Can you hear me now? Learning from customer stories

Gorry, G. Anthony; Westbrook, Robert A.

doi:10.1016/j.bushor.2011.08.002

Cited by 47 publications

(37 citation statements)

References 17 publications

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“…The literature in healthcare and medicine reflects limited use of storytelling (or narrative) to promote behavior or culture change; however, the articles reviewed cited storytelling as a mechanism or process for an intended outcome without convincingly demonstrable evidence of tangible changes to behavior or practice. Research in business literature provided a deep and nuanced portrait of storytelling showcasing the key attributes of storytelling as culture change, knowledge transmission, innovation, organizational leadership, and building brand loyalty in which oral storytelling is the most commonly used mechanism of sharing stories [5,[36][37][38][39][40][41][42][43][44][45] followed by digital media such as social media, blogs, online interactive forums, and e-mail. [38,43,46,47] In a variety of business contexts, storytelling was adopted as an ubiquitous tool to bring about a particular change, demonstrating its effectiveness.…”

Section: Stagementioning

confidence: 99%

The storied mind: A meta-narrative review exploring the capacity of stories to foster humanism in health care

Rose

Chakraborty

Mason-Lai

et al. 2015

JHA

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Objective: Healthcare organizations are increasingly engaging the voice of patients and families through storytelling initiatives in hopes that this will yield compassionate and humanistic outcomes. To date, very little research is available that directly guides and justifies storytelling initiatives as a mechanism for promoting humanistic culture shifts in healthcare. This review aimed to uncover diverse research and evidence on how storytelling can be utilized to promote humanistic shifts in healthcare organizations. Methods: A meta-narrative review and analysis was undertaken including qualitative, quantitative, theoretical, and conceptual papers. Searches were restricted to English Language journals, and no time frame restrictions were made. A literature assessment form was created to guide the review using a consistent taxonomy to appraise each paper. Analysis was done in two-stages: firstly, identifying emergent themes within each research discipline; secondly, comparing and contrasting themes from the different disciplines. Results: A total of 115 papers were identified for review resulting from the literature review protocol. Eighty-three papers were included in the final review: 48 papers from Healthcare/Medicine combined, 28 from Business, 14 from Education, 5 from Organizational Development and 19 from Humanities (inclusive of Psychology and Communications). There were three key findings: 1) Storytelling promotes sense-making while also perpetuating bias; 2) Stories are uniquely primed to elicit empathy and compassion; 3) Story listening and how stories are interacted with by the listener are key considerations for organizations aiming to shift culture. Conclusions: This review solidifies storytelling as a mechanism suited to furthering humanistic practices in healthcare while contributing new knowledge in support of developing policies, strategies and research initiatives that account for how stories are understood and the processes that encourage reflection and interaction by listeners.

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Section: Stagementioning

confidence: 99%

The storied mind: A meta-narrative review exploring the capacity of stories to foster humanism in health care

Rose

Chakraborty

Mason-Lai

et al. 2015

JHA

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“…Third, the choice, use and related implications of social media are also determined by cultural norms and shared values. In business, a social medium is a tool for sharing "content" within a community and its potential impacts are enormous in terms of spread of communication, engagement and co-creation (Gorry and Westbrook, 2011). However, how and why entrepreneurs and managers, employers, consumers and other stakeholders interact is markedly related to socio-cultural factors and ethical values.…”

Section: Social Media As a Challenge For Managementmentioning

confidence: 99%

Women in business and social media: Implications for female entrepreneurship in emerging countries

Cesaroni¹,

Demartini²,

Paoloni³

2017

Afr. J. Bus. Manage.

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The aim of this study is to carry out a literature review on women in business and social media in order to know the state of the art, and to understand whether and to what extent the studies conducted so far have addressed these issues: how and why are women entrepreneurs and managers using social media? Do they use social media for marketing, networking or personal reasons? The article relies on a literature review about women entrepreneurs/managers and social media. For this purpose, a literature search on Scopus has been carried out, using a set of selected keywords. Selected papers have been analysed and classified in an attempt to identify main topics, and results obtained thanks to research and analysis carried out so far. This study contributes to the expansion of literature on women in business studies, and offers a new perspective applied to a topic of high relevance such as social media. The study literature review puts in evidence that this is a new issue, which gives us the possibility to identify new trends and future directions for research. Surprisingly, none of the extracted papers concerning how and why women in business use social media refer to developed economies. The common feature of these papers is that they concern women entrepreneurs in emerging economies, mainly Kenya, Indonesia, Nigeria, Egypt and South Africa. In these countries, social media can open up new opportunities for female entrepreneurs, and encourage the creation of new businesses run by women, thanks to their flexibility and their attributes. The major implication is to advance knowledge and practice in the area of gender in management and use of social media by focusing on empirical research, theoretical developments, practice and current issues. Benefits are related to a better understanding of the debate on "gender and management" themes by reconsidering networking activities with social media.

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“…The problem they face is how to achieve this goal effectively, especially with the diversity of nature of the available social media websites; one research suggested to treat them as an ecosystem of related elements when you develop a social media strategy rather than treating them as standalone systems (Hanna, Rohm, & Crittenden, 2011). Other work focused on more detailed issues; such as how to treat negative spreading opinion about your product on social media (Noble, Noble, & Adjei, 2012), or how to make use of customers stories to enhance your product or service (Gorry & Westbrook, 2011). In general, the existence of social media affected the communication process between the company and potential customers, and how users' opinions will participate in the innovation processes and new products and services development (Ahlqvist, et al, 2008).…”

Section: Issues and Problemsmentioning

confidence: 99%

A Survey of User Modelling in Social Media Websites

Abdel-Hafez¹,

Xu²

2013

CIS

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With the widespread of social media websites in the internet, and the huge number of users participating and generating infinite number of contents in these websites, the need for personalisation increases dramatically to become a necessity. One of the major issues in personalisation is building users' profiles, which depend on many elements; such as the used data, the application domain they aim to serve, the representation method and the construction methodology. Recently, this area of research has been a focus for many researchers, and hence, the proposed methods are increasing very quickly. This survey aims to discuss the available user modelling techniques for social media websites, and to highlight the weakness and strength of these methods and to provide a vision for future work in user modelling in social media websites.

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Can you hear me now? Learning from customer stories

Cited by 47 publications

References 17 publications

The storied mind: A meta-narrative review exploring the capacity of stories to foster humanism in health care

The storied mind: A meta-narrative review exploring the capacity of stories to foster humanism in health care

Women in business and social media: Implications for female entrepreneurship in emerging countries

A Survey of User Modelling in Social Media Websites

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