An exploratory study of how a Korean chaebol’s learning culture facilitates customer service

This paper explains how the organizational learning concept is used by managers in a global Korean company to promote group work, information sharing and an open communication style in order to produce a high level of customer service. Previously collected data from a set of in-depth personal interviews undertaken with three senior managers in a Korean electronics company were analyzed and interpreted using the grounded theory approach, and a number of propositions are put forward. The research findings show that managers in a chaebol deploy organizational learning to identify skilled and knowledgeable staff, and improve the organization’s capability by placing emphasis on developing harmonious, mutually oriented relationships that permeate throughout the organization. Top management demand that staff identify with government economic objectives and align the organization’s strategy accordingly so that the products produced are marketable. To achieve this, the organization fosters continual interaction among managers throughout the organization’s hierarchy. The chaebol’s organizational learning model encapsulates a “corollary” (continual communication) and “tools” (cultural influence and relationship management), and manifests in a unique strategy that allows management systems to evolve naturally.

Transparency and Public Involvement in Animal Research

To be legitimate, research needs to be ethical, methodologically sound, of sufficient value to justify public expenditure and be transparent. Animal research has always been contested on ethical grounds, but there is now mounting evidence of poor scientific method, and growing doubts about its clinical value. So what of transparency? Here we examine the increasing focus on openness within animal research in the UK, analysing recent developments within the Home Office and within the main group representing the interests of the sector, Understanding Animal Research. We argue that, while important steps are being taken toward greater transparency, the legitimacy of animal research continues to be undermined by selective openness. We propose that openness could be increased through public involvement, and that this would bring about much needed improvements in animal research, as it has done in clinical research.

A relação terapeuta-cliente: na perspectiva do cliente

O presente estudo resulta de uma crescente preocupação e percepção da importância da relação terapeuta-cliente e procura compreender a perspectiva do cliente e a forma como este sente e vive essa relação ao longo de todo o seu processo terapêutico. O estudo realizado, de natureza qualitativa e de carácter exploratório, visa sobretudo analisar a influência da relação terapeuta-cliente na perspectiva do cliente, identificar e descrever os fatores que a influenciam e perceber a mais-valia desta relação ao longo do processo terapêutico. Para tal, foram entrevistadas dezanove pessoas que estão a receber tratamento de terapia ocupacional. Para a recolha dos dados foi aplicada a entrevista semi-estruturada por se pretender um contributo mais envolvente, particularizado e subjetivo dos clientes. Através da realização do estudo e de acordo com a perspetiva dos clientes entrevistados, concluiu-se que a capacidade do terapeuta em construir e estabelecer um vínculo com o cliente ditará grande parte do sucesso ou insucesso do processo terapêutico. Porém, tão importante como formar e estabelecer um vínculo terapeuta-cliente é preciso ter a preocupação contínua de o manter sempre vivo e fortalecido. Para que tal aconteça, o terapeuta não pode menosprezar a experiência de vida e expectativas do cliente e deve assumir um papel de permanente preocupação e atenção a todas as transformações quotidianas pois estas influenciam o envolvimento do cliente nas suas atividades/ocupações e afetam a sua saúde e desempenho. O novo milénio requer dos profissionais de saúde em geral e dos terapeutas ocupacionais em particular, novas habilidades e competências. É fundamental adquirir a consciência de que os clientes são o centro de todo o processo terapêutico. É necessário ter uma visão holística e não fragmentada do cliente. É importante interagir com os clientes e permitir uma troca de conhecimento, entre o saber do cliente e o saber do terapeuta. Essa troca gera convergências, fortalece laços e o processo terapêutico avança. Nesse relacionamento, ambos aprendem, progridem e crescem.

The effects of parental sensitivity and involvement in caregiving on mother–infant and father–infant attachment in a portuguese sample

In the present longitudinal study, we investigated attachment quality in Portuguese mother–infant and in father–infant dyads, and evaluated whether attachment quality was related to parental sensitivity during parent–infant social interaction or to the amount of time each parent spent with the infant during play and in routine caregiving activities (e.g., feeding, bathing, play). The sample consisted of 82 healthy full-term infants (30 girls, 53 boys, 48 first born), and their mothers and fathers from mostly middle-class households. To assess parental sensitivity, mothers and fathers were independently observed during free play interactions with their infants when infants were 9 and 15 months old. The videotaped interactions were scored by masked coders using the Crittenden’s CARE-Index. When infants were 12 and 18 months old, mother–infant and father–infant dyads were videotaped during an adaptation of Ainsworth’s Strange Situation. Parents also described their level of involvement in infant caregiving activities using a Portuguese version of the McBride and Mills Parent Responsibility Scale. Mothers were rated as being more sensitive than fathers during parent–infant free play at both 9 and 15 months. There also was a higher prevalence of secure attachment in mother–infant versus father–infant dyads at both 12 and 18 months. Attachment security was predicted by the amount of time mothers and fathers were involved in caregiving and play with the infant, and with parents’ behavior during parent–infant free play.

Determining the Adjustment Baseline Parameters to Define an Accurate Customer Baseline Load

Demand response is an energy resource that has gained increasing importance in the context of competitive electricity markets and of smart grids. New business models and methods designed to integrate demand response in electricity markets and of smart grids have been published, reporting the need of additional work in this field. In order to adequately remunerate the participation of the consumers in demand response programs, improved consumers’ performance evaluation methods are needed. The methodology proposed in the present paper determines the characterization of the baseline approach that better fits the consumer historic consumption, in order to determine the expected consumption in absent of participation in a demand response event and then determine the actual consumption reduction. The defined baseline can then be used to better determine the remuneration of the consumer. The paper includes a case study with real data to illustrate the application of the proposed methodology.

Hand Involvement in Ollier Disease and Maffucci Syndrome: a Case Series

Ollier Disease and Maffucci Syndrome are two rare diseases that can cause tumors in several organs, having a special predilection for the hand. However, there have been very few reports in the literature focusing on hand manifestations of these diseases. We report the cases of three female patients: one with Ollier Disease, and two other with Maffucci Syndrome. All patients had hand involvement as their initial primary complaint. The Ollier Disease patient developed chondrosarcomas of two digits and had to have these fingers amputated. One of the Maffucci patients died one year after presentation from a brain glioblastoma. These cases emphasize the importance of early diagnosis of Ollier Disease and Maffucci Syndrome, as these two conditions are associated not only to crippling hand deformity, but also to a significant risk of chondrosarcoma, and other malignant tumors.

Effects of Environmental Organochlorine Pesticides on Human Breast Cancer: Putative Involvement on Invasive Cell Ability

Human exposure to persistent organic pollutants (POPs) is a certainty, even to long banned pesticides like o,p′-dichlorodiphenyltrichloroethane (o,p′-DDT), and its metabolites p,p′-dichlorodiphenyldichloroethylene (p,p′-DDE), and p,p′-dichlorodiphenyldichloroethane (p,p′-DDD). POPs are known to be particularly toxic and have been associated with endocrine-disrupting effects in several mammals, including humans even at very low doses. As environmental estrogens, they could play a critical role in carcinogenesis, such as in breast cancer. With the purpose of evaluating their effect on breast cancer biology, o,p′-DDT, p,p′-DDE, and p,p′-DDD (50–1000 nM) were tested on two human breast adenocarcinoma cell lines: MCF-7 expressing estrogen receptor (ER) α and MDA-MB-231 negative for ERα, regarding cell proliferation and viability in addition to their invasive potential. Cell proliferation and viability were not equally affected by these compounds. In MCF-7 cells, the compounds were able to decrease cell proliferation and viability. On the other hand, no evident response was observed in treated MDA-MB-231 cells. Concerning the invasive potential, the less invasive cell line, MCF-7, had its invasion potential significantly induced, while the more invasive cell line MDA-MB-231, had its invasion potential dramatically reduced in the presence of the tested compounds. Altogether, the results showed that these compounds were able to modulate several cancer-related processes, namely in breast cancer cell lines, and underline the relevance of POP exposure to the risk of cancer development and progression, unraveling distinct pathways of action of these compounds on tumor cell biology.

Reengenharia do processo de reclamações das lojas

Num contexto global de incerteza, as cadeias de abastecimento mais ágeis e os clientes com mais exigências manifestam uma constante preocupação com a melhoria contínua da eficiência das operações logísticas. O presente projeto foi desenvolvido na empresa Sonae Modelo Continente Hipermercados, S.A, uma das duas principais empresas do retalho da grande distribuição alimentar em Portugal. Sendo a logística um fator chave de sucesso, uma das atividades críticas de uma empresa, é identificada a oportunidade de melhoria operacional do processo de negócio, a partir das reclamações dos clientes internos. O tratamento destas reclamações, incidências, é de grande complexidade e responsabilidade para a área do Logistics Customer Service. O projeto desenvolvido, a ‘Reengenharia do processo de reclamações das Lojas’, surgiu da necessidade de criar um modelo e processo de negócio de melhoria contínua, que solucione falhas operacionais com implicação na Logística, Supply Chain e em outras áreas da empresa. A procura dessa melhoria é o objetivo deste trabalho. Pretende-se, com a proposta aqui apresentada, a interligação e automatização da cadeia abastecimento, para superar as ocorrências operacionais, elevar a qualidade do serviço, aumentar a capacidade do processo e incorporar uma monitorização das atividades de input (Lojas) e output (Entrepostos), para futura rastreabilidade das operações, através da integração da cadeia de abastecimento, para a satisfação do cliente interno. Para a elaboração do novo modelo de processo foi seguida a orientação da reengenharia de processos de negócio, nas suas linhas orientadoras: identificação do modelo de processo atual e das suas necessidades; definição dos objetivos norteadores do projeto a apresentar; redesenhar novo modelo de processo de negócio, de modo a dar resposta às necessidades detetadas nos clientes internos.

Internationalization Plan - How can UniPlaces improve its customer acquisition strategy in the London market?

A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics

A matter of time: Phases of customer co-creation community participation and their impact on customer behavior

Despite the growing relevance of co-creating customer communities only little scientific evidence is available on their impact on transactional behavior of participants. Previous research has mostly used self-reported data or distinguished only between during and pre-community phases obtaining mixed results. However, the author proposes that co-creating community activity takes place in five distinguishable phases and changes in transactional behavior are limited to certain phases. Using 33 months of transactional data of a Dutch online auction provider a study was conducted covering all five phases of the community co-creation process from community planning over community set-up, co-development and co-testing to post-launch. The overall results indicate mixed effects of community participation on the different transactional variables during the co-creation process. Community participation had positive effects on auctions listing behavior at the community set-up, co-development and post-launch phases, whereby the number of auctions listed peaked during the community set-up phase. These results suggest that the impact on transactional behavior differs between co-creation phases and different psychological mechanism limited to certain phases might trigger the respective changes.

Online consumer behavior: The tablet shopper – A new kind of customer?

Tablet computers are on the rise and are increasingly superseding stationary computers in terms of modern online shopping. This paper therefore aims on understanding how tablet and website characteristics might impact online consumer behavior. The collected data resulted from focus groups and in-depth interviews conducted with a technology affine audience. It has shown that tablets indeed may have shifted shopping behavior from utilitarian towards rather recreational attributes. Discussions also revealed high customer expectations towards visited shopping websites and prevailing deficits. Thus, harnessing the concept of experiential flow is crucial. Compelling experiences are required to increase the duration of stay and consequently the likelihood of increased purchases.

Strategic account management: the path to gain customer loyalty

The account management field works closely with the sales team, serving as the customer’s primary point of contact. This project’s purpose was to understand if shifting the account management from brand centric to customer centric, would be the best fit for a Portuguese Pharmaceutical company. This customer centric approach - Strategic Account Management (SAM) - was studied, understanding the implicated trade-offs to the company. The workforce was probed about the project and their comments were analyzed. The conclusion points to an implementation of SAM and proposes the adaptations to follow in order to smooth the change.

Can location-based mobile marketing enhance the customer experience and increase customer satisfaction and loyalty?

This study intends to explore the impact of customer experience on customer satisfaction and loyalty by trying to understand how location-based mobile marketing might enhance the customer experience. Primary data was collected from 201 smartphone users in 24 countries. Results have indicated that targeted location-based marketing positively influences customers’ experiences. Besides, the analysis has also shown a favorable impact on customers’ satisfaction and self-perceived loyalty. This suggests that location-based mobile marketing has the potential to positively add value to a customer’s experience and should therefore be considered an important tool in marketing communications.

Customer relationship management at Siemens Healthcare – a diagnosis and proposal for strategy and market segmentation

Towards a holistic perspective of CRM, this project aims to diagnose and propose a strategy and market segmentation for Siemens Healthcare. The main underlying principle is to apply a full customer-centric outlook taking own business properties into consideration while preserving Siemens Healthcare’s culture and vision. Mainly focused on market segmentation, this project goes beyond established boundaries by employing an unbiased perspective of CRM while challenging current strategy, goals, processes, tools, initiatives and KPIs. In order to promote a sustainable business excellence strategy, this project aspires to streamline CRM strategic importance and driving the company one step forward.