Jesper Falkheimer, Mats Heide, Charlotte Simonsson and Rickard Andersson
This study aims, first, to explore and analyze if and how organizational members’ professions or occupations influence perceptions of internal crisis communication. The second…
Abstract
Purpose
This study aims, first, to explore and analyze if and how organizational members’ professions or occupations influence perceptions of internal crisis communication. The second, related, aim is to discuss the role of internal communication in creating a strong organizational identity during a prolonged crisis such as the Covid-19 pandemic.
Design/methodology/approach
This study is mainly conceptual but uses quantitative data from a survey conducted in a health-care organization in late 2020 to illustrate the theoretical reasoning.
Findings
The results show that the administrative groups perceive factors in the internal crisis communication more favorably than the professional groups. The study suggests that organizational members perceive internal crisis communication differently depending on which intra-organizational group they belong to. This further points to the absence of a “rally-around-the-flag” effect and highlights the importance of working proactively with professionals and in internal crisis communication.
Originality/value
This study highlights the role of professionals in crisis communication, which is an aspect that so far has been ignored. The internal professionalization processes and an intriguing power struggle between professions have obvious consequences for crisis communication. As shown in the overview of earlier research on internal communication, leadership and professional organizations, the prerequisites for creating an increased organizational unity among coworkers are challenging. The idea that a crisis may, as in certain political situations in society, create a “rally-around-the-flag” effect is still relevant, even if the case study is an example of how this did not happen.
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Rickard Andersson, Mats Heide and Charlotte Simonsson
This article aims to (1) increase the knowledge of how coworkers experience voicing the organization on external social media and (2) deepen and nuance the knowledge of the…
Abstract
Purpose
This article aims to (1) increase the knowledge of how coworkers experience voicing the organization on external social media and (2) deepen and nuance the knowledge of the sources of voice control involved in such communication processes. The study helps understand coworker voicing on social media as situated identity expressions through which coworkers negotiate and contest the organizational identity, thereby co-constituting a polyphonic organization.
Design/methodology/approach
The study draws upon a constitutive perspective on communication and a communication-centered perspective on identity and organizational identification to investigate the voicing of organizational members of the Swedish Police Force on social media. The article is based on a qualitative study where interviews with police officers and communication professionals at the Swedish Police Authority constitute the main empirical material. A content analysis of selected social media accounts provided important background information to the interviews and enriched the understanding of coworker voice.
Findings
This analysis shows that coworkers voice the organization differently. Furthermore, the study of how coworkers experience this voicing indicates that these variations in how coworkers voice the organization depend on how strongly they identify or disidentify with organizational identity and image expressions voiced by significant others. Based on the analysis, this study presents four voice positions highlighting coworkers' varying degrees of identification/disidentification when voicing their organization on social media and reflecting upon their experiences of voicing. Furthermore, the analysis also demonstrates four sources of voice control: (1) management, (2) colleagues, (3) significant non-members and (4) the status and position of the coworker's voice. These four sources of voice control influence coworkers' voices on social media.
Practical implications
This study also contributes with practical implications, for example that the traditional idea of monophonic organizations must be revised and also embrace a polyphonic, bottom-up approach to strengthening internal trust and organizational identity. This comes naturally with the price of less control and predictability by management but with the benefits of increased coworker engagement and pride.
Originality/value
This study contributes new knowledge and a nuanced understanding of coworker voice on social media and the sources of control that influence coworkers' voices.
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Elyria Angela Kemp, Kim Williams, Dong-Jun Min and Han Chen
The purpose of this paper is to examine the psychological influence that the presence of music has on consumers’ evaluations of the service environment. Specifically, it…
Abstract
Purpose
The purpose of this paper is to examine the psychological influence that the presence of music has on consumers’ evaluations of the service environment. Specifically, it investigates how emotion regulation processes and the impact of emotions/mood are linked to consumers’ evaluation of service and product quality.
Design/methodology/approach
An exploratory study was conducted using industry professionals in order to garner insight about the value of music and its benefits in the service environment. A field experiment was then conducted to test hypotheses.
Findings
Industry professionals offer implicit theories about the value of music. Specifically, they propose that music can be used to help customers regulate emotions and improve mood, enhance the customer experience and help in attracting new consumer segments. Results from the field experiment found that those exposed to music were likely to improve mood, express more favorable evaluations of the service and product quality of the establishment, as well as exhibit stronger intentions to continue to patronize the establishment.
Practical implications
Using live music in the service environment can be beneficial to organizations by improving customers’ emotional/psychological status as well as their evaluation of the consumption experience.
Originality/value
This research contributes to the existing literature by demonstrating how emotion regulation processes and the impact of emotions/mood are linked to consumers’ evaluation of service and product quality. Also, support for mood congruency judgment is found. Participants in the field study who had been exposed to music indicated that they made efforts to improve their mood and subsequently had more favorable judgments of service and product quality.
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Rickard Engström and Inga-Lill Söderberg
The purpose of this paper is to explore the relationship between formal ethics and ethics in practice in the empirical context of real estate agents (REAs) working in the…
Abstract
Purpose
The purpose of this paper is to explore the relationship between formal ethics and ethics in practice in the empirical context of real estate agents (REAs) working in the residential housing market, including owner-occupied houses and owner-occupied apartments, in Sweden. The paper investigates problems with the Swedish middleman model of real estate agency with regard to the acceptance among REAs of borderline professional behavior.
Design/methodology/approach
We report on a survey distributed to all Swedish licensed residential REAs to investigate their attitudes towards eight scenarios displaying borderline ethical behavior. Firstly, the means of each scenario were calculated, investigating signs of distance between formal ethics and ethics in practice. Secondly, logistic regressions were run for each scenario separately, thereby investigating factors affecting misconduct among REAs.
Findings
The empirical results show a clear difference between formal ethics and ethics in practice and also illustrate that some scenarios of borderline ethical behavior are creating greater problems for the REAs.
Practical implications
In Sweden, the seller is the principal, assigning the REA to sell a house or apartment, but the regulation is clear on the role of the licensed REA as responsible for promoting an informed and fair sales process where the buyer is safe to act without their own representative. Our study contributes with information to policymakers on possible areas for the development of the middleman model.
Originality/value
The paper is the first to empirically investigate the middleman model of a Swedish real estate agency in relation to the business ethics of the agents. The use of scenarios in close relation to the everyday working context of REAs as tests of ethics of practice is also of original methodological value to investigate possible diversions of professionals from national regulations.
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Lazare Nzeyimana, Åsa Danielsson, Veronica Brodén-Gyberg and Lotta Andersson
This paper analyses Rwandan farmers’ perceptions of historical drivers of landscape vulnerability (past), current livelihood assets (present) and existing or potential capacities…
Abstract
Purpose
This paper analyses Rwandan farmers’ perceptions of historical drivers of landscape vulnerability (past), current livelihood assets (present) and existing or potential capacities (future) to increase resilience to drought. The specific focus is on linking experiences from the past and present with ideas for a drought-resilient future. It explores how farmers' perceptions of past droughts and future visioning can contribute to rural development policy and multi-level collaborations.
Design/methodology/approach
This study was conducted in Bugesera, a drought-prone district in south-eastern Rwanda. Empirical data was collected through participatory observation, semi-structured interviews and focus groups. The analytical points of departure are based on sustainable landscapes and livelihood approaches, combining spatial and temporal perspectives on challenges and opportunities identified by farmers’ communities in addressing droughts.
Findings
All respondents had a high awareness of the impact of droughts. Perceived drivers of landscape change include historical climate events, such as droughts and floods, immigration and agricultural expansion, which have led to demographic pressure on land, deforestation and infringement on natural resources. Factors enhancing resilience capacities include access to diversified sources of livelihood, knowledge of appropriate irrigation techniques and availability of safety nets and credits. Furthermore, farmers identified collaborative opportunities as important for resilience capacity, including peer learning, and sharing best practices through knowledge exchange and on-field training. In addition, farmers brought up the need for innovative institutions that can facilitate access to markets and enable collaboration between different agricultural sectors.
Originality/value
This study analyses farmers’ perceptions of resilience capacities to droughts through a spatiotemporal lens of past droughts, present capital and future challenges by linking scales, knowledge and human–environment nexus. This paper contributes to the knowledge of climate adaptation in Rwanda and to discussions about smallholder farming in the literature on climate change adaptation.
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Bo Bergman, Bengt Klefsjö and Lars Sörqvist
The aim of this paper is to investigate the development of the quality movement in Sweden since the mid-20th century. The authors are convinced that a summary of the Swedish…
Abstract
Purpose
The aim of this paper is to investigate the development of the quality movement in Sweden since the mid-20th century. The authors are convinced that a summary of the Swedish quality journey so far will offer important lessons for further quality improvements in Sweden and elsewhere.
Design/methodology/approach
The authors study how the quality movement has been included in the industrial agenda and how it has been adopted in student curricula and in research. The authors have a focus on how business leaders have learnt, adopted, adapted and innovated with respect to quality development. often in collaboration with academia.
Findings
Although the quality movement has fit well with the Swedish culture and that successful corporate leaders have successfully used the specific cultural characteristics there is still a lot to be learnt with respect to the public sector, where the ideas from the quality movement have problem to overcome institutional barriers.
Research limitations/implications
The study is limited to the Swedish context.
Practical implications
There is a serious need to revitalize the public sector by getting leaders and politicians to understand the need for systematic quality improvement.
Social implications
If future Swedish achievements with respect to healthcare and other social welfare elements are to once again become world-class, the public sector needs to be open-minded and collaborate with the industrial sector and academia to find cost-effective strategies for making quality improvements. However, the private sector must also be alert not to be overtaken by some highly active Asian countries.
Originality/value
Swedish large companies have been very successful in applying quality leadership – however, in the public sector, this has not been the case. Suggestions for improvement are made.