1. Conducting Marketing Research and Forecasting Demand Marketing Management, 13 th ed 4

2. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-2 What is Marketing Research? Marketing research is the systematic design, collection, analysis, and reporting of data and findings relevant to a specific marketing situation facing the company.

3. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-3 The Marketing Research Process Define the problem Develop research plan Collect information Analyze information Present findings Make decision

4. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-4 Step 1: Define the Problem Define the problem Specify decision alternatives State research objectives

5. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-5 Step 2: Develop the Research Plan Data Sources Contact Methods Research Instruments Sampling Plan Research Approach

6. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-6 Data Sources Internal External Secondary Data (Already Exists) Primary Data (Freshly Gathered For A Specific Purpose)

7. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-7 Research Approaches Observation Focus Group Survey Behavioral Data Experimentation Ethnographic

8. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-8 Focus Group in Session

9. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-9 Research Instruments  Questionnaires  Qualitative Measures  Technological Devices

10. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-10 Question Types—Dichotomous In arranging this trip, did you contact American Airlines?  Yes  No

11. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-11 Question Types—Multiple Choice With whom are you traveling on this trip?  No one  Spouse  Spouse and children  Children only  Business associates/friends/relatives  An organized tour group

12. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-12 Question Types—Likert Scale Indicate your level of agreement with the following statement: Small airlines generally give better service than large ones.  Strongly disagree  Disagree  Neither agree nor disagree  Agree  Strongly agree

13. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-13 Question Types—Semantic Differential American Airlines Large ………………………………...…….Small Experienced………………….….Inexperienced Modern……………………….…..Old-fashioned

14. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-14 Question Types—Importance Scale Airline food service is _____ to me.  Extremely important  Very important  Somewhat important  Not very important  Not at all important

15. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-15 Question Types—Rating Scale American Airlines’ food service is _____.  Excellent  Very good  Good  Fair  Poor

16. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-16 Question Types— Intention to Buy Scale How likely are you to purchase tickets on American Airlines if in-flight Internet access were available?  Definitely buy  Probably buy  Not sure  Probably not buy  Definitely not buy

17. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-17 Question Types—Completely Unstructured What is your opinion of American Airlines?

18. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-18 Question Types—Word Association What is the first word that comes to your mind when you hear the following? Airline ________________________ American _____________________ Travel ________________________

19. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-19 Question Types— Sentence Completion When I choose an airline, the most important consideration in my decision is: _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ __________________.

20. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-20 Question Types—Story Completion “I flew American a few days ago. I noticed that the exterior and interior of the plane had very bright colors. This aroused in me the following thoughts and feelings.” Now complete the story. _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________ _______________________________________

21. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-21 Question Types—Picture (Empty Balloons)

22. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-22 Question Types—Thematic Apperception Test Make up a story that reflects what you think is happening in this picture.

23. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-23 Sampling Plan Sampling unit: Who is to be surveyed? Sample size: How many people should be surveyed? Sampling procedure: How should the respondents be chosen?

24. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-24 Table 4.2 Types of Samples Probability Samples Simple random Stratified random Cluster Nonprobability Samples Convenience Judgment Quota

25. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-25 Contact Methods Mail Questionnaire Telephone Interview Personal Interview Online Interview

26. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-26 Pros and Cons of Online Research Advantages Inexpensive Fast Accuracy of data, even for sensitive questions Versatility Disadvantages Small samples Skewed samples Technological problems Inconsistencies

27. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-27 What is Marketing Metrics? Marketing metrics is the set of measures that helps marketers quantify, compare, and interpret marketing performance.

28. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-28 Table 4.4 Marketing Metrics External Awareness Market share Relative price Number of complaints Customer satisfaction Distribution Total number of customers Loyalty Internal Awareness of goals Commitment to goals Active support Resource adequacy Staffing levels Desire to learn Willingness to change Freedom to fail Autonomy

29. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-29 Figure 4.3 Example of a Marketing Dashboard

30. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-30 The Measures of Market Demand Potential Market Penetrated Market Target Market Available Market

31. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-31 Product Penetration Percentage

32. Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall 4-32 Estimating Future Demand Survey of Buyers’ Intentions Composite of Sales Force Opinions Expert Opinion Past-Sales Analysis Market-Test Method