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Article
Publication date: 3 October 2016

Julie Robson, Yasmin Sekhon and Haomin Simon Ning

Using role theory, this paper aims to focus on business-to-business inter-personal relationships and the strain such relationships can have on the individual. How is this strain…

Abstract

Purpose

Using role theory, this paper aims to focus on business-to-business inter-personal relationships and the strain such relationships can have on the individual. How is this strain expressed, and what are the implications for the future of these relationships?

Design/methodology/approach

Thirty in-depth interviews were conducted with experienced account managers. The relationship under scrutiny was the inter-personal relationship that exists between the account managers of UK insurance brokers and their business customers.

Findings

The study found account managers use a range of resources to support their inter-personal relationships. Where there was a mismatch in the perception of relationship closeness, this did result in role strain for the account managers. In particular, resentment was expressed over time being taken from their working day and their personal life and the impact this had on their work–life balance.

Practical implications

Identification and an understanding of role strain in inter-personal relationships enables firms to provide support, guidance and training to their employees on how best to manage such relationships. Identifying when and in what ways strain can occur enables firms to identify and take steps to avoid relationship disintegration.

Originality/value

This is one of a few papers to provide empirical evidence of the role strain in inter-personal relationship from an individual employee’s perspective. Identification of the personal resources used in inter-personal relationships may prove useful for other researchers working in this under-researched area. In addition, the in-depth interviews highlighted the often overlooked subtleties within relationships and issues that can trigger relationship strain.

Details

Journal of Business & Industrial Marketing, vol. 31 no. 8
Type: Research Article
ISSN: 0885-8624

Keywords

Book part
Publication date: 14 November 2022

Aude Le Guennec, Clare Rose, Laetitia Barbu, Anne-Charlotte Hartmann-Bragard, Maija Nygren and Yasmin Sekhon Dhilon

As a significant part of childhood material culture, children's clothes contribute to shaping their social identity and gender, as well as to developing and supporting their…

Abstract

As a significant part of childhood material culture, children's clothes contribute to shaping their social identity and gender, as well as to developing and supporting their interactions with their environment related to their age. The focus on children's education and well-being is essential. Their voices should be emphasised in the interest of promoting an inclusive future in both research on children's material culture and in practice. However, despite the daily nature of children's interaction with clothing, their relationship with clothes is ignored and methods to support an analysis of it are lacking. An investigation of children's clothing behaviour is needed to better understand children's agency, to influence industry experts and to encourage policymakers to engage more sustainably with children's fashion. IN2FROCC (Interdisciplinary and International Network for Research on Children and Clothing) is comprised of historians, anthropologists, sociologists, ethnologists, museum curators, childhood practitioners, designers, industry representatives and children united in an investigation into children's clothes around the globe, historically and in social ecosystems. This network seeks to engage in an innovative, inclusive and organic manner with current research on children's dress codes, fashion and clothes to establish a deeper understanding of children's clothing interactions. This chapter will present the initial reflections and actions of this network, creating impactful methods for participative children's clothing culture and design.

Details

Establishing Child Centred Practice in a Changing World, Part A
Type: Book
ISBN: 978-1-80117-407-7

Keywords

Article
Publication date: 11 October 2011

Julie Robson and Yasmin Sekhon

The purpose of this paper is to report on HEIF4 funded research exploring the important areas of research currently being conducted by insurance research practitioners and to…

1517

Abstract

Purpose

The purpose of this paper is to report on HEIF4 funded research exploring the important areas of research currently being conducted by insurance research practitioners and to identify the key challenges they face when conducting this research.

Design/methodology/approach

Empirical data was collected via ten in‐depth telephone interviews and two separate round table group discussions with research practitioners in the general insurance sector.

Findings

Three key challenges were identified: over‐researching and respondent fatigue; the increasing use of incentives and the emergence of professional respondents; and the problem of ensuring research credibility. The findings reveal the need to update research practices, to take account of the changing context within which research is undertaken, discussing research methodologies and social issues as well as the evolving and ever changing nature of research.

Research limitations/implications

The study focused on the general insurance sector. The challenges identified reflect in part the unique nature of this sector but are likely to be equally applicable to other financial services sectors. It would therefore be useful to explore the prevalence of these challenges in other financial sectors.

Practical implications

The paper calls on academic researchers to address the challenges identified. Research practitioners want further information, guidance and to learn from “best practice” on how new research techniques can be used to provide quality and timely research; the impact incentives have on research in a business and management context; and how the value of research can be measured. These implications are discussed against a financial backdrop and take account of academic, practitioner and industry challenges.

Originality/value

Academic research on marketing in the insurance context remains scant. This paper highlights the needs and challenges of this sector.

Details

International Journal of Bank Marketing, vol. 29 no. 7
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 1 August 2005

Mathew Joseph, Yasmin Sekhon, George Stone and Julie Tinson

Purpose – The current exploratory study is an attempt to discover the underlying areas of dissatisfaction associated with the banking experience in the UK, particularly as it…

6426

Abstract

Purpose – The current exploratory study is an attempt to discover the underlying areas of dissatisfaction associated with the banking experience in the UK, particularly as it relates to the implementation of new service delivery technology in the banking industry. Design/methodology/approach – The data for this study was collected in two stages. In stage one, three focus groups were conducted using bank customers from the southern part of the USA to generate items important to users of financial services in the USA. These items were then considered by a number of bank customers in the UK (Bristol and Bournemouth area) to insure equivalence of constructs and measurements. Stage two involved distributing 300 surveys to a convenience sample of electronic banking customers from the sampling area of interest in the UK. In order to qualify, respondents had to have used one of the available electronic banking services offered by the bank at least once during the previous month. Findings – The importance‐performance grid demonstrates that two of the factors and their underlying attributes fall into the “Keep up the good work” quadrant and the other two factors fall into the “Low priority” quadrant. The first two are areas the organization needs to allocate resources in order to maintain the level of service they provide their clients. From a strategic point of view, this grid provides a tool for strategy development as it gives a clear picture of the factors that are critical for resource allocation. Research limitations/implications – The primary limitation of this study is the scope and size of its sample. Nonetheless, the study does provide evidence for the development and use of the I‐P grid for preliminary identification and assessment of customer measures of service quality. Originality/value – By demonstrating the feasibility of the approach taken by the study, it should be possible for financial institutions to utilize similar procedures when evaluating the overall satisfaction levels of their customers’ banking experience. It also allows service providers to consider the changing needs and wants of customers’ in the financial sector.

Details

International Journal of Bank Marketing, vol. 23 no. 5
Type: Research Article
ISSN: 0265-2323

Keywords

Content available
Book part
Publication date: 14 November 2022

Abstract

Details

Establishing Child Centred Practice in a Changing World, Part A
Type: Book
ISBN: 978-1-80117-407-7

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