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This study aims to address two objectives: to analyse how the benefits of quality management (QM) are perceived on specific productivity indicators of the Colombian dairy industry and to analyse the degree of QM implementation.

The methodology used was a multiple case study and involved four companies in the Colombian dairy industry. The study variables were 32 QM practices and 7 productivity indicators. Data collection instruments were in-depth interviews and checklists.

Findings revealed that all productivity indicators exhibit changes after QM implementation. In addition, cases approaching ISO 9001 have the highest number of practices implemented, as well as evidence of control of all productivity indicators, which allows them to perceive greater benefits.

This research generates novel findings that contribute to the consolidation of theory by analysing changes in specific productivity indicators of the dairy industry after the QM implementation. At the same time, it provides valuable and useful information for managers, practitioners and policymakers.

This research proposes and illustrates a conditional view of lean supply chain management (LSCM) based upon the contextual contingent alignment between lean performance objectives (i.e. a contextual factor) and supply chain management challenges (i.e. a contingent condition) in the selection of lean approaches (i.e. a contingent event).

Drawing on the notions of contingency-based practices and strategic fit, the authors’ LSCM reconceptualization jointly considers contextual and contingency factors in specifying what lean approaches to adopt. The authors illustrate the practical relevance of LSCM reconceptualization for the Canadian agri-food industry using the Delphi method.

The authors highlight that LSCM is founded upon alignment associations between specific lean performance objectives and supply chain challenges as well as their influence on the selection of suitable lean approaches. The empirical illustration shows that those alignment associations do not occur at random, which supports the conditional view of LSCM.

The contextual contingent view of LSCM can inform future scholarly inquiry and can reframe practically relevant middle-range theorization on LSCM.

The Delphi method-derived descriptive model of LSCM provides guidance to managers in the Canadian agri-food sector in identifying suitable lean approaches to adopt given the specific performance objective(s) pursued and supply chain management challenge(s) encountered.

The authors advance scholarly theorization and managerial understanding of LSCM by providing a conditional conceptualization that jointly considers relevant contextual and contingency factors that hitherto have not been examined. In ascribing what lean approach(es) to adopt to the alignment associations influence between lean performance objective(s) pursued and supply chain management challenge(s) encountered, the authors provide compelling conceptual and empirical support for the joint conditional view of LSCM.

Customer experience is increasingly recognized as a source of competitive advantage. Customer experience refers to customers' responses and reactions to cues within touchpoints along customer journeys. Nowadays, customers often interact with online touchpoints – such as social media, websites, or e-commerce – in their customer journeys. Given that customer experience is multidimensional, this chapter addresses the following question: How can sensorial experiences be triggered in online touchpoints? Based on a review of the literature on customer experience and sensory marketing, four challenges in triggering sensorial experiences in online touchpoints are identified: (1) limited sensorial cues, (2) lack of thematic congruence between online and offline touchpoints, (3) sensory overload, and (4) lesser control over sensorial cues. Then, two routes through which organizations can trigger sensorial experiences in online touchpoints are proposed: (1) directly influencing sensations through sensory-enabling technologies, and (2) indirectly influencing sensorial perceptions through the use of sensory and nonsensory cues. The chapter closes with a presentation of a model that describes the process of triggering sensorial experiences in online touchpoints as well as a checklist of relevant questions for practitioners who wish to do so.

This research aims to conceptualize and validate the mall service design as a multidimensional construct and then test a conceptual framework by investigating the impact of mall service design on customer mall experience and its subsequent outcomes, that is, intention to revisit and desire to stay in mega shopping malls.

The survey data of 455 shopping visitors in Pakistan were collected using a mall intercept technique and tested through structural equation modeling in AMOS.

The study reveals that service design significantly impacts customer experience and subsequent outcomes. Customer mall experience mediates the relationships between mall service design and the intention to revisit and desire to stay at malls.

Data from a collectivist culture country (Pakistan) were collected. To explore the impact of service design on customer mall experience, researchers should conduct similar studies in individualistic societies like Europe and North America. Additionally, the authors recommend assessing the effect of each dimension of service design on customer experience separately.

The research provides policy guidelines for the owners and operators of mega shopping malls in developing experience-oriented retailing strategies based on service design.

The research conceptualizes and validates the mall service design as a multidimensional construct using the service theater model and empirically tests its relationship with the customer mall experience.

Customer firms and suppliers are valuable knowledge resources that can be used for achieving superior new service development (NSD) performance. This study aims to investigate how supply chain relationship quality (SCRQ) and knowledge sharing promote the success of NSD, and examines service modularity as an important contingency factor that enhances NSD performance in supply chains.

Based on service-dominant logic, this study builds a conceptual model to empirically explore the impacts of SCRQ and knowledge sharing on NSD performance, and highlights the moderating effect of service modularity by means of survey methodology of 295 Chinese service firms to test the research hypotheses.

Regression analysis results show that SCRQ has significant positive effects on knowledge sharing and NSD performance; knowledge sharing plays a partial intermediary role between SCRQ and NSD performance; and service modularity partially moderates the relationships between SCRQ, knowledge sharing and NSD performance.

Generalizations here are limited to Chinese service firms. Service modularity in manufacturing firms experimenting with servitization has yet to be examined and provides a good avenue for future research.

This study contributes to service management literature by providing empirical understanding of how service modularity affects NSD performance in multiprovider contexts. Furthermore, this study offers novel insights on the impacts of inter-firm relationship quality and knowledge sharing in modular collaborative innovation.

Emerging technologies and the concept of Industry 4.0 are on the rise. Thus, available solutions for SCM get more complex and dynamic. Technology adoption is crucial for organizations competitiveness, but resources are limited. Therefore, this paper aims to gain insights into the successful management of technology pre-adoption in SCM.

In-depth polar case studies of technology pre-adoption initiatives in various industries were collected using an interview-based approach. Subsequently, the paper deploys transcript coding on the data to analyze information within and across the cases. Lastly, utilizing contingency theory, supply chain-specific influencing factors and corresponding management practices were identified.

The research reveals eight contingency dimensions and corresponding variables that influence the design of successful technology pre-adoption in SCM (e.g. complexity and criticality). Moreover, ten response variables were identified, referring to the pre-adoption process or organization. They systemize possible options when conducting technology pre-adoption initiatives.

The paper contributes to research by systemizing potential influencing factors and responses of technology pre-adoption through an explorative, empirical study. The paper is limited by its qualitative approach and the number of case studies conducted.

The results provide supply chain managers a guideline for analyzing potential influences on the technology pre-adoption process and propositions how to manage pre-adoption accordingly.

This research is among the first to provide in-depth insights into technology pre-adoption from an organization's perspective considering supply chain-specific contingencies. Also, it introduces a new perspective on technology selection as a management process.

The purpose of this study is to examine the alignment between the risk hedging strategy and supplier collaboration and its effect on manufacturing competitiveness.

Building on the resource-based view (RBV) and contingency theory (CT), this study is guided by a positivist philosophy and employs a survey strategy to investigate both the direct relationship between the risk hedging strategy and manufacturing competitiveness and the moderating role of supplier collaboration using data collected from 397 respondents of manufacturing firms. Partial least squares structural equation modeling (PLS-SEM) technique is used to analyze collected data and to present the research findings.

Consistent with the RBV and CT, study findings indicate that a significant positive relationship exists between the risk hedging strategy and manufacturing competitiveness and that this relationship becomes stronger when supplier collaboration is interactively aligned. Study findings provide important insights on the role of the risk hedging strategy in promoting manufacturing competitiveness. Furthermore, supplier collaboration as a moderator accounts for a significant proportion of the relationship between the risk hedging strategy and manufacturing competitiveness.

Internal resources provide an explanation of the competitive differences among firms employing the risk hedging strategy. However, the environment presents opportunities for firms to acquire additional resources to fulfil the unique collaborative requirements of the risk hedging strategy. This study has used the moderation perspective to explain the interaction between the risk hedging strategy and supplier collaboration and its effect on manufacturing competitiveness. Future studies could incorporate other alignment concepts such as mediation and systems approach and compare the results to improve the theory.

This study can be considered as its kind in the supply chain management literature and both practitioners and researchers can benefit from the experience of resource-based and contingency analysis research and the results of aligning the risk hedging strategy with supplier collaboration for higher levels of manufacturing competitiveness.

On the one hand, there is a long tradition of approaching management control and innovation as opposites that prompt organisational tensions. On the other hand, recent studies have shown that management control may foster innovation and promote innovative behaviour. At the same time, both these perspectives focus on innovation management, and discussions regarding the role of management control in innovation leadership are conspicuously absent from the literature. In this chapter, we analyse how innovation leaders use management control in two service companies. We demonstrate that, in contrast to innovation managers who employ management control systems primarily for planning, monitoring, and evaluation purposes, innovation leaders use management control for advocacy, engagement, and visibility.

The coordination among the various entities such as the military, government agencies, civilians, non-governmental agencies, and other commercial enterprises is one of the most challenging aspects of managing the humanitarian supply chain. Blockchain technology (BCT) can facilitate coordination, but the cost and other hindrances have limited their application in disaster relief operations. Despite some studies, the existing literature does not provide a nuanced understanding of the application of blockchain technology to improve information alignment and coordination. Motivated by some recent examples where blockchain technology has been used to trace and mobilize resources in the form of funds and materials from the origin to the destination, the authors develop a theoretical model grounded in the contingent resource-based view.

To empirically validate the model and test the research hypotheses, the authors gathered cross-sectional data using a structured pre-tested questionnaire. In this study, the authors gathered our responses from international non-governmental organizations from twenty-four countries. The authors performed the statistical analyses using variance-based structural equation modeling (PLS-SEM) with the help of commercial software (WarpPLS 7.0).

The findings of the study offer some useful implications for theory and practice. The results obtained through statistical analyses suggest that the BCT significantly affects information alignment and coordination. However, contrary to popular beliefs the study suggests that intergroup leadership has no significant moderating effect on the paths joining BCT and information alignment/coordination. Moreover, the authors found that the control variable (interdependence) significantly affects the information alignment and coordination further, which opens the room for further investigation.

The result of the study offers some useful guidance. Firstly, it suggests that humanitarian organizations should invest in BCT to improve information alignment and coordination which is one of the most complex tasks in front of humanitarian organizations. Secondly, intergroup leadership may not have desired influence on the effects of BCT on information alignment/coordination. However, the interdependence of the humanitarian organizations on each other may have a significant influence on the information alignment/coordination.

The study offers some useful implications for theory. For instance, how BCT influences information alignment and coordination was not well understood in the context of humanitarian settings. Hence, this study offers a nuanced understanding of technology-enabled coordination in humanitarian settings.

This study aims to explain the effects of different types of innovations on organizational performance in terms of firms’ external effectiveness and internal efficiency. The study examines the interrelationship of technical and nontechnical innovations in complex services and the mediating effect of customer participation on the relationship between innovation type and organizational performance.

The study draws on a neo-Schumpeterian model for innovation to examine the complex service setting of healthcare provision. Data from Statistics Sweden, containing 38 hospitals and 242 primary care units in Sweden, provided the study's results.

The findings show the importance of combining different types of innovations in complex services, demonstrating a mediating effect of nontechnical innovation on both the relationship between technical innovations and external effectiveness and internal efficiency. Moreover, the results show that customer participation has a positive mediating effect for technical innovation and nontechnical innovation on external effectiveness. However, there is no such significant effect on internal efficiency.

The findings are based on self-assessment data, which has inherent limitations. The innovation data used were cross-sectional, which may lack reliability (although self-assessed data counter this risk to some extent).

Managers should pursue both technical and nontechnical innovations for gains in external effectiveness and internal efficiency. However, complex services call for technical innovations to be accompanied by nontechnical innovations to support positive effects. The results cause a dilemma for managing customer participation in complex services. As the results show customer participation resulting in external effectiveness, they also fail to establish an effect on internal efficiency.

The primary contribution is to add to the knowledge of different types of innovation in complex services by demonstrating their interdependent effects on both external effectiveness and internal efficiency. Furthermore, the study tests and advances the mediating effect of customer participation in complex services on organizational performance.