Archives mensuelles : janvier 2017

Handling the clash between production & consumption: A situated view on front-line service workers’ competencies in interactive service

Anna Schneider (2016)

Munich: Hampp.

Abstract: The majority of the workforce is currently employed in the service industry where many employees are involved in daily face-to-face service interactions with customers. At the same time, these direct customer interactions are increasingly put under pressure for example, in traditional retailing by alternative distribution channels. Nevertheless, whenever an essential part of a business-model’s value-creation process builds on interactive service work, both front-line service workers and customers are forced to mutually work together in service interactions. The present study shows the tensions front-line service workers face between demands for cost-efficiency on the one hand and customer service on the other. Although these two rationalities do not necessarily contradict each other on an organizational level, individual front-line service workers face these contradictions in the form of challenging tensions in every day interactions with customers. Building on rich and comprehensive observational and interview data from the retail sales floor, the interpretive research approach allows the analysis of the challenges of interactive service work and carves out the corresponding competencies to handle the clash between production and consumption which manifest in service interactions. Drawing on Convention Theory (“Économie des conventions”), the situation as unit of analysis becomes center stage. Convention Theory shows that not only are individual characteristics such as friendliness important for successful service interactions, but especially the competent interplay between individual resources and organizational settings within the situation of interaction is essential. The results shed new light on individuals’ contributions to successful service interactions and contributes to a more fine-grained picture of the challenges and competencies in interactive service work.

Public branding audit. A pathway to brand accountability

Sabrina Gabl, Verena E. Wieser & Andrea Hemetsberger (2016)

In Ozcaglar-Toulouse, Nil/Rinallo, Diego/Belk, Russel W. (eds.)(2016): Consumer Culture Theory. Bingley (UK): Emerald Group, pp. 147-167.

Purpose. We stress the public demand for accountability of global brands and the rise in normative public brand evaluations in online networks. To gain an empirical and theoretical understanding of these phenomena, we introduce the notion of public brand auditing, which refers to public agents collectively contrasting brands against a multiplicity of shared understandings of what is worthy and good.
Methodology/approach. Convention theory serves as a theoretical lens to conceptualize public brand auditing, since it provides a normative framework of orders of worth based on which the appropriateness of actions are judged. Empirically, we conduct a netnographic study and illustrate public auditing strategies with online discussions about Google on the Slashdot platform.
Findings. We find that public brand auditing comprises two major auditing strategies: drawing leeways of acceptable brand conduct and allocating responsibilities.
Research implications. Approaching public forms of normative brand judgments from a convention theory perspective allows researchers to better understand how the public holds brands accountable and evaluates brand conduct against higher-order principles.
Practical implications. The concept of public brand auditing helps managers to understand and approach the normative basis of both positive and negative brand judgments.
Social implications. We urge brands to monitor public demand for accountability and emphasize the importance of the civic, market, and industrial orders of worth in guiding brand conduct.
Originality/value. This paper offers a conceptualization of and a framework for investigating public brand auditing phenomena.

Link to emeralinsight

Tourisme, mobilités et développement régional dans les Alpes Suisses : mise en scène et valeur territoriale. Montreux, Finhaut et Zermatt du XIXe siècle à nos jours

Delphine Guex (2016)

Neuchâtel: Éditions Alphil-Presses universitaires suisses

Le tourisme et les mobilités sont au coeur de l’économie actuelle. Pourtant, pendant longtemps, seul un petit nombre d’individus avait les moyens de se déplacer.
Ce livre s’attache, à travers les trajectoires de trois stations, à comprendre la manière dont évoluent des territoires concernés par le tourisme et les mobilités, et questionne la notion de valeur territoriale. Grâce à une réflexion transdisciplinaire au croisement de l’économie territoriale, de la sociologie, de l’histoire et de la géographie, cet ouvrage propose de comprendre le développement d’un territoire à travers la manière dont il est concerné par les mobilités : la mobilité des personnes, c’est-à-dire des consommateurs (et en premier lieu des touristes) et des travailleurs, mais aussi la mobilité des connaissances et de l’information, ainsi que la mobilité sur les marchés. De nos jours en effet, dans un monde « hypermobile », les lieux doivent être connectés aux autres. Nécessaires, ces mises en réseaux tendent néanmoins à une certaine standardisation des territoires. Or, pour attirer des touristes, de l’attention médiatique, et des investisseurs, les territoires doivent se démarquer ! C’est ce processus de mise en scène et de construction de la valeur que présente ce livre.
Ces aspects sont étudiés pour le cas particulier des trajectoires socioéconomiques de stations touristiques suisses (Finhaut, Montreux, et Zermatt). On montre comment, d’un côté, ces territoires se sont inscrits, selon les époques, dans les mobilités, et comment, d’un autre côté, ces territoires ont pu combiner et réguler les effets locaux de ces mobilités.


The need for an alternative to shareholder value creation? The Ethomed student experience

Bernard Paranque (2017)

Research in International Business and Finance, 39(B), p. 686–695

Abstract. This article aims to highlight the need for a radical break with the methodological individualism that dominates the fields of economics and management, especially finance. It advocates the need to try to understand the issues and methods that are required to coordinate economic action in order to meet social needs. The article questions methodological individualism and the dominant role played by shareholders. Is it possible to promote social welfare simply by considering it to be a result of a shareholder value maximization point of view? If not, this implies not only understanding fully the challenges that we face but also being innovative regarding the way in which we coordinate the actions that are necessary to meet these challenges head on, and perhaps promoting another character as a substitute for the shareholder.

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