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Article
Publication date: 14 May 2020

Christopher A. Nelson, Michael F. Walsh and Annie Peng Cui

The purpose of this paper is to identify the impact of analytical customer relationship management (CRM) on salesperson information use behavior.

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Abstract

Purpose

The purpose of this paper is to identify the impact of analytical customer relationship management (CRM) on salesperson information use behavior.

Design/methodology/approach

To achieve the aim of this paper, a vignette experiment was undertaken. The data used for the final analysis included 125 professional salespeople across multiple industries.

Findings

This paper focuses on the personal use of competitive intelligence. The authors find that to maximize the effectiveness of using competitive intelligence, the salesperson must become adept at both choosing the correct pa`rtners to trust and properly valuing information. Properly valuing information can be accomplished through the use of analytical CRM.

Practical implications

The managerial implications of this paper are straightforward yet important. CRM providers have improved the tools available to salespeople (e.g., heat maps) and have partnered with other large scale providers of customer and market information (e.g., global marketing research firms) to provide a analytical tool that is user friendly to salespeople. Yet, many firms still use simplified CRM platforms, which do little more for the salesperson than offer an opportunity to document notes. Sales firms should move toward this analytical CRM system because it improves the salesperson’s ability to value information and increases the salesperson’s ability to use intelligence to link products to buyer needs.

Originality/value

This paper contributes to theory through confirming the importance of analytical CRM on salesperson’s information use behavior by using a motivation, opportunity and ability framework. Additionally, a methodological contribution was made through the development of an information value scale.

Details

Journal of Business & Industrial Marketing, vol. 35 no. 12
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 10 December 2019

Kaisa Henttonen, Pia Hurmelinna-Laukkanen and Kirsimarja Blomqvist

Trust and control through contracting have been juxtaposed in many studies addressing interorganizational collaboration and knowledge exchange. In this study, the authors move…

Abstract

Purpose

Trust and control through contracting have been juxtaposed in many studies addressing interorganizational collaboration and knowledge exchange. In this study, the authors move from the opposite ends of a continuum between trust as an attitude and control exercised through formal contracts toward the center of the continuum where trust and contracting start to show similar features. The authors ask how trust in its analytical form and control gained through establishing informal protection for knowledge assets affect the innovation and market performance of firms engaged in research and development (R&D) alliances.

Design/methodology/approach

The authors examine the existing literature and conduct a quantitative empirical study to answer the research question.

Findings

The authors find, first, that controlling an organization’s own knowledge assets in R&D alliances with informal means of protection can be more effective than a strategy of controlling the alliance through formal contracts. Second, the authors find that an analytical audit of partner trustworthiness, and especially partner capabilities and goodwill can be more effective than trust as an attitude.

Research limitations/implications

The findings support softening the sharp distinction between trust and control and provide evidence on the relevance of highlighting the firm point of view in knowledge management in R&D alliance governance.

Originality/value

The study adds to the existing understanding of trust and control in R&D alliance governance. Specifically, the authors turn the focus from interorganizational governance to intra-organizational knowledge management measures, and particularly toward how a focal actor can take an analytical approach to evaluate partner trustworthiness and use informal control in protecting its own knowledge assets. Consequently, this study also provides a plausible explanation for the contradictory findings in studies that examine the relationship between trust and control. The study indicates that depending on the specific nature of trust and control, they can be either a complement or a supplement factors: the extreme forms of trust and control are notably different from those forms that share similar features.

Details

VINE Journal of Information and Knowledge Management Systems, vol. 50 no. 2
Type: Research Article
ISSN: 2059-5891

Keywords

Article
Publication date: 3 April 2017

Ayman Bahjat Abdallah, Mais Issam Abdullah and Firas Izzat Mahmoud Saleh

The purpose of this paper is to investigate the effect of trust with suppliers on hospital-supplier integration (SI) and hospital supply chain (SC) performance. Additionally, the…

4543

Abstract

Purpose

The purpose of this paper is to investigate the effect of trust with suppliers on hospital-supplier integration (SI) and hospital supply chain (SC) performance. Additionally, the mediating effect of SI on trust-hospital SC performance is investigated.

Design/methodology/approach

A research model and hypotheses were developed based on literature review. The study is based on survey data collected from 152 respondents in 55 private hospitals in Jordan. The proposed hypotheses were tested using structural equation modeling.

Findings

The paper finds that trust with suppliers has a positive impact on hospital-SI and hospital SC performance. Hospital-SI partially mediates the relationship between trust and hospital SC performance.

Practical implications

The findings of this research provide useful insights into the role of trust in boosting SC performance in the healthcare sector. High levels of SI not only improve hospital SC performance but also enhance the transformation of trust benefits into SC performance.

Originality/value

This research is one of the limited studies that investigated the effect of trust on hospital-SI and hospital SC performance in the healthcare sector. To the best of the authors’ knowledge, this is the first study to investigate those relationships in the Middle East in general and in Jordan in particular.

Details

Benchmarking: An International Journal, vol. 24 no. 3
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 7 April 2020

Tao Scofield Su, Chunhua Chen, Xiaoyu Cui, Chunsheng Yang and Weimo Ma

This paper aims to answer following three important but not well-answered or unanswered questions in the extant trust literatures: What is the true magnitude that trust impacts on…

Abstract

Purpose

This paper aims to answer following three important but not well-answered or unanswered questions in the extant trust literatures: What is the true magnitude that trust impacts on performance? Is there any consistency among the effects of trust on performance at different levels? How does vertical distance affect the trust-performance relationship?

Design/methodology/approach

It captures the law between trust and performance at different levels by conducting a meta-analytic examination consisting of 238 independent empirical studies, 586 effect sizes and 110,576 independent samples.

Findings

It makes a periodic conclusion that trust significantly promotes performance. Specifically, trust not only has stronger positive correlation with team performance than individual and organizational performance inside organization, but also strongly facilitates organizational performance between organizations. Moreover, consistency exits in the effects of trust on performance at different levels. On one hand, trust has stronger positive correlation with performance of contextual type than performance of innovative type than performance of task type at different levels. On the other hand, promotion effect of trust on performance strengthens when the vertical distance between trustors and trustees diminishes. Additionally, three potential moderators including publication status, measurement tool and common method variance moderate the focused relation, but moderating effect is not thorough for regional culture. Moderating directions of the above four potential moderators are highly consistent.

Originality/value

This paper answers the three important but not well-answered or unanswered questions.

Details

Nankai Business Review International, vol. 11 no. 4
Type: Research Article
ISSN: 2040-8749

Keywords

Article
Publication date: 22 January 2018

Karen Williams Middleton and Pamela Nowell

Effective internal dynamics of new venture teams is seen as a key contributor to venture success. The purpose of this paper is to investigate the ways in which new venture teams…

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Abstract

Purpose

Effective internal dynamics of new venture teams is seen as a key contributor to venture success. The purpose of this paper is to investigate the ways in which new venture teams consisting of nascent entrepreneurs initiate trust and control during venture emergence.

Design/methodology/approach

Dimensions of trust and control are developed into an analytical framework applied to documented team norms. Coding detects frequency of trust and control dimensions. Supplementary data triangulate findings and explore follow-on effects in team dynamics and venture emergence.

Findings

Frequency of coded dimensions generates a venture team profile. Teams prime their dynamics through use of trust and/or control language in documented norms. Priming is seen to influence entrepreneurial perseverance during venture emergence, stemming either directly from team dynamics, or indirectly from key shareholder relationships or environmental conditions.

Research limitations/implications

Data are bounded to a specific contextual setting representing incubation and education, where the nascent entrepreneurs are simultaneously students. The complexity of venture emergence means that multiple factors influencing new venture teams may influence trust and control in ways currently unaccounted for.

Practical implications

Exploration of trust and control during venture emergence emphasizes soft-skills critical to entrepreneurial perseverance and venture success. Team norms can be designed to prime toward trust or control, and can be indicative of teams’ sensitivity to external factors, enabling evidence for intervention.

Originality/value

The paper illustrates ways in which trust and control influence team dynamics during venture emergence.

Details

International Journal of Entrepreneurial Behavior & Research, vol. 24 no. 4
Type: Research Article
ISSN: 1355-2554

Keywords

Book part
Publication date: 18 January 2022

Brian McBreen, John Silson and Denise Bedford

This chapter fills a significant gap in the intelligence literature and the knowledge sciences literature by aligning definitions and characterizations of knowledge capital as an…

Abstract

Chapter Summary

This chapter fills a significant gap in the intelligence literature and the knowledge sciences literature by aligning definitions and characterizations of knowledge capital as an essential intelligence source. The chapter also explains how knowledge capital might be leveraged in each of the four capabilities. The chapter presents a well-researched characterization of knowledge capital drawing from international scholars and practitioners’ work. The value of human capital, structural capital, and relational capital in intelligence work is explored.

Details

Organizational Intelligence and Knowledge Analytics
Type: Book
ISBN: 978-1-80262-177-8

Open Access
Article
Publication date: 22 September 2021

Helena Francke

Institutional and commercial web profiles that provide biobibliographic information about researchers are used for promotional purposes but also as information sources. In the…

1495

Abstract

Purpose

Institutional and commercial web profiles that provide biobibliographic information about researchers are used for promotional purposes but also as information sources. In the latter case, the profiles' (re)presentations of researchers may be used to assess whether a researcher can be trusted. The article introduces a conceptual framework of how trust in researchers may be formed based on how the researchers' experiences and achievements are mobilized on the profiles to tell a multifaceted story of the “self.”

Design/methodology/approach

The framework is an analytical product which draws on theories of trust as well as on previous research focused on academic web profiles and on researchers' perceptions of trust and credibility. Two dimensions of trust are identified as central to the theoretical construction of trust, namely competence and trustworthiness.

Findings

The framework outlines features of profile content and narrative that may influence the assessment of the profile and of the researcher's competence and trustworthiness. The assessment is understood as shaped by the frames of interpretation available to a particular audience.

Originality/value

The framework addresses the lack of a trust perspective in previous research about academic web profiles. It provides an analysis of how potential trust in the researcher may be formed on the profiles. An innovative contribution is the acknowledgement of both qualitative and quantitative indicators of trustworthiness and competence, including the richness of the story told about the “self.”

Article
Publication date: 5 October 2015

Anna Cregård and Nomie Eriksson

The purpose of this paper is to explore the dual role of physician-managers through an examination of perceptions of trust and distrust in physician-managers. The healthcare…

Abstract

Purpose

The purpose of this paper is to explore the dual role of physician-managers through an examination of perceptions of trust and distrust in physician-managers. The healthcare sector needs physicians to lead. Physicians in part-time managerial positions who continue their medical practice are called part-time physician-managers. This paper explores this dual role through an examination of perceptions of trust and distrust in physician-managers.

Design/methodology/approach

The study takes a qualitative research approach in which interviews and focus group discussions with physician-managers and nurse-managers provide the empirical data. An analytical model, with the three elements of ability, benevolence and integrity, was used in the analysis of trust and distrust in physician-managers.

Findings

The respondents (physician-managers and nurse-managers) perceived both an increase and a decrease in physicians’ trust in the physician-managers. Because elements of distrust were more numerous and more severe than elements of trust, the physician-managers received negative perceptions of their role.

Research limitations/implications

This paper’s findings are based on perceptions of perceptions. The physicians were not interviewed on their trust and distrust of physician-managers.

Practical implications

The healthcare sector must pay attention to the diverse expectations of the physician-manager role that is based on both managerial and medical logics. Hospital management should provide proper support to physician-managers in their dual role to ensure their willingness to continue to assume managerial responsibilities.

Originality/value

The paper takes an original approach in its research into the dual role of physician-managers who work under two conflicting logics: the medical logic and the managerial logic. The focus on perceived trust and distrust in physician-managers is a new perspective on this complicated role.

Details

Leadership in Health Services, vol. 28 no. 4
Type: Research Article
ISSN: 1751-1879

Keywords

Article
Publication date: 1 July 2014

Ann-Marie Nienaber, Marcel Hofeditz and Rosalind H. Searle

Trust in financial institutions has been eroded through the collapse of mortgage-related securities, with confidence further denuded through well publicized cases of rogue traders…

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Abstract

Purpose

Trust in financial institutions has been eroded through the collapse of mortgage-related securities, with confidence further denuded through well publicized cases of rogue traders and rate fixing cases, such as with the Lehman brothers, the Libor rate-fixing scandals, and the hypo real estate breakdown. In response to these events, governments have introduced a range of distinct policy initiatives designed to restore trust in this sector. Thus, the question arises: are these regulations and control mechanisms sufficient in isolation, or are there other elements that this sector needs to pay attention to in efforts to build and sustain customers’ trust? The paper aims to discuss these issues.

Design/methodology/approach

There is a compelling agenda for both financial organizations and academics to understand better organizational trust in this context especially the role and impact of regulatory mechanisms in its development and repair. The paper therefore examines the special facets of the financial services sector in comparison to other sectors, such as manufacturing, to consider whether trust is fundamentally different in this context than others, and thus address how far there are special challenges concerning trust and the banking industry. The paper analyses, by using a meta-analytical design, 93 studies (N=38,631), of which 20 empirically investigate organizational trust in the financial sector with a combined N of 11,224 respondents.

Findings

The paper shows that the banking sector is heavily affected by two distinct forces: first, customers’ perception of an organization's level of compliance and conformity with laws and regulations is a necessity for banks’ sociopolitical legitimization, and second it is also related to how non-compliance is dealt with. Importantly, this meta-analysis indicates that regulation is just one of a suite of devices that organizations need to deploy in their efforts to restore trust. The paper identified two further elements of significance: customers require direct evidence, derived either from their own or others’ satisfaction with the goods or services provided, and customers do take note of the external endorsement of the firm, especially in Asia, where customers place huge emphasis on the firm's reputation.

Research limitations/implications

First, meta-analysis is inherently reliant on the earlier studies and therefore retains their weaknesses. Some of the relationships included self-report variables collected at the same point in time and therefore may be inflated by common method bias. Second, due to the focus and because of the limited number of studies in this sector, and a paucity of attention on some key topics, such as perceptions of regulation, second-order sampling error may also be a limitation. Third, some relationships were not investigated frequently enough in studies to enable us to include them in the review, such as cooperation, opportunistic behaviour or quality. Finally, despite calls for trust scholars to include propensity to trust measures within their studies, many of these studies do not include this measure and therefore it is more difficult to identify and control individual difference factors.

Practical implications

The results show the merit of multi-strand trust development strategies. There is a striking paucity of financial institutions, which have examined how far their trust deficit may be related to their internal culture, and whether recent corporate corruption could be the product of bonuses and the internal short-term individualized reward systems. The analysis reveals that although external regulations and controls are an effective and powerful devise for organizational trust, over the last two periods of significant crisis, their impact appears to be warning; Yet reassuring customers of their expectations of the other party's future behaviour is central to trust. Alternative remedies need to be considered, such as the establishment of a more effective regulator, or board of governors who oversee and assure compliance. Monitoring and surveillance offer a further external means of reducing the possibility of future misbehaviours. However, as the analysis indicates, other strands are required to build trust, including greater attention by firms on customers’ direct experiences, which in turn would enhance the third part endorsement of their competence and goodwill intentions of organizations.

Social implications

Significantly, the results indicate the potentially partial erosion of credence factors, and thus confidence, in this sector over the last 20 years, during what has been a period of repeated exposure to trust breaches. The paper shows that single strand solutions, such as improvements to customer communication, are no longer sufficient, nor, more importantly, do they have the same impact. Instead, the paper shows the necessity to utilize more effectively and target attention towards three distinct antecedents: external regulations and their enforcement; third party and expert endorsements, and therefore external reputations; and customer satisfaction in terms of the effective delivery of customer expectations.

Originality/value

Organizational trust has been shown as critical in positively affecting and repairing broken relationships through uncertainty reduction and confidence enhancement. In the past, different meta-analyses of trust have been undertaken, but this, to the authors knowledge, is the first meta-analytic study measuring trust on an organizational level in the context of the financial services sector and its regulatory environment. This meta-analysis indicates that regulation is just one of a suite of devices that organizations need to deploy in their efforts to restore trust. The paper identified two further elements: customers require direct evidence, and do take note of the external endorsement of the firm.

Details

International Journal of Bank Marketing, vol. 32 no. 5
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 1 August 2003

Larry L. Radcliffe and Marc J. Schniederjans

Establishing trust within groups or teams of scientists and technicians working on large‐scale projects is considered an essential critical success factor when working in a…

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Abstract

Establishing trust within groups or teams of scientists and technicians working on large‐scale projects is considered an essential critical success factor when working in a virtual environment. To build trust among team members for any project requires a selection decision on which trust factors will best achieve the goals of the project. This paper presents application results of using two analytic methodologies used to evaluate trust survey information from the Spallation Neutron Source (SNS), the USA’s largest science project. The two decision methodologies produced results that helped support SNS management’s judgment that uniquely selected trust categories should be emphasized to build trust on this project.

Details

Management Decision, vol. 41 no. 6
Type: Research Article
ISSN: 0025-1747

Keywords

1 – 10 of over 38000