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11 – 20 of 25Wander Trindade Venturini and Óscar González Benito
This article aims to seek to provide a performance measurement scale for customer relationship management (CRM) software. The CRM concept is wide, yet prior literature offers only…
Abstract
Purpose
This article aims to seek to provide a performance measurement scale for customer relationship management (CRM) software. The CRM concept is wide, yet prior literature offers only specific approaches. This scale goes beyond specific scenarios, to cover the various perspectives on CRM and provide quantitative validation of the measures.
Design/methodology/approach
This paper describes the complete process for conceptualizing and operationalizing this reflective second-order construct, including a thorough literature review, qualitative research and a quantitative study with 208 companies that have implemented CRM software.
Findings
Three main, interconnected constructs emerge to measure CRM software performance: customer life cycle, firm performance and operational performance. Retention, loyalty and satisfaction indicators form the customer life-cycle dimension. Firm performance refers to market share, efficiency, product adaptation, and new product launch indicators. The operational dimension includes improvement in sales performance, marketing campaigns, customer service and analysis of customer information.
Research limitations/implications
This scale guides every element involved in CRM software implementation, toward a common objective.
Practical implications
The CRM scale supports CRM software industry players and firms that intend to implement CRM software. The three model constructs provide guidelines about which improvements should be noted with a CRM implementation.
Social implications
This scale help the companies who intend to implement CRM software conduct their agreement with the other parts involved (consultants, software developers and the firm).
Originality/value
This paper meets an identified need, namely, to provide a CRM software performance measurement scale. The huge, unique sample is exclusive and obtained from a dedicated CRM software developer.
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Ligiane Cristina Braga de Oliveira Friaes, Thiago Poleto, Thárcylla Rebecca Negreiros Clemente, Camila Carvalho Ramos, Victor Diogho Heuer de Carvalho and Thyago Celso Cavalcante Nepomuceno
Researchers in the field recognize the importance of the relationship between contractor and contractee in the process of information technology (IT) outsourcing. However, little…
Abstract
Purpose
Researchers in the field recognize the importance of the relationship between contractor and contractee in the process of information technology (IT) outsourcing. However, little is known about the impact of the manager's profile in this process. Thus, the objective of this research was to analyze the impact of the perception of competence, autonomy and relationship of public managers on relational governance (RG), as well as, to identify the effect of perceived control in this relationship.
Design/methodology/approach
This study uses a quantitative approach to investigate the impact of the behavioral characteristics of IT managers from the self-determination theory (SDT). The data were collected in Brazilian public institutions active in the areas of education, finance, statistics and technology, and the hypotheses were identified and evaluated using the technique of partial least squares structural equation modeling (PLS-SEM).
Findings
The results identified that managers' self-determination is related to the perception of control, which, consequently, impacts the RG by providing feelings of competence and autonomy capable of building a beneficial relationship with the IT provider.
Practical implications
This study promotes the understanding that upper management needs to support the autonomy of managers to increase their levels of intrinsic motivation when managing supplier deliveries.
Originality/value
The application of SDT to the IT outsourcing context provides new insights into the mediation of perceived control by explaining the relationship between managers' expectations and motivations as an important driver for RG.
Objetivo
Los investigadores en la materia reconocen la importancia de la relación entre contratista y contratado en el proceso de externalización de las tecnologías de la información (TI). Sin embargo, poco se sabe sobre el impacto del perfil del gestor en este proceso. Así, el objetivo de esta investigación fue analizar el impacto de la percepción de competencia, autonomía y relación de los gestores públicos en la gobernanza relacional (GR), así como, identificar el efecto del control percibido en esta relación.
Diseño/metodología/enfoque
Este estudio utiliza un abordaje cuantitativo para investigar el impacto de las características de comportamiento de los gestores de TI a partir de la teoría de la autodeterminación (TAD). Los datos fueron recolectados en instituciones públicas brasileñas que actúan en las áreas de educación, finanzas, estadística y tecnología, y las hipótesis fueron identificadas y evaluadas utilizando la técnica de modelado de ecuaciones estructurales por mínimos cuadrados parciales (PLS-SEM).
Conclusiones
Los resultados identificaron que la autodeterminación de los directivos está relacionada con la percepción de control, en consecuencia, repercute en el GR al proporcionar sentimientos de competencia y autonomía capaces de construir una relación beneficiosa con el proveedor de TI.
Implicaciones prácticas
Este estudio promueve la comprensión de que la alta dirección necesita apoyar la autonomía de los directivos para aumentar sus niveles de motivación intrínseca a la hora de gestionar las entregas de los proveedores.
Originalidad
La aplicación de la teoría de la autodeterminación al contexto de la subcontratación de TI proporciona nuevos conocimientos sobre la mediación del control percibido al explicar la relación entre las expectativas y motivaciones de los directivos como un importante impulsor de la GR.
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With knowledge management as the strategic intent and learning to learn as the strategic weapon, the current management focus is on how to leverage knowledge faster and better…
Abstract
With knowledge management as the strategic intent and learning to learn as the strategic weapon, the current management focus is on how to leverage knowledge faster and better than competitors. Research demonstrates that it is the cultural mindset of the people in the organisation that primarily defines success in knowledge intensive organisations. This article highlights the importance of people management in the knowledge economy, explores major challenges to human resource management (HRM) in managing knowledge workers, and identifies some key HR strategies for effective people‐centric partnership in knowledge management, namely, trusting HR philosophy, institutionalising learning to learn, and fine tuning HR systems in recruitment, retainment, performance and reward management of intellectual capital in a multi‐national context. This article reflects the key themes from the author's recent book, Managing People in the New Economy, published by Sage.
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The study aims to examine the impact of the firm life cycle on the misclassification practices of Indian firms. The study also examines the impact of International Financial…
Abstract
Purpose
The study aims to examine the impact of the firm life cycle on the misclassification practices of Indian firms. The study also examines the impact of International Financial Reporting Standards (IFRS) on the misclassification practices of Indian firms.
Design/methodology/approach
The study uses Dickinson (2011) cash flow patterns to classify firm-years under life cycle stages. Two forms of misclassification, namely revenue misclassification and expense misclassification have been examined in this study.
Findings
Based on a sample of 19,268 Bombay Stock Exchange (BSE) firm-years spanning over ten years from March 2010 to March 2019, results show that firms operating at high (low) life cycle stage are more likely to be engaged in revenue (expense) misclassification, implying that firms substitute between the classification shifting tools depending upon ease and needs of each tool. Further, our results demonstrate that the magnitude of expense shifting has been significantly increased among test firms (firms reporting under IFRS) relative to benchmark firms (firms reporting under domestic GAAP) in the post-IFRS adoption period, implying that adoption of IFRS negatively affects the accounting quality of Indian firms.
Research limitations/implications
The study considers only two main forms of misclassification, namely revenue and expense misclassification. However, future research may explore the cash flow misclassification.
Practical implications
The findings suggest that standard-setting authorities make more mandatory disclosure requirements under IFRS to curb the corporate misfeasance of classification shifting.
Originality/value
First, the study is among the earlier attempts to examine the impact of the firm life cycle on misclassification practices. Second, the study explores the unique Indian institutional settings concerning the phased-manner implementation of IFRS and examines its impact on the classification shifting practices of firms.
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M. Sadiq Sohail and Salina Daud
This paper seeks to examine the factors and barriers that contribute to successful knowledge sharing among the university teaching staff.
Abstract
Purpose
This paper seeks to examine the factors and barriers that contribute to successful knowledge sharing among the university teaching staff.
Design/methodology/approach
Based on an extensive review of literature, measures of knowledge sharing are identified. These include such factors as nature of knowledge, working culture, staff attitudes, motivation to share and opportunities to share. A model is developed for the study and hypotheses are formulated. Primary data were collected through a survey from a sample of teaching staff from both public and private universities in Malaysia.
Findings
Based on empirical research, the study shows some contrasting findings. As for the sample drawn from teaching staff belonging to public universities, there is a significant relationship between knowledge sharing and the independent factors mentioned earlier. Results from the sample from staff teaching in private universities do not show such relationships.
Research limitations/implications
The sample size itself and the generalisation of results to teaching staff from higher education institutions in Malaysia constitute a major limitation.
Practical implications
The findings of the study provide useful insights to management of higher education institutions in providing facilities to enhance knowledge sharing among teaching staff.
Originality/value
The study makes a valuable contribution, given that there is a dearth of empirical studies of this nature focusing on the South East Asian region.
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Angel Eustorgio Rivera, Lucía Rodríguez-Aceves and Barbara I. Mojarro-Duran
This study aims to generate additional insights into the relationship between knowledge sharing (KS) and psychological safety (PS) in an inter-organisational arrangement through…
Abstract
Purpose
This study aims to generate additional insights into the relationship between knowledge sharing (KS) and psychological safety (PS) in an inter-organisational arrangement through the lens of the knowledge-based view and PS theory.
Design/methodology/approach
A relational data survey was designed to collect systematic information from key actors in two manufacturing organisations. The questionnaire assessed KS as the dependent variable and four independent variables – three behavioural (respect, tolerance, trust) and one contextual (suitable working environment) – as proxies of PS. The multiple regression quadratic assignment procedure was used to analyse the effect of PS on KS.
Findings
This paper strengthens the findings of previous studies that identify PS as a relevant antecedent of KS in organisations. Additionally, the paper also suggests that a relational approach is more relevant to understand PS as a group concept measured through networks of respect, tolerance, trust and suitable working environments.
Practical implications
This study may help managers identify ways in which they can strengthen the work-related relationships when such behavioural and contextual variables occur in inter-organisational arrangements, and thus obtaining additional relational rents based on an increase in KS.
Originality/value
This study contributes to the literature on how KS in organisations is driven by behavioural and contextual variables that can be operationalised as PS. Moreover, this study expands the understanding of previous research on PS by taking a relational approach to its conceptualisation and measurement within a Latin American context.
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Ali Intezari, David J. Pauleen and Nazim Taskin
The purpose of this paper is to examine the factors that influence knowledge processes and by extension organisational knowledge culture (KC).
Abstract
Purpose
The purpose of this paper is to examine the factors that influence knowledge processes and by extension organisational knowledge culture (KC).
Design/methodology/approach
Using a systematic model development approach based on an extensive literature review, the authors explore the notion of organisational KC and conceptualise a model that addresses the following research question: what factors affect employees’ values and beliefs about knowledge processes and by extension organisational KC?
Findings
This paper proposes that knowledge processes are interrelated and mutually enforcing activities, and that employee perceptions of various individual, group and organisational factors underpin employee values and beliefs about knowledge processes and help shape an organisation’s KC.
Research limitations/implications
The findings extend the understanding of the concept of KC and may point the way towards a unifying theory of knowledge management (KM) that can better account for the complexity and multi-dimensionality of knowledge processes and KC.
Practical implications
The paper provides important practical implications by explicitly accounting for the cultural aspects of the inextricably interrelated nature of the most common knowledge processes in KM initiatives.
Originality/value
KM research has examined a long and varied list of knowledge processes. This has arguably resulted in KM theorizing being fragmented or disintegrated. Whilst it is evident that organisational culture affects persons’ behaviour in the organisation, the impact of persons’ values and beliefs on knowledge processes as a whole remain understudied. This study provides a model of KC. Moreover, the paper offers a novel systematic approach to developing conceptual and theoretical models.
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Anjali Dutta, Santosh Rangnekar and Piyali Ghosh
This study aims to investigate how an individual’s perception of team goal priority can be affected by personal interaction, with co-worker support mediating the influence and…
Abstract
Purpose
This study aims to investigate how an individual’s perception of team goal priority can be affected by personal interaction, with co-worker support mediating the influence and communities of practice moderating the indirect effect of co-worker support.
Design/methodology/approach
Responses from 235 respondents working in private and public manufacturing and service enterprises in India collected through a structured questionnaire were statistically analysed using confirmatory factor analysis, structural equation modelling and PROCESS Macro with random bootstrap resample.
Findings
Findings showed a positive relationship between personal interaction and the perception of individuals about team goal priority that was partially mediated by co-worker support. Communities of practice moderated the influence of personal interaction on co-worker support and the conditional indirect effect of personal interaction on the perception of team goal priority.
Practical implications
The results highlight the need for greater employee collaboration towards prioritizing team goals, thus showing a psychologically collectivist attitude. Policies and procedures to create and sustain organization-level communities of practice with employees across departments and hierarchies can also be helpful. Emphasizing the social exchange perspective, the authors recommend improving the overall work climate of any organization.
Originality/value
This paper explains the motivating source of personal interactions and co-worker support for prioritizing team goals in an organization. Establishing the moderating role of communities of practice, the authors have confirmed the role of a social learning system in prioritizing team goals.
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Muhammad Nawaz Khan and Muhammad Faisal Malik
The purpose of this paper is to check the mediating role of work engagement (WE) between leader – member exchange and extra-role behaviours (ERBs) like organizational citizenship…
Abstract
Purpose
The purpose of this paper is to check the mediating role of work engagement (WE) between leader – member exchange and extra-role behaviours (ERBs) like organizational citizenship behaviour, knowledge sharing behaviour and innovative work behaviour.
Design/methodology/approach
Hypothetical deductive method was used. Longitudinal, time-lagged approach (three times) was used to collect the data using structured questionnaire.
Findings
It has been found that the WE plays its mediating role between leader – member exchange, organizational citizenship behaviour and innovative work behaviour but not for knowledge sharing behaviour.
Research limitations/implications
Data related to dependent variables, specifically and for the whole model generally, was collected through self-reported questionnaire, which leads toward self-serving bias at respondents’ end, as exaggeration/manipulation in responses is highly expected. Second mediating role of WE between leader – member exchange and knowledge sharing behaviour has not been proven, but same mediating role has been found in case of organizational citizenship behaviour and innovative work behaviour which is beyond understanding, as all dependent variables are actually different facets of ERBs. Lastly, data for the study variable has been collected from research and development and IT-related organizations only, which can question the generalization of the survey results to other sectors/organizations.
Practical implications
The study concluded that leader’s exchange plays a vital role for under commands’ ERBs, and WE vitally predicts ERBs; organizational leaders need to pay attention to this part, in Pakistan, being a poor/developing country fulfilling necessary psychological needs can result in better engagement at employees end. Study findings have importance with the view of training, as while conducting training, strategies through which leaders/supervisors may be trained about how they can build good exchange with their subordinates must be incorporated. This study has significance for policy makers, while making policies, as they consider deviant work behaviours as dangerous phenomena, at the same time they need to recognize the importance of ERBs.
Originality/value
Early mechanism of work performance did not cover full range of behaviours, so now it has been changed from fixed tasks written in employee’s job description (in-role) to broader terms (extra-role) due to uncertain and dynamic work requirements. Extra-role behaviours are more important for the organization as compared to in-role performance. So, a pathway of WE has been established through which ERBs can be expected. Current study was an attempt to explore that how leader can play his role in this situation.
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In light of the important roles of organizational culture and leadership style in IT-adoption intention and knowledge-sharing intention, the purpose of this paper is to…
Abstract
Purpose
In light of the important roles of organizational culture and leadership style in IT-adoption intention and knowledge-sharing intention, the purpose of this paper is to investigate the relationships among IT involvement, IT-adoption intention, and knowledge-sharing intention, as well as the moderating effects of organizational culture and leadership style on IT-adoption intention and knowledge-sharing intention.
Design/methodology/approach
This study begins with a literature review followed by the use of a questionnaire method and statistical analytical techniques (hierarchical regression analysis) to investigate the relationships among IT involvement, IT-adoption intention, knowledge-sharing intention, organizational culture, and leadership style.
Findings
The result showed that IT involvement has a significant and positive influence on IT-adoption intention, which further affects the knowledge-sharing intention. Moreover, organizational culture and leadership style have moderating effects on the IT adoption and knowledge-sharing intention.
Research limitations/implications
This research applied a purposive sampling method and obtained a slightly inadequate number of respondents. Therefore, it is suggested that future research should apply random sampling method to collect more responses and increase the generalizability of the findings.
Practical implications
This research suggests that organizations which adopt servant leadership or charismatic leadership, as well as organizations with clan or hierarchy cultures should work on enhancing staff’s knowledge-sharing intention by first raising their IT-adoption intention.
Originality/value
If an enterprise would like to encourage its staff to be more proactive at adopting IT and more willing to share knowledge, then it should first examine its current leadership style and organizational culture in order to propose concrete and effective methods to achieve this, and at the same time, this can help stimulate organizational learning and generate new ideas and knowledge.
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