CRM in Sales-Intensive Organizations: A Review and Future Directions

With the advent of technology enabling greater customer tracking, more robust knowledge management, and direct customer communication, the implementation of customer relationship management (CRM) strategies has grown in importance with many implications for sales-intensive organizations. Implications of CRM strategy, analytical CRM, and operational CRM are discussed, particularly in terms of research opportunities. Although there are, no doubt, many other interesting and worthwhile research opportunities available, the nexus of technology, CRM, and sales-intensive go-tomarket strategies provide myriad opportunities for exciting research.     

Rural Embedded Assistants for Community Health (REACH) Network: First-Person Accounts in a Community–University Partnership

Community research and action projects undertaken by community–university partnerships can lead to contextually appropriate and sustainable community improvements in rural and urban localities. However, effective implementation is challenging and prone to failure when poorly executed. The current paper seeks to inform rural community–university partnership practice through consideration of first-person accounts from five stakeholders in the Rural Embedded Assistants for Community Health (REACH) Network. The REACH Network is a unique community–university partnership aimed at improving rural health services by identifying, implementing, and evaluating innovative health interventions delivered by local caregivers. The first-person accounts provide an insider’s perspective on the nature of collaboration. The unique perspectives identify three critical challenges facing the REACH Network: trust, coordination, and sustainability. Through consideration of the challenges, we identified several strategies for success. We hope readers can learn their own lessons when considering the details of our partnership’s efforts to improve the delivery infrastructure for rural healthcare.     

The Effects of Therapist Competence in Assigning Homework in Cognitive Therapy With Cluster C Personality Disorders: Results From a Randomized Controlled Trial

Therapist competence in assigning homework was used to predict mid- and posttreatment outcome for patients with Cluster C personality disorders in cognitive therapy (CT). Twenty-five patients that underwent 40 sessions of CT were taken from a randomized controlled trial (Svartberg, Stiles, & Seltzer, 2004). Therapist competence in assigning homework was rated by 2 independent raters assessing a session early in treatment (mostly Session 6) using the Cognitive Therapy Scale (CTS; Young & Beck, 1980). Higher ratings of therapist competence in assigning homework predicted a positive outcome at both mid- and posttreatment, even when controlling for initial symptom improvement. The results indicated that therapist competence in assigning homework is important for both symptom reduction and personality change in CT in the treatment of patients with Cluster C personality disorders.     

Help or hinder? When recommendation signage expands consideration sets and heightens decision difficulty

This research examines whether recommendation signage helps or hinders the consumer when faced with choosing from large product assortments. In spite of frequent usage and retailer intuition suggesting that providing recommendation signs (e.g., “Best Seller,” “Award Winner”) should help consumers in the choice process, we propose that signs can hinder choice for consumers with more developed preferences by adding to the complexity and difficulty of the decision process. In three experiments using horizontally differentiated products in multiple categories, we provide evidence that recommendation signs create preference conflict for consumers with more developed preferences, leading these consumers to form larger consideration sets and ultimately experience more difficulty from the decision-making process. In addition, we show that these effects are mitigated for consumers with less developed preferences and when the choice is from a small assortment. The results suggest that recommendation signage may not be an effective tool for aiding choice from large assortments; instead signage can exacerbate the difficulties associated with having too many choices, with implications on purchase quantity.     

Viciousness and the structure of reality

Given the centrality of arguments from vicious infinite regress to our philosophical reasoning, it is little wonder that they should also appear on the catalogue of arguments offered in defense of theses that pertain to the fundamental structure of reality. In particular, the metaphysical foundationalist will argue that, on pain of vicious infinite regress, there must be something fundamental. But why think that infinite regresses of grounds are vicious? I explore existing proposed accounts of viciousness cast in terms of contradictions, dependence, failed reductive theories and parsimony. I argue that no one of these accounts adequately captures the conditions under which an infinite regress—any infinite regress—is vicious as opposed to benign. In their place, I suggest an account of viciousness in terms of explanatory failure. If this account is correct, infinite grounding regresses are not necessarily vicious; and we must be much more careful employing such arguments to the conclusion that there has to be something fundamental.     

Dyadic Power Profiles: Power‐Contingent Strategies for Value Creation in Negotiation

Using a simulated employment negotiation, we tested the conditional relationships among dyadic power profiles (symmetric high, symmetric low, and asymmetric), the choice and sequencing of strategies, and value creation. We showed that negotiators in symmetric high, symmetric low, and asymmetric power dyads took distinctly different paths to value creation. Value creation was associated with increased mutual accommodation in high‐power dyads but with increased contentiousness in low‐power dyads. Asymmetric power dyads maximized value creation when they adopted a neutral stance, neither overusing nor underusing any one strategy. Although strategy use was a better predictor of value creation than strategy sequencing, sequences played an increasingly important role in value creation as the level of total power within the negotiation increased.     

The effects of viewing physical and relational aggression in the media: Evidence for a cross-over effect

Research has shown that viewing violence in the media can have a profound impact on aggressive thoughts and behaviors. However, the impact of viewing relational aggression in the media has rarely been examined. This paper presents the results of an experimental study that examines the impact of viewing relational and physical aggression in the media on subsequent aggression. In this study, adult females were shown video clips containing no-aggression, relational aggression, or physical aggression. Their aggressive behavior was measured through the use of a competitive reaction time task (physical aggression) and evaluations of a confederate of the experiment (relational aggression). As a whole, participants viewing either relational or physical aggression behaved similarly. Specifically, participants who viewed either type of aggression were subsequently more physically and relationally aggressive than those who viewed the non-aggressive clip. The results show evidence for a generalization effect of viewing media aggression, in that viewing one form of aggression can influence the manifestation of other forms. This is the first study to show that viewing relational aggression in the media can increase subsequent physical aggression. Implications for parents, media producers, and policy makers are discussed.     

Mind wandering and retrieval from episodic memory: a pilot event-related potential study

The present study investigated the effects of mind wandering (task-unrelated thought) on the subcomponents of episodic memory as reflected by event-related potentials (ERPs). Specifically, individual differences in the pattern of ERP episodic 'old/new' effects (left-parietal, right-frontal and central-negativity effects) were examined across groups of participants experiencing either high or low frequencies of task-unrelated thought during encoding. Twenty participants studied lists of words and line drawings in one of two contexts (red versus green coloured boxes). At test, participants discriminated between target (old words or line drawings presented in one colour) and nontargets (old items from the other colour and new items). On completion of the memory task, participants completed the 'thinking' component of the Dundee Stress State Questionnaire to provide a retrospective measure of task-unrelated thought. Behavioural data indicated that irrespective of the presence of task-unrelated thought, participants were able to complete the memory task equally well. However, an analysis of ERPs across High and Low task-unrelated thought groups revealed differences in retrieval strategy. Those individuals with infrequent episodes of task-unrelated thought at study used a 'pure' recollection strategy (left-parietal effect only). Conversely, those participants experiencing frequent episodes of task-unrelated thought were unable to recollect the stimuli with ease, as indexed by a diminished parietal effect. As a consequence, these participants employed additional strategic processes for task completion, as indexed by an elevated amplitude of central negativity effects. These data are consistent with the decoupling hypothesis of mind wandering which suggests impaired recollection when attention becomes directed away from the task.