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The Customer Experience-driven Organization : The "Zingerman's Way" to Great Service
-- Ari Weinzweig, John Tropman
In a world where there's more and more competition every day for customers' dollars,
great service really does make a difference. Service standards are generally so poor, that when
you can actually deliver great service it's a memorable, if not monumental, event.
© 2011, Ari Weinzweig and John Tropman.
All Rights Reserved.
Collaboration and Co-Creation : A Framework for Implementation
-- Gaurav Bhalla
The article presents and discusses a framework of four processes and competencies
for designing and implementing co-creation programs. First, companies need to listen to
their customers. Second, they need to meaningfully engage their customers. Third, they need
to respond externally and create vehicles for co-creating value with customers.
Finally, companies need to respond internally, by investing in co-creation structures and
processes. These four elements working in concert create the capability of customer collaboration
and co-creation in companies.
© 2011, Springer Science+Business Media, LLC. All Rights
reserved.
Hospital downsizing : A breach of trust?
-- Ronald J Burke, Eddy W S Ng, Jacob Wolpin
The years 2009 and 2010 witnessed the downsizing and restructuring of the
healthcare sector in North America. Elsewhere the governments have been struggling to reduce
deficits at a time of worldwide economic recession. Hospital downsizing, reflected in the
termination of some employees, reflects a breach of employee trust in the
employer-employee relationship. This article examines the relationship between downsizing efforts undertaken
by the healthcare sector and its perceived threats to job security among the nursing staff.
© 2011 Ronald J. Burke, Eddy Ng and Jacob Wolpin.
All Rights Reserved.
Building Trust by Ethical Values and Virtues : The Key to Long-term Success
-- Christoph Stückelberger
The current economic crisis is among others a crisis of trust. Re-building trust is possible
by inculcating good personal behavior and making institutional decisions based on ethical
values and virtues. The following article shows the meaning and implications of this perspective
and the steps which can help to build trust.
© 2011, Christoph Stückelberger. All Rights Reserved.
So, What Do We Do Now? : Stopping and Starting Over
-- Dan Coughlin
This is an incredibly important time in history. The world has gone through a massive
shake-up. Industries have been tossed up and down and all around. The economic hurricane
has blown over many existing structures and careers. The storm is over, and now the
rebuilding has begun.
© 2011, Dan Coughlin. All Rights reserved.
Prevailing trust through Corporate Social Responsibility
in Spain : Demystifying misleading
profit-maximizing paradigms in the context of the
current global crisis
-- Christian F Duarte Varela
Debates over the scope of corporate responsibilities have raised an important
theoretical question that goes to the purposes and roles of the modern companies. Do we constitute
a company just to maximize profits. How do we balance the profit-maximizing interests,
with corporate social responsibility and trust building? In Britain, the model seems to
work outstandingly, excelling in Europe. How is the situation for Spain? This article explores
these questions.
© 2011, Christian F Duarte Varela. All Rights Reserved.
The Power of Specialization,
Division of Labor between Firms and the Rise of the Service Economy : A Study
-- Jochen Wirtz, Michael Ehret
Why have services grown into the
dominant sector of developed economies? An analysis of macroeconomic data shows
that business services make the strongest contribution to the rise of the service sector. In
this article, we integrate three related economic theories of the firm to explain business services
in shaping firms, industries and economies. Business service providers relieve their clients
from the costs of asset ownership, unlock management capacity and support their clients
in navigating their firm's boundaries towards their most valuable business opportunities.
© 2011, Wirtz and Ehret. All Rights reserved.
PERSPECTIVE
The Moral of the Moment : A Ride to Remember
-- Rob L Jolles
© 2011 Rob Jolles. All Rights Reserved.
PERSPECTIVE
Delegating Effectively : Terence R Traut
-- Terence R Traut
© 2011 Terence R Traut. All Rights Reserved.
LEADERSHIP
Knowledge of Followers : Does It Matter for Leaders?
-- GRK Murty
Leadership comes into existence only when there are followers. And nothing makes a
leader more successful other than having followers who can always tell the truth, even at the cost
of their safety. It is only when followers say the truth and leaders willingly listen to them
that organizations achieve success.
INTERVIEW
-- Richard B Chase
You can't trust companies where the processes which underlie their business are
so complicated that no one really understands how they work.
The interview was conducted by
-- Dr. Nagendra V Chowdary |
