Leadership transformation reading list: insider guides to customer-centricity, Agile management and visionary innovation

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Stephen Denning
Keyword(s):  
Design Methodology ◽  
Shareholder Value ◽  
Content Type ◽  
Reading List ◽  
Customer Centricity

Purpose The transition from shareholder value primacy to customer-centricity is a multi-dimensional challenge for leaders. Design/methodology/approach Five books that provide guidance.by insiders are suggested. Findings Nadella confronted culture on day one and announced that from then on, the culture would be one of collaboration and finding mutually profitable solutions. Instead of an “us vs. them,” paradigm, it would be “us with them.”

Re-conceptualising call-centres as sites of control: the insider perspective

2014 ◽  
Vol 48 (1/2) ◽  
pp. 25-46 ◽  
Author(s):  
Edward Kasabov ◽  
Anna C.C.C. da Cunha
Keyword(s):  
Design Methodology ◽  
Customer Orientation ◽  
Practical Importance ◽  
Call Centre ◽  
Structured Interviews ◽  
Content Type ◽  
Call Centres ◽  
Customer Dissatisfaction ◽  
Customer Centricity

Purpose – The role of call-centres during service recovery has attracted much attention in research. However, marketers know less about controlling customers during recovery interactions and consequences of such control. In order to address this gap and empirically ascertain whether service interactions are marked by customer centricity or by employees exerting control over customers, the aim of the authors was to organise an empirical research in two Brazilian call-centres. Design/methodology/approach – The research consisted of direct, open observation and 33 semi-structured interviews with insiders (call-centre managers, supervisors and operatives). Findings – Four key findings emerged during interviews with insiders. First, control over customers may be more widely practiced than assumed in certain sections of marketing academe. Second, such control is viewed positively by call-centre insiders and is sanctioned by management. Third, control does not disempower and demoralise call-centre staff but protects operatives. Finally, control does not seem to unavoidably generate lasting customer dissatisfaction. These findings are incorporated in a framework of call-centre management which incorporates control through scripting. Research limitations/implications – The discussion calls for the revisit of certain marketing concepts and philosophies, including customer orientation, by demonstrating that control over customers is practised and should not be viewed negatively or avoided altogether in practice and as a topic of analysis. A re-conceptualisation of call-centres as sites of control over customers is proposed. Originality/value – Control and power are rarely analysed in services marketing. This is one of a few studies that makes sense of providers' (insiders') viewpoints and argues that control may play a constructive role and should be seen as a legitimate topic of services and call-centre analysis. As such it addresses a question of intellectual and practical importance which is rarely discussed and may be viewed as incongruous with an age when customers are assumed to have rights.

The Great Discontent

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Peter Buell Hirsch
Keyword(s):  
Design Methodology ◽  
Shareholder Value ◽  
Content Type ◽  
The World ◽  
Back To Work

Purpose The purpose of this viewpoint is to examine the reasons why so many employees around the world are choosing not to go back to work as the COVID-19 pandemic eases. Design/methodology/approach The viewpoint is an overview of the various viewpoints expressed on this topic and the author’s perspective on the most likely reasons and what companies can do to prevent this “discontent” from spreading. Findings Companies need to carry through on their newfound commitment to citizenship and purpose beyond shareholder value to find a new capital/labor equilibrium. Originality/value While individual views on this topic have been covered, this is a comprehensive perspective and recommendation on dealing with the issue.

Data-driven marketing for growth and profitability

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Balakrishna Grandhi ◽  
Nitin Patwa ◽  
Kashaf Saleem
Keyword(s):  
Big Data ◽  
Online Survey ◽  
Shareholder Value ◽  
Business Environment ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Data Driven ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
Customer Centricity

PurposeIn the current business environment, more uncertain than ever before, understanding consumer behavior is an integral part of an organization's strategic planning and execution process. It is the key driver for becoming a market leader. Therefore, it is important that all processes in business are customer centric. Marketers need to harness big data by engaging in data driven-marketing (DDM) to help organizations choose the “right” customers, to “keep” and “grow” them and to sustain “growth” and “profitability”. This research examines DDM adoption practices and how companies can aim to enhance shareholder value by bringing about “customer centricity”.Design/methodology/approachAn online survey conducted in 2016 received 180 responses from junior, middle and senior executives. Of the total responses, 26% were from senior management, 39% from middle management and the remaining 35% from junior management. Industries represented in the survey included retail, BFSI, healthcare and government, automobile, telecommunication, transport and logistics and IT. Other industries represented were aviation, marketing research and consulting, hospitality, advertising and media and human resource.FindingsSuccess of DDM depends upon how well an organization embraces the practice. The first and foremost indicator of an organization's commitment is the extent of resources invested for DDM. Respondents were divided into four categories; Laggards, Dabblers, Contenders and Leaders based on their “current level of investments” and “willingness to enhance investments” soon.Research limitations/implicationsWith storming digital age and the development of analytics, the process of decision-making has gained significant importance. Judgment and intuition too are critical to the process. Choosing an appropriate action cannot be done strictly on a rational basis.Practical implicationsThe results of the study offer interesting implications for managing the growing sea of data. An iterative and incremental approach is the need of the hour, even if it has to start with baby steps, to invest in and reap the fruits of DDM. The intention to use any system is always dependent on two primary belief factors: perceived usefulness and perceived ease of use; however, attitudes and social factors are equally important.Originality/valueThere is a dearth of knowledge with regards to who is and is not adopting DDM, and how best big data can be harnessed for enhancing effectiveness and efficiency of marketing budget. It is, therefore, imperative to build a knowledge base on DDM practices, challenges and opportunities. Better use of data can help companies enhance shareholder value by bringing about “customer centricity”.

scholarly journals Industry-specific determinants of shareholder value creation

2016 ◽  
Vol 33 (2) ◽  
pp. 190-208 ◽  
Author(s):  
John Henry Hall
Keyword(s):  
Value Creation ◽  
Design Methodology ◽  
Shareholder Value ◽  
Value Added ◽  
Market Value ◽  
Value Drivers ◽  
Content Type ◽  
Financial Decisions ◽  
Independent Variables ◽  
Market Value Added

Purpose Prior studies on determinants of shareholder value creation have reported conflicting and sometimes confusing results. In this study, to obtain more refined and industry-specific results regarding variables determining shareholder value creation, an analysis was performed focusing on different categories of firms or industries. Design/methodology/approach Two dependent and 11 independent variables were applied to five different industries to obtain the best set of significant value drivers of shareholder value creation for a particular industry. Findings Market value added (MVA) is a better indicator of shareholder value created compared to a market adjusted return. Accounting-based variables (EPS, ROA and NOPAT) are superior to economic-based variables (EVA and ROCE) in explaining shareholder value creation, but results differ, depending on the dependent variable chosen as shareholder value creation measure. For each industry, there is a unique set of variables that determine shareholder value creation; the industrial goods industry has seven significant value drivers, namely, EPS, NOPAT, ROCE, the Spread, EVA, EBEI and REVA, whilst for the food and beverages industry, there were only two significant value drivers (EPS and ROA). Originality/value These findings imply that management, analysts and shareholders should, depending on the specific industry in which their firm operates, take into account a more specific set of variables when making their financial decisions, including compensation or reward structuring.

The effect of superstar gig workers on shareholder value: evidence from professional wrestling

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kelly Carter
Keyword(s):  
Regression Analysis ◽  
Design Methodology ◽  
Shareholder Value ◽  
Shareholder Wealth ◽  
Wealth Effects ◽  
Future Research ◽  
Content Type ◽  
Independent Contractors ◽  
Death Event ◽  
World Wrestling Entertainment

PurposeThe purpose of this paper is to measure the effect of superstar gig workers, defined as independent contractors who are the most successful in their field, on shareholder value. Gig workers comprise as much as 33% of the workforce and are projected to exceed 50% by 2028. Thus, understanding their impact on shareholder value is important.Design/methodology/approachThis paper uses OLS regression analysis. To establish causality regarding wealth effects, the sudden deaths of superstar gig workers are used. To facilitate the uncontaminated measurement of wealth effects, sudden deaths that coincide with a significant event on a [−3, 3] window about the death event are not used.FindingsThe sudden death of a superstar gig worker causes shareholder wealth to increase significantly by 0.35% or almost $1.5m. Rational and behavioral explanations are offered for this result.Research limitations/implicationsGeneralizability is limited because data on superstar gig workers in traditional corporations are unavailable. For this reason, this paper uses the only available data, namely, data on superstar wrestlers, who are contracted to perform in matches (i.e. “gigs”) in a lucrative promotion (e.g. World Wrestling Entertainment (WWE)). Future research could examine the effect of corporate gig workers on shareholder value if the data become available at some point.Originality/valueThis paper is the first to document the effects of any type of gig worker, whether superstar or regular, on shareholder value.

scholarly journals Design heuristics for customer-centric business processes

2020 ◽  
Vol 26 (6) ◽  
pp. 1283-1305
Author(s):  
Lukas Frank ◽  
Rouven Poll ◽  
Maximilian Roeglinger ◽  
Rupprecht Lea
Keyword(s):  
Literature Review ◽  
Design Methodology ◽  
Process Management ◽  
Business Processes ◽  
Process Efficiency ◽  
Success Factor ◽  
Content Type ◽  
Design Heuristics ◽  
Customer Centricity ◽  
Structured Literature Review

PurposeCustomer centricity has evolved into a success factor for many companies, requiring all corporate activities – including business processes – to be aligned with customer needs. With most existing approaches to business process (re-)design focusing on process efficiency, customers are often treated as second-class citizens. Despite emergent research on customer process management, there is a lack of guidance on how to design customer-centric business processes.Design/methodology/approachThe authors conducted a structured literature review and analyzed companies awarded for outstanding customer centricity to compile design heuristics for customer-centric business processes. The authors iteratively validated and refined these heuristics with experts from academia and industry. Finally, the heuristics was grouped according to their expected impact on interaction capabilities to enable their prioritization in specific settings.FindingsThe authors proposed 15 expert-approved and literature-backed design heuristics for customer-centric business processes together with real-world examples. The heuristics aim at increasing customer satisfaction with interaction-intensive core processes, which is an important driver of corporate success.Originality/valueThe design heuristics complement existing efficiency-centered (re-)design heuristics. They reflect cognitive shortcuts that support process analysts in the generation of innovative ideas during process (re-)design. The heuristics also add to customer process management and help put customer centricity into practice.

Two complimentary duties under corporate social responsibility

2016 ◽  
Vol 58 (1) ◽  
pp. 2-25 ◽  
Author(s):  
Uchechukwu Nwoke
Keyword(s):  
Corporate Governance ◽  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Multinational Corporations ◽  
Design Methodology ◽  
Shareholder Value ◽  
Critical Evaluation ◽  
Content Type ◽  
Corporate Social ◽  
Value Model

Purpose – The purpose of this paper is to critically examine the concept of corporate social responsibility (CSR) in Nigeria’s Delta region and draw a distinction between philanthropic CSR (positive affirmative CSR) and the more demanding duty not to harm the ecosystem (negative injunction CSR). It suggests that for CSR to contribute to sustainable development, oil multinational corporations (MNCs) need to perform the more demanding duties and not only philanthropy. Design/methodology/approach – The method applied is a critical evaluation of the nature and categories of CSR. It thoroughly reviews existing literature on CSR and uses them to identify and separate for analytical purposes, the different obligations arising from the concept. Findings – The paper highlights the inability of oil MNCs in Nigeria to differentiate between philanthropic CSR and the more demanding duty to care for the host communities and their environment. It suggests that this failure, arguably attributable to the “shareholder value” model of corporate governance, appears to lie at the heart of the unrest in the region. Practical – By performing only the positive CSR duties, while neglecting the negative injunction obligations, oil MNCs continue to attract hostility from the host communities who feel that their survival is at stake. Originality/value – The paper extends the knowledge of the CSR practices of MNCs in Nigeria, by clearly delineating the two CSR duties and by linking the failure of MNCs to perform the negative injunctions to the shareholder value model of corporate governance.

scholarly journals University academics’ perceptions of reading list labels

2016 ◽  
Vol 117 (7/8) ◽  
pp. 440-448 ◽  
Author(s):  
Gillian Siddall
Keyword(s):  
Professional Development ◽  
Design Methodology ◽  
Student Experience ◽  
Continuing Professional Development ◽  
Content Type ◽  
Reading List ◽  
Broad Interpretation

Purpose The purpose of this paper is to reflect on the results of continuing professional development sessions delivered to academics on the importance of a properly annotated reading list to the student experience. Design/methodology/approach As part of the session, the academics were asked to take part in a “pop quiz” providing their interpretation of commonly used reading list labels. Findings There was quite a broad interpretation of the labels, with several eliciting strongly positive or negative reactions. The similarity of meanings between some reading list labels made them redundant for helping students to prioritise their reading. Originality/value This case study could be used to provide sessions on reading lists at other institutions, and the results from the quiz can be used to simplify reading list labels.

Does management innovation need a new change model?

2015 ◽  
Vol 43 (2) ◽  
pp. 33-40
Author(s):  
Stephen Denning
Keyword(s):  
Stock Price ◽  
Design Methodology ◽  
Shareholder Value ◽  
Management Model ◽  
Change Model ◽  
Management Innovation ◽  
Content Type ◽  
Continuous Innovation ◽  
Hierarchical Management ◽  
Practical Implications

Purpose – Believing that the goal of maximizing shareholder value as reflected in the stock price and the management methods of hierarchical bureaucracy combine to cripple the capacity of the firm to innovate, the author offers a new management model. Design/methodology/approach – Assuming that the goal of the change process is to foster continuous innovation of products and processes to serve customer needs, the author lays out a roadmap for leaders seeking to move beyond maximizing shareholder value and re-engineering bureaucracy. Findings – Any new management model should align with the concept that the best way to serve shareholders’ interests is to deliver value to customers. Practical implications – Practices like self-organizing teams, platforms, networks and ecosystems enhance and magnify the value of what employees themselves want to do. Instead of hierarchical management having an adversarial relationship with employees, managers can have a collaborative trusting relationship where institutional and personal goals coincide. Originality/value – The article offers leaders a rationale for instituting a combination of managerial, social and political approaches, with change platforms that are allied to an inspiring social and political change movement.

scholarly journals Vulnerable adults in police custody

2019 ◽  
Vol 22 (1) ◽  
pp. 5-8
Author(s):  
Ian Cummins
Keyword(s):  
Design Methodology ◽  
Research Literature ◽  
Police Custody ◽  
England And Wales ◽  
Content Type ◽  
Increased Risk ◽  
Vulnerable Adults

Purpose The purpose of this paper is to discuss the recent National Appropriate Adult Network (NAAN) report on the role of the appropriate adult. Design/methodology/approach This paper is based on the NAAN report and a review of relevant policy and research literature. Findings There to Help 2 highlights that there are still significant gaps in the provision of appropriate adult schemes across England and Wales. These gaps potentially place vulnerable adults at increased risk. Originality/value This paper is a review of recent research.

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