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CRM treats various profiles of customers or individual customers differently, purposively favoring certain customers while deliberately disadvantaging others. This research aims to provide insights into how advantaged (favored) and (non-favored) disadvantaged customers perceive fairness in retailers’ marketing tactics.

A multiple study approach has been adopted, influenced by a three-stage process, which involved exploratory interviews, pilot tests, and the main survey.

The results have provided marketers with a perspective on maintaining and enhancing relationships. Service and marketing communications concern the advantaged customers most, while pricing is the most important aspect for the disadvantaged customers.

In terms of handling customers, there are important implications from recognizing how those who are favored and those who are not so advantaged perceive their treatment. Failure to appreciate the pitfalls for visibly treating certain customers more favorably and others demonstrably less so, will have stark consequences for retail management and consumer marketing.

Contributions are made to the literatures on CRM and on unfairness, particularly in terms of how to address the inevitable inequities inherent in retailers’ CRM offerings. Identification of the advantaged and disadvantaged customers and their respective views allows marketers to develop more appropriate approaches for handling customers who are sensitive to perceived unfairness.

Despite the fact that in recent years performance management and measurement (PMM) techniques and tools have attracted much research interest and that many scholars claim that implementing PMM yields many advantages, there is only a limited number of rigorous, systematic, scientific analysis of empirical studies into the benefits actually experienced by organizations in practice after introducing PMM. In addition little is known about specific reasons for organizations to start using PMM, and about the various relationships, if any, between the advantages, disadvantages and reasons for PMM use. This paper seeks to address these issues.

This article identifies the advantages, disadvantages and reasons for use of SPM which organizations have experienced in practice, based on an extensive literature research and interviews at 17 prominent Dutch organizations.

The study found four main advantages, two main disadvantages and two main reasons for use.

The main limitation is that the number of participating organizations and interviewees could be higher.

The practical implication of this research is that implementing and using PMM yields specific benefits for an organization and that management now knows which advantages are to be expected.

This research shows that management needs to make the advantages of PMM explicit before the PMM implementation starts and keep stressing these advantages during and after implementation. This will heighten commitment of organizational members for PMM and increase a successful use of PMM.

The purpose of this paper is to identify whether there exists a relationship between the level of completeness of a strategic performance management (SPM) system implementation and the advantages and disadvantages an organization experiences from this system.

Advantages and disadvantages encountered during the implementation and use of an SPM system are collected from the literature and tested during extensive interviews at 17 prominent Dutch organizations (with 52 interviewees in total). During the interviews the level of completeness of the SPM system implementation is also assessed. Subsequently, the advantages, disadvantages and level of SPM system implementation completeness are related.

The research results show that organizations that have fully completed the SPM implementation gain more financial and non‐financial advantages and experience less disadvantages than organizations that are still in the process of implementing such a system. Organizations that have almost completed the implementation of the SPM system already gain qualitative advantages from this system, but they experience fewer financial advantages.

The main limitation of the research is that the number of organizations investigated is limited in number and they are all profit sector companies from The Netherlands. Preferably, the number, sector and country coverage of the organizations should be increased in order to get a better spread of SPM system implementation completion stages and the experienced advantages and disadvantages.

Management now knows which advantages are to be expected at which stage of SPM implementation completeness, and can use the research results to convince staff that an SPM system will only yield full benefits to the organization when it has been completely implemented.

The need for efficient and effective SPM systems has increased over the past decade and the successful implementation and use of these systems have become of paramount importance to organizations. In this respect, one issue has been underexposed in the literature thus far, namely: the relationship between the level of completeness of the SPM implementation and the benefits organizations experience. This paper provides an overview of the main advantages and disadvantages to be expected at various stages of SPM implementation completeness.

Purpose – All modern societies are marked by unequal relationships between dominant and subordinate groups. Given that dominant group members often have the resources to determine if and how inequities might be dealt with, it is important to know when and how dominant group members will respond to inequity.

Approach – In this chapter, we present a new framework for how individuals experience inequality: the inequality-framing model. According to the model, individuals distinguish between inequities of advantage and inequities of disadvantage, which is predicted to lead to different experiences of inequity. We then review prior literature that indicates that perceptions of ingroup advantage and outgroup disadvantage can influence when and how dominant group members will respond to inequity. We specifically investigate hierarchy-attenuating responses to inequity, such as support for affirmative action policies, and hierarchy-enhancing responses, such as denial of inequity, disidentification from the group, the motivated construal of inequity, and the motivated use of colorblind ideology.

Research and practical implications – The model suggests that researchers and practitioners alike would do well to pay attention not only to the magnitude of inequity, but also to the way in which it is described. Importantly, dominant group members are more likely to have the power over how inequalities are discussed, which has ramifications for their experience of and willingness to remedy inequity.

Originality – This chapter provides an overview of research indicating that how inequity is described – advantage or disadvantage – can have implications for how dominant group members experience and respond to inequity.

The increased use of the Internet has suggested that there may be many advantages to both suppliers and consumers in using e‐commerce in a Web‐based environment. However, numerous concerns and disadvantages have also been expressed, mainly in the academic literature. The importance placed on these disadvantages by suppliers has not yet been studied. This study determines whether or not the advantages and disadvantages of e‐commerce revealed in the literature are deemed to be important by sample firms. This enables conclusions to be drawn about the level of insight these firms have into the technology, and their preparedness for the implementation of e‐commerce functions. This study provides evidence to suggest that there is no significant difference between the advantages of e‐commerce perceived by the responding suppliers and those presented in the literature, but that there is a significant variation with respect to the perceived disadvantages.

Grounded on approach/avoidance behaviour theory, the purpose of this paper is to develop a typology of grocery shoppers based on the concomitant perceived advantages and disadvantages of shopping online and in store for a single cohort of consumers who buy groceries in both channels.

A survey design was employed using a sample of 871 UK shoppers who had purchased groceries online and offline. The survey instrument contained items that measured the perceived advantages and disadvantages of grocery shopping online, and items relating to the perceived advantages and disadvantages of grocery shopping in traditional supermarkets. Items were selected from the extant literature and subjected to content and face validity checks. Cluster analysis was used to develop typologies of online and offline grocery shoppers. The inter-relation between the two typology sets was then examined.

The results of the research provide several insights into the characteristics, perceptions and channel patronage preferences of grocery shoppers. In particular, profiling e-grocery shoppers on the basis of their concomitant perceptions of shopping online and in store suggests that the choice of whether to shop online or in store may be driven not by the perceived advantages of one channel vs the other, but by the desire to avoid the greater disadvantages of the alternative. These perceptions differ somewhat between different consumer groups.

This study makes a noteworthy contribution to the internet and general shopping literature by providing a profile of grocery shoppers based on their concomitant and often conflicting perceived advantages and disadvantages of shopping online and their perceived advantages and disadvantages of shopping in traditional supermarkets. The use of a single cohort of consumers overcomes the bias in previous studies that employ separate cohorts of online and offline shoppers and reveal important insights into the complex perceptions and behaviours of multichannel grocery shoppers.

Previous research has focused on the outcomes of telework, investigating the advantages and disadvantages of teleworking for employees. However, these investigations do not examine whether there are differences between teleworkers when evaluating the advantages and disadvantages of teleworking. The aim of this study is to identify of distinct classes of teleworkers based on the advantages and disadvantages that teleworking has for them.

This study used secondary survey data collected by the Spanish National Statistics Institute (INE). A sample of 842 people was used for this study. To identify the distinct classes of teleworkers, their perceived advantages and disadvantages of teleworking were analyzed using latent class analysis.

Three different classes of teleworkers were distinguished. Furthermore, sociodemographic covariates were incorporated into the latent class model, revealing that the composition of the classes varied in terms of education level, household income, and the amount of time spent on teleworking per week. This study also examined the influence of these emergent classes on employees’ experience of teleworking.

This study contributes to previous research investigating if telework is advantageous or disadvantageous for teleworkers, acknowledging that teleworkers are not identical and may respond differently to teleworking.

The purpose of this study is to analyze the export competitiveness of Pakistan with border-sharing countries, i.e. Afghanistan, China, India and Iran for the year 2014.

The study uses revealed symmetric comparative advantage (RSCA) index to measure export competitiveness with border-sharing countries. The study has split the results into highest and marginal comparative advantage and disadvantage according to the rank.

Pakistan is exporting 160, 155, 133 and 60 commodities at three-digit level of Standard International Trade Code (Rev 3) classification to Afghanistan, China, India and Iran, respectively. The results suggest that Pakistan has highest and marginal comparative disadvantage in more than half of these commodities exported to border-sharing countries. Pakistan can improve its market share for rice in Afghanistan, China and Iran. Special measures and productive efforts are required to improve the export competitiveness of cotton, textile yarn and cotton fabric in border-sharing countries.

Pakistan has to adopt special strategies to improve the competitiveness of those commodities that fall in marginal comparative advantage and disadvantage. To increase the volume of cross-border trading, political and diplomatic channels are required among the countries especially the border-sharing countries.

Export competitiveness of Pakistan is analyzed for all the commodities exported to border-sharing countries and categorized into highest and marginal comparative advantage and disadvantage. To avoid the problem of asymmetry in Balassa index revealed comparative advantage, RSCA index is used.

It is well established that there are several benefits of taking a placement year, for example, higher academic attainment, the acquisition of transferable skills and enhanced employability. It is therefore important to understand why students choose to take or not to take a placement. The paper aims to discuss this issue.

In the current study, 159 first year students studying psychology were asked about their perceptions of the advantages and disadvantages of taking a psychology professional placement year. Their responses were analysed using thematic analysis, and the number of participants who provided information relating to each main theme was also tabulated.

Students perceived the main benefits of placements as relating to career certainty, future prospects, experience, knowledge and skills. In contrast, they perceived the main disadvantages as practical disadvantages, social/emotional disadvantages, difficulty, and there being no guaranteed benefit of a placement.

The results are discussed in terms of their potential to inform practices for developing and enhancing psychology placements within higher education. For example, providing further empirical evidence of the benefits of placements may help staff in higher education to further promote placement years.

The study contributes to the knowledge of perceived advantages and disadvantages of taking a placement in psychology. Placements in psychology are likely to be very beneficial for employability, but are often only available on a voluntary basis.

The purpose of this paper is to study what happens when firms misuse customers’ information and perceptions of unfairness arise because of privacy concerns. It explores a unifying theoretical framework of perceptions of unfairness, explained by the advantaged–disadvantaged (AD) continuum. It integrates the push, pull and mooring (PPM) model of migration for understanding the drivers of unfairness.

The paper is conceptual and develops a theoretical model based on extant research.

Using the PPM model, the paper explores the effects of information-based marketing tactics on the AD framework in the form of two types of customers. Findings from the review suggest that three variables have a leading direct effect on the AD customers. Traditionally, the fairness literature focuses on price, but findings show that service and communication variables impact customers’ unfairness perceptions. This paper examines the importance of these variables, in the context of an AD framework, to help explain unfairness and consider the implications.

To explain information misuse and unfairness perceptions, the paper develops a unifying theoretical framework of perceptions of unfairness, explained by linking the PPM model of migration with the AD continuum.