Constantinos J. Stefanou, Christos Sarmaniotis and Amalia Stafyla
Current competitive challenges induced by globalization and advances in information technology have forced companies to focus on managing customer relationships, and in particular…
Abstract
Current competitive challenges induced by globalization and advances in information technology have forced companies to focus on managing customer relationships, and in particular customer satisfaction, in order to efficiently maximize revenues. This paper reports exploratory research based on a mail survey addressed to the largest 1,000 Greek organizations. The objectives of the research were: to investigate the extent of the usage of customer‐ and market‐related knowledge management (KM) instruments and customer relationship management (CRM) systems by Greek organizations and their relationship with demographic and organizational variables; to investigate whether enterprises systematically carry out customer satisfaction and complaining behavior research; and to examine the impact of the type of the information system used and managers’ attitudes towards customer KM practices. In addition, a conceptual model of CRM development stages is proposed. The findings of the survey show that about half of the organizations of the sample do not adopt any CRM philosophy. The remaining organizations employ instruments to conduct customer satisfaction and other customer‐related research. However, according to the proposed model, they are positioned in the first, the preliminary CRM development stage. The findings also suggest that managers hold positive attitudes towards CRM and that there is no significant relationship between the type of the transactional information system used and the extent to which customer satisfaction research is performed by the organizations. The paper concludes by discussing the survey findings and proposing future research.
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Constantinos J. Stefanou and Andreas Revanoglou
Aims at providing a classification of the ERP integration concept in a healthcare organization and at presenting a real world example of process integration using SAP R/3.
Abstract
Purpose
Aims at providing a classification of the ERP integration concept in a healthcare organization and at presenting a real world example of process integration using SAP R/3.
Design/methodology/approach
Research is based on a case study involving in‐depth semi‐structured interviews with key stakeholders and action research conducted in the hospital during the ERP implementation period.
Findings
Findings suggest that an apparently simple software implementation of an ordering process can have a considerable impact on stakeholders in a complex environment operating ERP software. Organizational change issues, implementation and integration issues of SAP R/3 with other non‐SAP systems and SCM considerations are discussed.
Originality/value
Analyzes enterprise integration concept specifically in a healthcare environment and describes a real world process integration solution (missing from the literature) achieved by using SAP R/3 software.
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Aims to look into the fundamental purpose of accounting information systems (AIS).
Abstract
Purpose
Aims to look into the fundamental purpose of accounting information systems (AIS).
Design/methodology/approach
The paper is based on research and the authors' own knowledge and experience.
Findings
Finds that, if AISs are to justify their function, they have to be re‐defined or “re‐engineered” in light of the new developments mentioned in this article.
Originality/value
The paper indicates the complexity of accounting information systems and justifies the view that the field of research in accounting information systems is wide, multidisciplinary and promising. The results of a well‐conducted research, which is much needed, should benefit organisations and society as a whole.
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Constantinos J. Stefanou and Anastasios Skouras
The purpose of this study is to primarily address the need for expanding e-government in Greece in the labour market. The authors attempt to analyse e-government initiatives in…
Abstract
Purpose
The purpose of this study is to primarily address the need for expanding e-government in Greece in the labour market. The authors attempt to analyse e-government initiatives in labour and social security legislation areas and identify whether private sector companies are willing to utilize them. The re-organization of government functions and procedures is discussed as a means of achieving the desired objectives of all interested parties.
Design/methodology/approach
The study is based on a survey of companies in the area of Heraklion, Crete. A questionnaire instrument was used to collect the data. The authors attempted to identify whether companies would prefer to use either the Integrated Information System (IIS) that the Ministry of Labour has initiated or Payroll Information System (PIS) that is proposed by the authors and provided via a cloud computing platform by the public sector. In addition, the authors use the Delphi technique and a panel of experts consisting of Inspectors of the Ministry of Labour in an attempt to identify which of the aforementioned systems would help make controls more efficient and effective.
Findings
The companies acknowledge the need for e-government and about 50 per cent of them would feel positive about using the proposed application (PIS). Small companies are more willing to accept PIS and large companies feel more positive about using the IIS. Furthermore, the panel of experts agree that the adoption of PIS would help the most in the fight against undeclared work.
Research limitations/implications
The questionnaires were completed by 75 companies in the area of Heraklion, Crete, Greece. The sample, although representative of the structure of Greek industrial sector, is nevertheless small and expresses only the local culture. This limitation provides at the same time opportunities for further research. Although the need for e-government is recognized, there are concerns about the possible failure of new applications’ implementation.
Practical implications
Labour and social security legislation areas are important for modern countries. The paper provides a model of e-government on these areas that if implemented could reduce administrative costs and facilitate public control.
Social implications
The proposed model could enhance employees’ protection and effectively reduce undeclared work.
Originality/value
This study is a first attempt to analyse e-government initiatives in labour and social security legislation areas in Greece. The main idea is not simply to make procedures electronic but to re-organize and re-define these procedures. Thus, the model that is proposed by the authors as a possible way of e-governance appears to help the most in reducing companies’ administration costs, increasing the protection received by the employees and assisting public services in conducting more effective and simpler controls.
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Ruby Haase and Rachel Worthington
Coercive control (which is a form of intimate partner violence [IPV]) is a significant public health concern affecting millions of people throughout the world. Whilst exposure to…
Abstract
Purpose
Coercive control (which is a form of intimate partner violence [IPV]) is a significant public health concern affecting millions of people throughout the world. Whilst exposure to IPV in childhood and adolescence has been shown to contribute to the intergenerational transmission of IPV, this alone does not explain IPV. A range of bio-psycho-social factors contribute to IPV which includes exposure to peer influence on social media platforms, whereby research has shown this online expression of views and opinions can change off-line behaviour. This has extended to not only purchasing products but also influencing attitudes in relation to illegal behaviour such as sexual harassment and sexual assault. The purpose of this study was to explore what young people are being exposed to online, through social media, surrounding coercive controlling behaviour.
Design/methodology/approach
According to Fazel et al. (2021), real-time social media data can provide important information about trends in public attitudes and attitudes towards events in the news. This study used data from Twitter to explore what adolescents are being exposed to online surrounding coercive and controlling behaviour. The data was subsequently analysed using reflexive thematic analysis.
Findings
Three overarching themes were found in relation to coercive control: the Educator; Gaslighter; and the Comedian. Two of these were forms of secondary victimisation.
Practical implications
Social media provides a powerful platform through which people’s attitudes and behaviours may be influenced both positively and negatively in relation to socio-political issues (Lozano-Blasco et al., 2022). The implications of the findings in this study are discussed with recommendations for how social media platforms could be supported to act prevent them from being used as a tool to facilitate the distribution of hate speech in relation to IPV and instead be used as a platform for psycho-education.
Originality/value
Previous research in this field has tended to focus on the impact of IPV and the prevalence rates of IPV in young people, but not on the different types of information young people may be exposed to surrounding relationships on social media platforms.