IJSM, Volume 12, Number 1, 2012

ISSN: 1555-2411
ABSTRACTS

1. PERSPECTIVES OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM): THEORY, RESULTS
OF AN EMPIRICAL STUDY FROM SWITZERLAND AND MANAGEMENT IMPLICATIONS
Florian U. Siems, RWTH Aachen University, Germany
Brian Rüeger, Zurich University of Applied Sciences, Switzerland
Frank Hannich, Zurich University of Applied Sciences, Switzerland
Sascha Kraus, University of Liechtenstein, Liechtenstein
Christian Hillbrand, University of Liechtenstein, Liechtenstein
Jürgen Karla, RWTH Aachen University, Germany
ABSTRACT
Not only the field of Marketing has intensively dealt with the topic of Customer relationship management(CRM), mostly under the category of “relationship marketing”, but also the field of Information Systems
has intensively dealt with the topic. The current academic discussion poses the question of what path
CRM has actually taken in hindsight, what the topic’s current state is in practice, where problems haveexisted, and what can be learned from them for the future. Our study delineates the different perspectivesof CRM that have contributed to the diversification of the discipline so far, discusses the different
problems that result from the different perspectives of CRM, and investigates which CRM perspectives
dominate in business, and where concrete success factors and/or reasons for CRM failure can be seenon the basis of an empirical study of 503, 547, 332 and finally 606 Managers of Swiss companies in 2007,2008, 2009, and 2010.
Ketwords: Customer Relationship Management, CRM, eCRM, Marketing and IT, Relationship Marketing

2. TECHNOLOGY ACCEPTANCE, INTERNET STRATEGY AND MARKETING EFFECTIVENESS OF
E-COMMERCE BUSINESSES IN THAILAND: MODERATING EFFECTS OF ENVIRONMENTAL
DYNAMISM
Phapruke Ussahawanitchakit, Mahasarakham Business School, Mahasarakham University, Thailand
ABSTRACTThe objective of this study is to examine the influences of technology acceptance and internet strategy onmarketing effectiveness of E-Commerce businesses in Thailand via environmental dynamism as amoderator. Here, 399 E-Commerce businesses in Thailand are the sample of the study. The results showthat technology acceptance has a significant positive effect on internet strategy, and technology
acceptance has an important positive impact on marketing effectiveness. Also, internet strategy has apotential positive influence on marketing effectiveness. For the moderating effects, environmental
dynamism positively moderates the technology acceptance-internet strategy relationships, the technology
acceptance-marketing effectiveness relationships and the internet strategy-marketing effectiveness
relationships. In summary, technology acceptance is the antecedent of both internet strategy andmarketing effectiveness; internet strategy is the factor of driving marketing effectiveness; andenvironmental dynamism is the moderator of the relationships. Potential discussion is efficiently
implemented in the study. Theoretical and managerial contributions are explicitly provided. Conclusionand suggestions and directions for future research are also highlighted.
Keywords: E-Commerce, Technology Acceptance, Internet Strategy, Environmental Dynamism,
Marketing EffectivenessIJSM, Volume 12, Number 1, 2012

ISSN: 1555-2411

3. DETERMINISTIC JOINT REPLENISHMENT PROBLEM WITH RESTRICTION ON
TOTAL STORAGE CAPACITY
Amit Kumar Gupta, Indian Institute of Technology, Kanpur, India
R.R.K.Sharma, Indian Institute of Technology, Kanpur, India
ABSTRACT
Joint replenishment problem (JRP) deals with finding the replenishment cycle and lot size for each item in
multi-item scenario so that sum total of carrying cost and ordering cost (major and minor) is minimized.
JRP is NP-Hard and hence past research is devoted in development of heuristics that give good feasible
solutions and bounds. In real life scenario, number of different constraint comes up i.e. capacity, capital
etc. In this paper we develop an efficient Lagrangian based algorithm for the JRP with the constraint of
total storage capacity under constant and deterministic demand. We find that our approach gives better
solution compare to best known method reported in literature.
Keywords: Joint replenishment problem, Lagrangian relaxation

4. MANAGEMENT ACCOUNTING PRACTICES IN A MULTICULTURAL ENVIRONMENT:EVIDENCE FROM AUSTRIA, RUSSIA AND THE US
Ksenia Keplinger, Johannes Kepler University of Linz, Austria
Birgit Feldbauer-Durstmueller, Johannes Kepler University of Linz, Austria
Christine Mitter, Salzburg University of Applied Sciences, Austria
ABSTRACT
Modern companies operate in a constantly changing business environment and are characterized by
performing economic activities worldwide. The successful operation of foreign sales offices, plants,
branches or subsidiaries requires – amongst other management tools – the implementation of amanagement accounting system in the host country to ensure that managers receive the informationnecessary for planning, control and decision-making. It is well known and empirically investigated thatmanagement theories developed in one culture cannot be exported easily to other cultures. This is also
true for management accounting, which contributes to the achievement of the company’s objectives andthus plays an important role in managing the organization. Since people react to situations and interpret
information differently depending on the norms of their native culture, cultural distance affects
management accounting practices. Despite the growing attention to research in management accounting
in the last years, there is still a significant lack of research concerning the influence of culture on
management accounting.
Drawing on interviews with Austrian companies operating in the Russian and US markets, this paper
investigates how cultural differences influence the functions of management accounting such as
information supply, planning and control. Furthermore, the study aims to provide a better understandingof the needs and particularities of doing business in Russia and the US. Following this, recommendations
are developed for companies entering or already serving the Russian or US markets.
The results of the study further show that the overall importance of planning, the access to management
accounting information and the willingness to provide data in Russia is significantly lower than in Austria
and the US. Moreover, Russian employees are less likely to accept criticism and sanctions whencompared to their American and Austrian counterparts. Austrian employees also participate more actively
in the planning process and are inclined to develop highly detailed plans, whereas planning in the US andRussia is less detailed. In contrast to Austrian and Russian managers who tend to avoid conflict,
Americans prefer to address conflicts directly. Our study demonstrates very clearly that culturaldifferences have a significant impact on management accounting practices. This implies that companiesIJSM, Volume 12, Number 1, 2012

ISSN: 1555-2411

entering or already serving the Russian or US markets have to consider these differences in order todesign an effective management accounting system.
Keywords: Cultural Differences, Management Accounting, Information Supply, Planning, Control,
Austria, Russia, US

5. LEARNING TO LEVERAGE STRATEGIC MANAGEMENT PROCESSES
Steven Cavaleri, Central Connecticut State University, New Britain, CT, USA
Lee W. Lee, Central Connecticut State University, New Britain, CT, USA
ABSTRACT:
We attempted to develop a systems model or causal loop, which explains the strategic making process ofa company, particularly with five management variables: production and inventory, capacity, demandsales, costs and sales price. Data were collected from college student groups’ strategic decisions madeand implemented in the business competition on a computer simulation platform. Results of the data
analyses provide some support of the rather complex systems model and promise a potential of using
such simulation data to test the systems thinking. This research also provides potential evidence thevalue of taking a more dynamic approach to teaching strategic management, that still takes advantage of
conventional tools, models, and ways of thinking.

6. INTERNET STRATEGY AND MARKETING EFFECTIVENESS OF E-COMMERCE BUSINESSES IN
THAILAND: MODERATING INFLUENCES OF IT COMPETENCY AND KNOWLEDGEACQUISITION
Phapruke Ussahawanitchakit, Mahasarakham Business School, Mahasarakham University, Thailand
ABSTRACTThis study aims at investigating the impacts of internet strategy on marketing effectiveness of ECommerce businesses in Thailand through IT competency and knowledge acquisition as the moderators.
Here, 399 E-Commerce businesses in Thailand are the sample of the study. The results show thatinternet strategy has a significant positive impact on marketing effectiveness. Both IT competency andknowledge acquisition do not moderate the internet strategy-marketing effectiveness relationships.
Accordingly, they are not the moderators of the aforementioned relationships. Potential discussion isefficiently implemented in the study. Theoretical and managerial contributions are explicitly provided.
Conclusion and suggestions and directions for future research are also highlighted.
Keywords: E-Commerce, Internet Strategy, IT Competency, Knowledge Acquisition, Marketing
Effectiveness7. THE RISING COMPETITIVE POWER OF BRIC ECONOMIES:WILL SUB-SAHARAN AFRICA JOIN THE CLUB OF EMERGING MARKETS?
Richard Mpoyi, Middle Tennessee State University, Murfreesboro, TN, USA
ABSTRACT
While BRIC countries, along with several other developing markets of Asia, South America and Eastern
Europe are quickly becoming global competitive players, most Sub-Saharan African countries are still
considered as poor nations. However, the emergence of these new powers presents opportunities forIJSM, Volume 12, Number 1, 2012

ISSN: 1555-2411

Sub-Saharan economies to begin the process of economic catch-up. The purpose of this paper is to
examine whether and how Sub-Saharan countries can overcome competitive challenges they are facing
and improve the performance of their economies.
Keywords: Emerging Economies, Global Competitive Advantage, Catch-up Hypothesis, BRIC Thesis

8. PERFORMANCE EVALUATION IN EDUCATION
Chiaho Chang, Montclair State University, Montclair, New Jersey, USA
ABSTRACT
Quality education is determined by how successful students fare in their future. Regardless of the proxies
selected to measure success, there is always an element of moral hazard when it comes to performance
evaluation for teacher. That is, the presence of information asymmetry prevents a thorough evaluation.
This research adopts an agency framework to look at the issues of performance evaluation in education.
In particular, it studies the usefulness of student satisfaction survey as an input to the teachers’ personnel
decisions (tenure, promotion, merit pay, etc.) This research takes into account the incentives of various
stakeholders in education and comes up with situations where it is beneficial to incorporate the student
survey. The conclusion is not universal, and has to be decided on case-by-case basis. It is also
consistent with the notion that there is no panacea in quality improvement in education.
Keywords: Performance Evaluation, Moral Hazard, Incentives, Information Asymmetry, Student
Satisfaction Survey, Total Quality Management

9. ENHANCING BUSINESS SUCCESS THROUGH STRATEGIC INTELLECTUAL CAPITALINFORMATION REPORTING AND COMPETITIVE ADVANTAGE:AN EMPIRICAL RESEARCH OF THAI LISTED FIRMS
Kanyanat Rattanaphaphtham, Mahasarakham University, Thailand
Teerapron Leemanonwarachai, Mahasarakham University, Thailand
ABSTRACTThe potential for creating competitive advantage and long term corporate value now lie more importantlyin effective management of intangibles or intellectual capital than tangible assets. Intellectual capital isvery important value creations and wealth of business in era of globalization. The few systematic
empirical researches has focused on applying the concept of strategic intellectual capital information
reporting as a valuable, non-substitutable, and inimitable strategic resources and capabilities of the firmsthat will increase competitive advantage and determine a firm’s long-term success. The purpose of thisresearch is to investigate the influence of strategic intellectual capital information reporting on competitive
advantage and business success. Data was collected from Thai listed firms. The results indicate thatstrategic intellectual capital information reporting is significantly and positively related to information
relevance, stakeholder acceptance, sustainable reputation and business success. Moreover, information
relevance and sustainable reputation are significantly and positively related to business success.
However, stakeholder acceptance does not significantly and positively relate to business success.
Contribution, suggestions for future research direction and conclusions are described.
Keywords: Strategic Intellectual Capital Information Reporting, Information Relevance, Stakeholder
Acceptance, Sustainable Reputation, and Business Success.

IJSM, Volume 12, Number 1, 2012

ISSN: 1555-2411

10. AUDIT ENVIRONMENT CHANGES, AUDIT KNOWLEDGE, AND AUDIT EFFICIENCY:
AN EMPIRICAL RESEARCH OF CPAS IN THAILAND
Kanyamon Wittayapoom, Mahasarakham Business School, Mahasarakham University, Thailand
Sumalee Limsuwan, Mahasarakham Business School, Mahasarakham University, Thailand
ABSTRACTThis paper aims to examine the relationships between audit environment changes and audit efficiency,
audit environment change and audit knowledge, and the latter were considered as potential auditor
needed for success affecting between audit environment changes and audit efficiency; and between audit
knowledge and audit efficiency respectively. One hundred and fifty seven questionnaires were completed
via questionnaire by independent auditors (Certified Public Accountant: CPAs) in Thailand mail survey.
The statistics used for data analysis were Ordinary Least Square (OLS) regression. The results showed
all relationships were significantly positively between 1) audit environment changes and audit efficiency;2) audit environment changes and audit knowledge; and 3) audit knowledge and audit efficiency. This
research, on the other hand, also found auditor needed for success significantly moderates between audit
environment changes and audit knowledge but no significantly moderate between audit knowledge andaudit efficiency relationships effectively. However, all hypotheses are supported a potential discussion iseffectively implemented in the research. Further implications of theoretical and managerial contribution
are explicitly provided. Conclusion, limitations, and suggestions for future research are also highlighted.
Keywords: Audit Environment Changes, Audit Knowledge, Auditor Needed for Success, Audit Efficiency

11. FORENSIC DISCIPLINES FOR OBJECTIVE GLOBAL STRATEGIC ANALYSIS
Dale H. Shao, Marshall University, Huntington, WV, USA
Lawrence P. Shao, Marshall University, Huntington, WV, USA
Ralph E. McKinney, Jr., Aston University, Birmingham, United Kingdom
ABSTRACT:The global nature of investing requires a thorough analysis of the firm to determine the strategic viabilityof the firm for investment purposes. In addition, businesses are being held more accountable for thestatements they make and the actions they take concerning their business. Several forensic disciplines
have recently emerged that may supply subjective and objective data that can assist investors in making
their final investment decisions and determining if ongoing businesses are truly doing what is in the bestinterest of their shareholders. Another factor influencing the increase forensic analyses of national andmultinational corporations is the increase in criminal activity within these corporations. Laws haverecently been passed to better protect the individual and corporate investor, but other precautions suchas a more thorough pre-investment analysis may be necessary. In the past, forensic methodologies havebeen used to reveal criminal activities after they have occurred. These same methods may be able toprovide investment firms with knowledge regarding possible criminal activities before they occur and, justas importantly, before the individual or firm invests in the questionable organization. Because of therelative newness of forensic methodologies in business, it would be valuable to have a model that
illustrates the tools used in these relatively new fields of study. This paper will discuss the emerging
fields of forensic accounting, forensic economics, forensic finance, forensic marketing, forensic
psychology, and other concepts, and their relationships in analyzing business cases.
Keywords:
Global business, Forensic Analysis, Forensic Accounting, Forensic Finance, Forensic
Economics, Forensic Marketing, Forensic Psychology, Business Case Analysis

IJSM, Volume 12, Number 1, 2012

ISSN: 1555-2411

12. DATA SECURITY CONCERN IN PUBLIC CLOUD COMPUTING
Muhammed A. Badamas, Morgan State University, USA
ABSTRACT
Public cloud computing describes the situation whereby resources are dynamically provided over theInternet via web applications/web services from an off-site third-party provider who shares resources. It
provides immense benefits but introduces huge security and privacy risks which make someorganizations apprehensive. This paper examines the data security concerns which can derail the futureof public cloud computing. It also identifies measures that could be employed to boost the confidence ofexisting cloud users and attract potential users.
Keywords: Public, Cloud, Data, Security, Private, Hybrid, Generalized Anxiety Disorder, ServiceOriented Architectures, Platform-as-a-Service, Software-as-a-Service

13. PRODUCTION ALLOCATION EFFICIENCY OF DAIRY GOAT FARMINGIN ELGEYO-MARAKWET COUNTY IN KENYA
J.Kipserem, Department of Agricultural Economics, Moi University, Eldoret, Kenya
Timothy Sulo, Department of Agricultural Economics, Moi University, Eldoret, Kenya
M. Korir, Department of Agricultural Economics, Moi University, Eldoret, Kenya
D. Tuitoek, Department of Agricultural Economics, Moi University, Eldoret, Kenya
E. Saina, Department of Agricultural Economics,Moi University,Eldoret, Kenya
ABSTRACT
Dairy goat farmers have been focusing on goat meat production whereas, milk production andotherproducts have not gained much popularity. Dairy goat milk production is undertaken in traditional
extensive systems and less attention has been given to potential of production, marketing and processing
The main objective of this study was to analyze the production allocative efficiency of factors of
production used. The study was carried out in the county of Elgeyo-Marakwet of Kenya. A total of 100
farmers engaged in dairy goat farming formed the sample of the study using multi-stage, purposive andsimple random sampling technique. Marginal Value Product (MVP) and Marginal Factor Costs (MFC)
were used to evaluate the allocative efficiency.Results show that MVP for feeds and disease and pest
control were KShs. 8.65 and KShs. 181.54 and their corresponding input prices were KShs. 7.80 andKShs. 175.00 respectively implying sub-optimal levels. MVP for labour was KShs. 154.04 and wage rate
was KShs. 890.00 indicating over-utilization. Theseresults suggest that the resources used were notefficiently utilized. MVPXi and Pxi values for feeds and disease and pest control suggest that they were notsignificantly different. The labour used with respect to its wage rate however was significantly different. It
was recommended that there was a need to address resource use and improvement of management
practices such as feeding programs, record keeping and disease control aimed at using cheaper andefficient utilization of inputs.
Keywords: Dairy Goat milk, Production, Allocation Efficiency, Factors

IJSM, Volume 12, Number 1, 2012

ISSN: 1555-2411

14. GENERATION X & Y WORK VALUES IN PUBLIC ACCOUNTING FIRMS
Rick Tallman. University of Northern British Columbia, Prince George, BC, Canada
Judy Mason, Dean Mason & Company, Prince George, BC, Canada
ABSTRACTThis study examines Generation X and Y accountants in public accounting firms to determine which workvalues are important to them and which work values influence their satisfaction, commitment andintentions to remain. We found that quality of work life was the critical factor in the satisfaction,commitment and retention of Generation X accountants. Quality of work life was also important to thesatisfaction and retention of Generation Y accountants. However, supportive supervisor was theimportant factor in the commitment of Generation Y accountants.
Keywords: Work Values, Accountants, Generation X, Generation Y

15. ORGANIZATIONAL CRISIS PLANNING AMONG LARGER MALAYSIAN COMPANIESJohn K.S. Chong, The Richard Stockton College of New Jersey, New Jersey, USA
M. Asri Jantan, Edinboro University of Pennsylvania, Pennsylvania, USA
Rasidah Arshad, Universiti Kebangsaan Malaysia, Selangor, Malaysia
ABSTRACTIn this paper we describe and discuss the results of an exploratory empirical study on how larger
companies in Malaysia planned to deal with organizational crisis. Our research was designed to replicate
and extend two earlier studies conducted in the United States and Hong Kong, respectively. Analysis ofdata collected via a survey instrument showed that 18 out of 68 companies investigated in the study hada Crisis Management Plan (CMP). We provide a discussion of the key findings of the study, includingorganizational crisis planning rationale, CMP structure, and importance of factors that affect improvementin crisis-preparedness.
Keywords: Crisis Planning, larger Companies, Malaysia