An increasing number of firms are aiming to implement closed-loop supply chain (CLSC) management ... more An increasing number of firms are aiming to implement closed-loop supply chain (CLSC) management to contribute to a more circular economy. However, for many of these firms, it is difficult to translate this strategic aim into fruitful operational decisions. They need to address many deep uncertainties and dynamic complexities in their supply chain system, which make their transition towards CLSC management challenging. This article aims to develop a better understanding of how supply chain actors taking steps towards CLSC management could be supported to reach higher levels of maturity in dealing with deep uncertainty and dynamic complexity. This is investigated in a single, facilitated, embedded case study: a future-oriented decision-making process regarding the use of timber with four real-world actors in the construction industry. The process is structured and supported with analyses, following a methodology based on the capability maturity approach. In this empirical context, th...
This article develops a methodology to empirically study and cope with deep uncertainty and dynam... more This article develops a methodology to empirically study and cope with deep uncertainty and dynamic complexity when the actors in a traditional supply chain make a transition toward more mature closed-loop supply chain (CLSC) management. The methodology addressed calls for innovative research and decision-making approaches in this field. Mature, in this context, refers to moving operationally and mentally away from a stochastic, one-dimensional and static approach to CLSC management, towards an exploratory, multi-dimensional and dynamic approach. To empirically study and cope with deep uncertainty and dynamic complexity in a CLSC context, a conceptual framework and related methodological toolbox are developed, together called the ‘closed-loop integration: collective keystones methodology’ (hereinafter CLICK methodology). The conceptual framework entails six maturity stages, which have been defined based on the well-known capability maturity framework and the concept of double-loop l...
Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2016
Social media, and specifically brand-based online communities, have revolutionized consumer-brand... more Social media, and specifically brand-based online communities, have revolutionized consumer-brand interactions. For the first time ever, the brand itself can converse with consumers. Hence a key question emerges: how should brands communicate with their fans in these communities? The existing literature provides insufficient guidance for brands about how to communicate in this new situation. We know especially little about what communication style brands should chose to approach consumers on these online platforms. Existing studies focus nearly exclusively on language in the context of advertising, an inherently one-way communication channel. However, marketers now seek best practices in communication for contexts in which one-way communication research is largely inapplicable.
... Fair treatment of customers in cases of service failure is not included by Zeithaml et al ...... more ... Fair treatment of customers in cases of service failure is not included by Zeithaml et al ... The focal job board started up in April 1999 and the empirical study was conducted ... Customer satisfaction with e-services 417 on on education and entrepreneurial advice, in other words, by ...
ABSTRACT The Internet not only changes the way customers interact with companies, but it also cre... more ABSTRACT The Internet not only changes the way customers interact with companies, but it also creates opportunities for entirely new categories of services. Many of these new services are offered as free supplements, with the purpose of adding value to the complete offering and tying customers closer to the company. However, services are only as valuable as perceived by their users. Therefore, companies need to look into customer perceived value of supplementary online services. This paper offers a preliminary framework for the study of online value creation. The framework is illustrated with empirical data of educators' perception of the online services offered by educational publishers.
ABSTRACT Hoewel succesvolle innovatie nooit vanzelfsprekend is geweest, is het succesvol lanceren... more ABSTRACT Hoewel succesvolle innovatie nooit vanzelfsprekend is geweest, is het succesvol lanceren van nieuwe producten of diensten, of het tot een goed einde brengen van een proces- of sociale innovatie in toenemende mate een uitdaging. In dit essay wil ik kort schetsen hoezeer innovatie, ook op technologische innovatie gebaseerde product-, proces- of diensteninnovatie, mensenwerk is en steeds afhankelijker wordt van het succesvol ontwerpen en managen van uiterst complexe en dynamische structuren die individuen, teams en organisaties omvatten en met elkaar in verband brengen. Het hoofdstuk is een pleidooi voor meer onderzoek naar succesfactoren in het ontwerpen en managen van deze innovatiestructuren of -netwerken, die gericht zijn op de creatie van meerwaarde voor zowel externe als interne partijen.
ABSTRACT Healthcare service providers in most Western societies are currently confronted with sub... more ABSTRACT Healthcare service providers in most Western societies are currently confronted with substantial challenges. They must continuously improve the quality of care, while at the same time being under substantial pressure from governments and insurance companies to reduce their costs and improve efficiency. They are hindered in their efforts by growing patient numbers, the steadily increasing complexity of treatments and healthcare needs of patients and the healthcare system as a whole. For a number of years, the sector has been looking desperately for methods to develop a more sustainable high quality healthcare system. In this chapter, we present and discuss the case of the Dutch ParkinsonNet as a highly innovative healthcare provision system, and demonstrate how the use of Web 2.0 principles and the partially virtual integration of various elements of this service system can help healthcare providers deal with the challenges mentioned above. The innovative use of information technology can help to create value in a sustainable way for all stakeholders involved. We use the idea of multiple value creation in a service value chain - or more precisely, a service value network - as a conceptual framework. Especially in complex healthcare service systems, multidimensional value is simultaneously created for and by many different - and interdependent - stakeholders. Major stakeholders in the healthcare service system, potentially taking advantage of a better communication and integration of the system, are the healthcare service user – the patient -, and the various healthcare providers, i.e. physicians and therapists, and hospitals. Last, but not least, those who finance the system – insurance companies, and ultimately the government - potentially face substantially lower costs in a better-integrated and more sustainable health service system. The case helps understand how information exchange, optimized through the use of Web 2.0 technology, may increase trust and collaboration between various categories of stakeholders, and improve the quality of care while reducing total cost of the service system.
Amazon is the world’s largest online entertainment retailer, positions itself as the world’s most... more Amazon is the world’s largest online entertainment retailer, positions itself as the world’s most customer-centric company, and has generated very strong competition for most traditional retailers. Still, some traditional retailers succeed in maintaining, or even increasing, their competitive position – albeit at the expense of profitability. Fnac is a France-based pan-European book retailer, with currently one store outside Europe, in Brazil. They are active in many large European cities. The company entered the market with a relatively simple vision and mission: make culture available to the masses, offer more choice than local booksellers and, if possible, at a lower price. However, when Amazon entered the market, the competition was immediately noticeable. Amazon was offering an even larger choice at even lower prices. The company reluctantly entered the e-tailing channel, but never achieved sales numbers through that channel that were even close to Amazon’s. Fnac realized that they apparently could not beat Amazon in a home match. They would need some rather innovative ideas to remain competitive. They focused on innovating and further improving the customer experience, which was what they esteemed to be good at. They organized live discussion forums with famous writers, invited live musicians into the stores, and added complementary services, such as a book cafe, where people could simultaneously enjoy drinks and browse a book. They increased the frequency of signing sessions, and tried to turn their stores into genuine temples of culture and the place to be for culture lovers.
An increasing number of firms are aiming to implement closed-loop supply chain (CLSC) management ... more An increasing number of firms are aiming to implement closed-loop supply chain (CLSC) management to contribute to a more circular economy. However, for many of these firms, it is difficult to translate this strategic aim into fruitful operational decisions. They need to address many deep uncertainties and dynamic complexities in their supply chain system, which make their transition towards CLSC management challenging. This article aims to develop a better understanding of how supply chain actors taking steps towards CLSC management could be supported to reach higher levels of maturity in dealing with deep uncertainty and dynamic complexity. This is investigated in a single, facilitated, embedded case study: a future-oriented decision-making process regarding the use of timber with four real-world actors in the construction industry. The process is structured and supported with analyses, following a methodology based on the capability maturity approach. In this empirical context, th...
This article develops a methodology to empirically study and cope with deep uncertainty and dynam... more This article develops a methodology to empirically study and cope with deep uncertainty and dynamic complexity when the actors in a traditional supply chain make a transition toward more mature closed-loop supply chain (CLSC) management. The methodology addressed calls for innovative research and decision-making approaches in this field. Mature, in this context, refers to moving operationally and mentally away from a stochastic, one-dimensional and static approach to CLSC management, towards an exploratory, multi-dimensional and dynamic approach. To empirically study and cope with deep uncertainty and dynamic complexity in a CLSC context, a conceptual framework and related methodological toolbox are developed, together called the ‘closed-loop integration: collective keystones methodology’ (hereinafter CLICK methodology). The conceptual framework entails six maturity stages, which have been defined based on the well-known capability maturity framework and the concept of double-loop l...
Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2016
Social media, and specifically brand-based online communities, have revolutionized consumer-brand... more Social media, and specifically brand-based online communities, have revolutionized consumer-brand interactions. For the first time ever, the brand itself can converse with consumers. Hence a key question emerges: how should brands communicate with their fans in these communities? The existing literature provides insufficient guidance for brands about how to communicate in this new situation. We know especially little about what communication style brands should chose to approach consumers on these online platforms. Existing studies focus nearly exclusively on language in the context of advertising, an inherently one-way communication channel. However, marketers now seek best practices in communication for contexts in which one-way communication research is largely inapplicable.
... Fair treatment of customers in cases of service failure is not included by Zeithaml et al ...... more ... Fair treatment of customers in cases of service failure is not included by Zeithaml et al ... The focal job board started up in April 1999 and the empirical study was conducted ... Customer satisfaction with e-services 417 on on education and entrepreneurial advice, in other words, by ...
ABSTRACT The Internet not only changes the way customers interact with companies, but it also cre... more ABSTRACT The Internet not only changes the way customers interact with companies, but it also creates opportunities for entirely new categories of services. Many of these new services are offered as free supplements, with the purpose of adding value to the complete offering and tying customers closer to the company. However, services are only as valuable as perceived by their users. Therefore, companies need to look into customer perceived value of supplementary online services. This paper offers a preliminary framework for the study of online value creation. The framework is illustrated with empirical data of educators' perception of the online services offered by educational publishers.
ABSTRACT Hoewel succesvolle innovatie nooit vanzelfsprekend is geweest, is het succesvol lanceren... more ABSTRACT Hoewel succesvolle innovatie nooit vanzelfsprekend is geweest, is het succesvol lanceren van nieuwe producten of diensten, of het tot een goed einde brengen van een proces- of sociale innovatie in toenemende mate een uitdaging. In dit essay wil ik kort schetsen hoezeer innovatie, ook op technologische innovatie gebaseerde product-, proces- of diensteninnovatie, mensenwerk is en steeds afhankelijker wordt van het succesvol ontwerpen en managen van uiterst complexe en dynamische structuren die individuen, teams en organisaties omvatten en met elkaar in verband brengen. Het hoofdstuk is een pleidooi voor meer onderzoek naar succesfactoren in het ontwerpen en managen van deze innovatiestructuren of -netwerken, die gericht zijn op de creatie van meerwaarde voor zowel externe als interne partijen.
ABSTRACT Healthcare service providers in most Western societies are currently confronted with sub... more ABSTRACT Healthcare service providers in most Western societies are currently confronted with substantial challenges. They must continuously improve the quality of care, while at the same time being under substantial pressure from governments and insurance companies to reduce their costs and improve efficiency. They are hindered in their efforts by growing patient numbers, the steadily increasing complexity of treatments and healthcare needs of patients and the healthcare system as a whole. For a number of years, the sector has been looking desperately for methods to develop a more sustainable high quality healthcare system. In this chapter, we present and discuss the case of the Dutch ParkinsonNet as a highly innovative healthcare provision system, and demonstrate how the use of Web 2.0 principles and the partially virtual integration of various elements of this service system can help healthcare providers deal with the challenges mentioned above. The innovative use of information technology can help to create value in a sustainable way for all stakeholders involved. We use the idea of multiple value creation in a service value chain - or more precisely, a service value network - as a conceptual framework. Especially in complex healthcare service systems, multidimensional value is simultaneously created for and by many different - and interdependent - stakeholders. Major stakeholders in the healthcare service system, potentially taking advantage of a better communication and integration of the system, are the healthcare service user – the patient -, and the various healthcare providers, i.e. physicians and therapists, and hospitals. Last, but not least, those who finance the system – insurance companies, and ultimately the government - potentially face substantially lower costs in a better-integrated and more sustainable health service system. The case helps understand how information exchange, optimized through the use of Web 2.0 technology, may increase trust and collaboration between various categories of stakeholders, and improve the quality of care while reducing total cost of the service system.
Amazon is the world’s largest online entertainment retailer, positions itself as the world’s most... more Amazon is the world’s largest online entertainment retailer, positions itself as the world’s most customer-centric company, and has generated very strong competition for most traditional retailers. Still, some traditional retailers succeed in maintaining, or even increasing, their competitive position – albeit at the expense of profitability. Fnac is a France-based pan-European book retailer, with currently one store outside Europe, in Brazil. They are active in many large European cities. The company entered the market with a relatively simple vision and mission: make culture available to the masses, offer more choice than local booksellers and, if possible, at a lower price. However, when Amazon entered the market, the competition was immediately noticeable. Amazon was offering an even larger choice at even lower prices. The company reluctantly entered the e-tailing channel, but never achieved sales numbers through that channel that were even close to Amazon’s. Fnac realized that they apparently could not beat Amazon in a home match. They would need some rather innovative ideas to remain competitive. They focused on innovating and further improving the customer experience, which was what they esteemed to be good at. They organized live discussion forums with famous writers, invited live musicians into the stores, and added complementary services, such as a book cafe, where people could simultaneously enjoy drinks and browse a book. They increased the frequency of signing sessions, and tried to turn their stores into genuine temples of culture and the place to be for culture lovers.
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Papers by Allard Van Riel