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Article
Publication date: 3 April 2017

Minna Saunila, Tero Rantala, Juhani Ukko and Sanna Pekkola

Nowadays, maintenance companies form networks, where multiple organizations and actors can deliver value to the customers. Current literature does not take into account…

Abstract

Purpose

Nowadays, maintenance companies form networks, where multiple organizations and actors can deliver value to the customers. Current literature does not take into account how the value created by the entire network can be measured. The purpose of this paper is to address this research gap by identifying how the value created by the maintenance network as well as the participating individual organization can be measured simultaneously.

Design/methodology/approach

The research has been carried out using the qualitative research approach. The findings of the study are based on literature search as well as research processes carried out in two maintenance service networks.

Findings

The study presents a framework and propositions on how to measure network value in maintenance services. According to the results, the network value can be measured from the following five perspectives: financial capital, i.e., savings or growth; end customer capital such as the end customer satisfaction and recommending customers; network capital, i.e., know-how development and learning; sustainable capital such as business continuity and environmental safety; and relationship capital, such as reputation and new contacts.

Originality/value

Despite the increasing amount of literature on performance measurement in networks, theory is still lacking that reflects the complexity and dynamism when value is delivered to customers through maintenance networks. Significant novelty of the research is based on combining network, service, and value perspectives in performance measurement.

Details

International Journal of Quality & Reliability Management, vol. 34 no. 4
Type: Research Article
ISSN: 0265-671X

Keywords

Content available
Article
Publication date: 19 September 2018

Minna Saunila, Juhani Ukko and Tero Rantala

The purpose of this paper is to explore the different human factor characteristics that are emphasized when co-creating value through digital service capabilities.

Abstract

Purpose

The purpose of this paper is to explore the different human factor characteristics that are emphasized when co-creating value through digital service capabilities.

Design/methodology/approach

Empirical data are gathered from two small companies that deliver digital services and products in business-to-business markets.

Findings

The study highlights the role and importance of human factors as reflected in employees’ customer orientation while delivering digital service capabilities. The role of human factors also changes during the digital service production process.

Originality/value

Developing digital service capability is positively associated with value co-creation, but it requires new skills: firms need to evaluate their mechanisms for supporting continuous learning about the properties of digital technologies. To the authors’ knowledge, this is the first study to focus on the role of human factors in in developing digital service capabilities.

Details

Information Technology & People, vol. 32 no. 3
Type: Research Article
ISSN: 0959-3845

Keywords

Content available
Article
Publication date: 3 August 2021

Minna Saunila, Juhani Ukko, Mina Nasiri, Tero Rantala and Sariseelia Sore

The purpose of this paper is to analyze the connections between the capabilities of suppliers, buyer operations and the innovation performance of buyers in service-based…

Abstract

Purpose

The purpose of this paper is to analyze the connections between the capabilities of suppliers, buyer operations and the innovation performance of buyers in service-based supply chains. In particular, the authors use a construct of supplier capabilities comprising the capabilities needed to produce an online store and divided into capabilities related to the product, capabilities related to service delivery and capabilities related to the buyer-supplier relationship.

Design/methodology/approach

Data were collected with cross-sectional, random sampling from Finnish companies that have an active online store. A survey was used to collect data on managerial assessments of capabilities of a supplier, the operations of buyers and the innovation performance of buyers. Multiple regressions were used to test the hypotheses.

Findings

The results reveal that capabilities related to the buyer-supplier relationship are positively connected with the innovation performance of the buyer, but those related to the product and service delivery do not significantly influence the innovation performance of the buyer. The results show that the moderating influence of buyer operations on the relationship between capabilities related to the product and the innovation performance of the buyer is negative. The moderating influence of buyer operations on the relationship between capabilities related to service delivery and the innovation performance of the buyer is positive.

Research limitations/implications

Forming tight relationships with online store suppliers appears to be a successful way to attain innovation performance for online store operators. Online store operators should not expect supplier capabilities related to online store functionality and characteristics of online store delivery alone to improve their innovation performance.

Originality/value

Few studies use an e-business operations model to comprehend the role played by supplier capabilities in buyer innovation performance in service-based supply chains. Building on a resource-based view with inter-organizational management and e-business literature streams, the authors focus on three supplier capabilities and buyer operations to investigate their effects in terms of enhancing innovation performance.

Details

Journal of Global Operations and Strategic Sourcing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2398-5364

Keywords

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Article
Publication date: 20 September 2019

Tero Rantala, Juhani Ukko, Minna Saunila, Hanna Puolakoski and Hannu Rantanen

Because the global economy is increasingly driven by digital businesses, and digitalization affects the businesses of traditional industrial organizations, the need exists…

Abstract

Purpose

Because the global economy is increasingly driven by digital businesses, and digitalization affects the businesses of traditional industrial organizations, the need exists for a theory, and empirical understanding, that elucidates the actual value-creating elements. By focusing on traditional industrial organizations that are facing changes and transformation caused by the increase in digitalization, the purpose of this paper is to increase the understanding of the characteristics of creating sustainable customer value through digitality.

Design/methodology/approach

To increase the understanding of creating sustainable customer value through digitality among traditional industrial organizations, quantitative and qualitative methods of data collection were utilized in the study.

Findings

The results suggest that value creation through service process- and product-related elements constitutes improved company performance, whereas cost-related elements do not. In addition, when it comes to the role of digitality in value creation, results show that to generate benefits, digitality must be implemented in the company’s strategy and in an existing business model.

Originality/value

Despite the increasing amount of literature on value creation in the digitalized world, theory and empirical understanding that reflect the complexity and dynamism of the delivery of value to customers through digitality are still lacking. This study contributes to this research gap, by presenting the characteristics of sustainable customer value that contribute to value creation.

Details

World Journal of Entrepreneurship, Management and Sustainable Development, vol. 15 no. 4
Type: Research Article
ISSN: 2042-5961

Keywords

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Article
Publication date: 18 October 2018

Minna Saunila, Juhani Ukko and Tero Rantala

The purpose of this paper is to examine customer engagement behavior (CEB) in digital environments. Specifically, the paper seeks to determine the factors that affect CEB…

Abstract

Purpose

The purpose of this paper is to examine customer engagement behavior (CEB) in digital environments. Specifically, the paper seeks to determine the factors that affect CEB in the different parts of the digital service process.

Design/methodology/approach

A longitudinal, qualitative, single-case study is used to examine CEB in digital environments. The selected case company is a provider of streaming TV services. Both primary data, gathered from interviews, focus groups and participant observations in meetings with a selected focus group, and secondary data, gathered from company websites sources, were used.

Findings

This study shows that CEB is determined by different factors in different phases of the digital service process. Moreover, the results show that engagement is highlighted during the front-end phase of the process. During the back-end phase, the role of engagement is realized by maintaining and updating solutions.

Originality/value

The originality of the research is based on the study of CEB in the context of the digital service process. The factors that affect CEB are classified as customer-based, firm-based and context-based factors.

Details

Journal of Manufacturing Technology Management, vol. 30 no. 8
Type: Research Article
ISSN: 1741-038X

Keywords

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Article
Publication date: 22 July 2019

Pia Lappalainen, Minna Saunila, Juhani Ukko, Tero Rantala and Hannu Rantanen

The purpose of this paper is to examine the connection between performance management and employee engagement. More specifically, the authors address shortcomings in prior…

Abstract

Purpose

The purpose of this paper is to examine the connection between performance management and employee engagement. More specifically, the authors address shortcomings in prior literature where employee performance has been controlled narrowly as cognitive task accomplishment. Accumulating evidence shows, however, that such performance-mediating factors as employee engagement constitute critical antecedents of employee and organizational performance. They can most effectively be influenced by attending sensitively to employees’ individual differences, which are ultimately driven by motifs and dispositions.

Design/methodology/approach

The study takes a quantitative approach to exploring predictors of employee engagement. The analysis is based on a sample of 503 online survey respondents from knowledge-intensive organizations.

Findings

The results indicate that employee engagement is driven more by employees’ inherent attributes than environmental factors. The analysis refuted the connection between engagement and social orientation, self-regulation and conscientiousness. Instead, the factors associating with employee engagement were analytical thinking, extroversion, systems thinking, assertiveness and leadership.

Practical implications

In this paper, the authors put forth a novel conceptual model of performance management, introducing new and evidence-based foci for effective people management that expand task performance to contextual performance and supplement quantifying approaches to performance control with the qualifying methodology.

Originality/value

Departing from the previously dominating frameworks of performance management that focused on task performance, this work extends to contextual performance and considers also employees’ psychological traits.

Details

International Journal of Productivity and Performance Management, vol. 69 no. 9
Type: Research Article
ISSN: 1741-0401

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Article
Publication date: 4 September 2017

Juhani Ukko, Sanna Hildén, Minna Saunila and Kati Tikkamäki

The purpose of the study is to investigate how organizations can exploit performance management through reflective practice to foster innovativeness and performance.

Abstract

Purpose

The purpose of the study is to investigate how organizations can exploit performance management through reflective practice to foster innovativeness and performance.

Design/methodology/approach

A conceptual framework has been designed to link the studied concepts and to explicitly indicate current research gaps in the area. Moreover, the authors have conducted interventionist case studies to understand the interconnections between theory and practice.

Findings

This study showed that there are many possibilities with which to exploit performance management through reflective practice to foster innovativeness and performance. The study has three main implications. First, reflective practice can be learned and developed. Second, reflective practice is connected to innovativeness and performance. Third, performance management through performance measurement systems can assist in targeting the reflective practice.

Originality/value

New forms of performance measurement and management are receiving increasingly amount of attention, because the traditional forms of managing organizations do not fulfill the needs of rapidly changing environment. Prior studies maintain that a performance measurement and management supports the periodic execution of the same routines in organizations where changes are small or non-existent. In these forms, the role of reflection as an individual, collective or organizational practice is emphasized.

Details

Journal of Accounting & Organizational Change, vol. 13 no. 3
Type: Research Article
ISSN: 1832-5912

Keywords

Content available
Article
Publication date: 4 March 2021

Kari Lepistö, Minna Saunila and Juhani Ukko

This study examines whether certification improves the dimensions of total quality management (TQM) and whether the impact of certification is similar across companies of…

Abstract

Purpose

This study examines whether certification improves the dimensions of total quality management (TQM) and whether the impact of certification is similar across companies of different sizes and industries. The benefits of certification for companies have been widely discussed in recent years. The general debate has been partly marked by the dispute about whether companies will benefit more from certification or the implementation of TQM. This debate has led to numerous studies on the benefits of certification; however, few studies simultaneously have examined traditional TQM issues and the requirements of the new quality standard, ISO 9001: 2015, as well as the updated European Foundation for Quality Management (EFQM) criteria.

Design/methodology/approach

This study was conducted via a survey of Finnish SMEs and covered both industrial and service companies. The study comprehensively compared industrial companies with service companies and small companies with medium-sized companies.

Findings

In industrial and small enterprises, certification clearly has a positive effect on the dimensions of TQM, but a similar effect was not observed in medium-sized enterprises or in the service sector.

Originality/value

This is one of the first studies to examine the effect of certification on TQM in different types of SMEs while simultaneously considering EFQM and ISO 9001:2015 in Finland. The significant originality of this research lies in the formation of a comprehensive research framework for the dimensions of TQM.

Details

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

Keywords

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Article
Publication date: 7 November 2016

Sanna Pekkola and Juhani Ukko

The purpose of this paper is to examine how a performance measurement system (PMS) can be designed for a collaborative network and to identify which factors affect such a design.

Abstract

Purpose

The purpose of this paper is to examine how a performance measurement system (PMS) can be designed for a collaborative network and to identify which factors affect such a design.

Design/methodology/approach

This is a single-case study of a collaborative network. The data have been collected from semi-structured interviews conducted during 2008-2009 and after the design process in 2010 and 2012, respectively.

Findings

The research results present a five-step process model for designing a PMS for a collaborative network. The findings show that a participatory development style that enhances socialisation, the positive development of a network culture and an outside facilitator all have beneficial effects on the design process.

Practical implications

The practical contribution of this study is related to knowledge about the PMS design process for a collaborative network to support its measurement-related development projects. This knowledge involves the phases of such a process as well as the various factors supporting or hindering it.

Originality/value

The study presents a PMS design process for the case network, which can be utilised in other collaborative networks in a similar context. It also highlights the most essential practical experiences related to this process.

Details

International Journal of Operations & Production Management, vol. 36 no. 11
Type: Research Article
ISSN: 0144-3577

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Article
Publication date: 13 January 2014

Minna Saunila, Sanna Pekkola and Juhani Ukko

– The purpose of this paper is to discuss whether performance measurement moderates the relationship between innovation capability and firm performance.

Abstract

Purpose

The purpose of this paper is to discuss whether performance measurement moderates the relationship between innovation capability and firm performance.

Design/methodology/approach

The study was conducted through a web-based survey in small- and medium-sized enterprises (SMEs). A total of 311 responses were received from a sample of 2,400 randomly selected SMEs.

Findings

Consistent with predictions, the link between innovation capability and firm performance is significant in the presence of performance measurement. Performance measurement can thus be used as a tool for improving the performance of SMEs through innovation capability.

Practical implications

Using the results of this study, practitioners can improve their innovation capability through performance measurement by taking better account of various aspects.

Originality/value

Previous research has studied the effects of performance measurement, but not in the area of innovation management. Previous research has also showed that measurement has positive effects on innovation capability. The present study goes one step further by investigating the impacts of measurement on the relationship of multiple aspects of innovation capability and firm performance.

Details

International Journal of Productivity and Performance Management, vol. 63 no. 2
Type: Research Article
ISSN: 1741-0401

Keywords

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