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Article
Publication date: 6 June 2016

Sally Chalmers

The purpose of this paper is to propose a conceptual model for ethical and fair complaint handling. This provides a basis for research and the development of financial…

Abstract

Purpose

The purpose of this paper is to propose a conceptual model for ethical and fair complaint handling. This provides a basis for research and the development of financial institution complaint handling approaches and practices.

Design/methodology/approach

Ethical issues posed by the application of fairness theory to complaint handling are explored. The ethical soundness of organizational justice theory is critiqued. Multi-disciplinary literature is drawn on to develop a conceptual model for ethical fairness in complaint handling.

Findings

Issues relevant to an ethical approach to complaint handling, and which are underdeveloped in current organizational and perceived justice frameworks, are identified. These include issues of autonomy, context, reflexivity, moral value, stakeholder voice, power and moral accountability. A conceptual model for ethical fairness in complaint handling is proposed.

Research limitations/implications

This paper establishes a research agenda. Further development is required.

Practical implications

The proposed model contributes to the development of complaint handling practices and competency frameworks.

Originality/value

Justice theories have been proposed as theoretical frameworks for service recovery procedures, however, moral and critical questions have been neglected. The model proposed challenges financial institutions to move away from traditional normative perspectives, which seek to solve problems through managerial interventions, and adopt a perspective which is interpretivistic and reflexive. The model recognizes ethical issues and seeks to minimize inherent power positions, identify accountability and question moral values. Through envisioning complaint handlers as boundary spanners, new light is shed on their relational and communicative roles.

Details

International Journal of Bank Marketing, vol. 34 no. 4
Type: Research Article
ISSN: 0265-2323

Keywords

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Article
Publication date: 14 June 2018

Henar Alcalde-Heras, Cristina Iturrioz-Landart and Cristina Aragon-Amonarriz

Most literature on ambidexterity has focused on large firms and on the influence of internal issues in this strategy, that is, organizational structures, top management…

Abstract

Purpose

Most literature on ambidexterity has focused on large firms and on the influence of internal issues in this strategy, that is, organizational structures, top management integration, or internal knowledge management processes (Lutbatkin et al., 2006; Chang et al., 2011; Lee and Huang, 2012). The purpose of this paper is to assess small- to medium-sized enterprises (SMEs)’ ambidexterity strategies during economic recession periods in comparison with those of large firms and identify the managerial external capabilities which are associated with the development of SMEs’ ambidexterity.

Design/methodology/approach

A multinomial logit model and a probit model are proposed and tested using data collected from 2,150 Spanish firms during the period of 2009-2013.

Findings

The data analysis reveals that SMEs develop more ambidextrous innovation strategies in recession periods than larger firms do. Moreover, two managerial external capabilities have been identified as drivers of SMEs’ ambidextrous behavior in crisis periods: first, the capability of top management to anticipate scenarios; and second, the capacity to acquire adequate external resources through co-operation.

Practical implications

The results show that SME managers wanting to develop ambidextrous strategies in recession periods have to forecast scenarios in terms of innovation difficulties and strengthen their resources through co-operation. Implementation of public policy is encouraged to support these capabilities, thus enhancing SME sustainability in uncertain contexts.

Originality/value

Prior studies have paid little attention to the role of external capabilities. Although their role was revealed as a relevant dimension in the study of SME ambidexterity in adverse contexts by Cao et al. (2010), it remained underexplored. This paper aims to fill this gap.

Details

Management Decision, vol. 57 no. 1
Type: Research Article
ISSN: 0025-1747

Keywords

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Article
Publication date: 10 January 2020

Henar Alcalde Heras, Miren Estensoro and Miren Larrea

This paper aims to propose an analytical framework in which to study ambidexterity in the management of policy networks. The paper is inspired by the concept of…

Abstract

Purpose

This paper aims to propose an analytical framework in which to study ambidexterity in the management of policy networks. The paper is inspired by the concept of organizational ambidexterity in the public sector (Smith and Umans, 2015). By focusing on policy networks fostered by public administration with the aim of supporting small- and medium-sized enterprise (SME) innovation, the paper elaborates on the links between firm innovation and performance and regional development. The cases analyzed are policy networks fostered by two publicly owned county development agencies in the Basque Country (Spain). An analytical framework emerges from bridging the gap between theory and practice. By understanding ambidexterity as a dynamic capability, the authors found that key ambidexterity drivers are related to network features (motivation to balance exploration and exploitation and diversity in terms of participants) and the individual feature of diversity within the network management group. However, other individual characteristics (leadership style) and territorial features (local institutional capacity) did not provide conclusive insights, calling for a deeper analysis and complex models to capture specific nuances.

Design/methodology/approach

The method used in the empirical part of the paper is the case study, as it considers the contextual conditions pertaining to a phenomenon (Yin, 2009) and helps understand present dynamics in specific contexts (Eisenhardt, 1989; Yin, 2009). Flyvbjerg (2006) examines common misunderstandings about case studies to conclude that social science may be strengthened by the execution of greater number of good case studies. Following his arguments, the authors consider that practical knowledge is also valuable together with theory, that is why the framework is not derived exclusively form theory but from the interaction and mutual influence of theory and practice.

Findings

The case studies lead to a discussion on the effect of network, territorial and individual characteristics (including management/facilitation modes) on network outcomes, including innovation performance of firms and network sustainability. Additionally, these cases show the importance of different factors as necessary conditions and key discriminants when supporting ambidextrous networks. The case analysis and the integration of the theory in this analysis allow observing the evolution of both networks, developing some conclusions on the core factors that influenced these trajectories, thus proposing an analytical framework. Specifically, it can be seen that some of the factors conditioned the ambidextrous strategy of the network.

Practical implications

The main implication of the paper in practice is that the concept of ambidexterity and the framework developed to understand some of its features are a useful tool to diagnose policy networks. The impact in society inspired in this implication is that authors, through the discussion workshops mentioned in the methodology section, have helped the community of policy network managers in Gipuzkoa reflect and improve their strategies and consider the potential of not exclusively focusing on exploration or exploitation. Consequently, the impact on society, in this case on policy networks in the region, has gone beyond the cases studied.

Originality/value

The paper proposes the concept of ambidexterity as one that helps analyze the ability of policy networks to foster SMEs innovation. Managerial literature has extensively analyzed the importance of modes to foster ambidexterity within organizations (Gibson and Birkenshaw, 2004; He and Wong, 2004; Levinthal and March, 1993; Lubatkin et al., 2006) and also its individual dimension (Volery et al., 2015). Managerial focus on policy networks and its link to organizational ambidexterity thus remain understudied. Although private sector literature has explored both concepts, the relation between them has not been analyzed (Smith and Umans, 2015).

Details

Competitiveness Review: An International Business Journal , vol. 30 no. 2
Type: Research Article
ISSN: 1059-5422

Keywords

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Article
Publication date: 10 July 2017

Antonello Cammarano, Mauro Caputo, Emilia Lamberti and Francesca Michelino

The purpose of this paper is to provide a patent-based framework for investigating the effect of previous and current open innovation (OI) adoption on firms’ knowledge…

Abstract

Purpose

The purpose of this paper is to provide a patent-based framework for investigating the effect of previous and current open innovation (OI) adoption on firms’ knowledge management strategies and type of innovation output.

Design/methodology/approach

Patent data are employed for gauging innovation practices, exploitation vs exploration strategies, specialization vs diversification choices and type of innovation. The study is performed on a sample of 1,280 patents granted to 66 top R&D spending bio-pharmaceutical companies. The year of analysis is 2010.

Findings

The previous recourse to specific innovation practices influences the current practice selection. R&D collaboration, outsourcing and mergers and acquisitions are employed to pursue exploration. Past purchase of patents increases the likelihood to achieve architectural and radical innovation in current activities.

Research limitations/implications

The work recommends the use of patent data to gauge many key elements for knowledge and innovation management. Results exhort scholars to investigate innovation practices at the knowledge domain level in order to detect specific behaviors.

Practical implications

The study provides a methodology for supporting decision-makers in assessing firms’ OI adoption, also performing the benchmark with competitors and R&D partners. Given the high computational effort required for applying the methodology, the authors are planning to give access to the software specifically developed for this study.

Originality/value

The work contributes to the current debate considering the effect of a combination of innovation practices on knowledge management strategies and type of innovation output, with a particular focus on OI activities. Moreover, the separation between the impact of previous and current innovation practices provides useful insights.

Details

Management Decision, vol. 55 no. 6
Type: Research Article
ISSN: 0025-1747

Keywords

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Book part
Publication date: 15 October 2008

Henar Díez, Ma Casilda Lasso de la Vega and Ana Urrutia

Purpose: Most of the characterizations of inequality or poverty indices assume some invariance condition, be that scale, translation, or intermediate, which imposes value…

Abstract

Purpose: Most of the characterizations of inequality or poverty indices assume some invariance condition, be that scale, translation, or intermediate, which imposes value judgments on the measurement. In the unidimensional approach, Zheng (2007a, 2007b) suggests replacing all these properties with the unit-consistency axiom, which requires that the inequality or poverty rankings, rather than their cardinal values, are not altered when income is measured in different monetary units. The aim of this paper is to introduce a multidimensional generalization of this axiom and characterize classes of multidimensional inequality and poverty measures that are unit consistent.

Design/methodology/approach: Zheng (2007a, 2007b) characterizes families of inequality and poverty measures that fulfil the unit-consistency axiom. Tsui (1999, 2002), in turn, derives families of the multidimensional relative inequality and poverty measures. Both of these contributions are the background taken to achieve our characterization results.

Findings: This paper merges these two generalizations to identify the canonical forms of all the multidimensional subgroup- and unit-consistent inequality and poverty measures. The inequality families we derive are generalizations of both the Zheng and Tsui inequality families. The poverty indices presented are generalizations of Tsui's relative poverty families as well as the families identified by Zheng.

Originality/value: The inequality and poverty families characterized in this paper are unit and subgroup consistent, both of them being appropriate requirements in empirical applications in which inequality or poverty in a population split into groups is measured. Then, in empirical applications, it makes sense to choose measures from the families we derive.

Details

Inequality and Opportunity: Papers from the Second ECINEQ Society Meeting
Type: Book
ISBN: 978-1-84855-135-0

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Article
Publication date: 26 July 2012

Amal M.H. Abdel-Haleem, Henar A. Seleem and Wafaa K. Galal

The purpose of this paper is to investigate the potential quality of Kamut® (triticum turgidum turanicum) as an ancient relative of modern durum wheat for food preparation…

Abstract

Purpose

The purpose of this paper is to investigate the potential quality of Kamut® (triticum turgidum turanicum) as an ancient relative of modern durum wheat for food preparation and Egyptian consumption.

Design/methodology/approach

The methodology included in this paper is based on quality evaluation of Kamut wheat of the Dashure-Fayume geographical origin physically, chemically and technologically compared to Beni Suef 1, Beni Suef 3 and Suhag 3, the most dominant durum varieties in Egypt. After that, producing a specific end product (traditional couscous) regarded the critical quality aspects in Kamut wheat.

Findings

The results obtained showed that Kamut grains had higher physical properties indicating higher milling yield potential. Besides, Kamut flour was remarkable with higher protein and oil content. The use of a farinograph for assessing the rheological properties of Kamut dough has proven a useful quality for its measured characteristics compared to the Egyptian durum varieties. The good physical and rheological properties, coupled with high protein content, validated that Kamut is a valuable addition to the Egyptian diet and suited for the production of pasta and/or couscous. The sensory attributes of traditional couscous were significantly (p < 0.05) highly acceptable to the panelists.

Originality/value

These results lead to valuable addition and improvement of the Egyptian diet which consider The Sustainable Agricultural Development Strategy (SADS) towards 2030 in Egypt based on achieving higher rates of food security in strategic goods in regard to improve food quality and safety, especially Kamut wheat which produces high quality grains without artificial fertilizers and pesticides.

Details

World Journal of Science, Technology and Sustainable Development, vol. 9 no. 3
Type: Research Article
ISSN: 2042-5945

Keywords

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Book part
Publication date: 15 October 2008

Abstract

Details

Inequality and Opportunity: Papers from the Second ECINEQ Society Meeting
Type: Book
ISBN: 978-1-84855-135-0

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