Exploring an adaptability approach: how creative return processors impact firm performance

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jennifer A. Espinosa ◽  
James Stock ◽  
David J. Ortinau ◽  
Lisa Monahan
Keyword(s):  
Empirical Evidence ◽  
Complex Adaptive Systems ◽  
Adaptive Systems ◽  
Online Survey ◽  
Theoretical Perspective ◽  
Product Returns ◽  
Content Type ◽  
Underlying Mechanisms ◽  
Returns Management ◽  
The Relationship

PurposeThe authors explore complex adaptive systems (CAS) theory as an updated theoretical perspective for managing product returns that better matches the chaotic nature of recent consumer behaviors. CAS theory highlights the importance of agents who create and self-organize to help systems adapt in unpredictable environments.Design/methodology/approachThis research utilizes data collected from return managers in an online survey and applies regression analyses to estimate the influence of the focal variables.FindingsEmpirical evidence of the firm flexibility–firm adaptability link is established, and return processor creativity positively relates to this link. The firm flexibility–firm adaptability link fully mediates the relationship between return processor creativity and returns management performance and partially mediates the relationship between return processor creativity and relationship quality. Nonmediated effects were observed for turnover and revenue size.Practical implicationsManagers of returns who embrace an adaptability approach become facilitators of returns by supporting processor creativity. Enhancing the autonomy of processors in their day-to-day work increases the knowledge-creation capabilities of the firm, which helps the firm move forward and adapt in an uncertain environment.Originality/valueThis research presents empirical evidence of the underlying mechanisms of CAS theory in the product returns context by studying processor agents and argues that CAS theory better fits the current dynamics of the product returns environment. Further, this paper extends work by Espinosa et al. (2019) and Nilsson (2019) by studying how a specific human characteristic – creativity – impacts product returns management.

The complexity continuum, Part 1: hard and soft theories

Kybernetes ◽  
2019 ◽  
Vol 48 (6) ◽  
pp. 1330-1354 ◽  
Author(s):  
Maurice Yolles
Keyword(s):  
Complex Systems ◽  
Complex Adaptive Systems ◽  
Adaptive Systems ◽  
Social Systems ◽  
Human Condition ◽  
Content Type ◽  
Viable Systems ◽  
Complex Adaptive ◽  
The Relationship ◽  
Complexity Theories

PurposeComplex systems adapt to survive, but little comparative literature exists on various approaches. Adaptive complex systems are generic, this referring to propositions concerning their bounded instability, adaptability and viability. Two classes of adaptive complex system theories exist: hard and soft. Hard complexity theories include Complex Adaptive Systems (CAS) and Viability Theory, and softer theories, which we refer to as Viable Systems Theories (VSTs), that include Management Cybernetics at one extreme and Humanism at the other. This paper has a dual purpose distributed across two parts. In Part 1, the purpose of this paper is to identify the conditions for the complementarity of the two classes of theory. In Part 2, the purpose is to explore (in part using Agency Theory) the two classes of theory and their proposed complexity continuum.Design/methodology/approachA detailed analysis of the literature permits a distinction between hard and softer approaches towards modelling complex social systems. Hard theories are human-incommensurable, while soft ones are human-commensurable, therefore more closely related to the human condition. The characteristics that differentiate between hard and soft approaches are identified.FindingsHard theories are more restrictive than the softer theories. The latter can embrace degrees of “softness” and it is explained how hard and soft approaches can be mixed, sometimes creating Harmony.Originality/valueThere are very few explorations of the relationship between hard and soft approaches to complexity theory, and even fewer that draw in the notion of harmony.

Exploring the processing of product returns from a complex adaptive system perspective

2019 ◽  
Vol 30 (3) ◽  
pp. 699-722
Author(s):  
Jennifer A. Espinosa ◽  
Donna Davis ◽  
James Stock ◽  
Lisa Monahan
Keyword(s):  
Supply Chain ◽  
Complex Adaptive Systems ◽  
Adaptive Systems ◽  
Dynamic Environment ◽  
Reverse Supply Chain ◽  
Product Returns ◽  
Individual Agent ◽  
System Perspective ◽  
Content Type ◽  
Complex Adaptive

Purpose The purpose of this paper is to explore the processing of product returns at five case companies using a complex adaptive systems (CAS) logic to identify agent interactions, organization, schema, learning and the emergence of adaptations in the reverse supply chain. Design/methodology/approach Using a multiple-case study design, this research applies abductive reasoning to examine data from in-depth, semi-structured interviews and direct researcher observations collected during site visits at case companies. Findings Costly or high-risk returns may require agents to specialize the depth of their mental schema. Processing agents need freedom to interact, self-organize and learn from other agents to generate emergent ideas and adapt. Practical implications Limiting the depth of individual agent schema allows managers to better allocate labor to processing product returns during peak volume. To boost adaptability, managers need to craft a dynamic environment that encourages agents with diverse schema to interact, anticipate, and self-organize to brainstorm new ideas. Managers need to resist the urge to “control” the dynamic environment that ensues. Originality/value This paper builds on existing research that studies the key decision points in the analysis of product returns by exploring how processing-agent behaviors can create adaptability in the reverse supply chain. Additionally, this research follows in the tradition of Choi et al. (2001) and Surana et al. (2005) and proposes the application of CAS to a specific part of the supply chain – the processing of product returns.

User experience sharing

2018 ◽  
Vol 52 (5/6) ◽  
pp. 1154-1184 ◽  
Author(s):  
Tom Chen ◽  
Judy Drennan ◽  
Lynda Andrews ◽  
Linda D. Hollebeek
Keyword(s):  
User Experience ◽  
Online Communities ◽  
Structural Equation ◽  
Online Survey ◽  
Mobile App ◽  
Equation Modeling ◽  
Content Type ◽  
Key Driver ◽  
The Relationship ◽  
Level Of Effort

PurposeThis paper aims to propose user experience sharing (UES) as a customer-based initiation of value co-creation pertaining to service provision, which represents customers’ level of effort made for the direct benefit of others in their service network. The authors propose and empirically examine a user experience sharing model (UESM) that explicates customer-to-customer (C2C) UES and its impacts on firm-desired customer-based outcomes in online communities.Design/methodology/ApproachBased on an extensive review, the authors conceptualize UES and UESM. By using online survey data collected from mobile app users in organic online communities, the authors performed structural equation modeling analyses by using AMOS 24.FindingsThe results support the proposed UESM, showing that C2C UES acts as a key driver of both firm-desired customer efforts and customer insights. The results also confirmed that service-dominant (S-D) logic-informed motivational drivers exert a significant impact on C2C UES. Importantly, C2C UES mediates the relationship between S-D logic-informed motivational drivers and firm-desired customer-based outcomes.Originality/valueThis study offers a pioneering attempt to develop an overarching concept, UES, which reflects customers’ initiation of value co-creation, and to empirically examine C2C UES. The empirical evidence supports the key contention that firms should proactively facilitate C2C UES.

A systematic review of e-tail product returns and an agenda for future research

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kamrul Ahsan ◽  
Shams Rahman
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Research Area ◽  
Future Research ◽  
Product Returns ◽  
Content Type ◽  
People Skills ◽  
New Research ◽  
Returns Management ◽  
The Impact

PurposeThis study conducts a systematic literature review of e-tail product returns research. E-tail product returns are essentially acquisition of products that have been sold through purely online or brick-and-click channels and then returned by consumer to business.Design/methodology/approachUsing a systematic literature review protocol, we identified 75 peer-reviewed articles on e-tail product returns, conducted bibliometric analysis and content analysis of the articles and summarised our findings.FindingsThe findings reveal that the subject of e-tail returns is a new research area; academics have started to investigate several aspects of e-tail returns through different research methodologies and theoretical foundations. Further research is required in leading e-commerce countries and on key areas such as omni-channel returns management, customer satisfaction and service, the impact of resources such as people skills, the benefits of technology and IT systems in managing e-tail returns.Practical implicationsThe study offers a summative account of current e-tail knowledge areas, which can serve as a reference guide for e-tailers to develop strategies for more efficient and competitive product returns.Originality/valueThis study contributes theoretically by developing clusters of key themes or knowledge areas about e-tail returns. It also provides a conceptual framework for e-tail returns management, which can be used as a springboard for further empirical research.

scholarly journals Conceptualizing a circular framework of supply chain resource sustainability

2017 ◽  
Vol 37 (10) ◽  
pp. 1520-1540 ◽  
Author(s):  
S.C. Lenny Koh ◽  
Angappa Gunasekaran ◽  
Jonathan Morris ◽  
Raymond Obayi ◽  
Seyed Mohammad Ebrahimi
Keyword(s):  
Supply Chain ◽  
Decision Support ◽  
Complex Adaptive Systems ◽  
Adaptive Systems ◽  
Decision Rules ◽  
Theory Building ◽  
Theory Of Constraints ◽  
Content Type ◽  
Practical Applications ◽  
Resource Sustainability

Purpose In response to calls for conceptual frameworks and generic theory building toward the advancement of sustainability in supply chain resource utilization and management, the purpose of this paper is to advance a circular framework for supply chain resource sustainability (SCRS), and a decision-support methodology for assessing SCRS against the backdrop of five foundational premises (FPs) deduced from the literature on resource sustainability. Design/methodology/approach Taking a conceptual theory-building approach, the paper advances a set of SCRS decision-support criteria for each of the theoretical premises advanced, and applies the theory of constraints to illustrate the conceptual and practical applications of the framework in SCRS decision making. Findings This study uses recent conceptualizations of supply chains as “complex adaptive systems” to provide a robust and novel frame and a set of decision rules with which to assess the interconnectedness of environmental, economic, and social capital of supply chain resources from pre-production to post-production. Research limitations/implications The paper contributes to theory building in sustainability research, and the SCRS decision framework developed could be applied in tandem with existing quantitative hybrid life-cycle and input-output approaches to facilitate targeted resource sustainability assessments, with implications for research and practice. Originality/value The novel SCRS framework proposed serves as a template for evaluating SCRS and provides a decision-support methodology for assessing SCRS against the five theorized FPs.

scholarly journals A network model approach to enhance knowledge sharing for internationalization readiness of SMEs

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Domitilla Magni ◽  
Roberto Chierici ◽  
Monica Fait ◽  
Kelly Lefebvre
Keyword(s):  
Knowledge Sharing ◽  
Online Survey ◽  
Theoretical Perspective ◽  
International Markets ◽  
Food Sector ◽  
Foreign Markets ◽  
Resource Based View ◽  
Content Type ◽  
Multiple Regression Technique ◽  
Managerial Perspective

PurposeBuilding upon the insights of the resource-based view and internationalization theories, the purpose of this paper is to examine the role networks play in SMEs' readiness for internationalization. By investigating three different types of knowledge sharing, namely economic-setting, market-specific and customer-specific, the study analyzes their effect on SMEs' readiness for internationalization.Design/methodology/approachThe four research hypotheses derived by from the analysis of the literature have been investigated by applying the multiple regression technique. By means of an online survey, 300 valid questionnaires were collected and information from a sample of Italian SMEs belonging to 11 agro-food consortia have been analyzed.FindingsThe results suggest that SMEs' readiness for internationalization could be supported by sharing customer-specific, market-specific and economic-setting knowledge with other firms operating within the same agro-food consortium. Additionally, data analysis highlights a negative relation between the risk perception in the process and readiness for internationalization, suggesting the importance of knowledge sharing in reducing the criticality issues of being a newcomer entering international markets.Originality/valueFrom a theoretical perspective, this study aims to fill the gap in knowledge management and international relationship marketing literature. Since proposes a combination of different kinds of knowledge that contribute to reducing the criticalities SMEs must face by identifying useful information to be conveyed within the network. From a managerial perspective, the study provides useful insights for the agro-food sector, highlighting how experiential and network knowledge constitutes a pre-condition for managing internationalization complexity and discovering opportunities on foreign markets.

The effect of small business leaders' organisational mindfulness and social learning on opportunistic behaviour to survive the COVID-19 pandemic

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Luluk Lusiantoro ◽  
Bernardinus Maria Purwanto ◽  
Rokhima Rostiani
Keyword(s):  
Social Learning ◽  
Small Business ◽  
Online Survey ◽  
Business Leaders ◽  
Small Business Owners ◽  
Structured Interviews ◽  
Content Type ◽  
Opportunistic Behaviour ◽  
Small Business Leaders ◽  
The Relationship

PurposeThis research aims to test the relationships between organisational mindfulness, social learning and opportunistic behaviour of small business leaders during the COVID-19 pandemic.Design/methodology/approachSemi-structured interviews were conducted with six small business leaders from various sectors to explore and better grasp the unprecedented phenomenon. An online survey on small business owners and managers in Indonesia was then employed as the main study, resulting in 291 valid responses for further analysis. The data were analysed using regression on SmartPLS 3.0 software.FindingsThis research finds that organisational mindfulness and social learning have positive and significant associations with the ability of small business leaders to discover and exploit opportunities. The path analysis suggests that organisational mindfulness plays a pivotal role as it also partially mediates the relationship between social learning and opportunistic behaviour.Originality/valueThis is the first paper to test the relationships between organisational mindfulness, social learning and opportunistic behaviour, particularly in the context of COVID-19 pandemic. This work also contributes by emphasising the critical linkages between internal and external capabilities triggered by small business leaders to survive the pandemic.

Celebrity transgression and consumers’ forgiveness: does religiosity matter?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anwar Sadat Shimul ◽  
Matthew Barber ◽  
Mohammad Ishmam Abedin
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Online Survey ◽  
Intrinsic Religiosity ◽  
Content Type ◽  
Equation Modelling ◽  
Before And After ◽  
The Relationship ◽  
Practical Implications

Purpose This paper aims to examine the role of religiosity on consumers’ forgiveness when celebrities get involved in transgression. The celebrity’s reaction and its impact on consumers’ forgiveness is tested as well. In addition, consumers’ attitudes towards the brand and celebrity as well as purchase intention for the endorsed brand are examined both before and after the transgression. Design/methodology/approach Data (n = 356) were collected through a self-administered online survey and analysed though structural equation modelling in AMOS 26. Findings The results show that consumers’ attitude towards celebrity, brand and purchase intention gets weaker once the celebrity gets into transgression. Consumers tend to forgive more if the celebrity apologises (vs denies) for the wrongdoing. The hypothesised relationship between attitude towards celebrity and purchase intention did not sustain after the transgression. In addition, consumers’ intrinsic religiosity strengthens the relationship between attitude towards the celebrity and purchase intention. Practical implications The findings of this research present valuable implications for brands practitioners. Brands should formulate actionable contingency plans to mitigate the negative ramifications of celebrity transgressions. Specifically, intrinsic religiosity and celebrity apologies should assist consumers in forgiving the transgression and negate the implications that could have arisen if the celebrity instead denied the transgressions. Originality/value This research extends the previous research by examining religiosity and forgiveness within the context of celebrity transgressions. To the best of the authors’ knowledge, this is one of the first few research studies to consider the role religiosity plays in consumers’ intention to forgive celebrity transgressions.

Decision-making approach for complex problems management in a scarce human resources environment

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Marcilio Andrade ◽  
Dermeval Carinhana Jr
Keyword(s):  
Decision Making ◽  
Human Resources ◽  
Theoretical Perspective ◽  
Optimal Solution ◽  
Complex Problem ◽  
Theory Of Constraints ◽  
Content Type ◽  
Physical Constraints ◽  
Complex Problems ◽  
The Relationship

Purpose This purpose of this study is to structure complex problems to be solved with greater efficiency, optimising the relationship between root causes (RC) relevance of the problem and utilisation of human resources to treat them, minimising the use of manpower in problem-solving activity and thus contributing to greater productivity within organisations. Design/methodology/approach The authors built an approach under the concepts of theory of constraints and multiattribute and multiobjective decision-making methods that were applied in a real complex problem of the low development of Brazilian space industry, by theoretical perspective. Also, the authors submitted it in a simulation environment to assess in which situations it is successful considering number of problem’s RC, system complexity and number of people in the system. Findings The approach was successful on the real case, finding the optimal relationship between the RC relevance and the number of people involved to treat them. For certain complex problem inputs configurations, simulation results reveal that the approach is reliable obtaining more than 95% chance of success in finding the optimal relationship, when comparing with traditional prioritising methods. Originality/value This approach introduces an unprecedented way to locate and evaluate non-physical constraints within a system, which is used to determine RC relevance, as well as an unprecedented way of defining a single optimal solution for structuring a problem, considering the relevance of RC and the use of human resources. The approach is useful for organisations in general which often need managing complex problems with few resources.

Strategy in the era of “swans”: the role of strategic leadership under uncertainty and unpredictability

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Henry Adobor ◽  
William Phanuel Kofi Darbi ◽  
Obi Berko O. Damoah
Keyword(s):  
Mental Models ◽  
Complex Adaptive Systems ◽  
Adaptive Systems ◽  
Strategic Leadership ◽  
Content Type ◽  
Complexity Leadership ◽  
Complex Adaptive ◽  
Strategic Leaders ◽  
Impact Events

PurposeThe purpose of this conceptual paper is to explore the role of strategic leadership under conditions of uncertainty and unpredictability. The authors argue that highly improbable, but high-impact events require the upper echelons of management, traditionally the custodians of strategy formulation to offer a new kind of strategic leadership focused on new mindsets, organizational capabilities, more in tune with high uncertainty and unpredictability.Design/methodology/approachDrawing on strategic leadership, and complexity leadership theory, the authors review the literature and present a conceptual framework for exploring the nature of strategic leadership under uncertainty. The authors conceptualize organizations as complex adaptive systems and discuss the imperatives for developing new mental models for emergent leadership.FindingsStrategic leaders have a key role to play in preparing their organizations for episodic disruptions. These include developing their adaptive capabilities and building resilient organizations to ensure their organizations cannot only bounce back after a disruption but have the capacity for transformation to new fitness levels when necessary. Strategic leaders must engage with complexity leadership by seeing their organizations as complex adaptive systems, reconfigure their leadership approaches and organizations to build strategic adaptive capability.Research limitations/implicationsThis is a conceptual paper and the authors cannot make any claims of causality.Practical implicationsOrganizational leaders need to reconfigure their mental models and leadership approaches to reflect the new normal of uncertainty and unpredictability. Developing the strategic adaptive capability of organizations should prepare them for dealing with high impact events. To assure business continuity in the face of disruptions requires building flexible, adaptable business models.Originality/valueThe paper focuses on how managers can offer strategic leadership for a new normal that challenges some of our most cherished leadership and strategic management paradigms. The authors explore the new mental models and leadership models in an era of great uncertainty.

Sign in / Sign up

Export Citation Format

Share Document