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1 – 10 of 30Marie-Therese Christiansson and Olof Rentzhog
Despite many efforts within organizations toward business process orientation (BPO), research on real-world experiences remains in its infancy. The purpose of this paper is to…
Abstract
Purpose
Despite many efforts within organizations toward business process orientation (BPO), research on real-world experiences remains in its infancy. The purpose of this paper is to redress the existing knowledge gap by analyzing a Swedish public housing company that has made notable effects regarding BPO and to explore lessons learned from the BPO journey (from 1998 to 2013).
Design/methodology/approach
The point of departure is principles in the BPO foundation, principles of successful BPM and effects in empirically based literature. The reconstruction of the narrative case study describes milestones and critical junctions, as well as effects based on quantitative and qualitative data.
Findings
Effects in BPO are demonstrated in terms of higher customer satisfaction, increased innovative ability, improved operational performance, higher employee satisfaction and, as a result of these, increased profitability. Theoretical constructs with implications for the theory building on BPO are suggested in a three-layer management framework – with capabilities and abilities emerging from the case study used as an illustrative example.
Practical implications
Lessons are learned regarding critical practices related to advancement in BPO. A strategy-building process based on eight design propositions is suggested to define the pre-conditions for BPO in an organization.
Originality/value
This is the first longitudinal case study to provide a comprehensive view and detailed insights of a BPO journey and top management performance toward a business process-oriented organization. Practitioners and BPM community get valuable insights into how the temporality and the context shape the BPO maturity process in terms of new organizational structure and roles during the journey.
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Myung-Joong Kim, Juil Kim and Sun-Young Park
This study aims to investigate customers’ churning out of Internet Protocol Television (IPTV) service, one of the most prevalent forms of IT convergence.
Abstract
Purpose
This study aims to investigate customers’ churning out of Internet Protocol Television (IPTV) service, one of the most prevalent forms of IT convergence.
Design/methodology/approach
Based on the review of current literature, a research model is introduced to depict the effects of select independent variables on customer churning behavior. First of all, the two groups are compared in terms of predictor variables, including switching barriers, voice of customer (VOC), membership period and degree of contents usage. Then, a curvilinear regression was applied to understand the association relationship between the level of IPTV contents usage and variables of switching barriers, VOC and membership period. Third, a logit regression was performed to predict customer churning through the variables of switching barriers, VOC, membership period and level of IPTV contents usage.
Findings
Through the empirical analysis, this study analyzed the factors affecting customer churning behavior of IPTV service providers based on switching barriers, VOC and contents usage.
Originality/value
Although several studies on IPTV have been undertaken globally, they have largely depended on self-reporting surveys to examine dynamics between antecedent variables and IPTV performance in terms of customer satisfaction, usage intension and customer retention. This empirical study is performed to understand influential factors of IPTV service defection through the weblog analysis of 3,906 service users, who represented both service defectors and non-defectors during a specific month.
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Sohyoun Synthia Shin and Sungho Lee
This paper aims to provide an examination of firms’ strategic orientations, innovativeness and performance with large Korean companies.
Abstract
Purpose
This paper aims to provide an examination of firms’ strategic orientations, innovativeness and performance with large Korean companies.
Design/methodology/approach
The authors investigated the impacts of firms’ major key strategic orientations (customer orientation [CO], competitor orientation [PO], technology orientation [TO] and internal/cost orientation [IO]) on firm innovativeness (INNO) and performance outcomes with large Korean companies.
Findings
The results of the analysis showed that CO, PO and TO positively influence the innovativeness, which contributes to firm performance.
Originality/value
The authors provide some managerial implications on the multiple roles of strategic orientations on firm INNO and performances, along with limitations of this study and future research directions.
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Atul Kumar Sahu, Abhijeet Katyayan, Umesh Khandey, Prashant Jangde, Anoop Kumar Sahu and Nitin Kumar Sahu
Block chain technology (BCT) has apparent capability of handling information in digital format, which has dragged attention of the practitioners for its utility in industrial and…
Abstract
Purpose
Block chain technology (BCT) has apparent capability of handling information in digital format, which has dragged attention of the practitioners for its utility in industrial and manufacturing practices. Conversely, the managerial adoption of BCT is relatively limited, which motivated the authors to identify crucial dimensions that can persuade the acceptance of BCT from an executive perspective. Thus, the present study is aimed to conduct to understand crucial barriers under BCT for managerial implementation in supply chain management (SCM) of small and medium enterprises (SMEs).
Design/methodology/approach
The present study investigated evident barriers to understand implementation of BCT. A questionnaire based survey is performed to collect primary data from service and manufacturing based companies in India. Survey responses are received online and the data is analyzed in a scorecard. The scorecard embedded the scribed entries of Likert scale to determine the relative score.
Findings
In present study, sixteen barriers from three categories named as technological, organizational and environmental are evaluated, where, five sub-barriers from technological domain, seven sub-barriers from organizational domain and four sub-barriers from environmental domain are evaluated. The findings of the study determined that the three factors, i.e. “complexity in setup/use”, “Security and privacy concern” and “Technological awareness” mostly affect the adaptation of BCT in SCM. Conversely, “Market dynamics”, “Scalability” and “Cost” do not influence the intention to adopt the technology.
Originality/value
Only few studies have endeavored to ascertain the BCT adoption in SCM of SMEs in developing country like India. Thus, the study is filling a momentous gap of mapping BCT dimensions in the scholastic literature. The findings are expected to enable SMEs to understand important factors to be considered for adopting BCT in their curriculum. Furthermore, the study may benefit the BCT developers and suppliers to endure customized solutions based on the findings.
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Vassil Girginov and Holger Preuss
Intangible legacy encapsulates the essence of Olympism and its manifestation, the Olympic Games. Despite significant interest in the capacity of the Olympics to produce notable…
Abstract
Purpose
Intangible legacy encapsulates the essence of Olympism and its manifestation, the Olympic Games. Despite significant interest in the capacity of the Olympics to produce notable changes in society, conceptual difficulties in defining and measuring intangible legacy persist. The study develops a conceptual definition of intangible Olympic legacy.
Design/methodology/approach
The study follows a four-step concept definition approach. It examines and integrates three strands of literature including intangibles, social interactions and public value, which is combined with insights from a longitudinal empirical investigation of intangible Olympic legacy for National Sport Organisations (NSO).
Findings
The proposed concept of intangible legacy defines it an emerging combination of attributes, interactions, processes and technology, with the goal of creating public value which is the ultimate goal of the Olympic Games. Since intangible legacy is qualitative rather than quantitative, a reconsideration of the current research paradigm is also proposed.
Research limitations/implications
The study develops a new analytical device for the investigation of intangible legacies for specific publics such as NSO.
Practical implications
The study carries practical implications for Olympic and events/festival promoters as it allows defining and operationalising the key attributes of the concept.
Originality/value
This is the first study to conceptualise intangible legacy of mega events.
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Felicita Davis, Manoj Britto Francis Gnanasekar and Satyanarayana Parayitam
The present study is aimed at examining the antecedents of online shopping user behavior and customer satisfaction. More specifically, (1) the effect of social influence, variety…
Abstract
Purpose
The present study is aimed at examining the antecedents of online shopping user behavior and customer satisfaction. More specifically, (1) the effect of social influence, variety seeking behavior, advertising and convenience on user behavior, and (2) the effect of user behavior on customer satisfaction are examined.
Design/methodology/approach
A conceptual model is developed and tested after verifying the psychometric properties of the survey instrument. Data were collected from 556 respondents from three major cities (Hyderabad, Chennai and Bangalore) in the southern part of India using structured instrument. Hierarchical regression is performed. Measurement model was checked using structural equation modeling (Lisrel package).
Findings
The results reveal that (1) social influence, (2) variety seeking, (3) advertising, (4) convenience, (5) trust and (6) product factors were positively related to online user behavior. Results also show that user behavior is significantly and positively related to customer satisfaction. The hierarchical regression results also showed moderating effects of (1) trust in the relationship between social influence, variety seeking and user behavior, and (2) product factors in the relationship between advertising, convenience and user behavior. Finally, results suggest that user behavior is partially mediating the relationship between trust and customer satisfaction, i.e. trust has both direct and indirect effect on customer satisfaction.
Research limitations/implications
As with any survey-based research, the present study suffers from the problems associated with self-report measures viz., common method bias and social desirability bias. However, the authors attempted to minimize these limitations by following appropriate statistical techniques.
Practical implications
This study contributes to both practicing managers and the literature on advertising. The study suggests that trust and product play a major role in strengthening the relationship between antecedents and user behavior.
Originality/value
This study provides new insights about the importance of gaining trust in influencing consumer behavior. The conceptual model the authors developed is novel in the sense not many studies are available in India to empirically examine the moderating relationships of trust and product in consumer behavior.
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Haiju Hu, Ramdane Djebarni, Xiande Zhao, Liwei Xiao and Barbara Flynn
Using the combined theoretical umbrella of organizational legitimacy theory, service-dominant logic, fairness heuristic theory and two-factor theory, the purpose of this paper is…
Abstract
Purpose
Using the combined theoretical umbrella of organizational legitimacy theory, service-dominant logic, fairness heuristic theory and two-factor theory, the purpose of this paper is to investigate the effectiveness of different food recall strategies (recall proactiveness and compensation) in terms of both how consumers react (perceived organizational legitimacy and purchase intention) and how recall norms would influence the effectiveness in three countries. In addition to the reporting of important results, this paper provides implications for food companies to handle effectively the recalls, especially when the recalls are cross-country.
Design/methodology/approach
A 2 compensation (high vs low) ×2 recall strategy (proactive vs passive) scenario experiment was conducted in Hong Kong, the USA and Mainland China. After checking the effectiveness of manipulation, the paper tested the main effect and interaction effect of recall proactiveness and compensation on perceived organizational legitimacy and purchase intention. In addition, the mediating effect of perceived organizational legitimacy between recall strategies and purchase intention was also tested.
Findings
Significant main effect, interaction and mediation effect were found across the three countries with a different pattern. For the USA and Mainland China which have strong recall norms, the interaction found followed the predictions of the two-factory theory. However, the pattern found in Hong Kong, which has weak recall norms, followed the predictions of the fairness heuristic theory. Full mediation effect of perceived organizational legitimacy between compensation and purchase intention was found in the USA and Mainland China, while it was only partial in Hong Kong. For the mediation between proactiveness and purchase intention, full mediation was found in Hong Kong and the USA, while it was only partial in Mainland China.
Originality/value
First, this study differentiated food recall strategy into two dimensions – recall proactiveness and compensation. Second, this study tested the applicability of two-factor theory and fairness heuristic theory in recalls by testing the competing hypotheses proposed according to the two theories. Finally, this study can further help our understanding of the recall effectiveness across different recall norms.
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The purpose of this paper is to understand the dynamic and power-laden nature of university–society collaboration from the individual academic's point of view.
Abstract
Purpose
The purpose of this paper is to understand the dynamic and power-laden nature of university–society collaboration from the individual academic's point of view.
Design/methodology/approach
This paper applies an autoethnographic approach in following a specific collaboration process through detailed fieldnotes and continuous reflections.
Findings
This research presents university–society collaboration as an emergent, volatile and fairly unpredictable process, involving a multitude of actors on both sides. The interactions among actors shape the emerging process and power relationships. The academic's situation could be understood in terms of multiple and shifting subject positions that could be embraced, accepted, resisted or surrendered to by the academic.
Practical implications
These findings may help academics with own experiences of collaboration to shed light on their observations. Novice academics, interested in collaborating with society, should be aware of the possibility of tensions and exercise of power in interactions with societal actors. When setting up collaboration agreements, academic and societal actors are advised to openly discuss potential problems and how to handle those.
Originality/value
This unique, in-depth testimony of a single collaboration process from the individual academic's point of view uncovers previously unobserved dynamic and political attributes of the process.
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Maria Palazzo, Pantea Foroudi and Maria Antonella Ferri
This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived…
Abstract
Purpose
This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived value, loyalty, image and purchase intention in the hotel sector.
Design/methodology/approach
The research was conducted using interviews with hospitality managers and guests who had a direct connection with the hotel industry. According to the qualitative study results and literature review, the authors designed a model that was examined via structural equation modelling and fuzzy set qualitative comparative analysis.
Findings
This paper presents a conceptual framework that enhances existing research in the field of study, as it was implemented to measure the antecedent and consequences of perceived service quality. Based on the results from New York and London, the authors found that CRM and convenience have significant impact on perceived service quality. Interestingly, the aggregated data illustrate the negative relationship between image, loyalty and purchase intention.
Originality/value
The approach used by this study is partially in line with previous theoretical analyses and shows appealing patterns in international service quality perception. Besides, the paper adds insights into the realm, linking together different dimensions in order to reach an in-depth understanding and complex analysis of each item that affects and is affected by perceived service quality in the hotel industry.
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Usman Musa, Mastura Jaafar and Faraziera Mohd Raslim
This study attempts to examine the factors that influence user intention to adopt e-procurement in the Nigerian public sector.
Abstract
Purpose
This study attempts to examine the factors that influence user intention to adopt e-procurement in the Nigerian public sector.
Design/methodology/approach
A well-structured questionnaire was used to collect primary data from 278 procurement and information technology (IT) departments’ officials of key federal government ministries and agencies. The technology acceptance model (TAM) model was adopted and extended with security-related factors, namely perceived trust and perceived security. A partial least squares-structural equation modelling (PLS-SEM) approach was used to test and validate the model.
Findings
The results indicated that perceived usefulness is the best predictor of users’ intention to adopt e-procurement, followed by perceived security and perceived trust. In contrast, however, perceived ease of use was found to have a significant negative effect on the intention to adopt e-procurement.
Originality/value
This study is among the first in the Nigerian public sector context to evaluate users’ perceptions on e-procurement adoption with the use of a distinctive research model (TAM). The study's findings contribute to a better understanding of the factors influencing the adoption of e-procurement in the Nigerian public sector.
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