A cultural approach to study customer relationship management (CRM) systems

As this paper takes new approach to defining and studying CRM, it defines CRM as a business strategy that seamlessly integrates every aspect of business that touches customer. Going through CRM literature, the authors notice that, there are different objectives for CRM systems i.e. retains customers for long, increase sales to existing customers and candidate customers, and others. Over the last decade there has been a dramatic growth in the acquisition of Customer Relationship Management (CRM) Systems. However more recently, there has been an increase in reported CRM failures, suggesting that the implementation issues are not just technical, but encompass wider behavior and cultural factors. Multinational organization is faced by that problem, how they build a relationship with different customer in different culture contexts. The literature on culture provides a set of general concepts and ideas as a way of looking at the world. However, the typologies of culture have inherent weaknesses e.g. they do not reflect the variety of values and attitude that may exist in a country, nor do they explain how cultures have developed over time. These limitations will need to be borne in mind, as we consider potential culture impact on the use of information systems, particularly customer relationship management systems. The authors try to highlight the interaction between cultures in macro and micro level in the context of CRM systems. The authors conclude that social and cultural issues of the main area related to studying of CR

Time Sharing at Leisure Facility Centres: Analysis of Sales Performance Indicators

The changing cultural paradigms in Latin America have influenced variety of leisure activities and significant implications for development of leisure services. Leisure spending behaviour prompts sequential relationship among customers intending to perform family celebrations in a different environment and gaining higher satisfaction through the customized services, recreational attractions and brand value. This study focuses qualitative dimensions associated with the sales people and managerial efforts made to augment the outcome performance in sales in reference to the time sharing proposals at leisure facility centres in Mexico. The leisure facility centres are used by individual and institutional customers for organizing leisure events, parties and family gatherings. The study reveals that the leisure facility centre developer firms function with team sales strategy and the performance of sale teams is linked with their contributions to the profit of the firm.Team sales, customer satisfaction, sales performance, leisure property, brand image, returns on assets

Bicultural Experience in the Legal Profession: A Developmental Network Approach

A developmental network refers to the egocentric network of individuals who take an active interest in and concerted actions toward advancing a protégé’s career. In Part I of this Article, I draw upon the literature to outline the lived experiences of black lawyers, highlighting the need for them to manage their working identity. In Part II, I further develop bicultural experience as a construct for exploring racial minority experience in a professional context with recent developments from the acculturation literature. In Part III, I introduce the developmental network as a vehicle for understanding developmental relationships. Part IV summarizes the methodology for my pilot study and then discusses the preliminary results

Developing a Structurational Approach to Electronic Customer Relationship Management (ECRM)

The literature on culture provides a set of general concepts and ideas as a way of looking at the world (Hofstede 1980). However, the typologies of culture have inherent weaknesses, e.g., they do not reflect the variety of values and attitude that may exist in a country, nor do they explain how cultures have developed over time (Skok and Doringer 2001). These limitations lead our research to investigate the potential impact of cultural differences on eCRM using concepts from Structuration Theory by ,. In this paper the authors highlight the dimensions of culture and its potential impact on eCRM systems, using a Structurational analysis based on . The authors use the practice lens for studying technology in organizations based on , to develop a framework of studying different agencies and their structures within eCRM systems context. The authors conclude by a framework of Structurational analysis of eCRM systems displaying different agencies and their structures. This framework of analysis will be used to conduct a comparative case study in future research

Culture and IS: National cultural dimensions within IS discipline

The study of culture is rooted in sociology, social psychology, and anthropology. In particular, cultural anthropology seeks to understand the similarities and differences among groups of people in the contemporary world. Within the last 20 years, the practical relevance of researching cultural issues, and especially comparing phenomena across cultures, was questioned (Ferraro, 1990). However, the importance of cultural issues is becoming increasingly evident in many applied disciplines; these include the management of information technology (IT) (Davison and Martinsons, 2003). A normative literature review has been carried out in this paper to provide IS researchers with the milestones of studying culture in IS disciplin

A situated cultural approach for cross-cultural studies in IS

Cultural anthropology seeks to understand the similarities and differences among groups of people in the contemporary world. Although there are many different models of national culture, most IS research has tended to rely almost solely on Hofstede’s cultural model (Keil et al., 2000; Straub, 1994; Tan et al., 1995; Watson et al., 1994; Myers and Tan, 2002; Kirkman et al. 2006).). This paper, provides a comprehensive framework of situated culture approach to study culture within IS discipline. This is achieved via an articulation of Structuration Theory and the provision of an approach to study cross-cultural phenomena within IS discipline. The paper proposes two main components of the Structuration Theory based analysis model which is proposed as a way to study culture within IS discipline. First, the paper presents ideas behind the practice lens for studying the use of technology, as proposed by Orlikowski (2000). Secondly, the paper presents a Structurational analysis approach as detailed by Walsham (2002). The paper argues that using a practice lens contributes to identifying the mediated shared structures between actors through understanding the actions of the actors within the phenomena. Then, using a Structurational analysis approach contributes to identifying the cultural dimensions that are embedded in the identified mediated shared structures

Exploring Cultural Differences in HCI Education

The discipline of human-computer interaction has become a subject taught across universities around the world, outside of the cultures where it originated. However, the intercultural implication of its assimilation into the\ud syllabus of courses offered by universities around the world remains underresearched. The purpose of this ongoing research project is to provide insights for these implications in terms of the student and teacher experience of HCI. How this subject is socially represented across the different universities studied is a key question. In order to develop intercultural awareness of these questions\ud universities from UK, Namibia, Mexico and China are collaborating in a multiple case study involving students and lecturers engaged in evaluation and design tasks. Findings will then be used to propose an international HCI curriculum more supportive of local perspectives. This paper describes the initial steps of this study and some preliminary findings from Namibia, India and Mexico about cognitive styles and cultural attitudes

git2net - Mining Time-Stamped Co-Editing Networks from Large git Repositories

Data from software repositories have become an important foundation for the empirical study of software engineering processes. A recurring theme in the repository mining literature is the inference of developer networks capturing e.g. collaboration, coordination, or communication from the commit history of projects. Most of the studied networks are based on the co-authorship of software artefacts defined at the level of files, modules, or packages. While this approach has led to insights into the social aspects of software development, it neglects detailed information on code changes and code ownership, e.g. which exact lines of code have been authored by which developers, that is contained in the commit log of software projects. Addressing this issue, we introduce git2net, a scalable python software that facilitates the extraction of fine-grained co-editing networks in large git repositories. It uses text mining techniques to analyse the detailed history of textual modifications within files. This information allows us to construct directed, weighted, and time-stamped networks, where a link signifies that one developer has edited a block of source code originally written by another developer. Our tool is applied in case studies of an Open Source and a commercial software project. We argue that it opens up a massive new source of high-resolution data on human collaboration patterns.Comment: MSR 2019, 12 pages, 10 figure

The learning process in intercultural collaboration: evidence from the eChina-UK Programme

The eChina-UK Programme was established in 2002 and originally comprised a small number of projects in which British and Chinese teams worked collaboratively to develop and pilot e-learning materials in the field of education. Phase 1 of the Programme spanned the period 2003 to 2005 and produced a number of practical outputs (Spencer- Oatey 2007). Three follow-on projects were funded in Phase 2, which started in October 2005, and these included research reflecting on issues of pedagogy as well as the creation of further teaching and learning materials. These projects ran until 2007 and, in December of that year, Phase 3 of the Programme was put in place to capture insights from the experiences of all of the completed projects. The goal of Phase 3, therefore, was to draw out the learning from Phases 1 and 2 of the eChina-UK Programme with respect to the management of intercultural aspects of international education projects. In addition to the learning to be gained from the eChina-UK projects, the Phase 3 work included new research both into data generated in Phases 1 and 2 and into other sources of knowledge relating to intercultural effectiveness. The focus was on situating the learning from the eChina-UK projects into a wider intellectual context. The intention was to maximise the understanding of the intercultural management of international education projects and enable the production of resources for those engaged in current and future projects of this kind (Reid et al. 2009). This paper presents findings from one strand of the research carried out during Phase 3 of the eChina-UK Programme. The objective of this strand was to draw on data from eChina- UK and related studies in order to produce theoretical and practical insights into the nature of intercultural collaboration as a learning process. The focus on learning was primarily determined by the realisation (from analysis of the eChina-UK data and other studies of intercultural collaboration) that building intercultural competencies required significant attention to individual and group learning. Any practical recommendations and resources developed in Phase 3 of the programme would therefore need to pay attention to how participants managed their learning during an international partnership. Similarly, we might usefully be able to demonstrate how those planning such collaborations could benefit from embedding good learning practices from the outset of their work. The purpose of this paper is to summarise and analyse the findings from the empirical work carried out within this strand of Phase 3 research. I have set out elsewhere the theoretical background to this research and specifically to the development of the learning process model utilised here (Reid 2009a). That model will constitute part of the material available to researchers, managers and other practitioners through the Global People Resource Bank (www.globalpeople.org.uk) developed in Phase 3 of the eChina-UK Programme. None of this work would have been possible without the sustained support and co-operation of our colleagues in the various eChina-UK projects and at our funding body, the Higher Education Funding Council for England