Academic literature on the topic 'Unconscious study of shareholder and customer'

In this study the relationship between customer-related measures and a firm's shareholder value was examined. Based on well-founded theories of customer satisfaction, loyalty, and customer lifetime value (CLV), an integrated structural model is hypothesized in this study to explore the structural nexus among those customer-related factors. A random sample of 1,000 credit card holders with 11 banks in Taiwan were surveyed by means of a questionnaire. A total of 326 valid questionnaires were collected and analyzed. In comparison with CLV and customer loyalty, the empirical findings suggest that the factor of customer satisfaction is the most important indicator of a firm's shareholder value. Study results also indicated that customer loyalty has a negative impact on shareholder value.

Purpose – This study aims to explain how supply chain alignment, which remains a major challenge for supply chains, can be achieved and its implications for business performance (BP) by testing the strengths of the relationships between previously identified enablers, supply chain alignment and BP. Design/methodology/approach – A literature review develops hypotheses on the relationships between enablers, alignment and BP. A survey of medium-to-large UK manufacturing companies was conducted where the sample comprised 151 randomly selected companies, and the response rate was 56 per cent. Partial least square regression was used to test the hypothesis. Findings – Two types of supply chain alignment are defined – shareholder and customer – but only customer alignment (CA) has a direct positive impact on BP, while shareholder alignment (SA) is its antecedent. Top management support was shown to be an enabler of both shareholder and CA, while organisation structure, information sharing and performance measurement system enabled SA, while internal relational behaviour enabled CA. Research limitations/implications – Supply chain management research lacks knowledge on exactly how supply chain alignment can be achieved and what BP implications it has. This research provides a tested conceptual model to address this gap. Practical implications – The refined conceptual model provides precise guidance to practitioners on how to improve BP through supply chain alignment. Originality/value – Whilst the strategic management literature emphasizes the importance of SA, this study reveals another crucial alignment – CA – and shows its direct positive impact on BP.

This article reports on the findings from an exploratory, qualitative first part of a research that (1) theorises that successful creation of shareholder value in relationship marketing and management requires relationship quality, which translates into customer retention, and that (2) models relationship quality and customer retention as key mediating variables in the creation of shareholder value. A multiple case study involving companies (in exporter-importer dyads) in the Danish- British dairy sector, the Danish-British bacon sector and the New Zealand-British wine sector explored the key constructs of relationship quality; specifically, the cases examined whether or not the dimensions of relationship quality that Roberts (1998) and Roberts et al. (2000) have suggested are an appropriate framework. These dimensions are as follows: trust in credibility, trust in benevolence, commitment, conflict, satisfaction and social bonding. The evidence of the findings suggests that it does make sense to employ relationship quality as a concept in relationship marketing and management, and that the six dimensions are an appropriate framework for doing so. The managerial implications of the research findings are examined. The article concludes that there is a positive relationship between all of the antecedents of relationship quality (except for conflict), and that there is a positive relationship between customer retention and all of the consequences of customer retention (except for customer costs), and it proposes to test this idea in a confirmative, quantitative second part (using LISREL) in the context of the New Zealand-British wine sector.

Purpose This study aims to investigate stakeholder orientation’s influence on firm’s performance and analyze four types of stakeholder orientations: customer, competitor, employee and shareholder. Moreover, this research extended the previous literature by examining perceived market uncertainty’s moderating effect, which can influence the effects of the orientation to all four stakeholder groups’ effects on firm performance. Design/methodology/approach The study collected questionnaire data from 370 small and medium-sized enterprises in the steel fabrication industry in Thailand, and hierarchical regression analysis was used to test the hypotheses. Findings The results of the main effect analysis indicated that customer, competitor and employee orientation affected firm’s performance positively and significantly; however, the analysis did not support shareholder orientation’s significant contribution. Moreover, the analysis of the moderating effect showed that perceived market uncertainty moderated customer and competitor orientation’s effect on firm’s performance positively and significantly. However, perceived market uncertainty moderated employee and shareholder orientation’s effects on firm’s performance negatively and significantly. Originality/value This study advances prior research by showing that stakeholder orientation’s role in firms’ performance may be contingent on the nature of market conditions that firms experience. In particular, this research demonstrated that not all aspects of stakeholder orientation may be beneficial for firms to maintain high performance under high market uncertainty.

Purpose – The purpose of this paper is to investigate how buyers and the vendors pursue alignment in collaborative purchasing (CP) of complex medical technologies. Design/methodology/approach – Through a literature review in CP, the paper identify factors for shareholder alignment (i.e. aligning the needs of the buyers within the purchasing group) and customer alignment (i.e. aligning buyers’ needs with the vendors offering strategies) and investigate how they manifest in the case of CP of complex technology in the Danish National Healthcare System. Findings – Shareholder alignment requires appropriate management of the relationships, expertise and guidance in simplifying procedures and effective management of the purchasing group. Customer alignment is facilitated by buyers’ understating of the vendor’s design options, which are moderated by the vendor’s design strategies. Research limitations/implications – The findings and generalizations from a single case study are limited to the complexity of the purchased technology and the specific cultural context. However the paper represents the first explorative study that poses the attention on the relevance of shareholder and customer alignment in CP. Practical implications – The study can offer hospitals, vendors, governmental and regional institutions a better understanding about the alignment mechanisms for successful implementation of CP and how to avoid pitfalls. Originality/value – Literature on CP is scarce as there are virtually no contributions that debate the key elements and tradeoffs that need to be considered for strategic alignment. The study addresses this gap.

High competition in the banking industry requires the banking industry to properly manage relationships with customers, as it is known as Customer Relationship Management (CRM). CRM applications will become effective when supported by information technology. Investment in information technology is not a small investment, because the higher the information technology, the greater the value of the investment. This study aims to obtain a model of CRM performance measurement in the banking industry efficiently and effective. The method in this study uses descriptive analytical method, while the results obtained in this study is a CRM Scorecard. CRM Scorecard is one of the approach models that correctly measure the performance of CRM, which is based on information technology. Through CRM Scorecard approach, information technology investment in CRM is no longer seen as a cost center, but seen to be a profit center, because the company can manage customers efficiently and effectively in order to enhance shareholder value in the future.

The Public sector plays a critical role in the effective delivery of public services that are essential to the functioning of a state economy. The service delivery in the public sector has been noted to be ineffective due to self-interest service from the public sector officers, unlike the private sector, where focus is primarily on shareholder value. The study examined the effect of the balanced scorecard and service delivery at the national health insurance fund in Mombasa County, Kenya. The specific objectives of the study were to determine the effect of the financial perspective of the balanced scorecard, the effect of customer perspective of the balanced scorecard, the internal business perspective of balanced and examine the effect of innovation and learning perspective of balanced scorecard on service delivery at national health insurance fund in Mombasa County. The study is anchored on Balanced score card model and agency theory. The study adopted a descriptive survey research design that depicts the attributes of a specific circumstance, occasion, or case. The targeted population of the study was 158 and the respondents were senior managers, middle level managers, lower level managers and the support staff working at national health insurance fund in Mombasa County. The study finds that the balanced scorecard improves systems of the cost structure, the organization creates more revenue opportunities, net shareholder value is maintained and the asset is well utilized. Additionally, it can be concluded that most employees are delighted with the financial evaluation process by use of the balanced scorecard. The study found a positive relationship between the balanced scorecard components namely customer focus, financial perspective, customer perspective, internal business perspective, innovation, learning aspect and service delivery. The study concluded that customer focus to enhance the service delivery could be through implementing customer satisfaction measures, implementing customer service charter, maintaining product functionality, maintaining customer relationship management and maintaining customer loyalty. The study recommended that the need for NHIF to achieve the balanced scorecard to be able to track financial results while simultaneously monitoring progress through building the capabilities and as well acquiring the intangible assets they would need future growth. Also, the study recommended the organization to consider the issue cost minimization strategy to enhance the service delivery to the customers. In addition to that, there is a need to have a permanent solution to steady funds to be able to meet its obligations. The study further recommended that the organization to embrace the balanced scorecard and will help improve communication between the management and customers thus improve on the quality service hence satisfy the needs of the customers.

Is there a value-relevance associated with the disclosure of a corporate mission? In this study the mission orientation of 143 UK listed companies are analysed according to their orientation towards shareholders, stakeholders, customers and markets. Performance is then analysed by means of multiple regressions, allowing for beta, gearing, size and tax, as control variables, and taking account of mission orientation by means of a dummy variable in separate regressions. As to the accounting return on equity, dummy variables were not significant in the service sector. In the non-service sector the shareholder-orientated dummy was relevant to the accounting return on equity over three years, but the overall model was not very significant. However, three-year stock returns in the service sector are strongly influenced by whether company mission is shareholder orientated or not. In the non-service sector, six-year stock returns, and also excess returns, are influenced by whether a company is stakeholder orientated or not. Mission, according to customer orientation, did not affect performance. The overall conclusion is that there may be some value-relevance attached to mission orientation, although in this sample it was invariant to customer-orientation.

Purpose Regarding the interpersonal influence of customer anger on frontline employees (FLEs) in service encounters, existing findings remain mixed. Building on emotion as a social information model and appraisal theory, this study aims to focus on two dimensions of customer anger – intensity and relevance with FLEs and examined their divergent effects on FLEs’ immediate recovery performance. Design/methodology/approach This study conducted a questionnaire survey of 366 Chinese FLEs in the hospitality and tourism industries. Hierarchical regressions and bootstrap analysis for nonlinear mediated relationships were used to test the hypotheses. Findings The results suggested a U-shaped curvilinear relationship between the intensity of customer anger and FLEs’ recovery performance and a positive linear relationship between relevance with FLEs of customer anger and FLEs’ recovery performance. Moreover, the mediating effects of FLEs’ emotional anger and cognitive perceived threat were confirmed. Practical implications Service managers should improve FLEs’ awareness of unconscious emotional contagion and encourage them to shoulder responsibility actively even if customer anger is not related to them. In addition, complaining customers can learn how to strategically express anger to get good remedies. Originality/value This paper examines the divergent effects of two dimensions of customer anger on FLEs, advancing the understanding of customer anger in the service interaction. It is also the first to suggest the U-shaped nonlinear effect of customer anger intensity on employees’ service outcomes and its underlying mechanisms, reconciling mixed findings.

Purpose – Based on the principles of the stakeholder management theory, the purpose of this paper is to explore customers’ multidimensional perceptions of both banking companies and the corporate social responsibility (CSR) orientations of these companies. The paper also explores how these multidimensional perceptions affect customer identification and satisfaction towards banking companies. Design/methodology/approach – A structural equation model is tested using information collected from 1,124 banking service customers. Findings – The findings demonstrate that customers’ perceptions of customer-related CSR and broad legal and ethical issues have significant positive impact on both customer identification and satisfaction with banking companies. Perceptions of shareholder-related CSR also significantly boost customer satisfaction. In contrast, perceptions of employee- and community-related CSR do not have a profound effect on customer identification or satisfaction. These findings also confirm the importance of customer identification with the company as a key mediator in their satisfaction responses to the multidimensional perceptions of the companies’ CSR orientations. Originality/value – The contribution of the paper is based on the exploration of a multidimensional approach, relying on the principles of the stakeholder management theory to study customer responses and perceptions of the CSR orientations of banking companies. Previous scholars have reported mixed findings while exploring customer responses to their perceptions of companies’ CSR orientations. However, they frequently considered customer CSR perceptions either as one-dimensional or a reflective second-order construct, thus ignoring the possibility of multidimensional CSR perceptions having multiple effects on customer responses such as identification and satisfaction.

This thesis assumes that the real essence of an organisation is its connectedness to the primary task. Hence the metaphor of 'soul' and the notion that passion for the task must be present to create 'soul'. It therefore follows that the nature of the primary task is central to the type of organisations that is created. The past decade of downsizing and the rise of the 'high performance culture' have developed their own narrative about delivering shareholder value. Alongside this, too often, exists the feeling that "this place has lost it soul". From that perspective, this thesis addresses the question: how does an increased focus on shareholder value impact on the organisation's passion for its primary task? In a qualitative study based on semi-structured interview data, the characteristics of the task of shareholder value delivery and its impact on customer service delivery are described in this thesis as have been reported by the informants of three large business units from The Australian Banking Corporation, Plc. (ABC), the fictionalised organization which forms the case study for this research. Drawing on a psycho-analytic theoretical frame of organisational theory, the dynamic that this shift in task has created is identified and interpreted. From this phenomenological position, the findings clearly reveal that shareholder value is identified as the current primary task of the organisation, and has become deeply embedded through a business model promoting separated specialist businesses within the umbrella of ABC. The findings show that the tension between delivering service to the customer as stakeholder, the initial primary task, and the current task of delivering shareholder value is unconsciously contained through a process of splitting and projection to establish an idealised customer. The concept of social defense is applied to interpret this dynamic as it enables ABC to engage in the fantasy that it remains customer focussed. In order to replace the primary task of customer service with the task of delivering shareholder value, a process of substitution and mutation developed unconsciously from fear for the survival of ABC which, equally unconsciously connected the notion of service with the desire to serve the shareholder. The pain and anxiety produced by downsizing and continual attention to cost reduction, highly characteristic of the shareholder value model, substantially reduced organisational morale and, in this context, ABC embraced a genuine desire to create a new set of values and a healthy culture. However, what emerged was a religious fundamentalist culture that protects and reinforces the task of delivering shareholder value. Weber's protestant fundamentalism model promoted the creation of financial wealth through hard work while generating feelings of inclusion to render the task of shareholder value more palatable in the organisation. These two systems became symbiotic though the task values intrinsic in delivering shareholder value were recognised as being devoid of altruism. The dogma driven by the system is fundamentalist, the culture is divisively individualistic and passion for the newly accepted primary task is apparently impossible. Hence, it is concluded, the organisational 'soul' of ABC has been corroded. The implications of these findings for practice are concerned with the impact of the task of pursuing shareholder value, and the system it creates as they impact on ABC's ability to change and adapt so that: - Short-termism and risk aversion appear to be affecting the capacity of the CEO to lead the organisation into a growth phase. - Adoption of the specialisation model at ABC, supported by the CEO with a competitive individual reward program, appears to have reduced the potential for ABC to institute change in response to market evolution. - The preparedness of the CEO to risk investment in the medium to long term for growth while managing the short-term expectations of the market has been diminished. - The heroic CEO that the shareholder value model attracts is now concerned about his own legacy, which is impacting on his preparedness to promote a vision for the medium to longer term. - The culture supports the status quo and is now promoted by ABC as part of what differentiates it from its competitors. To change this, it will need to look outside ABC. This, however, appears to have become a blind spot.

Background: Previously, marketing has focused on audiovisual stimulus but as a result from the information overload of the modern society, companies find it harder to differentiate from the competitors through the traditional marketing channels. Consumers of today tend to take functional attributes for granted and seek for an emotional involvement in the purchasing process. Sensory marketing aims at strengthening the relationship between a brand and its consumers on a deeper level through the involvement of the human senses; sight, sound, smell, taste and touch. Since the phenomenon is relatively new, the amount of studies concerning the eventual benefits on brand perception is limited.

Purpose: This study investigates how sensory branding can influence the perception of a brand for the consumer.

Method: The use of sensory branding was explored by conducting interviews with specialists within the field. The main basis for this research was an experiment, where the effect of using an ambient scent in the branding process was tested in order to investigate and analyze its effect on brand perception.

Conclusion: Sensory marketing changes brand perception positively when the stimulus is congruent with the other brand elements. It can thus be seen as a suitable tool for reinforcing the value of a brand. A congruent stimulus influences the consumer on an unconscious level and can affect preference positively hence triggering impulse buying behavior.Adding a sensory dimension to the marketing strategy can strengthen the brand equity implying a stronger bond between the brand and the consumer. However,the authors argue that a strong brand platform is required to benefit ultimately from an investment in sensory branding. The use of sensory branding is growing rapidly and it is predicted to be the future of strategic branding.

Many organizations turn to agile methods and practices in their organization in order to retain competitiveness in today's rapidly changing environment and changing customer demands. Researchers claim agile practices, such as Agile Project Management to be most successful if implemented in the entire organization, in an all-or-nothing approach. However, as many traditional organizations are attempting to adopt agile principles such as APM, few studies have been made to what extent agile methods and practices can be successful in traditional organizations. This research investigates how a APM-team at SEB can function in accordance to agile philosophy, and further, if the legacy and traditional structures at SEB counteract the APM-team. The study is a single case study, investigating one APM-team at SEB through semi-structured interviews and organizational documents. In order to answer the research question, a model of analysis was derived in order to capture the important theoretical concepts. It was found that the investigated APM-team in SEB does not function fully in order with agile philosophies, and further that the traditional structures and legacy at SEB hinders the APMteam to work according to agile philosophies. It was also found that the APM-team experienced difficulties with the actual agile way of working, which could affect their ability to work in accordance with said practices. Further research is needed for a greater context to fully understand how traditional organizations can counteract agile initiatives.

Die Dissertation befasst sich mit den Folgen negativer kritischer Ereignisse und gibt Hinweise, was Manager vor und nach dem Ereignis tun könnten, um potentiell negative Effekte zu minimieren. Während sich die ersten zwei Aufsätze mit der Wirkung kritischer Ereignisse aus Sicht der Konsumenten befassen, widmen sich die Aufsätze 3 und 4 der Shareholder-Perspektive. Aufsatz 1 untersucht die Wahrnehmungsveränderungen in Folge verschiedener Ereignisse mit Hilfe des Konzepts der Markenpersönlichkeit. Die Ergebnisse des Online-Experimentes implizieren, dass die negative Wirkung von der Markenstärke, der Geschäftsbeziehung vor bzw. während des Vorfalls und der Art des Ereignisses abhängt. Aufsatz 2 analysiert, ob die Effekte auch mit Hilfe des Konzepts des kundenbasierten Markenwerts bestätigt und erweitert werden können. Zu diesem Zweck werden die Reaktionen nach Bekanntwerden derselben kritischen Ereignisse für die Markenwertdimension „Perceived quality“, „Perceived value“, „Brand personality“, „Organizational associations“, und „Loyalty“ quantifiziert. In Übereinstimmung mit den in Aufsatz 1 gewonnenen Erkenntnissen deuten die Ergebnisse darauf hin, dass sowohl ein hoher Markenwert und das anhaltende persönliche Produkterlebnis während eines kritischen Ereignisses den negativen Effekt mindert, als auch eine zwischen tatsächlichen und potentiellen Kunden differenzierende Kommunikationsstrategie im Nachgang sinnvoll sein könnte. Die Aufsätze 3 und 4 untersuchen auf Basis einer „Event study“ den Zusammenhang zwischen der Veröffentlichung von „Corporate Reputation-Rankings“ des Manager Magazins und dem Shareholder Value. Die gefundenen Ankündigungseffekte weisen darauf hin, dass, über die gezeigte Verbindung zwischen Reputation und Shareholder Value, die in Folge kritischer negativer Ereignisse resultierende Reputationsänderung durch Investoren berücksichtigt wird.
The doctoral dissertation analyzes effects of negative critical incidents and points out, what manager could do before and after an incident in order to minimize possible negative impacts. While the first two essays take a closer look at effects of critical incidents from the consumer’s point of view, the essays 3 and 4 deal with the shareholder perspective. Essay 1 examines perceptional changes in consequence of various incidents using the concept of brand personality. The results of the online experiment imply that the negative impact depends on brand strength, type of event and business relation before respectively during the incident. Essay 2 analyzes whether or not effects can be confirmed and extended using the concept of customer based brand equity. For this purpose, reactions of respondents are measured after getting exposed to the same critical incidents as in the previous essay. The reactions are quantified for brand equity dimensions such as perceived quality, perceived value, brand personality, organizational associations and loyalty. The results are in line with findings of Essay 1. They indicate, on the one hand, that high brand equity and persistent product experience during crisis reduce negative effects and, on the other hand, that a communication strategy which differs between actual and potential customers could be favorable after the incident. Using event study methodology, the Essays 3 and 4 examine the linkage between publications of corporate reputation rankings of the Manager Magazin and shareholder value. The existence of negative announcement effects indicates that investors consider a reputational loss in consequence of negative critical incidents via the observed linkage between reputation and share prices.

碩士
僑光科技大學
企業管理研究所
107
With the diversification of society, the modern business model has become consumer-oriented, and customers have the right to freely choose goods. If customers are not satisfied with the service of the products, they will not continue to purchase the products, resulting in the natural loss of customers, and The dissatisfaction message may be spread out, causing the company's social image to be affected, and even causing potential customers to have a poor stereotype. Therefore, improving service quality and ensuring customer satisfaction to create a competitive advantage is an important business philosophy for contemporary corporate management. In today's society of diversified merchandise selection, once a customer is dissatisfied with the product or service,the relationship with the vendor is immediately terminated. Therefore, the survival of enterprises dependsmainlyon the support of customers, and how to attract customers to the door, customer satisfaction hasbecome the goal of all enterprises. But, the empirical results of previous studies have not clearly shown a positive correlation between customer satisfaction and corporate financial performance. At the same time, from the perspective of investors, whether the research firm's investment in customer satisfaction will also help the long-term investment value of the company grow. This study used the vendor data of the “Standards Enterprise Reputation Survey” held by the World Magazine from 2012 to 2016 as a sample object, and a fixed-effect regression model suitable for analyzing intertemporal data types was selected to verify the hypothesis. The empirical results show that performance and customer satisfaction are positively correlated. Therefore, when the manufacturer is committed to the improvement of customer satisfaction, it can help profit, and customer satisfaction has a significant positive relationship with the company's long-term investment value. Manufacturers are committed to improving customer satisfaction, and the stock of this manufacturer should be a good stock worthy of consideration by investors.

Customer ownership is a new practice that seeks integration and customer loyalty. In this chapter, the authors try to analyze this hybrid status to deepen ties between the customer and the company. To this end, they developed, initially, a comparative study between the customer and shareholder mutualism to identify the similarities and differences between the two models. Secondly, they tried to analyze the role of the client in creating value by using the stakeholder theory. Finally, they dealt with the possibilities and limitations of the client as shareholder loyalty means.