Cataldo Zuccaro and Martin Savard
The objective of this paper is to present and discuss the development of a transaction‐based model for segmenting users of internet banking. It aims to employ a random sample of…
Abstract
Purpose
The objective of this paper is to present and discuss the development of a transaction‐based model for segmenting users of internet banking. It aims to employ a random sample of clients of a large Canadian bank in generating the hybrid segments.
Design/methodology/approach
The basic transactional profile of the bank's clients was merged with Mosaic's financial segments contained in the Generation5 database. A random sample of 3 percent of a large Canadian chartered bank's clients was drawn from its transaction database. The transaction database employed contains clients from Quebec and the Maritime provinces. The sampling frame consisted of close to one million clients. Two‐step cluster analysis was employed to generate the transaction segment and later merged with the Mosaic financial segment to produce hybrid segments.
Findings
Two‐step cluster analysis identified four generic transaction segments which, when cross‐tabulated with the Mosaic financial segments, produced highly stable and interpretable segments. These hybrid segments are clearly superior to conventional life style or psychographic segments produced by classical segmentation methodologies.
Practical implications
The results of this study clearly demonstrate the functional and analytical superiority of hybrid customer segments. Hybrid segmentation, by cross‐tabulating transaction and Mosaic's financial segments, provides banks and financial institutions with superior strategic insights in customer understanding, customer segmentation, customer communication, customer prospecting and targeting.
Originality/value
This paper is the first to present, explain and to demonstrate the nature and the operational procedure to develop hybrid customer/client segments. More importantly, it is the first that goes beyond conventional approaches to segmenting banks' clients who engage in internet banking by integrating clients' transaction profiles and Mosaic financial segments. The resulting hybrid segments are radically different than the conventional, one‐dimensional segments produced by conventional cluster‐based segmentation.
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Sofiane Baba and Emmanuel Raufflet
Stakeholder thinking has contributed considerably to the organizational literature by demonstrating the significance of the environment in managing organizations. Stakeholders…
Abstract
Stakeholder thinking has contributed considerably to the organizational literature by demonstrating the significance of the environment in managing organizations. Stakeholders affect and are affected by organizations’ daily operations and decisions. They have varied and often conflicting interests, making it necessary for managers and organizations to know who they are as well as their attributes. Consequently, Mitchell et al. (1997) developed the stakeholder salience theory to help managers and organizations identify the power of certain stakeholders and their salience to the organization. With a few exceptions, the mainstream stakeholder salience theory is in many ways still largely static, short-term oriented, and firm-centered. The aim of this paper is to revisit certain conformist assumptions concerning the role of marginalized stakeholders, or “dormant” stakeholders, in stakeholder thinking. Overall, this chapter is a call to a new conceptualization of stakeholders that reintroduces stakeholder dynamics at the core of stakeholder thinking to overcome its restrictive shortcomings. We argue that managing stakeholder relationships is not simply meeting stakeholder demands but also involves taking into account the long-term dynamics of stakeholder interactions.
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Bilge Aykol, Manolya Aksatan and I˙layda I˙pek
Drawing on the confirmation–disconfirmation paradigm and the elaboration likelihood model, this study builds and tests a conceptual model that examines the effect of perceived…
Abstract
Drawing on the confirmation–disconfirmation paradigm and the elaboration likelihood model, this study builds and tests a conceptual model that examines the effect of perceived authenticity on affective and behavioural outcomes as well as the moderating role of consumer involvement on the link between authenticity and satisfaction. The model was tested on data collected from 224 members of a theatre audience using structural equation modelling. Results indicate that perceived authenticity associated with both the core arts product and the venue enhances audience satisfaction which is a strong predictor of intention to recommend. Audience involvement with theatre moderates the link between authenticity of venue and satisfaction, with this association being stronger for low-involvement consumers.
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Lova Rajaobelina, Isabelle Brun and Élissar Toufaily
This paper aims to classify online banking customers using demographic and relationship‐based variables and describe their profiles.
Abstract
Purpose
This paper aims to classify online banking customers using demographic and relationship‐based variables and describe their profiles.
Design/methodology/approach
A total of 421 panellists of a large Canadian polling firm self‐administered a web‐based questionnaire. A two‐step analysis was performed using SPSS 18.0. 421 panellists of a large Canadian polling firm self‐administered a web‐based questionnaire. A two‐step analysis was performed using SPSS 18.0.
Findings
Six groups emerged from the analysis, four of which have higher relationship levels and two that have lower levels.
Practical implications
This study provides a better understanding of online banking consumer segments and offer financial institutions relevant descriptive information on each profile. This information should help the implementation of tailored marketing strategies to improve the development and maintenance of online relationships with each of the six customer segments.
Originality/value
This paper contributes to knowledge advancement in both the fields of relationship marketing and that of e‐commerce by providing an overview of the characteristics of relational customers in the e‐banking industry.
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Health scientists and urban planners have long been interested in the influence that the built environment has on the physical activities in which we engage, the environmental…
Abstract
Health scientists and urban planners have long been interested in the influence that the built environment has on the physical activities in which we engage, the environmental hazards we face, the kinds of amenities we enjoy, and the resulting impacts on our health. However, it is widely recognized that the extent of this influence, and the specific cause-and-effect relationships that exist, are still relatively unclear. Recent reviews highlight the need for more individual-level data on daily activities (especially physical activity) over long periods of time linked spatially to real-world characteristics of the built environment in diverse settings, along with a wide range of personal mediating variables. While capturing objective data on the built environment has benefited from wide-scale availability of detailed land use and transport network databases, the same cannot be said of human activity. A more diverse history of data collection methods exists for such activity and continues to evolve owing to a variety of quickly emerging wearable sensor technologies. At present, no “gold standard” method has emerged for assessing physical activity type and intensity under the real-world conditions of the built environment; in fact, most methods have barely been tested outside of the laboratory, and those that have tend to experience significant drops in accuracy and reliability. This paper provides a review of these diverse methods and emerging technologies, including biochemical, self-report, direct observation, passive motion detection, and integrated approaches. Based on this review and current needs, an integrated three-tiered methodology is proposed, including: (1) passive location tracking (e.g., using global positioning systems); (2) passive motion/biometric tracking (e.g., using accelerometers); and (3) limited self-reporting (e.g., using prompted recall diaries). Key development issues are highlighted, including the need for proper validation and automated activity-detection algorithms. The paper ends with a look at some of the key lessons learned and new opportunities that have emerged at the crossroads of urban studies and health sciences.
We do have a vision for a world in which people can walk to shops, school, friends' homes, or transit stations; in which they can mingle with their neighbors and admire trees, plants, and waterways; in which the air and water are clean; and in which there are parks and play areas for children, gathering spots for teens and the elderly, and convenient work and recreation places for the rest of us. (Frumkin, Frank, & Jackson, 2004, p. xvii)
P. Enciu, F. Wurtz, L. Gerbaud and B. Delinchant
The purpose of this paper is to illustrate automatic differentiation (AD) as a new technology for the device sizing in electromagnetism by using gradient constrained optimization…
Abstract
Purpose
The purpose of this paper is to illustrate automatic differentiation (AD) as a new technology for the device sizing in electromagnetism by using gradient constrained optimization. Component architecture for the design of engineering systems (CADES) framework, previously described, is presented here with extended features.
Design/methodology/approach
The paper is subject to further usage for optimization of AD (also named algorithmic differentiation) which is a powerful technique that computes derivatives of functions described as computer programs in a programming language like C/C++, FORTRAN.
Findings
Indeed, analytical modeling is well suited regarding optimization procedure, but the modeling of complex devices needs sometimes numerical formulations. This paper then reviews the concepts implemented in CADES which aim to manage the interactions of analytical and numerical modeling inside of gradient‐based optimization procedure. Finally, the paper shows that AD has no limit for the input program complexity, or gradients accuracy, in the context of constrained optimization of an electromagnetic actuator.
Originality/value
AD is employed for a large and complex numerical code computing multidimensional integrals of functions. Thus, the paper intends to prove the AD capabilities in the context of electromagnetic device sizing by means of gradient optimization. The code complexity as also as the implications of AD usage may stand as a good reference for the researchers in this field area.
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This case explores the turnaround and corporate renewal of the Chicago Blackhawks professional hockey team, which transformed from one of the worst-run organizations in all of…
Abstract
This case explores the turnaround and corporate renewal of the Chicago Blackhawks professional hockey team, which transformed from one of the worst-run organizations in all of professional sports in 2007 to one that won the Stanley Cup (the National Hockey League championship trophy) in 2010. W. Rockwell “Rocky” Wirtz was faced with making critical decisions shortly after inheriting the team from his father, who was the individual most associated with the organization's decline. The team faced financial trouble and had narrowly avoided missing payroll; the previous customer relations strategy (which included refusing to televise home games or to conduct effective marketing) had resulted in significantly diminished brand value; and management and player personnel were devoid of effective leadership. At its nadir, the team was named “The Worst Franchise in Professional Sports” by ESPN in 2004. After assuming control, Rocky embarked on an ambitious corporate renewal strategy that included the following components: leadership: install a new management team with clear goals and creative ideas about how to turn around the organization; culture: reward players for accomplishing their goals and establish a performance-based culture; financial: seek new corporate sponsorships and increase ticket prices once the team established a winning record; and brand and marketing: send a clear message that the team was intent upon winning the championship and design a customer-focused marketing strategy.
After analyzing the case, students should be able to: recommend strategic, financial, and operational changes needed to turn around the organization, and identify key leadership qualities that enable execution of a turnaround plan.
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