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Book part
Publication date: 14 March 2024

Luis Matosas-López

The versatility of customer relationship management (CRM) systems has kept these technologies popular over the years. These solutions have been integrated into organizations of…

Abstract

The versatility of customer relationship management (CRM) systems has kept these technologies popular over the years. These solutions have been integrated into organizations of all sizes, from large corporations to small- and medium-sized enterprises. Similarly, CRM systems have also found applications in all types of industries and business sectors. All this has been the driving force behind the proliferation of CRM solutions around the world. In this chapter, the author not only reflects on the impact and democratization of CRM systems on business management and marketing strategies but also explores how these technologies can determine the company's income. In particular, the author presents an experiment that analyzes the extent to which the volume of annual investment in CRM solutions can be used to predict annual net income in a sample of companies. Using time series analysis and applying the autoregressive integrated moving average modeling technique, the researcher examines a sample of 10 companies from different industries, and countries, over a 20-year period. The results show the efficiency of the predictive models developed in nine of the 10 companies analyzed. The findings of this study allow us to conclude that there seems to be an association between the investments made in CRM solutions and the income of the companies that invest in these technologies.

Details

The Impact of Digitalization on Current Marketing Strategies
Type: Book
ISBN: 978-1-83753-686-3

Keywords

Article
Publication date: 15 January 2024

Caroline Cipolatto Ferrão, Jorge André Ribas Moraes, Leandro Pinto Fava, João Carlos Furtado, Enio Machado, Adriane Rodrigues and Miguel Afonso Sellitto

The purpose of this study is to formulate an algorithm designed to discern the optimal routes for efficient municipal solid waste (MSW) collection.

Abstract

Purpose

The purpose of this study is to formulate an algorithm designed to discern the optimal routes for efficient municipal solid waste (MSW) collection.

Design/methodology/approach

The research method is simulation. The proposed algorithm combines heuristics derived from the constructive genetic algorithm (CGA) and tabu search (TS). The algorithm is applied in a municipality located at Southern Brazil, with 40,000 inhabitants, circa.

Findings

The implementation achieved a remarkable 25.44% reduction in daily mileage of the vehicles, resulting in savings of 150.80 km/month and 1,809.60 km/year. Additionally, it reduced greenhouse gas emissions (including fossil CO2, CH4, N2O, total CO2e and biogenic CO2) by an average of 26.15%. Moreover, it saved 39 min of daily working time.

Research limitations/implications

Further research should thoroughly analyze the feasibility of decision-making regarding planning, scheduling and scaling municipal services using digital technology.

Practical implications

The municipality now has a tool to improve public management, mainly related with municipal solid waste. The municipality reduced the cost of public management of municipal solid waste, redirecting funds to other priorities, such as public health and education.

Originality/value

The study integrates MSW collection service with an online platform based on Google MapsTM. The advantages of employing geographical information systems are agility, low cost, adaptation to changes and accuracy.

Details

Management of Environmental Quality: An International Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1477-7835

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Article
Publication date: 2 January 2024

Thiago Da Silva Telles Constantino, Antônio Carlos Magalhães Da Silva and Maria Aline Moreira De Oliveira Constantino

Most scientific research has focused on understanding Ponzi schemes from the point of view of the schemes and their operators, based on qualitative analysis. This paper aims to…

Abstract

Purpose

Most scientific research has focused on understanding Ponzi schemes from the point of view of the schemes and their operators, based on qualitative analysis. This paper aims to analyze Ponzi schemes from the perspective of their investors, emphasizing behavioral aspects, which have been little explored in the scientific literature, especially in quantitative research. In this way, the authors sought to understand the effects of heuristics and cognitive biases in understanding investor behavior.

Design/methodology/approach

A logistic regression was carried out with Brazilian investors, some of them participants in Ponzi schemes, who answered a structured questionnaire by means of a survey.

Findings

The authors found that social pressures, overconfidence and deliberate ignorance lead to credulity, generating little risk analysis and the desire to make a lot of money quickly.

Practical implications

Helping investors improve their levels of information through financial education and self-knowledge about their behavior. Contribute to the competent authorities in the search for improvements in the information displayed to investors.

Social implications

Understanding the mechanisms used when making a financial decision from the point of view of investors in general, but especially those exposed to Ponzi schemes, has the mission of enlightening them about the importance of financial education and the weight of psychological factors so that they can reduce the effects of heuristics and analysis biases when faced with a financial decision.

Originality/value

The basis of this work will be the inclusion of psychological variables and financial education, adapting existing models in an attempt to demonstrate the effects they may or may not have on mental accounting in the specific case of investors

Details

Journal of Financial Crime, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1359-0790

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Article
Publication date: 1 November 2023

Marcia Mariluz Amaral, Vitor Roslindo Kuhn, Sara Joana Gadotti dos Anjos and Luiz Carlos da Silva Flores

The objective of this study is to analyze the experiences in wine tourism according to narratives shared by the visitors themselves. Furthermore, this study aims to examine the…

Abstract

Purpose

The objective of this study is to analyze the experiences in wine tourism according to narratives shared by the visitors themselves. Furthermore, this study aims to examine the levels of intensity associated with these experiences within a wine destination, considering the segmentation of visitors.

Design/methodology/approach

This study uses a mixed-methods approach to analyze data, incorporating a deductive process followed by content analysis. Data collection procedures include a bibliographic review and a data survey conducted through netnography research to analyze 954 visitor reviews on TripAdvisor shared by visitors to Vale dos Vinhedos. Also, statistical analysis is performed to assess whether there are any significant variations in attribute citations among different market segmentation profiles.

Findings

The study’s discoveries indicate that there are no significant differences in intensity among profile segments for the dimensions of entertainment, aesthetics, educational and interactions, unlike escapism. The findings reveal that attributes such as “winery,” “wine,” “products and services” and “landscape” are essential for all visitors. In addition, the study shows that social interactions in the wine tourism destination are not as significant as previously assumed.

Originality/value

This research study constitutes a methodological advancement in the field of market segmentation using electronic word-of-mouth data. It provides crucial insights into the experiential nuances of the research locus and the varying degrees of these experiences in relation to visitor segmentation. Additionally, the contributions of this study are not only of theoretical importance but also hold practical implications for market segmentation strategies.

Details

International Journal of Wine Business Research, vol. 36 no. 1
Type: Research Article
ISSN: 1751-1062

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Article
Publication date: 6 December 2022

Érico Daniel Ricardi Guerreiro, Reginaldo Fidelis and Rafael Henrique Palma Lima

A quantitative theoretical model is proposed to measure how productivity performance can be affected by strategic decisions related to specific competitive priorities.

Abstract

Purpose

A quantitative theoretical model is proposed to measure how productivity performance can be affected by strategic decisions related to specific competitive priorities.

Design/methodology/approach

This study proposes the Primary Transformation Model (PTM) and an equation to measure cause-and-effect relationships between productivity and competitive priorities.

Findings

The interdependence between productivity and competitive priorities was studied using the PTM and the proposed model indicates that strategies that improve external performance also impact internal productivity. It was also observed that the compatibility between competitive priorities depends on the initial manufacturing conditions and the implementation method adopted.

Research limitations/implications

The proposed model is theoretical and, as such, is an abstraction of reality and does not consider all possible aspects. It consists of a novel approach that still requires further empirical testing. The PTM provides insights about the trade-offs between productivity and strategic objectives, as well, contributes to the ongoing research on manufacturing strategy and can be further developed in future studies.

Practical implications

The main practical implication is to allow companies to relate their strategic decisions to their productivity performance.

Social implications

This research also contributes to societal issues by enabling firms to better align strategic objectives and operations, which ultimately allows offering products more suited to the needs of customers, thus making better use of the required resources and favoring economic growth.

Originality/value

The model proposed allows objective assessment of actions aiming at operational efficiency and effectiveness, in addition to providing insights into cause-and-effect relationships between productivity and competitive priorities. The model can also be used in empirical investigations on manufacturing strategy.

Details

International Journal of Productivity and Performance Management, vol. 73 no. 2
Type: Research Article
ISSN: 1741-0401

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Article
Publication date: 4 August 2023

Fabiane Letícia Lizarelli, Ayon Chakraborty, Jiju Antony, Sandy Furterer, Maher Maalouf and Matheus Borges Carneiro

Lean implementation has become popular over the past three decades in the industry and is becoming more prevalent in, service organizations. The objective of this study is to…

Abstract

Purpose

Lean implementation has become popular over the past three decades in the industry and is becoming more prevalent in, service organizations. The objective of this study is to evaluate the impact of social and technical Lean practices on sustainable performance (i.e. economic, environmental and social) in service organizations.

Design/methodology/approach

The methodology includes the analysis of global results obtained from 139 managers from the service sector.

Findings

The results demonstrate that Lean practices have a positive effect on the three perspectives of sustainable performance, regardless of the company size and duration of Lean implementation. Furthermore, both social and technical Lean practices have a similar impact on environmental and economic performance, but their impact on social performance differs, since social Lean practices have a stronger impact on social performance.

Practical implications

This study has a significant contribution to Lean practitioners in service sectors, as it demonstrates that efforts to apply Lean practices can benefit economic results as well as environmental and social performance.

Originality/value

Majority of existing studies focused on the isolated impact of Lean on one of the triple bottom line performance aspects and with a scarcity of studies within the context of services. The intersection of these three strategic areas – Lean, sustainability and services – has not been extensively addressed. There is also a lack of studies that observe sustainability in environmental, social and economic performance, mainly in the service sector.

Details

International Journal of Quality & Reliability Management, vol. 41 no. 3
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 19 June 2023

Carlos Gastelum-Acosta, Jorge Limon-Romero, Yolanda Baez-Lopez, Diego Tlapa, Jorge Luis García-Alcaraz, Cesar Puente and Armando Perez-Sanchez

This paper aims to identify the relationships among critical success factors (CSFs) for lean six sigma (LSS) implementation in higher education institutions (HEIs).

Abstract

Purpose

This paper aims to identify the relationships among critical success factors (CSFs) for lean six sigma (LSS) implementation in higher education institutions (HEIs).

Design/methodology/approach

An extensive literature review was conducted to design the survey instrument, which the authors later administered in Mexican public HEIs to identify the existing relationships among the CSFs and their impact on the benefits obtained from implementing LSS projects. The data were empirically and statistically validated using exploratory and confirmatory factor analysis. Additionally, the authors applied the structural equation modeling (SEM) technique on SPSS Amos to validate the nine hypotheses supporting the research.

Findings

The results suggest that the success of LSS projects in HEIs is highly bound to a serious commitment from top management and several interrelated factors.

Research limitations/implications

The main limitations of the study are that the research is cross-sectional in nature and regional in focus. Namely, the data used to validate the structural model were gathered from a small representative subset of the study population – i.e. Mexican public HEIs – and at a specific point in time.

Practical implications

The results reported here represent a reference framework for HEIs worldwide that wish to continuously improve their processes through LSS improvement projects.

Originality/value

This study proposes a statistically validated model using the SEM technique that depicts the relationships among LSS CSFs in HEIs.

Details

International Journal of Lean Six Sigma, vol. 15 no. 2
Type: Research Article
ISSN: 2040-4166

Keywords

Article
Publication date: 13 April 2023

Maria Laura Victória Marques, Daniel de Abreu Pereira Uhr and Julia Ziero Uhr

This paper aims to identify the income and price elasticities of demand for residential electricity in Latin America and the Caribbean (LAC) and to verify their main determinants.

Abstract

Purpose

This paper aims to identify the income and price elasticities of demand for residential electricity in Latin America and the Caribbean (LAC) and to verify their main determinants.

Design/methodology/approach

Meta-analysis and meta-regression methods were applied. After collecting and filtering journal articles, the authors obtained a sample composed of 76 studies covering 1979–2020.

Findings

The results show that the LAC's income elasticity is approximately 0.20 and 0.92 for the short and long term, respectively. The LAC's price elasticity is approximately −0.37 and −0.46 for the short and long term, respectively. Furthermore, the estimates are affected by the data structure, the estimation method used and the sampling period.

Originality/value

The authors close a gap in the literature by analyzing the price and income elasticities of demand through meta-analysis and meta-regression.

Details

International Journal of Energy Sector Management, vol. 18 no. 2
Type: Research Article
ISSN: 1750-6220

Keywords

Open Access
Article
Publication date: 5 September 2023

Jorge Alcaraz, Julio Martinez-Suarez and Miguel A. Montoya

This paper aims to determine whether policy uncertainty caused by institutional decay in countries with populist rulers influences the internationalization decision of emerging…

Abstract

Purpose

This paper aims to determine whether policy uncertainty caused by institutional decay in countries with populist rulers influences the internationalization decision of emerging market firms (EMFs).

Design/methodology/approach

The study used binary logit analysis on firms from Latin American countries undertaking cross-border greenfield investment projects.

Findings

The results suggest that internationalization decision is demotivated by policy uncertainty generated by populist chief executives and promoted by that of political parties.

Originality/value

This study uses populist rhetoric to describe policy uncertainty due to chief executives and ruling parties, which influences internationalization decision by increasing anticipated transaction costs. This inquiry identifies populism as a variable that influences EMFs to internationalize, while empirically testing the claim of theoretical scholarship that populism reconfigured the sociopolitical and institutional forces that shape the world’s business. This study further advances institutional theory by offering a fresh perspective on the influence of home instead of host-country institutions on the internationalization motivation of firms due to institutional decay caused by populist regimes.

Details

European Business Review, vol. 36 no. 1
Type: Research Article
ISSN: 0955-534X

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