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The purpose of this paper is to highlight some of the Best Practices for Improved Customer Relationship Management.
Abstract
Purpose
The purpose of this paper is to highlight some of the Best Practices for Improved Customer Relationship Management.
Design/methodology/approach
This article describes some of the Best Practices for Improved Customer Relationship Management. Case studies, success stories, and statistical examples are used to highlight some of the Best Practices.
Findings
Case studies, success stories, and statistics.
Originality/value
This session highlights some of the Best Practices for Improved Customer Relationship Management.
Details
Keywords
Xiaoyan Xing, Anthony G. Church, Norm O'Reilly, Ann Pegoraro, John Nadeau, Louise Heslop and Benoit Séguin
Based on the work of Parent (2008) on mega sports events, this paper explores the relationships among events stakeholders in Olympic Games host/bid city marketing. It outlines…
Abstract
Based on the work of Parent (2008) on mega sports events, this paper explores the relationships among events stakeholders in Olympic Games host/bid city marketing. It outlines research questions, identifies a theoretical framework to better understand Olympic city marketing, presents four essays related to issues within this framework, and provides conclusions and suggestions for future research.
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Keywords
Shaobo Wei, Fenfen Zhu and Xiayu Chen
Innovative use of enterprise systems (ES) by employees is essential for organisations to benefit from huge investments in such systems. Drawing on job demands-resources (JDR…
Abstract
Purpose
Innovative use of enterprise systems (ES) by employees is essential for organisations to benefit from huge investments in such systems. Drawing on job demands-resources (JDR) theory, this study explores how stressors (i.e. challenge and hindrance stressors) influence employees' innovative use of ES, as well as considering the moderating effects of IT mindfulness.
Design/methodology/approach
Data were collected from a longitudinal survey of 152 employees in a large financial service company in China. Hierarchical multiple regression was used to test the research model.
Findings
Results showed that challenge stressors exerted a positive effect and hindrance stressors had no significant effect on innovative use of ES. Furthermore, we found that IT mindfulness weakened the positive effect of challenge stressors and the negative effect of hindrance stressors on innovative use of ES.
Originality/value
This study is among the first to extend the research of innovative use of ES by considering two types of stressors based on the JDR theory. Besides, new insights are provided on how to promote employees' innovative use of ES in the post-acceptance stage according to the different levels of IT mindfulness of employees.
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