In the recent times, Customer Relationship Management (CRM) has become one of the most dynamic topics of Information and Communication Technologies (ICT), both in the academia and the market. This popularity is indeed a result of the promising features offered by CRM. All the studies to date have highlighted elements associated with CRM success by studying its adoption and implementation in the...

Introduction Over the last decade there has been a growing interest in the market orientation concept (Day, 1992; Grönroos, 1989; Webster, 1988, 1992) and its usefulness in increasing businesses’ economic performance (Jaworski and Kholi, 1993; Narver and Slater, 1990; Reukert 1992). In most studies market orientation is defined as either the adoption of a marketing concept (see Deng and Dart, 1...

Business simulations are useful tools due to the fact that it eases management decision making. No doubt there are many processes which must be considered and simulated. Therefore, such business simulator is often composed of many processes and contains many agents and interrelations as well. Since the business simulator based on multi-agent system is characterized by many interrelations within...

The use of radio frequency identification (RFID) allows utility companies to read meters from a distance. Thus a meter reader need not visit every customer on his route, but only get within a certain radius of each customer. In finding an optimal route – one that minimizes the distance the meter reader travels while servicing each customer on his route – this notion of only needing to be close ...

We study the product design problem of a revenue-maximizing firm that serves a market where customers are heterogeneous with respect to their valuations and desire for a quality attribute, and are characterized by a perhaps novel model of customer choice behavior. Specifically, instead of optimizing the net utility that results from an appropriate combination of prices and quality levels, custo...

In similar fashion to western countries, ASEAN countries are also gearing up towards deregulation. Despite potentially different motivating drivers, the ultimate objectives are free market competition leading to efficient pricing signals as well as providing customers with the freedom to choose their electricity provider and benefit from competitive prices. This paper provides an ASEAN electric...

The regulatory schemes currently used for reliability improvement have weaknesses in the provision of quality services based on the customers’ perspective. These schemes consider the average of the service as a criterion to incentivize or penalize the distribution system operators (DSOs). On the other hand, most DSOs do not differentiate electricity services at the customer level, due to the st...

Theoretical and empirical research in technology acceptance, while acknowledging the importance of individual beliefs about the compatibility of a technology, has produced equivoDebbie Compeau was the accepting senior editor for this paper. James Thong was the associate editor. Darren Meister served as a reviewer. Two other reviewers chose to remain anonymous. cal results. This study focuses on...

In this paper we examine the likely impact of utility computing on information technology (IT) outsourcing. Drawing on a set of eleven outsourcing cases and on IT outsourcing literature, we identify four risks that lessen the potential benefits of IT outsourcing. We consider two approaches to outsourcing: selectively managing a network of outsourcing partners and managing large-scale exclusive ...