Hindering value facilitation and relational marketing practices

Mediante el estudio de caso de una institución de educación superior, los autores exploran como las dinámicas de ejercicio de poder, comportamiento político y liderazgo organizacional, actúan como mediadores del proceso de facilitación de valor y las relaciones en los diferentes encuentros internos...

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Autores:
Giraldo Olivares, Mario
Naranjo Del Giudice, Oscar
Naranjo Arango, Rodrigo
Mercado Caruso, Nohora Nubia
Tipo de recurso:
Article of journal
Fecha de publicación:
2018
Institución:
Corporación Universidad de la Costa
Repositorio:
REDICUC - Repositorio CUC
Idioma:
spa
OAI Identifier:
oai:repositorio.cuc.edu.co:11323/7639
Acceso en línea:
https://hdl.handle.net/11323/7639
https://repositorio.cuc.edu.co/
Palabra clave:
Uso de Poder
Co-creación de Valor
Ecosistema de Servicio
Teoría de la Actividad
Rights
openAccess
License
Attribution-NonCommercial-ShareAlike 4.0 International
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oai_identifier_str oai:repositorio.cuc.edu.co:11323/7639
network_acronym_str RCUC2
network_name_str REDICUC - Repositorio CUC
repository_id_str
dc.title.spa.fl_str_mv Hindering value facilitation and relational marketing practices
dc.title.translated.spa.fl_str_mv Entorpeciendo la facilitación de valor y las prácticas de marketing relacional
title Hindering value facilitation and relational marketing practices
spellingShingle Hindering value facilitation and relational marketing practices
Uso de Poder
Co-creación de Valor
Ecosistema de Servicio
Teoría de la Actividad
title_short Hindering value facilitation and relational marketing practices
title_full Hindering value facilitation and relational marketing practices
title_fullStr Hindering value facilitation and relational marketing practices
title_full_unstemmed Hindering value facilitation and relational marketing practices
title_sort Hindering value facilitation and relational marketing practices
dc.creator.fl_str_mv Giraldo Olivares, Mario
Naranjo Del Giudice, Oscar
Naranjo Arango, Rodrigo
Mercado Caruso, Nohora Nubia
dc.contributor.author.spa.fl_str_mv Giraldo Olivares, Mario
Naranjo Del Giudice, Oscar
Naranjo Arango, Rodrigo
Mercado Caruso, Nohora Nubia
dc.subject.spa.fl_str_mv Uso de Poder
Co-creación de Valor
Ecosistema de Servicio
Teoría de la Actividad
topic Uso de Poder
Co-creación de Valor
Ecosistema de Servicio
Teoría de la Actividad
description Mediante el estudio de caso de una institución de educación superior, los autores exploran como las dinámicas de ejercicio de poder, comportamiento político y liderazgo organizacional, actúan como mediadores del proceso de facilitación de valor y las relaciones en los diferentes encuentros internos de servicio de la organización. Analizando las prácticas de co-creación de valor del ecosistema de servicio organizacional, usando la teoría de la actividad, se encontró que las faltas en la entrega de las propuestas de valor se generaron por la multiplicidad de significados perseguidos por los diferentes públicos internos y el inadecuado juego de poder entre los mismos
publishDate 2018
dc.date.issued.none.fl_str_mv 2018
dc.date.accessioned.none.fl_str_mv 2020-12-26T18:10:17Z
dc.date.available.none.fl_str_mv 2020-12-26T18:10:17Z
dc.type.spa.fl_str_mv Artículo de revista
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dc.identifier.instname.spa.fl_str_mv Corporación Universidad de la Costa
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dc.relation.references.spa.fl_str_mv ALDERSON, Wroe. 1965. Dynamic Marketing Behavior. Richard D Irwin, Inc, Homewood (Estados Unidos)
ANDERSON, Laurel., OSTROM, Amy., Corus, CANAN.., Fisk, Raymond., GALLAN, Andrew., GIRALDO, Mario., MENDE, Martin., MULDER, Mark., RAYBURN, Steven., ROSENBAUM, Mark., y SHIRAHADA, Kunio. 2013. “Transformative service research: An agenda for the future”. Journal of Business Research. 66/8: 1203-1210.
BALLANTYNE David, y VAREY Richard. 2006. “Creating value-in-use through marketing interaction: the exchange logic of relating, communicating, and knowing”. Marketing Theory. 6/3:335-348
BATESON, John. 1985. ”Perceived Control and The Service Encounter" en The service encounter: managing employee/customer interaction in service businesses. Lexington Books, Lexington (Estados Unidos).
BERGER, Peter. y LUCKMANN Thomas. 1967. The social construction of reality. Penguin Books, Harmondsworth (Inglaterra)
BITNER, Mary Jo. 1992. “Servicesscapes: The impact of physical surroundings on customers and employees”. The journal of marketing. 57-71
BUCHANAN, David. y BADHAM, Richard. 1999. Power, politics and organizational change: wining the turf game. Sage, London (Inglaterra).
CHARMAZ, Kathy. 2014. Constructing grounded theory. Sage, London (Inglaterra).
CROSSAN, Mary., LANE Henry, y WHITE Roderick. 1999. “An organizational learning framework: from intuition to institution”. Academy of Management Review. 24/3:522-537
EISENDHARDT, K. y BOURGEOIS , L. J. 1988. “Politics and strategic decision making in high-velocity environments: towards a midrange theory”. Academy of Management Journal. 75/4: 737-770.
EKMAN, Paul. y FRIESEN, Wallace. 1969. “The repertoire of nonverbal behavior: Categories, origins, usage, and coding”. Semiotica. 1/1: 49-98.
ENGESTRÖM, Yrjö. 1994. ”The Working Health Center Project: Materializing Zones of Proximal Development in a Network of Organizational Innovation," Action Research in Finland. Hakapaino Oy, Helsinki (Finlandia)ENGESTRÖM, Yrjö. 1999. Learning By Expanding: Ten Years After, German Edition. BdWi-Verlag, Marburg (Alemania)
ENGESTRÖM, Yrjö. 2000. “Activity theory as a framework for analyzing and redesigning work”, Ergonomics, 43/7: 960-974.
ENGESTRÖM, Yrjö. 2001 “Expansive learning at work: toward an activity theoretical reconceptualization”. Journal of Education at Work. 14/1:133-156
ENGESTRÖM, Yrjö. y MIETTINEN, Reijo. 1999. "Introduction activity theory: a well-kept secret" en Perspectives on Activity Theory. Cambridge University Press, Cambridge (Inglaterra)
FLIGSTEIN, Neil. 1990. The Transformation of Corporate Control. Harvard University Press, Cambridge (Estados Unidos).
FOUCAULT, Michel. 1977. Discipline and Punish: the Birth of a Prison. Allen Lane, London (Inglaterra).
FRANWICK, Gary., WARD James, HUTT, Michael, y REINGEN Peter. 1994 “Evolving patterns of organizational beliefs in the formation of strategy”. Journal of Marketing. 58/2: 96-110
GIRALDO, Mario, HALLIDAY, Susan, BOTERO, Maria, y BACHMANN, Reinhard. 2010. “Contradictions and powerplay in service encounters: an activity theory approach”. Cadernos EBAPE. VII/2: 356-369.
GIRALDO, Mario. 2014. “The dynamics of knowledge co-creation in service encounters: a practice-theoretical approach”. Progressive Trends in Knowledge and System-Based Science for Service Innovation. IGI Global. 66-88.
GIRALDO, Mario. 2015. Value creation and social context in service encounters: a practice approach. Doctoral dissertation, University of Surrey, (Inglaterra).
GRÖNROOS, Christian. 2008. "Adopting a service logic for marketing" en In search of a new logic for marketing: foundations of contemporary theory. Wiley, Chichester (Inglaterra)
GUMMESSON, Evert. 2000. Qualitative methods in management research. Sage, Thousand Oaks (Inglaterra).
GUMMESSON, Evert. 2007. “Exit services marketing, enter service marketing” Journal of Customer Behaviour. 6/2:113-141
GUTIERREZ, Kris., RYMES, Betsy. y LARSON, Joanne. 1995. “Script, counterscript, and underlife in the classroom: James Brown versus Brown v. board of education”. Harvard Educational Review. 65/3: 445-471
GREMLER, Dwayne., JO BITNER, Mary. y EVANS, Kenneth. 1994. “The internal service encounter”. International Journal of Service Industry Management. 5/2: 34-56.
HARDY, Cynthia. y CLEGG, Stewart. 1996. “Some dare call it power” en Handbook of Organizational Studies. Sage, London (Inglaterra)
HARDY, Cynthia, PHILLIPS, Nelson, y LAWRENCE Tom. 1998. “Distinguishing trust and power in interorganizational relations: forms and facades of trust”.
LANE, Christel. y BACHMANN, Reinhard. 1998. Trust within and between organizations. Oxford University Press, Oxford (Inglaterra).
HOLTTINEN, Heli. 2010 “Social practices as a units of value creation: theoretical underpinnings and implications”. International Journal of Quality and Service Sciences. 2/1: 95-112.
LAZEGA, Emmanuel. 1992. The micropolitics of knowledge: communication and indirect control in workgroups. Aldine de Gruyter, New York (Estados Unidos)
MAINIERO, Lisa. 1986. “Coping with powerlessness: the relationship of gender and job dependency to empowerment-strategy use”. Administrative Science Quaterly. 31/4: 633-653
NARANJO, Oscar. y GIRALDO, Mario. 2014. “Análisis descriptivo de la dinámica del surf como práctica social”. Telos. 16(2): 300-314.
PATTON, Michael. 1987. How to use qualitative methods in evaluation. SAGE, London (Inglaterra).
RAVALD, Annika y GRÖNROOS, Christian. 2009. Marketing and the logic of service: value facilitation, value creation and co-creation, and their marketing implications. Hanken School of Economics, Helsinki (Finlandia)
RAVEN, Bertram. 2008. “The bases of power and the power/interaction model of interpersonal influence”. Analyses of Social Issues and Public Policy. 8: 1-22.
RICHARDSON, Laurel,. 2000. “Evaluating ethnography”. Qualitative Inquiry. 6: 253-255.
RUEKERT, Robert. y WALKER, Orville. 1987. “Interactions between marketing and R&D departments in implementing different business strategies”. Strategic Management Journal. 8/3: 233-248
SALDANA, Johnny. 2012. The Coding Manual for Qualitative Researchers. SAGE Publications, Thousand Oaks (Estados Unidos).
SKÅLÉN, Per. 2011. Managing service firms: The power of managerial marketing. Routledge, New York (Estados Unidos).
SPRADLEY, James. 1980. Participant observation. Waveland Press, Long Grove (Estados Unidos).
VAUGHAN, Diane. 1999. “The dark side of organizations: mistake, misconduct and disaster”. Annual Review of Sociology. 25: 271-305.
WOLCOTT, Harry. 1994. Transforming qualitative data. Sage, Thousand Oaks (Estados Unidos).
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spelling Giraldo Olivares, MarioNaranjo Del Giudice, OscarNaranjo Arango, RodrigoMercado Caruso, Nohora Nubia2020-12-26T18:10:17Z2020-12-26T18:10:17Z201810121587https://hdl.handle.net/11323/7639Corporación Universidad de la CostaREDICUC - Repositorio CUChttps://repositorio.cuc.edu.co/Mediante el estudio de caso de una institución de educación superior, los autores exploran como las dinámicas de ejercicio de poder, comportamiento político y liderazgo organizacional, actúan como mediadores del proceso de facilitación de valor y las relaciones en los diferentes encuentros internos de servicio de la organización. Analizando las prácticas de co-creación de valor del ecosistema de servicio organizacional, usando la teoría de la actividad, se encontró que las faltas en la entrega de las propuestas de valor se generaron por la multiplicidad de significados perseguidos por los diferentes públicos internos y el inadecuado juego de poder entre los mismosGiraldo Olivares, MarioNaranjo Del Giudice, OscarNaranjo Arango, RodrigoMercado Caruso, Nohora Nubia-will be generated-orcid-0000-0001-9261-8331-600application/pdfspaCorporación Universidad de la CostaAttribution-NonCommercial-ShareAlike 4.0 Internationalhttp://creativecommons.org/licenses/by-nc-sa/4.0/info:eu-repo/semantics/openAccesshttp://purl.org/coar/access_right/c_abf2Opcion, Volume 34, Issue Special Issue 18, 2018, Pages 1691-1714https://produccioncientificaluz.org/index.php/opcion/article/view/23990Uso de PoderCo-creación de ValorEcosistema de ServicioTeoría de la ActividadHindering value facilitation and relational marketing practicesEntorpeciendo la facilitación de valor y las prácticas de marketing relacionalArtículo de revistahttp://purl.org/coar/resource_type/c_6501http://purl.org/coar/resource_type/c_2df8fbb1Textinfo:eu-repo/semantics/articlehttp://purl.org/redcol/resource_type/ARTinfo:eu-repo/semantics/acceptedVersionALDERSON, Wroe. 1965. Dynamic Marketing Behavior. Richard D Irwin, Inc, Homewood (Estados Unidos)ANDERSON, Laurel., OSTROM, Amy., Corus, CANAN.., Fisk, Raymond., GALLAN, Andrew., GIRALDO, Mario., MENDE, Martin., MULDER, Mark., RAYBURN, Steven., ROSENBAUM, Mark., y SHIRAHADA, Kunio. 2013. “Transformative service research: An agenda for the future”. Journal of Business Research. 66/8: 1203-1210.BALLANTYNE David, y VAREY Richard. 2006. “Creating value-in-use through marketing interaction: the exchange logic of relating, communicating, and knowing”. Marketing Theory. 6/3:335-348BATESON, John. 1985. ”Perceived Control and The Service Encounter" en The service encounter: managing employee/customer interaction in service businesses. Lexington Books, Lexington (Estados Unidos).BERGER, Peter. y LUCKMANN Thomas. 1967. The social construction of reality. Penguin Books, Harmondsworth (Inglaterra)BITNER, Mary Jo. 1992. “Servicesscapes: The impact of physical surroundings on customers and employees”. The journal of marketing. 57-71BUCHANAN, David. y BADHAM, Richard. 1999. Power, politics and organizational change: wining the turf game. Sage, London (Inglaterra).CHARMAZ, Kathy. 2014. Constructing grounded theory. Sage, London (Inglaterra).CROSSAN, Mary., LANE Henry, y WHITE Roderick. 1999. “An organizational learning framework: from intuition to institution”. Academy of Management Review. 24/3:522-537EISENDHARDT, K. y BOURGEOIS , L. J. 1988. “Politics and strategic decision making in high-velocity environments: towards a midrange theory”. Academy of Management Journal. 75/4: 737-770.EKMAN, Paul. y FRIESEN, Wallace. 1969. “The repertoire of nonverbal behavior: Categories, origins, usage, and coding”. Semiotica. 1/1: 49-98.ENGESTRÖM, Yrjö. 1994. ”The Working Health Center Project: Materializing Zones of Proximal Development in a Network of Organizational Innovation," Action Research in Finland. Hakapaino Oy, Helsinki (Finlandia)ENGESTRÖM, Yrjö. 1999. Learning By Expanding: Ten Years After, German Edition. BdWi-Verlag, Marburg (Alemania)ENGESTRÖM, Yrjö. 2000. “Activity theory as a framework for analyzing and redesigning work”, Ergonomics, 43/7: 960-974.ENGESTRÖM, Yrjö. 2001 “Expansive learning at work: toward an activity theoretical reconceptualization”. Journal of Education at Work. 14/1:133-156ENGESTRÖM, Yrjö. y MIETTINEN, Reijo. 1999. "Introduction activity theory: a well-kept secret" en Perspectives on Activity Theory. Cambridge University Press, Cambridge (Inglaterra)FLIGSTEIN, Neil. 1990. The Transformation of Corporate Control. Harvard University Press, Cambridge (Estados Unidos).FOUCAULT, Michel. 1977. Discipline and Punish: the Birth of a Prison. Allen Lane, London (Inglaterra).FRANWICK, Gary., WARD James, HUTT, Michael, y REINGEN Peter. 1994 “Evolving patterns of organizational beliefs in the formation of strategy”. Journal of Marketing. 58/2: 96-110GIRALDO, Mario, HALLIDAY, Susan, BOTERO, Maria, y BACHMANN, Reinhard. 2010. “Contradictions and powerplay in service encounters: an activity theory approach”. Cadernos EBAPE. VII/2: 356-369.GIRALDO, Mario. 2014. “The dynamics of knowledge co-creation in service encounters: a practice-theoretical approach”. Progressive Trends in Knowledge and System-Based Science for Service Innovation. IGI Global. 66-88.GIRALDO, Mario. 2015. Value creation and social context in service encounters: a practice approach. Doctoral dissertation, University of Surrey, (Inglaterra).GRÖNROOS, Christian. 2008. "Adopting a service logic for marketing" en In search of a new logic for marketing: foundations of contemporary theory. Wiley, Chichester (Inglaterra)GUMMESSON, Evert. 2000. Qualitative methods in management research. Sage, Thousand Oaks (Inglaterra).GUMMESSON, Evert. 2007. “Exit services marketing, enter service marketing” Journal of Customer Behaviour. 6/2:113-141GUTIERREZ, Kris., RYMES, Betsy. y LARSON, Joanne. 1995. “Script, counterscript, and underlife in the classroom: James Brown versus Brown v. board of education”. Harvard Educational Review. 65/3: 445-471GREMLER, Dwayne., JO BITNER, Mary. y EVANS, Kenneth. 1994. “The internal service encounter”. International Journal of Service Industry Management. 5/2: 34-56.HARDY, Cynthia. y CLEGG, Stewart. 1996. “Some dare call it power” en Handbook of Organizational Studies. Sage, London (Inglaterra)HARDY, Cynthia, PHILLIPS, Nelson, y LAWRENCE Tom. 1998. “Distinguishing trust and power in interorganizational relations: forms and facades of trust”.LANE, Christel. y BACHMANN, Reinhard. 1998. Trust within and between organizations. Oxford University Press, Oxford (Inglaterra).HOLTTINEN, Heli. 2010 “Social practices as a units of value creation: theoretical underpinnings and implications”. International Journal of Quality and Service Sciences. 2/1: 95-112.LAZEGA, Emmanuel. 1992. The micropolitics of knowledge: communication and indirect control in workgroups. Aldine de Gruyter, New York (Estados Unidos)MAINIERO, Lisa. 1986. “Coping with powerlessness: the relationship of gender and job dependency to empowerment-strategy use”. Administrative Science Quaterly. 31/4: 633-653NARANJO, Oscar. y GIRALDO, Mario. 2014. “Análisis descriptivo de la dinámica del surf como práctica social”. Telos. 16(2): 300-314.PATTON, Michael. 1987. How to use qualitative methods in evaluation. SAGE, London (Inglaterra).RAVALD, Annika y GRÖNROOS, Christian. 2009. Marketing and the logic of service: value facilitation, value creation and co-creation, and their marketing implications. Hanken School of Economics, Helsinki (Finlandia)RAVEN, Bertram. 2008. “The bases of power and the power/interaction model of interpersonal influence”. Analyses of Social Issues and Public Policy. 8: 1-22.RICHARDSON, Laurel,. 2000. “Evaluating ethnography”. Qualitative Inquiry. 6: 253-255.RUEKERT, Robert. y WALKER, Orville. 1987. “Interactions between marketing and R&D departments in implementing different business strategies”. Strategic Management Journal. 8/3: 233-248SALDANA, Johnny. 2012. The Coding Manual for Qualitative Researchers. SAGE Publications, Thousand Oaks (Estados Unidos).SKÅLÉN, Per. 2011. Managing service firms: The power of managerial marketing. Routledge, New York (Estados Unidos).SPRADLEY, James. 1980. Participant observation. Waveland Press, Long Grove (Estados Unidos).VAUGHAN, Diane. 1999. “The dark side of organizations: mistake, misconduct and disaster”. Annual Review of Sociology. 25: 271-305.WOLCOTT, Harry. 1994. Transforming qualitative data. 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