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The paper seeks to show the contextualisation of call centres as a work‐specific ethnographically and culturally based community, which, in turn, influences pedagogical practices through the encoding and decoding of cultural texts in relation to two logics: cost‐efficiency and customer‐orientation.

The paper includes a qualitative, interpretive research‐based case study involving three Australian incoming customer service call centres and seven call centre managers.

The paper finds cultural texts with high management structure and control and low workplace socialisation and semiotic literacy favour constructions of meaning which prioritise qualitative (customer‐orientated logic) performance by a customer service representative (CSR) at early cultural junctures. This position subsequently transitions to favour the prioritisation of quantitative (cost‐efficient logic) performance as the CSR progresses. The shift occurs through a process of relayered knowledge constructs wherein a corresponding reduction in management control and structure of the texts is counter‐balanced by an increase in workplace socialisation and semiotic literacy.

The paper includes enriched understandings of call centre contextuality and shows that fresh perspectives on contextually influenced pedagogical practices have the potential to direct and harness more informed approaches to call centre teaching and learning, particularly in relation to the logics of cost‐efficiency and customer‐orientation.

A thought‐provoking paper for call centre managers and human resource learning and development professionals which foregrounds the concepts of work‐specific ethnographic community, cultural texts, encoding and decoding, socialisation and semiotic literacy as influential workplace teaching and learning conduits.

The aim of the paper is to test the Heterogeneity Construct as a second‐order construct determined by dimensions expressing the resource utilization process carried out by firms, and to test the different impacts of Heterogeneity sub‐dimensions on firm's performance.

After collecting data on the machine tools industry, two models are tested by Lisrel. The first model is a second order confirmatory model. The second one is a structural model testing the causal relations between Heterogeneity components and Performance.

It is found that Heterogeneity is a second order construct, whose dimensions differently contribute to firm performance: two of them positively and a third dimension negatively.

Limitations of the study refer to single industry used, limited sample size, and single respondents. Even if the sample size is low, it allows to run the model and to estimates results. The single respondent bias is mitigated by interviewing managers involved in the resource utilization process. Future research could improve our comprehension of the heterogeneity construct by testing the model in other industries.

By discovering the different effect of the Heterogeneity dimensions on firm performance, we provide some useful implications for managers involved in the resource utilization process. To reach a competitive advantage, firms should orient their decisions to leverage on “contextuality” and “complexity”, while mitigating the effect of “intertwinedness”.

Studies in the strategic management field of study measure Heterogeneity by using single variables. This paper fills in this gap by providing a measure of the Heterogeneity construct on a multidimensional basis, showing the different role played by each dimension on firm performance.

This study provides empirical evidence for the contextuality of marketing performance assessment (MPA) systems. It aims to introduce a taxonomical classification of MPA profiles based on the relative emphasis placed on different dimensions of marketing performance in different companies and business contexts.

The data used in this study (n=1,157) were collected using a web‐based questionnaire, targeted to top managers in Finnish companies. Two multivariate data analysis techniques were used to address the research questions. First, dimensions of marketing performance underlying the current MPA systems were identified through factor analysis. Second, a taxonomy of different profiles of marketing performance measurement was created by clustering respondents based on the relative emphasis placed on the dimensions and characterizing them vis‐á‐vis contextual factors.

The study identifies nine broad dimensions of marketing performance that underlie the MPA systems in use and five MPA profiles typical of companies of varying sizes in varying industries, market life cycle stages, and competitive positions associated with varying levels of market orientation and business performance. The findings support the previously conceptual notion of contextuality in MPA and provide empirical evidence for the factors that affect MPA systems in practice.

The paper presents the first field study of current MPA systems focusing on combinations of metrics in use. The findings of the study provide empirical support for the contextuality of MPA and form a classification of existing contextual systems suitable for benchmarking purposes. Limited evidence for performance differences between MPA profiles is also provided.

This comparative study qualitatively explores how linguistic minority immigrants and refugees experienced the 2010–2011 Canterbury and Tohoku disasters, including their coping mechanisms and their perceived vulnerabilities and resilience. The data used for this qualitative analysis was primarily drawn from 28 in-depth interviews with linguistic minority immigrants and refugees and their supporting organization staff conducted in 2015–2016. Additional material was drawn from two publicly available data sets. Immigrants and refugees are typically thought of as being more vulnerable in disasters. However, findings drawn from this research demonstrate the nonlinearity, complexity, and contextuality of social vulnerabilities in disasters, suggesting that they are not necessarily powerless help-seekers in some cases. Using Bourdieu’s capital theory, this study demonstrates how immigrants and refugees were active social agents in these disasters. Consequently, we need to reconceptualize the social vulnerability approach. Some study participants had experiences of going through wars and everyday disasters, which made them more resilient. This is conceptualized here as earned strength, which can be a significant resource in disasters for the socially vulnerable. This chapter hopes to answer some critical questions regarding the social vulnerability approach: how do we incorporate the structure–agency concept, how do we theoretically deal with the contextuality/nonlinearity of social vulnerability in disasters, and how do we conceptualize a research study that can seek more practical and generalizable findings, instead of event-driven and disaster-specific findings?

Despite the availability of many metrics and tools for marketing performance measurement, the way in which firms use their marketing metrics remains underexplored. This study aims to address this gap by empirically establishing the differing effects of the diagnostic and interactive uses of marketing metrics on firms’ market-sensing capability, contingent on competitive intensity and focus on market-related metrics.

This study builds on survey data collected from 210 Irish-based firms, complemented by 21 in-depth interviews with business managers. Survey data are analysed using regression analysis.

This study finds that firms using marketing metrics interactively to communicate organizational focus are better able to sense their markets, especially under high competition. The authors observe a positive impact of the interactive use of metrics on market-sensing capability, but a U-shaped impact of their diagnostic use, the magnitudes of which further depend on competitive intensity and firms’ focus on market-related metrics.

This study provides a nuanced view of marketing performance measurement (MPM) practices within firms, particularly focussing on diagnostic versus interactive uses of marketing metrics. It also sheds further light on how two diverse uses of marketing metrics – diagnostic and interactive uses – influence a firm’s market-sensing capability. Moreover, the identification of boundary conditions also contributes to the discussion of contextuality in MPM, highlighting the importance of aligning a firm’s uses of marketing metrics with its business environment.

This study provides novel insights into how diverse uses of marketing metrics may benefit firms. The differing effects of diagnostic and interactive uses of marketing metrics on market sensing highlight a primary need for developing the latter and for using the former only with caution. It establishes that all firms would equally benefit from an interactive use of marketing metrics that is pivotal to improving their ability to anticipate, detect and sense market changes.

This study provides novel understanding of the role of marketing metric uses in firms’ market-sensing capability and contributes to the discussion of contextuality in marketing performance measurement. It highlights the importance of aligning a firm’s use of marketing metrics with its business environment.

This study aims to investigate the impact of family management and ownership structure, including foreign ownership and business group ownership, on corporate performance.

Using an agency perspective and a quantitative research methodology, this study examines listed firms in Pakistan from 2009 to 2018.

The results suggest that family management and concentrated leadership constrain, whereas family leadership, foreign ownership and group ownership strengthen monitoring effectiveness and corporate performance. These findings imply that the shareholder governance logic offers optimal solutions in an emerging economy, as relational governance may activate agency problems.

The findings are consistent with the relevance of relational governance mechanisms in the form of family leadership. However, the results suggest that emerging economies require a hybrid governance model to address their unique agency problems, thereby underlining context relevance in corporate governance scholarship. Furthermore, this research adopts a thick view of institutions to clarify institutional embeddedness and corporate governance contextuality in an emerging economy.

The purpose of this paper is to reveal, how newspaper archives can support contextualisation in management history research by providing quantitative and/or qualitative, accurate, contemporary and cost-effective, data which is not always available elsewhere.

The paper comprises a literature review, which summarises research into contextual analysis and newspaper archive theory; combined with content and textual analysis of articles published in the Journal of Management History and Management and Organizational History (2013-2017).

The findings reveal that the concept of contextualisation is absent from recent management history articles and that few management historians use newspaper archival sources as a data collection strategy.

There is compelling evidence to suggest that contextual analysis can – perhaps should – be incorporated into management historians’ research strategies because managerial organisations operate in open systems, which are influenced by external factors.

This paper juxtaposes two neglected aspects of management history research, contextuality and newspaper archives, and proposes that a key source for historic contextual analysis is newspaper data.

An ecologically sustainable future calls for fruitful dialogues between spirituality, modern science and policymaking at large. What could be that connects them all? We found out that ideas about holism exist across time, space, culture and thinkers – ranging from mathematics, philosophy, sociology, medicine, education, religion and quantum physics to finding its roots in ancient Indian Vedic tradition and later usage in Greek and Roman cultures.

This chapter takes a look at the history and intricacies of two seemingly distinct but interconnected fields – spirituality and modern science, particularly quantum science – with an aim to uncover what these fields can teach us about the idea of holism. This chapter, therefore, highlights one of the most fundamental and profound spiritual principles of the unity and interconnectedness of the entire universe – encapsulated in the concept of holism – and its practical applications in approaching sustainable development. We hope to ignite further research on this topic.

This paper aims to focus on contextualized features for mobile language learning apps. The scope of this paper is to explore students’ perceptions of contextualized mobile language learning.

An extended Technology Acceptance Model was developed to analyze the effect of contextual app features on students’ usage intention. The suggested app concept applies context-triggered push notifications to initiate learning sessions based on a location-aware vocabulary. Partial least squares structural equation modeling (PLS-SEM) was used for an empirical validation of the proposed research model.

The results of the analysis revealed, that students perceived the proposed app as beneficial for their learning endeavors. The location-aware feature is essentially relevant to improve the perceived usefulness of the system, as it may increase the learning effectiveness of the app in their everyday life.

The study was conducted in quite a homogenous population. The sample size of the survey was rather small (n = 45). Further research is necessary to confirm the promising results of the research.

The results give some first evidence that the integration of innovative contextual features in mobile language learning apps may increase the usage intention and motivation to engage in a learning activity.

Archival research is a much under-rated and under-utilized method of research in management studies. Yet multi-disciplinary undertakings being observed in recent times, such as in knowledge management (KM) systems, business history and social network studies, among others, indicate that there is a lot of potential to be explored. The purpose of this paper is to highlight this point and make a case for its inclusion in the researcher’s toolkit in the future.

The authors follow a two-stage method here: the first stage being an improvised process to benchmark articles for this review; while the second stage involves content analysis and synthesis of the same.

The authors have dealt with the intricacies of the archival research methodology by minutely examining the fieldwork steps, proxies generation, other related processes of triangulation, etc. With the discussion on “multi-disciplinary undertakings,” the authors offer not only a selective bibliography of works that have effectively harvested this family of methods, but also critique the nuances involved. Finally, coming into more contemporary concerns and developments, the authors undertake an in-depth look at technological applications in the domain of KM, in case study mode. Methodological richness leads to substantive granularity. As such, the authors argue that archival methods contribute to the robustness, contextuality and holism of any research endeavor, more so in the study of business and organizations.

This paper is based on the literature review.

This paper makes a case for archival method’s contribution toward the robustness, contextuality and holism of any research endeavor, more so in the study of business and organizations.

This paper re-positions the method of archival research as a viable and sophisticated tool for researchers to employ effectively in singular or mixed method studies.