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Article
Publication date: 9 July 2019

Anthony Larsson and Ellen Broström

Customer feedback is believed to provide an important retailer metric. Notwithstanding, customer retention still presents a challenge in today’s increasingly digitalised business…

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Abstract

Purpose

Customer feedback is believed to provide an important retailer metric. Notwithstanding, customer retention still presents a challenge in today’s increasingly digitalised business environment. The insurance industry has recently begun its digitalisation process and is struggling with customer retention. Hence, the purpose of this paper is to investigate the recurrent trends in the academic discourse surrounding this topic.

Design/methodology/approach

This narrative review has documented journal publications from January 2000 to February 2018, using the PRISMA statement. The Web of Science and SCOPUS databases were examined for prior studies of digitalisation and customer loyalty in an insurance setting.

Findings

The most recurrent themes were those deemed to be of most interest to the wider academic community and in greatest need of additional research. Expressed as a “conditional statement” this is summarised as: “IF [most recurring] THEN [need for further research]”. Most articles were published in UK-based journals, with most first authors listed in the USA as their country of origin. The articles most commonly discussed the need for “Proactive retention”, i.e. taking pre-emptive action to secure customer loyalty. This exposes a gap with extant theories on customer loyalty/customer retention, which favours customer feedback as an important metrics.

Research limitations/implications

The articles investigated were not ranked beyond mentioning the number of publications found in each respective journal, as to determine any distinguishable patterns of publication.

Practical implications

The need for studies on “Proactive retention” is likely desirable also in other areas than insurance.

Originality/value

The study exposes a gap in extant theory, which mostly discusses retention from a posteriori knowledge. However, most examined literature is actually calling for a priori knowledge.

Details

Marketing Intelligence & Planning, vol. 38 no. 2
Type: Research Article
ISSN: 0263-4503

Keywords

Article
Publication date: 4 September 2017

Anthony Larsson and Yamit Viitaoja

The purpose of this paper is to investigate the perceptions among representatives from various established major Swedish banks in how they experienced the digitalisation process…

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Abstract

Purpose

The purpose of this paper is to investigate the perceptions among representatives from various established major Swedish banks in how they experienced the digitalisation process and its impact on customer relations.

Design/methodology/approach

Data were gathered through a series of semi-structured in-depth interviews with managers representing different banks with profound insight in the banks’ digitalisation process and its effects on customer relations/satisfaction and digitalisation.

Findings

The results showed that half of the respondents experienced the same area posing the greatest challenge. This was rooted in the perceived insecurity around what the bank assumed to know about its customers’ proficiency and experiences, and what the customers appeared to actually know.

Research limitations/implications

This study was conducted as an Interpretative Phenomenological Analysis (IPA) study of various major Swedish banks, which may limit the external validity of its results. Other limitations are also discussed in the paper.

Practical implications

By identifying the aspects of a digital banking that bank managers perceive to be more advantageous or challenging towards cultivating the relationship with its customers, bank managers should garner an awareness of being able to more effectively develop appropriate strategies in addressing the bank’s customers.

Originality/value

The area is vastly under-researched. The study contributes to the literature of digital channels and its perceived effects on customer loyalty from a managerial perspective. The results show that some of the present customer loyalty theory needs to be revised in order to accommodate for the era of digitalisation.

Details

International Journal of Bank Marketing, vol. 35 no. 6
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 6 November 2018

Anthony Larsson

This paper aims to study the definition and formation of Skunk Works and how it may present itself as a viable theoretical alternative to other mainstream concepts of…

Abstract

Purpose

This paper aims to study the definition and formation of Skunk Works and how it may present itself as a viable theoretical alternative to other mainstream concepts of collective/corporate entrepreneurships, while dissecting some of the prevalent misconceptions of the extant literature regarding the application of Skunk Works.

Design/methodology/approach

This is a literature-based conceptual study that compares and differentiates various forms of group entrepreneurships as discussed in the academic debate.

Findings

This study shows how Skunk Works differs from other forms of collective/corporate entrepreneurship through its seven dimensions (isolation, customer needs, focus, planning, trusted project manager, cross-functional teams and leveraging overlaps) while challenging the dominant extant contenders of collective/corporate entrepreneurship.

Practical implications

Skunk Works remains a sustainable form of entrepreneurship, and it is still viable to consider it as a practical construct for smaller as well as larger organisations as a means of solving complicated innovative tasks requiring a multidisciplinary team with expert competence in a relatively quicker period of time.

Social implications

Organisations may take greater initiatives towards assembling entrepreneurial teams in the Skunk Work tradition.

Originality/value

As a means of understanding collective/corporate entrepreneurship, this study dissects some of the original fundamental cornerstones of Skunk Works entrepreneurship in an effort to present it as a viable alternative construct to the dominant construct of entrepreneurial orientation as well as other extant constructs.

Details

Journal of Research in Marketing and Entrepreneurship, vol. 21 no. 1
Type: Research Article
ISSN: 1471-5201

Keywords

Article
Publication date: 17 June 2022

Janandani Nanayakkara, Gail Boddy, Gozde Aydin, Krupa Thammaiah Kombanda, Christel Larsson, Anthony Worsley, Claire Margerison and Alison O. Booth

During the COVID-19 pandemic people worldwide in the same household spent more time together and school children engaged in remote learning throughout extended lockdowns and…

Abstract

Purpose

During the COVID-19 pandemic people worldwide in the same household spent more time together and school children engaged in remote learning throughout extended lockdowns and restrictions. The present study aimed to explore parents' perceptions of their involvement and enjoyment in food-related interactions with their children during coronavirus disease 2019 (COVID-19)-associated lockdowns/restrictions and changes in their children's food intake, especially children's lunches during the remote learning period.

Design/methodology/approach

Data from parents (n = 136) were collected via an online survey in 2020. Parents' responses to closed-ended questions were analysed via descriptive statistics and open-ended responses were analysed thematically.

Findings

Most parents (62%) reported that they interacted more with their school-aged (5–17 years) children about food during COVID-19 compared to pre-pandemic times. These interactions included cooking, menu planning, eating, conversations around food, and gardening. Most parents (74%) prepared meals with their children during the pandemic and most of them (89%) reported that they enjoyed it. Most parents (n = 91 out of 121) perceived that their children's lunches during remote learning were different to when attending school in person and these changes included eating hot and home-cooked food and more elaborate meals.

Originality/value

This study sheds important insights into a sample of Australian parents' food-related interactions with their school-aged children during the COVID-19 pandemic and associated lockdowns and parents' observations and perceptions of changes in the children's food intake during the remote learning period.

Details

British Food Journal, vol. 125 no. 3
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 1 May 1996

Sven Modell

Notes the increasing interest in management accounting research in service organizations, even though it can still be said to be in an embryonic phase. Reviews the accounting and…

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Abstract

Notes the increasing interest in management accounting research in service organizations, even though it can still be said to be in an embryonic phase. Reviews the accounting and control implications of specific characteristics perceived to distinguish service organizations which have been observed in previous research in management accounting and service management. States that a review of previous research reveals an undue over‐emphasis on structural accounting implications at the expense of the behavioural side of accounting and control. Includes a case study in a public sector dental practice, with particular reference to the coexistence of formal and informal controls and formalization of control processes. Develops a framework consisting of a number of related research propositions and outlines future directions for research.

Details

International Journal of Service Industry Management, vol. 7 no. 2
Type: Research Article
ISSN: 0956-4233

Keywords

Article
Publication date: 1 October 1997

Sven Modell

States that theoretical constructs of organizational technology in pervasive use in contingency research in management accounting and control can be criticized for failing to…

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Abstract

States that theoretical constructs of organizational technology in pervasive use in contingency research in management accounting and control can be criticized for failing to capture the open systems character of service processes. Attempts to reassess the conceptualization of service technology and applies an approach to responsibility accounting in professional services . Explores implications for two core elements of responsibility accounting: its character as a hierarchical control arrangement and the degree of controllability of performance measures, at a conceptual level and in the context of a public sector dental practice. Based on this empirical confrontation and previous research, develops a contingency framework linking responsibility accounting to modified service technology constructs through a number of research propositions.

Details

International Journal of Service Industry Management, vol. 8 no. 4
Type: Research Article
ISSN: 0956-4233

Keywords

Book part
Publication date: 31 January 2015

Erel Avineri and Eran Ben-Elia

This chapter explores Prospect Theory — a descriptive model of modelling individual choice making under risk and uncertainty, and its applications to a range of travel behaviour…

Abstract

Purpose

This chapter explores Prospect Theory — a descriptive model of modelling individual choice making under risk and uncertainty, and its applications to a range of travel behaviour contexts.

Theory

The chapter provides background on Prospect Theory, its basic assumptions and formulations, and summarises some of its theoretical developments, applications and evidence in the field of transport research.

Findings

A body of empirical evidence has accumulated showing that the principle of maximisation of expected utility provides limited explanation of travel choices under risk and uncertainty. Prospect Theory can be seen as an alternative and promising framework for travel choice modelling (although not without theoretical and practical controversy). These findings are supported by empirical observations reported in the literature reviewed in this chapter.

Originality and value

The chapter provides a detailed account of the design and results of accumulated research in travel behaviour research that is based on Prospect Theory’s observations, insights and formulations. The potential of Prospect Theory for particular decision-making in travel behaviour research is articulated, main findings are presented and discussed, and limitations are identified, leading to further research needs.

Details

Bounded Rational Choice Behaviour: Applications in Transport
Type: Book
ISBN: 978-1-78441-071-1

Keywords

Book part
Publication date: 14 September 2022

Stefan Breet and Lotte Glaser

Scholars typically view cross-legacy boundary spanners – employees who develop and maintain social relationships with coworkers from both legacy organizations – as the key…

Abstract

Scholars typically view cross-legacy boundary spanners – employees who develop and maintain social relationships with coworkers from both legacy organizations – as the key integrators in mergers and acquisitions (M&As). Organizations even formally appoint employees with cross-legacy responsibilities to support the post-merger integration process. Recent research has started to emphasize, however, how difficult it can be to reap the benefits of a boundary-spanning position. Building and maintaining formal or informal boundary-spanning ties is costly because it requires time, attention, and political savviness. To better understand the perks and pitfalls of cross-legacy boundary-spanning, the authors identify and describe its structural and sociocultural dimensions and explain how they influence cross-legacy boundary-spanning in M&A contexts. The authors argue that the two dimensions can be seen as boundary conditions to the positive relationship between cross-legacy boundary spanning and post-merger integration. This chapter highlights the potential dark side of cross-legacy boundary-spanning and proposes a multi-dimensional model to explain how cross-legacy boundary spanners can avoid the pitfalls and promote the perks of their position in support of successful post-merger integration.

Article
Publication date: 18 October 2022

Joel Barnes and Tamson Pietsch

The purpose of this article is to introduce the themed section of History of Education Review on “The History of Knowledge and the History of Education”, comprising four empirical…

Abstract

Purpose

The purpose of this article is to introduce the themed section of History of Education Review on “The History of Knowledge and the History of Education”, comprising four empirical articles that together seek to bring the history of education into fuller dialogue with the approaches and methods of the nascent field of the history of knowledge.

Design/methodology/approach

This introductory article provides a broad overview of the history of knowledge for the benefit of historians of education, introduces the four themed section articles that follow, and draws out some of their overarching themes and concepts.

Findings

The history of knowledge concept of “arenas of knowledge” emerges as generative across the themed section. Authors also engage with problems of the legitimacy of knowledges, and with pedagogy as practice. In addition, focusing on colonial and postcolonial contexts raises reflexive questions about history of knowledge approaches that have so far largely been developed in European and North American scholarship.

Originality/value

The history of education has not previously been strongly represented among the fields that have gone into the formation of the history of knowledge as a synthetic, interdisciplinary approach to historical studies. Nor have historians of education much engaged with its distinguishing concepts and methodologies. The themed section also extends the history of knowledge itself through its strong focus on colonial and postcolonial histories.

Book part
Publication date: 1 October 2018

Paula Rowe

Abstract

Details

Heavy Metal Youth Identities: Researching the Musical Empowerment of Youth Transitions and Psychosocial Wellbeing
Type: Book
ISBN: 978-1-78756-849-5

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