scholarly journals Organizational Storytelling Translated to Successful Business

2021 ◽  
Vol 9 (2) ◽  
Author(s):  
Anne Eskola ◽  
Shab Hundal
Keyword(s):  
Customer Satisfaction ◽  
Narrative Analysis ◽  
Empirical Data ◽  
Success Story ◽  
Organizational Storytelling ◽  
Software Company ◽  
Successful Business

In 2007, two friends decided to establish a new IT company, but not just another software company – a phrase that later became one of their slogans. The Finnish IT company called Vincit has turned out to be a success story both financially and in terms of personnel and customer satisfaction. The company is known for its skillful use of media as a deliverer of their company story. This paper examines organizational storytelling through media. The empirical data was gathered between 2012 and 2019, and it is analyzed using narrative analysis focusing on the types of stories told and how they are narrated.

The Influencing Factors of Customer Satisfaction: A Case Study of Shopee in Malaysia

2021 ◽  
Vol 39 (12) ◽  
Author(s):  
Pei Woon Yo ◽  
Daisy Mui Hung Kee ◽  
Jia Wen Yu ◽  
Meng Kui Hu ◽  
Yen Ching Jong ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Competitive Advantages ◽  
Survey Questionnaire ◽  
Perceived Ease Of Use ◽  
Perceived Trust ◽  
Successful Business ◽  
Total Orders

Shopee was the largest e-commerce platform in Southeast Asia in 2020 by gross merchandise value and total orders. It is currently one of the leading e-commerce platforms in Malaysia. Despite the intense competition in the e-commerce space, Shopee has expanded aggressively across the Southeast Asian region over the last few years. Its successful business expansion is likely attributed to its profound competitive advantages. This study aims to examine the primary factors influencing customer satisfaction towards using Shopee for online purchasing in Malaysia. A survey questionnaire was used for data collection. A total of 100 Shopee users from Malaysia responded to the survey. The findings revealed that perceived ease of use and perceived convenience had influenced the customer satisfaction toward online purchasing on Shopee in Malaysia. Meanwhile, perceived usefulness and perceived trust did not significantly influence customer satisfaction towards Shopee in Malaysia. This study provides Shopee with valuable insights and guidance on customers’ perception of Shopee, leading to improved customer satisfaction.

The role of customer relations for innovativeness and customer satisfaction

2015 ◽  
Vol 26 (2) ◽  
pp. 254-274 ◽  
Author(s):  
Silvia Bellingkrodt ◽  
Carl Marcus Wallenburg
Keyword(s):  
Customer Satisfaction ◽  
Empirical Data ◽  
Online Survey ◽  
Customer Relations ◽  
Service Providers ◽  
Service Innovation ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Number Of Customers

Purpose – The purpose of this paper is to provide insights into commonalities and differences of service innovation across industries. The compared sectors are logistics service providers and IT service providers (SPs). Design/methodology/approach – Data were collected from 778 SPs via an online survey. Structural equation modelling was used to analyse the empirical data. Findings – Both types of SPs benefit from close customer relations in terms of innovativeness and customer satisfaction. However, ITSPs rely more on a large number of customers to be innovative than logistics service providers (LSPs), further, LSPs can evoke a higher level of customer satisfaction when being innovative. Research limitations/implications – Empirical data were collected in a single country (Germany) and at one point in time. A confirmation of the results in different service settings is therefore encouraged. Practical implications – The results help managers with regard to their strategic decisions. The differentiating effects influencing innovativeness and customer satisfaction have been revealed. Originality/value – The research is extended by developing a model based on the knowledge of service innovation, social exchange theory and industry characteristics and by empirically testing this model.

scholarly journals AGRIBUSINESSMEN OF THE TYUMEN OBLAST SOUTH: LIFE-STORIES ANALYSIS

2021 ◽  
Vol 7 (4) ◽  
pp. 46-68
Author(s):  
Marina V. KHUDYAKOVA ◽  
Dmitriy I. SHASHKIN
Keyword(s):  
Narrative Analysis ◽  
Empirical Data ◽  
Rural Areas ◽  
Practical Importance ◽  
Theoretical Aspect ◽  
Business Environment ◽  
Rural Sociology ◽  
Mixed Data ◽  
Tyumen Oblast ◽  
Agricultural Entrepreneurship

Agricultural entrepreneurship, viewed as an essential structural factor for the development of economy and market relations in rural areas, is largely affected by the socio-economic context. The article discloses the realities of Russian agricultural entrepreneurship on the example of various forms of agribusinesses in the remote Russian countryside (companies, farms, peasant farms). Article aims to reveal the characteristic image of a rural businessman of the Tyumen oblast south. Empirical data are obtained as a part of a research project which studies the development of regional rural areas. Authors’ narrative analysis of problematic issues is based on 59 expert in-depth interviews (21 with agribusinessmen, 38 with the ones of related occupations). In the theoretical aspect, the authors rely on classical and modern scientific literature on rural sociology, sociology of entrepreneurship and theoretical and methodological approaches that dominate in these areas of sociology. Qualitative data analysis allowed us to reveal: 1) main characteristics of a rural businessman, their actual qualities and skills necessary for their work; 2) internal and external factors of the business environment, that influence the efficiency of agribusiness. The problems of agriculture and rural areas, considered as barriers to business-activity development, are contextually identified. Scientific novelty of results is determined by the original empirical data, obtained through expert interviews, as it can be used in further research within this field. The application of MAXQDA Plus 2020 tools for analysis and interpretation of qualitative and mixed data is of practical importance.

scholarly journals Noa Industrias S. A.: un caso de éxito en el Parque Industrial de Villa El Salvador

2002 ◽  
Vol 7 (12) ◽  
pp. 147-164
Author(s):  
Lydia Arbaiza Fermini ◽  
Keyword(s):  
Customer Satisfaction ◽  
El Salvador ◽  
Industrial Park ◽  
Success Story ◽  
Continuous Innovation ◽  
Furniture Manufacturing ◽  
Manufacturing Company ◽  
Customer Satisfaction And Loyalty

The success story about the growth of a small home furniture manufacturing company located in the Industrial Park of Villa El Salvador is shown in this work. In order to ensure customer satisfaction and loyalty, models and designs are in continuous innovation.

scholarly journals Pozycja konkurencyjna banków spółdzielczych w segmencie mikroprzedsiębiorstw

2017 ◽  
pp. 37-50
Author(s):  
Marcin Idzik
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Empirical Data ◽  
Representative Sample ◽  
Local Market ◽  
Competitive Position ◽  
Growth Trends ◽  
Market Shares ◽  
Cooperative Banks ◽  
Annual Turnover

The objective of this paper is to evaluate the competitive position of the cooperative banks and their ability to create the growth trends and effectively acquire new customers in the micro-company segment. The sources of the empirical data were the results of the nation-wide surveys conducted on a representative sample of N = 800 companies with up to 10 employees and an annual turnover of up to 2 m EUR. The analysis included the market shares, familiarity, brand potential and image as well as the customer satisfaction. The cooperative banks do not fully use their advantages in building their competitive advantage. A stable base of the “regular” customers contributes to their high market shares. The cooperative banks are not preferred by the prospective customers. The competitive position of the cooperative banks is based on the niche areas where the cooperative banks operate and the service costs as well as the emotional circumstances of operating on the local market. The application of the marketing tools is inevitable and should be the elementary part of the support provided for the cooperative banks.

scholarly journals Polish Banking Customer Loyalty: Empirical Data Analysis (Years 2007-2010)

2011 ◽  
Vol 10 (11) ◽  
pp. 81
Author(s):  
Lukasz Skowron ◽  
Stanislaw Skowron
Keyword(s):  
Customer Satisfaction ◽  
Empirical Data ◽  
Banking Sector ◽  
Theoretical Background ◽  
Satisfaction Index ◽  
The Face ◽  
American Customer Satisfaction Index ◽  
Customer's Loyalty ◽  
Performance Satisfaction ◽  
Customer Satisfaction And Loyalty

In this article, the authors will try to answer the following question, How does the customer's loyalty in the banking sector change (at both the structural and quantitative levels) in the face of the financial and banking crisis? In order to do that, the authors use their own model of building customer satisfaction and loyalty in the Polish banking sector constructed on the basis of the EPSI (European Performance Satisfaction Index) and ACSI (American Customer Satisfaction Index) models. This article contains the necessary theoretical background and the precise statistical analysis of the obtained empirical data from the Polish banking sector from the years 2007-2010.

Between Diagnosis and Death

2009 ◽  
Vol 2 (1) ◽  
pp. 29-42 ◽  
Author(s):  
Caitlin M. Mulcahy ◽  
Diana C. Parry ◽  
Troy D. Glover
Keyword(s):  
Cancer Survivors ◽  
Narrative Analysis ◽  
Empirical Data ◽  
Knowing How ◽  
Working Through ◽  
Personal Experiences ◽  
Writer’S Block ◽  
The Many ◽  
Living With Cancer ◽  
Performance Text

While analyzing the transcripts of interviews with cancer survivors and writing up her findings, the first author found herself suffering from a writer's block of sorts. She was stuck, unable to move forward, encircled by a cloud of voices. Some voices came from the empirical data of the study, others emerged out of her private personal experiences, and one materialized from somewhere altogether more mysterious, urging her to bring the two together. This performance text aims to evoke that struggle to grapple with the many ‘ghosts’ that haunt our research (Doucet, 2008), while also working through the challenge of telling a ‘true’ cancer story (Park-Fuller, 2008). Interviews with 26 members of Gilda's Club of Greater Toronto (a meeting place for people affected by cancer) served as the data that was analyzed utilizing narrative analysis. Excerpts from the interviews were woven together to create the lines spoken by the character of the father. Three additional speaking parts were created—the daughter, the ghost, and the narrator—to help explore themes of isolation, navigation, and reflexivity. Thus, this is a story about feeling lost as a person living with cancer. But it is also a story about feeling lost as a researcher. Ultimately, it is the story of individuals struggling to make the pieces of their lives fit together, struggling to make their way forward, without always knowing how to do either.

Telling a success story through the president’s letter

2019 ◽  
Vol 16 (3) ◽  
pp. 403-433 ◽  
Author(s):  
Adelaide Martins ◽  
Delfina Gomes ◽  
Lídia Oliveira ◽  
João Leite Ribeiro
Keyword(s):  
Impression Management ◽  
Organizational Legitimacy ◽  
Annual Reports ◽  
Controversial Issues ◽  
Success Story ◽  
Content Type ◽  
Organizational Storytelling ◽  
Need To Evaluate ◽  
Interpretative Approach ◽  
Incremental Step

Purpose This paper aims to explore the role of storytelling and impression management (IM) through the president’s letter in legitimizing the practices of an electricity company with regard to controversial issues during a period of change. Design/methodology/approach Drawing on a qualitative case study, this paper examines annual report letters from 1995 to 2013 using a methodological interpretative approach. Findings By promoting a success story using IM, the presidents give sense to particular actions related with controversial issues and attempt to influence expectations on strategic changes. The findings demonstrate that organizational actors use the flexibility of the president’s letter to tell the story and emphasize its self-laudatory nature. The study highlights that storytelling in these documents can be used to alleviate the tensions created by the inherent contradictions of social structures. Practical implications This research is useful for regulatory authorities, users of annual reports and academic researchers, making them attentive of the narratives companies may adopt to protect their legitimacy. The findings shed light on the need to evaluate the credibility of accountability mechanisms and can help stakeholders to develop a more critical view of the president’s letter. Originality/value This paper makes a contribution to research on communication issues by expanding literature on accounting and organizational storytelling. By demonstrating how presidents use sensegiving as a means of legitimacy-claiming, this study adds to the literature on legitimating accounts. In doing so, this paper bridges the gap between theories about organizational legitimacy, storytelling and IM. To sum up, the findings serve as an incremental step toward understanding the nature of accountability reporting.

The role of narrative in developing management control knowledge from fieldwork

2016 ◽  
Vol 13 (3) ◽  
pp. 330-349 ◽  
Author(s):  
Will Seal ◽  
Ruth Mattimoe
Keyword(s):  
Narrative Analysis ◽  
Management Control ◽  
Research Methodologies ◽  
Content Type ◽  
Organizational Storytelling ◽  
Business Knowledge ◽  
Critical Approaches ◽  
Original Case ◽  
Constructivist Perspective ◽  
Control Knowledge

Purpose This paper aims to develop a methodology of business knowledge creation based on a synthesis between the perspective of reality informed by pragmatic constructionism (PC) and critical approaches to narrative analysis informed by antenarrative concepts. Design/methodology/approach The paper identifies commonalities and contrasts between narrative and PC. Interpreting an original case study of a hotel by deploying both methodologies, the paper shows how a synthesis of the two approaches can help to construct management control knowledge. Findings PC and narrative have many overlaps and complementarities. Practitioners like stories both to make sense of their own roles and to develop personal strategic agendas. Antenarrative concepts demonstrate the potentially generative properties of organizational storytelling. The PC approach also constructs corporate narratives but, additionally, provides a set of criteria against which we can evaluate the stories of practitioners on the basis of “does it work?”. Research limitations/implications More interpretive field study processes are called for as a way of testing the robustness of the research design developed in the paper. Practical implications A successful management control topos has to be business-specific and co-authored with contributions from participants both inside and outside the organization. Narrative and PC research methodologies both encourage reflexivity, in which the researchers explicitly explore not just the positions of their interviewees, but also their own position and reactions. The creation of business knowledge is seen as a co-production between the researchers and the researched, as they share concepts and reflections during the fieldwork process. Originality/value The paper compares and contrasts two interpretive research methodologies, narrative and a pragmatic constructivist perspective. Especially when the concept of antenarrative is deployed, the two methodologies offer fruitful possibilities for dialogical conversation, as they espouse slightly different views on the nature of actor reality.

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