Otavalo Cultural Integrity and the Forces of Globalization :: Outsourcing, Offshoring, Free Trade

Despite common misconception, indigenous peoples the world over are remarkably free from the cultural immobility and permanence suggested of them by foreign travel brochures and â€Å"imperialist nostalgia† (87). The attitudes, perceptions and behaviors of modern Otavalos shift and grow members of the community travel overseas and sell native textiles and music in international markets. Thus, the concept of â€Å"maintaining cultural identity† must reflect the invigorating and active exchange of social, political and economic realities between people. Adaptability is an element of every human culture around the world. Handsome profits roll into Otavalo accounts through their extensive textile industries, a complex international music scene, and annual floods of tourists for the Otavalo Saturday market. Our politically â€Å"potent tropes† of progressive/backward societies, and modern/primitive cultures are frustrated by the reality of Otavalo wealth. Yet these indigenous Ecuadorian people are no less culturally â€Å"authentic† for their organized adaptability than any other affinity of people (96). Indeed, when indigenous societies do not meet the flowery, exotic ideal of a â€Å"forgotten paradise† exhibiting a quality of â€Å"timelessness,† â€Å"foreigners often react with outrage† (87). Yet from the Inuit of Nunavut, to the Himba of Namibia to the Hawai’ians of Hawai’i, no culture is an object ready for the taking. Culture cannot be â€Å"lost like car keys† (97). Change, however, is not without cost and the question of agency. The consequences of forced cultural subordinance, as demonstrated in by colonial era, are destructive, alienating, and endlessly residual. Cultural sovereignty and political autonomy must be vigorously defended for every people: the right to collectively determine the future of one’s own people is intrinsic to maintaining a cultural identity. Ironically, it is via interaction between people and places that we learn to fully define ourselves by our own culture among the many cultures on this Earth. Only through cultural opposition can we human beings determine who we are and the relevance of our own way of living. In the late 1980s, local civil registrars allowed Otavalo parents to officially enroll their newborns given Quichua, rather than Spanish, names. This liberating gesture of cultural sovereignty revived common names of the indigena and permitted the Otavalo to powerfully reject the mestizaje in an explicit statement of faith in their own identity (234). In another, more complex, affirmation of autonomy, Otavalos maintain â€Å"a chameleonlike ability to meet audience expectations while still identifying as Otavalos† in selling their goods and exotic appeal on the global capitalist market (170).

Joining the Navy Essay

It was a rainy, humid morning on Wednesday, October 8, 2008, a day I could never forget. I turned over calmly and realized it was 4:30am, time to get out of bed. It was the big day. All these thoughts were racing through my head. â€Å"What am I doing? Am I sure this is right for me? Will I succeed in this? † I was timid, excited, and fluttered all at the same time. It was the day I’d no longer be a civilian. Eight weeks from that day I’d be calling myself a United States Navvy Sailor. As I woke up and started to get ready, I could feel goose bumps Jitter up my spine. What occupied my mind was the thought of leaving my family. I was the last child still living at home. My brother’s were already gone. Would my parents be able to cope? I know my dogs would miss me terribly. It was time to depart to the recruiting office. From there, NCI Valencia had to drive me to the Military Entrance Processing Station. That day felt like a surreal blur. NCI Valencia would give me advice with a big grin on his face, and I would hear him, but not listen. My nerves were overpowering my body and I couldn’t manage them. I then pent the whole day in a building completing all these exams to make sure I was hearty and robust to leave. That day was the longest day of my life. Looking around, I felt at ease. All the other recruits were giving out the same body language I was giving. We were all feeling the same feelings and thinking the same thoughts. I wasn’t alone. It was time for the Oath of Enlistment Ceremony. A few men in sailor uniforms brought all the recruits into a room with a variety of flags. My family was the only family that attended to take pictures of the big event. I then elevated my right hand, hile standing in the position of attention, and reiterated after Chief, â€Å"l, Amanda Lazcos, do solemnly swear (or affirm) that I will support and defend the Constitution of the United States of America and†¦ † Using my peripheral vision, I noticed my mother crying. Keeping my emotions intact was extremely arduous. Think about this: I was embarking on a new Journey and leaving the two most important people in my life at the age of 19. This was the first time I would be away from my parents for a long period of time. It was a life-defining moment. The event had come to a close. It was now time to say my farewells. At this point, it was nearly impossible to even glance at my family. Looking at them would make me realize how much they mean to me. I tried to make it quick and simple so I wouldn’t shed a flood of tears. The last scent I reminisced on my mother was her Sunflowers perfume. She adored (and still does) that perfume. My father had this truly glorious look in his eyes. I knew he was so delighted to see me doing something positive towards my future. At the same time, I knew he was going to miss me a lot. In an instant, I was on the bus, and off to the airport along with 37 other recruits.

Avoiding Plagiarism

What is plagiarism? It seems like everyone knows it, but not everyone tries to avoid it. Practically plagiarism is cheating. We can also consider it to be stealing because when we plagiarize the paper, we use someone elses ideas or thoughts and write them down as our own. As a result we steal these ideas and thoughts from the original author. That is why it is very important to avoid plagiarism while writing a term paper. If someone will find out that paper is plagiarized, you will get in trouble. It is very easy to avoid plagiarism in the writing; you just need to know few basic concepts. First of all, it is important to remember that you need to cite all the information that you searched or founded in the book, newspaper article, Web-source or in any other source. The information may include citations, statistics, diagrams, and some facts. Another thing that you need to remember is to cite used sources correctly. It happens a lot that person gets accused of plagiarism, because he/she didnt cite the paper correctly. In order to avoid such situations you need to remember basic citation rules and few citation styles, like MLA, APA etc. It is not very difficult, because basic rules of citation styles are available in students handbooks, in books and on Internet. When you quote someones words, put phrases like: according to, or Jones says, at the beginning of the sentence. In this way you will make it clear that following words belong to the person that you refer to. At the end of the quote dont forget to put parenthetical citation of the source where you took this quote from. It is also important to remember that the quote which you insert in the text should be put in the citation marks. A lot of people consider that the paraphrased information they took from another source is not considered to be plagiarism. But this opinion is a big mistake which can cause problems. When you paraphrase someone elses words, you do not use your own ides, you still use the information that was already given to you. That is why paraphrasing is also considered to be a plagiarism. In order to avoid it, put a parenthetical citation for the information that you paraphrased. Make sure that you put citation reference at the very end of the phrase you used, because after you paraphrased the quote you may forget where it ends. Paraphrased information after the reference will be considered plagiarism. If you write a big paragraph which contains few quotes from the same source cite each quote separately, dont just put one reference at the end of the paragraph. After you will cite all the sources in the text of your paper, list these references at the end of the paper on the reference page. Usually sources on the reference page are listed in alphabetical order. Reference page should be formed according to the requirements of the particular citation style that you use. If you want to avoid plagiarism while writing your paper, make sure to follow all of the basic rules and concepts of referencing which were given above. This is the way for you to protect yourself from unnecessary problems and stress.

Comparison between The Yellow Wallpaper and A Rose for Emily

Barbara Angelis stated â€Å"Women need real moments of solitude and self-reflection to balance out how much of ourselves we give away† (Angelis, BrainyQuote). This statement reflects the theme of isolation and how one can truly understand themselves through self-reflection and time spent in loneliness. In the short stories, â€Å"The Yellow Wallpaper† by Charlotte Perkins Gilman and â€Å"A Rose for Emily† by William Faulkner, both female protagonists, experience a time of seclusion leading to self- realization. Hence, both of these pieces of literature illustrate the troubles of women in a male-dominated society. As a result, both characters experience oppression by overbearing male influences and are physically and emotionally†¦show more content†¦Thus, he treats her like a child and â€Å"laughs at [her]†¦ † and calls her a â€Å"‘...little girl’† (Gilman 90, 94). For these two female characters in à ¢â‚¬Å"A Rose for Emily† and â€Å"The Yellow Wallpaper†, their struggles are a direct result of male dominance, and their coping mechanism escorts them away from the world that devalues them. Their escape from the current world is directly from their feelings of repression which leads to them to be physically isolated. In â€Å"A Rose for Emily†, Emily spent all her time shut inside her house, which is symbol of her downgrading physical condition. Other than her changing appearance, the townspeople’s attitude also alters after her father’s death and they treat her as a tradition, a duty and a care; a sort of hereditary obligation upon the town (Faulkner, 139). Besides her father’s disapproving outlook of Emily’s marriage, the community also disagree with the idea of Emily having someone new in her life. They describe her relationship with Homer as â€Å"a disgrace to the town and a bad example to the young people† (144). Her aby smal relationship with the community, her father and Homer limits her growth as a person and prevents her from future interactions with the people around her. Correspondingly, the narrator from â€Å"The Yellow Wallpaper† is confined in a room in an isolated country estate. Additionally, she is forbidden to engage in a normal conversation and her physical isolation is partially designed to remove her from the possibilityShow MoreRelatedIsolation in â€Å"a Rose for Emily† and â€Å"the Yellow Wallpaper†1222 Words   |  5 Pagesâ€Å"A Rose for Emily† by William Faulkner and â€Å"The Yellow Wallpaper† by Charlotte Perkins Gilman are two well written short stories that entail both similarities and differences. Both short stories were written in the late 1800’s early 1900’s and depict the era when women were viewed less important than men. The protagonist in each story is a woman, who is confined in solitary due to the men in their lives. The narrator in â€Å"A Rose for Emily† is the mutual voice of the townspeople of Jefferson, whileRead MoreComparison and Contrast of the Yellow Wallpaper and the Rose for Emily1078 Words   |  5 PagesParis Claypool Eng 120 Essay 1 06/12/2010 A Rose for Emily and The Yellow Wallpaper â€Å"A Rose for Emily’’ By William Faulkner and â€Å"The Yellow Wallpaper by Charlotte Perkins Gilman,† are two short stories that both incorporate qualities of similarities and difference. Both of the short stories are about how and why these women changed for lunacy. These women are forced into solitude because of the fact that they are women. Emily’s fatherRead MoreThe Yellow Wallpaper, And William Faulkner s A Rose For Emily1340 Words   |  6 Pagesinternal struggle women goes through are Charlotte Perkins Gilman’s â€Å"The Yellow Wallpaper,† and William Faulkner’s â€Å"A Rose for Emily.† The two protagonist from these short stories, the unnamed narrator and Emily, display symptoms of â€Å"hysteria† because they experience conflicts between their individual desires and social influences that either repress their feelings or displace their feelings. The unnamed narrator in â€Å"The Yellow Wallpaper† symbolizes the majority of women by showing what they endured inRead MoreA Rose For Emily By William Faulkner And The Yellowpaper By Charlotte Perkins Gilman1945 Words   |  8 Pages losing their sanity. An example in literature that displays this type of structure of society where women can become victims of patriarchal conditions takes place in the short stories â€Å"A Rose for Emily† by William Faulkner and â€Å"The Yellowpaper† by Charlotte Perkins Gilman. Both women, the main character Emily Grierson from Faulkner’s story and the narrator from Gilman’s story, though they have different circumstances, are similar in a unique way as they are both held back by the male figures inRead MoreANALIZ TEXT INTERPRETATION AND ANALYSIS28843 Words   |  116 Pagesresolved is one within the protagonist’s psyche or personality. External conflict may reflect a basic opposition between man and na ture (such as in Jack London’s famous short story â€Å"To Build a Fire† or Ernest Hemingway’s â€Å"The Old Man and the Sea†) or between man and society (as in Richard Wright’s â€Å"The Man Who Was Almost a Man†). It may also take the form of an opposition between man and man (between the protagonist and a human adversary, the antagonist), as, for example, in most detective fiction. Internal

Law Enforcement Should Deter Racial Injustice - 1341 Words

Communities of color are portrayed as drug handlers when in actuality there is an estimate of about 80 million Caucasian drug users compared to 15 million African American users according to the Substance of Abuse and Mental Health Services Administration (Fellner 3). Although opposing arguments would argue that the white population is six times greater than the black population, the absolute number of white drug offenders is far greater than that of black drug offenders (Fellner 6). But, with racial dynamics and social media’s part in shaping of what a drug offender would appear like, most would not picture a white middle-class man snorting cocaine. Because of this, â€Å"race has been and remains inextricably involved in drug law†¦show more content†¦The centerpiece of this public relations campaign was a new rhetorical strategy that sought to demonize drugs and ostracize drug users. Presidents Bush and Clinton continued the Reagan administration s anti-drug polici es. President Bush established a national office of drug policy, appointed a drug czar, increased anti-drug spending and intensified drug law enforcement efforts (Beckett 9). President Clinton, for his part, increased the anti-drug budget by twenty-five percent, proposed expanded drug testing rules and intensified efforts toward drug interdiction and prosecution (McCabe 4). No matter who has occupied the executive branch, the United States has pursued the same overall policies throughout the drug war. Anti-drug policies can be separated into two general camps, supply-reduction and demand-reduction’ (McCabe 5). Supply-reduction strategies seek to reduce the availability of drugs by limiting access to drug sources and increasing the risks of drug possession and distribution. Demand-reduction strategies, on the other hand, seek to reduce demand for illegal drugs through drug use prevention and treatment. The rhetoric of war helped shape the strategies that were used to combat the perceived drug threat. The Reagan administration embraced a supply-reduction strategy focusing on interdiction, seizure and criminal prosecution, rather

Demography and Bioethics Free Essays

Demography is the statistical study of human populations. It can be a very general science that can be applied to any kind of dynamic human population, that is, one that changes over time or space. Populations can change through three processes: fertility, mortality, and migration. We will write a custom essay sample on Demography and Bioethics or any similar topic only for you Order Now Fertility involves the number of children that women have and is to be contrasted with fecundity Bioethics is the study of moral issues in fields of medical treatment and research, brought about by advances in biology and medicine. Bioethicists are concerned with the ethical questions that arise in the relationships among life sciences, biotechnology, medicine, politics, law, and philosophy. Overpopulation is too many people in one space, is a condition where an organism’s numbers exceed the carrying capacity of its habitat. Once we recognize the fact that overpopulation is a problem and that increasing standards of living around the world will add to our resource-use and pollution-management challenges, it’s tempting to start thinking that disease, poverty, and premature death are unfortunate but necessary. We must resist any such temptation and work toward better solutions. We should: * continue to strive to reduce suffering by combating disease and poverty around the world; * continue to improve resource efficiency and pollution control so that standards of living can rise without negative impact; and * Keep human population to numbers that are sustainable. On the population front, that means: * making sure people around the world have access to family planning services; * empowering women in developing countries economically, socially, and legally in a manner that results in them having an equal say (with their husbands) in reproductive decisions; * modifying school curricula to include information on population levels and implications for the future; * Reforming tax laws in a way that encourages couples to have no more than two children. (They would still be able to have as many kids as they want, but the tax code would no longer subsidize more than two.) People are a good thing, but population growth without limit is not. The US and all developed countries should reinvigorate their international efforts to slow population growth. The future of the world depends on it! How to cite Demography and Bioethics, Essay examples

Customer Relationship of E-Commerce Companies-Samples for Students

Question: Discuss about the Customer Relationship Management Strategy of E-Commerce Companies. Answer: Introduction The Amazon Company is one of the largest and the first e-commerce company in the world with its base in Seattle. The company started to market the products through the internet in the year 1995 and was one of the biggest companies at that point of time. The company also has subsidiaries, which are Alexa Internet and IMDB. The company also offers various types of new, used and refurbished products (Amazon.com, 2017). The company is famous for its bookstores, as it provides various kinds of book items, which caters to the different kinds of customers on a global basis. The company employs more than 1600 people, which helps in satisfying the customers globally. The primary mission of the company is to orient themselves for the customers so that they can provide them maximum satisfaction by providing the products. The company has a high level of customer loyalty, which can be measured through the various factors such as hesitation of the customers in changing the company and the prompt action of the customers to purchase the products from their portal (Kantor and Stritfeld 2015). Customer Relationship The combination of the hardware and software along with the commitment in improving the services for the customers so that they can be retained within the company. This process is known as Customer Relationship Management (CRM). This process helps in managing the relationship between the company and the customers so that the mutual exchange of the products and services will help in maximizing the profits of the company (Hollensen 2015). The buildup of strong relationships with the customers helps the companies to be successful, as it helps them in providing the goods and services according to the tastes and preferences of the customers. The building of relationships with the customers is important for the company, as it helps them in determining the prices and the quality of the products and services (Khodakarami and Chan 2014). Objective of the project The objective of the project would be to analyze the various strategies that have been adopted by the e-commerce giant, Amazon, which has helped them in maintaining the relationship with its customers. These strategies have helped them in growing as an international brand and will be compared with another company, Alibaba, which has failed to adopt these strategies. Scope of the project The study will help in gaining a better insight about the strategies that needs to be adopted by the e-commerce companies so that they can maintain an effective relationship with the customers. Literature review Relationship marketing According to Choudhury and Harrigan (2014), this type of marketing helps the companies in maintaining a better relationship with the customers so that the organizations can have a better understanding of the needs and preferences of the customers. The companies need to maintain a long-term relationship with the customers, which need to be based on better quality of the products and the innovation that is taking place on a constant manner. The relationship marketing plays an important role for the companies so that they can be focused and offers best quality products and services to the customers. Setting a destination Amazon is known to set its goals and objectives in a better manner so that they can maintain the relationship with the customers in an efficient manner. Amazon, on the first place uses Customer Relationship Management in identifying the short-term objectives so that the long-term goals of the company can be met. The company simplifies the goals so that they can be achieved in an efficient manner and even keeping place for flexibility (Navimipour and Soltani 2016). Alibaba, on the other hand does not break down the objectives in a simple way, which can be achievable within a short span of time. The complexity of the objectives that are being set within the organization has made it impossible for the company to reach out to its customers in a proper manner. Customer Priority It is necessary for all companies to treat their customers in an equal manner. Amazon is successful due to the fact that they treat their customers equally. This has led to the belief that the customers never change their platforms that have been benefitted by this company. The company makes it a point to provide the customers with the products that they have ordered along with the option of exchanging it if they do not like the product. The customers can exchange the product within the stipulated time in a hassle-free manner, which has helped the company in earning goodwill in the competitive market (Tseng and Wu 2014). These things need to be kept in mind by the Alibaba group as well if they want to manage the customers in a better manner. The company has a provision of exchanging the products, if the customers do not like them but the process is long, as they do not have enough labor in carrying out the processes. The exchange policy that the company offers is within a fixed number of days and the process is long. This has led to the customers in shifting their platforms, as they have lost their faith in the company (Holal et al. 2014). Communication with employees According to Stein, Smith and Lancioni (2013), the Amazon company tries to maintain healthy relationship with its employees so that their morale can be boosted up, which will help in serving the customers in an efficient manner. The employees will be the persons who will meet with the customers while delivering or exchanging the products. The company needs to communicate with the employees so that they can provide the feedbacks of the customers to the company directly in a proper manner. This will help the company in serving the customers in a better manner. The employees of the company are also given the freedom to formulate new policies that may help in increasing the profitability of the firm. The authors Goetsch and Davis (2014) stated that the communication pattern in Alibaba group is hierarchical in nature. The upper management makes all the decisions that need to be followed by the employees, which causes problems within the organization. The feedbacks that are provided by the employees are not taken in to account by the company, which has created a negative impact within the company. Changes in the system According to Wijenayaka, Perera and Sanjeewa (2015), Amazon is always on the lookout in trying to innovate their systems on a constant manner so that they can deliver ultimate satisfaction to the customers. This helps them in adapting to the changes and follows the latest trends that will help the company in maximizing its profits and satisfy the consumers. If any new changes are bought within the organization, the management sees that the changes affect the company in a positive manner so that the employees can manage the systems in an efficient way. The other company that is Alibaba follows a traditional approach and does not implement the new technologies that will help them in managing the work in an organized manner. This has led to chaos within the organization, as the employees are unaware of the new changes that may help them in serving the company in an efficient manner and provide valuable feedbacks to the management that they will receive from the customers. Linking with CRM According to Armstrong et al. (2014), the primary motto of Amazon is to satisfy the customers by giving them the maximum satisfaction when they purchase the products or services that are being offered by the company. the company makes it a point to inform their stakeholders whenever there is a new change that has been adopted within the organization. This helps them in maintaining a relationship that is free flowing with the customers. The appointments with the clients are done by setting reminders so that the company can spend time with them and receive feedbacks, which will help them in changing the policies so that it can operate in a better way. Alibaba, on the other hand focuses mainly on increasing its profits by selling more number of products. This has left no growth strategies with respect to adopting new changes within their system. The employees are not motivated in providing better feedbacks to the company regarding the complaints of the customers so that they can be served in a better way. The necessary information about the products are not communicated properly to the stakeholders, which has resulted in a lack of interest from their perspective. Tracking the customers According to Wynn et al. (2016), to maintain a healthy customer relationship, Amazon tries to keep a track of the customers when they shop from their company for the first time. The customers receive various types of information on their phones and mails, which helps them in receiving updates on a constant manner. This helps the consumers in getting the valuable information regarding the offers and discounts that are given by the company. The customers are also able to provide valuable feedbacks to the company through phones and via emails. Alibaba, on the other hand tries to help its customers by providing information to the customers after they have shopped from them for the first time but the information that the company provides to them is vague in nature. The customers have pointed out that there are hidden costs in it, which they have to bear after the purchase has been done. This has led to the trust issue of the customers with the company and most of them are shifting their platforms to other online shopping portals (Lal and Bharadwaj 2015). Improving after evaluating Payne and Frow (2013) stated that Amazon tries to improve its relation with the customers after evaluating the methods, which would help in serving the customers in a better way. This helps the company to change its goals and objectives from time to time, as it tries to deliver the best services to the customers. This helps the company in identifying its weaknesses that may cause hindrances in building better relationship with the customers. The other company that is Alibaba does not use the process of evaluating their methods, as the primary aim of the company is to gain profits, which will help them to grow in numbers. This has caused problems within the internal structure of the organization, which has led to a conflict among the employees. The scope of improvement within the company is less, which is why the employees are opting out of the organization. Recommendations It is seen that the Amazon Company is serving in a proper manner and is maintaining the responsibilities with respect to the relationships with the customers. The feedbacks of the customers are taken in to account by the company, which has helped them in improving their services. The adoption of new strategies by the company will help the company in performing better within the competitive market so that they can have a competitive advantage over the rival firms such as eBay. The company needs to use an updated method so that they can track their customers after they place the first order. This will help the company in following the purchasing patterns of the customers, which in turn will help the company by providing them with the choice of goods and items that the customers may be interested in buying. Conclusion Therefore, it can be concluded that the Alibaba group needs to use better methods in tackling the customers so that it can help in building relationship with them. Amazon on the other hand, has used these techniques in a skillful manner, which has helped them in maintaining relationships with the customers. The use of the modern methods and applications has been beneficial for the company in gaining a better understanding of the relationship process that can exist with the customers. Reference List Amazon.com. 2017.Amazon.com: Online Shopping for Electronics, Apparel, Computers, Books, DVDs more. [online] Available at: https://www.amazon.com/ [Accessed 16 Aug. 2017]. Armstrong, G., Adam, S., Denize, S. and Kotler, P., 2014.Principles of marketing. Pearson Australia. Choudhury, M.M. and Harrigan, P., 2014. CRM to social CRM: the integration of new technologies into customer relationship management.Journal of Strategic Marketing,22(2), pp.149-176. Goetsch, D.L. and Davis, S.B., 2014.Quality management for organizational excellence. Upper Saddle River, NJ: pearson. Holal, S.K., Choudhuri, C., Kamath, A.N. and Sahu, M.K., Talisma Corporation Private Ltd., 2014.Unified view of short message service (SMS) interaction history with other channel messages based on case identifier in a customer relationship management (CRM) application. U.S. Patent 8,660,590. Hollensen, S., 2015.Marketing management: A relationship approach. Pearson Education. Kantor, J. and Streitfeld, D., 2015. Inside Amazon: Wrestling big ideas in a bruising workplace.New York Times,15, pp.74-80. Khodakarami, F. and Chan, Y.E., 2014. Exploring the role of customer relationship management (CRM) systems in customer knowledge creation.Information Management,51(1), pp.27-42. Lal, P. and Bharadwaj, S.S., 2015. Assessing the performance of cloud-based customer relationship management systems.Skyline Business Journal,11(1), pp.89-101. Mohammed, A.A., Rashid, B.B. and Tahir, S.B., 2014. Customer relationship management (CRM) Technology and organization performance: is marketing capability a missing link? an empirical study in the malaysian hotel industry.Asian Social Science,10(9), p.197. Navimipour, N.J. and Soltani, Z., 2016. The impact of cost, technology acceptance and employees' satisfaction on the effectiveness of the electronic customer relationship management systems.Computers in Human Behavior,55, pp.1052-1066. Payne, A. and Frow, P., 2013.Strategic customer management: Integrating relationship marketing and CRM. Cambridge University Press. Stein, A.D., Smith, M.F. and Lancioni, R.A., 2013. The development and diffusion of customer relationship management (CRM) intelligence in business-to-business environments.Industrial Marketing Management,42(6), pp.855-861. Tseng, S.M. and Wu, P.H., 2014. The impact of customer knowledge and customer relationship management on service quality.International journal of quality and service sciences,6(1), pp.77-96. Wijenayaka, H.M.D.S., Perera, D.A.M. and Sanjeewa, W.S., 2015. Assessing Customer Relationship Management Strategies for Creating Customer Loyalty in Insurance Industry.Management, Social Sciences and Humanities, p.204. Wynn, M., Turner, P., Banik, A. and Duckworth, G., 2016. The impact of customer relationship management systems in small business enterprises.Strategic Change,25(6), pp.659-674.