Application of Customer Relationship Management in Emerging Economies

Purpose- Relatively few organizations have implemented an integrated approach, which addresses all the key strategic elements of CRM. Even in more developed countries only a small number of busi-nesses have a clear idea of what they should do with information technology in order to successfully implement CRM. Design/methodology/approach- To do so, the literature is critically reviewed and main findings are presented in different categories. Findings- The role of information technology in development of a fully integrated CRM system with-in any organization is presented in the present paper. Research Implications- In many countries there is still confusion as to what CRM is all about. To some it is about a loyalty scheme, to some it is about a help desk. To others it is about a relational data base for key account management and for others it is about mass profiling the customer base without undertaking detailed segmentation. Findings highlight the realities in the area of CRM appli-cation in emerging economies and criticises the existing trends. Originality/value- The present study is among the first studies that highlights the realities in the area of CRM application in emerging economies. Conceptual paper Reference to this paper should be made as follows: Maleki, A, and Beheshtian-Ardakani, M. (2013). “Application of Customer Relationship Management in Emerging Economies”, Journal of Entrepre-neurship, Business and Economics, Vol. 1, No. 1/2, pp. 140–150

Social Networks and the Success of SMEs in Media Industries

Purpose- Nowadays, media is an integral part of the daily life of human beings. SMEs in this indus-try use their potentials to succeed. On the other hand, social networks are becoming a key to success for these companies. In this sense, the authors investigate the effect of social networks on the custom-er's alertness and then on the success of these firms. Design/methodology/approach- To do so, among a hundred and four managers in media enterprises in different levels, forty ones were selected and a questionnaire was distributed among them. In fact a quantitative approach was used to test the research hypotheses. Findings- The results show that social network has an influence on the success of media SMEs. Moreover, one could conclude that network ties' strength, networking activities, network ties' type, and customer's alertness influence the success of media SMEs. Research Implications- SMEs in media industries could take advantage of social networks to reach a more effective and efficient level of performance. Indeed, stronger network ties could help them in acting more efficiently. Moreover, customer's alertness could be affected through the characteristics of social networks. Originality/value- The present study is among the first studies in the country which highlights the realities in the SMEs of media industries in developing countries. However, future research could deal with other aspects of such firms. Research paper Reference to this paper should be made as follows: Zanjani, S.S., Gholamali, A., and Abbasi, D. (2013). “Social Networks and the Success of SMEs in Media Industries”, Journal of Entrepreneur-ship, Business and Economics, Vol. 1, No. 1/2, pp. 125–139

Uuderstanding Local Process: Contemplating Franchisation

Purpose- Increasing, there is growing acknowledgement of the importance of franchising within all modern global economies. Despite this, little is understood with regards the actual impact of franchis-ing on local economies. This research aims to reframe the contribution of franchising by considering the process of franchisation. Design/methodology/approach- This study employed a mixed-method approach, utilizing critical realism to facilitate an outcomes-based explanation of firm survival. The focus of the study was upon generative mechanisms that were assumed to give rise to particular events from which (pizza) firm survival was enhanced vis-à-vis all other community members. A database of 2440 firms (or in excess of 21,000 company years) combined with archival records, interviews and the researcher’s observa-tions provided the researcher with access to the nature of interaction occurring between firms. Findings- It was found that the survival of local firms was influenced positively by the day-to-day actions of franchise operators. However, it is argued that to understand how any such advantage my fall to local independent firms, we need too better appreciate the multitude of local processes related to such industries. Originality/value- This research re-examines several ecological concepts with the view of enabling a clearer investigation of underlying local processes. It also represents an authentic autecological ap-proach to the study of firms. Case Study Reference to this paper should be made as follows: Jones, C (2013). “Uuderstanding Local Process: Contemplating Franchisation”, Journal of Entrepreneurship, Business and Economics, Vol. 1 No. 1/2, pp. 1–16

Heterodox Economics Approach to Business Co-operation

Purpose- Economics and business have evolved as sciences in order to accommodate more of ‘real world’ solutions for the problems approached. In many cases, both business and economics have been supported by other disciplines in order to obtain a more complete framework for the study of complex issues. The aim of this paper is to explore the contribution of three heterodox economics disciplines to the knowledge of business co-operation. Design/methodology/approach- This approach is theoretical and it shows that many relevant aspects of business co-operation have been proposed by economic geography, institutional economics, and economic sociology. Findings- This paper highlights the business mechanisms of co-operation, reflecting on the role of places, institution and the social context where businesses operate. Research Implications- It contributes with a theoretical framework for the explanation of business co-operations and networks that goes beyond the traditional economics theories. Originality/value- This paper contributes with a framework for the study of business co-operation both from an economics and management perspective. This framework embodies a number of non-quantitative issues that are critical for understanding the complex networks in which firms operate. Conceptual paper Reference to this paper should be made as follows: Braga, V (2013). “Heterodox Economics Ap-proach to Business Co-operation”, Journal of Entrepreneurship, Business and Economics, Vol. 1 No. 1/2, pp. 72–81