Terry Mulhern and Dennis Duffy
Customer loyalty programs have become increasingly popular in a variety of industries. Marketers use loyalty‐building strategies to help improve customer retention and boost share…
Abstract
Customer loyalty programs have become increasingly popular in a variety of industries. Marketers use loyalty‐building strategies to help improve customer retention and boost share of customer. One of the industries in which loyalty programs have been used frequently is retailing. When a customer walks out the door of a retail establishment, the marketer can never be sure that the customer will ever come back. In this case study we will examine how Things Remembered, a national retailer, did all the right things to implement a successful loyalty program and how they avoided many of the mistakes that cause a program to fail.
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Neal M Ashkanasy, Claire E Ashton-James and Peter J Jordan
We review the literature on stress in organizational settings and, based on a model of job insecurity and emotional intelligence by Jordan, Ashkanasy and Härtel (2002), present a…
Abstract
We review the literature on stress in organizational settings and, based on a model of job insecurity and emotional intelligence by Jordan, Ashkanasy and Härtel (2002), present a new model where affective responses associated with stress mediate the impact of workplace stressors on individual and organizational performance outcomes. Consistent with Jordan et al., emotional intelligence is a key moderating variable. In our model, however, the components of emotional intelligence are incorporated into the process of stress appraisal and coping. The chapter concludes with a discussion of the implications of these theoretical developments for understanding emotional and behavioral responses to workplace.
Yeliz Ekinci, Nimet Uray and Füsun Ülengin
The aim of this study is to develop an applicable and detailed model for customer lifetime value (CLV) and to highlight the most important indicators relevant for a specific…
Abstract
Purpose
The aim of this study is to develop an applicable and detailed model for customer lifetime value (CLV) and to highlight the most important indicators relevant for a specific industry – namely the banking sector.
Design/methodology/approach
This study compares the results of the least square estimation (LSE) and artificial neural network (ANN) in order to select the best performing forecasting tool to predict the potential CLV. The performances of the models are compared by the hit ratio, which is calculated by grouping the customers as “top 20 per cent” and “bottom 80 per cent” profitable.
Findings
Due to its higher performance; LSE based linear regression model is selected. The results are found to be highly competitive compared with the previous studies. This study shows that, beside the indicators mostly used in the literature in measuring CLV, two additional groups, namely monetary value and risk of certain bank services, as well as product/service ownership-related indicators, are also significant factors.
Practical implications
Organisations in the banking sector have to persuade their customers to use certain routine risk-bearing transaction-based services. In addition, the product development strategy has a crucial role to increase the CLV of customers because some of the product-related variables directly increase the value of customers.
Originality/value
The proposed model predicts potential value of current customers rather than measuring current value considered in the majority of previous studies. It eliminates the limitations and drawbacks of the majority of models in the literature through simple and industry-specific method which is based on easily measurable and objective indicators.
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Aashiya Patel, Aaron Sefi, Terry Hanley, Charlotte Conn and Julie Prescott
Literature suggests young people (YP) from ethnic minority backgrounds face barriers in accessing mental health support due to discrimination and stigma and so this study aims to…
Abstract
Purpose
Literature suggests young people (YP) from ethnic minority backgrounds face barriers in accessing mental health support due to discrimination and stigma and so this study aims to explore how YP from ethnic minority backgrounds interact with online counselling.
Design/methodology/approach
The study used secondary data provided by Kooth, a digital mental health service for YP, for users who accessed the service from September 2020 to 2021 (N = 118,556). The users measure of need (YP-CORE) was assessed upon sign up to the service, and they also chose the ethnicity and background they felt best represented by. The study hypothesised the following: H1. There would be a significant difference between ethnic group of YP and source of referral; H2. There would be a significant difference in ethnic group of YP and YP-CORE score.
Findings
The one-way ANOVA and chi-squared analyses demonstrated a significant difference for both hypotheses indicating a significant association between source of referral and ethnicity, and a significant difference in measure of need when comparing YP who self-identified as White to those who self-identified as Asian.
Originality/value
Findings reveal school-based services are the most popular source of referral for all YP; however, a higher number of YP from Asian and Black ethnicities reached out through informal sources such as Google as opposed to health professionals such as GPs. From the data, YP who identified as Indian, Chinese and African present to online counselling at a lower level of distress compared to their White British counterparts, contradictory to findings investigating measure of need in face-to-face settings.
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George A. Marcoulides, Terry J. Larsen and Ronald H. Heck
Recent demands for educational accountability and restructuring ofschools in the United States have been directed at holding principalsaccountable for school outcomes…
Abstract
Recent demands for educational accountability and restructuring of schools in the United States have been directed at holding principals accountable for school outcomes. Unfortunately, although the number of states that mandate formal evaluation of principals has increased dramatically over the past several years, the quality of the assessments has not substantially improved. The study of principal assessment, therefore, has been slow to develop, has not experienced a high degree of systematization and has not been guided by firmly established theoretical considerations. Examines the generalizability of a leadership model using data from a recently completed study, and considers the use of this model in the development of a performance‐based evaluation approach to principal assessment.
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Emmanuel Economou, Edwina Luck and Jennifer Bartlett
Big data and analytics make digital communications more effective, but little is known about how institutional pressures shape data-driven communications. These pressures…
Abstract
Purpose
Big data and analytics make digital communications more effective, but little is known about how institutional pressures shape data-driven communications. These pressures determine and constrain how, what, when and to whom practitioners should communicate. This empirical study explores how institutional forces influence the use of data in guiding digital communications. The paper identifies factors that impact communications and shape practitioner views on particular tools in their day-to-day work.
Design/methodology/approach
This study uses a qualitative exploratory approach with in-depth interviews of 15 Australian communication practitioners through the lens of neo-institutional theory. Thematic analysis was applied to identify three main themes.
Findings
Communications professionals disclosed how they were influenced by coercive institutional forces such as ambiguous data privacy regulations, normative forces that shaped ethical concerns, professionalism and various challenges, and mimetic forces that determined shared methods and implementation of digital communications technologies such as analytics. Furthermore, the authors reveal how analytics – tools typically associated with uncertainty and mimetic influences – exert coercive pressures that could lead to misguided decision-making.
Research limitations/implications
This study’s findings highlight the need for practitioners to learn more about the inner workings of analytics tools and for managers to determine if the perceived benefits of these solutions outweigh any undesirable effects.
Practical implications
The study contributes to extant research on digitalization in strategic communication by providing new insights into practitioner views and challenges with digital communications technologies.
Originality/value
Despite the considerable effects of institutional pressures, this study is the first to explore the impacts of data-driven communications at the level of individual practitioners. The paper advances neo-institutional theory in public relations (PR), strategic communication and corporate communications at the micro level.
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Tim Harries, Ruth Rettie, Matthew Studley, Kevin Burchell and Simon Chambers
The purpose of this paper is to present details of a large-scale experiment that evaluated the impact of communicating two types of feedback to householders regarding their…
Abstract
Purpose
The purpose of this paper is to present details of a large-scale experiment that evaluated the impact of communicating two types of feedback to householders regarding their domestic electricity consumption: feedback on their own consumption and feedback of both their own consumption and that of others in their locality.
Design/methodology/approach
Digital technologies were used to automatically measure and communicate the electricity consumption of 316 UK residents for a period of 16 weeks. Participants were randomly assigned to one of three experimental conditions: one involving no feedback; one involving feedback about a household's own usage, and one involving a household's own usage plus social norms feedback (the average consumption of others in the locality). At the end of the study, a selection of participants took part in interviews or focus groups.
Findings
Both types of feedback (individual and individual-plus-social-norms) led to reductions in consumption of about 3 per cent. Those receiving social norms feedback were significantly more likely to engage with the information provided. However, the social norms information had no additional impact on consumption. Survey and interview data confirmed that participants from both conditions had been encouraged to adopt new energy-saving practices. The study concludes that near real-time individual feedback can be sufficient for usage reduction if it is provided in a historical format. It also suggests that the impact of social norms information may previously have been confounded with that of individual feedback.
Originality/value
This is the first time that a controlled experiment in the field of domestic electricity consumption has compared the impact of real-time social norm information with that of information that only contains individual household usage.
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Henry Lau, Dilupa Nakandala, Premaratne Samaranayake and Paul K. Shum
As a response to increasing global market competition, companies in various industries tend to identify and manage customer relationship to increase profit performance. Companies…
Abstract
Purpose
As a response to increasing global market competition, companies in various industries tend to identify and manage customer relationship to increase profit performance. Companies commit more resources to identify their VIP customers and retain them by all means. The purpose of this paper is to develop a customer relationship management (CRM) business process management (BPM) model to identify airline customers with different degree of relationship and profit potential, and select the highly profitable customers for developing retention strategy and processes, and convert the less profitable into profitable corporate accounts.
Design/methodology/approach
This study innovatively apply the well-known techniques including CRM and relationship marketing models, fuzzy analytic hierarchy process (FAHP), and technique for order preference by similarity to ideal solution (TOPSIS) in the BPM research. This novel approach analyzes longer term customer profit and value potential, and prioritizes corporate accounts as the basis for setting appropriate customer service levels and improving the CRM process. This hybrid model is able to capitalize on the benefits of these methods and offset their deficiencies. Most importantly, it can be customized to various industries without complex modification.
Findings
This study uses data of an airline company to validate feasibility of the proposed CRM BPM model. The results indicate that this model is able to classify the customers based on various criteria and sub-criteria, thus allowing companies to introduce appropriate service levels to deal with different categories of customers, and improve CRM process so as to maximize customer profit and value potential.
Practical implications
This CRM BPM model and analysis provide managers extensive customer knowledge, more analytical and fact-based decision-making support, and a stronger focus on return on investment in sales and marketing. Knowing the profit and value potential generated by individual corporate customer makes it easier to establish the link between the CRM and the profit outcome. This model also benefits the organization and its stakeholders by allocating more resources to the targeted customer relationships that are profitable or valuable, and makes marketing more accountable in its marketing programs.
Originality/value
This study makes the first move to innovatively apply the well-known techniques including CRM and relationship marketing models, FAHP, and TOPSIS in the BPM research.