A. Bitkowska, P. Śliż, Candace Tenbrink, A. Piasecka
Abstract Developing new technologies pose challenges for modern organizations, including service organizations. The main goal of the article was to present the results of exploration of the passenger car repair process using the Celonis Snap program in the example of an authorized service station. Realization of the main goal was assigned to a partial goal, which was to approximate and present the existing state of knowledge regarding process mining. The following research methods were used in the research procedure: systematic review of the literature on the subject and participant observation. Process mining was performed using the Celonis Snap program. The first section of the article, which is of epistemological character, presents the assumptions of process mining. The next one characterizes the empirical structure of the organization under study and the data generated in it. In the following sections, the course of the exploration process of the repair process, results and directions of further research are presented.
{"title":"Application of Process Mining on the Example of an Authorized Passenger Car Service Station in Poland","authors":"A. Bitkowska, P. Śliż, Candace Tenbrink, A. Piasecka","doi":"10.2478/fman-2020-0010","DOIUrl":"https://doi.org/10.2478/fman-2020-0010","url":null,"abstract":"Abstract Developing new technologies pose challenges for modern organizations, including service organizations. The main goal of the article was to present the results of exploration of the passenger car repair process using the Celonis Snap program in the example of an authorized service station. Realization of the main goal was assigned to a partial goal, which was to approximate and present the existing state of knowledge regarding process mining. The following research methods were used in the research procedure: systematic review of the literature on the subject and participant observation. Process mining was performed using the Celonis Snap program. The first section of the article, which is of epistemological character, presents the assumptions of process mining. The next one characterizes the empirical structure of the organization under study and the data generated in it. In the following sections, the course of the exploration process of the repair process, results and directions of further research are presented.","PeriodicalId":43250,"journal":{"name":"Foundations of Management","volume":"12 1","pages":"125 - 136"},"PeriodicalIF":1.1,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44374294","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract This study is centered around a set of research questions that aim to explain how sustainability balanced scorecard architectures with sustainability parameters either embedded or treated as a separate perspective relate to environmental investment decision-making. The research also examines the mediating role of sustainability balanced scorecard knowledge and moderating role of strategic risk information. This article presents the results and answers to the research questions via conducting an experimental study approach using a two-factor factorial design. This is possibly the first study that determines, through an experimental procedure conducted with managers working in large manufacturing companies, whether any significant difference exists in environmental investment decision outcomes when decision-makers are presented with either an architecture where sustainability is embedded with the traditional four perspectives of balanced scorecards versus when it is presented as a separate fifth perspective. Furthermore, the development of an integrated model is possibly a significant contribution to the extant literature.
{"title":"Sustainability Balanced Scorecard Architecture and Environmental Investment Decision-Making","authors":"Suaad Jassem, Z. Zakaria, Anna Che Azmi","doi":"10.2478/fman-2020-0015","DOIUrl":"https://doi.org/10.2478/fman-2020-0015","url":null,"abstract":"Abstract This study is centered around a set of research questions that aim to explain how sustainability balanced scorecard architectures with sustainability parameters either embedded or treated as a separate perspective relate to environmental investment decision-making. The research also examines the mediating role of sustainability balanced scorecard knowledge and moderating role of strategic risk information. This article presents the results and answers to the research questions via conducting an experimental study approach using a two-factor factorial design. This is possibly the first study that determines, through an experimental procedure conducted with managers working in large manufacturing companies, whether any significant difference exists in environmental investment decision outcomes when decision-makers are presented with either an architecture where sustainability is embedded with the traditional four perspectives of balanced scorecards versus when it is presented as a separate fifth perspective. Furthermore, the development of an integrated model is possibly a significant contribution to the extant literature.","PeriodicalId":43250,"journal":{"name":"Foundations of Management","volume":"12 1","pages":"193 - 210"},"PeriodicalIF":1.1,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47441386","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract The aim of this article was to estimate the total efficiency of teaching activity carried out in Polish higher education institutions in 2015. The study used the EBM model belonging to the nonparametric DEA method. The output of the education process was measured by the number of graduates of the first-cycle and second-cycle studies and long-cycle studies, the number of doctoral degrees awarded, the number of postgraduate studies certificates issued, and the number of academic teachers and the total value of teaching activity revenue, the total value of state budget subsidies along with fees for educational services and fixed assets. Efficiency measurement was made for two variants: M1 and M2. The obtained research results indicate that on average, the difference between the indicators of the total efficiency of teaching activity under the two empirical models is 0.00. This is due to the fact that the share of budget subsidies and fees paid by students of part-time studies, in the revenues from teaching activity is at the level of 87%. There is also a positive but weak correlation between the total efficiency ratios and financial results obtained from teaching activities.
{"title":"The Total Efficiency of Teaching Activity of Polish Higher Education Institutions","authors":"Łukasz Brzezicki, P. Pietrzak, M. Cieciora","doi":"10.2478/fman-2020-0002","DOIUrl":"https://doi.org/10.2478/fman-2020-0002","url":null,"abstract":"Abstract The aim of this article was to estimate the total efficiency of teaching activity carried out in Polish higher education institutions in 2015. The study used the EBM model belonging to the nonparametric DEA method. The output of the education process was measured by the number of graduates of the first-cycle and second-cycle studies and long-cycle studies, the number of doctoral degrees awarded, the number of postgraduate studies certificates issued, and the number of academic teachers and the total value of teaching activity revenue, the total value of state budget subsidies along with fees for educational services and fixed assets. Efficiency measurement was made for two variants: M1 and M2. The obtained research results indicate that on average, the difference between the indicators of the total efficiency of teaching activity under the two empirical models is 0.00. This is due to the fact that the share of budget subsidies and fees paid by students of part-time studies, in the revenues from teaching activity is at the level of 87%. There is also a positive but weak correlation between the total efficiency ratios and financial results obtained from teaching activities.","PeriodicalId":43250,"journal":{"name":"Foundations of Management","volume":"12 1","pages":"19 - 30"},"PeriodicalIF":1.1,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45472215","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract The main aim of the paper is to investigate and discuss the influence of digital transformation (DT) on the processes, tools, and outcomes of project management. It seems to be accepted that not only has the digital economy a great impact on the technologies used, but it affects the transition of strategies, business models, structures, or competences. The objective of the research demonstrated in this paper was to identify the main dimensions and scope of the impact of DT on the area of project management. The conclusions as to the multidimensionality of this impact were drawn on the basis of empirical investigations conducted on a sample of around a hundred of project managers and on the analyses of their perception of the most important aspects of DT. The crucial themes, as well as the advantages and barriers of DT, were discussed briefly.
{"title":"General and Specific: The Impact of Digital Transformation on Project Processes and Management Methods","authors":"A. Kozarkiewicz","doi":"10.2478/fman-2020-0018","DOIUrl":"https://doi.org/10.2478/fman-2020-0018","url":null,"abstract":"Abstract The main aim of the paper is to investigate and discuss the influence of digital transformation (DT) on the processes, tools, and outcomes of project management. It seems to be accepted that not only has the digital economy a great impact on the technologies used, but it affects the transition of strategies, business models, structures, or competences. The objective of the research demonstrated in this paper was to identify the main dimensions and scope of the impact of DT on the area of project management. The conclusions as to the multidimensionality of this impact were drawn on the basis of empirical investigations conducted on a sample of around a hundred of project managers and on the analyses of their perception of the most important aspects of DT. The crucial themes, as well as the advantages and barriers of DT, were discussed briefly.","PeriodicalId":43250,"journal":{"name":"Foundations of Management","volume":"12 1","pages":"237 - 248"},"PeriodicalIF":1.1,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45750250","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract Today's Internet marketing ecosystems are very complex, with many competing players, transactions concluded within milliseconds, and hundreds of different parameters to be analyzed in the decision-making process. In addition, both sellers and buyers operate under uncertainty, without full information about auction results, purchasing preferences, and strategies of their competitors or suppliers. As a result, most market participants strive to optimize their trading strategies using advanced machine learning algorithms. In this publication, we propose a new approach to determining reserve-price strategies for publishers, focusing not only on the profits from individual ad impressions, but also on maximum coverage of advertising space. This strategy combines the heuristics developed by experienced RTB consultants with machine learning forecasting algorithms like ARIMA, SARIMA, Exponential Smoothing, and Facebook Prophet. The paper analyses the effectiveness of these algorithms, recommends the best one, and presents its implementation in real environment. As such, its results may form a basis for a competitive advantage for publishers on very demanding online advertising markets.
{"title":"The Reserve Price Optimization for Publishers on Real-Time Bidding on-Line Marketplaces with Time-Series Forecasting","authors":"Andrzej Wodecki","doi":"10.2478/fman-2020-0013","DOIUrl":"https://doi.org/10.2478/fman-2020-0013","url":null,"abstract":"Abstract Today's Internet marketing ecosystems are very complex, with many competing players, transactions concluded within milliseconds, and hundreds of different parameters to be analyzed in the decision-making process. In addition, both sellers and buyers operate under uncertainty, without full information about auction results, purchasing preferences, and strategies of their competitors or suppliers. As a result, most market participants strive to optimize their trading strategies using advanced machine learning algorithms. In this publication, we propose a new approach to determining reserve-price strategies for publishers, focusing not only on the profits from individual ad impressions, but also on maximum coverage of advertising space. This strategy combines the heuristics developed by experienced RTB consultants with machine learning forecasting algorithms like ARIMA, SARIMA, Exponential Smoothing, and Facebook Prophet. The paper analyses the effectiveness of these algorithms, recommends the best one, and presents its implementation in real environment. As such, its results may form a basis for a competitive advantage for publishers on very demanding online advertising markets.","PeriodicalId":43250,"journal":{"name":"Foundations of Management","volume":"12 1","pages":"167 - 180"},"PeriodicalIF":1.1,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42475878","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract The need for survival in today's market drives an increase in the delivery of easy to use ‘just-in-time’ resources that respond to the often-dynamic workplace. Innovative business models are the resources that support entrepreneurs to be more competitive in the market. Based on the research conducted in two European ERASMUS+ projects – Understanding and Developing Business Models – ProBM (2016–2018) and its continuation in the years 2019–2021, the authors discuss the findings on the need for business models to be implemented in enterprises. The paper also includes recommendations for managers and entrepreneurs on what should be considered in order to survive in today's competitive and global marketplace. The authors present the level of awareness of the entrepreneurs in the area of business models and the response to these results in the form of micro-learning. This involves a compendium on business models and bite-sized modules directed towards adult educators in management, start-ups, managers, and entrepreneurs. The insights provided are expected to be valuable to researchers and practitioners interested in the topic of business models.
{"title":"Business Models for Management and Entrepreneurs as a Tool for Survival and Success","authors":"L. Walaszczyk, Sandra M. Dingli","doi":"10.2478/fman-2020-0019","DOIUrl":"https://doi.org/10.2478/fman-2020-0019","url":null,"abstract":"Abstract The need for survival in today's market drives an increase in the delivery of easy to use ‘just-in-time’ resources that respond to the often-dynamic workplace. Innovative business models are the resources that support entrepreneurs to be more competitive in the market. Based on the research conducted in two European ERASMUS+ projects – Understanding and Developing Business Models – ProBM (2016–2018) and its continuation in the years 2019–2021, the authors discuss the findings on the need for business models to be implemented in enterprises. The paper also includes recommendations for managers and entrepreneurs on what should be considered in order to survive in today's competitive and global marketplace. The authors present the level of awareness of the entrepreneurs in the area of business models and the response to these results in the form of micro-learning. This involves a compendium on business models and bite-sized modules directed towards adult educators in management, start-ups, managers, and entrepreneurs. The insights provided are expected to be valuable to researchers and practitioners interested in the topic of business models.","PeriodicalId":43250,"journal":{"name":"Foundations of Management","volume":"12 1","pages":"249 - 260"},"PeriodicalIF":1.1,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41583936","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract All sophisticated management accounting practices used in hospitals require a functional costing system, which allows for better cost calculation of medical services. This is important for the hospitals because they should always look for the possibilities to improve their outcomes. This study evaluates the effects of various structural factors on quality of costing system and magement accounting practices and examines how these two constructs impact on hospital performance. The data was collected using a questionnaire survey carried out among chief accountants and hospital managers in Polish and English hospitals. Multiple regression was employed to analyze the data. The findings confirmed the earlier studies that hospital performance depends on the quality of cost calculation, as well as on management accounting practices. On the other hand, the quality of cost calculation depends on hospital size and a level of computerization.
{"title":"The Relationship between Cost System Functionality, Management Accounting Practices, and Hospital Performance","authors":"Magdalena Kludacz-Alessandri","doi":"10.2478/fman-2020-0017","DOIUrl":"https://doi.org/10.2478/fman-2020-0017","url":null,"abstract":"Abstract All sophisticated management accounting practices used in hospitals require a functional costing system, which allows for better cost calculation of medical services. This is important for the hospitals because they should always look for the possibilities to improve their outcomes. This study evaluates the effects of various structural factors on quality of costing system and magement accounting practices and examines how these two constructs impact on hospital performance. The data was collected using a questionnaire survey carried out among chief accountants and hospital managers in Polish and English hospitals. Multiple regression was employed to analyze the data. The findings confirmed the earlier studies that hospital performance depends on the quality of cost calculation, as well as on management accounting practices. On the other hand, the quality of cost calculation depends on hospital size and a level of computerization.","PeriodicalId":43250,"journal":{"name":"Foundations of Management","volume":"12 1","pages":"223 - 236"},"PeriodicalIF":1.1,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43695436","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract Household appliances are the biggest contributor to household energy consumption and carbon dioxide emissions. One of the ways to reduce emissions and conserve energy is to increase the use of energy-efficient appliances (EEAs). Based on the theory of planned behavior (TPB), the study investigated the factors that influence the purchase of EEAs by young consumers in South Africa. Young customers are the customers of tomorrow and can help to prevent global ecological collapse through sustainable consumption. The study extended the TPB by adding two individual constructs (moral norms and environmental concern) and two situational constructs (informational publicity and perceived benefits). In addition, the study examined the effect of purchase intention on purchase behavior. The cross-sectional survey method was used for data collection in the quantitative study. Data was collected from final year undergraduate students at two South African universities. The results indicated that the extended TPB model can be used to predict the purchase intention of EEAs. Also, purchase intention positively affects purchase behavior. Theoretically, the study extended the TPB to create a unique model of intention to purchase EEA. Practical suggestions focus on what business and government should do to improve the purchase of EEA.
{"title":"Factors Influencing the Purchase of Energy-Efficient Appliances by Young Consumers in South Africa","authors":"O. Fatoki","doi":"10.2478/fman-2020-0012","DOIUrl":"https://doi.org/10.2478/fman-2020-0012","url":null,"abstract":"Abstract Household appliances are the biggest contributor to household energy consumption and carbon dioxide emissions. One of the ways to reduce emissions and conserve energy is to increase the use of energy-efficient appliances (EEAs). Based on the theory of planned behavior (TPB), the study investigated the factors that influence the purchase of EEAs by young consumers in South Africa. Young customers are the customers of tomorrow and can help to prevent global ecological collapse through sustainable consumption. The study extended the TPB by adding two individual constructs (moral norms and environmental concern) and two situational constructs (informational publicity and perceived benefits). In addition, the study examined the effect of purchase intention on purchase behavior. The cross-sectional survey method was used for data collection in the quantitative study. Data was collected from final year undergraduate students at two South African universities. The results indicated that the extended TPB model can be used to predict the purchase intention of EEAs. Also, purchase intention positively affects purchase behavior. Theoretically, the study extended the TPB to create a unique model of intention to purchase EEA. Practical suggestions focus on what business and government should do to improve the purchase of EEA.","PeriodicalId":43250,"journal":{"name":"Foundations of Management","volume":"12 1","pages":"151 - 166"},"PeriodicalIF":1.1,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45975021","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract This paper gives a methodology to estimate the generalized costs of end-consumers visiting any retailer. The attractiveness and utility of retailers for end-consumers have been calculated based on their possible generalized costs according to their choice. According to the developed model, analysis of the consumer market visiting all shops in the described zone has been made. Research provides explanation of generalized costs of end-consumers. Generally, the utility function of end-consumers visiting retailers depends on the price and non-price factors. The regression models describing the time spent on transit to a retailer and inside of it provide monetary assessment of costs associated with the purchase process. The monetary level of fatigue was evaluated using the calories spent during the purchase process. The attractiveness of the retailer in an urban zone was assessed as an inverse function of the generalized costs.
{"title":"Assessing the Utility of Retailer Based on Generalized Costs of End-Consumers","authors":"A. Halkin","doi":"10.2478/fman-2020-0003","DOIUrl":"https://doi.org/10.2478/fman-2020-0003","url":null,"abstract":"Abstract This paper gives a methodology to estimate the generalized costs of end-consumers visiting any retailer. The attractiveness and utility of retailers for end-consumers have been calculated based on their possible generalized costs according to their choice. According to the developed model, analysis of the consumer market visiting all shops in the described zone has been made. Research provides explanation of generalized costs of end-consumers. Generally, the utility function of end-consumers visiting retailers depends on the price and non-price factors. The regression models describing the time spent on transit to a retailer and inside of it provide monetary assessment of costs associated with the purchase process. The monetary level of fatigue was evaluated using the calories spent during the purchase process. The attractiveness of the retailer in an urban zone was assessed as an inverse function of the generalized costs.","PeriodicalId":43250,"journal":{"name":"Foundations of Management","volume":"12 1","pages":"31 - 42"},"PeriodicalIF":1.1,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48966000","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
This quantitative correlational research examined the correlations between customer relation-ship management (CRM) usage, product innovation, and customer satisfaction. The general problem was the lack of evidence indicating the use of CRM system as effective in improving small- to medi-um-size companies’ performance. Hence, the specific problem was to determine the beneficial use of a CRM system for customer satisfaction and product innovation. Data were gathered through sur-veymonkey.com. A total of 97 respondents were selected as sample from 10 small- to medium-size companies to answer the survey questions. Respondents were top managers, middle managers, and first-line managers of the selected organization. Statistics of the study were provided with the help of IBM Statistical Package for Social and Sciences version 23. The findings showed a strong correlation between the use of CRM system and customer satisfaction. They indicated the use of CRM system could improve the relationship with existing customers, could help attract prospective customers, and could win back former customers.
本定量相关研究考察了客户关系管理(CRM)使用、产品创新和客户满意度之间的相关性。普遍的问题是缺乏证据表明使用CRM系统可以有效地改善中小型公司的绩效。因此，具体的问题是确定CRM系统对客户满意度和产品创新的有益使用。数据是通过sur-veymonkey.com收集的。从10家中小企业中选出97名受访者回答了调查问题。受访者是所选组织的高层管理人员、中层管理人员和一线管理人员。本研究的统计数据是借助IBM Statistical Package for Social and Sciences version 23提供的。研究结果表明，客户关系管理系统的使用与客户满意度之间存在很强的相关性。他们指出，使用客户关系管理系统可以改善与现有客户的关系，可以帮助吸引潜在客户，并可以赢回以前的客户。
{"title":"Correlation Between Customer Relationship Management System Usage, Product Innovation, And Customer Satisfaction","authors":"Wouroud Elfarmawi","doi":"10.2478/fman-2019-0002","DOIUrl":"https://doi.org/10.2478/fman-2019-0002","url":null,"abstract":"This quantitative correlational research examined the correlations between customer relation-ship management (CRM) usage, product innovation, and customer satisfaction. The general problem was the lack of evidence indicating the use of CRM system as effective in improving small- to medi-um-size companies’ performance. Hence, the specific problem was to determine the beneficial use of a CRM system for customer satisfaction and product innovation. Data were gathered through sur-veymonkey.com. A total of 97 respondents were selected as sample from 10 small- to medium-size companies to answer the survey questions. Respondents were top managers, middle managers, and first-line managers of the selected organization. Statistics of the study were provided with the help of IBM Statistical Package for Social and Sciences version 23. The findings showed a strong correlation between the use of CRM system and customer satisfaction. They indicated the use of CRM system could improve the relationship with existing customers, could help attract prospective customers, and could win back former customers.","PeriodicalId":43250,"journal":{"name":"Foundations of Management","volume":"48 15","pages":""},"PeriodicalIF":1.1,"publicationDate":"2019-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138507049","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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