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Book part
Publication date: 15 September 2016

Elaine Y.T. Chew and Stephanie Onggo

The aim of this chapter is to understand the nature of business collaboration between healthcare service providers and tourism agencies in Malaysia. Interviews with 17…

Abstract

The aim of this chapter is to understand the nature of business collaboration between healthcare service providers and tourism agencies in Malaysia. Interviews with 17 healthcare service providers in Malaysia reveal that most of the collaboration between healthcare service providers and tourism agencies in Malaysia is informal or loose, despite their intention to leverage on medical tourism for business expansion. Close and tight collaborations are rare. The findings point towards the main reasons behind the rare collaboration which are the high customer orientation of healthcare service providers, the strategic move of business and support for government agenda.

Details

Tourism and Hospitality Management
Type: Book
ISBN: 978-1-78635-714-4

Keywords

Article
Publication date: 27 September 2019

George T. Patterson and Philip G. Swan

The purpose of this paper is to report on a systematic review that examined police social work and social service collaboration strategies implemented to address social problems.

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Abstract

Purpose

The purpose of this paper is to report on a systematic review that examined police social work and social service collaboration strategies implemented to address social problems.

Design/methodology/approach

A systematic review was conducted to identify the components of police social work and social service collaboration strategies. A total of 11 databases were searched. The inclusion criteria centered on the social problem, focus population, service providers, collaboration components and geographic location. Any methodological approach was included provided that a collaboration between police and social service providers focused on addressing a social problem was implemented and described.

Findings

The database searches identified 3,065 hits. After first eliminating duplicate titles, then reviewing and eliminating titles and abstracts that did not met the inclusion criteria, 119 full-text studies were reviewed. Among the 81 studies included in the systematic review, 83 implemented collaborations were found. The most collaborations were implemented in the USA, whereas only one implemented collaboration was found among the majority of the countries. Interpersonal violence was the most frequent social problem addressed by the collaborations followed by mental illness, crime, juvenile delinquency, and alcohol and substance use and abuse. Interventions were predominantly delivered by social workers who provided referrals and collaboration with social service agencies that assisted adults.

Practical implications

Given that police officers are first responders to a wide range of social problems, investigating and disseminating information about the characteristics of police social service collaboration strategies is an important endeavor. Whereas investigating the effectiveness of collaborations was not the aim of this review, several practical implications can be derived from the findings. These findings show the types of social problems, partners and tasks that comprise the collaborations. The present findings suggest that law enforcement agencies do not have accessible name brand social work and social service collaboration models that can be replicated. The majority of the collaborations found appear to be unique models implemented between law enforcement and social service agencies. More outcome studies are needed that investigate whether the social problem has improved among citizens that received services from the collaboration.

Originality/value

This paper is the first systematic review focused on police social work and social service collaboration strategies implemented to address social problems.

Details

Policing: An International Journal, vol. 42 no. 5
Type: Research Article
ISSN: 1363-951X

Keywords

Article
Publication date: 19 May 2022

Teng Teng, Christos Tsinopoulos and Ying Kei Tse

The purpose of this study is to explore the effects that information systems (IS) capabilities can have on supplier collaboration and customer collaboration and on quality…

Abstract

Purpose

The purpose of this study is to explore the effects that information systems (IS) capabilities can have on supplier collaboration and customer collaboration and on quality performance in service contexts. In addition, the study examines how supply chain collaboration influences quality performance under various levels of environmental dynamism.

Design/methodology/approach

The conceptual model for this study is designed on the basis of the resource-based view (RBV) and dynamic capabilities view (DCV). A survey of 156 UK service firms was conducted and the data analyzed to test theoretical model using the structural equation modeling method. Furthermore, the moderating effect of environmental dynamism was investigated.

Findings

The results show that IS capabilities are positively associated with supply chain collaboration. Both supplier collaboration and customer collaboration are positively related to quality performance. Supplier collaboration has a positive effect on customer collaboration. Environmental dynamism significantly moderates the relationship between customer collaboration and quality performance, but no moderating effect on the relationship between supplier collaboration and quality performance.

Originality/value

This study takes a step toward quelling concerns about the business value of IS, contributing to the development and validation of the measurement of IS capabilities in the service supply chain context. The study deepens our understanding of supply chain collaboration by making a distinction between supplier collaboration and customer collaboration and investigating the correlation of supplier collaboration and customer collaboration. The findings extend the empirical application of RBV and DCV. In addition, this study’s findings direct service firms to develop IS capabilities that can enhance specific kinds of supply chain collaboration activities, thereby enabling improved quality performance.

Details

Industrial Management & Data Systems, vol. 122 no. 7
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 13 April 2012

Nabhan Al‐Harrasi and Ali Al‐Aufi

The purpose of this paper is to investigate the attitudes and views of library directors and key librarians on issues related to library collaboration and its impact on…

Abstract

Purpose

The purpose of this paper is to investigate the attitudes and views of library directors and key librarians on issues related to library collaboration and its impact on the welfare of advanced and cost‐effective systems of library and information services.

Design/methodology/approach

A qualitative approach was utilized through the use of semi‐structured, face‐to‐face interviews for collecting needed data from library directors and key librarians in four major universities located in diverse regions in Oman. Collected data were transcribed and relevant themes and patterns were identified following an interpretive thematic approach.

Findings

Results show that participants indicated an overall positive attitude toward library collaboration in an academic setting. They believed in the desired individual and institutional benefits that they would gain if their libraries or parent organizations developed and enhanced a collaborative system. The three most important advantages of collaboration were emphasized. They are: to enlarge and improve the library services, including increasing users' access to inter‐library information resources; to reduce costs by sharing manpower and resources; and to share experience through communication and enhance skills and knowledge of staff through collaborative training.

Practical implications

The paper provides an overview and insights into demanding issues related to academic library collaboration in Oman. The result of this study helps propose a frame‐work or strategy for the purpose of initiating and developing a new system of academic library collaboration in Oman.

Originality/value

Library collaboration, overall, has hardly been studied in Oman, or at least in the context of academic librarianship. This paper highlights the importance of library collaboration and its impact on the changing environment of academic libraries.

Article
Publication date: 23 November 2021

Qiang Wang, Ilan Oshri and Xiande Zhao

This study aims to examine value cocreation in terms of interfirm collaborations between service firms, their business customers and business partners at different stages…

Abstract

Purpose

This study aims to examine value cocreation in terms of interfirm collaborations between service firms, their business customers and business partners at different stages of a new service development (NSD) process.

Design/methodology/approach

The study develops and tests hypotheses that examine the roles played by business customers and partners in NSD, assuming resource dependency of the focal firm during three NSD stages (ideation, development and deployment). Empirical data were collected from 200 NSD projects and structural equation modelling was used to test the hypotheses.

Findings

The results show that business customer collaboration has a positive effect on ideation performance and development performance, whereas business partner collaboration has a positive effect on deployment performance. These finding support the notion that the value cocreating roles of business customers and partners vary across NSD stages.

Research limitations/implications

Future research should focus on how business partners can be actively involved in the NSD process and how the interests of different parties can be safeguarded. The use of longitudinal data will allow a better examination of the process dynamics.

Practical implications

The study provides managerial implications for service managers in terms of acquiring and allocating resources needed from business customers and partners during different NSD stages.

Originality/value

The study contributes to the growing literature on value cocreation in NSD by empirically demonstrating the respective performance contributions of business customers and partners during different stages of NSD. Moreover, the results also shed light on interfirm collaboration mechanisms from the perspective of resource dependence theory.

Details

European Journal of Marketing, vol. 56 no. 1
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 30 September 2020

Ilias Vlachos

The purpose of this paper is to empirically study the necessary and sufficient antecedents of customer loyalty to logistics service providers (LSPs). Despite the abundance…

Abstract

Purpose

The purpose of this paper is to empirically study the necessary and sufficient antecedents of customer loyalty to logistics service providers (LSPs). Despite the abundance of loyalty studies, few studies have empirically examined the complex causal relationships between loyalty and its antecedents using the appropriate research methods.

Design/methodology/approach

The study uses fuzzy sets qualitative comparison analysis (FsQCA) to uncover the antecedents and antecedent configurations of customer loyalty. This study examined the necessity and sufficiency of five antecedents (operational collaboration, strategic collaboration, trust, service satisfaction and price satisfaction) and on five dimensions of loyalty (repurchase intension, switching costs, exclusiveness, referrals and overall loyalty). This study developed six research hypotheses based on existing literature and tested them empirically in a manufacturing context. This study compared results from FsQCA with regression analysis.

Findings

The findings reveal that only a few antecedent configurations lead to customer loyalty, including a combination of strategic and operational collaboration, bundling of service offerings and combining competitive price with strategic collaboration. Further, the absence of trust negatively affects loyalty, but the presence of trust does not lead to loyalty.

Research limitations/implications

This study contributes to business to business literature by demonstrating how to use FsQCA analysis to test the presence of equifinality, conjunction and causal asymmetry of complex relationships. This study applies FsQCA between antecedent factors and customer loyalty. Furthermore, we demonstrate how to compare and integrate FsQCA with conventional regression analysis which is based on correlation-bounded logic.

Practical implications

This study shows that no single antecedents that can generate loyalty, yet, few antecedent configurations work better than others: collaborating at both strategic and operational level with your partner has the highest impact on loyalty. Another configuration that leads to loyalty is to combine competitive prices with strategic collaboration, which particularly stimulates repurchase decisions. Price is are not sufficient enough to lead to customer loyalty.

Originality/value

This study applied a novel analysis to uncover necessary and sufficient conditions that conventional methods such as regression analysis and structural equation modelling have limited power.

Article
Publication date: 11 July 2008

J. Gordon Murray, Peter G. Rentell and David Geere

Small councils may not have access to professional procurement resources – one potential solution is to create a procurement shared service with another council. The…

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Abstract

Purpose

Small councils may not have access to professional procurement resources – one potential solution is to create a procurement shared service with another council. The purpose of this paper is to focus on evidence of the emergence and existence of inter‐organisational procurement shared services and its benefits; a structural approach significantly different from the intra‐organisational centralised/decentralised organisational models and the use of consortia.

Design/methodology/approach

Case studies, making use of stakeholder, semi‐structured interviews, were used to probe the experience of six English procurement shared‐services covering 15 councils.

Findings

The findings demonstrate evidence of that some smaller councils are benefiting from collaborating in inter‐organisational procurement shared service. The collaborations were engaged in strategic procurement initiatives which would not have otherwise been possible through the use of consortia. However, there was an absence, within the cases, of formal business cases and strategy.

Research limitations/implications

The paper provides evidence that procurement shared services can be inter‐organisational delivering the benefits of intra‐organisational “hard core/soft core” procurement structures and inter‐organisational consortia. The paper also suggests that the benefits gained from procurement shared services have more akin to inter‐organisational collaboration than intra‐organisational shared services. This research is limited in that it only relates to the experience of a purposive sample of small councils that had already decided to pursue a procurement shared service. The research limitations also include the absence of a political perspective.

Practical implications

A procurement shared service appears a viable structural option for smaller councils, whether they have, or have not currently, access to a procurement professional. The research highlights the need to adopt an incremental approach and also sets out suggestions for a strategic approach to shared services procurement strategy.

Originality/value

There is an absence of literature on delivering procurement as a shared service, and shared services in general – in that respect this paper represents research into a new emerging procurement structural model, not previously reported.

Details

International Journal of Public Sector Management, vol. 21 no. 5
Type: Research Article
ISSN: 0951-3558

Keywords

Article
Publication date: 2 November 2020

Aleksandar Bozic

This study aims to enhance the understanding of the nature of collaboration between public and nonpublic actors in delivering social services and achieving social…

Abstract

Purpose

This study aims to enhance the understanding of the nature of collaboration between public and nonpublic actors in delivering social services and achieving social innovation in a fragile context, with an emphasis on the role of civil society organisations (CSOs). The paper focuses on Bosnia and Herzegovina, a Southeastern European country which has faced a turbulent post-conflict transition and experienced challenges in its social welfare policy and practice.

Design/methodology/approach

This study uses institutional theory, particularly new institutionalism and institutional networking, as a lens through which to understand public and nonpublic collaboration and social innovation within a fragile context. This study adopts a sequential mixed-method approach. Data were derived from 15 semi-structured interviews with representatives from local CSOs, international donors and public institutions, as well as a survey of 120 CSO representatives.

Findings

The collaboration and social innovation in a fragile welfare context have been initiated primarily by nonpublic actors and developed within the triple context of relations between public, civil and foreign donors’ organisations. In such a context, coercive, normative and mimetic isomorphisms act as leading drivers, but also as potential barriers of public–nonpublic collaboration and social innovation. They are triggered by influences from multiple actors, challenging power relations and external pressures on local CSOs.

Originality/value

The paper contributes to the growing research interest in the role of nonpublic actors in the provision of public services and public social innovation, but examines these issues from the perspective of a fragile context, which has thus far been overlooked in the literature.

Details

Social Enterprise Journal, vol. 17 no. 2
Type: Research Article
ISSN: 1750-8614

Keywords

Article
Publication date: 21 October 2021

Yingzhao He, Yan Yu and Meiyun Zuo

Drawing on open systems theory, this study aims to investigate the direct and moderating effects of information collaboration in the pre-sale stage, transaction management…

Abstract

Purpose

Drawing on open systems theory, this study aims to investigate the direct and moderating effects of information collaboration in the pre-sale stage, transaction management collaboration in the transaction stage and customer service collaboration in the post-sale stage on the linkages of the online–offline store image and the market performance of small sellers.

Design/methodology/approach

Data were collected from multiple sources, including self-reported and online objective data from 148 small restaurants that simultaneously sell online and offline, for validating the developed research model. Partial least squares-based structural equation modeling was used for data analysis.

Findings

This study illustrates the direct effects of an online store’s image and online–offline collaborations on the market performance of small stores. This study further reveals the boom-bust moderating effects of different collaborations between online–offline images and market performance.

Practical implications

Small stores should be aware of the importance of information congruence and functional integration concerning online–offline collaboration. They should also recognize the paradoxical intervening effects of online–offline collaboration on different channels and arrange appropriate collaboration tactics.

Originality/value

This study presents a significant contribution to the open systems theory by revealing both constructive and destructive properties of the online–offline collaborative system with offline-to-online targeting. Vertically differentiated online–offline collaboration may strengthen one side of the store image but weaken the other side for promoting the market performance of small stores.

Details

Internet Research, vol. 32 no. 3
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 17 August 2012

Markku Heimbürger and Perttu Dietrich

The focus in the facility service business has traditionally been on operative level outcomes such as customer satisfaction and technical quality. These measures do not…

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Abstract

Purpose

The focus in the facility service business has traditionally been on operative level outcomes such as customer satisfaction and technical quality. These measures do not support business relationship management and co‐creative development. The article aims to propose a comprehensive theoretical framework to evaluate, develop, monitor and manage the collaborative business relation from both customer and service provider perspectives to co‐create mutual value.

Design/methodology/approach

The theoretical framework for collaboration performance measurement is developed through empirical study of seven dyadic facility service procurement cases. Empirical study included 62 interviews of managers involved in relationship management on strategic, tactical and operative levels in both customer and service provider organizations.

Findings

The empirical study resulted following 13 measurement areas that indicate the collaboration performance in facility service procurement relation: customer benefits, supplier benefits, collaboration efficiency, operational fluency, conflicts recovery, flexibility and adaptability, execution capability, trust, actor incentive alignment, goal alignment and shared vision, strategic integrity, learning and development capability and uncertainty management. The article focuses on presenting the measurement areas of relational collaboration performance and discusses on their implications to performance measurement and management. Through this article the aim is to induce discussion on collaboration performance measurement and management, and challenge the colleague researchers and practitioners in the industry to comment and complement the proposed framework.

Research limitations/implications

The results of the study introduce a new concept of collaboration performance and provide valuable and novel insight on related elements. The theoretical framework derived in this study is based on empirical data from facility services business and its suitability to a wider organizational context is not tested empirically in this study.

Practical implications

The framework identified provides to both practitioners and researchers with an expanded viewpoint to measure and manage collaboration performance from both the service provider and customer sides.

Originality/value

The article proposes a new concept of collaboration performance and comprehensive theoretical framework for collaboration performance measurement and management.

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