Complaint management and the role of the chief executive

The aim of this paper is to encourage a new stream of research into complaints and the role of the chief executive officer (CEO). The objectives of this paper were firstly to assess the intensity of dissatisfaction driving customers to complain directly to the CEO and secondly to ascertain if the reasons for complaining to the CEO were different to those of complainants using ‘normal’ channels. A leading financial services company in the UK provided access to its complaint letters and its CEO. Based on analysis of a sample of 100 letters sent to the CEO and 100 standard complaint letters, it was found that customers complaining directly to the CEO have a significantly greater intensity of dissatisfaction. However, unexpectedly, despite the greater positional power of the CEO, the reasons for complaining to the CEO were little different to the reasons for using the ‘normal’ channels. Interestingly most of the complainants to the CEO had multiple reasons for complaint suggesting that complaints to the CEO are motivated by multiple underlying service failures.     

The Framing of Corporate Social Responsibility and the Globalization of National Business Systems: A Longitudinal Case Study

The globalization movement in recent decades has meant rapid growth in trade, financial transactions, and cross-country ownership of economic assets. In this article, we examine how the globalization of national business systems has influenced the framing of corporate social responsibility (CSR). This is done using text analysis of CEO letters appearing in the annual reports of 15 major corporations in Sweden during a period of transformational change. The results show that the discourse about CSR in the annual reports has changed from a national and communitarian view of social responsibility (cf. a negotiated view of CSR) toward an international and individualistic view of social responsibility (cf. a self-regulating view of CSR). The article contributes theoretically (1) by adding a national–global dimension to previous conceptualizations of CSR and (2) by showing that the rise of CSR discourse and activities in the last 10 years does not have to imply an increased commitment and interest in corporate responsibility per se, only that there are increased societal expectations that corporations should develop the capability to act more independently as moral agents.     

Are there Language Markers of Hubris in CEO Letters to Shareholders?

This paper explores whether DICTION text analysis software reveals distinctive language markers of a verbal tone of hubris in annual letters to shareholders signed by CEOs of major companies. We analyze 193 letters to shareholders, comprising about 368,000 words, focusing initially on 23 letters signed by CEOs who are alleged to be hubristic: Browne (BP), Goodwin (Royal Bank of Scotland), and Murdoch (News). Their language use is statistically significantly high in terms of the DICTION master variable, REALISM. Based on further analysis, we contend that language high in REALISM is not a distinctive marker of hubris but is likely to be a genre effect that is common in CEO letters to shareholders. We draw attention to the restricted capacity of DICTION to capture subtlety of language in CEO letters to shareholders.     

企业声誉的话语性修复——基于海底捞公开话语的案例研究

公开发布致歉信及事件处理方案已经成为企业在危机中即时修复声誉的常见做法，但并非所有的话语都能实现预期的声誉修复目标。鉴于此，文章将声誉管理和话语分析相结合，对2017年海底捞在后厨卫生危机后第一时间发布的致歉信及处理通报进行话语分析，详细探讨及时、准确的话语如何帮助企业在较短时间内实现声誉的初步修复。案例分析表明，公开话语的语篇、概念及人际三大元功能与声誉修复过程中的问题识别、解决方案及关系调节存在侧重性对应关系，通过准确表述、传达企业的态度、行动及持续改进能力来改变利益相关者的负面看法，从而实现企业声誉表层与实质修复的结合。基于这些发现，文章提出企业声誉的话语性修复模型，该模型有助于探索、理解危机中企业声誉的修复过程，并在实践上为企业声誉管理、组织沟通提供借鉴。     

Is the Optimism in CEO’s Letters to Shareholders Sincere? Impression Management Versus Communicative Action During the Economic Crisis

In this study, we explore the sincerity of the rhetorical tone of 664 annual letters to shareholders (CEO letters). Prior studies adopt Impression Management theory to predict that firms obfuscate failures and emphasize successes to unfairly enhance their image and maintain organizational legitimacy. Yuthas et al. (J Bus Ethics 41:141–157, 2002) challenged such a view, showing that firms reporting earnings surprises engage in ethical discourse with shareholders. We adopt the methodology of Yuthas et al. (J Bus Ethics 41:141–157, 2002) to explore the association between firm performance and the rhetorical features of CEO letters in a large sample of Fortune 500 firms in the wake of the global economic crisis. In contrast to most prior research, we find that optimistic tone is congruent with both past and future performance. We conclude that under tough macroeconomic conditions, incentives to distort public information strategically are low. Rather, firms tend to engage in communicative action aimed at dialoguing with shareholders through sincere disclosure. However, in our conclusions, we warn about the impact of accounting and rhetorical manipulation on the congruence between optimistic tone and financial performance.     

‘Cursed’ Communities? Corporate Social Responsibility (CSR), Company Towns and the Mining Industry in Namibia

This article examines Corporate Social Responsibility (CSR) and mining community development, sustainability and viability. These issues are considered focussing on current and former company-owned mining towns in Namibia. Historically company towns have been a feature of mining activity in Namibia. However, the fate of such towns upon mine closure has been and remains controversial. Declining former mining communities and even ghost mining towns can be found across the country. This article draws upon research undertaken in Namibia and considers these issues with reference to three case study communities. This article examines the complexities which surround decision-making about these communities, and the challenges faced in efforts to encourage their sustainability after mining. In this article, mine company engagements through CSR with the development, sustainability and viability of such communities are also critically discussed. The role, responsibilities, and actions of the state in relation to these communities are furthermore reflected upon. Finally, ways forward for these communities are considered.     

基于语料库的外贸英文函电写作研究

运用系统功能语言学理论和语料库,对中企外贸英文函电和英语国家外贸函电进行对比研究,分析两者在语域上的异同,经研究发现两者均属于交互性劝诱文本,但前者在劝诱性方面逊色于后者。并探讨对于中国外贸企业的英文函电写作所带来的启示,以及如何采取相应的写作策略,以增强文本的概念功能、人际功能和语篇功能,以便更好地实现英文函电的跨文化交际功能。     

Women's Magazines: Construction of Identities and Cultural Consumption in Hong Kong

Consumption is an integral part of contemporary capitalistic society. By means of a textual analysis of letters to the editor of a women's magazine in Hong Kong, as well as in-depth interviews with readers and editors, this paper examines how women's cultural consumption creates, constructs and circulates women's identities. Results reveal that the processes of identification can be constructed on three equivalent consumption levels. Firstly, women readers identify certain "imaginary communities" through reading the magazine, and by modeling the behaviors and styles of the communities they feel they are sustaining their relationship with them. Secondly, women identify with an idealized community-constructed beauty and seek to consume products which collectively suggests this idealized beauty for them. Thirdly, women regard the "communities" as providing shelter for rapport and comfort from the emotional and relational problems of real life. In sum, structured identification-consumption has shaped working class women into an identity, which conforms to society's dominant capitalist logic. Despite these findings, however, there are always a few women who attempt to seek alternative lifestyles.     

名词化隐喻在商务英语信函中的语篇交际功能分析

商务英语信函作为商务英语的一种重要语篇文体形式,为了实现其交际目的,常有意识地使用名词化语法隐喻结构。本文首先扼要介绍系统功能语言学理论下的名词化隐喻研究及名词化隐喻的语义特征,然后重点分析名词化隐喻在商务英语信函中的语篇交际功能。     

The Power of Social Network Construction and Analysis for Knowledge Discovery in the Medical Referral Process

The social network model is powerful enough to provide for the analysis and study of a variety of application domains from daily life, including health care and health informatics. After the widespread appearance of automated tools capable of deriving and analyzing social networks, social network analysis (SNA) and mining in the health care domain has recently received considerable attention for its key role in understanding how various bodies within the health care system form communities and how they are socially connected with each other. This understanding helps enhance the organizational structures and process flows, among others. In this article, we show how SNA techniques can solve issues in the medical referral system in the Canadian health care system and the like, by analyzing the social network of general practitioners (GPs) and specialists (SPs). One of the main targets is to optimize the communication between GPs and SPs with hopes of decreasing the waiting time of patients to be seen by SPs. Various SNA and mining techniques are described and analyzed, backed by reporting some experimental results.     

Tell me a story about yourself: The words of shopping experience and self-satisfaction

In this paper we investigate the verbal expression of shopping experience obtained by a sample of customers asked to freely verbalize how they felt when entering a store. Using novel tools of Text Mining and Social Network Analysis, we analyzed the interviews to understand the connection between the emotions aroused during the shopping experience, satisfaction and the way participants link these concepts to self-satisfaction and self-identity. The results show a prominent role of emotions in the discourse about the shopping experience before purchasing and an inward-looking connection to the self. Our results also suggest that modern retail environment should enhance the hedonic shopping experience in terms of fun, fantasy, moods, and emotions.     

The potentials and perils of prosocial power: Transnational social entrepreneurship dynamics in vulnerable places

Social entrepreneurs can be powerful change agents for alleviating the suffering of the disadvantaged. However, their prosocial motivation and behavior frequently result in detrimental impacts on those they intend to support, especially when their operations span different socio-spatial contexts. We conducted a multiple comparative case study among 12 transnational social entrepreneurs of foreign, domestic non-indigenous, and local indigenous origin, who are seeking to improve the livelihoods of indigenous communities in rural Ecuador. We introduce the concept of prosocial power to social entrepreneurship research and demonstrate how it can work as a double-edged sword in the hands of transnationally embedded social entrepreneurs who operate in vulnerable places. Context-bound variations in social distance, bi-directional learning, reflexive impact measurement, and socio-spatial dominance were identified as being decisive for prosocial power to lead to positive or negative impacts on disadvantaged others.     

Americanization as a driver of CEO pay in Europe: The moderating role of CEO power

This paper examines the relationship between Americanization and CEO pay levels in Europe and how this relationship is moderated by CEO power. Based on neo-institutional theory, our study provides empirical support for a link between Americanization and CEO pay levels. Drawing on a sample of large listed European firms, our results suggest that various dimensions of Americanization, i.e., Americanization of the CEO, of the firm and of the industry, can be associated with higher CEO pay. Combining neo-institutional approaches with managerial power perspectives, we show that Americanization can have an even stronger effect on pay when the CEO is powerful.     

Hubris and Unethical Decision Making: The Tragedy of the Uncommon

The research theorizes how hubris impacts ethical decision making and develops empirical evidence that earnings manipulation is more likely at firms led by CEOs influenced by hubris. The theory posits that hubris impairs moral awareness by causing decision makers to ignore external factors that otherwise drive such awareness. Additionally, these individuals apply a flawed subjective assessment of the decision they face which further impairs moral awareness. The predicted result is that hubris leads managers to invoke an amoral decision process which causes a higher incidence of unethical behavior among these individuals. An empirical study investigates the relationship between CEO hubris and the unethical practice of earnings manipulation. This study finds a significant correlation between CEO hubris and earnings manipulation at the firms they lead, an outcome broadly consistent with the theory developed.     

Company–Community Agreements,Gender and Development

Company–community agreements are widely considered to be a practical mechanism for recognising the rights, needs and priorities of peoples impacted by mining, for managing impacts and ensuring that mining-derived benefits are shared. The use and application of company–community agreements is increasing globally. Notwithstanding the utility of these agreements, the gender dimensions of agreement processes in mining have rarely been studied. Prior research on women and mining demonstrates that women are often more adversely impacted by mining than men, and face greater challenges in accessing development opportunities that mining can bring. Nonetheless, there is currently little guidance for companies, government or communities in bringing a gender perspective to the fore in mining and agreement processes. It is undisputed in human development literature that investment in women and sensitivity to gender delivers long-term health, education and local development outcomes. In mining and development, a number of key factors remain unexplored. These include: women’s participation in agreement processes, the gendered distribution of agreement benefits, and the extent to which impacts and benefits influence women’s development and economic inclusion. This paper presents the results of the first phase of an applied research project undertaken by the Centre for Social Responsibility in Mining (CSRM) at The University of Queensland and funded by the Minerals Council of Australia (MCA) and the Department of Foreign Affairs and Trade (DFAT). The project sought to connect with experienced practitioners who had been directly involved in mining and agreement processes to document and analyse grounded perspectives on gender dynamics and agreements, and connect those experiences with the broader literature. Findings from this study have implications for the role of mining companies and governments in promoting gender equality and empowerment as part of their commitments to sustainable development. They also have implications for community groups and their representatives in terms of how they might engage in agreement processes to maximise women’s participation and influence. In many social contexts, a key challenge will be navigating the territory of cultural norms and gender equality, particularly in cultures where women’s influence in the public sphere is not strong. The authors argue that without consideration of a gender perspective, including gender’s intersection with other factors such as class, race, poverty level, ethnic group and age, mining agreements will not be inclusive, may exacerbate gender inequalities, and fail to contribute to long-term sustainable development.     

Mining, Displacement and the World Bank: A Case Analysis of Compania Minera Antamina's Operations in Peru

The transformation in the structure of the world mining industry over the last decade has opened up enormous new regions for mineral exploration and development by transnational mining companies in countries in the South. This new access has inevitably brought mining companies into conflict with local communities. With the involvement of transnational advocacy networks and new global publics, these conflicts have prompted a growing transnational debate on the principles that ought to govern mining and community relationships. One effort to provide guidance on this question comes from the World Bank's Operational Directive 4.30 on Involuntary Resettlement. This paper examines the regulatory impact of this policy upon relationships between mining companies and communities, as well as its "legitimation effect" in providing standards which, once met, can serve to certify a degree of responsible behaviour on the part of the company. The analysis of the effects of the directive is taken up in the form a case study involving a transnational mining company operating in the Andes of Peru and the local communities impacted by its land acquisition project.     

Media Depictions of CEO Ethics and Stakeholder Support of CSR Initiatives: The Mediating Roles of CSR Motive Attributions and Cynicism

Corporate social responsibility (CSR) functions as a positive signal to stakeholders that a firm is a responsible corporate citizen. However, CSR is increasingly becoming an ambiguous signal of organizational goodwill because many companies engage in CSR purely out of self-interest, rather than genuine altruism. In this paper, we integrate attribution theory with signaling theory to explore how stakeholders react when they receive additional signals that contradict the company’s intended positive CSR signal. Specifically, we argue that morally questionable CEO ethics in the media negatively influences stakeholders’ CSR motive attributions, which in turn results in increased cynicism that ultimately impacts CSR support intentions and behaviors. We find support for our hypotheses in a quasi-experimental study of stakeholder media exposure to different types of CEOs (morally questionable, ethical, and ethics-unknown). Our findings demonstrate that stakeholders consider CEO ethics an important signal of CSR motives, and will shun the CSR initiatives of morally questionable CEOs.     

Typology of Online Brand Communities: An Examination of South Korean Automobile Online Brand Communities

The study explores how brand communities are structured and operate in the context of Korean Automobile Online Brand Communities (KAOBCs). The content analysis method was used to examine the characteristics of KAOBCs and identify the typology of the communities. The most popular search engine of South Korea, naver.com, was used to select sample KAOBCs. Our research finds that the socially-oriented community type is the most popular of the KAOBCs, followed by communication, information and business oriented communities in order. The number of community members, number of community staff, and duration of the community are the main determinants of KAOBCs.     

Framing Social Problems in Social Entrepreneurship

Social entrepreneurship (SE) is perceived as a legitimate and innovative solution to social problems. Yet, when one looks at the literature one finds that the social problems that the SE movement seeks to address and how these problems are identified and defined are not studied. This lack of attention to the defining of social problems in SE has implications for the domain for problems do not exist unless they are recognized and defined, and those that define problems have influence on how these will eventually be addressed. Our paper presents an analysis of framing activities in SE done by the actors involved in the development and promotion of the SE movement. Our analysis reveals that these actors are concerned with creating an ecosystem to support social entrepreneurs. Critical analysis of discourses of these actors reveals a powerful mobilization discourse, one that supports social entrepreneurs as the agents of change. We also find that as the SE movement emerged at the beginning of a cycle of protest against capitalist systems, their framing of SE as system changing of these very systems therefore finds strong resonance with a wide variety of actors.     

CEO控制权、事务所选择与审计公费

本文以2007-2014年A股上市公司为研究对象，实证检验了CEO控制权、事务所选择与审计公费之间的关系。研究发现： CEO 控制权越大，越不倾向选择“四大”，而更倾向选择本土大所； CEO控制权越大，越倾向支付较低的审计公费；控制了事务所自选择后，由“四大”审计的上市公司CEO控制权对审计公费的影响不明显，而由综合排名十大和本土十大审计的上市公司CEO控制权与审计公费显著负相关。