The impact of Porter's strategy types on the role of market research and customer relationship management

Purpose – This paper seeks to investigate the influence of Porter’s strategy types on the use of customer relationship management (CRM) techniques and traditional market research, against theoretical and empirical evidence that differences in strategy types may result in variation in favoured marketing information sources and procedure.

Design/methodology/approach – Depth interviews generated a series of scale items, which were combined with others derived from the literature in a questionnaire measuring strategy types, the roles of market research, and the characteristics of CRM systems. Responses were obtained from 240 senior marketing managers in Australia, and applied to the testing of five research propositions.

Findings – ANOVA found no differences in CRM usage among the strategy types. Variation was widespread, however, in four roles of traditional market research: enhancing strategic decision making, increasing usability of existing data, presenting plans to senior management, and achieving productivity and political outcomes.

Research limitations/implications – Future researchers using the Porter strategic types should separate “marketing differentiators” from “product differentiators” because they function and compete differently.

Practical implications – All organisations can benefit from CRM systems, but “marketing differentiators” exhibit a relatively higher usage of traditional market research. This is likely to be because they compete by creating softer product differences, while others do so on harder characteristics such as price or product functionality.

Originality/value – This is the first study to use the Porter types to explain differences between the roles and uses of market research and CRM within organisations.

Fuzzy-neuro web-based multilingual knowledge management

This paper presents new methodology towards the automatic development of multilingual Web portal for multilingual knowledge discovery and management. It aims to provide an efficient and effective framework for selecting and organizing knowledge from voluminous linguistically diverse Web contents. To achieve this, a concept-based approach that incorporates text mining and Web content mining using neural network and fuzzy techniques is proposed. First, a concept-based taxonomy of themes, which will act as the hierarchical backbone of the Web portal, is automatically generated. Second, a concept-based multilingual Web crawler is developed to intelligently harvest relevant multilingual documents from the Web. Finally, a concept-based multilingual text categorization technique is proposed to organize multilingual documents by concepts. As such, correlated multilingual Web documents can be gathered/filtered/organised/ based on their semantic content to facilitate high-performance multilingual information access.

Using multi-criteria decision analysis in natural resource management

The proposed volume aims to provide useful insights on the use of Multi-criteria Decision Analysis (MCDA) in natural resource management by examining a number of empirical applications for several countries and natural resources. There is increasing interest among researchers and policy makers in using MCDA to evaluate complex management issues and problems. While several books with empirical applications have been published, these applications are very recent. Evidence from major studies suggests that MCDA approaches to the management of water, forestry, wetland and other natural resources have substantially improved the design and implementation of natural resource and environmental policies. Using innovative approaches, such as MCDA, to manage complex natural systems will enhance our understanding and management of those systems. Stakeholder involvement is an important determinant of successful resource management, and MCDA provides a useful and effective framework for getting stakeholders involved in resource management decisions. Despite the general acceptance of the role of MCDA in natural resource management, problems remain in applying these techniques. Problems include difficulties in applying the techniques, eliciting required information, lack of suitable measures for environmental variables, and development of innovative methods to simplify the use of MCDA. The proposed book examines several applications of MCDA for several countries (Australia, USA and Europe) and natural resources, including forestry, water resources and vegetation.

Non-invasive sampling techniques : applications for mapping the generic variation of powerful owls

The Powerful Owl (Ninox strenua) is endemic to Australia, being resident in the three eastern mainland states and the Australian Capital Territory. It is classified nationally as of conservation significance and vulnerable in the state of Victoria. The elusive nature of this owl, along with its dispersed distribution, low population density and difficulty in identifying individual birds, limit the collection of ecological data. Molecular methods can be used to obtain crucial ecological information, essential for Powerful Owl conservation.

Non-invasive sampling is a relatively new method used for obtaining genetic material from free-ranging animals. This type of sampling however, is generally overlooked as a potential DNA source. Shed hair and feathers, faeces, urine, skins and eggshells are all potential sources of DNA. Non-invasive sampling regimes may be the only alternative for the genetic analysis of endangered and/or elusive species that are difficult to sample otherwise.

Powerful Owls moult annually. Shed feathers therefore, can be collected from under roost trees and used for genetic analysis. Feathers collected provide DNA that is unique to the individual and can provide additional ecological knowledge of the species.

In this study we collected shed Powerful Owl feathers during 2003 and 2004. In order to obtain samples from across the owl's large distribution, public awareness about the project via the way of flyers, mail-outs, media sources (radio, newspapers and magazines), email lists and public seminars was initiated. Overall, the collection strategy was very successful with over 500 Powerful Owl feather samples being collected.

Genetic information obtained from the analysis of DNA from feathers can enable a more rigorous assessment of population viability of the Powerful Owl. Specifically designed molecular markers will facilitate unequivocal identification of individual birds ("DNA fingerprinting"). Through the application of molecular techniques we can collect ecological information about the Powerful Owl such as, genetic divergence, population structure, dispersal patterns, migration and inbreeding. These questions can not be addressed via traditional data collection and will contribute significantly to the successful conservation of the Powerful Owl and potentially other raptor species.

Do teachers of management "Practice what they preach"?

This paper reports on the teaching of management units and examines the teaching practices inline with the management and in particular the leadership and motivation techniques and theories that are taught in these units. The theory challenges the notion that many management academics “Practice what they Preach”. In a dynamic environment that cries out for Transformation Leadership, Transactional management is often the norm. The findings highlight that academics especially management executive academics do “Practice what they Preach” and this counters the argument by some Theory ‘X’ academics that students have an inherent dislike of work and will avoid it if they can. Leading to the only way to get most students to work and study is they must be coerced, controlled, directed, threatened with punishing with bad marks or failure. (McGregor 1960 p34)

Prediction of paediatric asthma hospitalisation using data mining techniques

Research into the prevalence of hospitalisation among childhood asthma cases is undertaken, using a data set local to the Barwon region of Victoria. Participants were the parents/guardians on behalf of children aged between 5-11 years. Various data mining techniques are used, including segmentation, association and classification to assist in predicting and exploring the instances of childhood hospitalisation due to asthma. Results from this study indicate that children in inner city and metropolitan areas may overutilise emergency department services. In addition, this study found that the prediction of hospitalisaion for asthma in children was greater for those with a written asthma management plan.

The dual technique model within case study approaches to cross-cultural management research in China

This paper advocates the effectiveness of a dual technique model of interviewing, which combines narrative and depth interview techniques, within the case study method in a cross-cultural management research setting, an Australian MNC operating in China. The case study is acknowledged to be a highly appropriate method for gaining insight into the complicated area of cross-cultural management enquiry in order to generate new theories. In this context, we propose a model which combines the narrative and the depth interview techniques in the interview process, and have illustrated its usefulness with material drawn from the China-Australia cross-cultural research interface.

After establishing the rationale for the model, the discussion focuses on the practicalities of applying it in interviews, in relation to the preparation, warm-up and trust building phases, and in the exercise of personal interviewing skills in cross-cultural research, in this case, the advantage of the interviewer being bilingual.

Chronic disease self-management education programs: challenges ahead

♦ Chronic disease self-management education programs aim to empower patients through providing information and teaching skills and techniques to improve self-care and doctor–patient interaction, with the ultimate goal of improving quality of life.

♦ The recent 2006–07 federal budget allocated an unprecedented $515 million over 5 years for activation of patient self-management activities, commencing this financial year.

♦ Previous attempts in other countries to incorporate self-management education activities into the health care sector have faced setbacks because of inadequate integration into primary care.

♦ Engagement of health care professionals and their endorsement of self-management activities is critical to success.

Manual on application of molecular tools in aquaculture and inland fisheries management. Part I : conceptual basis of population genetic approaches

The aim of this manual is to provide a comprehensive practical tool for the generation and analysis of genetic data for subsequent application in aquatic resources management in relation to genetic stock identification in inland fisheries and aquaculture. The material only covers general background on genetics in relation to aquaculture and fisheries resource management, the techniques and relevant methods of data analysis that are commonly used to address questions relating to genetic resource characterisation and population genetic analyses. No attempt is made to include applications of genetic improvement techniques e.g. selective breeding or producing genetically modified organisms (GMOs). The manual includes two ‘stand-alone’ parts, of which this is the first volume: Part 1 – Conceptual basis of population genetic approaches: will provide a basic foundation on genetics in general, and concepts of population genetics. Issues on the choices of molecular markers and project design are also discussed. Part 2 – Laboratory protocols, data management and analysis: will provide step-by-step protocols of the most commonly used molecular genetic techniques utilised in population genetics and systematic studies. In addition, a brief discussion and explanation of how these data are managed and analysed is also included. This manual is expected to enable NACA member country personnel to be trained to undertake molecular genetic studies in their own institutions, and as such is aimed at middle and higher level technical grades. The manual can also provide useful teaching material for specialised advanced level university courses in the region and postgraduate students. The manual has gone through two development/improvement stages. The initial material was tested at a regional workshop and at the second stage feedback from participants was used to improve the contents.

Manual on application of molecular tools in aquaculture and inland fisheries management. Part I : laboratory protocols, data management and analysis

The aim of this manual is to provide a comprehensive practical tool for the generation and analysis of genetic data for subsequent application in aquatic resources management in relation to genetic stock identification in inland fisheries and aquaculture. The material only covers general background on genetics in relation to aquaculture and fisheries resource management, the techniques and relevant methods of data analysis that are commonly used to address questions relating to genetic resource characterisation and population genetic analyses. No attempt is made to include applications of genetic improvement techniques e.g. selective breeding or producing genetically modified organisms (GMOs). The manual includes two ‘stand-alone’ parts, of which this is the second volume: Part 1 – Conceptual basis of population genetic approaches: will provide a basic foundation on genetics in general, and concepts of population genetics. Issues on the choices of molecular markers and project design are also discussed. Part 2 – Laboratory protocols, data management and analysis: will provide step-by-step protocols of the most commonly used molecular genetic techniques utilised in population genetics and systematic studies. In addition, a brief discussion and explanation of how these data are managed and analysed is also included. This manual is expected to enable NACA member country personnel to be trained to undertake molecular genetic studies in their own institutions, and as such is aimed at middle and higher level technical grades. The manual can also provide useful teaching material for specialised advanced level university courses in the region and postgraduate students. The manual has gone through two development/improvement stages. The initial material was tested at a regional workshop and at the second stage feedback from participants was used to improve the contents.

Minimising colonic fermentation of high fructan foods : using food processing techniques to reduce levels of fructans in onion and garlic

Background: Irritable Bowel Syndrome (IBS) is a chronic functional disorder of the bowel, affecting up to 15% of Australian adults. Dietary triggers need to be identified and controlled. Researchers have shown that short chain carbohydrates, fructans (high in onion and garlic) play a major role in triggering IBS symptoms. Current dietary management aims to limit the intake of fructans in the diet. Another approach may be to use simple food processing to reduce fructans in foods.

Objective: To investigate if pickling will reduce fructan levels in garlic and shallots, and if pickled garlic and shallots reduce colonic fermentation, and  abdominal symptoms in human volunteers.

Design: Fructan levels of the garlic and shallots were measured using the Megazyme fructan assay. 18 volunteers (13 healthy and 5 IBS) participated in a single blinded, randomised cross over study. Subjects were randomly assigned to receive a breakfast (potato and salmon patty) that was either high (unprocessed) or low (processed/pickled) in garlic and shallots. Breath hydrogen was measured every hour over a ten hour period, and abdominal symptoms were assessed using validated questionnaires.

Outcomes: Pickling over a 12 day period significantly reduced fructan levels in both garlic (p=.0.00) and shallots (p=0.00). Consumption of the low fructan breakfast resulted in significantly lower breath hydrogen (p=0.05), abdominal pain (p=0.032), and wind (p=0.04).

Conclusion: Pickling results in significantly lowered fructan levels in problem foods- shallots and garlic, and lowered colonic fermentation and abdominal symptoms in both healthy and IBS volunteers. This study provides another dietary strategy for dietetic counselling of patients with IBS.

Examination of the "all hazards" approach to disaster management as applied to field disaster management and pre-hospital care in Australia

Disasters, emergencies, incidents, and major incidents - they all come back to the same thing regardless of what they are called. The common denominator is that there is loss of life, injury to people and animals and damage and destruction of property. The management of such events relies on four phases: 1. Prevention 2. Preparation 3. Response 4. Recovery Each of these phases is managed in a different way and often by different teams. Here, concentration has been given to phases 2 and 3, with particular emphasis on phase 3, Response. The words used to describe such events are often related to legislation. The terminology is detailed later. However, whatever the description, whenever prevention is not possible, or fails, then the need is to respond. Response is always better when the responders are prepared. Training is a major part of response preparation and this book is designed to assist those in the health industry who need to be ready when something happens. One of the training packages for responders is the Major Incident Medical Management and Support (MIMMS) Course and this work was designed to supplement the manual prepared by Hodgetts and Macway-Jones(87) in the UK. Included is what the health services responder, who may be sent to an event in which the main concern is trauma, should know. Concentration is on the initial response and does not deal in any detail with hospital reaction, the public health aspects, or the mental health support that provides psychological help to victims and responders, and which are also essential parts of disaster management. People, in times of disaster, have always been quick to offer assistance. It is now well recognised however, that the 'enthusiastic amateur', whilst being a well meaning volunteer, isn't always what is needed. All too often such people have made things worse and have sometimes ended up as victims themselves. There is a place now for volunteers and there probably always will be. The big difference is that these people must be well informed, well trained and well practiced if they are to be effective. Fortunately such people and organisations do exist. Without the work of the St John Ambulance, the State Emergency Service, the Rural Fire Service the Red Cross and the Volunteer Rescue Association, to mention only a few, our response to disasters would be far less effective. There is a strong history of individuals being available to help the community in times of crisis. Mostly these people were volunteers but there has also always been the need for a core of professional support. In the recent past, professional support mechanisms have been developed from lessons learned, particularly to situations that need a rapid and well organised response. As lessons are learned from an analysis of events, philosophy and methods have changed. Our present system is not perfect and perhaps never will be. The need for an 'all-hazards approach' makes detailed planning very difficult and so there will probably always be criticisms about the way an event was handled. Hindsight is a wonderful thing, provided we learn from it. That means that this text is certainly not the 'last word' and revisions as we learn from experience will be inevitable. Because the author works primarily in New South Wales, many of the explanations and examples are specific to that state. In Australia disaster response is a State, rather than a Commonwealth, responsibility and consequently, and inevitably, there are differences in management between the states and territories within Australia. With the influence of Emergency Management Australia, these differences are being reduced. This means that across state and territory boundaries, assistance is common and interstate teams can be deployed and assimilated into the response rapidly, safely, effectively and with minimum explanation. This text sets out to increase the understanding of what is required, what is in place and how the processes of response are managed. By way of introduction and background, examples are given of those situations that have occurred, or could happen. Man Made Disasters has been divided into two distinct sections. Those which are related to structures or transport and those related directly to people. The first section, Chapter 3, includes: • Transport accidents involving land, rail, sea or air vehicles. • Collapse of buildings for reasons other than earthquakes or storms. • Industrial accidents, including the release of hazardous substances and nuclear events. A second section dealing with the consequences of the direct actions of people is separated as Chapter 4, entitled 'People Disasters'. Included are: • Crowd incidents involving sports and entertainment venues. • Terrorism From Chapter 4 on, the emphasis is on the Response phase and deals with organisation and response techniques in detail. Finally there is a section on terminology and abbreviations. An appendix details a typical disaster pack content. War, the greatest of all man made disasters is not considered in this text.

Development of molecular techniques for the genetic analysis of abalone populations

Three DNA techniques: random amplified polymorphic DNA (RAPD), minisatellite, and microsatellite analyses, were developed for use in abalone population genetic structure studies. The techniques were assessed using sample sets of blacklip and greenlip abalone. The study identifies a potential for the application of these DNA markers in abalone fisheries management, but microsatellites are the recommended method for future studies.

Technical developments for building demolition management

Environmentally friendly demolition methods such as deconstruction are currently not widely accepted due to a lack of economic motivation for demolition contractors. This research aims to economically analyse demolition techniques, and to adopt E-commerce into demolition project management in order to enable a higher level of material reuse and recycling.