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Article
Publication date: 9 April 2021

Pia Ellimäki, J. Alberto Aragón-Correa and Nuria Esther Hurtado-Torres

Strategic literature has focused on how economies of scale in a firm offering outsourcing may generate incentives for clients to increase the outsourced services, but there has…

Abstract

Purpose

Strategic literature has focused on how economies of scale in a firm offering outsourcing may generate incentives for clients to increase the outsourced services, but there has been limited research on how the clients’ features may influence the scope of services that they hire with an outsourcing provider. This study analyzes whether a client’s efficiency motivates it to increase ties with a specific provider of knowledge-intensive services in the context of business process outsourcing (BPO). We further explore whether industry conditions moderate the relationship.

Design/methodology/approach

A research framework is developed consisting of three main hypotheses. We combine industry data and proprietary and financial data from a longitudinal sample of 107 client firms of a multinational outsourcing service provider to test our hypotheses.

Findings

We find that more efficient firms hire more services from an outsourcing provider and that the munificence of the client firm’s industry positively moderates this relationship. Our results suggest that efficient clients can better keep transaction costs under control when accessing, assimilating, and exploiting the knowledge embedded in an expanded set of services provided by an outsourcing supplier.

Originality/value

This study extends the absorptive capacity perspective by showing that a client’s efficiency reinforces its opportunities to absorb knowledge-intensive services from a supplier when expanding the range of operations in the context of BPO.

Details

Management Decision, vol. 59 no. 12
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 25 May 2023

Dorothea Kossyva, Georgios Theriou, Vassilis Aggelidis and Lazaros Sarigiannidis

This study aims to explore talent retention in knowledge-intensive industries by investigating the mediating processes between the existence and application of human resource…

1013

Abstract

Purpose

This study aims to explore talent retention in knowledge-intensive industries by investigating the mediating processes between the existence and application of human resource management (HRM) and employee turnover. Toward this end, drawing on the conservation of resources and job demands–resources theories, a three-dimensional model is examined, which includes the relationship between HRM, knowledge management (KM) and change management (CM), as well as their relationship with employee engagement and employee turnover intention.

Design/methodology/approach

The proposed research model has been studied with a sample of 168 talented employees in over six European countries, using a quantitative approach, involving the structural equation modeling method. All data were gathered by a multidimensional questionnaire via prolific, an academic crowdsourcing platform.

Findings

Results indicated that knowledge-intensive services firms may achieve higher talent retention through the interaction of HRM with KM and CM practices, which may lead to enhanced employee engagement.

Research limitations/implications

Possible limitations of the study include the relatively small sample size, the self-rate questions for the collection of data and the use of cross-sectional data.

Practical implications

To retain their talented employees, organizations should identify ways to improve their HRM, CM and KM practices. In addition, HR practitioners ought to include their talented employees in all organizational change and KM processes and create mechanisms that successfully support knowledge acquisition, creation, sharing, retention and codification.

Originality/value

To the best of the authors’ knowledge, this is the first study to examine various factors of retaining talented employees in knowledge-intensive services. Furthermore, the study took place in six European countries, i.e. UK, Poland, Italy, Germany, Portugal and Greece, where the research on talent retention is very limited.

Details

Journal of Knowledge Management, vol. 28 no. 2
Type: Research Article
ISSN: 1367-3270

Keywords

Article
Publication date: 12 September 2016

Stephen Chen and Nidthida Lin

This paper aims to propose a new theoretical perspective on the organizational design of offshoring service organizations by adopting an information processing perspective which…

Abstract

Purpose

This paper aims to propose a new theoretical perspective on the organizational design of offshoring service organizations by adopting an information processing perspective which incorporates the factors of collaborative information technologies, task commoditization and global customer service delivery that are characteristic of modern-day knowledge-intensive service (KIS) organizations.

Design/methodology/approach

The authors analyze data from a large multiyear survey of offshoring service providers conducted in 12 countries.

Findings

The authors show how use of collaborative technology is significantly and positively related to spatial and configurational dispersion, task commoditization is significantly and positively related to spatial and temporal dispersion and need for global customer presence is not related to spatial, temporal or configurational dispersion.

Research limitations/implications

The paper integrates concepts from management information system (MIS), operations management and international business to show how collaborative technology, task characteristics and customer service requirements affect the global dispersion of KISs.

Practical implications

The results show how use of collaborative technology, task characteristics and global customer service requirements need to be jointly considered in the global dispersion of activities by KIS providers.

Originality/value

The study sheds light on the effect of the key factors on different dimensions of global dispersion (i.e. spatial/temporal/configurational dispersion) in offshoring service provider organizations. Second, it shows how the traditional information processing perspective on organizations can be updated and applied to KIS organizations by incorporating the factors of global collaborative information technologies, task commoditization and global customer service.

Article
Publication date: 1 December 2004

Patrick McCole and Elaine Ramsey

This article reports a study of e‐business adoption among SMEs in the knowledge‐intensive service sector in three countries, the results of which contain a number of practical…

2232

Abstract

This article reports a study of e‐business adoption among SMEs in the knowledge‐intensive service sector in three countries, the results of which contain a number of practical lessons and some much needed encouragement to laggards. The new spatial possibilities of internet‐based technologies provide a powerful route to innovative marketing strategies. Consequently, organisations of all sizes are finding it necessary to establish a web presence to increase their ability to survive in an increasingly dynamic and competitive business environment. Strategically, firms need to be creative and innovative in order to deal effectively with the e‐marketing opportunities the internet can deliver. The findings of a comparative study conducted in Northern Ireland, the Republic of Ireland and New Zealand provide evidence of primitive and localised exploitation of the technology, a general lack of enthusiasm about its possibilities, and a perception that there are many barriers to successfully adding value at the customer interface. It is hoped that the somewhat pessimistic tone of the analysis will be taken as an opportunity to win competitive advantage in the knowledge‐intensive service sector, rather than a reason to postpone adoption of internet‐enabled technology.

Details

Marketing Intelligence & Planning, vol. 22 no. 7
Type: Research Article
ISSN: 0263-4503

Keywords

Article
Publication date: 16 January 2017

Bart Kamp and Iñigo Ruiz de Apodaca

The purpose of this paper is to test whether knowledge-intensive business services (KIBSs) contribute to international business activity. In line with studies from the…

Abstract

Purpose

The purpose of this paper is to test whether knowledge-intensive business services (KIBSs) contribute to international business activity. In line with studies from the servitization, the territorial competitiveness and the global value chain realm, it can be hypothesized that if KIBS consumption has a positive effect on business competitiveness, a correlation is discernible between “intensity of KIBS uptake” and “turnover and export performance at industrial sector level”.

Design/methodology/approach

To test this hypothesis, the authors make use of input-output tables from the Basque Country for the period 2000-2012 and regional accounts regarding turnover and export per sector and calculate how consumption of a series of KIBS correlates with turnover and export evolution for 14 industrial sectors.

Findings

The authors find a strong fit between consumption of KIBSs and international competitiveness parameters for the industrial sectors screened.

Research limitations/implications

The authors postulate that the use of KIBS is beneficial for consuming industries. Accordingly, the authors posit that having a sound KIBS basis in a territory contributes to (international) business competitiveness, and that industrial policies should foster the rapprochement of manufacturing sectors to KIBS. At the same time, the authors assume that reverse causalities may be at play (international competitiveness of manufacturing sectors boosts KIBS consumption through backward linkage effects).

Practical implications

The paper posits that having a sound KIBS basis in a territory contributes to international business competitiveness, and that industrial policies should foster a rapprochement of manufacturing sectors to KIBS. A further implication would be to look after a minimum critical mass and or to engage in KIBS capacity building in a territory. Absence of competitiveness-enhancing KIBS in a region may hamper business performance and staying power of user industries. The paper’s findings also imply that the posture of manufacturing firms towards uptake of knowledge-intensive services matters, and that fostering their proactiveness to interact with KIBS is indicated. Similarly, they form an argument in favour of considering KIBS as active subject matters for industrial policy design.

Originality/value

Amidst the several perspectives adopted upon KIBS’ role to foster business and territorial competitiveness, what is largely absent is the examination of how uptake of KIBS by respective sectors relates to the turnover or export evolutions that the sectors in question reveal. Consequently, the present paper sets out to examine this research question.

Details

Competitiveness Review: An International Business Journal, vol. 27 no. 1
Type: Research Article
ISSN: 1059-5422

Keywords

Article
Publication date: 20 June 2016

Aku Valtakoski and Katriina Järvi

The purpose of this paper is to study the antecedents of service innovation success in the knowledge-intensive business services context, especially why the participation of…

2067

Abstract

Purpose

The purpose of this paper is to study the antecedents of service innovation success in the knowledge-intensive business services context, especially why the participation of frontline employees and multiple organizational units is not enough for succeeding in knowledge-intensive service productization.

Design/methodology/approach

A multiple-case study of two polar cases with longitudinal data, participant observation, and key personnel interviews.

Findings

Case evidence indicates that frontline employee participation and cross-unit collaboration are not sufficient antecedents for successful service productization. Instead, to facilitate employee knowledge sharing, managers need to align the project goals with the goals of participating employees, and promote trust among the project workgroup. Moreover, to enable effective cross-unit collaboration, managers need to facilitate the establishment of common vocabulary for productization work and services, and to resolve any emerging conflicts between participating organizational units.

Practical implications

The findings indicate the importance of enabling knowledge sharing and cross-unit collaboration for service productization. The identified antecedents translate to practical strategies for achieving these. The results also highlight the importance of bottom-up service innovation, and the management of service innovation on the group level.

Originality/value

The study indicates that common antecedents for successful service innovation may not be sufficient in the knowledge-intensive context, calling into question the assumptions about individual and group behavior in service innovation, and suggesting the importance of multi-level perspective on service innovation.

Details

Journal of Service Management, vol. 27 no. 3
Type: Research Article
ISSN: 1757-5818

Keywords

Book part
Publication date: 12 November 2010

Alicia Rodríguez and María Jesús Nieto

Purpose – The main aim of this chapter is to analyse the implications of innovation and, directly and indirectly, of cooperation on the internationalisation of knowledge-intensive

Abstract

Purpose – The main aim of this chapter is to analyse the implications of innovation and, directly and indirectly, of cooperation on the internationalisation of knowledge-intensive business services (KIBS). Specifically, we analyse the potential impact of innovation capability on the propensity of KIBS to internationalise. We also look at whether cooperation has any influence on the international growth of these firms or on their innovation results.

Methodology/approach – This is an empirical research. Empirical analyses are based on information provided by the Spanish Technological Innovation Panel data for the period 2003–2005. Tobit and probit models are estimated to test our hypotheses.

Findings – The empirical findings support all our theoretical hypotheses. A positive relationship between cooperation, innovation and internationalisation of KIBS is also found. Thus, the results confirm the relevance of innovation for internationalisation. KIBS that establish collaborative relationships find access to international markets easier and improve their innovation capability. In these terms, cooperation is found to be directly and indirectly related with internationalisation in KIBS.

Originality/value of paper – The services sector is the most important sector in Spain and Europe nowadays, and it is the sector that has experienced the fastest growth in recent years. However, the research efforts it has received have not been commensurate with its size and role in international commerce. In general, the literature has paid scant attention to the relationships between innovation and internationalisation in services sectors, and more specifically, among KIBS. This chapter sheds light on this topic.

Details

Reshaping the Boundaries of the Firm in an Era of Global Interdependence
Type: Book
ISBN: 978-0-85724-088-0

Article
Publication date: 8 May 2018

Pasquale del Vecchio, Giustina Secundo and Giuseppina Passiante

The purpose of this paper is to contribute to the scientific debate on innovation in tourism by focusing on modularity as emerging approach for creating personalized tourism…

Abstract

Purpose

The purpose of this paper is to contribute to the scientific debate on innovation in tourism by focusing on modularity as emerging approach for creating personalized tourism experiences. The focus on modularity has two objectives. The first is to demonstrate that tourism offering can be conceived as bundles of products and services with growing relevance of knowledge; the second is to highlight how its adoption by tourism firms can enhance their competitiveness and contribute to assuring greater involvement of tourists in co-creating travel experiences.

Design/methodology/approach

The study adopts an exploratory approach based on multiple case studies to analyze two innovative tourism companies located in the Apulia region (Southern Italy).

Findings

Categorized as integrators of a wide set of tourist products and services, the cases provide a consistent scenario for deepening understanding of the meaning of modularity in tourism.

Research limitations/implications

The study offers an original contribution in determining the meaning of modularity in the field of knowledge-intensive services by demonstrating that the adoption of a modularity approach in the designing and offering by tourism companies can provide interesting benefits for their competitiveness and the greater satisfaction of customers.

Practical implications

The study offers implications for companies and decision makers involved in delivering more personalized tourism experiences.

Originality/value

Elements of originality can be identified in this contribution to the extension of studies on modularity in the service sector as well as for its strategic contribution at the co-creation of personalized tourism experience.

Details

EuroMed Journal of Business, vol. 13 no. 1
Type: Research Article
ISSN: 1450-2194

Keywords

Article
Publication date: 13 March 2007

Heiner Evanschitzky, Dieter Ahlert, Günther Blaich and Peter Kenning

The main purpose of this paper is to analyze knowledge management in service networks. It analyzes the knowledge management process and identifies related challenges. The authors…

4242

Abstract

Purpose

The main purpose of this paper is to analyze knowledge management in service networks. It analyzes the knowledge management process and identifies related challenges. The authors take a strategic management approach instead of a more technology‐oriented approach, since it is believed that managerial problems still remain after technological problems are solved.

Design/methodology/approach

The paper explores the literature on the topic of knowledge management as well as the resource (or knowledge) based view of the firm. It offers conceptual insights and provides possible solutions for knowledge management problems.

Findings

The paper discusses several possible solutions for managing knowledge processes in knowledge‐intensive service networks. Solutions for knowledge identification/generation, knowledge application, knowledge combination/transfer and supporting the evolution of tacit network knowledge include personal and technological aspects, as well as organizational and cultural elements.

Practical implications

In a complex environment, knowledge management and network management become crucial for business success. It is the task of network management to establish routines, and to build and regularly refresh meta‐knowledge about the competencies and abilities that exist within the network. It is suggested that each network partner should be rated according to the contribution to the network knowledge base. Based on this rating, a particular network partner is a member of a certain knowledge club, meaning that the partner has access to a particular level of network knowledge. Such an established routine provides strong incentives to add knowledge to the network's knowledge base

Originality/value

This paper is a first attempt to outline the problems of knowledge management in knowledge‐intensive service networks and, by so doing, to introduce strategic management reasoning to the discussion.

Details

Management Decision, vol. 45 no. 2
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 11 October 2019

Malgorzata Zieba and Paweł Kończyński

This paper aims to explore the topic of client co-production in knowledge-intensive business services (KIBS). The paper first sketches a theoretical background and reviews…

Abstract

Purpose

This paper aims to explore the topic of client co-production in knowledge-intensive business services (KIBS). The paper first sketches a theoretical background and reviews previous studies on factors affecting successful client co-production in such companies and then examines these factors via case study research among a small KIBS company and its five customers.

Design/methodology/approach

The paper is based on an in-depth analysis of literature devoted to client co-production in KIBS firms and on the results of case studies analysis. The authors explore theoretically and empirically the perception of factors behind a successful client co-production process of a KIBS company from the point of view of both customers and service provider. The examination resulted in the clarification of what a successful client-KIBS firm cooperation should look like and what kind of actions KIBS firms should undertake to provide it.

Findings

As the analysis shows, to perceive client-KIBS firm cooperation as successful, customers desire on hand immediate effects that would justify and compensate their time and money investments (e.g. new clients or brand recognition) and on the other hand, some of them desire positive changes in longer-term, which tangible form is associated with the newly obtained knowledge and more importantly, freshly developed and written strategy. Among the factors that influence the co-production process one can list teamwork, trust, communication and knowledge flows.

Research limitations/implications

Research results are limited to one KIBS company operating in Poland and its five customers. As such, they are not conclusive for the whole KIBS sector. The findings of both literature review and case study analysis indicate that there are several outcomes that are expected from the point of view of a KIBS customer when selecting the service of a KIBS company. The paper examines important aspect of service co-production and provides practical guidelines how cooperation between KIBS firms and their customers should look like.

Practical implications

The paper examines the relationship between a client and a KIBS company and explores the factors influencing the successful outcome of this relation. The paper provides guidelines on how this type of relation should be handled by managers or owners of KIBS firms.

Originality/value

The paper contributes to the literature on KIBS firms, especially in the scarce area of practical mechanics of their cooperation with customers. The paper also suggests further research possibilities in this area.

Details

Kybernetes, vol. 49 no. 1
Type: Research Article
ISSN: 0368-492X

Keywords

21 – 30 of over 7000