243,779 research outputs found

    Managing engagement behaviors in a network of customers and stakeholders: evidence from the nursing home sector

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    Firms striving for long-term profitability need to build stronger customer-firm relationships by getting their customers more engaged with the firm. One path to this end is introducing practices to manage different forms of customer engagement behaviors (CEBs). To develop more effective and efficient CEB management practices, this research proposes and empirically tests a theoretical model on managerial and psychological processes to encourage CEBs that are embedded in a broader network of customers and stakeholders. Based on qualitative and quantitative studies in nursing homes, we demonstrate that organizational support and overall service quality toward significant others influence some forms of CEBs—more particularly feedback and positive word of mouth (WOM) behaviors—through customer affect toward the organization. It is interesting to note that customer affect toward the organization encouragesWOMbehaviors, while it discourages feedback behaviors. Conversely, managerial processes that increase customer role readiness—such as organizational socialization and support from other customers—were found to have a positive impact on all forms of CEBs. This research helps managers of nursing homes and other services with a broad network of customers and stakeholders to improve existing CEB management practices and develop new CEB management practices that are beneficial for the firm and its stakeholders

    A Pirâmide das RP: Os media sociais e o papel das Relações

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    This paper explores the relationship between social media as tools used by public relations professionals and as part of the daily lives of organizations’ stakeholders, identifying emergent practices in public relations and confronting new perspectives, both professional and academic, on public relations functions and on its role within organizational communication. Departing from the agreement shared by academics and professionals on a profound shift in public relations as a consequence of the increasingly widespread, intense and frequent use of social media, this paper intends to clarify the nature and terms of that shift. Two perspectives are confronted: one of them is focused on emergent professional practices and regards social media as tools at the disposal of the PR professional; the other is broader in scope and views social media as a contextual factor that influences both the stakeholders’ behavior patterns and PR practices, thus redefining the role of public relations within organizational communication. The paper presents results from an exploratory study whose goal was to identify a conceptual framework for understanding the impact of social media on public relations.A relevant case study was identified, presenting the solution found by TAP, the Portuguese airline company, to deal with communication crisis involving the social media and to successfully manage social media use as a complementary communication channel. TAP’s social media presence is managed through an articulation of public relations, marketing and customer support where public relations assume a pivotal role. Drawing on this case study, we propose the PR pyramid as a theoretical model that redefines the role of public relations as the orchestrator of the consistent, coherent and integrated communication that is demanded by the contemporary digital context

    The mediation between participative leadership and employee exploratory innovation: Examining intermediate knowledge mechanisms

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    The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link.We examine mediation effects of coworker knowledge sharing and absorptive capacity on the participative leadership–employee exploratory innovation relationship in R&D units of Taiwanese technology firms. Deploying a time-lagged questionnaire method implemented over four business quarters, data is generated from 1600 paired samples (managers and employees) in R&D units of Taiwanese technology firms. The structural equation modeling results reveal that (1) participative leadership is positively related to employee exploratory innovation; (2) coworker knowledge and (3) absorptive capacity partially mediate the relationship between participative leadership and employee exploratory innovation independently; and, (4) coworker knowledge sharing in combination with absorptive capacity partially mediates this relationship. The results extend previous research on participative leadership and innovation by demonstrating that participative leadership is related to employee exploratory innovation (Lee and Meyer-Doyle, 2017; Mom et al., 2009).Results also confirm that participative leadership drives employee exploratory innovation through employee absorptive capacity. This reinforces the need highlighted by Lane et al. (2006) to investigate the role of absorptive capacity at the individual-level. Collectively, while participative leadership is important for employee exploratory innovation it is the knowledge mechanisms existing and interacting at the employee-level that are central to generating increased employee exploratory innovation from this leadership approach

    An Exploratory Application of Rhetorical Structure Theory to Detect Coherence Errors in L2 English Writing: Possible Implications for Automated Writing Evaluation Software

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    This paper presents an initial attempt to examine whether Rhetorical Structure Theory (RST) (Mann & Thompson, 1988) can be fruitfully applied to the detection of the coherence errors made by Taiwanese low-intermediate learners of English. This investigation is considered warranted for three reasons. First, other methods for bottom-up coherence analysis have proved ineffective (e.g., Watson Todd et al., 2007). Second, this research provides a preliminary categorization of the coherence errors made by first language (L1) Chinese learners of English. Third, second language discourse errors in general have received little attention in applied linguistic research. The data are 45 written samples from the LTTC English Learner Corpus, a Taiwanese learner corpus of English currently under construction. The rationale of this study is that diagrams which violate some of the rules of RST diagram formation will point to coherence errors. No reliability test has been conducted since this work is at an initial stage. Therefore, this study is exploratory and results are preliminary. Results are discussed in terms of the practicality of using this method to detect coherence errors, their possible consequences about claims for a typical inductive content order in the writing of L1 Chinese learners of English, and their potential implications for Automated Writing Evaluation (AWE) software, since discourse organization is one of the essay characteristics assessed by this software. In particular, the extent to which the kinds of errors detected through the RST analysis match those located by Criterion (Burstein, Chodorow, & Leachock, 2004), a well-known AWE software by Educational Testing Service (ETS), is discussed

    L\'evy flights and self-similar exploratory behaviour of termite workers: beyond model fitting

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    Animal movements have been related to optimal foraging strategies where self-similar trajectories are central. Most of the experimental studies done so far have focused mainly on fitting statistical models to data in order to test for movement patterns described by power-laws. Here we show by analyzing over half a million movement displacements that isolated termite workers actually exhibit a range of very interesting dynamical properties --including L\'evy flights-- in their exploratory behaviour. Going beyond the current trend of statistical model fitting alone, our study analyses anomalous diffusion and structure functions to estimate values of the scaling exponents describing displacement statistics. We evince the fractal nature of the movement patterns and show how the scaling exponents describing termite space exploration intriguingly comply with mathematical relations found in the physics of transport phenomena. By doing this, we rescue a rich variety of physical and biological phenomenology that can be potentially important and meaningful for the study of complex animal behavior and, in particular, for the study of how patterns of exploratory behaviour of individual social insects may impact not only their feeding demands but also nestmate encounter patterns and, hence, their dynamics at the social scale.Comment: 13 pages, 11 figures. Unrevised version. Final version to appear in Plos ON
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