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1 – 10 of over 3000
Article
Publication date: 8 February 2021

Ian R. Hodgkinson, Thomas W. Jackson and Andrew A. West

Customer experience is more critical than ever to firms’ successes and future growth opportunities. Typically measured through aggregate satisfaction scores, businesses have been…

2003

Abstract

Purpose

Customer experience is more critical than ever to firms’ successes and future growth opportunities. Typically measured through aggregate satisfaction scores, businesses have been criticized for oversimplifying what experience means. The purpose of this study is to provide a new perspective on experience management and offers a novel way forward for customer-centric strategizing.

Design/methodology/approach

Mapping the current digital technologies being used across businesses in all sectors to engage and connect with customers more effectively, this paper outlines some of the fundamental challenges of experience management and future opportunities to enhance business practice.

Findings

Businesses are capturing what they know about customers, rather than what a customer thinks and feels about the firm. Many experience management initiatives create customer pains (not gains), while for businesses, decision-making can be jeopardized by fake customer data. A framework based upon the five experience dimensions is presented for optimal customer-driven decision-making.

Practical implications

Going beyond aggregate satisfaction scores that serve as an output rather than an input into businesses strategizing, the paper presents an actionable framework for targeted investments and enhanced experience management practices.

Originality/value

Businesses are seeking to grow intelligent customer experience analysis capabilities to disrupt traditional business models toward greater customer-centricity and to track the digital spread of positive and negative experiences. Examining how this is being done and where the weaknesses lie by bridging management practice and the scientific literature, this paper provides new knowledge to advance customer-centric strategies for growth and profitability.

Details

Journal of Business Strategy, vol. 43 no. 2
Type: Research Article
ISSN: 0275-6668

Keywords

Article
Publication date: 30 January 2009

Andrew West

The purpose of this paper is to review the developments in South African corporate governance since the end of apartheid, with a view to identifying themes and points of…

6385

Abstract

Purpose

The purpose of this paper is to review the developments in South African corporate governance since the end of apartheid, with a view to identifying themes and points of convergence and/or divergence with other models.

Design/methodology/approach

The paper presents a critical review of South African corporate governance in the context of political and economic developments. Where relevant, aspects of corporate governance theory (in particular the stakeholder and shareholder debate) are considered in the South African context.

Findings

South African corporate governance can be seen to broadly follow Anglo‐American examples with the notable exception of the stakeholder approach of the two King reports. This approach emphasises the responsibilities of companies to various stakeholders and encourages stakeholder engagement as an integral element of company strategy. There has not, however, been any substantial incorporation of stakeholder interests into formal corporate governance structures such as board structure and financial reporting.

Practical implications

The ongoing consideration of corporate governance developments in South Africa is important for its continued development in the country and the region.

Originality/value

A review of South African corporate governance is timely given the probable release of the third King report in 2009, together with new company legislation.

Details

International Journal of Law and Management, vol. 51 no. 1
Type: Research Article
ISSN: 1754-243X

Keywords

Article
Publication date: 3 February 2012

Olivia M. Flaherty, Xiaoyun Cui, Divya Rajamohan, David Hutt, Chris Denning, Paul P. Conway and Andrew A. West

The purpose of this paper is to highlight a novel manufacturing process for a biochip with a multi‐electrode array (MEA) that is specifically designed for use in characterising…

Abstract

Purpose

The purpose of this paper is to highlight a novel manufacturing process for a biochip with a multi‐electrode array (MEA) that is specifically designed for use in characterising cardio‐active substances and to demonstrate a novel proposed solution prototype that has been constructed to meet the needs of end‐users.

Design/methodology/approach

Practical problems encountered with conventional MEA biochips are described and a novel biochip design to tackle these problems is presented. The manufacturing approach used to produce the prototypes of that design is described and depicted.

Findings

The novel prototype MEA biochips were successfully manufactured using conventional electronics manufacturing approaches. Prototypes demonstrated limited successes in the early stages of testing. Further revisions of the feature geometry are required to implement an alternative MEA biochip that is suitably reliable.

Research limitations/implications

Basic photolithography techniques have been used to construct a base substrate for proof‐of‐principle studies. Increased sophistication in manufacturing stages is required in future iterations of the proposed concept.

Originality/value

This paper introduces a problem encountered by MEA system adopters that requires a suitable solution. The scale up of an electronics manufacturing process‐based solution to the problems described holds much promise for the screening of new chemical entities.

Content available
Article
Publication date: 5 September 2016

Ellie (Larelle) Chapple

940

Abstract

Details

Accounting Research Journal, vol. 29 no. 3
Type: Research Article
ISSN: 1030-9616

Article
Publication date: 30 January 2009

G.J. Rossouw

The purpose of this paper is to investigate whether there is a global divergence or convergence with regard to the ethics of corporate governance.

7135

Abstract

Purpose

The purpose of this paper is to investigate whether there is a global divergence or convergence with regard to the ethics of corporate governance.

Design/methodology/approach

Regional perspectives on the ethics of corporate governance from four regions, namely, Africa, Asia, Continental Europe and North America are first briefly introduced and characterized in terms of distinctions between the ethics of governance and the governance of ethics, internal and external corporate governance, and shareholder and stakeholder orientations to corporate governance. Thereafter these regional perspectives are compared in order to determine whether there is a global divergence or convergence with regard to the ethics of corporate governance amongst these four regions of the world.

Findings

There are four factors that potentially may have an impact on the ethics of corporate governance, namely, patterns of ownership, the prevailing view of the role of the firm in a society, cultural and societal norms, and socio‐political priorities. The influence of these factors makes a global convergence on the ethics of corporate governance neither likely nor desirable.

Research limitations/implications

Not all regions of the world were included in this comparative study. Regions that need to be included in future studies are Latin America, Central Asia and the Middle East.

Practical implications

The main finding, namely, that a global convergence on the ethics of corporate governance is neither likely nor desirable, should be taken into consideration by promoters of global corporate governance standards.

Originality/value

Based on regional perspectives from Africa, Asia, Continental Europe and North America, the paper provides a global perspective on the question of whether there is global divergence or convergence with regard to the ethics of corporate governance amongst these four regions of the world.

Details

International Journal of Law and Management, vol. 51 no. 1
Type: Research Article
ISSN: 1754-243X

Keywords

Content available
Article
Publication date: 3 February 2012

Martin Goosey

278

Abstract

Details

Circuit World, vol. 38 no. 1
Type: Research Article
ISSN: 0305-6120

Article
Publication date: 1 July 2016

Steven K. Sakowicz

State and national standards compel teachers to introduce historical topics through multiple diverse texts, emphasizing the use of informational texts. Trade books allow teachers…

Abstract

State and national standards compel teachers to introduce historical topics through multiple diverse texts, emphasizing the use of informational texts. Trade books allow teachers to meet these standards while also meeting the needs of diverse students. Primary sources serve as an additional curricular resource filling the gaps in information not covered by textbooks and trade books and allowing students to gain a more complete and accurate understanding of historical figures and events. Standards leave the selection and implementation of appropriate trade books, primary sources, and other curricular resources to the classroom teacher. In this research, I qualify and quantify how President Andrew Jackson, a very controversial historical figure, is portrayed in trade books. Misrepresentations within trade books concerning Jackson are reported and analyzed. Suggestions and a rationale for trade book and primary source selection and implementation in elementary, middle, and secondary school are addressed.

Details

Social Studies Research and Practice, vol. 11 no. 2
Type: Research Article
ISSN: 1933-5415

Keywords

Article
Publication date: 10 February 2023

Andrew J. Spencer, Acolla Lewis-Cameron, Sherma Roberts, Therez B. Walker, Beienetch Watson and Larisa Monae McBean

This paper aims to provide a comparative analysis of sustainable tourism development across the Anglophone Caribbean region from the post-independence period of 1962 to the 2020s…

Abstract

Purpose

This paper aims to provide a comparative analysis of sustainable tourism development across the Anglophone Caribbean region from the post-independence period of 1962 to the 2020s. The perspective explores the implications of insularity, tourism investment and the pace of technology adoption on the potential realisation of the sustainable development goals (SDGs) in the islands of Jamaica, Barbados, Trinidad and Tobago and the Eastern Caribbean States.

Design/methodology/approach

The viewpoint uses secondary data from grey literature such as government policy documents, academic literature, newspapers and consultancy reports to explore the central themes and provide a conceptual framework for the paper.

Findings

The findings reveal that Caribbean Small Island Developing States (SIDS) are nearer to the light-green single-sector approach to sustainable tourism development. The overarching findings reveal that the region’s heavy focus on economic priorities results in less attention to competitiveness challenges such as environmental management, social equity and technological innovations.

Research limitations/implications

The research presents a comprehensive overview of the tourism development trajectory of other tourism-dependent island-states. The research offers lessons and cross-learning opportunities that may be useful to decision-makers within SIDS. The main limitation is that the findings may only be transferable and generalised to the extent that other jurisdictions bear similar macroeconomic governance structures and cultural characteristics to Caribbean SIDS.

Practical implications

This paper provides a meaningful discussion and contributes to the body of knowledge on the history of Caribbean tourism development, the challenges and future potential of sustainability and lends itself to opportunities for future research in the Caribbean and other SIDS.

Social implications

The study outlines the social implications for inclusive, responsible and sustainable tourism that can potentially take Caribbean SIDS from slow growth to efficiency in developing the tourism product, including the technological environment. This can reduce inequalities, contribute to socio-economic development and improve the region’s human capital.

Originality/value

This paper provides a comprehensive comparative analysis of Caribbean tourism development specific to Jamaica, Trinidad and Tobago, Barbados and the Eastern Caribbean States. No previous work has been done to compare tourism development within this grouping. Hence, this paper is essential in informing decision-makers and providing the foundation for continuing research in this area.

目的

这篇观点性论文对英语加勒比地区从1962年独立后到本世纪20年代的可持续旅游发展进行了比较分析。该研究前瞻性探讨了牙买加、巴巴多斯、特立尼达和多巴哥以及东加勒比国家的保守性、旅游投资和技术采用速度对潜在实现可持续发展目标的启示。

设计/方法/方法

该研究利用灰色文献中的二手数据, 如政府政策文件、学术文献、报纸和咨询报告, 进行中心主题探索, 并为论文提供概念性框架。

研究结果

研究结果显示, 加勒比小岛屿发展中国家(SIDS)更接近于以轻绿的单一部门方式实现可持续旅游发展。总体研究结果显示, 该地区过于关注经济优先事项, 导致对环境管理、社会公平和技术创新等竞争力挑战的关注较少。

研究局限/启示

本研究全面展现了一些依赖旅游发展的岛屿国家的旅游发展路径概览。这项研究为小岛屿发展中国家的决策者提供了可能有用的经验和交叉学习机会。本文研究局限在于, 只有在与加勒比小岛屿发展中国家类似的宏观经济管理结构和文化特征的行政区, 研究结果才可能转移和推广。

实践意义

这篇论文提供了有意义的讨论, 有助于认知加勒比旅游发展史、可持续发展的挑战和未来潜力, 并为加勒比和其他小岛屿发展中国家的未来研究提供了机会。

社会影响

该研究概述了包容性、负责任和可持续的旅游发展的社会启示, 这些启示可能使加勒比小岛屿发展中国家从缓慢发展转变为开发旅游产品(包括技术环境)的效率。这有助于减少不平等现象, 促进社会经济发展, 并改善该地区的人力资本。

独创性/价值

本文提供了加勒比旅游发展的综合比较分析, 具体到牙买加、特立尼达和多巴哥、巴巴多斯和东加勒比国家。此前没有研究对这些国家的旅游业发展进行比较。因此, 这篇论文为决策者提供必要信息和为这一领域的继续研究建立了基础。

Propósito

Este trabajo ofrece un análisis comparativo del desarrollo del turismo sostenible en toda la región del Caribe anglófono desde el período posterior a la independencia de 1962 hasta la década de 2020. Se explora las implicaciones de la insularidad, la inversión turística y el ritmo de adopción de la tecnología en la posible realización de los Objetivos de Desarrollo Sostenible (ODS) en las islas de Jamaica, Barbados, Trinidad y Tobago y los Estados del Caribe Oriental.

Diseño/metodología/enfoque

El análisis se basa en datos secundarios bibliográficos a partir de documentos de política gubernamental, literatura académica, periódicos e informes de consultoría para explorar los temas centrales y proporcionar un marco conceptual en este documento.

Conclusiones

Las conclusiones revelan que los pequeños estados insulares en desarrollo (Caribbean Small Island Developing States, SIDS) están más próximos del enfoque del turismo como único sector económico o sostenibilidad débil para el desarrollo del turismo sostenible. Las conclusiones generales revelan que la fuerte concentración de la región en las prioridades económicas hace que se preste menos atención a los retos de la competitividad, como la gestión medioambiental, la equidad social y las innovaciones tecnológicas.

Limitaciones/implicaciones de la investigación

La investigación presenta una visión global de la trayectoria de desarrollo turístico de otros Estados insulares dependientes del turismo. La investigación ofrece lecciones y oportunidades de aprendizaje que pueden ser útiles para los responsables de la toma de decisiones en los SIDS. La principal limitación es que las conclusiones sólo pueden ser transferibles y generalizadas en la medida en que otras jurisdicciones tengan estructuras de gobernanza macroeconómica y características culturales similares a las de los SIDS del Caribe.

Implicaciones practices

Este documento ofrece un análisis significativo y contribuye al conjunto de conocimientos sobre la historia del desarrollo del turismo en el Caribe, los retos y el potencial futuro de la sostenibilidad, y se presta a oportunidades para futuras investigaciones en el Caribe y otros SIDS.

Implicaciones sociales

El estudio esboza las implicaciones sociales del turismo inclusivo, responsable y sostenible que puede llevar a los SIDS del Caribe de un crecimiento lento a la eficiencia en el desarrollo del producto turístico, incluyendo el entorno tecnológico. Esto puede reducir las desigualdades, contribuir al desarrollo socioeconómico y mejorar el capital humano de la región.

Originalidad/valor

Este trabajo proporciona un análisis comparativo exhaustivo del desarrollo del turismo en el Caribe, específico para Jamaica, Trinidad y Tobago, Barbados y los Estados del Caribe Oriental. No se ha realizado ningún trabajo anterior para comparar el desarrollo del turismo dentro de esta agrupación. Por ello, este trabajo es esencial para informar a los responsables de la toma de decisiones y sentar las bases para continuar la investigación en este ámbito.

Article
Publication date: 1 May 1983

In the last four years, since Volume I of this Bibliography first appeared, there has been an explosion of literature in all the main functional areas of business. This wealth of…

16417

Abstract

In the last four years, since Volume I of this Bibliography first appeared, there has been an explosion of literature in all the main functional areas of business. This wealth of material poses problems for the researcher in management studies — and, of course, for the librarian: uncovering what has been written in any one area is not an easy task. This volume aims to help the librarian and the researcher overcome some of the immediate problems of identification of material. It is an annotated bibliography of management, drawing on the wide variety of literature produced by MCB University Press. Over the last four years, MCB University Press has produced an extensive range of books and serial publications covering most of the established and many of the developing areas of management. This volume, in conjunction with Volume I, provides a guide to all the material published so far.

Details

Management Decision, vol. 21 no. 5
Type: Research Article
ISSN: 0025-1747

Keywords

Book part
Publication date: 4 December 2020

Brandon Randolph-Seng, John Humphreys, Milorad Novicevic, Kendra Ingram and Foster Roberts

Scholars have begun calling for broader conceptualisations of moral disengagement processes that reflect the interaction of dispositional and situational antecedents to a

Abstract

Scholars have begun calling for broader conceptualisations of moral disengagement processes that reflect the interaction of dispositional and situational antecedents to a predilection to morally disengage. The authors argue that collective leadership may be one such contingent antecedent. While researching leaders from the Gilded Age of American business history, the authors encountered a compelling historical case that facilitates theory elaboration within these intersecting domains. Interpreting evidence from the embittered leader dyad of Andrew Carnegie and Henry Clay Frick, the authors show how leader egoism can permeate moral identity to promote symbolic moral self-regard and moral licensing, which augment a propensity to morally disengage. The authors use insights developed from our analysis to illustrate a process conceptualisation that reflects a dispositional and situational interaction as a precursor to moral disengagement and explains how collective leadership can function as a moral disengagement trigger/tool to reduce cognitive dissonance and support the cognitive, behavioural, and rhetorical processes utilised to justify unethical behaviour.

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