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Article
Publication date: 1 February 2003

Rakhee Vyas and Anne L. Souchon

Using information effectively has become a critical determinant for gaining competitive advantage and enhancing business performance. In this context, the need for further…

1295

Abstract

Using information effectively has become a critical determinant for gaining competitive advantage and enhancing business performance. In this context, the need for further research into export information use is particularly pressing, given the increased recognition that mere export information acquisition is not sufficient to ensure optimal decision‐making quality for foreign markets. Information use has been conceptualised in the past as a multi‐dimensional construct encompassing instrumental, conceptual, and symbolic use, with most studies focusing on the first two dimensions. However, the nature of the export‐non‐export dichotomy within firms sets the scene for political information‐related activity and thus symbolic use of export information. This paper presents a multidimensional conceptualisation of symbolic use of export information, anchored in a cross‐disciplinary review of the literature. Key propositions regarding the impact of symbolic use of export information on export performance are also proposed. Conclusions are drawn and a future research agenda is outlined.

Details

International Marketing Review, vol. 20 no. 1
Type: Research Article
ISSN: 0265-1335

Keywords

Article
Publication date: 18 May 2018

Shu-pei Tsai

Enhancing the innovative behaviour of knowledge workers is a main task in knowledge management. The pay-for-performance policy is one of the management practices for innovative…

2190

Abstract

Purpose

Enhancing the innovative behaviour of knowledge workers is a main task in knowledge management. The pay-for-performance policy is one of the management practices for innovative behaviour enhancement and has been gaining popularity in the knowledge-intensive context. However, it is still uncertain whether such practice really enhances the innovative behaviour of knowledge workers. To address this issue, this paper aims to propose and verify a conceptual framework incorporating kernel notions of social exchange, psychological empowerment and work engagement rooted in the social cognition paradigm.

Design/methodology/approach

The current study conducts a survey on 608 knowledge workers and their supervisors, validating the model structure and causal path pattern of the proposed framework. The causality is delineated from social exchange attributes of financial incentive, psychological empowerment and work engagement to innovative behaviour of knowledge workers.

Findings

Perceived organisational support and perceived pay equity are primary antecedents of symbolic incentive meaning reflected in the financial incentive of the pay-for-performance policy. Symbolic incentive meaning comprising dimensions of relative position, control and personal importance relates positively to innovative behaviour of knowledge workers. Psychological empowerment and work engagement are partial mediators of the positive relationship.

Originality/value

The current study explicates why and how social exchange attributes of the financial incentive provided by the pay-for-performance policy may enhance innovative behaviour of knowledge workers. Implications are supplied to knowledge management scholars and practitioners to optimise the pay-for-performance policy for innovative behaviour enhancement.

Details

Journal of Knowledge Management, vol. 22 no. 8
Type: Research Article
ISSN: 1367-3270

Keywords

Article
Publication date: 13 April 2023

Yimin Zhu, Jiemin Zhang and Jifei Wu

This study aims to explore the recovery performances of chatbots (vs human employees) and help firms use chatbots to carry out effective service recovery.

1348

Abstract

Purpose

This study aims to explore the recovery performances of chatbots (vs human employees) and help firms use chatbots to carry out effective service recovery.

Design/methodology/approach

Two experiments were conducted to test the proposed hypotheses.

Findings

The results show that compared with human employees’ recovery, chatbots’ recovery leads to lower customer satisfaction and revisit intention. This effect is more significant for symbolic recovery instead of economic recovery. Perceived distributive and interactional justice mediate the interaction effect of recovery provider and recovery strategy on recovery performance. Using immediate recovery rather than delayed recovery can attenuate chatbots’ poor performances in symbolic recovery.

Originality/value

This study enriches the chatbot research and the service recovery literature by deploying chatbots into the service recovery setting. Using an integrated theoretical model including recovery strategy and recovery timing, this study provides substantive insight into how firms can enhance chatbots’ recovery performances.

研究目的

本研究旨在探索聊天机器人(与人类员工相比)的服务补救表现, 并帮助公司使用聊天机器人进行有效的服务补救。

研究设计/方法/途径

本研究进行了两个实验来检验提出的理论假设

调查发现

结果表明, 与人类员工的服务补救相比, 聊天机器人的服务补救导致顾客满意度和再惠顾意愿降低。 这种效应对于象征补救而非功利补救更为显著。 分配公平和互动公平在服务补救提供者和补救策略的交互作用对补救表现的影响中起到了中介作用。 使用立即补救而不是延迟补救可以减轻聊天机器人象征补救方面的不良表现。

研究原创性/价值

本研究通过将聊天机器人部署到服务补救环境中丰富了聊天机器人研究和服务补救文献。 本研究通过构建包括服务补救策略和补救时机在内的综合理论模型, 为企业如何提高聊天机器人的服务补救表现提供了实质性的见解。

Article
Publication date: 20 February 2017

Francisco G. Nunes, Janet E. Anderson, Luis M. Martins and Siri Wiig

The purpose of this paper is to examine the effect of ownership of community pharmacies on the perception of organizational identity and its relationships with organizational…

Abstract

Purpose

The purpose of this paper is to examine the effect of ownership of community pharmacies on the perception of organizational identity and its relationships with organizational performance.

Design/methodology/approach

A survey was carried out on a sample of pharmacists working in community pharmacies in Portugal. The sample comprised 1,369 pharmacists, of whom 51 percent were owner-managers. Measures of pharmacies’ normative (community health oriented) and utilitarian (business oriented) identities, identity strength (clear and unifying), substantive (stockholder focused) and symbolic (society focused) performance were included.

Findings

Both owners and employed pharmacists rated the normative identity of pharmacies higher than the utilitarian identity. Compared with employed pharmacists, owners perceive a lower level of utilitarian identity, the same level of normative identity, and higher levels of identity strength. Normative identity and identity strength predicted symbolic performance. Normative and utilitarian identities and identity strength predicted substantive performance. The relationship between utilitarian identity and substantive performance was significant among owner pharmacists but not among employed pharmacists.

Research limitations/implications

The limitations include the use of perceptive measures and the focus on the individual level of analysis.

Practical implications

In order to improve pharmacies’ performance, pharmacists who manage community pharmacies are challenged to reconcile tensions arising from the co-existence of business and community health identities and from their own agency (self-serving) and stewardship (altruistic) motives.

Originality/value

This study draws on institutional, identity and stewardship theories to understand how pharmacists, owners and employees, view the identity of community pharmacies and how identity relates to organizational performance.

Details

Journal of Small Business and Enterprise Development, vol. 24 no. 1
Type: Research Article
ISSN: 1462-6004

Keywords

Article
Publication date: 30 October 2018

Muhammad Safdar Sial, Zheng Chunmei, Tehmina Khan and Vinh Khuong Nguyen

The purpose of this paper is to examine the relationship between corporate social responsibility (CSR) and firm performance and the moderating role of earnings management on the…

3643

Abstract

Purpose

The purpose of this paper is to examine the relationship between corporate social responsibility (CSR) and firm performance and the moderating role of earnings management on the relationship between CSR and firm performance.

Design/methodology/approach

The empirical study used the updated data set (3,481 unbalanced observations for period 2009–2015) from Chinese listed companies on Shenzhen and Shanghai stock exchanges. The generalized method of moments (GMM) statistical approach has been used for the analysis. The authors utilized STATA to test GMM on a sample of Chinese listed firms data over the period 2009–2015. The unbalanced sample obtained 3,481 observations from China stock market and accounting research database and CSR ratings provided by Rankins (RKS).

Findings

The results demonstrated that CSR has a positive and significant relationship with firm’s performance; also, earnings management has a negatively moderate relationship between CSR and firm performance. These results imply that a high value of earnings management, which results in high level of symbolic CSR, converts to low firm performance of the Chinese firms. CSR actions (only as symbolic measures) promoted by managers as a means to cover their profit management incite an adverse effect on the company’s performance. This study has highlighted the impact of two different corporate social responsibilities: substantive and symbolic (genuine CSR vs greenwashing) on firm performance.

Research limitations/implications

The results of this investigation will be of distinct interest to company owners who wish to ascertain the effectiveness of the sustainability decisions of directors and managers, and also to investors and public authorities to estimate the positive relationship between CSR and company’s reputation and image, and thus, the positive influence on firm performance.

Originality/value

Previous studies have generally focused on the relationship between CSR and firm performance. This study provides the impact of earnings management (measurement of both aspects of accrual-based earnings management and real earnings management) on this relationship. Furthermore, this study examines the state of CSR in the Chinese market and provides empirical evidence of this relationship in emerging markets.

Details

Asia-Pacific Journal of Business Administration, vol. 10 no. 2/3
Type: Research Article
ISSN: 1757-4323

Keywords

Article
Publication date: 14 June 2024

Heba Salah Zaki and Bassam Samir Al-Romeedy

Artificial intelligence-based chatbots are frequently used to handle customer complaints in the hospitality and tourism sectors; however, little is known about their recovery…

Abstract

Purpose

Artificial intelligence-based chatbots are frequently used to handle customer complaints in the hospitality and tourism sectors; however, little is known about their recovery strategies. Further, the widespread usage of chatbots is anticipated to affect customers' favorable responses. Therefore, this study aims to examine how chatbots’ symbolic recovery influences customer forgiveness through customer empathy and explore the moderating effect of time pressure on it. Moreover, it investigates the effect of customer forgiveness on customer reconciliation and customer continuous trust.

Design/methodology/approach

Structural equation modeling was used to analyze data collected from 994 customers who have experienced chatbot recovery in tourism and hospitality during the past four months.

Findings

The results show that chatbots’ symbolic recovery stimulates customer forgiveness, which subsequently positively affects customer reconciliation and customer continuous trust. Moreover, customer empathy partially mediates the effect of chatbots’ symbolic recovery on customer forgiveness, and time pressure plays a moderating role in the relationship between chatbots’ symbolic recovery and customer forgiveness.

Practical implications

The results offer highly persuasive insights that may be used to promote chatbots’ symbolic recovery in tourism organizations. The effectiveness of chatbots’ symbolic recovery in achieving customer forgiveness will motivate tourism organizations to use chatbots efficiently in service recovery.

Originality/value

This study extends the theoretical scope of chatbot research by investigating the symbolic recovery capabilities of chatbots. Moreover, it expands the application of SOR theory in the context of chatbot service recovery and reveals the underlying mechanism behind the impact of chatbots’ symbolic recovery on customer forgiveness, thus building and testing an integrative model of chatbot service recovery.

研究目的

系统评估阻碍因素作为技术接受模型(TAM)的先驱方面存在一定的空白。本研究调查了三个阻碍因素, 即不适感、不安全感和风险。此外, 本研究提出了调节变量 - 个人能力(PC), 并测试其对感知有用性(PU)、感知易用性(PEU)和行为意图(BI)之间关系的影响。

研究方法

使用量化数据分析验证了通过Smart PLS4使用的调整模型。对327名有效受访者的数据进行了分析。

研究发现

不适感是影响PU和PEU的显著先驱因素。不安全感和风险分别是PEU和PU的抑制因素。本研究在稀缺文献中贡献了个人能力的调节效应, 积极调节PU和BI之间影响的研究。

研究创新

本研究通过纳入阻碍因素并探索个人能力在AR眼镜方面的调节作用, 为TAM提供了一种新的拓展。此外, 该研究还使创新公司能够通过用户的反馈来增强其产品和服务的设计。

Open Access
Article
Publication date: 18 August 2022

Leanne Johnstone

This study aims to address how the ISO 14001 standardisation and certification process improves substantive performance in small to medium-sized enterprises (SMEs) through the…

3084

Abstract

Purpose

This study aims to address how the ISO 14001 standardisation and certification process improves substantive performance in small to medium-sized enterprises (SMEs) through the development of an environmental management control system (EMCS).

Design/methodology/approach

A qualitative cross-case interview design with those responsible for the implementation of an environmental management system (certified to ISO 14001) in SMEs is adopted to inductively “theorise” the EMCS.

Findings

The design and monitoring of environmental controls are often beyond the scope of the SMEs’ top management team and include extra-organisational dimensions such as the external audit and institutional requirements. This suggests more complex control pathways for SMEs to produce EMCS that primarily function as packages and are broader than the analytical level of the firm. Here, controlling for environmental performance exists at strategic and operational levels, as well as beyond the SMEs’ boundaries.

Practical implications

Various internal controls are put forward for SME owner-managers to meet environmental targets (e.g. gamification and interpersonal communication strategies). This builds upon a broader accountability perspective wherein formalised hierarchical control is only one route for ensuring sustainable action within the ISO 14001-certified SMEs.

Social implications

This study contributes to a more sustainable society through developing an understanding of how environmental sustainability is substantively managed by SMEs to improve performance for current and future generations.

Originality/value

This paper, to the best of the author’s knowledge, is one of the first to establish how SMEs control for environmental sustainability from empirically derived evidence. In doing so, it provides an example of the EMCS for the SME context.

Details

Sustainability Accounting, Management and Policy Journal, vol. 13 no. 5
Type: Research Article
ISSN: 2040-8021

Keywords

Article
Publication date: 23 August 2021

Richard Badham

Taking issue with the predominance of reviews of James March’s writings that focus on his technical contributions to organizational studies, this study aims to emphasize the…

Abstract

Purpose

Taking issue with the predominance of reviews of James March’s writings that focus on his technical contributions to organizational studies, this study aims to emphasize the central significance and contemporary relevance of his critical reflections on the meaning of life and work in modern organizations.

Design/methodology/approach

The paper uses a novel framework illustrated by extensive original quotations for capturing and making more accessible March’s profound contribution to organization studies. His work on organizational behaviour and decision-making is viewed as identifying and grappling with three key paradoxes of modernity: of rationality, performance and meaning. His prescriptions on how to handle and address these paradoxes are explored through a focus on his reflections on the poetry of leadership.

Findings

Whilst March himself emphasized that not all of his insights can be captured in an article level overview, March, his collaborator Olsen and others who worked with and studied under him have confirmed the accuracy of the review and the value of the enterprise.

Practical implications

Capturing March’s advocacy of sensible foolishness and playful seriousness in the face of ambiguity, uncertainty and contestation hopefully contribute to enhancing practitioners’ “lightness of being” in coping with and finding meaning in challenging environments.

Originality/value

Through the range of ideas covered, the framework used and the extensive use of March’s own worlds, the study, hopefully, communicates the depth and richness of March’s humanitarian enterprise and the “playfully serious spirit” that he advocates and exemplifies – in a way that is often omitted from narrower, more technical and somewhat dry treatments of his work.

Details

Journal of Management History, vol. 28 no. 1
Type: Research Article
ISSN: 1751-1348

Keywords

Open Access
Article
Publication date: 24 June 2024

James D. Doyle and John A. Parnell

Firms are advocating for social change to a growing extent, but the performance implications of corporate activism are not clearly understood. This study aims to introduce social…

Abstract

Purpose

Firms are advocating for social change to a growing extent, but the performance implications of corporate activism are not clearly understood. This study aims to introduce social nonmarket strategy (SNMS) as a goal-directed form of corporate activism, explore whether such strategy harms corporate financial performance (CFP), and assess the buffering potential of effective market-based strategy and good standing with stakeholders.

Design/methodology/approach

A reflective measurement model and all hypothesized relationships were tested using consistent partial least squares structural equation modeling on a data set of 202 US-based small, medium, and large manufacturing and service firms.

Findings

SNMS is positively related to good standing with stakeholders but negatively related to CFP. By contrast, a higher market strategy (MS) is positively associated with both stakeholder performance and CFP. MS and stakeholder performance buffer but do not fully neutralize the adverse financial effect of SNMS.

Practical implications

Firms undertaking SNMS face serious risks. However, effective MS and higher levels of stakeholder performance can buffer but not fully neutralize the adverse financial effect of SNMS.

Originality/value

This research introduces SNMS as a goal-directed form of corporate activism, establishes the conflicting performance effects of such strategy and estimates the buffering potential of MS and stakeholder performance.

Details

Journal of Ethics in Entrepreneurship and Technology, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2633-7436

Keywords

Article
Publication date: 17 August 2021

Julija Winschel

In view of the current climate change emergency and the growing importance of the climate-related accountability of companies, this paper aims to advance a comprehensive…

Abstract

Purpose

In view of the current climate change emergency and the growing importance of the climate-related accountability of companies, this paper aims to advance a comprehensive understanding of the determinants of carbon-related chief executive officer (CEO) compensation.

Design/methodology/approach

Building on the agency-theoretical perspective on executive compensation and existing work in the fields of management, corporate governance, cultural studies, and behavioral science, this paper derives a multilevel framework of the determinants of carbon-related CEO compensation.

Findings

This paper maps the determinants of carbon-related CEO compensation at the societal, organizational, group, and individual levels of analysis. It also provides research propositions on the determinants that can support and challenge the implementation of this instrument of environmental corporate governance.

Originality/value

In the past literature, the determinants of carbon-related CEO compensation have remained largely unexplored. This paper contributes to the academic discussion on environmental corporate governance by showcasing the role of interlinkages among the determinants of carbon-related CEO compensation and the possible countervailing impacts. In view of the complex interdisciplinary nature of climate change impact, this paper encourages businesses practitioners and regulators to intensify their climate change mitigation efforts and delineates the levers at their disposal.

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