CRM systems and organizational learning: An exploration of the relationship between CRM effectiveness and the customer information orientation of the firm in industrial markets

The firm's customer relationship management (CRM) system is frequently a central element of the knowledge management function of the firm. It integrates information from internal and external sources to guide managers and field personnel in the development and presentation of the firm's value proposition. But despite the widespread adoption of CRM systems by firms operating in business-to-business markets, there is continued management skepticism concerning the effectiveness of these systems and their association with the firm's overall “customer information orientation.” The present study seeks to shed light on these topics by evaluating the relationship between the customer relationship orientation of the firm and its use of CRM, as well as the association of CRM use with overall firm performance in B-to-B settings across a range of traditional business performance measures. The authors employ a multi-method approach to determine the key variables, including: database currency, internal database utilization, database accuracy and performance based reward systems utilized to operationalize the construct “the firm's customer information orientation” in order to develop statistical measures of the relationships of selected variables. The results of the study provide support for the finding that customer information orientation is indeed associated with CRM system implementation and that CRM use is associated with firm performance in B-to-B markets.     

The case for ethical technology assessment (eTA)

New technologies often give rise to previously unknown ethical problems, and it often takes many years to fully integrate them in society. We propose a new form of technology assessment that will focus on the ethical implications of new technologies; ethical technology assessment (eTA). Ethical technology assessment will serve as a tool for identifying adverse effects of new technologies at an early stage. It should be undertaken in dialogue with technology developers and have the form of a continuous dialogue rather than a single evaluation at a specific point in time. eTA can be conducted on the basis of a check-list that refers to nine crucial ethical aspects of technology; (1) Dissemination and use of information, (2) Control, influence and power, (3) Impact on social contact patterns, (4) Privacy, (5) Sustainability, (6) Human reproduction, (7) Gender, minorities and justice, (8) International relations, and (9) Impact on human values. Ethical technology assessments should not be committed to any particular moral theory. Instead they should be open to different perspectives and solutions.     

The impact of information technology on supply chain capabilities and firm performance: A resource-based view

Organizations increasingly rely on information technology (IT) to improve the supply chain process. Yet, past evidence suggests that the investment in IT per se does not guarantee enhanced organizational performance. Drawing from the resource-based view, this study proposes that IT-enabled supply chain capabilities are firm-specific, and hard-to-copy across organizations. These capabilities can serve as a catalyst in transforming IT-related resources into higher value for a firm. Based on data collected from surveying supply chain and logistics managers in various industries, the present study sheds light on these issues. The findings provide a new perspective in evaluating IT investment in the supply chain process.     

Portugal at the crossroads of change, facing the shock of the new: People, knowledge and ideas fostering the social fabric to facilitate the concentration of knowledge integrated communities

Portugal has recently achieved the average OECD level in terms of the number of researchers per thousand workforce and the need to continue fostering the advanced training of human resources and the concentration of knowledge integrated communities as drivers of larger communities of users is discussed in the context of changing and evolving patterns in Portugal. This requires an ongoing public effort, but also a better understanding of the effectiveness of the mix of public support mechanisms and private incentives for the development of knowledge networks and flows of skilled people in times of increased uncertainty.Our hypothesis gains from the experience of a unique set of international collaborations with leading institutions worldwide that has been successfully developed over the last years based on thematic R&D networks, integrating advanced training initiatives and programs of industrial affiliation. It is in this context that we frame our hypothesis and argue for the need for Portugal to continue attracting and fostering open and dynamic “creative communities”.The main policy implication of our analysis is that Portugal needs to double the number of researchers per thousand workforce in the coming years. This requires a broad social basis for science policies across a wide range of public and private sectors, as well as that innovation is considered together with competence building and the need to foster individual skills through the complex interaction between formal and informal qualifications. Emerging user-centered innovation requires users able to access new knowledge. This implies a broad societal engagement in knowledge activities, including higher education enrolment, and we need to strengthen the top of the research system in order to create a locus of knowledge production at the highest level. But it also implies consideration of the social shaping of technology, because incentives and infrastructures do not operate in a vacuum, but shape and are shaped by the particular context in which they operate. Strengthening external societal links and “system linkages” is critical in making the institutional changes required to meet the needs of global competition and the knowledge economy.     

Developing network insight

A challenge facing organizations is that of amalgamating possibilities which do not exist in a transparent and concentrated form, but rather as dispersed individual cognitive ‘pictures’ perceived by managers embedded in business networks. Based on our research of business networks involving manufacturers of consumer goods, pharmaceutical companies, producers of semiconductors and telecommunication and utility service providers, we propose the concept of network insight, which does not consist merely of extant pictures held by individual managers, but is grounded in the practice of inter-firm exchange. We argue that developing network insight is a managerial challenge encompassing the amalgamation of dispersed pieces of atomized network pictures through heedful, multilateral interactions. Such a managerial activity transcends the task-specific knowledge base of managerial cognition and leads to objectified organizational learning within a business network. Managers that develop insight in business networks are able to mobilize other actors and create a competitive advantage for their organization that is crucial for innovation and growth.     

Foresight — balancing between increasing variety and productive convergence

Extensive involvement of social actors and perspectives is an increasing trend in foresight. Simultaneously, however, the theoretical literature suggests that there is a trade-off between increasing variety and productive convergence. The paper examines, through a sample of recent foresight exercises, how European foresight balances between variety and convergence. The findings support the existence of a trade-off, and suggest that it can be classified in two sub-categories: one between involvement and instrumentality, the other between creativeness and stakeholding. The study offers several options for reconciling and counterbalancing the mutually exclusive inclinations in the organising of foresight.     

MONETARY POLICY INDICATORS AS PREDICTORS OF STOCK RETURNS

We explore the linkage between stock return predictability and the monetary sector by examining alternative proxies for monetary policy. Using two complementary methods, we document that failure to condition on the Fed's broad policy stance causes a substantial understatement in the ability of monetary policy measures to predict returns. Industry analyses suggest that cross‐industry return differences are also linked to changes in monetary conditions, as monetary policy has the strongest (weakest) relation with returns for cyclical (defensive) industries. Overall, we find that monetary conditions have a prominent and systematic relation with future stock returns, even in the presence of business conditions.     

Innovation diffusion with generation substitution effects

Markets of high technology products and services, such as telecommunications, are described by fast technological changes and rapid generational substitutions. Since the conventional modeling approaches that are based on diffusion models do not usually incorporate this important aspect into their formulations, the accuracy of the provided forecasts is consequently affected. The work presented in this paper is concerned with the development of a methodology for describing innovation diffusion, in the context of generation substitution. For this purpose, a dynamic diffusion model is developed and evaluated, based on the assumption that the saturation level of the market does not remain constant throughout the diffusion process but is affected by the diffusion of its descendant generation, as soon as the latter is introduced into the market. In contradiction to the conventional diffusion models, which assume static saturation levels, the proposed approach incorporates the effects of generation substitution and develops a diffusion model with a dynamic ceiling. The importance of such an approach is especially significant for markets characterized by rapid technological and generational changes. Evaluation of the proposed methodology was performed over 2G and 3G historical data and for a number of European countries, providing quite accurate estimation and forecasting results, along with important information regarding the rate of generation substitution.     

A taxonomic review of methods and tools applied in technology assessment

Technology Assessment (TA) has been a growing field of management study for the past four decades. An increasing number of studies have been carried out over the years contributing to the development of TA literature. Some of these studies summarized the history and growth of the field during its evolution. However, there has been no effort made to present an overview of the methods and tools that have been cited in TA literature. This paper attempts to fill that void. A thorough review of the TA articles published in leading journals in the management of technology field is conducted to identify the research methods or tools in those studies. The paper provides an introductory review of the use of technology assessment terminology during its development, which helps the readers avoid the confusion of the TA concept since its origination in public decision making forty years ago and where it is now — widely adopted in other sectors. A thorough presentation of the approaches, methods and tools that have been introduced or employed in both mainstream TA and “inverted TA” studies is then provided. The main content of the paper is related to the works published in leading international journals that involve certain research methods or techniques.     

Internationalization of the organizational field: Swedish grocery retailers in the European integration process

Abstract

This article describes how import of ideas and practices influence an industry that is in an early stage of internationalization, as well as part of European integration. By using institutional theory, such a situation is depicted as an expansion of the organizational field, in which international isomorphism between organizations has commenced. Studying Swedish grocery retailing, a new set of ideas was found regarding what constitutes an efficient organization. This included centralization, vertical integration and brand management, and it was strongly influenced by foreign actors and markets. We conclude that isomorphism occurs in a decreasingly national field, although not entirely pan-European in character, and that international diffusion of ideas and practices reshape markets, partly independent of goods and capital flows.