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Maggon, Mohita, and Harish Chaudhry. "Exploring Relationships Between Customer Satisfaction and Customer Attitude from Customer Relationship Management Viewpoint: An Empirical Study of Leisure Travellers." FIIB Business Review 7, no. 1 (March 2018): 57–65. http://dx.doi.org/10.1177/2319714518766118.
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In the business world, customer relationship management (CRM) has emerged as the main marketing activity of the service firms. Organizations thrive to maintain long-lasting relationships with their customers. The priority of the firms is to maximize the relationship share (RS) with profitable customers. The current study aims at identifying determinants of RS for hotels leisure travellers. The findings indicate that customer satisfaction (CS) and attitude towards the hotel in the relationship are major predictors of RS. Besides, CS indirectly affects RS through customer’s attitude towards the hotel. The findings of the present study will help the practitioners to design CRM programme better and reap its maximum benefits.
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Sigala, Marianna. "Implementing social customer relationship management." International Journal of Contemporary Hospitality Management 30, no. 7 (July 9, 2018): 2698–726. http://dx.doi.org/10.1108/ijchm-10-2015-0536.
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PurposeThis paper aims to debate the technology-driven transformation of customer relationship management (CRM) into social CRM, which entails a shift from a transactional and automational solution to a customer experience management philosophy, reflecting high levels of customer empowerment.Design/methodology/approachA literature review provides a critical analysis of the concept, tenets, aims and implementation approaches of social CRM. Arguments are summarised by developing a process-based framework for implementing social CRM.FindingsBy adopting a value co-creation approach that recognises the technology-fostered customer empowerment, the social CRM highlights the need to immigrate from relationship management to relationship stewardship. In this vein, social CRM implementation should support and foster dialogue facilitation and customer engagement in co-creating customer experiences. To achieve these, five approaches for implementing social CRM are proposed: collecting, analysing and interpreting customer insight; monitoring and improving the performance of CRM; developing holistic and seamless personalised customer experiences; gamifying CRM and loyalty programmes; and nurturing community relationship management.Research limitations/implicationsThe five approaches to social CRM implementation are identified and validated based on current industry practices, theoretical arguments and anecdotal evidence of professionals’ perceptions about their outcomes. Future research is required to collect hard evidence showing the business and customer impacts of these approaches.Practical implicationsSocial CRM immigrates relationship management from a transactional to a customer experience mindset that treats customers as co-creators of value and demands the tourism and hospitality firms to exploit the affordances of information and communication technologies to collect and analyse customer data for better understanding the customer; develop customer touch points that do not only aim to sell but also primarily aim to enhance the customer interactions and experiences; consider and treat the customers and the customer communities as co-creators, brand ambassadors and stewards of relations; and motivate and enable customer participation into value co-creation processes for developing customer experiences and building relationships.Originality/valueResearch in social CRM is emerging, but it mainly focusses on defining its scope and identifying the functionality and adoption of social CRM technology. The paper contributes to the literature by proposing five specific approaches and a process framework for implementing social CRM. Various directions for future research are also provided.
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Mohapatra, Sanjay, and Debananda Patra. "Retaining competitive advantage in commodities." Emerald Emerging Markets Case Studies 7, no. 4 (October 20, 2017): 1–25. http://dx.doi.org/10.1108/eemcs-06-2016-0111.
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Subject area Premium customer service in the commodities market can be made a competitive advantage. The case deals with BPCL, a public limited Government organization that is successful through its strategic orientation while serving its customers. Study level/applicability This case is suitable for students who are enrolled in a Masters or an Executive Programme in Management. For a Masters programme in Management, the case can be introduced in the marketing course in sessions related to Customer Relationship Management, Marketing Strategy and Marketing in a Government organization. The case will also fit well with the audience of the Executive Programme in sessions on Marketing Management. The assignment questions provided below are designed from the perspective of teaching this case to a business student audience. Case overview The case study shows how a public sector company has taken steps to retain customers as well as increase its customer base through premium servicing. In all the fuel filling stations in India, the price is the same and is totally controlled by the Government. However, to survive in this market, different players adopted strategies to lure more customers and be profitable and productive in their operations. BPCL adopted a company owned company operated model, where they created a niche for themselves through premium service provided to retail customers. The case study deals with details of planning, recruitment and training and job rotation of staff by BPCL and shows how the same has led to increased commitment and motivation among employees. While operating in 24 × 7, 365 days mode, BPCL has been able to address customer complaints and feedback which has led to less waiting time for retail customers. There has been an increase in the number of customers and a high retention rate of existing customers. Expected learning outcomes To understand how the customer is central to an organization’s growth strategy. To appreciate the management concerns in the light of deregulation in an earlier monopoly market. To comprehend the challenges associated with maintaining competitive advantage over a long run. To appreciate the importance of employees in organizations. To understand the role of technology in achieving business goals of an organization. Supplementary materials Teaching Notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes. Subject code CSS 9: Operations and Logistics.
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MANOGHARAN, MELISSA WANE, and Soovendran Varadarajan. "The Effect of Customer Relationship Management on Customer retention in Private Higher Education Institute in Malaysia." INTERNATIONAL JOURNAL OF RESEARCH IN EDUCATION METHODOLOGY 9, no. 1 (May 10, 2018): 1441–53. http://dx.doi.org/10.24297/ijrem.v9i1.7356.
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This research is conducted in order to evaluate the purpose of studying the customer relationship practices and customer satisfaction in PHEI that offers undergraduate degrees in Malaysia. According to the results obtained, it proves that CRM practices contain more positive effect on its customer satisfaction. The sample size used was only focused on PHEI that offer undergraduate programmes in Malaysia. According to the research conducted, there are few limitations that disclose the exact relationship between CRM and Customer Satisfaction. Education industry has become one of the major growing industries in Malaysia with various numbers of competitors. Thus, this study allows policy makers of PHEI to focus and implement CRM practices that would have an increase of direct positive impact of satisfaction for their customers. The study conducted also helps to evaluate not only CRM and satisfaction but also evaluate the effect of the Gender and Age Group factors that reflects on the relationship.
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Seh Tah, Irene, and Awo Kyemenua Darko. "Investigating the Effectiveness of Branding on Customer Loyalty in Some Selected Hotels in Accra, Ghana." Global Journal of Educational Studies 4, no. 2 (December 21, 2018): 38. http://dx.doi.org/10.5296/gjes.v4i2.13576.
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The study investigated the effectiveness of branding on customer loyalty in some selected hotels in Accra. In all, 250 questionnaires were administered to the customers and 200 representing 80% were retrieved. Five selected hotels in Accra were used for the research. The study revealed that some hotels apply branding strategies in selling their products while others do not. This was attributed to the fact that managers of those hotels are unaware of the benefits of effective branding strategies. The study also revealed that services that attract customers most to a hotel include front office, food and beverage and housekeeping. From management perspective, it was realized that 40% of customers mostly patronize housekeeping services and 40% also patronize food and beverage services mostly. Finally the study found that, factors such as trust, commitment, high quality services, customer satisfaction and reward programmes influence customer loyalty in the hotel industry. Customer satisfaction appeared to be the major factor that influences customer loyalty in hotels. Hotel managers and employees should therefore maintain a friendly relationship with customers and customer’s needs should constantly be met as this could help to make customers highly satisfied.
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Engeset, Marit Gundersen, John S. Hull, and Jan Velvin. "Promoting service excellence for tourist destinations." International Journal of Culture, Tourism and Hospitality Research 10, no. 4 (October 3, 2016): 440–54. http://dx.doi.org/10.1108/ijcthr-08-2015-0097.
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Purpose This paper aims to understand the relationship between employee satisfaction and customer satisfaction and its impacts on the long-term sustainability of Hemsedal Ski Resort, Norway. Design/methodology/approach This study uses a mixed method approach. Focusing on the case of Hemsedal, Norway, the authors employ survey design to measure employee service attitudes as well as guest satisfaction and loyalty. Correlation analysis and structural equation modeling (SEM) analysis is used to investigate the relationships between the constructs. Findings Results from the four-year programme reveal that the correlation between employee service attitude and customer experience is strongest for behavioural loyalty which was found to have a direct and observable effect for the customer and that working to teach and train employees is important. Further, results showed that guest satisfaction with service not only influenced loyalty to the company that provided the service, but also loyalty to the destination where the company was situated. In explaining the relationships between levels of employee service attitude, customer satisfaction and community sustainability at Hemsedal ski resort, results showed that through partnership and cooperation, training and development have benefitted the individual companies, the destination and local community at large. Practical implications Results suggest that managers of tourism destinations should focus on employee motivation and training to improve their guests’ satisfaction and loyalty, their competitiveness and sustainability for the future. Originality/value The Service Excellence Project at Hemsedal, Norway demonstrates that mountain destinations can have a positive influence on their competitiveness and their sustainability by instituting a programme that works with employees, customers and businesses to promote a climate of service excellence.
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Attri, Rekha, and Rahul Bairagi. "Triumph Motorcycles: vrooming for increased market share in India." CASE Journal 16, no. 3 (June 2, 2020): 307–26. http://dx.doi.org/10.1108/tcj-12-2019-0122.
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Purpose The purpose of this study is to discuss the complexities and challenges involved in retailing luxury motorcycle brands in India. Research methodology This study has been developed by carrying out in-depth interviews of company officials of Triumph Motorcycles. The researchers also reached out to various distributors of luxury motorcycles in Tiers I and II cities, and through the interview process, tried to understand the problems/issues faced while selling luxury motorcycles. Case overview/synopsis There has been a marked increase in the branding and marketing of luxury products in the recent years. Although the two wheelers account for 80 per cent of the domestic demand, the luxury motorbike market in India is still in its introductory stages. This study discusses the challenges faced at Triumph Motorcycles and raises questions on what should be done to increase the market share of Triumph Motorcycles in India. Readers would get insights into the activities carried out to build customer connect and would be able to suggest marketing strategies and customer relationship programmes for luxury motorcycle brands. Complexity academic level This study can be used for the core course on marketing management or for elective courses on customer relationship management, brand management or consumer behaviour course in MBA programme.
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Berry, J. "What stops most large ‘customer relationship managers’ optimising their customer communications programmes? Part 1." Journal of Database Marketing & Customer Strategy Management 10, no. 2 (December 2002): 114–20. http://dx.doi.org/10.1057/palgrave.jdm.3240102.
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Smith, Alan D. "Registered travel programmes and its leveraging of Customer Relationship Management concepts." International Journal of Services and Standards 3, no. 4 (2007): 426. http://dx.doi.org/10.1504/ijss.2007.015226.
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Savelli, Elisabetta, Marco Cioppi, and Federica Tombari. "Web atmospherics as drivers of shopping centres’ customer loyalty." International Journal of Retail & Distribution Management 45, no. 11 (November 13, 2017): 1213–40. http://dx.doi.org/10.1108/ijrdm-07-2016-0120.
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Purpose The purpose of this paper is to analyse whether and how the website atmosphere (WA) of a shopping centre affects the behavioural loyalty of customers towards physical shopping centres. A mediating variable – individual shopper motivation – is considered in assessing this relationship. Design/methodology/approach The research hypotheses were tested using a partial least squares – path modelling approach to structural equation modelling on a sample population of 438 individuals. Findings Online atmospherics, particularly concerning the social/relational attributes of the WA, positively affect the behavioural loyalty of customers towards physical shopping centres. Moreover, recreational motivations strengthen this relationship more than functional motivations do. Research limitations/implications The sample investigated is limited with regard to diversity, age and gender. Future research can use a more representative sample to improve the findings’ relevance and generalisation. Also the development of a scale of measures for the shopping centre customers’ motivations is worthy of interest in future studies. Practical implications Recognising the importance of web atmospherics’ significant impact on customer loyalty should encourage shopping centre managers to develop effective website and online communication programmes. Originality/value Extant studies have paid little attention to the relationship between WA and customer loyalty to the physical shopping centre. This study investigates this relationship, combining the online and offline perspective into an overall research approach. Moreover, it contributes to the research on website management in the shopping centre context by providing a comprehensive analysis of WA, whereas previous studies have mainly focussed on one or a few atmospherics.
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U., Asikhia, Magaji N., Fidelis N., and Adeniranye F. "VALUE CREATION AND CUSTOMER SATISFACTION OF QUICK SERVICE RESTAURANTS IN LAGOS STATE, NIGERIA." International Journal of Advanced Studies in Business Strategies and Management 9, no. 1 (March 25, 2021): 79–95. http://dx.doi.org/10.48028/iiprds/ijasbsm.v9.i1.07.
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The Quick Service Restaurant (QSR) industry is one of the key contributors to the Nigerian economy; providing substantial revenues to government and sizable employment opportunities at the processing and retailing levels. Previous studies in Nigeria investigated customer value from the customer’s perspective but rarely has research sought to achieve both QSRs’ owners/managers and customers’ perspectives in a single study. Despite the increasing popularity of “eating out,” Quick Service Restaurants in Nigeria have shown a negative growth rate, with decline in total income, as it has become increasingly difficult to satisfy modern restaurant customers who seek unique experiences that are more than just consuming food. Hence, this study investigated the effect of value creation on customer satisfaction of Quick Service Restaurants in Lagos State, Nigeria. Cross-sectional survey research design was adopted. The population of the study was 799 owners/managers, accountants and customers of Quick Service Restaurants in Lagos State, Nigeria. A well-structured and validated questionnaire was used for data collection. Cronbach’s Alpha reliability coefficients for the constructs ranged from 0.72 to 0.92.The response rate was 75.8 percent. Data were analysed using descriptive and inferential statistics. Findings revealed that value creation dimensions had no significant effect on customer satisfaction (Adj. R2 = -0.011; F(6,296) = 0.450, p<0.05).The study concluded that value creation had no significant effect on customer satisfaction of Quick Service Restaurants in Lagos State, Nigeria. The study recommends that owners / managers of Quick Service Restaurants (QSRs) in Lagos State, Nigeria should go beyond transactional operations and develop customer relationship management programmes in order to enhance customer satisfaction.
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Chandran, AR Vijaya. "Union Management Relations in APSRTC (Andhra Pradesh State Road Transport Corporation)." Ushus - Journal of Business Management 15, no. 2 (January 1, 2016): 33–48. http://dx.doi.org/10.12725/ujbm.35.3.
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In the industrial scenario of India, both employer and employee play a vital role. In some service-oriented industries both should work together for the enhancement of customer satisfaction. As the management starts taking constructive steps for cordial relations with the unions, unions are also responding to the cordial steps the organization might take to achieve their goals faster. This is the key to a sincere and cordial atmosphere between the union and the management. When the two parties think that their relationship should move from an unproductive state to productive state, outside interference from the state government, arbitrators or negotiators becomes redundant. If this doesn’t happen, the strength of conviction can be tested and resources should be provided to reinforce those convictions. Furthermore, each party must be introspective of their way of functioning instead of blaming the other party. The consequence of this acknowledgement is that both the parties would think that they have to change for the betterment of the relationships and for the long run of the organization. Sometimes, what the parties are prepared for might be an improvement of quality of relationships through committees established for health, occupational hazards 34 safety and security. The involvement of external facilitators might sometimes highlight the shortcomings of the relationships between the union and the management. Where the parties feel that their relations are on the verge of a breakdown and that rectification might not be possible, they might focus on overall relationships. But to establish a cordial relationship might be a challenge between these two parties. The Relationship Programme by objectives adopted in North America since 1975 is a good example of this situation. Another successful model is the 7-step model for improving union–management relationship (Cohen – Rosenthal & Burton 1994). Because of the lack of resources, industrial relations might get affected. The resources can be anything from financial, human, marketing or physical resources. The effect of bad industrial relations will have a multiplier effect (effect upon sectors). It can be gauged by the fall in normal tempo, resistance to change, frustration and social cost. This study proceeds to find out the ways to increase customer satisfaction by improving Union-management relations.
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Kim, Juyoung, and Myung Suk Kim. "Analysis of automobile repeat-purchase behaviour on CRM." Industrial Management & Data Systems 114, no. 7 (August 5, 2014): 994–1006. http://dx.doi.org/10.1108/imds-01-2014-0031.
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Purpose – The purpose of this paper is to suggest a method of selecting efficient customer service programmes and of providing relevant customer information to dealers, based on the analysis of repeat-purchase behaviour data in the automobile industry. Design/methodology/approach – A recurrent event model is proposed and employed to determine which variables affect repurchasing behaviour in consumers' repurchase cycles. Unlike the conventional recurrent event model, the proposed model uses common variables for all strata, as well as stratum-specific variables. Findings – Empirical results show that age, price difference, change in vehicle type, and marketing promotion affect the likelihood of repeat purchase. VIP service centres and repair services are effective marketing tools, and dealers should pay more attention to existing customers having certain characteristics, depending on prior purchase behaviour. Practical implications – Though many customer service programmes are devised and implemented at great cost, Customer Relationship Management (CRM) data reveal that classic car-care services are the most essential. CRM can provide dealers with essential customer information that enables real purchases. Originality/value – Collecting primary data on automobile purchase behaviour and customer service usage is difficult, and therefore, customer behaviour strategy is often formulated using basic principles alone. The paper proposes a method to construct a service strategy and formulate deal guidelines based on CRM data and statistical modelling.
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Hutchinson, Karise, Lisa Victoria Donnell, Audrey Gilmore, and Andrea Reid. "Loyalty card adoption in SME retailers: the impact upon marketing management." European Journal of Marketing 49, no. 3/4 (April 13, 2015): 467–90. http://dx.doi.org/10.1108/ejm-06-2013-0321.
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Purpose – The purpose of this paper is to understand how small to medium-sized enterprise (SME) retailers adopt and implement a loyalty card programme as a marketing management decision-making tool. Design/methodology/approach – A qualitative and longitudinal case study research design is adopted. Data were collected from multiple sources, incorporating semi-structured interviews and analysis of company documents and observation within a retail SME. Findings – The findings presented focus on the loyalty card adoption process to reflect both the organisational issues and impact upon marketing management decision-making. Research limitations/implications – This research is restricted to one region within the UK, investigating loyalty card adoption within a specific industry sector. Practical implications – SME retailers operate in an industry environment whereby there is a competitive demand for loyalty card programmes. SME retailers need to carefully consider how to match the firm’s characteristics with customer relationship management (CRM) operational requirements as highlighted in this case. Originality/value – The evidence presented extends current knowledge of retail loyalty card programmes beyond the context of large organisations to encompass SMEs. The study also illustrates the value of a structured, formal CRM system to help SME retailers compete in a complex, competitive and omni-channel marketplace, adding new insights into the retail literature.
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Bhat, Suhail A., Mushtaq A. Darzi, and Shakir H. Parrey. "Antecedents of Customer Loyalty in Banking Sector: A Mediational Study." Vikalpa: The Journal for Decision Makers 43, no. 2 (June 2018): 92–105. http://dx.doi.org/10.1177/0256090918774697.
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Executive Summary The competition among the organizations is increasing continuously and there has been a rapid shift in the business process deliverance. Financial service firms are striving to improve their business processes by liaising with customers to survive and compete successfully. The literature has obstinately emphasized on the utmost importance of trust and loyalty to survive in the financial sector. This study aims to explore the role of customer knowledge management (CKM) and satisfaction as antecedents of customer trust in the retail banking sector. The causal relationships existing between CKM, satisfaction, trust, and loyalty are explored. The mediating role of customer trust in the knowledge–loyalty and satisfaction–loyalty relationships is also explored. The data has been collected randomly from 412 customers of a private bank through survey by questionnaire. The research instrument has been developed and purified through factor analysis (confirmatory factor analysis). Structural equation modelling (SEM) has been employed to examine the causal relationship and fitness of the proposed model. The findings of the study reveal that CKM and satisfaction positively impact customer trust, and customer trust has a significant impact on loyalty. Besides, trust partially mediates the effect of knowledge and satisfaction on loyalty. The findings of the study are valuable to managers and strategists in understanding customer need in order to formulate the relevant customer loyalty programmes. However, the study focused on retail banking sector and uses data from a single bank only. Future research may evaluate the generalizability of findings across other banks as well as other nationalities. The main contribution of this study is to the loyalty literature by empirically validating the identified antecedents and demonstrating their role in managing loyalty. Furthermore, the study provides some valuable insights into the relational exchanges between variables wherein some inferences are derived from results regarding trust and loyalty.
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Domínguez-Falcón, Carmen, Margarita Fernández-Monroy, Inmaculada Galván-Sánchez, and José Luis Ballesteros-Rodríguez. "Training as an internal marketing tool within the franchise system." Journal of Service Theory and Practice 31, no. 3 (February 19, 2021): 396–422. http://dx.doi.org/10.1108/jstp-07-2020-0173.
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PurposeThe purpose of this paper is to analyse the important role of training (specifically, training relevance and training transfer) in enhancing franchisor-franchisee relationship satisfaction, and its influence upon customer performance (e.g., customer satisfaction, quality service), all driven by an internal marketing (IM) culture.Design/methodology/approachAn empirical study consisting of a questionnaire was conducted on a final sample of 157 individuals who are members of the franchise system. Structural equation modelling (SEM) was used to test the research hypotheses.FindingsThe results reveal that IM culture has a direct influence on training relevance; likewise, training relevance provides a positive and significant effect on training transfer, which does directly affect franchisor-franchisee relationship satisfaction and at least also impacts indirectly on customer performance.Practical implicationsIn order to ensure the success of the franchise system and customer satisfaction, all franchise parties should take a proactive role in the configuration of the training programmes. This proactive role should be conformed based on an IM culture developed properly by the franchise to strengthen a successful long-term relationship.Originality/valueThis paper provides an innovative approach to strengthen the franchisor-franchisee relationship through training based on the IM culture. This exploratory study integrates different theoretical frameworks that, to our knowledge, have not been linked, such as IM culture and franchise literature, considering the franchisee as an internal customer who has an influence on external customer satisfaction, with training and training transfer as essential key factors.
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Smith, Alan D. "Customer relationship management: a look at incentive programmes and their usefulness in selected service firms." International Journal of Business Innovation and Research 3, no. 1 (2009): 1. http://dx.doi.org/10.1504/ijbir.2009.021652.
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Kumar Kar, Sanjay, and Subrat Sahu. "Managing natural gas business: a case of Bharat Natural Gas Company Limited." Emerald Emerging Markets Case Studies 2, no. 1 (March 9, 2012): 1–22. http://dx.doi.org/10.1108/20450621211214450.
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Subject area Marketing - value proposition and value delivery, switching cost, customer acquisition and retention, positioning, pricing, distribution and retailing, role of trust and transparency to build sustainable relationship in B2B context, and efficient service delivery. Study level/applicability Undergraduate and graduate students in marketing, business administration, strategy, retailing, B2B marketing, services marketing and general management courses. Also, it can be used for executive management/training programmes. Case overview The case focuses on an existing scenario of a natural gas business in Gujarat, India, in order to provide understanding of marketing challenges, especially in the B2B context, faced by organisations in this evolving business environment. The case examines the strategies and policies implemented by the company and their impact on the customer. The case presents reactions and responses from the concerned customers. The case illustrates the criticalness of understanding customer expectations and designing and delivering customer centric strategies to sustain market leadership in an evolving and competitive market. Expected learning outcomes The case study enables the students to understand and analyse: the current business environment; the important factors impacting natural gas business; economic analysis of energy; opportunity and challenges for doing cleaner and greener business; role of cleaner fuel to reduce carbon footprint; and carbon credit impacting top line and bottom line of a customer. The case provides students the opportunity to understand and analyse the importance of switching costs to acquire a new customer; and devising and implementing marketing strategies to expand customer base and enter into new territories. Supplementary materials Teaching notes.
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Little, Bob. "Springboard contributes to Royal Mail’s continuing success." Industrial and Commercial Training 48, no. 3 (March 7, 2016): 117–22. http://dx.doi.org/10.1108/ict-10-2015-0070.
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Purpose – The purpose of this paper is to set out the results – so far – of using the Springboard women’s development programme within Royal Mail. Design/methodology/approach – This paper comprises a case study on the application of the Springboard women’s development programme throughout Royal Mail. It covers gender, diversity and inclusion issues within the company. Findings – The Springboard programme helps women be more realistic in their self-assessment; have more self-confidence; take more initiative; set and achieve clearer goals; have increased personal motivation; accept more responsibility for their own development; have a more mature and positive attitude; communicate more assertively and effectively; add more value to their work; improve customer relations; present a positive image, and improve their assertiveness skills. Research limitations/implications – It is possible to achieve ambitious objectives in terms of gender, diversity and inclusiveness at work through the use of a development programme such as Springboard. Practical/implications – With help from programmes such as Springboard, women can become more open, and receptive, to change; raise their confidence and self-esteem levels; take on more responsibility; make more effective use of resources, and improve their problem-solving abilities. The programme is also proving able to help them compete more effectively for promotion at work; take on and be successful in management roles. This helps them achieve their career goals, raise their aspirations and generally develop their careers. Social/implications – Women are being helped to compete effectively with men in the workplace as well as developing an understanding of how to be successful in their personal lives (in terms of sorting out difficult relationships, improving fitness and gaining a better study/life balance). Originality/value – The Springboard women’s development programme is helping to change the working culture built up over some 400 years at Royal Mail.
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Andersen, Poul Houman, and Anne Ellerup Nielsen. "Making friends with your Money? - A semiotic analysis of relationship communication strategies in the financial sector." HERMES - Journal of Language and Communication in Business 14, no. 27 (February 27, 2017): 31. http://dx.doi.org/10.7146/hjlcb.v14i27.25648.
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Hand in hand with the increased competition in the financial sector, relationship marketing has become an important part of general bank marketing. Relationship marketing is concerned with the initiation and management of long-term customer relationships through the development of loyalty programmes. However, so far little focus has been on the communication of the marketing brand, with respect to the bank's communicative starting point for pursueing such strategies. This paper addresses the communicative platform of banks as pursuers of relationship marketing strategies. Using a semiotic mapping approach, we analyse the brand positions of two Danish banks in terms of brand values and marketing communication strategies. We conclude the paper by pointing to research and policy implications for academia and management.
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Rucha, Kingsford M., and Amina Nassor Abdallah. "Effect of Supplier Relationship Management on Humanitarian Supply Chain Performance at the World Food Programme in Somalia." European Scientific Journal, ESJ 13, no. 16 (June 30, 2017): 250. http://dx.doi.org/10.19044/esj.2017.v13n16p250.
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The study sought to unfold the relationship between Supplier Relationship Management on supply chain in humanitarian organizations which is often difficult because of the multi-groups involved (military, government, Non-governmental Organizations). In humanitarian organizations the “customer” is the donor or supplier of goods. The study was conducted at the World Food Programme (WFP) which started operating in Somalia in 1967 and focusing on rural agricultural development and school feeding projects. At the onset of WFP operations, the conflict escalated and the humanitarian needs expanded as well. Today the WFP Somalia goal is to address basic food needs, strengthen coping mechanisms and support the efforts to achieve food security of vulnerable Somalis. The organization has its regional office in charge of operations and supply chain in Nairobi as well as the Somalia liaison office. There are rare studies focusing on supply chain relationship among humanitarian organizations particularly on the challenges of getting supplies on time due financial and other supply chain constraints. This is the gap this study sought to address. In order to achieve the objectives, the population of the study was the WFP employees (senior and the supply chain staff) in both the regional and the liaison office and the WFP food suppliers based in Nairobi. The sample comprised of 87 WFP employees and 7 personnel from the WFP food supplier family. Data was collected from 63 respondents who filled and returned the questionnaires representing a response rate rate of 72%. Multiple regression analysis was used to analyse the data collected in order to meet the objectives of the study. The results revealed that WFP continuously trains employees from the supply chain department and has mechanisms for ensuring suppliers conform to quality standards. It was also found that ICT is used in the execution and management of purchase orders. On WFP humanitarian supply chain performance, results indicated that WFP Somalia delivers defect free food supplies to beneficiaries by working closely with the internal staff and the logistics operators. The study recommends that WFP’s management should begin rewarding suppliers who share information for effective supply chain management. The organization should not only have multiple supply tiers but should also be well vast with each tiers risk profile to enable the organization mitigate any unforeseen events that may affect delivery of supplies especially during emergencies.
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Cooney, Eva, David O'Riordan, and Jennifer McSharry. "Pharmacists’ perceived role in supporting diabetes education and self-management in Ireland: a qualitative study." HRB Open Research 4 (February 18, 2021): 20. http://dx.doi.org/10.12688/hrbopenres.13192.1.
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Background: Support for people with diabetes is necessary for optimal self-management. Structured diabetes education programmes fulfil this need, but attendance rates are consistently low. The role of pharmacists has expanded but the profession remains underutilised in chronic disease management. The objective of this study is to explore pharmacists’ perceived role in the support of diabetes education and self-management behaviours. Methods: A qualitative study using semi-structured interviews of community pharmacists in Ireland was conducted. Interviews were audio-recorded, transcribed verbatim and analysed using inductive thematic analysis. Results: Ten pharmacists were interviewed. The four themes identified illustrate the juxtaposition of pharmacists’ potential in diabetes care with the realities of current pharmaceutical practice. One theme outlined the relationship between the person with diabetes and the pharmacist, ‘Patient or customer: the nature of the pharmacist relationship’. Two themes described the pharmacists’ role in supporting diabetes education and self-management, ‘Beyond medication: pharmacists’ current and potential role in diabetes management’ and ‘Need for diabetes education’. The final theme highlighted the barriers to a more engaged role in patient care, ‘Barriers: “all the stuff that gets in the way”’. Conclusion: The relationship between pharmacists and people with diabetes could facilitate pharmacists in supporting diabetes self-management. However, variability across pharmacists’ level of involvement and consistent resource barriers were noted. Pharmacists were poorly informed about structured diabetes education programmes. Further research is needed to explore this variability but there may be potential to enhance the pharmacist role in promoting attendance at structured diabetes education programmes.
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Sharma, Anuj, A. K. Dey, and Prerna Karwa. "Buyer-seller relationship – challenge in export marketing for The Handicrafts and Handlooms Export Corporation (HHEC)." Emerald Emerging Markets Case Studies 2, no. 1 (March 9, 2012): 1–11. http://dx.doi.org/10.1108/20450621211214469.
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Subject area International marketing/export marketing. Study level/applicability This case is appropriate for discussion in courses such as international marketing and export marketing of post graduate studies in management. The case can also be used for management development programmes concerning practising managers. Case overview The case is based on export marketing strategy with special focus on developing strong buyer (customer) relationships and the associated challenges of a trading company, The Handicrafts and Handlooms Exports Corporation of India Ltd (HHEC). The corporation primarily engages in export of handlooms and handicraft products from India. Since 2005-06 the corporation has been incurring losses and it was only in 2010-11 that the corporation has registered a positive net profit. Expected learning outcomes To understand the appropriate strategies for buyer retention; to understand appropriate promotion strategies of non-essential items like handicraft, handloom and carpets; and to help students in making decisions for export marketing like understanding product characteristic, development of samples, procurement of products, vendor management, and pricing decisions. Supplementary materials Teaching notes.
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Bapat, Dhananjay. "Customer acquisition at Abhyudaya Co-operative Bank Ltd." Emerald Emerging Markets Case Studies 4, no. 4 (October 8, 2014): 1–14. http://dx.doi.org/10.1108/eemcs-07-2013-0140.
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Subject area Marketing, Banking. Study level/applicability Post Graduate Programme, MBA, BBA. Case overview On 27 June 2011, Abhyudaya Bank, a leading urban cooperative bank, opened its 101 new branch at Diva, which is on the outskirts of Mumbai city in India. Diva area is populated but has less number of bank branches. The bank planned to surpass its earlier record of customer acquisition in branches which were newly opened at Marve Link Road and Jogeshwari in Mumbai. According to Mr Morye, Managing Director, Abhyudaya Bank, “With the expanding horizons, continuous developments and competition, the bank proposes to become full-fledged financial service provider, fulfilling requirements of customers and other stakeholders by providing all allied services, as permitted by the regulatory authorities. The Bank has adopted advanced technology for providing faster and convenient services to clients. These major long term proposals will enable the bank to increase its market share and better fulfillment of expectations of all the stakeholders.” The case introduces the structure of urban cooperative banks of which Abhyudaya Cooperative Bank is a part. The case provides the key highlights of the bank and discusses the catalyst role of planning and marketing department for branches to achieve its target and how the bank implemented unique and differentiated strategy involving employees of the banks. Employees form an important asset for banks, and banks need to utilize their potential in creating long-term and sustainable relationships with customers. The case examines how the branch can benefit from detail area-wise planning capturing the potential. Branch area planning is a unique exercise covering the branch potential analysis and a new branch manager must utilize it for acquiring higher number of customers. Regardless of the branching, a bank seeking to expand its branch operations faces a number of important decisions. As the area develops, a bank branch decides to take up appropriate strategy with an objective to move its base of operations to attract new customers in a new area and thereafter maintain its existing ones. Expected learning outcomes The case is suitable for students pursuing a post-graduate course in bank marketing, banking postgraduate and MBA course in strategic management and marketing management. The case presents an opportunity to assess the strategy adopted by the bank for new branch launch and evolving role by a marketing function in a bank. Supplementary materials Teaching Notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.
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Otii, Leonard Omondi, Kenneth Lawrence, and Humphrey Omondi. "Technological innovation promoters, service quality practices and performance of SACCOs in Kenya." International Journal of Research in Business and Social Science (2147- 4478) 9, no. 4 (July 12, 2020): 392–403. http://dx.doi.org/10.20525/ijrbs.v9i4.785.
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The programmed co-operative enterprises’ innovation initiatives in Kenya have been below their expectations of customers. The majority (60%) of the customers are satisfied by banking and related financial services offered by co-operative enterprises in Kenya. This is below the expectations of what the customers perceive and what is realized at the point of service delivery. This study sought to provide insights into the relationship between technological innovation promoters and performance by empirically testing the direct effect of technological innovation promoters on performance and exploring the moderation effects of service quality practices. The study is anchored on the promoter theory and collective entrepreneurship concept. The study used a self-administered questionnaire to Chief Executive Officers of 158 Savings and Credit Co-operative Societies (SACCOs). Data were analyzed by employing Statistical Software for Social Sciences (SPSS) Version 22 and structural equation modeling using AMOS version 25. The hypotheses were tested using structural equation modeling and hierarchical moderated multiple regression (MMR). Overall, the study found out that, technological innovation promoters have a positive influence on the performance of SACCOs in Kenya, and service quality practices (R2 change) is 0.153. This implied that the moderating effect of service quality practices gained 15.3% variance in the SACCOs above and beyond the variance by technological innovation promoters and performance. This study concludes that an integrative model comprising of technological innovation promoters, service quality practices and performance is a sure way of enhancing collective entrepreneurship and recommends that SACCO management together with their partners should deliberately nurture a customer relationship management culture that will enable them to realize positive performance that has been influenced by service quality practices
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Singh, Alok Kumar, Jyoti Verma, and Rajeev Verma. "Understanding Role of Market-orientated IT Competence and Knowledge Sharing Mechanism in Gaining Competitive Advantage." Global Business Review 21, no. 2 (March 17, 2019): 418–35. http://dx.doi.org/10.1177/0972150918824949.
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Contemporary research on start-up firms primarily focuses on business ecosystem and assessing its contribution into the mainstream business economies. Research featuring investments in information technology (IT) and market-oriented IT (MOIT) competence to facilitate the flow of firm innovativeness (FI) across multisectoral start-ups is yet to be identified. Further, the role of innovation orientation (IO)-enabled firm innovativeness (FI) on sustainable competitive advantage (SCA) needs further exploration in the light of customer orientation (CO) of the enterprise. It is partially because the underlying mechanism remains largely unexplored in the context of rippling start-ups. In the current research, we conceptualized and tested a model that examines the role of MOIT competence and knowledge sharing mechanism (KSM) on FI and SCA, in the light of Resource Advantage (R-A) theory and SD logic (SDL) framework. This model also proposes and establishes IO as an important enabler for firm’s competitive advantage. Using a sample of 267 start-up ventures registered under Start-up India Programme (DIPP, Ministry of Commerce and Industry, Government of India), we tested above-mentioned relationship using SPSS AMOS 22. Results show that MOIT competence is an important enabler for FI and in turn SCA of the firm. CO strongly moderates the role of IO on firm’s competitive advantage.
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Dang, Van Thac, Ninh Nguyen, and Jianming Wang. "Consumers' perceptions and responses towards online retailers' CSR." International Journal of Retail & Distribution Management 48, no. 12 (July 11, 2020): 1277–99. http://dx.doi.org/10.1108/ijrdm-10-2019-0339.
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PurposeAnchored on social trust theory, social identity theory and signalling theory, this study investigates the process of how consumers respond to online retailers' corporate social responsibility (CSR).Design/methodology/approachFollowing the hypo-deductive research design, a unique model was developed to link online retailers' CSR with consumer purchase intention through brand identification and word of mouth (WOM). This model was subsequently tested and validated by conducting an online survey to 239 customers of a major online retailer in China, that is, JD.com.FindingsAnalysis using structural equation modelling demonstrates that online retailers' CSR is positively associated with consumer purchase intention, and brand identification positively mediates such an association. In addition, WOM exhibits a mediating effect on the relationship between perceived online retailers' CSR and consumer purchase intention and between brand identification and consumer purchase intention.Practical implicationsOnline retailers must endeavour to employ CSR as a strategy to enhance consumer purchase intention and behaviour. Moreover, they should develop communication programmes that highlight their engagement in CSR activities to improve their brand image and facilitate consumers' positive WOM.Originality/valueTo the best of the researchers' knowledge, this study is the first to examine the mediating roles of brand identification and WOM in the relationship between online retailers' CSR and customer purchase intention. Furthermore, this study extends current knowledge about online retailers' CSR and its potential impact in emerging economies by focussing on the context of China.
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Izogo, Ernest Emeka, Ike-Elechi Ogba, and Kenneth Chukwuma Nwekpa. "Correlates of the determinants of relationship marketing in the retail sector: the Nigerian case." African Journal of Economic and Management Studies 7, no. 1 (March 14, 2016): 30–53. http://dx.doi.org/10.1108/ajems-04-2014-0023.
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Purpose – The purpose of this paper is to explore the linkages between the determinants of relationship marketing and the behavioural component of these determinants within a non-Western retail stores setting. Design/methodology/approach – A quantitative approach was employed, using 19-item, seven-point Likert scaled questionnaire administered to 350 participants with 67 per cent usable response rate. Data was analysed using exploratory factor analysis, Cronbach’s α internal consistency; correlation analysis and One-Way Analysis of Variance test. Findings – Trust-Quality services emerged as the most outstanding determinant of relationship marketing within the retail stores context followed by relational orientation, commitment and proximity. Quality services were found to have the most significant positive impact on trust whereas trust was found to have a strong positive impact on commitment. Relational orientation was found to have a strong positive impact on trust, commitment and quality services but proximity was found to be a docile factor determining commitment and relational orientation. Finally, consumers were identified as being more relationally oriented than retailers and all categories of consumers can be served with same blend of relationship marketing strategies. Research limitations/implications – Since findings could not be generalized across other sectors and regions, guides for testing the proposed research model are put forward. Practical implications – Relationship marketing implementation within the context of retail stores will be more successful if based on delivery of quality services. Consumers are also more likely to patronize closer than distant retail stores. As such, even if retail firms build strong trust, commitment and relational orientation with customers through quality services, consumers will still patronize stores that are closer to them more than stores in distant locations. Siting retail stores in locations with the largest pool of customers’ is therefore central to enhancing retail stores performance. All categories of customers could be served with same stream of relationship marketing strategies because designing different schemes of relationship marketing programmes for different customer categories were found to be counter-productive. Originality/value – This paper identified 16 attributes that are important to consumers under four dimensions: Trust-Quality services, relational orientation, commitment and proximity within the retail stores context. The findings are acknowledged to be unique because they emerged from a largely under-researched collectivistic emerging market where relationship marketing formation is key.
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Bachiller, Patricia, and Javier Garcia-Lacalle. "Corporate governance in Spanish savings banks and its relationship with financial and social performance." Management Decision 56, no. 4 (April 9, 2018): 828–48. http://dx.doi.org/10.1108/md-01-2017-0079.
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Purpose The purpose of this paper is to present empirical evidence about relationships between the corporate governance (CG) mechanisms of the Spanish savings banks, their financial and social performance and their profitability prior to their collapse. Design/methodology/approach The authors use a structural equation model (SEM), taking the return on assets as the dependent variable, and CG, corporate social responsibility and efficiency as explanatory constructs. SEM methodology provides interesting features that allows a better definition of some organisational characteristics. Findings Results indicate that CG characteristics, including the politicisation of governance bodies, did not affect the financial performance. The size of the board of directors had a significant influence on social responsibility. In addition, results suggest that the whole board focused on social issues, whereas non-executive members were less concerned about economic issues. Greater money allocation to social welfare programmes resulted in higher profitability, which can be explained by competitive advantages, reputation and customer satisfaction. Social implications Nowadays, some political parties demand either for the creation of a public banking sector or banks with social goals. This paper provides interesting insights into the debate. Originality/value The influence of personal attributes of board members on performance needs to be analysed in greater depth in the non-profit sector. The SEM methodology allows us to include some board attributes and performance dimensions in a better way than with other methodologies.
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Manatos, Maria J., Maria J. Rosa, and Cláudia S. Sarrico. "Quality management in universities: towards an integrated approach?" International Journal of Quality & Reliability Management 35, no. 1 (January 2, 2018): 126–44. http://dx.doi.org/10.1108/ijqrm-04-2016-0046.
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Purpose The purpose of this paper is to empirically test the thesis that universities are developing their different quality management (QM) systems comprehensively and integrating them in their broader management and governance systems, covering different processes, organisational levels and the principles of QM. Design/methodology/approach The empirical work is based on a country case study which embeds three paradigmatic university case studies. Data are obtained from institutional documents, as well as from individual and panel interviews. A content analysis using N-Vivo was undertaken. Findings Universities show signs of integrating QM in their overall management and governance framework. They develop their QM systems with a focus on teaching and learning, but they are increasingly trying to integrate their other processes. They seek to involve their different organisational levels, from the programme to the institutional level. Universities cover most QM principles, but show deficiencies regarding customer focus, mutually beneficial supplier relationships, involvement of people and process and system approach. Research limitations/implications The research shows the results of three paradigmatic cases regarding QM implementation, since these were the first to have their QM systems certified by the Agency for Assessment and Accreditation of Higher Education. In future work, it would be interesting to understand how other universities are developing their QM systems and whether implementation occurs in an integrated way. Practical implications The authors expect that the results will add to the discussion on the implementation of QM in universities, further contributing to the development of truly integrated approaches to QM in higher education. Originality/value The paper discusses the QM systems which are being developed and implemented in universities and analyses how integrated they are, as only those that are fully integrated will contribute to improve the overall quality of universities.
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Dandis, Ala' Omar, and Len Tiu Wright. "The effects of CARTER model on attitudinal loyalty in Islamic banks." International Journal of Quality and Service Sciences 12, no. 2 (April 27, 2020): 149–71. http://dx.doi.org/10.1108/ijqss-03-2019-0050.
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Purpose The purpose of this paper is to investigate how the CARTER model impact on attitudinal loyalty in Islamic banks. Design/methodology/approach The paper presents primary data collected by self-administered questionnaires involving a sample of 655 respondents from all local Islamic banks in Jordan. SPSS was used to analyse the data and AMOS was used to analyse confirmatory factor analysis. Findings In terms of the dimensions of CARTER model, the results show that empathy, assurance and compliance are the most influential factors leading to attitudinal loyalty. Insignificant relationship between tangibles and attitudinal loyalty was found. The findings also show that customer satisfaction plays as a mediating variable between dimensions of service quality and attitudinal loyalty. Practical implications Islamic banks should focus on continuous improvement of service quality because of the direct effect on attitudinal loyalty. Managers should pay special attention to the quality provided by their employees and develop their skill set through training and education programmes using Islamic knowledge. They should make sure that all activities are carried out in the right manner the first time and every time to enhance customer loyalty at all times. They also are recommended to comply with the Shariah board alliances and collaboration and other decisions of the Islamic Fiqh Academy. Originality/value As the first study of its kind in Jordan, the paper’s contribution stems from filling the research gap in examining the effects of the various service quality dimensions on the impact of attitudinal loyalty in Islamic banks using the CARTER model.
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Rondeau, Kent V., and Terry H. Wagar. "Impact of Human Resource Management Practices on Nursing Home Performance." Health Services Management Research 14, no. 3 (August 2001): 192–202. http://dx.doi.org/10.1177/095148480101400306.
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Management scholars and practitioners alike have become increasingly interested in learning more about the ability of certain ‘progressive’ or ‘high-performance’ human resource management (HRM) practices to enhance organizational effectiveness. There is growing evidence to suggest that the contribution of various HRM practices to impact firm performance may be synergistic in effect yet contingent on a number of contextual factors, including workplace climate. A contingency theory perspective suggests that in order to be effective, HMR policies and practices must be consistent with other aspects of the organization, including its environment. This paper reports on empirical findings from research that examines the relationship between HRM practices, workplace climate and perceptions of organizational performance, in a large sample of Canadian nursing homes. Data from 283 nursing homes were collected by means of a mail survey that included questions on HRM practices, programmes, and policies, on human resource aspects of workplace climate, as well as a variety of indicators that include employee, customer/resident and facility measures of organizational performance. Results derived from ordered probit analysis suggest that nursing homes in our sample which had implemented more ‘progressive’ HRM practices and which reported a workplace climate that strongly values employee participation, empowerment and accountability tended to be perceived to generally perform better on a number of valued organizational outcomes. Nursing homes in our sample that performed best overall were found to be more likely to not only have implemented more of these HRM practices, but also to report having a workplace climate that reflects the seminal value that it places on its human resources. This finding is consistent with the conclusion that simply introducing HRM practices or programmes, in the absence of an appropriately supportive workplace climate, will be insufficient to attain optimal organizational performance.
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Rondeau, Kent V., and Terry H. Wager. "Impact of human resource management practices on nursing home performance." Health Services Management Research 14, no. 3 (August 1, 2001): 192–202. http://dx.doi.org/10.1258/0951484011912690.
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Management scholars and practitioners alike have become increasingly interested in learning more about the ability of certain 'progressive' or 'high-performance' human resource management (HRM) practices to enhance organizational effectiveness. There is growing evidence to suggest that the contribution of various HRM practices to impact firm performance may be synergistic in effect yet contingent on a number of contextual factors, including workplace climate. A contingency theory perspective suggests that in order to be effective, HMR policies and practices must be consistent with other aspects of the organization, including its environment. This paper reports on empirical findings from research that examines the relationship between HRM practices, workplace climate and perceptions of organizational performance, in a large sample of Canadian nursing homes. Data from 283 nursing homes were collected by means of a mail survey that included questions on HRM practices, programmes, and policies, on human resource aspects of workplace climate, as well as a variety of indicators that include employee, customer/resident and facility measures of organizational performance. Results derived from ordered probit analysis suggest that nursing homes in our sample which had implemented more 'progressive' HRM practices and which reported a workplace climate that strongly values employee participation, empowerment and accountability tended to be perceived to generally perform better on a number of valued organizational outcomes. Nursing homes in our sample that performed best overall were found to be more likely to not only have implemented more of these HRM practices, but also to report having a workplace climate that reflects the seminal value that it places on its human resources. This finding is consistent with the conclusion that simply introducing HRM practices or programmes, in the absence of an appropriately supportive workplace climate, will be insufficient to attain optimal organizational performance.
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Kamalova, G. B., N. A. Vodolazkina, and K. I. Aklbekov. "INFORMATION CRM SYSTEMS IN ORGANIZATIONAL AND MANAGEMENT ACTIVITIES OF TECHNICIANS-PROGRAMMERS." BULLETIN Series of Physics & Mathematical Sciences 71, no. 3 (September 30, 2020): 220–24. http://dx.doi.org/10.51889/2020-3.1728-7901.33.
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Allocation of organizational and managerial activity as an independent type in the structure of the professional activity of a technician-programmer, including the implementation of such organizational and managerial functions as planning and teamwork, making and implementing managerial decisions, establishing and maintaining internal and external communications, evaluating and developing professional and career advancement, project management, will allow him to effectively organize activities, both his own and the division of the organization entrusted to him. One of the main organizational and managerial functions is the functions of customer relationship management. These tasks are implemented in CRM systems. To automate the organizational and management activities of specialists of various levels, including technicians-programmers, today, in the context of the rapid development of technology and technology, large-scale digitalization, it is advisable to use such information systems. Possessing high technical and functional capabilities, they allow to accumulate and quickly process huge volumes of various information, to make decisions based on this information adequately and quickly. However, ready-made CRM systems are mostly paid and overloaded with unnecessary functionality, since they are only one of the components of a giant corporate system. Practice shows that small companies are limited to the minimum required set of functions implemented in such CRM systems, so it is often easier to develop their own CRM systems for their processes. In this article the requirements for such systems of automation of organizational and management activities of technicians-programmers and its functional structure are describes.
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Howard, Mickey. "Collaboration and the ‘3DayCar’: A Study of Automotive ICT Adoption." Journal of Information Technology 20, no. 4 (December 2005): 245–58. http://dx.doi.org/10.1057/palgrave.jit.2000050.
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The 3DayCar programme reveals the principle source of delay during the order fulfilment process in the automotive industry as information processing not manufacturing. This suggests that information and communication technologies (ICT) are crucial in re-shaping industry structure towards customer responsiveness and building to order. This paper reports on the findings of a longitudinal study during a critical period for the industry where firms adopting web-enabled ICT seek to increase inter-organizational collaboration and gain competitive advantage over other supply chains. In all, 75 interviews across 28 firms examine the adoption of business-to-business (B2B) e-procurement and supply systems by vehicle manufacturers (VMs) and suppliers. Forms of organization are represented as a map of industry structure showing supply relationships and firm affiliation to B2B applications. VMs have tended to adopt a short-term price-driven approach using e-hubs and webEDI (electronic data interchange) in their attempts to control cost. Suppliers are concerned over an apparent disregard for firm autonomy, particularly those who have launched ICT projects of their own. Recommendations for the future are considered in light of what such large-scale efforts imply for design, deployment, and uses of ICT in industry settings.
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Brigg, Morgan, Paul Memmott, Philip Venables, and Berry Zondag. "Gununa peacemaking." Social & Legal Studies 27, no. 3 (July 19, 2017): 345–66. http://dx.doi.org/10.1177/0964663917719955.
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Informal conflict management implicitly claims to value cultural difference and to be able to mediate relations between cultural minorities and states. This article considers this claim in challenging circumstances borne of settler-colonialism by examining the cultural politics of the establishment of a conflict resolution programme in an Australian Aboriginal community. In addition to settler-colonial maligning of Aboriginal capacities to manage conflict, the Gununa community has in recent decades faced the severe attenuation of customary processes and escalating uncontrolled violence. Nonetheless, the Mornington Island Restorative Justice Project involved a spontaneous appropriation of mediation as a customary initiative and an accompanying implicit negotiation between the customary sociolegal order of Mornington Islanders and that of the liberal settler-state. Analysis of these circumstances and relations leads us to argue that informalism can support cultural difference and mediate relations with the state, although it cannot be relied upon to transform the accompanying asymmetric relationship. Nonetheless, informalism may sustain and contribute to the possibilities for transformative change by improving delivery of justice services and through recognition of Indigenous capacities and approaches to sociopolitical order.
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Tatham, Peter, Yong Wu, Gyöngyi Kovács, and Tim Butcher. "Supply chain management skills to sense and seize opportunities." International Journal of Logistics Management 28, no. 2 (May 8, 2017): 266–89. http://dx.doi.org/10.1108/ijlm-04-2014-0066.
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Purpose The purpose of this paper is to investigate the supply chain management (SCM) skills that support the sensing and seizing of opportunities in a changing business environment. Design/methodology/approach Based on the previous literature on the T-shaped model of SCM skills, data were collected through a mail survey among Australian business executives. The resultant skill sets are grouped along factors that support the sensing vs seizing of opportunities. Findings Interestingly from an SCM perspective, functional logistics-related skills are important to maintain competitiveness but are not the ones contributing to a firm’s ability to sense opportunities and threats, and to seize opportunities in a changing business environment. The authors, therefore, support the notion that supply chain managers should be managers first. Factual SCM knowledge is the solid basis, but otherwise only an entry requirement in this field. Research limitations/implications Problem-solving skills, along with forecasting and customer/supplier relationship management, stand out as important components that support the ability of supply chain managers to sense and shape opportunities and threats in a turbulent business environment. This focus would tend to suggest the importance of supply chain integration and collaboration as management approaches. Other SCM skills from warehousing and inventory management to transportation and purchasing are more prevalent for maintaining competitiveness. Practical implications The results of the survey and the consequential analysis indicate that the content of tertiary-level educational programmes should be significantly reviewed to deliver two distinct (but partially overlapping) streams that focus on the generalist and functionalist managers who must work together in the management of the increasingly global and complex supply chains. Social implications Functional skills often form the basis of training and education programmes for supply chain managers. Whilst these form the solid foundation for their jobs, they are entry requirements at best. In a changing business environment, other skills are needed for success. Given that turbulence is becoming the norm rather than the exception, this finding necessitates rethinking in training and education programmes, as well as in the recruitment of supply chain managers. Originality/value Testing the T-shaped model of SCM skills from a dynamic capabilities perspective, the results of the factor analysis lead to a regrouping of skill sets in terms of sensing and seizing opportunities in a turbulent business environment.
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P.G., Saleeshya, and Binu M. "A neuro-fuzzy hybrid model for assessing leanness of manufacturing systems." International Journal of Lean Six Sigma 10, no. 1 (March 4, 2019): 473–99. http://dx.doi.org/10.1108/ijlss-05-2017-0040.
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Purpose Lean implementation is a strategic decision. The capacity of organisation to be “Lean” can be identified before lean implementation by assessing leanness of an organisation. This study aims to attempt developing a holistic leanness assessment tool for assessing organisational leanness. Design/methodology/approach A neuro-fuzzy leanness assessment model for assessing the leanness of a manufacturing system is presented. The model is validated academically and industrially by conducting a case study. Findings Neuro-fuzzy hybridisation helped assess the leanness accurately. Fuzzy logic helped to perform the leanness assessment more realistically by accounting ambiguity and vagueness in organisational functioning and decision-making processes. Neural network increased the learning capacity of assessment model and increased the accuracy of leanness index. Research limitations/implications The industrial case study in the paper shows the results in telecom equipment manufacturing industry. This may not represent entire manufacturing sector. The generic nature of the model developed in this research ensures its wide applicability. Practical implications The neuro-fuzzy hybrid model for assessing leanness helps to identify the potential of an organisation to become “Lean”. The organisational leanness index developed by the study helps to monitor the effectiveness and impact of lean implementation programmes. Originality/value The leanness assessment models available in literature lack depth and coverage of leanness parameters. The model developed in this research assesses leanness of an organisation by accounting for leanness aspects of inventory management, industrial scheduling, organisational flexibility, ergonomics, product, process, management, workforce, supplier relationship and customer relationship with the help of neuro-fuzzy hybrid modelling.
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Zhanna, Virna, Olha Lazorko, and Liudmyla Malimon. "The Mode of Trust and Experience of Stress in Customs Officers in Ukraine." Postmodern Openings 12, no. 3 (August 10, 2021): 404–25. http://dx.doi.org/10.18662/po/12.3/346.
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The article presents the author’s position of studying organizational trust in customs service and specific experience of workplace stress that influences its formation. The study sample involved 77 customs officers in the following categories of customs personnel: customs inspectors and passenger inspectors. The scientific value of this study lies in establishing the empirical referents of the relationship between organizational trust and relief of organizational stress in customs officers at different organizational levels. The article proves that the empirical referents of the interrelation of organizational trust and experience of workplace stress in the customs group 3 are at the mezzo-level of organizational trust (concern from management, supported by indicators of organizational culture in the field of communication and management) and at the micro-level (increasing organizational stress in the forms of activity and productivity, the flexibility of behaviour, acceptance of others’ values and indicators of job satisfaction due to the expressed emotional commitment of these employees to their organization). The practical value of the obtained results allows one to understand the nature and the impact of organizational stress and the level of organizational trust on the effectiveness of customs officers’ professional activities. It also makes it possible to develop a further programme of psychological support for this professional group to improve psychological safety and well-being in the workplace.
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Abdin, Md Shahnawaz. "Customer Relationship Management." Review of Professional Management- A Journal of New Delhi Institute of Management 17, no. 1 (June 30, 2019): 101. http://dx.doi.org/10.20968/rpm/2019/v17/i1/145655.
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Erlygina, E., and V. Filimonova. "Customer Relationship Management." Bulletin of Science and Practice 6, no. 2 (February 15, 2020): 212–18. http://dx.doi.org/10.33619/2414-2948/51/21.
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The modern market is characterized by changes in the relationship between companies and customers. Today, customer relationships are an orderly system process that needs to be monitored and managed. In the context of complex sales in highly competitive markets, the use of automated systems will provide organizations with increased competitiveness. Automated CRM software can become a solution for implementing a personalized marketing strategy, which will allow you to more effectively manage business processes that occur within the framework of interaction between employees and customers.
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Hippner, Hajo, Stephan Martin, and Klaus D. Wilde. "Customer Relationship Management." WiSt - Wirtschaftswissenschaftliches Studium 30, no. 8 (2001): 417–22. http://dx.doi.org/10.15358/0340-1650-2001-8-417.
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Gerecke, Ulf. "Customer Relationship Management." Controlling 13, no. 4-5 (2001): 235–42. http://dx.doi.org/10.15358/0935-0381-2001-4-5-235.
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Jeswal, Ruchika. "Customer Relationship Management." FIIB Business Review 6, no. 3 (December 1, 2017): 21. http://dx.doi.org/10.29368/fiib.6.3.2017.21-22.
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Bhat, Suhail Ahmad, and Mushtaq Ahmad Darzi. "Customer relationship management." International Journal of Bank Marketing 34, no. 3 (May 16, 2016): 388–410. http://dx.doi.org/10.1108/ijbm-11-2014-0160.
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Purpose – The purpose of this paper is to develop a comprehensive integrated model which helps in explaining the impact of Customer Relationship Management (CRM) dimensions (complaint resolution, customer knowledge, customer empowerment and customer orientation) on customer loyalty and competitive advantage of a bank. The study also explores the mediating role of customer loyalty in the relationship between CRM and competitive advantage in retail banking. Design/methodology/approach – The research is based on a theoretical model which consists of four CRM dimensions and two exogenous variables. These have been used for establishing the hypotheses to analyze relationships between the variables constituting the CRM model. The data have been collected from 278 customers of a private bank. The data were analyzed using structural equation modeling (SEM). The scale was developed and purified through factor analysis (exploratory and confirmatory factor analysis). SEM was then used to examine the causal relationships and “model fit” of the proposed model. Findings – The results provide evidence that the four CRM dimensions have a positive effect on customer loyalty and competitive advantage of the bank. Among the CRM dimensions, customer knowledge is most influential of all the dimensions. Furthermore, customer loyalty acts as the mediator in the CRM model between CRM and competitive advantage. Research limitations/implications – Since, the study involved a single bank and therefore the results should be generalized cautiously. Only four CRM variables were included in the study; additional variables can be introduced in further studies involving different contexts. Practical implications – The study highlights and supports the need for mangers to devote additional resources toward developing a better CRM system. Therefore, mangers need to think beyond the technological aspects and should focus on these four dimensions, especially customer knowledge, to enhance the loyalty and competitiveness. Originality/value – The paper investigated hitherto unexplored relationships between customer-centric CRM dimensions instrumental in providing competitive advantage to a bank through mediational analysis. Thus, it contributes to the information on the implementation of CRM practices valuable for banking sector.
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Fayerman, Michael. "Customer Relationship Management." New Directions for Institutional Research 2002, no. 113 (2002): 57–68. http://dx.doi.org/10.1002/ir.37.
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DR.K.VANITHA, DR K. VANITHA. "Customer Relationship Management on Customer Satisfaction." International Journal of Scientific Research 3, no. 4 (June 1, 2012): 1–3. http://dx.doi.org/10.15373/22778179/apr2014/240.
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Ranjan, Jayanthi. "Integrating analytical Customer Relationship Management with Customer Relationship Management in organisations." International Journal of Innovation and Learning 8, no. 4 (2010): 408. http://dx.doi.org/10.1504/ijil.2010.035750.
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Alryalat, Haroun, and Samer Al Hawari. "Towards Customer Knowledge Relationship Management: Integrating Knowledge Management and Customer Relationship Management Process." Journal of Information & Knowledge Management 07, no. 03 (September 2008): 145–57. http://dx.doi.org/10.1142/s0219649208002020.
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Due to the strong competition that exists among organisations and the rapid change in the business environment, knowledge has turned out to become a key source for organisations to enhance the competitive advantage. Integrating Knowledge Management (KM) and Customer Relationship Management (CRM) process is a new research area, therefore, scientific research and literature around it remain limited. In addition, the impact of KM process on customer acquisition, retention, and expansion to improve customer satisfaction remains under study and report. The aim of this paper is to present a conceptual framework of KM integrated with CRM called Customer Knowledge Relationship Management (CKRM) Process depending on analysis of various models presented in KM and CRM. The main highlighting is laid upon the concepts of the concept of customer knowledge (knowledge about customer, knowledge for customer, knowledge from customer). Therefore, this paper contributes to the development of KM process (Knowledge Process about Customer, Knowledge Process for Customer, and Knowledge Process from Customer). The paper investigated how the companies in Jordan developed KM process to improvement the CRM process. Based on data collected from the company, results from analysis indicated that the KM process had a positive effect on CRM process.
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N, Ms Kalpitha. "Customer Relationship Management (CRM)." International Journal for Research in Applied Science and Engineering Technology 6, no. 5 (May 31, 2018): 1583–87. http://dx.doi.org/10.22214/ijraset.2018.5256.
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