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Article
Publication date: 1 August 1992

Dale S. Rogers, Patricia J. Daugherty and Theodore P. Stank

Reports a recent survey of warehousing firms which examined theextent of involvement in electronic data interchange (EDI) and theimpact which EDI has had on the firms 

Abstract

Reports a recent survey of warehousing firms which examined the extent of involvement in electronic data interchange (EDI) and the impact which EDI has had on the firms′ operations and service capabilities. Warehousing firms providing EDI services to their customers were found to be better able to accommodate selected customers′ requests than firms not providing EDI services. Additionally, the firms providing EDI service were offering more services to their customers than firms not providing EDI service. Based on the research results, EDI firms appear to be more flexible and more responsive to customer requests. EDI offers significant potential for helping firms to gain competitive advantage and enhance customer responsiveness.

Details

International Journal of Physical Distribution & Logistics Management, vol. 22 no. 8
Type: Research Article
ISSN: 0960-0035

Keywords

Article
Publication date: 1 June 2002

Brendan J. Gray, Sheelagh Matear and Philip K. Matheson

Although there are a growing number of studies which have investigated links between market orientation and performance in service firms, there has been limited research…

3593

Abstract

Although there are a growing number of studies which have investigated links between market orientation and performance in service firms, there has been limited research which compares the market orientations of goods and service firms. The results of this study, based on a large multi‐industry sample of New Zealand companies, suggest that to improve business performance service firms should develop information systems to track profitable customers and products, develop a corporate culture which emphasises the needs of stakeholders, and develop policies to encourage ethical conduct. To improve marketing performance firms should improve their levels of market orientation, develop a corporate culture which emphasises the marketing concept and innovation, adopt more proficient new product development processes and explore the possibilities of electronic commerce.

Details

Journal of Services Marketing, vol. 16 no. 3
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 1 January 1987

A. Parasuraman

This paper argues that a genuinely customer‐oriented organizational culture is a prerequisite if service firms are to excel in the marketplace. It presents several traits…

1821

Abstract

This paper argues that a genuinely customer‐oriented organizational culture is a prerequisite if service firms are to excel in the marketplace. It presents several traits or values representing such a culture and discusses the importance of those values by linking them to unique features of the nature and delivery of services. The paper also addresses problems and prospects associated with developing a customer‐oriented culture, and it concludes with implications for services marketing practitioners and researchers.

Details

Journal of Services Marketing, vol. 1 no. 1
Type: Research Article
ISSN: 0887-6045

Article
Publication date: 31 August 2012

Magdy S. Farag and Rafik Z. Elias

The purpose of this study is to examine the impact of public accounting firms' mix of service revenue on their average productivity measured by total revenue per partner.

1989

Abstract

Purpose

The purpose of this study is to examine the impact of public accounting firms' mix of service revenue on their average productivity measured by total revenue per partner.

Design/methodology/approach

Using data from Public Accounting Report on top public accounting firms by revenue, an OLS regression model is applied by regressing revenue per partner on the percentage of revenue generated from auditing and attest, tax, management consulting, and other services independently.

Findings

Results show that the proportion of auditing and attest service revenue is negatively associated with public accounting firms' productivity. However, the proportion of other services revenue, other than tax and management consulting services, is positively associated with productivity. Additional investigation shows that if public accounting firms provide other services in their mix of services, then tax and management consulting services do not contribute to these public accounting firms' productivity.

Research limitations/implications

Results of this study cannot be generalized beyond the top 100 public accounting firms, and the measurement of revenue per partner ignores the exact number of partners within different service areas.

Practical implications

Although auditing and attest services are considered core services of public accounting firms, they do not increase the productivity of the firm.

Originality/value

This study helps in assessing whether average productivity of public accounting firms is affected by the proportion of a specific type of service in the post‐SOX era.

Details

Managerial Auditing Journal, vol. 27 no. 8
Type: Research Article
ISSN: 0268-6902

Keywords

Book part
Publication date: 3 May 2011

Niron Hashai

The chapter investigates the determinants of the extent of foreign services multinationals originating SMOPECs. An inverted U-shaped relationship between the level of…

Abstract

The chapter investigates the determinants of the extent of foreign services multinationals originating SMOPECs. An inverted U-shaped relationship between the level of technological knowledge and extent of foreign services provision is found, stemming from the facilitating and inhibiting effects of technological knowledge on foreign services provision. Standardization of services and their automation positively moderates this relationship. Overall, the chapter highlights the increased importance of relatively small global service providers from SMOPECs as a new type of multinational that is likely increase in its dominancy in the near future.

Details

The Future of Foreign Direct Investment and the Multinational Enterprise
Type: Book
ISBN: 978-0-85724-555-7

Abstract

Details

Review of Marketing Research
Type: Book
ISBN: 978-0-7656-1306-6

Book part
Publication date: 21 May 2010

Tim Kessler and Michael Stephan

As an answer for the limited growth potentials of diversification and internationalization, services became increasingly important for industrial firms in recent years…

Abstract

As an answer for the limited growth potentials of diversification and internationalization, services became increasingly important for industrial firms in recent years. Based on existing and established business concepts, companies explore new segments in their traditional value chains beyond traditional market penetration strategies: they pursue service transition strategies to open up new sources for growth, even in markets that do not promise great expansion potential. Our paper addresses the issue of economies of scope of service transition. In this context, we first explore the question, to what extent the insights about product diversification strategies from physical goods sectors can be transferred to the service sector. Using competence-based considerations on diversification we focus on dynamic economies of scope, whose central idea is exploration and development of new resources rather than the static exploitation of existing ones. Furthermore, we integrate the largely neglected issue of how the phenomenon of service diversification depends on the industry's life cycle stage. In a small empirical study of the German mechanical engineering industry we demonstrate that diversification steps into services require a shift in the resource and competence base of firms. Using a dynamic perspective, we construct a conceptual framework for analyzing and explaining the advantages of service transition strategies. The developed model describes a service diversification trajectory and points out that the establishment of a profitable service business requires the exploration and development of competences and adequate organizational structures.

Details

Enhancing Competences for Competitive Advantage
Type: Book
ISBN: 978-1-84855-877-9

Book part
Publication date: 18 July 2006

Mark Freel

Though KIBS constitute only a small proportion of all services, researchers frequently accord them a significance beyond that indicated by their share in employment or…

Abstract

Though KIBS constitute only a small proportion of all services, researchers frequently accord them a significance beyond that indicated by their share in employment or value added (Tether & Hipp, 2002; Gallouj, 2002). For example, KIBS are held to play ‘an increasingly dynamic and pivotal role in ‘new’ knowledge-based economies’ (Howells, 2000, p. 4), as sources of important new technologies, high-quality, high-wage employment and wealth creation (Tether, 2004). Unfortunately, while much of the rhetoric seems intuitively reasonable, one inevitably encounters definitional difficulties in delimiting the specifics of innovation in KIBS, with a variety of, more or less operational, working definitions employed by the academic literature (Wong & He, 2005).

Details

Entrepreneurship: Frameworks And Empirical Investigations From Forthcoming Leaders Of European Research
Type: Book
ISBN: 978-1-84950-428-7

Book part
Publication date: 27 October 2016

Amy M. Hageman and Dann G. Fisher

Tax professionals in public accounting firms must meet professional standards in working with their clients, but may also face pressure from both their clients and firms

Abstract

Tax professionals in public accounting firms must meet professional standards in working with their clients, but may also face pressure from both their clients and firms when making ethical decisions. The purpose of this study is to examine the influence of client factors on tax professionals’ ethical decision-making. Furthermore, we also investigate how client service climate and different ethical climate types affect these ethical decisions. Based on an experimental design with 149 practicing tax professionals, results indicate that tax professionals are not swayed by client importance or social interaction with the client when making ethical decisions. However, tax professionals are more likely to engage in ethical behavior when their own accounting firm monitors and tracks the quality of client service, whereas unethical behavior is more common when public accounting firms emphasize using personal ethical beliefs in decision-making. The results of the study suggest the importance of strong policies and procedures to promote ethical decision-making in firms.

Details

Research on Professional Responsibility and Ethics in Accounting
Type: Book
ISBN: 978-1-78560-973-2

Keywords

Article
Publication date: 20 January 2022

Manoj Kumar, Pradeep Mamgain, Srinivas Subbarao Pasumarti and Pooja K. Singh

The purpose of the study is to explore the relationship among organisation information technology support (OITS), knowledge sharing behaviour (KSB) and service innovation…

Abstract

Purpose

The purpose of the study is to explore the relationship among organisation information technology support (OITS), knowledge sharing behaviour (KSB) and service innovation performance (SIP) in the context of the Indian Hospitality Industry (IHI). This study also attempts to examine the role of KSB as a mediator in the relationship between IT support and SIP and the firm age test as a moderating variable for service innovation performance.

Design/methodology/approach

Proposed relations are empirically examined, and the study was carried out on 115 employees from 71 randomly selected hotels situated in the major five travel destinations of Uttarakhand state of India. Initially, confirmatory factor analysis was performed to validate the construct, afterword structural equation modeling (SEM)-Path analysis was accomplished. The researcher examines the mediation and moderation relations of the variables through statistical tests executed with the help of AMOS 24 and SPSS 26.

Findings

The study result indicated that organisation IT support has a positive influence on knowledge sharing and SIP. The mediation result findings showed KSB is partially mediated between OITS and SIP. Sequentially, firm age moderation found the statistical results shown significant difference in young and old hotels.

Research limitations/implications

This study only covers the aspect of the “knowledge sharing behaviour” dimension among the major organizations’ IT support capabilities and examined both variables that might be anticipated in SIP. Considering this limitation, new areas of research investigation are open to future researchers.

Practical implications

The study has both theoretical and managerial implications for academicians, practitioners and researchers. An attempt to conceptualise detailed insights on organisational IT support adaptation and KSB enhancement, which further leads to lifting SIP. Moreover, the study recommended for professionals to implement KM practices and mobilise the knowledge resources optimally to achieve better organizational outcomes.

Originality/value

The study attempts to delineate the proposed relationship and provides valuable insights for practitioners and academicians by including the knowledge sharing dimension to improve the SIP context of the IHI.

Details

VINE Journal of Information and Knowledge Management Systems, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2059-5891

Keywords

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