Customer relationship management and company performance—the mediating role of new product performance

Customer Relationship Management (CRM) is widely accepted as an effective approach for collecting, analyzing, and translating valuable customer information into managerial action. However, the potential of CRM has been investigated only in the context of existing products. CRM’s potential to aid in future new product development (NPD) has been neglected. We develop a conceptual framework in which multiple facets of CRM are linked to new product and company performance. We test this model based on a cross-functional sample consisting of 115 R&D and 122 Marketing managers from firms spanning multiple industries. The results provide evidence that CRM has a positive effect on new product performance and further, that this effect is moderated by CRM reward systems but not CRM technology. We also show that new product performance mediates the relationship between CRM and company performance. These findings have important implications for research and practice in both the CRM and NPD areas.     

A new clustering methodology for the analysis of sorted or categorized stimuli

This paper introduces a new stochastic clustering methodology devised for the analysis of categorized or sorted data. The methodology reveals consumers' common category knowledge as well as individual differences in using this knowledge for classifying brands in a designated product class. A small study involving the categorization of 28 brands of U.S. automobiles is presented where the results of the proposed methodology are compared with those obtained from KMEANS clustering. Finally, directions for future research are discussed. Wayne S. DeSarbo is the S. S. Kresge Distinguished Professor of Marketing and Statistics, and Michael D. Johnson is Associate Professor of Marketing, both at the University of Michigan's School of Business Administration. Kamel Jedidi is Assistant Professor of Marketing at Columbia University's Graduate School of Business. The authors gratefully acknowledge DuPont Incorporated for providing financial support for this research.     

Educating business schools about safety & health is no accident

This paper summarizes the consequences of safety and health inattentiveness, and reviews four primary dangers in the workplace. In addition, perspectives of employee health and safety are presented from industry and academia which provide the basis for a strong recommendation to include safety and health issues in business school curricula. Wayne H. Stewart's areas of research and teaching interest include Social Responsibility in Management, Entrepreneurship, and International Business. Wayne is currently on the editorial board of the International Journal of Case Studies, and has published in the Journal of Management Learning, as well as participating in several academic conferences. Donna E. Ledgerwood is currently the Secretary for the Southern Management Association. Donna was President of the Southwest Academy of Management in 1993 and served as the Academy of Management's Director of Exhibits/Publisher Relations and Director of Advertising from 1983–1991. Having written one of the first articles on sexual harassment in 1980, Donna serves on the Editorial Review Board for the Journal of Business Strategies and has published in the Labor Law Journal, the Monthly Labor Review, and the Personnel Administrator. Ruth C. May's areas of expertise are International Business, Business Policy and Strategy and International Human Resource Management. Specializing in the transfer of Western management practices to the former Soviet Union, Ruth is currently involved in the development of training programs and privatization processes in central Russia. She has published in the Academy of Management Executive, Multinational Business Review, and Socialist Labor (Russia).     

A spatial interaction model for deriving joint space maps of bundle compositions and market segments from pick-any/J data: An application to new product options

We propose an approach for deriving joint space maps of bundle compositions and market segments from three-way (e.g., consumers x product options/benefits/features x usage situations/scenarios/time periods) pick-any/J data. The proposed latent structure multidimensional scaling procedure simultaneously extracts market segment and product option positions in a joint space map such that the closer a product option is to a particlar segment, the higher the likelihood of its being chosen by that segment. A segment-level threshold parameter is estimated that spatially delineates the bundle of product options that are predicted to be chosen by each segment. Estimates of the probability of each consumer belonging to the derived segments are simultaneously obtained. Explicit treatment of product and consumer characteristics are allowed via optional model reparameterizations of the product option locations and segment memberships. We illustrate the use of the proposed approach using an actual commercial application involving pick-any/J data gathered by a major hi-tech firm for some 23 advanced technological options for new automobiles.     

Estimating the Off-farm Labor Supply in Canada

Off-farm labor supply in Canada is modeled using separate off-farm labor participation and off-farm labor supply equations, which allows variables to affect participation and labor supply differently. The data used in this study are from Statistics Canada's Agriculture-Population Linkage Database, which links the Population Census for 1986 to a 20% sample from the Census of Agriculture. Results indicate that age, education and wages have large, significant and opposite effects on participation and supply, and that government efforts to stabilize and supplement farm incomes through rural employment programs may have less effect on labor allocation decisions than do the underlying demographic factors and regional and farm characteristics.
Nous modélisons id les disponibilités d'emploi extérieur (hors-ferme) pour les agriculteurs, utilisant des équations distinctes pour la participation aux emplois extérieurs et pour l'offre des emplois extérieurs, ce qui permet de laisser les variables influer différemment sur les deux éléments. Les donées utilisées proviennent de la base de données de Statistique Canada sur le couplage agriculture-population, laquelle relie le recensement de la population de 1986 à un échantillon de 20 % prélevé sur le recensement de l'agriculture. Les résultats font voir que l'âge, le niveau de scolarisation et les salaires ont de grands effets, significatifs mais opposés, sur l'utilisation et sur les disponibilites d'emplois extérieurs et que les initiatives de'État pour stabiliser et compléter le revenu agricole au moyen de programmes d'emploi rural auraient mains d'effets sur les décisions d'attribution des emplois que les facteurs sous-jacents relevant de la démographie et des caractéristiques particulières de chaque région et exploitation.     

Monitoring and Controlling Mastitis on Ontario Dairy Farms

The frequency of use and the marginal costs and marginal value products of mastitis control practices on somatic cell count (SCC) and milk yield are investigated. A survey of current management practices is combined with Dairy Herd Improvement production information to determine the relationships between milk yield, SCC, management practices, and production and producer characteristics under field conditions. The relationships are modeled and compared at the cow and herd level. A moment-generating approach is used in the herd model to determine which, if any, practices are risk reducing. The SCC for an individual cow is a better indicator of milk production lost due to mastitis than is a bulk tank SCC. Most recommended mastitis control practices are estimated to be economically beneficial, but some common practices are found not to be economical, and questions are raised about dry cow treatment. On a examiné la fréquence à laquelle on recourt aux pratiques de lutte contre la mammite, de même que les couts et les avantages marginaux de ces dernières en ce qui concerne la numération des cellues somatiques et le rendement laitier. On a combiné une enquête sur les pratiques zootechniques actuelles aux renseignements sur la production extraits du Programme d'amélioration des troupeaux laitiers en vue de déterminer les relations qui existent entre le rendement laitier, la numération des cellules somatiques, la conduite du troupeau ainsi que les caractéristiques associées à la production et aux producteurs, sur le terrain. On a ensuite modélisé ces relations et on les a compareées entre les animaux et les troupeaux. Pour le modèle touchant les troupeaux, on s'est servi d'une approche générant des moments, pour déterminer si une pratique quelconque diminuait les risques. La numération des cellules somatiques chez la vache est un meilleur indicateur du volume de lait perdu à la suite de la mammite que la numération des cellules somatiques dans la citerne. La plupart des méthodes de lutte contre la mammite recommendées offrent un avantage économique, mais certaines pratiques courantes ont l'effet contraire et on s'interroge sur l'utilité de traiter les vaches taries.