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Article
Publication date: 19 March 2019

Merlin Stone, Neil Woodcock, Yuksel Ekinci, Eleni Aravopoulou and Brett David Parnell

This paper aims to review the development of thinking about the information needed by companies to create an accurate picture of how well they manage their engagement with…

1217

Abstract

Purpose

This paper aims to review the development of thinking about the information needed by companies to create an accurate picture of how well they manage their engagement with customers, taking into account the evolution of thinking and practice in this area over the past three decades towards the idea of data-driven customer engagement. It then describes the evolution and use of an assessment and benchmarking process and tool which provide the needed information.

Design/methodology/approach

Literature review, conceptual analysis and explanation of the management consulting process are used.

Findings

Companies can get an accurate picture of how well they manage customer engagement provided that a careful assessment approach is used where assessors are properly selected and trained and that there is a strong focus on compliance with requirements rather than “box-ticking” based upon managers’ perceptions.

Research limitations/implications

The assessment and benchmarking process was developed mainly for use by larger companies, though the findings could be adapted for use by smaller companies.

Practical implications

Companies whose success depends upon customer engagement should consider using the assessment and benchmarking tool to guide their planning and implementation. They should heed the warnings about the risks of inaccurate assessments which may arise because of the incentives by which managers are managed.

Social implications

The assessment and benchmarking process has been used by the public sector and government, and given government’s desire to engage citizens better, they should consider adopting the ideas in this paper to reform citizen engagement.

Originality/value

This is the only paper which reviews the development of the assessment process for customer engagement.

Details

The Bottom Line, vol. 32 no. 1
Type: Research Article
ISSN: 0888-045X

Keywords

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Article
Publication date: 4 March 2014

Merlin David Stone and Neil David Woodcock

The purpose of this article is to explain how the management of the two areas business intelligence (BI) and customer insight (CI) needs to be brought together to support a…

20416

Abstract

Purpose

The purpose of this article is to explain how the management of the two areas business intelligence (BI) and customer insight (CI) needs to be brought together to support a company's interactive marketing.

Design/methodology/approach

The article is based on the author's work in consultancy and in assessing client company's customer management capabilities and performance, as well as a review of some of the literature on BI and CI.

Findings

The article suggests that companies need to pay close attention to the governance of BI, as a self-service approach to BI becomes increasingly used by CI teams.

Research limitations/implications

The review of literature carried out by the authors suggests that the interface between BI and CI is poorly researched and would benefit from a significant research effort.

Originality/value

The focus on the interface between BI and CI is relatively new. The authors hope that it will trigger significant research.

Details

Journal of Research in Interactive Marketing, vol. 8 no. 1
Type: Research Article
ISSN: 2040-7122

Keywords

Available. Content available
1486

Abstract

Details

Measuring Business Excellence, vol. 8 no. 3
Type: Research Article
ISSN: 1368-3047

Available. Content available
Article
Publication date: 4 March 2014

Debra Zahay

776

Abstract

Details

Journal of Research in Interactive Marketing, vol. 8 no. 1
Type: Research Article
ISSN: 2040-7122

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Book part
Publication date: 12 December 2023

Michael Dunn, Isabel Munoz, Clea O’Neil and Steve Sawyer

In this chapter, we theorize about online freelancers’ approaches to work flexibility. Drawing from an ongoing digital ethnography of US-based online freelancers pursuing work on…

Abstract

In this chapter, we theorize about online freelancers’ approaches to work flexibility. Drawing from an ongoing digital ethnography of US-based online freelancers pursuing work on digital platforms, our data question the common conceptualizations around the flexibility of online freelancing. We posit that the flexibility of where to work, not when to work, is the most important attribute of their work arrangement. Our data show (1) the online freelancers in our study prefer the stability and sustainability of full-time work over freelancing when both are offered as remote options; (2) full-time remote employment increases these workers’ freelancing control / flexibility; (3) these workers keep freelance work options open even as they transition to more permanent full-time work arrangements. We discuss how these findings relate to workplace culture shifts and what this means for contemporary working arrangements. Our insights contribute to the discourses on knowledge-based gig work and for what it means to study individuals online.

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Article
Publication date: 2 December 2024

Chun-Miin (Jimmy) Chen and Xinwei Chen

This paper aims to investigate the ethical challenges within same-day delivery (SDD) operations in the gig economy, focusing on promoting fairness and justice for independent…

23

Abstract

Purpose

This paper aims to investigate the ethical challenges within same-day delivery (SDD) operations in the gig economy, focusing on promoting fairness and justice for independent contractors by applying Rawlsian justice principles.

Design/methodology/approach

Adopting a philosophical and theoretical methodology, the authors synthesize insights from business ethics, corporate governance and Rawlsian ethical theories. This study critically examines the application of these theories within SDD business models through a comparative analysis of seminal and contemporary ethical discussions. Importantly, the authors reverse the traditional antecedents, decisions and outcomes framework to start with outcomes, offering a novel methodological execution that enhances the study’s approach to ethical research.

Findings

The analysis identifies pronounced ethical deficiencies in treating SDD contractors, emphasizing the need for systemic reforms. The study proposes a series of hypotheses to rectify these issues, including recommendations for enhancing algorithmic transparency, ensuring equitable compensation and fortifying worker protections. These proposed changes advocate for restructuring corporate policies to foster a fairer SDD business environment.

Originality/value

By interweaving Rawlsian ethical principles with practical corporate responsibilities specific to the gig economy, this paper enriches the discourse on business ethics. It introduces a novel framework for analyzing the ethical treatment of gig workers, proposing actionable strategies that bridge theoretical ethics with real-world applications. This approach advances academic understanding and guides industry practices toward more ethical and sustainable models.

Details

International Journal of Ethics and Systems, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9369

Keywords

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Book part
Publication date: 6 August 2024

Jeffrey A. Hayes

This chapter addresses one of the most common and long-standing problems among college students, namely depression, as well as a potential consequence of depression, suicide. A…

Abstract

This chapter addresses one of the most common and long-standing problems among college students, namely depression, as well as a potential consequence of depression, suicide. A formal definition of depression is presented, and symptoms of depression are discussed. Notably, clinical depression is differentiated from “feeling down” or having “the blues.” Common measures of depression for college students are described, and the current prevalence of depression among college students is explored, along with data pertaining to trends and trajectories. Particular attention is devoted to differences in rates and severity of depression among students of various ethnicities, gender identities, disabilities and sexual orientations. Next, the chapter covers various theories about and studies on the causes and consequences of depression, as well as preventive and remedial efforts that students can engage in to minimize the adverse effects of depression. The chapter concludes with a focus on college student suicide, including its prevalence, predictors of suicidal thoughts and behaviors and prevention and treatment of college student suicide.

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Book part
Publication date: 6 April 2023

David Arditi

Abstract

Details

Digital Feudalism: Creators, Credit, Consumption, and Capitalism
Type: Book
ISBN: 978-1-80455-769-3

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Article
Publication date: 14 August 2007

Rodney McAdam, William Keogh, Renee S. Reid and Neil Mitchell

The purpose of this research is to evaluate the longitudinal effect of innovation programmes on improving the process of innovation in manufacturing SMEs. The process of…

3394

Abstract

Purpose

The purpose of this research is to evaluate the longitudinal effect of innovation programmes on improving the process of innovation in manufacturing SMEs. The process of innovation in organisations covers people, process and technology. Therefore interventions in the form of innovation improvement programmes often require high levels of complexity. This complexity is compounded in SMEs, where issues such as scarce resources and skill shortages must be recognised.

Design/methodology/approach

A multiple case research methodology combined with an innovation evaluation model is used to evaluate the longitudinal effect of an innovation intervention programme, which combined taught modules and Critical Action Learning networks over an eighteen month period. Within‐group comparisons are made.

Findings/research implications

The findings reveal that SMEs, which have high levels of innovation improvement, adopted a broad process based approach to innovation rather than using a narrow technical definition of innovation. These SMEs also developed a process of critically reflective action learning to ground the innovation in organisational practice.

Originality/value

There is a paucity of longitudinal research studies on innovation interventions in SMEs.

Details

Journal of Small Business and Enterprise Development, vol. 14 no. 3
Type: Research Article
ISSN: 1462-6004

Keywords

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Book part
Publication date: 13 August 2018

Robert L. Dipboye

Abstract

Details

The Emerald Review of Industrial and Organizational Psychology
Type: Book
ISBN: 978-1-78743-786-9

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