Search results

1 – 10 of over 41000
To view the access options for this content please click here
Article
Publication date: 24 June 2019

Ye-Eun Won, Jiwon Kang, Daejin Choi, Eunil Park and Jinyoung Han

With the rapidly improving communication technologies, a growing number of people communicate with each other in online environments. In particular, social networking…

Abstract

Purpose

With the rapidly improving communication technologies, a growing number of people communicate with each other in online environments. In particular, social networking services (SNSs) are one of the widely used and common places that enable active communication among users. To understand what drives successful online conversations in SNSs, this study aims to explore the roles of posts and first comments in successful online conversations.

Design/methodology/approach

To address the purpose, the data of news-related channels in Reddit were collected and analyzed.

Findings

The study found that successful conversations tend to have the post and first comment with high scores. Also, the first comments in successful online conversations tend to be easier than those in other conversations.

Originality/value

The results reveal that successful online conversations can be generated not only with empathic posts but also with touching or attractive first comments. In other words, users are likely to participate in an online conversation that starts with an empathic post and first comment. Moreover, both practical and theoretical implications are presented.

Details

Kybernetes, vol. 49 no. 3
Type: Research Article
ISSN: 0368-492X

Keywords

Content available
Book part
Publication date: 19 October 2020

Anat Rafaeli, Galit Bracha Yom Tov, Shelly Ashtar and Daniel Altman

Purpose: To outline recent developments in digital service delivery in order to encourage researchers to pursue collaborations with computer science, operations research…

Abstract

Purpose: To outline recent developments in digital service delivery in order to encourage researchers to pursue collaborations with computer science, operations research, and data science colleagues and to show how such collaborations can expand the scope of research on emotion in service delivery.

Design/methodology/approach: Uses archived resources available at http://LivePerson.com to extract data based in genuine service conversations between agents and customers. We refer to these as “digital traces” and analyze them using computational science models.

Findings: Although we do not test significance or causality, the data presented in this chapter provide a unique lens into the dynamics of emotions in service; results that are not obtainable using traditional research methods.

Research limitations/implications: This is a descriptive study where findings unravel new dynamics that should be followed up with more research, both research using traditional experimental methods, and digital traces research that allows inferences of causality.

Practical implications: The digital data and newly developed tools for sentiment analyses allow exploration of emotions in large samples of genuine customer service interactions. The research provides objective, unobtrusive views of customer emotions that draw directly from customer expressions, with no self-report intervention and biases.

Originality/value: This is the first objective and detailed depiction of the actual emotional encounters that customers express, and the first to analyze in detail the nature and content of customer service work.

To view the access options for this content please click here
Book part
Publication date: 14 April 2021

Brian Glibkowski

Abstract

Details

Answer Intelligence
Type: Book
ISBN: 978-1-83982-870-6

To view the access options for this content please click here
Book part
Publication date: 17 February 2015

Stephen Sweet, Jacquelyn Boone James and Marcie Pitt-Catsouphes

Increased access to flexible work arrangements has the prospect of enhancing work-family reconciliation. Under consideration is extent that managers assumed lead roles in…

Abstract

Purpose

Increased access to flexible work arrangements has the prospect of enhancing work-family reconciliation. Under consideration is extent that managers assumed lead roles in initiating discussions, the overall volume of discussions that occurred, and the outcomes of these discussions.

Methodology/approach

A panel analysis of 950 managers over one and a half years examines factors predicting involvement in a change initiative designed to expand flexible work arrangement use in a company in the financial activities supersector.

Findings

The overall volume of discussions, and tendencies for managers to initiate discussions, is positively predicted by managers’ prior experiences with flexibility, training to promote flexibility, and supervisory responsibilities. Managers were more inclined to promote flexibility when they viewed it as a supervisory responsibility and when they believed that it offered career rewards. An experiment demonstrated that learning of professional standards demonstrated outside of one’s own unit increased promotion of flexible work options. Discussions of flexibility led to many more approvals than denials of use, and also increased the likelihood of subsequent discussions occurring, indicating that promoting discussions of flexible work arrangements can be a path toward expanding use.

Originality

The study identifies specific factors that can lead managers to support exploration of flexible work arrangement use.

Details

Work and Family in the New Economy
Type: Book
ISBN: 978-1-78441-630-0

Keywords

To view the access options for this content please click here
Book part
Publication date: 31 July 2020

Michael Beer

The field of organization development is about change and development of organizational systems. One of the major barriers to system change is organizational silence, the…

Abstract

The field of organization development is about change and development of organizational systems. One of the major barriers to system change is organizational silence, the fear of lower level to speak truth to power, and senior leaders' reluctance to seek the truth. Consequently, senior leaders whose role is to orchestrate strategic change that will develop the organization's capabilities do not know the whole truth about their system's capabilities to achieve its purpose and strategy and live to its values. Thirty years of enabling leaders to transform their organization through safe honest, collective, and internally public conversations using a structured process called the Strategic Fitness Process (SFP) has led to insights about why such conversations are powerfully transformative. After a brief description of the SFP, this chapter describes insights and supporting grounded data about why honest conversations were transformative when leaders fully embrace the practice and spirit of SFP. These insights were gained from facilitating and observing hundreds of honest conversations in progress. The findings have implications for how leaders aided by consultants can accelerate strategic change that will improve effectiveness and performance while simultaneously transforming trust and commitment.

To view the access options for this content please click here
Book part
Publication date: 27 March 2007

James D. Ludema and Marie E. Di Virgilio

In this paper, we offer a model of how leaders and managers can create energy for change by influencing patterns of conversation across the organization. We develop the…

Abstract

In this paper, we offer a model of how leaders and managers can create energy for change by influencing patterns of conversation across the organization. We develop the model by linking social constructionist thought with theory from the field of positive psychology. We propose that effective leaders work with others to co-author persuasive narratives of change that generate energy by providing people (including themselves) with a sense of autonomy, competence, and relatedness. Energy is expressed in the form of support, time, money, and resources, which contribute to the success of the work. Continuous attention to crafting persuasive narratives in a collaborative way creates upward spirals of energy, and increases the probability of successful change over time. We illustrate these ideas with a case study of a successful IT change initiative in a Fortune 100 insurance company, and conclude by discussing implications for research and practice.

Details

Research in Organizational Change and Development
Type: Book
ISBN: 978-1-84950-425-6

To view the access options for this content please click here
Book part
Publication date: 20 June 2017

David Shinar

Abstract

Details

Traffic Safety and Human Behavior
Type: Book
ISBN: 978-1-78635-222-4

To view the access options for this content please click here
Article
Publication date: 27 January 2021

Ahir Gopaldas, Marina Carnevale, Richard Kedzior and Anton Siebert

The marketing literature on service conversation in dyadic services has elaborated two approaches. An advisory approach involves providers giving customers expert advice…

Abstract

Purpose

The marketing literature on service conversation in dyadic services has elaborated two approaches. An advisory approach involves providers giving customers expert advice on how to advance difficult projects. By contrast, a relational approach involves providers exchanging social support with customers to develop commercial friendships. Inspired by the transformative turn in service research, this study aims to develop a third approach, one that helps customers to cultivate their own agency, potential and well-being.

Design/methodology/approach

The emergent model of service conversation is based on in-depth interviews with providers and clients of mental health services, including psychological counseling, psychotherapy and personal coaching.

Findings

A transformative approach to service conversation involves the iterative application of a complementary pair of conversational practices: seeding microtransformations by asking questions to inspire new ways of thinking, feeling and acting; and nurturing microtransformations via non-evaluative listening to affirm customers’ explorations of new possibilities. This pair of practices immediately elevates customers’ sense of psychological freedom, which, in turn, enables their process of self-transformation, one microtransformation at a time.

Practical implications

This study offers dyadic service providers a conceptual framework of advisory, relational and transformative approaches to service conversation for instrumental, communal and developmental service encounters, respectively. This framework can help dyadic service providers to conduct more collaborative, flexible and productive conversations with their customers.

Originality/value

Three approaches to service conversation – advisory, relational and transformative – are conceptually distinguished in terms of their overall aims, provider practices, customer experiences, customer outcomes, allocations of airtime, designations of expertise, application contexts, prototypical examples and blind spots.

Details

Journal of Services Marketing, vol. 35 no. 8
Type: Research Article
ISSN: 0887-6045

Keywords

To view the access options for this content please click here
Article
Publication date: 13 June 2016

Béchir Ben Lahouel and Nathalie Montargot

This paper aims to capitalize on a linguistic perspective to analyze the rhetoric of French leaders about organizational change.

Abstract

Purpose

This paper aims to capitalize on a linguistic perspective to analyze the rhetoric of French leaders about organizational change.

Design/methodology/approach

To address the research questions, the authors opted for a lexical content analysis. They use Ford and Ford’s (1995) change conversational framework and the speech act theory to analyze French CEOs’ letters to stakeholders, over the period 2007-2012.

Findings

The authors find that leaders’ rhetoric consists of three types of change conversations, namely, initiative, for understanding and for performance, that were underpinned by a network of assertive, expressive and commissive speech acts.

Practical implications

The results reveal that the communication of change to external stakeholders can be characterized as supportive change conversations, offering assurance on the necessity, appropriateness and expected benefits of change.

Originality/value

This paper is the first work, in the French context, which integrates change conversations and speech act perspectives to examine the way leaders communicate with external stakeholders through CEOs letters. Previous research focused specially on communicating change with internal stakeholders.

Details

European Business Review, vol. 28 no. 4
Type: Research Article
ISSN: 0955-534X

Keywords

To view the access options for this content please click here
Article
Publication date: 1 February 2002

John Ratcliffe

The future cannot be measured. foresight is largely a matter of conjecture, and at the heart of conjecture lies conversation. Organizations are essentially networks of…

Downloads
4676

Abstract

The future cannot be measured. foresight is largely a matter of conjecture, and at the heart of conjecture lies conversation. Organizations are essentially networks of personal interconnections based on conversation. Thus, in enabling complex adaptive organizations to look ahead, conversation, in one form or another, becomes a key component of strategic planning. This article describes the range of interview methods from structured to more active and creative methods and the emergence of “the strategic conversation”. The use of this technique is illustrated by examples.

Details

Foresight, vol. 4 no. 1
Type: Research Article
ISSN: 1463-6689

Keywords

1 – 10 of over 41000