Customer Relationship Management (CRM): A Comparative Study between U.S.A. and Spain

This paper surveys the marketing executives of the top companies in Spain with more than 100 million euros on net sales and reports the status of Customer Relationship Management (CRM) solutions in their companies. The results are compared with the U.S.A. status reported by a previous study developed by InformationWeek Research in 2000 with a sample based on Fortune 500. One hundred and thirty-six companies participated in this study. The data provides insights into the strengths and weaknesses of the CRM in Spain in comparison with USA. Some viable actions are recommended to improve the usage of CRM and to reshape the future of these systems

Demand Impact for Prices Ending with “9” and “0” in Online and Offline Consumer Goods Retail Trade Channels

Studies on demand impact for 9-ending and rounded prices have so far offered controversial results, with hardly any research focusing on their effect on online commerce or in a multichannel sales context. Our study aims to fill this gap by analyzing the conditions that influence the strategy behind setting such type of pricing in the multichannel retail business of fast-moving consumer goods (FMCG). To test the formulated hypotheses, scanner data from FMCG retailers are used. In addition to “demand” and “price”, “promotion communication”, “retailer type” and “price level” are included as moderators between 9-ending, rounded prices and demand. The results aim to provide, both in the academic and business fields, systematic findings of pricing relationships between online and offline channels which contribute to a better management strategy for “9-ending” and “rounded” prices. Keywords: Prices; 9-ending Prices; Rounded Prices; E-Commerce. JEL Classifications: M31, L81, C32 DOI: https://doi.org/10.32479/irmm.1068

SuperCam Calibration Targets: Design and Development

SuperCam is a highly integrated remote-sensing instrumental suite for NASA’s Mars 2020 mission. It consists of a co-aligned combination of Laser-Induced Breakdown Spectroscopy (LIBS), Time-Resolved Raman and Luminescence (TRR/L), Visible and Infrared Spectroscopy (VISIR), together with sound recording (MIC) and high-magnification imaging techniques (RMI). They provide information on the mineralogy, geochemistry and mineral context around the Perseverance Rover. The calibration of this complex suite is a major challenge. Not only does each technique require its own standards or references, their combination also introduces new requirements to obtain optimal scientific output. Elemental composition, molecular vibrational features, fluorescence, morphology and texture provide a full picture of the sample with spectral information that needs to be co-aligned, correlated, and individually calibrated. The resulting hardware includes different kinds of targets, each one covering different needs of the instrument. Standards for imaging calibration, geological samples for mineral identification and chemometric calculations or spectral references to calibrate and evaluate the health of the instrument, are all included in the SuperCam Calibration Target (SCCT). The system also includes a specifically designed assembly in which the samples are mounted. This hardware allows the targets to survive the harsh environmental conditions of the launch, cruise, landing and operation on Mars during the whole mission. Here we summarize the design, development, integration, verification and functional testing of the SCCT. This work includes some key results obtained to verify the scientific outcome of the SuperCam system

Identification and measurement of opinion leadership, satisfaction and loyalty in art services

International audienceIn order to maintain and improve the relationships with their audiences, art organizations measure the service offered through several indicators that should be interrelated and analyzed with an integrated perspective. On the one hand, measurement of the audience’s experience and their future intentions in relation to the arts venue; on the other, identification of individuals who are opinion leaders and can contribute to increase the organization’s loyalty indices. The marketing literature offers extensive information regarding the experience received and the patron’s future intentions. However, there is little material about opinion leadership and its impact towards loyalty. We seek to expand this perspective and develop a multidimensional scale that allow managers to measure and integrate these two areas, in the context of an art service. A structured based questionnaire was used and data was collected in an art venue, in London, UK

Does opinion leadership influence service evaluation and loyalty intentions? Evidence from an arts services provider

Compté en septembre 17International audienceThe role of opinion leadership to develop positive loyalty effects in the arts services has received little attention. The objectives of this paper are: first, to test the influence of opinion leadership between service attributes and loyalty; and second, to test if this effect is different across gender and education level groups. The model was validated using EFA and multiple regression analysis with bootstrapping. Results fully support that during the service evaluation process, loyalty is predicted differently according to the individual's opinion leadership level. When opinion leadership is high, satisfaction-related attributes are determinant to predict a person's loyalty; when opinion leadership is low, perceived quality-related attributes act as predictors of loyalty. The data also supports a moderation effect amongst women and visitors in the high education level group. These findings highlight the importance of understanding opinion leaders in identifying ways for an organization to strengthen interactions among arts patrons, and develop positive loyalty effects

Do Satisfaction and Loyalty Have a Linear Relationship? Effect of the Education Level on Arts Participation

International audienceThis paper aims to explore the relationship between perceived satisfaction and loyalty of Spanish arts participants. Evidence suggests that customer satisfaction plays a key role in an organization’s ability to maintain a relationship with its customers. We examined the link between satisfaction and loyalty within a theoretical framework based on an empirical study in which data from more than 14,000 respondents were obtained. This data allowed us to evaluate the arts consumer from an attitudinal and behavioral perspective looking at their interests, satisfaction level, frequency of attendance, and compare it using the participant’s education level. A descriptive statistical analysis using ANOVA (analysis of variance), correlation, partial correlation, and multiple regression provided evidence that, in the context of experiencing an arts show, satisfaction does not have any impact on loyalty but education level plays a significant role in people’s interest and loyalty

Demand impact for prices ending with “9” and “0” in online and offline consumer goods retail trade channels

Studies on demand impact for 9-ending and rounded prices have so far offered controversial results, with hardly any research focusing on their effect on online commerce or in a multichannel sales context. Our study aims to fill this gap by analyzing the conditions that influence the strategy behind setting such type of pricing in the multichannel retail business of fast-moving consumer goods (FMCG). To test the formulated hypotheses, scanner data from FMCG retailers are used. In addition to “demand” and “price”, “promotion communication”, “retailer type” and “price level” are included as moderators between 9-ending, rounded prices and demand. The results aim to provide, both in the academic and business fields, systematic findings of pricing relationships between online and offline channels which contribute to a better management strategy for “9-ending” and “rounded” prices.info:eu-repo/semantics/publishedVersio

SuperCam on the Perseverance Rover for Exploration of Jezero Crater: Remote LIBS, VISIR, Raman, and Time-Resolved Luminescence Spectroscopies Plus Micro-Imaging and Acoustics

International audienc

A randomized trial of planned cesarean or vaginal delivery for twin pregnancy

Background: Twin birth is associated with a higher risk of adverse perinatal outcomes than singleton birth. It is unclear whether planned cesarean section results in a lower risk of adverse outcomes than planned vaginal delivery in twin pregnancy.\ud \ud Methods: We randomly assigned women between 32 weeks 0 days and 38 weeks 6 days of gestation with twin pregnancy and with the first twin in the cephalic presentation to planned cesarean section or planned vaginal delivery with cesarean only if indicated. Elective delivery was planned between 37 weeks 5 days and 38 weeks 6 days of gestation. The primary outcome was a composite of fetal or neonatal death or serious neonatal morbidity, with the fetus or infant as the unit of analysis for the statistical comparison.\ud \ud Results: A total of 1398 women (2795 fetuses) were randomly assigned to planned cesarean delivery and 1406 women (2812 fetuses) to planned vaginal delivery. The rate of cesarean delivery was 90.7% in the planned-cesarean-delivery group and 43.8% in the planned-vaginal-delivery group. Women in the planned-cesarean-delivery group delivered earlier than did those in the planned-vaginal-delivery group (mean number of days from randomization to delivery, 12.4 vs. 13.3; P = 0.04). There was no significant difference in the composite primary outcome between the planned-cesarean-delivery group and the planned-vaginal-delivery group (2.2% and 1.9%, respectively; odds ratio with planned cesarean delivery, 1.16; 95% confidence interval, 0.77 to 1.74; P = 0.49).\ud \ud Conclusion: In twin pregnancy between 32 weeks 0 days and 38 weeks 6 days of gestation, with the first twin in the cephalic presentation, planned cesarean delivery did not significantly decrease or increase the risk of fetal or neonatal death or serious neonatal morbidity, as compared with planned vaginal delivery

Global attitudes in the management of acute appendicitis during COVID-19 pandemic: ACIE Appy Study

Background: Surgical strategies are being adapted to face the COVID-19 pandemic. Recommendations on the management of acute appendicitis have been based on expert opinion, but very little evidence is available. This study addressed that dearth with a snapshot of worldwide approaches to appendicitis. Methods: The Association of Italian Surgeons in Europe designed an online survey to assess the current attitude of surgeons globally regarding the management of patients with acute appendicitis during the pandemic. Questions were divided into baseline information, hospital organization and screening, personal protective equipment, management and surgical approach, and patient presentation before versus during the pandemic. Results: Of 744 answers, 709 (from 66 countries) were complete and were included in the analysis. Most hospitals were treating both patients with and those without COVID. There was variation in screening indications and modality used, with chest X-ray plus molecular testing (PCR) being the commonest (19\ub78 per cent). Conservative management of complicated and uncomplicated appendicitis was used by 6\ub76 and 2\ub74 per cent respectively before, but 23\ub77 and 5\ub73 per cent, during the pandemic (both P < 0\ub7001). One-third changed their approach from laparoscopic to open surgery owing to the popular (but evidence-lacking) advice from expert groups during the initial phase of the pandemic. No agreement on how to filter surgical smoke plume during laparoscopy was identified. There was an overall reduction in the number of patients admitted with appendicitis and one-third felt that patients who did present had more severe appendicitis than they usually observe. Conclusion: Conservative management of mild appendicitis has been possible during the pandemic. The fact that some surgeons switched to open appendicectomy may reflect the poor guidelines that emanated in the early phase of SARS-CoV-2