Search results

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.

This study empirically explores one of the important channel issues – the relationship between various channel support given to channel partners and the perceived (by managers) goal‐orientation of a firm. Results from an emerging market, India, indicate that perceived orientation towards both profitability and market share is not associated with any of the channel support considered. Growth orientation however is strongly associated with most of the channel support activities – both business (e.g., business advice, pricing and ordering assistance, and personnel training) as well as marketing (advertising support, sales promotional material, and inventory management assistance) oriented activities. In contrast, perceived sales volume orientation is only associated with advertising support and business advice, however, the relationship is negative. These findings have interesting implications for channel management and channel motivation.

The widespread implementation of new management practices (NMPs) in industrialised countries has had a significant impact on employee training. Examines five NMPs: the learning organisation; total quality management; lean production/high performance work organisations; teamworking; and business process re‐engineering. Focuses on the relationship between organisational change and training at the enterprise level. The research identified important findings in six key areas: small business; the use of the vocational education and training system; the importance of the individual; the nature of training; the importance of behavioural skills; and organisational change. The study confirmed that workplace change is a major driver of improved training provision in enterprises. It showed unambiguously that most NMPs are associated with higher levels of training. The integration of training with business strategy was found to be the most important factor in driving training across a wide range of training activities and appears to lead to an across the board boost to enterprise training in all its forms.

Discusses the similarities and differences in the ways in which the training and development function is managed in multinational corporations (MNCs). Presents a comparative analysis (at three levels: international, industry and enterprise, with emphasis on enterprise) of enterprise‐based training in the UK and Australia, set in the context of the food and drink industry; and some of the government policies that affect the industry. Includes case studies of MNCs that operate in both countries, giving details of training strategies. Concludes that similarities in training and development strategies outweigh the differences; contrary to previous studies which draw attention to the differences between organizations and industries. Points out the relevance to managers and researchers who have an interest in the human resource management function in large organizations that operate across borders.

This article aims to review the latest management developments across the globe and pinpoint practical implications from cutting‐edge research and case studies.

The briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Strategic design is increasingly at the heart of organizations' corporate social responsibility (CSR) initiatives. Immediate evidence of this, as Koo and Cooper point out, can be seen in the way that the term is heard increasingly these days in the business world. In other words, a previously philanthropic term has become an ever more strategic one.

The article provides strategic insights and practical thinking that have influenced some of the world's leading organizations.

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy‐to‐digest format.

For adequate bibliographical information about Baudelaire's works one must go to collected editions by no means readily available in Great Britain. Information concerning the extensive literature about Baudelaire is still farther to seek. For the English reader the bibliography in Arthur Symons's study mentioned below has not been superseded, although important editions of Baudelaire's works have been issued and much written about him since 1920.

The first of a series of lectures arranged by the Wine Trade Club for the present session was given on March 8th, at Vintners Hall, London, when Mr. R. H. Monier‐Williams, B.A., read a paper on “ Legal Matters in the Wine and Spirit Trade ”. Capt. F. H. T. Ree, R.N. (Rtd.), occupied the chair, and in opening the proceedings said that probably most of those present were aware of the fact that Mr. Monier‐Williams was the greatest authority on the problems which beset their trade and he had steered them very successfully through more troubles than he cared to remember. In the course of his address Mr. Monier‐Williams referred to the question of misdescription of an article, and more particularly in relation to wine labels. The Merchandise Marks Act provided that every person who applied any false trade description to goods should be guilty of an offence unless he proved that he acted without intent to defraud. The most usual way in which a trade description was falsely applied was on a label, but the delivery of an invoice containing a false trade description of goods was an “ application ” of that description, and a retailer who gave such an invoice was, prima facie, guilty of an offence under the Act. To establish the defence that he acted without intent to defraud, the defendant must satisfy the Court that he did not know that the trade description which he applied to the goods was false, because he was mistaken as to what the goods really were. For instance, a wine merchant bought, in all good faith, several dozen bottles of wine labelled “ sherry”. It was invoiced to his customers as “ sherry ”, to which it was found to bear no resemblance except possibly in colour. The wine merchant was entitled to be acquitted, but he must have acted in good faith. If the prosecution proved that the merchant knew or must have known perfectly well that the stuff was not sherry, or that he applied the description without caring whether it was true or false he should be convicted. In answering charges a defendant would establish a defence if he proved that he was mistaken as to what the goods were and did not know, therefore, that the trade description was false. Nevertheless, his defence would fail unless he could establish certain matters laid down in the Act, namely that, having taken all reasonable precautions against committing an offence, he had at the time no reason to suspect the genuineness of the trade description, and that, on demand made by or on behalf of the prosecution, he gave all the information in his power with respect to the persons from whom he obtained the goods.

The importance of housing in enhancing the quality of life has been widely reported. It represents one of the basic human needs, provides protection from harm and ensures survival. Like many developing countries, different Ghanaian governments have variously pursued several programs and interventionsdirected at addressing the country's housing challenges including housing loan schemes in the colonial era to affordable housing projects in the 2000s. Notwithstanding, access to adequate housing for the low to middle-income groups still remains unresolved. This paper is an attempt to gain deeper insights into Ghana's housing situation, its challenges and the efforts made by governments during the periods before independence and after independence. The nature of the housing policies implemented during such eras is explored and the reasons for the implementation failures examined. In the end, the paper provides policy recommendations that could potentially help increase the supply of affordable urban housing in the country. The paper calls for a strong political will and pragmatic intelligence in the implementation of housing policies and programs in the country. Mechanisms to provide sufficienthousing finance for the poor to adequately participate in the housing market have also been outlined. It is concluded that the over-empowerment of the private real estate sector to be the major providers of housing may not be optimal. Rather, it would only lead to the inability of the poor to be able to actively participate in the housing market, consequently exacerbating housing poverty. Effective public-private partnership has the potential to guarantee the supply of reasonably-priced and affordable housing provision.