scholarly journals Relating Word-of-Mouth to Corporate Reputation

2012 ◽  
Vol 2 (2) ◽  
Author(s):  
Martin Williams ◽  
Francis Buttle ◽  
Sergio Biggemann
Keyword(s):  
Customer Service ◽  
Corporate Reputation ◽  
Word Of Mouth ◽  
Senior Management ◽  
The Public ◽  
Damage Limitation ◽  
Customer Dissatisfaction ◽  
Multiple Case ◽  
The Relationship

This paper explores the relationship between customer-generated word-of-mouth and corporate reputation. After a concise literature review, we present several insights from a multiple case study of 3 organizations. Our main finding is that customer dissatisfaction and negative word-of-mouth (NWOM) are thought to have strong downside consequences for corporate reputation. Positive WOM does not appear to have equivalent upside significance for corporate reputation. NWOM often occurs as customers express dissatisfaction because of substandard customer service. However, it is when these issues or other negatively connoted stories find their way into the public domain that reputation suffers. Fear of reputational damage causes great anxiety to the organisations' senior management. Reputations are shown to be fragile. Damage limitation strategies are implemented in all three organisations.

Tien jaar na Fortuyn

2013 ◽  
Vol 41 (3) ◽  
Author(s):  
Yael de Haan ◽  
Jo Bardoel
Keyword(s):  
The Netherlands ◽  
New Technologies ◽  
Multiple Case Study ◽  
The Public ◽  
Multiple Case ◽  
Media Concentration ◽  
The Relationship ◽  
Structural Shifts

Ten years after Pim Fortuyn: criticism and accountability at Dutch newsrooms Ten years after Pim Fortuyn: criticism and accountability at Dutch newsrooms Pressures from politicians and the public have led to greater demands for media accountability. Moreover, structural shifts such as media concentration, increasing competition and the advent of new technologies have obliged media to strengthen the relationship with their reader, viewer and listener and to be more responsive to them. This article shows the results of a multiple case-study at three leading newsrooms in the Netherlands on how they cope with criticism on their performance and increasing pressures for accountability and responsiveness. It shows that new accountability policies and instruments were introduced, mainly at the initiative of editors-in-chief, while journalists in the newsroom showed more reluctance.

scholarly journals Using patient feedback to drive quality improvement in hospitals: a qualitative study

BMJ Open ◽  
2020 ◽  
Vol 10 (10) ◽  
pp. e037641
Author(s):  
Simone Berger ◽  
Ana Maria Saut ◽  
Fernando Tobal Berssaneti
Keyword(s):  
Quality Improvement ◽  
Customer Service ◽  
Secondary Data ◽  
Study Data ◽  
Patient Feedback ◽  
Multiple Case ◽  
Net Promoter ◽  
The Impact ◽  
Quality Tools

ObjectivesAlthough different forms of patient feedback are available, their use in hospital management is still limited. The objective of this study is to explore how patient feedback is currently used in hospitals to improve quality.DesignThis is a qualitative exploratory multiple case study. Data collection included nine interviews, of an average duration of 50 min, conducted between March and June 2019. Additionally, a document and secondary data analysis were performed.SettingThis study was conducted in three Brazilian hospitals selected for their solid patient feedback practises.ParticipantsManagers from the customer service, quality, nursing, operations, projects and patient experience departments of the three hospitals.ResultsDespite literature suggesting that organisational objectives regarding patient feedback are not clear, data show that there is managerial concern regarding the promotion of an environment capable of changing according to patient feedback. In these instances, organisational processes were structured to focus on patients’ feedback and its receipt by the staff, including a non-punitive culture. Several patient feedback forms are available: voluntary events, patient surveys and informal feedback. Instruments to measure patient feedback focused on specific aspects of healthcare, to identify and clarify the problems for addressal by the management. The net promoter score was the main strategic indicator of patient feedback, used to assess the impact of improvement action.ConclusionsThe hospitals had established objectives that valued the patient’s perspective. Involvement of the health team, availability of different channels for feedback and the use of quality tools are considered a good basis for using patient feedback to drive quality improvement.

Trade union renewal through local partnerships for skill formation

2017 ◽  
Vol 23 (4) ◽  
pp. 441-455 ◽  
Author(s):  
Mads Peter Klindt
Keyword(s):  
Trade Union ◽  
Economic Restructuring ◽  
Skill Formation ◽  
The Public ◽  
Employment System ◽  
Neoliberal Reforms ◽  
Union Renewal ◽  
Multiple Case ◽  
Local Partnerships

This article investigates how unions can strengthen their role in settings that are highly affected by globalisation and liberalisation through engagement in local partnerships for skill formation. We identify a number of capacities possessed by unions that can be complementary to firms and other actors in the local arena and thus be formative for such partnerships. We build our argument by drawing on concepts from the literature on trade union revitalisation, on governance and on political economy. The article’s claims are substantiated by a multiple-case study from Denmark that illustrates how union-based partnerships have successfully facilitated retraining and labour market inclusion for workers who were made redundant during economic restructuring and, due to neoliberal reforms, were cut off from adequate assistance from the public employment system.

Substance Use and Self-Harm: Case Studies From Patients Admitted to an Urban Hospital Following Medically Serious Self-Harm

2017 ◽  
Vol 27 (14) ◽  
pp. 2201-2210 ◽  
Author(s):  
Elsie Breet ◽  
Jason Bantjes
Keyword(s):  
Substance Use ◽  
Case Study Research ◽  
Urban Hospital ◽  
Adaptive Function ◽  
The Past ◽  
Multiple Case ◽  
Self Harm ◽  
The Relationship ◽  
Analyze Data

Few qualitative studies have explored the relationship between substance use and self-harm. We employed a multiple-case study research design to analyze data from 80 patients who were admitted to a hospital in South Africa following self-harm. Our analysis revealed, from the perspective of patients, a number of distinct ways in which substance use is implicated in self-harm. Some patients reported that substance intoxication resulted in poor decision making and impulsivity, which led to self-harm. Others said substance use facilitated their self-harm. Some participants detailed how in the past their chronic substance use had served an adaptive function helping them to cope with distress, but more recently, this coping mechanism had failed which precipitated their self-harm. Some participants reported that substance use by someone else triggered their self-harm. Findings suggest that there are multiple pathways and a host of variables which mediate the relationship between substance use and self-harm.

scholarly journals CORREDORES URBANOS COMO CONECTORES DE VIDA PÚBLICA. DIAGNÓSTICO DE LOS CORREDORES URBANOS CENTRALES EN LA AVENIDA 24 DE MAYO, AZOGUES

2021 ◽  
pp. 78-107
Author(s):  
Lizeth Benavides ◽  
Natasha Cabrera_Jara ◽  
Belén Campoverde_Bermeo
Keyword(s):  
Public Space ◽  
Mobility Model ◽  
Original Research ◽  
The Public ◽  
Palabras Clave ◽  
Relationship Of ◽  
Urban Corridor ◽  
Siglo Xx ◽  
The Relationship

El cambio de modelo urbano asumido durante el siglo XX, trajo un sinnúmero de problemas como la priorización del vehículo, por lo que en la última década han surgido esfuerzos para dotar de importancia al ciudadano de a pie, en el espacio público. Esta investigación estudió las condiciones físico-espaciales de un corredor urbano donde el modelo centrado en el vehículo se acentúa, con la fnalidad de generar posibles estrategias que reviertan esta situación. Se tomó como caso de estudio a la Av. 24 de Mayo, en Azogues, y se lo analizó mediante una metodología mixta, que evaluó, detalladamente, tres zonas de estudio, determinando que la falta de accesibilidad y conectividad y el modelo de movilidad defendido por la ciudadanía, en general, infuyen directamente en las condiciones del espacio público peatonal y por ende en la habitabilidad urbana, perjudicando los desplazamientos a pie. Palabras clave: Espacio público; habitabilidad urbana; conectividad; accesibilidad; percepción. AbstractThe change of urban model assumed during the 20th century, brought countless problems such as the prioritization of vehicles, so in the last decade eforts have emerged to give importance to the citizen on foot in the public space. This original research studied the relationship of urban habitability with the physical-spatial conditions of an urban corridor, where the vehicle-centered model is accentuated, to generate possible strategies to reverse this situation. The Av. 24 de Mayo in Azogues was taken as a case study and analyzed using a mixed methodology that evaluated in detail three study areas, determining that the lack of accessibility and connectivity and the mobility model defended by citizens in general have a direct infuence on the conditions of the pedestrianpublic space and, therefore, on urban habitability, which afects walking Keywords: Public space; urban habitability; connectivity; accessibility; perception.

scholarly journals Viola Bernard and the case study of race in post-war America

2017 ◽  
Author(s):  
Joy Damousi
Keyword(s):  
Race Relations ◽  
Public Domain ◽  
Us History ◽  
The Public ◽  
The Us ◽  
Post War ◽  
The Relationship

It is in the US that the case study genre is reinvented within a politicised psychiatric-psychoanalytical framework in the work of Viola Bernard. Bernard’s writings pose enduring questions about the relationship between activism and US psychiatry, politics and race relations. This chapter traces Bernard’s efforts to develop a new, authoritative and politically effective narrative through her case notes and advocacy about black subjects. This involved mobilising the case study genre in the public domain at large, for political as well as medical purposes, in the context of a turbulent period in US history.

scholarly journals PAUL RUDOLPH’S DESIGN PRINCIPLES ON HIGH-RISE OFFICE BUILDINGS IN INDONESIA CASE STUDY: WISMA DHARMALA SAKTI JAKARTA AND WISMA DHARMALA SAKTI SURABAYA

2018 ◽  
Vol 2 (04) ◽  
pp. 372-387
Author(s):  
Nabila Qirala Sukada ; Purnama Salura
Keyword(s):  
Educational Institution ◽  
Design Principles ◽  
Office Buildings ◽  
Architectural Form ◽  
The Public ◽  
High Rise ◽  
Surgical Tool ◽  
Building Form ◽  
The Relationship

Abstract- Many of high-rise office buildings in Indonesia applies efficiency and effectivity of building form,cost, and time for construction as a number one priority. As a result, high-rise office buildings appears with aminimum-articulated form, and show the dominance by using glass materials as a facade. However, there arealso high-rise office buildings that have an articulated form and its facades that are not dominated by glass,although they appear in small numbers. Wisma Dharmala Sakti Jakarta and Wisma Dharmala Sakti Surabayaare one of them. Moreover, both buildings were designed by foreign architect, Paul Rudolph. Based on thepotentials of both buildings, this research focused on Paul Rudolph’s principles in designing high-rise officebuildings in Wisma Dharmala Sakti Jakarta and Wisma Dharmala Sakti SurabayaLooking at the phenomena of high-rise office buildings in Indonesia as described earlier, this smallnumber and the articulated form of high-rise office buildings designed by Paul Rudolph in Indonesia areinteresting to be understood even more. The main purpose of this research is to reveal the relationship betweenPaul Rudolph’s design principles with buildings, which are Wisma Dharmala Sakti Jakarta and WismaDharmala Sakti Surabaya.Using an interpretative method in a qualitative research, this research utilized theories that helpsunderstanding of an office building, theories that related to Paul Rudolph’s background and common thoughtabout architecture, and also Paul Rudolph’s theory about determinants of architectural form as a literaturestudy. Building’s Anatomy Theory is used as a surgical tool to disect the study cases, which happens to beWisma Dharmala Sakti Jakarta and Wisma Dharmala Sakti Surabaya.Result of this research are six points of Paul Rudolph’s principles in designing high-rise office buildingwhich are: repetition, space, scale, rotation, light, and context. Implementation of Paul Rudolph’s designprinciples in both study cases can be seen in the dominance of rotation and repetition of building elements. Theapplication of these two principles can fulfill all the three aspects of Paul Rudolph’s design ideal, which areform, context, and cycle.Benefit of this research is to enrich architectural vocabulary about design principles of a high-riseoffice buildings in Indonesia for the concerned educational institution, as a consideration and input toarchitects and the stakeholders to be more sensitive and critical in designing high-rise buildings in Indonesia,as a reference and study case about design principles of a high-rise office buildings for students, academics,architects, and the public with the focus of study concerned, and enrich the knowledge about Paul Rudolph’sdesign principles especially in designing high-rise office buildings in Indonesia for researcher.Keywords: Paul Rudolph, Design Principles, Office, Wisma Dharmala Sakti Jakarta, Wisma Dharmala SaktiSurabaya.

scholarly journals The Reconfiguration of the Theatre Space and the Relationship between Public and Private in the Case of Apartment Theatre

2017 ◽  
Vol 18 (3) ◽  
pp. 77
Author(s):  
Andreea Gabriela Lupu
Keyword(s):  
Empirical Investigation ◽  
Spatial Configuration ◽  
Participant Observation ◽  
Domestic Space ◽  
Public And Private ◽  
The Public ◽  
Artistic Production ◽  
The Relationship ◽  
Artistic Product

<p>This article tackles the means of theatre space reconfiguration in the apartment theater (<em>lorgean theater</em>), simultaneously analyzing the relation between public and private specific to this form of art. Structured around both a theoretical analysis and a qualitative empirical investigation, this paper emphasizes the traits of the theatre space as component of an artistic product received by the audience, and its value in the process of artistic production, within the theatre sector. The case study of <em>lorgean theater, </em>including a participant observation and an individual interview, enables the understanding of these two aspects of the spatial configuration, emphasizing its hybrid nature in terms of spatial configuration and the public-private relation as well as the act of reappropriation of the domestic space through an alternative practice of theatre consumption.</p>

scholarly journals Jornalismo e deliberação pública: um estudo de casos múltiplos Journalism and public deliberation: a multiple case study Periodismo y deliberación pública: un estudio de casos múltiples

2017 ◽  
Vol 39 (3) ◽  
pp. 5
Author(s):  
Solano Dos Santos Nascimento
Keyword(s):  
Social Problems ◽  
Multiple Case Study ◽  
Public Deliberation ◽  
Multiple Case ◽  
The Impact ◽  
The Relationship

ResumoO artigo apresenta o resultado de um estudo de casos múltiplos a respeito da relação entre três reportagens que trataram de problemas sociais – publicadas pela revista Época e pelos jornais O Globo e Correio Braziliense - e mudanças na legislação que teoricamente buscaram resolver os problemas apontados pelas reportagens. O estudo concluiu que houve influência das reportagens nas mudanças em leis, mas que esse impacto teve nuanças bastante distintas.AbstractThis report presents the results of a multiple case study about the relationship between three stories  that dealt with social problems - published by Época magazine and O Globo and Correio Braziliense newspapers  - and changes in legislation that theoretically sought to solve the problems pointed out by the stories . The study conclusion was that there was influence of the stories in laws  changes, the impact had quite different shades. ResumenEl artículo presenta el resultado de un estudio de casos múltiples acerca de la relación entre tres reportajes sobre problemas sociales-publicados por la revista Época y por los periódicos O Globo y Correio Braziliense - y cambios en la legislación que teóricamente buscaron resolver los problemas señalados por los reportajes . El estudio concluyó que hubo influencia de los reportajes en los cambios de leyes, pero que ese impacto tuvo matices muy distintos.

Knowledge-Driven Customer Support Services

2011 ◽  
pp. 23-38
Author(s):  
Itzhak Aviv ◽  
Meira Levy ◽  
Irit Hadar
Keyword(s):  
Knowledge Management ◽  
Customer Service ◽  
Support Services ◽  
Service Providers ◽  
Relationship Management ◽  
Customer Support ◽  
The Relationship ◽  
A Company ◽  
Software Organization

A Customers Relationship Management (CRM) program aspires to manage the relationship between a company and its customers as a key to success, in view of the fact that good relationships with customers lead to higher customers’ satisfaction. Despite the importance of CRM programs, their failure rates are high, partly because CRM service providers cannot resolve customers’ claims on time, which often occur due to the difficulty to find valuable knowledge and reproduce solutions. Therefore, integrating Knowledge Management (KM) activities, and in particular social Web 2.0 applications, within a CRM solution suit may enable to significantly enhance the efficiency of the organizational CRM program and build a knowledge-driven customer support services solution. The proposed CRM solution is based on a research case study conducted within customer service department of a large software organization.

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