The dark side of CRM: advantaged and disadvantaged customers

Purpose – CRM treats various profiles of customers or individual customers differently, purposively favoring certain customers while deliberately disadvantaging others. This research aims to provide insights into how advantaged (favored) and (non-favored) disadvantaged customers perceive fairness in retailers’ marketing tactics. Design/methodology/approach – A multiple study approach has been adopted, influenced by a three-stage process, which involved exploratory interviews, pilot tests, and the main survey. Findings – The results have provided marketers with a perspective on maintaining and enhancing relationships. Service and marketing communications concern the advantaged customers most, while pricing is the most important aspect for the disadvantaged customers. Practical implications – In terms of handling customers, there are important implications from recognizing how those who are favored and those who are not so advantaged perceive their treatment. Failure to appreciate the pitfalls for visibly treating certain customers more favorably and others demonstrably less so, will have stark consequences for retail management and consumer marketing. Originality/value – Contributions are made to the literatures on CRM and on unfairness, particularly in terms of how to address the inevitable inequities inherent in retailers’ CRM offerings. Identification of the advantaged and disadvantaged customers and their respective views allows marketers to develop more appropriate approaches for handling customers who are sensitive to perceived unfairness.

The Optimal Capital Structure of Banks: Balancing Deposit Insurance, Capital Requirements and Tax-Advantaged Debt

The capital structure and regulation of financial intermediaries is an important topic for practitioners, regulators and academic researchers. In general, theory predicts that firms choose their capital structures by balancing the benefits of debt (e.g., tax and agency benefits) against its costs (e.g., bankruptcy costs). However, when traditional corporate finance models have been applied to insured financial institutions, the results have generally predicted corner solutions (all equity or all debt) to the capital structure problem. This paper studies the impact and interaction of deposit insurance, capital requirements and tax benefits on a bankÇs choice of optimal capital structure. Using a contingent claims model to value the firm and its associated claims, we find that there exists an interior optimal capital ratio in the presence of deposit insurance, taxes and a minimum fixed capital standard. Banks voluntarily choose to maintain capital in excess of the minimum required in order to balance the risks of insolvency (especially the loss of future tax benefits) against the benefits of additional debt. Because we derive a closed- form solution, our model provides useful insights on several current policy debates including revisions to the regulatory framework for GSEs, tax policy in general and the tax exemption for credit unions.

Desigualdades na diabetes mellitus e hipertensão arterial: um estudo ao nível de freguesia

RESUMO - Introdução: A diabetes mellitus e a hipertensão arterial são problemas de saúde de elevada prevalência em Portugal. A sua distribuição geográfica e social é pouco conhecida, comprometendo o desenho e implementação de políticas de saúde. Assim, este estudo teve como objetivo avaliar a existência das desigualdades socioeconómicas na prevalência de diabetes mellitus tipo 2 e de hipertensão arterial, na população residente na região Norte de Portugal, no ano de 2013. Métodos: Foi realizado um estudo ecológico que analisou as 2028 freguesias da região Norte. Os dados foram obtidos através do Sistema de Informação das Administrações Regionais de Saúde e do Censos 2011. A associação entre os indicadores socioeconómicos e a prevalência destas doenças foi medida através da diferença de prevalências, do risco atribuível populacional, do índice relativo de desigualdades e pelo coeficiente de regressão. Resultados: A prevalência de diabetes mellitus tipo 2 e hipertensão arterial foi de 6,16% e 19,35%, respetivamente, e apresentou uma distribuição heterogénea entre freguesias (variando entre 0%-23,7% para a diabetes e 2,8%-66,7% para a hipertensão). A prevalência de ambas as doenças estava significativamente associada com o baixo nível educacional, baixa atividade em sector terciário, desemprego e baixo rendimento (com diferença de prevalências entre decis opostos de até 1,3% na diabetes e até 5,3% na hipertensão). Os determinantes socioeconómicos foram responsáveis até 20% da prevalência destas doenças na população. Conclusão: Estes resultados demonstram a existência de uma distribuição socioeconómica e geográfica heterogéneas e a necessidade de criação de políticas de saúde que atuem nas freguesias menos favorecidas.

How small accounting firms can compete in an environment in which the big four are getting bigger

This paper sets out to determine how small accounting firms can compete in the United States in the early 21st century. The first chapter identifies the central goal of the paper: namely, to use existing literature and market data to define a business strategy for Ross & Moncure, Inc., a small accounting firm in the metropolitan Washington area. The second chapter is a literature review, and in it the author finds that large accounting firms are advantaged in terms of reputation, ability to diversify, and ability to retain employees, but are disadvantaged in their ability to form longstanding successful relationships with clients. In the third chapter, the author explores the relationship between the Big Four firms and their employees. The goal of this chapter is to determine how small accounting firms can compete for top talent in the HR market, and the author finds that this can be done by offering faster career progression and more client interaction. The fourth chapter looks at the market for accounting services in the United States, exploring the different options that consumers have to meet their accounting needs. It is found in this chapter that big and small accounting firms tend to compete for clients of different profiles. In the fifth chapter, the author uses proprietary company data to explore the composition, existing strategy and culture of Ross & Moncure. In the sixth chapter, all of the previous chapters come together to formulate a strategy and plan for action for Ross & Moncure: specifically, that the firm should further cultivate networks and relationships, and should create a fulfilling professional environment by increasing client-employee interaction, encouraging external education, and allowing employees to take on many different projects

Candidate quality in a Downsian Model with a continuous policy space

This paper characterizes a mixed strategy Nash equilibrium in a one-dimensional Downsian model of two-candidate elections with a continuous policy space, where candidates are office motivated and one candidate enjoys a non-policy advantage over the other candidate. We assume that voters have quadratic preferences over policies and that their ideal points are drawn from a uniform distribution over the unit interval. In our equilibrium the advantaged candidate chooses the expected median voter with probability one and the disadvantaged candidate uses a mixed strategy that is symmetric around it. We show that this equilibrium exists if the number of voters is large enough relative to the size of the advantage.

Good quality parenting programmes and the home to school transition

Evidence Review 1 - Good quality parenting programmes and the home to school transition Briefing 1a - Good Quality Parenting Programmes Briefing 1b - Improving the Home to School Transition This set of documents, commissioned by Public Health England (PHE£0, and written by the UCL Institute of Health Equity, address the effects of parenting and good transition on the health and wellbeing of children aged 0-5. They also provide case studies, and examples of good practice for local areas. Evaluations from the UK and other countries show a positive effect of parenting interventions on outcomes and behaviours that we know are linked to positive health and development outcomes for children. Home to school transition programmes can be effective in improving the outcomes for children from more disadvantaged socio-economic groups more than for children from more advantaged socio-economic groups, although longer term impact on health inequalities can only be inferred because the impact on health has not been studied. The full evidence review and two shorter summary briefings are available to download above. This document is part of a series. An overview document which provides an introduction to this and other documents in the series, and links to the other topic areas, is available on the ‘Local Action on health inequalities’ project page. A video of Michael Marmot introducing the work is also available on our videos page.

Growing up in Ireland. Key findings: 13-year-olds. No. 2. Physical activity and obesity among 13-year-olds.

This Key Finding reports on data from the second wave of interviews with Growing Up in Ireland's Child Cohort. The 8,568 children and their families were first interviewed when the children were 9 years old, and then at age 13 years, when 7,400 were reinterviewed between August 2011 and February 2012.The findings show that boys and young people from more socially advantaged backgrounds were more likely to exercise, and that 13-year-olds who took more exercise (whether hard or light exercise) were less likely to be overweight or obese.While most of the young people in Growing Up in Ireland maintained a healthy weight over time, one in four was either overweight or obese, a finding similar to that at 9 years. Girls were also more likely to be classified as overweight or obese than boys. The majority of 13-year-olds were quite positive about their physical appearance, although a quarter rated themselves as below average in this respect, and girls tended to be less positive about their body image than boys. Dieting behaviours had also become evident at 13.To understand more fully the origins and course of overweight and obesity, the descriptive data in this Key Finding can be used in more complex analyses drawing on the rich data available on the child, family and other important contextual variables.This resource was contributed by the National Documentation Centre on Drug Use.

Inequality in Healthy Life Expectancy at Birth by National Deciles of Area Deprivation: England, 2010-12

This release from the Office for National Statistics contains a reference table providing Healthy Life Expectancy (HLE) and Life Expectancy (LE) at birth for national deciles of area deprivation in England. It also provides two measures of inequality, the range and Slope Index of Inequality (SII), for the period 2010-12.Key findingsMales in the most deprived areas have a life expectancy 9.1 years shorter (when measured by the range) than males in the least deprived areas; they also spend a smaller proportion of their shorter lives in ‘Good’ health (70.8% compared to 85.0%).Females in the most deprived areas have a life expectancy 6.8 years shorter (when measured by the range) than females in the least deprived areas; they also expect to spend 17.2% less of their life in ‘Good’ health (66.1% compared to 83.2%).Males in the most advantaged areas can expect to live 19.4 years longer in ‘Good’ health than those in the least advantaged areas as measured by the Slope Index of Inequality (SII). For females this was 19.8 years.Read the release here.��

Saving Mothers' Lives 2003-2005

This, the seventh Report of the Confidential Enquiries into Maternal Deaths in the United Kingdom (UK) enquires into maternal deaths and has a new title, "Saving Mothers' Lives". The change has been made to more accurately reflect the purpose of this, the longest running example of a maternal death review in the world. The Enquiry's aim is to stimulate and promote beneficial clinical actions and health and social service changes that will save yet more mothers' and babies' lives in future. By acting on the recommendations and results contained in the Report, the inequalities in pregnancy outcomes that currently exist between the most advantaged and most vulnerable and excluded mothers and babies in society should reduce, as should the numbers of those who suffer the consequences of severe morbidity.In addition, and perhaps of most importance, all mothers, infants and families will benefit from accessiblematernity services whose staff are proud to provide them with the safest and best possible individualised care that meets all their medical and other needs.

Residència Diocesana d'Estudiants : un recurs intermig de suport a la família

Projecte que pretén planificar els serveis que pot oferir la Residència Diocesana d'Estudiants, amb dues condicions: que sigui tècnicament correcta i entri dintre d'uns principis humanístics mínims i que a això se li doni un sentit d'utilitat social i ajudi, expressament, les parts menys afavorides de la societat (no només econòmicament). Entre els serveis proposats consten els següents: un internat de 300 places per a infants i adolescents; la posada en marxa, obertura i utilització d'un antic internat per a fer-ne una mena de centre de recursos alternatius a l'escola (colònies, campaments, estades educatives, etc.), així com també d'una casa de colònies que està creant-se i de dues zones d'acampada (una a la serra, l'altra a la platja); la creació de l'Escola de l'Esplai diocesana (és dels pocs bisbats de Catalunya que no en té, i aquest bisbat abasta també el nord de Castelló); la generació d'un servei per a elaborar els diversos tipus de mediacions que, a hores d'ara, demana la societat, i dels quals s'espera un fort creixement (matrimonis, menors, etc.), i la cerca d'altres serveis que es puguin oferir a menors i a famílies que tinguin dificultats econòmiques (centre d'acolliments familiars, etc.).

Evolutionary ecology of the colour-dimorphic rewardless orchid "Dactylorhiza sambucina"

Abstract Phenotypic polymorphism is an ideal system to study natural selection in wild populations, because it allows tracking population genetic changes by means of phenotypic changes. A wide variety of polymorphic traits have been studied in numerous animals and plants, as for example colour patterns in moths, snails and birds, human laterality, male reproductive strategies, plant morphology or mating systems. This thesis focused on Dactylorhiza sarnbucina, a rewardless European orchid species, showing a striking flower colour polymorphism, with either yellow or red flowered individuals co-occurring in natural populations. Several studies have investigated its evolutionary ecology since Nilsson's seminal paper in 1980, with a particular emphasis in the evolution and maintenance of its colour polymorphism. One of the main selective forces proposed to maintain this colour polymorphism was pollinator driven negative frequency-dependent selection (NFDS), when each morph is advantaged when rare, and comparatively disadvantaged when common. However, other investigators have recently questioned the occurrence of NFDS, and proposed alternatively that fluctuating selection may maintain this colour polymorphism. In this thesis, we aimed at reviewing and synthesizing these different studies, and also brought our contribution on D. sambucina reproductive ecology. Because numerous hypotheses have still to be tested, we concluded by saying that we are a long way from understanding the evolution and dynamics of colour polymorphism in natural D. sambucina populations. Beside the debated question of colour polymorphism maintenance, one question remained to be tested: what are the consequences of polymorphism per se. We experimentally addressed this question using artificial populations of D. sambucina, and found no relationship between population phenotypic diversity and orchid pollination success. This finding suggest that polymorphism itself was not an advantage for deceptive species such D sambucina, contrarily to the expectations. Finally, we suggest potential research perspectives that could allow a better understanding of the evolutionary ecology of this species. Résumé Le polymorphisme phénotypique est un système biologique idéal pour étudier l'action de la sélection en populations naturelles, grâce à la possibilité de suivre les changements génétiques de la population en étudiant les phénotypes des individus. De très nombreuses études ont montré du polymorphisme phénotypique chez les animaux, par exemple la latéralité chez l'Homme, la coloration des escargots ou des oiseaux. Dans le règne végétal, le polymorphisme est souvent associé à des traits du système de reproduction. Cette thèse est centrée sur une espèce d'orchidée Européenne qui ne produit pas de nectar, Dactylorhiza sambucina. Cette espèce présente des individus à fleurs jaunes et des individus à fleurs rouge, généralement présents en mélange dans les populations naturelles. Plusieurs études ont investigué l'écologie évolutive de cette espèce depuis 25 ans, avec comme thème central l'évolution et le maintien de ce polymorphisme. La principale force sélective proposée pour maintenir ce polymorphisme de couleur est la sélection fréquence-dépendante, exercée par le comportement des pollinisateurs. Chacun des deux variants de couleur est favorisé quand il est rare, et défavorisé quand il devient commun. Bien que ce mécanisme semble agir, certains auteurs doutent de son importance, et ont proposé que les variations temporelles ou spatiales des forces de sélection puisse maintenir le polymorphisme de couleur chez D. sambucina. Dans cette thèse, nous avons voulu résumer et synthétiser les résultats de ces différentes études, et aussi présenter des données nouvelles concernant la reproduction de cette espèce. À la vue de ces résultats, il apparait que de nombreux points nécessitent des expériences complémentaires, et que la compréhension de ce système biologique est encore fragmentaire. Nous nous sommes également intéressés à une question laissée en suspens dans la littérature: le polymorphisme de couleur en soit confère-t-il un avantage à l'espèce, comme proposé par certains auteurs? En construisant des populations artificielles de D. sambucina, nous avons pu montrer que le polymorphisme de couleur n'augmente pas le succès reproducteur de l'espèce. Nous terminons ce travail de recherche en proposant plusieurs axes de recherche pouvant conduire à une meilleure compréhension de l'écologie et de l'évolution de cette espèce.

Lifecourse socioeconomic status and type 2 diabetes : the role of chronic inflammation in the English Longitudinal Study of Ageing.

We examined the association between lifecourse socioeconomic status (SES) and the risk of type 2 diabetes at older ages, ascertaining the extent to which adult lifestyle factors and systemic inflammation explain this relationship. Data were drawn from the English Longitudinal Study of Ageing (ELSA) which, established in 2002, is a representative cohort study of ≥50-year olds individuals living in England. SES indicators were paternal social class, participants' education, participants' wealth, and a lifecourse socioeconomic index. Inflammatory markers (C-reactive protein and fibrinogen) and lifestyle factors were measured repeatedly; diabetes incidence (new cases) was monitored over 7.5 years of follow-up. Of the 6218 individuals free from diabetes at baseline (44% women, mean aged 66 years), 423 developed diabetes during follow-up. Relative to the most advantaged people, those in the lowest lifecourse SES group experienced more than double the risk of diabetes (hazard ratio 2.59; 95% Confidence Interval (CI) = 1.81-3.71). Lifestyle factors explained 52% (95%CI:30-85) and inflammatory markers 22% (95%CI:13-37) of this gradient. Similar results were apparent with the separate SES indicators. In a general population sample, socioeconomic inequalities in the risk of type 2 diabetes extend to older ages and appear to partially originate from socioeconomic variations in modifiable factors which include lifestyle and inflammation.

Imperfectly informed voters and strategic extremism

We analyze a unidimensional model of two-candidate electoral competition where voters have im- perfect information about the candidates' policy proposals, that is, voters cannot observe the exact policy proposals of the candidates but only which candidate offers the most leftist/rightist platform. We assume that candidates are purely office motivated and that one candidate enjoys a valence advan- tage over the other. We characterize the unique Sequential Equilibrium in very-weakly undominated strategies of the game. In this equilibrium the behavior of the two candidates tends to maximum extremism, due to the voters' lack of information. But it may converge or diverge depending on the size of the advantage. For small values of the advantage candidates converge to the extreme policy most preferred by the median and for large values of the advantage candidates strategies diverge: each candidate specializes in a different extreme policy. These results are robust to the introduction of a proportion of well informed voters. In this case the degree of extremism decreases when the voters become more informed.

Mating behaviours of the field cricket (Gryllus integer) at different levels of male density

The reproductive behaviour of the field cricket, Gryllus integer, was systematically observed in indoor arenas to determine the extent of female Choice and male-male competition at different sex ratios representing two male densities (12:6 and 6:6). The costs and benefits to males and females in those two densities were analyzed according to the theory of the evolution o£ leks. Observations were conducted during the dark hours when most calling occurred since hourly rates of courtship song and mating did not fluctuate significantly over a 24 h period. Female mating rates were not significantly different between densities, therefore males at high densities were not advantaged because of increased female tendencies to mate when social stimulation was increased. Mean rates of acoustical signalling (calling and courtin"g) did not differ significantly between densities. Mean rates of fighting by males at the high density were significantly greater than those of males at the low density. Mating benefits associated with callin~courting and fighting were measured. Mating rates did not vary with rates of calling at either density. Calling was not a prerequisite to mating. Courtship song preceded all matings. There was a significant power fit between male mating and courting rates, and male mating and fighting rates at the low, but not at the high, density. Density differences in the benefits associated with increased courting and fighting may relate, in part, to greater economic defensibility and monopoly of females due to reduced male competition at the low density. Dominant males may be preferentially chosen by females or better able to monopolize mating opportunities than subordinate males. Three criteria were used to determine whether dominant males were preferentially chosen by females. The number of matings by males who won fights (within 30 min of mating) was significantly greater than the number of matings by males who were defeated in such fights. Mating rates did not vary significantly with rates of winning at either density. There was a significant power fit between male mating rates and the percentage of fights a male won (irrespective of his fighting-frequency) at the low density. The mean duration a male guarded the female after mating did not vary significantly between densities. There was a significant linear relationship between the duration a spermatophore was retained and the duration a male guarded the female after mating. Courtship song apparently stimulated spermatophore removal. Male guarding involved inter-male aggression and reduced courtship attempts by other males. Males at the high density received no apparent reproductive benefits associated with increased social stimulation. Conclusive evidence for preferential choice of males by females, using the criteria examined here, is lacking. Males at the lower density had fewer competitors and could monopolize females more effectively.

Investigating the effects of arousal state on cognitive performance in individuals with and without mild head injury

We examined the cognitive and emotional sequelae following mild head injury (MHI; e.g., concussion) in high-functioning individuals and whether persons with MHI pre~ent, both physiologically and via self-report, in a manner different from (i.e., underaroused) that of persons who have no history of head injury. We also investigated the effect arousal state ~as on the cognitive performance of this population. Using a quasiexperimental research design (N = 91), we examined changes in attention, working memory, and cognitive flexibility (subtests ofthe WAIS-III, 1997,WMS-III, 1997, & DKEFS, 2002) as a function of manipulated arousal (i.e., induced psychosocial stress/activation; reduced activation/relaxation). In addition to self-reported arousal and state anxiety (State-Trait Anxiety Inventory; Speilberger, 1983a) measures, physiological indices of arousal state (i.e., electrodermal responsivity, heart rate, and respiration activity) were recorded (via Polygraph Professional Suite, 2008) across a 2.5 hour interval while completing various cognitive tasks. Students also completed the Post-concussive Symptom Checklist (Gouvier et aI., 1992). The results demonstrate that university students who report a history ofMHI (i.e., "altered state of consciousness") experience significantly lower levels of anxiety, were physiologically underaroused, and were less responsive to stressors in their environment, compared to their non-~HI cohorts. As expected, cognitive flexibility (but not other neuropsychological measures of cognition) was advantaged with increased stress, and disadvantaged with reduced stress, in persons with reported MHI, but not for those without reported MHI which provided limited support for our hypothesis. Further, university students who had no complaints related to their previous MHI endorsed a greater number of traditional post-concussive symptoms in terms of intensity, duration and frequency as compared to students who did not report a MHI. The underarousal in traumatic brain injury has been associated with (ventromedial prefrontal cortex) VMPFC disruption and may be implicated in MHI generally. Students who report sustaining a previous MHI may be less able to physiologically respond and/or cognitively appraise, stressful experiences as compared to their no-MHI cohort and experience persistent, long-lasting consequences despite the subtle nature of a history of head injury.