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Article

Aly Owida, P.J. Byrne, Cathal Heavey and Khaled S. El-Kilany

The purpose of this paper aims to evaluate field repair within product-service system (PSS) models operated by multinational manufacturers in the Egyptian emerging market…

Abstract

Purpose

The purpose of this paper aims to evaluate field repair within product-service system (PSS) models operated by multinational manufacturers in the Egyptian emerging market to better understand the unique characteristics of this evolving market and to identify differences compared to established markets.

Design/methodology/approach

Case research was conducted on multinational manufacturers providing field repair services in Egypt. The sample is made up of 12 companies across different industries using convenience and purposive sampling. Data were collected using structured interviews.

Findings

There is no common model for field repair PSSs provision in the Egyptian emerging market even within the same industry, which is influenced by several factors. One of these factors is the market type being emerging or established. However, some commonalities have been found between some industries such as computer, telecommunications and document processing. Yet, there is no structural difference in the supply networks used to provide field repair service offerings in the Egyptian emerging market compared to established markets with the trend of outsourcing evident as a main attribute of a PSS in emerging markets. The main differences between established and emerging markets are related to country, culture and customer factors, which are market-based. Among the main challenges and risks that internationalized manufacturers face in Egypt, is the low level of customer awareness.

Research limitations/implications

Findings are limited to the studied cases and industries; yet, internationalized firms must deal with some unique challenges and difficulties in emerging markets.

Practical implications

This paper assesses PSS requirements and provides deeper insights for companies looking to provide or expand manufacturing-based offerings into the Egyptian emerging market.

Originality/value

This paper contributes to the evolving research on PSSs, particularly in emerging markets through identifying and describing different field repair PSS models in the Egyptian emerging market.

Details

International Journal of Emerging Markets, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1746-8809

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Article

Nicholas Mathew, Rajshekhar (Raj) Javalgi, Ashutosh Dixit and Andrew Gross

The purpose of this study is to investigate the effects of emerging market professional service small and medium-sized enterprises’ (PSF SME) internal competencies and…

Abstract

Purpose

The purpose of this study is to investigate the effects of emerging market professional service small and medium-sized enterprises’ (PSF SME) internal competencies and capabilities on their ability to establish relationship value among clients and achieve superior financial performance. This study addresses the paucity of research on emerging market PSF SMEs and their ability to build value for their clients.

Design/methodology/approach

Data were collected from 251 senior managers or owners of PSF SMEs who were from an emerging market economy but had operations in various foreign markets. The two-step structural equation modeling procedure was used to analyze the data and investigate the hypothesized relationships.

Findings

The results show the positive impacts of the PSF SME’s human capital on innovativeness, service capabilities and relationship value. Human capital also had indirect positive impacts on relationship value and financial performance. Service capabilities were found to have a positive impact on relationship value and financial performance. In addition, innovativeness was found to have a positive impact on financial performance.

Practical implications

Emerging market PSF SMEs can gain competitive advantages and build solid long-term relationships with clients in the global marketplace when they focus on strengthening their human capital resources and successfully leveraging their innovativeness and service capabilities.

Originality/value

The study fills a gap in international business and management literature by offering guidance on how emerging market PSF SMEs can effectively use their internal resources and capabilities to build solid relationships with clients, deliver superior services and achieve global marketplace success.

Details

Management Research Review, vol. 44 no. 4
Type: Research Article
ISSN: 2040-8269

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Article

Rajshekhar (Raj) G. Javalgi, Andrew C. Gross, W. Benoy Joseph and Elad Granot

The dramatic growth and international scope of knowledge‐intensive business services (KIBS) are evident in emerging markets such as China and India. Nations, like firms…

Abstract

Purpose

The dramatic growth and international scope of knowledge‐intensive business services (KIBS) are evident in emerging markets such as China and India. Nations, like firms, seek to capitalize on their available resources and capabilities (e.g. people, technology, skills) in order to build and maintain core competencies in certain industry sectors. This paper has the following objectives: to discuss the classification of KIBS, to marshal conceptual and statistical evidence on KIBS in major emerging markets, to compare and contrast selected major emerging markets in regard to their KIBS activities, and to discuss policy implications.

Design/methodology/approach

In this conceptual paper, extant literature is reviewed and discussed pertaining to the KIBS sectors. Several existing data sources are used to assess the comparative performance of major emerging markets in the KIBS sectors.

Findings

The emphasis is on finding comparative longitudinal statistics that are useful for comparison and contrast among major emerging markets. The analysis indicates that while the major emerging markets are building competitive advantage by focusing on knowledge‐intensive business services, their progress differs sharply. For example, China shows the lead, followed by India, Brazil, Russia, Mexico, Turkey, and Indonesia. Smaller nations lag behind these in most indicators. It is evident that leading major emerging nations have not reached parity with highly industrialized countries.

Research limitations/implications

The results show ranking and contribution of various major nations in the global knowledge economy, but additional time series and analysis are needed to assess comparative rankings. However, the classification and the indicators illustrated here offer a panoramic, comparative picture over the past decade. Using international business theories, research can develop statistical models to explain foreign market entry strategies of knowledge‐intensive service firms.

Practical implications

The paper is of value to managers considering entry and/or expansion into major emerging markets in various sub‐sectors of knowledge‐intensive sectors. The specific industry and function pursued by a firm need to be identified and matched up with host nation characteristics (e.g. more software design and pharmaceutical research in India v. more manufacturing design and R&D facility in China). The paper also provides guidelines to policy makers to sustain their country's competitive advantage in the KIBS sectors.

Originality/value

The paper looks at knowledge‐intensive business services in major emerging markets. It offers both conceptual contributions and statistical evidence that key nations differ in their activities in regard to such high‐level and complex service offerings.

Details

Journal of Business & Industrial Marketing, vol. 26 no. 3
Type: Research Article
ISSN: 0885-8624

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Abstract

Details

Marketing Management in Turkey
Type: Book
ISBN: 978-1-78714-558-0

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Article

Javier Reynoso, Jay Kandampully, Xiucheng Fan and Hanna Paulose

The purpose of this paper is to provide insights into indigenous, solution-based business models and their relevance for inclusive service innovation within specific…

Abstract

Purpose

The purpose of this paper is to provide insights into indigenous, solution-based business models and their relevance for inclusive service innovation within specific social contexts in emerging economies, with particular emphasis on the role of culture and technology.

Design/methodology/approach

A proposed framework illustrates four factors that nurture socially driven service innovation in emerging economies: solution, inclusion, culture, and technology. Extant literature from studies in India, Latin America, and China illustrates distinct indigenous innovations and service relationships that exist at the base of the pyramid (BoP), which provides a foundation for a better understanding of socially inclusive service innovations.

Findings

A conceptual model of inclusive service innovation reflects an integrated, virtuous cycle, composed of service relationships that stem from the BoP at various levels of analysis across different income segments. These findings suggest notable research directions.

Practical implications

This study reinforces the importance of a solution orientation as a competitive business model to gain customer engagement.

Social implications

Researchers and practitioners in emerging and advanced economies can use the approach suggested by this paper in their efforts to build sustainable business cultures and improve the well-being of society.

Originality/value

Previous research has not addressed the social or communal roles of service innovation; this study proposes an innovative switch from a traditional strategy of selling services toward a proactive approach that involves low-income customers as active resources to co-create social and business value.

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Article

Shir May Ooi and Christopher Richardson

This paper aims to explore the internationalisation of service-sector small- and medium-sized enterprises (SMEs) from an emerging market, focussing on the entry modes…

Abstract

Purpose

This paper aims to explore the internationalisation of service-sector small- and medium-sized enterprises (SMEs) from an emerging market, focussing on the entry modes, psychic distance, business network, internationalisation challenges and capabilities of business training and consultancy firms from Malaysia.

Design/methodology/approach

A multiple-case study approach is adopted, and 31 in-depth interviews were conducted with the top management and executives from eight business training and consultation (BT&C) firms in Malaysia. The Uppsala model is used for theoretical guidance to analyse the internationalisation of the firms.

Findings

The results suggest that psychic distance, business network and business capabilities influence the internationalisation of BT&C firms from Malaysia. However, the discussion of entry modes in the framework of service internationalisation does not accurately explain the internationalisation of the studied firms.

Research limitations/implications

This study is a qualitative research based on the experiences of eight firms. The basis of this study is inadequate for scientific generalisation. Quantitative research should be conducted in the future to provide a statistical test and empirical results. This study is concerned with the emerging-market context. The study could be expanded to include more industries and other emerging markets in the future.

Practical implications

This study explored the application of internationalisation theories to the BT&C industry in an emerging market, with particular emphasis on firms’ entry modes, psychic distance, business networks, international challenges and capabilities. This study also highlighted some of the key internationalisation challenges facing emerging market small- and medium-sized enterprises (EMSMEs), underlining the importance of business networks and capabilities.

Social implications

Nevertheless, this study shares useful and practical discoveries concerning the internationalisation process of BT&C firms from the emerging market, focussing on entry modes, psychic distance, business network, the challenges faced and the required capabilities.

Originality/value

The study provides new insights into service internationalisation in SMEs from an emerging market. The application of internationalisation theories to the BT&C industry in an emerging market is analysed.

Details

Review of International Business and Strategy, vol. 29 no. 1
Type: Research Article
ISSN: 2059-6014

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Article

Jiju Antony and Michael Sony

The purpose of this paper is to carry out an empirical study of the limitations and emerging trends of Six Sigma in manufacturing and service companies.

Abstract

Purpose

The purpose of this paper is to carry out an empirical study of the limitations and emerging trends of Six Sigma in manufacturing and service companies.

Design/methodology/approach

The authors developed an online survey instrument based on the existing literature addressing the current limitations and emerging trends of Six Sigma in manufacturing and service companies. In this study, 75 Six Sigma Master Black Belts, 39 Black Belts and 12 Green Belts from large manufacturing and service companies participated; each of whom is familiar with the Six Sigma topics.

Findings

This study reports the top 5 limitations and emerging trends of Six Sigma from the viewpoints of subject matter experts from large manufacturing and service companies from over 20 countries. The main finding is that the top 4 limitations were identical for both manufacturing and service companies. These limitations include: the integration of Six Sigma with Big Data, the use of Six Sigma in small medium and micro-enterprises, an over emphasis of Six Sigma on variability reduction and the poor implementation of Six Sigma and its resultant negative impact on employee satisfaction.

Practical implications

In order to sustain Six Sigma initiatives in organisations, the authors argue that the limitations and emerging trends of this powerful business strategy should be understood and appropriate remedial strategies developed to address said limitations.

Originality/value

To the best of the authors’ knowledge, this is the first empirical study to examine the limitations and emerging trends of Six Sigma in both manufacturing and service organisations. Moreover, the findings of the study can be very beneficial to many organisations.

Details

International Journal of Quality & Reliability Management, vol. 37 no. 3
Type: Research Article
ISSN: 0265-671X

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Article

Rodrigo Guesalaga, Meghan Pierce and Daiane Scaraboto

– The purpose of this paper is to explore cultural sources of variation on consumers’ expectations and evaluations of service quality within local emerging markets.

Abstract

Purpose

The purpose of this paper is to explore cultural sources of variation on consumers’ expectations and evaluations of service quality within local emerging markets.

Design/methodology/approach

The authors employ a multi-method approach. The multi-method research design utilizes: first, netnography to examine foreign consumers’ blogs and online communities; second, interviews with local and foreign consumers to unveil critical incidents in service encounters; and third, an online survey of 139 foreign consumers living in Chile and 460 Chilean consumers to map differences in their expectations and evaluations of services.

Findings

A general analysis of local and foreign consumers living in an emerging market reveals that these two groups do not differ significantly in their expectations of service quality. The authors also find that differences in expectations and evaluations of service quality within a local emergent market are only partially explained by aggregating consumers according to their country or region of origin. Finally, the findings demonstrate that examining cultural differences at the individual level generates a better understanding of how cultural factors impact consumer expectations and evaluations of service quality within emerging markets.

Research limitations/implications

The research is limited to one emerging market (Chile) and focusses largely in one industry (banking). Further research should be conducted to examine the findings in other contexts, including developed markets, and to identify how other cultural differences (e.g. language mastery) within local markets may impact consumer expectations and evaluations of services.

Practical implications

Service companies operating in emerging markets should account for cultural differences when determining service standards and protocols. These differences may cut across the local-foreign divide and suggest that profiling foreign customers depending on their country of origin is not the most adequate approach for providing excellence in service and enjoying the benefits that follow.

Social implications

Foreign consumers living in a local market are frequently considered a homogeneous group distinct from local consumers, and are treated as such by public and private service providers. The study demonstrates that foreign consumers may be more or less similar to local consumers depending on their cultural values, and should not be considered as a uniform group.

Originality/value

The findings extend research on consumer expectations and evaluations of service quality to account for cultural diversity within local emerging markets. The authors demonstrate that a cluster-approach to examining consumer expectations and evaluations of service quality better accounts for variations due to cultural values within local markets.

Details

International Marketing Review, vol. 33 no. 1
Type: Research Article
ISSN: 0265-1335

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Article

Lori Radulovich, Rajshekhar (Raj) G. Javalgi and Robert F. Scherer

The purpose of this paper is to empirically examine the relationships between the drivers of economic growth in emerging markets to include entrepreneurial orientation…

Abstract

Purpose

The purpose of this paper is to empirically examine the relationships between the drivers of economic growth in emerging markets to include entrepreneurial orientation (EO), human capital (HC), relational capital (RC), and international performance (IP).

Design/methodology/approach

Data were collected from 199 small- to medium-sized Indian professional service entrepreneurs that employ less than 500 employees and engage in international business. Given the multidimensional nature of IP, structural equation modeling (SEM) was used to test the measurement and substantive models.

Findings

SEM and mediation tests confirmed significant relationships among the constructs in the model and indicated that HC can be leveraged for international growth using RC to deliver new professional services across borders. EO, the strongest predictor, along with HC and RC, directly influenced IP. The effect of HC is mediated by an EO and RC.

Research limitations/implications

By design, only successful professional service firms in India were studied, which limited generalizability.

Practical implications

Entrepreneurs can enhance the likelihood of international expansion success by utilizing highly skilled HC and developing strong network relationships. Entrepreneurial managers should leverage their professional service resources through judicious investments in personnel and relationship-building skills to develop RC.

Originality/value

This study examined entrepreneurial professional HC and RC as related to international entrepreneurship emerging market research. Data collection in India contributes to empirical research on internationalization from emerging markets.

Details

International Marketing Review, vol. 35 no. 1
Type: Research Article
ISSN: 0265-1335

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Article

Ajay Sharma and Patricia Loh

The purpose of this paper is to examine key emerging trends in sourcing of business services.

Abstract

Purpose

The purpose of this paper is to examine key emerging trends in sourcing of business services.

Design/methodology/approach

The paper is primarily theoretical and observational. It is based on the author's review of major academic and managerial publications, extensive interactions with industry leaders and prior experience in the industry.

Findings

Scale and scope of sourcing of business services from across firm and national boundaries is increasing. Offshore is increasingly being leveraged for higher value activities. As business services get more industrialized, activities are being split into smaller units for servicing, and a services supply chain is beginning to emerge. With sourcing becoming more strategic, risk management has become more complex and critical.

Research limitations/implications

This paper provides an overview of significant emerging trends in sourcing of business services. Further complementary research – theoretical, survey or case‐study based – on each of these identified trends will help develop a more exhaustive understanding.

Practical implications

This paper provides business executives with a framework to view emerging changes in sourcing of business services, and to better prepare for future opportunities and challenges.

Originality/value

This paper takes a holistic view at sourcing of business services and identifies some key emerging trends. The review of academic, managerial and popular press publications, and insights gathered from the field have been summarized into this succinct overview. This perspective should guide further focused academic research as well as practical application in business projects.

Details

Business Process Management Journal, vol. 15 no. 2
Type: Research Article
ISSN: 1463-7154

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