bluuebunny/crossref_metadata_2025_split huggingface dataset:
Adoption of CRM technology in multichannel environment: a review (2006‐2010)
Authors: Awasthi Preety , Sangle Purnima S. 
Published: June 2012

PurposeThe purpose of this paper is to review state‐of‐art literature on adoption of CRM technology, including the CRM in multichannel environment and provide a comprehensive view of insights gained in this area of research through the bibliography.Design/methodology/approachAll together, nine databases were searched on the basis of four main descriptors which provided identification of 812 articles. A close review of the abstracts of these articles led to selection of 123 articles which were found relevant. Each of these articles was further reviewed and classified based on the main channel of CRM implementation. The articles were further classified in sub‐categories under each main channel theme.FindingsThe selected articles were categorized under four main themes based on the channel – CRM, multichannel CRM, eCRM, mCRM. The articles in the CRM category were mainly focused on the strategic alignment along with research on increasing customer loyalty and use of data mining in CRM. Under the multichannel CRM theme the articles were further classified under eight categories – CRM (articles focusing on overall CRM implementation on multiple channels and related issues), eCRM (articles related to CRM implementation on online channel and its impact in multichannel environment), IT, Marketing, Sales, Service, Strategy, and Mixed (articles addressing two issues simultaneously: Marketing and IT).Originality/valueThe bibliography provides a comprehensive academic literature published between 2006 and 2010 covering all the channels of CRM implementation – traditional, electronic and mobile – along with studies specifically focused on issues dealing with multichannel environment.
A business continuity management maturity model for the UAE banking sector
Authors: Randeree Kasim , Mahal Ashish , Narwani Anjli 
Published: June 2012

PurposeOrganisations utilise Business Continuity Management (BCM) to support sustained performance of electronic systems on which their core activities are based. These organisations require a tool that can be used to assess the maturity of their existing BCM processes. Through the examination of the banking sector of the United Arab Emirates, the purpose of this paper is to address the need for a BCM maturity model.Design/methodology/approachA tailored BCM maturity model was developed using a two‐stage approach; the first stage was developing a model based on the analysis of five existing models; and the second stage was validation of the developed model against the formulated objectives through the use of focus groups with ten UAE banks, comprising of three BCM experts for each bank.FindingsThe research found that the provision of a standard maturity model for BCM as a situational analysis tool for the banking sector is functional and can be the basis of a tool to address the gap in organisations in general to assess the maturity level of their BCM processes.Research limitations/implicationsThe developed model is limited to validation within a specific sector and geographically, with generic model validation being outside the scope of this research.Practical implicationsThe framework provides different areas to which maturity can be assigned, various levels across quality and scope and how an overall BCM maturity of an organisation can be determined.Originality/valueThe development of a maturity model which could be used as a BCM self analysis tool is a significant addition to the BCM knowledge base.
Process mining: from theory to practice
Authors: Turner Chris J. , Tiwari Ashutosh , Olaiya Richard , Xu Yuchun 
Published: June 2012

PurposeThe purpose of this paper is to present a comparison of a number of business process mining tools currently available in the UK market. An outline of the practice of business process mining is given, along with an analysis of the main techniques developed by academia and commercial entities. This paper also acts as a primer for the acceptance and further use of process mining in industry, suggesting future directions for this practice.Design/methodology/approachSecondary research has been completed to establish the main commercial business process mining tool vendors for the market. A literature survey has also been undertaken into the latest theoretical techniques being developed in the field of business process mining.FindingsThe authors have identified a number of existing commercially available business process mining tools and have listed their capabilities within a comparative analysis table. All commercially available business process mining tools included in this paper are capable of process comparison and at least 40 per cent of the tools claim to deal with noise in process data.Originality/valueThe contribution of this paper is to provide a state‐of‐the‐art review of a number of commercial business process mining tools available within the UK. This paper also presents a summary of the latest research being undertaken in academia in this subject area and future directions for the practice of business process mining.
Managerial implications from Indian case studies on e‐reverse auctions
Authors: Srivastava Samir K. 
Published: June 2012

PurposeThe purpose of this paper is to investigate e‐reverse auctions (eRA) implementation experiences across a diverse group of firms and sectors in the Indian context, to derive useful insights for theory and practice.Design/methodology/approachThe paper takes the form of a qualitative multiple case study following direct observation of object reality. The data analysed include written documentation, archival records, physical artifacts and unstructured interviews with key eRA personnel.FindingseRA work best in a competitive, high capacity marketplace and are the dominant strategy when the focus is on low search cost per supplier, when the percent reduction over time in the price offered by the current supplier is low and when the product is standardized. The optimum number of bidders is five to ten. Most of the findings are in line with literature but some of them differ too. These will add to academic discourse.Research limitations/implicationsThe small sample size and case method approach limits the ability to generalize the findings. The firms were selected as a convenience sample and so may not be truly cross‐sectional. Only analytical generalisation is claimed rather than any statistical generalisation.Practical implicationseRA improve effectiveness of the sourcing process and facilitate access to new suppliers. They also lead to standardization of sourcing procedures, reduced order cycle, reduced prices and generally higher service levels. This paper will help firms in India and other countries to develop policies, strategies and procedures while implementing eRA.Originality/valueThe paper is perhaps the first on eRA practices in India. The author describes the practices in detail and based on this develops a framework for eRA process and provides detailed and concise guidelines for managers.
Business process management: a missing link in business education
Authors: Seethamraju Ravi 
Published: June 2012

PurposeThe purpose of this paper is to analyse the inadequacies of current business education in the context of “process”. It presents an analysis of the background to business processes in historical perspective and posits the significance of business management for today's business education. It argues the importance of business processes and business process management (BPM) in the context of the current and emerging information technologies (IT) and business education and highlights its ability to offer a missing link between business, IT and strategy.Design/methodology/approachThe approach involves analysis and review of the literature and analysis of secondary data.FindingsEven though business processes have been the subject of formal study from multiple perspectives for a long time, since the start of industrial age, processes still are not well understood, left unmanaged and poorly executed. With business schools teaching primarily function specific and narrow and IT schools focused on narrow technical skills, learning and understanding “process view” and “integration” is left to the individual student or academic, this study observes. It posits the significance of BPM and highlights its ability to provide the missing link to business education. It reports on the strategies employed by business schools and discusses the challenges in BPM education.Research limitations/implicationsRecognising the importance of BPM by business schools and embedding the BPM concepts and tools in a unified integrated curriculum across the business school with an inter‐disciplinary focus is challenging for business schools. Further studies, investigating how practitioners perceive this gap and on the effectiveness of different strategies of teaching BPM, are important.Practical implicationsThese findings will help practitioners in understanding the gap between university education and practice and to develop appropriate training and development strategies.Originality/valueThe paper provides an analysis of the concept of “process” from an historical perspective and posits BPM as a missing link in business education that delivers “integration” and “process orientation” to business students.
Knowledge complexity, absorptive capacity and weak ties
Authors: Minguela‐Rata Beatriz , Concepción Rodríguez‐Benavides M. , López‐Sánchez José Ignacio 
Published: June 2012

PurposeThe purpose of this paper is to analyze the effect of knowledge complexity, absorptive capacity and weak ties between franchisor and franchisee on standards compliance related to quality and operative procedures.Design/methodology/approachA franchisee outlets survey was carried out to investigate the effect of knowledge, franchisee and relationships characteristics on franchise systems uniformity. A linear regression analysis was conducted on a sample of franchisees from different franchise chains and sectors of activity operating in Spain. The authors also controlled for transformation type, which represents the kind of activities carried out in the franchisee units, whether just commercial or both transformative and commercial activities.FindingsPartial support was found for the hypothesis. Knowledge complexity and absorptive capacity do not affect uniformity, although weak ties do affect it: the fewer weak ties, the greater franchise system uniformity. These results allow the authors to identify differences between outlets that carry out commercial and physical transformation activities and those in which only commercial activities are carried out. Specifically, uniformity is greater in outlets that perform both commercial and productive activities, and lower in outlets that only carry out commercial activities.Originality/valueThe paper shows that uniformity can be regarded as a source of competitive advantage in the context of franchise operations with multiple centres dispersed geographically.
A management framework for organisational networks: a case study
Authors: Taticchi Paolo , Cagnazzo Luca , Beach Roger , Barber Kevin 
Published: June 2012

PurposeThe purpose of this paper is to draw on the experiences of a real company to develop a framework of management processes for an organizational network model that has enabled a network of enterprises to develop new levels of organizational flexibility, particularly with regards to improving the network's capacity to innovate.Design/methodology/approachA longitudinal case study of an Italian enterprise network forms the basis of the analysis described in this paper.FindingsThe key operational and organizational activities of the principal agent in a novel organizational network model known as the Virtual Development Office (VDO) are identified and discussed.Research limitations/implicationsThe (VDO) concept is identified as a realistic and practical means of leveraging the competences of an enterprise network to achieve competitive advantage. However, more empirical data are required before the concepts described herein can be generalised more widely.Practical implicationsThe small to medium‐sized enterprise (SME) is a major contributor to the European economy. However, the constraints that these organizations operate under mean that they are often at a competitive disadvantage. The organizational network model outlined in this paper can assist in leveraging their capacity to innovate.Originality/valueResearch in collaborative networks has become increasingly important given the significant impact it can have on competitiveness. This paper demonstrates a framework of management processes for a novel organizational network model that facilitates collaboration amongst networks of SMEs.
Improving new product development by screening manufactured goods for potential disbenefits and negative consequences
Authors: Fox Stephen 
Published: June 2012

PurposeNew types of manufactured goods can have disbenefits and negative consequences, as well as benefits and positive consequences. However, disbenefits and negative consequences have received little consideration within manufacturing literature related to new product development (NPD). The purpose of this paper is to provide preliminary analysis, and propose improvements to NPD screening processes, which can facilitate reduction of disbenefits and negative consequences that can arise from new manufactured goods.Design/methodology/approachThe research comprised a review of the literature relating to: new product development processes; disbenefits of manufactured goods; and negative consequences arising from manufactured goods.FindingsThere is often broad consensus about the disbenefits of manufactured goods. However, some disbenefits are not stopped before they have contributed to potentially irreversible negative global consequences. This can be because there is often disagreement about, for example, the composition and extent of negative consequences.Practical implicationsNPD processes should be improved to facilitate reduction of disbenefits and negative consequences. In particular, the screening of new manufactured goods as they progress from idea to concept to development should be improved.Originality/valueThe originality of the paper is that it provides descriptions of underlying characteristics that differentiate disbenefits and negative consequences. These descriptions can enable better understanding of how negative unintended consequences arise from the introduction of new types of manufactured goods. The value of this paper is that it proposes improvements to NPD screening processes that can facilitate reduction of disbenefits and their negative consequences.
Supply chain issues in Indian manufacturing SMEs: insights from six case studies
Authors: Thakkar Jitesh , Kanda Arun , Deshmukh S.G. 
Published: June 2012

PurposeThe purpose of this paper is to report insights on supply chain issues in small‐ and medium‐scale enterprises (SMEs) based on an analysis of six case organizations.Design/methodology/approachA broad range of qualitative and quantitative data was collected during interviews and field visits in a multi‐case study research design. In total, six manufacturing SME units were investigated and analyzed.FindingsThe deliverables of the paper are two‐fold. First, the paper documents six cases uncovering supply chain and operations complexities in manufacturing SMEs. Second, based on the critical analysis of the case organizations, insights developed are reported with a set of recommendations.Practical implicationsThe field of supply chain management (SCM) is reaching a new stage. After a period dominated by enthusiasm for the newness of the idea of managing the stream of products across the whole chain, from supply through manufacturing to end‐users, it is now realized that “one size does not fit all”. SCM has been considered an effective strategy for integrating suppliers and customers with the objective of improving responsiveness and flexibility of manufacturing organizations. It seems that the supply chain issues are much explored in the context of large enterprises but less attention is paid to SMEs.Originality/valueThis paper draws an attention towards select supply chain issues in Indian manufacturing SMEs. The paper includes six cases highlighting their supply chain issues in the Indian environment. Subsequently, an analysis is reported to acquaint industry practitioners and contemporary researchers with the issues that influence managing supply chain in SME sectors. It maps SCM orientation of case organizations and summarizes the critical supply chain issues in Indian manufacturing SMEs.
Corporate social and environmental accounting information reporting practices in Swaziland
Authors: Kabir Humayun , Akinnusi David M. 
Published: June 2012

PurposeThe aim of this paper is to determine corporate social reporting practices and to examine the type and extent of such reporting in the corporate reports of manufacturing companies in Swaziland over a period of two years from 2007 to 2008. This paper also aims to examine the various areas of social practices in which companies are involved.Design/methodology/approachThe study uses questionnaires and corporate reports to gather information from 30 selected manufacturing companies. This research uses content analysis of corporate reports as a method to measure the extent and nature of corporate social reporting according to the number of words disclosed over the two‐year period.FindingsFindings show that the concept of corporate social responsibility is fairly new in Swaziland and very few companies disclose corporate social responsibility information in corporate reports. However, the study finds that there is a trend of increasing corporate social responsibility information disclosures among the companies from 2007 to 2008.Practical implicationsThe increasing trend of corporate social responsibility information disclosures indicates a positive step towards the further development of corporate social responsibility information reporting practice in Swaziland as well as other developing African countries.Originality/valueThe study makes an important contribution to the knowledge of corporate social responsibility in Swaziland. In addition, it also elaborates the perspective for a greater understanding of the social obligations that corporate entities owe to their stakeholders and society in general.
Student attitudes to socially responsible business: a case study of mine workers in Chile
Authors: Holley Debbie 
Published: June 2012

PurposeGiven the proliferation of United Kingdom (UK) media headlines around the recent financial meltdown and the subsequent allocation of blame to government, bankers, the Bank of England and the Financial Services Authority, it is clear that there is disquiet amongst the public as to how the crisis has been handled. Business schools, both in the UK and worldwide, have been accused of failing to address issues of governance in their curricula. Can the assumption be made that current curricula will have prepared students to evaluate this key concept critically? This paper seeks to address these issues.Design/methodology/approachTaking a case study approach, this work sets out to explore the attitudes of a cohort of 43 final‐year undergraduate students studying in a UK business school. It focuses on an analysis of their written work on the sourcing of copper from Chile and its procurement by the UK Royal Mint for coinage.FindingsThe findings indicate that students valued the inclusion of corporate social responsibility in its widest context, and would welcome earlier inclusion within their curricula.Originality/valueThis is a timely point in their academic studies, as the students are preparing for study at Master's level or for the job market. The coursework required research into the production process of raw material at the copper mines in Chile, as well as the ethical decision‐making process of a UK governmental agency. Although this is a small‐scale study, it does offer some interesting insights into student perspectives. The paper concludes with recommendations for future curriculum development.
CSR through the heart of the Bodhi tree
Authors: Kraisornsuthasinee Suthisak 
Published: June 2012

PurposeThis paper seeks to explore an alternative direction to break the theoretical impasse in CSR.Design/methodology/approachThe study employs ancient insights from the core of Buddhist teaching, featuring the Four Noble Truths and the concept of “me” and “mine”, for the modern application of CSR by investigating the crux of major related theories.FindingsThe Noble Truths emphasize that suffering should be eradicated at its root. The Buddhist model of CSR suggests that beyond doing good such as supporting philanthropy and avoiding evil as mitigating the impact of corporate malpractice, which are consistent with major CSR theories, it is also crucial to purify the hearts of stakeholders from the “self” and “what belongs to self”, the genesis of suffering. Detachment is the key.Research implicationsThe shift from an institutional to an individual level, more specifically the transformation from a mindset of over‐consumption to one of conscious consumption, is an alternative direction to the progress of theory and practice in CSR.Practical implicationsDefiled by greed and profitability, consumers and investors, who provide income and funding to an organization and define its business practice, are of the highest priority among all stakeholders to start the change according to the Buddhist model of CSR.Originality/valueThis paper takes Buddhism as timeless insight, rather than a religious belief, to propose an alternative model and direction to development of CSR in theory and practice.
Corporate investment in social responsibility versus dividends?
Authors: Rakotomavo Michel T.J. 
Published: June 2012

PurposeThe paper aims to examine whether corporate investment in social responsibility takes away from expected dividends.Design/methodology/approachThe article builds two hypotheses that are tested empirically through the analysis of 17,670 US firm‐year observations covering the period 1991‐2007. The tests are conducted in both univariate and multivariate settings.FindingsThe evidence supports the hypothesis that mature firms tend to invest more in corporate social responsibility (CSR). Specifically, firms investing highly in CSR tend to be larger, more profitable, and with greater earned (rather than contributed) equity. The evidence also supports the hypothesis that CSR investment does not subtract from dividends. Instead, CSR effort and dividend tend to increase together. Thus, CSR investment tends to be effected by companies who can afford it, and it does not lower value by lowering investors' expected payout.Practical implicationsThese results imply that spending resources on CSR does not lower the cash flows paid out to investors. When combined with the finding that CSR lowers the cost of equity, they also mean that CSR increases the value of a company's stock.Originality/valueThis is the first study that explicitly links CSR to the dividend flow.