Direct and database marketing and customer relationship management in recruiting students for higher education

Marketing in higher education is changing. There is a need to be on the one hand ever more cost‐effective and on the other more socially responsible in recruiting applicants. Most university faculties have to deal in very competitive sectors in order to attract applicants. In this paper the authors analyse the results of a recent study of the customer database belonging to the University of the West of England. It is concluded that direct and database marketing has distinct potential in attracting more students cost‐effectively, and improving the precision and control with which the whole recruitment process is managed. Copyright © 2004 Henry Stewart Publications     

网络营销背景下的旅游企业客户关系管理

网络营销时代的到来为旅游企业客户关系管理提供了便利条件.运用客户关系管理可以改变我国旅行社小、散、弱的特点,能真正把旅游市场进行有层次的细分,具有全员营销的功能.     

Town centre management schemes in the UK: marketing and performance indicators

While town centre management (TCM) has proved to be a successful strategy to maintain, improve and regenerate town centres through local partnership, there has been relatively little attention drawn to the marketing of TCM schemes. This paper explores the issues surrounding the use of key performance indicators (KPIs) for the marketing of TCM schemes in the context of wider place marketing activities undertaken by towns and cities. Drawing on evidence from a questionnaire survey of town centre managers, it is posited that they might usefully employ carefully selected KPI data to maintain and attract private investment to TCM schemes from internal and external town centre stakeholders. The paper then introduces a typology for the use of KPI marketing in town centre management. Copyright © 2004 Henry Stewart Publications     

A change management perspective on public sector cutback management: towards a framework for analysis

The financial crisis forces public managers to implement cutbacks within their organization. We argue that adopting a change management perspective contributes to our understanding of cutback management by adding a focus on managerial behaviour regarding cutback-related organizational changes. Relying on change management literature, this paper develops a framework for the analysis of cutback management connecting the context, content, process, outcomes and leadership of cutback-related change. From this it follows that managers can be positioned at the intersection of various imperatives, both externally and internally, such as their political leaders and their own subordinates. A research agenda is proposed.     

Outsourcing of front-end business processes: Quality,information, and customer contact

We examine the recent supply chain phenomenon of outsourcing front-end business processes in this paper. Few, if any, of the existing theories provide satisfactory explanation for the rapid growth in this area. We use a model proposed by Sridhar and Balachandran [Sridhar, S.S., Balachandran, B.V. 1997. Incomplete information, task assignment, and managerial control systems. Manage. Sci. 43(6), 764–778] to determine the factors that might contribute to this phenomenon. Our analysis reveals that the ability of the vendor to forecast the task environment without bias and to gain sophistication in interpreting contract terms might make the firm indifferent between outsourcing and retaining front-end processes in-house. We validate our findings against the work of Apte and Mason [Apte, U.M., Mason, R.O., 1995. Global disaggregation of information-intensive services. Manage. Sci. 41(7), 1250–1262], who develop a theoretical framework to identify criteria for companies to select services to be outsourced. They base their decisions predominantly on the nature of “customer contact.” The combined theories are shown to provide a rich framework for identifying customer-facing tasks that can be outsourced.     

基于回款期设计的客户管理库存策略

分析了有固定回款期的客户管理库存和随机回款期的客户管理库存两种类型,揭示了其运作机理、适用范围和实现机制。     

新公共管理视角下我国事业单位人力资源管理研究

随着社会和经济的不断发展,我国事业单位面临的挑战越来越多,其管理方式和方法也会随之产生变化。其中,管理组织活动的重要组成部分是人力资源管理。作为被赋予公共权力的社会组织和服务组织,事业单位的人力资源管理工作不容忽视。文章从新公共管理理论的角度,分析了我国事业单位人力资源管理的现状及存在的问题,提出了结合新公共管理理论从而改进我国事业单位人力资源管理的建议与对策。     

顾客视角城市品牌概念模型探析

指出城市也可以像产品一样通过品牌来提升竞争力和吸引力,建设城市品牌的关键是明确城市顾客的需求,找到顾客期望的价值点;分析了顾客视角城市品牌概念模型的功能体验和象征性这两个维度,并讨论了影响城市顾客城市品牌感知的要素。     

Press stories as a medium for social marketing: the publisher's perspective

Features editors in 50 UK newspapers and magazines completed a mail questionnaire concerning their use of charity infotorials, ie human interest press stories based on materials developedandsubmittedbycharityemployees. The research focused on publishers' reasons for carrying this type of article, editorial policy regarding materials submitted by charities, perceptions of the quality of the copy received, and the determinants of publishers' levels of satisfaction with outcomes. A clear dichotomy emerged between publishing firms that viewed infotorials mainly as a means for gaining a competitive advantage over titles produced by other businesses, and those that adopted a more altruistic approach to the publication of stories with a charity‐related theme. Copyright © 2000 Henry Stewart Publications     

New public management and the rule of economic incentives: Australian welfare-to-work from job market signalling perspective

Australia’s welfare-to-work system has undergone radical changes since the 1990s, with service delivery fully privatized in 2003 and incentives of various kinds introduced to underpin jobseeker and employment consultant activation. Informed by New Public Management (NPM), the reforms are intended to improve effectiveness and efficiency by addressing the problems of information asymmetry at different levels of the system. However, operationalizing NPM principles generated technical and regulatory challenges, and in this case, the incentive framework undermines some of the reform’s basic assumptions. This can trigger jobseekers’ and consultants’ rational decision-making behaviours which run contrary to programme expectations, hence generating suboptimal performance.     

Inference of economic truth from financial statements for detecting earnings management: inventory costing methods from an information economics perspective

We introduce uncertainty in the classic inventory costing choice problem to investigate the underlying partitions imposed by two accounting inquiries (processes of generating information): variable costing and absorption costing. In a contemporaneous reporting environment, we show that absorption costing provides a finer partition of the state space compared to variable costing when a firm arbitrarily increases the production level (opportunistic overproduction), and the predetermined fixed overhead rate is adjusted. Grounded in an information economics perspective, the intent of the article is to propose an approach to detect real earnings management by extracting information from financial statements. The resulting managerial biases arising from earnings management are also discussed.     

The marketing cycle for a not-for-profit

Marketing is a process, one with discrete and identifiable steps. This is true for both for-profit and nonprofit organisations. However, many nonprofits are told what services or products they will provide, thus skipping the crucial first steps in the marketing process. This paper lays out a classical marketing cycle and shows its applications for nonprofit and voluntary organisations. Several examples are discussed.     

The marketing and public relations practices of Australian performing arts presenters

Although arts organisations are often said to be underdeveloped in marketing and management areas, it is unclear whether this is actually an intentional response to the atypical environment in which they exist, or simply a result of limited skills and resources. This paper looks at performing arts presenters (PAPs) in two Australian States, profiling what they do in the way of marketing, how sophisticated they are at it and the reasons they behave the way they do. In‐depth interviews with marketing managers indicated that PAPs are confused about the role of marketing, relying instead mainly on public relations. While it was widely acknowledged that marketing would be beneficial, the marketing that is executed is generally ad hoc and basic. This lack of marketing action is due primarily to a paucity of skills and resources and a historical preference for public relations, not as a considered response to the arts environment. Copyright © 2002 Henry Stewart Publications     

Proposing public announcement intention and its antecedents from a CSR perspective: a qualitative study

This study proposes a theoretical framework of public announcement intention from a perspective of corporate social responsibility, including nine propositions developed to help explain the framework. In the proposed framework, public announcement intention is positively influenced by CSR attitude and opportunism judgment, while CSR attitude is positively influenced by opportunism judgment. Besides, CSR attitude is also positively affected by organizational values and benefit expectations but negatively affected by competitive pressure. Furthermore, opportunism judgment is positively influenced by benefit expectations but negatively influenced by competitive pressure and information asymmetry. Collectively, this study provides a good example for understanding the specific issue of public announcement intention in CSR and is an important complementary research for previous studies in the CSR area.     

Performance assessment and optimisation of a large information system by combined customer relationship management and resilience engineering: a mathematical programming approach

ISs and ITs play a critical role in large complex gas corporations. Many factors such as human, organisational and environmental factors affect IS in an organisation. Therefore, investigating ISs success is considered to be a complex problem. Also, because of the competitive business environment and the high amount of information flow in organisations, new issues like resilient ISs and successful customer relationship management (CRM) have emerged. A resilient IS will provide sustainable delivery of information to internal and external customers. This paper presents an integrated approach to enhance and optimise the performance of each component of a large IS based on CRM and resilience engineering (RE) in a gas company. The enhancement of the performance can help ISs to perform business tasks efficiently. The data are collected from standard questionnaires. It is then analysed by data envelopment analysis by selecting the optimal mathematical programming approach. The selected model is validated and verified by principle component analysis method. Finally, CRM and RE factors are identified as influential factors through sensitivity analysis for this particular case study. To the best of our knowledge, this is the first study for performance assessment and optimisation of large IS by combined RE and CRM.     

实施客户关系管理的阻力与成功因素

文章通过对客户关系管理(CustomerRelationshipManagement,CRM)内涵的阐述,介绍了企业实施客户关系管理的难点和阻力,并指出了实施客户关系管理的成功因素。     

Reviewing interfirm relationship quality from a supply chain management perspective

With the overlap of the interfirm relationship quality and supply chain management research in mind, this paper reviewed 100 recent, scientific, English-language papers on interfirm relationship quality based on a categorisation schema derived from a conceptual framework of supply chain management. We aim to contribute to the existing supply chain management literature by providing an insight into the connections of supply chain performance with buyer–supplier relationship quality from the relationship quality scholars’ perspective. Through content analysis, frequency and contingency analysis, we evaluated how the three relationship quality dimensions—information, operational, and relational dimensions—and the three types of supply chain performance—financial and market, operational, and relational performance have been reflected in the current interfirm relationship quality papers and how the scholars have tended to link them to each other. The results reveal that relational dimension plays a key role in SC relationship management and influences performance significantly. Information dimension will affect performance indirectly through relational dimension. However, the impact of the operational dimension on performance varies. In addition, buyers’ and suppliers’ perspectives on the relational drivers of their financial performance may differ. Based on the findings, we suggest promising avenues for future investigation of supply chain relationship and performance.

     

Supplier evaluation in local public services: Application of a model of value for customer

A methodology for evaluating the supplier's performance in a standardised public service is presented with a theoretical application to the water service. It aims at supporting the managers in their efforts to improve the service provided. The basic concept is that the quality of service depends on the quality of the supplier's performances. It is then possible to determine such performances in terms of technical and functional quality as linked with customer satisfaction. It can be expressed in terms of the prevalent value model for the users and the quality of interaction between customer and supplier is a function of the quality of service provided (Q_s). An agent-based model can be defined for simulating the interaction among the actors.     

Gender,public management and organizational performance: evidence from Indonesian public schools

Quality & Quantity - Significant progress has been made to support the positive management-performance link as well as the important role of gender in public management. However, little is...