Organizational Learning and CRM Success: A Model for Linking Organizational Practices,Customer Data Quality,and Performance

A high quality customer database is a cornerstone of successful interactive marketing strategies and tactics. Based on the notion that customer data quality is not only a technical but also an organizational problem, this study develops and tests an organizational learning framework of the relationship between organizational processes, customer data quality and firm performance. The findings show that high quality customer data impact both customer and business performance and that the most important driver of customer data quality comes from the executive suite. A large portion of the impact of organizational culture on performance is mediated by customer data quality and data sharing. The results support the presence of a hierarchy of effects for enhancing data quality that runs from organizational learning (committed to a shared vision for CRM data), to cross-functional learning (marketing/IT cooperation, marketing/IT integration) to functional learning (data sharing).     

A tail of two personalities: How canine companions shape relationships and well-being

More people own pets than ever before. Further, people spend more money on pets than they ever have. The increase in pet ownership and spending on pets provides evidence of the importance humans place on the pets in their lives. This study explores the relationships between humans and their animal companions, specifically canine companions. Drawing on decades of research on personality, relationships, and well-being, the current research takes a cross-species approach to examine the influence of pet personalities on human outcomes. Using personality assessments for human and dog, the article examines how both personalities impact relationship satisfaction. The article also examines how human-dog closeness impacts owner well-being. Some findings corroborate results found in the human personality and relationship literature, but others point to some unique aspects of the human-dog bond. These results not only shed light on the human-dog relationship but also suggest some departures from the human relationship literature that could be explored in future research.     

Interactive strategy formation: Organizational and entrepreneurial factors related to effective customer information systems practices in B2B firms

Interactive marketing requires that a firm learn about its customers and remember what the customer has said to personalize communications and customize product offerings to those customers. This type of marketing requires that customer information be actively managed because information from and about the customer is the core of marketing decision-making. In-depth interviews with 17 managers in five firms identified specific organizational and entrepreneurial factors pertinent to the strategic management of customer information. The research suggests that interactive marketing require a company that can itself be interactive with its internal and external environment to create strategies that can succeed in a changing environment.One exemplary company was compared to four others to uncover organizational issues and processes leading to effective management of customer information. Using the Resource-Based View and the importance of the effective management of intangible assets as its starting point, this research illuminated the processes involved with collecting and disseminating information and highlighted the firms' struggle with issues of inter-functional conflict. Perhaps most importantly, from a strategy-formation point of view, customer-centric strategies related to customer information management were found to be developed interactively, as a dialogue between middle and upper management, using customer data and competitive trends.     

Cause‐Related Marketing from the Nonprofit's Perspective: Classifying Goals and Experienced Outcomes

This research examines the cause‐related marketing (CRM) experience from a nonprofit (NPO) perspective, using qualitative and quantitative methods. U.S. NPO managers with direct CRM experience (n = 154) participated. Results demonstrate that NPOs have both first order (immediate financial support) and second order (less tangible, longer term) goals when undertaking CRM, and that they generally realize these outcomes, though not always. NPOs primarily seek event support, networking opportunities and public awareness, followed by funding opportunities, with less emphasis on gaining business expertise. This research extends the framework of Gourville and Rangan (2004 Gourville, J. T. and Rangan, V. K. 2004. Valuing the cause marketing relationship.. California Management Review, 47: 38–57. [Crossref], [Web of Science ®] , [Google Scholar]) by offering a more precise, differentiated model.     

Corporate Support for Employee Volunteerism Within Canada: A Cross-Cultural Perspective

Company support for employee volunteerism (CSEV) is one mechanism whereby businesses meet the escalating expectation for corporate social responsibility (CSR). Institutional theory is applied to examine patterns of convergence and divergence in CSR programs cross culturally, with a particular focus on intra-country cultural differences. Using a national (Canada) survey of businesses, we examine cross-cultural differences regarding CSEV in two regions of Canada—French Canada (Quebec) and English Canada. Our results suggest that cultural differences, rooted in historical conditions, may shape CSEV program implementation in Canada. Quebec companies are less likely to engage in CSEV. If they do encourage employee volunteerism, they may exclude certain cause types from support and appear to focus more on the external benefits of CSEV, such as community perception, than do firms in English Canada. Recognizing that no nation is culturally homogenous, our study illustrates that CSR and CSEV may vary significantly whenever or wherever cultural differences occur. Businesses and nonprofit organizations need to consider culture as an important variable when implementing corporate volunteer programs.     

Exploring conspicuousness in the context of donation behaviour

• The study of donation behaviour has been significant in recent years as charitable organisations realise the value of marketing strategies in order for growth and survival. Consequently, in recent years the growing trend, to increase awareness of charities and generate much-needed funds, has been the sale of empathy ribbons and the like (e.g. red noses etc.). However, it is argued that the motivation behind the purchase of empathy ribbons is largely ostentatious rather than altruistic and, thus, is viewed under the broader umbrella of ‘conspicuous compassion’ (West, 2004). As such, this paper documents a conceptualization of monetary donation behaviour which we term ‘conspicuous donation behaviour’ and, in doing so, we provide a number of research propositions which pre-empt new avenues for future research.

Copyright © 2006 John Wiley & Sons, Ltd.     

Gender matters in the global outsourcing of service work

This paper provides a gendered analysis of the outsourcing of service work to developing economies taking, as illustration, call centres, shared service centres and the general ICT sector. The paper challenges the suggestion that changes in global capitalism, facilitated by ICT-enabled employment, offer new opportunities that benefit women, and suggests a degree of caution is needed before assuming a reduction of gender inequalities.     

The scholarly output of economists: A description of publishing patterns

This paper analyzes the research productivity of a cohort of economists over the 15 years following receipt of their doctorate degrees, contrasting their results in publishing articles, books, and textbooks after controlling for the individual characteristics of the economists in the sample. Specifically, this paper considers the quality of graduate school, the type of employment, the general area of dissertation research, and the gender of each individual in the cohort. Primary conclusions indicate that scholarly journals are the most important research outlet, and that book production is a complementary activity to output in scholarly journals. Moreover, publishing success is closely related to the quality of the graduate school attended as well as the type of employer. According to this research, women do not face a statistically significant disadvantage to publishing. Finally, the analysis documents that midway through the 15-year time span covered by this study, output begins to decline, reflecting the post-tenure drop-off in research productivity.     

Relationships between prior experience of training,gender, goal orientation and training attitudes

Relationships were examined between prior experience with training, goal orientation, gender and training attitudes. Participants (n = 165) had a minimum of six months of work experience. Results from regression analyses indicated that mastery‐approach goal orientation had a beneficial effect on training attitudes for men but not for women. In addition, prior experience with training had a beneficial effect on training attitudes, and women had more favorable attitudes than men. The results provide initial evidence that gender moderates goal orientation effects in training contexts.     

Ecological services to and from rangelands of the United States

The over 300 million ha of public and private rangelands in the United States are characterized by low and variable precipitation, nutrient-poor soils, and high spatial and temporal variability in plant production. This land type has provided a variety of goods and services, with the provisioning of food and fiber dominating through much of the 20th century. More recently, food production from a rangeland-based livestock industry is often pressured for a variety of reasons, including poor economic returns, increased regulations, an aging rural population, and increasingly diverse interests of land owners. A shift to other provisioning, regulating, cultural, and supporting services is occurring with important implications for carbon sequestration, biodiversity, and conservation incentives. There are numerous goods and services possible from rangelands that can supply societal demands such as clean water and a safe food supply. The use of ecologically-based principles of land management remains at the core of the ability of private land owners and public land managers to provide these existing and emerging services. We suggest that expectations need to be based on a thorough understanding of the diverse potentials of these lands and their inherent limits. A critical provisioning service to rangelands will be management practices that either maintain ecological functions or that restore functions to systems that have been substantially degraded over past decades. With proper incentives and economic benefits, rangelands, in the U.S. or globally, can be expected to provide these historical and more unique goods and services in a sustainable fashion, albeit in different proportions than in the past.