Management Dynamics in the Knowledge Economy (E-Journal)
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The Impact of Digitalization on Customer Knowledge Management
Full text linkThe best way for a business to gather pertinent knowledge and apply it for the growth and sustainability of the firm is through communication with its customers. Companies must adapt to today's data, information, and knowledge-based economy. A company's ability to evolve depends on how strategically it uses its intangible resources to build its knowledge capital. Digital tools create new channels for client engagement and collaboration. The current study assesses how digital tools affect how businesses interact with their customers and how these tools help customers share knowledge with companies. This study updates knowledge management and customer knowledge management practices in a digital context and serves as an example of these practices. The study aims to address the absence of specific and valuable components in business practices that give them access to client knowledge. The study is conducted on a sample of 10 individuals, managers, and CEOs of Romanian enterprises, using the in-depth interview method. Data from the survey were analyzed and interpreted, and significant results were drawn by comparing them to prior research. The study emphasizes the value of digital tools for customer communication and the potential these platforms provide for gathering knowledge about, for, and from customers. The respondents stressed the significance of knowledge for both the growth of the company and the innovation process. Still, there needs to be more internal structures to manage this knowledge strategically and capitalize on it for the beginning of innovative business approaches. The study identifies the primary challenges to communicating via digital channels and suggests solutions to help companies acquire, share, and use customer data to its fullest potential
A Bibliometric Analysis of Publications on Customer Service Chatbots
Full text linkThis study aims to understand the use of chatbots in Customer Service and their potential benefits for companies. The research includes a literature review combined with a bibliometric analysis using the Scopus database as raw data for the usage of the VOSviewer application. The article identifies the important topics on which scholars have focused, in order to serve as a reference for the future research and discussions of chatbots. The first goal was to understand what bots are, how they can be classified and how they work. The second objective was to analyse the specific case of chatbots, know their characteristics in-depth, their operation and some platforms for their creation function without programming. The last objective was based on identifying the development opportunities for bots in the company and the benefits they bring. The results indicated that the main advantages associated with bots in the field of business management are related to the areas of marketing, e-commerce and human resources. The research found that chatbots can offer 24-hour customer service and improve customer satisfaction through natural and efficient interactions. The study also suggests that there are opportunities for chatbots in digital marketing strategies, such as providing personalized recommendations and automating customer service tasks
Educational Leadership for Equality, Diversity and Inclusion in Curricula Design
Full text linkThis paper dissected the role of leaders in implementing equality, diversity and inclusion in UK higher education. Since most Higher Education Institutes are now monitored on their graduate outcomes, it is important that they are inclusive within planning curriculum design so as to give their students better chances and outcomes at completing their studies and being competitive in the global jobs market. The UK law and legislation worldwide is stepping up to value inclusion and now moving away from passive social exclusion. The research used ethnographical research in order to find out if equality, diversity and inclusion is being effectively implemented in curricula design. The results are based on one organisation in the Northwest of England using data collected over a 4-year period. A mixed method research design was also devised to use in-depth unstructured interviews to tutors of HND and degree programmes regarding curriculum design on their programmes. The findings show that there has been significant changes based on social and political influences, such that leaders are therefore working within standardised frameworks as a result of legislation. The primary research confirms that leaders have more understanding of equality, diversity and inclusion and it has the potential to self-sustain the UK higher education system
Customer Relationship Management. Websites Analysis of the Top Ten Consumer Goods Companies
Full text linkCustomer relationship management (CRM) became one of the marketing practices that is assumed to bring success to companies in recent years. Therefore, the present research aims to identify the level of development of CRM in the top ten consumer goods companies as ranked at world level in 2021. Different models describe components of the CRM and the present research uses the theoretical framework proposed by Sin et al. (2005) that comprises four CRM dimensions: key customer focus, CRM organization, knowledge management and technology-based CRM. The methodology employed includes documentary research based on the public information available on the websites of the selected companies. Two types of analyses are conducted, descriptive analysis and comparative analysis. On overall, the dimension that is the most visible is the key customer focus, while the dimension that is the least visible is CRM organization. The results reveal that CRM is present in all top ten companies, but at different levels of development. US companies are more oriented towards CRM than companies originating from other countries. Companies that have a more developed CRM act in the direction of all four CRM dimensions
Applying Game-Based Approaches in Personnel Selection: a Systematic Literature Review
Full text linkGamification has expanded dramatically in the field of human resource management in recent years. Research that has examined the influence of gamification on changes in candidates' perceptions of personnel selection is still expanding, as the majority of academic work in gamification is related to the field of education. This paper aims to investigate how job seekers perceive selection assessment tools based on gamification through a systematic review. The systematic review contains articles published between 2010 and 2022 and indexed in five databases. In the first stage, 5260 articles are included in our search. We chose as exclusion criteria articles published before 2010, references other than journal articles, reviews, and conference articles. Furthermore, we excluded articles published in languages other than English and French, off-topic articles. After assessing all the references, we selected 21 articles following PRISMA statement. The results highlighted 21 scientific articles covering the following themes: candidates' reactions to gamification tools and serious games, candidates' reactions to gamified selection tests, advantages and limits of gamification, and the performance level of candidates regarding the use of gamification. Limitations and implications for future research were discussed
The Role of Leadership in Promoting Student Centred Teaching and Facilitating Learner’s Responsible Behaviour
Full text linkThe purpose of this paper is to examine the role of the teacher in facilitating student-centred teaching. Central to that is to understand the association between teachers as a leader and learners as a leader. The paper demonstrates that within HE leadership and engagement in the classroom positively influences the behaviour of the learners. Positive classroom behavior leads to improving learner participation. The focus is on facilitating HE learners’ responsible behavior for them to utilise their maximum potential. This research study has considered the experiences of students of Higher Education in a UK private institution only. Therefore, the findings and results may, or may not be, the same for students studying beyond HE, or for those studying in public sector Universities, or those studying outside of the UK. This paper makes two different contributions. Firstly, it contributes to the literature on the methods for improving learners’ educational motivation in general. Secondly, it strengthens understanding of the combined responsibility of teacher leaders and students as leaders in providing educational motivation for students to take responsibility for their education and achieve better outcomes and promote continuous learning
The Impact of Disturbances on the US Stock Market’s Spread and Investor Sentiment Through the Perspective of Risk Management
Full text linkThe paper aims to address a topic of interest, namely: the influence and effect of the major disruptions from recent years on one of the largest important stock markets. The purpose of the paper is to show the influence of these disruptions on the US stock market, considering market efficiency and measuring the estimated Bid-Ask spread. Using daily and weekly data sets over a period of 13 years, based on the closing stock prices of 10 companies listed in the category of the NASDAQ and NYSE stock indexes and calculating the return at (t) and (t+1) for each stock, the covariance of the two returns at (t) and (t+1) and using at t and (t+1) a "rolling window" of 21 days, which represents the trading days, as well as using the weekly data series in the same way, we obtained the relationship between the spread measurement and its size, a strong negative cross-sectional relationship, for which we performed a series of statistical tests summarized in the paper. Later, we split the data for each year separately so that we’d be able to use for each year a cross-sectional regression of the spread over the logarithmic values of the size and we noticed that there is a strong negative relationship between the two of them. According to the results obtained, it can be observed that the strongest negative correlations are in 2019 and 2021 in the case of data with daily frequency and 2020, and 2021 in the case of data with weekly frequency, for an informationally efficient market, where transaction costs are zero and in which the market price contains all the relevant information. The strongly negative correlations recorded can be explained by the fact that strong negative influences took place during these periods, which contributed to the disruption of the stock market and not only. At the same time, these negative correlations on the stock market analyzed in the last period also show a wider spread increase which theoretically shows low liquidity
A Bibliometric Analysis of a Four-Construct Framework: Innovation Management, Competitive Advantage, Agility and Organizational Performance
Full text linkIn a globalized economy, innovation is a priority of ensuring the competitive advantage and organizational performance of agile companies, competitiveness being the core of the development in any economic activity. Consequently, the purpose of this research is to provide an overview regarding the connections between four main constructs, respectively innovation management, competitive advantage, agility and organizational performance, through performing a bibliometric analysis by using the VOSviewer visualization tool. The information has been selected from the Web of Science Core Collection database (WoS) during February 2023. This preliminary study aims to grant relevance to the potential research areas prone to be exploited when discussing the matter of innovation management in relation to organizational performance, competitive advantage achievement and agility. The main premise is that every company has its particularities and acts accordingly to stay competitive through innovating its business model and through an articulate innovation management, also encompassing agility, with a view to reach organizational performance and strong competitive advantage. In terms of findings, the bibliometric analysis conducted confirms the existence of compelling relationships between constructs, thus supporting further scrutiny in this direction
The Effect of Training and Development Methods on Employee Satisfaction and Performance in Commercial Banks
Full text linkTraining and development efforts are instructional activities within an organization that aim to improve performance. These programs often involve increasing knowledge and skills, abilities that could be reasons for increasing job satisfaction and job performance. A training method is a strategy or technique for developing the knowledge, skills, and abilities of employees so that they can do their given tasks flawlessly. The organization must evaluate the nature of the job, the size of the organization and its employees, the types of employees, and the cost of adopting a training approach. Various organizations have identified and used many training methods based on training materials, time, costs, and types of tasks. The present study selected seven popular methods of training and development used frequently by the Commercial Bank of Bangladesh. For this study, it has been hypothesized that training and development methods positively impact employees’ satisfaction and performance from the perspective of commercial banks in Bangladesh. The current study is empirical in nature, implying the collection of both primary and secondary data. A structured questionnaire was used to collect primary data from employees of twelve commercial banks. The 250 questionnaires were distributed to the employees and collected. After sorting out the primary data, 200 questionnaires were used for analysis. The present study revealed that the informal learning method of training and development has a significant positive impact on employees’ satisfaction and performance in commercial banks in Bangladesh. The other two methods of training and development, i.e. job rotation and seminars, have a significant positive impact on creating employee satisfaction in the commercial banks of Bangladesh
Key Factors Influencing Customer Satisfaction and Intention to Reuse Food Ordering Apps
Full text linkThis empirical study aims to identify and evaluate the crucial factors that influence customer satisfaction and their intention to reuse a food ordering app (FOA) in Ho Chi Minh City (HCMC), Vietnam. A data sample of 413 observations from customers who used the FOA was used to test hypotheses using a quantitative technique and a structural linear model. The results indicated that among the four key factors, performance expectancy, price value, and online reviews had direct and indirect effects on customers’ continued intention to use the FOA. By contrast, hedonic motivation only had an indirect effect. Satisfaction level was the mediating factor that affected customers’ continuance intention. This study provided insights into the online service and how the key factors affected customers’ satisfaction level towards the intention to reuse the FOA. When the management of the online providing service improves the key factors – performance expectancy, hedonic motivation, price value, and online reviews – they will improve the level of satisfaction towards the intention to reuse the FOA of customers in HCMC. The management of food companies should refer to this research model for restructuring and improving their business to satisfy the needs and wants of their target customers in the competitive market