Corporate Reputation Management: A Case Study of Courier Service Provider

2021 ◽  
Vol 1 (1) ◽  
Author(s):  
Nor Farzanah Norhaznan
Keyword(s):  
Service Provider ◽  
Corporate Reputation ◽  
Negative Reaction ◽  
Reputation Management ◽  
Willingness To Participate ◽  
Organisational Commitment ◽  
Courier Service

One of the most significant intangible organisational assets is reputation. It's a complicated phenomenon that needs to be handled carefully. In fact, it has been proven that an organization's reputation is a prerequisite for individual stakeholders' willingness to participate in a relationship with it. This essay seeks to clarify the communication tactics that should be utilised to restore an organization's reputation that has been harmed by a problem. A case study of postal currier services was used to demonstrate how a problem might lead to a negative reaction from stakeholders. In maintaining an organization's reputation, the essay stated that addressing the issue immediately, developing inclusivity among employees, and organisational commitment as a corporate citizen are all vital.

Online Corporate Reputation Management and IT

2014 ◽  
pp. 206-228
Author(s):  
Alberto Francesconi ◽  
Claudia Dossena
Keyword(s):  
Competitive Advantage ◽  
Service Provider ◽  
Corporate Reputation ◽  
Management Practices ◽  
Reputation Management ◽  
Pragmatic Approach ◽  
Web Based ◽  
Resource Based View ◽  
Online Reputation

According to the Resource-Based View, the Corporate Reputation (CR) is seen as a core resource and a major factor in gaining competitive advantage. Thanks to the development of Web-based technologies, stakeholders can easily spread their own perspective about an organization, its products, services, brands, members and so forth, affecting its online CR. This work focuses on “online corporate reputation” and the exploitation of IT (Online Reputation Management Systems) to support the related management practices. Taking a pragmatic approach, the authors develop a case-study based on the experience developed by an Italian leading e-service provider.

scholarly journals The influence of “buffering” variables on clients’ willingness to engage in dysfunctional behavior after a service failure

2014 ◽  
Vol 17 (3) ◽  
pp. 297-309 ◽  
Author(s):  
Christo Boshoff
Keyword(s):  
Service Provider ◽  
Corporate Reputation ◽  
Structural Equation ◽  
Service Failure ◽  
Measurement Model ◽  
Reputation Management ◽  
Equation Modeling ◽  
Service Firms ◽  
Online Questionnaire ◽  
Service Managers

Much of the current service failure and recovery literature centres on reactive, post hoc measures that managers can take to address service failure. More importantly, much of the reported research has focused on managerial mechanisms under the direct control of service managers. This study shows that by viewing their responsibilities more broadly than only their narrow service-related goals, service managers can do much to prevent disgruntled clients from switching to competing service providers.A thousand clients of a commercial bank who complained about a service failure completed an online questionnaire. Following a thorough assessment of the construct validity of the measurement model, the mediating role of brand superiority and corporate reputation was assessed by means of structural equation modeling. The results reveal that both brand superiority and reputation mediate the relationship between negative word-of-mouth and intentions to switch to a competing service provider, following a service failure.The results show that by enhancing the firm’s brand superiority and corporate reputation, service firms can build a ‘buffer’ that can deter clients who have suffered a service failure from switching to a competing service provider. In other words, service managers should broaden their organisational involvement by participating in activities such as strategic planning, corporate reputation management, and the planning of brand strategies and positioning strategies, as these variables can prevent complaining clients from ending their relationship with the offending service provider. The results, by implication, caution service managers against a myopic view of their role in the service organisation.

Developing design literacy through brand-based artefacts

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Catarina LELIS
Keyword(s):  
Empirical Study ◽  
Focus Groups ◽  
Design Process ◽  
Basic Design ◽  
Willingness To Participate ◽  
Socially Responsible ◽  
Interaction Structure ◽  
Functional Prototype ◽  
High Willingness

The brand is a powerful representational and identification-led asset that can be used to engage staff in creative, sustainable and developmental activities. Being a brand the result of, foremost, a design exercise, it is fair to suppose that it can be a relevant resource for the advancement of design literacy within organisational contexts. The main objective of this paper was to test and validate an interaction structure for an informed co-design process on visual brand artefacts. To carry on the empirical study, a university was chosen as case study as these contexts are generally rich in employee diversity. A non-functional prototype was designed, and walkthroughs were performed in five focus groups held with staff. The latter evidenced a need/wish to engage with basic design principles and high willingness to participate in the creation of brand design artefacts, mostly with the purposeof increasing its consistent use and innovate in its representation possibilities, whilst augmenting the brand’s socially responsible values.

scholarly journals Performance of emerging dairy services agri-enterprises: a case study of youth-led service provider enterprises (SPE)

2018 ◽  
Author(s):  
Catherine W. Kilelu ◽  
◽  
Jessica Koge ◽  
Cyrus Kabuga ◽  
Jan van der Lee
Keyword(s):  
Service Provider

scholarly journals A Theorisation on the Impact of Responsive Corporate Social Responsibility on the Moral Disposition, Change and Reputation of Business Organisations

2018 ◽  
Vol 8 (4) ◽  
pp. 105
Author(s):  
Tan Seng Teck ◽  
Chang Jau Ho ◽  
Liau Chee How ◽  
Nanthakumar Karuppiah ◽  
William Chua
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Corporate Reputation ◽  
Organisational Change ◽  
Reputation Management ◽  
General Management ◽  
Research Paradigms ◽  
External Pressures ◽  
Corporate Social ◽  
The Impact

Corporate social responsibility has been a densely researched area. Research paradigms have evolved significantly stamping from a sociological focus to a more business integrated framework and the currently growing emphasis on quantifying its performance. However, while much literatures champion the proponents of a proactive corporate social responsibility, the contributions of the more responsive version have been largely under studied. This is not an empirical paper. Far from it, this paper attempts to unveil the current literature gaps pertaining to responsive corporate social responsibility. This paper explores the intrinsic contributions of responsive corporate social responsibility on the moral discourse, organisational change and reputation management in an organisation. It theorises the concept of responsive corporate social responsibility as a moderator of external pressures, as a vector of a moral reboot in organisation change and a device for salvaging reputational damage in business organisations. This paper draws from the literature gaps between studies of normative morality and its interaction in principles of general management, organisational change concepts, branding and corporate reputation. It underwrites to examine the moral contents and discourse of business firms when faced with hostile externalities and studies the moral entrails in its organisational change processes and sequentially how this implicates the corporate reputation of a firm. This paper argues that the impacts of responsive corporate social responsibility and its ability to impact moral dispositions in business organisations deserve closer scrutiny. Study on the influence of responsive corporate social responsibility on organisation change and reputational salvage has similarly is also underscored. This article provides a theoretical review of the emerging gaps in corporate social responsibility and prompts that the concept of responsive social responsibility warrants closer attention.

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