Engaging suppliers in CRM: The role of justice in buyer–supplier relationships

Given the crucial role of suppliers in collaborative supply chains, it is surprising that little attention has been paid to the nature and management of supplier relationships in the implementation of a retailer's Customer Relationship Management (CRM) strategy. To address this gap in the extant literature, the theory of organizational justice is used to explore the extent to which perceived fairness in buyer–supplier relationships supports or inhibits supplier engagement with the CRM process. The rationale is that suppliers who feel fairly treated by key retail customers are more likely to invest resources in the acquisition and use of data central to the retailer's CRM strategy. By empirically testing a conceptual model linking downstream CRM to upstream SRM, the results provide evidence to indicate that customer data use is significantly influenced by perceptions of fairness, particularly with respect to the distribution of rewards, and the transparency of decision-making processes. As a key criticism of CRM centers upon the failure of organizations to exploit the full potential of customer data, the results highlight the usefulness of understanding the relational linkages between buyers and suppliers and the consequential behavior of suppliers in terms of engagement with customer data vital to the success of retailers’ CRM strategies.     

‘We do not wish to be sofa cushions,or even props to men,but we wish to work by their side’: celebrating women as popular educators at the Anglican Church congresses 1881–1913

ABSTRACT

The Anglican Church congresses sought to foster relations between clergy and lay people. They promoted the Church as part of the social fabric of the nation with parades, civic receptions, services and public talks. Women were a presence at the congresses as platform speakers, organisers, hostesses and members of the audience. Congresses provided opportunities for informal collaborations and networking between organisations including the National Union of Women Workers, Mothers’ Union and Girls’ Friendly Society. Dedicated women’s sections from 1881 provided a space that was exploited by women activists seeking a voice in the public sphere. The congresses reflected a context of increasing professionalisation amongst women. This article celebrates the contribution made by women in the role of popular educators via congress platforms between 1882 and 1913. In addition, the article seeks to commemorate the unvoiced presence of working class women who engaged with the congresses as members of the audience.     

Acknowledging the affective in higher education

This article argues that we need richer conceptions of students as affective and embodied selves and a clearer theorisation of the role of emotion in educational encounters. These areas are currently under‐researched and under‐theorised in higher education. The first part of the article explores the literature on emotion. The second reports on a case study which aimed to map students' emotional journeys over their first year at university. These data highlight the importance of relationships, students' changing emotions over the year, their perceptions of their academic studies and understandings of life at university. The article concludes that it is important to understand the affective dimension in pedagogic encounters and the lifeworld of students, and that it is possible to do so without a collapse into therapeutic discourses.     

Views of cheating among college students and faculty

College students (N = 446) and faculty (N = 97) completed a survey examining views of cheating. Agreement was noted on most situations. When differences were noted, students tended to be stricter than faculty in their evaluations and were more likely than faculty to label a situation as cheating. Opinions and views of cheating were influenced more by behavior, whether “premeditated” or “opportunistic,” than by intention.     

Chasing the sun: a virtual reference service between SAHSLC (SA) and SWICE (UK)

AIM: In 2002, a discussion in the United Kingdom (UK) between South-west Information for Clinical Effectiveness (SWICE) librarians and a member of the South Australian Department of Human Services Libraries' Consortium (SAHSLC) raised the possibility of developing an after-hours virtual reference service between the two consortium groups. The aim of the service is to put medical practitioners in contact with a librarian when urgent help is required in finding clinical medical information after hours. METHODS: A trial project has begun and has been given the name 'Chasing the Sun'. The service will make use of time-zone differences between the UK and Australia, so that librarians at work in another country will be able to answer urgent patient-related queries that cannot wait until normal office hours. RESULTS: This paper looks at the development of 'Chasing the Sun' from initial concept, funding proposal and trial project stage to implementation. It includes details of the groundwork, software evaluation, trials, outcomes, cost and benefits, future directions and potential problems yet to be experienced or overcome. CONCLUSION: This service is the first of its kind between health libraries in the world and offers potential for future worldwide expansion.