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The essential, data-driven blueprint to build trust in your organization. Did you know that trusted companies outperform their peers by up to 400%? That customers who trust a brand are 88% more likely to buy again? And that 79% of employees who trust their employer are more motivated to work (and less likely to leave)? The importance of trust is at an all-time high—just as our inclination to trust is at an all-time low. Building trust is your single greatest opportunity to create competitive advantage. With new data at its core, The Four Factors of Trust gives you practical guidance to measure and build trust in the relationships that matter the most—with your customers, workforce, and partners. Trust ultimately comes down to just Four Factors: Humanity, Capability, Transparency, and Reliability. These Four Factors make up Deloitte's HX TrustIDTM, a groundbreaking measurement tool poised to become the gold standard for evaluating organizational performance. Ashley Reichheld and Amelia Dunlop show how your organization can use HX TrustIDTM to measure, predict, and build trust to earn lifelong loyalty—and elevate the human experience with your customers, workforce, and partners. The Four Factors of Trust lays it all out in do-able parts so you can: Create better business outcomes by understanding how trust affects human behaviors Measure your company's trust score—revealing strengths, deficits, and opportunities to (re)build trust with key stakeholders Design actionable strategies to improve trust with your customers, workforce, and partners Build trust and earn loyalty through every business function from marketing to operations to talent experience With compelling stories from leading organizations—and practical applications in Marketing & Experience, Cybersecurity, HR, Sustainability (ESG), and Operations & Technology—The Four Factors of Trust will enable you to create the relationships you want to build, the organizations you want to belong to, and the world you want to live in.
Long-term supply relationships are of crucial importance in industrial organization. The present (r)evolution in information and communication technology such as e-business is proof of the increasingly dynamic environment in which firms operate. As a result, firms have to focus on their core competencies and obtain complementary ones from partner firms to be able to survive. This can hardly be realized without having long-term supply relationships. In the past decades, research on strategic alliances -the class of interfirm arrangements to which long-term supply relationships belong mushroomed. Many ofthe (empirical) studies in the alliance literature focus on a single variable that is then explained by a set of independent variables. For example, for international joint ventures the level of commitment, interdependence, asymmetry, and dedicated investments explains the development of trust. By itself there is nothing wrong in this approach. On the contrary, because of all these studies we now have some knowledge about the reasons why firms enter in alliances and why some alliances are more successful than others. In fact, one of our first studies also belonged to this research-tradition.
Four questions determine whether a company is using interorganizational cost management. Does your firm set specific cost-reduction objectives for its suppliers? Does your firm help its customers and/or suppliers find ways to achieve their cost-education objectives? Does your firm take into account the profitability of its suppliers when negotiating component pricing with them? Is your firm continuously making its buyer-supplier interfaces more efficient? If the answer to any of these questions is ""no"", your firm risks introducing products that cost too much or are not competitive. The full potential of the supply network can be realized only when the entire supply chain adopts interorganizational cost management practices. Competitive pressure has led many firms to try to increase the efficiency of supplier firms through interorganizational cost management systems, a structured approach to coordinating the activities of firms in a supplier network to reduce the total costs in the network. It is particularly important to lean enterprises for two reasons: Lean enterprises typically outsource more of the added value of their products than their mass producer counterparts. Lean enterprises usually compete more aggressively and must manage costs more effectively. Interorganizational cost management can reduce costs in three ways: through product design, through product manufacture and through cooperative approaches between buyers and suppliers to build smoother interfaces. However, more than just cost management must cross interorganizational boundaries. Suppliers are also a major source of innovation for lean enterprises. Successful supplier networks encourage every firm in the network to innovate and compete more aggressively. Read this book to learn to manage the supply chain to forge competitive advantage while reducing costs.
Trust in Market Relationships illustrates that the importance of trust in a commercial arena has intensified as markets have become more complex. As business relationships become ever critical for a firm s economic results in highly competitive markets, and trust represents the basic platform for the development of successful long-term collaborations. Sandro Castaldo attempts to order the analytical complexity and myriad perspectives that characterise research on trust. He aims not to simplify this complexity, but to present guidelines for an interpretative model of trust, and to define fundamental concepts for trust management strategies. Issues explored include: the nature of trust, the relevance of trust to firms intangible assets and value creation; dimensions of trust in marketing studies; psychological, sociological and organizational studies and the transactional cost theory; trust determinants, consequences and evolutionary processes and cycles. With its wide literature review and complete field overview, this multi-disciplinary approach to the complex facets of trust in market relationships will strongly appeal to those with an interest in marketing, trust management and organizational studies.
Mark Casson demonstrates how the economic effects of cultureDSsocial values such as honesty, dedication, and loyaltyDScan be analysed in a rigorous fashion. The author argues that gains from technology in modern society can be offset by high costs stemming from the missing moral dimension whichhas implications for economic competitiveness and for social and economic institutions. A strong culture reduces transaction costs and enhances performanceDSthe success of an economy thus depends on the quality of its culture.
The original hardback edition of The New Workplace examined modern business terms such as total quality management, just-in-time production, e-business, lean manufacturing and teleworking. It explored what these terms really mean and what effect they have in practice - especially their impact on productivity and performance and their social and psychological consequences. This paperback is a shorter, revised version of the original book. It will focus on working practices, especially technology orientated ones, which are the most relevant and innovative for consultants.
"This set addresses a range of e-collaboration topics through advanced research chapters authored by an international partnership of field experts"--Provided by publisher.
Public trust in business is one of the most important but least understood issues for business leaders, public officials, employees, NGOs and other key stakeholders. This book provides much-needed thinking on the topic. Drawing on the expertise of an international array of experts from academic disciplines including business, sociology, political science and philosophy, it explores long-term strategies for building and maintaining public trust in business. The authors look to new ways of moving forward, by carefully blending the latest academic research with conclusions for future research and practice. They address core drivers of public trust, how to manage it effectively, the consequences of low public trust, and how best to address trust challenges and repair trust when it has been lost. This is a must-read for business practitioners, policy makers and students taking courses in corporate social responsibility or business ethics.
Explores the concept of complexity and analyses how organizational governance can contribute to environmental sustainability. A common theme in these chapters is that organizations actively engage with their environments. Consequently, organizational responses are partly the result of iterative processes with the environment.
Covers research on strategic alliances, and serves to lay out a research agenda on collaborative strategy and alliance management. This book covers the theoretical foundations that guide work on inter-firm collaboration, ranging from sociological perspectives to real options theory to diverse traditions within organizational economics.