Cultural aspects of multi-channel customer management: A case study in Italy

Channel management is one of CRM systems component much influenced by the behaviour of customers in relation to its implementation and use. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contact with the organization’s multi-channels can occur at several touch points throughout the customer lifecycle. Customers’ behaviours may be differentiated according to the individual or micro level, but it might also differ at an ecological or macro level of analysis (Ramaseshan et al., 2006). In this paper the author has conducted a case study in a multinational organization in Italy to analyze customers’ behaviours at a macro level and customers channel choices, through out the customer lifecycle. The author has used a content analysis technique to define the themes of the case study and then used the Structurational Analysis model by Ali and Brooks, (2008) to identify the cultural values dimensions (Ali, et al. 2008a) that influence multi-channel customer management in Italy. The research findings highlight the cultural dimensions, which should be considered while adopting multi-channel customer strategy. Also, the research findings encourage the articulation of situated cultural approach to study cultural impact within IS discipline as alternative approach than predefined culture archetype

Situated cultural approach versu predefined cultural archetypes models

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 discipline. 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).). In this paper, the author provides a criticism of predefined cultural archetypes models and highlight the problems of using such approach in studying culture within IS discipline. The author demonstrates a comprehensive framework of situated culture approach to study culture within IS discipline, as alternative approach to avoid the criticism of predefined cultural archetypes models. This is achieved via an articulation of Structuration Theory. The author argues that using a practice lens for studying the use of technology by Orlikowski (2000), contributes to identifying the mediated shared structures between actors through understanding the actions of the actors within IS phenomena. Then, using a Structurational analysis approach by Walsham (2002) contributes to identifying the cultural dimensions that are embedded in the identified mediated shared structures

Marching towards decolonisation: notes and reflections

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Biopower, governmentality, and capitalism through the lenses of freedom: a conceptual enquiry

In this paper I propose a framework to understand the transition in Foucault’s work from the disciplinary model to the governmentality model. Foucault’s work on power emerges within the general context of an expression of capitalist rationality and the nature of freedom and power within it. I argue that, thus understood, Foucault’s transition to the governmentality model can be seen simultaneously as a deepening recognition of what capitalism is and how it works, but also the recognition of the changing historical nature of the actually existing capitalisms and their specifically situated historical needs. I then argue that the disciplinary model should be understood as a contingent response to the demands of early capitalism, and argue that with the maturation of the capitalist enterprise many of those responses no longer are necessary. New realities require new responses; although this does not necessarily result in the abandonment of the earlier disciplinary model, it does require their reconfiguration according to the changed situation and the new imperatives following from it

QPO frequency derivative - frequency correlation indicates non-Keplerian boundary layer with a maximum in rotation rate

The correlation between the frequency and the absolute value of the frequency derivative of the kilohertz QPOs observed for the first time from 4U 1636-53 is a simple consequence and indicator of the existence of a non-Keplerian rotation rate in the accretion disk boundary layer. This paper interprets the observed correlation, showing that the observations provide strong evidence in support of the fundamental assumption of disk accretion models around slow rotators, that the boundary layer matches the Keplerian disk to the neutron star magnetosphere.Comment: Accepted for publication in MNRAS Letter