BUS_563_Marketing_Channels_-_Bert_Rosenb

Chapter 7: Selecting the Channel Members 223

to or better than their own. Manufacturers do not want their products to be associated
with inferior, unknown or “dog” lines if they can help it.

Reputation Most manufacturers will flatly eliminate prospective intermediaries who
do not enjoy a good reputation in their community. For retail intermediaries, store im-
age is an especially critical component of the retailer’s overall reputation. Hence, if the
prospective retailer’s image is not up to the standards the manufacturer is attempting to
project for its products, this fact may be sufficient reason to avoid selecting that retailer
as a channel member. Having the “wrong” kind of retailer selling its products can have
serious adverse effects on the manufacturer’s own reputation. Consequently, from a
channel strategy perspective, the reputation of the distributors and retailers selling the
manufacturer’s product is one of the key strategic issues for the manufacturer to con-
sider. The decision may require input from the highest levels in the organization, includ-
ing the chairman of the board in certain cases.

Market Coverage The adequacy of the intermediary in covering the geographical ter-
ritory that the manufacturer would like to reach is known as market coverage. A further
consideration is whether the prospective intermediary covers too much territory, which
could lead to overlap of the coverage of existing intermediaries. Generally, manufacturers
will attempt to get the best territorial coverage with a minimum of overlapping. This is
an especially important consideration for a manufacturer using highly selective
distribution.

Sales Performance The main consideration here is whether the prospective interme-
diary can capture as much market share as the manufacturer expects. Often, the manu-
facturer will seek detailed sales performance data from prospective intermediaries to get
a firsthand view of their effectiveness. If such direct evidence cannot be obtained, other
sources include credit bureaus, competitive and noncompetitive distributors in the area,
consumers of the manufacturer’s products, customers of the distributor, other supplier
firms and local trade people. Reports from these sources often give an indication of the
intermediary’s marketing performance history. Some manufacturers report that this is all
they require to gain a sense of a prospective channel member’s sales performance.

Management Succession Many intermediaries are managed by the firm’s owner and
founder, many of whom, especially at the wholesale level, are independent, small busi-
nesses. Consequently, if the firm’s principal dies, the continuity of management is left
in doubt. The succession criterion is so important to Caterpillar, Inc., that the company
has offered special seminars for many years to help persuade children of its existing dis-
tributors to carry on the business when their parents retire or pass away.21

Management Ability Many manufacturers feel that a prospective channel member is
not even worth considering if the quality of its management is poor. Therefore, this fac-
tor is of critical importance in choosing channel members.22 Actually judging the quality
of management is difficult because of the intangibles involved in making an evaluation.
One of the key determinants is management’s ability to organize, train and retain sales-
people. In short, a good sales force is often indicative of good management.

Attitude This criterion applies mainly to a prospective intermediary’s aggres-
siveness, enthusiasm and initiative. These qualities are believed to be closely related to
long-term success in handling the manufacturer’s product. An evaluation of whether
the prospective channel member has the “proper” attitude is generally a matter of
managerial judgment because attitudes do not show up in black and white on financial
statements.23

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

224 Part 2: Developing the Marketing Channel

FIGURE 7 .2 Key Credit and
Criteria to Consider financial
When Selecting condition
Channel Members
Size Sales
strength

Attitude Prospective Product
channel lines
Management member
ability Reputation

Management Market © Cengage Learning 2013
succession coverage

Sales
performance

Size Sometimes a prospective intermediary is judged on sheer size. The belief is that
the larger the organization and sales volume, the larger the sales of the manufacturer’s
products. There are other reasons for considering large size as an important, positive cri-
terion beyond this general belief. It is usually a safe assumption that large intermediaries
are more successful, more profitable, better established and handle better product lines.
Further, the large intermediary usually employs more salespeople (which leads to more
exposure for the manufacturer’s products) and is usually better equipped with offices,
personnel and facilities than are small intermediaries.

Using Lists of Selection Criteria
While checklists such as those discussed above are not applicable to all firms under all
conditions, they are still valuable because they help point to many of the key areas of
consideration for selecting channel members. Even though each firm must develop its
own specific set of selection criteria based on its own objectives and policies, such check-
lists provide a good starting point and can make this task easier. Moreover, the compre-
hensiveness of a firm’s individualized list of selection criteria is likely to be greater if all
of these general criteria are considered during its development. Figure 7.2 provides an
overview visualization of the key criteria to consider when selecting channel members.

Securing the Channel Members

It is important to remember that the selection process is a two-way street. It is not only
the producer or manufacturer who does the selecting, but also the intermediaries at both
the wholesale and retail levels. Those who are large and well-established can be very

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 7: Selecting the Channel Members 225

selective about whom they represent.24 Producers and manufacturers, except for those
with truly extraordinary reputations and prestige, cannot expect quality intermediaries
to stand in line to become channel members. Rather, most producers and manufacturers
still need to do an effective selling job to secure the services of good intermediaries.

The channel manager in producing and manufacturing firms can use a number of
specific incentives when attempting to secure channel members. All of these, however,
should be aimed at conveying the firm’s commitment to support prospective channel
members so that these prospects are more likely to be successful with the line. In other
words, the manufacturer or producer should make it clear to the prospective intermedi-
ary that the partnership will be mutually beneficial if each of the parties does the job.
Pegram captures this point succinctly:

The keystone of many supplier sales policies is this concept: the supplier produces, the
distributor sells and each is dependent upon the other. Together they form a team and
teamwork is essential if the association is to prove mutually beneficial.25

Now, more than four decades after Pegram made this observation, his words ring truer
than ever. Partnerships or strategic alliances between manufacturers and intermediaries
at the wholesale and/or retail levels based on mutual commitment and teamwork are
not only popular, but have become the norm for relationships in many channels of
distribution.26

Figure 7.3 captures this partnership concept in an advertisement in DSN Retailing To-
day, a trade magazine. The advertisement is aimed at securing retailers and distributors
to sell Gillette products. The word “partnership” is used in the headline while the copy
stresses the advantages of becoming a Gillette channel partner.

Specific Incentives for Securing Channel Members
Generally, the more specific the manufacturer can be in spelling out what kinds of sup-
port and assistance will be offered to channel members, the better. Prospective channel
members want to know at the outset precisely “what is in it for them” if they decide to
join the manufacturer’s marketing channel.27 While there are many possible incentives
that the manufacturer might offer, most of them would fit within one of the following
four areas: (1) good, profitable product line; (2) advertising and promotional support;
(3) management assistance and (4) fair dealing policies and friendly relationships.

Product Line At the heart of what the manufacturer has to offer is a good product line
with strong sales and profit potential.28 Indeed, if manufacturers can offer this, they may
need to offer little else to secure all of the channel members they want. Obviously, manu-
facturers with well-known and highly respected products have a considerable advantage
over lesser-known manufacturers. Thus, it is especially important for manufacturers whose
products are not as well-known to do a good job of communicating the benefits of handling
their products from the channel member’s point of view. It is all too easy for manufacturers
to get caught up in talking about how good their products are rather than stressing how
effective their products can be in generating sales and profits for the channel members.

This emphasis on stressing the value of a good product line from channel members’
perspective is illustrated in Figure 7.4, which shows a trade magazine advertisement for
Snyder’s, a pretzel manufacturer seeking to compete against much larger rivals Frito-Lay
and Herr’s. In the advertisement, Snyder’s argues that the quality, variety and superior
packaging of its products will not only sell well, but are also so desirable that consumers
will view retailers carrying Snyder’s pretzels as “destination” stores. The message Sny-
der’s hopes retailers will glean from the advertisement is that their pretzels will serve as

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

226 Part 2: Developing the Marketing Channel
FIGURE 7.3
Advertisement from the
Gillette Company
Stressing Advantages of
Becoming a Gillette
Channel Partner

Source: Courtesy, The Gillette Company.

a magnet to attract more customers These customers will then buy other products while
in the stores, thus enhancing the retailers’ sales and profits.
Advertising and Promotion Prospective intermediaries also look to manufacturers
for promotional support.29 In the consumer market, a strong program of national adver-
tising is one of the most effective inducements to secure retail intermediaries. The man-
ufacturer who can point to such a program gains almost immediate credibility in the
eyes of prospective intermediaries in regards to the sales potential of the product line.

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 7: Selecting the Channel Members 227

FIGURE 7.4

Advertisement in a
Trade Magazine
Stressing the Power of a
Product Line to Attract
More Customers to
Retailers’ Stores

Source: Courtesy, Snyder’s of Hanover.

In the industrial market, a strong program of trade advertising offers a similar advantage.
Additionally, in both the consumer and industrial markets, such factors as advertising
allowances, cooperative advertising campaigns, point-of-purchase material and show-
room displays indicate strong channel member support and serve as good inducements
to prospective intermediaries to join the channel (see Chapter 12).

Management Assistance Prospective channel members want to know whether the
manufacturer is committed to helping them not only in the form of providing advertising
and promotional support for selling the particular manufacturer’s products, but also in going
beyond this to help them do a better job of managing their businesses. Management assis-
tance is good evidence of such a commitment. Management assistance can cover a wide range

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

228 Part 2: Developing the Marketing Channel

of areas, including training programs, financial analysis and planning, market analysis, inven-
tory control procedures and promotional methods. The extent of such assistance varies
widely depending on the type of channel relationship involved. A contractual channel rela-
tionship involving a comprehensive franchise agreement between the manufacturer and the
channel members would generally be expected to provide for a much more comprehensive
management assistance program than a conventional, loosely aligned channel relationship.
But even in the latter situation, some form of management assistance is still possible and de-
sirable. The “Your Category Management Partner” program offered to retailers and distribu-
tors by 3M provides an excellent example of management assistance at a level of
sophistication that many retailers and distributors (even giant ones) might have difficulty
doing on their own. This management assistance program is briefly outlined in Figure 7.5.

FIGURE 7.5

Brochure from the 3M
Company Stressing
Advantages of
Becoming a 3M
Channel Partner

Source: Courtesy, 3M.

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 7: Selecting the Channel Members 229

The figure shows an excerpt from a 3M brochure explaining the company’s ability to provide
a wide range of management assistance to its channel members. The bullet points on the
right-hand side of the brochure highlight a number of the hard-hitting management assis-
tance tools available to 3M’s channel partners to help them achieve bottom-line results.

Fair Dealing and Friendly Relationship As we pointed out in Chapter 4, market-
ing channel relationships are not mechanical or purely economic relationships lacking
the “human element.” Rather, a channel relationship is a relationship between organiza-
tions of people and, as such, is a social system subject to the same behavioral interactions
and processes characteristic of all social systems. Channel members may like30 or dislike,
respect or disdain, suspect or fear each other. They may be cooperative or antagonistic,
loyal or disloyal toward each other. In short, a marketing channel relationship is not only
a business relationship but a human relationship as well.31 Though the relationship may
be couched in elaborate or formal agreements or even in legal contracts, the human,
people-to-people element is never fully removed.32 This fact should not be forgotten
when attempting to secure channel members. Specifically, the manufacturer should con-
vey to prospective channel members that he or she is genuinely interested in establishing
a good relationship with prospective channel members built on the basis of trust and
concern for their welfare, not only as business entities but as people as well.33 In fact,
some manufacturers even go so far as to refer to their channel members as their “family”
of distributors or dealers. While this may be overstating the case, it does convey the
manufacturer’s belief in building a marketing channel that is based on more than dollars
and cents.

This emphasis on fair dealing and friendly relationships should not, however, be ex-
pected to offset failings in the underlying economic or business bases of the channel re-
lationship. Recent research has shown that interpersonal relationships, cordiality and
even a genuine liking of channel members for each other are no substitute for substance
in the form of competitive products, pricing and support programs.34

Summary Finding prospective channel members generally
poses few problems because many sources can be
Just as the selection of good employees is critical to the used for locating them: (1) the field sales organization;
success of a firm, so, too, is the selection of channel (2) trade sources; (3) reseller inquiries; (4) customers;
members because most firms need both to succeed in (5) advertising, (6) trade shows and (7) other sources
the marketplace. such as chambers of commerce, telephone directories,
independent consultants, list brokers, databases and the
The selection of channel members is the last (seventh) Internet.
phase of channel design. Selection decisions can also be
made independently of channel design decisions when Applying selection criteria is a more difficult prob-
new channel members are added to the channel or when lem because no single list of criteria is appropriate for
those who have left are replaced. Only those manufacturers all firms. Each firm must develop its own list reflecting
who sell directly to users are not faced with the selection its particular objectives and policies. Moreover, these
of channel members. criteria must be flexible enough to allow for changing
conditions. However, 10 general criteria are useful as a
In general, the more selective the intensity of distri- starting point for most firms to use when developing
bution, the more emphasis the firm needs to place on their own specialized set of selection criteria: (1) credit
selection and vice versa. and financial condition; (2) sales strength; (3) product
lines; (4) reputation; (5) market coverage; (6) sales
The selection process consists of three basic steps:
(1) finding prospective channel members; (2) applying
selection criteria to determine whether they are suitable
and (3) securing the prospective members for the channel.

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

230 Part 2: Developing the Marketing Channel

performance; (7) management succession; (8) manage- secure channel members: (1) providing a good, profit-
ment ability; (9) attitude and (10) size. able product line; (2) offering advertising and promo-
tional support; (3) providing management assistance
Finally, securing the prospective members for the and (4) assuring prospective channel members of fair
channel can be a challenge because, except in unusual dealing policies and a relationship built on trust and
cases, prospective channel members do not typically friendship. The channel manager should not, however,
stand in line eagerly awaiting the manufacturer’s call. expect fair dealing and friendly relationships to offset
Most manufacturers must therefore do an effective sell- deficiencies in the underlying economic basis of the
ing job to secure the services of quality channel mem- channel relationship.
bers. Specific incentives can be used in the quest to

Review Questions channel members? What are some of the pro-
blems one might encounter in attempting to de-
1. Are selection decisions always the result of velop such a list?
changes in channel structure? Explain.
7. Is Pegram’s list of selection criteria descriptive or
2. What is the relationship between intensity of normative? Explain.
distribution and the amount of emphasis given to
selection? 8. Briefly describe each of the 10 general criteria for
selecting channel members that can be used as a
3. Has a selection process really occurred in the case starting point for developing more specialized
of very intensive distribution where all possible lists of channel member selection criteria.
outlets are used in the channel design? Discuss.
9. What are some of the specific incentives that the
4. Discuss several sources that the channel manager manufacturer can use to secure channel members?
can use to help locate prospective channel
members. 10. In discussing the means available to secure pro-
spective intermediaries as actual channel members,
5. What is a potential problem with the use of the the chapter suggests that the offer of a “partner-
sales force as a means for finding prospective ship” by the producer or manufacturer could serve
channel members? as a strong inducement. What does this mean?

6. Is it possible to develop a truly universal list of
selection criteria for appraising prospective

Channel Issues for Discussion and after-sales support is critical for attracting
new customers and retaining existing ones.
1. Apple, with its almost 300 company-owned
stores, uses independent intermediaries, which it Do you think Apple’s careful selection of
refers to as “third-party resellers.” For its Mac channel members and its efforts to enable them
computers, Apple is very careful about the to provide high-quality sales and service support
intermediaries it selects to become members of are as important as Apple’s unique products in
its distribution channel. Once selected, Apple creating a differential advantage for Apple?
makes a substantial investment to enhance the
capabilities of its chosen channel members to sell 2. Bill Harding, the national sales manager for a
and service Apple products. Its “Apple Sales major appliance maker, realized that the com-
Consultant Program,” for example, places Apple pany would have to add more wholesale distri-
employees at selected channel members’ stores to butors in at least a half-dozen major territories
provide expertise on how to tell the Apple story on the East Coast and in the Midwest to keep up
and ensure a high-quality buying experience. The with the growth in those markets. Bill knew he
company also offers extensive training and sup- needed good distributors who were financially
port through what it refers to as its “Apple Pre- sound, with strong selling skills and offered high
mium Resellers Program” to selected channel service capabilities. To zero in on these potential,
members to help them develop high levels of new distributors, Harding decided to use the
customer service and product expertise. Apple company’s outside sales force covering those
strongly believes that providing high-quality sales territories. He sent out memos to the district

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 7: Selecting the Channel Members 231

sales managers, who in turn informed the field would forbid Walmart from selling the Paul
sales force to call on potential distributors in Mitchell products.
their territories and send back written reports.
One month later, Harding was very disappointed Why did Mitchell Systems go to such lengths
with the lukewarm response he got. The reports to prevent these products from being sold by
he received were skimpy and superficial. Harding Walmart? Discuss in terms of the channel
was a little befuddled with the situation because member selection strategy apparently being used
all of the salespeople who were asked to prospect by the manufacturer.
for new accounts were high producers.
5. New Balance has developed a strong reputation
Why do you suppose Bill Harding did not as a serious and leading manufacturer of high-
get the enthusiastic response he wanted? performance and high-quality athletic footwear.
Its use of technology to produce state-of-the-art
3. The Rust-Oleum Corporation is world-renowned running shoes and cross-trainers has earned the
for its anticorrosive coatings for virtually any respect of many world-class athletes who rely on
application, for use on everything from heavy New Balance footwear to compete at the highest
industrial equipment to consumer patio furni- levels in their respective sports. So, it seemed
ture. The company sells its industrial products strange to industry observers when New Bal-
through wholesalers (industrial distributors) and ance’s channel design strategy, implemented in
its consumer products through both wholesalers the spring of 2009, chose Nine West shoe stores,
and retailers. Rust-Oleum has, for many years, a division of Jones Apparel Group Inc., to sell
talked about doing business with its channel New Balance athletic footwear. What raised the
members by the golden rule—“doing business eyebrows of the observers? The fit—not of the
together with sincerity, honesty and shoes, but of the two brands. Would Nine West,
cooperation.” The company is also fairly selective which is identified as a seller of fashionable wo-
in its choice of distributors, limiting the number men’s shoes, undermine the brand image of New
selected to the fewest possible needed to provide Balance as a maker of hard-core athletic shoes?
effective coverage of each market. In addition, Although the strategy is being tried on a limited
Rust-Oleum makes it a point to say that it sells basis in just 50 Nine West stores, if sales are good
through the distributor, not just to him. for the first six months, many additional Nine
Given this approach to dealing with channel West stores will be added.
members, what criteria do you believe would be What do you see as the strategic rationale for
especially important for Rust-Oleum Corpora- New Balance selecting Nine West as a channel
tion to emphasize in selecting prospective chan- member to sell its high performance athletic
nel members? footwear? Over the long run, do you think New
Balance’s channel member selection strategy will
4. John Paul Mitchell Systems, Inc., a manufacturer affect its product image?
of specialized high-quality hair care products, has
made it a policy to sell its products only through 6. Master Lock is perhaps the nation’s best-known
“hair care professionals.” Only better beauty sal- name in padlocks. Master Lock padlocks are sold
ons and specialty stores are selected by the intensively at the retail level through a wide
company to represent its products. Yet somehow, range of stores, including hardware stores, home
Paul Mitchell products were being sold by Wal- centers, automotive stores, bicycle shops (for bi-
mart stores in Texas. Upon hearing this, the cycle padlocks), drugstores, supermarkets and
company filed suit against Walmart, alleging that many others. This wide retail network is supplied
Walmart was selling substandard batches of Paul largely through wholesalers. Master Lock relies
Mitchell products and had bought the products on wholesalers to provide the bulk of the sales
from a former Mitchell Systems supplier. The and logistical support to the retail channel
batch of products in question had been rejected members. When retailers need help in ordering,
by Paul Mitchell Systems because of poor quality stocking the right assortment, choosing point-
and, therefore, should not have been made of-purchase displays or advertising to consumers,
available for resale through any retailers, let alone Master Lock tells them to “ask your Master Lock
Walmart. Mitchell Systems requested that the distributor for all the advice and support you
court issue a temporary restraining order that need.”

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

232 Part 2: Developing the Marketing Channel

Given that Master Lock expects its wholesale think the wholesaler distributors should expect
distributors to provide virtually all the support from Master Lock?
needed by retailers, what kind of support do you
16. Louis H. Brendel, “Where to Find and How to Choose
References Your Industrial Distributors,” Sales Management,
September 15, 1951.
1. See, for example, Eugene H. Fram, “We Can Do a Better
Job of Selecting International Distributors,” Journal of 17. James D. Hlavacek and Tommy J. McCuistion, “Indus-
Industrial Marketing (Spring 1992): 61–70. trial Distributors—When, Who, and How?” Harvard
Business Review (March–April 1983): 96–101.
2. For a related discussion, see: Lawrence Delevingne,
“Amway: Shining Up a Tarnished Name,” Business Week, 18. David D. Shipley, “Selection and Motivation of Distri-
(August 11, 2008): 56. bution Intermediaries,” Industrial Marketing Manage-
ment (October 1984): 249–256.
3. See, for example, Greg Davis, “Dell Takes Top Honors in
Server Category at Leading Channel Industry Awards,” 19. Poh-Lin Yeoh and Rojer J. Calantone, “An Application
CRN, September, 9, 2010, http://community.dell.com/. of the Analytical Hierarchy Process to International
Marketing: Selection of a Foreign Distributor,” Journal of
4. Roger Pegram, Selecting and Evaluating Distributors Global Marketing 8, no. 3/4 (1995): 39–65.
(New York: National Industrial Conference Board,
1965), 5. 20. Roger Pegram, Selecting and Evaluating Distributors
(New York: National Industrial Conference Board,
5. Roger Pegram, Selecting and Evaluating Distributors 1965), 21–91.
(New York: National Industrial Conference Board,
1965), 3. 21. Donald V. Fites, “Make Your Dealers Your Partners,”
Harvard Business Review (March–April 1996): 84–95.
6. Goodyear Tire & Rubber Company Annual Report
2009, 5. 22. Debbie Howell, “Fleming Takes Distribution Service to
Next Level,” Retailing Today, (November 5, 2001): 4.
7. For an article related to this point, see Amy Merrick,
“Kmart Suppliers Limit Risk in Case of Chapter 11 Fil- 23. Susan Berfield, “The New Star of Sellavision,” Bloomberg
ing,” Wall Street Journal, (January 21, 2002): A4. BusinessWeek, (May 24–30): 60–63.

8. For a related analysis based on a mathematical model of 24. Janet Wagner, Richard Ettenson and Jean Parrish,
the selection process, see V. Kasturi Rangan, Andris A. “Vendor Selection Among Retail Buyers: An Analysis by
Zoltners and Robert J. Becker, “The Channel Interme- Merchandise Division,” Journal of Retailing (Spring
diary Selection Decision: A Model and an Application,” 1989): 58–79.
Marketing Science (September 1986): 1114–1122.
25. Roger Pegram, Selecting and Evaluating Distributors
9. Thomas A. Stewart, “Leading Change from the Top,” (New York: National Industrial Conference Board,
Harvard Business Review, (July-August 2006): 93–94. 1965), 100.

10. Encyclopedia of Associations (Gale Research: 2009). 26. Rodolfo Vazquez, Victor Iglesias and Luis Ignacio
11. See for example, National Retail Federation (NRF), No- Alvarez-Gonzalez, “Distribution Channel Relationships:
The Conditions and Strategic Outcomes of Cooperation
vember, 11, 2010, http://www.nrf.com/modules.php? between Manufacturer and Distributor,” International
name=Pagestsp_id=146; National Association of Review of Retail Distribution and Consumer Research
Wholesaler Distributors (NAW), November 11, 2010, (April 2005): 125–150; Sunil Sahadev, “Economic Satis-
http://www.naw.org/about/aindex.php; Manufacturers’ faction and Relationship Commitment in Channels,”
Agents National Association (MANA), http://www. European Journal of Marketing Vol. 42 no. 1/2 (2008):
manaonline.org. 178–195.
12. 3M Company Annual Report 2009, 5.
13. For a related discussion, see Richard N. Cordozo, Shan- 27. Geoff Gordon, Roger Calantone and C.A. diBenedetto,
nan H. Shipp and Kenneth J. Roering, “Proactive Stra- “How Electrical Contractors Choose Distributors,” In-
tegic Partnerships: A New Business Markets Strategy,” dustrial Marketing Management 20 (1991): 29–42.
Journal of Business and Industrial Marketing (Winter
1992): 51–63. 28. Mike Duff, “Supercenters Open Floodgates as Water
14. Anna-Louise Jackson, “Must the Show Go On?” Rises,” Retailing Today, (October 10, 2002): 10.
Marketing News, (April 15, 2009): 6.
15. See for example, mailinglists direct, November 11, 2010, 29. Sridhar N. Ramaswami and Srini S. Srinivasan, “Ana-
http://www.mailing-lists-direct.com/. lyzing the Impact of Promotions on Manufacturer and

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 7: Selecting the Channel Members 233

Retailer Performance: A Framework for Cooperative 32. For an interesting and insightful discussion relevant to
Promotional Strategy,” Journal of Marketing Channels establishing channel relationships, especially with regard
6no. 3/4 (1998): 131–145. to the issue of “fairness,” see Roger Dickinson, “Nego-
30. See, for example, Carolyn Y. Nicholson, Larry D. Com- tiations in the Channel: The Negotiation Ratio,” Pro-
peau and Rajesh Sethi, “The Role of Interpersonal Liking ceedings of the Sixth World Conference on Research in
in Building Trust in Long-Term Channel Relationships,” the Distributive Trades, eds. Roy Thurik and Henk J.
Journal of the Academy of Marketing Science (Winter Giannotten (The Hague, Netherlands: Dutch Ministry of
2001): 3–15. Economic Affairs, 1991), 261–266.
31. Russel P.J. Kingshott and Anthony Pecotich, “The Im-
pact of Psychological Contracts on Trust and Commit- 33. For a related discussion, see Jule B. Gassenheimer and
ment in Supplier–Distributor Relationships,” European Rosemary Ramsey, “The Impact of Dependence on
Journal of Marketing Vol. 41, no. 9/10 (2007): Dealer Satisfaction: A Comparison of Reseller–Supplier
1053–1072; Raymond A. Jussaume, Jr. and Patriya Tan- Relationships,” Journal of Retailing 70no. 3 (1994):
suhaj, “Asian Variations in the Importance of Personal 253–266.
Attributes for Wholesaler Selection: Japanese and Thai
Marketing Channels,” Journal of International Consumer 34. Kenneth H. Wathne, Harold Biong and Jan B. Heide,
Marketing 3no. 3 (1991): 127–140. “Choice of Supplier in Embedded Markets: Relationship
and Marketing Program Effects,” Journal of Marketing
(April 2001): 54–66.

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

8C H A P T E R © OmniTerra Images

Target Markets and Channel
Design Strategy

LEARNING OBJECTIVES
After reading this chapter, you should:
1. Appreciate the importance of market variables as the most fundamental and significant variables to

consider for channel design strategy.
2. Be familiar with the framework for market analysis and its four basic dimensions.
3. Recognize the importance of keeping track of changes in market geography as it might affect channel

design strategy.
4. Know how market size relates to channel design strategy.
5. Grasp the concept of efficient congestion as it relates to market density.
6. Understand the meaning of market behavior in terms of the when, where, how and who shops for

products and services.
7. Realize that any or all of the subdimensions of market behavior are subject to change.
8. Be cognizant of the implications of changes in market behavior on channel design strategy.

234

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 8: Target Markets and Channel Design Strategy 235

FOCUS ON CHANNELS

Do Farmers’ Market Channels Have to Have Farmers?

In an ideal world where words and labels could same thing in 200 stores in Washington, Oregon
be taken at face value, the term “farmers’ mar- and Idaho. But the stands were not manned
ket” would convey a straightforward meaning: a by local farmers and the origin of produce being
farmers’ market is simply a marketing channel sold was questionable. In fact, mangos on dis-
where local farmers sell their produce directly play in Washington were not only not locally
to consumers. But the real world is not this ideal grown (the Washington climate is not suitable),
world. In recent years, “farmers’ market” has be- but may well have come from a foreign
come a trendy term with quite a bit of cache in country!
the grocery industry. It seems that more and
more consumers have become interested in Such loose usage of the term “farmers’ mar-
“fresh,” “healthy,” “natural” and “organic” ket” by big conventional grocery retailers has
foods. These attributes have come to be associ- sewn fear on the part of farmers groups such as
ated with farmers’ markets. This association has the Farmers Market Coalition, a national trade
not gone unnoticed by some big supermarket group. They worry that the term will be diluted
chains such as Safeway Inc. and Supervalue or even rendered meaningless if the big guys
Inc. These giant retailers and others apparently continue to encroach on the turf of the 6,000
view farmers’ markets not as a particular type plus real farmers’ markets.
of marketing channel, but as a promotional de-
vice for attracting customers to their stores. Safe- So, is the farmers’ definition of “farmers’ mar-
way Stores in Seattle, for example, put up signs ket” a reasonable one? They certainly think so. After
saying “Farmers’ Market” above produce dis- all, when consumers go to a farmers’ market,
plays in front of their stores and the Albertsons shouldn’t they see farmers there?
supermarkets division of Supervalue did the
Source: Based on Nick Wingfield and Ben Worthen,
“Copy Farmers’ Markets Reap a Crop of Complaints,”
Wall Street Journal, September 24, 2010: A3.

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

236 Part 2: Developing the Marketing Channel

In Chapter 6, “Designing Marketing Channels,” we pointed out that of all of the
variables affecting the design of marketing channels, market variables are the most
fundamental. This is because the needs and wants of the market being targeted by
the channel manager should shape the design of the firm’s marketing channels.1 In
other words, marketing channel design strategy should be market-driven so as to
meet as closely as possible the demands of the firm’s target markets (its customers).
So, if customers expect to be able to shop online 24/7, shop while on the move via their
smartphones, have movies and shows delivered via Hulu rather than conventional
TV,2 get a flu shot at a local mall rather than in a doctor’s office3 or have any of a
myriad of other channel expectations, channel managers need to pay close attention
so that their channel design strategies reflect the demands of the customers being
targeted.4 To do this successfully, the channel manager needs to be familiar with
several dimensions of markets as they relate to the design of marketing channels.

In this chapter we examine these market dimensions in greater depth than we
did in Chapter 6 and discuss their implications for various phases of the channel
design process.

A Framework for Market Analysis

Markets, whether consumer or industrial, are complex. A myriad of factors may have to
be considered in analyzing particular markets, so it is useful to have a framework to help
provide some order to this complexity.

In this chapter, we use a framework consisting of four basic dimensions for discussing
markets:

1. Market geography
2. Market size
3. Market density
4. Market behavior

This market framework is illustrated in Figure 8.1
The chapter is structured around these four basic dimensions. Each major section dis-

cusses one of the dimensions. The emphasis will be on showing how these market di-
mensions influence channel design strategy. The fourth dimension, market behavior, is
the most complex. Accordingly, a larger portion of this chapter will be devoted to the
market behavior dimension than to any of the other three dimensions.

FIGURE 8.1 Market Market Market Market
geography size density behavior
A Framework for
Analyzing Market
Dimensions in Relation
to Channel Design

Target © Cengage Learning 2013
markets

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 8: Target Markets and Channel Design Strategy 237

Market Geography and Channel Design Strategy

Market geography refers to the geographical extent of markets and where they are lo-
cated. If the channel manager asks the questions “What do our markets look like geo-
graphically?” and “How distant are our markets?” the concern is with the market
geography dimension.

The channel manager is charged with the task of evaluating market geography rela-
tive to channel structure to make sure that the structure is able to serve the markets
effectively and efficiently. Changing market locations resulting from expanding geo-
graphical boundaries of existing markets or the opening up of new, more distant mar-
kets should signal the channel manager that modifications in channel structure may be
needed. Starbucks, for example, has in recent years located coffee shops not only in
every state in the U.S., but also all over the world, including many countries in Europe,
Asia and South America. Starbucks is following in the footsteps of other firms such as
McDonald’s, Burger King and Kentucky Fried Chicken, which have been locating their
restaurants throughout the world for many years. These firms have not let geographical
distance stand in the way of reaching their target customers. Rather, they have devel-
oped and adapted their channel structures to serve these distant markets effectively
and efficiently. In Chapter 18, which deals with global marketing channels, we will ex-
amine the issue in more detail.

Of course, another approach for dealing with distant markets in recent years is
through Internet-based e-commerce channels. Given that the Internet provides
worldwide reach electronically, geographical distance becomes less important, at
least in theory. In practice, this has not been the case, especially for firms selling
physical products that must be picked, packed and then shipped over great dis-
tances. Fulfillment, logistics and customer service still present challenges for both
consumer and business markets even with the power of Internet technology.5 We
will return to this issue in greater depth in Chapter 15, which deals with electronic
marketing channels and in Chapter 13 which focuses on logistics and supply chain
management.

Locating Markets

As part of the firm’s overall marketing strategy, the channel manager may be called on to
delineate the geographical locations of target markets. Generally, this can be done in
terms of one or more commonly accepted geographical units. The Bureau of the Census,
for example, lists data for a number of geographical entities such as states, regions and
divisions, counties, metropolitan statistical areas (MSAs), selected towns and townships
and several other special-purpose designations. Table 8.1 provides definitions for these
geographical entities. Postal ZIP codes are also useful for delineating markets
geographically.

Some combination of these geographical entities typically serves as the basis for spec-
ifying the location of markets. Table 8.2 lists some useful sources for obtaining additional
geographical market data.

More difficult than locating markets is keeping track of geographical changes in exist-
ing markets and forecasting such changes for the future. Given the increasing mobility of
populations, the channel manager cannot expect market geography to remain stable for
an extended time period.

In a global context, market geography has also changed dramatically in recent
years. Most notably, countries in Southeast Asia as well as the former Eastern Bloc
countries of Central and Eastern Europe have become key locations for emerging
markets.

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

238 Part 2: Developing the Marketing Channel

TABLE 8.1 GEOGRAPHICAL AREAS FOR WHICH CENSUS DATE ARE AVAILABLE

Geographic Terms and Definitions Used by U.S. Census revenues—and nonfunctioning entities that exist primarily for
Bureau administrative purposes, such as election districts. Twenty-eight
states and Puerto Rico have MCDs. However, the MCDs function
The Census Bureau produces population estimates for the Na- as general purpose governmental units in all or part of only
tion, the States, the District of Columbia, Puerto Rico, counties twenty states. Within these twenty states, PEP (Population
and equivalents, incorporated places, minor civil divisions, Estimates Program) produces estimates for all governmentally
consolidated cities, census regions and divisions, and metro- functioning MCDs and for nonfunctioning MCDs in counties
politan areas. that contain at least one functioning MCD.

Census Regions and Divisions The legal powers and functions of MCDs vary from state to state.
Most of the MCDs in twelve states (Connecticut, Maine, Massa-
The Census Bureau delineates two sets of sub-national areas chusetts, Michigan, Minnesota, New Hampshire, New Jersey,
that are composed of states. This two-tiered system of areas New York, Pennsylvania, Rhode Island, Vermont, and Wiscon-
consists of 9 census divisions nested in 4 census regions. The sin) serve as general-purpose local governments. In the remaining
Northeast region includes the New England division: Connec- eight states for which PEP produces MCD level estimates
ticut, Maine, Massachusetts, New Hampshire, Rhode Island, (Illinois, Indiana, Kansas, Missouri, Nebraska, North Dakota,
and Vermont; and the Middle Atlantic division: New Jersey, Ohio, and South Dakota) the MCDs, for the most part, perform
New York, and Pennsylvania. The Midwest region includes the less of a governmental role and are less well known locally, even
East North Central division: Illinois, Indiana, Michigan, Ohio, though they are active governmental units.
and Wisconsin; and the West North Central division: Iowa,
Kansas, Minnesota, Missouri, Nebraska, North Dakota, and MCDs primarily are known as towns (in New England, New
South Dakota. The South region includes the South Atlantic York, and Wisconsin), townships, and districts, but also include
division: Delaware, District of Columbia, Florida, Georgia, a variety of other entities. In Maine and New York, American
Maryland, North Carolina, South Carolina, Virginia, West Indian reservations are not part of any other MCD and there-
Virginia; the East South Central division: Alabama, Kentucky, fore, the Census Bureau treats them as MCDs. PEP does not
Mississippi, and Tennessee; and the West South Central divi- produce separate estimates for American Indian Reservations
sion: Arkansas, Louisiana, Oklahoma, and Texas. The West regardless of their MCD status. In some states, all or some in-
region includes the Mountain division: Arizona, Colorado, corporated places are subordinate to the MCDs in which they
Idaho, Montana, Nevada, New Mexico, Utah, and Wyoming; are located. Therefore, a place may be either independent of or
and the Pacific division: Alaska, California, Hawaii, Oregon, dependent upon MCDs. In one state (Ohio), a multi-county
and Washington. place may be treated differently from county to county. No
functioning MCDs exist in Puerto Rico.
Counties (and equivalents)
Incorporated Places
Counties are the primary legal divisions of most states. Most
counties are functioning governmental units, whose powers The legal designations, powers, and functions of incorporated
and functions vary from state to state. In Louisiana, these places vary from state to state. Incorporated places include cit-
primary divisions are known as parishes. In Alaska, the ies, towns (except in New England, New York, and Wisconsin
county equivalents consist of legally organized boroughs or where the Census Bureau recognizes towns as MCDs for census
“census areas” delineated for statistical purposes by the State purposes), boroughs (except in Alaska, where the Census Bu-
of Alaska and the Census Bureau (since 1980). In four states reau recognizes boroughs as equivalents of counties, and New
(Maryland, Missouri, Nevada, and Virginia), one or more York, where the Census Bureau recognizes the five boroughs
cities are independent of any county organization and thus that constitute New York City as MCDs) and villages. Incor-
constitute primary divisions of their states; the Census porated places can cross both county and MCD boundaries.
Bureau refers to these places as “independent cities” and treats When this occurs, the place name is followed by the designation
them as the equivalents of counties for estimates purposes. “pt” (which stands for part). The PEP produces estimates of the
The District of Columbia has no primary divisions and the unincorporated “balance of county” area for counties that are
entire area is considered to be the equivalent of a county. not entirely composed of incorporated places. Another way to
In Puerto Rico, municipios are the primary divisions and understand this is to think of the “balance of county” as the
treated as county equivalents for estimates purposes. Legal county population minus the county population resident within
changes to county boundaries or names are typically incorporated places.
infrequent.
Consolidated Cities
Minor Civil Divisions
Consolidated cities are a unit of government for which the
Legally defined county subdivisions are referred to as minor civil functions of an incorporated place and its county or MCD
divisions (MCDs.) MCDs are the primary divisions of a county. have merged. The legal aspects of this action may result in
They comprise both governmentally functioning entities—that is, both the primary incorporated place and the county or MCD
those with elected officials who provide services and raise

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 8: Target Markets and Channel Design Strategy 239

TABLE 8.1 (Continued) Milford, CT; and Nashville-Davidson, TN. Estimates also are
produced for the semi-independent places which together
continuing to exist as legal entities, even though the county or with the “balance record,” sums to the entire territory of the
MCD performs few or no governmental functions. Where one consolidated city.
or more other incorporated places within the consolidated
government continue to function as separate governmental Metropolitan and Micropolitan Statistical Areas
units, the primary incorporated place is referred to as a
“consolidated city.” The general concept of a metropolitan or micropolitan statis-
tical area is that of a core area containing a substantial popu-
Estimates will be shown for consolidated cities and the con- lation nucleus, together with adjacent communities having a
solidated city “balance,” which is the consolidated city minus high degree of economic and social integration with that core.
the semi-independent incorporated places located within the Metropolitan and micropolitan statistical areas comprise one
consolidated city. Consolidated cities include: Athens-Clark or more entire counties. For more information see http://www.
County, GA; Augusta-Richmond County, GA; Butte-Silver census.gov/population/www/estimates/aboutmetro.html
Bow, MT; Indianapolis, IN; Louisville-Jefferson County, KY;

Source: U.S. Census Bureau, Population Division Washington, D.C.

Fortunately, channel managers are not required to measure, track and forecast these
changes themselves. This is a job for experts in geography, demography, sociology and
economics, and much of the data they generate is available from secondary sources.
What is required of the channel manager, however, is an awareness of and sensitivity
to changes in market geography reflected in the data and a willingness to examine their
possible implications for channel design decisions.

TABLE 8.2 KEY PUBLISHED SOURCES FOR LOCATING MARKETS

SOURCE DESCRIPTION

Census Bureau’s Metropolitan Published by U.S. Department of Commerce. Maps depicting all © Cengage Learning 2013
Map Series officially defined Standard Metropolitan Statistical Areas. Com-
puterized version called GBF ⁄DIME (Geographic Base File/Dual
Commercial Atlas and Market Independent Map Encoding) also available.
Guide
Published by Rand McNally. Contains regional, state, and met-
County and City Data Books ropolitan area maps, as well as a vast amount of economic,
transportation, communication, and population data. Also con-
Editor and Publisher Market tains Canadian and world maps and information.
Guide
Published by U.S. Census Bureau. Convenient summary of sta-
The Sourcebook of ZIP Codes tistics on the social and economic structure of counties and cities
of the U.S.

Published by Editor and Publisher. Contains Market Guide Maps
showing location of all U.S. and Canadian daily newspaper cities
and metropolitan areas in the United States along with informa-
tion on population, housing, industries, newspapers, and other
data for each city and metropolitan area.

Published by ESRI Business Solutions (formerly CACI Marketing
Systems). All residential and nonresidential ZIP codes. Spending
potential indicated for 20 product/service categories; business
date including total firms and total employees.

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

240 Part 2: Developing the Marketing Channel

Market Size and Channel Design Strategy

The second dimension of the market framework, market size, refers to the number of
buyers or potential buyers (consumer or industrial) in a given market.

Bucklin developed a model relating market size to channel structure, which provides
some insight for using market size data.6 Bucklin’s model is shown in Figure 8.2. In the
figure, the horizontal axis measures the number of buyers in the market with each buyer
purchasing approximately the same number of units in each transaction. Cd is the cost
of the direct channel, which is almost constant for each buyer. The slight downward
slope is due to the likely existence of external marketplace economies for larger volumes
(better marketplace facilities at a lower cost). On the other hand, the channel using
intermediaries, Cm, shows high costs for a small market with a sharp decrease for larger
volume. The high initial costs result from the extra handling and transaction costs neces-
sary for the intermediary channel. At a low level of volume, any savings in concentration
and dispersion are insufficient to offset these. But as volume increases and the cost of
using intermediaries is spread over a larger number of buyers, costs decrease. When the
market size reaches the point Ue in Figure 8.2, the cost of the intermediary structure is
equal to the direct structure. As the market becomes even larger (to the right of Ue), the
channel structure using intermediaries is lower in cost.

The insight provided by Bucklin’s model into the possible relationship between
market size and channel structure is of particular use to the channel manager in Phase
1 of the channel design decision (knowing when a channel design decision is needed).
By keeping this theoretical model in mind, the channel manager seeing data on a
changing market size is likely to be more sensitive to its implications for channel
structure. For example, if market forecast data were to indicate a substantial increase

FIGURE 8 .2 The Cost per
Effect of Number of unit
Buyers (U) on the
Relative Cost of Direct
Channel versus
Middleman Channel

Cd
Cm

Ue Number of buyers (U)
Source: Louis P. Bucklin, Competition and Evolution in the Distributive Trades.
(Reprinted by permission of Prentice-Hall, Inc., Englewood Cliffs, N.J. © 1972.)

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 8: Target Markets and Channel Design Strategy 241

in the number of buyers in a particular market, questions such as the following should
emerge:

1. Will the increase in the number of buyers increase or decrease the average cost of
serving our buyers?

2. If an increase in average costs is likely, can our present channel structure be changed
to reduce these costs before the market reaches its forecasted size?

3. If such structural changes could be made, would this yield a differential advantage to
our firm?

The theory does not provide a clear-cut basis for answering these questions, so a large
dose of judgment that takes into account the peculiarities of particular situations and
other variables is still needed.7 Take, for example, the case of the firm attempting to reach
additional buyers in new territories. In this situation, a high, positive correlation between
the market geography and the market size dimensions is very likely because the geo-
graphical size and the number of buyers are increasing together. Given this particular sit-
uation, the answer to question one could be that the increasing market size will increase
the average cost of serving the buyers in the market. On the other hand, if the market size
dimension is increasing while the market geography dimension remains constant (that is,
if additional buyers are attracted within the present geographical territories), the effect on
costs may be much less. Such growth in market size within an essentially fixed geograph-
ical market has enabled a very “old-fashioned” marketing channel—home delivery of
milk—to make something of a comeback recently. Home delivery had, for many decades,
been the dominant channel for milk. But by the early 1960s, this channel had virtually
disappeared. Supermarkets and convenience stores became the preferred channels for
most consumers. But with the recent demand for “fresh,” “natural” and “organic” foods,
some small dairies, such as Crescent Ridge Dairy Inc. in Sharon, Mass., have been able to
position their locally produced milk sold in glass bottles and delivered directly to consu-
mers’ doorsteps as offering a superior customer experience. This positioning strategy,
however, could only work if delivery costs could be kept under control. Fortunately, the
growth in consumer demand for home delivery occurred within a stable geographical
area in Sharon, Mass., so drivers could cover their territories quickly and efficiently.8

Market Density and Channel Design Strategy

Market density refers to the number of buyers or potential buyers per unit of geograph-
ical area. This market dimension should also be considered in channel design strategy
because of its relationship to channel structure.

A useful concept that helps to illustrate the relationship is that of efficient congestion.9
According to this concept, congested (high-density) markets can promote efficiency in the
performance of several basic distribution tasks, particularly those of transportation, storage,
communication and negotiation.

With respect to transportation and storage, a high geographical concentration of cus-
tomers enables goods to be transported in large lots to the concentrated markets and
stored in a relatively small number of inventories capable of adequately serving the com-
pact markets. For markets characterized by low levels of density, smaller quantities of
goods have to be transported and smaller inventories are needed.

In terms of communication and negotiation tasks, dense markets facilitate the flows of
communication and negotiation.10 This is especially true when face-to-face information
and negotiation are necessary. For example, if a manufacturer’s salesperson must call on
50 accounts, it will take much less sales time and effort to call on these accounts if they
are located within an area of 100 square miles instead of 500.

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

242 Part 2: Developing the Marketing Channel

The major strategic implication of this discussion is that the opportunity to achieve a
relatively high level of customer access at low cost is higher in dense markets than in
more dispersed ones. Consequently, manufacturers of a wide array of products including
automobiles, consumer electronics, groceries, sporting goods, clothing, hardware and
many others seek out distributors and retailers that operate in dense markets. Even
though dense markets are most often located in major metropolitan areas and are the
most competitive, the large number of customers in close proximity to huge assortments
of products provides the greatest opportunity and highest level of efficiency. In short,
high concentrations of customers foster marketing channels that make high concentra-
tions of products available to those customers. Thus, customers benefit by having a vast
array of products conveniently available to them at competitive prices. Channel members
at the manufacturer, wholesaler and retailer levels, while often faced with intense compe-
tition in dense markets, have the offsetting advantage of the efficient congestion provided
by high-density markets.

FIGURE 8.3 Typical Basic product
Japanese Channel of producer
Distribution for a
Consumer Product

General wholesaler

Basic product Basic product
specialty wholesaler processor

Finished product Specialty wholesaler
processor

Regional wholesaler

Local wholesaler

Retailer

Source: Louis P. Bucklin, Competition and Evolution in the Distributive Trades. Prentice-Hall, 1972.
Copyright © Louis P. Bucklin. All rights reserved. Reproduced by permission.

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 8: Target Markets and Channel Design Strategy 243

Although the relationship between dense markets and channel structure appears to be
straightforward, the real world does not always conform to such neat implications. A case
in point involves the Japanese market for consumer goods. Japan appears to have a market
that is tailor-made for short channel structures. A huge population (almost half of that of
the United States) is concentrated in an area only 4 percent as large as the United States.
Yet channels are anything but short. Direct sales from the manufacturer to consumer are
virtually unheard of, and a three-level structure (manufacturer ? retailer ? consumer) is
almost as rare. Much more common are several levels of wholesalers intervening between
the manufacturer and the retailer, resulting in channel structures of four or more levels
(see Figure 8.3).11

The reason for such long channel structures even in the face of dense markets is the
result of early Japanese sociocultural patterns. Historically, the long, complex channel
structures grew from the early development of Japanese villages, which commonly dis-
trusted each other. Many neutral middlemen were needed to sell goods from one village
to the next. Then, as trading companies began to appear in the late nineteenth century,
they became so prominent in buying and selling that many manufacturing companies
never bothered to develop sales arms.

A channel manager unfamiliar with the Japanese culture would be in for a rude
awakening if he or she eagerly eyed the dense Japanese market as the “perfect oppor-
tunity” for direct distribution based on efficient congestion. So, even though the con-
cept of efficient congestion is a useful model for relating target market density to
channel design strategy, it is certainly not a complete model. Other factors, even seem-
ingly obscure ones,12 such as the nuances of Japanese history and culture, can offset
the ostensibly “hard” economic relationship between market density and channel
structure.

Market Behavior and Channel Design Strategy

This fourth dimension, market behavior, consists of four subdimensions: when the mar-
ket buys, where the market buys, how the market buys and who buys.

When Customers Buy
Neither consumer nor industrial markets buy products on a precisely predictable
time schedule that remains constant per time period. Frequently there are seasonal,
weekly and daily variations. Far more skis are sold to consumers in the winter than
in the summer. Air conditioners, snow tires, antifreeze, eggnog, short-sleeve shirts
and garden supplies are other obvious examples of products generally purchased
seasonally.

Weekly and daily variations in buyer behavior are common at the retail level and vary
across different trade areas throughout the country. In some areas, Wednesday may be
the big shopping night, while in other areas it may be Thursday or Friday. Several shop-
ping trends have followed a fairly similar pattern on a national basis, however, such as
stores being open seven days a week and staying open later in the evening on all week-
days or even 24 hours a day. Many catalog mail-order firms offer customers the oppor-
tunity to shop 24 hours a day, seven days a week for 365 days a year. They provide this
service in some cases with live operators, or if not, via voice mail, fax and, to an increas-
ing extent, over the Internet.13

Shopping via the Internet during regular working hours has also become quite com-
mon in recent years. In fact, studies show that the peak period of the day for online
shopping is 1 p.m. eastern standard time, while the slowest period is between the hours

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

244 Part 2: Developing the Marketing Channel

of 11 p.m. and 4 a.m. Online shopping activity then climbs rapidly in the early morning
until the peak level is reached by the early afternoon (1 p.m.). The highest volume online
shopping days of the week are Mondays and Tuesdays, while the weekend days of Satur-
day and Sunday show the lowest volume.14

Two important implications for the channel manager are related to this subdimension
of when customers buy.

First, seasonal variations tend to create peaks and valleys in the manufacturer’s pro-
duction scheduling. Sometimes, hardly enough production capacity exists to meet de-
mand, while at other times there is an excess capacity. Typically, the manufacturer
would like to smooth out these peaks and valleys in production because this will usually
lower average production costs. One way of attempting this is to produce in the off-
season and maintain the products in inventory for the heavy selling season. But this
can be a costly and potentially dangerous strategy if the manufacturer alone maintains
the inventory. The costs attendant to carrying the inventory—such as those for storage,
handling, insurance and financing (opportunity cost) plus the risk of lost, stolen and/or
obsolete goods—can more than offset the production cost’s savings from producing at a
steady level. If, however, the manufacturer can get channel members to stock some of
this inventory in the off-season, a portion of the costs and risks can be shifted to these
channel members. But channel members do not like to buy in the off-season unless they
are offered special inducements—particularly in the form of price concessions to com-
pensate them for the added costs and risks involved. Only the most powerful manufac-
turer who enjoys a truly dominant position in the channel can achieve off-season sales
without price inducements. For those manufacturers lacking this dominant position,
price inducements are probably necessary. Consequently, manufacturers who experience
wide seasonal variations in the purchase of their products should attempt to select chan-
nel members who are amenable to price inducements for off-season buying. In other
words, a willingness to buy in the off-season (given price inducements) should be used
as a criterion for selecting channel members.

The second implication of when customers buy as it affects channel design strategy is
also of particular relevance in the selection phase of channel design. This is simply that
the channel manager should attempt to select channel members who are in tune with the
changing patterns of when people buy. In other words, the channel manager should try to
avoid selecting channel members who are out of touch with the time demands of the
markets they serve. For instance, some retailers continue to remain closed on Sundays,
even though this has become the busiest shopping day for suburban consumers for
many kinds of products. Many auto dealers for decades maintained hours for their ser-
vice department that were extremely inconvenient for customers. Typically, they closed
early on weekdays and were closed on Saturdays and Sundays. Some auto dealers are
finally starting to offer more convenient service hours by staying open longer on week-
days and providing some Saturday hours.15

Including out-of-touch retailers in the channel could significantly hamper the manu-
facturer’s competitive position in the markets served by such retailers. Similarly, in the
industrial market, distributors who keep “bankers’ hours” may not provide the best pos-
sible level of service to customers. This, in turn, can hurt the manufacturer’s competitive
position. Although some of these traditional “main street merchants” and “old-line dis-
tributors” still exist, their days are numbered. Their hours of operation reflect an attempt
to make life convenient for them rather than their customers. So, regardless of their tra-
ditions, years in business and famous reputations, manufacturers seeking to make their
products conveniently available to customers will rely on them less and less for reaching
target markets.16

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 8: Target Markets and Channel Design Strategy 245

Where Customers Buy

The types of outlets from which customers choose to make their purchases and the loca-
tion of those outlets should be an important driver of channel design strategy.17 This
subdimension is closely related to the market geography dimension discussed earlier in
this chapter. This is because the types of outlets chosen by customers and their locations
ultimately determine the actual geographic locations of the markets that the channel
manager seeks to serve. Our focus in this section will be on briefly examining underlying
behavioral patterns of buyers that affect market locations and, in turn, channel design.

Research on where consumers buy is often based on the assumption that they will
behave so as to maximize their convenience in the selection of retail outlets. That is,
the consumer is seen as engaged in balancing the desirability of near and distant retailers
against the cost, time and energy that must be spent in overcoming distance. If this cost
is too high for patronizing a distant store, the customer will seek one that is closer.18
Finding a highly convenient location in terms of actual travel distance, driving or walk-
ing time or, in some cases, proximity to mass transit points has been a sine qua non of a
good retail location.19 This has been the case particularly for stores selling convenience
goods, where intense competition is prevalent and a differential advantage based on non-
price variables is difficult to achieve. Supermarkets, for example, have learned through
market research and experience that a convenient location is of overwhelming impor-
tance in attracting consumer patronage. For retailers handling mainly shopping and spe-
cialty goods, such as department stores and specialty stores, a highly convenient location
is also of great importance. However, some less prime locations may be offset by retailers
who create differential advantages based on unusual merchandise, extraordinary varieties
and assortments of merchandise, special services or other factors. In these cases, consu-
mers may be willing to travel farther to gain access to these stores. In doing so they en-
gage in trade-off behavior: forgoing some convenience for other factors offered by the
more distant retailers.20

With the growth in online shopping as a major channel alternative in recent years,
the location of retailers or other sellers is of little or no concern to customers who have
chosen to use this channel choice. For these consumers, product selection, availability
and price are the key factors that determine which online sellers will be chosen.

Even though there has been tremendous growth in consumer online sales during
the first decade of the twenty-first century, from just a few billion dollars in 2000
to over $175 billion dollars by 2010, as a percentage of total retail sales, online sales
still accounted for less than 4 percent of total retail sales through all channels. Thus,
most consumer purchases are still made via conventional, land-based channels of
distribution.21

So, while channel managers cannot afford to ignore electronic or online marketing
channels, much of their attention still needs to be focused on changing patterns of where
customers are shopping in the world of conventional channels. For example, far fewer
customers are going to video stores, so literally thousands of video stores have closed
over the last several years. The once mighty Blockbuster has filed for bankruptcy protec-
tion as consumers have moved to other channels including cable on demand, mail-order,
iTunes downloads, Hulu, Netflix and vending machines.22

Consider also Walmart, the world’s largest retailer. For decades, this giant retailer has
been famous for big-box stores in the suburbs. Now it plans to open hundreds of much
smaller stores in urban areas across the U.S. Why is Walmart doing this? Millions of
consumers in urban areas, many of whom are in the lower income brackets, are looking
for convenience. They want stores right in their neighborhoods that offer good selection
and low prices. The high cost of gasoline has accelerated this demand.23

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

246 Part 2: Developing the Marketing Channel © Cengage Learning 2013

In the healthcare field, visiting retail pharmacies to get prescriptions filled is currently
the channel of choice for millions of consumers. But this is a high-cost channel that
pharmacy benefits management firms, such as St. Louis-based Express Scripts, are seek-
ing to change. Express Scripts wants consumers to switch to mail-order channels for
their recurring drug purchases.24 Mail order suppliers can fill prescriptions through
highly automated, large-scale, centralized pharmacies and provide a three-month supply
rather than the one-month supply available from conventional retail pharmacies result-
ing in big cost savings. Will Express Scripts be successful in its quest to change the chan-
nels where millions of consumers get their prescriptions filled? Only time will tell, but
early indications suggest that the company will get a positive response from consumers.25

Turning from healthcare to high-fashion channels, it seems that a large number of
affluent consumers hurt by the Great Recession of 2008 now want to have more access
to fashion merchandise from outlet stores. In fact, one major study found that 75 percent
of consumers earning over $100,000 are favorably disposed to shopping at outlets.26 The
result? Famous retailers such as Bloomingdales, Lord & Taylor, Neiman Marcus Group,
Saks Inc. and Nordstrom have all opened or will be opening outlet stores all over the
country.

These are, of course, just a few examples of changes occurring in the channels where
consumers shop. Numerous others are occurring and will continue to occur in the fu-
ture. And these changes may not follow a predictable or obvious script, such as high-
tech developments leading inevitably to high-tech channels. Reality tends to be more
complicated than this. Indeed, as we mentioned earlier in this chapter, some really
“old-fashioned” channels, such as farmers’ markets and home delivery of milk by milk-
men, can appear alongside the most modern, high-tech marketing channels!

How Customers Buy
Customer preferences reflected in purchase behavior indicate how the market buys (see
Table 8.3 for examples). Each of the ten behaviors shown in the table can vary across
different market segments and over time for any given product category. For example,
with respect to food purchases, middle-income consumers who shop mainly in super-
markets buy in larger quantities than do lower-income consumers patronizing smaller
neighborhood stores. More affluent consumers are also likely to demand more assistance
from salespeople than less affluent consumers who are amenable to more self-service in
many product categories. For almost all market segments, several of these patterns have
been changing over time, such as the general shift to one-stop shopping, using credit and

TABLE 8.3 CONTRASTING BEHAVIORS RELATED TO HOW
CUSTOMERS BUY AT THE CONSUMER LEVEL

1. Large quantities versus small quantities purchased in each transaction
2. Self-service versus assistance by salespeople
3. One-stop shopping versus buying from several stores
4. Impulse buying versus extensive decision making prior to purchase
5. Using cash versus credit
6. Shopping at home online or via catalog versus shopping at stores
7. Expending substantial effort through comparison shopping versus little effort
8. Demanding extensive service versus little service
9. Using smartphones to check prices and comparison shop while in-store versus using

desk-top or laptop to comparison shop out-of-store.
10. Using self check out versus being checked out by store cashier.

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 8: Target Markets and Channel Design Strategy 247

debit cards instead of cash and making more use of the Internet for online shopping. For
example, during the Christmas holiday season (the month between Thanksgiving and
Christmas), online sales as a percentage of total retail sales more than doubled to over
8 percent from the just under 4 percent recorded for the entire year of 2010. Some ob-
servers believe that as more consumers have successful experiences using online channels
during hectic holiday periods, they will develop more confidence in this channel option
throughout the year, thus driving additional gains in the percentage of total retail sales
going to online channels. The same pattern may also hold for mobile or m-commerce
channels. While less than 5 percent of consumers had used smartphones or other mobile
devices for shopping by the close of the first decade of the twenty-first century, signifi-
cant growth is expected as consumers gain more experience and confidence in this chan-
nel and as sellers place more emphasis on using m-commerce channels in their channel
portfolios.

Although there has been tremendous growth in online shopping in recent years, con-
sumers still expect conventional channels to be readily available as well.27 In fact, more
and more consumers have become “channel surfers” because they shop in multiple
channels—in a retailer’s stores, from its catalogs and from its web site. Some industry
observers have referred to this phenomenon as threetailing (in-store, catalog, online).28

Significant changes have also been occurring for specific segments of the market. For
example, good personal selling at the retail level may be making a comeback, at least in
the department and specialty store sectors. Such famous stores as Bloomingdale’s, and
Neiman Marcus have followed the lead of Nordstrom in meeting what appears to be in-
creasing consumer demand for knowledgeable and helpful salespeople. At the same time,
another segment of consumers is opting for membership in warehouse clubs such as
Sam’s Club, BJ’s Wholesale and Costco, which stress Spartan surroundings and mini-
mum service but low prices.29

Changing patterns of how consumers shop can also be seen in a phenomenon some-
times referred to as “commando shopping.” The so-called commando shopper is one
who visits stores advertising loss-leaders but instead of staying in the stores and buying
additional products on which the stores make a significant profit margin, the commando
shopper scoops up only the advertised loss-leader items and then immediately leaves the
store. Such sophisticated (some might say ruthless) consumer shopping behavior defeats
the purpose of one of the most important and time-honored promotional strategies used
in retailing.

Sometimes a major change in how consumers shop is revealed through an innovation
undertaken by a channel member that elicits a very favorable consumer response. Kohl’s,
a discount department store in the U.S. focusing heavily on brand-name apparel, is a
good example of this. Kohl’s uses its racetrack layout designed to expose customers to
the maximum amount of merchandise in the shortest time. Rather than walking up and
down aisles, shoppers circle around the merchandise as they move through the store.
Though they spend less time in the store, they buy more merchandise.30 This flies in
the face of decades of retailing layout strategy, which has been predicated on the as-
sumption that the more time customers spend in the store, the more merchandise they
will purchase. So, retail store layouts have traditionally been designed as a maze of aisles
and rows to keep customers “locked into” the store for as long as possible.31 But the tre-
mendous success of Kohl’s circular, or racetrack, layout shows that customers appreciate
the effort to make shopping quicker and easier, and they have rewarded the company by
abandoning competitors and spending more of their dollars at Kohl’s.

The changing nature of how customers buy means that the channel manager must be
tuned in to what changes are likely to occur.32 But the channel manager is also faced
with an even more difficult problem—determining whether such changes are temporary

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

248 Part 2: Developing the Marketing Channel

or long-term. Because of the generally long-term nature of commitments among the
channel members and often high costs of changing channels, the channel manager
does not want to make substantial changes in the channel structure to respond to
short-lived changes in buyer behavior. To do so is not only costly, but may also foster
serious conflicts, which, in turn, may have adverse effects on channel performance and
viability (see Chapter 4). Yet, if changes in how customers buy represent fundamental
long-term patterns, prompt action in making channel design decisions to meet these
changes can result in an important differential advantage to the firm, especially if the
channel manager beats competitors to the punch in making the necessary channel de-
sign decisions.33

Who Buys

The subdimension of who does the buying has two aspects: (1) who makes the physical
purchase and (2) who takes part in the buying decisions.

Who Makes the Purchases From a channel design standpoint, who actually buys the
product can affect the type of retailers chosen in the consumer market34 and may also
influence the kinds of channel members used to serve industrial markets. For example,
women traditionally shop in department stores far more heavily than men. Conse-
quently, products that are known to be purchased mainly by men should not rely on
department stores as the primary retail outlet. Product purchase, however, should not
be confused with product usage. Many products used by men (such as shirts, ties, under-
wear, toiletries, jewelry and even some consumer electronics) are purchased for them by
their wives or girlfriends in department stores. Care should therefore be taken to distin-
guish between who uses the product and who makes the actual purchase.

Some companies, such as Kimberly-Clark Corp., have gone to extraordinary lengths
to help their channel members, such as Walgreen Co., Rite Aid Corp. and Family Dollar
Stores Inc., to create retail channel environments that reflect the demands of who is
doing the buying. Specifically, many of the customers patronizing these stores are over
65 years old and a significant segment of that group of older customers has physical
limitations that can make a “normal” retailing environment challenging. To find out
just how challenging, Todd Vang, a Walgreen’s vice president, after going through a
Kimberly-Clark training program, donned glasses that blurred his vision, placed un-
popped popcorn in his shoes and taped his thumbs to his palms. He then went shopping
in the store and after trying to find, reach up and pull down a can of soup, he quickly
realized the difficulties that many over-60 customers encounter in a typical retail envi-
ronment. To help make their stores more user-friendly for older adults, Walgreen’s will
spend between $30,000-$50,000 per store to put in call buttons near heavy merchandise,
magnifying glasses on store shelves, change signage, provide smaller, more manageable
shopping carts and numerous other tweaks.35

Another example of a firm going out of its way to adapt its channel design strategy to
reflect who is doing the buying is British retail giant Tesco PLC. Before opening a chain
of food stores on the west coast of the U.S., Tesco built a full-size prototype store inside
a warehouse to create a realistic laboratory to observe first-hand the behavior patterns of
consumers shopping in the particular kind of retail environment offered by Tesco’s food
stores, which are smaller than typical U.S. supermarkets but larger than convenience
stores. Tesco’s goal is “to design the perfect store for the American consumer in the 21st
century.”36 The jury is still out on whether Tesco will achieve this objective, but the firm
has certainly made a serious attempt to do so.

Understanding the behavior of consumers as they shop so that channel design strat-
egy can better reflect what consumers are looking for is not limited to bricks and mortar

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 8: Target Markets and Channel Design Strategy 249

channels. Consumers’ shopping behavior online is being scrutinized extensively by such
research firms as ATG, based in Cambridge, Mass. ATG uses an analytical technique re-
ferred to as “preference prediction” to help its clients create online shopping experiences
that will be consistent with consumer online shopping behavior. By capturing data on
the rapidity of mouse clicks, length of time consumers linger over product reviews, the
different products they look at and a variety of other factors, ATG is able to derive
insights about consumer shopping behaviors this can help sellers create online channel
environments that can actually anticipate consumer preferences, almost as if the
Web site had read the customer’s mind!37

Who Participates in the Buying Decision The more difficult aspect to analyze than
who actually makes the physical purchase is who decides to make the purchase in the
first place. Indeed, this has been a topic of substantial research in the consumer behavior
literature and in industrial marketing as well.

At the consumer level, the question of who takes part in the buying decision is usually
in the context of a family unit. Influence on buying decisions revolves around the roles
played by the husband, wife and, sometimes, the children. For example, a classic study of
influence patterns in the purchase of men’s clothing revealed that 61 percent of the men
responding said women (wives or girlfriends or female friends) exerted a major influence
on buying decisions and 20 percent reported some influence, while only 19 percent re-
ported no influence.38

Best Buy Co., in an attempt to learn more about the role of females in buying deci-
sions, has established what Best Buy calls “Women’s Leadership Forums,” loose-knit
groups of female employees and customers that meet periodically all over the country.
These groups hold discussions that help to identify the female perspective in the con-
sumer decision process. For example, while Best Buy was well aware that the overwhelm-
ing majority of its customers are male, the reasons so many women were deciding not to
shop at Best Buy were still a mystery. One insight that emerged from the Women’s Lead-
ership Forum sessions was the women’s negative perception of Best Buy’s merchandise
presentation, particularly for major appliances. Women shoppers found Best Buy’s pen-
chant for simply lining up large quantities of appliances row upon row to be cold and
sterile. The solution, which also emerged from the forums, was to redesign Best Buy
showrooms to resemble kitchens. Appliance sales increased as more women decided to
shop in the now more hospitable Best Buy showrooms.39

In the industrial market, it is not at all unusual to have several people in the buying
firm involved in the purchase decision. This phenomenon is sometimes referred to as
multiple influences on the buying decision. Webster and Wind refer to the sets of people
who participate in industrial buying decisions and who are responsible for the conse-
quences resulting from the decision as buying centers.40 The buying center has six dis-
tinct roles that various individuals in the organization fill.41

1. Users—the members of the organization who will use the product or service. In
many cases, the users initiate the buying proposal and help define the product
specifications.

2. Influencers—people who influence the buying decision. They often help define spe-
cifications and also provide information for evaluating alternatives. Technical people
are especially important as influencers.

3. Deciders—people who have the power to decide on product requirements and/or on
suppliers.

4. Approvers—people who must authorize the proposed actions of deciders or buyers.
5. Buyers—people with formal authority for selecting the supplier and arranging the

terms of purchase. Buyers may help shape product specifications, but they play their

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

250 Part 2: Developing the Marketing Channel

major role in selecting vendors and negotiating. In more complex purchases, the
buyers might include high-level executives as participants in the negotiations.
6. Gatekeepers—people who have the power to prevent sellers or information from
reaching members of the buying center. For example, purchasing agents, reception-
ists and telephone operators may prevent salespeople from talking to users or
deciders.

The task facing both the consumer and the industrial marketer is to make a careful
evaluation of who is involved in making buying decisions so that they will be better
able to target the influential parties.42 The channel manager’s role in this is to determine
whether the planned or existing channel structure will inhibit or facilitate the firm’s at-
tempts to reach the more influential parties to buying decisions. Although there are no
clear-cut methods for doing this, three heuristics provide some insight for examining
channel structure and the capability to reach the influential parties to buying decisions.

First, as pointed out in earlier chapters, as the channel becomes longer, the degree of
control exercised by the manufacturer is lessened. Consequently, the manufacturer’s abil-
ity to oversee whether channel members are dealing with the more influential partici-
pants in purchasing decisions is also reduced. For example, if a product has gone
through a four-level channel (M ? W ? R ? C), the manufacturer can exercise little
direct control to assure that the retailers’ salespeople are focusing on the right family
members at the point of purchase. Or, in the industrial market, a manufacturer selling
through selling agents and industrial distributors may have limited ability to determine
whether these channel members’ salespeople are calling on the appropriate parties to
buying decisions.

Second, as a corollary to the first heuristic, as the intensity of distribution at each level
of the channel becomes greater, the manufacturer’s capacity to supervise the selling efforts
of channel members becomes lower.43 Misdirected efforts by channel members as to who
influences buying decisions are thus more difficult to detect and change than when more
selective distribution exists at each level.

Third, larger and more powerful channel members (such as Best Buy) are more difficult
to influence than smaller, less powerful channel members. So, for example, if an appliance
manufacturer wanted Best Buy to change its merchandise presentation strategy to appeal
more to the preferences of female shoppers, it needs to realize that getting the giant re-
tailer to change is not likely to happen quickly or easily.

Other than heeding these three heuristics, the channel manager can help to assure the
appropriateness of a channel structure for reaching the influential buying parties through
explicit consideration of this issue when selecting channel members. By putting addi-
tional weight on the prospective channel members’ management and sales force abilities
to understand who influences buying decisions before they become channel members,
subsequent problems in this regard can be reduced. While this was not cited explicitly
as a specific criterion in the selection of intermediaries (see Chapter 7), it is implicit in
the criteria of sales strength and management ability.

Summary when and where customers choose to acquire products
and services as well as which customers make purchas-
Market (customer) considerations are the key determi- ing decisions and do the actual buying. Consequently,
nant of channel strategy and structure because when all market variables are of fundamental importance in
is said and done, marketing channels must reflect the channel design decisions. The channel manager should
needs and wants of customers. In short, marketing
channels must be customer-centric—reflecting how,

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 8: Target Markets and Channel Design Strategy 251

attempt to analyze markets with a view toward gaining (4) market behavior, which breaks down into four sub-
a sustainable competitive advantage through channel dimensions of when, where and how the market buys
designs that serve those markets better than the as well as who buys.
competition.
The channel manager must attempt to understand
In order to analyze markets effectively for channel how these dimensions and subdimensions operate in
design purposes, a framework consisting of four basic various markets and develop channel strategies and
dimensions was used in this chapter. These are: structures that will enable the firm to serve these mar-
(1) market geography, which deals with the physical kets effectively and efficiently. The channel manager
location of markets and their distance from the pro- must also be sensitive to changes in these dimensions
ducer or manufacturer; (2) market size, the number and, if necessary, be able to make appropriate modifi-
of buyers in a given market; (3) market density, the cations in the channel structure to adapt to such
number of buyers per unit of geographical area and changes.

Review Questions 6. What is efficient congestion? How does this re-
late to market density? Is this relationship as
1. The category of market variables was cited in straightforward as it seems?
Chapter 6 and the present chapter as one of
fundamental importance to channel design. 7. The market behavior dimension was broken
Explain why this is so. down into four subdimensions in this chapter.
Define each of these subdimensions.
2. Should market variables be examined before
other variables when designing the channel? 8. Discuss the major issues facing the channel
Explain. manager with respect to where buyers make their
purchases.
3. In this chapter, a four-dimensional framework
was used for analyzing markets in relation to 9. Identify any changing patterns of how consu-
channel design strategy. Define each of these mers (or industrial buyers) purchase goods with
dimensions. which you are familiar. Trace the effects that
these changes may have on the channel
4. In this chapter it was pointed out that market structure.
geography is subject to changes. Why should the
channel manager be concerned with such 10. The subdimension of who participates in buying
changes? decisions may be of importance to the channel
manager. Under what conditions might this be
5. If information indicates that the market size is the case?
increasing, what kinds of questions should this
pose for the channel manager?

Channel Issues for Discussion 2. The number of consumers subscribing to cable
television services in the U.S. had declined sig-
1. There is an old saying that predates the mar- nificantly by the end of the first decade of the
keting concept by perhaps 100 years: “The cus- twenty-first century. In the third quarter of 2010
tomer is king.” This is usually interpreted to alone, almost 120,000 consumers discontinued
mean that businesses should remember that the their cable subscriptions and the pace of decline
only reason they are in business is to serve the is expected to not only continue, but to accelerate
customer, because without customers there as well. This pattern of what some industry ob-
would be no business. This expression is seldom servers refer to as “cord-cutting” is being driven
related to the design of marketing channels. Yet, by a shift from cable to web-based channels
in the long run, is it not the “customer king” provided by such firms as Hulu, Walt Disney,
who decrees the structure of the marketing NBC, Universal and Netflix. Not only are the
channels that ultimately develop? monthly subscription charges typically charged
Do you agree or disagree? Discuss the by these firms lower than those charged by
statement using several examples for or
against.

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

252 Part 2: Developing the Marketing Channel

traditional cable companies, but the web-based company, based in Secaucus, New Jersey, has
channels also seem to fit better with modern enjoyed strong sales growth in recent years. What
consumer lifestyles. is so different about the way Goya sells its wide
range of food products, such as Spanish olive oil,
What do you think is the cause of this dra- beans, Caribbean fruit juices, soft drinks and
matic shift from cable channels to web-based desserts, is the company strategy for using shelf
channels for delivery of home entertainment? space in supermarkets: Goya displays all of its
diverse food products together in one section
3. By the end of the first decade of the twenty-first rather than by category of product as is done for
century, the anti-junk food movement had really most food producers. Goya does this because the
begun to take hold in the U.S. Of particular food brokers it uses to get placement for its
concern was the sale of junk food through products in the supermarkets have learned by
vending machines in schools. The easy availabil- working closely with store managers that this all-
ity of salty snacks, candy and sodas made easily in-one section approach is consistent with how
available from the machines provided a level of consumers shop. Some observers believe that
temptation that was just too enticing for many Goya’s shelf strategy causes the company to lose
students to resist. But could vending machine the so-called crossover market. That is, custo-
channels that worked so effectively to sell junk mers who are shopping for a particular product
food in schools work just as well for selling will not have the opportunity to compare the
healthier foods? This is the question that Stony- Goya product to competitors’ products. But Goya
field Farm, a Londonderry, New Hampshire is sticking to its guns, arguing that its store-
maker of organic yogurt, is seeking the answer to within-a-store strategy has worked so well that it
by putting health-food vending machines in a has never had to pay slotting fees to keep its
number of New England high schools. Stonyfield products on store shelves.
is betting that attractive displays of healthy
snacks and the convenience provided by vending If many of Goya’s products represent high
machines will prove to be just as effective in en- quality and excellent value, as the company
ticing students to buy healthy foods as they were claims, wouldn’t a strategy of spreading the pro-
in getting them to buy junk foods. ducts all over the supermarket open up more
Do you think the vending machine channel opportunity for sales growth than confining all of
will work for healthy foods as well as this channel Goya’s products to one place in the store?
worked to sell junk food to students? Why or Discuss.
why not?
6. For decades, giant big-box retailers like Walmart
4. Airports may be where the real action is in re- supercenters, Best Buy, Home Depot, Staples,
tailing. At least this is the impression one might Target and many others emphasized building
get by observing some recent developments. bigger and bigger stores with broader assortments
Bloomingdale’s was one of the first major retai- of merchandise and low prices to attract custo-
lers to open a branch in an airport when its mers. But in recent years, customers pressed for
clothing and gift boutique opened at JFK Inter- time and having easy access to an extensive array
national Airport in New York. Now FAO of online channels are becoming frustrated with
Schwartz, a famous toy retailer, has opened the difficulties of navigating their way through
branches in several airports, while McDonald’s these giant retail stores, especially when they
and Burger King are also moving in. A number cannot find all of the items they have on their
of other major retailers may follow in airports shopping lists. One study by Walmart, for exam-
throughout the United States. ple, found that an average shopper at a Walmart
Does this make sense? Discuss in terms of supercenter spends 21 minutes in the store but
the relevant market dimensions that might un- finds only 7 of the 10 items on her or his shopping
derlie such developments. list. There is growing concern among big-box re-
tailers that the consumer’s desire for a convenient
5. Goya Foods Inc. produces and markets Hispanic and efficient shopping experience could under-
foods sold mainly through supermarkets mine the big-box retail channel in the future.
throughout the U.S., especially those that serve
markets with large Hispanic populations. The

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 8: Target Markets and Channel Design Strategy 253

Do you think that the days of giant, big-box artistic engraving and the hand hammering?” he
retailers are numbered? Why or why not? remarked to his wife in frustration. “These are
supposed to be top-notch retailers but they
7. Avijit Mohan was really upset about the poor don’t seem to know a thing about selling these
job the three department stores were doing with products,” he lamented.
his line of fine brass products from India. “They
just put the stuff out on the floor as though Is Avijit Mohan being fair with his criti-
they were cheap trinkets that the customer buys cism? Discuss in terms of consumer buying
on impulse. Don’t they realize that this mer- patterns, the constraints on the department
chandise has to be sold by knowledgeable stores and Mohan’s choice of channel structure
salespeople who can show the fine details, the to sell these products.

References 12. Boryana Dimitrova and Bert Rosenbloom, “Standardi-
zation Versus Adaptation in Global Markets: Is Channel
1. Lawrence G. Friedman, Go To Market Strategy, (Oxford: Strategy Different?” Journal of Marketing Channels
Butterworth-Heinemann, 2012); for an insightful study (April-June 2010): 157–176.
related to this point, see Thomas L. Baker, Penny M.
Simpson and Judy A. Siguaw, “The Impact of Suppliers’ 13. Chiquan Guo, “Competing in High-Growth Markets:
Perceptions of Reseller Market Orientation on Key The Case of E-Commerce,” Business Horizons (March/
Relationship Constructs,” Journal of the Academy of April 2002): 77–83.
Marketing Science (Winter 1999): 50–77.
14. “Favorite U.S. Online Shopping Hours: Working
2. Matthew Garrahan, “Viewers Pull Plug on Cable TV,” Hours,” (November 17, 2010). http://www.cybersource.
Financial Times, November 18, 2010: 17. com/news_ad_events/view.php?page_id=1524

3. Timothy W. Martin, “Retailers Jocky to Market Swine-Flu 15. For a related discussion, see: Finbarr O’Neill, “The
Shots,” Wall Street Journal, December 29, 2009: B1, B6. Auto Industry’s Comeback,” Wall Street Journal, July 30,
2009: A17.
4. Larry Kelly and Kyle Allen, “Crossing the Great Channel
Divide,” Retailing Issues Letter vol. 18, no. 2007: 1–6. 16. For a fascinating discussion related to the changing re-
tailing scene and the social changes underlying them, see
5. Thea Durfee and George Chen, “Should We E-?” Journal Stacy L. Wood, “Future Fantasies: A Social Change Per-
of Business Strategy (February 2002): 14–17. spective of Retailing in the 21st Century,” Journal of Re-
tailing 78 (2002): 78–83.
6. Louis P. Bucklin, Competition and Evolution in the Dis-
tributive Trades, (Englewood Cliffs, N.J.: Prentice-Hall, 17. See for example: Utpal M. Dholakia, Barbara F. Kahn,
1972), pp. 17–18. Randy Reeves, Aric Rindfleisch, David Stewart and Earl
Taylor, “Consumer Behavior in a Mulitchannel, Multi-
7. For an article that does provide insight into these and media Retailing Environment,” Journal of Interactive
similar questions, see David J. Reibstein and Paul W. Marketing vol. 24 (2010): 86–95.
Farris, “Market Share and Distribution: A Generaliza-
tion, a Speculation and Some Implications,” Marketing 18. For a related discussion, see G. Roy Funkhouser and
Science vol. 14, no. 2 (1995): 190–202. Richard Parker, “The Consumer Cost Matrix: A New
Tool for Product, Service and Distribution Channel De-
8. Gwendolyn Bounds, “Small Dairies Profit from a Re- sign,” Journal of Consumer Marketing (Summer 1986):
surgence of Home Deliveries,” Wall Street Journal, May 35–42.
15, 2007: B4.
19. Bert Rosenbloom, Retail Marketing, (New York:
9. Revis Cox, “Consumer Convenience and the Retail Random House, 1981), pp. 319–320.
Structure of Cities,” Journal of Marketing 23 (April
1959): 359–362; and Louis P. Bucklin, A Theory of Dis- 20. Bert Rosenbloom, “The Trade Area Mix and Retailing
tribution Channel Structure, (Berkeley: University of Mix: A Retail Strategy Matrix,” Journal of Marketing 40
California Press, 1966), 45. (October 1976): 63–64.

10. Bucklin, A Theory of Distribution Channel Structure, 45. 21. U.S. Census Bureau “E-Stats,” (May 27, 2010): 1–8.
11. For two excellent background works on Japanese mar- www.census.gov/estats

keting channels, see Yoshihiro Tajma, “Japan’s Markets 22. Jessie E. Vascellaro and Sam Schechner, “Slow Fade-Out
and Distribution System,” Journal of Marketing Chan- for Video Stores,” Wall Street Journal, September 30,
nels (Fall 1994): 3–16; and Michael R. Czinkota and Jon 2010: A6.
Woronoff, Japan’s Market: The Distribution System,
(New York: Praeger, 1986).

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

254 Part 2: Developing the Marketing Channel

23. Miguel Butillo, “Wal-Mart Plans Small, Urban Stores,” Association, eds. Gary Frazier et al. (Chicago: American
Wall Street Journal, October 14, 2010: B1, B2. Marketing Association, 1988), pp. 237–241.
35. Ellen Byron, “Seeing Store Shelves Through Senior
24. Mathew Boyle, “Coaxing Patients Out of the Drugstore,” Eyes,” Wall Street Journal, September 14, 2009: B1, B2.
BusinessWeek, July 27, 2009,: 58. 36. Cecilie Rohwedder, “Tesco Studies Hard for U.S. Debut,”
Wall Street Journal, June 28, 2007: B1, B2.
25. For an excellent study related to this issue, see: Rajasree 37. Stephen Baker, “The Web Knows What You Want,”
K. Rajamma and Lou E. Pelton, “An Empirical Investi- BusinessWeek, July 27, 2009: 46–49.
gation of Consumers’ Procurement of Pharmaceutical 38. Ronald D. Michman, “The Male Queue at the Checkout
Products via Online Retail Channels,” Psychology and Counter,” Business Horizons (May-June 1986): 51–55;
Marketing (October 2009): 865–887. Julie Flaherty “To Start a Men’s Line, A Pitch to
Women,” New York Times, August 4, 2002: BU 5; for a
26. Rachel Dodes, “Tony Retailers Hope Outlets Fuel Sales,” fascinating study of consumer purchasing behavior for
Wall Street Journal, August 9, 2010: B7. this product category in a foreign environment (Turkey),
see Muge Arslan and Ercan Gegez, “Consumer Behavior
27. See for example: Ruby Roy Dholakia, Miao Zhao and in the Purchase of Men’s Shirts: A Focus Group Research
Nikhilesh Dholakia, “Multichannel Retailing: A Case in the Turkish Market,” paper presented at the European
Study of Early Experiences,” Journal of Interactive Mar- Institute of Retailing and Services Science Annual Confer-
keting (Spring 2008): 63–74. ence, Heidelberg, Germany (August 16-19, 2002).
39. Miguel Bustillo and Mary Ellen Lloyd, “Best Buy Seeks
28. “Integrating Multiple Channels,” Chain Store Age Female Shoppers,” Wall Street Journal, June 16, 2010: B5.
(August 2001): 24A. 40. Frederick E. Webster, Jr. and Yoram Wind, Organiza-
tional Buying Behavior, (Englewood Cliffs, N.J.: Prentice
29. Wendy Zellner, “Warehouse Clubs: When the Going Hall, 1972), 6.
Gets Tough,” Business Week, July 16, 2002: 60. 41. Philip Kotler, Marketing Management, Analysis, Plan-
ning, Implementation and Control, 6th ed. (Englewood
30. Stephanie Anderson Forrest, “Don’t Tell Kohl’s There’s a Cliffs, N.J.: Prentice-Hall, 1988), 213.
Slowdown,” Business Week February 12, 2001: 62. 42. For an in-depth analysis related to this issue among in-
dustrial buyers, see Elizabeth J. Wilson, Gary L. Lilien
31. Bert Rosenbloom, “From Merchants to Marketers: and David T. Wilson, “Developing and Testing a Con-
Trends in U.S. Retailing for Europe to Watch,” Thexis tingency Paradigm of Group Choice in Organizational
(Spring 2001): 8–11. Buying,” Journal of Marketing Research (November
1991): 452–466.
32. For an outstanding analysis of the role played by differ- 43. For an article related to this issue, see Daniel C. Smith and
ent forms of competition on channel structure, see Chip Jan P. Owens, “Knowledge of Customers’ Customers as a
E. Miller, James Reardon and Denny McCorkle, “The Basis of Sales Force Differentiation,” Journal of Personal
Effects of Competition on Retail Structure: An Exami- Selling and Sales Management (Summer 1995): 1–14.
nation of Intratype, Intertype and Intercategory Com-
petition,” Journal of Marketing (October 1999): 107–120.

33. Joseph P. Guiltinan, “Planned and Evolutionary Changes
in Distribution Channels,” Journal of Retailing (Summer
1974): 79–91.

34. See, for example, E. W. Boatwright, J. Steven Kelly and
William Haueisen, “Off-Price and Outlet Malls: A Pro-
file of ‘Heavy’ Shoppers,” Proceedings of the Annual
Educators’ Conference of the American Marketing

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

3P A R T

Managing the Marketing
Channel

Chapter 9
Motivating the Channel Members
Chapter 10
Product Issues in Channel Management
Chapter 11
Pricing Issues in Channel Management
Chapter 12
Promotion through the Marketing Channel
Chapter 13
Logistics and Channel Management
Chapter 14
Evaluating Channel Member Performance

255

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

9C H A P T E R © OmniTerra Images

Motivating the Channel
Members

LEARNING OBJECTIVES
After reading this chapter, you should:
1. Understand the definitions of channel management and motivation management in marketing

channels.
2. Recognize the distinction between channel management decisions and channel design decisions.
3. Be familiar with the basic framework for motivating channel members.
4. Know the major means for learning about channel member needs and problems.
5. Understand the basic approaches for providing support for channel members.
6. Be aware of the underlying differences in the relationship implied in the three approaches for

supporting channel members.
7. Be cognizant of the need to provide leadership in channels through the effective use of power.
8. Realize that there are significant limitations on the degree of channel control available to the

channel manager in an interorganizational setting.

257

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

258 Part 3: Managing the Marketing Channel

FOCUS ON CHANNELS

Looks like the Strategic Distribution Alliance between
Starbucks and Kraft May Soon Stop Perking

Starbucks is best known for its chain of thou- up to the terms of the alliance for such things as
sands of coffee shops located all over the globe. failing to create good store displays and not involv-
But Starbucks is also a major manufacturer of ing Starbucks in developing sales strategies.
packaged coffee products sold outside of its cof-
fee shops mainly in supermarkets. In fact, the Starbucks believes that substantial growth po-
packaged coffee products division of Starbucks tential still exists for its packaged coffee products
has enjoyed dramatic growth over the last dozen even as growth in its coffee shops has slowed. By
years from $50 million in 1998 to over $500 mil- breaking the alliance with Kraft, Starbucks hopes
lion by 2010. to gain more control and greater profit potential
than by continuing the relationship. But there’s a
Starbucks has relied on a strategic alliance catch. Starbucks still does not have its own distri-
with Kraft Foods since 1998 to get its packaged bution infrastructure for reaching the retail gro-
coffee products onto grocery store shelves. The cery stores. So, Starbucks would either have to
reason? Kraft has the distribution infrastructure develop this capability from scratch or buy an ex-
and expertise needed to secure the retailer shelf isting system such as Kraft’s or another company
space that Starbucks needs. The strategic alliance that has the kind of distribution clout needed to
was set up so that Kraft would keep the revenues keep Starbucks’s packaged coffee business
from retail sales of packaged coffee products and perking.
pay Starbucks a commission on sales.
Source: Based on John Jannarone, “Starbucks May
Now, Starbucks wants to get out of its strategic Spill Kraft’s Coffee,” Wall Street Journal (November
alliance with Kraft, claiming that Kraft has not lived 29, 2010): C8.

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 9: Motivating the Channel Members 259

In Part 2 of the text we opened with a discussion of the need for strategy in
marketing channels (Chapter 5). We then presented a paradigm of the channel
design process, including the selection of channel members with an extended
analysis of target markets as they relate to channel design (Chapters 6, 7, and 8).

In this chapter we begin with the premise that a channel structure(s) with
channel members capable of serving the target markets effectively and efficiently
has already been developed. At this point, then, the channel manager needs to
stress the realization of this potential.1 Thus, managing the marketing channel
becomes the main focus of attention. Channel management can be defined as
the administration of existing channels to secure the cooperation of channel
members in achieving the firm’s distribution objectives. Three points should be
particularly noted in this definition:

First, channel management deals with existing channels; that is we are
assuming that the channel structure(s) has already been designed (or it has
evolved) and that all of the members have been selected. Channel design
decisions are therefore viewed as separate from channel management decisions.
In practice, this distinction may be obscured at times. This is particularly the
case when a channel management decision quickly lapses into a channel design
decision. For example, a price incentive used to secure the cooperation of some
channel members (channel management decision) may fail to do the job. This
may result in management considering the possibility of changing to other types
of channel members (channel design decision). Perhaps this distinction can be
grasped best by thinking of channel design decisions as concerned with “setting
up” the channel, whereas channel management deals with “running” what has
already been set up.

The second point covers the phrase secure the cooperation of channel members.
Implied in this is the notion that channel members do not automatically cooperate
merely because they are members of the channel.2 Rather, administrative actions
are necessary to secure their cooperation.3 If a producer, manufacturer, or
franchisor enjoys substantial cooperation from channel members without having
to administrate, this is not managing—it is simply a matter of being lucky.

Third, the term distribution objectives, although discussed in Chapter 6 with
respect to channel design decisions, is equally relevant for channel management.
Distribution objectives are statements describing the part that the distribution
component of the marketing mix is expected to play in achieving the firm’s
overall marketing objectives. Carefully delineated distribution objectives are
needed to guide the management of the channel.4 Clearly, without knowing what
the objectives are, it is difficult for the channel manager to know what direction to
pursue in managing the channel.5

In this chapter we examine one of the most fundamental and important
aspects of channel management—motivating channel members.6 In the context of
channel management, motivation refers to the actions taken by the manufacturer,
producer or franchisor to foster channel member cooperation in implementing

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

260 Part 3: Managing the Marketing Channel

the distribution objectives. Our discussion is structured around the three basic facets
involved in motivation management in the channel:

1. Finding out the needs and problems of channel members
2. Offering support to the channel members that is consistent with their needs and

problems
3. Providing leadership through the effective use of power

Finding Out the Needs and

Problems of Channel Members

Before the channel manager can successfully motivate channel members, an attempt
must be made to learn what the members want from the channel relationship.7 They
may perceive needs and face problems quite different from those of the manufacturer.8
McVey has pointed to these differences with several classic propositions that can be
summarized as follows:

1. The middleman does not consider himself a “hired link in a chain forged by the
manufacturer.”

2. The middleman acts first and foremost as a purchasing agent for his customers, and
only secondarily as a selling agent for suppliers. His interest is in selling whatever
products his customers wish to buy from him.

3. The middleman views all the products he offers as a “family” of items that he sells
as a packaged assortment to individual customers. He directs his selling efforts
primarily at obtaining orders for the assortment, rather than for individual items.

4. Unless given some incentive to do so, the middleman will not maintain separate
sales records of brands sold. Information that might be useful to manufacturers in
product development, pricing, packaging, or promotion planning is “buried” in the
middleman’s own records, sometimes even purposely kept from suppliers.9

Implied in McVey’s comments is the notion that manufacturers are often unaware of or
insensitive to the needs and problems of their channel members. Consider, for example,
the plight of Chrysler automobile dealers soon after the Chrysler Group LLC emerged
from bankruptcy reorganization in late 2009. With no new models to sell, a very slow
economy, and a reputation for questionable quality, dealer morale was at an all-time low.
Many, if not most of the dealers felt like outcasts among the “fraternity” of auto dealer-
ships. As one dealer in Wisconsin who wished not to be identified remarked:10

I have people passing by my dealership
like I’m not even here. Image is still
everything in this business, and there is
only so much I can do. Where’s the help?

The help this dealer and most of his peers were asking for was a major advertising program
by Chrysler Group LLC aimed at rebuilding the lowly image of Chrysler cars. They wanted
a campaign that would mirror the one developed by General Motors Co., which had also
recently emerged from bankruptcy, in which Chief Executive Edward E. Whitacre Jr. was
shown walking through GM factories with an air of great confidence, touting the rebirth
of GM.11 But no such image rehabilitation program was planned for Chrysler. Chrysler’s
CEO Sergio Machionne decided to wait until Chrysler would have new products to intro-
duce such as the Grand Cherokee several months hence before spending significant sums
on advertising. But meanwhile, dealers felt they were being “hung out to dry” because

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 9: Motivating the Channel Members 261

Chrysler seemed to be unaware of their need for some kind of morale booster to help get
through the dark days until new models would appear in their showrooms.

This case points out the need for the channel manager to be sensitive to channel
member needs and develop practical and effective approaches for finding out what pro-
blems channel members face as they attempt to survive and prosper in a highly compet-
itive environment.12 Even if Chrysler Group LLC felt that its strategy of waiting for new
models to appear before launching a major advertising campaign was a sound one, it still
could have done a better job of empathizing with the dealers’ plight and made more of
an effort to reassure them that their patience would be rewarded.

Approaches for Learning About Member Needs and Problems
All marketing channels have a flow of information running through them as part of the
formal and informal communications systems that exist in the channel13 (See the section
“Flows in Marketing Channels” in Chapter 1). Figure 9.1 provides an overview of most of
the major components that go into making up a typical channel communications system.

FIGURE 9.1 Model of a Channel Communications System

Direct flow Merchandise Indirect flow
of channel source of channel
communications communications

Direct-flow Information Indirect-flow
information media categories information media

Salespeople Physical inventory situations Trade journals
Visits to trade shows, factories, Promotional data Trade association publications
Product characteristics Personal contact with third
dealers Pricing structure
Company magazines Market conditions parties at social and trade
Product specifications, Services available meetings
Organizational changes Governmental publications
catalogs, service manuals and individuals
Merchandise displays at show- Marketing research agencies
Libraries of businesses,
rooms and sales floors universities
Electronic links (EDI) Advertising agencies
Internet advertisements Credit and financial reporting
E-mail agencies
Social networking Private investigating agencies
Internet

Direct flow Indirect flow
of channel of channel
communications communications

Merchandise
reseller

Source: Reprinted from Business Horizons, 11 (December 1969), Walter Gross, “Profitable Listening for Manufacturers and Dealers:
How to Use a Communication System,” p. 39. Copyright © 1968, with permission from Elsevier.

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

262 Part 3: Managing the Marketing Channel

In recent years, the emergence of social networking sites such as Facebook, Twitter,
LinkedIn, and many others can provide a great deal of additional information about
channel member opinions, attitudes, and behaviors, which was not available before.14
But the information provided by social networking communications processes, while
abundant and potentially valuable, may still lack the kind of structure and focus required
to obtain a good understanding of channel members’ needs and problems. Consequently,
the channel manager should not rely solely on the regular flow of information coming
from the existing channel communications system for accurate and timely information
on channel member needs and problems.15 Rather, there is a need to go beyond the reg-
ular system and make use of one or all of the following four additional approaches for
learning about channel member needs and problems: (1) research studies of channel
members conducted by manufacturers, (2) research studies by outside parties, (3) mar-
keting channel audits, and (4) distributor advisory councils.

Research Studies of Channel Members While it has become common for manufac-
turers to conduct research studies dealing with their ultimate customers—to learn the
kinds of products that customers want, what their brand preferences are, the kinds of
shopping behaviors they engage in, and many other types of information—research stud-
ies of channel member needs and problems are rarer. Indeed, most manufacturers—even
large and sophisticated ones—never conduct such research at all. Estimates indicate that
less than 1 percent of manufacturers’ research budgets is spent on channel member
research.16 This is unfortunate because sometimes research may be the only way to un-
cover subtle or hidden channel member needs or problems.17 This is illustrated perfectly
in the case of Loctite Corporation. Loctite is a well-known manufacturer of numerous
adhesive and sealant products used in many different industries. The company sells
most of its products through wholesale distributors who in turn sell to retailers as well
as business and industrial customers. Loctite and its distributors were very much at odds
over the sales job the distributors were doing with Loctite products. The company felt
that the distributors did not care about selling the line because the distributors’ salespeo-
ple almost never took along the Loctite product samples when making calls on custo-
mers. On the other hand, the distributors believed that Loctite Corporation was
insensitive to their sales support needs because the samples, they felt, were not appropri-
ate for use by salespeople. Loctite, believing that the samples were an excellent sales aid,
was befuddled by the distributors’ attitude. Finally, the quandary was solved when Loc-
tite decided to do some research, which uncovered a simple explanation for the distribu-
tors’ failure to use the Loctite samples. As it turned out, the Loctite product samples were
designed to be carried in briefcases, but most of Loctite’s distributors’ salespeople did not
carry briefcases! Once this was known, Loctite was quickly able to solve the problem by
redesigning the samples, making them pocket-sized.18

As suggested by this example, certain types of needs or problems, though simple, may
not be at all obvious. In such cases, a manufacturer-initiated research effort can be very
useful in zeroing in on the problem.

Research Studies by Outside Parties Research designed and executed by a third
party who is not a member of the channel is sometimes necessary if complete and unbi-
ased data on channel member needs and problems are to be obtained. The following ex-
amples19 show how.

A mass-market clothing manufacturer made a costly discovery too late. The end-aisle
display for use in retail stores was too large. Store managers said, “It will be left in the
warehouse and eventually discarded.” Unfortunately, it was only after making this costly
and embarrassing mistake that the manufacturer used an outside research firm to

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 9: Motivating the Channel Members 263

perform a study of retailer space allocation plans so as to have an objective basis for
designing future store displays.

A major top-shelf liquor manufacturer had been relying on its own sales force to
“research” the effectiveness of its wholesale distributors. But the findings were at odds
with sales data and retailer feedback. By using a third-party research firm to conduct
in-depth interviews with retailers about their perceptions of the wholesalers, the manu-
facturer was able to get a truer picture of wholesaler performance. The results led to a
major reorganization of the liquor manufacturer’s marketing channels.

A fiber manufacturer supported its raw fiber product through trade advertising to top
department and mass merchandise retailers. Although substantial funds were being
spent, the effectiveness of the advertising in influencing the trade was questionable. An
independent marketing research firm was finally called in to interview buyers and mer-
chandise managers from 75 top chains and manufacturers using the fiber. The findings
not only showed ways for improving the advertising message for higher impact on trade
buyers, but also revealed that the targeting of the ads left much to be desired.

As these examples suggest, the use of outside parties to conduct research on channel
member needs and problems provides higher assurance of objectivity. Further, for man-
ufacturers who do not have marketing research departments or whose research capabili-
ties are limited, the use of outside research firms offers manufacturers a level of expertise
that is not available in their own organization.

Marketing Channel Audits As with the periodic financial audit, which virtually all
firms have performed, the channel manager can conduct a marketing channel audit
periodically.20 The basic thrust of this approach should be to gather data on how channel
members perceive the manufacturer’s marketing program and its component parts, where
the relationships are strong and weak, and what is expected of the manufacturer to make
the channel relationship viable and optimal. For example, the manufacturer may want to
gather data from channel members on what their needs and problems are in areas such as:

1. Pricing policies, margins, and allowances
2. Extent and nature of the product line
3. New products and their marketing development through promotion
4. Servicing policies and procedures such as invoicing, order dating, shipping,

warehousing, and others
5. Sales force performance in servicing the accounts

Further, the marketing channel audit should identify and define in detail the issues
relevant to the manufacturer-wholesaler and/or manufacturer-retailer relationship.
Calantone and Gassenheimer, for example, developed one of the most extensive inven-
tories of channel issues available, based on a study in the office systems/furniture
industry.21 Their findings are shown in Table 9.1, where the specific issues are grouped
into six overall areas that the authors found were crucial in the relationship between
manufacturers and distributors. This list of basic areas and issues, while not meant to be
universally applicable for all channel audits, nevertheless does provide an extensive check-
list that can be helpful in the planning and development of any particular channel audit.22

Another point to note involves cross-referencing. Whatever areas and issues are cho-
sen for a particular marketing channel audit, ideally they should be cross-tabulated or
correlated as to kind of channel members, geographical location of channel members,
sales volume levels achieved, and any other variables that might be relevant.

Finally, for the marketing channel audit to work effectively, it must be done on a
periodic and regular basis so as to capture trends and patterns. Only in this way will
it be possible to keep track of those issues that remain constant, those that dissipate, or

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

264 Part 3: Managing the Marketing Channel

TABLE 9.1 GENERAL AREAS AND SPECIFIC ISSUES FOR CONSIDERATION
IN A MARKETING CHANNEL AUDIT

1. Manufacturer’s performance Ability/freedom to select product lines from competing
manufacturers
Length of promised order cycle time for base line/in-stock
products Procedures and techniques used to develop selling skills and
account management for salespeople
Manufacturer’s performance in meeting promised delivery dates
Availability of manufacturer sales reps to participate in 3. Manufacturer’s desire to influence the distributor’s
decision
customer calls and project bids
Overall manufacturing and finish quality of product relative to Margins on sales to customer
Annual minimum volume quotas
the price range involved Selection and breadth of the manufacturer’s product line
Continuity of system products over the extended time frame
Fees paid by manufacturer for reimbursement to dealer for local focused on
Acceptance and adoption of new products/lines developed or
servicing of national/direct sales accounts
Fill rates on base line/in-stock items acquired by the manufacturer
Flexibility of credit policies to meet special situations Degree of independent/unsolicited participation by the manu-
Advance notice on shipping delays
Advanced methods of ordering facturer in selling new large accounts
Timely response to requests for assistance from manufacturer’s Size, investment, and appearance of dealer showroom(s)
Ability/freedom to select product lines from competing
sales representative
Accuracy of manufacturer in forecasting and committing to manufacturers
Procedures and techniques used to develop selling skills and
estimated shipping dates on contract/project orders
Formal training program by manufacturer in the area of facility account management for salespeople
Ability/freedom to sell a manufacturer’s products outside the
management
Overall aesthetics and design of the product implied/authorized sales territory
Showroom layout planning assistance from manufacturer
Action on complaints related to order servicing and shipping 4. Manufacturer’s use of power (pressure) to influence
Ability to expedite and/or provide such service on product decision

orders Margins on sales to customer
Competitiveness of price Annual minimum volume quotas
Inventory management counseling and assistance provided by Selection and breadth of the manufacturer’s product line fo-

manufacturer cused on
Updated and current price data, specifications, and promotion Acceptance and adoption of new products/lines developed or

materials provided by manufacturer acquired by the manufacturer
Formal sales training programs by manufacturer for dealer Degree of independent/unsolicited participation by the manu-

salespeople facturer in selling new large accounts
Breadth of the product offering Size, investment, and appearance of dealer showroom(s)
Manufacturer’s adherence to special shipping instructions Ability/freedom to select product lines from competing
Accuracy in filling orders
After-the-sale follow-up by sales reps manufacturers
Attention to details, from order placement to installation Procedures and techniques used to develop selling skills and
Manufacturer’s responsiveness to emergency/unusual needs
Computerized (CAD) floorplan/layout design services and/or account management for salespeople
Ability/freedom to sell a manufacturer’s products outside the
assistance available from the manufacturer
implied/authorized sales territory
2. Distributor’s desire for autonomy in making its own Order entry and communication methods used
decisions
5. Control relinquished to the manufacturer by the
Margins on sales to customer distributor
Annual minimum volume quotas
Selection and breadth of the manufacturer’s product line fo- Margins on sales to customer
Annual minimum volume quotas
cused on Selection and breadth of the manufacturer’s product line
Acceptance and adoption of new products/lines developed or
focused on
acquired by the manufacturer Acceptance and adoption of new products/lines developed or
Degree of independent/unsolicited participation by the manu-
acquired by the manufacturer
facturer in selling new large accounts Degree of independent/unsolicited participation by the manu-

facturer in selling new large accounts
Ability/freedom to select product lines from competing

manufacturers

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 9: Motivating the Channel Members 265

TABLE 9.1 (Continued) New product market opportunities through the manufacturer’s
local sales representative
Ability/freedom to sell a manufacturer’s products outside the
implied/authorized sales territory Sales growth potential from carrying the manufacturer’s
product line(s)
6. Distributor’s satisfaction with the working relationship
Interest and concern the manufacturer has displayed in helping
Profits generated from the manufacturer’s product line(s) to accomplish dealer goals and objectives
Overall manner treated by the manufacturer’s regional office or
The manufacturer’s commitment to continuing overall market-
headquarters ing programs
Overall “sales support”/relationship with the manufacturer’s
Overall customer service levels provided by the manufacturer
local sales representative

Source: Adapted from Roger J. Calatone and Jule B. Gassenheimer, “Overcoming Basic Problems between Manufacturers and Distributors,” Industrial
Marketing Management 20 (1991): 218–219, Copyright 1991, with permission from Elsevier.

those that enlarge in scope.23 Emerging issues are also more likely to be spotted if the
audit is performed on a regular basis.

Distributor Advisory Councils Another effective approach for learning about chan-
nel member needs and problems is to set up a distributor advisory council (sometimes
referred to as a dealer advisory counsel or channel member committee). These councils
should consist of top management representatives from the manufacturer as well as
representatives of the principals from the channel members. The top management people
might consist of the vice president of marketing, general sales manager, and other top
members of sales management. The distributor members should consist of a representa-
tive sample of distributors or dealers, such as 5 to 10 percent of the total. However, the
total number should be limited to allow for full participation and exchange of dialogue by
all parties present. In setting up a distributor advisory council, the normal procedure is
to have cochairs—one elected by the members from the distributor group, and the other
the top sales executive for the manufacturer.

Three significant benefits emerge from the use of a distributor advisory council.24
First, it provides recognition for the channel members. Distributors or dealers, as
do most other people, like to have a voice in planning what affects their own welfare.
Channel members are therefore more likely to understand and support a manufacturer’s
actions if they have helped plan them. This gives distributors the feeling of being “in the
know,” which increases their sense of security and promotes greater identification with
the interests of the manufacturer.

Second, the distributor advisory council provides a vehicle for identifying and
discussing mutual needs and problems that are not transmitted through the regular
channel information flow.

Third, the distributor advisory council results in an overall improvement of channel
communications, which in turn helps the manufacturer to learn more about the needs
and problems of channels members, and vice versa.

Anheuser-Busch (the world’s largest beer producer) used a distributors’ advisory group to
gain insight into wholesalers’ views on a controversial channel strategy initiative launched by
the company. The beer distributors provided candid feedback about how they were reacting
to Anheuser-Busch’s program called “100 percent share of mind,” which sought to have beer
distributors focus mainly on Anheuser-Busch products while deemphasizing competitors’
products. The giant beer manufacturer learned that there were considerable differences in
perception about the nature of this channel strategy. In particular, a number of wholesalers
were upset about losing the opportunity to sell competitors’ “craft beers,” which had become
highly profitable for the wholesalers. Some of their concerns were assuaged when they
learned via their representative on the council that the 100 percent share of mind program

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

266 Part 3: Managing the Marketing Channel

would be implemented on a voluntary basis and was not intended to be a mandate. When the
wholesalers learned that they would get incentives to participate rather than intimidation,
many of them viewed the program in a new cooperative light.25

Caterpillar, the giant industrial earth-moving equipment company, provides another case
of a firm that uses its distributors’ advisory council to learn about its dealers’ views on a wide
variety of dealer needs and problems. For example, at a meeting of the council, the dealers
reported on a design flaw in a line of graders that could have caused the dealers serious pro-
blems in the form of injuries to their customers from banging their heads on a lid that was
placed too low for proper servicing. Discussions in the council also revealed that the dealers
would be better able to offer their customers the kind of rapid, high-quality service that
Caterpillar was famous for by simply changing their inventory practices. Instead of ordering
certain commonly needed parts that, no matter how quickly Caterpillar responded, inevita-
bly involved delays, it was agreed that the dealers would henceforth always stock the full line
of such parts, consisting mainly of relatively low-cost batteries and fan belts.26

So, whether the product involved ranges from beer27 to industrial earth-moving equip-
ment, the face-to-face dialogue and give and take provided by distributor advisory councils
provide a valuable means for learning about channel member needs and problems.

Offering Support to Channel Members

Support for channel members refers to the producer or manufacturer’s efforts in helping
channel members to meet their needs and solve their problems. Such support should
help to create a more highly motivated group of channel members.28

Unfortunately, support for channel members is all too often offered on a disorganized
and ad hoc basis. When channel members appear to lack motivation they are “pumped
up” with an extra price incentive, advertising allowance, dealer contest, or even a pep
talk by the manufacturer.29 Or, if they are having a problem in a particular area, the
manufacturer may attempt to “patch it up” and hope that the problem will not come
back again—at least for a little while.30 Over four decades ago, McCammon made a pen-
etrating comment on the inadequacy of this kind of approach to motivating channel
members and it still rings true today:

Many programs [developed by the manufacturer] consist of hastily improvised trade
deals, uninspired dealer contests, and unexamined discount structures … [and] this
traditional attitude toward distributor programming is a luxury that no longer can be
easily afforded.31

So, as McCammon implies and more recent research supports,32 the attainment of a highly
motivated cooperating “team” of channel members in an interorganizational setting re-
quires carefully planned programs.33 Such programs for providing channel member sup-
port can generally be grouped into one of the following three categories: (1) cooperative,
(2) partnership or strategic alliance, and (3) distribution programming. While all three
of these approaches should emphasize careful planning, the level of sophistication and
comprehensiveness of the approaches varies greatly. The cooperative approach represents
the least sophisticated and comprehensive approach to channel member support, whereas
distribution programming is the most sophisticated and comprehensive. The partnership
or strategic alliance approach would generally fall somewhere between the other two.

Cooperative Arrangements

Cooperative arrangements between the manufacturer and channel members at the
wholesale and retail levels have traditionally been used as the most common means of
motivating channel members in conventional, loosely aligned channels. The types of

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 9: Motivating the Channel Members 267

cooperative arrangements or deals are quite diverse and are limited only by the creativity
of the manufacturer distributor or retailer.34 Table 9.2 lists 30 classic types of cooperative
programs. Which of these is used and the specific arrangements or features involved vary
widely across different industries. For example, cooperative advertising allowances, pay-
ments for interior displays, and coupon-handling allowances are offered extensively to
retailers of consumer packaged goods such as supermarkets, drugstores, and mass mer-
chandisers, while contests for salespeople and training programs are very popular at the
wholesale level, especially among those selling industrial products.35 Any of these coop-
erative programs that provide assistance to channel members must be offered on a
nondiscriminatory basis to all channel members of the same class so as not to be in vio-
lation of the Robinson-Patman Act (see Chapter 3).

The underlying rationale of all such cooperative programs, from the manufacturer’s
point of view, is to provide incentives for getting extra effort from channel members in
the promotion of products of the manufacturer offering the cooperative program. They
do not always succeed in doing so, however. Many times the specific cooperative programs
used do not meet channel member needs or they are poorly designed and executed.

TABLE 9.2 TYPICAL TYPES OF COOPERATIVE PROGRAMS PROVIDED

BY MANUFACTURERS TO CHANNEL MEMBERS

1. Cooperative advertising allowances
2. Payments for interior displays, including shelf-extender, dump displays, “A” locations, aisle displays,

etc.
3. Contests for buyers, salespeople, etc.
4. Allowances for a variety of warehousing functions
5. Payments for window display space, plus installation costs
6. Detail men who check inventory, put up stock, set up complete promotion, etc.
7. Demonstrators
8. Coupon-handling allowance
9. Free goods
10. Guaranteed sales
11. In-store and window display material
12. Local research work
13. Mail-in premium offers to customers
14. Preticketing
15. Automatic reorder systems
16. Delivery costs to individual stores of retailers or wholesalers
17. Studies of innumerable types, such as studies of merchandise management accounting
18. Liberal return privileges
19. Contributions to favorite charities for store personnel
20. Contributions to special anniversaries
21. Prizes, etc., to buyers when visiting showrooms—plus entertainment
22. Training salespeople
23. Payments for store fixtures
24. Payments for new store cost or improvements
25. An infinite variety of promotion allowances
26. Special payments for exclusive franchises
27. Payments of part of salary of salespeople
28. Time spent by manufacturer’s salespeople in actual selling on retail floor or with distributors’ field

sales force
29. Inventory price adjustments
30. Store or distributor name mention in manufacturer’s advertising

Source: Adapted from Edward B. Weiss, “How Much of a Retailer is the Manufacturer,” Advertising Age 29,
(July 21, 1958): 68. Copyright © 1958 by Crain Communications. Reproduced by permission.

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

268 Part 3: Managing the Marketing Channel

Two cases help to illustrate the key features of cooperative programs that are indica-
tive of unsuccessful and successful cooperative programs. The first involves a very large
and famous consumer products manufacturer, Levi Strauss & Company; the second is a
much smaller industrial products company, Warner Electric.

The cooperative program used by Levi Strauss & Company involved cooperative ad-
vertising. The program at first seemed straightforward. In return for retailers’ featuring
Levi products in their advertisements, the company would share the advertising costs
with the retailers on an equal basis. But the “fine print” of the arrangement presented
an entirely different story. To qualify for cost sharing with Levi, retailers had to submit
published rate cards for newspapers or television. For all practical purposes this elimi-
nated most small suburban and rural newspapers and such important retailer advertising
media as flyers and circulars. Further, in order to participate in the program, retailers
had to fill out a form so lengthy that it “would have required a Philadelphia lawyer to
understand it,” said one of Levi’s chief competitors rather gleefully. Among those retail-
ers that did subscribe to the program, many were not paid by Levi when they submitted
their claims because they did not follow the exacting procedures laid down by Levi.36

The experience of Levi in its ill-conceived cooperative advertising program points out
the most common problems that can befall not only cooperative advertising programs
but many other cooperative programs as well. First, Levi did not pay enough attention to
the needs of its retailers in the use of cooperative advertising. Such media as small local
newspapers and handout circulars are an important form of advertising for many retailers.
By effectively excluding these for reimbursement under the program, Levi was ignoring an
important advertising need of its retailers. Second, by making the agreement so compli-
cated and difficult to understand, Levi showed a lack of sensitivity to the retailers’ problems.
Specifically, retailers have enough to worry about in the day-to-day running of their busi-
nesses as they attempt to compete in a fiercely competitive environment. The last thing
they need is more headaches in the form of complex and legalistic cooperative advertising
arrangements. Finally, Levi’s refusal to honor the retailers’ claims because they were not
submitted according to the “letter of the law” showed a lack of trust on the part of Levi
toward its retailers.

Turning now to an example of a well-conceived and executed cooperative program,
consider the one instituted by Warner Electric to motivate its industrial distributors.37
The cooperative program in the form of a sales contest was instituted by Warner
during the heart of a recession. The program, called “Sweep” (Sell Warner—Earn Extra
Profit), was aimed at getting Warner’s distributors to sell to customers of Warner’s
competitors.

The distributors’ salespeople received bonuses ranging from $10 to $50 from Warner
each time they identified a prospect that was buying from a competitor. Warner also gave
a 5 percent bonus to salespeople who closed a sale of $1,000 or more to a new customer. For
the distributors’ principals (owners), Warner held a “Sweep” stakes by offering free inven-
tory. “Sweep” stakes chances were awarded in proportion to the number of new prospects
or sales closed by their salespeople. The first-place winner received $25,000 in Warner
merchandise and the second-place winner got $10,000 worth.

The program was operated from mid-July through December. Paperwork was kept
to a minimum and the rules were simple so that everyone satisfying the program’s
requirements was appropriately rewarded. The five-month program, which elicited the
participation of all of Warner’s distributors, identified more than 750 new customers
and produced more than $5 million in new business. The program also took the distri-
butors’ attention away from the recession and helped them focus on selling.

In contrast to Levi’s program, Warner’s program reflected the best features of a good
cooperative program. It focused on channel member needs and problems by providing a

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 9: Motivating the Channel Members 269

welcome sales stimulus as well as monetary rewards during a difficult recessionary
period. It was also simple and straightforward, with no complex rules and procedures to
follow. Finally, it conveyed a clear sense of mutual benefit because even though it was
unabashedly designed to push a particular manufacturer’s products, it offered immediate
and tangible rewards for the distributors who participated.

Partnerships and Strategic Alliances

Terms such as distribution partnerships, channel partners, distributor partners, dealer
partners, and strategic alliances have been appearing with increasing frequency in the
marketing channels literature38 as well as the trade press in recent years.39 What
these terms are referring to is a type of channel relationship that goes beyond the ad
hoc, on-again/off-again interactions typical of traditional cooperative relationships
between the manufacturer and its channel members. Partnerships or strategic alli-
ances instead stress a continuing and mutually supportive relationship40 between the
manufacturer and its channel members in an effort to provide a more highly motivated
team, network, or alliance of channel partners.41 The traditional “us-against-them”
mentality is replaced with a new, cooperative perception of “us” in an effective channel
partnership or strategic alliance. In describing these types of interfirm relationships in
marketing channels, Johnson argues that channel members become strategically inte-
grated in the process:

At the most fundamental level, strategic integration between firms begins when the re-
lationship becomes important. The firm in the relationship has an explicit and ac-
knowledged stake in the other’s success because the other plays a role in the firm’s
own strategic picture.42

Consider, for example, Home Depot’s channel partnership arrangement with LG Elec-
tronics Inc.43 By the middle of the first decade of the twenty-first century, Home Depot
was seeking to dramatically increase its market penetration for major appliances to com-
pete more successfully against Lowe’s and Sears, which had a longer history and more
experience with major appliances. Home Depot believed that the best way to make a big-
ger impact in this product category was to emphasize quick delivery. So, Home Depot
looked to its channel partner LG Electronics to support its strategic focus on quick cus-
tomer delivery. Specifically, Home Depot wanted to guarantee customers that if they or-
dered LG appliances from Home Depot, the machines would be delivered to their homes
within 48 hours. To meet this delivery specification, LG spent millions of dollars to es-
tablish warehouses at a dozen key locations throughout the U.S. and set up a nationwide
computer network and call centers. In six months, LG was able to meet Home Depot’s
48-hour customer delivery specifications.

Another good example of a channel partnership or strategic alliance can be seen in Dell
Inc.’s Registered Partner program which Dell established when it made the strategic channel
design decision to use intermediaries to augment its direct distribution channel by the middle
of the first decade of the twenty-first century.44 In exchange for aggressively selling Dell
products to the tune of $9 billion in annual sales, Dell Registered Partners get to use
Dell’s logo, receive enhanced post-sale support, numerous financing options, access to Dell’s
partner Web site for online ordering, white papers on industry trends, a comprehensive set of
marketing materials, and a variety of other forms of support from Dell.

The concept of partnerships (or strategic alliances) in marketing channels is not new.
Indeed, these kinds of relationships have existed for decades in some marketing chan-
nels. Black & Decker, for example, in its industrial power tool division, has employed
such approaches since the mid-1960s. The statement of policy shown in Figure 9.2

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

270 Part 3: Managing the Marketing Channel FIGURE 9.2 Black & Decker Corporation’s Statement of Policy toward Channel Members
Source: Roger M. Pegram, Selecting and Evaluating Distributors (New York: The Conference Board, Business Policy Study No. 116, 1965): 114. Reproduced with permission from
Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). The Conference Board, Inc. Business Cycle Indicators (2010). © 2010, The Conference Board, Inc.
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

Chapter 9: Motivating the Channel Members 271

reflects the essence of the partnership approach in spelling out the expectations for
mutual commitment between Black & Decker and its distributors. Moreover, over three
decades ago, Webster, in a seminal study of industrial distributors, described the rela-
tionship between a number of the distributors and manufacturers he studied as being
indicative of this partnership approach.45 The partnerships, Webster observed, were not
partnerships in the legal sense of the term, but rather were a way of describing a sup-
portive relationship between channel members based on a careful delineation of their
mutual roles in the channel. He states:

The idea of a partnership remains essential; when the manufacturer turns to the dis-
tributor for added help, he does not give up his own responsibility for effective market-
ing, nor can he expect the distributor to respond positively to all suggestions. Rather, he
assumes new responsibilities for making the distributor more effective—through pro-
grams of product development, careful pricing, promotional support, technical assis-
tance, order servicing, and through training programs for the distributors’ salespeople
and management.46

Webster points to three basic phases in the development of a “partnership” arrange-
ment between channel members. First, if it has not already been done, an explicit state-
ment of policies should be made by the manufacturer in such areas as product
availability, technical support, pricing, and any other relevant areas. (Figure 9.2, as noted
earlier, shows such a statement of policy for the Black & Decker Corporation.) This hav-
ing been done, the roles of the channel members can then be more precisely defined in
terms of the tasks they will be expected to perform and the compensation they will re-
ceive for doing so.

The second phase is an assessment of all existing distributors as to their capabili-
ties for fulfilling their roles. The approaches suggested for determining channel
member needs and problems discussed earlier in this chapter can be applied with
equal effectiveness for appraising channel members’ strengths and weaknesses. The
manufacturer should pay particular attention to helping distributors overcome any
weaknesses by developing specific programs in these areas. For example, if a distrib-
utor has an inadequately trained sales force, the manufacturer might develop a train-
ing program aimed at improving the skills of the distributor’s salespeople. If a
particular channel member is having problems controlling inventory, the manufac-
turer might attempt to offer expertise in this area. In short, the manufacturer’s sup-
port programs should be clearly and sharply focused on the distributors’ areas of
greatest need.47

Third, the manufacturer should continually appraise the appropriateness of the poli-
cies that guide the relationship with channel members. In the face of a rapidly changing
environment (see Chapter 3), no set of channel policies can remain static for very
long.48

Partnerships or strategic alliances aimed at building more highly-motivated channel
members have become increasingly common in a wide range of industries. At the retail
level, Procter & Gamble and Walmart have built what is perhaps the most talked about
strategic alliance in the consumer package goods industry by emphasizing close working
relationships, including having P&G executives permanently on-site at Walmart’s head-
quarters in Bentonville, Arkansas, to stay closely in touch with Walmart’s top manage-
ment. A sophisticated Electronic Data Interchange (EDI) system also provides a highly
efficient means for assuring availability of P&G products in all 7,500 domestic and for-
eign Walmart stores. Walmart has also developed a very successful partnership with the
Coca-Cola Company (see Figure 9.3).

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.

272 Part 3: Managing the Marketing Channel
FIGURE 9.3 Advertisement in a Trade Magazine for a Marketing Channel Strategic Alliance

Source: Courtesy of the Coca~Cola Company.

Copyright 2011 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s).
Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.