Search results

1 – 10 of 26
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…

1147

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

Article
Publication date: 4 March 2014

Merlin David Stone and Neil David Woodcock

The purpose of this article is to explain how the management of the two areas business intelligence (BI) and customer insight (CI) needs to be brought together to support a…

20135

Abstract

Purpose

The purpose of this article is to explain how the management of the two areas business intelligence (BI) and customer insight (CI) needs to be brought together to support a company's interactive marketing.

Design/methodology/approach

The article is based on the author's work in consultancy and in assessing client company's customer management capabilities and performance, as well as a review of some of the literature on BI and CI.

Findings

The article suggests that companies need to pay close attention to the governance of BI, as a self-service approach to BI becomes increasingly used by CI teams.

Research limitations/implications

The review of literature carried out by the authors suggests that the interface between BI and CI is poorly researched and would benefit from a significant research effort.

Originality/value

The focus on the interface between BI and CI is relatively new. The authors hope that it will trigger significant research.

Details

Journal of Research in Interactive Marketing, vol. 8 no. 1
Type: Research Article
ISSN: 2040-7122

Keywords

Content available

Abstract

Details

Measuring Business Excellence, vol. 8 no. 3
Type: Research Article
ISSN: 1368-3047

Content available
Article
Publication date: 4 March 2014

Debra Zahay

773

Abstract

Details

Journal of Research in Interactive Marketing, vol. 8 no. 1
Type: Research Article
ISSN: 2040-7122

Book part
Publication date: 12 December 2023

Michael Dunn, Isabel Munoz, Clea O’Neil and Steve Sawyer

In this chapter, we theorize about online freelancers’ approaches to work flexibility. Drawing from an ongoing digital ethnography of US-based online freelancers pursuing work on…

Abstract

In this chapter, we theorize about online freelancers’ approaches to work flexibility. Drawing from an ongoing digital ethnography of US-based online freelancers pursuing work on digital platforms, our data question the common conceptualizations around the flexibility of online freelancing. We posit that the flexibility of where to work, not when to work, is the most important attribute of their work arrangement. Our data show (1) the online freelancers in our study prefer the stability and sustainability of full-time work over freelancing when both are offered as remote options; (2) full-time remote employment increases these workers’ freelancing control / flexibility; (3) these workers keep freelance work options open even as they transition to more permanent full-time work arrangements. We discuss how these findings relate to workplace culture shifts and what this means for contemporary working arrangements. Our insights contribute to the discourses on knowledge-based gig work and for what it means to study individuals online.

Book part
Publication date: 6 April 2023

David Arditi

Abstract

Details

Digital Feudalism: Creators, Credit, Consumption, and Capitalism
Type: Book
ISBN: 978-1-80455-769-3

Article
Publication date: 14 August 2007

Rodney McAdam, William Keogh, Renee S. Reid and Neil Mitchell

The purpose of this research is to evaluate the longitudinal effect of innovation programmes on improving the process of innovation in manufacturing SMEs. The process of…

3307

Abstract

Purpose

The purpose of this research is to evaluate the longitudinal effect of innovation programmes on improving the process of innovation in manufacturing SMEs. The process of innovation in organisations covers people, process and technology. Therefore interventions in the form of innovation improvement programmes often require high levels of complexity. This complexity is compounded in SMEs, where issues such as scarce resources and skill shortages must be recognised.

Design/methodology/approach

A multiple case research methodology combined with an innovation evaluation model is used to evaluate the longitudinal effect of an innovation intervention programme, which combined taught modules and Critical Action Learning networks over an eighteen month period. Within‐group comparisons are made.

Findings/research implications

The findings reveal that SMEs, which have high levels of innovation improvement, adopted a broad process based approach to innovation rather than using a narrow technical definition of innovation. These SMEs also developed a process of critically reflective action learning to ground the innovation in organisational practice.

Originality/value

There is a paucity of longitudinal research studies on innovation interventions in SMEs.

Details

Journal of Small Business and Enterprise Development, vol. 14 no. 3
Type: Research Article
ISSN: 1462-6004

Keywords

Book part
Publication date: 13 August 2018

Robert L. Dipboye

Abstract

Details

The Emerald Review of Industrial and Organizational Psychology
Type: Book
ISBN: 978-1-78743-786-9

Book part
Publication date: 29 August 2022

Aaditeshwar Seth

Abstract

Details

Technology and (Dis)Empowerment: A Call to Technologists
Type: Book
ISBN: 978-1-80382-393-5

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…

16237

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

1 – 10 of 26