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Effects of Customer Relationship Management on Organizational Performance 客户关系管理对组织绩效的影响
Pub Date : 2022-06-01 DOI: 10.2478/ethemes-2022-0014
I.I. Nedeljkovic, Dejana Zlatanović, Veljko Marinković
Abstract Customer Relationship Management (CRM) is a process that focuses on initiating, maintaining, and retention of long-term customer relationships with the help of information technology, to achieve better economic performance. Therefore, the paper examines the effects of CRM dimensions on financial and marketing performance, and moderates the role of an image on these relationships. The analysis included 106 organizations on the territory of the Republic of Serbia. The paper uses descriptive statistical analysis, correlation analysis, multiple regression analysis, and moderation regression analysis. The obtained results show that there is a negative statistically significant impact of CRM technology on financial and marketing performance. On the other hand, the existence of a positive statistically significant impact of consumer knowledge management on financial and marketing performance was found, as well as the fact that the image has negative moderating effects on these two relationships. The contribution of this paper is reflected in the unique structure of the research model, in the multidimensional observation of CRM, and measuring the impact of CRM dimensions on financial and marketing performance. Given that previous research has focused more on testing the main effects, rather than the interaction effects, the originality of the work is also contributed by testing the moderator role of the image on the relationship between CRM dimensions and organizational performance.
客户关系管理(CRM)是一个过程,重点是启动,维护和保持长期的客户关系,借助信息技术,以实现更好的经济效益。因此,本文考察了客户关系管理维度对财务和营销绩效的影响,并调节了形象在这些关系中的作用。这项分析包括塞尔维亚共和国境内的106个组织。本文采用描述性统计分析、相关分析、多元回归分析和适度回归分析。研究结果表明,CRM技术对财务和营销绩效有显著的负向影响。另一方面,我们发现消费者知识管理对财务和营销绩效存在显著的正向影响,并且形象对这两种关系具有负向调节作用。本文的贡献体现在研究模型的独特结构,对客户关系管理的多维观察,以及衡量客户关系管理维度对财务和营销绩效的影响。鉴于以往的研究更多地侧重于测试主要效应,而不是交互效应,本研究的独创性还在于测试形象对CRM维度与组织绩效之间关系的调节作用。
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引用次数: 1
Analysis of Insurance Market Development Based on the S-Curve - The Case of the Western Balkan Countries 基于s曲线的保险市场发展分析——以西巴尔干国家为例
Pub Date : 2022-06-01 DOI: 10.2478/ethemes-2022-0013
M. Koprivica
Abstract One of the most commonly used measures of insurance market development is insurance penetration rate, as ratio of gross written premiums to the country’s gross domestic product (GDP). Its important shortcoming is that it neglects the level of economic development of the country. The S-curve is a theoretical model describing the relationship between insurance penetration rate and GDP per capita and allowing a comparison of insurance development between countries at different stages of economic development. The paper analyzes the development level of insurance markets in the Western Balkan countries, in relation to the world average using the S-curve. The world S-curve is derived by estimating a non-linear regression model using data on insurance penetration and GDP per capita for 90 countries from 2006 to 2020. The insurance markets of the Western Balkan countries are below the world S-curve. In order to quantify insurance development gap, we calculated Benchmark Ratio of Insurance Penetration (BRIP) for each country using the world S-curve penetration level as a reference. The results show that the insurance development gap is growing in all countries of the region, except in Albania, where it is the largest. Insurance industry policy for the Western Balkans should focus on improving institutional factors in order to enable sustainable insurance growth in the long run.
保险市场发展最常用的指标之一是保险渗透率,即保险保费总额与国内生产总值(GDP)的比率。它的重要缺点是忽视了国家的经济发展水平。s曲线是描述保险渗透率与人均GDP之间关系的理论模型,可以比较处于不同经济发展阶段的国家之间的保险发展情况。本文运用s曲线分析了西巴尔干国家保险市场的发展水平与世界平均水平的关系。世界s曲线是通过使用90个国家2006年至2020年的保险渗透率和人均GDP数据估计非线性回归模型得出的。西巴尔干国家的保险市场位于世界s曲线以下。为了量化保险发展差距,我们以世界s曲线保险渗透率水平为参考,计算了各国保险渗透率基准比率(BRIP)。结果表明,除阿尔巴尼亚保险发展差距最大外,该地区所有国家的保险发展差距都在扩大。西巴尔干地区的保险业政策应侧重于改善体制因素,以便从长远来看实现可持续的保险业增长。
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引用次数: 0
Inflation and Inflation Differentials in Core Eurozone Countries 欧元区核心国家的通胀和通胀差异
Pub Date : 2022-06-01 DOI: 10.2478/ethemes-2022-0010
Svetlana Popović, Irena Janković, Velimir Lukić
Abstract The paper analyzes the convergence of inflation rates in the group of more developed members of the Eurozone (core countries). What are the characteristics and is the inflation process in these countries sufficiently homogeneous? Are the analysed inflation rates converging, so that there is an indication that these countries tend to form the optimal currency area. We used a unit root test to check the stationarity of a series of average inflationary differentials. They are calculated as the difference between inflation rate in a given country and the inflation rate in EMU. If the convergence process took place, the inflationary differentials will decrease and tend to zero. The variance of differentials will also decrease, so the series of average inflationary differentials will be stationary. The analysis showed that there is a unit root in the series, thus it is not stationary, and we cannot conclude that the process of convergence of inflation rates in the core countries happened. The paper also analyzes the autocorrelation functions of inflation rates, to determine the persistence of inflation, i.e. how long it takes for the shock that caused the inflation growth of 1%, to die off. The values of the first autocorrelation coefficients are high, while the next ones fall slowly, so it takes a long time for the impact of the inflation shock to disappear. In addition, the correlograms of inflation rates are quite heterogeneous, which indicates that inflationary processes differ.
摘要本文分析了欧元区较发达成员国(核心国家)通货膨胀率的趋同。这些国家的特点是什么?它们的通货膨胀过程是否足够同质化?所分析的通胀率是否趋于一致,从而有迹象表明这些国家倾向于形成最优货币区?我们使用单位根检验来检验一系列平均通货膨胀差异的平稳性。它们是根据给定国家的通货膨胀率与欧洲货币联盟的通货膨胀率之差计算的。如果收敛过程发生,通货膨胀差异将减小并趋于零。微分的方差也会减小,因此平均通货膨胀微分序列将是平稳的。分析表明,该序列存在一个单位根,因此它不是平稳的,我们不能断定核心国家的通货膨胀率发生了收敛的过程。本文还分析了通货膨胀率的自相关函数,以确定通货膨胀的持续时间,即导致通货膨胀增长1%的冲击需要多长时间才能消失。第一个自相关系数的值很高,而接下来的自相关系数下降缓慢,因此通货膨胀冲击的影响需要很长时间才能消失。此外,通货膨胀率的相关图是相当不均匀的,这表明通货膨胀过程是不同的。
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引用次数: 0
Specific Aspects of the Economic Policy in the Conditions of the Covid-19 Pandemic 新冠肺炎疫情下经济政策的具体问题
Pub Date : 2022-06-01 DOI: 10.2478/ethemes-2022-0012
Danijel Milošević, Vladislav Marjanovic
Abstract Covid-19 has hit the world intensely. From the medical point of view it seems that we have found the way to fight it, and the new task is to recover the economies. First of all, we need to assess the impact and specify the industries that suffered the most in order to create support packages. It is, as well, crutial to define the engines that are still able to drive the economies towards the recovery. The main aim for economic policy makers should be to flatten the curve of the recession that will occur, no doubts. During this process, it is of highest importance to balance the extent of the support government will provide for the economy. Namely, what we want is to lower the intensity of the impact by prolonging the effects of the crisis, however without increasing the debt too high. Specific action plans have to be created individually, with regards to particular economies and their determinants. For that reason, there is no pattern that policy makers could follow. Having in mind that Serbian public debt is already high, it is essential to carefully design the support packages, without jeopardizing future income.
新冠肺炎疫情严重冲击全球。从医学的角度来看,我们似乎已经找到了对抗它的方法,新的任务是恢复经济。首先,我们需要评估影响,并指定受影响最大的行业,以便制定支持方案。同样,确定仍能推动经济走向复苏的引擎也至关重要。毫无疑问,经济政策制定者的主要目标应该是使即将发生的衰退曲线趋于平缓。在这一过程中,最重要的是平衡政府对经济的支持程度。也就是说,我们想要的是通过延长危机的影响来降低影响的强度,但同时又不让债务增加得太高。必须针对特定经济体及其决定因素,单独制定具体的行动计划。出于这个原因,政策制定者没有可以遵循的模式。考虑到塞尔维亚的公共债务已经很高,必须在不损害未来收入的情况下仔细设计支助方案。
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引用次数: 0
The Significance of ICT Services for the Balance of Payments in the Republic of Serbia 信息通信技术服务对塞尔维亚共和国国际收支的重要性
Pub Date : 2022-06-01 DOI: 10.2478/ethemes-2022-0011
Milan Kalinović, Miloš Todorović, I. Marković
Abstract The balance of payments deficit is the problem faced by numerous countries. To solve the problem of the balance of payment deficit, the creators of economic policy try to stimulate the sectors that secure the largest inflow of foreign currencies and have a beneficial impact on the reduction of deficit. The international trade in informational, computer and telecommunication services records enormously high growth rates in the 21st century. The specificity of ICT sector opens a perspective even to less developed economies to take part more significantly in the exports, which hold a large percentage of a value-added. The goal of this paper is to determine the significance of ICT services for the balance of trade and the current account adjustment, as well as the contribution to generating the surplus of the total balance of services. In the case of the Republic of Serbia, the surplus of ICT sector covers almost one-fifth of the balance of trade deficit, almost one-third of the current account deficit, while every fourth dollar achieved by the services’ exports is achieved by the exports of ICT services. If the same trend of ICT sector’s growth continues, the predictions say that the surplus of this sector will be enlarged by almost 60% till the year of 2024, when compared to the level in 2020. Finally, potentially the most significant advantage, which ICT sector brings with itself, is the reduced brain drain, which is the most destructive consequence brought to the less developed countries by the liberalization of workforce’s movement.
国际收支逆差是许多国家共同面临的问题。为了解决国际收支赤字问题,经济政策的制定者试图刺激那些确保最大外汇流入并对减少赤字产生有利影响的部门。信息、计算机和电信服务领域的国际贸易在21世纪取得了惊人的高速增长。信息和通信技术部门的特殊性甚至为欠发达经济体开辟了一个更大程度地参与出口的前景,因为出口在附加值中所占比例很大。本文的目标是确定信息通信技术服务对贸易平衡和经常账户调整的重要性,以及对产生服务总平衡盈余的贡献。就塞尔维亚共和国而言,信通技术部门的盈余几乎占贸易赤字余额的五分之一,几乎占经常帐户赤字的三分之一,而服务出口所获得的每四美元都是信通技术服务出口所获得的。如果ICT行业的增长趋势继续下去,预测表明,到2024年,与2020年的水平相比,该行业的盈余将扩大近60%。最后,信通技术部门本身可能带来的最显著的好处是减少人才流失,这是劳动力流动自由化给欠发达国家带来的最具破坏性的后果。
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引用次数: 0
Development of the Multi-Criteria Model for the Quality of Life Assessment in Local Governments 地方政府生活质量评价多标准模型的建立
Pub Date : 2022-06-01 DOI: 10.2478/ethemes-2022-0015
S. Mijailović, S. Marković
Abstract The perception of satisfaction with the quality of life by an individual in urban and rural areas includes a number of objective and subjective indicators, based on the analysis that could be performed. Measuring the preferences of individuals living in different environments, in terms of life goals, needs, moods, expectations, as well as personal satisfaction with the quality of life, requires more criteria to be included for its evaluation. The research was conducted on the basis of twenty indicators for measuring the quality of life in local governments depending on the preferences of individuals, and of different age, gender, education, social status, and satisfaction motives. The subject of this paper is the selection of criteria in a multi-criteria model for assessing the quality of life in local governments, using adequate statistical tools. In addition to descriptive statistics and testing the significance of differences, the authors of the paper used a modified PROMETHEE multi-criteria method for ranking local governments.
在城市和农村地区,个人对生活质量满意度的感知包括一些客观和主观指标,基于可以进行的分析。衡量生活在不同环境中的个人在生活目标、需求、情绪、期望以及个人对生活质量的满意度方面的偏好,需要更多的标准来进行评估。这是根据年龄、性别、教育程度、社会地位、满意度等不同的个人喜好,以20个衡量地方自治团体生活质量的指标为基础进行的调查。本文的主题是使用适当的统计工具,在评估地方政府生活质量的多标准模型中选择标准。除了描述性统计和检验差异的显著性外,本文作者还使用了改进的PROMETHEE多标准方法对地方政府进行排名。
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引用次数: 0
Implementation of the Game as a Service Research Model: Microperspective 游戏即服务研究模型的实现:微观视角
Pub Date : 2022-03-01 DOI: 10.2478/ethemes-2022-0004
Z. Kostić, Nenad Tomić
Abstract From a negligible market niche in the entertainment industry, video game publishing has become extremely profitable. The emergence of the video game digital distribution platforms has established a permanent connection between the player and the publisher, making it possible to expand the offer. This led to emergance of the game as a service model, based on a continuous flow of revenue from the sale of additional content in an already distributed game. Revenues generated from the sale of virtual goods within the game are called microtransactions. The subject of this paper is the attitudes of video game players in Serbia and Poland towards different types of microtransactions. The paper has two key objectives: first, to determine whether there are differences in attitudes towards different types of microtransactions, and, second, to determine whether there are differences in attitudes of gamers from Serbia and Poland. In order to achieve these objectives, gamers are given a questionnaire to express their views regarding microtransactions. The existence of statistically significant differences in the attitudes of gamers classified in these two samples is determined for all observed forms of microtransactions, using the t-test.
电子游戏发行从娱乐产业中一个微不足道的小众市场变成了一个非常有利可图的行业。电子游戏数字发行平台的出现在玩家和发行商之间建立了一种永久的联系,这也为游戏的扩展提供了可能。这导致了游戏作为一种服务模式的出现,这种模式基于销售已发行游戏中的附加内容所带来的持续收益流。在游戏中出售虚拟商品所产生的收益被称为微交易。本文的主题是塞尔维亚和波兰的电子游戏玩家对不同类型微交易的态度。本文有两个主要目标:首先,确定对不同类型微交易的态度是否存在差异;其次,确定塞尔维亚和波兰玩家的态度是否存在差异。为了实现这些目标,我们向玩家提供了一份问卷,以表达他们对微交易的看法。在这两个样本中,玩家的态度存在统计学上的显著差异,这可以通过t检验来确定所有观察到的微交易形式。
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引用次数: 0
Measuring the Impact of the Coviid-19 Crisis on the Foreign Tourist Receipts 衡量新冠肺炎危机对外国旅游收入的影响
Pub Date : 2022-03-01 DOI: 10.2478/ethemes-2022-0001
A. Trajkov, Cvetko J. Andreeski, Jovanka Biljan
Abstract Tourism is a significant economic activity for developing any national economy and the world economy as well. Revenues generated through tourism services affect GDP and directly stimulate economic growth. The revenues are important for the national economies, i.e. the foreign exchange inflow, generated through tourist services export. However, many factors directly impact on the volume of foreign tourist arrivals, and thus directly affect both foreign exchange inflows and GDP. Government measures taken for various reasons that have a straight impact on the movement of people significantly reduce tourist travels. It can cause numerous and robust adverse effects on the national economy. The health crisis caused by the pandemic COVID – 19 has led to restrictive governmental measures that had a negative impact on tourist travels, and thus on the revenues generated from the export of tourist services. The paper aims to measure the effect of the COVID - 19 crises on the income generated by the foreign tourists’ arrivals in Ohrid, as a case study destination in North Macedonia. The research results will show the losses this economic sector has suffered from the “lockdown” caused by the pandemic.
旅游业是一国经济乃至世界经济发展的重要经济活动。旅游服务产生的收入影响国内生产总值,并直接刺激经济增长。这些收入对国民经济很重要,即通过旅游服务出口产生的外汇流入。然而,许多因素直接影响到外国游客的数量,从而直接影响到外汇流入和GDP。政府出于各种原因采取的措施对人们的流动有直接影响,大大减少了旅游。它会对国民经济造成许多严重的不利影响。COVID - 19大流行造成的卫生危机导致政府采取限制性措施,对旅游产生负面影响,从而对旅游服务出口产生的收入产生负面影响。本文旨在衡量COVID - 19危机对外国游客抵达奥赫里德所产生的收入的影响,作为北马其顿的案例研究目的地。研究结果将显示这一经济部门因大流行造成的“封锁”而遭受的损失。
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引用次数: 3
Do Audit and Accounting Practices Matter for Greenfield FDI Inflows? 审计和会计实务对绿地FDI流入重要吗?
Pub Date : 2022-03-01 DOI: 10.2478/ethemes-2022-0003
Jovana Stojanović, Bojan Srbinoski, K. Denčić-Mihajlov
Abstract The study examines how the strength of the application of audit and accounting standards, as a component of the institutional infrastructure, affects the greenfield FDI in the four countries of the former Socialist Federal Republic of Yugoslavia over a twelve-year period (2006-2017). Using standard panel data econometric techniques, we conclude that stronger application of audit and accounting standards has a positive impact on attracting greenfield FDI, and that the strength of the application seems to be more important in stable business conditions. Our results are relevant to policy makers, as they point to the need for constant improvement in the accounting and audit system, thus encouraging better transparency and lower transaction costs for investors.
摘要本研究考察了作为制度基础设施组成部分的审计和会计准则的应用力度如何影响前南斯拉夫社会主义联邦共和国四个国家在12年期间(2006-2017年)的绿地外国直接投资。使用标准面板数据计量经济学技术,我们得出结论,审计和会计准则的更强应用对吸引绿地FDI有积极影响,并且在稳定的商业条件下,应用的强度似乎更重要。我们的结果与政策制定者相关,因为它们指出需要不断改进会计和审计系统,从而鼓励提高透明度,降低投资者的交易成本。
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引用次数: 0
National Competitiveness and Foreign Direct Investment in Emerging Europe 新兴欧洲国家竞争力与外国直接投资
Pub Date : 2022-03-01 DOI: 10.2478/ethemes-2022-0002
Saša Ranđelović, Nikola Martinović
Abstract The paper evaluates the relationship between the indicators of competitiveness of national economies (real unit labour costs and Global Competitiveness Index) and the flow of FDI in Central and Eastern Europe (CEE) over the last two decades. Our results show that from 2000 to 2020, CEE economies had an average annual inflow of FDI of 3.9% of GDP, with significant variation across the region. We have found out that the relationship between the net inflow of FDI and the real unit labour costs was strongly negative, while the results on the link with the Global Competitiveness Index was less conclusive. In 2020, due to pandemic global flow of FDI, shrank by around 40%, while the net inflow of FDI to CEE countries declined on average by 15%. These trends and results of survey-based analyses from other studies suggest that CEE region, and especially the Western Balkans countries, may benefit from the nearshoring process in the future. To exploit that opportunity, they may need to put focus of their policies on efficiency-enhancing tax reforms (that would reduce the unit labour costs) and other structural reforms that would result in improvement of the stock and quality of their physical and human capital.
摘要本文评估了过去二十年来中东欧国家经济竞争力指标(实际单位劳动力成本和全球竞争力指数)与外国直接投资流量之间的关系。我们的研究结果表明,从2000年到2020年,中东欧经济体的年均FDI流入量占GDP的3.9%,区域间差异显著。我们发现,外国直接投资净流入与实际单位劳动力成本之间的关系是强烈的负的,而与全球竞争力指数的联系的结果则不太确定。2020年,受疫情影响,全球FDI流入量减少约40%,中东欧国家FDI净流入平均下降15%。这些趋势和其他研究基于调查的分析结果表明,东欧和东欧区域,特别是西巴尔干国家将来可能受益于近岸过程。为了利用这一机会,它们可能需要将政策重点放在提高效率的税收改革(这将降低单位劳动力成本)和其他结构性改革上,这些改革将提高它们的物质和人力资本的存量和质量。
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引用次数: 1
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Economic Themes
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