Consistency of socio-economic theory of organisations and organisational innovation: An example of customer complaint management strategy

2020 ◽  
Vol 16 (2-2020) ◽  
pp. 109-131
Author(s):  
Anh Tu Nguyen
Keyword(s):  
Economic Theory ◽  
Empirical Study ◽  
Economic Performance ◽  
Social Performance ◽  
Technical Innovation ◽  
Action Plans ◽  
Organisational Performance ◽  
Organisational Innovation ◽  
Customer Complaints ◽  
Customer Complaint

This present study discusses appropriate selection of research paradigm and research strategy of socio-economic theory of organisations for organisational innovation in general, customer complaint management (CCM) in particular. Ontology and epistemology of socio-economic approach to management (SEAM) methodology, mixed quantitative and qualitative methods are proved to be consistent with the implementation of CCM in small-to-medium sized enterprises (SMEs). The research indicates how to produce and generalise theoretical and practical knowledge through abductive reasoning and early-versus-latter-stage research design for a pragmatic-oriented action research. The conceptual model highlights that CCM can positively and simultaneously impact technical innovation, economic performance and social performance. One more interesting result is that economic performance can positively affect social performance. The research process includes two five-step action plans in the early stage and empirical study in latter stage. The two five-step action plans (2015-2016 and 2017-2018) analyse customer complaints, explore the causes of customer complaints from employees’ viewpoints, put forward action plans, implement action plans and evaluate organisational performance. The empirical study applies structure equation modeling, to test whether technical innovation mediates the relationship between CCM and organisational performance.

The Social Construction of a Perfect Market: The Strawberry Auction at Fontaines-en-Sologne

2010 ◽  
pp. 73-89
Author(s):  
M.-F. Garcia
Keyword(s):  
Economic Theory ◽  
Social Construction ◽  
Empirical Study ◽  
Spatial Organization ◽  
Frame Of Reference ◽  
Social Conditions ◽  
Invisible Hand ◽  
The Social ◽  
Per Se

The article examines social conditions and mechanisms of the emergence in 1982 of a «Dutch» strawberry auction in Fontaines-en-Sologne, France. Empirical study of this case shows that perfect market does not arise per se due to an «invisible hand». It is a social construction, which could only be put into effect by a hard struggle between stakeholders and large investments of different forms of capital. Ordinary practices of the market dont differ from the predictions of economic theory, which is explained by the fact that economic theory served as a frame of reference for the designers of the auction. Technological and spatial organization as well as principal rules of trade was elaborated in line with economic views of perfect market resulting in the correspondence between theory and reality.

scholarly journals Evaluating Social Performance of Construction Projects: An Empirical Study

2018 ◽  
Vol 10 (7) ◽  
pp. 2329 ◽  
Author(s):  
Xiaer Xiahou ◽  
Yuchun Tang ◽  
Jingfeng Yuan ◽  
Tengyuan Chang ◽  
Ping Liu ◽  
...  
Keyword(s):  
Empirical Study ◽  
Construction Projects ◽  
Social Performance

scholarly journals The Impact of Big Data Adoption on SMEs’ Performance

2021 ◽  
Vol 5 (4) ◽  
pp. 68
Author(s):  
Mahdi Nasrollahi ◽  
Javaneh Ramezani ◽  
Mahmoud Sadraei
Keyword(s):  
Big Data ◽  
Economic Performance ◽  
Structural Equation ◽  
Information Technologies ◽  
Social Performance ◽  
Empirical Studies ◽  
Research Area ◽  
Equation Modeling ◽  
Future Research ◽  
The Impact

The notion of Industry 4.0 encompasses the adoption of new information technologies that enable an enormous amount of information to be digitally collected, analyzed, and exploited in organizations to make better decisions. Therefore, finding how organizations can adopt big data (BD) components to improve their performance becomes a relevant research area. This issue is becoming more pertinent for small and medium enterprises (SMEs), especially in developing countries that encounter limited resources and infrastructures. Due to the lack of empirical studies related to big data adoption (BDA) and BD’s business value, especially in SMEs, this study investigates the impact of BDA on SMEs’ performance by obtaining the required data from experts. The quantitative investigation followed a mixed approach, including survey data from 224 managers from Iranian SMEs, and a structural equation modeling (SEM) methodology for the data analysis. Results showed that 12 factors affected the BDA in SMEs. BDA can affect both operational performance and economic performance. There has been no support for the influence of BDA and economic performance on social performance. Finally, the study implications and findings are discussed alongside future research suggestions, as well as some limitations and unanswered questions.

Pharmaceutical Product Complaint Handling

2019 ◽  
Vol 3 (2) ◽  
pp. 43-58
Author(s):  
Nirmal Kumar ◽  
Ajeya Jha
Keyword(s):  
Pharmaceutical Product ◽  
Effective Mechanism ◽  
Customer Complaints ◽  
Customer Complaint ◽  
Adverse Impacts ◽  
Complaint Handling ◽  
Handling Practices ◽  
Business Requirements ◽  
Regulatory Actions

The customer complaint is considered an expression of dissatisfaction against the quality of the product or information associated with them. An effective mechanism for product complaint handling is one of the essential business requirements of the pharmaceutical industry. The customer complaints have the potential to jeopardize the firm's reputation and trigger regulatory action. This study shows that the prevailing complaint handling practices in the pharmaceutical sector follow a random and independent approach without synchronizing the strategy with the gross interest of stakeholders. The study explores the dearth of study for overall mitigation of adverse impacts on business due to patient's risk, impending legal and regulatory actions. The existing system to handle pharmaceutical complaints is handled with a technical perspective, without effective involvement of the distribution personnel. This study has produced a unique pathway to redress pharmaceutical product complaints effectively.

scholarly journals Customer complaints and service policy in electronic commerce

2013 ◽  
Vol 44 (3) ◽  
pp. 15-20 ◽  
Author(s):  
Y-W. Fan ◽  
Y-F. Miao ◽  
S-C. Wu
Keyword(s):  
Electronic Commerce ◽  
Customer Service ◽  
Service Failure ◽  
Business Managers ◽  
Customer Complaints ◽  
Prevention Policies ◽  
Customer Complaint ◽  
Service Policy ◽  
Number Of Customers

Handling customer complaints is an important strategy to retain customers. Therefore, in the event of service failure, e-retailers should concentrate on recovery policies. However, studies discussing prevention policies to avoid customer complaints are scant. This study collected 5933 real customer complaint data from an electronic commerce customer-service database and classified customer complaints into 6 types. The findings showed that a number of customers were dishonest and took advantage of recovery policies. After interviewing business managers and consultants, this research suggests that e-retailers have prevention policies to guarantee accuracy of packaging and delivery processes. Prevention policies can reduce customer complaints, and avoid extra costs for businesses conducting recovery policies.

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