Using CRM to Model Firm Performance in a Business-to-Business Market

Customer relationship management (CRM) is the widely accepted approach for gathering, examining, understanding and translating information related to customers into managerial action. CRM is investigated in the context of new product performance (NPP). CRM enhances NPP as well as firm performance. This study investigates the impact of CRM on NPP through the moderation of top management support and an innovative culture, as well as the impact of CRM on firm performance through the mediation of NPP. A questionnaire survey is used for data collection from marketing managers of 159 firms in Pakistan in the B-to-B market. Hypotheses were tested using SEM in SMART PLS. This research shows that CRM directly affects firm performance, while NPP partially mediates the relationship of CRM and firm performance. These findings have significant implications for the practitioner. This study delivers insights to managers and academicians about the role of CRM in enhancing NPP and improving firm performance. In general, the study provides new insights into CRM by integrating top management support and an innovative culture. The research extends our understanding that top management support and innovative culture do not moderate the relationship of CRM with new product performance in a B-to-B context.     

Retaining a diverse workforce: the impact of gender‐focused human resource management

Demography theory suggests that high gender diversity leads to high turnover. As turnover is costly, we tested the following: a main effect prediction derived from demography theory, and a moderating effect prediction derived from the relational framework. Data on 198 publicly listed organisations were collected through a human resources decision‐maker survey and archival databases. The results indicate that higher gender diversity leads to lower turnover in organisations with many gender‐focused policies and practices. Findings suggest that organisations can lower their turnover rates by increasing their gender diversity and by implementing gender‐focused policies and practices.     

Towards an integrated model for the transference of environmental responsibility

This research explores how environmental responsibility transfers to others. Although environmental responsibility is one of the most debated topics in environmental management literature, a framework describing how a teacher's environmental responsibility shapes the student's environmental responsibility is still lacking. Adopting emotional contagion theory as a lens, the paper addresses this issue via the mediation of emotional contagion and the moderation of a teacher's environmental concern. Based on a survey of teachers and students (N = 283) conducted in Pakistan, our findings provide evidence that a teacher's environmental responsibility can better transfer to students via emotional contagion. Additionally, our data establish that the transference of environmental responsibility from teachers to students via emotional contagion is more effective when the teacher has a high level of environmental concern than when he or she has a low level of environmental concern. Finally, the authors discuss the implications for policy in detail.     

Bioelectricity in Malaysia: economic feasibility,environmental and deforestation implications

We investigate the economic feasibility of bioelectricity production from biomass in Malaysia and its impact on greenhouse gas (GHG) emissions and storage, agricultural prices, agricultural employment and deforestation. For this purpose, we develop a partial equilibrium model that projects agricultural prices, production, imports, exports, domestic consumption and land use in 5‐year increments between 2015 and 2065. Our results show that by 2030 biomass‐generated electricity can supply 36.5 per cent of the electricity generated in Malaysia, 16 times more than the 2016 electricity supply from biomass. Increased bioelectricity production from biomass will significantly reduce GHG emissions and will help Malaysia meet its commitment in the Paris Agreement to mitigate GHG emission by 45 per cent before 2030. Our modelling shows that biomass‐generated electricity creates a derived demand for waste biomass that expands the area of oil palm plantations. The expansion lowers agricultural prices, boosts agricultural employment and leads to some deforestation as landowners clear rainforest to plant oil palm trees. Nonetheless, the deforestation does not increase GHG emissions since GHG gains from bioelectricity significantly exceed GHG losses from deforestation.     

Human capital inequality and income inequality: testing for causality

This study investigates the causal relationship between human capital inequality and income inequality in case of Pakistan. The annual time series data ranging from 1973 to 2009 is used for econometric analysis. Johanson co-integration and Granger Causality tests are used to confirm the existence of long run relationship and the causal relationship between human capital inequality and income inequality. The results indicate that there is positive relationship between the two types of inequalities in the long run. The estimates of causality test indicate that income inequality causes the human capital inequality but human capital inequality does not cause income inequality. Policy initiatives to reduce income inequality may empower people economically to avail skill building opportunities and accumulate their human capital through access to educational services.     

Public system usability analysis for the valuation of cognitive burden and interface standardization: A case study of cross-ATM design

Humans are unable to effectively handle machines that have poor interface and interaction patterns. The Automated Teller Machine (ATM) is one of the machines that is most frequently operated by a wide spectrum of people. Hence, it is common to apply Human–Computer Interaction (HCI) technology in the design of ATMs. User–ATM interaction, however, has barriers such as a user’s working memory limit, lower literacy level, or lack of awareness and access. Moreover, the diversity of interfaces hurt user motivation, perception, and experience significantly. For example, each bank has its own ATM design targeting its customers only and, thus, when clients of other banks come across such a machine, they suffer from cognitive burden and commit many errors. To this end, we conduct an analytical survey of ATMs used in Pakistan through user analysis and heuristics analysis. We figure out the influence of design diversity and user perception on ATM users’ cognitive stress with the cognitive walkthrough analysis on the survey. We also uncover a realism-usability gap by reviewing the sampled ATM screens from the viewpoint of HCI heuristics. Finally, we suggest the guidelines on the cross-ATM design, characterized by the standardized fast-cash menu and the fail-safe mechanism for novices. This study demonstrates that users are reluctant to switch out of their comfort zones, due to learning costs and a lack of motivation. Therefore, we should design public systems in a very standardized way, which becomes more crucial for a user’s cognitive relief as interface and design patterns are becoming more diverse in our daily lives.     

Want to make me emotional? The influence of emotional advertisements on women’s consumption behavior

A wide difference of opinion exists about the content and composition of emotions. Advertising may influence an audience and their buying decisions about products and services. The objective of this study is to better conceptualize how women emotionally respond to emotional advertisements (EAs). The variant views are integrated into an ACE model, composed of subordinate levels of emotions (E), celebrity endorsements (C), and appeal drivers (A). This empirical study examines women’s emotional response using data from 240 Chinese women respondents. The study participants were invited to develop ACE mix based advertisements and fill out questionnaires. PLS-SEM analysis, a novel approach in ACE advertisement development and its applicability to consumer behavior, was used. The results show that showbiz celebrities expressing the emotion of happiness with music and color make the most effective ACE mix to influence the consumption behavior of women. The results are significantly mediated by attention levels and are widely applicable in the burgeoning advertising industry. The study also calls for further research with different ACE mixes in different contexts and on different audiences. It also opens doors for policy making and an appropriate understanding of women’s consumption behavior in the Chinese context.     

Islamic tourism: an empirical examination of travel motivation and satisfaction in Malaysia

The objectives of this study are to test the relationship between tourism motivations and tourist satisfaction, and to test how ‘Religion’ moderates the relationship. The variable ‘Religion’ is represented by the availability of Islamic norms and practices relevant to tourism at the destination. The results of the partial least square indicate that tourism motivations are significantly and positively related to tourist satisfaction. The results also showed that Religion significantly moderates the relationship between pull motivation and tourist satisfaction. However, the moderating effect of Religion on the relationship between push motivation and tourist satisfaction was not supported.     

Modern Slavery Disclosure Regulation and Global Supply Chains: Insights from Stakeholder Narratives on the UK Modern Slavery Act

Journal of Business Ethics - The purpose of this article is to problematise a particular social transparency and disclosure regulation in the UK, that transcend national boundaries in order to...