Extending Customer Relationship Management into a Social Context

Informed by the resource-based view, this study draws on customer relationship management (CRM) and value co-creation literature to develop a framework examining the impact of social networking sites on processes to manage customer relationships. Facilitating the depth and networked interactions necessary to truly engage customers, social networking sites act as a means of enhancing customer relationships through the co-creation of value, moving CRM into a social context. Tested and validated on a data set of hotels, the main contribution of the study to service research lies in the extension of CRM processes, termed relational information processes, to include value co-creation processes due to the social capabilities afforded by social networking sites. Information technology competency and social media orientation act as critical antecedents to these processes, which have a positive impact on both financial and non-financial aspects of firm performance. The theoretical and managerial implications of these findings are discussed accordingly.

Co-Authorship of scientists in the energy field: an exploratory study of the ETDE World Energy Database (ETDEWEB) using Social Network Analysis

Paper presented at the 5th European Conference Economics and Management of Energy in Industry, Vilamoura, Algarve. Apr. 14-17, 2009, 11p. URL: http:// www.cenertec.pt/ecemei/

Effects of social context on endocrine function and Zif268 expression in response to an acute stressor in adolescent and adult rats

There is a paucity of studies comparing social buffering in adolescents and adults, despite their marked differences in social behaviour. I investigated whether greater effects of social buffering on plasma corticosterone concentrations and expression of Zif268 in neural regions after an acute stressor would be found in adolescent compared with adult rats. Samples were obtained before and after one hour of isolation stress and after either one or three hours of recovery back in the colony with either a familiar or unfamiliar cage partner. Adolescent and adult rats did not differ in plasma concentrations of corticosterone at any time point. Corticosterone concentrations were higher after one hour isolation than at baseline (p < 0.001), and rats with a familiar partner during the recovery phase had lower corticosterone concentrations than did rats with an unfamiliar partner (p = 0.02). Zif268 immunoreactive cell counts were higher in the arcuate nucleus in both age groups after isolation (p = 0.007) and higher in the paraventricular nucleus of adolescents compared with adults during the recovery phase irrespective of partner familiarity. There was a significant decrease in immunoreactive cell counts after one hour isolation compared to baseline in the basolateral amygdala, central nucleus of the amygdala, and in the pyramidal layer of the hippocampus (all p < 0.05). An effect of partner familiarity on Zif268 immunoreactive cell counts was found in the granule layer of the dentate gyrus irrespective of age (higher in those with a familiar partner, p = 0.03) and in the medial prefrontal cortex in adolescents (higher with an unfamiliar partner, p = 0.02). Overall, the acute stress and partner familiarity produced a similar pattern of results in adolescents and adults, with both age groups sensitive to the social context.

The role of gender and social context for men's and women's smoking behaviour

Mémoire numérisé par la Division de la gestion de documents et des archives de l'Université de Montréal.

TU Graz: Course: 707.000 Web Science and Web Technology: Lecture 4: Social Network Analysis

What are fundamental entities in social networks and what information is contained in social graphs? We will discuss some selected concepts in social network analysis, such as one- and two mode networks, prestige and centrality, and cliques, clans and clubs. Readings: Web tool predicts election results and stock prices, J. Palmer, New Scientist, 07 February (2008) [Protected Access] Optional: Social Network Analysis, Methods and Applications, S. Wasserman and K. Faust (1994)

Robust abandoned object detection integrating wide area visual surveillance and social context

This paper presents a video surveillance framework that robustly and efficiently detects abandoned objects in surveillance scenes. The framework is based on a novel threat assessment algorithm which combines the concept of ownership with automatic understanding of social relations in order to infer abandonment of objects. Implementation is achieved through development of a logic-based inference engine based on Prolog. Threat detection performance is conducted by testing against a range of datasets describing realistic situations and demonstrates a reduction in the number of false alarms generated. The proposed system represents the approach employed in the EU SUBITO project (Surveillance of Unattended Baggage and the Identification and Tracking of the Owner).

Performing knowledge requirements analysis for public organisations in a Virtual Learning Environment: a social network analysis approach

This paper describes an application of Social Network Analysis methods for identification of knowledge demands in public organisations. Affiliation networks established in a postgraduate programme were analysed. The course was executed in a distance education mode and its students worked on public agencies. Relations established among course participants were mediated through a virtual learning environment using Moodle. Data available in Moodle may be extracted using knowledge discovery in databases techniques. Potential degrees of closeness existing among different organisations and among researched subjects were assessed. This suggests how organisations could cooperate for knowledge management and also how to identify their common interests. The study points out that closeness among organisations and research topics may be assessed through affiliation networks. This opens up opportunities for applying knowledge management between organisations and creating communities of practice. Concepts of knowledge management and social network analysis provide the theoretical and methodological basis.

A survey of data mining techniques for social media analysis

Social network has gained remarkable attention in the last decade. Accessing social network sites such as Twitter, Facebook LinkedIn and Google+ through the internet and the web 2.0 technologies has become more affordable. People are becoming more interested in and relying on social network for information, news and opinion of other users on diverse subject matters. The heavy reliance on social network sites causes them to generate massive data characterised by three computational issues namely; size, noise and dynamism. These issues often make social network data very complex to analyse manually, resulting in the pertinent use of computational means of analysing them. Data mining provides a wide range of techniques for detecting useful knowledge from massive datasets like trends, patterns and rules [44]. Data mining techniques are used for information retrieval, statistical modelling and machine learning. These techniques employ data pre-processing, data analysis, and data interpretation processes in the course of data analysis. This survey discusses different data mining techniques used in mining diverse aspects of the social network over decades going from the historical techniques to the up-to-date models, including our novel technique named TRCM. All the techniques covered in this survey are listed in the Table.1 including the tools employed as well as names of their authors.

Differences in the Effects of Social Context on Emotional Responding

This study compares the effects of social cues on emotional experiences of men and women. Literature suggests that emotional responses are influenced by the presence and expressiveness of other individuals (Hess, Banse, & Kappas, 1995; Jacobs, Manstead, & Fischer, 2001; Fridlund, 1991). We examined whether social cues influence the experience of emotions differently for men and women. Research on gender differences in self-construal (Cross & Madson, 1997) led us to expect that women’s own emotional reactions would be more sensitive to emotional cues from other individuals than men’s.

Use of social network analysis to indentify the coopetition in a commercial cluster plan

The cluster provides a greater commercial relationship between the companies that comprise it. This encourages companies to adopt competitive structures that allow solving problems that would hardly alone (Lubeck et. Al., 2011). With that this paper aims to describe the coopetition between companies operating on a commercial cluster planned, from the point of view of retailers, taking as a basis the theoretical models proposed by Bengtsson and Kock (1999) and Leon (2005) and operationalized by means of Social Network Analysis (SNA). Data collection consisted of two phases, the first exploratory aspect to identify the actors, and the second was characterized as descriptive as it aims to describe the coopetition among the enterprises. As a result we identified the companies that cooperate and compete simultaneously (coopetition), firms that only compete, companies just cooperate and businesses that do not compete and do not cooperate (coexistence)

Social welfare analysis in a simple financial economy with risk regulation

In the last years, regulating agencies of rnany countries in the world, following recommendations of the Basel Committee, have compelled financiaI institutions to maintain minimum capital requirements to cover market risk. This paper investigates the consequences of such kind of regulation to social welfare and soundness of financiaI institutions through an equilibrium model. We show that the optimum level of regulation for each financiaI institution (the level that maximizes its utility) depends on its appetite for risk and some of them can perform better in a regulated economy. In addition, another important result asserts that under certain market conditions the financiaI fragility of an institution can be greater in a regulated econolny than in an unregulated one

The social context of entrepreneurship in Brazil and Spain in the late twentieth and early twenty-first centuries

Este trabalho teve o principal objetivo de contribuir para o entendimento do contexto social que circunda empreendedores inovadores brasileiros e espanhóis que emergem em seus próprios países de origem, procurando mapear e entender relações sociais relevantes estabelecidas durante o delicado período de emergência de seus empreendimentos no final do século XX e começo do XXI. Autores alinhados com o pensamento da sociologia econômica foram utilizados como referência para a determinação das perguntas de pesquisa, que provocaram a realização de um estudo comparativo entre empreendedores finalistas de um mesmo prêmio atribuído a empreendedores inovadores brasileiros e espanhóis. No total, 19 empreendedores oriundos de setores emparelhados em ambos os países foram entrevistados e documentos sobre eles e seus empreendimentos foram levantados, possibilitando verificar, entre outras coisas, a influência relativamente homogênea do contexto social de ambos os países no período de emergência de empreendimentos fundados por empreendedores advindos de classes sociais mais elevadas destas sociedades, com especial ênfase nas complicadas características do padrão de financiamento dos empreendimentos, no aumento consistente do apoio social e público ao empreendedorismo, no elevado envolvimento emocional que os empreendedores estabelecem com seus empreendimentos e no peculiar papel das relações de confiança construídos entre os empreendedores, seus sócios e funcionários

Guiana dolphins (Sotalia guianensis) displaying beach hunting behavior in the Cananéia Estuary, Brazil: social context and conservation issues

Fundação de Amparo à Pesquisa do Estado de São Paulo (FAPESP)

The European Union and Latin America and the Caribbean in the new economic and social context

Foreword by Alicia Bárcena