JBRMR 2056-6271 https://doi.org/10.24052/JBRMR/ 17 Volume 08 Issue 1 2013-10-01

151 https://jbrmr.com/details&cid=151 2014-06-02 This study investigates the success factors that can influence the performance and the continuity of the French and Lebanese family firms. Based on the literature review, the performance of the family firms was found to be linked to effective success keys like the succession planning, networking strategy, financial structure, management practices and finally the governance structure. Effectively, the results of this study indicate that French family firms are linked to four success keys (Planning for Succession, Using of Emotional intelligence, Professional HR management and Long Term Overview) while the Lebanese family firms are linked to five success keys (Financial structure with low leverage, Planning for Succession, Using of Emotional intelligence, professional HR management and Governmental Networking). Due to the non-significant impact of governance structure, an advanced investigation has been applied to detect the impact of this variable on the performance of family firm. The results of this advanced study indicate a negative correlation between the performance of family firms and the board of directors’ size. Moreover, a positive correlation has been found between family firm performance and the presence of the outsiders in the board of directors. Ahmad A.J and Amran N.Z., (2010), Corporate governance mechanisms and performance : analysis of family and non-family controlled companies, Journal of modern accounting and Auditing, 6(2), pp. 1-15. Anderson, R.C. and Reeb, D. 2003. Founding-Family Ownership and Firm performance: Evidence from the SandP 500. The Journal of Finance 58(3),pp.1301-1328. Andres C. (2008), large shareholders and firm performance: An empirical examination of founding family ownership, Journal of corporate finance, 58(3), pp.431-445. Arregle J-L., Hitt M., Sirmon D., and Very P. (2007) the developpement of organizational social capital: attributes of family firms, Journal of Family Firms, Journal of management studies, 44 (1), pp.73-95. Astrachan, J. H., andKolenko, T. A. (1994).A neglected factor explaining family business success: Human resource practices. Family Business Review, 7(3), pp.251-262. Berle, A., and G. Means, (1932). The modern corporation and private property, New York, NY, MacMillan. Bernice Kotey, (2005). Goals, management practices, and performance of family SMEs, International Journal of Entrepreneurial Behavior and Research, 11(1), pp.3 - 24 Bernice K. and Folker C, (2007). Employee Training in SMEs: Effect of Size and Firm Type-Family and Nonfamily. Journal of Small Business Management, pp.214-238. Birley, S. (1986). Succession in family firm: The inheritors view. Journal of Small Business Management, 24(3), pp.36-43. Chua, J. H., Chrisman, J. J., and Sharma, P. (1999).Defining the family business by behavior.Entrepreneurship Theory and Practice, 23(4), pp.19-39. Chua, J. H., Chrisman, J. J., and Sharma, P. (2003).Succession and nonsuccession concerns of family firms and agency relationship with nonfamily managers. Family Business Review, 16(2), pp.89-108. Daily, C.M., andDollinger, M.J. (1992).An empirical examination of ownership structure in family and professionally managed firms. Family Business Review, 5(2), pp.117-136. Daily, C.M., and Dollinger, M.J. (1993). Alternative methodologies for identifying family vs. non family managed businesses. Journal of small business management, 31 (2), pp.70-90. Davis, S.M. (1968). Entrepreneurial succession. Administrative Science Quarterly, pp.402-416. EL-Chaarani H. (2012). Intelligence émotionnelle des entreprises familiales libanaises, IFERA 2012, Bordeaux-France.  Eisenberg, T., S. Sundgren and M. T. Wells, (1998). Larger board size and decreasing firm value in small firms. Journal of Financial Economics 48, 35-54. Fisman, R. (2001). Estimating the Value of Political Connections. American Economic Review. 91:4, pp. 1095–1102. Gallo, M., and Vilaseca, A. (1996). Finance in family business. Family Business Review, 9(4), pp.387-405. Jensen, Michael C, (1993). The modern industrial revolution, exit, and the failure of internal control systems. Journal of Finance, 48:831–880. Jensen M.C., and  Meckling W., (1976), “Theory of the Firm: Managerial Behavior, Agency Costs, and Capital Structure,” Journal of Financial Economics, pp.305-360. Lee J. (2006), Family firm performance: further evidence, Family Business Review, 19(2), pp.103-114. Majumdar S. and Chhibber P. (1999). Capital Structure and Performance: Evidence from a Transition Economy on an Aspect of Corporate Governance, Public Choice 98, pp.287-305. Morck H, Shleifer A., Vishny R.W (1988), Management Ownership and Market Valuation: An Empirical Analysis, Journal of Financial Economics, Power and Governance in Corporation. Morris M., Williams R., Allen J., and Avila, R. (1997).Correlates of success in family business transitions. Journal of Business Venturing, 12, pp.385-401. Nahapiet and Ghoshal (1998), Social capital, Intellectual capital and the organizational advantage, Academy of Management Review, 23, pp.242-266. Reid, R., Dunn, B., Cromie, S., and Adams, J. (1999). Family Orientation in family firms: A model and some empirical evidence. Journal of Small Business and Enterprise Development, 6(1), pp.55-66. Schulze, W. S., Lubatkin, M. H., and Dino, R. N. (2003).Exploring the agency consequences of ownership dispersion among the directors of private family firms. Academy of Management Journal, 46, 179-194. Schulze, W. S., Lubatkin, M. H., Dino, R. N., and Buchholtz, A. K. (2001). Agency relationships in family firms: Theory and evidence. Organizational Science, 12(2), 99-116. Ward, J. (1988). The special role of strategic planning for family business. Family Business Review, 1(2), 105-117. https://jbrmr.com/cdn/article_file/i-17_c-151.pdf Hani El-CHAARANI Family business - firm performance – Succession Planning - family networks strategy - financial structure - governance structure - family management practices. 589593 54 0

152 https://jbrmr.com/details&cid=152 2014-06-02 Increasingly, marketers are opting to extend existing brand names (core brands) to new product introductions instead of introducing new brands into the marketplace. Using a familiar brand name is thought to reduce the risk of failure when introducing new products by facilitating distribution and by lowering needed promotion costs. Most of the research on brand extensions has been from the perspective of promotion, specifically advertising. Today, however, a significant percentage of consumers’ choices are made in-store, leading to increased attention being placed on in-store promotion. The objective of this study, therefore, is to begin to examine the effectiveness of brand extensions from a context of an environment representing the environment encountered in a retail setting. This study adds to the knowledge base on brand extensions. The findings suggest that in-aisle promotion material which adds additional cues for consumers to evaluate new brand extensions may have an effect on the attitudes that consumers possess toward brand extensions and their purchase intensions. The findings also suggest that image transfer from the core brand to the brand extension and the effects of image of the core brand on purchasing intensions of the brand extension may be product-specific. Aaker, D. A. and Keller, K. L. (1990) ‘Consumer evaluations of brand extensions’, Journal of Marketing, 54(1), 27-41. Broniarczyk, S. M. and Alba, J. W. (1994) ‘The importance of the brand in brand extension’, Journal of Marketing Research, 31(2), 214-228. Buil, I., Martínez, E. and de Chernatony, L. (2009) ‘Brand extension effects on brand equity: A cross-national study’, Journal of Euromarketing, 18(2), 71-88. Cornwell, T. B., Humphreys, M. S., Maguire, A, M. Weeks, C. S. and Tellegen, C. L. 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(2011) ‘A closer look at similarity: The effects of perceived similarity and conjunctive cues on brand extension evaluation’, International Journal of Research in Marketing, 28(2), 120-133. Grime, I., Diamantopoulos, A. and Smith, G. (2002) ‘Consumer evaluations of extensions and their effects on the core brand: Key issues and research propositions’, European Journal of Marketing, 36(11-12), 2002. Heath, T. B, DelVecchio, D. and McCarthy, M. S. (2011) ‘The asymmetric effects of extending brands to lower and higher quality’, Journal of Marketing, 75(4), 3-20. Hem, L. E. and Iversen, N. M. (2009) ‘Effects of different types of perceived similarity and subjective knowledge in evaluations of brand extensions’, International Journal of Marketing Research, 51(6), 797-818. Henseler, J., Horváth, C. ,Sarstedt, M. and Zimmermann L. (2010) ‘A cross-cultural comparison of brand extension success factors: A meta-study’, Journal of Brand Management, 18(1), 5-20. Holt, D. B. 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(2012), ‘New brand extensions’, Journal of Advertising Research, 52(2), 234-242. Slovic, P. and Lichtenstein, S. (1971), ‘Comparison of Bayesian and regression approaches to the study of information processing in judgment’, Organizational Behavior and Human Performance, 6(6), 649–744. Spiggle, S., Nguyen, H. T. and Caravella, M. (2012) ‘More than fit: Brand extension authenticity’, Journal of Marketing Research, 49(6), 967-983. Tait, B. (2001) ‘Do gaps in marketing theory make new brands fail?’AdMap, 36(418), 40-43. Taylor, V. A. (2009) ‘Brand name and price cue effects within a brand extension context’, Academy of Marketing Studies Journal, 13(2), 59-75. Torelli, C. J. and Ahluwalia, R. (2012) ‘Extending culturally symbolic brands: A blessing or a curse’, Journal of Consumer Research, 38(5), 933-947. Völckner, F. and Sattler, H. (2007) ‘Empirical generalizability of consumer evaluations of brand extensions’, International Journal of Research in Marketing, 24(2), 149-162. Völckner, F. and Sattler, H. (2006) ‘Drivers of brand extension success’, Journal of Marketing, 70(2), 18-34. Zhang, S. and Sood, S. (2002) ‘Deep and surface cues: Brand extension evaluations by children and adults’, Journal of Consumer Research, 29(1), 129-42. https://jbrmr.com/cdn/article_file/i-17_c-152.pdf Peter W. Smith David J. Burns brand extension new products branding cues in-store promotion 581924 56 5

153 https://jbrmr.com/details&cid=153 2014-06-02 The main interest of this document is to describe the importance of a localized marketing strategy and its implications when operating in the fast food industry within the Central America region, at the same time of illustrate the benefits in terms of customer satisfaction, loyalty, and growth in the short and long term that this type of strategy brings into context when applied correctly. For this purpose, a survey was conducted among consumers within the region, and as result of this, a positive relation was identified among localized food menus, new menus, and the recognition of an international brand, with a better customer satisfaction perception when operating among such industry. These findings may allow companies to determine based on their actual situation, the need to include new flavors, new meals, or develop new strategies that may take advantage of an international brand. ACAN-EFE. (June 18, 2013). 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(2007).  The Fundamentals of Standardizing Global Marketing Strategy, International Marketing Review, 24(1), 46-63.  doi:10.1108/02651330710727187 Yuen, E.F.T., & Chan, S.S.L. (2010, September-December).  The Effect of Retail Service Quality and Product Quality on Customer Loyalty, Journal of Database Marketing & Customer Strategy Management, 17(3/4), 222-240. Retrieved July 9, 2013, from EBSCO Research Database. Yum! Brands Inc. (2012). 2012 Yum! Brands Annual Customer Mania Report. Retrieved June 14, 2013, from http://www.yum.com/annualreport/pdf/2012yumAnnReport.pdf Zukin, S., & Maguire, J.S. (2004).  Consumers and Consumption, Annual Review of Sociology, 30, 173-197. doi:10.1146/annurev.soc.30.012703.110553 https://jbrmr.com/cdn/article_file/i-17_c-153.pdf Javier Castillo Customer service customer satisfaction fast food attitudinal loyalty behavioral loyalty Central America. 601069 69 0

154 https://jbrmr.com/details&cid=154 2014-06-02 Due to inadequate initial allocation of supply, retail organizations are usually confronted with markdowns during a sales season. In this article the apparent paradox between the traditional Law of Demand and retailing pricing is solved. Through the use of Survival Analysis, as is commonly used in Biomedical Research, a framework is developed for determining optimal price paths in a retail context. When thought of in analogy to birth and death processes, sell through curves can be seen as life cycles of retail goods and can be applied in Revenue Optimization. We show that two significant events in calendar time exist: the moment a probable markdown occurs and the instance the underlying good is sold. Next, we apply convolution to define the markdown point in calendar time and estimate the price elasticity with an exhaustive search yielding the markdown moment that optimizes revenue Aalen, O. O. et al., 2009. History of applications of martingales in survival analysis. Journal Électronique d'Histoire des Probabiltés et de la Statistique, Volume 5, pp. 1-28. Flemming, T. R. & Harrington, D. P., 2005. Counting Processes and Survival Analysis. sl:Wiley. Gill, R. D., 1984. Understanding Cox's regression model: A martingale approach. Journal of the American Statistical Association, Volume 79, pp. 441-447. Gjessing, H. K., Aalen, O. O. & Borgan, O., 2008. Survival and Event History Analysis: A Process Point of View. sl:Springer Verlag. Gosavi, A., 2003. Simulation-Based Optimization: Parametric Optimization Techniques and Reinforcement Learning. sl:Kluwer Academic Publishers. Kalbfleisch, J. D. & Prentice, R. L., 2002. The Statistical Analysis of Failure Time Data. sl:Wiley Interscience. Liberzon, D., 2012. Calculus of Variations and Optimal Control Theory: A Concise Introductioin. sl:Princeton University Press. Shreve, S. E., 2004. Stochastic Calculus for Finance II, Continuous-Time Models. sl:Springer. SPSS Inc. , 2010. IBM SPSS Statistics 19 Algorithms. sl:sn Therneau, T. M. & Grambsch, P. M., 2000. Modeling survival data: extending the Cox model. sl:Springer verlag. Tijms, H. C., 2003. A first Course in Stochastic Models. sl:John Wiley & Sons, Ltd.. Zhang, D., 2005. Analysis of Survival Data, lecture notes. [Online]  Available at: http://www4.stat.nscu.edu/%7Edzhang2/st754/chap~.pdf https://jbrmr.com/cdn/article_file/i-17_c-154.pdf Rudi Meijer Michael Pieffers Sandjai Bhulai Survival analysis sell through regression convolution markdowns optimal revenue. 605450 60 0

155 https://jbrmr.com/details&cid=155 2014-06-02 Despite much research on the product life cycle (PLC), little research was done on the determinants of the PLC patterns from the point of view of customer behavior and product innovation. Therefore, this study extends previous research on the product life cycle to answer the following question what are the effects of consumer preferences and product innovation on the product life-cycle patterns? In order to answer this question, this study surveys a convenience sample of 627 subjects in Taiwan by a self-developed questionnaire and adopts the multinomial logit model to analyze the sample data. The empirical results are showed as below： (1) The higher the level of customers’ preferences for functions of product was, the more probability the shape of product life cycle was “the innovation-ripe pattern”. (2)The higher the level of product innovation was, the more probability the shape of product life cycle was “the classical-pattern”. (3)The higher the level of interaction between product innovation and customers’ preferences for economy of product, the more probability the shape of product life cycle was “the cycle-recycle pattern”. Benner, M. J. and Tushman, M. L. (2003). Exploitation, exploration, and process management: the productivity dilemma revisited, Academy of Management Review, 28(2): 238-256. Bisbe, J., and Otley, D. (2004). The effects of the interactive use of management control systems on product innovation, Accounting, Organizations and Society, 29(8): 709-737. Blackwell, D. R., Miniard, P. W. and Engel, J. F. (2001). Consumer Behavior, 9th  edition, Harcourt, Inc. Brentani, U. (2001). Innovative versus Incremental new business services: different keys for achieving success, Journal of Product Innovation Management, 18(3): 169-187 Calantone, R. J., Chen, K., and Cui, A. S. (2006). Decomposing product innovativeness and its effects on new product success, Journal of Product Innovation Management, 23(5): 408-421. Cohen, M. A. and Whang, S. (1997).Competing in Product and Service: A Product Life-Cycle Model. Management Science, 43(4): 545-545. Cooper, R. G. (1994), New Products: The Factors that Drive Success. International Marketing Review, 11(1): 60-76. David, R.R., Dianne, M. R., and Harold, W. F. (1999). Financial Management and Planning with the Product Life Cycle Concept. Business Horizons. 42(5): 5-14. David R. (2005). Product Innovation- Leading Change through Integrated Product Development, Cambridge University Press, Cambridge, UK. Day, G. S. (1994), The Capabilities of Market-Driven Organizations, Journal of Marketing, 58(1): 37-52. Ewing, M. T. (2000). Brand and Retail Loyalty: Past Behaviour and Future Intentions, Journal of Product and Brand Management, 9(2): 120-127. Gallouj, F. and Weinstein, O. (1997). Innovation in services, Research Policy, 26(4-5): 537-556. Greene, W. H. (1997). Econometric Analysis. New Jersey, Prentice-Hall. Gruner and Homburg (2000). Does customer interaction relationship enhance new product success?, Journal of the Business Research, 49(1):1-14. Herrmann, A., Lan, X., Kent, M., and Frank, H. (2007). The Influence of Price Fairness on Customer Satisfaction: An Empirical Test in the Context of Automobile Purchases, Journal of Product and Brand Management, 16(1): 49-58. Holak, S. L. (1988). Determinants of Innovative Durables Adoption and Empirical Study with Implications for Early Product Screening. Journal of Product Innovation Management,. 5(1): 50-69. Jordan P.Yale. (1964). “The Strategy of Nylon's Growth.” Modern Textiles Magazine, February, pp.32. Kolter, P. (2000). Marketing Management, 10th ed., Prentice Hall. Potts, G. W. (2010). Exploit Your Product's Service Life Cycle.Harvard Business Review, 66(5): 32-35. Norton, F. (1987). The Coase Theorem and Sub optimization in Marketing Channels” Marketing-Science, 6(3): 268-285 Rink, D. R. and Swan, J. E. (1979). Product Life Cycle Research-A Literature Review, Journal of Business Research, 7(3): 219-242. Rochford, L. (1991). Generating and Screening New Product Ideas, Industrial Marketing Management, 20(4): 287-296. Rogers, E. M. (1983). Diffusion of Innovations, New York: Free Press.  Schiffman, L. G. and L. L. Kanuk (2000), Consumer Behavior, 7th ed., Prentice Hall, Inc. New Jersey. Wasson Chester R. (1968). “How Predictable Are Fashion and Other Product Life Cycles? ”, Journal of Marketing, 22: 36-48, July. Zheng Z. K., Yim, C. K. and Tse, D. K. (2005). The effects of strategic orientations on technology and market-based breakthrough innovations, Journal of Marketing, 69(2): 42-60. https://jbrmr.com/cdn/article_file/i-17_c-155.pdf Shin-Tien Chen Bao-Guang Chang Consumer Preference Product Innovation the Product Life-Cycle Pattern 586750 52 0

156 https://jbrmr.com/details&cid=156 2014-06-02 In a context of generalized economic recession consumers turn to cheaper foodstuffs and discounters expand their market share at the expense of conventional food retailers. Discounter’s international expansion is proceeding in many locations simultaneously, with varying results. There are several success stories but international expansion not infrequently ends in failure and withdrawal from the foreign market. Quite recently, at the end of 2010, the German discounter Aldi withdrew from Greece abandoning an ambitious investment programme.The aim of this paper is to investigate the crucial factors behind the recent withdrawal of the Aldi discount chain from Greece. Ccompany sources have placed unilateral emphasis on the external environment and encourage the idea that all have to do with the unfavorable external conditions. However ex post scrutiny of Aldi’s investment programme in Greece reveals a number of mistaken appraisals and unfortunate choices which took place during the phases of preparation and implementation of the investment. It is argued that, among other factors, overestimation of the size and potential of the domestic discounters’ market and incoherent elaboration of the network of retail outlets were largely responsible for the failure of the undertaking. Aftenposten (17/02/2002) “German chain hits barriers in Norway”, at  http://www.aftenposten.no/english/local/article457367.ece Aftenposten (26/06/2006) “Business has a bad image” at  http://www.aftenposten.no/english/business/article1367576.ece Alexander, N. and Quinn, B. (2002) “International retail divestment”, International Journal of Retail and Distribution Management, 30:2, pp. 112-125 Alexander, N., Quinn, B. and Cairns, P. (2005) “International retail divestment activity”, International Journal of Retail and Distribution Management, 33:1, pp. 5-22. Aoyama, Y. (2007) “Oligopoly and the structural paradox of retail TNCs: an assessment of Carrefour and Wal-Mart in Japan”, Journal of Economic Geography, 7, pp.471-490. BBC Business (20/11/2008) Pinch helps discount supermarkets, at  http://news.bbc.co.uk/2/hi/business/7739606.stm Bradley, S. & Chemawat, P. (2002) “Wal*Mart Stores, Inc.” Harvard Business School Working Paper Series: 9-794-024.  Burch,L. & Lawrence, G. (2007) “Supermarket own brands, new foods and reconfiguration of agri-food supply chains”, in  J. Lawrence & D. Burch (eds.) (2007) Supermarkets and Agri-food Supply Chains, pp.100-28. Burt, S. (2010) “Retailing in Europe:20 years on”, The International Review of Retail, distribution and Consumer Research, 20:1, pp.9-27. Burt, S., Dawson, J. and Sparks, L. (2004) “The International Divestment Activities of European Grocery Retailers”, European Management Journal, 22:5, pp.483-492. Chemawat, P. (2001) “Distance still matters: The hard reality of global expansion”, Harvard Business Review, 09/2001:137-147. Christopherson, S. (2007) “Barriers to “US style” lean retailing: the case of Wal-Mart’s failure in Germany”, Journal of Economic Geography, 7, pp.451-469. Coe, N. and Wringley, N. (2007) “Host economy impacts of transnational retail: the research agenda”, Journal of Economic Geography, 7: 433-450. Colla, E. (2003) “International expansion and strategies of discount grocery retailers: the winning models”, ”International Journal of Retail and Distribution Management, 31:1, pp.55-66. Dawson, M. (12/03/2010) “German discounters turn cannibal”, at http://www.german-retail-blog.com/2010/03/12/german-discounters-turn-cannibal/ Dawson, M. (10/06/2010) “Talk with Biendroka”, at http://www.german-retail-blog.com/2010/06/10/talk-with-biedronka/ Dawson, M. (23/07/2010) “Aldi quits Greece”, at http://www.german-retail-blog.com/2010/07/23/aldi-quits-greece/ Deloitte (2009) “Feeling the squeeze: Global Powers of retailing 2009”, at www.deloitte.com/consumerbusiness Denstadli, J.M., Lines, R. & Gronhaug, K. (2004) “First mover advantages in the discount grocery industry”, European Journal of Marketing, v.37:7/8, pp.872-84. Fernie, J. and Arnold, S. (2002) “Wal-Mart in Europe: prospects for Germany, the UK and France”, International Journal of Retail and Distribution Management, 30:2, pp.92-102. Guy, C.M. (2001) “Internationalization of large format retailers and leisure providers in Western Europe: planning and property impacts”, International Journal of Retail and Distribution Management, v.29, pp.452-61 Hanf, J. and Dautzenberg, K. (2009) “Retail internationalization as a driver of global developments: the example of Central and Eastern Europe”, in Lindgreen, A and Hingley, M. (eds.) The new cultures of food: marketing opportunities from ethnic, religious and cultural diversity, Gower, pp. 89-103. Hel.Stat. (Hellenic Statistical Authority) (2008) Income and Expenditure of Households, 2008  Survey, Athens: Hel. Stat. Publications. Isotimia (30/05/2009) “Empargo to Greek products by Lidl” at http://www.isotimia.gr/default.asp?pid=21&la=1&artid=73230&catid=6&pg=3  (in greek) Kathimerini (09/12/2006) “Discount Super Market: Discount chains are growing” at http://news.kathimerini.gr/4dcgi/_w_articles_economyepix_877203_09/12/2006_208237  (in greek). Kathimerini (14/08/2010)”The main causes that led to the Greek ‘wreck’ of Aldi”, at http://news.kathimerini.gr/4dcgi/_w_articles_economyepix_1_14/08/2010_411446 (in Greek) Skordili, S. (2013) «Economic Crisis as a Catalyst for Food Planning: the case of Athens», International Planning Studies, v.13 (1): 128-141. Skordili, S. (2012) “Economic crisis and intensity of spatial inequality: Spatial strategies of the major grocery retail groups operating in Greece”, Aeihoros Journal, (17): 82-105, (in Greek). The Economist (02/06/2011) “Spanish aisles: why a low-price retailer is thriving”, at http://www.economist.com/node/18775460 The Economist (08/07/2010) “Getting Germans to open their wallets is hard” at http://www.economist.com/node/16542846 The Economist (14/08/2008) “The Germans are coming: Germany’s “hard discount” model of supermarket retailing is spreading in Europe”, at http://www.economist.com/node/11920665 The Economist (23/06/2011) “Businesses are learning to serve the growing number of hard-up Americans” at http://www.economist.com/node/18863898  The Economist (24/09/2009) “European family firms in the recession” at http://www.economist.com/node/14517406 The Economist (28/04/2009) “Austerity chic: Grocers will suffer in a new era of parsimony” at http://www.economist.com/node/13566033 To Vima (06/09/1998) “The grocers’ war”, Δ8,  (in greek). To Vima (20/08/2006) “ The war between conventional and discount chains is getting tougher”, at http://tovima.dolnet.gr/print_article.php?e=B&f=14843&m=D07&aa=1  (in Greek). To Vima (05/11/2006) “2.5 bil. euros the annual revenues of the...greengrocer”, Δ9, (in greek). To Vima (05/10/2007) “Dia” and “your good neighbour”, at http://tovima.dolnet.gr/print_article.php?e=B&f=12449&m=D12&aa=2  (in greek). To Vima (11/10/2009) “In which way Lidl penetrated the greek retailing”, at http://www.tovima.gr/default.asp?pid=2&ct=19&artid=293360&dt=11/10/2009#ixzz0myeVcDdp (in greek) Tsireka, L. (18/11/2008) “Aldi stores are packed” at http://www.makthes.gr/news/economy/28462/ (in greek). Wortmann, M. (2003) “Structural change and Globalization of the German Retail Industry”, Wissenschaftszentrum Berlin fur Sozialforschung, Discussion Paper SP II 2003-202b, 10/2003.  https://jbrmr.com/cdn/article_file/i-17_c-156.pdf Sophia Skordili Grocery retail discount chains international divestment Aldi Greece 574554 55 0

157 https://jbrmr.com/details&cid=157 2014-06-02 There has been large scale gold mining in Ghana for at least the last one hundred years. The mining companies with the passage of time have moved from being concerned only with profit making to ‘doing well by doing good’. For some years now the gold mining companies have made some contributions to the communities in which they work. This study focused on the corporate social responsibility activities of these companies with respect to the governance structure put in place and the funds allocated for such activities. The study found that the Ghana Chamber of Mines in reporting the expenditure its members made on corporate social responsibility activities added cost elements which do not qualify to be referred to as corporate social responsibility. The funds set aside for social corporate responsibility were very small and could not bring about a meaningful change in the communities. Also, the companies operated various governance modules with different levels of community participation. The study recommends among others that the Ghana Chamber of Mines establishes a CSR Index to encourage its members to do more in that area. There is also the need for more transparency in the accounting of CSR expenditures. The companies are also to allocate more funds for social corporate responsibility. Adamus Resources Ltd. (2010) Community Social Responsibility Update, Perth,     Western Australia, Friday, 5 November 2010. Boon, E.K., Ababio, F. (n.d) Corporate Social Responsibility in Ghana: Lessons from the Mining Sector, not dated. Rionda, Z.L., Baird V., Kramer, Christina, Wofford, D. (2002) What Is Corporate Social Responsibility? 8 Questions & Answers, Catalyst Consortium, July 2002. Commission of the European Communities, (2001) Promoting a European Framework for Corporate Social Responsibilities, COM 366 final, Brussels. Asian-Oceanian Computing Industry Organization, (2004) Corporate Social Responsibility, ASOCIO Policy Paper, June 2004, Draft National Mining Policy of Ghana, 2010 Ghana National Commission for UNESCO, not dated. Hilson, G. (2001) A Contextual Review of the Ghanaian Small-scale Mining Industry, Imperial College Centre for Environmental Technology, London, UK, September 2001, No. 76 Hill, G., Potter, C. (2005) Structural Adjustment and Subsistence Industry: Artisanal Gold Mining in Ghana, Development and Change, Institute of Social Studies, 2005 http:// www.citifmonline.com/index.php?id=1.386972 assessed 6th May, 2013 http://goldprice.org/ assessed on 23rd October, 2011 http://www.adamusresources.com.au, assessed on 20th October, 2011 http://www.goldfields.co.za/, assessed on 22nd October, 2011 http://www.gsr.com/, assessed on 22nd October, 2011 http://www.kinross.com/operations/operation-chirano-ghana.aspx, assessed on 22nd October, 2011 http://www.newmont.com, assessed on 20th October, 2011 http://www.wealthdaily.com/articles/gold-mining-production-costs/2201, assessed on 23rd October, 2011 Idowu, S.O. and Papasolomou, I. (2007) Are the corporate social responsibility matters based on good intentions or false pretences? An empirical study of the motivations behind the issuing of CSR reports by UK companies, Corporate Governance, Vol. 7 No. 2 2007, pp. 136-147  Mining Journal Special Publication – Ghana   March 2010 Newmont Mining Corporation, (2009) Community Relationship Review, Global Summary Report, March 2009 Porter, M.E. and Kramer, M.R. (2006) Strategy and Society; The link between Competitive Advantage and Corporate Social Responsibility, Harvard Business Review, Harvard Business School Publishing Corporation The Ghana Chamber of Mines, Factoid 2008 The Ghana Chamber of Mines, Factoid 2011 The Ghana Chamber of Mines, Performance of the Mining Industry in 2009 The Ghana Chamber of Mines, Publish what you Pay – 2008 State Lands Act, Act 125 Zhang, F. (2008) Corporate Social Responsibility in Emerging Markets: The Role of Multinational Corporations, The Foreign Policy Centre, 2008. https://jbrmr.com/cdn/article_file/i-17_c-157.pdf Benedict Arko corporate social responsibility gold mining companies gold production Ghana 583973 71 0

158 https://jbrmr.com/details&cid=158 2014-06-02 To maintain a competitive advantage, firms are increasingly regarding customer-perceived value as a vital factor in creating new service methods. Customer advocacy presents a cascade of stages, from the operating strategy and delivery system of the company to the customer's perception of service quality. After reviewing related literature, this research identified the antecedents of customer advocacy affecting the customers, and explored the effect of customer advocacy on customer perceived value, taking customer trust and satisfaction as the intervening construct. We formulated six hypotheses. Data were collected from 388 usable questionnaires, which had been completed by customers for Taiwanese telecommunication firms. The hypotheses were tested with respondent-sample data by using a structural equation model. The results indicated that customer advocacy directly and positively relates to customer trust and satisfaction, customer trust and satisfaction directly and positively relate to customer perceived value, and customer empowerment and organizational innovation directly and positively relate to customer advocacy. Achrol, R. and Kotler, P. (1999), “Marketing in the network economy”, Journal of Marketing, Vol. 63, pp. 146-63. Anderson, J. C., and Gerbing, D. W. (1988), “Structural equation modeling in practice: a review and recommended two-step approach”, Psychological Bulletin, Vol. 103(3), pp. 411-423. Baker, S. L. (2003), New consumer marketing: managing a living demand system, John Wiley & Sons, Chichester. Bowman, C. and Ambrosini, V. (2000), “Value creation versus value capture: towards a coherent definition of value in strategy”, British Journal of Management, Vol. 11(1), pp. 1-15. DeSarbo, W. S., Jedidi, K., and Sinha, I. (2001), “Customer value analysis in a heterogeneous market”, Strategic Management Journal, Vol. 22( 9), pp. 845-857. Hamel, G. (2007), The future of management. Boston: Harvard Business School Press. Hatcher, L. (1998), A step-by-step approach to using the SAS system for factor analysis and structural equation modeling, 3rd, SAS Institute Inc. Hult, G. T., Hurley, R. F., and Knight, G. A. (2004), “Innovativeness: its antecedents and impact on business performance”, Industrial Marketing Management, Vol. 33(5), pp. 429-438. Hurley, R. F. and Hult, G. T. M. (1998), “Innovation, market orientation, and organizational learning: an integration and empirical examination”, Journal of Marketing, Vol. 62(3), pp. 42-54.  Ind, N. and Riondino, M.C. (2001), “Branding on the web: a real revolution?”, Brand Management, Vol. 9(1), pp. 8-19. Joreskog, K. G., and Sorbom, D. (1993), LISREL8: user's reference guide, Chicago, IL: Scientific Software International. Lambert, D. and Harrington, T. (1990), “Measuring non-response bias in mail surveys”, Journal of Business Logistics, Vol. 11(2), pp. 5-25. Lawer, C. and Knox, S. (2006), “Customer advocacy and brand development”, Journal of Product & Brand Management, Vol. 15 (2), pp. 121-129.  Lepak, P. D., Smith, K. G., and Taylor, S. M. (2007), “Value creation and value capture: a multilevel perspective”, Academy of Management Review, Vol. 32(1), pp. 180-194. Lessler, J. T. and Kalsbeek, W. D. (1992), Non-sampling error in surveys, New York: Wiley. Martelo, S., Barroso, C., and Cepeda, G. (2011), “Creating dynamic capabilities to increase customer value”, Management Decision, Vol. 49(7), pp. 1141-1159. McKenna, R. (2002), Total access - giving customers what they want in an anytime, anywhere world, Harvard Business School Publishing, Boston, MA. Morgan, R. M. and Hunt, S. (1994), “The commitment-trust theory of relationship marketing”, Journal of Marketing, Vol.58, pp.20-38. O’Cass, A. and Ngo, L. V. (2011), “Achieving customer satisfaction in services firms via branding capability and customer empowerment”, Journal of Service Marketing, Vol. 25(7), pp. 489-496. Payne, A. and Holt, S. (2001), “Diagnosing customer value: integrating the value process and relationship marketing”, British Journal of Management, Vol. 12(2), pp. 159-182. Pitt, L. F., Berthon, P. R., Watson, R. T., and Zinkhan, G. M. (2002), “The internet and the birth of real consumer power”, Business Horizons, Vol. 45(4), pp. 7-14. Ramani, G. and Kumar, V. (2008), “Interaction orientation and firm performance”, Journal of Marketing, Vol. 72 (1), pp. 27-45. Sa´nchez, R., Iniesta, M. A., and Holbrook, M. B. (2009), “The conceptualisation and measurement of consumer value in services”, International Journal of Market Research, Vol. 51(1), pp. 93-113. Sheth, J. N., Sisodia, R.S., and Sharma, A. (2000), “The antecedents and consequences of customer-centric marketing”, Journal of the Academy of Marketing Science, Vol. 28(1), pp. 55-66. Smith, J. B. and Colgate, M. (2007), “Customer value creation: a practical framework”, Journal of Marketing Theory & Practice, Vol. 15(1), pp. 7-23. Srivastava, R. K., Fahey, L., and Christensen, H. K. (2001), “The resource-based view and marketing: the role of market-based assets in gaining competitive advantage”, Journal of Management, Vol. 27(6), pp.777-802. Sweeney, J. C. and Soutar, G. N. (2001), “Consumer perceived value: the development of a multiple item scale”, Journal of Retailing, Vol. 77, pp. 203-220.  Sweeney, J. C., Soutar, G. N., and Johnson, L. W. (1999), “The role of perceived risk in the quality-value relationships: a study in retail environment”, Journal of Retailing, Vol. 75(1), pp. 77-105.  Teece, D. J. Pisano, G., and Shuen, A. (1997), “Dynamic capabilities and strategic management”, Strategic Management Journal, Vol. 18(7), pp. 509-533. Ulaga, W. and Eggert, A. (2006), “Value-based differentiation in business relationships: gaining and sustaining key supplier status”, Journal of Marketing, Vol. 70(1), pp. 119-136. Urban, G. L. (2004), “The emerging era of customer advocacy”, MIT Sloan Management Review, Vol. 45(2), pp. 77- 82.  Wathieu, L., Brenner, L., Carmon, Z., Chattopadhyay, A., Drolet, A., Gourville, J., Muthukrishan, A.V., Novemsky, N., Ratner, R.K., Wertenbroch, K. and Wu, G. (2002), “Consumer control and empowerment: a primer”, Marketing Letters, Vol. 13(3), pp. 297-305. Wind, J. and Rangaswamy, A. (2001), “Customerization: the next revolution in mass customization”, Journal of Interactive Marketing, Vol. 15(1), pp. 13-32. Yeh, Y. P., “Exploring the antecedents and consequences of customer advocacy orientation”, The Business & Management Review, Vol. 3(4), pp, 33-43. Zeithaml, V. A. (1988), “Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence”, Journal of Marketing, Vol. 52(July), pp. 2-22. Zimmerman, M. A. and Rappaport, J. (1988), “Citizen participation, perceived control, and psychological empowerment”, American Journal of Community Psychology, Vol. 16(5), pp. 725-750.    https://jbrmr.com/cdn/article_file/i-17_c-158.pdf Ying-Pin Yeh Customer perceived value customer advocacy customer empowerment organizational Innovation. 567560 78 0

159 https://jbrmr.com/details&cid=159 2014-06-02 The principal aim of this research paper is to investigate the factors that influence customer satisfaction in respect of the services rendered by Vodacom in Gauteng province of South Africa. In view of this, the researcher carried out an empirical investigation on those factors that can influence customer satisfaction. The findings of this research analysis confirmed the following: Firstly, the research shows that there is a relationship between customer`s perceived quality and the level of satisfaction. Secondly, the research confirmed that there is a relationship between customer loyalty and the level of satisfaction in the services offered by Vodacom. Thirdly, it was also confirmed that there is a relationship between Vodacom corporate image and the level of customer satisfaction. Fourthly, this research confirmed that there is a relationship between customer complaints handling techniques by Vodacom and the level of customer satisfaction. Conclusively, this research finally developed a model on how the above factors can be integrated so as to increase customer`s level of satisfaction in the use of Vodacom services in Gauteng province of South Africa. Agyepon, Irene et.al (2004) “Health worker (internal customer) satisfaction and motivation in the public sector in Ghana”, International Journal of Health Planning and Management, vol. 19, pp. 319 – 336 Ahmed, R. And Buttle, F. 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160 https://jbrmr.com/details&cid=160 2014-06-02 The purpose of this paper is to explore the relationship among corporate image and reputation, service quality, customer satisfaction and customer loyalty through a case analysis on one of the biggest Egyptian company. A structured questionnaire was developed. The hypotheses were simultaneously tested on a sample of 650 customers out of 800 distributed, giving a response rate of 81.25 per cent. Several analytical techniques were used to assess the relationships among the variables under investigation such as Pearson correlation, chi-square, and multiple linear regressions. Hierarchical regression was used to assess the mediating role. The findings of this study have shown significant relationships among the variables under investigation. It is imperative to explore how an international company can effectively and efficiently work in the Egyptian culture gaining their customers satisfaction and loyalty. 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