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Showing papers on "Customer relationship management published in 1988"


Book
01 Jan 1988
TL;DR: The Laudons' Management Information Systems: Managing the Digital Firm, seventh edition, is an indispensable text for anyone who wants to succeed in the e-business world.
Abstract: From the Publisher: It's not business as usual anymore . . . Why? Because digital firms are emerging. Businesses can no longer survive today without becoming digital. That's why you need the Laudons' Management Information Systems: Managing the Digital Firm, seventh edition, an indispensable text for anyone who wants to succeed in the e-business world. What is the Digital Firm? It's a firm where any piece of information required for business decisions is available at any time and anywhere in the organization. It's a firm where all the significant business relationships are digitally enabled. The Laudons will show you how to organize, manage, communicate, and lead as more firms go digital in the coming years. THE LAUDON ADVANTAGE The Laudons' Management Information Systems is the world's top-selling MIS text. Here you'll find opportunities to build the skills and acquire the knowledge you'll need to use information systems successfully in your business career. Leading-Edge If you want to know how to take maximum advantage of the latest technology and business trends, the Laudons are the place to start. Along with MIS foundation concepts, you'll find the most up-to-the-minute coverage of leading-edge topics, such as: digital firms, e-commerce, e-business, the wireless Web, enterprise systems, customer relationship management, supply chain management, application service providers, on-line storage services, optical networks, broadband access, peer-to-peer computing, business-to-business exchanges, scalability, and high-availability computing. The Laudon Management-Organisation-TechnologyFramework You'll need a framework to help you understand and analyze business problems and information systems as you move into the business world. The Laudons' Management-Organization-Technology framework is a well respected methodology in the field of Management Information Systems. You'll see it emphasized in cases, in-text explanations, and projects throughout the text. The Laudons' Management Information Systems, seventh edition, is a text that not only offers you the most current and well-respected insights into the MIS field but a companion you'll want to use over and over again in your current courses and future career.

1,983 citations


Journal ArticleDOI
TL;DR: In this article, a blend of factors in corporate giving suggests that appeals from an outside group to a company or from a contributions manager to a chief executive must be responsive to both market and institutional concerns.
Abstract: Corporate gifts to nonprofit organizations are determined by both market and institutional factors. Among the leading market factors are a firm's pre-tax earnings, advertising and customer relations, and community and national reputation. Among the main institutional factors are a company's size, program professionalization, senior management commitment, local and national business attitudes toward giving, sectoral concentration, and company reorganization. The blend of factors in corporate giving suggests that appeals—whether from an outside group to a company or from a contributions manager to a chief executive—must be responsive to both market and institutional concerns.

159 citations


Journal ArticleDOI
TL;DR: In this paper, the authors define the concept of the term "intangibility" and show its importance in the general theory and practice of marketing, and show the role of intangible elements in the relationship between service supply and demand, before broadening.
Abstract: Whenever marketing researchers and practitioners apply the specifics of their discipline to the service sector, one concept always crops up like a leitmotif: intangibility. The realities it designates, however, are seldom specified. As a result, this concept has many different meanings in the specialised literature on services. Not only does this vagueness have semantic drawbacks, it also obscures the marketing analysis of the supplier/customer relationship. This article's objective is to contribute to removing these ambiguities. In the first part it seeks to define the concept of the term ‘intangibility’, and to show its importance in the general theory and practice of marketing. In the second part, the marketing analysis of a service shows the role of intangible elements in the relationship between service supply and demand, before broadening. In the third part, their impact on strategic implications and further theoretical problems is shown.

88 citations


Journal ArticleDOI
TL;DR: In this article, a conceptual introduction to relationship marketing and an applied work on how industrial marketers can profit from a long-term view of customer relations is presented, where strategic implications heavily outweigh the tactical.
Abstract: This book is intended primarily for industrial marketing managers and planners. It is somewhere between a conceptual introduction to "relationship marketing" and an applied work on how industrial marketers can profit from a long-term view of customer relations. Given the book's positioning, the strategic implications heavily outweigh the tactical. Readers undoubtedly will appreciate Jackson's creative thinking and find many of the distinctions she makes to be useful (e.g., lost-for-good vs. always-a-share customers, foci of the customer's commitment, vendor redundancy vs. diversity, etc.). The book also contains three extended case illustrations of relationship marketing issues (electroplating, PBX systems, and computers), which are interwoven through the chapters. An overview of the book can be obtained from the author's Harvard Business

22 citations


Book
01 Jan 1988
TL;DR: Bring home now the book enPDFd service excellence the customer relations strategy for health care to be your sources when going to read and be the one that can help you fining the best sources.
Abstract: Bring home now the book enPDFd service excellence the customer relations strategy for health care to be your sources when going to read. It can be your new collection to not only display in your racks but also be the one that can help you fining the best sources. As in common, book is the window to get in the world and you can open the world easily. These wise words are really familiar with you, isn't it?

13 citations


Journal Article
TL;DR: The Critical Incident Technique as discussed by the authors does not measure satisfaction and dissatisfaction, but shows what people like or dislike, and why, and is therefore a guide to what changes are needed in the health service.
Abstract: Market research in the health service, as Virginia Hayden argued in our August issue, needs to go beyond the quantitative approach based on questionnaires. Here Michael Pryce Jones describes an alternative approach in the Oxford region. The Critical Incident Technique does not measure satisfaction and dissatisfaction, but shows what people like or dislike, and why, and is therefore a guide to what changes are needed.

10 citations


Proceedings ArticleDOI
J.L. Reffett1
12 Jun 1988
TL;DR: The author explains how the development process was reviewed, how the review was merged into AT&T's ongoing improvement process, and how bothAT&T and the regional Bell Operating Companies have benefited from this cooperative relationship.
Abstract: The author shows how AT&T shared information on its development process with its customers to gain customer insight. He also describes how AT&T was able to respond to customer process improvement issues. He explains how the development process was reviewed, how the review was merged into AT&T's ongoing improvement process, and how both AT&T and the regional Bell Operating Companies have benefited from this cooperative relationship. >

1 citations