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Article
Publication date: 1 January 1987

Charles D. Skok

When the Catholic bishops of the United States prepared the first draft of their pastoral letter on the US economy, they deliberately kept its contents confidential until after…

56

Abstract

When the Catholic bishops of the United States prepared the first draft of their pastoral letter on the US economy, they deliberately kept its contents confidential until after the presidential election of that year. They did not want it to intrude upon the campaign then under way. It was not made public until 11 November, 1984. The Lay Commission, chaired by William E. Simon, issued its document, Toward the Future: Catholic Social Thought and the US Economy, before the bishops' first draft but also after the presidential election. It was not a response to the bishops' then unseen document but an advisory counter‐proposal from a different perspective. The Lay Commission presumed that the two documents would be different certainly in the area of policy recommendations and in the evaluation of the performance of the American economy; they probably anticipated differences also in the understanding of Christian and Catholic tradition and principles. They were not wrong.

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International Journal of Social Economics, vol. 14 no. 1
Type: Research Article
ISSN: 0306-8293

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Article
Publication date: 1 January 1989

Rev. Charles D. Skok

Religion and religious people have been viewed as detrimental to human and social progress. In a now classic case, Edward Gibbon's The Rise and Fall of the Roman Empire held the…

91

Abstract

Religion and religious people have been viewed as detrimental to human and social progress. In a now classic case, Edward Gibbon's The Rise and Fall of the Roman Empire held the blame for the decline of the Roman Empire squarely upon Christianity. But, among the great variety of denunciations of religion, perhaps the most acerbic criticism came from the pen of Karl Marx. He wrote:

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Humanomics, vol. 5 no. 1
Type: Research Article
ISSN: 0828-8666

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Article
Publication date: 1 September 1986

Charles D. Skok

Catholic theologians and ethicists date the modern entrance of the Church into the area of social justice and social economics by the publication of Pope Leo XIII's landmark…

122

Abstract

Catholic theologians and ethicists date the modern entrance of the Church into the area of social justice and social economics by the publication of Pope Leo XIII's landmark encyclical, Rerum Novarum, 15 May, 1891. He began the letter with these words:

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International Journal of Social Economics, vol. 13 no. 9
Type: Research Article
ISSN: 0306-8293

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Article
Publication date: 25 July 2022

Ransome Epie Bawack and Jean Robert Kala Kamdjoug

Enterprise resource planning (ERP) consultants have the expertise required to understand the specific contextual needs of an ERP client, implement tailored business processes that…

1143

Abstract

Purpose

Enterprise resource planning (ERP) consultants have the expertise required to understand the specific contextual needs of an ERP client, implement tailored business processes that meet those needs, and ensure that no potential benefit offered by the ERP remains unexplored by the client. However, conflicts between ERP clients and consultants are a significant source of non-benefit realisation, making managing client–consultant agency crucial to ERP post-implementation benefits realisation. This paper aims to elucidate how managing client–consultant agency affects the benefits derived from ERP systems.

Design/methodology/approach

This paper uses microfinance institutions in 15 sub-Saharan African countries to explore different paths through which managing client–consultant agency leads to benefit realisation in ERP projects. It uses partial least squares structural equation modelling to analyse data from 127 managers and explains the results using insights from agency theory and the information system (IS) success model.

Findings

This paper reveals three routes through which contractual agreements and conflict resolution strategies lead to benefits realisation in ERP projects.

Originality/value

This is the first study that attempts to provide quantitative evidence of how managing the complex relationship between ERP project stakeholders affects ERP project success. It also contributes a novel theoretical model for ERP benefits realisation to complement existing research on ERP agency issues, critical success factors, and benefits realisation.

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Information Technology & People, vol. 36 no. 4
Type: Research Article
ISSN: 0959-3845

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Article
Publication date: 11 July 2016

Linden Dalecki

This paper aims to investigate how various sales personas interacted and played a role in the early growth of Ewing Kauffman’s Marion Laboratories in the 1950s.

364

Abstract

Purpose

This paper aims to investigate how various sales personas interacted and played a role in the early growth of Ewing Kauffman’s Marion Laboratories in the 1950s.

Design/methodology/approach

The approach taken is a variation of “retrodiagnosis” – wherein modern psychographic personas are used to profile historical actors. After reviewing trends in both the academic and trade literatures related to professional and entrepreneurial selling in complex environments, the foundational sales force at Marion Laboratories active in the 1950s was assessed using the five sales personas proposed in a 2011 Corporate Executive Board (CEB) study: namely, hard-workers, relationship-builders, lone-wolfs, reactive-problem-solvers and challengers.

Findings

Individual members of the foundational sales force at Marion Laboratories displayed a number of dominant persona and subdominant persona traits. The relative success and managerial challenges evidenced by individual members of Marion’s foundational sales force are consistent with the CEB sales persona performance patterns. Specifically, those with dominant challenger and lone-wolf personas were especially crucial in driving sales success – to the point that Marion rapidly rose to become the most notable sales force in the American pharmaceutical vertical.

Research limitations/implications

Given that only a single firm was investigated, along with the interpretive and qualitative nature of the study, the findings are not generalizable. Additional studies in a similar vein with similar findings would add further support to the current findings. Theoretical implications related to customer development and effectuation are touched on.

Practical implications

The investigation lends qualitative historical support to the CEB study. The question of optimal-sales-team-persona-mix is worth founder’s consideration.

Originality/value

This is the first study to use contemporary sales personas to investigate a historically significant entrepreneurial sales force.

Details

Journal of Research in Marketing and Entrepreneurship, vol. 18 no. 1
Type: Research Article
ISSN: 1471-5201

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Article
Publication date: 1 April 1996

Barry Myers

It says something of the current state of public discourse that the inclusion of a paper on the social teachings of an organized religion as part of a Conference on…

74

Abstract

It says something of the current state of public discourse that the inclusion of a paper on the social teachings of an organized religion as part of a Conference on Ethico‐Economics must be explained. Theology and Religion, once at the center of any discourse on public policy, has become marginalized in such discussions. There are those who associate the decline of theology with the era of the Cold War. That conclusion is at least debatable. “Economic Man”, in the context of the post‐war period, was very much a social being for whom government and public institutions, a pro‐Keynesian economics, were essential allies. Adam Smith, accepted as the founder of classical Economics, wrote his seminal work, The Wealth of Nations, when he was Professor of Moral Philosophy. Smith's concept of markets was framed as a social and ethical instrument. The Reagan and Thatcher regimes did succeed in undermining economic policy as a social instrument to the extent that most industrial nations and the important international organizations now give pre‐eminence to the balanced budget as the vehicle for corporate interests. The elimination of deficits and the efficacy of financial markets are seen in some quarters not only as ends in themselves but also as means to facilitate each other. The critics of these policies are presently weak and unpopular but they are not silent. This disparate group between them embrace a range of social, cultural, and ethical values. They seek to establish that some ends and some means must be rejected as being ethically unacceptable. It is this context that this paper seeks to position the social teachings of the Roman Catholic Church.

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Humanomics, vol. 12 no. 4
Type: Research Article
ISSN: 0828-8666

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Article
Publication date: 1 August 2005

Charles Møller

The purpose of this paper is to frame next‐generation enterprise systems (ES).

12772

Abstract

Purpose

The purpose of this paper is to frame next‐generation enterprise systems (ES).

Design/methodology/approach

The model is based on a retrospective analysis of the evolution of enterprise systems, enterprise resource planning (ERP) research and emerging business requirements.

Findings

The paper proposes a conceptual framework for extended enterprise resource planning (ERP II). The aim of this model is to compile present ES concepts into a comprehensive outline of ERP II, thus composing a generic map and taxonomy for corporate‐wide enterprise systems.

Research limitations/implications

The paper concludes that the ERP research needs to broaden its perspective in order to accommodate itself to the new issues of next‐generation enterprise systems.

Practical implications

The model is seen as a first step towards a tool to analyse and design complex enterprise systems architecture.

Originality/value

This paper is the first attempt to formalize and capture the ERP II concept and the next‐generation enterprise systems.

Details

Journal of Enterprise Information Management, vol. 18 no. 4
Type: Research Article
ISSN: 1741-0398

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Article
Publication date: 10 October 2016

Farzaneh Amani and Adam Fadlalla

The purpose of this paper is to gain insight into enterprise resource planning (ERP) research by framing ERP intellectual contributions using a knowledge-centric taxonomy that was…

1648

Abstract

Purpose

The purpose of this paper is to gain insight into enterprise resource planning (ERP) research by framing ERP intellectual contributions using a knowledge-centric taxonomy that was originally proposed as an organizing framework for classifying conceptual contributions in marketing. Thus the paper provides a better understanding of existing gaps and future opportunities in ERP research.

Design/methodology/approach

Using MacInnis framework, the authors classified a sample of 300 ERP articles published during the period 2000-2014 into a topology of four generic contributions types and eight sub-types.

Findings

The findings indicate that whereas the explicating type received the most attention by researches, the debating type received the least. It also seems that there is a temporal dimension to the different types of conceptual contributions. Identification of usefulness of the ERP systems to business was not addressed as would have been predicted by the build-evaluate lens of March and Smith framework.

Research limitations/implications

The main limitation of this research is that only used articles from scholarly journals, and did not include conference proceedings, books, and other outlets. Another limitation is that the search criteria was title-based, which may have missed some relevant papers. Research implications include highlighting the importance of a knowledge-centric view of ERP research, and practical implications include the call for robust measurement criteria for ERP benefits and rigorous ERP comparison schemes.

Originality/value

The main contribution is providing an alternative approach to framing the ERP intellectual contributions. The proposed taxonomy revealed major areas of focus and opportunities for future ERP research emphasis. To the best of the authors’ knowledge, this is the first instantiation of MacInnis framework into ERP research.

Details

Journal of Enterprise Information Management, vol. 29 no. 6
Type: Research Article
ISSN: 1741-0398

Keywords

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Article
Publication date: 27 September 2011

Simona Sternad, Miro Gradisar and Samo Bobek

Enterprise resource planning (ERP) systems have been implemented in most organizations for a few years. ERP solutions go through three phases of lifecycle: selection…

5274

Abstract

Purpose

Enterprise resource planning (ERP) systems have been implemented in most organizations for a few years. ERP solutions go through three phases of lifecycle: selection, implementation and operation phase; the operation phase consists of the stabilization stage and the routine stage. To improve the efficiency and effectiveness of ERP system use in the operation phase, organizations need to research the factors that have impact on users' satisfaction. A literature shows that few published studies have examined users' adoption of ERP systems through a technological acceptance model (TAM) or examined external factors that have influence the intention to use an ERP system, or ERP use in the stabilization stage. The purpose of this paper is to expose and research external factors which have influence on ERP users in the operation phase of ERP lifecycle and to investigate the impact of those factors on ERP system use.

Design/methodology/approach

The TAM proposed by Davis has been the most widely‐used model for researching user acceptance and usage of information technology/information systems. Despite the existence of several additions to TAM connected with ERP use, the authors aim to make further contribution in the area of external factors. Within this context the present research is focused on the mature use of ERP system (more than one year of ERP use in an organization). A limited number of external factors mentioned in already published papers connected with TAM regarding ERP use has also been extended. The authors have researched the effect of external factors through the second‐order factors on the original TAM. The model has been empirically tested using the data collected from a survey of 161 ERP users from a national telecom company, which has been using an ERP system since 1999. The model has been analysed using PLS approach.

Findings

The study shows that extended external factors observed through the second‐order factors have important influence on ERP usefulness and ERP ease of use; they also have a strong influence on the attitude toward using ERP system by ERP users in the routine (maturity) stage.

Originality/value

The paper researches the factors which have an impact on ERP solution use in the routine (mature) stage of ERP lifecycle. The paper adds to the literature, in that few previous studies have examined the users' adoption of ERP systems through the TAM or examined external factors that have influence on the intention to use an ERP system or ERP use in the stabilization stage.

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Article
Publication date: 9 April 2020

Charles H. Patti, Maria M. van Dessel and Steven W. Hartley

How can customer service be so bad in an era when companies collect endless data on customer interactions? The purpose of this paper is to contribute to the important challenge of…

4917

Abstract

Purpose

How can customer service be so bad in an era when companies collect endless data on customer interactions? The purpose of this paper is to contribute to the important challenge of elevating customer service delivery by providing guidelines for when and how to select optimal measures of customer service measurement using a new decision framework.

Design/methodology/approach

The paper uses a comprehensive, multi-dimensional review of extant literature related to customer service, journey mapping and performance measurement and applied a qualitative, taxonomic approach for model development.

Findings

A process model and customer journey mapping framework can facilitate the selection and application of appropriate and relevant customer service experience metrics to enhance customer service experience strategies, creation and delivery.

Research limitations/implications

The taxonomy of customer service metrics is limited to current publicly and commercially available metrics. The dynamic nature of the customer service environment necessitates continuous updates of the model and framework.

Practical implications

Selection of customer service performance measures should match relevant stages of the customer journey; use perception-based, operational and outcome-based metrics that track employee and customer behaviours; improve omni-channel measurement; and integrate data-sharing and benchmark measurement initiatives through collaboration with customer service communities.

Originality/value

A reimagined perspective is offered to the complex challenge of measuring and improving customer service, providing a new decision-making framework for customer service experience measurement and guidance for future research.

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