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Article
Publication date: 1 October 2003

Injazz J. Chen and Karen Popovich

Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company's customers. It is an integrated approach to…

125632

Abstract

Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company's customers. It is an integrated approach to managing relationships by focusing on customer retention and relationship development. CRM has evolved from advances in information technology and organizational changes in customer‐centric processes. Companies that successfully implement CRM will reap the rewards in customer loyalty and long run profitability. However, successful implementation is elusive to many companies, mostly because they do not understand that CRM requires company‐wide, cross‐functional, customer‐focused business process re‐engineering. Although a large portion of CRM is technology, viewing CRM as a technology‐only solution is likely to fail. Managing a successful CRM implementation requires an integrated and balanced approach to technology, process, and people.

Details

Business Process Management Journal, vol. 9 no. 5
Type: Research Article
ISSN: 1463-7154

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Article
Publication date: 1 October 2003

Jerry Fjermestad and Nicholas C. Romano Jr

503

Abstract

Details

Business Process Management Journal, vol. 9 no. 5
Type: Research Article
ISSN: 1463-7154

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Article
Publication date: 1 January 1989

O. Gene Norman

In the spring of 1982, I published an article in Reference Services Review on marketing libraries and information services. The article covered available literature on that topic…

442

Abstract

In the spring of 1982, I published an article in Reference Services Review on marketing libraries and information services. The article covered available literature on that topic from 1970 through part of 1981, the time period immediately following Kotler and Levy's significant and frequently cited article in the January 1969 issue of the Journal of Marketing, which was first to suggest the idea of marketing nonprofit organizations. The article published here is intended to update the earlier work in RSR and will cover the literature of marketing public, academic, special, and school libraries from 1982 to the present.

Details

Reference Services Review, vol. 17 no. 1
Type: Research Article
ISSN: 0090-7324

Available. Open Access. Open Access
Article
Publication date: 30 October 2024

Christer André Flatøy

The purpose of this paper is to enrich the HRM literature on freelancers’ work–life balance. To do so, we investigate the difference in freelance and employed journalists’…

317

Abstract

Purpose

The purpose of this paper is to enrich the HRM literature on freelancers’ work–life balance. To do so, we investigate the difference in freelance and employed journalists’ work–life balance and the moderating role of work-scheduling autonomy, job-income security and collegial informational support, drawing on a theory novel to the HRM literature, that is, the Stress of Higher Status Theory.

Design/methodology/approach

Data were collected with a survey questionnaire that was administered to a sample of 1,166 journalists, including 118 freelancers, in Norway in 2021. We analysed this data using a stepwise regression analysis.

Findings

We report three main findings: First, we find evidence indicating that freelance journalists have less work–life balance than employed journalists. Second, our results provide support for the Stress of Higher Status Theory and testify to the relevance this theory has for high-skill workers. Third, only collegial support significantly (positively) moderates freelancers’ work–life balance.

Originality/value

This study adds to the existing literature on freelancing and work–life balance, demonstrating that individuals’ work arrangements have the potential to shape their work facets and work–life balance. The theoretical and practical implications of this are discussed.

Details

Personnel Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0048-3486

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