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Open Access
Article
Publication date: 8 July 2019

Sandro Cabral and Claude Ménard

Building on the literature of hybrids in the context of public organizations, this paper aims to discuss under which conditions hybrids can adequately provide “critical…

Abstract

Purpose

Building on the literature of hybrids in the context of public organizations, this paper aims to discuss under which conditions hybrids can adequately provide “critical services”, a subset of public services characterized by their simultaneous exposure to externalities, socio-economic cohesion and legitimacy concerns.

Design/methodology/approach

The authors collect indications from two stylized examples, prisons and defense, to develop propositions as a step toward assessing the potential role of hybrids as alternatives to direct public provision or full privatization in the delivery of critical services.

Findings

This paper examines the conditions under which hybrid arrangements outperform the polar cases of public bureaus and full privatization in the delivery of a specific subset of public goods that the authors identify as “critical services”.

Originality/value

The authors suggest that there might be comparative advantages in relying on hybrid arrangements rather than the usual solutions of fully private or fully governmental provision. However, they also submit that these advantages are conditional to the capacity of hybrids to reconcile competing interests to achieve socio-economic cohesion, to combine capabilities dispersed among partners to benefit from positive externalities and to satisfy legitimacy concerns with respect to the role of government.

Details

RAUSP Management Journal, vol. 54 no. 3
Type: Research Article
ISSN: 2531-0488

Keywords

Article
Publication date: 7 October 2013

Sergiy Eugene Pogodayev

The purpose of this paper is the justification of a new conception of the marketing of works. The paper supports this new conception of the marketing of goods, works, and…

Abstract

Purpose

The purpose of this paper is the justification of a new conception of the marketing of works. The paper supports this new conception of the marketing of goods, works, and services instead of the existing conception of the marketing of goods and services. The paper also introduces new concepts of hybrid offerings.

Design/methodology/approach

The paper develops hypotheses on the basis of a hypothetical-deductive method, the application of analysis and synthesis for justification of the proposed concepts, and interviews with top marketing managers of shipyards to substantiate the necessity of marketing of works.

Findings

Marketing of works is a new line of marketing activity and a source of new hybrid offerings. A widened marketing of goods, works, and services must replace the existing marketing of goods and services, which does not apply completely in the sale of works. The main difference between works and services is an ability to change the market value of objects. “Goods+works” and “works+services” are the new particular hybrid offerings and “goods+works+services” is the new general hybrid offering.

Practical implications

Marketing of works plays a key role in many branches of industry, including house building, airplane production, the repair of vessels, the reclamation of land, and so on. Works are elements of the new hybrid offerings and the new marketing of goods, works, and services.

Originality/value

Initially, the new marketing of works appeared as a part of the marketing of industrial services. Conceptions of the marketing of works and the marketing of goods, works, and services are new results that develop the existing marketing of goods and services. The particular hybrid offerings “goods+works” and “works+services” and the general hybrid offering “goods+works+services” are also new results.

Details

Journal of Business & Industrial Marketing, vol. 28 no. 8
Type: Research Article
ISSN: 0885-8624

Keywords

Open Access
Article
Publication date: 16 March 2021

Tomi Rajala and Petra Kokko

This study examines unexplored horizontal accountability types between public, private and third sector actors within a hybrid organization. The case organization was…

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Abstract

Purpose

This study examines unexplored horizontal accountability types between public, private and third sector actors within a hybrid organization. The case organization was applying a novel alliance model to generate service paths for heterogeneous clientele consuming cultural, educational, health and social services. It was first to do so in Finland.

Design/methodology/approach

This research is on a case study that used documents and interviews to examine the design of the horizontal accountability. The descriptive analysis focused on identifying what type of formal accountability system was designed (i.e. who is the account holder, and who is accountable and for what and why).

Findings

An imbalanced accountability system was identified because accountability obligations were unevenly distributed between public, private and third sector actors. The private sector was the most accountable for performance, and the third sector (i.e. voluntary sector) was the least accountable. As account holders, the public, private and third sector actors were judging their conduct as account providers. This created a biased horizontal accountability system. The hybrid's accountability system was dynamic because the contracts made to establish the hybrid included opportunities to change horizontal accountability if future changes to the external environment affect too drastically the potential to achieve the hybrid's goals.

Originality/value

Three new concepts are proposed for studying dysfunctional accountability systems: dynamic, biased and horizontally imbalanced accountability.

Details

Accounting, Auditing & Accountability Journal, vol. 35 no. 3
Type: Research Article
ISSN: 0951-3574

Keywords

Article
Publication date: 7 September 2010

Shirshendu Ganguli and Sanjit Kumar Roy

This paper aims to identify the dimensions of service quality in the case of hybrid services.

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Abstract

Purpose

This paper aims to identify the dimensions of service quality in the case of hybrid services.

Design/methodology/approach

The service quality dimensions are identified using an exploratory factor analysis (EFA). Next the reliability and validity of the factors are established through confirmatory factor analysis (CFA) using AMOS.

Findings

The paper identifies nine service quality dimensions in the hybrid services – customer service, staff competence, reputation, price, tangibles, ease of subscription, technology security and information quality, technology convenience, and technology usage easiness and reliability.

Practical implications

The various dimensions of service quality should be viewed as the levers of improving perceived service quality in the minds of its current customers. Identifying the service quality dimensions in hybrid contexts can offer service providers valuable insights regarding on which aspects of the service to focus in order to improve customer satisfaction, loyalty, and commitment to the firm.

Originality/value

This paper introduces the concept of hybrid services, wherein a mix of technology and human interaction is used to produce and deliver services. Furthermore, since hybrid services have received little attention in the literature, the study addresses this gap by identifying a set of dimensions that are relevant for measuring service quality in hybrid contexts.

Details

Managing Service Quality: An International Journal, vol. 20 no. 5
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 9 March 2012

Frank J. Conaty

This paper explores the characteristics and organisational attributes of hybrid non‐profit organisation (NPO)/public sector settings to identify the particular challenges…

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Abstract

Purpose

This paper explores the characteristics and organisational attributes of hybrid non‐profit organisation (NPO)/public sector settings to identify the particular challenges presented for performance management and to further explore the extent to which such characteristics and attributes might impinge on a move to “performance governance” as a performance framework ideal type.

Design/methodology/approach

A preliminary case study of an Irish NPO/public sector hybrid organisation was used to ground a review of NPO and public sector performance management concepts and theoretical developments. The review focused on the implications of organisational characteristics/attributes of the hybrid case study organisation for performance management.

Findings

Five organisational characteristics/attributes are identified as central to the understanding of the challenges for performance management in such settings: inter‐stakeholder relationships; tensions across priority objectives; culture and institutional clashes; power distribution; and interdependent stress. Further, it is suggested that while the adoption of collaborative public sector models suggests a move toward performance governance, the performance challenges identified in the hybrid setting give rise to particular barriers to any substantive movement in that direction.

Originality/value

Performance of NPO/public sector hybrid organisations has only relatively recently attracted the attention of researchers. The paper contributes to this emerging area by identifying certain organisational characteristics/attributes particular to such hybrids that are critical to understanding the challenges for performance management in such settings.

Details

International Journal of Productivity and Performance Management, vol. 61 no. 3
Type: Research Article
ISSN: 1741-0401

Keywords

Article
Publication date: 3 July 2017

Ashish Thomas

The purpose of this paper is to focus on the evolving field of hybrid services within the customer service domain. The distinguishing characteristic of hybrid services is…

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Abstract

Purpose

The purpose of this paper is to focus on the evolving field of hybrid services within the customer service domain. The distinguishing characteristic of hybrid services is its rapid advancements and intersection of technology innovations mixed with customer service approaches.

Design/methodology/approach

Extensive research and analysis has identified numerous models to measure service quality and most of these models are derived from the SERVQUAL. Since SERVQUAL is not clearly focused to analyze the customer’s experience, the authors have used mixed methods of data collection. The two sources of data are both primary and secondary data. Primary source of research is semi-structured feedback with key operations manager and front line employees involved in the business process outsourcing industry. Secondary source of data is based on case studies of organizations engaged in information technology and ecommerce.

Findings

In this study, the author suggests multivariate hybrid pathways to streamline and deliver exceptional customer experience, which enhances the customer retention and firm’s competitive advantage. This study emphasizes on the imminent growth of hybrid services within the customer service domain. The distinguishing characteristic of hybrid services is its rapid advancements and intersection of technology innovations mixed with customer service approaches. The customers’ interactions with a firm are gaining proportional complexity due to the intercourse of human and technology interactions.

Originality/value

This study integrates the diverging but distinct pathways that influence customer experience. The study is centralized on the theme that there is a progressive dependence of human interactions with technological developments. It highlights the advent of new digital technologies that are the catalyst for personalized customer experiences.

Details

Business Process Management Journal, vol. 23 no. 4
Type: Research Article
ISSN: 1463-7154

Keywords

Article
Publication date: 6 August 2019

Gitosree Khan, Sabnam Sengupta and Anirban Sarkar

Service composition phenomenon based on non-scenario aspects are become the latest issues in enterprise software applications of the multi-cloud environment due to the…

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Abstract

Purpose

Service composition phenomenon based on non-scenario aspects are become the latest issues in enterprise software applications of the multi-cloud environment due to the phenomenal increase in a number of Web services. The traditional service composition patterns are hard to support the dynamic, flexible and autonomous service composition in the inter-cloud platform. To address this problem, this paper aims to describe a dynamic service composition framework (SCF) that is enriched with various structural and functional aspects of composition patterns in a cloud computing environment. The proposed methodology helps to integrate various heterogeneous cloud services dynamically to acquire an optimal and novel enterprise solution for delivering the service to the end-users automatically.

Design/methodology/approach

SCF and different composition patterns have been used to compose the services present in the inter-cloud architecture of the multi-agent-based system. Further, the proposed dynamic service composition algorithm is illustrated using a hybrid approach, where service are chosen according to various needs of quality of service parameters. Besides, a priority-based service scheduling algorithm is proposed that facilitates the automation of delivering cloud service optimally.

Findings

The proposed framework is capable of composing the heterogeneous service and facilitate the structural and functional aspects of service composition process in enterprise cloud-based applications in terms of flexibility, scalability, integrity and dynamicity of the cloud bus. The advantage of the proposed algorithm is that it helps to minimize the execution cost, processing time and get better success rate in delivering the service as per customer’s need.

Originality/value

The novelty of the proposed architecture coordinates cloud participants, automate service discovery pattern, reconfigure scheduled services and focus on aggregating a composite services in inter-cloud environments. Besides, the proposed framework supported several non-functional characteristics such as robustness, flexibility, dynamicity, scalability and reliability of the system.

Details

International Journal of Web Information Systems, vol. 15 no. 5
Type: Research Article
ISSN: 1744-0084

Keywords

Article
Publication date: 1 August 1999

Penny Garrod

In the Origin of Species, Charles Darwin sets out his observations on the evolution of species, and survival through adaptation to changing environments. Darwin‘s theories…

Abstract

In the Origin of Species, Charles Darwin sets out his observations on the evolution of species, and survival through adaptation to changing environments. Darwin‘s theories are applied to the current learning environment, which has undergone radical changes. It is argued that academic libraries and library staff need to adapt swiftly to the new learning environment, now that education is high on the political agenda. Institutions of higher education face stiff competition from a range of non‐traditional education providers, and information professionals also risk being usurped by other professions eager to become involved with the Internet. The hybrid information professional and the hybrid library are evaluated as survival strategies for the new learning environment. The history of the hybrid professional is traced through the literature, and initial findings from the hybrid library projects (Phase 3 of the Electronic Library Programme (eLib)) are evaluated.

Details

Aslib Proceedings, vol. 51 no. 6
Type: Research Article
ISSN: 0001-253X

Keywords

Article
Publication date: 8 June 2020

Lisa Dorigatti, Anna Mori and Stefano Neri

The paper examines the different trajectories of externalisation and the development of different kinds of welfare mix in three different sub-sectors of socio-educational…

Abstract

Purpose

The paper examines the different trajectories of externalisation and the development of different kinds of welfare mix in three different sub-sectors of socio-educational services: long-term care for the elderly, early childhood services and kindergartens. By integrating the industrial relations and comparative public administration literatures, it analyses the different rationales underpinning contracting-out decisions of Italian local governments.

Design/methodology/approach

The paper adopts a multi-method, multi-level approach: quantitative data on the provision of socio-educational services and the nature of the providers are combined with the analysis of 12 case studies of municipalities through 80 semi-structured interviews and documentary analysis.

Findings

The paper argues that differentials in labour regulation across the public/private divide and the consequent possibility to access labour markets characterised by cheaper labour and higher organisational flexibility are a key explanation in local governments' decisions to outsource. Despite labour market factors playing a prominent role, their relevance is significantly tempered by political and social factors and particularly by the strong opposition of citizens, personnel and trade unions to pure market solutions in the provision of such services. However, the centrality of these factors depends on the nature of the services: political sensibility against privatisation proved to be stronger in kindergartens, while services for the elderly were more frequently and less contentiously privatised.

Originality/value

The main contribution is the integration of the two research traditions to analyse patterns of outsourcing in the socio-educational services in Italy, showing that neither of them is able, alone, to explain the different private/public mix characterising different social and educational services.

Details

International Journal of Sociology and Social Policy, vol. 40 no. 11/12
Type: Research Article
ISSN: 0144-333X

Keywords

Article
Publication date: 12 July 2011

Christian Kowalkowski, Daniel Kindström and Lars Witell

Manufacturing firms primarily organise service provision internally, externally or through a hybrid arrangement. This paper aims to analyse how firm‐, offering‐, and…

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Abstract

Purpose

Manufacturing firms primarily organise service provision internally, externally or through a hybrid arrangement. This paper aims to analyse how firm‐, offering‐, and market‐specific factors influence the way in which a firm organises its service provision. In addition, the paper analyses the specific challenges that each organisational arrangement presents for a firm.

Design/methodology/approach

The study employed a qualitative, multiple‐case research design that involved seven manufacturing firms with different organisational arrangements for service provision.

Findings

Contrary to certain explicit assumptions, few firms organise for service provision solely through an in‐house organisation. Analysis of firms in a wide variety of industries has shown that the organisational arrangements (internal, external or hybrid configuration) are contingent on factors such as market strategy, customer relationships, product‐service linkages, internal competences and market channel characteristics.

Research limitations/implications

The paper is an initial attempt to understand the strategic choices that firms make in terms of inter‐organisational arrangements for service provision. The research should be extended by way of a cross‐sectional survey in order to test and further validate the importance of the determinants of the organisational arrangements for service provision.

Originality/value

The paper contributes to the service marketing and management literature by examining factors that determine whether firms organise for service provision internally, externally or through a hybrid configuration. Prior research has not explicitly addressed this issue.

Details

Managing Service Quality: An International Journal, vol. 21 no. 4
Type: Research Article
ISSN: 0960-4529

Keywords

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