Search results

A paradigm shift was observed a couple of decades back when the relationship marketing took over the transactional marketing. Concepts such as customer lifetime value came into existence. Customer lifetime value is nothing but the aggregate income which an organisation can expect from a customer as long as the customer remains a client. Customer Relationship Management (CRM) took the centre stage as the organisations are transformed into customer-centric organisations. The implementation of CRM earmarked the collection of customer data that enabled the personalisation of products. Business use cases emerged with differential pricing models and loyalty programs contributing to the profitability of the organisations. The different types of CRM, i.e. Strategic CRM, Operational CRM, Analytical CRM and Collaborative CRM, contributed further to the organisation to generate value for the customers as well as for the organisation. Innovations in the digital technologies supported the business use cases with the help of real-time data. The usage of real-time analytics delivered unmatched customer experience resulting in a higher degree of customer satisfaction and customer retention. Customer retention as we know is directly related to the longevity of an organisation, while customer acquisition is expensive. Researchers in this chapter have attempted to unleash the importance of CRM simultaneously presenting the impact of digital technologies on CRM. Readers could be greatly benefitted from this research as practical use cases are discussed, while academicians can cascade this information further.

Human resource (HR) process research emerged as a response to questions about how (bundles of) HR practices related to organizational outcomes. The goal of HR process research is to explain variability in employee and organization outcomes by focusing on how HR practices are intended (adopted) by senior managers, the way that these HR practices are implemented and communicated by line managers, and how employees perceive, understand, and attribute these HR practices. In the first part of this chapter, we present a review of 20 years of HR process research from the start, to how it developed, and is now maturing. Within the body of HR process research, several different research theoretical streams have emerged, which are largely studied in isolation without benefiting from each other. Therefore, in the second part of this chapter, we draw on previous work to propose a staged process model in which we integrate the different research streams of HR process research, recognizing contingencies in the model. This leads us to an agenda for future research and practical implications in the final part of the chapter.

Peripheral arterial disease (PAD) is an occlusive atherosclerotic disease that affects blood vessels and reduces blood flow in the lower limbs. It is estimated that around 200 million people worldwide suffered from it, with a significant number of older people affected. Walking is one of the first-line therapeutic measures for intermittent claudication (IC) in patients with PAD. Supervised Exercise Therapy (SET) programs effectively increase walking distances, however, remain an underutilized tool because they are not readily available in most clinical centres, are extremely expensive, and patient participation is low mainly due to socioeconomic constraints. Home-based Exercise Therapy (HBET) programs are an effective and low-cost alternative to improve both the functional capacity and quality of life (QoL) of patients with IC, as they are performed in the patient’s area of residence and not in the hospital. The WalkingPad program conciliated a smartphone app – the WalkingPad app – with behaviour change intervention to increase walking distances and decrease walking impairment as well to improve QoL at 6 months.

The objective of this chapter is to discuss how different techniques in Regional Science and Peace Science and the emerging techniques in Management Science can be used in analysing Disaster Management and Global pandemic with special reference to developing countries. It is necessary for me to first discuss the subjects of Disaster Management, Regional Science, Peace Science and Management Science. The objective of this chapter is to emphasise that the studies of Disaster Management should be more integrated with socioeconomic and geographical factors. The greatest disaster facing the world is the possibility of war, particularly nuclear war, and the preparation of the means of destruction through military spending.

Financial inclusion is more than just granting access to financial services; it involves fostering individuals’ overall financial health and prosperity. Financial inclusion has gained significant importance for policymakers and academia in the preceding two decades. It encourages individuals by extending ownership of their financial situation and empowering them to make well-informed decisions regarding their future. The literary work highlights the importance of financial inclusion in promoting prosperity and progress in society. Furthermore, the psychological effects of financial inclusion are addressed with an emphasis on reducing anxiety and stress associated with accessing necessary financial resources and increasing experiences of financial assurance and trust. Finally, the current condition of financial inclusion and ongoing initiatives to improve it is discussed with a regional focus on Asia. The idea of the empowered consumer is introduced, along with a discussion of how financial inclusion may enlighten customers, making them more knowledgeable and engaged members of the financial market. Finally, the conclusion presents a global perspective of underdeveloped nations, emphasizing the imperative requirement for financial integration in these places and the potential benefits it can provide. The chapter provides a comprehensive understanding of financial inclusion, its significance, and its psychological effects on people and their communities, particularly in Asia and developing nations.

A Digital Twin (DT) is a digital replica of an artefact which is updated on real-time or semi–real-time basis. In 2017, Gartner listed DT as one of the top 10 emerging technologies of the year. Since then, there have been numerous attempts to develop architecture and reference models for DTs, and in some studies, DT construction for real-world case studies is reported. This chapter attempts to provide a contextualised background on DT for smart cities. It also discusses various stakeholders involved in devising and/or employing DTs in a smart city. The chapter concludes with a set of recommendations for the training requirements of final DT users.

The authors examine the impact of CEO generalist experience on firm performance. Using 522 listed firms in Indonesia for the period 2010–2018, the authors find that the generalist CEO is negatively associated with firm performance. Generalist CEOs tend to experience ambiguity in adjustments in the new environment. In order to decrease the impact of a generalist CEO, our empirical evidence finds that CEO tenure does not significantly moderate the association between the two. This is because generalist CEOs with longer tenure tend to avoid changing strategies, and therefore the negative impact of CEO generalist is not altered. The results of this study provide suggestions for the firm in the developing country to appoint a CEO with generalist experience.

Anti-racism has been practiced in various ways, with varying degrees of effectiveness. This chapter engages with the body of scholarship that focuses on approaches aimed at promoting anti-racist actions, policies and social change. It discusses some of the main anti-racism strategies that have been deployed across different countries and examines anti-racism practices in interpersonal, intergroup and community settings. These approaches encompass civil rights campaigns, legislative and policy interventions, affirmative action, diversity and inclusion training, prejudice reduction, intergroup contact, organisational development and holistic anti-racism approaches. Some anti-racism practices and policies, such as awareness campaigns, social marketing and diversity training, also extend to digital platforms, with social media and multimedia networks deployed to broaden the reach and impact of anti-racist endeavours. This chapter specifically engages with local anti-racism movements and draws principles for broader implementation of anti-racism policy and practice. It concludes with a brief discussion of the effectiveness of contemporary anti-racism approaches.