The Relationship Between Capacity for Change and Customer Satisfaction in POD-eBook Self-publishing
By:
Published on 2007 by ProQuest
Despite potential advantages of Print-On-Demand (POD) and eBook publishing, POD-eBook publishers historically have had difficulties coping with change. The problem addressed in this exploratory case study was the capacity of XYZ (a POD-eBook publisher) to systematically deal with change, the relationship to customer satisfaction, and the implications for POD-eBook publishing. Seven research questions were focused on XYZ's capacity to deal with change, customer (author) satisfaction with implemented changes, and the need for future improvement initiatives. Inductive data analysis was used to triangulate data collected from each phase of research with emergent design used to develop the instruments for the final 2 rounds of research. Data were collected in 4 research phases, including a document and records review, Employee-Management Interview, Author Survey, and a follow-up Manager's Interview. Participant data were randomly coded with a 4-dgit number to protect privacy and for the purpose of quantitative analysis of qualitative data. Results demonstrate that XYZ has the capacity to implement necessary changes to improve customer satisfaction, but new change management initiatives should be considered for future growth. A recommendation is that other POD-eBook publishers should conduct similar analyses to better understand their capacity to deal with change and consider deploying similar improvement steps presented in this study. The positive social impact of this study affects those who love to read and write; by learning how to systematically deal with change, POD-eBook publishers provide prospective authors with a viable option to self-publish and readers with new material that otherwise may never have been published.
This Book was ranked 23 by Google Books for keyword ebook publishing.
