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Customer Relationship Management (CRM) é um tema discutido principalmente pelas áreas de sistemas de informação e de marketing. Muitas organizações já usam sistemas de CRM. Quando uma empresa utiliza o CRM, desenvolve diferentes capacidades organizacionais e algumas delas levam à inovação. Apesar de já existirem alguns estudos que analisam a criação das capacidades de inovação resultantes da utilização do sistema de CRM, ainda não foi compreendido como essas capacidades são obtidas. O presente artigo procura contribuir com este debate, valendo-se da teoria das capacidades dinâmicas para desenvolver um modelo conceitual que permita compreender como se dá o desenvolvimento das capacidades de inovação por meio da utilização do CRM. A questão de pesquisa que guiou este artigo foi: "Qual o papel das Capacidades Dinâmicas na criação das capacidades de inovação através do uso do sistema de CRM?". Nós conduzimos um estudo exploratório baseado em entrevistas com especialistas. Os nossos resultados suportam o argumento de que o CRM conduz à inovação por meio das capacidades dinâmicas. De fato, "sensing, seizing e reconfiguring" oportunidades e ameaças no mercado permitem à organização gerar inovação. [ABSTRACT FROM AUTHOR]

The diversity of approaches to customer relationship management (CRM) brings about the need for systematic reviews. The objective of this article is to identify and categorize the most used publications in the CRM field. We conducted a bibliometric analysis using the Web of Science database. To identify and categorize the subfields, we conducted an exploratory factor analysis. The most used publications were categorized into: (1) methodology in the CRM research field; (2) relationship marketing; (3) service quality and customer loyalty; (4) implications of market-oriented strategy; (5) CRM theory and its practical implications; (6) strategic management; and (7) customer value. [ABSTRACT FROM AUTHOR]

Project managers' leadership competencies have been highlighted as contributing to projects success in the literature. Project managers can develop competence that will allow them to build a productive environment for team members to perform well, ensuring project success. Since there is a lack of studies regarding the relationship between information technology (IT) project manager competencies and project success, this paper addresses the following research question: what are the most relevant competencies in IT project managers' development to achieve IT project success? To answer this question, we conducted a qualitative research study using an exploratory approach. To collect data, 16 in-depth interviews were conducted with Brazilian professionals from diverse business sectors. The data analysis showed that the most relevant competencies are -- team management, business domain knowledge, communication, project management and people skills. We also observed that technical skills were considered relatively less relevant to IT project success than behavioral, business and managerial competencies. [ABSTRACT FROM AUTHOR]

Purpose of the study: To analyze how Applied Social Sciences (ASS) field uses patent documents in articles, in addition to non-patent literature. Methodology/approach: A Systematic Literature Review (SLR) was carried out, by selecting articles statistically analyzed regarding the year of publication, authors' nationality and knowledge area. Articles from the ASS area which explore technical information of patent documents were qualitatively analyzed as for content and ways patent information was used. Originality/Relevance: The use of technical information present in patent documents is unusual in articles, in which bibliographic references prevail as the main data source. Knowledge fields with interdisciplinary profile lack specific studies. Main results: The results obtained point that the ASS area explores little technical patent information, with patentometric studies prevailing. Articles that explore technical information observe on average one patent document, with a matter description based on textual data obtained from the title or abstract. Theoretical/methodological contributions: Systematization of SLR selected articles that allowed performing relevant quantitative analysis to understand how ASS researchers use information obtained from patent documents (metric analysis or exploration of technical information) for the construction of scientific knowledge. Social Contributions/Management Contributions: Potential opportunity to offer actions and tools to help students and researchers towards exploring patent bases in order to select documents relevant to the research topic. [ABSTRACT FROM AUTHOR]

The improvement in quality of care is a primary concern and driving force in the use of Healthcare Information Technology (HIT). Notwithstanding high expectations for the value of IT (Information Technology) in healthcare, many attempts at HIT implementation have failed. Various studies of the implementation of change programs have demonstrated the importance of stakeholders? commitment as well as organizational context when Information Systems/Information Technology (IS/IT) is implemented. Here, two case studies following the implementation of a HIT in a hospital setting are analysed, focusing on stakeholders? commitment to the IS/IT. An understanding is sought as to how top-management commitment and organizational context influence stakeholder?s commitment to benefits achievement from HIT implementation. A qualitative, interpretative and case-based research was used employing semi-structured interviews and document analysis. Findings revealed that organizational context and top-management commitment can be particularly important to the commitment of users in achieving the expected IS/IT benefits. [ABSTRACT FROM AUTHOR]

This teaching case presents the true story of a multinational that decided to adopt the Shared Services Centers (SSC) model in the different regions where it run business around the world. Beyond explaining what a SSC is, the case presents challenges faced by global finance area and describes in details the project to implement the outsourced SSC in Latin America. A project team member reports the discussions held before the decision, the barriers during the negotiation phase, highlights agreements in the definition and planning phases and, finally, reveals lessons learned in each phase. The learnings may support companies that need to adjust global plans to the regional reality, and to the business units that need to make radical organizational changes. They also serve companies studying the deployment of a CSC to reduce costs and improve services. This case is mainly recommended for courses in Administration and disciplines related to finance, project and change management, strategic vision and planning. [ABSTRACT FROM AUTHOR]

This study aims to identify and analyze categories of entrepreneurial formation, based on the opinions of teachers and coordinators in Higher Education Institutions in Brazil, Paraguay and Argentina. During the research, we identified the relationship between these categories and the mobilization of entrepreneurial skills. This is a qualitative exploratory study with theoretical and practical characteristics. The main analytical step was performed using the software program Iramuteq (i), with the addition of the analysis of Descending Hierarchical Classification and Similitude (ii), seeking to obtain a deeper understanding of the texts. And the software program MAXQDA (iii) was used for the coding and formation of the networks associated with the entrepreneurial skills developed. The results showed four main categories, which, according to the interviewees, make up the Entrepreneurial Training processes: intention to undertake, processes/techniques of entrepreneurial training, entrepreneurial learning, and the teaching structure used in this training. Another relevant result was the identification, by the trainers, of seventeen competencies to be developed among the students. Finally, the article relates these seventeen competencies to the Entrepreneurial Training categories. [ABSTRACT FROM AUTHOR]

Objective - The aim of this article is to map the intellectual framework of the research on service failure by means of a survey of the studies published on the theme between 2008 and 2017. Methodology - Bibliometric study, containing analysis of citation, cocitation and bibliographic coupling. Main results - The results indicate that the theme remains current, relevant, with an increase in publications in recent years. The three main approaches observed in the trajectory of studies on the theme are: quality of the meeting, perception of feelings, and recovery meetings. It was also observed that since 2008 there has been an expansion in the approaches used, such as: customer recovery, emotional response, mental accounting, control capacity, loyalty, response to recovery, and perceived justice. Academic contributions - Provides a mapping of the trajectory of the studies carried out. The analysis of the sample makes it possible to indicate that, if, on the one hand, a robust literature was built on the occurrence of service failures (cocitation), the study on post-failure recovery still has gaps (matching). The non-exhaustion of the theme stems from the fact that consumers respond differently to different types of recovery. Practical contributions - This paper gives managers a guide to the main papers on service failure, as well as an alert to consider ongoing efforts to repair unavoidable service failures. [ABSTRACT FROM AUTHOR]