Search results

1 – 10 of 13
Per page
102050
Citations:
Loading...
Access Restricted. View access options
Article
Publication date: 2 July 2020

Lucas Baier, Niklas Kühl, Ronny Schüritz and Gerhard Satzger

While the understanding of customer satisfaction is a key success factor for service enterprises, existing elicitation approaches suffer from several drawbacks such as high manual…

1761

Abstract

Purpose

While the understanding of customer satisfaction is a key success factor for service enterprises, existing elicitation approaches suffer from several drawbacks such as high manual effort or delayed availability. However, the rise of analytical methods allows for the automatic and instant analysis of encounter data captured during service delivery in order to identify unsatisfied customers.

Design/methodology/approach

Based on encounter data of 1,584 IT incidents in a real-world service use case, supervised machine learning models to predict unsatisfied customers are trained and evaluated.

Findings

We show that the identification of unsatisfied customers from encounter data is well feasible: via a logistic regression approach, we predict dissatisfied customers already with decent accuracy—a substantial improvement to the current situation of “flying blind”. In addition, we are able to quantify the impacts of key service elements on customer satisfaction.

Research limitations/implications

The possibility to understand the relationship between encounter data and customer satisfaction will offer ample opportunities to evaluate and expand existing service management theories.

Practical implications

Identifying dissatisfied customers from encounter data adds a valuable methodology to customer service management. Detecting unsatisfied customers already during the service encounter enables service providers to immediately address service failures, start recovery actions early and, thus, reduce customer attrition. In addition, providers will gain a deeper understanding of the relevant drivers of customer satisfaction informing future new service development.

Originality/value

This article proposes an extendable data-based approach to predict customer satisfaction in an automated, timely and cost-effective way. With increasing data availability, such AI-based approaches will spread quickly and unlock potential to gain important insights for service management.

Details

Journal of Service Management, vol. 32 no. 2
Type: Research Article
ISSN: 1757-5818

Keywords

Access Restricted. View access options
Article
Publication date: 6 June 2024

Olaf Hoffjann

The term strategic communication has become firmly established in recent years. The emergence of the term was associated with the hope of finding a more fitting description for…

344

Abstract

Purpose

The term strategic communication has become firmly established in recent years. The emergence of the term was associated with the hope of finding a more fitting description for overlapping communication processes, since existing approaches can hardly fulfill these expectations. To date, the research has been dominated by communication-focused and, in particular, organization-focused approaches that show little interest in the alternative perspective. An integrating perspective can overcome the wall that exists between the communication level and the organizational level.

Design/methodology/approach

The integrating communication and organizational theory framework is developed on the basis of Niklas Luhmann’s “Theory of Social Systems” (TSS), which can be attributed to the “Communication Constitutes Organization” (CCO) perspective. This perspective seems appropriate because its communication theory integrates the sender and addressee perspectives, and its extended organization theory can be used to describe in detail the organizational structures of strategic communication.

Findings

The communication theoretical framework states that one of the functions of strategic communication is to reduce complexity to a single follow-up option. From the sender’s perspective, strategic communication can be defined as an attempt to encourage acceptance of a follow-up option proposed out of self-interest. The organizational theory framework that both builds on this and is linked to it first shows the diversity of strategic organizational communications before explaining their formal and informal structures.

Originality/value

This paper is the first to offer a comprehensive framework that integrates concrete strategic communication activities as well as the (in)formal organizational structures that lead to their emergence. On the one hand, this enables a more differentiated description of all relevant aspects of communication theory (e.g. tonality, clarity vs. ambiguity and technical dissemination medium). On the other, the organizational theoretical framework offers a systematization that can be used to describe various formal and informal structures comparatively. Above all, this kind of inclusive, integrating framework is the prerequisite for research that relates the diverse concrete strategic communication activities to an organization’s formal and informal rules and thus understands them as (primarily) the result of organizational decisions.

Access Restricted. View access options
Article
Publication date: 7 August 2023

Olaf Hoffjann

Although current strategic communication research is particularly interested in deviations from normative ideals, there is a surprising lack of interest in the structures that…

302

Abstract

Purpose

Although current strategic communication research is particularly interested in deviations from normative ideals, there is a surprising lack of interest in the structures that lead to such deviations from formal specifications. To this end, this paper explores the classic, but of late largely forgotten concept of informality. The aim is to develop a theoretical framework and a systematization that can be used to answer central questions in strategic communication research. The focus is on three research questions: How can formal and informal structures of strategic organizational communication be systematized? How are formal and informal organizational structures thematized in strategic organizational communication? What is the relationship between (in)formal structures of strategic organizational communication and the thematization of (in)formal organizational structures?

Design/methodology/approach

The conceptual contribution is based on systems theoretical organization theory, which understands formal structures as decided decision premises and informal structures as undecided decision premises.

Findings

The understanding of informal expectation structures presented here has enormous potential for describing and researching central issues in strategic communication research in a far more significant way, both theoretically and empirically. For example, decoupling can be described in a much more differentiated way than is possible using the neo-institutionalist perspective.

Practical implications

The systematizing framework for researching informal structures enables a deeper understanding of informal structures and thus a better handling of them in practice. In addition, the framework provides a basis for future empirical studies.

Originality/value

Informal phenomena and structures seem to be the elephant in the room in many discourses in strategic communication research. With the theoretical perspective and systematization presented here, these phenomena can finally be explored in a differentiated and meaningful way.

Details

Corporate Communications: An International Journal, vol. 29 no. 2
Type: Research Article
ISSN: 1356-3289

Keywords

Access Restricted. View access options
Article
Publication date: 23 February 2024

Joachim Preusse

The purpose of this case report is to (1) to describe outputs of a change project at Muenster University of Applied Sciences (Germany), which targeted its “operational core” of…

63

Abstract

Purpose

The purpose of this case report is to (1) to describe outputs of a change project at Muenster University of Applied Sciences (Germany), which targeted its “operational core” of professors and (2) on this basis to derive ideas on how to ensure a high level of pervasion of change projects in the higher education sector.

Design/methodology/approach

The author compiled data on the extent to which the project has penetrated the organisation derived from the project documentation, discusses satisfaction with the level of pervasion and presents four approaches to increase the level of organisational pervasion for similar projects. These were developed in introspective observations by the project team during project execution (2011–2021).

Findings

The level of pervasion achieved by the project was judged to be satisfactory overall, but in principle still capable of being increased, as there are clear differences between subject disciplines. Four approaches to increase the level of pervasion are derived: (1) explicit attention to and monitoring of informal structures, (2) use of milieu-specific segmentation techniques of target groups, (3) variations of the way change objectives are presented within the organisation and (4) a dynamisation of stakeholder management.

Practical implications

The paper offers guidance to change managers in higher education institutions on how to improve the planning phase of change projects. It is essential for change projects to achieve their intended outcome (project outcome) that the organisation is sufficiently pervaded in quantitative terms (project outputs). The recommendations presented in this paper should be of interest to all higher education staff involved in change management, as they can help to increase the level of organisational pervasion.

Originality/value

Although Higher Education Institutions (HEIs) are considered to be a type of organisation that is difficult to change, change projects are an integral part of their management practice, follow one another at an increasing pace and are often being driven forward in a network of several parallel projects. This paper presents recommendations to increase the success of change projects in HEIs. In summary, the recommendations suggest breaking down organisation-wide change projects to the organisational meso level.

Details

International Journal of Educational Management, vol. 38 no. 2
Type: Research Article
ISSN: 0951-354X

Keywords

Access Restricted. View access options
Book part
Publication date: 17 October 2018

Leopold Ringel

According to popular belief, transparency is a versatile tool for the governance of organizations: it is supposed to help in mitigating problems such as corruption, economic…

Abstract

According to popular belief, transparency is a versatile tool for the governance of organizations: it is supposed to help in mitigating problems such as corruption, economic deficiencies, and a lack of legitimacy. However, is it a truly effective panacea, as it has been envisioned by its advocates? Empirical research gives reason to doubt, indicating that there is a wide gap between the idealized expectations of transparency and its practical merits. Organizations face severe difficulties when they try to implement such measures, especially because their daily activities often deviate significantly from societal expectations. Putting a combination of Erving Goffman’s frontstage/backstage theory and Niklas Luhmann’s sociological systems theory to use, this chapter conceptualizes organizations as social entities constantly engaged in boundary-maintenance, which not only comprises – in Luhmannian terms – “operative closure” (the autonomy of a system from direct influence of its environment) but also boundaries of visibility. It is thus not at all surprising that organizations regularly try to circumvent the implementation of transparency and develop new practices of secrecy. This chapter outlines an integrative conceptualization that enables researchers to reject mundane visions of how transparency ought to improve organizations, and suggests new pathways for empirical research.

Details

Toward Permeable Boundaries of Organizations?
Type: Book
ISBN: 978-1-78743-829-3

Keywords

Access Restricted. View access options
Book part
Publication date: 21 August 2017

Bernd Kleimann and Maren Klawitter

Decisions which are based on formally organized evaluation processes are widespread in the academic world. In order to develop a theoretical framework which can be used to…

Abstract

Decisions which are based on formally organized evaluation processes are widespread in the academic world. In order to develop a theoretical framework which can be used to systematically analyze various evaluation-based decision-making procedures, this chapter focuses on the example of appointment procedures for professorships in German universities. Drawing on systems theory, we start with theorizing universities as formal organizations in order to explain how organizational structures generally affect decision-making procedures. Then three dimensions of academic decision-making are introduced – temporal, social, and matter-of-fact – which are the main cornerstones of our analytical framework. By applying this framework to appointment procedures for professorships, different phases can be distinguished (temporal), participants and their interests as well as their influence potentials come into view (social), and different types of criteria for assessing the candidates can be identified (matter-of-fact). The exemplary application of the framework shows its analytical advantages as an adaptable means of investigating a broader array of (academic) evaluation-based decision-making procedures.

Access Restricted. View access options
Book part
Publication date: 17 October 2018

Leopold Ringel, Petra Hiller and Charlene Zietsma

Boundaries are a popular topic among organizational researchers, many of whom argue that over the past decade we have witnessed a trend toward permeable boundaries and in some…

Abstract

Boundaries are a popular topic among organizational researchers, many of whom argue that over the past decade we have witnessed a trend toward permeable boundaries and in some cases a blurring between organization and environment. Contrary to received wisdom, we argue that the question as to whether organizational boundaries have become more permeable or not cannot be decided empirically but is mainly a theoretical issue. Whether or not data indicate permeability or impermeability depends on the theoretical lens employed. Against this backdrop, we review how two prominent approaches to the study of boundaries, sociological systems theory and new institutionalism, not only arrive at different conclusions but also mandate diverging avenues of research. We focus in depth on several empirical trends: advances in information and communication technologies, increasingly dynamic fields and markets, invasive transparency regimes, and meta-organizations. We then introduce the contributions in this volume, showing how they elaborate on these and other empirical trends, drawing on different theoretical perspectives, to advance our understanding of the importance of boundaries within and around organizations.

Details

Toward Permeable Boundaries of Organizations?
Type: Book
ISBN: 978-1-78743-829-3

Keywords

Access Restricted. View access options
Article
Publication date: 18 June 2020

Olaf Hoffjann, Karina Hoffstedde and Franziska Jaworek

Although the market for communication consultancies has been booming worldwide for many years now, there are still only a handful of theoretical concepts and empirical findings…

573

Abstract

Purpose

Although the market for communication consultancies has been booming worldwide for many years now, there are still only a handful of theoretical concepts and empirical findings pertaining to communication consulting. This is the fundamental starting point for this paper, which sets out to answer the following research questions: What is the function of communication consulting? What are the differences between consultants' expectations of consulting and those of clients? How do consultants and clients deal with the contradiction between proximity and distance? What are the potential threats to the autonomy of consulting?

Design/methodology/approach

The paper combines a theoretical framework of communication consulting with a survey of German communication consultants and clients.

Findings

First, a theoretical framework is developed in which communication consulting is defined as follows: First, it opens up decision-related contingency and thus produces additional options for managing communicative relationships with internal and external target groups, before helping to close decision-related contingency. The results of the survey show that the expectations of clients and consultants for communication consulting are largely similar. In the closing dimension especially, most clients share the active role of self-conception of most consultants. On the other hand, in some opening activities, clients wish for more critical, independent and courageous consulting.

Research limitations/implications

The scope of the empirical material is limited to communication consultants and clients in Germany and may therefore not be valid in other cultural contexts.

Originality/value

The paper closes a gap in both theory building and empirical research in communication consulting. The theory presented conceives of communication consulting as a hybrid of management consulting and process consulting and, in addition to the opening dimension, also takes the closing dimension of consulting into consideration for the first time. The study reveals a certain schizophrenia in clients: on the one hand, clients demand more critical consultants and thus call for more distance; on the other hand, clients prefer to be close to their consultants, particularly if they wish to work with them for the long-term.

Details

Journal of Communication Management, vol. 25 no. 1
Type: Research Article
ISSN: 1363-254X

Keywords

Access Restricted. View access options
Article
Publication date: 1 March 2005

Monika Broecker

Presents an “in memoriam” tribute to Heinz von Foerster.

576

Abstract

Purpose

Presents an “in memoriam” tribute to Heinz von Foerster.

Design/methodology/approach

Outlines his work.

Findings

Introduces his inspiring contributions in the applied sciences and to the more general researches on the theoretical and practical implications of the cybernetic epistemology.

Originality/value

Gives insights to the importance of the work of von Foerster.

Details

Kybernetes, vol. 34 no. 3/4
Type: Research Article
ISSN: 0368-492X

Keywords

Access Restricted. View access options
Article
Publication date: 24 April 2009

M. Darío Rodríguez and F. René Ríos

Paternalism in labour relationships is characteristic of Chilean and Latin American firms. Despite its empirical and practical relevance it lacks adequate conceptual elaboration…

797

Abstract

Purpose

Paternalism in labour relationships is characteristic of Chilean and Latin American firms. Despite its empirical and practical relevance it lacks adequate conceptual elaboration so that it remains an opaque real drive that cannot be managed. This paper seeks to propose some conceptual distinctions to help clarify its meaning.

Design/methodology/approach

Using the social systems theory of Niklas Luhmann, paternalism is analysed as semantics which makes three main aspects visible: interests, autonomous decisions and responsibility that are seen as different sources of risk and danger for the workers. Paternalism is allegedly a protective device.

Findings

Paternalism is reinforced and reproduced by distrust in the workers' capacities to make decisions on their own and it becomes a justification to keep wages low, hinder delegation and becomes an ideology that justifies gaps between productivity and compensation.

Research limitations/implications

Paternalism is difficult to operationalize in order to make empirical observations, but through qualitative analysis we were able to characterize it with two examples. This will help empirical research to continue on a more appropriate conceptual basis.

Practical implications

HRM practices should consider that paternalism is present as an expectation and that management should know that it can also pervade administration despite its modernized appearance.

Originality/value

Since paternalism pervades expectations in opaque ways, it sets limits to management's capacities to administer human resources in a modern way. Awareness of this fact allows its comprehension and the ability to properly deal with it.

Details

Employee Relations, vol. 31 no. 3
Type: Research Article
ISSN: 0142-5455

Keywords

1 – 10 of 13
Per page
102050