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Article
Publication date: 29 May 2024

Mojca Indihar Štemberger, Vesna Bosilj Vuksic, Frank Morelli and Jurij Jaklič

Although improving customer experience (CX) has always been one of the top priorities of business process management (BPM), the evidence on the actual contribution made by…

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Abstract

Purpose

Although improving customer experience (CX) has always been one of the top priorities of business process management (BPM), the evidence on the actual contribution made by traditional BPM to improving CX and customer experience management (CXM) is mixed. Recently, new and enhanced capability areas have been added to the traditional BPM frameworks, yet it is unclear which of them contribute to CXM. Moreover, it is not known which of them are necessary and which are sufficient conditions. The aim of this research is to shed light on the research gap concerning which BPM capabilities, especially new and enhanced ones, are relevant to CXM.

Design/methodology/approach

Quantitative data from 268 medium and large companies in 3 EU countries were analysed using hierarchical linear regression analysis and necessary condition analysis.

Findings

The results show that traditional BPM capabilities are a necessary condition for CXM, but with minor significance. Most highly significant necessary conditions and also most highly or medium significant sufficient conditions belong to the People or Culture area. Agile Process Improvement is the only new or enhanced BPM capability area in the Methods/IT area that is a necessary and also a sufficient condition for CXM maturity. Advanced Process Digitalisation was identified as neither a significant necessary nor a sufficient condition for CXM.

Originality/value

This research contributes to better understanding of the role played by BPM for CXM, where previous research provides mixed results.

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Article
Publication date: 28 October 2013

Anne Lise Bjørnstad and Frederick M.J. Lichacz

The purpose of this paper is to focus on organizational flexibility and explore its antecedents, organizational structure, and processes, as proposed by network organization…

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Abstract

Purpose

The purpose of this paper is to focus on organizational flexibility and explore its antecedents, organizational structure, and processes, as proposed by network organization theories. The study also explores the possible moderating effects of power distance (Pd) and cultural diversity.

Design/methodology/approach

Using self-report data from three different multinational military exercises and one laboratory experiment, the paper explored the relationships between perceptions of flat organizational structure, decentralized processes, and flexibility. The data from each of these studies were analyzed both separately and together.

Findings

The analyses revealed that decentralization had the most consistent relationship to organizational flexibility across each of the four studies. Moreover, when the data were analyzed conjunctively, significant positive relationships between decentralization and flexibility and between flat structure and flexibility were observed. No moderating effects of Pd or cultural diversity were found.

Practical implications

The results suggest that decentralizing processes and creating flatter hierarchies may contribute to achieving higher levels of organizational flexibility in military organizations.

Originality/value

The paper contributes to empirical support for the central theoretical propositions of network organizational literature, including moderating factors that are essential in multinational organizational contexts.

Details

Leadership & Organization Development Journal, vol. 34 no. 8
Type: Research Article
ISSN: 0143-7739

Keywords

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Book part
Publication date: 4 October 2018

Lucrezia Songini, Chiara Morelli and Paola Vola

Notwithstanding the relevance of managerial control systems (MCS) in any organization, as well the distinctive role they can play in family business, due to its specific features…

Abstract

Notwithstanding the relevance of managerial control systems (MCS) in any organization, as well the distinctive role they can play in family business, due to its specific features, the literature rarely dealt with the role and characteristics of MCS in family business. Taking into account previous contributions from different disciplines (organization, management accounting, and family business), the current work aims to better understand the state of the art about research in the field of MCS in family business in order to identify main research gaps and propose future research directions.

Forty-five articles have been analyzed, which were issued in 29 sources. Research findings show that the literature on MCS in family business is limited and not very conclusive. Some authors focused on the type of controls, other authors outlined the role of MCS in managerialization and the relation with professionalization. A few studies focused on some specific mechanisms, especially strategic planning and compensation. Some contributes dealt with MCS’ determinants and impacts. Differences between family and non-family firms were proposed. However, a clear and organized picture of the features of MCS in family firms, their determinants, and impacts has not yet been developed. Particularly, the impact of the distinctive features of family business on MCS represents an underdeveloped research field along with how MCS can be differently developed and used in different kinds of family firms. In the light of findings of the literature review, we propose a reference research framework on MCS in family business.

Details

Performance Measurement and Management Control: The Relevance of Performance Measurement and Management Control Research
Type: Book
ISBN: 978-1-78756-469-5

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Book part
Publication date: 16 June 2022

Asuman Buyukcan-Tetik, Sara Albuquerque, Margaret S. Stroebe, Henk A. W. Schut and Maarten C. Eisma

Purpose: The death of a child can elicit enduring and intense parental grief. Additionally, as parents are both confronted with the loss of their child, interpersonal processes

Abstract

Purpose: The death of a child can elicit enduring and intense parental grief. Additionally, as parents are both confronted with the loss of their child, interpersonal processes come into play. This study aimed to examine the change in reported levels of grief among bereaved parents individually and at a couple-level. The authors examined the differences in grief trajectories between mothers and fathers and whether the reported level of grief of one partner predicts the other partner’s reported level of grief.

Design/methodology/approach: Our longitudinal study included 229 bereaved couples who completed the Inventory of Complicated Grief at 6, 13, and 20 months post-loss.

Findings: A latent growth curve analysis showed that parents reported consistently high average grief levels, mothers reported higher grief levels than fathers, and all parents reported a similar small decline in grief. A cross-lagged panel analysis showed that the grief of one parent affected the grief of the other parent with similar strength. Our results held regardless of the child’s gender and age, but an expected loss was associated with a lower grief level 6 months post-loss and a smaller decline in reported levels of grief.

Originality/value: These findings highlight bereaved parents as a particularly vulnerable population, increase our understanding of change in parental grief over time and of the interdependence of grieving in bereaved couples.

Details

Facing Death: Familial Responses to Illness and Death
Type: Book
ISBN: 978-1-80382-264-8

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Article
Publication date: 1 April 1979

It tends to be called the corner shop, mainly because it occupied a corner building for extra window space, but also due to the impetus given to the name by television series…

116

Abstract

It tends to be called the corner shop, mainly because it occupied a corner building for extra window space, but also due to the impetus given to the name by television series seeking to portray life as it used to be. The village grew from the land, a permanent stopping place for the wandering tribes of early Britain, the Saxons, Welsh, Angles; it furnished the needs of those forming it and eventually a village store or shop was one of those needs. Where the needs have remained unchanged, the village is much as it has always been, a historical portrait. The town grew out of the village, sometimes a conglomerate of several adjacent villages. In the days before cheap transport, the corner shop, in euphoric business terms, would be described as “a little gold mine”, able to hold its own against the first introduction of multiple chain stores, but after 1914 everything changed. Edwardian England was blasted out of existence by the holocaust of 1914–18, destroyed beyond all hope of recovery. The patterns of retail trading changed and have been continuously changing ever since. A highly developed system of cheap bus transport took village housewives and also those in the outlying parts of town into busy central shopping streets. The jaunt of the week for the village wife who saw little during the working days; the corner shop remained mainly for things they had “run out of”. Every village had its “uppety” madames however who affected disdain of the corner shop and its proprietors, preferring to swish their skirts in more fashionable emporia, basking in the obsequious reception by the proprietor and his equally servile staff.

Details

British Food Journal, vol. 81 no. 4
Type: Research Article
ISSN: 0007-070X

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Article
Publication date: 11 September 2017

Olu Aluko and Helen Knight

The purpose of this study is to explore the conceptualisation of co-evolution using a corporate history research approach. While the application of the co-evolutionary perspective…

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Abstract

Purpose

The purpose of this study is to explore the conceptualisation of co-evolution using a corporate history research approach. While the application of the co-evolutionary perspective to the organisational-environmental relationships has uncovered significant evidences, little is understood about how the co-evolutionary process occurs over time between organisations and their institutional environment.

Design/methodology/approach

A co-evolutionary corporate history approach in used, as the authors investigated Sainsbury’s historical trajectory, exploring the role specific family members played in the evolution of the firm and the co-evolution of Sainsbury’s with its environment. This research design framework encompasses longitudinal archival analysis which incorporates both external and internal engagement which fostered Sainsbury’s joint evolution.

Findings

The findings from this study clearly suggest that certain organisations can and do co-evolve with their environment. However, organisations need to build legitimate cases for co-evolution to occur. In addition, they need to acquire certain resources that can be used to stimulate changes within their institutional environment.

Originality/value

Through a corporate history archival analysis, this study presents a UK company’s evolutionary narrative. The authors contribute to the growing literature on co-evolution in management studies by presenting a detailed historical narrative and interpretation of Sainsbury’s evolution at different time periods.

Details

Journal of Management History, vol. 23 no. 4
Type: Research Article
ISSN: 1751-1348

Keywords

Available. Content available
Book part
Publication date: 4 October 2018

Abstract

Details

Performance Measurement and Management Control: The Relevance of Performance Measurement and Management Control Research
Type: Book
ISBN: 978-1-78756-469-5

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Article
Publication date: 21 March 2016

Peta Ifould and Pauline Joseph

The purpose of this paper is to provide a unique perspective into user difficulties working with the functional business classification scheme (BCS) to register, search and…

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Abstract

Purpose

The purpose of this paper is to provide a unique perspective into user difficulties working with the functional business classification scheme (BCS) to register, search and retrieve corporate information at the Western Australia Police (WA Police).

Design/methodology/approach

This paper is a single case study. Questionnaire and interview data were collected and analysed from a sample of ten EDRMS users on their perspectives of working with the BCS. An interpretive analysis methodology was used, and inductive reasoning was used for thematic analysis and sense making of the textual data from the transcripts.

Findings

Although the research participants were confident working with the BCS, they reported difficulties finding an appropriate folder that matched the information to be classified and deciding where to file the information. Participants reported that the design and structure of the BCS and training were identified as areas needing improvement.

Research limitations/implications

Paradigm shifts in the record-keeping role from the professional to the user may have some bearing on the difficulties users face when dealing with their record-keeping responsibilities. The participants provided comments and suggestions for how to make the BCS more user-friendly, more meaningful and more aligned to the business processes of the users that are practicable and workable solutions for the records professionals to implement.

Practical implications

This paper provides a unique user perspective of a BCS, their difficulties working with it and how these difficulties can be resolved in a government organisation.

Originality/value

This paper provides a unique user perspective of a BCS, their difficulties working with it and how these difficulties can be resolved in a government organisation.

Details

Records Management Journal, vol. 26 no. 1
Type: Research Article
ISSN: 0956-5698

Keywords

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Book part
Publication date: 10 November 2016

Raúl Cadaa

This chapter analyzes the development of the relationship between the social sciences and sport in Argentina – from its first steps, to the present, and to possible future issues…

Abstract

This chapter analyzes the development of the relationship between the social sciences and sport in Argentina – from its first steps, to the present, and to possible future issues. The description of Arbena (1999) from the last part of twentieth century about the situation of the social sciences and sport in Latin America in general and Argentina in particular could not be more precise:

Latin America has produced little scholarly analysis of sport and society, though information and insights are found in other types of writings, journalistic accounts such as club histories and popular biographies. What has been focused on soccer normally treats only the author’s own country, and is rarely available in English. Nowhere does a single author or academic group dominate. (Arbena, 2000, p. 548)

Latin America has produced little scholarly analysis of sport and society, though information and insights are found in other types of writings, journalistic accounts such as club histories and popular biographies. What has been focused on soccer normally treats only the author’s own country, and is rarely available in English. Nowhere does a single author or academic group dominate. (Arbena, 2000, p. 548)

We also make reference to how the anthropologist Eduardo Archetti breaks that mold described by Arbena and how he becomes the undisputed referent in the study of the social sciences and sport in Argentina, and how his immense contribution is recognized in the region. We analyze the present status of this topic, its major changes, the development that the area has undergone so far, and the issues that are being studied today. Moreover, we mention the importance of sociology of sport in the academic field and its formalization. Finally, this chapter also considers possible future trends in the sociology of sport in Argentina.

Details

Sociology of Sport: A Global Subdiscipline in Review
Type: Book
ISBN: 978-1-78635-050-3

Keywords

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Article
Publication date: 21 September 2012

Maurizio Esposito

This paper aims to consider the influence of imprisonment on the health of prisoners with the HIV virus or AIDS and their perceptions of their quality of life.

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Abstract

Purpose

This paper aims to consider the influence of imprisonment on the health of prisoners with the HIV virus or AIDS and their perceptions of their quality of life.

Design/methodology/approach

This is a qualitative study involving adult male prisoners in three Italian prisons. A total of 19 individual semi‐structured interviews were conducted.

Findings

Life in prison for HIV positive detainees is experienced as a kind of “double burden,” due to the connection between the loss of freedom and the limitations imposed by their health status. The experience of being ill and sick in prison results in the prisoner exhibiting fatalism towards the future, having a sense of alienation and marginalisation as well as being afraid of the consequences of living with HIV or AIDS.

Social implications

Prison can be considered as a “total institution” where prisoners are cut off from every role except the negative one of a prisoner deprived of freedom, and this situation greatly contributes to apathy and reinforces the inmates' antisocial behaviour.

Originality/value

This paper gives a voice to the needs and views of Italian prisoners who are HIV positive or who have AIDS and presents these in the context of the international situation.

Details

International Journal of Prisoner Health, vol. 8 no. 1
Type: Research Article
ISSN: 1744-9200

Keywords

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