Search results

1 – 10 of over 1000
Article
Publication date: 5 December 2023

Pimsiri Aroonsri and Oliver Stephen Crocco

The purpose of this study is to understand the scope and nature of information sharing as a form of workplace learning among gig workers.

Abstract

Purpose

The purpose of this study is to understand the scope and nature of information sharing as a form of workplace learning among gig workers.

Design/methodology/approach

Data were collected from public social media communities of gig workers in Thailand. In total, 338 posts and 3,022 comments on the posts were analyzed (data corpus N = 3,360). Thailand was selected for the context of this study given its high level of social media penetration, a high percentage of digital service consumption of internet users and the prevalence of app-based gig workers. This study used thematic analysis using inductive and semantic coding to generate themes.

Findings

Findings showed two overarching themes of information sharing, which included on-the-job experience and inquiries. One surprising finding was the extent to which gig workers used social media to help others even when it potentially undermined their success.

Research limitations/implications

This study adds evidence to the role of information sharing in workplace learning and illustrates how gig workers who do not have access to traditional training and learning opportunities use social media communities to fill this need.

Originality/value

Given the surge of digitalization and internet infrastructure leading to the rise of gig work worldwide, this study provides a closer look at how gig workers are using social media communities to facilitate workplace learning and support one another amid otherwise difficult and insecure working conditions. It also discusses the role that culture plays in facilitating a cooperative rather than a competitive environment among drivers.

Details

Journal of Workplace Learning, vol. 36 no. 1
Type: Research Article
ISSN: 1366-5626

Keywords

Article
Publication date: 1 February 1996

Stephen Oliver and James J.H. Harrison

Uses the Business Development Consultancy as a case study to demonstrate how a training and development function responded to the working for patient reforms in the NHS. Offers an…

2568

Abstract

Uses the Business Development Consultancy as a case study to demonstrate how a training and development function responded to the working for patient reforms in the NHS. Offers an example of how change can be managed effectively when moving from a bureaucratic to enterprise culture. Emphasizes dealing with the human side (including the casualties of the change) and obtaining ownership of the change and focuses on how the mind set needs to shift. Highlights that change is more than implementation of a new organizational structure or set of rules. Reinforces that change is continuous and requires continual monitoring and review. Ends by stating that change from bureaucracy to enterprise may be difficult but can be achieved successfully.

Details

Health Manpower Management, vol. 22 no. 1
Type: Research Article
ISSN: 0955-2065

Keywords

Book part
Publication date: 13 January 2021

Dieter Declercq

Abstract

Details

Satire, Comedy and Mental Health: Coping with the Limits of Critique
Type: Book
ISBN: 978-1-83909-666-2

Case study
Publication date: 24 April 2024

Elliott N. Weiss, Oliver Wight and Stephen E. Maiden

This case studies the growth of OYO Hotels (OYO) to illustrate the operational processes necessary to succeed in the service sector. The case allows for a discussion of employee…

Abstract

This case studies the growth of OYO Hotels (OYO) to illustrate the operational processes necessary to succeed in the service sector. The case allows for a discussion of employee- and customer-management systems, tech-driven solutions, and profit drivers. The material unfolds OYO's growth and its solution for making economy hotels discoverable and bookable online.

The case raises a series of questions around OYO's business model, its ability to translate across global markets, and growth potential. It has been successfully taught in a second-year MBA class on the management of service operations.

Details

Darden Business Publishing Cases, vol. no.
Type: Case Study
ISSN: 2474-7890
Published by: University of Virginia Darden School Foundation

Keywords

Abstract

Details

Satire, Comedy and Mental Health: Coping with the Limits of Critique
Type: Book
ISBN: 978-1-83909-666-2

Book part
Publication date: 4 September 2003

Michael W Preis, Salvatore F Divita and Amy K Smith

Missing in most of the research on selling has been an examination of the process from the point of view of the customer. When satisfaction in selling has been considered…

Abstract

Missing in most of the research on selling has been an examination of the process from the point of view of the customer. When satisfaction in selling has been considered, researchers have focused on the satisfaction of the salesperson with his job and/or the impact of this job satisfaction on performance (e.g. Bluen, Barling & Burns, 1990; Churchill, Ford & Walker, 1979; Pruden & Peterson, 1971). To concentrate on salesperson performance while neglecting customers is to ignore the most important half of the relationship between buyers and sellers and entirely disregards the marketing concept and the streams of research in customer satisfaction. This research takes a different approach and examines customers’ satisfaction with salespeople.

Details

Evaluating Marketing Actions and Outcomes
Type: Book
ISBN: 978-0-76231-046-3

Book part
Publication date: 29 July 2011

Rebekah Russell-Bennett and Charmine E.J. Härtel

Emotions are part of everyday life and how we feel influences our behavior as a parent, child, partner, friend, employee, employer, consumer, and service provider. While there is…

Abstract

Emotions are part of everyday life and how we feel influences our behavior as a parent, child, partner, friend, employee, employer, consumer, and service provider. While there is extensive knowledge of decision-making in consumer behavior, little is known about consumer emotional responses (Bagozzi, Gopinath & Nyer, 1999) and the impact this has on organizations. Complaints that are not handled effectively can result in substantial damage to a company, both materially and to its reputation and relationships, in particular third party complaints which have a significant impact on organizations. This chapter provides a taxonomy of emotions expressed in complaint behavior to third parties based on analyses of transcripts of four focus groups' discussion of service failures and the events and feelings leading to complaint behavior to a third party. Our research demonstrates that consumers will pursue a service encounter gone wrong for days or months, feeling intense emotions that create severe physical consequences, even when the money at stake is trivial. We propose that the emotional motivations for complaints may be more powerful in driving behavior than previously recognized and that organizations need to address emotional concerns in a more-informed manner to achieve more effective complaint handling.

Details

What Have We Learned? Ten Years On
Type: Book
ISBN: 978-1-78052-208-1

Article
Publication date: 1 April 1998

Stephen Oliver and Peter Tonks

The BDC has implemented several team briefing schemes into various NHS organisations over the last seven years. Evaluation over the last three years has highlighted several…

2559

Abstract

The BDC has implemented several team briefing schemes into various NHS organisations over the last seven years. Evaluation over the last three years has highlighted several problems with the team briefing system. The article explores these and suggests ways of overcoming the problems with clear, definable actions. It highlights that the basic team briefing model is sound but that organisations need to consider their commitment and whether the culture is compatible or not with some reinforcement of certain processes which includes training team briefers and having effective feedback as part of the process. The article concludes that team briefing is a useful tool, which can help organisations communicate effectively with their employees.

Details

Health Manpower Management, vol. 24 no. 2
Type: Research Article
ISSN: 0955-2065

Keywords

Article
Publication date: 1 April 1991

John S. Hassard and Stephen J. Procter

The introduction of cellular manufacture in two factories isexamined. In the first factory, the economic difficulties driving thechanges were anticipated rather than being felt…

Abstract

The introduction of cellular manufacture in two factories is examined. In the first factory, the economic difficulties driving the changes were anticipated rather than being felt. Its most pressing problem was how to divide its products into the “families” necessary for cellular production. It was decided that this division should to some extent determine what products should be produced rather than vice versa. For the second factory, where economic difficulties were already present, the stage had been reached at which it had to be decided who was to work in the cells. Though the decisions had been made, they had not been communicated to the workforce for fear of disrupting current production. In both cases it can be seen that in order to gain the benefits of cellular manufacture, fundamental changes have to be made not only in the production process but also in the management of human resources.

Details

Personnel Review, vol. 20 no. 4
Type: Research Article
ISSN: 0048-3486

Keywords

Article
Publication date: 5 October 2010

Min Gyung Kim, Chenya Wang and Anna S. Mattila

The goal of the present conceptual paper is to integrate two streams of literature related to service failures: customer complaining behaviors (CCB) and service recovery…

12154

Abstract

Purpose

The goal of the present conceptual paper is to integrate two streams of literature related to service failures: customer complaining behaviors (CCB) and service recovery literature. The suggested conceptual framework intends to broaden the thinking on consumers' complaint handling processes for hospitality institutions.

Design/methodology/approach

A model is proposed that integrates the service recovery and CCB literatures under a single framework. A careful literature review is performed to justify the conceptual framework.

Findings

The framework offers a starting point for broadening the thinking on consumers' complaint handling processes.

Research limitations/implications

Systematic empirical research is needed to test the integrative model.

Originality/value

This paper offers insight for hospitality managers into how to effectively deal with dissatisfied customer experiences.

Details

International Journal of Contemporary Hospitality Management, vol. 22 no. 7
Type: Research Article
ISSN: 0959-6119

Keywords

1 – 10 of over 1000