Manifest conflict, customer orientation and performance outcomes in international buyer-seller relationships

2017 ◽  
Vol 32 (8) ◽  
pp. 1062-1072 ◽  
Author(s):  
Civilai Leckie ◽  
Robert E. Widing ◽  
Gregory J. Whitwell
Keyword(s):  
Customer Orientation ◽  
Performance Outcomes ◽  
Best Interests ◽  
Content Type ◽  
Business Outcomes ◽  
Channel Relationships ◽  
Practical Standpoint ◽  
Overall Performance ◽  
And Performance ◽  
The Impact

Purpose The purpose of this paper is to test the impact of manifest conflict on performance outcomes. In particular, this paper aims to examine the moderating effect of the supplier’s customer orientation (CO) as perceived by the buyer on the conflict-performance outcomes relationships in international channel relationships. Design/methodology/approach A survey of 162 Australian importers was conducted to elucidate the associations among manifest conflict, CO and performance outcomes. Findings Manifest conflict was found to be negatively related to the importer’s evaluation of the exporter’s overall performance, which is consistent with previous work. However, CO was found to moderate the negative direct effect of manifest conflict on two outcome measures, “satisfaction with business outcomes” and the “evaluation of the exporter’s overall performance”. Moreover, it actually changed the effect from dysfunctional to functional for “evaluation of the exporter’s overall performance”. That is, CO changes the nature of the manifest conflict–outcome relationship by turning it from negative to positive. Research limitations/implications This research helps answer the appeal for research on the conditions in which conflict causes dysfunctional and functional outcomes. From a practical standpoint, providing the importer views the exporter as being customer-oriented, conflict should not be avoided if it stems from disagreements that arise due to the exporter acting in the best interests of the importer. The power of CO in affecting the functionality of outcomes resulting from conflict should be highlighted. Originality/value Conflict is a fact of life in channel relationships, but little is known about its functional and dysfunctional effects (Frazier, 1999; Skarmeas, 2006). The empirical evidence largely points to conflict being dysfunctional; however, research also indicates that context can play an important role in moderating the functionality of conflict. In this paper the authors ask: what role does CO play as a determinant of the functionality of manifest conflict in channel relationships? They argue that the exporter’s CO changes the context in which the importer and the exporter interact and, thereby, changes the way in which the importer interprets the supplier’s actions.

The role of organizational justice in the customer orientation–performance relationship

2020 ◽  
Vol 33 (2) ◽  
pp. 277-297
Author(s):  
Francisco Trincado-Munoz ◽  
Leslier Valenzuela-Fernández ◽  
Melany Hebles
Keyword(s):  
Organizational Justice ◽  
Work Engagement ◽  
Structural Equation ◽  
Customer Orientation ◽  
Perceived Fairness ◽  
Content Type ◽  
And Performance ◽  
The Impact ◽  
The Relationship

PurposeWhile companies have increasingly encouraged employees to adopt a customer orientation, less attention has been given to the impact that customer orientation has on employees' job outcomes and performance. Previous research has used job demands-resource theory (JD-R) and proposed several mechanisms through which customer orientation influences performance, yet the intervening variables in the process have shown inconsistent results. The purpose of this paper is to investigate the contextual role of organizational justice on the relationship between customer orientation and performance through work engagement. In this way, offering more understanding of the contingent effects that intervene in the customer orientation–performance relationship.Design/methodology/approachUsing a structural equation model (SEM) in a sample of 249 marketing, sales and management managers in Chilean companies, this paper tested different hypotheses concerning the role of work engagement, organizational justice and customer orientation in relation to perceived performance.FindingsThis study informs that organizational justice (procedural and distributive justice) moderates the relationship between customer orientation and performance through work engagement. Precisely, the findings reveal that at lower values of organizational justice, changes in customer orientation negatively influence work engagement and in turn performance.Originality/valueThe results contribute to strengthening customer orientation theory by integrating a contextual variable often omitted: organizational justice. By exploring the moderation effect of organizational justice on customer orientation, this paper reveals contingent effects of employees' perceived fairness on the organization in the relationship between customer orientation and performance through work engagement. The findings encourage managers to look after employees' perceived organizational justice when they implement customer-oriented approaches, in particular, of those employees who work in the frontline sales and service positions.

Job insecurity and performance in public and private sectors: a moderated mediation model

2020 ◽  
Vol 7 (2) ◽  
pp. 237-253
Author(s):  
Antonio Chirumbolo ◽  
Antonino Callea ◽  
Flavio Urbini
Keyword(s):  
Job Insecurity ◽  
Moderated Mediation ◽  
Performance Outcomes ◽  
Economic Sector ◽  
Mediation Model ◽  
Content Type ◽  
Moderated Mediation Model ◽  
And Performance ◽  
The Impact ◽  
The Relationship

PurposeThe purpose of this study was to extend our knowledge of the relationship between quantitative and qualitative job insecurity and performance. On the basis of stress theories, we hypothesised that qualitative job insecurity (QLJI) would mediate the negative effect of quantitative job insecurity (QTJI) on two different indicators of performance: task performance (TP) and counterproductive work behaviours (CPWBs). In addition, the authors hypothesised that the effect of QTJI on QLJI would be moderated by the economic sector (public vs private) in which employees worked. Therefore, the authors empirically tested a moderated mediation model via PROCESS.Design/methodology/approachParticipants were 431 employees from various Italian organisations. Data were collected using a self-report questionnaire measuring QTJI, QLJI, TP and CPWBs.FindingsThe results indicated that economic sector moderated the relationship between quantitative and QLJI. Both quantitative and QLJI were related to performance outcomes. Furthermore, QLJI mediated the effect of QTJI on TP and CPWB. However, this mediation was particularly apparent among employees in the private sector, supporting our hypothesised moderated mediation model.Practical implicationsThe results suggest that managers of private and public organisations need to apply different policies to reduce the impact of job insecurity on CPWBs and increase the TP of their employees.Originality/valueThis study attempted to examine the job insecurity–performance relationship in more depth. For the first time, the effects of both job insecurity dimensions on performance were simultaneously investigated, with economic sector as a moderator and QLJI as a mediator.

Paradoxes in supplier’s uptake of GSCM practices: institutional drivers and buyer dependency

2019 ◽  
Vol 31 (3) ◽  
pp. 479-500
Author(s):  
Sajad Fayezi ◽  
Rebecca Stekelorum ◽  
Jamal El Baz ◽  
Issam Laguir
Keyword(s):  
Resource Dependence ◽  
Institutional Environment ◽  
Resource Dependence Theory ◽  
Performance Outcomes ◽  
Equation Modeling ◽  
Content Type ◽  
And Performance ◽  
The Impact ◽  
Institutional Drivers

Purpose The purpose of this paper is to investigate the impact of institutional drivers and buyer dependency on green supply chain management (GSCM) practices and performance of suppliers. Design/methodology/approach The authors draw on institutional theory and resource dependence theory to construct a conceptual model than links institutional drivers, GSCM practices, buyer dependency and performance outcomes. The authors test the hypotheses using partial least squares structural equation modeling applied to a sample of suppliers in the Australian manufacturing sector. Findings The results confirm that suppliers develop GSCM practices of green sourcing and eco-design to enhance their performance in response to both coercive forces and voluntary behaviors of their institutional environment. However, buyer dependence of suppliers explains important paradoxes in their uptake of GSCM practices. For example, while the institutional drivers encourage greater adoption of green sourcing by suppliers, increase in buyer dependence in turn reduces the positive performance outcome of green sourcing. Practical implications The authors establish that understanding and assessment of the role of buyer dependency is critical for managers in charge of GSCM practices of their company. This enables practitioners to proactively manage paradoxes resulting from institutional drivers and buyer dependency through an informed decision on the type of GSCM practice to be adopted for effectuating performance improvement. Originality/value The authors provide empirical evidence on paradoxes that curtail performance associated with the uptake of GSCM practices by suppliers moving beyond institutional environment by considering the role of buyer dependency.

International experiential diversity and performance at project organizations

2011 ◽  
Vol 1 (3) ◽  
pp. 267-283 ◽  
Author(s):  
Winfried Ruigrok ◽  
Peder Greve ◽  
Martin Engeler
Keyword(s):  
Team Performance ◽  
Performance Outcomes ◽  
Project Team ◽  
Project Teams ◽  
Future Research ◽  
Content Type ◽  
Project Organizations ◽  
And Performance ◽  
Using Data ◽  
The Impact

PurposeThe purpose of this paper is to shed new light on the link between diversity in project teams and team performance by examining the effects of players’ international career diversity on the performance of national football teams.Design/methodology/approachThe paper draws upon the literature on project organizations and experiential diversity in teams. Using data on players’ international career backgrounds and team performance from the FIFA World Cup 2006, the authors test two hypotheses linking experiential diversity in teams and a measure of relative team performance. The dataset includes detailed individual background profiles of the 736 participating players and performance data from the 64 games played at the tournament.FindingsThe findings suggest that different types of experiential diversity have contrasting effects on team performance in a time‐limited project team setting.Research limitations/implicationsThese findings encourage team diversity researchers to further examine the impact of experiential diversity in teams on team process and performance outcomes in future research.Practical implicationsThe findings particularly highlight the need to carefully manage experiential diversity in project team settings in order to benefit from access to diverse tacit resources, while at the same time avoiding that the integrative capacities of teams becoming overstretched.Originality/valueThe paper is a step towards a better understanding of how diversity of individual career backgrounds affects team performance outcomes in project teams.

Boosting customer orientation through coaching: a Canadian study

2014 ◽  
Vol 32 (1) ◽  
pp. 60-81 ◽  
Author(s):  
Claudio Pousa ◽  
Anne Mathieu
Keyword(s):  
Structural Equation ◽  
Banking Sector ◽  
Customer Orientation ◽  
Customer Relationships ◽  
Mediating Effect ◽  
Managerial Behavior ◽  
Cross Sectional ◽  
Content Type ◽  
Business Outcomes ◽  
And Performance

Purpose – The purpose of this paper is to investigate to what extent bank manager's coaching, a managerial relationship behavior based on mutual trust, openness and quality of exchanges, affects front-line employee's performance through the mediating effect of salesperson's customer orientation. Design/methodology/approach – The paper conducted a non-experimental, cross-sectional study; a Canadian bank agreed to participate in the study and 122 financial advisors with sales responsibilities answered a web-based survey; data were analyzed using structural equation modelling. Findings – The paper found support for the hypotheses that managerial coaching behavior can help bank employees develop their customer orientation and increase their performance, as well as reduce opportunistic behavior (sales orientation). The paper found that the direct link between coaching and performance, plus the mediating effect of sales orientation and customer orientation (SOCO) can potentially explain a significant variation in employee's performance (r2=0.23). The paper also found that the hypothesized model provided better explanations of the phenomenon when compared with two rival models, one considering SOCO as a full mediator between coaching and performance, and the other one considering only the effect of coaching on performance. Originality/value – In the banking sector, practitioners and scholars are paying increased attention to the role of trust and relationship behaviors in the development of market orientation and customer relationships. The paper identified a key relationship behavior (customer orientation) and tests its impact as a mediator between a relationship managerial behavior (coaching) and business outcomes (performance) in an international banking setting (Canada).

The impact of peer evaluation on team effort, productivity, motivation and performance in global virtual teams

2019 ◽  
Vol 25 (5/6) ◽  
pp. 334-347
Author(s):  
Ernesto Tavoletti ◽  
Robert D. Stephens ◽  
Longzhu Dong
Keyword(s):  
Virtual Teams ◽  
Team Performance ◽  
Performance Outcomes ◽  
Peer Evaluation ◽  
Global Virtual Teams ◽  
Content Type ◽  
Team Members ◽  
Peer Evaluations ◽  
And Performance ◽  
The Impact

Purpose This study aims to assess the effect of peer evaluations on team-level effort, productivity, motivation and overall team performance. Design/methodology/approach This study explores the impact of a peer evaluation system on 895 multicultural and transnational global virtual teams (GVTs) composed of 5,852 university students from 130 different countries. The study uses a quasi-experiment in which the group project is implemented under two conditions over two sequential iterations. In the first condition, team members do not receive peer evaluation feedback during the project. In the second condition, participants completed detailed peer evaluations of their team members and received feedback weekly for eight consecutive weeks. Findings Results suggest that when peer evaluations are used in GVTs during the project, teams show: higher levels of group effort; lower levels of average productivity and motivation; and no clear evidence of improved team performance. Results cast doubts on the benefits of peer evaluation within GVTs as the practice fails to reach its main objective of improving team performance and generates some negative internal dynamics. Practical implications The major implication of the study for managers and educators using GVTs is that the use of peer evaluations during the course of a project does not appear to improve objective team performance and reduces team motivation and perception of productivity despite increases in teams’ perceptions of effort and performance. Originality/value This study contributes to the scanty literature regarding the impact of peer evaluation systems on group-level dynamics and performance outcomes.

scholarly journals Job Resourcefulness, Customer Orientation and Employees Outcomes: A Study of Hotel Employees in Pakistan

2018 ◽  
Vol 9 (6) ◽  
pp. 6-17
Author(s):  
Afsheen Fatima ◽  
Sarah Salah Uddin ◽  
Saba Mehmood ◽  
Ashfeen Bibi
Keyword(s):  
Career Satisfaction ◽  
Customer Orientation ◽  
Future Research ◽  
Twin Cities ◽  
Job Engagement ◽  
Employee Outcomes ◽  
Satisfaction Scale ◽  
Overall Performance ◽  
And Performance ◽  
The Impact

Increased competition and a rapidly changing environment present a huge challenge to organizations in implementing effective human capital and development strategies to boost their efficiency and overall performance. An organization’s human resource is definitively its most significant asset. The provisions of important job resources help workforce perform their job in an efficient way. These resources are very important for employee satisfaction and performance of the organization. This study was carried out to examine the impact of job resourcefulness (JR) on two employee outcomes i.e., job engagement and career satisfaction directly as well as indirectly through customer orientation. A convenient sample of 257 employees was taken from hospitality industry within twin cities of Pakistan (Rawalpindi and Islamabad). Questionnaires were used to collect data using a five-point Likert type scale. Job resourcefulness was operationalized using four items from Harris et al. (2006) whereas customer orientation was measured using four items from Licata et al. (2003). Five items were selected from career satisfaction scale developed by Greenhaus et al. (1990). Finally, nine items scale of job engagement developed by (Schaufeli, Bakker et al. 2006) was also used. The results exhibit that all the variables are positively and significantly related. Moreover, the findings are indicative of customer orientation’s role as a mediator between job resourcefulness and employee outcomes. Recommendations for future research and research implications are also discussed at the end of the paper. 

scholarly journals An examination of firms’ strategic orientations, innovativeness and performance with large Korean companies

2016 ◽  
Vol 10 (1) ◽  
pp. 183-202 ◽  
Author(s):  
Sohyoun Synthia Shin ◽  
Sungho Lee
Keyword(s):  
Customer Orientation ◽  
Performance Outcomes ◽  
Future Research ◽  
Content Type ◽  
Strategic Orientations ◽  
Firm Innovativeness ◽  
Competitor Orientation ◽  
Managerial Implications ◽  
And Performance ◽  
Technology Orientation

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.

scholarly journals The Relationship between Strategic Orientation, Service Innovation, and Performance in Hotels in Angola

2021 ◽  
Vol 13 (11) ◽  
pp. 6256
Author(s):  
Gerdina Handa Serafim ◽  
José Manuel Cristóvão Veríssimo
Keyword(s):  
Developing Countries ◽  
Customer Orientation ◽  
Positive Impact ◽  
Group Analysis ◽  
Strategic Orientation ◽  
New Business ◽  
Competitor Orientation ◽  
And Performance ◽  
Technology Orientation ◽  
The Impact

This paper aims to investigate the impacts of customer orientation, competitor orientation, learning orientation, technology orientation, and entrepreneurial orientation on hotel innovation and performance. Data from 69 hotels in four Angolan provinces were analyzed using the partial least squares (PLS) approach and multi group analysis. The results show that learning and entrepreneurial orientations have a positive impact on hotel innovation. As anticipated, innovation has a positive impact on performance. According to the multigroup analysis, only the hotel category has a moderating effect on performance. Results suggest that hotels in developing countries could add value to both customers and shareholders by promoting new services and exploring new business opportunities. To the best of our knowledge, this is one of the few studies that has researched the impact of strategic orientation on hotel innovation and financial performance in developing countries.

Increasing revenue and attendance in Canadian Baptist churches

2015 ◽  
Vol 42 (12) ◽  
pp. 1071-1089
Author(s):  
Alan Chan ◽  
Bruce G. Fawcett ◽  
Shu-Kam Lee
Keyword(s):  
Church Health ◽  
Eastern Canada ◽  
Data Set ◽  
Content Type ◽  
Factors Affecting ◽  
Scarce Resources ◽  
Baptist Churches ◽  
And Performance ◽  
The Impact ◽  
Simulation Exercises

Purpose – Church giving and attendance are two important indicators of church health and performance. In the literature, they are usually understood to be simultaneously determined. The purpose of this paper is to estimate if there a sustainable church congregation size using Wintrobe’s (1998) dictatorship model. The authors want to examine the impact of youth and adult ministry as well. Design/methodology/approach – Using the data collected from among Canadian Baptist churches in Eastern Canada, this study investigates the factors affecting the level of the two indicators by the panel-instrumental variable technique. Applying Wintrobe’s (1998) political economy model on dictatorship, the equilibrium level of worship attendance and giving is predicted. Findings – Through various simulation exercises, the actual church congregation sizes is approximately 50 percent of the predicted value, implying inefficiency and misallocation of church resources. The paper concludes with insights on effective ways church leaders can allocate scarce resources to promote growth within churches. Originality/value – The authors are the only researchers getting the permission from the Atlantic Canada Baptist Convention to use their mega data set on church giving and congregation sizes as per the authors’ knowledge. The authors are also applying a theoretical model on dictatorship to religious/not for profits organizations.

Sign in / Sign up

Export Citation Format

Share Document