A CRITIQUE OF RUSSEL WINNER’S MODEL OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
This paper attempts a critique of Russel Winner’s (2001) CRM framework as a working model in the CRM adoption process. Indeed, this researcher faults the framework both in conception, structure and in functional fluidity on the grounds that building a CRM programme should not start with the creation of a database down to terminating at the metrics level as his model suggest. This author attempts a better structuring to enable a more fluid process. Therefore, the paper hypothesizes that the process of building an effective CRM programme should start from engaging in promotional activities to attract customers, then using data capture devices to analyse customer profile, engage in customer selection and targeting down to metrics and performance evaluation. Finally, a feedback processes (loop) to ascertain whether the original objectives have been attained is of crucial essence, and if not, the initiation of a corrective measures to make the programme better become of essence. The paper proposes a Model II framework (as captured hereunder) as the ideal/correct sequence the process should follow. This researcher therefore makes this modification as a salient recommendation for all organizations as they attempt to adopt a CRM programme to drive their organization competitively.
Keywords: CRM: Customer Relationship Management, ES: Enterprise System, RM: Relationship Marketing
MILITARY SITE’S CONVERSION MANAGEMENT PROCESS AND FIRM’S COMPETITIVENESS: ENTREPRENEURIAL EVIDENCES
The main goal of this study is to propose a decision-making approach to explore the relationship between military air bases’s conversion processes and firm’s competitiveness. During the past four decades the conversion of Defense air bases to new civilian uses played a central role in determining social and economic regional competitiveness, demonstrating that the management process have impacts on urban assets, agglomeration economies, urban infrastructures, labor and cost factors, development policies. Also Competitiveness, mainly that of Small and Medium Enterprises (SMEs), has constituted a very interesting research field over the past 20 years. Nevertheless the relevant impact on firm’s strategy and performance, few researchers in strategic management and governance have investigated the effectiveness of site’s conversion process to increasing firms competitiveness. The paper shows how the conversion processes on an integrated services area can create business opportunity, can facilitate entry in new markets, facilitate new innovation processes, facilitate new management, control and commercial services, increases business linkages and agreements for local firms (Business Networking). The study presents the case of conversion process of ex Nato Base of Comiso (Sicily), important military site in regional area characterized by high entrepreneurial development. Eempirical evidence of the case study consists of a European benchmarking conversion bases and of a survey of 48 local firms. Finally the study presents valuable conversion projects and strategic perspectives for managers, entrepreneurs and policy-makers.
Keywords: Military bases, conversion management process, firms competitiveness, entrepreneurial development.
Knowledge Management: FROM THEORY TO PRACTICE
►Kamran Nazari and Mostafa Emami
Knowledge management is a process that helps organizations to find important information, select, organize and publish them; and it’s a proficiency that will be necessary for actions like solving problems, dynamic learning, decision making. Knowledge management can improve a wide range of organization performance properties by enabling company to more intelligent performance, but it’s not enough alone; because knowledge management to be useful needs undertaking staff to organization and their job, that accept the knowledge management process with spirit and heart and perform it (Wiig, 1999:14).Knowledge management is the leveraging of collective wisdom to increase responsiveness and innovation. It is important that you discern from this definition three critical points. This definition implies that three criteria must be met before information can be considered knowledge. » Knowledge is connected. It exists in a collection (collective wisdom) of multiple experiences and perspectives Knowledge management is a catalyst. It is an action – leveraging. Knowledge is always relevant to environmental conditions, and stimulates action in response to these conditions. Information that does not precipitate action of some kind is not knowledge. In the words of Peter Drucker, ‘‘Knowledge for the most part exists only in application.’’ » Knowledge is applicable in un-encountered environments. Information becomes knowledge when it is used to address novel situations for which no direct precedent exists. Information that is merely ‘‘plugged in’’ to a previously encountered model is not knowledge and lacks innovation.
Keywords: Knowledge, Knowledge Management Innovation, Collective Wisdom.
FACTORS AFFECTING QUALITY OF WORK LIFE: Empirical Evidence From Indian Organizations
The study undertaken explored the factors of quality of working-life experiences in organizations. The study focused on 100 employees holding middle managerial positions in various organizations. The Cronbach’s alpha of the questionnaire was found to be 0.862& Pearson correlation was 0.924 (p<0.001). The factor analysis of the component ‘quality of working-life experiences’ led to the extraction of 3 factors from various organizations. The three emerging factors were “relationship-sustenance orientation”, “futuristic and professional orientation” and “self-deterministic and systemic orientation”. The results indicate that these factors have substantial roles to play in satiating the needs of the employees and how at middle managerial level different aspects are valued and employed for developing a unique and inimitable quality of working life within their socio-technical systems for eliciting favorable job-related responses..
Keywords: Quality of Working Life; High-Quality-Work-Life Experiences;
THE RELATIONSHIPS BETWEEN ORGANISATIONAL DECISION MAKING, COMMITMENT AND PERFORMANCE: EVIDENCE FROM NIGERIA
►Udegbe, Scholastica Ebarefimia, Udegbe, Maurice Inedegbor, Ogundipe Kehinde Ahmed, Akintola Omobola Ganiyat and Kareem, Rashdidat
This study explored the moderating role of organizational decision-making and sense of commitment, on business outcomes of multinational corporations (MNCs) in Nigeria. Extant literature suggests that the relationship between specific organizational decision making and business outcomes should vary across different environments. Proponents of the decision-making perspective have posited that decisions must be well co-ordinate, and executed with a sense of commitment for a company to be market-driven or customer-oriented. Specifically, it is anticipated that the relationship between organizational decision-making and business outcomes are likely to be greater when the organization is market-driven or customer-oriented. Therefore, the intensification of research on this has led to the current survey study to examine the relationship among organizational decision making, sense of commitment and performance. The study used both primary and secondary data. Primary data were obtained with the aid of questionnaire, while the secondary data were obtained from literature. 7 copies of the questionnaire were administered in each of the MNCs that served as sample. The respondents were selected based on convenience sampling method. The selected 100 MNCs were stratified into categories of services, manufacturing and others. Out of the total sample of 700, a total of 600 useable questionnaires were returned representing a response rate of 86%.The data were analysed using descriptive statistics and t – test analysis. The research instrument showed high reliability and validity. Two hypotheses were developed and tested. Two major findings resulted from the study. The first is that there is a positive relationship between market-driven or customer-oriented organizational decision-making and business outcomes. The second is that there is a significant relationship between organizational sense of commitment and performance.
Keywords: Relationship, Organisational, Decision making, Commitment, Performance, Nigeria.
EXPLORING THE RELATIONSHIP AMONG ORGANISATIONAL CULTURE, CUSTOMER SATISFACTION AND PERFORMANCE IN MULTINATIONAL CORPORATIONS IN NIGERIA.
ENTREPRENEURSHIP, RELIGION, AND BUSINESS ETHICS
►Mostafa Emami and Kamran Nazari
Interest in entrepreneurship has heightened in recent years, especially in business schools. Much of this interest is driven by student demand for courses in entrepreneurship, either because of genuine interest in the subject, or because students see entrepreneurship education as a useful hedge given uncertain corporate careers This paper reports a study of the importance of religious faith to entrepreneurs and the relationship of that faith to their ethical judgments. The importance of religious faith to entrepreneurs was similar to the importance of religious faith to other business respondents. Literature offers numerous definitions of ethics.Crane and Matten (2004, p.8) define business ethics as ‘‘the study of business situations, activities, and ecisions where issues of right and wrong are dressed’’. Based on Jones‘s definition of ethical decisions (Jones, 1991, cited in Chau and Siu, 2000) ,Entrepreneurs who identified religious interests as being of high importance, and also entrepreneurs who were highly orthodox in their faith, expressed more sensitive ethical judgments on at least five of sixteen ethical issues than did entrepreneurs who indicated that religious interests were of low or no importance.
Keywords: Entrepreneurship, Religion, Business, Ethics, Society
INTANGIBLE ASSETS REPORTING
►Maryam Ghamari, Mojtaba Saeidinia, Mehrsa Hashemi and Mohammadreza Aghaei
The purpose of this study is to investigate concerning intangible assets reporting, it is stable roots of organization’s success, and how they evaluate and report in the accounting. There are some of the problems in reporting of intangible assets causes for some of the investors, regulators, analysts and etc. in this survey mentioned to some of the recommendations for system of intangible assets reporting. It purposes that companies should measure information relevant to their intangible assets accurately. In this study explore set of intangible assets very valuable such as research and development (R&D), human capital; brand equity and innovation capital that focus on every which can enhance sustainable of the companies.
Keywords: intangible assets, Research and development, human capital, brand equity, innovation capital, sustainable