Database Marketing from the Customer Relationship ManagementPerspective

Tietokantamarkkinointi voi olla vain apuväline markkinointitoimenpiteiden suorittamisessa, mutta se voidaan toisaalta nähdä myös olennaisena osana asiakassuhdehallintaa. Tietokantamarkkinointi asiakassuhdehallinnan näkökulmasta tähtää asiakastyytyväisyyteen ja asiakasuskollisuuteen, sekä asiakassuhteen tuottavuuteen ja kannattavuuteen, mikä voidaan saavuttaa tehokkaan tiedonhallinnan avulla. Tämä mahdollistaa räätälöityjen toimenpiteiden suorittamisen ja tehostaa kohdentamista ja segmentointia, myös asiakkaiden tuottavuuden perusteella. Normatiivinen case-tutkimus, joka tehtiin Alankomaissa Eurooppalaisessa tietotekniikan lisäarvoa tuottavassa jälleenmyyntikanavassa osoittaa, että tietokantamarkkinointi etenkin asiakas- suhdehallinnan näkökulmasta olisi sopiva keino lisätä asiakastyytyväisyyttä ja –tuottavuutta. Se myös tehostaisi sisäisiä tietovirtoja ja markkinointitoimenpiteitä, kuten esimerkiksi markkinointiviestintää, kampanjanhallintaa ja myyntiprosesseja yritysten välisessä kaupankäynnissä.

Risk Behavior and Reciprocity of Organ Donation Attitudes in Young Men.

BACKGROUND: Lack of donor organs remains a major obstacle in organ transplantation. Our aim was to evaluate (1) the association between engaging in high-risk recreational activities and attitudes toward organ donation and (2) the degree of reciprocity between organ acceptance and donation willingness in young men. METHODS: A 17-item, close-ended survey was offered to male conscripts ages 18 to 26 years in all Swiss military conscription centers. Predictors of organ donation attitudes were assessed in bivariate analyses and multiple logistic regression. Reciprocity of the intentions to accept and to donate organs was assessed by means of donor card status. RESULTS: In 1559 responses analyzed, neither motorcycling nor practicing extreme sports reached significant association with donor card holder status. Family communication about organ donation, student, or academic profession and living in a Latin linguistic region were predictors of positive organ donation attitudes, whereas residence in a German-speaking region and practicing any religion predicted reluctance. Significantly more respondents were willing to accept than to donate organs, especially among those without family communication concerning organ donation. CONCLUSIONS: For the first time, it was shown that high-risk recreational activities do not influence organ donation attitudes. Second, a considerable discrepancy in organ donation reciprocity was identified. We propose that increasing this reciprocity could eventually increase organ donation rates.

ASIAKASUSKOLLISUUDEN PARANTAMINEN TELEKOMMUNIKAATIOALAN YRITYKSESSÄ. Case: Oy Radiolinja Ab

TUTKIMUKSEN TAVOITTEET Tutkielmassa pyrittiin selvittämään mahdollisuuksia parantaa asiakasuskollisuutta palveluja markkinoivan yrityksen näkökulmasta. Asiakassuhdemarkkinointia ja asiakasuskollisuutta lähestyttiin erityisesti asiakasuskollisuuteen vaikuttavien tekijöiden; yrityskuvan, tuotemerkin ja palvelujen laadun kannalta. Tutkielman teoreettisen osan pohjalta asiakasuskollisuuden parantamista sovellettiin empiirisessä osassa suomalaiseen telekommunikaatioalan yritykseen. LÄHDEAINEISTO Tutkielman teoreettisen osan aineistona käytettiin liiketaloudellisia julkaisuja markkinoinnin ja erityisesti asiakassuhdemarkkinoinnin aihealueilta. Empiirisen osan lähteenä on ollut case-yrityksen asiakastietokanta, kirjallisuuslähteet ja yrityksen sisäinen materiaali. AINEISTON KÄSITTELY Case-yrityksen asiakasuskollisuuden tilan kuvaaminen suoritettiin kirjekyselynä yrityksen asiakkaille. Asiakaskyselyssä tiedusteltiin asiakkaiden mielipiteitä ja tyytyväisyyttä case-yritykseen. Erityisesti vertailtiin uskollisten ja ei-uskollisten asiakkaiden vastausten eroja. TULOKSET Tutkimuksen tuloksena saatiin selville uskollisten ja ei-uskollisten asiakkaiden väliset eroavuudet ostokäyttäytymisessä, koetussa yrityskuvassa, palvelun laadussa ja asiakasuskollisuudessa. Asiakkaille tehdyn kyselyn avulla saatiin myös kartoitettua asiakkaiden toiveita ja mielipiteitä.

Web Content Customization

Tavoitteena on tutkia sisällön räätälöintiä Internetissä. Yritysten tarjoama sisällön määrä WWW-sivuillaan on kasvanut räjähdysmäisesti. Räätälöinnin avulla asiakkaat saavat juuri haluamaansa ja tarvitsemaansa sisältöä. Räätälöinti edellyttää asiakkaiden profilointia. Asiakastietojen kerääminen aiheuttaa huolta yksityisyyden menettämisestä. Tutkimus toteutetaan case-tutkimuksena. Tutkimuksen kohteena on viisi yritystä, jotka toimivat sisällön tarjoajina. Tutkimus pohjautuu valmiiseen aineistoon sekä osallistuvaan havainnointiin kohde yrityksistä. Sisällön räätälöinnistä voidaan havaita neljä eri perus lähestymistapaa. Profilointi toteutetaan pääsääntöisesti joko asiakkaan itse antamien tietojen pohjalta tai havainnoimalla hänen käyttäytymistään WWW-sivulla. Tulevaisuudessa tarvitaan selkeät pelisäännöt asiakastietojen keräämiseen ja käyttämiseen. Asiakkaat haluavat räätälöityä sisältöä, mutta sisällön tarjoajien on saavutettava heidän luottamuksensa yksityisyyden suojasta. Luottamuksen merkitys kasvaa entisestään, kun räätälöintiä kehitetään pidemmälle.

Tilintarkastuksen odotuskuilu asiakkaan näkökulmasta suomalaisissa pk-yrityksissä

The aim of this thesis was to examine the existence of expectation gap in small and medium size Finnish companies. The existence of expectation gap was examined both in the different sectors of audit and in the behavior of the auditor. This goal was reached using a questionnaire that was send to 350 respondents. The results were divided evenly around the zero-point, which mend that the expectation gap could not be found. The results didn’t show any sign of significant existence of expectation gap. Because the results were so close to the zero-point, a small shift either way could change the results considerably. Because of this the auditors should be very careful that the level of their audit shouldn’t at least get any worse. Small improvement for current level of audit could better the customer satisfaction considerably.

The Reality of Neandertal Symbolic Behavior at the Grotte du Renne, Arcy-sur-Cure, France

The question of whether symbolically mediated behavior is exclusive to modern humans or shared with anatomically archaic populations such as the Neandertals is hotly debated. At the Grotte du Renne, Arcy-sur-Cure, France, the Châtelperronian levels contain Neandertal remains and large numbers of personal ornaments, decorated bone tools and colorants, but it has been suggested that this association reflects intrusion of the symbolic artifacts from the overlying Protoaurignacian and/or of the Neandertal remains from the underlying Mousterian.

Social sensing for psychology: Automated interpersonal behavior assessment

In this article, we show how the use of state-of-the-art methods in computer science based on machine perception and learning allows the unobtrusive capture and automated analysis of interpersonal behavior in real time (social sensing). Given the high ecological validity of the behavioral sensing, the ease of behavioral-cue extraction for large groups over long observation periods in the field, the possibility of investigating completely new research questions, and the ability to provide people with immediate feedback on behavior, social sensing will fundamentally impact psychology.

Quantifying insufficient coping behavior under chronic stress. A cross-cultural study of 1,303 students from Italy, Spain, and Argentina.

The question of how to quantify insufficient coping behavior under chronic stress is of major clinical relevance. In fact, chronic stress increasingly dominates modern work conditions and can affect nearly every system of the human body, as suggested by physical, cognitive, affective and behavioral symptoms. Since freshmen students experience constantly high levels of stress due to tight schedules and frequent examinations, we carried out a 3-center study of 1,303 students from Italy, Spain and Argentina in order to develop socioculturally independent means for quantifying coping behavior. The data analysis relied on 2 self-report questionnaires: the Coping Strategies Inventory (COPE) for the assessment of coping behavior and the Zurich Health Questionnaire which assesses consumption behavior and general health dimensions. A neural network approach was used to determine the structural properties inherent in the COPE instrument. Our analyses revealed 2 highly stable, socioculturally independent scales that reflected basic coping behavior in terms of the personality traits activity-passivity and defeatism-resilience. This replicated previous results based on Swiss and US-American data. The percentage of students exhibiting insufficient coping behavior was very similar across the study sites (11.5-18.0%). Given their stability and validity, the newly developed scales enable the quantification of basic coping behavior in a cost-efficient and reliable way, thus clearing the way for the early detection of subjects with insufficient coping skills under chronic stress who may be at risk of physical or mental health problems.

Nonverbal social sensing in action: Unobtrusive recording and extracting of nonverbal behavior in social interactions illustrated with a research example

Nonverbal behavior coding is typically conducted by "hand". To remedy this time and resource intensive undertaking, we illustrate how nonverbal social sensing, defined as the automated recording and extracting of nonverbal behavior via ubiquitous social sensing platforms, can be achieved. More precisely, we show how and what kind of nonverbal cues can be extracted and to what extent automated extracted nonverbal cues can be validly obtained with an illustrative research example. In a job interview, the applicant's vocal and visual nonverbal immediacy behavior was automatically sensed and extracted. Results show that the applicant's nonverbal behavior can be validly extracted. Moreover, both visual and vocal applicant nonverbal behavior predict recruiter hiring decision, which is in line with previous findings on manually coded applicant nonverbal behavior. Finally, applicant average turn duration, tempo variation, and gazing best predict recruiter hiring decision. Results and implications of such a nonverbal social sensing for future research are discussed.

Hire me: Computational inference of hirability in employment interviews based on nonverbal behavior

Understanding the basis on which recruiters form hirability impressions for a job applicant is a key issue in organizational psychology and can be addressed as a social computing problem. We approach the problem from a face-to-face, nonverbal perspective where behavioral feature extraction and inference are automated. This paper presents a computational framework for the automatic prediction of hirability. To this end, we collected an audio-visual dataset of real job interviews where candidates were applying for a marketing job. We automatically extracted audio and visual behavioral cues related to both the applicant and the interviewer. We then evaluated several regression methods for the prediction of hirability scores and showed the feasibility of conducting such a task, with ridge regression explaining 36.2% of the variance. Feature groups were analyzed, and two main groups of behavioral cues were predictive of hirability: applicant audio features and interviewer visual cues, showing the predictive validity of cues related not only to the applicant, but also to the interviewer. As a last step, we analyzed the predictive validity of psychometric questionnaires often used in the personnel selection process, and found that these questionnaires were unable to predict hirability, suggesting that hirability impressions were formed based on the interaction during the interview rather than on questionnaire data.

Priorization of Customer Needs for Paperboard Trays

The objectives of the study were to introduce current issues of chilled and frozen food packaging, priorize certain customer needs and review brand owners’ opinions and ways of actions. Packaging industry and packaged food markets were reviewed. Interviews of food industry brand owners are used as data sources. Analytic hierarchy process was used to prioritize the customer needs. Food packaging, special features of ready meals, chilled and frozen food packaging, packaging industry and packaged food markets in Europe are approached using literature and market reviews and forecasts. In empirical part the customer needs of paperboard trays are prioritized. The most important features for brand owners are related in product safety and environmental issues. Paperboard trays have benefits compared to its competing packaging solutions. Paperboard is recyclable, from renewable source and it has good printability. Emerging issues of packaging technology are biodegradable package, elderly friendly features such as easiness of opening and re-closing possibility, brand protection and tamper evident solutions.

Premières évidences de la validité de l'échelle de désengagement moral pour des actes discriminatoires (Initial evidence of the validity of a scale on moral disengagement in discriminatory behavior)

De nombreuses études ont mis en évidence le fait que les individus étaient prêts à commettre des actes discriminatoires pour autant qu'ils puissent les justifier (Crandall & Eshleman, 2003). Nous proposons de contribuer à la compréhension de ce phénomène grâce au concept de désengagement moral pour des actes discriminatoires (DMD). Nous définissons le désengagement moral comme le fait de justifier ses propres actes immoraux de manière à les rendre acceptable. Ce concept trouve ses origines dans les travaux de Bandura et al. (1996) portant sur les comportements agressifs chez des enfants. Il se compose de huit mécanismes (p.ex. le déplacement de responsabilité). Notre recherche dépasse le cadre théorique développé par Bandura et al. pour inscrire le désengagement moral dans le champ de la discrimination intergroupe. De plus, en conceptualisant le désengagement moral comme une différence individuelle, nous proposons également de présenter les premières étapes du développement d'une échelle permettant de mesurer le DMD. L'échelle de DMD a été développée en trois étapes en suivant la procédure proposée par Hinkin (1998). Tout d'abord, une liste de 72 items a été générée suivant une méthode déductive. Puis, suite à une étude (n = 13) portant sur la cohérence des items vis-à-vis du concept et de ses mécanismes, cette liste a été réduite à 40 items (5 par mécanisme). Enfin, 118 étudiants universitaires ont participé à une étude dans le but de mener des analyses factorielles (exploratoire et confirmatoire), ainsi que de tester les validités convergente, divergente et prédictive de l'échelle. La première partie de cette étude se composait de différentes échelles (p.ex. mesure de personnalité, préjugés anti-immigrés, etc.). La seconde partie de l'étude était une expérience portant sur l'évaluation d'idées de méthodes de sélection (discriminatoire versus méritocratique) des étudiants suisses et étrangers à l'université, ayant pour but de réduire la surpopulation dans les salles de cours. Les résultats obtenus sont prometteurs pour le développement de l'échelle, autant du point de vue de sa structure (p.ex. α = .82) que de sa validité. Par exemple, plus le niveau de DMD des participants était élevé, plus ils étaient favorables à une méthode de sélection discriminatoire des étudiants à l'université. L'ensemble des résultats sera présenté durant la conférence. Nous discuterons également des potentielles contributions de cette échelle pour de futurs projets de recherche. Référence : Bandura, A., Barbaranelli, C., Caprara, G. V., & Pastorelli, C. (1996). Mechanisms of moral disengagement of the exercise of moral agency. Journal of Personality and Social Psychology, 71 (2), 364-374. Crandall, C. S., & Eshleman, A. (2003). The Justification-suppression model of the expression and experience of prejudice. Psychological Bulletin, 129 (3), 414-446. Hinkin, T. R. (1998). A brief tutorial on the development of measures for use un survey questionnaires. Organizational Research Methods, 1 (1), 104.121.

Chaos in human behavior: the case of work motivation

This study considers the complex dynamics of work motivation. Forty-eight employees completed a work-motivation diary several times per day over a period of four weeks. The obtained time series were analysed using different methodologies derived from chaos theory (i.e. recurrence plots, Lyapunov exponents, correlation dimension and surrogate data). Results showed chaotic dynamics in 75% of cases. The findings confirm the universality of chaotic behavior within human behavior, challenge some of the underlying assumptions on which work motivation theories are based, and suggest that chaos theory may offer useful and relevant information on how this process is managed within organizations.