1. 15-1 Chapter Questions What is a marketing channel system and value network? What work do marketing channels perform? What decisions do companies face in managing their channels? How should companies integrate channels and manage channel conflict? What is the future for e-commerce?

2. 15-2 Marketing Channels Sets of interdependent organizations involved in the process of making a product or service available for use or consumption.

3. 15-3 Examples of Channels Dell (DTC) Avon Canada Post Grainger (auto parts network) Coca-cola (bottlers) McDonald’s restaurants (franchisee)

4. 15-4 Increasing Efficiency

5. 15-5 Consumer Marketing Channels

6. 15-6 Channel Service Outputs Lot size Waiting/delivery time Spatial convenience Product variety Service backup

7. 15-7 Identifying Channel Alternatives Types of intermediaries Number of intermediaries Terms and responsibilities

8. 15-8 Number of Intermediaries Exclusive Selective Intensive

9. 15-9 The Value Versus Costs of Channels

10. 15-10 Channel-Management Decisions Selecting channel members Training channel members Motivating channel members Evaluating channel members Modifying channel members

11. 15-11 The Hybrid Grid

12. 15-12 Managing Channel Conflict Superordinate goals Cooptation Diplomacy Mediation Arbitration

13. 15-13 e-Commerce Marketing Practices Pure-click Brick-and- click Brick-and- mortar

14. 15-14 Buyer Expectations for e-commerce Ability to order a product online and pick it up at a convenient retail location Ability to return an online-ordered product to a nearby store Right to receive discounts based on total online and offline purchases