Developing customised CRM projects: The role of industry norms,organisational context and customer expectations on CRM implementation

This research paper investigates the influence of industry, organisational, and customer context on customer relationship management (CRM) projects. Organisations go through four phases in their CRM projects (assessment, design, implementation, and evaluation), yet the impact of industry norms, organisational contexts, and customer expectations on each phase are rarely examined. A longitudinal case study approach with six cases was used to investigate the potential impact of contextual factors on CRM projects. The cases covered a range of industries, organisational structures, and customer types. We found that current industry conditions and customer expectations influence the reasons for undertaking CRM and the assessment stage of the project. The organisational context has a noticeable impact on the design and implementation project stages. At the evaluation level, customer responses combined with organisational expectations affect the perceived success of the projects. By understanding the impact of context, customised CRM projects can be developed.     

The Influence of Digital Design and IT on Modular Product Architecture

The architecture of a product is the design and specification of inherent subsystems, components, and interfaces between subsystems. Well‐defined interfaces allow the development of standardized subsystems that may be shared across product lines, e.g., technology platforms. Past research shows the benefits of modular product architecture in terms of improving cost of goods through common components and materials as well as improving development time cycles for derivative products. Product architecture does not occur by accident; it must be engineered and implemented. This study explores the impact of digital design and information technology (IT) on the development of modular product architectures. Through an empirical study of 122 firms and follow‐up interviews with several respondents, we study the impact of digital design tools and IT infrastructure on the development of modular product architecture and overall project outcomes. The results indicate that a firm's IT infrastructure has a strong, significant relationship with the development of modular product architecture. The findings also show a strong, positive relationship between the development of modular product architecture and project outcomes. However, in contrast to the common perception that digital design tools enhance R&D productivity and effectiveness, we do not find a significant relationship between digital design tool usage and modular product architecture or overall project outcomes. The findings suggest that digital design tools and their organizational implementation need improvement in up‐front new product development phases.     

From vision to action: Framing the Leitbild concept in the context of landscape planning

Reviewing landscape developments in the last decades evidently shows that in the future most pressing changes can be expected for the land surface. This indispensably calls for strategic approaches based on visions and transdisciplinary creativity. Hence, this paper critically reviews the Leitbild concept, an idea on spatial planning which has been widely discussed in the German-speaking planning literature but which has received scant attention elsewhere. Although the term has been translated as a ‘vision’, this paper shows that the concept is far richer in its content than these casual translations suggest. The paper shows that it defines a particular paradigm for landscape planning that embodies a transdisciplinary approach in which lay-people and experts develop both goals and strategies for realising their joint visions. A systematic overview of the key characteristics that make up the Leitbild approach is provided and set in relation to already available approaches for decision makers. Although there are similarities between the Leitbild approach and other planning and decision-support tools, such as Environmental Impact Assessment (EIA), Strategic Impact Assessment (SEA) and Sustainability Impact Assessment (SIA-sust), the paper shows that the particular combination of issues considered when developing a Leitbild makes it distinctive. Through an iterative process, the development of a Leitbild allows new approaches to spatial planning in which space and place can be considered as a social construct, and in which the values and understandings of local actors can be better represented.     

Gender‐Specific Preferences in Global Performance Management: An Empirical Study of Male and Female Managers in a Multinational Context

This study investigates gender‐specific preferences in one important human resource management (HRM) practice—namely, global performance management (GPM). GPM has major consequences for the career advancement of women and can therefore also represent a barrier if it is rooted in traditional male corporate cultures. As prior research suggests that the underrepresentation of women in top management positions is a worldwide phenomenon with only minor national variations, empirical data were collected in five countries belonging to various cultural clusters: China, France, Germany, South Africa, and the United States. For all countries, the results show that preferences vary significantly between male and female managers for crucial parts of the GPM system (actors’ roles, evaluation methods, feedback procedures, and GPM purposes). This study confirms that the preferences of female managers do not match more male‐oriented GPM practices, indicating that female managers are less satisfied with existing GPM procedures. It was particularly surprising to find that these gender differences do not vary according to cultural background, but rather display the same pattern in all investigated countries. These findings not only have the potential to explain the often‐limited career advancement of women, but also have major implications for multinational companies aiming to retain talented women. © 2014 Wiley Periodicals, Inc.     

A Macroeconomic Perspective on Reserve Accumulation

This paper nests the buffer stock model within a standard open-economy model to capture two motives for international reserves accumulation—the insurance motive and the export-led growth motive. The model is solved for two exchange-rate policies, discretion and a rule with escape clause. It illustrates the behavior of international reserves and other macroeconomic variables when the policymaker pursues output and inflation stabilization and recognizes the supply of reserves can constrain the choice of exchange rate and the choice of exchange rate affects the supply of reserves. When output is below potential, it is optimal under both discretion and the rule to adopt a weak currency and promote export-led growth to achieve output and inflation stabilization. This policy leads to reserve accumulation and is consistent with the behavior of China. When reserves are low initially, welfare is higher when the policymaker follows a rule.     

A method for calculating export supply and import demand elasticities

This article has a dual aim. First, it sets out to underline a learning-by-exporting effect in Spanish firms between 1991 and 2002. It further seeks to outline the conditions allowing firms to benefit from these spillover effects. Using a propensity score matching method, a group of firms having entered the export market (treatment group) is compared with a similar group of non-exporting firms (control group), and difference-in-differences regressions are carried out. The results show a cumulative productivity differential of 32% for the first four years of exporting, with continuous improvement in productivity. After three years of exporting, productivity gain is still approximately 10%. This study shows that increases in capacity utilisation and competitive pressure from foreign markets are insufficient to explain this causal link between exporting and total factor productivity (TFP). It is thus possible to deduce the presence of a learning-by-exporting effect, benefiting firms with sufficiently qualified employees and which are already engaged in international relations (due to foreign suppliers and/or foreign equity participation).     

The Protected Area Visitor Impact Management (PAVIM) Framework: A Simplified Process for Making Management Decisions

Ecotourism and protected area visitation in Central and South America have resulted in ecological impacts, which some protected areas managers have addressed by employing visitor impact management frameworks. In this paper, we propose the Protected Area Visitor Impact Management (PAVIM) framework as an alternative to carrying capacity and other frameworks such as Limits of Acceptable Change. We use a set of evaluation criteria to compare the relative positive and negative attributes of carrying capacity, other decision-making frameworks and the new framework, within the context of their actual and potential use in Central and South America. Positive attributes of PAVIM include simplicity, flexibility, cost effectiveness, timeliness and incorporating input from stakeholders and local residents. Negative attributes include diminished objectivity and cultural sensitivity issues. Further research and application of PAVIM are recommended.     

An application of stakeholder theory to advance community participation in tourism planning: the case for engaging immigrants as fringe stakeholders

Community participation has long been viewed as an important tenet of tourism planning, and there is general consensus among researchers that engaging all stakeholder groups contributes to tourism sustainability. However, there are gaps in the literature, and challenges in practice, that call for further research. Among these are the dynamics of heterogeneous community groups and that not all community subgroups have equal opportunity to participate in tourism planning. This paper attempts to advance community participation by drawing on progressive approaches to stakeholder theory in the management field and by exploring, for the first time, the engagement of immigrants in tourism planning as fringe stakeholders, representative of present and future community dynamics. Bringing first generation immigrants as an important but less studied segment within the broader host community into focus moves tourism planning toward a more inclusive approach to community engagement, reflecting increased diversity and change in host communities.     

Domestic Market Structure and Performance in Global Markets: Theory and Empirical Evidence from U.S. Food Manufacturing Industries

This paper formally articulates Porter's hypothesis that the degree of competition in domestic markets is positively linked to performance in international markets. Hypotheses are tested using measures of the trade performance of U.S. food manufacturing industries as proxies for international competitiveness. Empirical results are generally consistent with Porter's hypothesis; net export share is negatively related to industry concentration. The competitiveness of agricultural inputs, R & D intensity, and trade barriers of other countries were also found to be important determinants of the performance of these industries in global markets.