From a specimen in the Sedgwick Museum, Cambridge (leaf-
cushion 3 cm. broad).
C. From a specimen in the Sedgwick Museum, Cambridge (leaf-cushion 4
cm. long).
D. From a section in the Cambridge Botany School Collection.
E. From a specimen in the Bunbury Collection, Cambridge Botany
School, showing Spirorbis shells (leaf-cushion 2 cm. long).
F. From a section in the Williamson Collection, British Museum No. 1,
973.
G, H, I. From sections in the Cambridge Botany School Collection.
iii. Lepidophloios.
Before proceeding further with the genus Lepidodendron a short
account may be intercalated of the external features of a
lepidodendroid type of stem which it is customary to describe under
a distinct generic title Lepidophloios. This name is convenient for
diagnostic purposes though it seems clear that apart from the form of
the leaf-cushion (fig. 146, A) we are at present unable to recognise
any well-defined differences between the two forms Lepidodendron
and Lepidophloios. For general purposes the name Lepidodendron
will be used as including plants possessing leaf-cushions of the type
already described as well as those with the Lepidophloios form of
cushion.
The generic name Lepidophloios was first used by Sternberg[254]
for a Carboniferous species which he had previously described as
Lepidodendron laricinum. In 1845 Corda[255] instituted the name
Lomatophloios for specimens possessing the same external
characters as those for which Sternberg had chosen the name
Lepidophloios. The leaf-cushions of Lepidophloios differ from those
of the true Lepidodendron in their relatively greater lateral extension
(cf. fig. 146, A and C), in their imbricate arrangement and in bearing
the leaf, or leaf-scar, at the summit. In some species referred to
Lepidophloios the cushions are however vertically elongated and in
this respect similar to those of Lepidodendron: an example of this
type is afforded by Lepidophloios Dessorti a French species
described by Zeiller[256]. In younger branches the cushions may be
directed upwards having the leaf-scar at the top; but in the majority
of specimens the cushions are deflexed as in figs. 146, D; 160, A.
The shoot of Lycopodium dichotomum shown in fig. 121, B, with the
leaves in the reversed position bears a close resemblance to a
branch of Lepidophloios.
The photograph of Lepidophloios scoticus Kidst.[257] reproduced in
fig. 160, A, illustrates the dichotomous branching of the stem and the
form of the cushions with the leaf-scars pointing downwards. In the
fertile branch of the same species shown in fig. 160, B, the leaf-scars
face upwards.
In most species the cushions are simply convex without a median
keel, but in some cases a median ridge divides the cushion into two
cheeks as in the genus Lepidodendron. The leaf-scar bears three
small scars, the larger median scar marking the position of the leaf-
trace, while the lateral scars are formed by the two arms of the
parichnos: in some examples of deflexed cushions, though not in all,
a ligular pit occurs on the cushion a short distance above the leaf-
scar.
The drawing reproduced in fig. 146, A, showing the leaf-scar on
the upper edge of the cushion should have been reversed with the
leaf-scars pointing downwards. This figure represents part of the
surface of a specimen consisting of the outer cortex of a stem with
leaf-cushions 3 cm. broad. The thickness of this specimen is 4 cm.: a
section through the line ab is represented in fig. 146, D (reproduced
in the correct position, with the leaf-scars, sc, pointing downwards):
internal to the cushions is a band of secondary cortex (the shaded
strip on the outer edge of the section) which was formed on the
outside of the phellogen. The phellogen is a cylinder of actively
dividing cells in the outer part of the cortex of the stem, often spoken
of as the cork-cambium or cortical meristem, which produces a
considerable amount of secondary cortical tissue on its inner face
and a much smaller amount towards the stem surface. This delicate
cylinder frequently forms a natural line of separation between the
outer shell of bark and the rest of the stem. In the specimen before
us, the thin-walled cells of the phellogen were ruptured before
petrification and the outer shell of bark was thus separated as a
hollow cylinder from the rest of the stem: this cylinder was then
flattened, the two inner surfaces coming into contact. Fig. 146, D,
represents a section of one half of the thickness of the flattened
shell.
This separation of the outer cortex, and its preservation apart from
the rest of the stem, is of frequent occurrence in fossil
lycopodiaceous stems. The flattened outer cortical shell of a
Lepidophloios, specifically identical with that shown in fig. 146, A and
D, was erroneously described by Dr C. E. Weiss in 1881 as a large
lepidodendroid cone[258].
Fig. 146, B, affords a view of the inner face of the specimen of
which the outer surface is seen in fig. 146, A: the surface shown in
the lower part of the drawing, on which the boundaries of the
cushions are represented by a reticulum, corresponds to the inner
edge of the strip of secondary cortical tissue represented by the
vertically shaded band in fig. 146, D.
The shaded surface in fig. 146, B, represents a slightly deeper
level in the stem which corresponds to the outer edge of the
vertically shaded band of fig. 146, D: the narrow tapered ridges (fig.
146, B) represent the leaf-traces passing through the secondary
cortex, and the fine vertical shading indicates the elongated
elements of which this strip of secondary cortex is composed.
In the longitudinal section diagrammatically reproduced in fig. 146,
D, cut along the line ab of fig. 146, A, the parenchymatous tissue of
the stout cushions has been partially destroyed, as at a; at s is seen
the section of a Stigmarian rootlet which has found its way into the
interior of a cushion. Each leaf-trace is accompanied by a parichnos
strand as in the true Lepidodendron; at the base of the leaf-cushion
the parichnos branches into two arms which diverge slightly right and
left of the leaf-trace, finally entering the base of the leaf lamina as
two lateral strands (fig. 147, p). At one point in fig. 146, D the section
has shaved a leaf-trace represented by a black patch resting on the
parichnos just above the line ef, but it passes through one of the
parichnos arms p′ which debouches on to the leaf-scar sc at p. Had
the section been cut along the line cd of fig. 146, A the leaf-trace
would have been seen in a position similar to that occupied by the
parichnos p′ in fig. 146, D.
Fig. 147. Lepidophloios leaf-cushion in tangential section. (From a
section in the Williamson Collection, British Museum, No. 1973.)
Fig. 147, A, affords a good example of a tangential section through
a Lepidophloios leaf-cushion, 1 cm. broad, like that represented in
fig. 146, A, showing the vascular bundle lt, the two parichnos
strands, p, composed of large thin-walled cells (cf. Isoetes, fig. 133,
H, I), and the ligular pit near the upper edge of the section enclosing
the shrunken remains of the ligule (fig. 147, B, l).
LEPIDODENDRON