Virtue ethics and customer relationship management: towards a more holistic approach for the development of ‘best practice’

This paper focuses much‐needed attention on the ethical nature of customer relationship management (CRM) strategies in organisations. The research uses an in‐depth case study to reflect on the design, implementation and use of ‘best practice’ associated with CRM. We argue that conventional CRM philosophy is based on a fairly narrow construct that fails to consider ethical issues appropriately. We highlight why ethical considerations are important when organisations use CRM and how a more holistic approach incorporating some of Alasdair MacIntyre's ideas on virtue ethics could be relevant.     

An empirical model of entry and exit in airline markets

This article considers the effect of airline hub-and-spoke systems on the entry and exit behavior of rival firms in the U.S. airline industry. An analysis of simple entry and exit decisions provides insight into equilibrium conditions that are used to specify discrete choice econometric models. The empirical evidence indicates that hub-and-spoke network characteristics are significant determinants of entry and exit decisions in individual citypair markets.     

Urbanisation and urban management in KwaZulu Natal

Urbanisation and population movements in KwaZulu Natal from 1980 to 1991 and their implications for urban management are examined. People moved out of Natal rural areas and most small towns and into urban and rural KwaZulu areas. The most rapid growth has been in the Durban Functional Region, especially its KwaZulu districts. There has been movement into KwaZulu rural areas, both around urban centres and in outlying areas. A number of the larger towns have experienced population in‐migration even where employment and growth in output have been static or have declined. These trends raise questions about the explanatory value of urban transition models and suggest rather more complex patterns of movement.     

An Insight into the Personal and Emotive Context of Wildlife Viewing at the Penguin Place,Otago Peninsula,New Zealand

The personal and emotive context of visitors’ experiences has been neglected in much sustainable tourist attraction management. This paper applies ASEB demi-grid analysis as a consumer-orientated management tool to facilitate an understanding of the beneficial experiences gained by international visitors to a penguin-watching tourism attraction on the Otago Peninsula, New Zealand. Forty in-depth interviews with visitors showed that the main beneficial experiences gained included reported enhanced environmental awareness (cognition) and ‘mood’ benefits (affection). In addition, several consistent themes emerged from the beneficial experiences reported by tourists, including issues related to viewing, proximity, authenticity and wonder. Findings thus included the perceived importance of visitors to be able to view endangered penguins ‘up close’ in their natural habitat to elicit feelings of exploration and privilege, to appreciate the simplicity and naturalness of the setting and to increase their knowledge of the species through interaction with an experienced guide.     

Mapping the benefits and costs associated with process innovation: The case of RFID adoption

The successful implementation of any innovation requires an understanding of its benefits and costs. This study examines the changes in the magnitude of costs and benefits associated with technology process innovation adoption as the innovation diffuses across different industries. Using RFID as an exemplar technology, the study shows that the magnitude of benefits and costs associated with technological process innovation adoption within different industries varies as technology diffuses beyond early adopters to the early majority. During the early stages of technology evolution, the development cost, the cost of capital, ethical costs and simple direct implementation costs (in the form of the cost of tags) predominate. As a dominant design emerges the profile of costs changes with the emphasis on initiation costs, more holistic direct implementation costs and indirect implementation costs. A similar change in the emphasis of benefits is observed, with a shift from direct to indirect benefits being noticeable as the technology moves from early adopters to early majority adopters. Our findings help to explain the difficulties in consistently measuring innovation outcomes observed in the innovation implementation literature, and emphasize the need to take into consideration the stage of technology development as a significant factor that influences the realised outcomes from innovation implementation.     

Risk-based decision analysis in support of precautionary policies

A decision-analytic model for avoiding a risky activity is presented. The model considers the benefit and cost of avoiding the activity, the probability that the activity is unsafe, and scientific tests or studies that could be conducted to revise the probability that the activity is unsafe. For a single decision maker, thresholds are identified for his or her current subjective probability that the activity is unsafe. These thresholds indicate whether the preferred course of action is avoiding the activity without further study, engaging in the activity without further study, or conducting a test or research programme to obtain additional information and following the result. When these thresholds are low, precautionary action is more likely to be warranted. When there are multiple stakeholders, differences in their perceptions of the benefit and cost of avoidance and differences in their perceptions of the accuracy of the additional information provided by the test or research programme combine to create differences in their decision thresholds. Thus, the model allows for the rational expression of differences among parties in a way that highlights disagreements and possible paths to conflict resolution. The model is illustrated with an application to phytosanitary standards in international trade and examined in terms of recent empirical research on lay perceptions of risks, benefits, and trust. Further research is suggested to improve the elicitation of model components, as a way of fostering the legitimate application of risk-based decision analysis in precautionary policy making.     

Evidence, What Evidence? The Foundations for Housing Policy

Developments in housing policy and practice have been marked by strong ideological stances and a persistent unwillingness to clarify ends and means, so that key policy questions remain unresolved. Evidence can, and does, impact on policy, but only under certain conditions; for example, if it relates to a specific policy question, is restricted to the interests of a single government department and, especially, if it implies reductions in public spending. Moreover, housing's complexity and relationship with a range of policy areas requires a linked perspective, at a local scale. A predominance of sector-specific, cross-sectional and qualitative research, allied to inadequate data impede the production of evidence to meet this challenge.