This article examines how students in a multidisciplinary project-based learning course involving real customers perceive their interactions with their customers. The authors conducted a qualitative study and analysed students' learning reports by means of a thematic network analysis. The analysis shows how students perceive their status in…

This dissertation consists of three essays using publicly reported internal control deficiencies to examine agency conflicts in the unique organizational setting provided by nonprofit charter schools. In my first essay, I find evidence that increased agency conflicts in nonprofit charter schools are "not" associated with increased…

This article presents findings of an empirical investigation of the database marketing (DBM) course in business schools within the United States accredited by the Association to Advance Collegiate Schools of Business. Results indicated that from 2001 to 2005 there was a 52.5% increase in the percentage of business schools offering an undergraduate…

Describes the salesman-customer relationship as a prototypical business relationship and analyzes the behavior strategies of salesman and customer. (EB)

Increasingly, organizations find that they need to integrate large number of information systems in order to support enterprise-wide business initiatives such as e-business, supply chain management and customer relationship management. To date, organizations have largely tended to address information systems (IS) integration in an ad-hoc manner.…

Customers' experiential value is based on holistic experience customers would have when they interact with a product/service. Experiential value is defined as "relativistic preference characterizing a subject's experience with some object" (Holbrook, 1994). Internet is characterized for interactivity and it should have a role in…

Purpose: The purpose of this paper is to explore customer relationship management (CRM) in a higher education setting. Design/methodology/approach: The development and implementation of a CRM project in a state community college was examined as were the benefits realized by implementing CRM. As colleges increasingly embrace distance learning and…

Recognising the existence of customer-supplier roles and relationships in the performance of research can lead to an improvement in the management, and hence delivery, of research. Research, especially university-based research, is often managed with a light touch, with the researchers operating independently, and neither their institution nor…

Objective: The goal of this study was to examine the methodologies used to study librarian-faculty relationships and to use the Key Mediating Variable model (KMV) of The Trust and Commitment Theory of Relationship Marketing to assess the quality of the librarian-faculty relationship as it has been portrayed in the literature. Relationship…

Conventional and hosted applications thrive, but open source ERP (enterprise resource planning) is coming on strong. In many ways, the evolution of the ERP market is littered with ironies. When Oracle began buying up customer relationship management (CRM) and ERP companies, some universities worried that they would be left with fewer choices and…

The purpose of this quantitative correlational study was to examine the relationship between managers' emotional intelligence (EI), managers' transformational leadership style, and employee job satisfaction in customer service organizations in the Central Southwest. Participants were selected because of their experience in the field of customer…

Purpose: The purpose of this research is to investigate the needs and preferences for training among growth-oriented women-owned SMEs in the East of England. Design/methodology/approach: Quantitative data were collected through 108 on-line questionnaires, and the means analysed using SPSS. Qualitative data collected in response to open-ended…

Healthcare portals are becoming increasingly popular with Internet users since they play an important role in supporting interaction between individuals and healthcare organizations with a Web presence. Additionally, many of these organizations make use of knowledge management mechanisms on their healthcare portals to manage the abundance of…

In the corporate world, the notion of customer relationship management (CRM) is nothing new. That particular technology sector is now jam-packed with software that enables organizations to monitor and manage every interaction with a customer, from the very first experience on, throughout the lifecycle of the relationship. That relationship spans…

The global high-tech industry is characterized by extreme competitiveness, innovation, and widespread use of English. Consequently, Taiwanese high-tech companies require engineers that are talented in both their engineering and English abilities. In response to the lack of knowledge regarding the English skills needed by engineers in Taiwan's…