A Compendium of Sales-Related Literature in Customer Relationship Management: Processes and Technologies with Managerial Implications

This paper presents the first comprehensive and systematic review of the sales-related customer relationship management (CRM) literature. Specifically, from a narrowed sample of 253 CRM-related articles, 38 were qualified as the juxtaposition of CRM strategies and technologies with sales relevance. Themes found within this literature include the evolving nature of channel functioning and interfirm relationships, the strategic organizational processes involving the sales function, the evolving nature of the sales role, and both salesperson and customer adoption of CRM technology. Contributions were derived from the extant literature for both theory and practice. The meager number of published works with direct relevance to sales management along with the practicality of the topic suggests that additional CRM research, both conceptual and empirical, would be beneficial.     

Cronbach's Alpha: Review of Limitations and Associated Recommendations

This paper discusses the limitations of Cronbach's alpha as a sole index of reliability, showing how Cronbach's alpha is analytically handicapped to capture important measurement errors and scale dimensionality, and how it is not invariant under variations of scale length, interitem correlation, and sample characteristics. In addition, the limitations and strengths of several recommendations on how to ameliorate these problems were critically reviewed. It was shown that the reliance on Cronbach's alpha as a sole index of reliability is no longer sufficiently warranted. This requires that other indices of internal consistency be reported along with alpha coefficient, and that when a scale is composed of large number of items, factor analysis should be performed, and appropriate internal consistency estimation method applied. This approach, if adopted, will largely minimize and guard against uncritical use of Cronbach's alpha coefficient.     

FINDING ROTHKOWITZ: THE JEWISH ROTHKO

While Mark Rothko's canvases are renowned for their rich, monumental expanses of colour, he has insisted that his paintings should be appreciated on more than an aesthetic level. “The people who weep before my pictures,” he commented in 1956, “are having the same religious experience I had when I painted them.” While various critics and scholars have recognized the importance of this remark, just what Rothko meant by “religious experience” has been highly contested. In this article I will argue that Rothko's Jewish identity—informed by his experiences in Russia and New York—influenced his understanding of “religious experience” in subtle but powerful ways. I will not attempt to spot a raft of Jewish symbols and references in Rothko's work, an endeavour that has yielded spurious results in previous studies. Instead, I will examine Rothko's sense of “religious experience” as an evolving concept in his thought and painting; a process which finds its culmination in the Rothko Chapel, a space informed but not defined by the artist's Jewishness.     

Confucianism, Democracy, and the Virtue of Deference

Some democratic theorists have argued that contemporary people should practice only a civility that recognizes others as equal persons, and eschew any form of deference to authority as a feudalistic cultural holdover that ought to be abandoned in the modern era. Against such views, this essay engages early Confucian views of ethics and society, including their analyses of different sorts of authority and status, in order to argue that, properly understood, deference is indeed a virtue of considerable importance for contemporary democratic societies and the citizens who constitute them.     

Predictors of Response and Mechanisms of Change in an Organizational Skills Intervention for Students with ADHD

The purpose of the study was to evaluate predictors of response and mechanisms of change for the Homework, Organization, and Planning Skills (HOPS) intervention for middle school students with Attention-Deficit/Hyperactivity Disorder (ADHD). Twenty-three middle school students with ADHD (grades 6–8) received the HOPS intervention implemented by school mental health providers and made significant improvements in parent-rated materials organization and planning skills, impairment due to organizational skills problems, and homework problems. Predictors of response examined included demographic and child characteristics, such as gender, ethnicity, intelligence, ADHD and ODD symptom severity, and ADHD medication use. Mechanisms of change examined included the therapeutic alliance and adoption of the organization and planning skills taught during the HOPS intervention. Participant implementation of the HOPS binder materials organization system and the therapeutic alliance as rated by the student significantly predicted post-intervention outcomes after controlling for pre-intervention severity. Adoption of the binder materials organization system predicted parent-rated improvements in organization, planning, and homework problems above and beyond the impact of the therapeutic alliance. These findings demonstrate the importance of teaching students with ADHD to use a structured binder organization system for organizing and filing homework and classwork materials and for transferring work to and from school.     

Rodney King and O. J. Revisited: The Impact of Race and Defendant Empathy Induction on Judicial Decisions

White university students participated in a study to investigate the impact of defendant race and empathetic induction on a subsequent juror decision-making task. Participants read a passage involving a Black or a White defendant in a criminal case. They were subsequently induced to feel no empathy, low empathy, or high empathy for the defendant. When compared to participants in the low- and control empathy conditions, those in the high-empathy condition reported greater target empathy, made attributions that were more situational, and assigned more lenient punishments. The results also indicate that group membership can moderate the impact of empathetic induction. When compared to the participants in the Black defendant condition, those in the White defendant condition reported greater target empathy, made attributions that were more situational, and assigned more lenient punishments. Implications for both empathy and judicial decision-making research are discussed.     

Cross-fertilization versus transmission: Recommendations for developing a bidirectional approach to psychotherapy dissemination research

Psychotherapy researchers are increasingly engaged in collaborations with clinical practitioners and mental health administrators. Each party brings its own perspectives, values, and agendas to bear in these encounters. Viable research—practice collaborations depend on understanding and negotiating some of the tensions in these relationships. In this article, we discuss the contexts that prevail for various participants in a psychotherapy dissemination study as well as the values, goals, costs, and benefits related to research participation. This article is a collaboration among the researchers, mental health administrators, therapists, and clients involved in an ongoing treatment dissemination study. Our recommendations for research—practice collaborations are based on our experiences and dialogues over the course of this study.