In this dissertation, the author describes the development of a practice called Relational Coaching for Management Consultants. This practice has been developed as a resource for management consultants who seek to ‘take a look in the mirror’ with regard to their facilitating role in complex organizational change processes. The author’s ultimate aim is to contribute to decreasing the infamous number of 70% of organizational change initiatives that fail to deliver the expected results.
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Within large service organizations there are currently two trends visible. These trends seem to be diametrically opposed. On the one hand organizations face increasing price pressure and thus a pressure to cut costs. One of the consequences of this trend is that organizations are increasingly encouraging customers to make more use of digital communication channels. At the same time, companies find it important to know their customers in order to respond adequately to their needs. To do this, organizations must have a certain degree of personal involvement to their customers and they must have regular personal contact. It is assumed that both trends – digitisation and personalisation – will have a strong impact on customer experience and (perhaps) on the relational models customers use. If it is true that relational models - so the way in which people perceive and assess a relationship - play a role in the perception of the customer, it is also interesting to know if it is possible to influence these relational models. During the last fifty years much research has been done into the possibilities to influence customers by using subliminal priming techniques. In these techniques thoughts and feelings are unconsciously activated by showing people certain words or images (eg Bargh, Chen & Burrows, 1996; Dijksterhuis, 2005). In recent years a number of experiments were performed in which customers were unconsciously primed at some type of relationship (eg Aggarwal, 2004; McGraw & Tetlock, 2005; Tuk, Verlegh, Smidts & Wigboldus, 2009). These experiments showed that it is possible to activate a certain type of relationship. The experiments however the researchers used scenario’s based on an interpersonal relationship, and often to a fictitious relationship. The question is whether priming techniques also work for an already existing and more complex relationship between an organization and its customers. From 2010-2013 we conducted research for six large service providers in banking, insurance, utilities and social welfare to discover what the customer experience of these organisations, what role relational models played in customer experience and whether it was possible to influence these relational models. The research project has provided answers to the following questions: - Which relational models are used by customers and what is the influence of these models on customer experience? - What is the influence of digitisation in customer communication on relational models and customer experience? - What is the influence of personalisation in customer communication on relational models and customer experience? And finally, - Is it possible to influence relational models (and customer experience) by using specific words and images that are associated with relational models (relational framing)?
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Purpose This study aims to enhance understanding of the collaboration between chairs of nurse councils (CNCs) and members of executive hospital boards (BM) from a relational leadership perspective. Design/methodology/approach The authors used a qualitative and interpretive methodology. The authors study the daily interactions of BM and CNCs of seven Dutch hospitals through a relational leadership lens. The authors used a combination of observations, interviews and document analysis. The author’s qualitative analysis was used to grasp the process of collaborating between BM and CNCs. Findings Knowing each other, relating with and relating to are distinct but intertwined processes that influence the collaboration between BM and CNC. The absence of conflict is also regarded as a finding in this paper. Combined together, they show the importance of a relational process perspective to understand the complexity of collaboration in hospitals. Originality/value Collaboration between professional groups in hospitals is becoming more important due to increasing interdependence. This is a consequence of the complexity in organizing qualitative care. Nevertheless, research on the process of collaborating between nurse councils (NCs) and executive hospital boards is scarce. Furthermore, the understanding of the workings of boards, in general, is limited. The relational process perspective and the combination of observations, interviewing and document analysis proved valuable in this study and is underrepresented in leadership research. This process perspective is a valuable addition to skills- and competencies-focused leadership literature.
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Our study elucidates relational value creation and appropriation in collaborative networks for sustainability (CNfS), which focus on grand societal challenges and include a multiplicity and diversity of actors. Using a relational view lens, we conducted a longitudinal, multiple case, field study of collaborative networks for sustainability in the circular textile and fashion industry, unpacking the interplay between value creation from relational interdependence, relational-specific assets and material output and the multilevel appropriation of that value. Our findings show that value appropriation is contingent on the perception of use value and cascades through individual, organizational and network levels. The ability of actors to capture cascading value on different levels has a direct influence on sustaining the continuity of value creation and to achieving the shared societal goals of CNfS. We developed a model of value appropriation in CNfS to illustrate the cascading flow of value at micro (individual), meso (organizational) and macro (network) levels. Our study makes novel contributions to the literatures on strategic alliances, cross-sector partnerships, and open innovation networks.
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Our study elucidates relational value creation and appropriation in collaborative networks for sustainability (CNfS), which focus on grand societal challenges and include a multiplicity and diversity of actors. Using a relational view lens, we conducted a longitudinal, multiple case, field study of collaborative networks for sustainability in the circular textile and fashion industry, unpacking the interplay between value creation from relational interdependence, relational-specific assets and material output and the multilevel appropriation of that value. Our findings show that value appropriation is contingent on the perception of use value and cascades through individual, organizational and network levels. The ability of actors to capture cascading value on different levels has a direct influence on sustaining the continuity of value creation and to achieving the shared societal goals of CNfS. We developed a model of value appropriation in CNfS to illustrate the cascading flow of value at micro (individual), meso (organizational) and macro (network) levels. Our study makes novel contributions to the literatures on strategic alliances, cross-sector partnerships, and open innovation networks.
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Our study elucidates relational value creation and appropriation in collaborative networks for sustainability (CNfS) that focus on grand societal challenges and include a multiplicity and diversity of actors. Using a relational view lens, we conducted a longitudinal, multiple case, field study of collaborative networks for sustainability in the circular textile and fashion industry, unpacking the interplay between value creation from relational interdependence, relational-specific assets and material output and the multilevel appropriation of that value. Our findings show that value appropriation is contingent on the perception of relational use value and cascades through individual, organizational and network levels. The ability of actors to capture cascading value on different levels has a direct influence on the sustained continuity of value creation and to achieving the shared societal goals of CNfS. We developed a model of value appropriation in CNfS to illustrate the cascading flow of value at micro (individual), meso (organizational) and macro (network) levels. Our study makes novel contributions to the literatures on strategic alliances, cross-sector partnerships, and open innovation networks.
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In het project Ik zie ik zie wat jij niet ziet worden mensen met dementie getekend door kunststudenten. In dit artikel wordt beargumenteerd waarom dit traject zich laat articuleren als een antropologisch artistiek onderzoeksproces waarin de tekening een ontmoeting in de tijd zichtbaar maakt. Aan de toeschouwer tonen de tekeningen niet wat dementie is, maar wat het kan zijn.
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Leaders play an important role in creating suitable conditions for and leading change, and leadership is most effective when it is needed most, such as during disruptive change. We used the disruption caused by the pandemic as a case to study how school leaders responded, starting from the framework by Leithwood, Harris, and Hopkins (2008. “Seven Strong Claims About Successful School Leadership.” School Leadership & Management 28 (1): 27–42. https://doi-org.hu.idm.oclc.org/10.1080/13632430701800060). 89 school leaders in higher education completed an open-ended questionnaire. Additionally, nine of these leaders were interviewed to explore their practices in depth. The leadership practices and paths of influence defined by Leithwood and colleagues (2008. “Seven Strong Claims About Successful School Leadership.” School Leadership & Management 28 (1): 27–42. https://doi-org.hu.idm.oclc.org/10.1080/13632430701800060) largely worked to understand leadership in times of disruption. We identified a new path of influence (relational) and refined the framework based on our insights. School leaders focused on setting directions and developing people and mainly influenced the change process through the relational and emotional path. These findings are an important next step in understanding and supporting leadership in times of disruption. This will become more and more important in a world of growing complexity and uncertainty.
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In this chapter, we first summarise the findings from the country chapters on the multiple meanings of SA, documenting terms, translations and contrasting understandings between citizens and public officials. Second, we highlight how civil mobilisation tends to be cyclical over time and is often mediated by brokers. Strategies to spur stakeholders into action rely on a delicate balance of both collaboration and confrontation. Third, we examine the responses from authorities to SAIs, finding that reactions are uneven and that all civic innovators fear appropriation or co-optation by officials. Fourth, we assess overall outcomes of Arab SAIs and highlight that the transformative potential of SAIs exists especially at municipal level, if four conditions for success are present (trust, proximity, endorsement, evaluation). We also point out that the actual outcomes of SAIs in Arab societies have, so far, been limited due to design deficiencies (emphasising short-term objectives and limited context sensitivity) or because of officials’ resistance in active or passive forms. We characterise SAIs as a discursive action format that is best understood with a relational approach to power. In a final section, we formulate recommendations for activists, officials and donors on how to make SAIs more effective.
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