1,720,956 research outputs found
Impact of CSR on Customer’ and Employee’ Satisfaction -Literature Review-
Get PDFThis article is part of the debate on the impact of the CSR strategy on the perceptions of the company's stakeholders, namely its customers and employees. In this sense, we propose a literal review approaching the notion of Corporate Social Responsibility, as a managerial practice on the one hand and an academic concept on the other.First, we approach the different definitions proposed for the said concept, according to the different evolutions known by it, to then detail the theories relating to CSR.Obediently, we were able to retain that this notion is the result of reflections from multiple origins, gradually built on values that are religious, economic and ethical.Secondly, the linking of the latest concepts of CSR and customer satisfaction, internal and external, allowed us to return to the historical sources and theoretical foundations of the second concept. Thus, we draw up a literature review focused on customer satisfaction, including a review of the different definitions and types of the latter. Then before presenting the link between CSR and customer satisfaction, we present the different models of customer satisfaction training as well as the instruments available for its measurement and evaluation.Finally, we build the literary foundation of the last notion, namely employee satisfaction. To do so, we start with a presentation of the definitions and approaches of this concept. These different approaches have given rise to different instruments proposed for its evaluation; we thus present the best known and used of them to finally establish the link between the implementation of a CSR policy by the company and the satisfaction of its employees
Impact de la mise en place d’une stratégie RSE sur la satisfaction des clients externes du secteur automobile au Maroc : Résultats de l’étude de contextualisation
No full textThis article is part of the debate on the impact of CSR on the satisfaction of customers, in the specific context of Moroccan automotive companies. The problem addressed is linked to the study of this relationship as a response to the following main question: To what extent does the CSR strategy impact the satisfaction of customers of companies in the automotive sector in Morocco?
For that, we will start by presenting our conceptual model as a theoretical basis, followed by the main results of our contextualization study based on semi-structured interviews conducted with CSR experts in Morocco. Finally, we present the key results emanating from this exploratory phase, thus offering an overview of the underlying dynamics affirming the existence of a direct positive link between CSR and customer satisfaction.
Keywords: CSR, CSR impact, Customer Satisfaction, Automotive sector, Contextualization study.
Classification JEL : M14
Paper type: Empirical ResearchCet article s'inscrit dans le cadre du débat sur l'impact de la RSE sur la satisfaction des clients externes, dans le cadre spécifique des entreprises automobiles au Maroc. La problématique abordée est reliée à l’étude de cette relation en guise de réponse à la question principale suivante : Dans quelle mesure la stratégie RSE impacte-t-elle la satisfaction des clients des entreprises du secteur automobile au Maroc ? Pour ce faire, nous allons commencer par présenter notre modèle conceptuel comme base théorique, suivi des principaux résultats de notre étude de contextualisation basée sur des entretiens semi-directifs menés auprès d’experts RSE au Maroc. Enfin, nous présentons les résultats clés émanant de cette phase exploratoire, offrant ainsi un aperçu des dynamiques sous-jacentes affirmant l’existence d’un lien positif direct entre la RSE et la satisfaction des clients.
Mots clés : RSE, Impact de la RSE, Satisfaction des clients, Secteur automobile, Etude de contextualisation.
JEL Classification : M14
Type du papier : Recherche empiriqu
Impact de la mise en place d’une stratégie RSE sur la satisfaction des clients externes du secteur automobile au Maroc : Résultats de l’étude de contextualisation
No full textThis article is part of the debate on the impact of CSR on the satisfaction of customers, in the specific context of Moroccan automotive companies. The problem addressed is linked to the study of this relationship as a response to the following main question: To what extent does the CSR strategy impact the satisfaction of customers of companies in the automotive sector in Morocco?
For that, we will start by presenting our conceptual model as a theoretical basis, followed by the main results of our contextualization study based on semi-structured interviews conducted with CSR experts in Morocco. Finally, we present the key results emanating from this exploratory phase, thus offering an overview of the underlying dynamics affirming the existence of a direct positive link between CSR and customer satisfaction.
Keywords: CSR, CSR impact, Customer Satisfaction, Automotive sector, Contextualization study.
Classification JEL : M14
Paper type: Empirical ResearchCet article s'inscrit dans le cadre du débat sur l'impact de la RSE sur la satisfaction des clients externes, dans le cadre spécifique des entreprises automobiles au Maroc. La problématique abordée est reliée à l’étude de cette relation en guise de réponse à la question principale suivante : Dans quelle mesure la stratégie RSE impacte-t-elle la satisfaction des clients des entreprises du secteur automobile au Maroc ? Pour ce faire, nous allons commencer par présenter notre modèle conceptuel comme base théorique, suivi des principaux résultats de notre étude de contextualisation basée sur des entretiens semi-directifs menés auprès d’experts RSE au Maroc. Enfin, nous présentons les résultats clés émanant de cette phase exploratoire, offrant ainsi un aperçu des dynamiques sous-jacentes affirmant l’existence d’un lien positif direct entre la RSE et la satisfaction des clients.
Mots clés : RSE, Impact de la RSE, Satisfaction des clients, Secteur automobile, Etude de contextualisation.
JEL Classification : M14
Type du papier : Recherche empiriqu
Impact of CSR on Customer’ and Employee’ Satisfaction -Literature Review-
Get PDFCet article s'inscrit dans le cadre du débat sur l'impact de la RSE sur les perceptions des parties prenantes de l'entreprise, nommément ses clients et ses collaborateurs. Dans ce sens, nous proposons une revue de littérature du concept de la RSE, en tant que concept académique, en abordant ses définitions selon les différentes évolutions et théories proposées audit concept.
Ensuite, nous abordons les sources historiques et les fondements théoriques du second concept. Ainsi, nous dressons une revue de littérature axée sur la satisfaction client, comprenant une analyse des différentes définitions et types de cette dernière. Puis avant de présenter le lien entre RSE et satisfaction client, nous présentons les différents modèles de cette dernière ainsi que les instruments disponibles pour sa mesure et son évaluation.
Enfin, afin de construire les fondements littéraires de la dernière notion, à savoir la satisfaction des employés, nous présentons les définitions, les approches et les différents instruments proposés pour son évaluation. Nous établissons, enfin, le lien entre la mise en place d'une politique RSE par l'entreprise et la satisfaction de ses collaborateurs
Going Beyond Counting First Authors in Author Co-citation Analysis
Get PDFThe present study examines one of the fundamental aspects of author co-citation analysis (ACA) - the way co-citation
counts are defined. Co-citation counting provides the data on which all subsequent statistical analyses and mappings
are based, and we compare ACA results based on two different types of co-citation counting - the traditional type that
only counts the first one among a cited work's authors on the one hand and a non-traditional type that takes into
account the first 5 authors of a cited work on the other hand. Results indicate that the picture produced through this non-traditional author co-citation counting contains more coherent author groups and is therefore considerably clearer. However, this picture represents fewer specialties in the research field being studied than that produced through the traditional first-author co-citation counting when the same number of top-ranked authors is selected and analyzed. Reasons for these effects are discussed
Variations on the Author
Get PDF“Variations on the Author” discusses two of Eduardo Coutinho’s recent films (Um Dia na Vida, from 2010, and Últimas Conversas, posthumously released in 2015) and their contribution to the general question of documentary authorship. The director’s filmography is characterized by a consistent yet self-effacing form of authorial self-inscription: Coutinho often features as an interviewer that rather than express opinions propels discourses; an interviewer that is good at listening. This mode of self-inscription characterizes him as an author who is not expressive but who is nonetheless markedly present on the screen. In Um Dia na Vida, however, Coutinho is completely absent form the image, while Últimas Conversas, on the contrary, includes a confessional prologue that moves the director from the margins to the center of his films. This article examines the ways in which these works stand out in the filmography of a director who offers new insights into the notion of cinematic authorship
Appropriate Similarity Measures for Author Cocitation Analysis
Get PDFWe provide a number of new insights into the methodological discussion about author cocitation analysis. We first argue that the use of the Pearson correlation for measuring the similarity between authors’ cocitation profiles is not very satisfactory. We then discuss what kind of similarity measures may be used as an alternative to the Pearson correlation. We consider three similarity measures in particular. One is the well-known cosine. The other two similarity measures have not been used before in the bibliometric literature. Finally, we show by means of an example that our findings have a high practical relevance.information science;Pearson correlation;cosine;similarity measure;author cocitation analysis
Dispelling the Myths Behind First-author Citation Counts
Get PDFWe conducted a full-scale evaluative citation analysis study of scholars in the XML research field to explore just how different from each other author rankings resulting from different citation counting methods actually are, and to demonstrate the capability of emerging data and tools on the Web in supporting more realistic citation counting methods. Our results contest some common arguments for the continued
use of first-author citation counts in the evaluation of scholars, such as high correlations between author rankings by first-author citation counts and other citation
counting methods, and high costs of using more realistic citation counting methods that are not well-supported by the ISI databases. It is argued that increasingly available digital full text research papers make it possible for citation analysis studies to go beyond what the ISI databases have directly supported and to employ more
sophisticated methods
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