Recent developments in information technology and Web services have increased the potential for creating more rapid and extensive social networks and business relationships. Web 2.0 technologies, commonly referred to as online social media, have become important tools within the growth of information and communication technology (ICT) in the last few years. Web 2.0 tools such as blogs, Wiki and other services, which are widely used by individuals, also have an effect on customer relationship management (CRM) systems. Consequently, social CRM (SCRM) (...) is emerging as a new paradigm for integrating social networking in more traditional CRM systems. However, social CRM is yet to be fully utilised as a value-adding tool in improving customer relationships. This paper reports on a scoping study that explored the current situation of CRM adoption in banking industry in Saudi Arabia. The aim of this paper is to identify the factors that may influence businesses and customers’ adoption of social CRM. Various models have been proposed to study ICT and information systems acceptance and usage. This paper proposes an enhancement to one of these models, specifically the Technology Acceptance Model (TAM), by incorporating a range of factors identified in the social networking and business relationships literature believed to influence social CRM adoption. In particular, the model proposes that familiarity, caring behaviour, sharing information and perceived trustworthiness can generate cognitive view about the relationships between employees and customers. This view besides Web 2.0 features may offer a way of analysing the potential adoption of social CRM. (shrink)

Making more accurate marketing decisions by managers requires building effective predictive models. Typically, these models specify the probability of customer belonging to a particular category, group or segment. The analytical CRM categories refer to customers interested in starting cooperation with the company, customers who purchase additional products or customers intending to resign from the cooperation. During building predictive models researchers use analytical tools from various disciplines with an emphasis on their best performance. This article attempts to build a hybrid predictive (...) model combining decision trees and cluster analysis. During experiments five different cluster validity indices and eight datasets were used. The performance of models was evaluated by using popular measures such as: accuracy, precision, recall, G-mean, F-measure and lift in the first and in the second decile. The authors tried to find a connection between the number of clusters and models' quality. (shrink)

PurposeThe purpose of this paper is to examine how the design of characteristics and use of practices incorporated in customer relationship management information systems (CRM‐IS) impact on the expression and realisation of moral agency within organisations.Design/methodology/approachThe paper draws on the findings from an in‐depth UK case study of a CRM‐IS implementation.FindingsThe paper finds that some characteristics and practices within CRM‐IS can restrict the expression and realisation of moral agency in organisational life, resulting in a number of problems. For a greater (...) consideration of MacIntyre's virtue ethics approach in order to respond to such challenges is argued.Originality/valueThe paper offers a relatively rare insight into the significance of the ethical issues arising from the organisational use of CRM‐IS and strategies. The paper should be of interest to managers, computer professionals and academics. (shrink)

Customer Relationship Management (CRM) has emerged as an important strategy that companies should implement in order to build profitable and stable relationships with their customer. The domain of...

In this paper, we challenge the vision of creating a giant knowledge graph of reusable research data from multiple projects and platforms, based on Semantic Web technologies and a shared conceptualisation in the form of a commonly used ontology ecosystem, promoted by the Semantic Data for Humanities and Social Sciences project (SDHSS). Three main issues are raised: the difficulty of proposing a cross-disciplinary ontology for humanities and social sciences given the different research agendas and constructivist approaches; the difficulty of interlinking (...) the objects present in the different information systems, due to different notions of identity; the challenge of dealing with uncertainty, inconsistencies and contradictions in information sources, when the aim is to produce ‘factual’ information. First, I propose an epistemological analysis of information, as distinct from data and knowledge, then I develop a conceptualisation of information in humanities and social sciences, based on the OntoClean methodology, and the foundational ontologies DOLCE and Descriptions and Situations, and show how it can ground a cross-disciplinary ontology ecosystem based on the CIDOC CRM and its SDHSS integration. Finally, I apply these principles to a detailed analysis of the information production process and show how the proposed conceptualisation provides possible solutions to the three challenges raised. (shrink)

Corporate philanthropy describes the action when a corporation voluntarily donates a portion of its resources to a societal cause. Although the thought of philanthropy invokes feelings of altruism, there are many objectives for corporate giving beyond altruism. Meeting strategic corporate objectives can be an important if not primary goal of philanthropy. The purpose of this paper is to share insights from a strategic corporate philanthropic initiative aimed at increasing the pool of frontline customer contact employees who are performance-ready, while supporting (...) curriculum development and infrastructure improvement for selected university business programs, creating a win-win situation for the company and the universities. This paper will address three objectives. First, we will examine the evolution of strategic philanthropy from the traditional view to its current position as a strategic option. Second, we will address the recruitment of front line talent needs (customer facing jobs in sales, customer service, and marketing) based on the profit maximization model of strategic philanthropy. Finally, we will offer conclusions and issues for future research. (shrink)

Information entities are used in ontologies to represent engineering technical specifications, health records, pictures or librarian data about, e.g., narrative fictions, among others. The literature in applied ontology lacks a comparison of the state of the art, and foundational questions on the nature of information entities remain open for research. The purpose of the paper is twofold. First, to compare existing ontologies with both each other and theories proposed in philosophy, semiotics, librarianship, and literary studies in order to understand how (...) the ontologies conceive and model information entities. Second, to discuss some open research challenges that can lead to principled approaches for the treatment of information entities, possibly by getting into account the variety of information entity types found in the literature. (shrink)

dolce, the first top-level (foundational) ontology to be axiomatized, has remained stable for twenty years and today is broadly used in a variety of domains. dolce is inspired by cognitive and linguistic considerations and aims to model a commonsense view of reality, like the one human beings exploit in everyday life in areas as diverse as socio-technical systems, manufacturing, financial transactions and cultural heritage. dolce clearly lists the ontological choices it is based upon, relies on philosophical principles, is richly formalized, (...) and is built according to well-established ontological methodologies, e.g. OntoClean. Because of these features, it has inspired most of the existing top-level ontologies and has been used to develop or improve standards and public domain resources (e.g. CIDOC CRM, DBpedia and WordNet). Being a foundational ontology, dolce is not directly concerned with domain knowledge. Its purpose is to provide the general categories and relations needed to give a coherent view of reality, to integrate domain knowledge, and to mediate across domains. In these 20 years dolce has shown that applied ontologies can be stable and that interoperability across reference and domain ontologies is a reality. This paper briefly introduces the ontology and shows how to use it on a few modeling cases. (shrink)

This article evaluates the ethical implications of the practice of cause-related marketing (CRM). The authors note howCRMis consistent with a contemporary rhetoric that argues that consumers are displaying a developing interest in the social commitments of the corporate world. However, following the work of Zygmunt Bauman, the authors suggest that CRM actually threatens these sentiments. Of particular significance is its incorporation of a charitable act within an act of exchange that is mediated by marketing technique. This serves to prevent any (...) encounter with Bauman’s “Other.” Instead, the pretense of engagement has to be preserved by increasingly vociferous avowals of concern. These become examples of the ecstatic, a seductive force that renders the extreme meaningless and amoral. Finally, the authors argue that the nature of ethical commitment produced by CRM cannot be divorced from the instrumental benefits that are generated. (shrink)

Donating money to a charity based on consumer purchase is referred to as cause-related marketing . In this research, we profile consumer psychographics for skepticism toward advertising in a CRM context. To be specific, this study investigates whether and how psychological antecedents and gender differences influence consumer skepticism toward advertising. An empirical study was conducted with 291 participants. Structural equation modeling was employed for hypothesis testing. The results suggest that a utilitarian orientation and an individualistic mindset are positively related to (...) skepticism toward advertising, while a hedonic orientation and a collectivistic mindset are negatively related to skepticism toward advertising. Gender differences are also found in the aforementioned relationships. The segmentational approach of gender and psychographics can assist marketers to explain consumer attitudes toward CRM and then to communicate with those CRM advocates better. (shrink)

This article presents two studies that examine cause-related marketing promotions that require consumers’ active participation. Requiring a follow-up behavior has very valuable implications for maximizing marketing expenditures and customer relationship management. Theories related to ethical behavior, like motivated reasoning and defensive denial, are used to explain when and why consumers respond negatively to these effort demands. The first study finds that consumers rationalize not participating in CRM by devaluing the sponsored cause. The second study identifies a tactic marketers can utilize (...) to neutralize consumers’ use of defensive denial. Allowing the consumer to choose the sponsored cause seems to effectively refocus their attention and increases consumers’ threshold for campaign requirements. Implications for nonprofits and marketing managers include a tendency for consumers to be more likely to perceive a firm as ethical and socially responsible when they are allowed to choose the specific cause that is supported. (shrink)

Cause-related marketing, defined as a firm’s communication activities designed to promote a consumer good or service by including an offer to contribute a specified amount to a designated nonprofit cause, has become a preponderant practice. In tandem with the development of CrM activities, criticism of CrM has increased; critics note that some CrM claims mislead consumers regarding their purchases’ donative impact. Critics such as consumers and nonprofit advocates are using ad parodies, noncommercial messages that mimic an actual advertisement. In this (...) context, the study investigates how these ad parodies can result in a detrimental impact on consumers’ perceptual and behavioral evaluations of the sponsoring brand. By implementing a tightly controlled experiment comparing actual CrM campaigns and CrM parodies, the author shows that the detrimental effects of CrM parodies on brand attitude and word-of-mouth valence can be explained by greater skepticism toward the firm’s sincere and altruistic motivations. In addition, the author shows that a robust asymmetry emerges in which CrM ad parodies damage perceptual and behavioral evaluations of brands more than actual CrM campaigns improve them. The authors replicate the results for two kinds of critics and two types of brands. The results provide useful implications for theory and practice, documenting the backfire effect of poorly designed CrM, which may urge brands to move toward more self-regulation of CrM practices. (shrink)

With the progress of social and improvement of public awareness, the demand for enterprises to participate in a social welfare cause is increasing. A company can directly support corporate social responsibility issues through cause-related marketing approaches, for example, by donating part of the proceeds from product sales or simply by donating their products. Previous research has only discussed the impact of one of these CRM approaches on customers in one study. This research compared the effect of these two approaches on (...) the purchase intention of consumers. Experiment 1 demonstrated that, for practical products, the purchase intention of BOGO was higher, while for hedonic products, the purchase intention of BOGM was higher. More importantly, we found a potential mechanism – perceived helpfulness – that drives our main effect. Experiment 2 revealed that the different statement order of charity information and product information in advertising can moderate the main effect. The research also provides several implications and insight into how companies can make donations while winning more customers’ willingness to pay, thus encouraging more companies to fulfill their corporate social responsibility. (shrink)

The purpose of cause-related marketing (CRM) is to publicise and capitalise on a firm's corporate social performance (CSP) by enhancing its legitimacy in the eyes of its stakeholders. This study focuses on the firm's internal stakeholders - i.e. its employees - and the extent of their involvement in the selection of social campaigns. Whilst the difficulties of managing a firm that has lost or damaged its legitimacy in the eyes of its employees are well known, little is understood about the (...) extent to which managers and their social partners listen to and involve their employees in the legitimation process. Through telephone interviews with non-profit organisations and senior managers of service sector firms, the extent of employee involvement in CRM campaigns and the perceived benefits of doing so are investigated. Amongst other things, we find that (i) the extent of employee participation varies significantly across firms; (ii) larger CRM campaigns tend to be managed centrally with relatively less employee participation than smaller ones and (iii) financial services firms are more likely to make CRM decisions centrally, with relatively less employee participation than retail services firms. (shrink)

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. (shrink)

This study investigates the efficacy of three corporate social responsibility (CSR) initiatives—sponsorship, cause-related marketing (CRM), and philanthropy—on consumer–company identification (C–C identification) and brand attitude and, in turn, consumer citizenship behaviors. CSR reputation is proposed as the moderating variable that affects the relationship between CSR initiatives, C–C identification, and brand attitude. A conceptual model that integrates the hypothesized relationships and the moderating effect of CSR reputation is used to frame the study. Using a between-subjects factorial designed experiment, the results showed that (...) all three CSR initiatives have a significant effect on C–C identification and brand attitude. The level of that influence, however, varied according to a firm’s CSR reputation. Managerial implications of these findings are also discussed. (shrink)

Against the background that the top-level semantic framework of Chinese traditional culture is not comprehensive and unified, this study aims to preserve and disseminate cultural heritage information about Chinese traditional culture through the development of a domain ontology which is constructed from ancient books. A combination of top-down and bottom-up approaches was used to construct the ontology for Chinese traditional culture. An investigation of historians’ needs, and LDA topic clustering model were conducted, understanding the specific needs of historians, collecting the (...) topic, concepts and relationships. CIDOC CRM was reused to construct the basic framework of CTCO. Ontology structure and function were adopted to evaluate the effectiveness of CTCO. Evaluation results show that the ontology meets all the quality criteria of OntoMetrics, and the experts agreed on content representation. CTCO contributes to the organization of traditional Chinese culture and the construction of related databases. The study also forms a common path and puts forward proposals for the construction of domain ontology, which has great social relevance. (shrink)

Purpose The purpose of this paper is to propose an e-business assessment framework for organizations that aim to enhance the effectiveness of their online presence and maximize the benefits that result from it. The framework is based on three main pillars derived from the academic literature research: e-marketing strategies, customer relationship management strategies and business model strategies. Design/methodology/approach This paper reviews the literature from e-Marketing, CRM and business model strategies, leading to the generation of an e-Business assessment framework. Second, it (...) takes 19 case studies and analyzes them using ATLAS.ti, through qualitative content analysis, to validate that framework. Findings Pragmatic advice for practitioners derives from research results considering that this framework enables managers to characterize the company in terms of its e-business approach, making it possible to determine the level of depth of competitive online strategies. Lessons for an improved e-business approach can be derived from this paper. Originality/value This study proposes a novel e-business framework to assist organizations that want to have an online presence. This framework is comprised of the factors identified in the literature review that contribute to define and scope that online presence. The framework is then validated through the collection of 19 case studies of companies that have this online presence, validating the theoretical findings. (shrink)

Framed by theoretical perspectives on Black Feminist Thought, the life course, and the Generation X/Hip-Hop generation, I present findings from a subset of 10 Black women educators in Birmingham, Alabama who participated in a larger life story project. The participants, who came of age professionally across the pre- and post-civil rights movement (CRM), describe divergent and convergent social and historical contexts that shaped their professionalization, as well as their relationships with and perceptions of Black students and parents. Participants across generation (...) theorize that teaching and leading are activist practices in their own right, which entail clandestine support and silent protest, intergenerational bridge-building, and debunking the myth of Black inferiority. Post-CRM educators, in particular, expressed ambivalence about their urban students? futures. I conclude that multigenerational perspectives should figure more prominently in the scholarship on Black education in the US South. This emphasis could spark new directions and strategies for linking successive generations of Black educators, thereby maximizing opportunities for intergenerational dialogue and collaboration for transformative change in urban education. (shrink)

Context: It is often suggested that the methodology of the programme of Constructive Reverse Mathematics (CRM) can be sufficiently clarified by a thorough understanding of Brouwer’s intuitionism, Bishop’s constructive mathematics, and classical Reverse Mathematics. In this paper, the correctness of this suggestion is questioned. Method: We consider the notion of a mathematical programme in order to compare these schools of mathematics in respect of their methodologies. Results: Brouwer’s intuitionism, Bishop’s constructive mathematics, and classical Reverse Mathematics are historical influences upon the (...) origin and development of CRM, but do not give a full “methodological explanation” for it. Implications: Discussion on the methodological issues concerning CRM is needed. Constructivist content: It is shown that the characterisation and comparison of varieties of constructive mathematics should include methodological aspects (as understood from their practices). (shrink)

Tryptophan synthetase was initially selected as a subject for investigation of the relationship between gene structure and protein structure. Early studies with this enzyme first demonstrated the existence in mutants of immunologically cross‐reacting material (CRM) and the restoration of a wild‐type enzyme by genetic suppression. Fine structure analyses with E. coli tryptophan synthetase missense mutants proved the colinearity of gene structure and catalytic capabilities of this enzyme have been subjects for numerous studies.

Abstract Objections to life extension often focus on its effects for individual well-being. Prominent amongst these concerns is the possibility that life extending technologies will extend lifespan without preventing the ageing of the mind. Writers on the subject express the fear that life extending drugs will keep us physically youthful whilst our minds decay, succumbing to dementia, boredom, and loneliness. Generally these fears remain speculative, in part due to the absence of genuine life extending technologies. In this paper, however, I (...) examine the implications of an existing life extension technology. Caloric restriction (CR) and drugs that mimic its effects, such as rapamycin, metformin and resveratrol have been shown to increase average and maximum lifespan in a wide variety of organisms, and seem likely to do so in humans. Moreover, some CR mimetic drugs (CRMs) are already widely used. This means that they present a pressing test case for fears about mental ageing in an extended life. Misgivings about mental ageing can be divided into biomedical factors such as the likelihood of brain ageing, and psychological factors such as loss of meaning and boredom. I argue that studies of CR suggest that brain ageing will be beneficially slowed. However, it is less clear that deleterious aspects of psychological ageing can be similarly retarded. I argue that this reduces the desirability of life extension unless major social changes can be made. (shrink)

As the first empirical study of the nonlinear effects of digital business on global value chains (GVC), we provide insight into the nonlinear effects of digital business on the global value chain (GVC) values. We employ four indicators, including the value of online selling, sales through E-commerce, and customer relationship management (CRM) usage, to capture the prevalence of digital business in the economy. By testing a sample of 25 European countries that have been analyzed using various econometric techniques over the (...) period 2012–2019, our estimation results confirm that GVC values are a U-shaped function of digitalization. That is, an increase in digitalization pervasiveness initially induces more significant risks and uncertainties, hindering European countries from getting involved in or scale-up within the GVC. However, a rise in digitalization pervasiveness goes beyond a specific threshold, which facilitates GVC activities as more opportunities are created. Furthermore, our findings suggest that digital business contributes significantly to reducing the adverse influences of global uncertainty on the GVC values, while the marginal effects of digital business on GVC values become more pronounced in countries with the most advanced institutional structure. (shrink)

The U.S. Civil Rights Movement (CRM) is a relevant K-6 topic to learn foundational concepts of social justice and participatory citizenship. Year after year, though, U.S. elementary school lessons typically focus on a Martin Luther King, Jr.-Rosa Parks centered narrative, adapted for character education. This qualitative inquiry invited 66 pre-service teachers to explore social justice education embedded at the core of existing K-6 historical topics. Examining pre-service teachers' knowledge, beliefs, and what and how they plan to teach their future students (...) revealed dated educational philosophies. They held limited content knowledge and sociopolitical critical thinking needed to teach the CRM's civic significance and were conflicted by wanting to both empower students and withhold information. This study describes actions designed to model replicable, justice-oriented lessons and help K-6 pre-service teachers reflect on pedagogical choices and ideologies they adopt. It also calls attention to the challenges of K-6 teacher education and school reform when teachers lack content knowledge and political/cultural awareness. (shrink)

For a number of years it has been recognized that the social dynamics of group interaction is an import factor in the origin of accidents and in the way how accidents or accident-prone situations are handled in aviation (cf. Helmreich 1997a, 1997b). Factors related to interpersonal communication have been implicated in up to 80% of all aviation accidents over the past 20 years. As a reaction to this, Crew Resource Management (CRM) has been developed with the goal of rating and (...) improving crew performance in aviation and in other fields in which professional groups interact in situations of high taskload and potential risk (cf. Helmreich ea. 1999). As far as this can be estimated at all, installing CRM techniques in the major American and European airlines has resulted in a definite improvement in the safety of commercial aviation. In spite of this success of CRM, practitioners in the field feel that, beyond the general social dynamics of group interaction, there might be potential problems relating to language and communication in such settings. (shrink)

The generation of patterns and the diversity of cell types in a multicellular organism require differential gene regulation. At the heart of this process are enhancers or cis‐regulatory modules (CRMs), genomic regions that are bound by transcription factors (TFs) that control spatio‐temporal gene expression in developmental networks. To date, only a few CRMs have been studied in detail and the underlying cis‐regulatory code is not well understood. Here, we review recent progress on the genome‐wide identification of CRMs with chromatin immunoprecipitation (...) of TF‐DNA complexes followed by microarrays (ChIP‐on‐chip). We focus on two computational approaches that have succeeded in predicting the expression pattern driven by a CRM either based on TF binding site preferences and their expression levels, or quantitative analysis of CRM occupancy by key TFs. We also discuss the current limits of these methods and highlight some of the key problems that have to be solved to gain a more complete understanding of the structure and function of CRMs. (shrink)

In recent years, there has been an upsurge in the number of civilian resistance movements (CRMs) within states to counter government repression and coups d’états through which civilians are on the frontlines of state brutality and mass atrocities. This article considers the implications of CRMs for atrocity prevention and the associated responsibility to protect norm by asking, Should the international community support CRMs as part of its wider commitment to ending mass atrocities? In this article, we evaluate both military and (...) nonmilitary support to CRMs. We argue that in the context of coups and government repression, providing lethal military support to CRMs will often make things worse in terms of atrocity prevention. We however explain that the provision by the international community of nonlethal and nonmilitary support through political recognition, technical assistance, and accountability can yield positive results. We illustrate this argument with the case of Myanmar. (shrink)

Pragmatic language competence plays a central role in how aviation flight crews perform crew resource management ; this competence significantly affects aviation safety. This paper contributes to existing literature on interventionist applications of conversation analysis by defining and evaluating a novel collaborative transcription and repair based learning method for aviation CRM learning. CTRBL was evaluated using a quantitative quasi-­experimental repeated-measure design with 42 novice, university pilots. Results support that CTRBL is an effective, low-resource CRM learning method that will benefit from (...) exploratory applications and further study in pragmatics, aviation, and other sociotechnical domains. The views in this article were the result of independent research of the authors. Views herein do not necessarily represent the views of the National Transportation Safety Board or the United States. (shrink)

The author designed the Reasoning Analysis Test to provide empirical support for the CRM analysis of informal fallacies. While informal, the results provide presumptive evidence that those committing informal fallacies may tacitly reason as predicted by CRM. Davis has argued persuasively that Gricean theory has not lived up to expectations, In light of his critique, the CRM analyses of Begging the Question and Equivocation are amended. Johnson has provided standards for judging any theory of informal fallacies. It is argued that (...) CRM survives the Standard Critique and sufficiently meets Johnson's other criteria. (shrink)

In his seminal paper ‘Truth’, M. Dummett considered negated conditional statements as one of the main motivations for introducing a three-valued logical framework. He left a sketch of an implication connective that, as we observe, shares some intuitions with Wansing-style account for connexivity. In this article, we discuss Dummett’s ‘unfinished’ implication and suggest two possible reconstructions of it. One of them collapses into implication from W. Cooper’s ‘Logic of Ordinary Discourse’ $\textbf{OL}$ and J. Cantwell’s ‘Logic of Conditional Negation’ $\textbf{CN}$, whereas (...) the other turns out to be previously unknown implication connective and can be used to obtain a novel logical system, entitled here as $\textbf{cRM}_\textbf{3}$. As to the technical results, we introduce a sound and complete axiomatic proof-system for $\textbf{cRM}_\textbf{3}$ and present a theorem for the semantic embedding of $\textbf{CN}$ into $\textbf{cRM}_\textbf{3}$. (shrink)

The purpose of this research paper is to identify which types of corporate philanthropy (CP): cause-related marketing (CRM) or sponsorship, create higher moralcapital under two conditions: proactive or reactive (following a scandal). Results showed that CP created higher moral capital for a proactive company than for a reactive company. Both CRM and sponsorship were perceived as more sincere in the proactive company than the reactive company. However, CRM was seen as self-serving in the reactive company, but not the proactive company. (...) The study demonstrated that companies need to take into account the different types of CP, as it has an effect on their moral capital. Socially proactive firms should engage in both CRM and sponsorship philanthropy, as both types can generate high moral capital, which creates better company reputation. However, CP may not be the most effective or appropriate strategy for creating moral capital following negative publicity. (shrink)