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1 – 10 of over 8000
Article
Publication date: 31 January 2018

Rachel W.Y. Yee, Peter K.C. Lee, Andy C.L. Yeung and T.C.E. Cheng

Employee learning is imperative in the dynamic service environment; yet, much is still unknown about its strategic importance. The purpose of this paper is to extend the…

Abstract

Purpose

Employee learning is imperative in the dynamic service environment; yet, much is still unknown about its strategic importance. The purpose of this paper is to extend the understanding of learning by focusing on the strategic importance of learning goal orientation (LGO) in customer-contact employees in service industries characterized with high customer contact.

Design/methodology/approach

This paper adopts the multi-method approach by conducting two studies in the high-contact service sector. Study 1 is a large-scale, multiple-respondent survey that investigates the associations between LGO and its antecedents and performance outcomes. To supplement study 1, study 2 embraces case studies that identify the managerial supportive practices and outcomes of customer-contact employees’ learning behaviors.

Findings

The results of study 1 demonstrate that employees’ affective organizational commitment does not yield higher-quality services unless the service employees are learning oriented. The findings of study 1 also indicate that management commitment to service quality has positive effects on both LGO and affective organizational commitment. In study 2, the results reveal the practical methods that managers can employ to effectively promote such activities.

Originality/value

This research offers novel insights into research on learning by showing the strategic importance of LGO to enhancing high-contact service firms’ performance and the practical means of fostering LGO in customer-contact employees.

Details

Management Decision, vol. 56 no. 4
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 2 October 2018

Yefei Yang, Antonio K.W. Lau, Peter K.C. Lee, Andy C.L. Yeung and T.C. Edwin Cheng

The Chinese Government encourages firms to diffuse their operational-level environmental management (EM) into their organization’s mission and strategy to develop…

2723

Abstract

Purpose

The Chinese Government encourages firms to diffuse their operational-level environmental management (EM) into their organization’s mission and strategy to develop strategic EM to promote sustainable development. The purpose of this paper is to utilize two concepts of institutional theory (isomorphic pressures and decoupling behavior) to assess how different institutional forces arising from Chinese macro-level factors (market pressure, business turbulence, legal voids, carbon policy, structural-level governmental interference and guanxi with government) influence the efficacy of strategic EM.

Design/methodology/approach

In partnership with a major consulting firm in China, the authors collect multi-informant survey data from 183 manufacturing firms drawn from a variety of industries for testing the hypotheses posited.

Findings

The efficacy of strategic EM in the sampled firms is confirmed by the positive association with environmental performance. The authors also find that the efficacy of strategic EM is weakened by market pressure, business turbulence and legal voids, whereas it is strengthened by structural-level governmental interference. However, carbon policy and guanxi with government do not impact it significantly.

Research limitations/implications

To extend the findings on the environmental importance of strategic EM, future research can develop and validate a management framework to guide the adoption of strategic EM. With regard to the four valid macro-level factors influencing the efficacy of strategic EM, future research can identify the reasons (e.g. conflict with corporate functions) behind them to aid manufacturers to mitigate their negative influence or enhance the positive influence on strategic EM.

Social implications

China’s Government and its manufacturers (or those sharing a similar institutional environment) can expand the scope of their EM efforts from operational-level EM practices to strategic EM. The findings on the valid macro-level factors have led to practical suggestions for government bodies and manufacturers to improve the efficacy of strategic EM adoption. Overall, the implications help achieve the higher levels of firm-level environmental performance and alleviate the global pollution problem.

Originality/value

A particular value of this work lies in the demonstration of combining institutional theory (organization decoupling, isomorphic pressures) with practical consideration such as guanxi with government in the particular institutional environment of China to help address an important and context-related problem, environmental performance.

Details

International Journal of Operations & Production Management, vol. 39 no. 1
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 29 October 2020

Yefei Yang, Ciwei Dong, Xin Yao, Peter K.C. Lee and T.C.E. Cheng

With the development of social media and Internet technology, many firms have started to use various crowdsourcing innovation platforms to operate their open innovation…

Abstract

Purpose

With the development of social media and Internet technology, many firms have started to use various crowdsourcing innovation platforms to operate their open innovation business modes. The purpose of this study is to explore how such platforms' assurance mechanisms enhance the effectiveness of crowdsourcing innovations and how to apply assurance mechanisms to handle different innovation tasks, thereby motivating more seekers to use crowdsourcing innovations.

Design/methodology/approach

The authors use a Python-based technology to collect the research data comprising 2,302 solvers and 8,390 trade records from zbj.com and apply statistical methods to test the postulated hypotheses.

Findings

The effectiveness of assurance mechanism is confirmed by its positive relationship with solver's behaviour, thereby improving seeker's retention behaviour. However, task complexity, task novelty and task professionalization have different moderating effects on the relationships among assurance mechanism, solver's (innovator's) behaviour and seeker's behaviour.

Research limitations/implications

This study enriches the literature on crowdsourcing innovations and extends the application of uncertainty reduction theory to innovation research. It also makes the theoretical contribution that the assurance mechanism adopted by the platform has different impacts on user's behaviour depending on the task characteristics.

Practical implications

The findings provide guidance to the platform operator on how to design the assurance mechanism to match the innovation task and innovator's behaviour to reduce seeker's uncertainty, thereby facilitating the seeker's decision-making.

Originality/value

A particular value of this study lies in exploring the impact of the platform assurance mechanism of social media-based crowdsourcing innovations on innovator's behaviour, which may further improve seeker's behaviour, based on uncertainty reduction theory.

Details

Industrial Management & Data Systems, vol. 121 no. 2
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 23 March 2012

Billy T.W. Yu, W.M. To and Peter K.C. Lee

This paper aims to explore the practice of quality management framework as a strategic tool for public management.

4199

Abstract

Purpose

This paper aims to explore the practice of quality management framework as a strategic tool for public management.

Design/methodology/approach

The paper starts with a basic process‐based model; it then enhances the model with the quality management principles for continuous improvement. With identification of concerned factors from the literature, it examines their usefulness in the quality management system.

Findings

An empirical analysis on the framework identifies eight factors: factual approach to decision making, use of quality tools, customer focus, leadership, involvement of people, process approach, mutually beneficial supplier partnership and internal results. The framework shows that leadership and customer focus are much more important than previously anticipated for successful implementation of quality management system.

Research limitations/implications

Managers in public organizations must realize that all high performance organizations, whether private or public, are by principle customer‐driven. In addition, it is imperative for them to enhance their leadership as it is essential for effective quality improvement.

Originality/value

While the effect of adopting a quality management system on organizational performance has been well documented, the underlying mechanism about how the system works has yet to be empirically identified. This paper contributes to the literature by addressing such a gap and presenting a causal model for quality management principles.

Article
Publication date: 6 January 2012

W.M. To, Peter K.C. Lee and Billy T.W. Yu

The purpose of this paper is to explore the extent of implementing management system standards among ISO (and other) certified companies in the Pearl River Delta and its…

2993

Abstract

Purpose

The purpose of this paper is to explore the extent of implementing management system standards among ISO (and other) certified companies in the Pearl River Delta and its effect on the perceived benefits.

Design/methodology/approach

A cross‐sectional survey of certified companies was carried out using a self‐administrated questionnaire. A total of 157 companies participated in the study.

Findings

It was found that the majority of the responding companies implement more than one standardized management system, mostly adopting the quality management, environmental management, and occupational health and safety management systems (i.e. ISO9001, ISO14001, and OHSAS18001). Results show that companies certified to ISO9001 and ISO14001 gain more benefits than the others.

Research limitations/implications

The study shows that companies implementing multiple management systems can have better corporate performance, product quality, and marketing edges than the others. The results indicate that different combinations of management systems give rise to different level of performance.

Originality/value

There is a lack of empirical proof that more benefits will be gained when multiple management system standards are adopted. The paper addresses this short‐coming and provides evidence that acquiring more system certifications will result in greater perceived benefits.

Details

The TQM Journal, vol. 24 no. 1
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 11 January 2011

W.M. To, Peter K.C. Lee and Billy T.W. Yu

The purpose of this paper is to study the implementation of ISO 9001:2000 in the public sector, using data obtained from a small‐scale and service‐oriented economy – i.e…

2844

Abstract

Purpose

The purpose of this paper is to study the implementation of ISO 9001:2000 in the public sector, using data obtained from a small‐scale and service‐oriented economy – i.e. Macao SAR, the People's Republic of China.

Design/methodology/approach

Based on a literature review on ISO 9001 development, a measurement instrument was established using the management principles of ISO 9001:2000 and hypotheses were developed to test the applicability and effectiveness of ISO 9001:2000. The instrument and hypotheses were tested using responses from managers and executives in public organizations.

Findings

The results show that ISO 9001:2000 is useful in enhancing organizational performance in public organizations.

Research implications

Mangers in public organizations must realize that simply adopting and maintaining the ISO 9001:2000 certificate is not enough. More resources and commitment are needed to achieve better organizational performance.

Originality/value

The paper contributes to the literature by developing a measurement instrument using the quality management principles of ISO 9001:2000 and offering new empirical evidence on the applicability and effectiveness of ISO 9001:2000 in the public sector.

Details

The TQM Journal, vol. 23 no. 1
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 19 April 2013

Rachel W.Y. Yee, Andy C.L. Yeung, T.C. Edwin Cheng and Peter K.C. Lee

The purpose of this paper is to explore conceptually and examine empirically the impact of market competitiveness on employee satisfaction, service quality, and customer…

2016

Abstract

Purpose

The purpose of this paper is to explore conceptually and examine empirically the impact of market competitiveness on employee satisfaction, service quality, and customer satisfaction in high‐contact service industries.

Design/methodology/approach

An empirical study was conducted in high‐contact service shops in Hong Kong. Dyadic data were collected from 210 high‐contact service shops and were analysed using structural equation modelling.

Findings

The results confirm that market competitiveness has a direct impact on service quality, not employee satisfaction. The findings also reveal that service quality affects customer satisfaction, which in turn leads to employee satisfaction, forming a “quality‐customer satisfaction‐employee satisfaction cycle”.

Practical implications

The results recommend that firms take a long‐term perspective towards investment in understanding the competitiveness of the market. Such an understanding helps managers identify and implement appropriate quality‐improvement activities, such as establishing quality standards, providing appropriate job description to service employees, and adopting a customer‐oriented strategy, leading to enhanced customer satisfaction and employee satisfaction in a cyclic manner.

Originality/value

This study contributes to a detailed understanding of how service firms should strategically respond to market competitiveness.

Article
Publication date: 31 July 2009

Peter K.C. Lee, W.M. To and Billy T.W. Yu

The purpose of this paper is to explore the patterns with which ISO 9000:2000 was implemented in service organizations, and to examine the performance outcomes and…

3294

Abstract

Purpose

The purpose of this paper is to explore the patterns with which ISO 9000:2000 was implemented in service organizations, and to examine the performance outcomes and contextual factors which are associated with different ISO 9000:2000 implementation patterns.

Design/methodology/approach

Based on a literature review of quality management practice, a questionnaire was developed based on quality management principles of ISO 9000:2000 and three propositions. The propositions were tested using responses from managers or executives in 45 service organizations.

Findings

Cluster analysis shows that there are two markedly different ISO 9000:2000 implementation patterns among sample organizations. The analysis results also indicate that organizations with different ISO 9000:2000 implementation patterns performed differently in the two outcomes analysed.

Research limitations/implications

Managers in service organizations must realize that ISO 9000:2000 is capable of generating a competitive advantage only if top management is fully committed to the program implementation from a strategic perspective.

Originality/value

The paper contributes to the literature by offering new insights on the implementation patterns of ISO 9000:2000 in service organizations and their relationships with performance outcomes and contextual factors.

Details

International Journal of Quality & Reliability Management, vol. 26 no. 7
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 6 July 2015

Rajesh Kumar Singh

In globalized economy, product life cycle is reducing continuously, customers demands are changing fast, and lead time for response is decreasing. In such scenario…

2362

Abstract

Purpose

In globalized economy, product life cycle is reducing continuously, customers demands are changing fast, and lead time for response is decreasing. In such scenario, ability of firms to quickly respond to changes in their external environment is a primary determinant of firm’s performance. This can be only possible when whole of the supply chain (SC) is responsive. For this, firms have to manage internal operations effectively to enable SC, responsive for market requirements. The purpose of this paper is to identify different factors for responsive SC.

Design/methodology/approach

Based on literature review, total 17 critical factors for the responsive SC have been identified. Some of these factors are process oriented and some are result oriented. To develop structural relationship among these factors from strategic perspective, interpretive structural modeling (ISM) approach has been applied.

Findings

It is observed that top management commitment, strategy development, resource development, use of technology, risk and reward sharing are major drivers for responsive SC. By managing these enablers, organizations can also benefit in terms of inventory management, lead time reduction and agility.

Research limitations/implications

ISM has got some limitations. Major limitation is that the relationships developed are subjective and there are chances of biasing. Therefore findings need to be validated with case studies and empirical findings.

Practical implications

Top management should strive for effective use of resources and technology to improve SC capabilities to meet market changes.

Originality/value

This study develops structural relationships between different factors and it will help organizations in taking initiatives for improving responsiveness.

Details

Journal of Manufacturing Technology Management, vol. 26 no. 6
Type: Research Article
ISSN: 1741-038X

Keywords

Book part
Publication date: 12 January 2012

Ioannis N. Lagoudis

There is significant amount of literature tackling different issues related to the port industry. The present chapter focuses on a single business unit of seaports aiming…

Abstract

There is significant amount of literature tackling different issues related to the port industry. The present chapter focuses on a single business unit of seaports aiming at the documentation of works related to container terminals.

An effort to review, collect and present the majority of the works present in the last 30 years, between 1980 and 2010, has been made in order to picture the problems dealt and methods used by the authors in the specific research field. To facilitate the reader, studies have been grouped under five categories of addressed problems (productivity and competitiveness, yard and equipment utilization, equipment scheduling, berth planning, loading/unloading) and four modelling methodologies (mathematics and operations research, management and economics, simulation, stochastic modelling).

The analysis shows that most works focus on productivity and competitiveness issues followed by yard and equipment utilisation and equipment scheduling. In reference to the methodologies used managerial and economic approaches lead, followed by mathematics and operations research.

In reference to future research, two fields have been identified where there is scope of significant contribution by the academic community: container terminal security and container terminal supply chain integration.

The present chapter provides the framework for researchers in the field of port container terminals to picture the so far works in this research area and enables the identification of gaps at both research question and methodology level for further research.

Details

Maritime Logistics
Type: Book
ISBN: 978-1-78052-340-8

Keywords

1 – 10 of over 8000