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Article
Publication date: 23 May 2022

Ilaria Dalla Pozza

This article proposes a new theoretical background against which to measure customer experience for omnichannel service deliveries and communications based on the concept…

Abstract

Purpose

This article proposes a new theoretical background against which to measure customer experience for omnichannel service deliveries and communications based on the concept of proximity. This represents a first step in developing a new measurement approach for omnichannel customer experience.

Design/methodology/approach

The methodological approach is based on literature review and theory development. Various streams of literature are integrated on the basis of their interactionist nature (service logic, psychological distance theory, and omnichannel customer experience literature), and theory is developed based thereon.

Findings

Successful omnichannel service deliveries and communications should build proximity with the customer during interactions at the different touchpoints. Proximity represents the value-in-use for the customer, who is coproducer of value at each interaction. Proximity can be applied to all touchpoints, thus strengthening seamlessness for omnichannel service deliveries and communications.

Originality/value

This research advances knowledge by integrating the concepts of omnichannel and proximity under the lenses of service logic. The author proposes a new theoretical background for the measurement of omnichannel customer experience that contributes to the literature. In modern omnichannel service deliveries and communications, a measurement approach based on proximity fulfills the need to reconcile customer experiences at both remote and physical touchpoints for a holistic and coherent customer experience. Use of the four proximity dimensions (social, temporal, spatial, and hypothetical) gives flexibility to managers to build proximity across remote and physical touchpoints in different industries.

Details

Journal of Service Management, vol. 33 no. 4/5
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 24 February 2022

Marilyne Chicoine, Francine Rodier and Fabien Durif

The purpose of this study is to explore the definition of local food through the concept of perceived proximity in order to improve the understanding of food locality and…

Abstract

Purpose

The purpose of this study is to explore the definition of local food through the concept of perceived proximity in order to improve the understanding of food locality and to propose a new framework for analysis.

Design/methodology/approach

The paper presents an exploratory research through 32 semi-structured interviews with six agri-food industry stakeholders carried out in Quebec, Canada. Thematic analysis is used to identify the main dimensions of the proximity of a local food. A conceptual framework based on the results is presented.

Findings

The results suggest that local food can be defined according to nine dimensions of proximity: geographic, process, price, identity, relational, functional, cultural, access and experiential.

Originality/value

This study allows the concept of local food to be broken down into a constellation of perceived proximities and expands the understanding of the differences in the perception of food locality.

Details

British Food Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 7 April 2022

Huanhuan Ma, Jingqin Su, Shuai Zhang and Sijia Zhang

The rapid growth of emerging market firms (EMFs) has been a topic of interest for the past two decades, especially in China. However, few studies have discussed how and…

Abstract

Purpose

The rapid growth of emerging market firms (EMFs) has been a topic of interest for the past two decades, especially in China. However, few studies have discussed how and why EMFs can impel the upgrading of their capabilities to quickly win competitive advantages in the global market. In this context, the purpose of this paper is to unravel the implausible upgrading phenomenon from the perspective of technological proximity.

Design/methodology/approach

This paper adopts a single case study, specifically that of a leading Chinese e-bike firm, with a special focus on the dynamic nature of the capability upgrading process and underlying mechanisms.

Findings

The results show that taking advantage of technological proximity is an important way for EMFs to climb the ladder of capability upgrading. The stage-based process reveals how capability upgrading is achieved through elaborate actions related to technological proximity. Furthermore, this study finds three learning mechanisms behind the technological proximity, which enable firms to successfully upgrade to higher levels of capabilities. In particular, the trigger role played by contextual conditions in guiding firms' capability upgrading is highlighted and characterized.

Research limitations/implications

This study enriches traditional capability upgrading literature from a technological proximity perspective, especially the traditional static upgrading research related to EMFs. The authors also contribute to the conceptualization of technological proximity. However, the research setting is China's e-bike industry; therefore, the study's generalizability to other emerging markets and industries may be limited.

Practical implications

The results show that it is important to recognize the value of the transfer and sharing of technology between proximal industries for local governments. Also, appropriate policies should be developed to break down the technology barriers between these industries. Moreover, rather than catching up with the superior technologies of multinational corporations in advanced countries, focusing on products with high technological proximity in local or regional areas may be more helpful for EMFs' upgrading.

Originality/value

This paper investigates the capability upgrading process and mechanisms in EMFs, particularly with respect to the role played by technological proximity.

Details

International Journal of Emerging Markets, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1746-8809

Keywords

Article
Publication date: 27 August 2021

Dongyun Zhu and Bingfen Xu

This study aims to measure the moderating effect of geographical and organizational proximity by focusing on readily available Chinese regional economic data over a…

Abstract

Purpose

This study aims to measure the moderating effect of geographical and organizational proximity by focusing on readily available Chinese regional economic data over a five-year period.

Design/methodology/approach

The authors used multilevel regression analysis to analyze the relationship.

Findings

Results show that increasing government investment in research and development (R&D) can improve innovation performance during this period, organizational proximity and geographic proximity have a positive moderate effect on the relationship between R&D investment and Innovation performance.

Originality/value

This study enriches the existing theories on government innovation input and output from the perspective of regional differences and provides meaningful guidance for current Chinese regional innovation policies.

Details

International Journal of Innovation Science, vol. 14 no. 2
Type: Research Article
ISSN: 1757-2223

Keywords

Article
Publication date: 20 May 2019

Anna Maria Lis

The purpose of this paper is to analyse relations between geographical and competence proximity and development of cooperation in cluster initiatives.

Abstract

Purpose

The purpose of this paper is to analyse relations between geographical and competence proximity and development of cooperation in cluster initiatives.

Design/methodology/approach

The research was based on an original theoretical concept referring to the trajectory of the development of cooperative relations in cluster initiatives. The research was carried out in mid-2017, in four purposefully selected cluster initiatives. The research sample was 132 cluster enterprises. The main research strategy involved non-experimental models; the basic method of data collection was an online questionnaire.

Findings

The results indicated that the role of geographical and competence proximity depends on the level of cooperation in a cluster initiative. In both these dimensions, proximity was important during the initial stage of cluster development: to start cooperation between the members, however, when more mature forms of cooperation were undertaken, the factor of common location was not so crucial any longer. It was also recommended to maintain some competence distance between the partners.

Research limitations/implications

The main limitations referred to the static character of the data, the use of original measurement tools, which had not been tested before, the small and little differentiated research sample and the subjective nature of the research. The above-mentioned limitations should be viewed as a starting point for further empirical research.

Practical implications

Knowledge on the significance of geographical and competence proximity at various levels of cooperation in clusters is valuable for efficient management of a cluster and for higher competitiveness that it can achieve.

Originality/value

The research study contributes to the literature, which refers to the question of proximity in clusters through the analysis of relations between geographical and competence proximity and development of cooperation in cluster initiatives. The results of the research point out that the role of geographical and competence proximity evolves with the development of cooperation in cluster initiatives.

Details

Competitiveness Review: An International Business Journal , vol. 29 no. 3
Type: Research Article
ISSN: 1059-5422

Keywords

Article
Publication date: 12 September 2008

Antonio Messeni Petruzzelli

The paper aims to investigate how proximity dimensions affect the establishment of different knowledge relationships between gatekeepers and other economic actors involved

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Abstract

Purpose

The paper aims to investigate how proximity dimensions affect the establishment of different knowledge relationships between gatekeepers and other economic actors involved in their knowledge‐based networks.

Design/methodology/approach

The methodology is based on an inductive research approach, represented by the explorative case study of the Polytechnic University of Turin. The University's knowledge relationships are identified and distinguished through the analysis of its patent joint‐developments, citations, and R&D projects. Then, for each knowledge relationship, geographical, organizational, and technological proximity between the University and the other economic actors are assessed, adopting suitable proxies.

Findings

The data reveal that the University activates collaborative and exploitative relationships with actors characterized by geographical, organizational, and technological proximity. In contrast, collaborative and explorative relationships seem to require actors characterized by more distant technological competencies. Furthermore, the exchange of knowledge by means of non‐collaborative relationships occurs between the University and actors characterized only by technological proximity.

Research limitations/implications

On the basis of this analysis, actors can identify which proximity dimensions assume an important role for activating knowledge flows with gatekeepers. Regarding policy implications, the paper highlights how policy makers should leverage proximities in order to favour and support the exchange of knowledge, hence improving the innovative capability, competitiveness, and attractiveness of regional areas.

Originality/value

This research contributes to shed further light on the nature of the relationships and knowledge flows exchanged by the gatekeepers. In particular, it analyzes how relational attributes can affect the knowledge transfer processes between economic actors.

Details

Journal of Knowledge Management, vol. 12 no. 5
Type: Research Article
ISSN: 1367-3270

Keywords

Article
Publication date: 13 July 2020

Xiaoxiao Shi, Zuolong Zheng, Qingpu Zhang and Huakang Liang

This paper aims to analyze the extent to which the influence of external knowledge search activities on firms’ incremental innovation capability, and the moderating roles…

Abstract

Purpose

This paper aims to analyze the extent to which the influence of external knowledge search activities on firms’ incremental innovation capability, and the moderating roles of the relatedness between the partners’ technological bases and a firm’s network embeddedness in the innovation network.

Design/methodology/approach

In this empirical research, the authors collected a sample of patents in the UAV industry over the period of 2004–2018. Then the authors examined the direct role of external knowledge search on firms’ incremental innovation capability and the joint moderating effects of technological proximity and network embeddedness.

Findings

We found that external knowledge search in innovation networks positively affects firms’ incremental innovation capability. Moreover, we discovered that high technological proximity to other peers positively strengthens the impact of firms’ external knowledge search on their incremental innovation capability. Finally, the findings suggested that the relationship between a firm’s external knowledge search activities and its incremental innovation capability is stronger for high technological proximity coupled with high network centrality or poor structural holes in innovation networks.

Originality/value

This study adds value to open innovation literature by pointing out a positive relationship between external knowledge search and firm incremental innovation capability. Furthermore, this study reinforces the key joint contingent roles of technological proximity and network embeddedness. This study provides a valuable theoretical framework of incremental innovation capability determinants by connecting the different perspectives.

Article
Publication date: 18 September 2007

Antonio Messeni Petruzzelli, Vito Albino and Nunzia Carbonara

The purpose of this paper is to analyse if and how technology districts use proximity dimensions (such as geographical, organizational, and cognitive) as a communication

1584

Abstract

Purpose

The purpose of this paper is to analyse if and how technology districts use proximity dimensions (such as geographical, organizational, and cognitive) as a communication resource for accessing external knowledge sources.

Design/methodology/approach

To achieve this purpose, the organizational and cognitive links between technology districts' actors and external ones are identified and then the new geographical boundaries of the districts are drawn. A case study related to an Italian technology district (Torino Wireless) is provided in order to identify how different research organizations located in the district use proximity dimensions for reaching knowledge sources external to the district, then re‐shaping its geographical boundaries.

Findings

The empirical study enables identification of the actors connected to the technology districts by means of geographical, organizational, and cognitive proximity, and their locations. Moreover, results show that organizational proximity is mainly adopted to link actors located near the district area. While, cognitive proximity is mainly adopted to connect actors geographically distant from the district.

Research limitations/implications

As regards technology district strategic behaviour, it seems particularly crucial to exploit all the three dimensions of proximity. In particular, the technology district of Torino Wireless should increase its use of organizational proximity to be connected with external knowledge sources.

Originality/value

The paper proposes a methodology for identifying the external actors connected with the technology districts by means of proximity. Furthermore, the relationships between organizational and geographical proximity, and cognitive and geographical proximity are also investigated.

Details

Journal of Knowledge Management, vol. 11 no. 5
Type: Research Article
ISSN: 1367-3270

Keywords

Article
Publication date: 11 September 2009

Antonio Messeni Petruzzelli, Vito Albino and Nunzia Carbonara

Following the line traced by two previous works of Albino et al. and Messeni Petruzzelli, the paper aims to analyze how technology districts reach and acquire external

1834

Abstract

Purpose

Following the line traced by two previous works of Albino et al. and Messeni Petruzzelli, the paper aims to analyze how technology districts reach and acquire external competencies and capabilities by means of organizational and cognitive proximity. This allows districts to modify their geographical boundaries and evolve into technology clusters.

Design/methodology/approach

The research design is based on a case study methodology. In particular, two actual technology districts are analyzed, namely Castel Romano and Toulouse, in order to show how they use organizational, and cognitive proximity to acquire external knowledge sources and re‐shape their geographical boundaries.

Findings

Based on the findings of the empirical study, two main propositions are formulated. The first proposition refers to the negative relationship between the geographical distance to the district's actors and the use of organizational proximity as a means for reaching external knowledge sources. By contrast, the second proposition indicates the positive relationship between the geographical distance to the district's actors and the use of cognitive proximity as a means for reaching external knowledge sources.

Research limitations/implications

As regards the firm strategic behaviors, it seems particularly crucial to exploit all the three dimensions of proximity, in order to guarantee openness and sustain innovativeness and competitiveness. Concerning policy implications, the local governments should address their actions to help and promote the openness of technology districts and the formation of technology clusters. With this aim, actions should be devoted also to sustaining single local firms that are part of a technology cluster but not of a technology district. These, in fact, by increasing their competitive position, may generate positive externalities in the local area, fostering the diffusion and sharing of knowledge in the area and, then, acting as knowledge gatekeepers for the whole area.

Originality/value

The paper extends the findings of previous works linking three proximity dimensions in a holistic framework that explains the different use of organizational and cognitive proximity to acquire knowledge, according to the geographical distance between organizations.

Details

Journal of Knowledge Management, vol. 13 no. 5
Type: Research Article
ISSN: 1367-3270

Keywords

Article
Publication date: 3 November 2020

Thierry Houé and David Duchamp

Sustainable purchasing and supply management (SPSM) is a lever of sustainable development for companies and remains an interesting research issue that can be analysed from…

Abstract

Purpose

Sustainable purchasing and supply management (SPSM) is a lever of sustainable development for companies and remains an interesting research issue that can be analysed from various perspectives. By considering the polymorphic concept of proximity as a theoretical support, this research studies the buyer–supplier dyad and aims to answer the following question. How does the diversity of buyer–supplier dyad relationships influence the SPSM of direct and indirect purchases within a manufacturing company?

Design/methodology/approach

The authors used a qualitative approach founded on a matrix analysis to describe buyer–supplier relationships through the prism of the proximity concept. The field of study consists in a single case with embedded units including a manufacturing company and a sample of 13 suppliers of direct and indirect purchases.

Findings

The research reveals diverse combinations of proximities that characterise relationships between a buyer and suppliers of several purchasing categories. This diversity of relational contexts influences SPSM in different ways. The authors highlight three SPSM approaches labelled contractual, relational and embedded and describe practices carried out with suppliers as part of the different relational profiles.

Research limitations/implications

The research is developed in a single perspective. To ensure that it can be generalised, it should be applied in other contexts supported by new case studies.

Practical implications

The research provides practitioners with guidelines on building successful buyer–supplier partnerships in a sustainable view. The authors’ findings aid managerial decision-making by validating the necessity of adapting SPSM depending on buyer–supplier relational situations.

Originality/value

This paper offers an original study angle on buyer–supplier relationships based on a proximity analysis. The authors’ research confirms the variety of sustainable purchasing relationships underlined by the literature and can advance the portfolio approach to sustainable purchasing.

Details

The International Journal of Logistics Management, vol. 32 no. 2
Type: Research Article
ISSN: 0957-4093

Keywords

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