Measuring the effect of customer relationship management (CRM) components on the non financial performance of commercial banks: Egypt case

This paper presents customer relationship management (CRM) components as applied on the Egyptian Commercial Banks, examined from the bankers' point of view. Then, it intends to measure their effect on the level of customer satisfaction and loyalty from the customers’ point of view as examples of the non financial performance measures. The paper is quantitative in nature and consists of two different structured questionnaires using convenience/quota sampling. The first involved 180 employees in order to measure CRM applicability, and the second involved 270 customers to measure the level of customer satisfaction and loyalty and their effect on the Egyptian Commercial Banks' financial performance The findings show that the selected banks apply CRM components but the level of application differs from one bank to another. The results showed a significant positive relationship between CRM and customer satisfaction in the Egyptian Commercial Banks, when applying them together and not separately. In addition, there is a strong positive effect between customer satisfaction and loyalty which was reflected on the Commercial Banks' financial performance. The findings confirm the importance of studying and implementing CRM to achieve customer loyalty and improve the Egyptian Commercial Banks financial performance. Banks wishing to improve their relationships with customers need to focus on the CRM components to develop relevant and effective marketing strategies and tactics. The paper measures the CRM as a multidimensional construct as applied on the Egyptian Commercial Banks and relate it to the achievement of the ultimate goal of retaining customers to gaining a sustainable competitive advantage and achieve more profits

PriCL: Creating a Precedent A Framework for Reasoning about Privacy Case Law

We introduce PriCL: the first framework for expressing and automatically reasoning about privacy case law by means of precedent. PriCL is parametric in an underlying logic for expressing world properties, and provides support for court decisions, their justification, the circumstances in which the justification applies as well as court hierarchies. Moreover, the framework offers a tight connection between privacy case law and the notion of norms that underlies existing rule-based privacy research. In terms of automation, we identify the major reasoning tasks for privacy cases such as deducing legal permissions or extracting norms. For solving these tasks, we provide generic algorithms that have particularly efficient realizations within an expressive underlying logic. Finally, we derive a definition of deducibility based on legal concepts and subsequently propose an equivalent characterization in terms of logic satisfiability.Comment: Extended versio

Organizational culture, internal marketing, and perceived organizational support in portuguese higher education institutions

Changes imposed on public higher education institutions try to adopt some management practices in public organizations. In this study, we intend to understand how organizational culture (support, innovation, goals, rules) and internal marketing can contribute to the organizational support of employees of higher education institutions. The study was developed with a sample of 635 employees. The results show that organizational culture and internal marketing contribute to the explanation of perceived organizational support (POS). Then, through a structural equation model, it was possible to confirm the contribution of support culture and internal marketing to the explanation of POS. More studies are necessary taking students' point of view into account. These results reveal the importance of the fact that organizations need to implement a culture of support and appropriate internal communication networks that allow employees to perceive social support.FCT-Foundation for Science and Technology [UID/SOC/04020/2013

Management matters: a practice guide

A practice guide based on research about leadership and management in children's homes. For managers and staff teams working in children's residential care

The Knowledge Application and Utilization Framework Applied to Defense COTS: A Research Synthesis for Outsourced Innovation

Purpose -- Militaries of developing nations face increasing budget pressures, high operations tempo, a blitzing pace of technology, and adversaries that often meet or beat government capabilities using commercial off-the-shelf (COTS) technologies. The adoption of COTS products into defense acquisitions has been offered to help meet these challenges by essentially outsourcing new product development and innovation. This research summarizes extant research to develop a framework for managing the innovative and knowledge flows. Design/Methodology/Approach – A literature review of 62 sources was conducted with the objectives of identifying antecedents (barriers and facilitators) and consequences of COTS adoption. Findings – The DoD COTS literature predominantly consists of industry case studies, and there’s a strong need for further academically rigorous study. Extant rigorous research implicates the importance of the role of knowledge management to government innovative thinking that relies heavily on commercial suppliers. Research Limitations/Implications – Extant academically rigorous studies tend to depend on measures derived from work in information systems research, relying on user satisfaction as the outcome. Our findings indicate that user satisfaction has no relationship to COTS success; technically complex governmental purchases may be too distant from users or may have socio-economic goals that supersede user satisfaction. The knowledge acquisition and utilization framework worked well to explain the innovative process in COTS. Practical Implications – Where past research in the commercial context found technological knowledge to outweigh market knowledge in terms of importance, our research found the opposite. Managers either in government or marketing to government should be aware of the importance of market knowledge for defense COTS innovation, especially for commercial companies that work as system integrators. Originality/Value – From the literature emerged a framework of COTS product usage and a scale to measure COTS product appropriateness that should help to guide COTS product adoption decisions and to help manage COTS product implementations ex post

Identifying robust response options to manage environmental change using an ecosystem approach:a stress-testing case study for the UK

A diverse range of response options was evaluated in terms of their utility for sustaining ecosystem services in the UK. Robustness of response options was investigated by applying a ‘stress-testing’ method which evaluated expected performance against combined scenarios of socioeconomic and climate change. Based upon stakeholder feedback, a reference scenario representing current trends in climate and socioeconomic drivers (‘business-as-usual’) was used as a dynamic baseline against which to compare results of other scenarios. The robustness of response options was evaluated by their utility in different environmental and social contexts as represented by the scenarios, and linked to their adaptability to adjust to changing conditions. Key findings demonstrate that adaptability becomes increasingly valuable as the magnitude and rate of future change diverges from current trends. Stress-testing also revealed that individual responses in isolation are unlikely to be robust meaning there are advantages from integrating cohesive combinations (bundles) of response options to maximise their individual strengths and compensate for weaknesses. This identifies a role for both top-down and bottom-up responses, including regulation, spatial targeting, incentives and partnership initiatives, and their use in combination through integrated assessment and planning consistent with the adoption of an Ecosystem Approach. Stress-testing approaches can have an important role in future-proofing policy appraisals but important knowledge gaps remain, especially for cultural and supporting ecosystem services. Finally, barriers and enablers to the implementation of more integrated long-term adaptive responses were identified drawing on the ‘4 Is’ (Institutions, Information, Incentives, Identity) conceptual framework. This highlighted the crucial but usually understated role of identity in promoting ownership and uptake of responses

Development of a Brief Measure of Career Development Influences Based on the Systems Theory Framework

This paper documents the initial development and validation of a brief quantitative measure of career development influences based on the Systems Theory Framework of career development (McMahon & Patton, 1995; Patton & McMahon, 1997, 1999, 2006). Initial exploratory factor analyses of pilot study data revealed a six factor structure based on 20 of the 28 influences. A subsequent confirmatory factor analysis procedure using SEM revealed a fundamentally stable factor structure across the two different populations tested, although some further modifications were made to the scale. The final 19 item scale identified five correlated factors, of which three were within the framework’s individual system, one was within the social system, and one was within the environmental-societal system. In the final section of the paper, the theoretical implications of this factorial structure and the importance of the 'world of work knowledge' influence are addressed. The utility of the career development influences scale as a brief measure to contextualise more targeted measures in large scale quantitative career development studies is discussed