Measuring Customer Relationship Management Performance

Abstract

The concept of CRM has evolved into an inherent component of the sales processes of most medium-sized and large companies. However, despite the high costs involved, the quality of its implementation has hitherto been neglected. To provide the conceptual qualitative CRM control that is lacking, we have developed a measuring instrument that allows the evaluation of the activities in the three core CRM domains, namely interaction, insight and offer. We pilot-tested the tool in an automotive industry setting and the results reflect the CRM status quo achieved by twelve national and foreign brands.     

Issues Affecting the U.S. Poultry Industry and International Poultry Trade

Abstract

This study was conducted to examine issues and concerns that may affect the future direction of the U.S. poultry industry and international poultry trade. Given the economic contribution of the poultry industry, it is important to have some understanding about the future direction of the industry, both at the national and international levels. To generate the information required, this study surveyed the top poultry producers in the country as well as specialists and experts in the industry. Although both the producers and specialists believe that the industry has a bright future, they also think that the rapid production growth experienced by the poultry industry in the past two decades cannot be sustained. Growth restrictions in the industry will come from a variety of sources such as environmental waste management, food safety, labor shortages, animal welfare, and increased foreign competition.     

玉器行业网络团购营销策略的探讨

玉器行业具备高消费、高附加值、无污染、劳动密集型等特点,是国家鼓励、扶持的新兴产业,具有极大的市场开发空间。我国玉器行业以小作坊式生产为主,经营多处于分散无序的状态。玉器从业者营销方式千篇一律、产品同质化严重的特点又制约了玉器行业的发展。本文基于玉器行业的特点,详细阐述了基于Web2.0网络团购营销模式下玉器行业的营销策略。     

基于模块化的江苏计算机产业升级战略研究

目前,江苏计算机产业对外依存度较高,技术、研发严重受制于人。针对这一现状,江苏电子计算机生产企业应继续以模块化、OEH生产作为其升级的契机,不断调整嵌入价值链的位置和组织方式,最终与当地产业价值链一道实现整体性跃迁。     

充分发挥商贸流通业稳定物价的功能作用

目前,我国正处于防止通货膨胀上升为主要目标的经济环境中,在治理通胀的过程中,一定要慎用直接干预.商贸流通服务业在众多供求矛盾的结构性问题上,对扼制、稳定物价,特别是稳定居民消费价格具有强大功能；电子商务、网上购物已经成为化解通胀的生力军,可以低成本为民生提供便利和节约时间,充分展示天然化解时空矛盾的功能；同时,积极引导商贸流通业增强经营决策的预见性,对大宗商品、农产品价格波动,要深入细致具体分析,做到两个分清；而体制性、制度性成本是最大祸害,“十二五”规划应该将降低流通领域的体制性成本作为主攻方向.另外,必须剔除轻商蔑商的封建意识,构造公平公正的舆论氛围,澄清商人的是非功过,搞清商人存在的缘由和真相,还商人以正面的社会形象.     

Job stress,coping strategies,and burnout among hotel industry supervisors in Taiwan

The complex and changing environment of the hospitality industry presents a never ending array of stimuli, pressures and demands which can become sources of stress for hotel supervisors. A focus on the identification of current and potential stressors in organizations, and the development of strategies which individuals and management may use to manage and reduce stress effectively, is imperative. This study is to investigate the perceived level of stress of hotel supervisors, to establish frequency of the use of various coping strategies, and to determine the burnout rate. This study also empirically examines the relationships among stress, coping strategies, and job burnout. A convenient sample of hotel supervisors of large hotels in Taiwan was selected. The return of 298 questionnaires represented 74.5% of the total supervisors surveyed. The study findings suggest that the major job stress of hotel supervisors originates from task characteristic and workload. Moreover, a direct action coping strategy may allow one to perceive the situations as opportunities and may, in turn, contribute to reduce job stress. Furthermore, hotel supervisors experience a lower level of burnout if they apply more direct action strategies in coping with the pressures of their job. The results of this study can be used as part of guidelines including what should be considered to reduce job stress and burnout in the work environment.     

安徽文化产业现状SWOT分析

人类进入21世纪后,国与国之间的竞争不仅体现为经济、科技和军事的竞争,还有文化方面的竞争。在我国经济发展的过程中,文化产业已经显示出强劲的生命张力和迅猛的发展势头,并取得了巨大成就。文化产业已成为安徽省未来经济发展的主导产业,可以运用产业经济学SWOT分析方法对安徽省文化产业发展的现状进行分析,并提出安徽省文化产业发展的策略和建议。     

我国融资性担保行业有效监管的思考

我国融资性担保行业的发展速度极快，但是作为一个高风险、低收益的行业，担保行业陷入发展困难、违规经营的危机之中。超常规的发展暴露出担保行业一系列的问题。政府必须对担保行业实施有效监管，约束其合规经营，促进其健康发展。     

Customer Participation and Project Performance: The Mediating Role of Knowledge Sharing in the Chinese Telecommunication Service Industry

Purpose: Extant literature has devoted more attention to customer value co-creation and knowledge sharing, not only in business-to-customer (B2C) markets, but also in business-to-business (B2B) markets. This study explores and examines the antecedents and consequences of customer knowledge sharing in the context of B2B markets by applying the motivation-opportunity-ability (MOA) framework.

Methodology/Approach: This empirical study involves two structured surveys of project managers from both suppliers (n = 213) and customers (n = 312), which were conducted in the context of the Chinese telecommunication service industry. The conceptual model of this study was subsequently tested by developing Partial Least Squares (PLS) based structural equation models.

Findings: It was found that customer knowledge sharing is facilitated by four MOA factors: customer orientation, customer perceived benefits, customer socialization, and customer technological capability. It was determined that knowledge sharing has a direct and significant effect on project performance. Furthermore, the study revealed that such relationships vary across suppliers and customers.

Research Implications: This study extends the existing research stream of interfirm knowledge sharing by examining the antecedents and consequences of customer knowledge sharing from dual perspectives of customers and suppliers, and sheds light on the benefits of customer knowledge sharing. The dyadic perspective embodied in this design facilitates our understanding and management of knowledge sharing between organizations.

Originality/Value/Contribution: This article provides an important contribution to the existing literature of customer knowledge sharing by revealing how to effectively facilitate interorganizational knowledge sharing, particularly knowledge from customers to suppliers, and discovers conditions under which customers are more likely to exchange information, and share knowledge with their suppliers from the dyadic perspective.     

VMI模式下的供应商评价在汽车制造业的应用研究

自2008年蔓延开来的全球性经济危机给汽车制造业带来了沉重的打击,在经济全球化的背景下,雷曼兄弟的倒闭,美国通用、福特、克莱斯勒三大汽车制造商的重组,都对我国汽车制造业带来了严重的冲击。从我国汽车制造业采用的VMI模式进行供应商管理出发,探讨VMI模式下汽车整车制造商对战略供应商的绩效评价体系的有效模式,可以帮助我国汽车制造企业在这个重要的时期提升自身实力,提高供应链运营效率。