Template-type: ReDIF-Article 1.0 Author-Name: Annalisa Tunisini Author-Name: Daniele Dalli Title: Editoriale Abstract: Classification-JEL: Keywords: Note: Pages:5-8 Volume: 2013/1 Year: 2013 Issue:1 File-URL:http://www.francoangeli.it/riviste/Scheda_Rivista.aspx?IDArticolo=48009&Tipo=Articolo PDF File-Format: text/HTML Handle: RePEc:fan:mcmcmc:v:html10.3280/MC2013-001001 Number: 1 Template-type: ReDIF-Article 1.0 Author-Name: Renato Fiocca Author-Name: Ivan Snehota Author-Name: Chiara Cant? Title: Inter and intra organisational consequences of business relationships Abstract: Classification-JEL: Keywords: Note: Pages:9-12 Volume: 2013/1 Year: 2013 Issue:1 File-URL:http://www.francoangeli.it/riviste/Scheda_Rivista.aspx?IDArticolo=48010&Tipo=Articolo PDF File-Format: text/HTML Handle: RePEc:fan:mcmcmc:v:html10.3280/MC2013-001002 Number: 2 Template-type: ReDIF-Article 1.0 Author-Name: Enrico Baraldi Author-Name: Antonella La Rocca Author-Name: Andrea Perna Title: Intra- and inter-organizational effects of a CRM system implementation Abstract: The purpose of this paper is to investigate the intra- and inter-organizational effects of introducing a Customer Relationship Management (CRM) system in a firm. Today, CRM appears to be a "buzzword" in the academic literature and it can be analysed under different and sometimes divergent perspectives. We define CRM as a technical device interacting with people who input data and information inside an IT system to obtain processed information in order to handle customer relationships. Empirically, we explore the implementation of a CRM system in an Italian company. Our findings suggest that the installation of a CRM system is not a linear process because of the problems that surface when the technology is embedded within an organization. We identify two main issues users face in employing the CRM system: 1) loss of independence, 2) the feeling of being controlled, with an accompanying mistrust of data inputs from other users in the same host organization. Classification-JEL: Keywords: CRM, relazioni industriali, interazione delle risorse, implementazione IT, diffusione IT, case study Note: Pages:13-34 Volume: 2013/1 Year: 2013 Issue:1 File-URL:http://www.francoangeli.it/riviste/Scheda_Rivista.aspx?IDArticolo=48011&Tipo=Articolo PDF File-Format: text/HTML Handle: RePEc:fan:mcmcmc:v:html10.3280/MC2013-001003 Number: 3 Template-type: ReDIF-Article 1.0 Author-Name: Lars Huemer Author-Name: Andrea Furlan Title: Value logic interactions: perspectives on logistics service provider-client relationships Abstract: This paper presents the notion of value logic interactions as a tool that provides perspectives on intra- and inter-organizational business relationships; in particular, synergies, and tensions that may occur between actors that rely on different technologies. The study employs models of mediating, long-linked and intensive technologies as proxies of the idea and activated structures that influence business performance. The paper discusses the implications of value logic interactions regarding (i) role perceptions, (ii) strategy and marketing, (iii) chains and networks, (iv) competition and cooperation, and (v) the scope of trust with respect to relationships between logistics service providers and their clients. Classification-JEL: Keywords: Note: Pages:35-51 Volume: 2013/1 Year: 2013 Issue:1 File-URL:http://www.francoangeli.it/riviste/Scheda_Rivista.aspx?IDArticolo=48012&Tipo=Articolo PDF File-Format: text/HTML Handle: RePEc:fan:mcmcmc:v:html10.3280/MC2013-001004 Number: 4 Template-type: ReDIF-Article 1.0 Author-Name: Andrea Runfola Author-Name: Simone Guercini Author-Name: Gianluca Gregori Author-Name: Andrea Perna Title: Discontinuity in interaction. findings from two cases in the Italian context Abstract: The paper focuses on discontinuity in interaction by investigating the evolving phases in business to business relationships. From the theoretical point of view, the paper deals with the topic of discontinuity considered to be an unexplored aspect of interaction. Methodologically, the paper proposes a comparison between two cases of focal interactions, one in the home appliances sector and one in the fashion industry. In particular, the paper shows the relationship between a focal supplier company and a big and important customer. The paper ends with the proposal of a possible conceptual dichotomy of discontinuity in interaction, by describing two possible concepts to be further developed and studied in future research. Classification-JEL: Keywords: Business relationship, discontinuit?, interazione, stress, ciclo di vita della relazione. Note: Pages:53-72 Volume: 2013/1 Year: 2013 Issue:1 File-URL:http://www.francoangeli.it/riviste/Scheda_Rivista.aspx?IDArticolo=48013&Tipo=Articolo PDF File-Format: text/HTML Handle: RePEc:fan:mcmcmc:v:html10.3280/MC2013-001005 Number: 5 Template-type: ReDIF-Article 1.0 Author-Name: Daniela Andreini Author-Name: Giuseppe Pedeliento Title: B2B vs. B2C: an empirical attempt to bridge the gap Abstract: If B2B and B2C should be considered distinct domains, is an ongoing debate in marketing research and practice. Recent contributions in the IMP group tried to solve this century old dichotomy. With this paper the authors contribute to this cultural debate showing the importance that product attachment plays in the B2B context. Through an exploratory survey on a sample of 514 Italian truck drivers the authors give evidences of the existence of a diffused feeling of product attachment. In a second study, an experiential phenomenological analysis suggests that the extended self is a suitable framework to describe truck possession and usage. This intimate relationship between user and product in a B2B context, has interesting implication for inter and intra- organizational processes and networks, as discussed in the final part of the paper. Classification-JEL: Keywords: B2B, attaccamento al prodotto, estensione del s?, camion, camionista, relazioni organizzative interne ed esterne Note: Pages:73-96 Volume: 2013/1 Year: 2013 Issue:1 File-URL:http://www.francoangeli.it/riviste/Scheda_Rivista.aspx?IDArticolo=48014&Tipo=Articolo PDF File-Format: text/HTML Handle: RePEc:fan:mcmcmc:v:html10.3280/MC2013-001006 Number: 6 Template-type: ReDIF-Article 1.0 Author-Name: Tiziana Russo Spena Author-Name: Maria Colurcio Author-Name: Monia Melia Title: Storytelling e web communication Abstract: Il lavoro approfondisce l?utilizzo dello storytelling quale strumento di comunicazione del brand nella nuova dimensione interattiva e collaborativa del web. Lo studio ha riguardato l?analisi di tre casi empirici attraverso i quali sono state indagate le dinamiche del processo di comunicazione nei contesti digitali di interazione sociale. I risultati evidenziano che lo sviluppo di campagne di storytelling veicolate attraverso le piattaforme delle virtual brand communities beneficia dell?interattivit? e della dimensione pluralistica della relazione con il cliente, elementi che, investendo tutte le componenti chiave della narrazione - temi, attori, strumenti, risorse - ne potenziano l?efficacia per il coinvolgimento, l?intrattenimento e la partecipazione del cliente. Classification-JEL: Keywords: Storytelling, digital storytelling, brand communication, web 2.0 Note: Pages:97-117 Volume: 2013/1 Year: 2013 Issue:1 File-URL:http://www.francoangeli.it/riviste/Scheda_Rivista.aspx?IDArticolo=48015&Tipo=Articolo PDF File-Format: text/HTML Handle: RePEc:fan:mcmcmc:v:html10.3280/MC2013-001007 Number: 7 Template-type: ReDIF-Article 1.0 Author-Name: Gabriele Qualizza Author-Name: Claudio Sambri Title: Giovani consumatori e nuovi media: una generazione di "nativi digitali"? Abstract: L?articolo discute i principali risultati di uno studio che si ? proposto di indagare in che modo i giovani integrano le nuove tecnologie e i nuovi dispositivi mediatici entro gli spazi della vita quotidiana. In particolare, lo studio si focalizza sul ruolo giocato dalle ICT e dai nuovi media nella costruzione dell?identit? generazionale. A tale scopo ? stata effettuata una rilevazione - tramite questionario a risposta chiusa - che ha interessato un campione di 514 soggetti, di et? compresa tra i 15 e i 24 anni. L?indagine ? articolata in tre aree: senso di appartenenza generazionale, dotazioni tecnologiche e composizione della "dieta" mediatica; dinamiche relazionali in cui si inseriscono i consumi digitali (cellulare/smartphone, web, social network). Classification-JEL: Keywords: Nativi digitali, marketing generazionale, comunicazione, nuovi media. Note: Pages:119-141 Volume: 2013/1 Year: 2013 Issue:1 File-URL:http://www.francoangeli.it/riviste/Scheda_Rivista.aspx?IDArticolo=48016&Tipo=Articolo PDF File-Format: text/HTML Handle: RePEc:fan:mcmcmc:v:html10.3280/MC2013-001008 Number: 8 Template-type: ReDIF-Article 1.0 Author-Name: Annaluce Latorre Author-Name: Maria Vernuccio Title: Ridurre il rischio percepito e generare fiducia nello shopping online attraverso gli User Generated Content Abstract: Con la diffusione dei social media, gli User Generated Content (UGC) sono diventati una tra le principali fonti d?informazione per i consumatori in Rete. Nonostante la rilevanza del fenomeno, emerge una carenza di studi volti ad analizzare, da una parte, l?influenza esercitata dagli UGC sullo sviluppo dell?initial e-trust e, dall?altra, la relazione esistente tra categoria di prodotto, coinvolgimento e conoscenza pregressa del consumatore nelle strategie decisionali adottate dallo stesso per la riduzione del rischio percepito online. Il paper rappresenta un primo contributo conoscitivo di tipo teorico e propone un modello concettuale finalizzato ad una lettura integrata delle interrelazioni esistenti tra rischio percepito online, initial e-trust e UGC nei contesti di shopping virtuale. Classification-JEL: Keywords: Rischio percepito online, initial e-trust, user generated content, strategie decisionali, social media, e-commerce Note: Pages:143-163 Volume: 2013/1 Year: 2013 Issue:1 File-URL:http://www.francoangeli.it/riviste/Scheda_Rivista.aspx?IDArticolo=48017&Tipo=Articolo PDF File-Format: text/HTML Handle: RePEc:fan:mcmcmc:v:html10.3280/MC2013-001009 Number: 9 Template-type: ReDIF-Article 1.0 Author-Name: Gennaro Iasevoli Title: Recensioni Abstract: Classification-JEL: Keywords: Note: Pages:165-171 Volume: 2013/1 Year: 2013 Issue:1 File-URL:http://www.francoangeli.it/riviste/Scheda_Rivista.aspx?IDArticolo=48018&Tipo=Articolo PDF File-Format: text/HTML Handle: RePEc:fan:mcmcmc:v:html10.3280/MC2013-001010 Number: 10