Focusses on cataloging documentation provided by OCLC and providesexamples of exercises for classroom and in‐house training. Provides tipsincluding: how to make a search more…
Abstract
Focusses on cataloging documentation provided by OCLC and provides examples of exercises for classroom and in‐house training. Provides tips including: how to make a search more specific; interpreting search results; describes the authority file; suggests how to recover from errors; and gives basic editing information.
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Dawn Iacobucci, Marcelo L. D. S. Gabriel, Matthew J. Schneider and Kavita Miadaira Hamza
This chapter reviews marketing scholarship on environmental sustainability. The literature covers several themes of both consumer behavior and firm-level topics. Consumer issues…
Abstract
This chapter reviews marketing scholarship on environmental sustainability. The literature covers several themes of both consumer behavior and firm-level topics. Consumer issues include their assessment of efficacy and the extent to which they are aware and sensitive to environmental issues. Numerous interventions and marketing appeals for modifying attitudes and behaviors have been tested and are reported. Consumers and business managers have both been queried regarding attitudes of recycling and waste. Firm-level phenomena are reflected, including how brand managers can signal their green efforts to their customers, whether doing so is beneficial, all in conjunction with macro pressures or constraints from industry or governmental agencies. This chapter closes with a reflection on the research.
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Jarkko Niemi and Ellen Bolman Pullins
This paper aims to explore salesperson–customer interactions to identify actual behaviors that result in enhanced customer disclosure and classify them as disclosure tactics, and…
Abstract
Purpose
This paper aims to explore salesperson–customer interactions to identify actual behaviors that result in enhanced customer disclosure and classify them as disclosure tactics, and to explore whether certain tactics are more likely to lead to salesperson–customer relationship advancement.
Design/methodology/approach
This qualitative research uses conversation analysis to identify salesperson disclosure tactics that result in customer disclosure, using 12 video-recordings of authentic business-to-business initial sales meetings between a salesperson and customer.
Findings
Findings showed four disclosure tactics that salespeople use to get customers to disclose information: embedded expertise claims, tailored references, demonstrations of preparation and customer orientation and benevolence. These tactics appear more often and are executed differently in sales meetings that successfully advance.
Originality/value
The research addresses an unexplored area of specific salesperson behaviors and their connection to customer disclosure and relationship advancement in the exploration phase. Additionally, this fills a gap that cannot be addressed with traditional survey or interview data and brings conversation analysis to this particular area.
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Ellen Schall, Sonia Ospina, Bethany Godsoe and Jennifer Dodge
This chapter explores the potential of appreciative inquiry for doing empirical work on leadership. We use a framework that matches a constructionist theoretical lens, an…
Abstract
This chapter explores the potential of appreciative inquiry for doing empirical work on leadership. We use a framework that matches a constructionist theoretical lens, an appreciative and participative stance, a focus on the work of leadership (as opposed to leaders), and multiple methods of inquiry (narrative, ethnographic and cooperative). We elaborate on our experiences with narrative inquiry, while highlighting the value of doing narrative inquiry in an appreciative manner. Finally, we suggest that this particular framework is helping us see how social change leadership work reframes the value that the larger society attributes to members of vulnerable communities.
Simone Sehnem, Lucila M.S. Campos, Dulcimar José Julkovski and Carla Fabiana Cazella
The purpose of this paper is to analyze circular business models of Brazilian companies.
Abstract
Purpose
The purpose of this paper is to analyze circular business models of Brazilian companies.
Design/methodology/approach
The authors analyzed 105 business models of adopting companies from the perspective of the circularity of resources. These were classified as analytical sector category, business model design aligned with sustainability, sustainable practices adopted, level of maturity of business models and determinants of the circularity of resources.
Findings
The results show that companies belonging to the service sector predominate, which, above all, offer the virtualization of processes, sharing, ecological products, socially responsible and emphasis on recycling. Of these, 92.38 percent were already aligned with the sustainability assumptions, which contribute decisively to the operationalization in a circular perspective. Therefore, the materialization of the circular economy (CE) in Brazil is occurring, although there is potential for a stronger engagement with the determinants of the CE, especially in the perspective of the biological cycle and in the short cycles of technical levels.
Originality/value
In addition, the authors promote advances in the maturity levels of business models to optimize the optimal level, where processes are predictable, critically analyzed and continuously improved.
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This article reports the results of a theoretically‐based, empirical study which incorporates the paradigm of relationship marketing. Using a sample of organizational buyers, this…
Abstract
This article reports the results of a theoretically‐based, empirical study which incorporates the paradigm of relationship marketing. Using a sample of organizational buyers, this study examines the influence of salesperson customer‐oriented behavior on the development of buyer‐seller relationships. Integral to this investigation, a measure of buyer‐seller relationship development is generated and evaluated for its reliability and validity. Findings from this study indicate a strong and significant influence between the customer‐oriented behavior of salespeople and the development of customer relationships. The results of this study and the discussion of the implications begin to provide valuable understanding into the antecedents of relationship development and relationship management. The results of this study and their implications for salespeople, managers, and researchers are discussed along with limitations and recommendations for future research.
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The aims of this article are threefold. First of all, to show the concept of value to customers as a determiner of a company’s competitive advantage. Second, to explain the…
Abstract
Purpose
The aims of this article are threefold. First of all, to show the concept of value to customers as a determiner of a company’s competitive advantage. Second, to explain the changing role of marketing activities toward social responsibility. Third, to assess the influence of social marketing activities on a company’s image and the resulting value to customers.
Design/methodology/approach
By drawing on existing corporate social responsibility (CSR) and marketing literature, the achievements and gaps of socially responsible marketing (SRM) can be demonstrated. In addition, the literature review focuses on showing the relationship between SRM and value to a customer. In order to achieve the purposes of the chapter, an analysis of market research based on secondary data as well as qualitative interviews has been conducted.
Findings
Marketing activities should accomplish both economic and social objectives as well as aim at delivering expected value to customers. Nowadays value comes not only from lower prices or a better product range. According to research, customers are becoming increasingly sensitive to evil and to social injustice, damage to the environment, as well as the increasing level of poverty. This makes companies develop new strategies for creating value for customers. These should come from socially responsible activities the company is undertaking. Thus, companies, which implement a concept of SRM, are more likely to count on increased interest and loyalty from their customers.
Originality/value
This chapter offers a fresh approach to the study of the evolution of marketing toward social responsibility and the impact on the value for customers.
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This article describes what department directors and chiefs of staff reported when asked about the competencies they need to be effective in addressing on-the-job challenges. The…
Abstract
Purpose
This article describes what department directors and chiefs of staff reported when asked about the competencies they need to be effective in addressing on-the-job challenges. The study analyzed the generated data in two different ways to both understand what participants said in their own terms and to determine whether there is a fit between participants’ responses and facilitative leadership theory.
Design/methodology/approach
Twenty-four semi-structured interviews were conducted with five department directors and seven chiefs of staff in a US city that had a mayor-council form of government. Responses were analyzed in two ways. Initially, coding categories were developed inductively in an effort to employ what anthropologists characterize as an emic or insider perspective. Then the data were recoded from an etic perspective using the theory of facilitative leadership as a conceptual framework.
Findings
Although participants identified a wide variety of competencies, all participants emphasized the importance of working collaboratively with others, including the members of their teams, the elected official they worked with (and for) and constituents.
Originality/value
While most studies of facilitative leadership have focused on mayors and city managers, i.e. those at the top of the city administration hierarchy, this study’s focus is on middle managers who are not necessarily thought of as leaders but who must in fact, exercise leadership at least at times. Another relatively unique feature of this paper is its focus on a city that employs a mayor-council form of governance, a type of governance structure that has been underdiscussed in the literature to date.
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Ellen Baker, Melanie Kan and Stephen T.T. Teo
The purpose of this paper is to examine a collaborative non‐profit network which is undergoing organizational change.
Abstract
Purpose
The purpose of this paper is to examine a collaborative non‐profit network which is undergoing organizational change.
Design/methodology/approach
The authors present a case study of an employment‐services network in its first year of change, as the network implemented various activities to enhance its performance. A grounded‐theory approach was adopted to study the organizational and collaborative processes within the member‐site and Head‐Office levels.
Findings
It was found that member‐site leadership was the critical factor influencing site culture and site performance, and that high‐performing sites were initiating collaborative activities with other sites. Head‐Office leadership also influenced site performance and collaboration, but its initiatives were only moderately successful. The findings also indicate that change efforts should focus on leadership at both the site and network levels, and may need to begin with low‐performing sites.
Practical implications
The paper discusses the implications of leadership on the implementation of collaborative networks in the employment services sector.
Originality/value
The qualitative findings of the study add to, and help to explain, earlier research findings on the questions of how public sector organizations utilize various activities to implement collaborative networks and their impact on managerial practice.
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Li-Wei Wu, Ellen Rouyer and Chung-Yu Wang
Co-production is an important process that alters value creation and improves the relationships between service providers and their customers. Such practice allows customers and…
Abstract
Purpose
Co-production is an important process that alters value creation and improves the relationships between service providers and their customers. Such practice allows customers and service employees to access and leverage resources residing in their relationships. Clearly, the marketing-related literature focuses on the bright side of co-production. Nevertheless, the costs and potential negative consequences associated with its dark side must be further investigated. Therefore, this study aims to present a conceptual framework that explores the relationships among co-production, co-production enjoyment, co-production intensity, service effort, and job stress, and their effects on value co-creation, value co-destruction and customer satisfaction.
Design/methodology/approach
This study was conducted on the basis of dyadic data; the process incorporates both the customer and the corresponding service employee into a single unit of analysis. The proposed model was tested by using a structural equation model that involves LISREL analyses.
Findings
The results of this study indicate that co-production influences co-production enjoyment, co-production intensity, service effort, and job stress. Co-production enjoyment and service effort increase value co-creation, whereas co-production intensity and job stress increase value co-destruction. Value co-creation and value co-destruction have different effects on customer satisfaction.
Originality/value
This study addresses the gap in the extant research and contributes to a better understanding of the double-sided effects of co-production by integrating employees and customers into a single dyadic and comprehensive model.