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1 – 10 of over 157000
Article
Publication date: 20 December 2021

Lily (Xuehui) Gao, Iguácel Melero-Polo, Miguel Á. Ruz-Mendoza and Andreea Trifu

The purpose of this study is to examine how and to what extent customer-provider service touchpoints impact business customer perceptions and outcomes in the context of long-term…

1049

Abstract

Purpose

The purpose of this study is to examine how and to what extent customer-provider service touchpoints impact business customer perceptions and outcomes in the context of long-term business-to-business (B2B) service relationships. To this end, the authors will assess the chain of effect path for different service touchpoints between business customers and service providers – and the long-term impact both on customer perceptions and financial, behavioral and relational outcomes.

Design/methodology/approach

Enabled by a five-year panel data set, seemingly unrelated regression model methodology is applied to test the proposed conceptual framework. Data are obtained for a sample of 2,175 B2B insurance service companies between 2013 and 2017.

Findings

Study results shed light on the significance of the sales force in B2B settings, as one of several key service touchpoints – together with firm expertise, service reliability and excellence – driving robust relationships, profitability and cross-buying. Firm-initiated contacts and tangible touchpoints are proven to be ineffective – even damaging in some instances – in terms of driving business customer perceptions.

Originality/value

The paper delivers empirical evidence providing insight on how service touchpoints and business customer perceptions have a long-term impact on customer outcomes. This has yet to be addressed in B2B service settings – despite being of vital interest to marketers, as the longitudinal approach of the research aids service firms in gaining a better understanding of company-customer touchpoints and the extent to which different factors have a decisive, lasting impact on B2B customer outcomes.

Details

Journal of Business & Industrial Marketing, vol. 37 no. 11
Type: Research Article
ISSN: 0885-8624

Keywords

Open Access
Article
Publication date: 28 June 2021

Eduardo Ordonez-Ponce, Amelia Clarke and Adriane MacDonald

This study aims to understand how businesses can contribute to the achievement of the UN sustainable development goals (SDGs) by implementing Local Agenda 21 (or equivalent) plans…

9494

Abstract

Purpose

This study aims to understand how businesses can contribute to the achievement of the UN sustainable development goals (SDGs) by implementing Local Agenda 21 (or equivalent) plans in partnership with other organizations situated in their city. To this end, the present study examines drivers and outcomes from the perspective of business partners, as well as their relationships to the SDGs.

Design/methodology/approach

Through a mixed-methods approach this research studies 71 businesses from four large cross-sector partnerships formed to achieve local sustainability goals. Data were collected through a survey to determine why firms partner and what outcomes they obtain from partnering. Qualitative content analyses are used to determine the relationships between business drivers and outcomes from partnering for local sustainability and the SDGs.

Findings

From a resource-based view (RBV) perspective, findings show the value of local sustainability partnerships in relation to the SDGs. Many SDG targets are aligned with the top reasons why businesses join large community sustainability partnerships. Also, through the outcomes achieved by participating in the partnership businesses can further the SDGs.

Research limitations/implications

This research contributes to the literature and to practice through the understanding of businesses partnering for local sustainability, and its relationships to global sustainability. Firstly, the connections of business partners to local and global sustainability are better understood. Of note is the contribution made to the literature on sustainability-related drivers and outcomes expanding and refining RBV literature. Secondly, a positive connection has been established between businesses and the SDGs, proposing a virtuous model of relationship that summarizes the findings from this research. And thirdly, large cross-sector social partnerships are better understood.

Practical implications

Small- and medium-sized enterprises and large corporations with local offices can further both local and global sustainable development by engaging in local cross-sector sustainability partnerships.

Social implications

These research findings are crucial for those leading sustainability initiatives, so they can engage businesses actively in light of the important role they play in society improving their contributions and the chances for sustainability partnerships to achieve their goals.

Originality/value

This research contributes to the scale conversation by exploring community sustainability partnerships as a means to understand how business engagement in sustainability at the local level can contribute to the achievement of the SDGs and, ultimately, to global sustainability.

Details

Sustainability Accounting, Management and Policy Journal, vol. 12 no. 6
Type: Research Article
ISSN: 2040-8021

Keywords

Article
Publication date: 9 August 2008

Arno Kourula and Minna Halme

This paper aims to classify different corporate responsibility (CR) actions into three types – philanthropy, CR integration and CR innovation – and examines different forms of

6596

Abstract

Purpose

This paper aims to classify different corporate responsibility (CR) actions into three types – philanthropy, CR integration and CR innovation – and examines different forms of corporate engagement with nongovernmental organizations (NGOs) through this categorization. The focus is on the societal and business outcomes of engagement.

Design/methodology/approach

The study analyzes 20 business‐NGO collaborations of three case companies – Hindustan Unilever, Nokia and Stora Enso. Cases are chosen based on revelatory sampling and data are gathered through documentary research of corporate sustainability reports, project reports and websites. Data analysis focuses on engagement forms, business and societal outcomes of engagement and utilizes a categorization of CR.

Findings

Different CR types involve different forms of cooperation ranging from sponsorship to partnership. Furthermore, CR integration and CR innovation seem to have more potential for long‐term positive business outcomes than philanthropy. In terms of societal outcomes, CR innovation seems to have the highest potential in creating local income‐generating mechanisms and supporting local self‐sufficiency. A main suggestion of the study is that more in‐depth case studies of CR projects should be conducted to develop and improve indicators for business and societal outcomes.

Originality/value

First, the paper applies a new pragmatic categorization of CR types. Second, it studies empirically a topic that has received relatively little attention – business‐NGO collaboration. Third, it analyzes the business and societal outcomes of different types of business‐NGO engagement.

Details

Corporate Governance: The international journal of business in society, vol. 8 no. 4
Type: Research Article
ISSN: 1472-0701

Keywords

Article
Publication date: 10 May 2018

Yingxia Cao, Haya Ajjan, Paul Hong and Thuong Le

The purpose of this paper is to examine the drivers, practices, and outcomes of social media use in the management of organizational supply chain.

5661

Abstract

Purpose

The purpose of this paper is to examine the drivers, practices, and outcomes of social media use in the management of organizational supply chain.

Design/methodology/approach

Online questionnaire survey was used to collect data from 285 organizations representing different industries in China. The data then were analyzed with structure equation modeling using SmartPLS.

Findings

The results indicate that key antecedents such as external pressures, internal readiness, expected benefits, strategic goals, and perceived risks influence organizational social media use, which subsequently impact organizational performance outcomes in operation and marketing as well as the satisfaction level of both internal and external constituents, such as customers, employees, partners, and suppliers.

Research limitations/implications

The study obtained data about one organization from only one respondent and did not used random sampling.

Practical implications

This study provides insights on why and how companies should use social media for relationship building and business outcomes.

Originality/value

Drawing from the resources-based view, social networks, strategic choice theory, and technology organization and environment framework, a new social media utilization model for business outcome was established and testified using empirical data. This study is one of the first studies that adopts technology-organization-environment (TOE) framework of technology adoption theory to study organizational social media use. The findings in this study confirm the validity of the TOE framework for analyzing social media adoption and use in various organizations.

Details

Journal of Advances in Management Research, vol. 15 no. 2
Type: Research Article
ISSN: 0972-7981

Keywords

Article
Publication date: 2 April 2021

Andrew A. Bennett, Stephen E. Lanivich, M. Mahdi Moeini Gharagozloo and Yusuf Akbulut

The purpose of this paper is to investigate how stress appraisals (i.e. cognitive evaluations) influence entrepreneurial outcomes like expected financial well-being, life…

Abstract

Purpose

The purpose of this paper is to investigate how stress appraisals (i.e. cognitive evaluations) influence entrepreneurial outcomes like expected financial well-being, life satisfaction, business growth and exit intentions.

Design/methodology/approach

This study uses a mixed-methods approach to provide methodological triangulation by analyzing data from two independent samples (qualitative data from 100 entrepreneurs in Study 1; quantitative regression analysis of a sample of 142 entrepreneurs in Study 2).

Findings

Results from the qualitative exploration (Study 1) show that entrepreneurs appraised venture-related stressors differently as a challenge, threat or hindrance. The quantitative study (Study 2) found that challenge stress appraisals were positively related to expected financial well-being and expected life satisfaction, threat stress appraisals were negatively related to expected financial well-being and positively related to business exit intentions, and hindrance stress appraisals were positively related to expected business growth and negatively related to business exit intentions.

Originality/value

Most entrepreneurship research focuses on stressors rather than appraisals of the stressor. Drawing upon the transactional theory of stress that explains how stress appraisals are an important consideration for understanding the stress process, these two studies showed that stress appraisals differ for each entrepreneur (Study 1) and that stress appraisals explain more variance in many entrepreneurial outcomes than stressors (Study 2).

Details

International Journal of Entrepreneurial Behavior & Research, vol. 27 no. 4
Type: Research Article
ISSN: 1355-2554

Keywords

Article
Publication date: 21 December 2017

Mark R. Mallon, Stephen E. Lanivich and Ryan L. Klinger

Sustainable Family Business Theory states that human, social, and financial capital are important for new family venture growth, yet there may be multiple combinations that could…

Abstract

Purpose

Sustainable Family Business Theory states that human, social, and financial capital are important for new family venture growth, yet there may be multiple combinations that could be beneficial. The purpose of this paper is to examine whether all three types of resources are always needed for growth.

Design/methodology/approach

Fuzzy-set Qualitative Comparative Analysis, a configurational method, is used to investigate which combinations of human, social, and financial capital consistently lead to new family venture growth.

Findings

Multiple distinct combinations of resources – usually containing some form of human capital along with either social or financial capital – were sufficient for new family ventures to grow.

Research limitations/implications

The findings contribute to a more accurate Sustainable Family Business Theory in terms of the resource bundles needed to achieve growth. Not all three primary resources are needed at founding for the venture to grow. Results suggest a need for renewed focus on human capital in family venture research, as well as further investigations of the resource configurations uncovered here and their effects on family firm outcomes.

Practical implications

Given the costs associated with acquiring resources, the findings can inform family entrepreneurs and other stakeholders purposed with assisting new family ventures regarding optimal avenues of achieving growth.

Originality/value

This study advances theory by demonstrating which combinations of primary resources lead to new family venture growth. The findings shed light on how human, social, and financial capital may substitute for each other, as well as how the value of each depends on the presence or absence of the others.

Details

International Journal of Entrepreneurial Behavior & Research, vol. 24 no. 2
Type: Research Article
ISSN: 1355-2554

Keywords

Article
Publication date: 11 July 2016

Yang Yu and Revti Raman Sharma

– The purpose of this paper is to examine the impact of high-status local exchange partners on foreign firms.

Abstract

Purpose

The purpose of this paper is to examine the impact of high-status local exchange partners on foreign firms.

Design/methodology/approach

Bridging status research and international business literature, the study develops a framework that describes three prominent effects of high-status partners on foreign firms, and further links these effects to firms’ relationship outcomes. The proposed conceptual model is examined using partial least squares structural equations modeling on a sample of 96 foreign firms operating in China.

Findings

The study provides evidence that high-status local exchange partners tend to seek higher relationship-specific investment from foreign firms, and in the meantime, provide firms with greater opportunities for local learning and networking; subsequently, foreign firms are more likely to achieve satisfactory outcomes in the relationships.

Practical implications

These findings suggest that affiliation with high-status local actors can be a key approach to overcome the liability of foreignness in a host country. Firms therefore, should treat them carefully as an important category of exchange partner portfolios. These are particularly relevant to foreign firms competing in China, a society characterized by strong hierarchies.

Originality/value

The study serves as a preliminary attempt to introduce status concept to the field of international business. It promotes status as a key criterion for local partner selection, and offers the status research a contextual insight in the dilemma of choosing high- vs low-status partner candidates.

Details

Management Decision, vol. 54 no. 6
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 3 August 2015

Shin-Yuan Hung, Jacob Chia-An Tsai, Wen-Ting Lee and Patrick Y.K. Chau

Prior studies examine the relationship between knowledge management (KM) enablers and KM effectiveness. However, the critical role of business process outcome is neglected. The…

1363

Abstract

Purpose

Prior studies examine the relationship between knowledge management (KM) enablers and KM effectiveness. However, the critical role of business process outcome is neglected. The purpose of this paper is to understand the mediating effect of business process outcomes. Based on knowledge-based view (KBV), two KM enabler variables, KM infrastructure (KMI) and KM capabilities (KMC), and one KM effectiveness variable, market relationships, are included.

Design/methodology/approach

A survey was conducted. The sampling frame was obtained from the database of the Bureau of National Health Insurance and Financial Supervisory Commission in Taiwan. After unusable questionnaires excluded, the usable respondents were 256 which are from 63 hospitals and 93 financial firms. Structural equation modeling was used to analyze the relationships among KMI, KMC, business process outcome, and market relationships.

Findings

The findings indicated that both KMI and KMC have positive influences on market relationships through business process outcome. The authors also demonstrate how KMI and KMC improve market relationships through business process outcome to deliver the value of KM.

Originality/value

Based on KBV, KMI and KMC are as KM enablers to facilitate KM activities. In the light of professional service industries (i.e. hospitals and financial firms), the study highlights the mediating effect of business process outcomes between KM enablers and KM effectiveness. It furthers the understanding of how KM enablers can improve KM effectiveness.

Details

Information Technology & People, vol. 28 no. 3
Type: Research Article
ISSN: 0959-3845

Keywords

Open Access
Article
Publication date: 22 June 2020

Ilse Matser, Jelle Bouma and Erik Veldhuizen

Family farms, in which business and family life are intricately interwoven, offer an interesting context for better understanding the interdependence between the family and…

3125

Abstract

Purpose

Family farms, in which business and family life are intricately interwoven, offer an interesting context for better understanding the interdependence between the family and business system. Many family farms struggle to survive, and the succession process is a key period in which the low returns on investment become evident but also the emotional attachment of the family to the farm and the willingness to transfer the business to the next generation. We take the perspective of non-succeeding siblings since they are crucial for a successful succession but their role and position in this process is far from clear. This study will help to increase our knowledge of how fairness is perceived by non-successors and of the impact of perceived (in)justice on the family business system.

Design/methodology/approach

To analyze the effect on sibling relationships of an unequal outcome of the succession process, we choose the family farm context. We used interview data from multiple family members from several family farms in the Netherlands in different stages of succession. We utilized a framework based on justice theory to analyze perceptions of fairness among non-succeeding siblings. The central research question for this study is as follows: How do non-succeeding siblings perceive justice with regard to family firm succession?

Findings

The acceptance of the outcomes of the succession process by non-succeeding siblings is influenced by their perception of the fairness of the process itself and decisions made by the incumbent and successor with regard to these outcomes. It seems that stakeholders who occupy multiple roles with conflicting justice perspectives handle these contradictions with the help of an overarching goal—in this study, preserving the continuity of the family farm—and by prioritizing and adjusting the justice perspectives accordingly. The findings further show that both distributive justice and procedural justice are important and interact with each other.

Originality/value

Our study contributes to the literature by applying the theoretical framework of distributive and procedural justice to the context of family farm succession. This helps us to understand the position of non-succeeding siblings and their role and position in the succession process, which is important because sibling relationships have a significant impact on family harmony, with potential consequences for the business as well.

Details

Journal of Family Business Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2043-6238

Keywords

Article
Publication date: 10 February 2022

Julia A.M. Reif, Katharina G. Kugler, Mariella T. Stockkamp, Selina S. Richter, Valerie M. Benning, Lina A. Muschaweck and Felix C. Brodbeck

Traditional approaches to business processes and their management consider the “people dimension” as an antecedent of process performance. The authors complemented this approach…

Abstract

Purpose

Traditional approaches to business processes and their management consider the “people dimension” as an antecedent of process performance. The authors complemented this approach by considering employees as process perceivers and thus taking an employee-centered perspective on business processes. The authors investigated dimensions of healthy business processes, that is, processes which, while promoting performance, foster employee well-being.

Design/methodology/approach

Based on a qualitative dataset and two quantitative studies, the authors developed and validated a scale for healthy business processes, interpreted it from a salutogenic perspective and tested relationships with people and performance outcomes.

Findings

The scale comprises four factors reflecting the three dimensions of the salutogenic concept “sense of coherence”: manageability was represented by the factors process tools and process flexibility; comprehensibility was represented by the factor process description; and meaningfulness was represented by the factor management support. The scale and its subscales were significantly related to people and performance outcomes.

Originality/value

The authors propose that health-oriented business process management and performance-oriented business process management are two components of an integrated business process management that favors neither a functionalist, efficiency-oriented approach nor an employee-oriented approach, but takes both approaches and their interaction equally into account in the sense of person-process fit.

Details

Business Process Management Journal, vol. 28 no. 2
Type: Research Article
ISSN: 1463-7154

Keywords

1 – 10 of over 157000