Hogyan kezeljük a „közösségi ügyfeleket”? – Social CRM marketing és IT megközelítésben (How to manage social customer? Social CRM in marketing and IT context.)

Van egy szó, ami egyre fontosabb lesz a társadalom és a vállalatok számára is, ez a szó a közösség. A közösséghez tevékenységek tartoznak, és ezen a ponton kapcsolódik be a vállalat. A vállalkozások az elmúlt években a közösségi igényeket a CRM-(Customer Relationship Management) megoldásokkal szolgálták ki. Informatikailag a közösségi hálózatok, már nemcsak vállalkozási folyamatot, hanem ehhez kapcsoltan az emberek társadalmi igényét is megpróbálják lefedni az elektronika lehetőségeivel. Egyre inkább a közösségi vállalkozások korát éljük, melyben a folyamathoz tartozó közösségek megosztják, egymás rendelkezésére bocsátják az információkat. A korábbi klasszikus CRM-rendszerek csak begyűjtötték az információkat, ezzel ellenben a közösségi CRM-rendszerek kétirányú kommunikációt folytatnak, párbeszédet kezdeményeznek az ügyfelekkel, buzdítják őket, hogy mondják el a véleményüket. Vajon ez az új stratégia,egy teljesen új világot hoz el a vállalatok számára, vagy csak a CRM fejlődésének egy újabb fokát jelenti? A szerzők erre a kérdésre keresik a választ gyakorlati esetek és szakirodalmi publikációk feldolgozásával. ______ There is a word that begins to be more and more important for the society and the companies, and this word is community. We can talk about social networks, people seek the social demand they already had as a part of their lives for a long time, and this means that it appears in the electronic society as an essential need too. The community is not enough, activities are also needed and this is the point where the companies link in, who promote their goods and facilities to the outside world and with this they use the next stage of customer relationship management, the fulfilment of social needs. We live in the age of social shopping, communities are everywhere and everyone shares information, and up to the present classic CR M systems ran from static databases. On the contrary social CR M systems perform a two-way communication, start a conversation with customers and encourage them to tell their opinions, which always changes on social media, so they build a dynamic database and communicate with customers through response-reactions. Does this new strategy bring a whole new world to companies or is it only another step in the development and another channel of CRM?

Globalization of the Internet: Convergence or a multicultural community?

The purpose of this dissertation was to investigate cross-cultural differences in the use of the Internet. Hofstede's model of national culture was employed as the theoretical foundation for the analysis of cross-cultural differences. Davis's technology acceptance model was employed as the theoretical foundation for the analysis of Internet use. ^ Secondary data from an on-line survey of Internet users in 22 countries conducted in April 1997 by the Georgia Tech Research Corporation measured the dependent variables of Internet use and the independent variables of attitudes toward technology. Hofstede's stream of research measured the independent variables of the five dimensions of national culture. ^ Contrary to expectations, regression analyses at the country level of analysis did not detect cultural differences. As expected, regression analyses at the individual level of analysis did detect cultural differences. The results indicated that perceived usefulness was related to the frequency of Internet shopping in the Germanic and Anglo clusters, where masculinity was high. Perceived ease of use was related to the frequency of Internet shopping in the Latin cluster, where uncertainty avoidance was high. Neither perceived usefulness nor perceived ease of use was related to the frequency of Internet shopping in the Nordic cluster, where masculinity and uncertainty avoidance were low. ^ As expected, analysis of variance at the cluster level of analysis indicated that censorship was a greater concern in Germany and Anglo countries, where masculinity was high. Government regulation of the Internet was less preferred in Germany, where power distance was low. Contrary to expectations, concern for transaction security. was lower in the Latin cluster, where uncertainty avoidance was high. Concern for privacy issues was lower in the U.S., where individualism was high. ^ In conclusion, results suggested that Internet users represented a multicultural community, not a standardized virtual community. Based on the findings, specific guidance was provided on how international managers and marketers could develop culturally sensitive strategies for training and promoting Internet services. ^

Generational change among women in rural Valencia

The demise of Generalissimo Francisco Franco in 1975 and the subsequent democratization of Spain and its inclusion in the European Community have profoundly altered the patriarchal traditions of Spanish society. This study focused on the changes that women in Moixent, a rural village in Valencia, Spain, have experienced as a result of this liberalization of government policies, modernization, and economic development. ^ The purpose of this research was to illuminate the changing lives of two generations of women and their families in rural Valencia. The qualitative research techniques of participant observation, in-depth interviewing, and narrative analysis were used to present the different frames of reference of the two generations. Young working women in this rural community have come to rely on the help and support of their mothers in their attempts to work outside the home and improve their standard of living. As they enter Spain's modernizing economy their consumption patterns increasingly mimic those promoted by the global media, and especially television. As these young women take jobs outside the home they are having fewer children and dramatically altering the nation's demographic profile. ^ The older generation of women, who lived through decades of deprivation during the Spanish Civil War and Franco's long regime, support their daughters' new independence by assuming the arduous tasks of providing informal day care for their grandchildren and performing a variety of unpaid services for their daughters, including shopping, cooking, and housecleaning. This older generation of grandmothers is assuming a more difficult and demanding workload in what otherwise would be their retirement years. Hence they are the true enablers of their daughters' economic progress and modern patterns of consumption. ^ Other influences from the outside world have altered family farming practices. The participation of women in the harvests has declined, and most harvesting is now done by migrant foreign workers. As young women enter the workforce grandmothers strive to impart traditional values to their grandchildren, in the face of a rapidly changing world. ^

The effect of a breakfast program on nutritional status, quality of life, and health care use among frail homebound older adults

The population of older adults is rapidly increasing, creating a need for community services that assist vulnerable older adults in maintaining independence and quality of life. Recent evidence confirms the importance of food and nutrition in reaching this objective. The Elderly Nutrition Program (ENP) is part of a system of federally funded community based programs, authorized through the Older Americans Act. ENP services include the home-delivered meals program, which targets frail homebound older adults at nutritional risk. Traditionally, ENP services provide a noon meal 5 days/week. This study evaluated the impact of expanding the home-delivered meals service to include breakfast + lunch, on the nutritional status, quality of life and health care utilization of program participants. ^ This cross-sectional study compared 2 groups. The Breakfast group (n = 167) received a home-delivered breakfast + lunch, 5 days/week. The Comparison group (n = 214) received lunch 5 days/week. Participants, recruited from 5 ENP programs, formed a geographically, racially/ethnically diverse sample. Participants ranged in age from 60–100 years, they were functionally limited, at high nutritional risk, low income, and they lived alone and had difficulty shopping or preparing food. Participant data were collected through in-home interviews and program records. A 24-hour food recall and information on participant demographics, malnutrition risk, functional status, health care use, and applicable quality of life factors were obtained. Service and cost data were collected from program administrators. ^ Breakfast group participants had greater energy/nutrient intakes (p < .05), fewer health care contacts (p < .05), and greater quality of life measured as food security (p < .05) and fewer depressive symptoms (p < .05), than comparison group participants. These benefits were achieved for $1.30/person/day. ^ The study identified links from improvements in nutritional status to enhanced quality of life to diminished health care utilization and expenditures. A model of health, loneliness, food enjoyment, food insecurity, and depression as factors contributing to quality of life for this population, was proposed and tested (p < .01). ^ The breakfast service is an inexpensive addition to traditional home-delivered meals services and can improve the lives of frail homebound older adults. Agencies should be encouraged to expand meals programs to include a breakfast service. ^

Associations between SOX 404 opinions and auditors, audit committees, and executives

This dissertation examined three issues associated with Section 404 of the Sarbanes-Oxley Act (SOX) that are of current interest to regulators and the accounting profession. For the first essay, I examined auditor changes from 2003 to 2005 for 2,454 non-financial firms that filed their initial SOX 404 opinions prior to July 1, 2005. My results showed that there is a significant association between the receipt of an adverse SOX 404 opinion and auditor resignations - both before and after the issuance of the SOX 404 opinion. The data related to auditor dismissals show that clients are not successful in opinion shopping, since clients dismissing the auditor before the SOX 404 report also are more likely to receive an adverse SOX 404 opinion than clients not changing auditors. My second essay examined the relation between audit committee characteristics and changes in material weaknesses in internal control over financial reporting under the new SOX regime. My results showed that improvements in internal control in the second year of SOX are associated with: (1) the number of audit committee members and (2) financial expertise of audit committee members. My third essay examined the relation between the appointment of the new executives and the subsequent receipt of initial section 404 of SOX opinions. My results showed that adverse SOX 404 reports will be more likely at firms that recently hired a new chief financial officer (CFO).

Optimization models for selecting bus stops for accessibility improvements for people with disabilities

Bus stops are key links in the journeys of transit patrons with disabilities. Inaccessible bus stops prevent people with disabilities from using fixed-route bus services, thus limiting their mobility. The Americans with Disabilities Act (ADA) of 1990 prescribes the minimum requirements for bus stop accessibility by riders with disabilities. Due to limited budgets, transit agencies can only select a limited number of bus stop locations for ADA improvements annually. These locations should preferably be selected such that they maximize the overall benefits to patrons with disabilities. In addition, transit agencies may also choose to implement the universal design paradigm, which involves higher design standards than current ADA requirements and can provide amenities that are useful for all riders, like shelters and lighting. Many factors can affect the decision to improve a bus stop, including rider-based aspects like the number of riders with disabilities, total ridership, customer complaints, accidents, deployment costs, as well as locational aspects like the location of employment centers, schools, shopping areas, and so on. These interlacing factors make it difficult to identify optimum improvement locations without the aid of an optimization model. This dissertation proposes two integer programming models to help identify a priority list of bus stops for accessibility improvements. The first is a binary integer programming model designed to identify bus stops that need improvements to meet the minimum ADA requirements. The second involves a multi-objective nonlinear mixed integer programming model that attempts to achieve an optimal compromise among the two accessibility design standards. Geographic Information System (GIS) techniques were used extensively to both prepare the model input and examine the model output. An analytic hierarchy process (AHP) was applied to combine all of the factors affecting the benefits to patrons with disabilities. An extensive sensitivity analysis was performed to assess the reasonableness of the model outputs in response to changes in model constraints. Based on a case study using data from Broward County Transit (BCT) in Florida, the models were found to produce a list of bus stops that upon close examination were determined to be highly logical. Compared to traditional approaches using staff experience, requests from elected officials, customer complaints, etc., these optimization models offer a more objective and efficient platform on which to make bus stop improvement suggestions.

Measuring Hotel Service Quality: Tools for Gaining the Competitive Edge

As the hotel industry grows more competitive, quality guest service becomes an increasingly important part of managers' responsibility measuring the quality of service delivery is facilitated when managers know what types of assessment methods are available to them. The authors present and discuss the following available measurement techniques and describe the situations where they best meet the needs of hotel managers: management observation, employee feedback programs, comment cards, mailed surveys, personal and telephone interviews, focus groups, and mystery shopping.

Understanding Immigrants' Travel Behavior in Florida: Neighborhood Effects and Behavioral Assimilation

The goal of this study was to develop Multinomial Logit models for the mode choice behavior of immigrants, with key focuses on neighborhood effects and behavioral assimilation. The first aspect shows the relationship between social network ties and immigrants’ chosen mode of transportation, while the second aspect explores the gradual changes toward alternative mode usage with regard to immigrants’ migrating period in the United States (US). Mode choice models were developed for work, shopping, social, recreational, and other trip purposes to evaluate the impacts of various land use patterns, neighborhood typology, socioeconomic-demographic and immigrant related attributes on individuals’ travel behavior. Estimated coefficients of mode choice determinants were compared between each alternative mode (i.e., high-occupancy vehicle, public transit, and non-motorized transport) with single-occupant vehicles. The model results revealed the significant influence of neighborhood and land use variables on the usage of alternative modes among immigrants. Incorporating these indicators into the demand forecasting process will provide a better understanding of the diverse travel patterns for the unique composition of population groups in Florida.

Ícones urbanos na cidade de Natal: arquitetura e desenvolvimento urbano na cidade do sol e mar

Natal has come through major changes in the last 150 years, since the actions of city beautification, in the 19th century, until the present day, when such transformations start to have the objective of including the city in the competition for the attraction of the capital flows and consumption, domestically and in a foreign sense. It is thought that the first initiatives aimed at increasing tourism in Natal occurred in the 1960s, however, it became apparent that only from the 1980s was there a significant increase in tourist activities in Natal and the Metropolitan Region, especially on the east coast of the state of Rio Grande do Norte, leading to an expansion of the labour market, the significant increase of foreign investment, territorial changes of great impact and the production of buildings primarily intended for the hotel industry and second residence for European tourists. Since then, the incentives for tourist activity in the state have been maintained and even increased, based on tourism aimed at natural beauties, local cuisine and events, which transformed the tourist activity in one of the main sources of foreign exchange for the city of Natal. In the early 21st century, the construction of high-rise condominiums, monuments (including the designer ones), such as the Parque da Cidade, designed by Oscar Niemeyer, were already established. Also, shopping centers and, in order to host the World Cup, the new football stadium, the Arena das Dunas, among others, which were aimed at local and foreign consumers, especially European, stood out in the city. It is understood that these new buildings, monuments and also renovations and restorations that were deployed in the city of Natal aimed at constructing a new identity for the city, within the process of capitalist development and urban spectacle. It is considered that the monuments and the iconic buildings are attributes of the cities aimed at selling locations as goods, establishing a new urban environment, a new role as cities, which aimed at seeking greater autonomy from the nation-state. In this research, it was sought to analyze the architectural object, that is, buildings and monuments built or restored in Natal and its relevance to the city marketing promoted by the city itself. It was found that, indeed, such buildings and monuments are inserted in contemporary architectural production as a basis for increasing the competitive nature of Natal. In addition, they reveal a capitalist mode of production, supported by public resources, operating in the production of urban space with a view to repeating the hegemonic model of a competitive city

A dinâmica geográfica da construção de um território para moradias sociais: estudo testemunhal do empreendimento Vitória Brasil em Uberlândia (MG)

This work describes and analyzes the situation planned with the current, according to the housing development project style of social interest (Gleba 9), named Victory Brazil at Shopping Park II neighborhood, located in the southern sector of Uberlândia (MG), built with Program resources Minha Casa, Minha Vida (PMCMV). The specific objectives are: to present the housing policy of social interest directed to the Minha Casa, Minha Vida in the city of Uberlândia, from its history to its current information; trace the environmental characterization of the housing Vitoria Brazil through the development of thematic maps; identify the impacts generated by the housing projects of social interest; and show through interviews with 25 residents of Vitoria Brazil, the structural problems of the houses. Therefore, the research became quali-quantitative with descriptive approach and use of semi- structured interviews to collect data. In addition, the iconographic sources, ie photographs of the problems raised by the residents of the whole Victory Brazil and maps of the study area, enlarged the qualitative and dialogic nature of this study, as there is opportunity to contextualize specific way what was reported the residents interviewed. We understand that the city is intrinsically related to the design of agglomeration, characterized by the production of the possessor market capitalism a public administration system that is guided by the ideals of consumption and utilization of space, and its inhabitants are high class with the construction of equipment and adequate social services. One of the important biases to solving the problems of urbanization is by the intervention of the government through public policies through the master plan so that would allow prospects to enable the population of low-income housing in locations that offer housing and decent urbanization conditions.

Entre as tramas da indústria da moda: argumentos sobre o trabalho escravo contemporâneo na sociedade de consumo

Even after its abolition, the slave labor still exists in the world. In a new socio-historic context, the shackles and slave quarters have been left behind, nowadays the workers are tempted, subjected to degrading conditions and have their rights retrenched. The contemporary slave labor has been emerging as subject of research in the Organizational Studies since the early 2000s, calling attention to many gaps to be filled about the way organizations all around the world use this practice. Contemporary slave labor is found in many and various economic activities, since coal to textile industries or even stores. In this dissertation, we have incorporated the consumption dimension to the field of Organizational Studies, discussing the modern slavery, aiming to understand the consumers’ point of view about this topic, that is, we have researched the consumers’ interpretations concerning the slave labor in the fashion industry. Our objective is to analyze consumer’s argumentative construction in the decision of buying or not products made by industries from the fashion field that were denounced because of slave labor usage. We have adopted fashion industry as research focus because it obscures the reflection of the consumers that feel like in a new world while shopping, a world of beauty and fantasy, seeking their own satisfaction. Furthermore, the Brazilian fashion industry is one of the biggest of the world (ABIT, 2015), with a huge symbolic strength in the country. We have realized a qualitative research using semi-structured interviews with 35 consumers to identify their arguments according to the criteria defined by Liakopoulos (2002): data, propositions, guarantees, supports and refutations. The data are the statements used by the interviewees categorically, that is, those which are clear in the interviews. The propositions are what qualifies and justifies the used data. The guarantees are related to the nature of the data, they are what gives the sense to the data and are introduced implicitly in the interviewee speech. The supports are universal premises introduced in order to legitimate the arguments. The refutations, when present, counter the used arguments. As results, we’ve found consumers who developed arguments pro-consumption and anti-consumption and who have defended ideas about the responsibility of different actors for the existence of this practice and for the fight against it. From these two categories: (1) pro-consumption – consume despite the complaints and (2) anti-consumption – don’t consume, because of the accusations; we have identified the following argumentative lines: skepticism, faultfinding and moral engagement. By the end, we have presented the interviewees’ argumentative construction and the obtained results.

Uma abordagem baseada em filtragem colaborativa integrada a mapas de saliência para a recomendação de imagens

Nowadays, the amount of customers using sites for shopping is greatly increasing, mainly due to the easiness and rapidity of this way of consumption. The sites, differently from physical stores, can make anything available to customers. In this context, Recommender Systems (RS) have become indispensable to help consumers to find products that may possibly pleasant or be useful to them. These systems often use techniques of Collaborating Filtering (CF), whose main underlying idea is that products are recommended to a given user based on purchase information and evaluations of past, by a group of users similar to the user who is requesting recommendation. One of the main challenges faced by such a technique is the need of the user to provide some information about her preferences on products in order to get further recommendations from the system. When there are items that do not have ratings or that possess quite few ratings available, the recommender system performs poorly. This problem is known as new item cold-start. In this paper, we propose to investigate in what extent information on visual attention can help to produce more accurate recommendation models. We present a new CF strategy, called IKB-MS, that uses visual attention to characterize images and alleviate the new item cold-start problem. In order to validate this strategy, we created a clothing image database and we use three algorithms well known for the extraction of visual attention these images. An extensive set of experiments shows that our approach is efficient and outperforms state-of-the-art CF RS.

Differences in expenditure and amounts of fresh foods, fruits & vegetables and fish purchased in urban and rural Scotland

Peer reviewed

Differences in expenditure and amounts of fresh foods, fruits & vegetables and fish purchased in urban and rural Scotland

Peer reviewed