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The purpose of this paper is to examine the use of technology in customer relationship management (CRM) support capabilities by using an environmental contingency perspective. By examining the moderating effects of micro- and macro-environmental characteristics in which CRM support capabilities are used, the authors seek to extend the literature on CRM technology effectiveness in both customer commitment and overall firm performance. The authors also seek to advance managerial knowledge about CRM support capability technology utilization strategies in various market offering and dynamic market settings.

The authors utilized a questionnaire to collect data from a sample of 276 small business CRM managers across a wide range of industries. Measures were adapted from the existing literature, and these were largely multiple-item measures of latent variables. The hypotheses were tested using a combination of Ridge regression and a bootstrapping test of mediation. In addition, residual centering was used to reduce multi-collinearity in the interaction analysis.

The contingency/fit analysis performed in this research highlights the complex nature of the use of technology in CRM support capabilities. The benefits of a man vs a machine CRM support capability depend on the support function (whether marketing, sales, service, data access or data analysis), as well as upon the characteristics of the operating environment. Machine-based marketing support is positively related with customer commitment in turbulent markets, and machine-based service support is preferred in technologically turbulent markets. Sales support, on the other hand, is positively related to customer commitment in technologically turbulent markets when performed by man rather than machine.

CRM support capabilities differ across firms and markets, thus a “one size fits all” approach is not appropriate. This research shows under what conditions a machine-based approach to CRM can be effective for small businesses.

This research is the first to consider market offering and turbulence variables as moderators of the relationship between technology use in CRM support capabilities and customer commitment. Taking this contingency approach, the authors find that resource-based competitive advantage is obtainable based on the fit of the resources (e.g. CRM capabilities) to the environmental characteristics of the firm. Through this perspective that is unique to CRM research, the authors are able to provide both general and specific recommendations to managers and researchers.

The influence of total quality management (TQM) on performance has been a prominent topic in numerous empirical studies, most of which have shown the relationships between the two concepts to be positive. Nevertheless, the empirical evidence is not always conclusive and, in general, there is no theoretical framework on which to base a solid argument that justifies these relationships. In this context, the objective of this paper is to analyse the effects that TQM has on the organisational results from a competence‐based perspective. Taking this approach as a reference, a TQM initiative is considered to be a competitive factor, a distinctive competence, and the characteristics that make it possible to consider it as such are analysed. The paper reflects on the theoretical arguments that justify TQM as a competitive factor and presents empirical evidence in this sense, analysing the effects TQM has on the quality, operational and financial results.

A considerable amount of resources are being deployed by organisations of all sizes and types towards implementing Total Quality Management and other improvement strategies. However, little is known about the impact these practices are having on organisational performance, particularly for small‐ and medium‐sized businesses. This paper examines the relationship between quality management practices and performance in small businesses. Over the past decade a number of empirical studies has been conducted that examine the link between quality management practices and organisational performance; however, most of these have focused on larger organisations. This study uses data collected from 62 small business in Australia and uses the Australian Quality Awards framework to determine the link between quality management practices and business performance.

This essay surveys and synthesizes the academic literature, archival sources and interviews with key policy makers regarding the emergence of community technology centers in the US. Community Technology Centers (CTCs) came to the fore in the late 1990s through an activist nonprofit sector combined with federal government and private sector funding. Federal data indicates that CTCs now represent the most important access points to information communications technology for the poor in the US. This essay reviews the latest arguments for and against continued investment in CTCs and public access in general. In addition to providing access, which is often used beneficially for employment and education related purposes, CTCs appear to contribute to social capital as they become social gathering points. This paper concludes, that both government and nonprofits play a vital role in ensuring public access for the poor and that continued investment in CTCs is warranted.

This paper aims to provide a framework for studying the relationship between total quality management (TQM) and organizational performance. TQM contents as well as TQM elements are considered. So, from a contingency approach, TQM contents have to be consistent with business orientation and environmental uncertainty in order to be effective. On the other hand, the relationship between TQM elements and performance is developed from an industrial psychology perspective. Hence, TQM elements are considered to impact both behavioural and individuals’ learning processes. In the proposed model this relations are mediated by the TQM‐driven cultural change acceptance. Moreover, TQM elements impact these individual processes both directly and mediated by systems and personal factors. Hence, both TQM contents and elements have to be considered to do the right things and to do it well.

The monograph argues that American racism has two colours (white and black), not one; and that each racism dresses itself not in one clothing, but in four: (1) “Minimal” negative, when one race considers another race inferior to itself in degree, but not in nature; (2) “Maximal” negative, when one race regards another as inherently inferior; (3) “Minimal” positive, when one race elevates another race to a superior status in degree, but not in nature; and (4) “Maximal” positive, when one race believes that the other race is genetically superior. The monograph maintains that the needs of capitalism created black slavery; that black slavery produced white racism as a justification for black slavery; and that black racism is a backlash of white racism. The monograph concludes that the abolition of black slavery and the civil rights movement destroyed the social and political ground for white and black racism, while the modern development of capitalism is demolishing their economic and intellectual ground.

“The issue we confront today is not primarily one concerning a special day for an individual. The issue is in reality whether our nation can summon the will and vision to recognize a great and historic period in its history by designating the birthdate of one who made major contributions to the period a national public holiday.”

The purpose of this paper is to investigate the relationship between quality management practices and SME performance in Ghana.

Based on the literature, the paper adopted the MBNQA variables of leadership, strategic planning, human resource, customer focus, information and analysis, process management, and quality and operational results as tools of quality management practices. Seven hypotheses were postulated to examine the relationship of each of the MBNQA variables with the five SME performance indicators of profitability, customer satisfaction, sales growth, employee morale, and market share. A survey comprising 80 questions was administered to a sample of 200 small firms employing fewer than 50 workers and covering all sectors in Ghana. The questionnaire asked the participants to indicate on a five‐point Likert scale the extent to which each quality management practice was evident or was practiced of those that influence their firms' performance. Statistical analyses were conducted using SPSS to calculate descriptive statistics, reliability analysis, correlation and regression.

Overall, the paper found a number of significant relationships between the quality management variables and firm performance. It also found support for the argument that quality management practices improve organizational performance in both large and small businesses and in any part of the world.

These findings have added to the body of knowledge that quality management practices improve organizational performance. Contrary to some studies conducted recently in Ghana to investigate the relationship between sophisticated planning and performance that did not find any significant relationship, the study reports a significant positive relationship.

The purpose of this paper is to explore the relationship between 5S use, contextual factors and performance. The contextual factors comprise structural features of the firm, environment, human resources and technology and quality management. The performance measures refer to improvements in productivity, quality, employee satisfaction, lead time and new product design.

A questionnaire survey was conducted in 203 Spanish manufacturing plants, with personnel interviewees. The hypotheses proposed were verified using correlation analysis and analysis of variance.

The results show the existence of a positive relationship between the use of 5S and some contextual factors such as size, the integration of the plant in a multinational group, the type of product manufactured, the technology used and the quality programmes in the plant. Moreover, 5S is positively related to some operational performance measures, especially those referring to quality and productivity.

This paper contributes to the scarce empirical literature analysing the factors related to the use of 5S and its association with manufacturing performance.

Traces the trajectory of the digital divides by focusing on different areas of research that are competing to shape the public policy agenda. Posits that policy should focus at least as much on the context and content of technology use as it has this far on the increased distribution of computing resources.