Index of Paper Presentations for the Parallel Sessions - Academy of ...

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REFERENCESAhearne, M., Rapp, A., Mariadoss, BJ. and Ganesan, S., (2012), Challenges of CRMImplementation in Business-to-Business Markets: A Contingency Perspective,Journal of Personal Selling & Sales Management, 2 (1), pp.117-130.Ali, M and Brooks, L., (2009), Cultural Aspects of Multi-Channel Customer Management:A Case Study in Egypt, European and Mediterranean Conference on Information Systems, July13-14,Crowne Plaza Hotel, Izmir, pp1-11.Almotairi, M., (2010), Evaluation of The Implementation of CRM in DevelopingCountries, (PhD Thesis), Brunel Business School, Brunel University, West London, United Kingdom.Arnould, EJ. And Thompson, CJ., (2005), Consumer Culture Theory (CCT): Twenty yearsof Research, Journal of Consumer Research, 31 (4), pp.868-882Berndt, A., Herbst, F. and Roux, L., (2005), Implementing a Customer RelationshipManagement Programme in an Emerging Market, Journal of Global Business and Technology, 1(2), pp.81-87.Burgess, SM. and Steenkamp, JB EM., (2006), Marketing Renaissance: How Researchin Emerging Markets Advances Marketing Science and Practice, InternationalJournal of Research in Marketing, Vol.23, pp.337-356.Buttle, F., (2009), Customer Relationship Management: Concept and Technology, 2 nd ed, Butterworth-Heinemann, Oxford.Buttle, F. and Ang, L., (2006), CRM Software Applications and Business Performance,Database Marketing & Customer Strategy Management, 14 (1), p.4-16.Cellular news, 2009, South Africa mobile penetration level reaches the 100% mark,accessed on 10 March 2012 [http://www.cellular-news.com/story/35620.php]
Chen, I.J. & Popovich, K. (2003). Understanding customer relationship management(CRM): People, Process and Technology. Business Process Management, 19 (5), 672-688.DiMaggio, P. J. and Powell, W. W., (1983). The iron cage revisited: institutionalisomorphism and collective rationality in organizational fields, AmericanSociological Review, 48, 147–160.Eid, R., (2007), Towards a Successful CRM Implementation in Banks: An IntegratedModel, Service Industries Journal, 27 (8), pp. 1021-1039Esselaar, S., Gillwald, A., Moyo, M. and Naidoo, K., (2010), South African ICT SectorPerformance Review 2010, Towards Evidence-based ICT Policy and RegulationVolume Two , Policy Paper 6, pp. 1-46Greenberg, P., (2009), CRM at the Speed of Light: Essential Customer Strategies for the21st Century, 4th ed., McGraw-Hill, New York, NY.Hall, ET. and Hall, MR., (2001), Chapter 2: Key Concepts: Underlying Structures ofCulture in International HRM: Managing Diversity in the Workplace by Maryann H. Albrecht, WileyBlackwell, p.396Hart, M.L., (2006), Customer Relationship Management: Are SoftwareApplications aligned with Business Objectives?, South African Journal of Business Management, 37 (2),p.17-29.Hillebrand, B., Nijolt, JJ. and Nijssen, EJ., (2011), Exploring CRM Effectiveness: AnInstitutional Theory Perspective, Journal of the Academy of Marketing Science, Vol. 39, pp. 592-608.Hsin Hsin, C., (2007), Critical Factors and Benefits in the Implementation of CustomerRelationship Management, Total Quality Management & Business Excellence , 18
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Proceedings2012 ACADEMY OFINDIAN MA
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Anna-Lena Ackfeldt and *Neeru Malho
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A few studies have explored audienc
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Referring to Table II, data also re
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Table I.Descriptive statisticsMean
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Developing a Conceptual Framework f
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1. IntroductionLuxury has its origi
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Figure 1: Dimensions that different
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(India and China to spur luxury gro
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(―Premium Brands Luxuriate in Chi
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use of these forms of money for lux
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the latest additions to the brands
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Western individualism (Ramamoorthy,
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watches to satisfy themselves and t
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It may be stated that the different
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―JWT releases first ever study on
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Wiedmann, K. P., Hennings, N. and S
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(Source: TRAI)India is the second l
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suggested that benchmarking of the
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Kapoor 1 reported that business sub
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The parameters for which the respon
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Four factors were extracted, togeth
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DiscussionThe key insights from the
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eturn on marketing investment. Reta
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What is Proximity marketing?Proximi
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Conjoint AnalysisFor identifying di
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Government service/ retail organiza
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Local franchisees too prefer the re
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Adoption of alternate Technologies-
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ooth_campaign.htmlMcGovern, G.J., C
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Smirnova Maria, 0079217505094, smir
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strategy, the less might be importa
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CustomerorientationH1aPlatforminnov
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Morgan, R.E. & Berthon, P. (2008).
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judged. On the other hand, Brand (1
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hairstyles are ‗Afro-centric‘ o
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METHODSubjectsConvenience sampling
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Use of hair extensions a symptom of
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When asked to state their reasons f
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The third most predominant reason f
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Khumalo, N.P., Jessop, S., Gumedze,
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that influence the diffusion of gra
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future studies. Perry (1998) has br
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acquired during times of a bad catc
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innovation. The adopter might be in
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availability to the adopter, (2) la
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affective responses through nonverb
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Researchers acknowledge that advert
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markets as a form of sexual appeal
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constant, sexual illustrations had
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Table 2Categories and Proposed Cate
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construct Definition Examples of PV
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of understanding the type of persua
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Hovland, R., MacMahan, C., Lee, G.,
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Role of Gratitude and Obligation in
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Page 121 and 122: fulfilment of their desire for reco
Page 123 and 124: intentional, it has incurred some c
Page 125 and 126: This study is intending to use surv
Page 127 and 128: Cannon, Joseph P., Ravi S. Achrol,
Page 129 and 130: Martin, C. A. & Bush, A. J. (2000).
Page 131 and 132: Can we manage the influence of role
Page 133 and 134: Affective commitment (AC) refers to
Page 135 and 136: transactional theory,we draw upon t
Page 137 and 138: RESULTSConsistent with prior resear
Page 139 and 140: empowerment are perceived to be hig
Page 141 and 142: Agarwal, Sanjeev and Sridhar N. Ram
Page 143 and 144: Meyer, John P. and Natalie J. Allen
Page 145 and 146: TABLE 1CORRELATIONS FOR THE CONSTRU
Page 147 and 148: &Prof Geoff Bick(E: geoff.bick@gsb.
Page 149 and 150: and Reinartz, 2006) and sales (Ahea
Page 151 and 152: The discourse on CRM has made a tre
Page 153 and 154: These studies demonstrate that impl
Page 155 and 156: 3. Conceptual frameworkThis section
Page 157 and 158: This approach is fully supported by
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Page 163: given by respondents are given in t
Page 166 and 167: With regards toinstitutional factor
Page 170 and 171: (5), pp.485-508Gupta, S., Lehmann,
Page 172 and 173: RIA Policy Brief N.1, pp1-4.Scott,
Page 174 and 175: In order to understand individual c
Page 176 and 177: Research DesignResource based view
Page 178 and 179: Frank H.A. and D‘Souza J. (2004),
Page 180 and 181: Yang Q., Mudambi R. and Meyer K.E.
Page 182 and 183: INTRODUCTIONPeople in various parts
Page 184 and 185: More importantly, environmental con
Page 186 and 187: However, a number of studies have i
Page 188 and 189: pro-environmental behaviour.ANTECED
Page 190 and 191: Role of family is particularly rele
Page 192 and 193: was further revealed that though co
Page 194 and 195: This paper provides comprehensive f
Page 196 and 197: Lepisto, L. R. (1974). An Empirical
Page 198 and 199: Zimmer, M., Stafford, T. F., and St
Page 200 and 201: HypothesesCSP and Brand Equity: Ins
Page 202 and 203: Rural Penetration of Life Insurance
Page 204 and 205: life) held by an Indian consumer is
Page 206 and 207: the state of Andhra Pradesh, micro
Page 208 and 209: The data wascollected from the agen
Page 210 and 211: The percentage of ULIP business to
Page 212 and 213: public sector LIC has many satellit
Page 214 and 215: Significance of t-test is less than
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Physical presence of at least satel
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Examining the association between G
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Cross-tab analysis of economic gree
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Holbrook, M. B. (1986). Emotion in
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Model 2 - Formative Second Order Fa
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We used a 2-step structural equatio
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Measurement Model Misspecification
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DR. RAJNISH JAINAssociate Professor
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Modern retailing is aimed at facili
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and further reported that mood, inv
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strong feelings of pleasures from s
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Scale Development: Scientific proce
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Confirmatory Factor Analysis: Explo
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DISCUSSION
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Retail customer experience is a ref
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Diep, V. and Sweeny, V. (2008), ―
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Sandstorm, S., Edvardsson, B., Kris
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2. LITERATURE REVIEW2.1. Competing
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customer satisfaction (Bolton 1998,
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To account for common method varian
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elevant in emerging markets, it als
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other distribution systems, who (c)
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Deighton 2009) from the marketer to
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some of the leading academic resear
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Schultz, D., and Charles Patti (200
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Coping With Service Failure: The mo
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stress. Secondary appraisal relates
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Prior studies have extensively stud
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the disparaging effects of service
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students were recruited from variou
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Main effects of brand reputationRes
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The main objective of this study wa
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customers reason out the potential
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There are several limitations to th
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Smith, A. K., Bolton, R. N., & Wagn
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QuickTime and adecompressorare need
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Brand Communities on Social Network
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The social networking site revoluti
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strategy due to its impact brand tr
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Cova, B., & Pace, S. (2006). Brand
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Spectator-Based Brand Equity and In
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(www.gallup.com) in mid 2009, it wa
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Team-branding, thus, becomes an imp
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students. These items were measured
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Gladden, J.M. and Funk, D.C. (2002)
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Impact of Sensory Branding on Consu
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were selected by the consumers with
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Reaction to Advertisements and Bran
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„service‟ as ―an act or perfo
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proposed attributes that customers
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There are some limitations inherent
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SERQUAL Scale‖, Journal of Retail
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capabilities for stakeholder engage
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arrived at a consensus. Independent
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different levels of government to p
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NGOs and CBOs. In addition, the cor
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the information generated at each l
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A nation‘s capacity embodies the
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―…there is a lot of good work b
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manifested in many forms. Following
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Grindle, M. 1996. Challenging the S
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impacts of message concreteness in
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2004; Lee, Keller, and Sternthal 20
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Second, to examine the manipulation
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The message concreteness manipulati
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instructions) to different kinds of
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Processing: Review and Extensions,
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May, 2012a. Lillian L. Cheng, Cheng
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senses from experiences. It is a ba
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Acceptability and the Type of Infor
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IntroductionRetail banking is an es
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servicescape of retail banks in Sin
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specific aspects of service environ
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commenting in 1970 that ―For bran
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well as NSSM theory leaves signific
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experience inside the servicescape
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Several observational visits were p
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spending your time there. I don‘t
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‗Our bank is located in the centr
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That servicescape can be utilized s
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McGivern, Y. (2006). The Practice o
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