Purpose The purpose of this paper is to investigate the elements of user manual quality and its influences on perceived product quality and customer satisfaction in an integrated model structure. Design/methodology/approach Survey method was used to evaluate user manual quality and its influences on perceived product quality and customer satisfaction. Electrical appliances consumers were chosen in our sample. Factor analysis and structural equation modeling were performed to introduce, test and validate the user manual quality dimensions and also test the hypotheses. Findings The findings show a positive significant relation between user manual quality and perceived product quality, and this result demonstrates that consumers perceive user manual quality as a part of their quality evaluation related to the product. The results point out that user manual quality is essential for both low- and high-value products regarding customer satisfaction. The findings also reveal that perceived product quality mediates the influence of user manual quality on customer satisfaction. Practical implications This study reveals that providing a high-quality user manual should be an essential element of product management and development strategies. The findings also highlight the need for companies that particularly sell complex products with long product life cycles must invest in providing high-quality user manuals. This will enhance perceived product quality and in turn customer satisfaction. Originality/value Although some prior studies address user manuals in the relevant literature, these studies did not examine the elements of user manual quality and their impact on consumers’ perceptions of the product quality and their satisfaction evaluations in a research model. This paper attempts to fill this gap in the literature. In addition, the authors found two major dimensions of user manual quality as content-related elements and representational/format-related elements of the user manual.

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This study explores which metrics are considered important in measuring marketing performance in Turkish firms. In addition, the study examines the effects of sectoral differences and market dynamism, and the relationship between the importance attached to metrics and firm performance. The data collected from a sample of 145 Turkish firms via a structured questionnaire derived from the literature reveals that the most importance is attached to consumers’ attitudes metrics. Economic value added and customer lifetime value are the least important metrics in performance evaluation. No significant relationship occurs between the importance that executives attach to metrics and firm performance. Managerial implications and future research opportunities will be presented at the end. The study is, as far as is known, the first attempt at aiming to explore marketing metrics in Turkey, and one of a limited number of studies in emerging economies.

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Purpose-The purpose of this paper is to design a comprehensive responsibilities inventory for today's marketing managers, from which it develops factual inferences for the role of marketing in corporations. Design/methodology/approach-A content analysis on online job announcements is used to define the role inventory of the marketing manager. Findings-The findings reveal that marketing managers are responsible for six role dimensions in the organization. The marketing manager's assigned roles are for the management of promotion-related activities of the company, rather than for managing other marketing mix elements. Communicational and relational (internal and external) role clusters are the most frequently addressed of marketing managers' responsibilities. Knowledge development and injection of market and marketing knowledge into the company's value network is another of the major role dimensions. Increasing financial pressures on companies mean that the outcomes of marketing actions must be measurable, so developing and reporting performance analysis and financial metrics for marketing activities has become an important part of the manager's agenda. Originality/value-The paper is the first attempt to develop a role inventory for the marketing manager that embraces proofs, signals, and insights from the practice.