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Book part
Publication date: 2 February 2001

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Getting Better at Sensemaking
Type: Book
ISBN: 978-1-84950-043-2

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Article
Publication date: 1 April 2006

Per Darmer

The purpose of the paper is to argue that poetry should be integrated in research to a much larger extent than it is today, where poetry (at best) is considered inferior to…

833

Abstract

The purpose

The purpose of the paper is to argue that poetry should be integrated in research to a much larger extent than it is today, where poetry (at best) is considered inferior to research.

Design/methodology/approach

The arguments are based on qualitative studies of the Danish independent labels. The empirical data are applied both as backbone for and part of the article and its construction. The article argues with the help and illustration of own research and experience that poetry inspires, stimulates and develops the research process. Poetry should be considered as a way of writing alongside other writing styles that researchers apply to make sense of their fieldwork.

Findings

The different forms of reporting research can be used to give us different views, in general, and that poetry can be used throughout the research process to improve it, in particular. The paper provides some examples of how it can be done. It is certainly not an exhaustive list but inspirational for researchers to find new poetic ways to improve their research process.

Research limitations/implications

The article shows in practice (from own field research), the implications poetry might have on the research process, but it is limited related to all the non‐mentioned ways poetry could be helpful in the research process. The limitations are obviously those of the researcher, who has been reporting own experiences and ideas about how poetry improved his own research process. In other words: the limitations are found both in the imagination of the researcher and in the reported research.

Originality/value

The study and the reporting of it are original. No other articles have approached the subject in this particular way, making the article unique in form as well as contents. The article shows how poetry (the whole broad range of poetic forms) can contribute to research and the research process. The value of poetry is not limited to the research process it is exemplified by and related to in this article. It has value and can be applied far beyond that (e.g. to the practice of manager).

Details

Management Decision, vol. 44 no. 4
Type: Research Article
ISSN: 0025-1747

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Book part
Publication date: 2 February 2001

Torben Damgaard, Per V. Freytag and Per Darmer

This paper focuses on the use of qualitative studies in business to business research. It highlights some of the differences and similarities between qualitative methods to…

Abstract

This paper focuses on the use of qualitative studies in business to business research. It highlights some of the differences and similarities between qualitative methods to illustrate the methodological consequences of choosing one method in preference to another. Three methods are presented: The Case Study Method, Grounded Theory, and the Humanistic Inquiry. A general presentation of each of the methods is followed by a description of their use in practice—how is research planned and performed according to each method? Finally, a critical review of the three methods is made. it is emphasized that choice and use of qualitative method must be consistent with the problem, the type of explanation to be used, and the theory in use. Further, it is demonstrated how the choice of method will have crucial consequences for the direction and conclusion of a study. To use qualitative methods in business to business studies the researcher must meet critical methodological demands; why a method is chosen, how it can be used, and in which way it is possible to triangulate with other methods.

Details

Getting Better at Sensemaking
Type: Book
ISBN: 978-1-84950-043-2

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Article
Publication date: 1 August 2000

Per Darmer

Presents and criticizes the existing management literature. Shows that there exist unsolved problems and paradoxes in the existing functionalistic management theories. Contrasts…

3884

Abstract

Presents and criticizes the existing management literature. Shows that there exist unsolved problems and paradoxes in the existing functionalistic management theories. Contrasts the contingency and situational theories with a constructivistic alternative theory, and shows how the unsolved problems and paradoxes are solved, or become parts of the alternative constructivistic management theory. Argues that how these problems and paradoxes are solved is the foundation for an alternative management theory. Points out that the alternative management theory is to be empirically based. Empirical data is, therefore, essential in order to develop the alternative theory in more detail and make it more nuanced and sophisticated. Suggests that the two levels of the empirical phenomenological approach is applied and adjusted to collect and interpret the data, consisting foremost of unstructured in‐depth interviews with managers.

Details

Journal of Organizational Change Management, vol. 13 no. 4
Type: Research Article
ISSN: 0953-4814

Keywords

Available. Content available
Article
Publication date: 1 April 2006

Jane James and David Weir

445

Abstract

Details

Management Decision, vol. 44 no. 4
Type: Research Article
ISSN: 0025-1747

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Article
Publication date: 8 February 2016

Mikkel Mouritz Marfelt

– The purpose of this paper is to build on contemporary intersectional literature to develop a grounded methodological framework for the study of social differences.

3136

Abstract

Purpose

The purpose of this paper is to build on contemporary intersectional literature to develop a grounded methodological framework for the study of social differences.

Design/methodology/approach

A systematic literature review serves as the foundation for a discussion of the challenges associated with intersectional research. The findings assist in positioning the proposed methodological framework within recent intersectional debates.

Findings

The review shows a rise in intersectional publications since the birth of the “intersectionality” term in 1989. Moreover, the paper points to four tensions within the field: a tension between looking at or beyond oppression; a tension between structural-oriented and process-oriented perspectives; an apparent incommensurability among the macro, meso, and micro levels of analysis; and a lack of coherent methodology.

Research limitations/implications

On the basis of the highlighted tensions in contemporary research as well as the limitations of that research, the present presents a methodological framework and a discussion of the implications of that framework for the wider diversity literature.

Practical implications

The paper suggests an empirically grounded approach to studying differences. This provides an opportunity, for scholars and practitioners, to reassess possible a priori given assumptions, and open up to new explorations beyond conventional identity theorization.

Social implications

The paper suggests a need for an empirically grounded approach to studying social differences, which would not only create an opportunity to reassess common assumptions but also open up for explorations beyond conventional identity theorizations.

Originality/value

The framework departs from traditional (critical) diversity scholarship, as it is process oriented but still emphasizes stable concepts. Moreover, it does not give primacy to oppression. Finally, it adopts a critical stance on the nature of the macro, meso, and micro levels as dominant analytical perspectives. As a result, this paper focusses on the importance of intersectionality as a conceptual tool for exploring social differences.

Details

Equality, Diversity and Inclusion: An International Journal, vol. 35 no. 1
Type: Research Article
ISSN: 2040-7149

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Article
Publication date: 10 April 2017

Mao-Ying Wu, Philip Pearce and Wang Dong

This study aims to assess international customers’ experiences in the leading hotels of the iconic city of Shanghai.

1626

Abstract

Purpose

This study aims to assess international customers’ experiences in the leading hotels of the iconic city of Shanghai.

Design/methodology/approach

Leximancer, a qualitative analysis software program, was used to examine over 2,000 reviews appraising Shanghai’s superior hotels. The reviews were posted on Agoda.com.

Findings

Overall, the international tourists were actually quite satisfied with the superior Shanghai hotels. This study highlighted the continuing importance of the attentive and professional “staff”, physical attributes of the “hotel”, comfort of the “room”, “location”, proximity to a “shopping” area and co-creation possibilities to deliver some “beautiful” experiences. Segments of the market based on tourists’ origins, travel style and hotel management styles emphasized different expressive and instrumental features. Some strong commonalities were identified. The most satisfied customers, no matter what their backgrounds, were those who were more impressed with the expressive and intangible elements in the hotel, especially their interaction with and the service qualities of the hotels’ professional and attentive staff.

Practical implications

The work offers a potential range of insights and emphases for individual properties in Shanghai and other locations to help market and co-create experiences in their properties in distinctive ways.

Originality/value

The work is framed within the wider theoretical concerns of extending the meaning of co-creation in the experience economy. The work argues that co-creation is not limited to the on-site experience but rather that post-visit appraisals through user-generated contents constitute an extended form of interaction which may assist in understanding the full trajectory of the hotel experience.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 16 March 2015

Jon Sundbo

This paper aims to analyse the movement in the focus on customers within service management and marketing theories and service research that has taken place during the past three…

1892

Abstract

Purpose

This paper aims to analyse the movement in the focus on customers within service management and marketing theories and service research that has taken place during the past three decades. The paper addresses the question: How did we, in service research, change from emphasizing quality to emphasizing experience?

Design/methodology/approach

The paper analyses developments in service and experience theories. Experience has come onto the theoretical agenda, both in its own right and as a concept within service marketing and management theory.

Findings

Experience has increasingly been a concept that has replaced quality in service marketing theories. However, an independent experience economy paradigm has also emerged. Recently, the societal emphasis on productivity may lead back to functional quality re-emerges in theories; however, it will most likely be in a new version.

Originality/value

This analysis is a profound theory-critical analysis of the actually very widely used concept experience in service theories. The analysis present an understanding of what experience means in these theories and how it relates to the quality concept. This is an original contribution to a deeper understanding of service marketing and service quality theories.

Details

International Journal of Quality and Service Sciences, vol. 7 no. 1
Type: Research Article
ISSN: 1756-669X

Keywords

Available. Open Access. Open Access
Article
Publication date: 25 January 2018

Pedro Liberato, Elisa Alen and Dalia Liberato

The purpose of this paper is to emphasize the increasing importance of information and communication technologies (ICTs) in smart tourism destinations, in their integration in the…

14382

Abstract

Purpose

The purpose of this paper is to emphasize the increasing importance of information and communication technologies (ICTs) in smart tourism destinations, in their integration in the activity of the tourism companies, and in their interaction with visitors/tourists. In summary, it is intended to evaluate in the city of Porto how the use of technology before, during and after the visit influences the tourist experience.

Design/methodology/approach

The authors empirically investigate the importance of using ICTs during tourism experience, assess the access/availability of ICT at the destination and its importance in tourist’s decisions. It is analyzed if the applications and/or information available on the internet are important and positively influence the tourism experience in Porto, that is, the degree of tourist satisfaction. The empirical evidence is based on a quantitative analysis, using a data set involving 423 tourists in the city of Porto.

Findings

The importance of the internet access at the destination, especially in places like airports and hotels, since most tourists are primarily using their mobile devices and computers during the trip, and the existing information technologies available in the destination (internet, smartphones or other mobile devices and applications) are considered very important in explaining tourists’ experience.

Originality/value

This study identifies the strengths and weaknesses of the technological strategies, providing useful information for destination management, discussing innovation in tourism, and proposing a framework that empirically evaluates how technological components used in smart tourism destinations can improve tourists’ experiences.

Details

European Journal of Management and Business Economics, vol. 27 no. 1
Type: Research Article
ISSN: 2444-8451

Keywords

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Book part
Publication date: 4 May 2021

Vandana Srivastava, Sanjeev Kishore and Deepika Dhingra

Over the last decade, customer experience management has gradually emerged as the most important activity for organisations. Organisations have turned towards leveraging the…

Abstract

Over the last decade, customer experience management has gradually emerged as the most important activity for organisations. Organisations have turned towards leveraging the ubiquitous and easy-to-use technology in enhancing and enabling experience for the time-crunched customers of today who are looking for greater convenience and choices. It is therefore not surprising that disruptive technologies such as smartphones, virtual and augmented reality, cloud computing, big data analytics, Internet of things, artificial intelligence and robotics have also found their way into the design of customer experience. This chapter aims to present an overview of the technologies that have transformed the customer experience landscape. This chapter contributes by showcasing two illustrative cases from very diverse domains, a private sector bank and a public sector transportation organisation, to elucidate how India, a rapidly developing economy, is embracing technology to enhance the customer experience.

Details

Crafting Customer Experience Strategy
Type: Book
ISBN: 978-1-83909-711-9

Keywords

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