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Article
Publication date: 1 June 2002

Tomás F. González and Manuel Guillén

Deals with theoretical arguments that justify why the leadership of managers and its ethical dimension is a powerful enabler for TQM efforts to sustain, together with a systematic…

3807

Abstract

Deals with theoretical arguments that justify why the leadership of managers and its ethical dimension is a powerful enabler for TQM efforts to sustain, together with a systematic management. Starts by setting out a multidimensional conception of leadership in which the ethical sphere is explicitly considered. The principles articulating TQM are then analysed, studying the role of leadership and its ethical dimension, in their implementation. Concludes with five propositions, stating that the explicit consideration of leadership’s ethical dimension is required in order to achieve a complete, deep and sustained deployment of TQM principles. Draws implications for managers and researchers.

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The TQM Magazine, vol. 14 no. 3
Type: Research Article
ISSN: 0954-478X

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Article
Publication date: 14 June 2011

Manuel Guillén Parra, Álvaro Lleó de Nalda and Ginés Santiago Marco Perles

The aim of this paper is to propose a wider and more humanistic understanding of the phenomenon of trust and “trust building” through a dialogue between ethics and social sciences.

2067

Abstract

Purpose

The aim of this paper is to propose a wider and more humanistic understanding of the phenomenon of trust and “trust building” through a dialogue between ethics and social sciences.

Design/methodology/approach

This paper offers a constructive critical review of the explanation of trust proposed by Mayer et al. in their 1995 seminal article, and expands this by considering the ethical dimension and the role of virtues.

Findings

The integrative model of organizational trust by Mayer et al. lacks a specific reference to the role played by human will and the ability to make free choices. When assessing the trust built in a relationship, an explicit consideration of human will should be included in the related model, and specifically, reference to moral virtues and practical wisdom as elements involved in this trust‐building process.

Practical implications

It improves the understanding of the dynamics of trust in human relationships, which is key, as numerous studies in management carried out over the past decades show. Having an increasingly clear and complete understanding of trust is fundamental to understand, analyze, develop and manage interpersonal relationships within organizations.

Originality/value

This article proposes a holistic conception of organizational trust, which allows for a more complete vision of the renowned model of Mayer et al. It does this by specifically considering the role of human will in both the trustor and in the trustee, and by incorporating an ethical vision which considers the trustee's perception on virtues and practical wisdom in the understanding of the phenomenon of trust.

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Journal of Management Development, vol. 30 no. 6
Type: Research Article
ISSN: 0262-1711

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Article
Publication date: 14 June 2011

Domènec Melé and Carlos J. Sanchez‐Runde

The purpose of this paper is to introduce the special issue and to point at how much in the current economic and social crisis has to do with having lost an integrative, holistic…

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Abstract

Purpose

The purpose of this paper is to introduce the special issue and to point at how much in the current economic and social crisis has to do with having lost an integrative, holistic and humanistic approach to management and organizations.

Design/methodology/approach

Following a brief introduction of the current context, this piece summarizes the main points of the six papers selected for inclusion in this special issue. These papers were selected from among the more than 80 presented at an International Symposium on Ethics, Business and Society hosted by IESE Business School in Barcelona in May 2010.

Findings

The main contributions from the papers in this special issue include conceptual elaborations on the conditions for work, that is, meaningful, holistic management delivered through management education programs, the interface between ethical values/responsibility and firm strategy, corporate community involvement, gift and gratuity dimensions of organizational analysis, and developing trust through a dialogue between management, on the one hand, and ethics and the social sciences, on the other.

Originality/value

This paper points at new avenues to address the main management challenges that managers confront in today's social and economic crisis

Details

Journal of Management Development, vol. 30 no. 6
Type: Research Article
ISSN: 0262-1711

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Article
Publication date: 1 October 2005

Pablo Sánchez‐Lorda and Esteban García‐Canal

We analyze how entry order in a new field influences the stock market reaction to strategic alliances and acquisitions aimed at expanding firm boundaries. We argue that alliances…

286

Abstract

We analyze how entry order in a new field influences the stock market reaction to strategic alliances and acquisitions aimed at expanding firm boundaries. We argue that alliances would be more valued by investors at the early stages of a process of convergence between two markets, whereas acquisitions would be more valued in the later stages. Using a sample of alliances and acquisitions carried out by European telecom firms, our hypotheses have been confirmed.

Details

Management Research: Journal of the Iberoamerican Academy of Management, vol. 3 no. 3
Type: Research Article
ISSN: 1536-5433

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Available. Open Access. Open Access
Article
Publication date: 16 August 2021

Manuel Leiria, Efigénio Rebelo and Nelson deMatos

The insurance industry has not been able to effectively retain its customers and struggles to establish and maintain long-lasting relationships with them. The purpose of this…

3395

Abstract

Purpose

The insurance industry has not been able to effectively retain its customers and struggles to establish and maintain long-lasting relationships with them. The purpose of this paper is thus to identify the main factors that explain the cancellation of motor insurance policies by individual customers, considering the influence of intermediaries on their decisions.

Design/methodology/approach

The data used in this research is based on a sample of 3,500 insurance policies that lapsed during the period of analysis between January and July 2017, against another sample of 3,500 policies that did not lapse, from a major insurance company in Portugal. Binary logistic regression was used for data analysis, using IBM SPSS software.

Findings

Aggressive tactics by insurance companies for customer acquisition may induce the cancellation of insurance policies. More valuable customers, the policies with higher premiums and recent claims, as well as the ancillary intermediaries and agents, are determinants of insurance cancellation. Conversely, the payment of policies by direct debit and without instalments reduces the probability of cancellations.

Research limitations/implications

The main limitation of this study is the restriction on data access. Insurance companies are significantly resistant to sharing their customer data – including with academic researchers – even in an anonymised form.

Practical implications

The paper highlights internal and external practices of insurance companies that should be reformulated to significantly improve their performance regarding product cancellation, related to customer information management, mistrust behaviours related to stakeholders and new value propositions that deepen the relationships with intermediaries.

Originality/value

This research developed a framework with which to identify the factors that are mainly associated with motor insurance cancellation and to predict its likelihood.

研究目的

保險業一向未能有效地留住客戶,故業內不斷努力建立並維繫與客戶長久的關係。因此、本文擬確定個人客戶終止其汽車保單的因素;研究過程中、會考慮中介人對客戶作有關決定的影響 。

研究的設計/方法/理念

本研究所使用的數據、為基於一個涵蓋3500份期滿終止保單的樣本、並以之與另一涵蓋3500份沒有終止保單的樣本相比,樣本均來自葡萄牙一家大型保險公司。期滿終止保單之樣本、乃於2017年1月至同年7月這個研究進行期間内期滿終止的。研究使用了二元羅吉斯迴歸來分析數據,並應用了IBM SPSS 數據分析軟件。

研究結果

保險公司為贏得客戶所採用的積極進取策略可能導致客戶終止其保單。保單終止的決定因素包括更多有價值的客戶、保險費較高的保單、最近的索賠和輔助的中介及代理。反之,以自動扣帳方式及以非分期付款形式繳付保單則會減低終止保單的機會。

研究的原創性/價值

本研究發展了一個框架、以確定與客戶終止其保單有關聯的主要因素,並預計客戶終止保單的可能性。本文亦強調了保險公司須重新制定其內部與外部的做法,以能大幅改善其與產品取消有關的績效,而這些產品取消涉及客戶信息管理、與持份者有關的不信任行為、以及能深化與中介人之關係的新價值主張。

Details

European Journal of Management and Business Economics, vol. 31 no. 3
Type: Research Article
ISSN: 2444-8451

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Available. Open Access. Open Access
Article
Publication date: 25 July 2019

Manuel Idrovo Arguello, Diego Monferrer Tirado and Marta Estrada Guillén

The purpose of this paper is to analyse the influence of service quality dimensions as determinants of the emotional and relational behaviours experienced by the client in bank…

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Abstract

Purpose

The purpose of this paper is to analyse the influence of service quality dimensions as determinants of the emotional and relational behaviours experienced by the client in bank branches in the post-crisis context experienced by Spanish financial institutions.

Design/methodology/approach

Data taken from a total of 1,125 customers were analysed through structural equations modelling (EQS6.1) to test the relationships of the proposed model’s variables.

Findings

The results support the hypotheses stated, with the exception of the influence of a service quality dimension (servicescape) on emotions during the service. In fact, the dimensions of the service quality of an intangible nature (personnel, outcome and social) are determinants of the positive emotions and relational behaviours of clients around the service provided by the branches. For its part, servicescape quality, of a more tangible nature, exerts indirect influence on the other dimensions that compose the quality of service.

Practical implications

This paper provides senior bank executives established evidence on the degree of influence of the different dimensions in relation to the quality of service in the bank branch. Furthermore, it emphasises the importance of emotional factors during service as essential elements in strengthening customer–staff relationships under a non-transactional dynamic.

Originality/value

This paper has adopted an analytical holistic, theoretical and empirical perspective on the impact of the different dimensions of service quality (servicescape, personnel, outcome and social) as well as to the emotions experienced by banking customers during services and its lasting effect on customer engagement and customer advocacy.

Details

International Journal of Bank Marketing, vol. 38 no. 1
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 23 November 2021

Francisco José Mas-Ruiz, Carla Rodriguez-Sanchez, Franco Manuel Sancho-Esper and Esther de Quevedo-Puente

This study examines the relationships between the foreign entry mode (FEM) used by a company, its global corporate social responsibility (CSR) and the host country's local CSR…

328

Abstract

Purpose

This study examines the relationships between the foreign entry mode (FEM) used by a company, its global corporate social responsibility (CSR) and the host country's local CSR environment in Spanish quoted firms. Additionally, it seeks to explore the moderating role of the host country's CSR in the relationship between firm's global CSR and FEM.

Design/methodology/approach

To test the proposed hypotheses, binary logistic regression is used with a sample of 418 foreign direct investment (FDI) operations between 2002 and 2008. This period is chosen with the aim of knowing what happened after the boom in Spanish investments abroad in the 1990s and the uncertainty of the early 2000s.

Findings

The results reveal firm patterns of behaviour regarding the FEM of companies and the two types of CSR according to the proposed hypotheses. Furthermore, it is found that the host country's local CSR may not only have a direct influence on the FEM decision but may also moderate the relationship between the firm's global CSR and firm's entry mode in a host country.

Originality/value

This is one of the first studies to propose as explanatory variables of FEM two types of CSR (firm's global CSR and host country's local CSR). This has been possible by the creation of an ad-hoc database with data from different information sources of FDI (Instituto Español de Comercio Exterior) and CSR [Eikon™ and AccountAbility National Corporate Responsibility Index (NCRI)].

Propósito

Se examina las relaciones entre el modo de entrada en el exterior (MEE) de una empresa, su responsabilidad social corporativa (RSC) global y el entorno de RSC local del país de destino en empresas cotizadas en España. Además, analiza el papel moderador de la RSC del país de destino en la relación entre la RSC global de la empresa y el MEE.

Diseño/metodología/enfoque

Se utiliza la regresión logística binaria con una muestra de 418 operaciones de inversión directa exterior (IED) entre 2002–2008. Este período se elige para conocer qué sucedió durante el auge de las inversiones españolas en el exterior a principios de 2000.

Hallazgos

Los resultados revelan patrones de comportamiento en relación al MEE de las empresas y los dos tipos de RSC según las hipótesis propuestas. Además, se encuentra que la RSC local del país de destino puede también moderar la relación entre la RSC global de la empresa y el MEE.

Originalidad/valor

Este es uno de los primeros estudios en proponer como variables explicativas del MEE, dos tipos de RSC (RSC global de la empresa y RSC local del país de destino), gracias a la creación de una base de datos ad-hoc con datos de diferentes fuentes de información de IED (ICEX) y RSC (Eikon ™ y AccountAbility NCRI).

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Article
Publication date: 13 June 2023

Adam Lovasz

Drawing on the work of Niklas Luhmann, the paper argues that technology can be viewed as a self-referential system which is autonomous from both human beings and other function…

186

Abstract

Purpose

Drawing on the work of Niklas Luhmann, the paper argues that technology can be viewed as a self-referential system which is autonomous from both human beings and other function systems of society. The paper aims to develop a philosophy of technology from the work of Niklas Luhmann. To achieve this aim, it draws upon the systems-theory work of Jacques Ellul, a philosopher of technology who focuses on the autonomous potential of technological evolution.

Design/methodology/approach

The paper draws on the work of Niklas Luhmann and Jacques Ellul to explore the theme of autonomous technology and what this means for our thinking about technological issues in the twenty-first century. Insights from these two thinkers and researchers working in the Luhmannian sociological tradition are applied to remote work.

Findings

The sociological approach of Luhmann, coupled with Ellul's insights into the autonomous nature of technology, can help us develop a systems theory of technology which takes seriously its irreducibility to human functions.

Research limitations/implications

The paper contributes to the growing sociological literature that thematizes the Luhmannian approach to technology, helping us better understand this phenomenon and think in new ways about what technological autonomy means.

Originality/value

The paper brings together the work of Luhmann, Ellul and contemporary researchers to advance a new understanding of technology and technological communication.

Details

Kybernetes, vol. 53 no. 10
Type: Research Article
ISSN: 0368-492X

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Article
Publication date: 18 April 2017

Manuel Portugal Ferreira, Felipe Borini, Simone Vicente and Martinho Ribeiro Almeida

The purpose of this paper is to focus on the pre-acquisition process and, specifically, how the complexity involved in the transaction may drive the temporal gap between the…

586

Abstract

Purpose

The purpose of this paper is to focus on the pre-acquisition process and, specifically, how the complexity involved in the transaction may drive the temporal gap between the formal announcement and the completion of the deal. The authors emphasize the time (in days) between announcement and completion.

Design/methodology/approach

The empirical setting consists of the cross-border acquisitions (CBAs) of Brazilian firms by multinational corporations announced between 2008 and 2012. Using a sample of 741 acquisitions, the authors examine how institutional (cultural and regulatory) and technological complexity and the predictable mitigating effect of prior acquisition experience in Brazil all impact on the time needed for evaluating the target and negotiating.

Findings

The results show that these complexity factors do matter for hastening the process and that recent experience with acquisitions in Brazil shortens the time needed to completion.

Originality/value

This study contributes to the literature on the acquisition process and the uncertainty and complexity factors in CBA in an emerging economy.

Details

International Journal of Emerging Markets, vol. 12 no. 2
Type: Research Article
ISSN: 1746-8809

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Book part
Publication date: 24 September 2018

Petr Lupač

Abstract

Details

Beyond the Digital Divide: Contextualizing the Information Society
Type: Book
ISBN: 978-1-78756-548-7

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