CRM analytics: The fuel for the engine

How often are there articles about customer relations (CRM) in the press today? Almost as many as there were about Year 2000 last year! How many companies state that the customer is king but can do or are doing anything about this? Few really attempt to improve or build relationships with customers or increase their product holdings; treating a customer as an individual and not just another record is still rare. The opinion in many companies seems to be that they can buy a system to deliver what is needed, which is true, but the system is only as good as the rules that drive it, hence the emergence of CRM analytics. This paper aims to illustrate to the reader how a company can start to apply CRM from an analytical rather than from a purely technological angle.     

Grocers' window displays: The eclipse of a British tradition

By reference to period retailing narratives, this paper examines the changed significance of shop window displays for British grocers with the transition from counter‐based to self‐service from the late 1940s to the 1960s. The ‘well‐dressed’ window showing a selection of goods and price offers became an early casualty of changed retail practices. Opportunities presented by self‐service for comprehensive stock displays and in‐store promotion proved a decisive challenge to the art of the grocer's window display. These displays had been ubiquitous; large and small shops alike tried to impress passers‐by with examples of their stock range. Self‐service shops had different internal space requirements and soon it was more important that potential customers could see the well‐stocked aisles and activity within.     

Real Wicksell Effect,Demand for Capital and Stability

The aim of this paper is to study the relationship between reverse capital deepening and instability of the equilibrium between investments and savings. It is shown for a model with n commodities, infinitely many linear technique of production, and overlapping generations that a badly behaved real Wicksell effect, as in the case of a ‘reswitching of techniques’, can involve instability.     

Unpacking the Goal Congruence–Organizational Deviance Relationship: The Roles of Work Engagement and Emotional Intelligence

Drawing from research on person–organization fit, work engagement, and emotional intelligence, this study investigates the mediating role of work engagement in the link between goal congruence and organizational deviance, as well as how this mediating effect might be moderated by emotional intelligence. Data captured from 272 employees of four IT companies show that the goal congruence between employees and their supervisor negatively affects the former’s organizational deviance, though this effect disappears when controlling for the intermediate role of work engagement. Further, emotional intelligence moderates both the positive relationship between goal congruence and work engagement and the negative relationship between work engagement and organizational deviance, such that these relationships become invigorated at higher levels of emotional intelligence. The findings also reveal that the indirect effect of goal congruence on organizational deviance through work engagement is more pronounced at higher levels of emotional intelligence, which offers evidence of moderated mediation. These findings have significant implications for research and practice.     

Experience,change and vulnerability: consumer education for older people revisited

Everyday consumer transactions have the same potential for unexpected consequence whatever the age of the consumers involved. Young and old alike can find that products and services fail to live up to performance claims and that they are left with problems not easily resolved, or costs that are difficult to recover. While not overlooking consumer heterogeneity – especially on the basis of age – older consumers are arguably distinguishable in terms of the social and financial context in which they make decisions and attempt to redress problems. In 1988, attention was drawn to the need for consumer education to look beyond generic objectives to the specific situation of older people and their transactions. More than a decade later, in an allegedly consumer‐oriented society, the issue is revisited here to assess the argument's current relevance. Despite the increased availability of information for decisions and consumer protection, difficulties persist in the way information is presented or accessed. Chameleon‐like, old problems become manifest in new unfamiliar ways and invalidate experience. Consumer education today is as important as it was in 1988. Arguably, technological change means that the need for a better understanding of dangers, rights and redress procedures is greater than ever and the needs of older people in increasingly complex private and public sector transaction environments are all the more pressing. However, a fundamental revision of the way we approach the design of products, services and environments is needed to improve prospects for older consumers.     

HR professional development: creating the future creators at the University of Michigan Business School

This article focuses on the development of mid‐ to senior‐level HR professionals through a public program offered at the University of Michigan Business School. We suggest that developing HR professionals requires a theory of competencies about what HR professionals must know and do and a development experience based on those competencies. We highlight how we have created a competency model over the last decade and designed our HR executive programs to deliver against this model. We also show the pedagogical techniques used to deliver these competencies. © 1999 John Wiley & Sons, Inc.     

Pupils' attitudes to technology in key stage 3 of the national curriculum: A study of pupils in South Wales

This paper describes part of a continuing research project based at the University of Wales, Swansea, which is investigating pupils' attitudes to a range of national curriculum subjects. There has been no major national funded project to evaluate the national curriculum from pupils' perspectives. The market economy philosophy adopted by the present government is restricted in the meaning of choice given to consumers of education. Pupils' opinions are rarely sought out.The paper describes the results gained from a Likert-type attitude scale and subsequent follow-up interviews with a selection of pupils aged 13 and 14 years in secondary schools across South Wales.     

A strategy,structure, human resource database: OASIS

Traditionally, strategic planners and human resource professionals have taken separate approaches in their attempts to improve organization functioning. As a result, strategic planners lack important information that affects the implementation of their plans and human resource managers have little impact on the strategic direction of their orgnizations. The University of Michigan, Hay Associates, and The Strategic Planning Institute have come together in a new venture to build a multicompany database that links organization characteristics and human resource and strategic planning practices with data on company financial performance. The database will be used to make intercompany comparisons on significant organization variables and to identify those practices that lead to improved financial performance.     

The enterprise response to industrial relations legislation

The authors report a study into the impact of the former Labour Government's industrial relations legislation, much of which remains on the statute book. They focus on joint health and safety committees and provide a useful starting point for further research concerned to develop a model of firm response to industrial relations legislation in any particular subject area.