Cultural Dimensions And CRM Systems: A Cross-Cultural Case Study’

Cultural dimensions are often identified as a crucial influence on the success or failure of Information Systems in general and Customer Relationship Management Systems (CRM) in particular. Several researchers have suggested ways in which management can accommodate these dimensions or solve the problems they may pose. Ali& Alshawi (2005) have proposed a cultural concerns framework for the management of CRM systems implementation in the multinational environment. In this paper the authors test that framework by conducting a qualitative comparative case study in a large multinational organization in two countries. The authors have investigated the implementation of CRM systems within the same organization in both Egypt and the UK. Using observation, document analysis and interviews, qualitative data has been elicited and used a Soft Systems Methodology (SSM) analysis to determine themes for each case study. The result is a framework of cultural dimensions for management of CRM systems, within multinational environment organizations

A conceptual model for global multi-channel customer management

Previous Global CRM research has recommended that scholars reassess all of CRM systems in global environment (Ward 2005; Ramaseshan et al., 2006). Channel management is one CRM systems component much influenced by the behaviour of customers in relation to the implementation and use of channel management CRM component. 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 through out 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. A conceptual model has been developed to analyze customers’ behaviours at a macro level and customers channel choices, through out the customer lifecycle

Cultural dimensions and CRM systems: a structurational analysis

Cultural dimensions are often identified as a crucial influence on the success or failure of Information Systems in general and Customer Relationship Management Systems (CRM) in particular. Several researchers have suggested ways in which management can accommodate these dimensions or solve the problems they may pose. Ali& Alshawi (2005) have proposed a cultural concerns framework for the management of CRM systems implementation in the multinational environment. In this paper the authors test that framework by conducting a qualitative comparative case study in a large multinational organization in two countries. The authors have investigated the implementation of CRM systems within the same organization in Egypt and UK. Using observation, document analysis and interviews, qualitative data has been extracted and has been used by the authors to develop a Structurational analysis Walsham (2002) which based on the concepts of Structuration Theory Giddens (1979,1984 ). The authors propose a Structurational analysis of their comparative case study to drive from that the cultural dimensions which may have impact on CRM systems implementation and operation in multinational environment

Culture and IS: A criticism of predefined cultural archetypes studies

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 is perhaps not surprising, given that Hofstede’s typology of culture has been one of the most popular in many different fields of management (Myers and Tan, 2002). Although, this paper focuses on Hofstede’s model of national culture, but many of the criticisms of Hofstede’s model apply equally well to most of the other predefined cultural models. This paper provides a criticism of predefined cultural archetypes and highlight some recommendations for researchers in the filed of culture and IS discipline

Evaluation of specific heat for superfluid helium between 0 - 2.1 K based on nonlinear theory

The specific heat of liquid helium was calculated theoretically in the Landau theory. The results deviate from experimental data in the temperature region of 1.3 - 2.1 K. Many theorists subsequently improved the results of the Landau theory by applying temperature dependence of the elementary excitation energy. As well known, many-body system has a total energy of Galilean covariant form. Therefore, the total energy of liquid helium has a nonlinear form for the number distribution function. The function form can be determined using the excitation energy at zero temperature and the latent heat per helium atom at zero temperature. The nonlinear form produces new temperature dependence for the excitation energy from Bose condensate. We evaluate the specific heat using iteration method. The calculation results of the second iteration show good agreement with the experimental data in the temperature region of 0 - 2.1 K, where we have only used the elementary excitation energy at 1.1 K.Comment: 6 pages, 3 figures, submitted to Journal of Physics: Conference Serie

Cultural dimensions and CRM systems implementation: a preliminary framework

Customer Relationship Management Systems (CRM) in particular. Several researchers have suggested ways in which management can accommodate these dimensions or solve the problems they may pose. Ali& Alshawi (2005) have proposed a cultural dimensions framework for the management of CRM systems implementation in the multinational environment. In this paper the authors test that framework by conducting a qualitative comparative case study in a large multinational organization in two countries. The authors have investigated the implementation of CRM systems within the same organization in both Egypt and the UK. Using observation, document analysis and interviews, qualitative data has been elicited and used a Soft Systems Methodology (SSM) analysis to determine themes for each case study. The authors have used the Structurational analysis by Walsham (2002) which based on the concepts of Structuration Theory by Giddens(1979,1984 ), to propose their explanations of these themes and drag from this analysis the cultural dimensions which may have impact on CRM systems Implementation. The authors have concluded by proposing an updated framework of cultural dimensions for management of CRM systems within multinational environment organizations

Re-entrant magnetic field induced charge and spin gaps in the coupled dual-chain quasi-one dimensional organic conductor Perylene2_2[Pt(mnt)2_2]

An inductive method is used to follow the magnetic field-dependent susceptibility of the coupled charge density wave (CDW) and spin-Peierls (SP) ordered state behavior in the dual chain organic conductor Perylene$_2$[Pt(mnt)$_2$]. In addition to the coexisting SP-CDW state phase below 8 K and 20 T, the measurements show that a second spin-gapped phase appears above 20 T that coincides with a field-induced insulating phase. The results support a strong coupling of the CDW and SP order parameters even in high magnetic fields, and provide new insight into the nature of the magnetic susceptibility of dual-chain spin and charge systems.Comment: 6 pages, 6 figure

A holistic multimodal approach to the non-invasive analysis of watercolour paintings

A holistic approach using non-invasive multimodal imaging and spectroscopic techniques to study the materials (pigments, drawing materials and paper) and painting techniques of watercolour paintings is presented. The non-invasive imaging and spectroscopic techniques include VIS-NIR reflectance spectroscopy and multispectral imaging, micro-Raman spectroscopy, X-ray fluorescence spectroscopy (XRF) and optical coherence tomography (OCT). The three spectroscopic techniques complement each other in pigment identification. Multispectral imaging (near infrared bands), OCT and micro-Raman complement each other in the visualisation and identification of the drawing material. OCT probes the microstructure and light scattering properties of the substrate while XRF detects the elemental composition that indicates the sizing methods and the filler content . The multiple techniques were applied in a study of forty six 19th century Chinese export watercolours from the Victoria & Albert Museum (V&A) and the Royal Horticultural Society (RHS) to examine to what extent the non-invasive analysis techniques employed complement each other and how much useful information about the paintings can be extracted to address art conservation and history questions

Topography Experiment (TOPEX) Software Document Series Volume 7: TOPEX Mission Radar Altimeter Engineering Assessment Report, February 1994

This document describes the GSFC/WFF analysis of the on-orbit engineering data from the TOPEX radar altimeter, to establish altimeter performance. In accordance with Project guidelines, neither surface truth nor precision orbital data are used for the engineering assessment of the altimeter. The use of such data would imply not only a more intensive and complete performance evaluation, but also a calibration. Such evaluations and.calibrations are outside the scope of this document and will be presented in a separate Verification Report