Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors

Customer relationship management (CRM) and knowledge management (KM) have become key strategic tool for all companies, especially in the current competitive environment. Moreover, customer knowledge is an important issue for CRM implementation. Reviewing the literature, we found many studies that analyze the crucial role played by KM initiatives as determinants of the success of CRM. Moreover, we found also diverse studies that show high rates of failure when implementing that strategy, so there is still no integrated conceptual framework to guide companies to their successful implementation. In this paper, with data of 153 Spanish hotels, we examine the relationships between KM and CRM success using a structural equation model. The main contribution is that having knowledge management capabilities is not sufficient for the success of CRM, but there are other factors to consider. In particular, organizational factors indeed impact CRM success and they appear to be intermediaries of the impact of other factors (KM capabilities/technological/customer orientation factors) in the success of CRM (in financial and marketing terms).     

The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust

The online merchant of an e-marketplace consists of an intermediary, providing the market infrastructure, and the community of sellers conducting business within that infrastructure. Typically, consumers willingly buy from unknown sellers within an e-marketplace, despite the apparent risk, since they trust the institutional mechanisms furnished by the relatively well-known intermediary. Consumers’ trust in one component of the e-marketplace merchant may not only affect their trust in the other, but also influence the way consumers make online purchases. This paper explores the impact of trust on consumer behavior in e-marketplaces. An empirical study has been conducted to accomplish our research objectives, using a questionnaire survey of 222 active e-marketplace shoppers in Korea. The results reveal that consumer trust in an intermediary has a strong influence upon both attitudinal loyalty and purchase intentions, although consumer trust in the community of sellers has no significant effect on the two constructs representing consumer behavior. In addition, it was found that trust is transferred from an intermediary to the community of sellers, implying that the trustworthiness of the intermediary plays a critical role in determining the extent to which consumers trust and accept the sellers in the e-marketplace. This paper offers some implications from the findings of the research.     

Inspiratory muscle warm-up and inspiratory muscle training: separate and combined effects on intermittent running to exhaustion

In the present study, we examined the independent and combined effects of an inspiratory muscle warm-up and inspiratory muscle training on intermittent running to exhaustion. Twelve males were recruited to undertake four experimental trials. Two trials (Trials 1 and 2) preceded either a 4-week training period of 1 × 30 breaths twice daily at 50% (experimental group) or 15% (control group) maximal inspiratory mouth pressure (PImax). A further two trials (Trials 3 and 4) were performed after the 4 weeks. Trials 2 and 4 were preceded by a warm-up: 2 × 30 breaths at 40% PImax. Pre-training PImax and distance covered increased (P < 0.05) similarly between groups after the warm-up (~11% and ~5-7% PImax and distance covered, respectively). After training, PImax increased by 20 ± 6.1% (P < 0.01; d = 3.6) and 26.7 ± 6.3% (P < 0.01; d = 3.1) when training and warm-up were combined in the experimental group. Distance covered increased after training in the experimental group by 12 ± 4.9% (P < 0.01; d = 3.6) and 14.9 ± 4.5% (P < 0.01; d = 2.3) when training and warm-up interventions were combined. In conclusion, inspiratory muscle training and inspiratory muscle warm-up can both increase running distance independently, but the greatest increase is observed when they are combined.     

How full is your luggage? Background knowledge of zoo visitors regarding sharks

For the general population, sharks have a reputation that does not really fit with their biological and ecological nature. Informal surveys often classify sharks as dangerous, aggressive and/or man-eaters. This apparent common knowledge seems difficult to detach from the conscience of many worldwide zoo visitors, even with the help of shark-focused educational programmes. As so, how can zoos and aquariums contribute to a change in this paradigm? Are the education and conservation strategies effective to the average zoo visitor? In this study, young visitors’ perceptions regarding sharks were assessed with the goal of identifying a valid Learning Progression, thus helping to update and develop different and more effective educational strategies and methodologies. The study took place at Zoomarine, an oceanographic park located in southern Portugal, with visitors aged between 8 and 16. A case study was conducted using a qualitative research approach (drawings and interviews) resulting in a Learning Progression Hypothesis. The proposed Learning Progression is composed of three knowledge levels for the participants’ biological perceptions regarding sharks. The results of this study showed a clear predominance of anthropomorphic and anthropocentric visions, as well as a utilitarian view of sharks and ecosystem, thus conditioning the visitors’ epistemological knowledge.     

PARTY IDENTIFICATION AND ATTITUDES TOWARDS HOMOSEXUALS IN GREAT BRITAIN

Legislative activity and controversy concerning the issue ofhomosexual rights and practices has intensified in Britain overthe last decade. Despite this increase in intensity, however,the question of mass public opinion in relation to homosexualrights and practices has received little empirical investigation.In an effort to remedy this situation, this paper focuses onthe influence of party identification in determining publicattitudes towards homosexuals. Using data from the British SocialAttitudes Surveys, the results suggest that although party identificationexerts an independent and statistically significant effect onattitudes towards homosexuals, in all cases, however, theseeffects are both secondary and variable. Other equally, if notmore salient, determinants include: gender, education, age,occupation, and type of homosexual relationship. Of these varioussocio–demographic variables, both age and education standout as having the strongest and most consistent effect. In otherwords, at least as far as current British society is concerned,anti-homosexual views are most prevalent among both older individualsas well as the lesser educated.     

Intra-task variability of trunk coordination during a rate-controlled bipedal dance jump

In this study, we investigated trunk coordination during rate-controlled bipedal vertical dance jumps. The aims of the study were to investigate the pattern of coordination and the magnitude of coordination variability within jump phases and relative to phase-defining events during the jump. Lumbar and thoracic kinematics were collected from seven dancers during a series of jumps at 95 beats per minute. The vector coding technique was used to quantify the pattern and variability of trunk coordination. Coordination was predominantly anti-phase during propulsion and landing. Mean coordination variability peaked just before the landing phase and at the transition from landing to propulsion phases, and was lowest during the propulsion phase just before toe-off. The results indicate that peaks in variability could be explained by task and phase-specific biomechanical demands.     

Transparency and technological change: Ensuring equal and sustained public access to government information

The Obama administration campaigned on the platform of increased transparency and access to government information after the limitations of the Bush years. As part of this focus on transparency, the Obama administration is emphasizing the use of e-government and new social media services to open up access to government. This paper explores the considerations and challenges of this approach, such as the inclusion of members of the public with limited access to the internet, the use of non-governmental channels to disseminate government information, the permanence of digital-born government information, and the design of e-government.     

Cinders in Snow? Indigenous Teacher Identities in Formation

The identity work engaged in by Indigenous teachers1 1. We use the term ‘Indigenous’ here to include Aboriginal and Torres Strait Islander people working in Australian schools, although most of our informants to date are from Victoria, NSW and Queensland, who do not use the term ‘Indigenous’ when identifying themselves and their communities, preferring ‘Aboriginal’, ‘Koori’ or ‘Murri’.. View all notes in school settings is highlighted in a study of Australian Indigenous teachers. The construction of identity in home and community relationships intersects with and can counteract the take up of a preferred identity in the workplace. In this paper we analyse data from interviews with Indigenous teachers, exploring the interplay between culture and identity. We foreground the binary nature of racial assignment in schools, demonstrate how this offers contradictory constructions of identity for Indigenous teachers, and note the effects of history, culture and location in the process of forming a teaching ‘self’.