NotesFAQContact Us
Collection
Advanced
Search Tips
Peer reviewed Peer reviewed
Direct linkDirect link
ERIC Number: EJ1113102
Record Type: Journal
Publication Date: 2016
Pages: 13
Abstractor: As Provided
Reference Count: 49
ISBN: N/A
ISSN: ISSN-0969-6474
Driving Change: The Role of "Emotional Connectedness"--A Case Study
Lacoste, Sylvie M.; Dekker, Janet
Learning Organization, v23 n5 p357-369 2016
Purpose: The purpose of this paper is to understand which change process the supplying organization should define for its customer-facing organization in order to successfully increase customer orientation and to be on the short list of their customers' key suppliers. Design/methodology/approach: Action research was used to carry out this research. Researchers were involved in the change management process of a medium-sized company that wanted to re-design their customer selection and interaction processes: one researcher was a top manager of the participating company, whereas the other researcher worked alongside the organization in a collaborative effort to introduce and roll out sales force training seminars. Findings: Researchers' main finding shows how the company's top-management willingness to apply a "soft" approach to change leverages a concept called "emotional connectedness". Originality/value: The authors bridge a gap between the literature on change management and the "emotional connectedness" concept related to social psychology. The authors add to existing theories on change management a new perspective based on interpersonal relationships.
Emerald Group Publishing Limited. Howard House, Wagon Lane, Bingley, West Yorkshire, BD16 1WA, UK. Tel: +44-1274-777700; Fax: +44-1274-785201; e-mail: emerald@emeraldinsight.com; Web site: http://www.emeraldinsight.com
Publication Type: Journal Articles; Reports - Research
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A