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Article
Publication date: 9 February 2021

Matti Haverila and Jenny Carita Twyford

Drawing upon the relational exchange theory, the longitudinal relationship between various stages of project management customer satisfaction, value for money and…

Abstract

Purpose

Drawing upon the relational exchange theory, the longitudinal relationship between various stages of project management customer satisfaction, value for money and repurchase intent are examined.

Design/methodology/approach

Using a survey questionnaire, data were gathered over four consecutive quarters (N = 2,537). The statistical methods included exploratory factor analysis, confirmatory composite analysis (CCA) and partial least squares structural equation modeling (PLS-SEM).

Findings

Project management was perceived as a three-dimensional construct (proposal, installation, commissioning/start-up). There was a significant longitudinal relationship between project stages and satisfaction in the complete data set. The results varied on the quarterly basis. The relationship customer satisfaction/repurchase intent was significant in the whole data set and during all quarters. This was the case for the relationships between value for money and customer satisfaction and between value for money and repurchase intent. The effect sizes were small between project management stages and customer satisfaction, small to medium for the value for money construct and large for the customer satisfaction construct.

Originality/value

An important implication is the significant relationship between the stages of project management and satisfaction. However, the effect sizes were small, however. The importance of the effect size in comparison to the significance of the relationships is highlighted especially when the sample size is large. The paper also confirms the linear relationship between satisfaction and repurchase intent. The nature of the relationship between customer satisfaction and loyalty is based on a moderate exchange relationship in the relational exchange continuum. The study contributes to the relational exchange theory in the context of project management.

Details

International Journal of Managing Projects in Business, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1753-8378

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Book part
Publication date: 16 August 2014

Anne-Maria Holma

This study provides a comprehensive framework of adaptation in triadic business relationship settings in the service sector. The framework is based on the industrial…

Abstract

This study provides a comprehensive framework of adaptation in triadic business relationship settings in the service sector. The framework is based on the industrial network approach (see, e.g., Axelsson & Easton, 1992; Håkansson & Snehota, 1995a). The study describes how adaptations initiate, how they progress, and what the outcomes of these adaptations are. Furthermore, the framework takes into account how adaptations spread in triadic relationship settings. The empirical context is corporate travel management, which is a chain of activities where an industrial enterprise, and its preferred travel agency and service supplier partners combine their resources. The scientific philosophy, on which the knowledge creation is based, is realist ontology. Epistemologically, the study relies on constructionist processes and interpretation. Case studies with in-depth interviews are the main source of data.

Details

Deep Knowledge of B2B Relationships within and Across Borders
Type: Book
ISBN: 978-1-78190-858-7

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Book part
Publication date: 29 January 2018

Gábor Nagy, Carol M. Megehee and Arch G. Woodside

The study here responds to the view that the crucial problem in strategic management (research) is firm heterogeneity – why firms adopt different strategies and…

Abstract

The study here responds to the view that the crucial problem in strategic management (research) is firm heterogeneity – why firms adopt different strategies and structures, why heterogeneity persists, and why competitors perform differently. The present study applies complexity theory tenets and a “neo-configurational perspective” of Misangyi et al. (2016) in proposing complex antecedent conditions affecting complex outcome conditions. Rather than examining variable directional relationships using null hypotheses statistical tests, the study examines case-based conditions using somewhat precise outcome tests (SPOT). The complex outcome conditions include firms with high financial performances in declining markets and firms with low financial performances in growing markets – the study focuses on seemingly paradoxical outcomes. The study here examines firm strategies and outcomes for separate samples of cross-sectional data of manufacturing firms with headquarters in one of two nations: Finland (n = 820) and Hungary (n = 300). The study includes examining the predictive validities of the models. The study contributes conceptual advances of complex firm orientation configurations and complex firm performance capabilities configurations as mediating conditions between firmographics, firm resources, and the two final complex outcome conditions (high performance in declining markets and low performance in growing markets). The study contributes by showing how fuzzy-logic computing with words (Zadeh, 1966) advances strategic management research toward achieving requisite variety to overcome the theory-analytic mismatch pervasive currently in the discipline (Fiss, 2007, 2011) – thus, this study is a useful step toward solving the crucial problem of how to explain firm heterogeneity.

Details

Improving the Marriage of Modeling and Theory for Accurate Forecasts of Outcomes
Type: Book
ISBN: 978-1-78635-122-7

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Book part
Publication date: 7 October 2015

Azizah Ahmad

The strategic management literature emphasizes the concept of business intelligence (BI) as an essential competitive tool. Yet the sustainability of the firms’ competitive…

Abstract

The strategic management literature emphasizes the concept of business intelligence (BI) as an essential competitive tool. Yet the sustainability of the firms’ competitive advantage provided by BI capability is not well researched. To fill this gap, this study attempts to develop a model for successful BI deployment and empirically examines the association between BI deployment and sustainable competitive advantage. Taking the telecommunications industry in Malaysia as a case example, the research particularly focuses on the influencing perceptions held by telecommunications decision makers and executives on factors that impact successful BI deployment. The research further investigates the relationship between successful BI deployment and sustainable competitive advantage of the telecommunications organizations. Another important aim of this study is to determine the effect of moderating factors such as organization culture, business strategy, and use of BI tools on BI deployment and the sustainability of firm’s competitive advantage.

This research uses combination of resource-based theory and diffusion of innovation (DOI) theory to examine BI success and its relationship with firm’s sustainability. The research adopts the positivist paradigm and a two-phase sequential mixed method consisting of qualitative and quantitative approaches are employed. A tentative research model is developed first based on extensive literature review. The chapter presents a qualitative field study to fine tune the initial research model. Findings from the qualitative method are also used to develop measures and instruments for the next phase of quantitative method. The study includes a survey study with sample of business analysts and decision makers in telecommunications firms and is analyzed by partial least square-based structural equation modeling.

The findings reveal that some internal resources of the organizations such as BI governance and the perceptions of BI’s characteristics influence the successful deployment of BI. Organizations that practice good BI governance with strong moral and financial support from upper management have an opportunity to realize the dream of having successful BI initiatives in place. The scope of BI governance includes providing sufficient support and commitment in BI funding and implementation, laying out proper BI infrastructure and staffing and establishing a corporate-wide policy and procedures regarding BI. The perceptions about the characteristics of BI such as its relative advantage, complexity, compatibility, and observability are also significant in ensuring BI success. The most important results of this study indicated that with BI successfully deployed, executives would use the knowledge provided for their necessary actions in sustaining the organizations’ competitive advantage in terms of economics, social, and environmental issues.

This study contributes significantly to the existing literature that will assist future BI researchers especially in achieving sustainable competitive advantage. In particular, the model will help practitioners to consider the resources that they are likely to consider when deploying BI. Finally, the applications of this study can be extended through further adaptation in other industries and various geographic contexts.

Details

Sustaining Competitive Advantage Via Business Intelligence, Knowledge Management, and System Dynamics
Type: Book
ISBN: 978-1-78441-764-2

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Article
Publication date: 28 January 2013

Tuija Mainela and Pauliina Ulkuniemi

The purpose of this paper is to examine the role of personal interaction in customer relationship management in the project business. The research question addressed is…

Abstract

Purpose

The purpose of this paper is to examine the role of personal interaction in customer relationship management in the project business. The research question addressed is: How is personal interaction intertwined with the management of customer relationships in the project business?

Design/methodology/approach

The authors connect an extensive knowledge of personal interactions in industrial business relationships with research on social interaction in the project business to enrich their understanding of customer relationship management in that business. Exploratory case study is used to empirically examine two firms providing project business solutions: one provides highly-tailored technological solutions to the process industry, and the other provides professional engineering services to that same industry.

Findings

The study reveals two specific functions that connect personal interaction with customer relationship management. These two functions explain the importance of personal interaction and disclose the contents of interaction that should be considered in relationship and project management. Furthermore, the authors illustrate how two situational factors influence and are influenced by personal interaction.

Originality/value

The study suggests specific conceptualization of personal interaction as a part of project business management.

Details

Journal of Business & Industrial Marketing, vol. 28 no. 2
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 27 April 2012

Daniel Prajogo, Baofeng Huo and Zhaojun Han

The purpose of this paper is to propose and empirically test a model of different aspects of ISO 9000 implementation in terms of their relationships with three key supply…

Abstract

Purpose

The purpose of this paper is to propose and empirically test a model of different aspects of ISO 9000 implementation in terms of their relationships with three key supply chain (SC) management practices (internal processes, supplier relationships, and customer relationships). In addition, it aims to examine the relationship between the three key SC activities and operational performance.

Design/methodology/approach

Data were collected from 321 middle and senior managers of ISO 9001 certified firms in Australia who were responsible for managing the quality systems in their organizations. The structural equation modelling (SEM) technique was employed using LISREL software to test the research model and the hypotheses in this study.

Findings

The results show that advanced implementation of ISO 9000 is positively related to all three aspects of SC activities (internal, customer, and supplier process management), while supportive implementation is positively related to internal and customer process management. However, basic implementation has no direct influence on any SC management practices. The results also indicate that supplier and internal process management both have a positive effect on operational performance, while customer process management has no significant impact on operational performance.

Practical implications

The results provide key insights for managers on the extent to which different aspects of the implementation of a quality management system would produce benefits for the organization within the SC context.

Originality/value

Despite the central premises of ISO 9000, which are concerned with internal processes and SC management practices, only a few studies have examined this matter to date. The current study seeks to bridge this gap by examining the effect of ISO 9000 implementation on operational and SC management practices that, in turn, will predict the operational benefits within adopting firms.

Details

Supply Chain Management: An International Journal, vol. 17 no. 3
Type: Research Article
ISSN: 1359-8546

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Article
Publication date: 1 December 2002

Judy Zolkiewski and Peter Turnbull

The importance of effective planning and management of an organization’s array of customer and supplier relationships is self‐evident, yet relatively little research has…

Abstract

The importance of effective planning and management of an organization’s array of customer and supplier relationships is self‐evident, yet relatively little research has been published which develops our academic or managerial understanding of the conceptual and practical problems inherent in this issue. This paper is written from an interaction and network perspective and critically reviews existing customer and supplier portfolio analysis and considers the implications of using such an approach for the management of relationships. The notion of relationship portfolios in the context of network theory is reviewed and the authors suggest that portfolios provide an alternative method of network conceptualization and analysis and that such portfolios may be a key factor in successful relationship management.

Details

Journal of Business & Industrial Marketing, vol. 17 no. 7
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 1 January 2006

Thomas D. McCarty, Richard Hunt and James E. Truhan

To provide a roadmap for corporate real estate (CRE) directors to effect change in the way they deliver services through enhanced relationships with their “customers,” the…

Abstract

Purpose

To provide a roadmap for corporate real estate (CRE) directors to effect change in the way they deliver services through enhanced relationships with their “customers,” the users of CRE.

Design/methodology/approach

Previous studies and discussions of customer relationship management are combined with the authors' extensive experience to make a case for formalized change management processes and analyze specific methods for enhancing the effectiveness of these processes.

Findings

Relationship management integrates real estate processes into larger corporate processes, converting real estate opportunities into competitive advantages. The transition from a reactive to a proactive mode of service is aided by adoption of new mind sets and new skills sets, including tools and processes for communicating within the organization, enhanced financial/analytical acumen, and metrics for determining successful outcomes.

Research limitations/implications

Every CRE department faces unique challenges and opportunities which cannot be fully addressed in a paper designed for broad applicability.

Practical implications

CRE directors will recognize the challenges and opportunities they face and will learn about specific actions and initiatives they can implement to enhance their effectiveness though internal customer relationship management.

Originality/value

Applicability of change and customer relationship management processes to the CRE environment is a new area of focus and is mostly uncharted territory. This roadmap delves deeper than previous papers into specific methods for aligning real estate processes with the “voice of the customer” to further corporate objectives.

Details

Journal of Corporate Real Estate, vol. 8 no. 1
Type: Research Article
ISSN: 1463-001X

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Article
Publication date: 12 November 2018

Peter Hallberg, Nina Hasche, Johan Kask and Christina Öberg

This paper extends the discussion on stability and change through focus on specific relationship characteristics. Quality management systems prescribe established routines…

Abstract

Purpose

This paper extends the discussion on stability and change through focus on specific relationship characteristics. Quality management systems prescribe established routines for supplier selection and monitoring, and may thereby designate the nature and longevity of customer–supplier relationships. The purpose of this paper is to describe and discuss the effects of quality management systems on stability and change in different forms of customer–supplier relationships.

Design/methodology/approach

A number of illustrative examples based on participatory data and interviews help to capture different types of customer–supplier relationships (private/public; certified/non-certified) related to quality management systems.

Findings

While certified customers in most sectors only need to prove that their suppliers have procedures in place, many customers equate this with requiring that their suppliers should be certified. The paper further shows that customers replace deeper understandings for their suppliers’ procedures with the requirement that they be certified.

Originality/value

The paper contributes to the existing literature through integrating quality management systems literature with the business network approach. For business network studies, the discussion on quality management systems as constricting regimes is interesting and provides practical insights to the business network studies as such quality management systems increase in importance and spread.

Details

IMP Journal, vol. 12 no. 3
Type: Research Article
ISSN: 2059-1403

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Article
Publication date: 18 July 2008

Chor‐Beng Anthony Liew

The purpose of this paper is to introduce the concept of strategic integration of knowledge management (KM ) and customer relationship management (CRM). The integration is

Abstract

Purpose

The purpose of this paper is to introduce the concept of strategic integration of knowledge management (KM ) and customer relationship management (CRM). The integration is a strategic issue that has strong ramifications in the long‐term competitiveness of organizations. It is not limited to CRM; the concept can also be applied to supply chain management (SCM), product development management (PDM), eterprise resource planning (ERP) and retail network management (RNM) that offer different perspectives into knowledge management adoption.

Design/methodology/approach

Through literature review and establishing new perspectives with examples, the components of knowledge management, customer relationship management, and strategic planning are amalgamated.

Findings

Findings include crucial details in the various components of knowledge management, customer relationship management, and strategic planning, i.e. strategic planning process, value formula, intellectual capital measure, different levels of CRM and their core competencies.

Practical implications

Although the strategic integration of knowledge management and customer relationship management is highly conceptual, a case example has been provided where the concept is applied. The same concept could also be applied to other industries that focus on customer service.

Originality/value

The concept of strategic integration of knowledge management and customer relationship management is new. There are other areas, yet to be explored in terms of additional integration such as SCM, PDM, ERP, and RNM. The concept of integration would be useful for future research as well as for KM and CRM practitioners.

Details

Journal of Knowledge Management, vol. 12 no. 4
Type: Research Article
ISSN: 1367-3270

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