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Article
Publication date: 19 March 2019

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.

Details

The Bottom Line, vol. 32 no. 1
Type: Research Article
ISSN: 0888-045X

Keywords

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Article
Publication date: 23 November 2018

Merlin Stone, Eleni Aravopoulou, Geraint Evans, Esra Aldhaen and Brett David Parnell

This paper reviews the literature on information mismanagement and constructs a typology of misinformation that can be applied to analyse project planning and strategic…

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Abstract

Purpose

This paper reviews the literature on information mismanagement and constructs a typology of misinformation that can be applied to analyse project planning and strategic planning processes to reduce the chances of failure that results from information mismanagement. This paper aims to summarize the research on information mismanagement and provide guidance to managers concerning how to minimize the negative consequences of information mismanagement and to academics concerning how to research and analyse case studies that might involve information mismanagement.

Design/methodology/approach

Literature review accompanied by conceptual analysis.

Findings

Information mismanagement is widespread in organizations, so all those involved in managing and researching them need to be far more aware of the damage that can be done by it.

Research limitations/implications

The research is based on the Western society (Europe and North America). The same research should be carried out in other parts of the world. Also, all the case studies could usefully be investigated in more depth to apply the taxonomy.

Practical implications

Managers should be much more aware of their own and others’ tendencies to mismanage information to their own benefit.

Social implications

Stakeholders in public sector activities, including citizens, should be much more aware of the tendency of the government and the public sector to mismanage information to justify particular policy approaches and to disguise failure.

Originality/value

The taxonomy on information mismanagement is original, as is its application to project planning and strategic decision-making.

Details

The Bottom Line, vol. 32 no. 1
Type: Research Article
ISSN: 0888-045X

Keywords

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Article
Publication date: 23 December 2020

Merlin Stone, Eleni Aravopoulou, Ryan Stott, Brett David Parnell, Jon Machtynger, Bryan Foss and Liz Machtynger

The purpose of this paper is to show how the business model of the information and communications technology (ICT) industry has evolved and the general differences that…

Abstract

Purpose

The purpose of this paper is to show how the business model of the information and communications technology (ICT) industry has evolved and the general differences that evolution has made to information management.

Design/methodology/approach

Literature review was carried out accompanied by conceptual analysis.

Findings

It shows that changes in the business model of the ICT industry have been quite dramatic and have led to significant changes in the structure of the industry.

Research limitations/implications

This research is based on analysis of the ICT industry. The analysis could be broadened to include other industries. Research into business model change should consider adopting the evolutionary approach taken in this paper.

Practical implications

Managers in the ICT industry should factor the likely evolution of business models in their industry into their planning.

Social implications

Government policymakers considering how to stimulate the development of the ICT industry in their country should be aware of the moving nature of their target.

Originality/value

This is one of the first papers to apply the evolutionary approach to business model change.

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Article
Publication date: 14 August 2017

Brett David Parnell, Ryan Stott, Merlin Stone, Eleni Aravopoulou and Lucy Timms

The purpose of this paper is to explore the role of analysts in providing information to support business model innovation.

Abstract

Purpose

The purpose of this paper is to explore the role of analysts in providing information to support business model innovation.

Design/methodology/approach

This paper is based on initial research by two of the co-authors on business models (Stott et al., 2016), to which is added the experience of members of the team in working in strategic analyst firms or in working closely with clients of business analyst firms and further secondary data.

Findings

The findings of this paper show that analysts could do more to help their clients capture the opportunities and meet the threats of business model innovation, but this may require business leaders and analyst firms to think differently about their mutual relationship, particularly the briefs that clients provide analysts and how analysts aggregate information to provide a clearer picture of business model choices and their likely consequences.

Research limitations/implications

This paper needs confirmation of views by primary empirical research.

Practical implications

This study identifies the need for firms to brief their analysts to provide much enhanced information concerning business model opportunities and threats, and for teachers and researchers in marketing to become more closely acquainted with the business model literature and analyst reports and processes.

Social implications

As the idea of business model change becomes a more acceptable part of the strategic armoury of firms, the understanding of the information requirements to support such change to become more widely understood, and business model change to be consequently more common can be expected. This paper contributes to the understanding of the information requirements involved in such changes.

Originality/value

This study highlights the gap in the discussion of information provision to business leaders concerning business model innovation requirements and threats.

Details

The Bottom Line, vol. 30 no. 2
Type: Research Article
ISSN: 0888-045X

Keywords

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Book part
Publication date: 24 March 2021

Nirit Weiss-Blatt

Abstract

Details

The Techlash and Tech Crisis Communication
Type: Book
ISBN: 978-1-80043-086-0

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Article
Publication date: 1 September 1970

THE Conservative Government elected on June 18th last has lost no time in putting into practice its avowed principle of reducing direct taxation. Late in July it flew a…

Abstract

THE Conservative Government elected on June 18th last has lost no time in putting into practice its avowed principle of reducing direct taxation. Late in July it flew a kite through an inspired leak showing that it intended to save millions on education, one small part of which would be £10 million, purporting to be “saved” by making readers pay for books borrowed through public libraries. First indications of this were in a story included in The Guardian, Daily Telegraph and other papers, and as this story was not denied by the Government, the Library Association thought it proper to issue a press statement immediately, with the message that the Association was totally opposed to the introduction of such charges.

Details

New Library World, vol. 72 no. 3
Type: Research Article
ISSN: 0307-4803

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Article
Publication date: 18 January 2022

Ebina Justin M.A. and Manu Melwin Joy

The three objectives served by this review are to provide readers a limpid insight about the topic performance management (PM), to analyse the latest trends in PM…

Abstract

Purpose

The three objectives served by this review are to provide readers a limpid insight about the topic performance management (PM), to analyse the latest trends in PM literature and to illustrate the theoretical perspectives. It would be fascinating for the practitioners and researchers to see the latest trends in the PM system, which is not yet covered in previous reviews. The study covers the historical and theoretical perspectives of human resource management practices. We also try to unveil some of the theoretical debates and conflicts regarding the topic.

Design/methodology/approach

We reviewed 139 studies on PM published within the last 20 years (2000–2020). The method used here is the integrative review method. The criteria used to determine studies are articles from peer-reviewed journals regarding the PM system published between 2000 and 2020. The initial search for studies was conducted using an extensive journal database, and then an intensive reference-based search was also done. Each selected article was coded, themes were identified, and trends for every 5 years were determined. All the articles were analysed and classified based on the methodology used to identify qualitative and quantitative studies.

Findings

The review concludes that PM literature's emphasis shifted from traditional historical evaluations conducted once or twice a year to forward-looking, feedback-enriched PM systems. By segregating the studies into 5-year periods, we could extract five significant trends that prevailed in the PM literature from 2000 to 2020: reactions to PM system, factors that influence PM system, quality of rating sources, evaluating the PM system and types of the PM system. The review ends with a discussion of practical implications and avenues for future research.

Research limitations/implications

It is equally a limitation and strength of this paper that we conducted a review of 139 articles to cover the whole works in PM literature during the last 20 years. The study could not concentrate on any specific PM theme, such as exploring employee outcomes or organizational outcomes. Likewise, the studies on public sector and non-profit organizations are excluded from this review, which constitutes a significant share of PM literature. Another significant limitation is that the selected articles are classified only based on their methodology; further classification based on different themes and contexts can also be done.

Originality/value

The study is an original review of the PM literature to identify the latest trends in the field.

Details

Journal of Management History, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1751-1348

Keywords

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