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020 _a9783031587795
_9978-3-031-58779-5
024 7 _a10.1007/978-3-031-58779-5
_2doi
050 4 _aHD30.3-.36
072 7 _aKJP
_2bicssc
072 7 _aBUS007000
_2bisacsh
072 7 _aKJP
_2thema
100 1 _aBrandt, David Randall.
_eauthor.
_4aut
_4http://id.loc.gov/vocabulary/relators/aut
_980278
245 1 0 _aOrganizational Listening and Response
_h[electronic resource] :
_bAttending to External Stakeholders /
_cby David Randall Brandt, William A. Donohue.
250 _a1st ed. 2024.
264 1 _aCham :
_bSpringer Nature Switzerland :
_bImprint: Palgrave Macmillan,
_c2024.
300 _aXVI, 240 p. 31 illus., 2 illus. in color.
_bonline resource.
336 _atext
_btxt
_2rdacontent
337 _acomputer
_bc
_2rdamedia
338 _aonline resource
_bcr
_2rdacarrier
347 _atext file
_bPDF
_2rda
490 1 _aNew Perspectives in Organizational Communication,
_x2730-5341
505 0 _aChapter 1- The Organizational Listening Imperative -- Chapter 2- Foundations of Organizational Listening -- Chapter 3- A Conceptual Model of Listening and Responding to External Stakeholders -- Chapter 4- Capturing and Leveraging the “Voice of the Customer” -- Chapter 5- A Program of Research on Organizational Listening Practices and Effectiveness -- Chapter 6- Assessing the Current State of Corporate Voice of the Customer Programs – Part One -- Chapter 7- Assessing the Current State of Corporate Voice of the Customer Programs – Part Two -- Chapter 8- Assessing the Current State of Corporate Voice of the Customer Programs – Part Three -- Chapter 9- Organizational Listening in 2023: Perspectives of Thought Leaders and Subject Matter Experts -- Chapter 10- Addressing Organizational Listening Challenges and Opportunities: Some Best Practices and Potential Solutions.
520 _aThis book argues that listening to constituents who reside outside organizational boundaries, but who are essential members of an organization’s ecosystem, is a vital constitutive element of organizational communication. It also attempts to demonstrate that, by and large, the field of organizational communication has neglected such listening. The book goes on to introduce a conceptual and methodological framework organizations can use to assess listening practices and effectiveness. Through a combination of theory, research, and case illustrations, the book will be valuable to both scholars and practitioners in the fields of organizational communication, marketing, and public relations. It will provide insight and direction for theory-building, knowledge development, and implementation of best practices. David Randall Brandt is Associate Professor of Practice in the School of Media and Communication at Northern Kentucky University, USA and former Founder and Principal of Voice Crafter, a Cincinnati-based research and consulting firm. He has assisted more than 300 organizations in North America, Europe, Asia, and Australia with their efforts to listen and respond to customers, employees, and other external stakeholders. William A. Donohue is Professor of Communication at Michigan State University. He has published extensively in the areas of conflict, communication, negotiation, and mediation, while also conducting workshops and other intervention activities focusing on communication, leadership development, and conflict management.
650 0 _aCommunication in organizations.
_960034
650 0 _aManagement.
_9324
650 0 _aIndustrial organization.
_957885
650 0 _aMarketing.
_9521
650 1 4 _aCorporate Communication.
_970634
650 2 4 _aManagement.
_9324
650 2 4 _aOrganization.
_959674
650 2 4 _aMarketing.
_9521
700 1 _aDonohue, William A.
_eauthor.
_4aut
_4http://id.loc.gov/vocabulary/relators/aut
_980279
710 2 _aSpringerLink (Online service)
773 0 _tSpringer Nature eBook
776 0 8 _iPrinted edition:
_z9783031587788
776 0 8 _iPrinted edition:
_z9783031587801
830 0 _aNew Perspectives in Organizational Communication,
_x2730-5341
_980280
856 4 0 _uhttps://doi.org/10.1007/978-3-031-58779-5
912 _aZDB-2-BUM
912 _aZDB-2-SXBM
999 _c61472
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