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Article
Publication date: 12 June 2017

Peter Wirtz

The purpose of the present study is to tentatively contribute to paving the way for interdisciplinary research on the history of governance practices in ancient religious orders…

1138

Abstract

Purpose

The purpose of the present study is to tentatively contribute to paving the way for interdisciplinary research on the history of governance practices in ancient religious orders and on the significance of such governance for the orders’ performance and long-term survival.

Design/methodology/approach

The principal challenges of and proposed directions for such research on the comparative governance of old religious orders are illustrated through selected historic examples from Benedictine abbeys and Dominican monasteries, as they can be found in the yet scarce literature devoted to religious governance in the management field.

Findings

The authors’ review of research specifically devoted to the corporate governance of Benedictines and Dominicans illustrates the relevance of a hermeneutic grid derived from contemporary management research to better understand the historical dynamics of monastic governance and its relation to sustainability.

Originality/value

To the best of the authors’ knowledge, this is the first attempt to establish a hermeneutic grid for the systematic and comparative study of the dynamics of governance systems in old religions organisations and their impact on organisational performance and sustainability.

Details

Journal of Management History, vol. 23 no. 3
Type: Research Article
ISSN: 1751-1348

Keywords

Article
Publication date: 5 June 2018

Pierre-Yves Gomez and Peter Wirtz

The equal representation of employees on codetermined supervisory boards is one of the distinctive features of the German corporate governance system. This study aims to examine…

Abstract

Purpose

The equal representation of employees on codetermined supervisory boards is one of the distinctive features of the German corporate governance system. This study aims to examine the relevance of the frequent assumption according to which this system is rooted in a typically “German culture”.

Design/methodology/approach

This research applies Davis and Thompson’s (1994) mobilization theory as an interpretive grid to historical sources to reveal the determinants of the institutionalization of equal board representation in post-war Germany.

Findings

The present contribution reveals that the supposedly “German tradition” of board representation is a myth. The specific regime of codetermined supervisory boards is instead the outcome of the dramatic political and institutional circumstances of the late 1940s, which saw fierce struggles and the mobilization of various actors ranging from politicians and industrialists to trade unionists.

Originality/value

The German Catholic Church is shown to have played a significant, albeit seldom recognized, role in this search for institutional consensus. It acted as a broad-based “supporting institution”, positively influencing mobilization efforts in favor of board codetermination and ultimately enabling an agreement to be reached.

Details

Journal of Management History, vol. 24 no. 3
Type: Research Article
ISSN: 1751-1348

Keywords

Content available
Article
Publication date: 12 June 2017

Bradley Bowden

246

Abstract

Details

Journal of Management History, vol. 23 no. 3
Type: Research Article
ISSN: 1751-1348

Article
Publication date: 13 July 2018

Julia A. Fehrer, Herbert Woratschek and Roderick J. Brodie

The purpose of this paper is to introduce a new business model logic, highlighting value processes in and properties of platform business models to inform business model thinking…

6237

Abstract

Purpose

The purpose of this paper is to introduce a new business model logic, highlighting value processes in and properties of platform business models to inform business model thinking from a systemic and dynamic perspective. It challenges the idea of firms managing, influencing and controlling entire activity systems.

Design/methodology/approach

The study traces the evolution of different approaches to business models and assesses theories that explain value cocreation and systemic value capture to develop a new business model logic.

Findings

Business model thinking has evolved away from Porter’s value chain to a new logic based on open networks and platforms. This study develops a framework for understanding platform business models from a systemic perspective. Derived from service-dominant logic, this new business model logic responds to phenomena in contemporary business environments characterized by increasing connectivity and sociality among actors.

Research limitations/implications

The framework, developed from an extensive body of business model literature, has yet to be subjected to empirical investigation. Future research may involve the exploration of business model design processes and business model innovation from a systemic perspective.

Practical implications

Managers who aim to design their business models based on the logic of platform businesses require an understanding of their organization’s collaboration potential, technological interfaces and potential to leverage network relationships. This research guides start-ups and incumbents to evaluate their platform potential.

Originality/value

This study systematically emancipates the business model logic from a firm-centered, inside-out perspective, focuses on network relationships beyond the customer–firm dyad, explains value processes beyond organizational borders and rethinks value capture from a systemic perspective.

Details

Journal of Service Management, vol. 29 no. 4
Type: Research Article
ISSN: 1757-5818

Keywords

Content available
Article
Publication date: 16 January 2023

Bradley Bowden

Abstract

Details

Journal of Management History, vol. 29 no. 1
Type: Research Article
ISSN: 1751-1348

Content available
Article
Publication date: 9 March 2022

Bradley Bowden and Jeff Muldoon

188

Abstract

Details

Journal of Management History, vol. 28 no. 2
Type: Research Article
ISSN: 1751-1348

Article
Publication date: 8 February 2023

Eline Hottat, Sara Leroi-Werelds and Sandra Streukens

Following a contingency approach, this paper aims to understand when service automation can enhance or destroy value for customers in the frontline by (1) providing a…

Abstract

Purpose

Following a contingency approach, this paper aims to understand when service automation can enhance or destroy value for customers in the frontline by (1) providing a comprehensive overview of factors that influence the value co-creation/co-destruction potential of service automation and (2) zooming in on the combination of service contexts and service tasks to develop research propositions.

Design/methodology/approach

This paper uses a grounded theory approach based on qualitative data from multiple methods (i.e. a diary study with follow-up interviews, a consultation of academic experts and a storyboard study) as well as a systematic literature review to develop (1) a Framework of Automated Service Interactions (FASI) and (2) a contingency model for service tasks/contexts.

Findings

This paper presents a framework which gives an overview of factors influencing the value co-creation/co-destruction potential of service automation. The framework discerns between three types of factors: service design (i.e. controllable and manageable by the organization), static contingency (i.e. uncontrollable and fixed) and dynamic contingency (i.e. uncontrollable and flexible). Furthermore, the paper presents a contingency model based on the combination of service contexts and service tasks which results in seven research propositions.

Originality/value

This paper brings structure in the fragmented field of service automation. It integrates and summarizes insights regarding service automation and sheds more light on when service automation has the potential to create or destroy value in the organizational frontline.

Details

Journal of Service Management, vol. 34 no. 4
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 30 October 2019

Sabine Benoit, Sonja Klose, Jochen Wirtz, Tor Wallin Andreassen and Timothy L. Keiningham

Organizations (data gatherers in the context) drown in data while at the same time seeking managerially relevant insights. Academics (data hunters) have to deal with decreasing…

1374

Abstract

Purpose

Organizations (data gatherers in the context) drown in data while at the same time seeking managerially relevant insights. Academics (data hunters) have to deal with decreasing respondent participation and escalating costs of data collection while at the same time seeking to increase the managerial relevance of their research. The purpose of this paper is to provide a framework on how, managers and academics can collaborate better to leverage each other’s resources.

Design/methodology/approach

This research synthesizes the academic and the managerial literature on the realities and priorities of practitioners and academics with regard to data. Based on the literature, reflections from the world’s leading service research centers, and the authors’ own experiences, the authors develop recommendations on how to collaborate in research.

Findings

Four dimensions of different data realities and priorities were identified: research problem, research resources, research process and research outcome. In total, 26 recommendations are presented that aim to equip academics to leverage the potential of corporate data for research purposes and to help managers to leverage research results for their business.

Research limitations/implications

This paper argues that both practitioners and academics have a lot to gain from collaborating by exchanging corporate data for scientific approaches and insights. However, the gap between different realities and priorities needs to be bridged when doing so. The paper first identifies data realities and priorities and then develops recommendations on how to best collaborate given these differences.

Practical implications

This research has the potential to contribute to managerial practice by informing academics on how to better collaborate with the managerial world and thereby facilitate collaboration and the dissemination of academic research for the benefit of both parties.

Originality/value

Whereas the previous literature has primarily examined practitioner–academic collaboration in general, this study is the first to focus specifically on the aspects related to sharing corporate data and to elaborate on academic and corporate objectives with regard to data and insights.

Details

Journal of Service Management, vol. 30 no. 5
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 7 November 2019

Chloe Hyojin Cho, Anna Mattila, Peter Bordi and Eunjin Kwon

The purpose of this paper is to examine the impact of arousal fit between music (auditory cues) and plate color (visual cues) on food evaluations.

Abstract

Purpose

The purpose of this paper is to examine the impact of arousal fit between music (auditory cues) and plate color (visual cues) on food evaluations.

Design/methodology/approach

A 2 (background music: high vs low arousal) ×2 (plate color: high vs low arousal) between-subjects experimental design was employed to test the hypotheses. Participants were recruited for a taste test in a food sensory lab located in a university in the northeastern USA. The dependent variable, food evaluation, was analyzed using analysis of covariance (ANCOVA).

Findings

The findings of this study indicate that when the two stimuli had congruent arousal qualities, participants rated the liking and perceived quality of a food item higher than those in the incongruent arousal conditions. More specifically, when the background music was high in arousal quality, participants gave higher evaluations for a food item served on a red (vs blue) plate. Conversely, when a low arousal music piece was played, a blue (vs red) plate resulted in higher food evaluations.

Research limitations/implications

This study contributes to the growing literature on cross-modal correspondence on consumers’ product evaluations. Extending previous research on the congruity effect to the food sensory literature, this study demonstrates the joint effects of background music and plate color on taste perceptions. The results suggest that restaurant operators should be strategic in their choice of physical stimuli.

Originality/value

The present study measured participants taste perceptions while they were exposed to visual and auditory cues. To the best of the authors’ knowledge, this is the first study that empirically demonstrates the impact of multiple environmental factors on taste evaluation.

Details

British Food Journal, vol. 122 no. 1
Type: Research Article
ISSN: 0007-070X

Keywords

Open Access
Article
Publication date: 25 August 2023

Nathalie Kron, Jesper Björkman, Peter Ek, Micael Pihlgren, Hanan Mazraeh, Benny Berggren and Patrik Sörqvist

Previous research suggests that the compensation offered to customers after a service failure has to be substantial to make customer satisfaction surpass that of an error-free…

Abstract

Purpose

Previous research suggests that the compensation offered to customers after a service failure has to be substantial to make customer satisfaction surpass that of an error-free service. However, with the right service recovery strategy, it might be possible to reduce compensation size while maintaining happy customers. The aim of the current study is to test whether an anchoring technique can be used to achieve this goal.

Design/methodology/approach

After experiencing a service failure, participants were told that there is a standard size of the compensation for service failures. The size of this standard was different depending on condition. Thereafter, participants were asked how much they would demand to be satisfied with their customer experience.

Findings

The compensation demand was relatively high on average (1,000–1,400 SEK, ≈ $120). However, telling the participants that customers typically receive 200 SEK as compensation reduced their demand to about 800 SEK (Experiment 1)—an anchoring effect. Moreover, a precise anchoring point (a typical compensation of 247 SEK) generated a lower demand than rounded anchoring points, even when the rounded anchoring point was lower (200 SEK) than the precise counterpart (Experiment 2)—a precision effect.

Implications/value

Setting a low compensation standard—yet allowing customers to actually receive compensations above the standard—can make customers more satisfied while also saving resources in demand-what-you-want service recovery situations, in particular when the compensation standard is a precise value.

Details

Journal of Service Theory and Practice, vol. 33 no. 7
Type: Research Article
ISSN: 2055-6225

Keywords

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