Organisational effectiveness and customer satisfactionMilan Ambrož
, Martina Praprotnik
, 2008, izvirni znanstveni članek
Opis: This paper presents a test of the relationship between organizational culture as a crucial indicator of organizational effectiveness and customer satisfaction using service-unit data from two health resorts. Ensuring survival of the service organisation in the long run requires adaptations which are oriented towards achieving maximum customer satisfaction. This study intended to unveil the effect organisational factors have on customer service orientation from the customer and employee point of view within a two health resort service setting. The finding suggests that when trying to predict the comparative degree which organisational effectiveness factors have in satisfying customers' needs, performance, adaptability and mission can be of the highest importance. Some effects like performance were uniform for employees and customers, while others varied depending on the organisation and the customer or employee group. Furthermore, findings suggest that service performance and organisation mission of the service organisation predict customer satisfaction based on established and proven health services. In this context there is no room for innovation, despite the fact that employees and customers do not share similar views about the impact of organisational effectiveness. Developing an effective service organisation can provide a competitive advantage to the organisation. Critical for the success of the service organisation is that organisational agents have a clear view of the existing organisation effectiveness and a clear view of the customer expectations in this area.
Ključne besede: organisational effectiveness, customer satisfaction, customer complexity, service orientation, survival, adaptability
Objavljeno: 04.12.2017; Ogledov: 52; Prenosov: 1
Celotno besedilo (982,16 KB)
Organisational culture as organisational identityJustina Erčulj
, 2009, izvirni znanstveni članek
Opis: The author discusses the notion of organisational culture and relates it to the notion of organisational identity. Culture as a group identity involves elements of stability, homogeneity and integrity but this can be very much altered through post-modern understanding of relationships between localities and their contexts. The research that was conducted in two primary schools in Slovenia is based on the symbolic notion of organisational culture. We explored what meanings are assigned to schools in public documents, during rituals and in teachers' and headteachers'narratives. The findings indicate the co-existence of two cultures and hence of two identities, ‘the public’ and ‘the private’, the former being closer to the corporate identity and the latter to multiple identities. The managers should be aware of both and should use the in-between space for on-going discussions and negotiations.
Ključne besede: organisational culture, identity, globalisation, management
Objavljeno: 04.12.2017; Ogledov: 46; Prenosov: 1
Celotno besedilo (216,54 KB)
On-the-job training and human resource managementKosovka Ognjenović
, 2015, izvirni znanstveni članek
Opis: Background: In this paper, the effects of four groups of factors on organizational performance are examined. Those are human resource management (HRM) policies and practices, financial and business indicators, location, and firm characteristics. A review of selected literature confirmed that a similar set of factors, through its positive effects on boosting organizational performance, may significantly improve competitive advantage of firms.
Methods: An empirical analysis using firm-level data is conducted on the sample of enterprises operating in Serbia. A microeconometric approach is employed in order to specify and estimate empirical models. Two statistical models are applied. The ordered probit model is used for investigating organizational performance and the standard binary probit model for examining the decision of a firm to integrate the human resource development (HRD) department into its organizational structure. The goodness of fit measures confirmed the statistical reliability of estimated models.
Results: Estimation results revealed that optimization of the number of employees, sales and revenues, firm age, increased market demand and competitive environment, as well as the ‘right decisions’ of the top management have significantly positive effects on boosting organizational performance. Significance of on-the-job training for boosting organizational performance was not empirically supported. In the same group of factors are firm size, industry and region. An auxiliary model shown that large- and medium-sized firms, firms with high level of revenues, privately owned, foreign and those located in or near to the capital city are more likely to have HRD departments.
Conclusions: This paper provides a survey of the theoretical literature and explains empirical findings that are relevant for understanding to what extent on-the-job training, managing human resource, as well as some other internal and external organizational and financial factors are important for enhancing competitive advantage of firms.
Ključne besede: training, human resource management, competitiveness, organization, employees
Objavljeno: 04.12.2017; Ogledov: 48; Prenosov: 2
Celotno besedilo (786,44 KB)
Multiple paradigm research on organisational cultureDan Podjed
, 2011, izvirni znanstveni članek
Opis: The author presents multiple paradigm research into the organisational culture of a birdwatching association, where he conducted his ethnographic research. On top of the functionalist, interpretive, radical structuralist and radical humanist paradigms as presented by Gibson Burrell and Gareth Morgan, he applies the fifth paradigm into the analysis of the organisation. The so-called complexity paradigm, which was formed in 1980's based on findings about complex systems and networks that emerged in natural and social sciences, summarizes all other paradigms, integrating them into a coherent unit. According to the author, the approach that exploits the benefits of each previously known paradigm illustrates comprehensively the complexity of organisational cultures, whereas the new paradigm upgrades our previous knowledge on organisations.
Ključne besede: anthropology, organisational culture, multiple paradigm research, complexity paradigm, ornithological association
Objavljeno: 04.12.2017; Ogledov: 46; Prenosov: 1
Celotno besedilo (1,05 MB)
Model of knowledge management factors and their impact on the organizations' successDomen Kozjek
, Marija Ovsenik
, 2017, izvirni znanstveni članek
Opis: Purpose: The purpose of this research is to identify the factors of knowledge which have a significant impact on the outcome (measured as value added per employee) of the company. The existence, long-term survival, profitability, etc. of the company depends on the competitiveness of the products and services (regardless of industry or economic branch). Transformation of “raw materials” into competitive products is possible only with the knowledge of employees. Therefore, it is necessary to identify the factors of knowledge which can influence a positive result of the company.
Methodology: We reviewed the relevant literature in the field of knowledge management. On this basis, we summarized the factors of knowledge. We performed a survey among the 69 largest Slovenian commercial companies (public and banking sectors excluded). Based on the research, we developed a regression model of value added per employee in euros.
Results: The study showed that, of all factors studied, motivation in the form of assessing employees’ performance has the largest positive correlation with the value added per employee. Furthemore, training for the performance, the use of technological tools and organizational climate can bring significant value added per employee. The most important factor that affects the value added per employee is the industry branch which the company deals with. The factors which follow are the simplicity of using IT tools and the example that the managers give to the employees.
Conclusion: A model of knowledge management factors helps to identify which knowledge factors should be given priority to for increasing the company’s performance. The model also considers the industry in which the company operates.
Ključne besede: knowledge management, knowledge factors, human capital
Objavljeno: 04.12.2017; Ogledov: 42; Prenosov: 2
Celotno besedilo (1013,90 KB)
Mobile wallets' business modelsUschi Buchinger
, Heritiana Ranaivoson
, Pieter Ballon
, 2015, izvirni znanstveni članek
Opis: Background and Purpose: Though Mobile Wallets have the potential to entirely substitute their physical predecessor, many Mobile Wallets narrow their operations to one particular feature. This might be because of strategic business- model design choices to position themselves strategically as intermediates between users and business partners (third parties) in more delimited markets. Thus, Mobile Wallet Applications (MWAs) often represent platforms in narrow two-sided market structures.
Design/Methodology/Approach: The paper focuses on the economics of such platforms by the means of a business model analysis. It examines how business partners are integrated in four MWAs’ strategies: Key Ring, FidMe, Apple Passbook and Qustomer.
Results: The paper shows that MWAs strive to incorporate not only a large quantity of partners but also such with a high brand value (quality of partners) in their organization design. These partners shape their service design since none of the platforms offer products or services themselves. Hence, MWAs are dependent on the third parties’ capacity and willingness to fulfill engagements and meet the customer demands.
Conclusion: MWAs - though concerned with the inclusion and management of loyalty points and schemes - do not leverage the possibility to generate revenue via third parties’ loyalty points. Theoretically, MWAs could reward or redeem loyalty points themselves.
Ključne besede: mobile wallets, mobile wallet applications, loyalty schemes, business models, two-sided markets
Objavljeno: 04.12.2017; Ogledov: 25; Prenosov: 1
Celotno besedilo (584,86 KB)
Mobbing in companyBeno Arnejčič
, 2016, izvirni znanstveni članek
Opis: Background and purpose: The individual is exposed to ever more covert psychological violence or mobbing in workplace within companies. The aim of this study is to analyse the level and the types of psychological violence within a company in which the individual works in their daily lives.
Design/Methodology/Approach: Using systematic method current mobbing literature reviews were analysed. Based on a review and analysis of the literature, we recognised increasing amounts of workplace bullying. Then we used and extended Dilts’ model and created a model in which we portrayed the different levels and types of bullying in a company. The presented model is a tool for identifying workplace violence within the company.
Results: At the company environment level, there is much bullying associated with social-demographic characteristics and working conditions. At the level of individual behaviour, the type of mobbing exists that is associated with the company’s leadership styles. At the level of professional qualifications, a lack of confidence causes mobbing. At the level of values and beliefs, mobbing is present in attitudes and behavioural intentions. At the level of identity, we can observe mobbing according to sexual identity. At the level of organizational culture, we can recognize a type of mobbing called ‘obsessive dedication’ to working efficiency and organizational silence.
Conclusion: Based on the analysis of selected literature we exposed a range of types and levels of mobbing in company. The expanded Model on levels of mobbing in companies provides a framework for collecting information. The user can identify workplace violence and each strategic organizational level in the work organization.
Ključne besede: bullying, mobbing typology within the company, levels of mobbing in the workplace
Objavljeno: 04.12.2017; Ogledov: 29; Prenosov: 2
Celotno besedilo (532,29 KB)
Mobbing in a non-profit organisationAndrej Kovačič
, Nevenka Podgornik
, Zorica Pristov
, Andrej Raspor
, 2017, izvirni znanstveni članek
Opis: Purpose: The aim of this paper is to analyse mobbing in a large, non-profit, state-owned organization in order to find out to what extent mobbing is present and in what way it takes place. In addition, the purpose of the research is to analyse whether the extent of mobbing is connected to employee’s age, gender and position.
Methodology: In this quantitative research, a total of 355 opinions were collected using a random selection procedure within the selected large size, state-owned organization (between 1000 and 2000 employees). The results of the employees’ experiences of mobbing were statistically analysed and tested.
Results: Similar to other researches, a third of all respondents stated they have been affected by mobbing in the last three years. Additionally, we found out that younger employees are not affected more than older. Interestingly, there are also no gender differences as both genders seem to be affected similarly. Also, a management position does not mean a person is less exposed to mobbing. Finally, we confirmed that the most frequent type of mobbing is vertical mobbing (carried out by an employer / manager on employees or vice versa).
Originality / value: The study fills a current gap in the research and understanding of mobbing in non-profit organizations in Slovenia as it presents the magnitude of mobbing experiences as well as the relations between the attackers and victims. The study also provides a good starting point for further research on this sensitive subject.
Research limitations / conclusions: Since the research was limited to one non-profit organization, it makes sense to explore the phenomenon in different individual profit companies as well as non-profit organisations in order to create plans for preventing and limiting mobbing.
Ključne besede: mobbing, gender, organization, culture
Objavljeno: 04.12.2017; Ogledov: 35; Prenosov: 1
Celotno besedilo (518,96 KB)
Managing IT servicesMiha Kastelic
, Peter Peer
, 2012, izvirni znanstveni članek
Opis: Managing information technology services is becoming an increasingly difficult task. To support the management of IT services, different standards and methodologies have been developed. ITIL (short for IT Infrastructure Library) is the most commonly used best practice approach to effective IT Service Management to date. ITIL focuses primarily on what to do in order to ensure value of IT services, but it does not explain how to achieve this effectively. This shortcoming can be overcome by complementing the framework with other quality approaches to service management. In this context several methodologies are mentioned including the use of Six Sigma (6s) methodology. The statistical nature of the Six Sigma methodology enables us to analyze the vast amount of data gathered from the field of IT. Only after these value-based metrics are obtained can the overall health of the IT service be determined and the necessary improvement measures made. The aim of this paper is to analyze in detail the two approaches. We will establish a common link between them, with it the opportunity to complement ITIL with the Six Sigma methodology, and consequently set foundations for introduction of necessary measurable changes.
Ključne besede: IT service management, ITIL, Six Sigma methodology, DMAIC, continual improvement
Objavljeno: 04.12.2017; Ogledov: 26; Prenosov: 3
Celotno besedilo (1,09 MB)
Managing customer participation and customer interactions in service deliveryMarlene Amorim
, Maria João Rosa
, Sandra Santos
, 2014, izvirni znanstveni članek
Opis: Background and Purpose – In this study we investigate determinants of customers’ quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI). Building on existing multidimensional approaches to service quality we explore relevant quality aspects for related to the performance customer participation and CCI.
Design/Methodology/Approach – The study builds on focus groups conduct with employees and customers of a leading provider of educational and science services, which offered a portfolio of service activities requiring very diverse levels of customer participation and CCI, to characterize service quality dimensions.
Results – The study distinguishes three dimensions of service delivery quality: a dimension related to the providers’ direct performance; a second dimension relative to the performance of customers’ own participation in service activities, and a third dimension relative to the interaction with other customers. The work extends service quality literature by identifying new dimensions which affect service quality in service settings with active customer involvement.
Conclusion – Service providers have been developing very diverse delivery processes, frequently inviting customers to have active roles in service production. Often, customers also interact with other costumers in service delivery. The paper provides a contribution to foster the debate about service quality frameworks, and aims to inform the design and the management of services where customer participation and CCI have a key role.
Ključne besede: service quality, customer participation, customer-to customer interaction
Objavljeno: 04.12.2017; Ogledov: 30; Prenosov: 2
Celotno besedilo (1,03 MB)