Appreciating your staff makes sound business sense

2015 ◽  
Vol 23 (2) ◽  
pp. 31-33 ◽  
Author(s):  
Paul White
Keyword(s):  
Customer Satisfaction ◽  
Design Methodology ◽  
Internal Conflict ◽  
Staff Turnover ◽  
Content Type ◽  
Team Members ◽  
Employee Recognition ◽  
Quality Of Work ◽  
Practical Implications

Purpose – Advances the view that showing appreciation to employees makes sound business sense. Design/methodology/approach – Observes that many employee-recognition schemes currently fail to achieve their goal and explains how to rectify this. Findings – Explains that when employees do not feel appreciated, bad things happen in the organization, with higher rates of tardiness, more absenteeism, increased internal theft by employees and managers, higher staff turnover, more internal conflict and stress among team members, a drop in productivity and the quality of work and lower customer-satisfaction ratings. Practical implications – Describes how team members feel appreciated when appreciation is: communicated regularly; given in language and actions important to the recipient; delivered individually and about him or her personally; and viewed as being authentic. Social implications – Highlights how organizations can improve the performance of their employees. Originality/value – Concludes that the key is to communicate authentic appreciation in the ways that are meaningful to team members.

Authentic appreciation creates a winning workforce

2015 ◽  
Vol 23 (1) ◽  
pp. 25-27
Author(s):  
Paul White
Keyword(s):  
Customer Service ◽  
Design Methodology ◽  
Social Implications ◽  
Staff Turnover ◽  
Content Type ◽  
Team Members ◽  
Practical Implications

Purpose – Emphasizes the importance of keeping staff happy and feeling appreciated and reveals how best to do this. Design/methodology/approach – Shows what happens when employees do not feel valued and explains how best to correct this. Findings – Claims that when employees do not feel valued, staff dissatisfaction, tension in the office, more errors, poor customer service and higher staff turnover may follow. Practical implications – Describes how team members feel appreciated when appreciation is: communicated regularly; in the language and actions important to the recipient; delivered individually and is about him or her personally; and when the appreciation is viewed as being authentic. Social implications – Reveals that almost 80 per cent of people who quit their jobs cite not feeling valued as a key reason. Originality/value – Shows how communicating appreciation effectively can help to transform the workplace.

Service recovery for moderate and high involvement services

2015 ◽  
Vol 29 (5) ◽  
pp. 331-343 ◽  
Author(s):  
Silke Bambauer-Sachse ◽  
Landisoa Eunorphie Rabeson
Keyword(s):  
Customer Satisfaction ◽  
Design Methodology ◽  
Service Failure ◽  
Service Recovery ◽  
Level Of Service ◽  
High Involvement ◽  
Content Type ◽  
Failure Severity ◽  
Future Consumption ◽  
Practical Implications

Purpose – The purpose of this study is to determine which level of tangible compensation for a service failure leads to high levels of customer satisfaction for moderate- versus high-involvement services as well as for different conditions of responsibility for the failure and failure severity. Design/methodology/approach – The study is based on a 4 (tangible compensation: gift, discount, credit for future consumption, refund) × 2 (responsibility for the failure: restaurant vs customer) × 2 (failure severity: low vs high) × 2 (involvement: moderate vs high) design using scenarios in a restaurant context. Findings – The results reveal that, for moderate-involvement services, all types of compensation are equally appropriate, except for when customers are responsible for a severe failure. In this condition, they expect tangible compensation of higher benefit. For high-involvement services, the more severe the failure, the higher the benefit of tangible compensation should be, independent of responsibility. Practical implications – The findings suggest that managers should consider the level of service involvement as well as responsibility for and severity of the failure when choosing the level of tangible compensation. Originality/value – The results of this study provide new insights into how to choose appropriate and efficient service recovery measures.

scholarly journals Accounting for the messiness of the research process: the fieldpath approach

2018 ◽  
Vol 13 (4) ◽  
pp. 315-332 ◽  
Author(s):  
Perttu Salovaara
Keyword(s):  
Qualitative Research ◽  
Design Methodology ◽  
Research Process ◽  
Content Type ◽  
Environmental Consequences ◽  
Human Ethics ◽  
Conceptual Paper ◽  
The Common ◽  
Practical Implications

Purpose It has recently become more acknowledged that there is a quality of “messiness” to the qualitative research process. The purpose of this paper is to introduce the fieldpath approach—a hermeneutically inspired framework—to account for the non-linearity, uncertainty and ambiguity of the research process. Design/methodology/approach This conceptual paper reviews how the scope of hermeneutics has been partly misunderstood. The paper discusses how the scope of hermeneutics has lately been expanded by works such as Günter Figal’s (2010) Objectivity: The Hermeneutical and Philosophy. Findings The fieldpath approach proposes that a heightened relation to materiality enables the messiness of the process to be preserved, while at the same time offering a way to find one’s footing in the midst of ontologically incomplete phenomena that are still—in a processual fashion—forming and becoming. Research limitations/implications This is a conceptual paper. In addition to the research mentioned here, more studies would be needed to legitimise, test and refine the approach. Practical implications Objectivity provides an additional criterion for researchers to lean on when facing the non-linearity and unexpected turns inherent in the qualitative research process. Social implications The stress on materiality involves an ethical dimension. Post-human ethics are concerned with the future environmental consequences and sustainability of the material world. The way that matter matters in our methodologies is of primary importance. Originality/value First, the paper emphasises that hermeneutics, contrary to the common perception, does offer criteria for evaluating between interpretations. Second, it introduces the notion of hermeneutic objectivity, which stresses the importance of materiality for interpretations. Third, it introduces the fieldpath approach, which, based on the previous criterion of hermeneutic objectivity, allows for the messiness of the research process, while also preserving a tight grip on the hermeneutic imperative of “understanding in a new way”.

How despotic leadership jeopardizes employees' performance: the roles of quality of work life and work withdrawal

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shazia Nauman ◽  
Connice Zheng ◽  
Ameer A. Basit
Keyword(s):  
Job Performance ◽  
Work Life ◽  
Mediating Effect ◽  
Quality Of Work Life ◽  
Content Type ◽  
Quality Of Work ◽  
Study Results ◽  
Harmful Effects ◽  
Practical Implications

PurposeThis study contributes to the leadership literature by examining how and when despotic leadership jeopardizes employees' performance. Specifically, we examine whether employees' job performance could be harmed by despotic supervision through employees' work withdrawal behaviour. Moreover, we investigate whether the quality of work-life (QWL) helps in toning down the harmful effects of despotic supervision on work withdrawal.Design/methodology/approachWe used a multi-wave research design with data collected from 195 employees and their supervisors working in Pakistan's manufacturing sector. At time 1, we measured the independent variable (i.e. despotic leadership) and moderator (QWL), whereas, at time-2, the mediator (work withdrawal) was tapped by the same respondent with a time interval of three weeks between them. At time 3, the outcome (supervisor-rated job performance) was assessed directly by the supervisors.FindingsThe results support the mediating effect between despotic leadership and employees' performance through an enhanced level of work withdrawal behaviour. The effect of despotic leadership on job performance via work withdrawal behaviour was found to be weaker among employees with a higher level of QWL.Practical implicationsFor individuals, QWL serves as an enhancement of personal resources to deal with despotic leaders at the workplace; for organizations, our study results alert managers and leaders at the workplace to address employees' need for QWL as this positive resource may discourage work withdrawal behaviour and stimulate employees to perform well in their jobs despite facing despotic supervision.Originality/valueThis study contributes to the leadership literature by introducing work withdrawal as an underlying mechanism to explain the despotic leadership – job performance relationship. Further, we examined how the harmful effects of despotic leadership can be toned down through the moderating variable of QWL thus having practical implications for both employers and employees.

Copa America: a resource-based theory of football talent

2019 ◽  
Vol 25 (3/4) ◽  
pp. 176-191
Author(s):  
Peter Omondi-Ochieng
Keyword(s):  
Logistic Regression ◽  
Design Methodology ◽  
Binary Logistic Regression ◽  
Content Type ◽  
Independent Variables ◽  
Football Team ◽  
Practical Implications ◽  
Resource Based Theory

Purpose Guided by the resource-based theory, the purpose of this study was to predict the role of football talent in the Federation Internationale de Football Association (FIFA) rankings of the men’s national football teams in the Copa America zone. Design/methodology/approach The study used archival data of Copa American national football teams. The dependent variable was FIFA rankings, and the independent variables were football talent (measured by the stocks of amateur footballers, professional footballers and football officials). Statistical analysis was performed using Kendall tau statistic and binary logistic regression. Findings The binary logistic regression results indicated that FIFA rankings were statistically and significantly associated with the stock of football officials and professional footballers – but not amateur footballers. The predictive model explained 80 per cent of the variance. Research limitations/implications The study focused exclusively on the stock of football talent in each nation, and not alternative determinants of national football team competitiveness as economic power and quality of professional football leagues, among others. Practical implications The stocks of professional footballers and football officials are valuable sources of competitive advantage (CA) in national football team rankings. Originality/value The study highlighted the uniqueness and distinctiveness of a nation possessing large stocks of professional footballers which can boost the CA and rankings of Copa American national football teams.

Establishing an ISO 10001-based promise in inpatients care

2015 ◽  
Vol 28 (2) ◽  
pp. 100-114
Author(s):  
Mohammad Ashiqur Rahman Khan ◽  
Stanislav Karapetrovic
Keyword(s):  
Health Care ◽  
Customer Satisfaction ◽  
Design Methodology ◽  
The Other ◽  
Content Type ◽  
Health Care Settings ◽  
Research Participants ◽  
Program Manager ◽  
Practical Implications ◽  
Specific Health

Purpose – The purpose of this paper is to explore ISO 10001:2007 in planning, designing and developing a customer satisfaction promise (CSP) intended for inpatients care. Design/methodology/approach – Through meetings and interviews with research participants, who included a program manager, unit managers and registered nurses, information about potential promises and their implementation was obtained and analyzed. A number of promises were drafted and one was finally selected to be developed as a CSP. Findings – Applying the standard required adaptation and novel interpretation. Additionally, ISO 10002:2004 (Clause 7) was used to design the feedback handling activities. A promise initially chosen for development turned out to be difficult to implement, experience that helped in selecting and developing the final promise. Research participants found the ISO 10001-based method useful and comprehensible. Practical implications – This paper presents a specific health care example of how to adapt a standard’s guideline in establishing customer promises. The authors show how a promise can be used in alleviating an existing issue (i.e. communication between carers and patients). The learning can be beneficial in various health care settings. Originality/value – To the knowledge, this paper shows the first example of applying ISO 10001:2007 in a health care case. A few activities suggested by the standard are further detailed, and a new activity is introduced. The integrated use of ISO 10001:2007 and 10002:2004 is presented and how one can be “augmented” by the other is demonstrated.

TIP TIG: new technology for welding

2007 ◽  
Vol 34 (6) ◽  
pp. 462-466 ◽  
Author(s):  
Mike Wilson
Keyword(s):  
Design Methodology ◽  
New Technology ◽  
Cost Savings ◽  
Mig Welding ◽  
Typical Application ◽  
Good Opportunity ◽  
Content Type ◽  
Welding Technology ◽  
Practical Implications

PurposeThe paper aims to report on a new welding technology, TIP TIG.Design/methodology/approachThe principle of operation and benefits of the technology are described together with a typical application.FindingsThe study finds that the technology provides the quality of TIG welding at the speeds of MIG welding, providing significant cost savings to the user.Practical implicationsTIP TIG provides a good opportunity for all users of robotic MIG welding to improve the quality of their product and reduce their costs.Originality/valueThe paper introduces a new and useful technology to the robot industry.

scholarly journals Accountability and responsibility defined

2018 ◽  
Vol 11 (3) ◽  
pp. 687-707 ◽  
Author(s):  
Stephen Keith McGrath ◽  
Stephen Jonathan Whitty
Keyword(s):  
Design Methodology ◽  
Academic Research ◽  
Internal Conflict ◽  
Future Research ◽  
Content Type ◽  
Physical Systems ◽  
Efficiency And Effectiveness ◽  
Governance Models ◽  
Definition Of ◽  
Practical Implications

Purpose The purpose of this paper is to remove confusion surrounding the terms responsibility and accountability from the general and project management arenas by creating “refined” (with unnecessary elements removed) definitions of these terms. Design/methodology/approach A method of deriving refined definitions for a group of terms by ensuring that there is no internal conflict or overlap is adopted and applied to resolve the confusion. Findings The confusion between responsibility and accountability can be characterised as a failure to separate the obligation to satisfactorily perform a task (responsibility) from the liability to ensure that it is satisfactorily done (accountability). Furthermore, clarity of application can be achieved if legislative and organisational accountabilities are differentiated and it is recognised that accountability and responsibility transition across organisational levels. A difficulty in applying accountability in RACI tables is also resolved. Research limitations/implications Clear definition of responsibility and accountability will facilitate future research endeavours by removing confusion surrounding the terms. Verification of the method used through its success in deriving these “refined” definitions suggests its suitability for application to other contested terms. Practical implications Projects and businesses alike can benefit from removal of confusion around the definitions of responsibility and accountability in the academic research they fund and attempt to apply. They can also achieve improvements in both efficiency and effectiveness in undertaking organisation-wide exercises to determine organisational responsibilities and accountabilities as well as in the application of governance models. Social implications Refined definitions of responsibility and accountability will facilitate building social and physical systems and infrastructure, benefitting organisations, whether public, charitable or private. Originality/value Clarity resulting in the avoidance of confusion and misunderstanding together with their consequent waste of time, resources and money.

How absence can make the heart grow fonder

2019 ◽  
Vol 27 (6) ◽  
pp. 19-21
Keyword(s):  
Sense Of Belonging ◽  
Design Methodology ◽  
Reading Time ◽  
Cost Effective ◽  
Life Balance ◽  
Content Type ◽  
Team Members ◽  
Geographically Dispersed ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Using geographically-dispersed teams presents both opportunities and threats to firms. The option can be cost-effective and employees welcome the chance to operate more flexibly and achieve a better work-life balance. Separation of team members is an obvious problem but can be overcome through effective communication and building a sense of belonging that can generate perceptions of proximity. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

scholarly journals Design teams management of conflict in reaching consensus

2019 ◽  
Vol 31 (2) ◽  
pp. 263-285
Author(s):  
Louise Kiernan ◽  
Ann Ledwith ◽  
Raymond Lynch
Keyword(s):  
Information Exchange ◽  
Design Methodology ◽  
Task Conflict ◽  
Design Teams ◽  
Content Type ◽  
Team Members ◽  
Design Projects ◽  
Industry And Education ◽  
High Level ◽  
Practical Implications

Purpose The purpose of this paper is to explore the conversation activities of design teams to negotiate task conflict and reach consensus. Design/methodology/approach Four case studies were conducted to analyse the conversation activities that teams use in the course of design projects. Findings The conversation activities that teams used to negotiate conflict and bring about consensus were identified. These conversation activities are associated with collaboration, communication and social skills enabling teams to engage in the high level of information exchange and negotiation that is required to manage task conflict. How they were used to negotiate conflict and help reach consensus is also discussed. Research limitations/implications The findings from this research are based on a small number of participants; hence, it cannot be generalised without further study with larger groups. However, the questions this paper has raised can be generalised to other design tasks and groups. Practical implications The findings have implications for the management of design teams and teams working on complex unstructured problems both in industry and education. They highlight how conflict can be constructively managed to bring about consensus that integrates the knowledge and perspective of all team members. Originality/value The benefits of task conflict have been disputed in the literature. This research has identified the conversation activities that facilitate the constructive management of task conflict to bring about consensus that integrates the perspectives and knowledge of a team.

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