The impact of new technologies on customer satisfaction and business to business customer relationships: Evidence from the soft drinks industry

Sales technology has been touted as a primary tool for enhancing customer relationship management (CRM) and thus improving overall customer satisfaction. The marketing, IT, and practitioner literatures make numerous references to the impact of CRM on business orientation and performance. However, according to Richard et al. (2007), not many studies have investigated customer relationship technology adopted by a firm and the impact on relationship development. The aim of this paper is to examine the relative impact of new technologies on improving customer relations and overall customer satisfaction within the sales industry. New technologies have revolutionised the workplace and have become an integral part of organisations throughout the world (Forster, 2000). Driving this revolution are two powerful new forces, cyberspace and computing power. This article defines three key terms which include CRM, customer satisfaction and new technologies and evaluates the impact of these emerging technological developments on relationships and customer satisfaction in a sales force/customer context. Primary research was conducted using two focus groups consisting of nine participants from Britvic. The analysis reveals that technology is both beneficial and essential within the sales force industry for both the sales representative and their customers and provides an insight into the impact of technology on the sales force/customer relationship. The paper concludes with reference to new technologies and the future.     

The share of small and medium-sized enterprise in Greek manufacturing

This paper examines the determinants of small establishment shares in Greek manufacturing and compares the results to previous findings for U.S. small firms. Two groups of explanatory variables are used: Industry variables and small-firm performance variables. Both types of variables are found to have an impact on the determination of small firms shares, with performance variables being at least as strong as industry variables. Measures of entry barriers give mixed results. Capital intensity exercizes an expected negative impact. Advertising intensity shows a trace of positive impact for medium-sized establishments in consumer goods sectors. Operating efficiency of small firms also appears as a strong influence on their shares whereas investment intensity does not appear significant. These results are in partial agreement to earlier findings for U.S. small firms. Their generality is tempered both by the fact that they come from a small country of middle level of development and by the recognition that the year of observation (1983) was at the start of Greece's industrial adjustment to entry in the EEC. Both these concerns constitute areas of future research.     

The perception of tourism in coffee-producing equatorial countries: An empirical analysis

Some scholars have emphasized the importance of food tourism in mature and certain emergent economies for growing consumption-related products (e.g., wine, beer, rice, and tea) and attempts have been made to study tourism levers and threats in developing economies. However, to the best of our knowledge, little research has been conducted on the potential development of tourism activities centered on coffee producers and their farms in equatorial countries to determine whether a coffee tourism market is developing in these locales and if this could enhance these countries’ brand perceptions. Thus, this study explores the antecedents of the perceptions, potentialities, attitudes, and behavior of tourists specifically with regard to coffee tourism and coffee cultivation visits. To achieve our goal, we employ a quantitative method involving a survey of potential tourists. Our findings indicate that while the effects of gender and age on the perceptions of coffee cultivation visits are not significant, the effects of coffee consumption and travel in coffee-producing countries are positive and significant. These findings help us draw some relevant theoretical and managerial implications.     

Environmental strategies in spanish hotels: contextual factors and performance

This article is a study of the environmental strategies adopted in the service industry and their impact on a firm's performance. More specifically, we define the environmental strategies of 268 Spanish hotels, based on their environmental protection activities and the use of these as an argument for competition. They have been categorised into four groups. We observed the difference between each of these environmental strategies as regards certain contextual variables and performance. Our findings suggest that firms in the groups with more developed environmental strategies are associated with a higher level of environmental performance but not necessarily with economic performance.     

The behavioural intentions of specialty coffee consumers in South Africa

More than 1.6 billion cups of coffee are consumed worldwide on a daily basis. South Africa is rapidly adapting to worldwide trends with speciality coffee consumption on the rise, with South Africa recently having been recognised as a key player in the speciality coffee industry. Emerging market trends in speciality coffee consumption have resulted in a number of changes in consumption patterns, preferences and consumer behaviour. The purpose of this study was to determine the behavioural intention of speciality coffee consumers in South Africa, using the Theory of Planned Behaviour. The data were gathered from a non‐probability sample of 327 respondents, who were selected through a self‐completion online questionnaire. The results indicate that males consume more speciality coffee than females. The majority of respondents consume speciality coffee more than once a day, and foam cappuccinos are consumed most regularly. The results of the stepwise multiple regression analysis demonstrate the utility of the Theory of Planned Behaviour as a conceptual framework for predicting the behavioural intention of speciality coffee consumers. The findings indicate that attitude, subjective norms and perceived behavioural control are important predictors of behavioural intention. Furthermore, perceived behavioural control is the most important factor influencing speciality coffee consumption, and the most influential of the direct measures of the Theory of Planned Behaviour. With the current rise in speciality coffee consumption among South Africans, the Theory of Planned Behaviour framework contributes to understanding those factors which influence regular speciality coffee consumption. It is recommended that marketers and practitioners adapt their offerings to appeal to the specific needs of the growing speciality coffee market in South Africa.     

Implementing Market Segmentation Strategies in UK Personal Financial Services: Problems and Progress

Most academic research into segmentation in the financial services industry has focused on alternative analytical approaches and base variables; relatively little attention has been paid to implementation issues, despite managementS concerns about the practicality and usefulness of segmentation. Some significant barriers to effective implementation of segmentation have been encountered by major financial services firms. This paper reviews these barriers, and finds that weaknesses in customer data, and the importance of a good fit with the company'S distribution channels, can limit the range of segmentation approaches that a company can adopt, while the organisational context, structure and strategic positioning canfail to support effective segmentation. The paper also considers some of the newer entrants to the financial services industry, and finds that they are making progress in all of these areas.     

Integrated Project Teams: the way forward for UK defence procurement

This paper looks at a particular aspect of the Smart Procurement Initiative which was announced in the Strategic Defence Review, that of Integrated Project Teams. These teams aim to bring together all the relevant stakeholders from the Ministry of Defence, armed forces and industry. Much has been written on the perceived benefits these teams will bring to the procurement process in their management of a project from ‘cradle to grave’. This paper examines the potential pitfalls that lay ahead and the factors the Ministry of Defence will have to take into account in order for them to succeed.     

Stakeholder engagement through empowerment: The case of coffee farmers

While most studies on stakeholder engagement focus on high‐power stakeholders (typically, employees), limited attention has been devoted to the engagement of low‐power stakeholders. These have been defined as vulnerable stakeholders for their low capacity to influence corporations. Our research is framed around the engagement of low‐power stakeholders in the coffee industry who are, paradoxically, critical resource providers for the major roasters. Through the case study of Lavazza—the leading Italian roaster—we investigate empowerment actions addressed to smallholder farmers located in Brazil, India, East Africa, Haiti, and the Dominican Republic. We contribute to the theoretical discussion around engagement and empowerment by developing a framework linking together areas of empowerment (defined in the literature) and specific empowerment actions (emerging from our interviews). Our insights shed light on how organizations can design empowerment strategies leading to more effective stakeholder engagement and how empowerment actions can contribute to turn low‐power stakeholders into active business partners. We demonstrate that moving from a traditional competitive view of corporate–stakeholder relationships to a stakeholder theory view based on a logic of cooperative partnerships reinforces the idea that stakeholder engagement and empowerment are both entangled with the value creation process.     

Determinants of insurance pervasiveness: a cross-national analysis

Macroeconomic variables have previously been studied to better understand the varying degree of insurance pervasiveness across countries, but the impact of sociocultural variables on the degree of insurance pervasiveness has not been extensively researched. Using data from a representative sample of 37 countries across the globe, we find that certain cultural and sociopolitical variables can significantly influence the level of insurance pervasiveness. Specifically, we find that the masculine–feminine dimension of national culture, aggregate income, sociopolitical stability, and government regulation have statistically significant effects. Besides being additions to this body of knowledge, these results provide important revelations that represent valuable information to various constituents of the insurance industry.     

Challenges and opportunities of new retail horizons in emerging markets: The case of a rising coffee culture in China

Economic growth and a rising middle class consumer base make emerging markets an attractive prospect for many international businesses. Changing patterns of retail in these countries present opportunities for business expansion that many are keen to capitalize on, but also present challenges for reaching their ambitions. This article examines the growth of the coffee shop industry in China—considering its key dynamics and drivers—in order to address questions about successful retail expansion in emerging markets. We aim to explore how changing consumer cultures have contributed to a rapidly growing industry and what strategies businesses have used to enter the market and maintain growth, as well as considerations for potential retail success in the future.     

The Restaurant Revolution-Growth,Change and Strategy in the International Foodservice Industry

Summary

This paper reports the results of a two-year investigation into the forces driving change in the global foodservice industry and the identification and analysis of competitive methods used by multinationals to respond to these forces. The five forces identified are: (1) globalization and economic change, (2) a knowledge based environment, (3) the future labor force and its entrants, (4) concern for well being, and (5) threatened natural resources. The competitive methods as identified by analyzing multinational foodservice firms are: (1) strategic expansion into the international marketplace, (2) investment in technological development, (3) internal competency development, (4) effective communication to target markets, and (5) competitive pricing strategies. Using the co-alignment model of strategy as the underpinning of the analysis it was determined that multinational firms have responded well to the forces of globalization and economic change, and the knowledge based environment. However, it appears that little competitive methods have been developed to address the forces such as labor force, well being and threatened natural resources. The implication here is that firms that are not in alignment with environmental forces will have to address this concern if they expect to continue to add value for all industry stakeholders.     

Customer Satisfaction,Service Quality and Perceived Value: An Integrative Model

The present study examines the relationships among customer satisfaction, service quality and perceived value. These variables are increasingly recognised as being sources of competitive advantage. However, little empirical research has been conducted to examine these variables simultaneously and their relationships with post-purchase behaviour. The present study was therefore designed to develop an understanding of the relationships among these variables and their influence on postpurchase behaviour. An integrative model was developed and tested using data collected from customers in the restaurant industry. The results reveal that customer satisfaction and perceived value significantly influence post-purchase behaviour. Implications of the findings and areas for future research are discussed.     

Sectoral Analysis of Corporate Capital Structure Choice–Emerging Market Evidence from Sri Lanka

ABSTRACT

This paper empirically investigates the overall corporate capital structure of the Sri Lankan-listed companies, the determinants in general and the inter-industry differences in particular. The impact of ten determinants has been analyzed cross-sectionally, both for the market as a whole and for each individual industry, to observe any sectoral differences. Though the long-term debt utilization is relatively low in the financial structure of Sri Lankan firms, the variables of capital structure choice are not significantly different from those located in developed markets signaling a positive move towards a market-driven economy. Yet, variations could be seen across industry classes to some extent in terms of their capital structure decisions, confirming the evidences of literature.     

Changing Concentration in the Beef and Pork Industries and the Degree of Competition

The four fm concentration level in the beef industry has increased since 1972 and reached 7 1.6% for steers and heifers in 1990. The concentration in the pork industry has been steady except for the last few years. The elasticities of price transmission at the farm to retail level are indicative of competitive market forces for each species. The farm to retail marketing margins have been increasing for both species at an annual rate of 2.88 cents per pound for beef and 5.06 cents per pound for pork. These annual increases do not appear indicative of abusive use of market power by the firms that dominate these sectors when compared with the annual rates of increase for all food items.     

Governing Corporate Social Responsibility: An Assessment of the Contribution of the UN Global Compact to CSR Strategies in the Telecommunications Industry

CSR has become an important element in the business strategy of a growing number of companies worldwide. A large number of initiatives have been developed that aim to support companies in developing, implementing, and communicating about CSR. The Global Compact (GC), initiated by the United Nations, stands out. Since its launch in 2000, it has grown to about 2900 companies and 3800 members in total. The GC combines several mechanisms to support CSR strategies: normative principles, networks for learning and co-operation, and communication and transparency about CSR activities. However, up to now only a few empirical evaluations of the contribution of the GC to CSR strategies have been conducted that however have not differentiated between different types of companies (regarding type of industry or regarding the maturity of CSR). This paper aims to partly fill this knowledge gap by a case study examination of three frontrunner companies in the telecommunications industry. The results show that the GC is only one of the many initiatives that these companies employ in shaping, implementing, and reporting about their CSR strategies, and that its role is at most modest. There are two important reasons. One is that many of the CSR issues that these companies deal with are industry specific and are hence addressed in specific networks. The second reason is that the GC principles are perceived as minimum requirements that do not provide many incentives to the three case study companies to perform better. A differentiation of norms for GC members is expected to enhance the contribution of the GC to CSR strategy employment, not only for frontrunner companies but as well for other categories of companies.     

Technological Convergence in the IT Industry: The Role of Strategic Technology Alliances and Technological Competencies

For some time now, the convergence of the telecommunications and computer industries into a single 'information and entertainment' industry has been predicted. The acquisitions that appeared to be bringing such a convergence about have not, however, proved particularly successful. The paper suggests that one factor behind the relatively low degree of convergence may be inertia. Following evolutionary and ecological theory, the paper argues that both external and internal inertial forces reduce the ability of firms to deal with changes in their technological cores. The paper concludes that technological convergence, although apparent on the technological and product/market level, does not seem to have affected the 'core' competencies of major IT companies.     

Economic policy uncertainty and cash holdings: Evidence from BRIC countries

This paper examines the effect of Economic Policy Uncertainty (EPU) on cash holding decisions of firms in BRIC countries. Our focus is on the firms in BRIC countries, a particularly interesting group of countries to consider given their increasingly important role in the world economy. By using firm-level data through the 10 years period of 2006–2015, we find that firms prefer to hold more cash when uncertainty increases after controlling for firm level variables with industry and year fixed effects. The results are robust to alternative control variables, EPU calculations and selection of sub-samples. In addition to the country specific EPU levels, global EPU also has a significant positive impact on corporate cash holdings.     

The determinants of exit in an open economy

In this paper the determinants of exit are investigated for the manufacturing sector of the United States economy, which has been subjected to growing international influences. The analysis uses United States cross-sectional data. The results of the exit equation suggest that low profitability, declining industry growth, and displacement of incumbents by entrants foster exit. International influences are also seen to have an impact on U.S. manufacturing exit. Specifically, imports into an industry have a small effect on exit and protection has little influence in stemming exit.I would like to thank John Mayo, Don Clark, Ron Shrieves, Robert Feinberg, Joseph Shaanan and an anonymous referee for their comments on earlier drafts of this paper. The views in this paper do not necessarily reflect those of the Commission. The usual caveat applies.     

金融支持与辽宁中小高科技企业可持续发展

中小高科技企业是辽宁经济的重要组成部分,其发展的好坏直接影响辽宁省经济的运行状况。据统计,在辽宁各个高新技术开发区,中小企业已占企业总数的80%,尤其是中小高科技企业发展迅速,对地区生产总值的贡献已超过国有大中型企业居于主导地位,为辽宁省传统工业转型和体制创新提供了技术支撑,成为辽宁省经济结构调整和可持续发展的主要动力之一。但中小高科技企业,在发展过程中普遍遇到了融资难的问题,资金缺口一直困扰着几乎所有的中小高科技企业,成为制约其持续、健康、稳定发展的瓶颈。因此,迫切希望能够找到可行和有效的措施来解决中小企业融资问题,金融支持也就成为辽宁省中小企业可持续发展的重要内容。     

Market Reforms and Commodity Price Volatility: The Case of East African Coffee Market

The goal of this paper is to examine the impact of commodity market reforms on producer price volatility using evidence from the East African coffee market. The results, based on time‐varying volatility models and key summary statistics, show that coffee market reforms in the East African Community (EAC) are associated with changes in producer price volatility and volatility persistence at both country and regional levels. However, reforms were not the only cause of changes in price volatility. The study further shows that reforms had different effects on prices volatilities of Arabica and Robusta varieties of coffee grown in individual EAC countries. These findings have wider implication for commodity market reforms and producer price stabilisation policies in the EAC and coffee producing countries in sub‐Sahara Africa.