bluuebunny/crossref_metadata_2025_split huggingface dataset:
Customer relationship management research (1992‐2002)
Authors: Ngai E.W.T. 
Published: January 2007

PurposeTo review the academic literature on customer relationship management (CRM), provide a comprehensive bibliography and propose a method of classifying that literature.Design/methodology/approachA range of online databases were searched to provide a comprehensive listing of journal articles on CRM. Six hundred articles were identified and reviewed for their direct relevance to CRM. Two hundred and five articles were subsequently selected. Each of these articles was further reviewed and classified. The review and classification process was independently verified. All papers were allocated to the main and sub‐categories based on the major focus of each paper.FindingsPapers and research on CRM falls into five broad categories (CRM – General, Marketing, Sales, Service and Support, and IT and IS) and a further 34 sub‐categories. The most popular areas covered by the papers lay in the sub‐category of CRM management, planning and strategy; and CRM general, concept, and study followed by papers in software, tools and systems; data mining, knowledge management, and e‐commerce.Originality/valueThis is the first identifiable academic literature review of CRM research. The bibliography provides an academic database of the literature between 1992 and 2002 covering 89 journals. The classification approach provides a means to conceptualise the coverage of CRM and the relative popularity of CRM topic areas.
Competitive intelligence practices of South African and Belgian exporters
Authors: De Pelsmacker Patrick , Muller Marie‐Luce , Viviers Wilma , Saayman Andrea , Cuyvers Ludo , Jegers Marc 
Published: January 2007

PurposeThe objective of the study was to compare competitive intelligence (CI) practices of exporters in South Africa and Belgium.Design/methodology/approachAn e‐mail and postal survey in a sample of 292 Belgian and 309 South African exporting companies was carried out in which CI‐practices and opinions and attitudes towards CI were measured.FindingsMost respondents report a “CI culture” in their companies. South African and Belgian exporters are, however, not yet well equipped and not very active to conduct effective CI, especially in the areas of planning, process and structure, data collection, data analysis, and especially skills development. In both countries CI‐activities are usually not organized in a separate department and, if they are, CI is mostly done in the marketing and sales department. Managers from both countries consider similar types of information important, and they rely on similar sources of information. Although the responsibility for CI is more a top management issue in Flanders than it is in South Africa, South African companies have on average a longer tradition of organized CI‐activity and more full‐ and part‐time staff is involved in CI‐activity. These differences can be attributed to the fact that, as compared to Belgium, South Africa is an emerging export country in which the need for more formalised CI‐activity focusing on the collection of relevant data is more apparent.Originality/valueThis is the first comprehensive study of CI‐practices in the two countries. The results lead to a number of recommendations for the exporting companies in both countries and in general add to the knowledge of the position of CI in companies.
Meet the cyberscape
Authors: Rosenbaum Mark S. 
Published: January 2007

PurposeTo conceptualize the elements that define a “cyberscape” (by analogy with a landscape) and to assess how internet users respond to the cyberscape based upon their purpose and internet expertise level.Design/methodology/approachPre‐tests were conducted to determine the elements of the cyberscape that consumers use to judge the quality of internet sites. The results of these tests indicated that there are 58, which could be classified into 11 dimensions. Linear regression analyses were conducted to predict how frequently consumers purchase merchandise and socialize on the internet, using the dimensions as predictors. Analyses were performed for low‐skill and high‐skill internet users.FindingsAlthough consumers respond to all 11 cyberscape dimensions, many are “hygiene factors” rather than satisfiers. Those have to be in place for customers to approach a site, but it is the satisfiers that have the potential to generate customer satisfaction when they exceed expectations. For example, in terms of predicting the frequency of online purchasing among beginning internet users, product selection emerges as the key satisfier among internet beginners, whereas product selection and reliability are significant in the case of expert users.Research limitations/implicationsManagers need to consider all cyberscape dimensions. The hygiene factors are mandatory for satisfying customers and for encouraging approach behavior, but satisfiers are the enhancing dimensions, critical for generating customer satisfaction and loyalty. Future researchers may want to use qualitative methodologies to understand the cyberscape dimensions to which consumers respond at the point of purchase or for information seeking.Practical implicationsMarketing planners can assess their own firm's internet sites on the 11 cyberscape dimensions, survey their customer base to determine which of those are hygiene factors and which satisfiers, and plan their cyberstrategy accordingly.Originality/valueThe paper extends the work of Williams and Dargel, published in volume 22 of Marketing Intelligence & Planning. It also builds upon Bitner's well known “servicescape” framework and the customer‐satisfaction studies of Naumann, Jackson and Rosenbaum.
Idea generation in new product development through business environmental scanning: the case of XCar
Authors: Kohn Kamilla 
Published: January 2007

PurposeTo develop understanding of why the use of business information in new product development proves problematic in practice, and to show how obstacles and difficulties may be overcome by reference to the process of using business environmental scanning (BES) for the purpose in a real organisation.Design/methodology/approachA longitudinal case study based on a single company in the European automotive industry, the anonymous XCar. Data gathering combined participant observation and formal interviews with managers, both of which were scrupulously recorded, coded and interpreted.FindingsThe use of BES for generation of new product ideas should apply creativity to the interpretation of trend analysis, serving as a base for the formulation of product proposals. The literature argues that the process needs to be more exploratory than confirmatory, with the focus on identifying opportunities rather than, as is common, on reducing uncertainty. This case study shows how that was achieved in practice. Likewise, while some authors argue for the importance of the volume of the information collected, others assert that its use is more critical. The case study confirms the latter view, and shows how internal processes converted data into decision‐making and planning inputs.Research limitations/implicationsAs with any single‐firm case study, further research is indicated, within other industries and related to different applications.Practical implicationsThe results from this single case provide potentially useful insights into the application of business information gathering to the generation of new product ideas, both in theory and in practice. They show how the purpose of the process shifted slowly but steadily in one organisation from confirmation to exploration, though not without difficulty. One key lesson is that the managerial focus must change accordingly.Originality/valueFew detailed empirical studies are available on the gathering and application of information on the business environment in practice, specifically as an aid to new product development. This study contributes to collective knowledge by shedding light on this area.
Niche market strategy for a mature marketplace
Authors: Parrish Erin D. , Cassill Nancy L. , Oxenham William 
Published: January 2007

PurposeTo examine how companies in the maturity stage of the product life cycle can implement and maintain a successful niche market strategy to increase competitiveness in the face of new competition, with particular reference to the global textile industry.Design/methodology/approachResponsible executives in eight firms in the textile and apparel/clothing sector in the USA were interviewed face‐to‐face or by telephone, or completed an online questionnaire. The sample contains leaders in the industry.FindingsResearch results suggest that niche marketing is an effective strategy for countering price competition in a mature industry and can use a niche market strategy. They identify key success factors, the most important factor of which was found to be a thorough understanding of the targeted consumers. It is concluded that the marketing mix plays a more important part than is generally suggested in the literature, by communicating non‐price product attributes to the niche market.Research limitations/implicationsThe small sample limits generalization beyond the companies that participated in the study and comparable firms in the US textile and apparel/clothing industry.Practical implicationsThis research study shows, within its limitations, that niche marketing is a promising global competitive strategy for mature industries. The study proposes practical guidelines for putting it into practice.Originality/valueThis study generally confirms the literature, but comes to some original further conclusions.
Outsourcing decisions and the purchasing process: a systems‐oriented approach
Authors: Kakouris Andreas P. , Polychronopoulos George , Binioris Spyros 
Published: January 2007

PurposeTo propose a framework for purchasing and outsourcing decisions together with a process model for evaluating and assessing possible suppliers. The paper focuses in particular on the “planning” and “qualifying” phases of the process which, respectively, set the criteria and prepare a shortlist for invitations, before the final selection.Design/methodology/approachBy reference to the literature, past experience and a priori reasoning, a conceptual framework and quantitative model are combined in a checklist to guide responsible managers through a formal, systematic decision‐making procedure.FindingsThe model is fully described, its strengths and weaknesses are discussed, and the modus operandi of the derived decision‐making framework is explained. The system and process are strongly advocated as the most appropriate instrument for the selection of suppliers of outsourced products and services in the contemporary business environment.Research limitations/implicationsThe system suffers to an extent from one of its defining strengths: relative simplicity, which may limit its applicability in more complex situations. This emphasises the importance of the procedures undertaken in the “qualification” phase. Assigning evaluative values codes to the various decision parameters involves a good deal of subjectivity, which could lead to misguided decisions. Further research and development is needed.Practical implicationsThe advocated selection offers outsourcing decision makers a structured and systematic selection framework, which does not compromise their own professionalism, but rather encourages imagination, innovation, investigation and opinion based on critical observation. Its potential applicability covers the full range of industry sectors, beyond the outsourcing of product and component manufacture which have been the focus of the great majority of published studies.Originality/valueThe paper examines a widely investigated “hot topic” that is in fact surrounded by confusion and misunderstanding. It focuses on aspects of outsourcing practice that have so far attracted little attention from researchers.
Retail marketing strategy
Authors: Lee Yang‐Im , Trim Peter R.J. 
Published: January 2007

PurposeTo show why retail marketing strategists and planners need to develop long‐term relationships capable of building business partnerships based on mutual trust. To show how the relationship marketing principle underpins the implementation of retailing strategy.Design/methodology/approachA detailed review of the relevant literature, with commentary on the application of principles in practice.FindingsA successful retailing strategy will be embedded within a customer‐driven general business strategy. Marketing managers should plan to develop and sustain long‐term trust‐based working relationships, which take into account organizational and national values. Successful partnership arrangements depend on mutuality and resilience, as well as trust. Marketing intelligence is a vital ingredient in the formulation and implementation of plans to achieve these goals. The “organizational resilience value system” framework proposed here can be used by marketing planners to link organization learning to relationship marketing, and thereby establish a customer relationship management policy that provides the organization with a sustainable competitive advantage.Research limitations/implicationsNext, cross‐industry and cross‐cultural studies might be undertaken, to examine the similarities and differences in retailing strategy formulation and implementation across national boundaries.Practical implicationsPractitioners and academics must collaborate closely, with the aim of developing new insights into procedures and practices for linking organizational learning policy firmly and formally with the development of customer‐driven retail marketing strategies.Originality/valueA synoptic view of role of marketing intelligence and relationship marketing in the building of trust‐based relationships and partnerships in international retailing, backed by more than 100 references to relevant published literature.
Protection and internal transfer of technological competencies
Authors: González‐Alvarez Nuria , Nieto‐Antolín Mariano 
Published: January 2007

PurposeThe purpose of this paper is to study how causal ambiguity around technological competencies can help firms to achieve superior performance.Design/methodology/approachTraditionally, it has been recognised that causal ambiguity of technology represents an effective protection against imitation. Recently, however, researchers have unearthed evidence that the effects of causal ambiguity also could be extending to the interior of the firm itself, hampering the diffusion of its own technological capabilities among its managers. In this case, the existence of causal ambiguity of technology will have a negative impact on firm performance. In this paper both effects are studied in a sample of 258 Spanish manufacturing firms using several statistical techniques.FindingsThe results indicate that causal ambiguity exerts a double‐edged influence on firm performance. On the positive side, by protecting technological competencies from imitation and, on the negative, hampering the diffusion of these capabilities within the firm, with this second effect being stronger.Research limitations/implicationsThe main limitation of this work is that there are clearly many other factors that can explain firm performance apart from causal ambiguity of technology. However, as the main objective of the present work is to study the relations between causal ambiguity around technological capabilities and firm performance, it did not seem wise, for operational reasons, to complicate the analysis by including other variables.Practical implicationsIn order to achieve better results, firms must use causal ambiguity around technological competencies to protect these competencies against imitation and should make great efforts to diffuse them within the firm.Originality/valueThe results obtained allow one to make a contribution to the debate existing on the literature about the influence that causal ambiguity around technological competencies has on firm performance.
SCM system effects on performance for interaction between suppliers and buyers
Authors: Hsu Li‐Ling 
Published: January 2007

PurposeThe purpose of this paper is to examine the impacts of supply chain management (SCM) benefits on the interactive performance between supply chain members.Design/methodology/approachThe contingency theory and socio‐technical theory were applied in the construction of the research model. Four constructs were adopted for the development of the research model: contingency factors, interaction process, interactive performance, and SCM system benefits.FindingsTo respond to the challenges in global markets, an increasing number of enterprises strive for better profits by working closely with suppliers. As the interaction increases, the buyer‐seller relationship changes accordingly.Research limitations/implicationsEmpirical studies require further analysis and suggestions were also made for further explication.Practical implicationsThe interaction between the manufacturing and marketing departments is a determinant for the firm's competitive advantages.Originality/valueInterviews with six case firms in the information/electronic industry show that external and internal factors affect the interaction between supply chain members and result performance improvement.
A framework for analysing long‐range direct shipping logistics
Authors: Caputo A.C. , Fratocchi L. , Pelagagge P.M. 
Published: January 2007

PurposeTo present a decision support system (DSS) enabling the analysis of the cost‐effectiveness of direct‐shipping long‐haul road transport policies, including full truck load (FTL) and less than truck load (LTL) modes, and to select the optimal carrier.Design/methodology/approachAnalytical estimation of transportation costs is provided in a framework including an interactive computer procedure and a dedicated database structure capable of characterizing the logistics system.FindingsMain criticalities of manual logistic planning are: sub‐optimal selection of carrier and excessive use of LTL transport, while the optimal FTL vs LTL trade‐off is not fully explored in practice.Research limitations/implicationsThis is an analysis tool of user‐defined scenarios and does not provide the automatic synthesis of shipments planning. Admittedly, this model does not attempt to optimize the shipping strategy, but to quantitatively assess the effects of the adopted decisions.Practical implicationsAlternative shipping policies can be compared to perform what‐if analyses and explore the outcome of alternative decisions (FTL vs LTL shipping modes) even in terms of transportation expenditures. Allows rapid selection of the optimal motor carrier and assesses the extra cost due to a sub‐optimal choice. Gives the experienced manager a framework for critical assessment of shipping decisions, suggesting improvement areas for cost reduction.Originality/valueWith respect to other software tools for carrier selection provides explicit analysis of extra costs incurred by manual planning, thus becoming a strategic tool for logistic decision making. Furthermore, enables managerial insights to be gained and makes manual planning more effective.
Enterprise security architecture in business convergence environments
Authors: Kim Sangkyun , Seong Leem Choon 
Published: January 2007

PurposeTo provide the strategic model of approach which helps enterprise executives to solve the managerial problems of planning, implementation and operation about information security in business convergence environments.Design/methodology/approachA risk analysis method and baseline controls of BS7799 were used to generate security patterns of business convergence. With the analysis of existing enterprise architecture (EA) methods, the framework of the enterprise security architecture was designed.FindingsThe adaptive framework, including the security patterns with quantitative factors, enterprise security architecture with 18 dimensions, and reference models in business convergence environments, is provided.Research limitations/implicationsInformation assets and baseline controls should be subdivided to provide more detailed risk factors and weight factors of each business convergence strategy. Case studies should be performed continuously to consolidate contents of best practices.Practical implicationsWith the enterprise security architecture provided in this paper, an enterprise that tries to create a value‐added business model using convergence model can adapt itself to mitigate security risks and reduce potential losses.Originality/valueThis paper outlined the business risks in convergence environments with risk analysis and baseline controls. It is aguably the first attempt to adapt the EA approach for enterprise executives to solve the security problems of business convergence.
Towards understanding members' interactivity, trust, and flow in online travel community
Authors: Wu Jyh‐Jeng , Chang Yong‐Sheng 
Published: January 2007

PurposeThis study targeted members of online travel communities to explore the factors that affect the experience of flow and how flow affects the transaction intentions of these members.Design/methodology/approachIn order to test this model, data were collected via an online questionnaire, with a total of 286 survey instruments available. The data were analyzed using structural equations modeling with AMOS.FindingsThe empirical findings showed that, first, as far as the online travel communities members are concerned, both interactivity and trust do affect each other. Second, interactivity is the key factor for the members to have flow experience in online travel communities. Third, the experience of flow can enhance the transaction intentions of members while they are in the online travel communities.Practical implicationsWeb site administrators should improve the interactivity with the members, so that they can have flow experience, and further strengthen their transaction intentions.Originality/valueThis paper provides a model to understand online travel communities members who place their trust in the online travel agencies and, interacting with the web sites in ways that result in a flow experience, ultimately intensify their transaction intentions.
Gaining customer knowledge through analytical CRM
Authors: Xu Mark , Walton John 
Published: January 2007

PurposeThis paper aims to examine how customer relationship management (CRM) systems are implemented in practice with a focus on the strategic application, i.e. how analytical CRM systems are used to support customer knowledge acquisition and how such a system can be developed.Design/methodology/approachThe current practice of CRM application is based on examining data reported from a four‐year survey of CRM applications in the UK and an evaluation of CRM analytical functions provided by 20 leading software vendors. A conceptual model of an analytical CRM system for customer knowledge acquisition is developed based on the findings and literature review.FindingsCurrent CRM systems are dominated by operational applications such as call centres. The application of analytical CRM has been low, and the provision of these systems is limited to a few leading software vendors.Practical implicationsThe findings shed light on the potential area in which organisations can strategically use CRM systems. It also provides guidance for the IT industry as to how an analytical CRM system should be developed to support customer knowledge acquisition.Originality/valueThe latest findings on CRM systems application are reported, and an innovative analytical CRM system is proposed for customer knowledge acquisition.