Factors affecting customer relationship management practices in Thai academic libraries

This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library.     

融合热点事件主题演化的民族文化扩散研究

[目的/意义]借助信息扩散研究方法,对伴随文化内容传播的社交媒体热点这一特殊类型事件中的民族文化演化扩散规律进行探究,为解释民族文化扩散规律、推动民族文化传播提供新视角。[方法/过程]以微博平台“丁真事件”发布文本为数据来源。基于LDA主题模型、民族文化符号识别与情感分析构建主题—民族文化符号—情感关联网络,对热点事件中不同主题传播伴随的民族文化演化扩散动态进行情境还原。量化不同类型用户的民族文化传播影响力,探究热点事件中不同主体的民族文化传递接力过程。[结果/结论]结果表明,从主题—民族文化符号—情感关联网络构建与传播主体影响力两大层次分析社交媒体情境下民族文化扩散路径规律,可帮助人文学者精准把握文化传播细节及其动态交互特征。     

融合热点事件主题演化的民族文化扩散研究

[目的/意义]借助信息扩散研究方法,对伴随文化内容传播的社交媒体热点这一特殊类型事件中的民族文化演化扩散规律进行探究,为解释民族文化扩散规律、推动民族文化传播提供新视角。[方法/过程]以微博平台“丁真事件”发布文本为数据来源。基于LDA主题模型、民族文化符号识别与情感分析构建主题—民族文化符号—情感关联网络,对热点事件中不同主题传播伴随的民族文化演化扩散动态进行情境还原。量化不同类型用户的民族文化传播影响力,探究热点事件中不同主体的民族文化传递接力过程。[结果/结论]结果表明,从主题—民族文化符号—情感关联网络构建与传播主体影响力两大层次分析社交媒体情境下民族文化扩散路径规律,可帮助人文学者精准把握文化传播细节及其动态交互特征。     

Factors affecting customer relationship management practices in Thai academic libraries

This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library.     

Examining the anti-corruption effect of e-government and the moderating effect of national culture: A cross-country study

This study addresses whether e-government influences the level of corruption control in a cross-country view. To that end, it examines the influence of e-government service maturity on corruption control considering international-level political, economic, and cultural differences. The path analysis on the relationships among various global indicators reveals that e-government service maturity contributes to controlling corruption, and national culture moderates the anti-corruption effect of e-government. Cross-country disparities in political, economic, and cultural conditions influence the variation in the impact of e-government on corruption control. While convincing evidence that affluent democracies can control corruption more effectively than other countries is presented, an examination of cultural moderation finds that national cultures characterized as having unequal power distribution and uncertainty avoidance have a decreased anti-corruption effect of e-government.     

把握世界文化发展趋势 寻求中国文化发展对策

《世界文化报告 1 998》第一次就世界各国文化发展趋势以及文化与发展的关系 ,进行了全面调查和分析。本文围绕世界文化形势等问题 ,综合各家之言做了简要叙述。在此基础上 ,作者就如何观察世界文化形势和制订对策提出意见 :我国有关部门应进一步转变观念 ,加强文化产业的建设 ;内地应加强和香港在文化产业方面的联系 ;加强保护国内文化多样性 ,特别是保护濒危少数民族文化的力度 ;在世界贸易中应支持“文化例外”的政策     

Seeking Cultural Relevance

This study identifies the prevalence of culturally oriented writing techniques found in international news coverage of major American newspapers, through a concept explication and content analysis. These techniques, which I call “culture peg” and “culture link,” are content and thematic choices in international coverage that journalists make to enhance the material's appeal to their home audience. They are, in essence, cultural meaning-making processes that render foreign stories relevant to the home audience which might not otherwise be interested in international news. A content analysis revealed that these cultural strategies, deployed in both text and photographs, were employed in 72 percent of international news articles in the New York Times. Excessive use of such methods might skew the understanding of foreign cultures/societies for the readership. Theoretical and methodological implications of the study are discussed.     

Indigenous cultural values and journalism in the Asia-Pacific region: a brief history of Māori journalism

A number of scholars in the Asia-Pacific region have in recent years pointed to the importance that cultural values play in influencing journalistic practices. The Asian values debate was followed up with empirical studies showing actual differences in news content when comparing Asian and Western journalism. At the same time, such studies have focused on national cultures only. This paper instead examines the issue against the background of an Indigenous culture in the Asia-Pacific region. It explores the way in which cultural values may have played a role in the journalistic practice of Māori journalists in Aotearoa New Zealand over the past nearly 200 years and finds numerous examples that demonstrate the significance of taking cultural values into account. The paper argues that the role played by cultural values is important to examine further, particularly in relation to journalistic practices amongst sub-national news cultures across the Asia-Pacific region.     

论社区图书馆的文化定位

在新城市文化的冲击下,我国社区文化呈现出多元共生的文化范式,作为社区文化环境建设的重要机构,社区图书馆的文化定位必须与所在社区的文化相符,必须要体现出所在社区特有的文化特性,文章指出,面对不同的社区文化,图书馆无论是在服务方式上还是资源建设上都要体现出这一特性,这是社区图书馆得以发展的关键所在,文章还论述了各类型社区图书馆的文化定位及构建原则.     

Doubly Dominated

Based on comprehensive surveys in 2005 and 2013 among journalists, professional critics, and artists in Norway, this article analyses the cultural journalists’ position within the fields of journalism and culture. Although increasingly adhering to journalistic ideals and becoming more similar to other journalists through education and social recruitment, cultural journalism is still not the place to gain prestige and honour in the journalistic field. As cultural journalists tend to be recruited more from journalism schools than from higher education in the humanities, they also lack the skills and knowledge to be properly recognized within the cultural field. Cultural journalists seem to occupy a subordinated position in both fields—they are doubly dominated. The analysis also shows increasing differences between cultural journalists and professional critics. Cultural journalists are more anti-elite and populist in their view on culture than critics (and artists), and they are more likely than these groups to be supportive of the idea of culture as a private realm of leisure that should be guided more strongly by economic interests. There are signs of a division of labour where critique and high culture are left to professional critics, while employed cultural journalists with less formal competence adopt an advisory role in the realm of popular culture. With increasing coverage of popular culture and traditional criticism under pressure, these are signs of a less-critical cultural journalism that falls short of the idea of a cultural public sphere as a site for acquiring intellectual and cultural resources to (better) cope with the complexities of modern life.     

追溯现代精神文明的古典参照:基于稷下学数字人文研究视角

[目的/意义]提出利用数字技术来追溯现代精神文明的古典参照,试图探寻我国精神文化建设的可靠历史依据,树立坚定的文化自信。[方法/过程]以稷下学派为例,收集现代期刊论文和古代史书典籍,利用机器学习和自然语言处理技术构建古今思想文化的对比映射框架。分别通过古今文本的特征表示、主题聚类和思想聚合,实现现代文明对于古典思想的参照,并从治国理政、经济建设、法治思想、教育思想、生态环境等5个方面进行深入分析。[结果/结论]分析表明,现代精神文明与古典文化意识既相通又存在差异。现代的孝道、德治思想在稷下思想中都有所体现。现代教育体系中的素质教育、思想教育能够追溯到古典精神中品德教化踪迹。古今的法制建设在观念上趋同,但在形式上存在差异。经济建设体系的不同也影响了生态建设观念的差异。本研究的设计与实现初步展示现代数字技术对于映射古今思想对照的可行性,为数字人文中的精神思想挖掘提供新思路,尤其对于追寻我国现代文明建设的历史依据具有重要的现实意义。     

(Re)Viewing Reviews: Effects of Emotionality and Valence on Credibility Perceptions in Online Consumer Reviews

This study examines credibility perceptions in online consumer reviews. Specifically, this work investigates the effects of review emotionality (high vs. low), review valence (positive vs. negative), and individuals’ need for affect on source credibility and information credibility. In an online experiment, U.S. adults (N = 327) viewed a product review from Amazon.com varied across four experimental conditions. Results indicate that high-emotionality reviews are perceived as lower in source and information credibility compared to low-emotionality reviews. A moderated mediation model was tested with the source credibility dimensions as possible mediators of information credibility and need for affect as a moderator for the effects of review emotionality. The effects of emotionality on information credibility were significantly mediated by source trustworthiness, and this mediation was moderated by participants’ need for affect, with the credibility-hampering effects of emotionality found only among participants with low and moderate levels of need for affect.     

A cross‐cultural comparison of implicit theories of requesting

The primary aim of this paper is to identify cross‐cultural similarities and differences in people's implicit theories of requesting. Implicit theories are conceptualized as containing information about five interactive constraints that influence choices about requests: (1) Clarity, (2) Perceived imposition, (3) Consideration for the other's feelings, (4) Risking disapproval for self, and (5) Effectiveness. The paper compares how these five constraints are perceived and rated across cultures and traces possible links between the constraints and perceptions of the likelihood of using various request strategies. Participants are a total of 595 undergraduates: 296 Koreans (native speakers of Korean) and 299 Americans (native American English speakers) studying in their respective countries. After reading a hypothetical request situation, participants evaluated request strategies along the five constraint dimensions as well as for likelihood of use. The rank‐ordering of the request strategies along the dimensions were similar across cultures except for effectiveness of strategies. Striking cross‐cultural differences were found in the rank and mean strategy ratings for effectiveness judgments: U.S. participants considered the direct statement strategy as the most effective way of making a request, while Korean participants rated it as the least effective strategy. Regarding the incompatibility among interactive constraints, U.S. participants saw clarity to be closely related to effectiveness of strategies; for Korean participants clarity of strategies was counterproductive to effectiveness. Theoretical and practical implications of these findings are discussed.     

乡村公共文化振兴的基本样态与实践路径

改善乡村公共文化服务,需要在理清基本样态的前提下寻找实践路径。文章以成都、重庆乡镇综合文化站41位工作人员的访谈资料为基础,构建乡村公共文化振兴基本样态与实践路径理论框架。研究发现,乡村公共文化振兴是以公共文化空间建构为导向的,基本样态包括以文化站设施为核心的公共文化服务设施提档升级,形成别具特色的公共文化场景;第三方参与乡村公共文化建设;文娱活动、讲座、培训等作为内核,成为公共文化服务内容;文化旅游融合发展。基于场域理论视角,要注重发挥社会资本、经济资本、文化资本对乡村公共文化服务的促进作用,要积极培育文化人才,注重村民“惯习”改进乡村公共文化服务内容。     

The persuasive effects of delaying identification of high‐and low‐credibility communicators: A meta‐analytic review

A review of extant research evidence indicates that when source identification is delayed until after the message has been presented, the differential effectiveness of high‐ and low‐credibility communicators is reduced. In particular, those combinations of credibility level and advocated position that are ordinarily (i.e., with pre‐message identification) relatively advantageous (a low‐credibility source with a proattitudinal position, or a high‐credibility source with a non‐proattitudinal position) have persuasive effectiveness reduced by delayed identification, whereas those combinations that are ordinarily relatively disadvantageous (a high‐credibility source with a proattitudinal position, or a low‐credibility source with a non‐proattitudinal position) enjoy enhanced effectiveness with delayed identification. The magnitude of the effects associated with identification‐timing variations is quite large (mean absolute value of d = .753), at least by comparison to other factors for which quantitative estimates of persuasive effect are available. The observed effects place constraints on explanations of credibility's effects; in particular, credibility's effects cannot be explained through the mere association of a given communicator with a particular position.     

档案文化研究的悖论及其消解之道

档案文化问题是近年来我国档案学界研究的热点问题之一,而针对档案文化的社会推广与社会公众档案文化观念的养成是我国档案文化实践的重要内容。然而,当前我国档案学界的档案文化认知与社会层面文化认知存在着明显的冲突,这种冲突衍生出我国档案学界对档案文化问题研究的悖论。本文从分析我国档案文化问题现状入手,阐释了档案文化研究悖论的表现及其成因,并分析了消解档案文化认知冲突的途径。     

Comparing the effects of argumentation and facework on Americans and Chinese’ responses to advice in supportive interactions

Advice is a culturally universal form of supportive communication. This study examined cultural similarities and differences between American (N?=?248) and Chinese (N?=?225) college students in their responses to advice messages that differ in terms of argument explicitness and use of facework. A 2 (articulation of response efficacy: presence vs. absence) ×?2 (articulation of feasibility: presence vs. absence) ×?2 (articulation of absence of limitations: presence vs. absence) ×?2 (use of facework: presence vs. absence) experimental design was used in the study. A hypothetical problem situation (failing an exam) was employed in the design and three types of advice substance were included (talking to professor, studying with others, dropping the course). Participants were randomly assigned to read one of the hypothetical conversations in which they received advice from a friend about the problematic situation. The findings of this study demonstrated that, in both cultural groups, advice was more effective (resulting in higher perceptions of advice quality and facilitation of coping, as well as stronger intention to implement the advice) when advice givers outlined the efficacy of the advised action, explained the feasibility of undertaking the advised action, addressed the potential limitations of the advised action, and employed politeness strategies when giving advice. Theoretical and pragmatic implications of the study’s findings, as well as directions for future research are discussed.     

Cultural Journalism and Cultural Critique in a changing Media Landscape

This special issue addresses a topic of journalism studies that has previously been somewhat neglected but which has gained increasing scholarly attention since the mid-2000s: the coverage and evaluation of art and culture, or what we term “cultural journalism and cultural critique.” In this introduction, we highlight three issues that serve to frame the study of cultural journalism and cultural critique more generally and the eight articles of this special issue more specifically: (1) the constant challenge of demarcating cultural journalism and cultural critique, including the interrelations of “journalism” and “critique”; (2) the dialectic of globalisation’s cultural homogenisation, on the one hand, and the specificity of local/national cultures, on the other; and (3) the digital media landscape seen in terms of the need to rethink, perhaps even redefine cultural journalism and cultural critique.     

中华传统文化与图书馆文化建设

人类文明的进步和发展凝聚着中华民族努力奋斗的精神,在对待中华传统文化的传承上应取其精华、去其糟粕,而文化的传承是通过图书馆文献保存未实现的。所以,文化传承本身必然离不开图书馆的发展。中华传统文化达变求新的文化理念,也促进图书馆文化的创新建设。文章基于中华传统文化理念提出研究图书馆文化中的服务管理新视角：拓宽读者阅读渠道,提高服务质量和创新能力,增进图书馆文化的交流与合作。     

中西目录学比较研究刍议

中国近现代目录学是依缘西方学理而建立的,本质上就是“比较”的产物。作为比较的“方法”,与其说是一种行之有效的研究程序或模式,毋宁说是在讨论跨文化目录学比较中碰到的难题,主要包括术语差异问题和文化差异问题两个方面。始自上世纪初的中西目录学比较一开始就与价值立场有关,或“拿来”或拒斥,分别代表了特定时期中国学者对传统文化的不同态度。