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Block 3: Building long-term success (HR (Leadership (Motivation, Vision,…
Block 3: Building long-term success
HR
Trade unions
Employee voice
Employee innovation
Improving productivity
Employee Involvement
High-involvement management
Empowering workers
Creating value
Shareholder
Rappaport (2006)
Stakeholder
Leadership
Motivation
Vision
Five leadership forms
Management
Defined processes
Marketing
Long-term
Relationship Marketing
Building relationships
Conway and swift (2000)
Types of relationships
S-D logic (Vargo and Lusch, 2017)
Technology
Customer loyalty
Business-to-consumer
Business-to-business
Zhang et al. 2016, p.58
Internal Marketing
Communication
Welch and Jackson, 2007, p.184
4 Benefits
Types of employees
Ind, 2007
Crisis
Crisis life cycle (Crandall et al., 2014)
Crisis
External
Issues
Internal
Managing crisis and issues
4 step framework (Tybout and Roehm, 2009, p.85)
Measuring success
10 Key marketing measures
Basic materiality matrix (Crane and Matten, 2016, p. 208)
Operations
Alternative working arrangements
(Annese, 2016)
Political environment
Organisational Culture
Resistance to change
Long-term change management.
Sustainable innovation culture : :
Quality
Cost of quality
'Six Sigma'
Quality assurance
Proactive
Quality control
Reactive
Customer expectation and satisfaction
quality gap model (Parasuraman et al., 1985)
Dimensions of service quality (Parasuraman et al., 1991)
Improving Performance
Development of quality systems (Hellman and Liu, 2013)
Importance-performance scale/matrix (Slack, 1994)
Operational risk and resilience
Hazards
Impact
Likelihood
Risk
Sources
Creating shared Value
Crane et al., 2014
Finance
Creating Value
Measuring value creation
Merchant and Sandino (2009)
GAAP
Decision-useful accounting information
Accurate appraisal of management performance
Measurement choices
Deprival value
Fair value
Historical cost accounting
Cost of quality
Creating Shared Value