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Article
Publication date: 28 January 2014

Ibrahim Elbeltagi, Thijs Kempen and Elaine Garcia

This research covers a rather unexplored area of customer relationship management (CRM) by questioning the mechanism between on the one hand the Pareto-principle and on the other…

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Abstract

Purpose

This research covers a rather unexplored area of customer relationship management (CRM) by questioning the mechanism between on the one hand the Pareto-principle and on the other hand traditional non-IT supported operational CRM processes. Thus, the paper aims to explore whether a minority of processes and process-aspects deserves credit for achieving a majority of CRM goals.

Design/methodology/approach

A qualitative approach is the most appropriate due to the assumption that access to the reality of a situation is only possible through social construction. A qualitative approach seeks to answer questions posed by studying different social settings. As noted by Berg, qualitative techniques make it possible for researchers to participate in understanding and perceiving others, as well as permitting them to discover how people structure their daily lives to make them more meaningful.

Findings

The questioned mechanism of on the one hand traditional non-IT supported operational CRM process-aspects and on the other hand the Pareto-principle is confirmed by the majority of interviewees who answered affirmatively to small things making big differences in customer contact.

Research limitations/implications

Regarding the limitations of this study, the results are hard to generalise as the research context depends on a single case study. However, the high levels of detail that allows for greater insight into manufacturing SMEs in HGV-Trailer that want to adopt non-IT support operational CRM where there is lack of financial resources justify the choice of this case study.

Practical implications

This study is important for management to focus and develop social on top of technical competencies. This was clear from the importance of social intercourse as the glue that links all the non-IT supported operational processes from break down to invoices. It helps in removing the uncertainty from the view point of customers and highlights the importance of the care that companies need to give to the human side of the process more than objectifying things. Moreover, the finding provides an important implication for practitioners involved spare-parts purchasing process and the warranty claiming process should continuously assess whether they operate in support of a breakdown or not and subsequently use this insight to prioritize their tasks.

Originality/value

This research tried to answer how the Pareto-principle applies to traditional non-IT supported operational CRM process-aspects by concluding that the first social intercourse, as well as problem ownership, belongs – from a customers' viewpoint – to the “vital few” leading to “trivial many” results of rational and emotional nature. This is especially true in the breakdown process, and processes that operate in support of breakdowns.

Article
Publication date: 4 April 2023

Jie Sun and Hao Jiao

This study aims to explore the mediating effect of digital options on the relationship between emerging information technology investments (ITIs) and firm performance (FP). In…

Abstract

Purpose

This study aims to explore the mediating effect of digital options on the relationship between emerging information technology investments (ITIs) and firm performance (FP). In particular, it analyses the performance impacts of investments in five emerging technologies of IT or non-IT firms.

Design/methodology/approach

Secondary data are collected from Chinese A-share listed companies from 2010 to 2018. The authors propose an econometric model focusing on the impact of ITIs on a firm’s market value and profit. A propensity score matching model is applied to control endogeneity.

Findings

The ITIs’ effect on FP is found to be completely mediated by digital options, and the reach of digital options plays a more positive role in the relationship between ITIs and Tobin’s Q, whereas the richness of digital options is stronger between ITIs and return on net assets (ROE). The group study shows that the impact of process technologies such as cloud computing and the Internet of Things has a more profound impact on Tobin’s Q, and the knowledge technologies represented by artificial intelligence, blockchain and big data strongly affect ROE. In addition, the positive relationship between ITIs and FP is unrelated to IT/non-IT firms.

Research limitations/implications

First, the data are based on 219 publicly announced emerging ITIs in China and thus may not be generalizable to other cultural/national contexts. Second, there is a lack of a large sample data set of emerging ITI information in China, and the duration of this study is constrained to the relatively short rise of emerging technologies.

Practical implications

This study provides firm decision-makers with practical implications. The results imply that the effect of ITIs on FP depends on digital options, so both IT firms (e.g., Big Tech giants) and non-IT firms (e.g., incumbents) should discover how to balance firm value and profit in their management of emerging technology investment projects with digital options thinking.

Originality/value

To the best of the authors’ knowledge, this is the first empirical study to investigate the relationship between ITIs and FP from the perspective of digital options, exploring five emerging technologies and considering firm life, size, and state ownership in a sample of Chinese listed firms.

Details

Chinese Management Studies, vol. 18 no. 2
Type: Research Article
ISSN: 1750-614X

Keywords

Article
Publication date: 6 July 2015

Luay Anaya, Mohammed Dulaimi and Sherief Abdallah

The purpose of this paper is to articulate clear understanding about the role of enterprise information systems (EIS) in developing innovative business practices. Particularly, it…

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Abstract

Purpose

The purpose of this paper is to articulate clear understanding about the role of enterprise information systems (EIS) in developing innovative business practices. Particularly, it aims to explore the different ways that make EIS enables innovation development.

Design/methodology/approach

The study adopted exploratory case study, based on qualitative approach. Investigations included two case studies each involved interviewing a number of senior information technology staff, working at these cases.

Findings

The paper provides empirical insights about the EIS role in enabling innovation. The analysis of the case studies revealed that integrating an EIS with other system(s) or with digital devices can provide new practices that could not be easily available without these technologies. The study also found that applying data analytics tools into data accumulated from EIS, to extract new insights, lead to innovative practices.

Practical implications

The study provides a set of recommendations for organizations interested to maximize the benefits from their investments in EIS.

Originality/value

The paper provides evidences from cases in United Arab Emirates for the EIS role in enabling business innovation.

Details

Business Process Management Journal, vol. 21 no. 4
Type: Research Article
ISSN: 1463-7154

Keywords

Article
Publication date: 25 January 2019

Muhittin Cavusoglu

This study aims to examine the utilization of Front of House (FOH) and Back of House (BOH) technology applications in different types of US restaurants along with their level of…

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Abstract

Purpose

This study aims to examine the utilization of Front of House (FOH) and Back of House (BOH) technology applications in different types of US restaurants along with their level of IT management and explore the importance of these technology applications to restaurant operations.

Design/methodology/approach

Survey data were collected from 500 randomly selected restaurant technology managers who subscribe to Hospitality Technology Magazine. The sample group represented 67,299 restaurant units. Data analysis was organized into three parts (descriptive, exploratory factor analysis, and independent samples t-test).

Findings

For FOH, the top-five point of sale (POS) technologies used are POS hardware, touchscreen, POS software, gift card integration and integrated credit card swipe into POS. At the BOH, the top-five POS technologies used are accounting/financial software, enterprise reporting, inventory management software, kitchen printers and company intranet.

Originality/value

This is one of the first studies to include a variety of technologies used in restaurants. Most existing studies focus on a single technology or a small number of them. However, this study provides an overall perspective on a variety of restaurant technologies from FOH to BOH. It also includes mobile POS technologies.

研究目的

本论文旨在研究美国各种类型饭店的前厅(FOH)和后厨(BOH)的各种科技应用系统以及其信息科技管理水平, 此外, 本论文还分析了这些科技应用对于饭店运营的重要性。

研究设计/方法/途径

本论文采用问卷采样形式, 从订阅了酒店科技杂志(Hospitality Technology Magazine)的饭店科技经理中随机抽取500名经理为问卷样本, 此样本代表了67,299家饭店。数据分析方法共分为三个部分(描述型、因子分析、和独立样本t检定)。

研究结果

对于FOH而言, 排名前五的POS科技包括POS硬件、触摸屏、POS软件、礼品卡管理、和信用卡与POS系统链接。对于BOH而言, 排名前五的POS科技包括会计/财务软件、企业报表、库存管理软件、厨房打印机、和公司内网。

研究原创性/价值

本论文是仅存的几篇研究多样饭店科技的文章之一。大多数文章只是关注一种或者少数几种科技。然而, 本论文提供从FOH到BOH多种饭店科技的分析研究, 包括移动POS科技等。

关键词 饭店科技、前厅科技、后厨科技、移动POS

Details

Journal of Hospitality and Tourism Technology, vol. 10 no. 1
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 1 October 2003

Constantinos J. Stefanou, Christos Sarmaniotis and Amalia Stafyla

Current competitive challenges induced by globalization and advances in information technology have forced companies to focus on managing customer relationships, and in particular…

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Abstract

Current competitive challenges induced by globalization and advances in information technology have forced companies to focus on managing customer relationships, and in particular customer satisfaction, in order to efficiently maximize revenues. This paper reports exploratory research based on a mail survey addressed to the largest 1,000 Greek organizations. The objectives of the research were: to investigate the extent of the usage of customer‐ and market‐related knowledge management (KM) instruments and customer relationship management (CRM) systems by Greek organizations and their relationship with demographic and organizational variables; to investigate whether enterprises systematically carry out customer satisfaction and complaining behavior research; and to examine the impact of the type of the information system used and managers’ attitudes towards customer KM practices. In addition, a conceptual model of CRM development stages is proposed. The findings of the survey show that about half of the organizations of the sample do not adopt any CRM philosophy. The remaining organizations employ instruments to conduct customer satisfaction and other customer‐related research. However, according to the proposed model, they are positioned in the first, the preliminary CRM development stage. The findings also suggest that managers hold positive attitudes towards CRM and that there is no significant relationship between the type of the transactional information system used and the extent to which customer satisfaction research is performed by the organizations. The paper concludes by discussing the survey findings and proposing future research.

Details

Business Process Management Journal, vol. 9 no. 5
Type: Research Article
ISSN: 1463-7154

Keywords

Article
Publication date: 31 July 2007

Mei‐Yu Wang

This case study was conducted with the purpose of discovering the possible barriers when a customer relationship management (CRM) implementing plan was initiated in the library…

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Abstract

Purpose

This case study was conducted with the purpose of discovering the possible barriers when a customer relationship management (CRM) implementing plan was initiated in the library context, and exploring its efficiency and effectiveness after implementation. The study aims to develop initial hunches or insights and to obtain concrete suggestions for a template to use in future developing and implementing efforts.

Design/methodology/approach

To understand the dynamics present within single, real‐life settings during the implementation process, the case study method was adopted.

Findings

The findings highlight the importance to overcome libraries' inexperience in terms of CRM implementation management, and demonstrate that the biggest challenge facing a library is to raise internal awareness of the CRM functions and capabilities that are now provided, and to educate library staff on how these functions and features operate.

Research limitations/implications

The biggest problem of implementing a CRM system in academic libraries is to raise internal awareness of the functions and capabilities that are now provided, to educate library staff on how these functions and features operate, and to clarify the different roles played by the automation system, online reference service and the CRM system.

Practical implications

The initiation into CRM needs not only to address cultural issues, but deal with the fears and anxieties that library staff may have in relation to the adopting the CRM system.

Originality/value

The paper provides useful information for those wanting to implement a CRM system in a library context.

Details

Library Management, vol. 28 no. 6/7
Type: Research Article
ISSN: 0143-5124

Keywords

Article
Publication date: 6 August 2019

Morteza Ghobakhloo and Masood Fathi

The purpose of this paper is to demonstrate how small manufacturing firms can leverage their Information Technology (IT) resources to develop the lean-digitized manufacturing…

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Abstract

Purpose

The purpose of this paper is to demonstrate how small manufacturing firms can leverage their Information Technology (IT) resources to develop the lean-digitized manufacturing system that offers sustained competitiveness in the Industry 4.0 era.

Design/methodology/approach

The study performs an in-depth five years case study of a manufacturing firm, and reports its journey from failure in the implementation of enterprise resource planning to its success in integrating IT-based technology trends of Industry 4.0 with the firm’s core capabilities and competencies while pursuing manufacturing digitization.

Findings

Industry 4.0 transition requires the organizational integration of many IT-based modern technologies and the digitization of entire value chains. However, Industry 4.0 transition for smaller manufacturers can begin with digitization of certain areas of operations in support of organizational core strategies. The development of lean-digitized manufacturing system is a viable business strategy for corporate survivability in the Industry 4.0 setting.

Research limitations/implications

Although the implementation of lean-digitized manufacturing system is costly and challenging, this manufacturing strategy offers superior corporate competitiveness in the long run. Since this finding is rather limited to the present case study, assessing the business value of lean-digitized manufacturing system in a larger scale research context would be an interesting avenue for future research.

Practical implications

Industry 4.0 transition for typical manufacturers should commensurate with their organizational, operational and technical particularities. Digitization of certain operations and processes, when aligned with the firm’s core strategies, capabilities and procedures, can offer superior competitiveness even in Industry 4.0 era, meaning that the strategic plan for successful Industry 4.0 transition is idiosyncratic to each particular manufacturer.

Social implications

Manufacturing digitization can have deep social implications as it alters inter- and intra-organizational relationships, causes unemployment among low-skilled workforce, and raises data security and privacy concerns. Manufacturers should take responsibility for their digitization process and steer it in a direction that simultaneously safeguards economic, social and environmental sustainability.

Originality/value

The strategic roadmap devised and employed by the case company for managing its digitization process can better reveal what manufacturing digitization, mandated by Industry 4.0, might require of typical manufacturers, and further enable them to better facilitate their digital transformation process.

Details

Journal of Manufacturing Technology Management, vol. 31 no. 1
Type: Research Article
ISSN: 1741-038X

Keywords

Article
Publication date: 28 January 2014

Yi Jiang and Jing Zhao

IT-based supply chain performance is co-created through inter-organizational business processes. This research is motivated to explore how business value of IT in supply chain is…

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Abstract

Purpose

IT-based supply chain performance is co-created through inter-organizational business processes. This research is motivated to explore how business value of IT in supply chain is co-created in downstream process and probe into the possible complementary effect of relational resources from retailers and customers during the cooperative process. The paper aims to discuss these issues.

Design/methodology/approach

A model is proposed to conceptualize the process with three dimensions and six constructs, which emerges a causal link between organization resources application, e-supply chain capability (ESCC) and process performance. And then the research model was validated using partial least squares with data collected from 128 manufacturing firms in China.

Findings

The results provide broad support for the following: the casual relationship among inter-organizational resources interaction, ESCC and process performance; the mediating role of ESCC in the e-CRM process is more significant than that in e-ordering process; and there is the moderating effect between relational resources and internal resources in e-CRM process.

Practical implications

It offers guidelines for managers to plan the roles played by resource, capabilities and performance for e-supply chain success in multi-firm environments.

Originality/value

This study provides a novel perspective and offers important implications for e-supply chain research and practice, by exploring intermediate factors and shedding light on the process of co-creating business value of IT in supply chain.

Details

Industrial Management & Data Systems, vol. 114 no. 1
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 1 April 2003

Francisco J. Acoba and Scott P. Foster

In their recent client engagement experience and benchmarking research, the authors have found that successful management models for corporate real estate (CRE) organisations…

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Abstract

In their recent client engagement experience and benchmarking research, the authors have found that successful management models for corporate real estate (CRE) organisations begin with integrated, robust processes, and not well designed organisational charts. As corporate missions can quickly change focus from high growth to cost reduction, the key to successful integration of all CRE elements is engaging in a strategic planning process that not only aligns the facilities infrastructure with the core business, but also drives CRE organisational initiatives relative to processes, people and enabling systems. This paper attempts to capture a practical framework for CRE managers to evaluate changes to the core business and determine what implications these changes will have on both the CRE portfolio and organisation.

Details

Journal of Corporate Real Estate, vol. 5 no. 2
Type: Research Article
ISSN: 1463-001X

Keywords

Article
Publication date: 16 August 2011

Samiha Mjahed Hammami and Abdelfattah Triki

The objective of this paper is to highlight the importance of information technology in service recovery performance through the exploration of its influence on service recovery

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Abstract

Purpose

The objective of this paper is to highlight the importance of information technology in service recovery performance through the exploration of its influence on service recovery performance components and determinants.

Design/methodology/approach

A general inductive approach for analyzing qualitative data was adopted since the main research question of “How can information technology enable successful service recovery?” has not been examined in the complaint management literature. Data were collected through in‐depth interviews with key executives working in the Tunisian banking sector.

Findings

Drawing on the knowledge‐based view (KBV), the authors develop a general framework to understand the differences in service recovery performance (SRP). The research shows that various knowledge‐based resources such as customer orientation (CO), internal orientation (IO), and information technology (IT) complement one another to impact on SRP. Ignoring the complementarities of these resources in assessing SRP can seriously underestimate the impact of IT on the knowledge assets that are embedded in the firm recovery competency. This distinctive business competency is labelled knowledge enabled recovery effectiveness (KERE).

Research limitations/implications

Given the exploratory nature of this study, these preliminary results need quantitative research to refine theory and measurement of service recovery capabilities and for future validation of the proposed framework.

Practical implications

The findings provide important implications for the effective design and the automation of complaint management and for the intervening mechanisms that govern the IT business value.

Originality/value

The paper examines the issue of complaint management from a knowledge based view and calls for the need to consider specific customer relationship management (CRM) areas as a set of knowledge based activities.

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