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Article
Publication date: 6 March 2017

Laura Gerard, Janice McMillan and Norma D’Annunzio-Green

Literature encompassing sustainable leadership and developing leaders sustainably are still in infancy (Lambert, 2011). Nevertheless indications identify leadership as a vital cog…

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Abstract

Purpose

Literature encompassing sustainable leadership and developing leaders sustainably are still in infancy (Lambert, 2011). Nevertheless indications identify leadership as a vital cog in achieving sustainable organisations. Sustainable leadership can allow a fast, resilient response which is competitive and appealing to all stakeholders (Avery and Bergsteiner, 2011a, b). Arguably, organisations’ need to stop considering leadership as a control function (Casserley and Critchley, 2010; Crews, 2010) and instead focus on dialogue and mutual-interdependency between leaders and their followers (Barr and Dowding, 2012). The purpose of this paper is to explore and analyse the concept of sustainable leadership to present a conceptual framework surrounding sustainable leadership.

Design/methodology/approach

This conceptual paper will review the existing frameworks of sustainable leadership and present a conceptualisation of the frameworks. This conceptualisation synthesises frameworks and literature surrounding the concept of sustainable leadership which involves work from Casserley and Critchley (2010), Avery and Bergsteiner (2011a, b), Hargreaves and Fink (2006), Davies (2007) and Lambert (2011). Seminal themes from the synthesised frameworks are presented in order to attempt to unify the conceptualisation of sustainable leadership.

Findings

Within leadership literature, stakeholder approaches (Groves and LaRocca, 2011; Avery and Bergsteiner, 2011a); discourses underlining the importance of relationship between leaders and followers (Barr and Dowding, 2012); and discussions about the need to develop reflexive and participative leadership models (Kopp and Martinuzzi, 2013) have become prominent. Sustainable leadership embraces all of these new components. The concept advocates organisations should shift emphasis from a traditional singular focus on finances, to a view that organisations are contributors to wider environmental and social influences (Crews, 2010; Avery and Bergsteiner, 2011a).

Originality/value

This paper explores the theoretical frameworks which surround sustainable leadership and will synthesise and present commonly referenced facets of the concept within the internal and external factors influencing sustainable leadership.

Details

Industrial and Commercial Training, vol. 49 no. 3
Type: Research Article
ISSN: 0019-7858

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Article
Publication date: 13 March 2017

Barbara McCrory, Nick Pilcher and Janice McMillan

The purpose of this paper is to detail a holistic practice based guiding framework for improving customer retention, which helps companies instil a customer service culture…

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Abstract

Purpose

The purpose of this paper is to detail a holistic practice based guiding framework for improving customer retention, which helps companies instil a customer service culture through encouraging them to concentrate on the three key areas of culture, continuous improvement (CI) and customer service.

Design/methodology/approach

The Delphi technique, using three rounds of hour long in-depth semi-structured interviews at director level across a range of industries. This was done with nine directors, totalling over 30 hours of data requiring in excess of 200 hours to transcribe.

Findings

In order to achieve customer retention, a holistic company approach underpinned by senior management buy-in is critical, with open communication, employee empowerment, and employing “the right” personnel. The framework is viable with specific organisation input and supplementation with ongoing customer research.

Research limitations/implications

The framework has only been tested with the companies in the study, and requires testing in practice. As such, it has not covered the ability of companies to change, but has simply developed a framework to assist in identifying the areas that need to be reviewed when considering changing to focus on the customer.

Practical implications

To use this approach to customer retention requires companies to amalgamate culture, customer service and CI equally alongside customer focussed leadership, as an underpinning for the ethos of the business.

Originality/value

The Delphi technique in an in-depth systemised approach with directors revealed unanticipated and significant insights regarding the benefits of amalgamating and devoting equal weight to the three areas of culture, customer service and CI to improve quality in all these areas

Details

The TQM Journal, vol. 29 no. 2
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 21 October 2013

John Fenwick and Janice McMillan

The purpose of this paper is to address the relationship between public sector practitioners and academic providers in the design and delivery of management development…

1128

Abstract

Purpose

The purpose of this paper is to address the relationship between public sector practitioners and academic providers in the design and delivery of management development programmes. What is the added value of HEI involvement in management development and does this intervention generate knowledge that could not be produced by the organisation alone? This paper offers a critical discussion of the concept of mutual co-production, arguing that management development programmes may address the organisational needs of clients, or those of providers, without necessarily representing creative and consensual co-creation.

Design/methodology/approach

Discussion is drawn from qualitative interviews in Scotland and England with academics providing management development programmes, together with managers from two public sector organisations. Initial interviews carried out in 2011 were supplemented by additional interviews with academic providers in 2012.

Findings

Management development programmes may serve primarily to address the internal objectives of client organisations and academic providers alike. True co-creation requires timescales and relationships of trust that need to be built over time.

Practical implications

Critical insight into the commercial relationship between providers and public organisations enables greater clarity about what the provider is selling and what the organisation is buying. This contributes to conceptual understanding of the management development relationship, and, moreover, to open and effective practice.

Originality/value

The paper critically addresses the management development relationship between client and provider and informs future practice and further research.

Details

Journal of Management Development, vol. 32 no. 9
Type: Research Article
ISSN: 0262-1711

Keywords

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Book part
Publication date: 18 November 2022

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Abstract

Details

Reimagining Public Sector Management
Type: Book
ISBN: 978-1-80262-022-1

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Article
Publication date: 18 February 2022

Jiun-Yi Tsai, Janice Sweeter and Elizabeth Candello

Email communication is indispensable for US state agencies to respond to citizen requests and engage with constituents, contributing to building trust in local governments. While…

412

Abstract

Purpose

Email communication is indispensable for US state agencies to respond to citizen requests and engage with constituents, contributing to building trust in local governments. While prior studies examine the responsiveness of elected officials, the quality of virtual interactions between government organizations and citizens is often overlooked. This study aims to investigate how US government agencies capitalize on the potential of online interactions with constituents to manage generic queries and introduce the response engagement index (REI) consisting of response time, reactive transparency and message interactivity to evaluate levels of communicative engagement.

Design/methodology/approach

The authors conducted a field experiment encompassing emailing a request to 547 state agencies based in the five largest states and one small state. A total of 377 organizational responses were manually analyzed to reveal the usages of six communicative engagement strategies.

Findings

The results show the potential of online communication is underutilized as the average score of response engagement remains low. Human responses are less engaging than auto-reply messages and require a one-day waiting period, if not longer. Response types and gender of government communicators significantly differ in response time and engagement strategies. The findings identify divergent patterns of response engagement and provide practical implications for facilitating citizen engagement.

Research limitations/implications

This research fills a critical gap by investigating the quality of online interactions between US government agencies and citizens. The authors develop a theory-grounded tool of response engagement to identify three features: response speed, reactive transparency and interactivity. The findings can improve the quality of email communication in state agencies, enhancing governance quality. The REI proposed here addresses what Pfau (2008) deemed problematic for communication scholarship: research is sparse on “functional issues” that examine the communication process. Pfau argued for research that provides knowledge of interest across disciplines so as to “cross-fertilize” ideas between political communication and public relations; this study sought to bridge that gap with a theoretical and practical tool for building public trust in governments.

Practical implications

To support the evaluation of transparent and responsive governments, reliable and valid measurements are needed. The proposed REI provides practitioners with a theory-grounded tool to identify areas of engagement quality in government responses. The findings can be used to improve the quality of email communication in state agencies, enhancing governance quality.

Social implications

Citizens seek reciprocal dialogue through prompt, open and interactive communication. US state agencies should leverage the engagement features for increasing citizen trust – response time, reactive transparency and interactivity – when responding to public inquiries. Ultimately, trust in government agencies' interests in serving stakeholders cannot be strengthened without prompt and engaging responses to meet the public's needs.

Originality/value

This field experiment was one of the first to focus on US state agencies' responses to information requests. It introduces a new REI to assess communicative engagement in a government/citizen exchange.

Details

Journal of Communication Management, vol. 26 no. 1
Type: Research Article
ISSN: 1363-254X

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Publication date: 22 March 2011

Monica Flippin-Wynn and Natalie T.J. Tindall

American teens are using online social networks more than ever before. According to a 2010 Pew Internet Project study, close to 75% of teens use social media sites and wireless…

Abstract

American teens are using online social networks more than ever before. According to a 2010 Pew Internet Project study, close to 75% of teens use social media sites and wireless connections (cell phones, game consoles, and portable gaming devices) to access the Internet (Lenhart, Purcell, Smith, & Zickuhr, 2010). These constant connections and ties to the Internet are fascinating to some scholars who see a tremendous value to the communities found and made online. Yet, this ability to be in constant connection is troubling to other scholars who believe that this constant ability to contact and connect is changing society for worst, not the better [Putnam, R. (2000). Bowling alone: The collapse and revival of American community. New York: Simon & Schuster; Bugeja, 2005]. This chapter outlines a social media class experiment undertaken by the lead author to provide students with an opportunity to understand their reliance on the new media or media in general and add to the scholastic literature on teaching and technology in the classroom. In the Spring 2010 classes, the majority of students agreed to disconnect from all communication technology and social media for 36hours. The assignment was worth 65 points. As they started to withdraw from the media, the class assignment provided students with insights into their constant connectivity and how they manage information through various mediated channels. After the assignments students were required to complete an 800-word blog or paper. To receive full credit for the assignment, students needed to complete the written component. All the students who participated completed the written requirement. The majority of the students completed their assignments on their blogs but about half of the students both turned in a written paper and posted the assignment on their blogs. The students that provided written permissions were selected for inclusion in this chapter. We were careful to make sure that the students in this chapter were representative of the entire population, including male and female, students who were bothered by the disconnect and those who were intrigued by the possibility of being disconnected, traditional and non-traditional students, and students who worked, had no outside employment, and students with other non-academic obligations. Our insight into students' issues of connectivity was drawn from these stories. This chapter further offers ideas on how to integrate such an experiment in other settings and provides pedagogical rationales for this type of assignment. The names of the students in this experiment were changed to safeguard student anonymity and personal privacy.

Details

Teaching Arts and Science with the New Social Media
Type: Book
ISBN: 978-0-85724-781-0

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Article
Publication date: 17 July 2017

Woei-Chyuan Wong, Janice Yim Mei Lee, MD Nasir Daud and Pooi Leng Ng

The purpose of this paper is to examine the determinants of property sale probability and sale price at auction in Kuala Lumpur, Malaysia.

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Abstract

Purpose

The purpose of this paper is to examine the determinants of property sale probability and sale price at auction in Kuala Lumpur, Malaysia.

Design/methodology/approach

A two-stage Heckman sample selection model is used for this research. The first stage involves the estimation of a probit model on a successful sale. The second stage introduces an additional selection variable, the inverse Mills ratio, as an explanatory variable to the sale price estimation equation.

Findings

The authors find that Chinese-owned auctioned properties have higher sale probability and are sold at higher prices as compared to Indian and Malay-auctioned properties. Properties auctioned by the largest auction house outperformed other smaller auctioneers. Auction characteristics such as proximity to the city center, number of previous auction attempts and number of online viewers are positively related to sale price and sale probability.

Social implications

The findings on the substantially lower sale price obtained by Malay and Indian borrowers compared to their Chinese counterparts imply that it is much harder for these borrowers to be relieved from financial distress. The two plausible explanations offered in this paper for this price differential, i.e. racial residential segregation and ownership restriction, warrant further study.

Originality/value

First, the authors consider the explanatory power of seller ethnicity, number of online viewers and auctioning route which are new to the literature. Second, they use a Heckman model that addresses possible selection bias of sold properties. This methodology is unexplored in the auction literature.

Details

International Journal of Housing Markets and Analysis, vol. 10 no. 4
Type: Research Article
ISSN: 1753-8270

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Article
Publication date: 14 September 2012

Nguyen Cong Phuong and Tran Dinh Khoi Nguyen

The purpose of this paper is to examine the recent accounting regulations designed to facilitate international harmonization in Vietnam and to show how Vietnam developed an…

4440

Abstract

Purpose

The purpose of this paper is to examine the recent accounting regulations designed to facilitate international harmonization in Vietnam and to show how Vietnam developed an accounting system that harmonizes with international standards while preserving macroeconomic control.

Design/methodology/approach

This paper is developed using the theoretical framework on globalisation.

Findings

The recent development of accounting aims to implement Vietnam's commitment to harmonize its accounting system with the world. This process has faced some difficulties due to national particularities such as Vietnam's economic system and accounting tradition. This paper shows that the regulators have been careful in their approach to develop and find ways to combine or adapt when pushing for accounting development: a co‐existence of vietnamese accounting standards and a uniform accounting system. This point differs from the Anglo‐Saxon world, but is comparable to China.

Research limitations/implications

The different approach to developing accounting regulation in Vietnam reflects the key role of the State in preserving governmental control while harmonizing with international standards.

Practical implications

This paper studies the influence of globalization on accounting development in Vietnam. It suggests that developing accounting practices in a country in harmony with international standards faces obstacles previously evidenced in the literature, such as economic system and accounting tradition. The study also provides insight into problems encountered by regulators who are incorporating international accounting standards into national accounting regulations. These problems suggest that international accounting standard setters and accounting regulators may face issues similar to those in Vietnam.

Originality/value

This paper contributes to the literature on international accounting harmonisation by illustrating the need for considering national particularities as factors that will affect the rate of harmonisation with international accounting standards.

Details

Journal of Accounting & Organizational Change, vol. 8 no. 3
Type: Research Article
ISSN: 1832-5912

Keywords

Available. Content available
Book part
Publication date: 26 October 2005

Abstract

Details

Learning from Research on Teaching: Perspective, Methodology, and Representation
Type: Book
ISBN: 978-0-76231-254-2

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Book part
Publication date: 26 October 2005

Abstract

Details

Learning from Research on Teaching: Perspective, Methodology, and Representation
Type: Book
ISBN: 978-0-76231-254-2

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