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An Assignment On Business Strategy Submitted by Submitted to [Year]

Summary Autoglass conjointly referred to as the most effective service providing company within the industry comparison to the banks and alternative service suppliers. From the beginning of the business to the current day Autoglass focuses on the requirements and demands of the customers and also the mode of providing services in an economical manner. Throughout an analysis within the industry ninety two percent of the Autoglass customers were happy at their service. Autoglass upholds a pleasant relationship between the customers & workers. They currently have five hundred branches serving within the Europe. Supported the given situation and looking the Autoglass it may be deduced that Autoglass is in an exceedingly sturdy position within the windscreen replacement industry and can be able to face future challenges in an exceedingly economical and effective manner. Autoglass now is the market leader within the industry and that they are growing in an exceedingly steady pace. 1

Contents Summary ................................................................................................................................... 1 Task 1 ........................................................................................................................................ 3 1.1 EXPLAIN THE ROLE OF STRATEGY, MISSION, VISIONS, OBJECTIVE, GOALS AND CORE COMPETENCIES OF AUTOGLASS .............................................. 3 1.2 REVIEW THE VITAL ISSUES INVOLVED IN STRATEGIC PLANNING IN AUTOGLASS ....................................................................................................................... 4 1.3 EXPLAIN MINIMUM THREE PLANNING TECHNIQUE FOR AUTOGLASS....... 7 Task 2 ...................................................................................................................................... 10 2.1 PRODUCE AN ORGANIZATIONAL AUDIT FOR AUTOGLASS ......................... 10 2.2 CARRY OUT AN ENVIRONMENTAL AUDIT FOR AUTOGLASS USING AT LEAST TWO APPROACHES ........................................................................................... 11 2.3 EXPLAIN THE SIGNIFICANCE OF STAKEHOLDERS’ ANALYSIS IN RELATION TO AUTOGLASS ......................................................................................... 13 Task 3 ...................................................................................................................................... 14 3.1 ANALYZE POSSIBLE ALTERNATIVES STRATEGIES RELATING TO SUBSTANTIVE GROWTH, LIMITED GROWTH AND RETRENCHMENT............... 14 3.2 SELECT AN APPROPRIATE FUTURE STRATEGY FOR AUTOGLASS ............. 17 Task 4 ...................................................................................................................................... 19 4.1 COMPARE THE ROLES AND RESPONSIBILITIES FOR STRATEGY IMPLEMENTATION OF AUTOGLASS .......................................................................... 19 4.2 EVALUATE RESOURCE REQUIREMENTS TO IMPLEMENT A NEW STRATEGY FOR AUTOGLASS ...................................................................................... 20 4.3 DISCUSS TARGETS AND TIMESCALES FOR ACHIEVEMENT FOR AUTOGLASS TO MONITOR A GIVEN STRATEGY.................................................... 20 CONCLUSION ....................................................................................................................... 21 References ............................................................................................................................... 22 2

Task 1 1.1 EXPLAIN THE ROLE OF STRATEGY, MISSION, VISIONS, OBJECTIVE, GOALS AND CORE COMPETENCIES OF AUTOGLASS Company Mission: Mission of a corporation is predicated on this state of affairs and action pointers according that the staff unit are to perform to realize the objectives of the organization (Kotler, P., 2000). Autoglass Company puts major focus on the customers (Autoglass Company). Company Vision: Vision of a company is that the future intentions associated in nursing the target which an organizations attempts to achieve (Kotler, P., 2000). The vision of The Autoglass Company is to serve the customers and deliver the very best level of fulfillmentto the customers. The vision, serving customers with reliability can lead Autoglass to grow up and set margins within the industry (Autoglass Company). Company Core Competency: Core competencyrefers to the core actions of a corporation that form the business missions and visions of that individual organization (Kotler, P., 2000). The core ability is that they are able to replace or repair any reasonably damaged windscreen of any model (Autoglass Company). Strategic Intent: The notion of strategic intent suggests that there's a general outlook on wherever the business ought to be going instead of a precise statement of Associate in Nursing expected conclusion and this suggests that there ought to be galore of flexibility within the declaration to allow for employees begin, cluster help and adaptation in light-weight of factors (Ivanauskiene, N, & Auruskeviciene, V., 2009). The strategic intent of Autoglass is to check itself because the market foremost continually. They are doing all the undertakings to remain leader. 3

Role of Strategy of Autoglass: The prime task in strategic administration is often the compilation and dissemination of the vision. This summarizes, in essence, the explanation of a corporation (Ivanauskiene, N, & Auruskeviciene, V., 2009). Autoglass has collected their roles in theme creating in an exceedingly approach that the schemes maintain a precise time span within the execution (Autoglass Company). Objective and goals of Autoglass: The main target of Autoglass is to steer their client by repairing or restoring broken windshield of any vehicle. The motive of Autoglass is to form their enterprise augment and assist the international people (Autoglass Company). They are increasing their enterprise by winning the hearts of the purchasers. 1.2 REVIEW THE VITAL ISSUES INVOLVED IN STRATEGIC PLANNING IN AUTOGLASS In order to set up strategies and implement strategies there are some important problems that must be thought of. Autoglass is putting their focus on the customer’s preference and customer service. They have reached the highest satisfaction level in the service industry just by replacing the windscreen in a cost effective way. Autoglass should be customer oriented and try to increase their service portfolio in order to meet with the competition. Given the situation in the case we can analysis the competitive advantages of Autoglass. Supported the case, Ansoff’s model are often accustomed to analyze the competitive benefits (Kupritz, V.& Cowell, E., 2011). 4

Competitive Advantage As usage of automobile is growing day by day, Ansoff’s model to can help them in researching their competitive advantages Autoglass delivers the best service of replacing windscreens (Kupritz, V.& Cowell, E., 2011). They are providing many services to customers concerning windscreens and capturing a good share of the market. The Ansoff’s model is given below: Existing Product Existing Market New Market New Product Market Penetration Product Development Market Development Diversification Figure: Ansoff’s Model Ansoff’sgrowth model suggests four different sets of options. Based on the situation and analysis we learned that Autoglass is increasing its market step by step and has the capacity to serve more than they are doing currently (Kotler, P., 2000). They aredelivering services to over 1,000,000 customers having problem with their windshields. ThereforeAutoglasscan serve customers with their existing product and can also introduce a replacement mean of services. These four different methods face differing types of risks The strategies are: 1. Market penetration: A market strategy herewith a corporation seeks to realize larger dominance in the market during which they already are giving (Melody, Y. & Kevin, H., 2000). This strategy typically focuses on capturing a bigger share of associate 5

degree existing market. During this section Autoglass will increase its market segments by commerce a lot of their product and attract a lot of customers. 2. Product development: Introduction of new product will enable Autoglass that may complement the prevailing product. However this strategy includes a severe disadvantage. If the purchasers do not as planned Autoglass might end in losing revenue. 3. Market development: Autoglass is the market leader during this windscreen repairing business. So,they canpromoteAutoglass extensively and ensure to grab new customers to extend its market phase. 4. Diversification: Autoglass might produce a portfolio that may unfold the risks and cut back the loss of revenue. Autoglass need to set a 4 years growth strategy according the Ansoff’s Growth Model to realize the target. Autoglass Company is in prime position in the industry (Autoglass Company).So that they might increase the expansion rate in a very steady manner by satisfying each existing furthermore as new customers and increase its market share. Autoglass conjointly ought to provide priority to the geographic location wherever they must operate and specify the minimum necessities of the suppliers to urge the standard product (Kupritz, V.& Cowell, E., 2011). Top-Down and Bottom-Up Informal Planning: Informal designing is that the technique wherever the supervisor evolves an inspiration with none accepted structure (Grant M.R. 2010). sure as shooting instant things managers applies this approach wherever it's conditionally important to create any formal structure of coming up with or the timeline for designing isn't enough. It’s important to control short amount objectives of the organization. 6

Top-Down: A top-down approach is basically the breaking down of a system to realize insight in the subsystems (Grant M. R., 2010). Autoglass is using this approach in their development and that they are doing pretty good in following this approach. Bottom-Up: A bottom-up approach is that the piecing along of systems to provide rise to additional complicated systems, therefore creating the initial systems and sub-systems of the emerging system (Grant M. R., 2010). Autoglass is using this approach in their service development to satisfy the customers and they are pretty victorious in exploitation this approach. Behavioral Approach for Autoglass: Autoglass ought to approach within the top-down procedure in alignment to capitalize their assets and to handle the affray within the future. Autoglass could be a growing business within the industry and therefore the service they're activity won't be decent for them to contain on to the place within the market. They have to arrive up with some developments for his or her merchandise and market in order that they could a wide-ranging marketplace for the purchasers. 1.3 EXPLAIN MINIMUM THREE PLANNING TECHNIQUE FOR AUTOGLASS In order to grow in the industry Autoglass can use three techniques, and they are: 1. BCG Growth Share Matrix Autoglass might prioritize their product in such a way wherever they will differentiate their product and maintain a harmony within the product portfolio (Kotler, P., 2000).It will conjointly facilitate Autoglass to work out once and wherever they are going invest during a new development and once to extract all the earnings from the service. Placing goods in the BCG growth share matrix Autoglass will face 4 types of consequences in the market. And they are: 7

1. High Growth and High Market Share  This strategy desires high allowance of cash and also the management wishes to figure out the flow of cash within the enterprise. 2. Low Growth but High Market Share  From the matrix, we will see the products that have reduced development however vast market share is that the stable business and develops steady revenue. 3. Low Growth and Low Market Share  When the products begins to misplace its market share and development growth rates reduced then the products falls into decline stage. The associations ought to divest from the enterprise at this moment.  Management ought to follow any pointless expenses. Figure: BCG Matrix 8

4. High Growth but Low Market Share  The products that are freshly conferred fall during this class and have the potentiality to maximize development.  The merchandise has conjointly the danger of being a dog product if it doesn't flip in any revenue. 2. Strategic Position & Action Evaluation Matrix (SPACE) Autoglass will use the SPACE matrix to analyze the market demand, organization position and needs to work and create ways to expand the market. SPACE matrix has four totally different quadrants that ensure the organizations position and also the route of actions (Kotler, P., 2000). Autoglass is in a sturdy position within the market. So, they will use the aggressive ways to capture the market and it'll conjointly facilitate in determinative the SWOT of the organizations. 3. Profit Impact of Market Strategy (PIMS) PIMS could be a quite helpful to extract information from the database and support the policies that are took on to realize competitive advantages. Autoglass would possibly sustain people service information in alignment to research their values and designing method in order that they will keep pathway of their accomplishment and implementation of the methods. 9

Task 2 2.1 PRODUCE AN ORGANIZATIONAL AUDIT FOR AUTOGLASS SWOT Analysis Figure: SWOT Analysis Strengths  The safety features in the product are high .  Windshields provide visual clarity. Weaknesses  Autoglass promotes less of their brand.  Lack of advertisement is present. Opportunities  Windshield replacing or repairing is present in emerging economy Windshield replacing or repairing is present in emerging economy.  Autoglass has potentiality to increase the growth rate in a limited time period. 10

Threats  Operation in unnecessary locations is loss of capital.  Government policies shape the business environment. 2.2 CARRY OUT AN ENVIRONMENTAL AUDIT FOR AUTOGLASS USING AT LEAST TWO APPROACHES Organizations will maximize opportunities and minimize threats by conducting PESTLE analysis (Grant M. R., 2010).PESTLE analysis is conducted to work out the operation strategy within the business and to be told the attractiveness of the industry of operation. So as to operate in associated industry there are many factors that must be considered. PESTLE analysis Political  Political climate is important in determining the attractiveness of the business.  Government stability is important to make the future decisions. Economical  Purchasing capacity affects the industry.  The need for replacing windshield. Socio-cultural  Lifestyle and preferences shapes an industry. Technological  Technology relating the designs.  Technology of windshield manufacture. Legal  Law regarding safety measures.  Employment and consumer law is extremely emphasized. 11

Environmental  Some things are beyond control of the organizations such as weather, climate and climate change. Porter’s five forces analysis helps the management to determine and understand the overall context of the industry (Kotler, P., 2000). Porter’s five forces are: 1. The threat of new entrants  Access to Distribution Channel:Efficient distribution channel helps to create demand and market need. 2. The bargaining power of customers  Threat of Backward Integration: Organizations face the risk of backward integration with the suppliers. 3. The threat of substitute products  Prices: Prices play an important role in any industry. Buyers may shift from one product to another just because of price sensitivity. 4. The amount of bargaining power suppliers have  Threat of forward Integration: Organizations face the risk of forward integration with the suppliers. 5. The intensity of the competitive rivalry  Diversity of Rivals: The rivals challenge and cross each other’s path. 12

2.3 EXPLAIN THE SIGNIFICANCE OF STAKEHOLDERS’ ANALYSIS IN RELATION TO AUTOGLASS The stakeholders’ grid: High Influence Low Interest (Latent’s) High Influence High Interest (Promoters) Low Influence Low Interest (Apathetic) Low Influence High Interest (Defenders) Figure: Stakeholders’ Grid 1. Promoters: It refers to the stakeholders who influence the strategies and also has high interest. 2. Latent’s: It refers to the stakeholders who influence strategies but has low interest. 3. Apathetic: It refers to the Stakeholders who has low interest and seldom influences the strategies. 4. Defenders: It refers to the stakeholders who have low influence in the strategy making but high interest. The stakeholders are kept in four classifications so that each stakeholder has their specific privileges and duties in consider of the making the schemes for the association which will be implemented for the betterment of the organization. Autoglass has mapped the stakeholders within the company in order that the stakeholders will gift their duty in contemplate of the organization’s profit. 13

Task 3 3.1 ANALYZE POSSIBLE ALTERNATIVES STRATEGIES RELATING TO SUBSTANTIVE GROWTH, LIMITED GROWTH AND RETRENCHMENT Market Strategy Organic Growth: When an enterprise association accomplishes development over its own enterprise that is as identical and it's known as organic development. It clears any development that's profited by stepping into the other enterprise or merger or acquisition. Merger: Merger is that the method by two businesses gets united and turns into one entity through lawful consolidation. The start of Autoglass was built through merger. Acquisition: This is the tactic where one particular company buys another whole business and sets up itself because the proprietor. During this method 100% or near 100% ownership needs to be bought. Strategic Alliance: This is the tactic wherever 2 or more firms agree upon variety of common objectives and share every other’s assets to fulfill those objectives. Licensing: It is the strategy through that a mother company (licensor) permits another business (licensee) to use its trademark and sell the product or services on the cornerstone of affirmations on many periods. It includes authorizing fee that needs to be paid to the licensor. Franchising: It is the strategy, through that a business profits from the proper to use another company’s trademark, enterprise type, procedures wherever the franchisor provides the proper to the franchisee. For getting market share abroad, Autoglass may use this approach by distribution franchises in distinct locations. Substantive Growth Horizontal Integration: In level integration a business varieties or acquires output facility of associated or complementary merchandise (Melody, Y. & Kevin, H., 2000). Sometimes it's 14

going to additionally happen that a corporation purchases one among its competitors and pattern integration. Vertical Integration: In integration a corporation connections with the companies or partners of the offer string of links and in several cases all the partners of the string of links keep underneath one owner (Melody, Y. & Kevin, H., 2000). Autoglass would possibly enlist into integration by linking with the suppliers and distributors. Related Diversification: When a business elaborates its business with some diversification within the living line of merchandise (Arazy, O, & Gellatly, I., 2012). The new productions square measure alike to the prevailing product. Unrelated Diversification: It is the tactic once a business enlists into diversification by introducing new product and services that doesn’t trust the living product (Arazy, O, & Gellatly, I., 2012). It will be unrelated diversification if Autoglass begins mercantilism home window crystal or beauty mirrors. Limited Growth Market Penetration: It means that penetrating the comparable market by giving comparable value against the worth of the competitors. This approach is employed to instantly attack the competitors. It’s typically used to achieve sales growth. Market Development: It suggests that targeting new people phases and appealing the nonbuying customers of that segment. It assists to extend the market share by adding new piece of shoppers. Product Development: It means that evolving new merchandise that is not present and so attracting customers to get a lot of diversity of merchandise or services. Innovation: It suggests that seeking out an alone new would like of the shoppers within the market and innovating replacement merchandise or service to rendezvous that require. 15

Disinvestment: Retrenchment: A theme utilized by corporations to scale back the variety or the final size of the procedures of the business. This strategy usually utilized so as to slash prices with the aim of changing into an additional economic steady business. Turn around: Turnaround may be a technique dedicated to company renewal. It exploits analysis and progressing. Turnaround administration involves administration rethink, activity based mostly cost accounting, origin of malfunction, and SWOT investigation to work out why the business is falling short. So as to form a comeback within the commerce associations got to verify the foundation of the difficulties and supported those difficulties they have to form up new methods and principles to beat those issues. Liquidation: When a firm is terminated or bankrupted, its assets are listed and also the advances pay creditors. Any leftovers square measure circulated to shareholders. Liquidating a firm is that the last stage of the firm’s survival. If no alternate schemes befit the organizations then it must deal its assets then ante up the shareholders and stakeholders. Divestment: The method of withdrawal of investment. Moreover referred to as divestiture. Divestment is that the converse of investment. It the tactic of dragging out the assets operational and sells those to rendezvous the gap within the monetary issues and so as to liquidate the association divestment is important for any association. Porter’s Generic Strategy Michael Porter explained the overall ways for a company to work within the industry. Corporations use these ways to achieve competitive benefits. And they are: 1. Overall Cost Leadership 2. Differentiation 3. Focal Point 16

Overall Cost Leadership From the case it might be deduced that Autoglass is following the cost leadership in the industry and that they are providing their services within the lowest cost possible. It is useful to draw in a lot of customers and enter within the new market (Kotler, P., 2000). Differentiation Differentiation is important to collect the additional profits and grabbing additional customers (Kotler, P., 2000).Cost leadership alone cannot facilitate a company to relish in the market. The Autoglass offers 24/7 client. Focal Point Autoglass has become the most effective windscreen repairing or substitution service provider.To accelerate business in the industry organizations must specialize in a particular objective (Kotler, P., 2000). Autoglass is specializing in serving the consumers and delight them for his or her cash value. 3.2 SELECT AN APPROPRIATE FUTURE STRATEGY FOR AUTOGLASS In alignment to elaborate the market phase Autoglass Company wants new schemes and new product which may be useful for them to flourish the market. Therefore considering future theme they'll investigate their market would like and arrive up with some development of the new merchandise to diversify their services and arrest a replacement market phase. Autoglass ought to be following the vertical growth theme to grow their business. They’ll proceed with coalition with automakers to arrest the new market phase. Autoglass is in an exceedingly sturdy place and that they can be able to keep company with the coalition with new organizations. As a result of this theme is appropriate for the organizations growth and their centre capabilities consider the theme. Coalition with connected associations can alter Autoglass to place additional aim on the customer’s preference and may evolve new product category to satisfy the wishes of the shoppers. 17

Only starting new merchandise line and increasing the market won't alone facilitate the Autoglass business to expand within the market. Autoglass ought to definitely rethink the response of the shoppers in order that they may perceive what the shoppers square measure longing for and to what level of approval customer’s need. Autoglass administration must characterize the functions and responsibilities to the staff in order that they'll offer the biggest grade of approval to the shoppers. The Autoglass is at the moment have a ninety two satisfaction rate amidst the shoppers. However with growth of the enterprise the approval rate may fluctuate and Autoglass have to be compelled to construct a timescale for the new goals and elongation of the new services. Considering the place within the commerce, Autoglass will offer a five quarters style that may be adequate for Autoglass to contend up with the affray and sustain coalition with the automakers to elaborate the enterprise. Autoglass will commonplace next five quarters to conform to schemes they need taken and fulfill the firm pledge to the shoppers. 18

Task 4 4.1 COMPARE THE ROLES AND RESPONSIBILITIES FOR STRATEGY IMPLEMENTATION OF AUTOGLASS Implementing the policies within the association is implausibly necessary and it carries a precise implication for the organization’s welfare. With the implementation of the policies it indicates to the policies to take advantage of profit for the organization (Brad, H.& B. Christine, G., 2012). Considering the techniques, policies need to be well developed and ensures to establish those principles which are appropriate or not. If the principles fail to acknowledge significant score then it's turned down and thought of as unproductive one (Gundala, R, Jack, A, & Gomes, R., 2012).Autoglass have to be compelled to use in deepness filtering procedures of the principles to catch and retain the market share. CEO of a business is in characteristic for revolving the ideas into reality and conceiving the assessment among the enterprise (Westphal, J, Park, S, McDonald, M, & Hayward, M., 2012). To use economical and productive policies all the team within the association are united within the smallest phases of the beliefs and arrange of activity decision that leads to coherent behavior and moreover the diversification or modification of the strategies are possible (Bearden, W.O. and Teel, J.E. , 2012). Autoglass administration must compute the selling and sales ways to ensure the best market share and sales. The sales cluster ought to be evolved during a means which will continue with the affray within the market. Productive advertisements in relevant localities would possibly facilitate an allotment during this regard. The centre competencies ought to be clearly focused to attractiveness the shoppers. Managers need to inspire and influence the employees to execute the policies that need commencing with efficiency and effectively (Howard, J. and Sheth, J., 2013). Persuading the goal, accomplishment will finish in worker approval and coherence in job atmosphere. 19

4.2 EVALUATE RESOURCE REQUIREMENTS TO IMPLEMENT A NEW STRATEGY FOR AUTOGLASS In alignment to contemplate the assets of Autoglass, the organization ought to select correct elements and placethem within the actual division to provide the services. Autoglass has prioritized its human assets as a result it became the best service provider of windscreens (Autoglass Company). Autoglass in addition has fleet repairing units that require man power. So Autoglass spend lots in advising and developing the skillfulness of the workforce In thought of elements and time share Autoglass is that the pioneer within the business as an outcome of their remedy the foremost effective materials to affirm the durability and security of the customers and put together maintaining time in delivering the service. 4.3 DISCUSS TARGETS AND TIMESCALES FOR ACHIEVEMENT FOR AUTOGLASS TO MONITOR A GIVEN STRATEGY Evaluation of the benchmark outcomes: Quarter 1 The company ought to be citing with the methods and ascertain the feasibleness of the methods whether or not the methods would replicate within the expected outcome. They’ll take the feedback of the purchasers and ascertain what else they're probing for within the windshield repairing service. There ought to be weekly and monthly observance by the road managers of the divisions. Quarter 2 During the amount Autoglass ought to review the customer’s feedback and implement the required arrange to expand the business. The road managers ought to be accountable for collection the feedbacks and acting towards it. Quarter 3 This is the quarter of gathering data and takes research note on the applied strategies. The management should find out the gap between the anticipated conclusion and genuine conclusion. The GAP might happen because of need of coordination or inefficiency of the workers and line managers. Quarter 4 Administration should coordinate a teaching program to load up in the gap. So that the workers can accomplish the association goal in desired manner. Quarter 5 In this quarter the organization would possibly accomplish the required results supported the strategy creating and therefore the implementation methodology. 20

If the management fails to attain the objectives through the ways, then they need to initiate actions supported info like coaching the workers or providing support to them. Table: Evaluation of the outcomes CONCLUSION Autoglass has created the screen replacement less complicated for the purchasers and activity services to the purchasers to their full satisfaction. The Autoglass business has the promise to nurture and become one in every of the simplest screen replacement organizations within the world. 21

References AUTOGLASS Company SWOT Analysis http://www.mbaskool.com/brandguide/ 2013. [ONLINE] AUTOGLASS/5319- Available AUTOGLASS at: - company.html. [Accessed 11 December, 2013]. Autoglass Company. [ONLINE] Available at: http://www.autoglass.co.uk/Glass-repair-andreplacement.186.0.html. [Accessed 06 December, 2013]. Bearden, W.O. and Teel, J.E. , 2012, 'Linda Putnam’s Contributions Toward a Research Home for Organizational Communication Studies in Management Communication Quarterly', Management Communication Quarterly, vol. 26, no. 3, pp. 482-4. Brad, H, & B. Christine, G 2012, ‘Participation as a function of program', Communication Management Review, vol. 15, no. pp. 485-499. Cronin, J. and Taylor, S., 2012, Communication Management and Its Implication', International Journal Of Business, Marketing, & Decision Science, vol. 5, no. 2, pp. 35-50. Grant M. R., (2010) – Contemporary Strategy Analysis, Amazon.co, Wiley Higher Ed; 7th edition. Howard, J. and Sheth, J., 2013, 'Communication for the Long Term: Information Allocation and Collective Reflexivity as Dynamic Capabilities', Journal Of Business Communication, vol. 50, no. 2, pp. 208-220. Kotler, P., 2000. Marketing Management. 5thed. New Delhi: Prentice hall of India. Kupritz, V.& Cowell, E., 2011, 'Productive Management Communication', Journal Of Business Communication, vol. 48, no. 1, pp. 54-82. Westphal, J., Park, S., McDonald, M.,& Hayward, M., 2012, 'Actions of CEOs: Social Exchange and Impression Management Support among CEOs in Communications with Journalists', Administrative Science Quarterly, vol. 57, no. 2, pp. 217-268. 22

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