Midstream social marketing and the co-creation of public services

2016 ◽  
Vol 6 (3) ◽  
pp. 277-293 ◽  
Author(s):  
Matthew Wood
Keyword(s):  
Social Networks ◽  
Social Marketing ◽  
Public Services ◽  
Service Providers ◽  
Content Type ◽  
Proposed Model ◽  
Service Staff ◽  
Client Relationships

Purpose This paper aims to highlight the importance of social marketing at the midstream (meso) level as a key component of a proposed model for co-creating public services. The model demonstrates how supportive relationships and conversations within and between service organisations, front-line service staff, social networks and clients are essential for the effective co-creation of health and welfare services and social marketing interventions. Design/methodology/approach This is a conceptual paper that uses network and services theory and a case study to show how the midstream social marketing approach and service co-creation can be applied in practice and how these concepts relate to upstream and downstream social marketing. Findings The case study demonstrates the powerful role of social networks, staff–client relationships and conversations in the co-creation of effective services and the improvement in communications, trust and understanding between service providers and the community. Practical implications The paper shows how service providers and social marketers can achieve co-created, customer-oriented services/interventions through the development of congruent, empathetic narratives, relationships and conversations. The case study demonstrates how this can be achieved in practice through staff training, the identification of “community communicators” and value-based targeting and communications. Originality/value The integration of conversations, relationships, values, services and midstream social marketing into a model for co-creation offers a valuable tool for social marketing and health/welfare service professionals.

Beyond social capital: a capability approach to understanding Refugee Community Organisations and other providers for “hard to reach” groups

2014 ◽  
Vol 10 (2) ◽  
pp. 61-72 ◽  
Author(s):  
Jennifer Clarke
Keyword(s):  
Capability Approach ◽  
Service Providers ◽  
Structured Interviews ◽  
Content Type ◽  
Refugee Community ◽  
Community Organisations ◽  
Purposive Sample ◽  
The Capability Approach

Purpose – The purpose of this paper is to explore the value of the “capability approach” as an alternative framework for understanding and conceptualising the role of Refugee Community Organisations (RCOs) and other providers for groups conventionally considered “hard to reach”. Design/methodology/approach – A study of the education services of RCOs, drawing primarily on semi-structured interviews with 71 users, is put forward as a case study for how the capability approach can be operationalised. Findings – The capability approach is found to offer various valuable insights, relating to its appreciation of the multi-dimensional nature of human wellbeing, the significance of individual diversity, and the importance of human agency. Research limitations/implications – The case study is based on a relatively small purposive sample, and may have limited external validity. As the research design proved strong for exploring how RCOs develop their users’ capabilities but weak for exploring if and how they may also constrict them, further research in this area is required. Practical implications – A number of valuable attributes of the capability approach are highlighted for broadening the understanding, the role of RCOs and other service providers. Social implications – The paper outlines the potential of the capability approach to contribute to policymaking related to RCOs and other providers, and to debates relating to social exclusion, cohesion and integration. Originality/value – The paper draws attention to the value of the capability approach within the field of migration research.

A codified executive education custom client engagement process

2020 ◽  
Vol 34 (6) ◽  
pp. 1035-1048
Author(s):  
Mark E. Haskins ◽  
Jennifer S. Hicks ◽  
Luciano Centini
Keyword(s):  
Service Providers ◽  
Executive Education ◽  
Working Relationships ◽  
Actual Process ◽  
Content Type ◽  
Client Engagement ◽  
Client Relationships ◽  
Engagement Process ◽  
World Class

PurposeThis article describes the motivations for, and the process of, creating an executive education (EE) custom client engagement service template to foster closer, more effective working relationships between EE custom clients and service providers. The outcome of that endeavor is presented in the form of a robust, final, client engagement template along with a discussion of benefits gained from its use.Design/methodology/approachFrom a case study perspective, this paper chronicles the actual process one leading business school undertook in order to craft a robust EE custom client engagement process template. That task is linked to the key literature on EE, client service, reflective practice, and collaboration.FindingsThe EE custom client engagement process template presented was found to be robust and useful in working with custom EE clients.Practical implicationsThe EE custom client engagement process template presented is immediately and easily used by others interested in (1) a process for monitoring and improving existing custom EE client engagements, (2) guidance on building a world-class process for acquiring and serving custom EE clients, and/or (3) adapting it to other university-based service functions.Originality/valueThe specific, detailed, and comprehensive nature of the EE custom client engagement process template presented is a new addition to the literature pertaining to managing and serving custom EE client relationships.

scholarly journals Chinese entrepreneurs and workers at the crossroad: the role of social networks in ethnic industrial clusters in Italy

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mario Biggeri ◽  
Lisa Braito ◽  
Annalisa Caloffi ◽  
Huanhuai Zhou
Keyword(s):  
Social Networks ◽  
Industrial Clusters ◽  
Business Community ◽  
Small Scale ◽  
Content Type ◽  
Chinese Entrepreneurs ◽  
Worker Exploitation ◽  
Chinese Worker

PurposeThis paper aims to analyse the evolution of Chinese industrial ethnic clusters in Italy, by focusing on the role of social networks and the processes behind the phenomenon of Chinese worker exploitation and entrepreneur “self-exploitation”.Design/methodology/approachThe case study is a sub-cluster of micro and small enterprises owned by Chinese entrepreneurs within the leather industrial district of Florence, Italy. This research adopts the following mixed methods: a small-scale survey to capture the characteristics of the sub-cluster and a social network analysis to describe cluster evolution, complemented by life-course interviews conducted with key informants and entrepreneurs.FindingsMigrant social capital and social networks play a central role in the evolution of the case study sub-cluster. Social networks play a supportive role in migration, job creation, entrepreneurship formation and the creation of business opportunities. Simultaneously, they enhance the phenomenon of worker exploitation and entrepreneur self-exploitation. Furthermore, the more the business community grows, the more the economic performance of ethnic enterprises depends on agglomeration forces produced by the cluster.Practical implicationsThe findings suggest a series of potential policies to upgrade the ethnic enterprises' capacities, to increase their formality and inclusion in the Italian social and economic systems and sub-cluster.Originality/valueTo the authors’ knowledge, this paper is the first attempt to examine the evolution of social networks in relation to the phenomenon of Chinese worker exploitation and entrepreneur self-exploitation in an ethnic industrial sub-cluster.

scholarly journals The role of TPLs in innovative logistics solutions in importation

2018 ◽  
Vol 15 (1) ◽  
pp. 73-91
Author(s):  
Alessandra Vitorino Razzera ◽  
Marcelo André Machado
Keyword(s):  
Service Providers ◽  
Third Party ◽  
Third Party Logistics ◽  
Content Type ◽  
Logistics Service Providers ◽  
Multiple Case ◽  
The Subject ◽  
Mind Set

Purpose The purpose of this paper is to investigate the role of third-party logistics providers (TPLs) in providing innovative logistics solutions for Brazilian importations. Design/methodology/approach A multiple case study has been conducted in which four logistics service providers are interviewed on the topic of innovation in importation logistics. The collected data (interviews, brochures and presentations) were triangulated and analyzed. Findings The collected data highlight the integrating role of TPLs in providing innovative logistics solutions of the technological nature, in addition to drivers, which involve communication, trust, logistics and institutional actions. Research limitations/implications This study, instead of focusing on procedural issues, intended to focus on two important theoretical and practical drivers: innovation in the importation process and strengthening of intangible factors. It is known that trading conditions and geographical proximity have an impact in importation, but they have not been discussed here because of the subject delimitation of the present study. Regarding the implications of the present study, no specific theoretical reference has been found on the subject in terms of the importation process but is rather related to information technology, which is then presented. Practical implications This study focuses on the fundamental role of TPLs in the development of innovative logistics solutions in importation. Social implications The fundamental role of TPLs in the development of innovative logistics solutions in importation is based on trust and relationship, internal and external to the organization. Originality/value This study, instead of focusing on procedural issues, intends to focus on two important theoretical and practical drivers – innovation in the importation process and strengthening of intangible factors – suggesting that a change of mind-set and a differentiated background in importation logistics are developed by TPLs.

Social media and the social movements in the Middle East and North Africa

2013 ◽  
Vol 26 (1) ◽  
pp. 28-49 ◽  
Author(s):  
Farid Shirazi
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Middle East ◽  
Critical Discourse Analysis ◽  
Critical Discourse ◽  
The Internet ◽  
Mena Region ◽  
Content Type

PurposeThe purpose of this paper is to investigate the role of social media in communication discourse in the Islamic Middle East and North African (MENA) countries.Design/methodology/approachBy applying the theory of social networks and a method known as critical discourse analysis (CDA) this study investigates the role of social media in the recent waves of popular unrest in the MENA region.FindingsThis study finds that social media not only played an important role in citizens’ participation in communication discourse and mobilization, but also that these media activities intensified in part because of the authorities’ failing rationales against protesters, as shown in the four‐part CDA validity test.Research limitations/implicationsThis study is limited to a particular time frame covering the recent democratic discourse in the MENA region for the period 2009‐2011. While this research is limited to the case study of the MENA region, the author believes that lessons learned from this case study can be applied to other developing countries across the globe.Practical implicationsSocial media tools available via the internet have provided web users across the globe effective tools and services to share and disseminate information by interactively collaborating with each other in digital communities through blogs, social networking and video sharing sites. In this context, social networks are considered to be effective media for communication discourse. The intensive use of social media networks among citizens’ of the MENA region indicate that the internet has the potential to be a multivocal platform through which silenced and marginalized groups can have their voices heard.Originality/valueWhile the existing literature focuses largely on deploying Habermasian critical discourse analysis to media discourse within the context of democratic and well developed nations, this paper presents one of the few studies that extends the CDA method to non‐democratic countries. As such it contributes to the existing knowledge and understanding of the mobilizing effects of social media in communication discourse.

scholarly journals Distributed manufacturing as an opportunity for service growth in logistics firms

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Laura Purvis ◽  
Andrew Lahy ◽  
Robert Mason ◽  
Mike Wilson
Keyword(s):  
Value Chain ◽  
Service Providers ◽  
Developmental Process ◽  
Distributed Manufacturing ◽  
Content Type ◽  
Logistics Service Providers ◽  
Product Service ◽  
Changing Role

Purpose The aim of the paper is to explore the changing role of a logistics service providers (LSPs) to better support their supply chain (SC) partners on their journey of advancing their product-service systems through distributing manufacturing around the world. The purpose of this paper is to investigate a novel route towards service growth followed by the LSP by integrating upstream into the value chain and the resultant consequences in the configuration of the servitisation strategy, SC structure and allocation of roles. Design/methodology/approach A longitudinal exploratory case study design is followed. The case company is one of the world’s largest LSPs. Findings The study highlights how companies can transition towards the development of service solutions when not following a uni-directional, downstream pattern of integration in the value chain. The findings challenge the established model of servitisation as a forward uni-directional process across the continuum from goods to a service-focussed logic. They illustrate how companies can also move in a reversed direction, move possible back-and-forth or extend and restrict their position along the servitisation continuum. Originality/value The study reveals that service transition involves a deliberate developmental process to build capabilities as firms shift the focus of their product-service offering. It provides novel empirical evidence of how the service growth journey can manifest itself in practice. With insights into the benefits and challenges of distributed manufacturing, it also highlights some of the opportunities available to LSPs to expand their product-service offerings and some of the potential threats.

scholarly journals Towards a framework on the factors conditioning the role of logistics service providers in the provision of inventory financing

2020 ◽  
Vol 40 (7/8) ◽  
pp. 1225-1241
Author(s):  
Sumeer Chakuu ◽  
Donato Masi ◽  
Janet Godsell
Keyword(s):  
Risk Assessment ◽  
Transaction Costs ◽  
Service Providers ◽  
Credit Rationing ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Inventory Financing

PurposeThis paper explores the conditions in which logistics service providers (LSPs) can compete or collaborate with banks in offering inventory financing as a supply chain finance (SCF) service.Design/methodology/approachA multiple case study research methodology was adopted. The case study involved six LSPs across Europe. Data were collected through semi-structured interviews.FindingsThe results highlighted that an attractive credit demand for LSPs consists in suppliers with high amounts of inventory or borrowing needs that go beyond their borrowing capacity from the perspective of a bank. LSPs can respond to this demand when they have three specific capabilities as follows: risk assessment, risk monitoring and organizational capabilities. The offer of inventory financing can be controlled by the LSPs or by the banks. When the LSPs control the offer, they offer different conditions compared to the banks in terms of credit rationing, transaction costs, payment flexibility, tax rate advantage and financial risk management. When the banks control the offer, the LSPs influence the nature of the SCF services only in terms of credit rationing and transaction costs. The LSPs seem to easily develop risk assessment and risk mitigation capabilities, while the organisational capabilities appear to be the most challenging to build, and when absent they create a barrier to the provision of inventory financing.Originality/valueThe value of the paper is twofold. First, the paper provides a comprehensive taxonomy of the factors conditioning the role of the LSPs in the provision of inventory financing as a SCF service. Second, the paper clarifies the link between the factors and the different roles played by the LSPs.

Disclosing the bright side of SNs in the workplace

2019 ◽  
Vol 32 (3) ◽  
pp. 390-412 ◽  
Author(s):  
Mohammad Olfat ◽  
Gholam Ali Tabarsa ◽  
Sadra Ahmadi ◽  
Sajjad Shokouhyar
Keyword(s):  
Job Satisfaction ◽  
Social Networks ◽  
Organizational Commitment ◽  
Service Providers ◽  
Negative Consequences ◽  
Continuance Commitment ◽  
Content Type ◽  
Mediating Role ◽  
Bright Side

Purpose The purpose of this paper is twofold: first, to document that employees’ use of social networks (SNs) does not necessarily bring negative consequences and can indirectly benefit organizations and second, to compare the roles of public SNs and enterprise social networks (ESNs) in bringing benefits to organizations. Consequently, this study, on the basis of stimulus‒organism‒response theory, directly investigated and compared the roles of public SNs and ESNs in promoting employees’ organizational commitment from affective, normative, and continuance dimensions with regard to the mediating role of job satisfaction. Design/methodology/approach For this purpose, 240 employees of Asia-Tech Company, one of the high-speed internet service providers in Iran, who had joined Skype for Business ESN, were included in this study. Partial least squares (PLS) method was used to examine the validity of the measurement and structural models. To this end, Warp-PLS software (version 5.0) was employed. Findings The results of the study suggested that public SNs have a positive impact on affective and normative commitment; however, no significant impact was observed for continuance commitment. ESNs directly affect none of the dimensions of organizational commitment. Although both types of SNs have impacts on job satisfaction, the greater impact was found for the public SNs. Job satisfaction also has a positive effect on all three dimensions of organizational commitment. Originality/value To the best of authors’ knowledge, no study has directly investigated and compared the roles of ESNs and public SNs in promoting organizational commitment from affective, continuance and normative dimensions with regard to the mediating role of job satisfaction. The most important theoretical contribution of the present research was to document that the employees’ use of SNs does not necessarily entail the waste of resources and has various advantages, such as strengthening organizational commitment (in affective, normative and continuance dimensions) and job satisfaction. In fact, this study disclosed the bright side of SNs in the workplace.

Talent acquisition in startups in India: the role of social capital

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kumar Mukul ◽  
Gordhan K. Saini
Keyword(s):  
Social Capital ◽  
Service Providers ◽  
Case Study Method ◽  
Content Type ◽  
Industry Standards ◽  
Multiple Case ◽  
Talent Acquisition

Purpose The purpose of this paper is to explore the talent acquisition practices adopted by startups and understand how small entrepreneurs leverage social capital to address the talent acquisition challenges faced by them, and; identify some of the unique parameters adopted by startups in talent acquisition. Design/methodology/approach This study uses a multiple case study method to explore the talent acquisition practices in startups in India. The study included six case studies on startups in Hubli city of North Karnataka in India. Findings This paper finds that startups (especially in smaller cities) face challenges such as lower quality of talent pool, absence of a brand name, inability to provide competitive salary and other benefits as per industry standards and locational disadvantages in talent acquisition. Thus, entrepreneurs leverage their social capital for talent acquisition by handpicking talent on the basis of familiarity or credible networks and recommendations. Incubation centres provide institutionalized sources of social capital to help them attract good talent. This study finds that employee-culture fit and trust play important role in acquiring talent in startups. Practical implications The study has implications for startup entrepreneurs, recruitment service providers, incubation centres, trainers, policymakers, etc. The study provides useful insights to the startups with regard to their recruitment practices. Originality/value This study contributes to the literature in the domains of talent acquisition, startups and social capital by describing hiring challenges faced by startups and exploring the mechanisms used by them in overcoming such challenges.

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