Marketing 11th Edition Kerin, Hartley, & Rudelius–Chapter 15

Channel Conflict
Arises when one channel member believes another channel member is engaged in behavior that prevents it from achieving its goals.
Customer Service
The ability of logistics management to satisfy users in terms of time, dependability, communication, and convenience.
Channel conflict that arises when a chan-nel member bypasses another member and sells or buys products direct.
Dual Distribution
An arrangement whereby a firm reaches differ-ent buyers by employing two or more different types of channels for the same basic product.
Exculsive Distribution
A level of distribution density whereby only one retailer in a specific geographical area carries the firm’s products.
Intensive Distribution
A level of distribution density whereby a firm tries to place its products and services in as many outlets as possible.
Those activities that focus on getting the right amount of the right products to the right place at the right time at the lowest possible cost.
Marketing Channel
Individuals and firms involved in the process of making a product or service available for use or consumption by consumers or industrial users.
Multi-channel Marketing
The blending of different communica-tion and delivery channels that are mutually reinforcing in attract-ing, retaining, and building relationships with consumers who shop and buy in traditional intermediaries and online.
Reverse Logistics
A process of reclaiming recyclable and reusable materials, returns, and reworks from the point of consumption or use for repair, remanufacturing, redistribution, or disposal.
Selective Distribution
A level of distribution density whereby a firm selects a few retailers in a specific geographical area to carry its products.
Supply Chain
A sequence of firms that perform activities required to create and deliver a product or service to ultimate consumers or industrial users.
Total Logistics Cost
Expenses associated with transportation, mate-rials handling and warehousing, inventory, stockouts (being out of inventory), order processing, and return goods handling.
Vendor-Managed Inventory
An inventory-management system whereby the supplier determines the product amount and assortment a customer (such as a retailer) needs and automatically delivers the appropriate items.
Vertical Marketing Systems
Professionally managed and centrally coordinated marketing channels designed to achieve channel econ-omies and maximum marketing impact.

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