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While the understanding of customer satisfaction is a key success factor for service enterprises, existing elicitation approaches suffer from several drawbacks such as high manual effort or delayed availability. However, the rise of analytical methods allows for the automatic and instant analysis of encounter data captured during service delivery in order to identify unsatisfied customers.

Based on encounter data of 1,584 IT incidents in a real-world service use case, supervised machine learning models to predict unsatisfied customers are trained and evaluated.

We show that the identification of unsatisfied customers from encounter data is well feasible: via a logistic regression approach, we predict dissatisfied customers already with decent accuracy—a substantial improvement to the current situation of “flying blind”. In addition, we are able to quantify the impacts of key service elements on customer satisfaction.

The possibility to understand the relationship between encounter data and customer satisfaction will offer ample opportunities to evaluate and expand existing service management theories.

Identifying dissatisfied customers from encounter data adds a valuable methodology to customer service management. Detecting unsatisfied customers already during the service encounter enables service providers to immediately address service failures, start recovery actions early and, thus, reduce customer attrition. In addition, providers will gain a deeper understanding of the relevant drivers of customer satisfaction informing future new service development.

This article proposes an extendable data-based approach to predict customer satisfaction in an automated, timely and cost-effective way. With increasing data availability, such AI-based approaches will spread quickly and unlock potential to gain important insights for service management.

A work orientation represents a person’s beliefs about the meaning of work – the function work plays in the person’s life and the constellation of values and assumptions the person holds about the work domain. Research has suggested that adults tend to favor one of three primary work orientations: job, career, or calling. Empirical studies have shown that adults with different primary work orientations tend to experience different work and career outcomes; however, scholars have not analyzed how or why an individual first develops a work orientation. In this study, we take a first step toward investigating the origins of adults’ work orientations.

We propose hypotheses drawing on extant literature on the development of work values and occupational inheritance. We test hypotheses using a retrospective research design and survey methodology, with a sample of working adults.

Work orientations are developed through socialization processes with parents during adolescence. There are different patterns of development across the three work orientation categories: stronger calling orientations are developed when both parents possess strong calling orientations; stronger career orientations develop in accordance with fathers’ career orientations; and job orientations are related more to the nature of the adolescent’s relationship with parents than with parents’ own work orientations.

This research provides the first empirical study of the origin and development of work orientations.

This research offers insight into ways generations are connected through the perceived meaning of their work, even as the nature of work changes. We encourage future scholars to use this as a starting point for research on the development of work orientations, and to continue exploring these questions using additional methods, particularly longitudinal study designs.

This study extends the current literature in the context of European countries by showing that women's participation on the board can enhance the financial performance of a company while moderated by many cultural factors.

This study examines 19 European countries throughout the period 2010–2020. The time-invariant or individual fixed-effect models are used.

The authors found that high power distance and masculinity undermine the impact of board gender diversity on firm performance. The gender-diverse board reports a statistically significant negative impact on return on asset (ROA) and return on equity (ROE) while moderated by the power distance index.

This research will be of significant value to the board directors, practitioners and the concerned authority who desire to polish up the firm performance of European countries that are governed by cultural norms.

The purpose of this paper is to propose a theoretically sound and empirically tested classification system composed of purchasing strategic categories as a basis for purchasing portfolio models.

An international, cross‐industry survey has been designed to assess the characteristics and corresponding strategies of the purchasing categories.

The paper operationalises the constructs derived from previous scientific contributions related to purchasing portfolio management and transaction cost economics (TCE) to empirically test the purchasing portfolio. In total, four different types of strategic categories have been identified, and distinctive competitive priorities have been found.

Managers might be able to identify different types of purchasing strategic categories, whose characteristics drive specific purchasing strategies. Longitudinal data and more extensive tests of the characteristics of each category might contribute to improving the proposed research framework.

The research overcomes some of the classical limits of purchasing portfolio models, including the absence of a theoretical and empirical basis. In particular, TCE is used to support and expand traditional purchasing portfolio approaches, and a broad empirical base is used to test such an approach.

This study aims to explore how project-based firms, which generally organize most of their work around temporary projects in discontinuous and fragmented types of business contexts, proactively formulate and implement digital transformation strategies under institutional pressures in a predigital era.

An exploratory case study was conducted in a large-scale construction company in China using multiple data collection methods, including semistructured interviews, documentation collection and observation.

An integrated framework is developed to conceptualize three key dimensions of digital transformation strategies of project-based firms: strategic adaptation for organization-environment fit through balancing the internal efficiency needs with the external legitimacy pressures; proactive business transformation through comprehensively managing the roles of digital technologies in optimizing defined business processes and fostering new business models; and delicate organizational transformation to integrate temporary project-level operation processes with ongoing firm-level business processes.

This study represents an exploratory effort to empirically investigate how project-based firms strategically organize complex digital transformation imperatives in their discontinuous and fragmented business contexts. The findings contribute to deepened understandings of how complex organizational and environmental contexts can be comprehensively managed for systemic business and organizational transformations to leverage the value of emerging digital technologies for project-based organizations.

The study aims to demonstrate how different arrangements and characteristics of institutions can generate or mitigate uncertainty thereby facilitating or hampering the possibilities of entrepreneurial action.

This is a conceptual paper that advances the theoretical understanding of the relationship between entrepreneurial uncertainty and the different institutional levels, their characteristics and their interplay.

Entrepreneurial uncertainty also comes from the institutional environment and this has direct impact on the propensity to take action. The characteristics of the different institutional levels, in specific, their quality, stability, alignment and the burden imposed by L2 impact in the emergence of entrepreneurial uncertainty.

This is a conceptual paper that makes a number of theoretical suggestions which need to be further analyzed by empirical work.

The findings suggest that different institutional levels need to be dealt with differently by research studies and institutional agents, including policy makers. Among others, the findings also suggest that stability is key to entrepreneurship and that the benefits of high quality regulation can be undermined by its excessive burden, reducing entrepreneurial action and harming development.

Institutional actors should provide stability and allow for the improvement of the environment overall. Specifically, policy makers should aim at good quality regulation that is valid across the board, that provides stability and gives room for improvement of the institutions. Policy makers should refrain from trying to foster specific industries; they should instead provide a leveled playing field without trying to direct the entrepreneurial efforts towards an industry or geographic region and without being overly demeaning.

This research breaks new ground. It unites ideas from entrepreneurship and institutions suggesting a novel, much more nuanced approach to their interplay. The results can be used by scholars in the fields of entrepreneurship, institutions and economic development. They also have the potential to help to educate policy makers in their quest to improve the context for entrepreneurs.

The purpose of this paper is to provide a comprehensive review of scholarly literature on community-based enterprise (CBE) through a bibliometric analysis and to comprehend the qualitative dimensions of research in this specific field.

The study is based on scholarly papers indexed in Scopus from 1990 to 2021. The bibliometric analysis focuses on journals, documents, writers, organizations and countries. VOSviewer is used for network visualization mapping of citation, co-citation, bibliographic coupling and co-occurrence of keywords.

The analysis of the bibliometric aspects of CBE literature reveals an upward trend in publication of CBE documents, with a significant increase of research productivity in the past few years. This behaviour shows that CBE is becoming increasingly popular among academics and practitioners. The document “Toward a theory of community based enterprise” by Ana Maria Peredo is the most cited document. USA has so far published the maximum number of documents in this field.

This study provides an overview of the current state of research in the subject as well as the primary themes explored in this burgeoning discipline, with the potential to help the researchers identify new topics and gaps that need to be investigated further.

This work contributes to the literature by conducting a bibliometric analysis that has not yet been explored. It gives an overview of the field’s organization as well as specifics on the major issues explored in this discipline.