Search results for " relationship management"
showing 10 items of 85 documents
Activity-Centered Design: An Appropriation Issue
2011
When designing workplace computer systems one must take human activity into account. It has become standard practice to approach this issue through user-centered design. The aim of this paper is to stimulate thought on activity-centered design and to propose the concept of appropriation as a fundamental principle of this design approach. This orientation aims to take into consideration the constituent function of tools during conception. We will take the design of computer systems dedicated to customer relations as an example.
Effects of Client Pressure and Audit Firm Management Control Systems on Auditor Judgments
2015
We examine the effects of pressures from client management and the audit firm’s own management control systems (MCS) on auditors’ willingness to accept an aggressive accounting that is preferred by client management. We find that auditors perceiving more pressure from client management to accept the client’s aggressive accounting react by increasing the size of the proposed adjustment needed to bring the client’s accounting into conformity with GAAP. However, we find that when client management promotes the jointness of interests they share with the auditor or the audit firm’s MCS focuses the auditor more on client service quality the auditor experiences increased affinity for the client an…
Asiakkuudenhallinta ja sen hyödyt sekä haasteet palveluyrityksissä
2015
Asiakkuudenhallinta hyödyttää yrityksen liiketoimintaa useilla eri tavoilla. Jatkuvasti kasvavan palvelusektorin yrityksille se luo paljon lisäarvoa asiakas-suhteiden hallinnan ja kehittämisen muodossa. Tässä kandidaatin tutkielmassa on tarkasteltu asiakkuudenhallinnan hyödyntämistä palveluyrityksissä. Lisäk-si tutkielmassa on arvioitu asiakkuudenhallinnan haasteita ja mahdollisia on-gelmia palveluyrityksissä ja palvelutuotannossa yleisesti. Aluksi on tarkasteltu asiakkuudenhallintaa yleisellä tasolla, määritelty keskeiset käsitteet, kuvattu asiakkuudenhallinnan yleiset vaiheet ja prosessit sekä tarkasteltu asiakkuu-denhallinnan toteuttamisessa hyödynnettäviä tietojärjestelmiä. Seuraavassa …
Extending customer relationship management. From empowering firms to empowering customers
2013
Purpose – The focus of customer relationship management (CRM) literature has been predominantly on the firm perspective and on IT, not on customer or service orientation and value co-creation. This paper seeks to explore and analyse contemporary CRM frameworks and suggests future research directions. To achieve this, a thorough literature review on CRM is conducted focusing on recent advances within CRM. This provides a good basis for critically analysing the current status of both CRM theory and practice. Design/methodology/approach – The paper reviews CRM literature published 2003-2011. Based on the literature review, it introduces a conceptual framework of the changing role of customer d…
Customer’s role in knowledge management and in the innovation process: effects on innovation capacity and marketing results
2016
Scholars have acknowledged customer knowledge management (CKM) as a key strategic resource for improving innovation and supporting long-term customer relationship management. This study provides a deeper understanding of the internal antecedents of business innovation capacity overcoming previous approaches. A model that had not previously been tested was used to analyse the role of customer collaboration and CKM – measured as a second-order construct – in innovation processes and marketing results. To test the model, structural equation modelling (partial least squares) was applied to a random sample of 210 Spanish companies. Results confirm that CKM and customer collaboration are antecede…
Key Drivers of Customer Loyalty to Web 2.0 Accommodation Services: An Abstract
2017
Online travel communities are regarded as a key communication channel for web-based marketing in the travel industry (Bilgihan et al. 2016; Filieri 2015). The aim of this paper is to gain insight on key drivers of customer loyalty to websites selling accommodation services in online travel communities. We go beyond satisfaction, taking into account emotions and social influences. This paper intends to make three contributions. Firstly, it develops a conceptual model of the relationships between emotion factors and their direct (satisfaction) and indirect (trust, attitude and loyalty) outcome variables. Secondly, although the linear relationship between satisfaction, trust and loyalty seems …
Developing business networking opportunities for SMEs through business ecosystem and ICT
2010
Globalisation is a new challenge for European small and medium enterprises; indeed, on one hand, it represents a threat, since new emerging companies are entering their domestic market, but on the other hand, it represents the opportunity to enter new emerging and growing markets. In order to win this challenge, European SMEs need to play the networking card; in fact, it is well acknowledged that networking can improve SMEs effectiveness and efficiency which is absolutely necessary to win the globalisation battle. Many public regional institutions are thinking about how to improve the networking capacity of their SMEs through specific programs and investments. This paper reports the results…
Analyzing the Current Phase of the OSS/BSS Software Market
2009
In this section, the evolution of the OSS/BSS software industry is described, and the current phase of the OSS/BSS software market is analyzed using quantitative data. The first analysis uses the viewpoint of the general industry lifecycle stage models. This is followed by an analysis from the viewpoint of the vertical software market evolution model. The last section analyses the mergers and acquisitions of the OSS/BSS market from the last few years.
Banca ética y banca cooperativa. Un análisis comparativo a través del estudio de Caixa Popular y de Fiare Banca Ética
2017
Los bancos sociales representan en la actualidad una alternativa a la banca convencional, sobre todo para aquellos clientes que demandan un consumo socialmente responsable. La banca social está formada por dos tipos diferentes de entidades de crédito: los bancos cooperativos y los bancos éticos. Los primeros desarrollan su actividad desde hace ya más de un siglo a través de un modelo de banca de proximidad enfocada al territorio. Los segundos llevan tres décadas aproximadamente de funcionamiento, dirigiéndose a la realización de inversiones socialmente responsables (proyectos sociales y medioambientales). En el presente trabajo se analizan las similitudes y diferencias entre ambos modelos d…
CRM in the digital age: implementation of CRM in three contemporary B2B firms
2015
Purpose – The purpose of this study was to contribute to the current discussion on digitization in companies’ marketing from a customer relationship management (CRM) perspective by examining the role and objectives of CRM and the exploitation of social media to serve the objectives of CRM in contemporary business-to-business (B2B) companies. Design/methodology/approach – The data are collected through semi-structured themed interviews with key marketing/sales managers from three B2B firms. Findings – CRM seems to be moving closer to the company’s core activity and becoming everybody’s business to a greater extent than ever before, but its main goal, to enhance customer relationships, will …