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…
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.
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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…
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.
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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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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…
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.
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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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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…
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.