Contemporary business 2003

목차 (Table of Contents)

• CONTENTS
• PROLOGUE : JUMP - STARTING YOUR BUSINESS CAREER = XLIII
• PART Ⅰ BUSINESS IN A GLOBAL ENVIRONMENT = 3
• CHAPTER 1 Business : Blending People, Technology, and Ethical Behavior = 4
• Chapter Overview = 6
• What Is Business? = 7
• Not-for-Profit Organizations = 8
• Factors of Production = 11
• The Private Enterprise System = 13
• Basic Rights within the Private Enterprise System = 14
• The Entrepreneurship Alternative = 14
• Six Eras in the History of Business = 16
• The Colonial Period = 16
• The Industrial Revolution = 16
• The Age of the Industrial Entrepreneur = 17
• The Production Era = 17
• The Marketing Era = 18
• The Relationship Era = 19
• Managing the Technology Revolution = 20
• The Internet = 21
• From Transaction Management to Relationship Management = 24
• Strategic Alliances and Partnerships = 25
• Creating Value through Quality and Customer Satisfaction = 25
• Competing in a Global Market = 26
• Productivity : Key to Global Competitiveness = 27
• Developing and Sustaining a World-Class Workforce = 29
• Preparing for Changes in the Workforce = 29
• Reaping the Benefits of Diversity = 33
• Wanted : A New Type of Manager = 34
• Importance of Vision = 34
• Importance of Critical Thinking and Creativity = 34
• Ability to Steer Change = 36
• Managing Ethics and Social Responsibility = 36
• Why Study Business? = 38
• What's Ahead = 39
• Summary of Learning Goals = 39
• Business Terms You Need to Know = 40
• Review Questions = 41
• Questions for Critical Thinking = 41
• Experiential Exercise = 41
• Nothing but Net = 42
• Video Case 1／Meet the Geeks = 43
• Opening Vignette : Surviving the Aftermath of Terror = 5
• Business Hits and Misses : UPS Had a Backup Plan = 10
• Clicks and Mortar : Technology Improves Airport Security = 21
• Clicks and Mortar : Relationship versus Terrorism : Which Is Stronger? = 23
• Solving an Ethical Controversy : The American Red Cross : Where Should the Money Go? = 37
• CHAPTER 2 Achieving Business Success by Demonstrating Ethical Behavior and Social Responsibility = 44
• Chapter Overview = 46
• Concern for Ethical and Societal Issues = 46
• Individual Business Ethics = 47
• Development of Individual Ethics = 48
• On-the-Job Ethical Dilemmas = 48
• How Organizations Shape Ethical Conduct = 51
• Ethical Awareness = 51
• Ethical Reasoning = 52
• Ethical Action = 52
• Ethical Leadership = 54
• Controlling Business Behavior through Government Regulation = 54
• Regulation of Competition = 57
• Consumer Protection = 58
• Deregulation = 58
• Government Regulation of Cyberspace = 59
• Acting Responsibly to Satisfy Society = 60
• Responsibilities to the General Public = 61
• Responsibilities to Customers = 67
• Responsibilities to Employees = 69 .
• Responsibilities to Investors and the Financial Community = 74
• What's Ahead = 75
• Summary of Learning Goals = 75
• Business Terms You Need to Know = 76
• Review Questions = 77
• Questions for Critical Thinking = 77
• Experiential Exercise = 77
• Nothing but Net = 78
• Video Case 2／Equal Exchange Strives for Equality Through Fair Trade = 80
• Opening Vignette : Calling All Reserves = 45
• Clicks are Mortar : Cantor Fitzgerald : How Not to Deal with a Crisis = 50
• Business Hits and Misses : Monsanto : A Company Haunted by Its Past - and Its Present = 53
• Solving an Ethical Controversy : Misleading Practices in the Cellphone Industry = 55
• Clicks and Mortar : Internet Security : Protecting All Stakeholders = 71
• CHAPTER 3 Economic Challenges Facing Global and Domestic Business = 82
• Chapter Overview = 84
• Microeconomics : The Forces of Demand and Supply = 85
• Factors Driving Demand = 85
• Factors Driving Supply = 88
• How Demand and Supply Interact = 90
• Macroeconomics : Issues for the Entire Economy = 91
• Capitalism : The Private Enterprise System and Competition = 92
• Planned Economies : Communism and Socialism = 96
• Mixed Market Economies = 97
• Evaluating Economic Performance = 98
• Flattening the Business Cycle = 98
• Productivity and the Nation's Gross Domestic Product = 100
• Price-Level Changes = 100
• Employment Levels = 103
• Relative Economic Freedom = 103
• Managing the Economy's Performance = 104
• Monetary Policy = 104
• Fiscal Policy = 104
• The U.S. Economy : On a Downhill Slide = 106
• Global Economic Challenges of the $${21}^{st} Century = 109
• The Shift toward a Global Information Economy = 109
• Effect of an Aging Population = 110
• Improving Quality and Customer Service = 111
• Maintaining the Competitiveness of the Workforce = 112
• Creating a Long-Term Global Strategy = 113
• What's Ahead = 114
• Summary of Learning Goals = 114
• Business Terms You Need to Know = 115
• Review Questions = 116
• Questions for Critical Thinking = 116
• Experiential Exercise = 116
• Nothing but Net = 118
• Video Case 3／Burton Snowboards Takes Demand for a Ride = 119
• Opening Vignette : Automakers Attract Buyers with Rebates and Zero-Percent Financing = 83
• Clicks and Mortar : Ingram Micro Competes Online = 92
• Solving an Ethical Controversy : Public Funds and Sports Stadiums : Should They Meet? = 95
• Business Hits and Misses : How Safe Is Safe? = 101
• Business Hits and Misses : Rebuilding New York City = 108
• CHAPTER 4 Competing in Global Markets = 120
• Chapter Overview = 122
• Why Nations Trade = 122
• International Sources of Factors of Production = 123
• Size of the International Marketplace = 124
• Major World Markets = 126
• Absolute and Comparative Advantage = 129
• Measuring Trade Between Nations = 130
• Major U.S. Exports and Imports = 131
• Exchange Rates = 132
• Barriers to International Trade = 134
• Social and Cultural Differences = 134
• Economic Differences = 136
• Political and Legal Differences = 137
• Types of Trade Restrictions = 139
• Reducing Barriers to International Trade = 141
• Organizations Promoting International Trade = 141
• International Economic Communities = 143
• NAFTA = 143
• European Union = 144
• Going Global = 145
• Levels of Involvement = 145
• From Multinational Corporation to Global Business = 151
• Sources of Export Assistance = 152
• International Organization Structures = 152
• Independent Agents = 152
• Licensing Agreements = 153
• Branch Offices = 153
• Strategic Alliances = 154
• Direct Investment = 155
• Developing a Strategy for International Business = 155
• Global Business Strategies = 155
• Multidomestic Business Strategies = 156
• What's Ahead = 157
• Summary of Learning Goals = 157
• Business Terms You Need to Know = 159
• Review Questions = 159
• Questions for Critical Thinking = 159
• Experiential Exercise = 160
• Nothing but Net = 160
• Video Case 4／L.A. Eyeworks Has Its Sights on the World = 162
• Opening Vignette : Goodbye Francs and Lira, Hello Euro = 121
• Business Hits and Misses : Who's Crying for Argentina? = 128
• Clicks and Mortar : 7-Eleven Gives Convenience Stores a New Meaning = 149
• Clicks and Mortar : Sikorsky Flies around the World with Partners = 150
• Solving and Ethical Controversy : Can Coke Go Local in Europe? = 154
• PART Ⅱ STARTING AND GROWING YOUR BUSINESS = 165
• CHAPTER 5 Options for Organizing Small and Large Businesses = 166
• Chapter Overview = 168
• Most Businesses Are Small Businesses = 168
• What Is a Small Business? = 168
• Typical Small Business Ventures = 169
• Contributions of Small Business to the Economy = 172
• Creating New Jobs = 172
• Creating New Industries = 173
• Attracting New Industries = 173
• Advantages of a Small Business = 173
• Innovation = 174
• Superior Customer Service = 174
• Lower Costs = 175
• Filling Isolated Market Niches = 175
• Disadvantages of a Small Business = 176
• Management Shortcomings = 177
• Inadequate Financing = 178
• Government Regulation = 180
• Increasing the Likelihood of Business Success = 181
• Creating a Business Plan = 181
• Small Business Administration = 184
• Business Incubators = 185
• Large Corporations Assisting Small Businesses = 186
• Small-Business Opportunities for Women and Minorities = 187
• Women-Owned Businesses = 188
• Minority-Owned Businesses = 189
• The Franchising Alternative = 190
• The Franchising Sector = 190
• Franchising Agreements = 191
• Benefits and Problems of Franchising = 191
• Small Business Goes Global = 192
• Role of the Internet in International Expansion = 193
• Growth Strategies for Small Businesses = 193
• Alternatives for Organizing a Business = 193
• Sole Proprietorships = 194
• Partnerships = 195
• Corporations = 196
• Changing Legal Structures to Meet Changing Needs = 197
• Organizing and Operating a Corporation = 197
• Types of Corporations = 198
• The Incorporation Process = 198
• Corporate Management = 199
• Employee-Owned Corporations = 199
• Not-for-Profit Corporations = 200
• When Businesses Join Forces = 200
• Mergers and Acquisitions = 200
• Joint Ventures - Specialized Partnerships = 202
• Public and Collective Ownership = 203
• Public Ownership = 203
• Government-Owned Corporations = 203
• Customer-Owned Businesses : Cooperatives = 203
• What's Ahead = 203
• Summary of Learning Goals = 204
• Business Terms You Need to Know = 205
• Review Questions = 205
• Questions for Critical Thinking = 206
• Experiential Exercise = 206
• Nothing but Net = 206
• Video Case 5／Kid Stuff : At Corey & Co. Everyone Thinks Like Small Fry = 208
• Opening Vignette : Livewire : How One Small Company Survived September 11 = 167
• Business Hits and Misses : Lulu's Desserts : Fast Times in a Slow Economy = 172
• Clicks and Mortar : Two Moms Are Mothers to Many = 176
• Solving an Ethical Controversy : It's Dog-Eat-Dog in the Online Pet Supply Industry = 179
• Clicks and Mortar : Atkinson-Baker Inc. : Not Your Grandfather's Law Firm = 188
• CHAPTER 6 Starting Your Own Business : The Entrepreneurship Alternative = 210
• Chapter Overview = 212
• What Is an Entrepreneur? = 213
• Categories of Entrepreneurs = 214
• Reasons to Choose Entrepreneurship as a Career Path = 215
• Being One's Own Boss = 216
• Financial Success = 217
• Job Security = 218
• Quality of Life = 218
• The Environment for Entrepreneurs = 219
• Globalization = 219
• Education = 220
• Information Technology = 221
• Demographic and Economic Trends = 222
• Entrepreneurship around the World = 223
• The Influence of Entrepreneurs on the Economy = 224
• Innovation = 224
• Job Generation = 225
• Diversity = 225
• Characteristics of Entrepreneurs = 226
• Vision = 226
• High Energy Level = 227
• Need to Achieve = 227
• Self-Confidence and Optimism = 228
• Tolerance for Failure = 228
• Creativity = 229
• Tolerance for Ambiguity = 230
• Internal Locus of Control = 231
• Starting a New Venture = 232
• Selecting a Business Idea = 232
• Creating a Business Plan = 236
• Finding Financing = 237
• Intrapreneurship = 240
• What's Ahead = 241
• Summary of Learning Goals = 242
• Business Terms You Need to Know = 242
• Review Questions = 243
• Questions for Critical Thinking = 243
• Experiential Exercise = 243
• Nothing but Net = 243
• Video Case 6／Smart Business : Annie's Homegrown, Inc. = 245
• Opening Vignette : Afghanistan : The New Business Frontier = 211
• Clicks and Mortar : Wedding Channel.com Wants You To Say "I Do" = 222
• Solving an Ethical Controversy : Does the Buck Stop at the Top for Unethical Acts? = 229
• Business Hits and Misses : Terror and the Entrepreneur = 230
• Business Hits and Misses : Entrepreneur Dean Kamen's Got "It" = 234
• CHAPTER 7 Electronic Commerce : The Internet and Online Business = 246
• Chapter Overview = 248
• The Internet : Key to Business Success = 248
• How the Internet Works = 249
• Who's on the Net? = 250
• Using the Net's Four Functions = 251
• The Scope of Electronic Commerce = 256
• Profiting from E-Commerce = 257
• Business-to-Business Transactions Lead the Way = 258
• Business-to-Consumer Transactions Gain Ground = 261
• E-Commerce Challenges = 263
• Managing a Web Site : Doing Business on the Internet = 270
• Developing Successful Web Sites = 271
• Costs and Maintenance = 273
• Measuring Web Site Effectiveness = 273
• The Global Environment of E-Commerce = 275
• What's Ahead = 276
• Summary of Learning Goals = 276
• Business Terms You Need to Know = 277
• Review Questions = 278
• Questions for Critical Thinking = 278
• Experiential Exercise = 278
• Nothing but Net = 279
• Video Case 7／Terra Lycos : Go Get It! = 280
• Opening Vignette : Online Shopping Comes of Age = 247
• Clicks and Mortar : Who's Online, Who's Not? = 255
• Clicks and Mortar : FreeMarkets Brings the Gavel Down on Prices = 260
• Solving an Ethical Controversy : E-Commerce and Taxes : Should They Meet? = 265
• Business Hits and Misses : The Best Laid Plans May Go AOL = 269
• PART Ⅲ MANAGEMENT : EMPOWERING PEOPLE TO ACHIEVE BUSINESS OBJECTIVES = 283
• CHAPTER 8 Management, Leadership, and the Internal Organization = 284
• Chapter Overview = 286
• What Is Management? = 286
• The Management Hierarchy = 286
• Skills Needed for Managerial Success = 288
• Special Skills for Overseas Managers = 289
• Managerial Functions = 290
• The Need for Vision = 291
• The Importance of Planning = 292
• Types of Planning = 293
• Planning at Different Organizational Levels = 296
• The Strategic Planning Process = 297
• Defining the Organization's Mission = 297
• Assessing Competitive Position = 298
• Setting Objectives for the Organization = 301
• Creating Strategies for Competitive Differentiation = 302
• Implementation : Turning Strategy into Action = 303
• Monitoring and Adapting Strategic Plans = 303
• Managers as Decision Makers = 304
• Programmed and Nonprogrammed Decisions = 304
• How Managers Make Decisions = 304
• Managers as Leaders = 305
• Leadership Styles = 306
• Which Leadership Style Is Best? = 308
• Corporate Culture = 308
• Structure in Organizations = 309
• Departmentalization = 311
• Delegating Work Assignments = 312
• Types of Organization Structures = 314
• Comparing the Four Types of Organization Structure = 317
• What's Ahead = 317
• Summary of Learning Goals = 318
• Business Terms You Need to Know = 319
• Review Questions = 319
• Questions for Critical Thinking = 320
• Experiential Exercise = 320
• Nothing but Net = 321
• Video Case 8／SAS Institute : Leaders in the Field = 322
• Opening Vignette : A Tale of Two Leaders = 285
• Clicks and Mortar : Papa John's Pizza : The Ingredients for Success = 292
• Business Hits and Misses : What If You Were an Arab American Manager? = 294
• Clicks and Mortar : Household Finance Has Vision = 299
• Solving an Ethical Controversy : When the Going Gets Tough, Who Is Held Accountable? = 313
• CHAPTER 9 Human Resource Management and Motivation = 324
• Chapter Overview = 326
• Human Resource Management : A Vital Organizational Function = 326
• Human Resource Planning = 328
• Recruitment and Selection = 329
• Finding Qualified Candidates = 329
• Selecting and Hiring Employees = 329
• Orientation, Training, and Evaluation = 332
• Training Programs = 332
• Performance Appraisals = 335
• Compensation = 336
• Employee Benefits = 337
• Flexible Benefits = 338
• Flexible Work = 339
• Employee Separation = 340
• Downsizing = 340
• Outsourcing = 341
• Motivating Employees = 342
• Maslow's Hierarchy of Needs Theory = 343
• Motivating Employees through Job Design = 345
• Motivating Employees through Managers' Attitudes = 346
• Human Resources Concerns for the $${21}^{st} Century = 348
• Demographic Trends = 348
• Workforce Trends = 349
• Economic Trends = 350
• Work／Life Trends = 351
• What's Ahead = 352
• Summary of Learning Goals = 352
• Business Terms You Need to Know = 353
• Review Questions = 354
• Questions for Critical Thinking = 354
• Experiential Exercise = 354
• Nothing but Net = 355
• Video Case 9／Merrill Lynch Brings Work Home = 357
• Opening Vignette : Telecommuting Numbers Are on the Rise = 325
• Clicks and Mortar : TJX Takes Recruiting to the Maxx = 330
• Business Hits and Misses : E-tailers Learn the Value of the Question "May I Help You?" = 334
• Solving an Ethical Controversy : Who Works for Less Pay? = 338
• Business Hits and Misses : No Layoffs Make Good Business Sense = 342
• CHAPTER 10 Improving Performance through Empowerment, Teamwork, and Communication = 358
• Chapter Overview = 360
• Empowering Employees = 360
• Sharing Information = 361
• Sharing Decision - Making Authority = 362
• Linking Rewards to Company Performance = 363
• Teamwork = 364
• What Is a Team? = 365
• Team Characteristics = 367
• Team Size = 368
• Team Roles = 368
• Team Diversity = 369
• Teamwork in Small Organizations = 369
• The Process of Forming Teams = 370
• Stages of Team Development = 371
• Team Cohesiveness = 372
• Team Norms = 373
• Team Conflict = 373
• Styles of Conflict Resolution = 374
• The Importance of Effective Communication = 376
• The Process of Communication = 377
• Basic Forms of Communication = 378
• Communication within the Organization = 381
• Communicating in Teams = 383
• Communication Outside the Organization = 383
• Communication Technology = 386
• Benefits of Communication Technology = 388
• Challenges of Communication Technology = 388
• International Business Communication = 389
• What's Ahead = 391
• Summary of Learning Goals = 391
• Business Terms You Need to Know = 392
• Review Questions = 392
• Questions for Critical Thinking = 393
• Experiential Exercise = 393
• Nothing but Net = 393
• Video Case 10／Dunkin' Donuts and Hill／Holliday : A Sweet Relationship = 395
• Opening Vignette : The Virtual Touch Eases Fear of Flying = 359
• Clicks and Mortar : Levi's Deals with Team Conflicts = 375
• Solving an Ethical Controversy : The Press Release : Information or Misinformation? = 384
• Business Hits and Misses : Internet Customers Want Personalized Communication = 386
• Clicks and Mortar : VocalTec Communications Ltd : A Big Revolution from a Small Company = 387
• CHAPTER 11 Labor-Management Relations = 396
• Chapter Overview = 398
• Emergence of Labor Unions = 398
• Need for Labor Unions = 398
• History of U.S. Labor Unions = 399
• Local, National, and International Labor Unions = 401
• Labor Legislation = 403
• Union Security Provisions = 404
• Unfair Union Practices = 404
• The Collective Bargaining Process = 405
• How Employees Form a Union = 405
• Bargaining Patterns = 406
• Bargaining Zone = 407
• Union Contracts = 408
• Wage Adjustment in Labor Contracts = 408
• Settling Union-Management Disputes = 410
• Mediation = 410
• Arbitration = 411
• Grievance Procedures = 411
• Competitive Tactics of Unions and Management = 412
• Union Tactics = 412
• Management Tactics = 413
• The Trend toward Union-Management Cooperation = 414
• Employee-Management Relations in Nonunion Organizations = 415
• Grievance Programs for Nonunion Employees = 416
• Job Security in Nonunion Companies = 417
• Challenges Facing Organized Labor = 417
• Initiatives to Rebuild Unions = 418
• What's Ahead = 420
• Summary of Learning Goals = 421
• Business Terms You Need to Know = 422
• Review Questions = 423
• Questions for Critical Thinking = 423
• Experiential Exercise = 423
• Nothing but Net = 424
• Video Case 11／Writers Guild of America versus the Alliance of Motion Picture & Television Producers = 425
• Opening Vignette : Organized Labor Takes a Hit = 397
• Clicks and Mortar : Amazon.com Battles a New Challenger : Organized Labor = 407
• Business Hits and Misses : Andy Stern : A New Breed of Labor Leader = 411
• Business Hits and Misses : IBM Stumbles into a Union Vote = 420
• Solving an Ethical Controversy : Should College Athletes Organize - and Then Get Paid? = 421
• CHAPTER 12 Creating and Producing World - Class Goods and Services = 426
• Chapter Overview = 428
• Strategic Importance of the Production Function = 428
• Mass Production = 429
• Flexible Production = 430
• Customer-Driven Production = 431
• Team Concept = 431
• Production Processes = 432
• Technology and the Production Process = 432
• Robots = 433
• Computer-Aided Design and Computer-Aided Manufacturing = 435
• Flexible Manufacturing Systems = 435
• Computer-Integrated Manufacturing = 436
• The Location Decision = 437
• Tasks of Production Managers = 439
• Planning the Production Process = 439
• Determining the Facility Layout = 440
• Implementing the Production Plan = 442
• Controlling the Production Process = 446
• Manufacturing Resource Planning = 449
• Importance of Quality = 449
• Quality Control = 450
• ISO Standards = 451
• What's Ahead = 451
• Summary of Learning Goals = 452
• Business Terms You Need to Know = 453
• Review Questions = 453
• Questions for Critical Thinking = 453
• Experiential Exercise = 454
• Nothing but Net = 454
• Video Case 12／Vibe Production Goes Digital = 455
• Openning Vignette : The U.S. Textile Industry Goes South = 427
• Solving an Ethical Controversy : OSHA's Regulations Attempted to Ease the Pain of Workers = 434
• Clicks and Mortar : Big Macs on the Net? = 437
• Clicks and Mortar : Cessna Gets Independent = 444
• Business Hits and Misses : How Smart Are the New Smart Cars? = 450
• PART Ⅳ MARKETING MANAGEMENT = 457
• CHAPTER 13 Customer-Driven Marketing = 458
• Chapter Overview = 460
• What Is Marketing? = 460
• How Marketing Creates Utility = 461
• Evolution of the Marketing Concept = 461
• Emergence of the Marketing Concept = 462
• Delivering Added Value through Customer Satisfaction and Quality = 462
• Importance of Customer Satisfaction = 464
• Expanding Marketing's Traditional Boundaries = 465
• Not-for-Profit Marketing = 465
• Nontraditional Marketing = 466
• Developing a Marketing Strategy = 469
• Selecting a Target Market = 470
• Developing a Marketing Mix = 471
• Developing a Marketing Mix for International Markets = 472
• Marketing Research for Improved Marketing Decisions = 473
• Obtaining Marketing Research Data = 473
• Applying Marketing Research Data = 474
• Computer-Based Marketing Research Systems = 475
• Data Mining = 476
• Market Segmentation = 476
• How Market Segmentation Works = 477
• Segmenting Consumer Markets = 477
• Segmenting Business Markets = 482
• Buyer Behavior : Determining What Customers Want = 483
• Determinants of Consumer Behavior = 483
• Determinants of Business Buying Behavior = 484
• Steps in the Consumer Behavior Process = 485
• Creating, Maintaining, and Strengthening Marketing Relationships = 485
• Benefits of Relationship Marketing = 487
• Tools for Nurturing Customer Relationships = 487
• What's Ahead = 489
• Summary of Learning Goals = 490
• Business Terms You Need to Know = 491
• Review Questions = 492
• Questions for Critical Thinking = 492
• Experiential Exercise = 493
• Nothing but Net = 494
• Video Case 13／WBRU Listens to Its Customers = 495
• Opening Vignette : Brand America = 459
• Solving an Ethical Controversy : When Two Causes Collide : A Marketing Nightmare = 469
• Clicks and Mortar : Harry Potter : A New Hero for Kids - and Marketers - Everywhere = 479
• Business Hits and Misses : Mystery Shoppers Help Restore Shine to the Golden Arches = 484
• Clicks and Mortar : Williams-Sonoma Cooks Up Relationship Marketing on the Web = 490
• CHAPTER 14 Developing and Pricing Goods and Services = 496
• Chapter Overview = 498
• What Is a Product? = 498
• Focusing on Benefits = 498
• Services Are Products, Too = 499
• Customer Service as a Product = 499
• Warranties Are Important, Too = 500
• Classifying Consumer and Business Products = 500
• Categories of Consumer Products = 500
• Categories of Business Goods and Services = 501
• Categories of Services = 502
• Marketing Strategy Implications for Consumer and Business Products = 502
• The Product Life Cycle = 503
• Introduction = 503
• Growth = 504
• Maturity = 505
• Decline = 506
• Marketing Strategies for Stages in the Product Life Cycle = 507
• Product Lines and the Product Mix = 508
• New-Product Development = 509
• Product Development Strategies = 510
• Stages in New-Product Development = 511
• Product Identification = 513
• Brand Categories = 514
• Characteristics of an Effective Brand Name = 515
• Building Brand Loyalty and Brand Equity = 517
• Brand Loyalty = 517
• Brand Equity = 518
• Packages and Labels = 520
• Packaging = 520
• Labeling = 521
• Price in the Marketing Mix = 521
• Profitability Objectives = 521
• Volume Objectives = 522
• Pricing to Meet Competition = 522
• Prestige Objectives = 524
• How Prices are Determined = 525
• Price Determination in Practice = 525
• Breakeven Analysis = 526
• Alternative Pricing Strategies = 527
• Consumer Perceptions of Prices = 528
• Price-Quality Relationships = 528
• Psychological Pricing = 529
• What's Ahead = 530
• Summary of Learning Goals = 530
• Business Terms You Need to Know = 531
• Review Questions = 531
• Questions for Critical Thinking = 532
• Experiential Exercise = 532
• Nothing but Net = 533
• Video Case 14／Stride Rite Stays in Step with the Times = 534
• Opening Vignette : Xbox : The Next Best Thing from Microsoft = 497
• Business Hits and Misses : The Incredible Growth in DVD Sales = 518
• Clicks and Mortar : Starwood Hopes to Make Westin Brand New = 519
• Solving an Ethical Controversy : The Business of Auctioning Art Falls from Its Lofty Lair = 523
• Business Hits and Misses : Hoist the Sales! = 524
• CHAPTER 15 Distributing Goods and Services = 536
• Chapter Overview = 538
• Distribution Strategy = 538
• Types of Distribution Channels = 539
• Functions of Marketing Intermediaries = 542
• Wholesaling = 545
• Manufacturer-Owned Wholesaling Intermediaries = 545
• Independent Wholesaling Intermediaries = 546
• Retailer-Owned Cooperatives and Buying Offices = 547
• Retailing = 547
• Wheel of Retailing = 547
• Types of Retailers = 549
• Nonstore Retailers = 549
• Store Retailers = 552
• How Retailers Compete = 553
• Global Retailing = 558
• Distribution Strategy Decisions = 558
• Selecting a Distribution Channel = 559
• Selecting Distribution Intensity = 560
• Managing Distribution Channels = 561
• Logistics and Physical Distribution = 563
• Physical Distribution = 564
• What's Ahead = 569
• Summary of Learning Goals = 570
• Business Terms You Need to Know = 571
• Review Questions = 571
• Questions for Critical Thinking = 572
• Experiential Exercise = 572
• Nothing but Net = 573
• Video Case 15／There's Nothing Fishy about Success at Ipswich Shellfish = 574
• Opening Vignette : The Marines Learn Logistics by Studying the Wal-Mart Way = 537
• Business Hits and Misses : The World Bids Goodbye to Montgomery Ward = 548
• Clicks and Mortar : If the Shoe Fits, Nordstrom Will Deliver It to Your Door = 551
• Solving an Ethical Controversy : Do Slotting Fees Have a Place in the Private Enterprise System? = 563
• Business Hits and Misses : Subway : The Jared Factor = 565
• CHAPTER 16 Promoting Goods and Services Using Integrated Marketing Communications = 576
• Chapter Overview = 578
• Integrated Marketing Communications = 578
• Designing Effective Integrated Marketing Communications Programs = 579
• The Promotional Mix = 580
• Objectives of Promotional Strategy = 580
• Promotional Planning = 583
• Advertising = 584
• Types of Advertising = 585
• Advertising and the Product Life Cycle = 585
• Advertising Media = 587
• Sales Promotion = 594
• Consumer-Oriented Promotions = 594
• Trade-Oriented Promotions = 596
• Personal Selling = 597
• Sales Tasks = 597
• The Sales Process = 598
• Recent Trends in Personal Selling = 601
• Public Relations = 603
• Publicity = 604
• Promotional Strategies = 604
• Selecting a Promotional Mix = 604
• Pushing and Pulling Strategies = 605
• Ethics in Promotion = 606
• Puffery and Deception = 607
• Promotion to Children and Teens = 607
• Promotion in Public Schools and on College Campuses = 608
• What's Ahead = 609
• Summary of Learning Goals = 609
• Business Terms You Need to Know = 610
• Review Questions = 611
• Questions for Critical Thinking = 611
• Experiential Exercise = 611
• Nothing but Net = 612
• Video Case 16／Oxygen Media Breathes Life into Television = 613
• Opening Vignette : Nissan Pushes the Envelope - And It Bites Back = 577
• Clicks and Mortar : AFLAC Receives Recognition - and Sales - from TV Spokesduck = 588
• Solving an Ethical Controversy : Billboards : Are They Art or an Eyesore? = 592
• Business Hits and Misses : What Should Sponsors Do When Tragedy Strikes? = 593
• Clicks and Mortar : Sega's Dreamcast Has Pull with Consumers = 606
• PART Ⅴ MANAGING TECHNOLOGY AND INFORMATION = 615
• CHAPTER 17 Using Technology to Manage Information = 616
• Chapter Overview = 618
• Management Information Systems = 618
• Databases = 619
• Information Systems for Decision Making = 622
• Trends in Information Systems = 623
• Computer Hardware and Software = 627
• Types of Computer Hardware = 627
• Types of Software = 629
• How Computers Help Businesspeople = 630
• Word Processing = 631
• Desktop Publishing = 632
• Spreadsheets = 632
• Electronic Mail = 633
• Presentation Graphics = 634
• Multimedia and Interactive Media = 634
• Groupware = 635
• Intranets, Virtual Private Networks, and Broadband Technology = 635
• Protecting Information Systems = 638
• Computer Crime = 638
• Computer Viruses = 640
• Disaster Recovery and Backup = 642
• What's Ahead? = 642
• Summary of Learning Goals = 643
• Business Terms You Need to Know = 644
• Review Questions = 644
• Questions for Critical Thinking = 644
• Experiential Exercise = 645
• Nothing but Net = 646
• Video Case 17／IBM Takes ERP in New Directions = 647
• Opening Vignette : Wi-Fi, Anyone? = 617
• Clicks and Mortar : Finding Answers for Highsmith Managers = 620
• Clicks and Mortar : Got Questions? For Answers Go to the Oracle = 625
• Business Hits and Misses : How Did eToys Rise and Fall So Fast? = 626
• Solving an Ethical Controversy : Computer Crime : How Serious Is It? = 641
• CHAPTER 18 Understanding Accounting and Financial Statements = 648
• Chapter Overview = 650
• Users of Accounting Information = 650
• Accounting and the Environments of Business = 651
• Business Activities Involving Accounting = 652
• Accounting Professionals = 652
• Public Accountants = 652
• Management Accountants = 653
• Government and Not-for-Profit Accountants = 653
• The Accounting Process = 654
• The Impact of Computers and the Internet on the Accounting Process = 655
• The Foundation of the Accounting System = 656
• The Accounting Equation = 657
• Financial Statements = 659
• The Balance Sheet = 659
• The Income Statement = 659
• The Statement of Cash Flows = 662
• Financial Ratio Analysis = 664
• Liquidity Ratios = 664
• Profitability Ratios = 665
• Leverage Ratios = 666
• Activity Ratios = 666
• Budgeting = 667
• International Accounting = 669
• Exchange Rates = 669
• International Accounting Standards = 669
• What's Ahead = 671
• Summary of Learning Goals = 671
• Business Terms You Need to Know = 672
• Review Questions = 672
• Questions for Critical Thinking = 673
• Experiential Exercise = 673
• Nothing but Net = 673
• Video Case 18／Pizzeria Uno Serves Up Profits Nationwide = 675
• Opening Vignette : How Enron Came Undone = 649
• Solving an Ethical Controversy : Should Accounting Firms Advise Firms They Also Audit? = 654
• Clicks and Mortar : Finding Financial Information on Southwest Airlines = 657
• Business Hits and Misses : Not Paying Enough Attention to the Bottom Line = 662
• Clicks and Mortar : Preparing a Personal Budget for Anita Martinez = 670
• PART Ⅵ MANAGING FINANCIAL RESOURCES = 677
• CHAPTER 19 Financial Management and Institutions = 678
• Chapter Overview = 680
• The Role of the Financial Manager = 680
• The Financial Plan = 681
• Characteristics and Functions of Money = 682
• Characteristics of Money = 682
• Functions of Money = 684
• The Money Supply = 684
• Why Organizations Need Funds = 685
• Generating Funds from Excess Cash = 686
• Sources of Funds = 687
• Short-Term Sources of Funds = 688
• Long-Term Sources of Funds = 688
• The Financial System and Financial Institutions = 690
• Commercial Banks = 691
• Bank Regulation = 694
• Savings Banks and Credit Unions = 695
• Nondepository Financial Institutions = 696
• The Federal Reserve System = 697
• Organization of the Federal Reserve System = 697
• Check Clearing and the Fed = 697
• Monetary Policy = 698
• U.S. Financial Institutions : A Global Perspective = 699
• What's Ahead = 700
• Summary of Learning Goals = 700
• Business Terms You Need to Know = 701
• Review Questions = 702
• Questions for Critical Thinking = 702
• Experiential Exercise = 702
• Nothing but Net = 703
• Video Case 19／Tweeter Home Entertainment Group Fine-Tunes Its Finances for Growth = 705
• Opening Vignette : Follow the Money = 679
• Business Hits and Misses : Getting Americans to Use Dollar Coins = 683
• Clicks and Mortar : American Express Goes Blue = 686
• Solving an Ethical Controversy : Should Bank Mergers Be Restricted? = 692
• Clicks and Mortar : E*Trade Moves into Online Banking = 695
• CHAPTER 20 Financing and Investing through Securities Markets = 706
• Chapter Overview = 708
• The Primary Market = 708
• The Secondary Market = 710
• Securities = 711
• Money Market Instruments = 711
• Bonds = 711
• Types of Bonds = 711
• Quality Ratings for Bonds = 712
• Retiring Bonds = 712
• Stock = 713
• Securities Purchasers = 714
• Investment Motivations = 715
• Taxes and Investing = 716
• Securities Exchanges = 717
• The New York Stock Exchange = 717
• The NASDAQ Stock Market = 717
• Other U.S. Securities Markets = 718
• Foreign Stock Exchanges = 718
• The Fourth Market and Electronic Communication Networks = 718
• Buying and Selling Securities = 719
• Placing an Order = 719
• Costs of Trading = 719
• Direct Investing = 720
• Reading the Financial News = 720
• Stock Quotations = 721
• Bond Quotations = 722
• Stock Indexes = 723
• Mutual Funds = 724
• Legal and Ethical Issues in Securities Trading = 725
• Government Regulation of the Securities Market = 725
• Industry Self-Regulation = 727
• What's Ahead = 729
• Summary of Learning Goals = 729
• Business Terms You Need to Know = 730
• Review Questions = 730
• Questions for Critical Thinking = 730
• Experiential Exercise = 731
• Nothing but Net = 732
• Video Case 20／Morgan Stanley Likes Educated Customers = 734
• Opening Vignette : Are Your Grandmother's Savings Bonds a Good Bet Again? = 707
• Clicks and Mortar : Embarcadero Technologies Goes Public = 709
• Clicks and Mortar : Merrill Lynch Goes Online = 721
• Business Hits and Misses : Socially Responsible Mutual Funds = 726
• Solving an Ethical Controversy : Is Regulation FD Needed? = 728
• CONTINUING CASE : The Geek Squad = 735
• APPENDIX A Risk Management and Insurance = A-1
• APPENDIX B The Legal Framework for Business = B-1
• Notes = N-1
• Glossary = G-1
• Credits = C-1
• Name Index = Ⅰ-1
• Subject Index = Ⅰ-15
• International Index = Ⅰ-41