Exploring service adaptation in a business-to-business context

2016 ◽  
Vol 26 (3) ◽  
Author(s):  
Xia Zhu ◽  
Judy Zolkiewski
Keyword(s):  
Case Studies ◽  
Design Methodology ◽  
Manufacturing Sector ◽  
Service Differentiation ◽  
Service Process ◽  
Business Service ◽  
Business Context ◽  
Interactive Nature ◽  
Service Adaptation ◽  
Business To Business

Purpose This study investigates service adaptation in a business-to-business context and explores the characteristics of service adaptation and how it takes place in business-to-business markets. Design/methodology/approach Two case studies were employed to obtain both suppliers’ and customers’ perceptions of service adaptation in a business-to-business context. Findings The findings captured both suppliers’ and customers’ adaptation in a business-to-business service context. It revealed customers’ active adaptation in assisting suppliers in the business-to-business service process. Suppliers’ willingness to make adaptation appears to have an impact on their relationships with customers. Business-to-business service adaptation is a dynamic and interactive process. Research limitations/implications The findings shed light for practitioners not to neglect customers’ active participation, but to understand customers’ role in making adaptation with suppliers in the service process to enhance their service experience and business-to-business relationships. The research is exploratory and the findings of these two case studies may be influenced by the manufacturing sector in which the case study firms are based. Originality/value This paper illustrates that the interactive nature of service adaptation is particularly pertinent in a business-to-business context and that the phenomena needs much more careful attention as it provides a potential area for marketing managers to achieve service differentiation.

Exploring service failure in a business-to-business context

2015 ◽  
Vol 29 (5) ◽  
pp. 367-379 ◽  
Author(s):  
Xia Zhu ◽  
Judy Zolkiewski
Keyword(s):  
Case Studies ◽  
Manufacturing Sector ◽  
Service Failure ◽  
Negative Influence ◽  
Careful Consideration ◽  
Business Service ◽  
Content Type ◽  
Service Failures ◽  
Business To Business

Purpose – This study aims to explore how business-to-business service failures manifest in a manufacturing context. Design/methodology/approach – The empirical research involved two case studies: case study one included 20 interviews in the metal finishing industry; case study two included 20 interviews in the paint and coatings industry. In both case studies, suppliers and customers’ perceptions were obtained to facilitate a dyadic understanding of the phenomena. Findings – Business-to-business service failure is a complex, dynamic and interactive process. It varies according to type of service, services supporting the products and services supporting the customers, service quality dimensions and the source of the failure. It can have a more profound impact than service failure in a consumer context because it may cause disruption to customers’ production and have a negative influence of failure on their clients in the network. Research limitations/implications – Business customers may play a role in value co-destruction rather than value co-creation by causing service failures due to errors on their part. The consequences of the domino effects revealed in this study need to be given careful consideration by managers. The research is exploratory, and the findings may be influenced by the manufacturing sector in which the case study firms are based. Originality/value – Business-to-business service failure has its own distinct characteristics, as it may impact widely in the business-to-business network. Domino effects implicitly dominate business-to-business service failure episodes where negative outcomes cascade downstream and affect service recipients’ customers.

“There’s only one Man United?”

2015 ◽  
Vol 31 (6) ◽  
pp. 24-26
Keyword(s):  
Case Studies ◽  
Business School ◽  
Design Methodology ◽  
Reading Time ◽  
Harvard Business School ◽  
Content Type ◽  
Business Context ◽  
Modern Business ◽  
Pertinent Information ◽  
Practical Implications

Purpose – This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings – It has become something of a cliché to borrow cues from successful sporting managers and coaches and apply them to a modern business context. Indeed, many former managers are getting in on the act – see the success of some former coaches on the speaking circuit and even the increasing amount of work ex-Manchester United manager Sir Alex Ferguson has been doing with Harvard Business School. It seems that there is a lucrative life after all when it is time to hang up the whistle and clipboard. Practical implications – The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value – The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Singapore aims to boost manufacturing productivity

2018 ◽  
Vol 26 (6) ◽  
pp. 22-24
Keyword(s):  
Young People ◽  
Case Studies ◽  
Design Methodology ◽  
Reading Time ◽  
Manufacturing Sector ◽  
Content Type ◽  
Foreign Labor ◽  
Pertinent Information ◽  
Manufacturing Productivity ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Future prosperity in Singapore’s manufacturing sector could depend on attracting graduates and other young people to pursue a career within the industry. However, this represents a more expensive alternative for small and medium-sized enterprises (SMEs) that rely heavily on cheap foreign labor to compete on cost. Practical Implications The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

CEO as a brand: managing the key dimensions

2016 ◽  
Vol 32 (5) ◽  
pp. 34-37
Keyword(s):  
Case Studies ◽  
Design Methodology ◽  
Reading Time ◽  
The Other ◽  
Content Type ◽  
Business Context ◽  
High Profile ◽  
Pertinent Information ◽  
Key Dimensions ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings In the sporting arena, it is often stated that no one individual is bigger than the team. This message surfaces most when a key performer is set to retire or move to pastures new. Its implication is that any disruption will be minimal at worst. An era might have ended but the club will remain strong. Perceptions in a business context can be somewhat different. Certain CEOs are so high profile that they become wholly synonymous with their firm. One without the other is thus almost unthinkable. Some observers firmly believe that the company would cease to exist should the CEO leave. Practical implications The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Negotiation and corporate strategy

2019 ◽  
Vol 35 (2) ◽  
pp. 4-6
Keyword(s):  
Competitive Advantage ◽  
Case Studies ◽  
Design Methodology ◽  
Reading Time ◽  
Corporate Strategy ◽  
Organizational Strategy ◽  
Content Type ◽  
Pertinent Information ◽  
Practical Implications ◽  
Consistent Approach

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Negotiation is a key tool in delivering competitive advantage but requires a clear and consistent approach closely linked to organizational strategy. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Blending global and regional planning in multinationals

2019 ◽  
Vol 35 (3) ◽  
pp. 16-18
Keyword(s):  
Case Studies ◽  
Regional Planning ◽  
Design Methodology ◽  
Reading Time ◽  
Cutting Edge ◽  
Central Planning ◽  
Content Type ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Blending global and regional planning is important for multinationals. Within a central framework, local offices should have input. Different regions will approach this in different ways, but regional planning needs to be in-synch with central planning cycles. Originality/value The briefing saves busy executives, strategists, and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

A little help from my friends: how purchasing gains influence in complex business-to-business services: the case of legal

2017 ◽  
Vol 32 (2) ◽  
pp. 206-217 ◽  
Author(s):  
Wendy L. Tate ◽  
Lisa M. Ellram ◽  
Ulrich Schmelzle
Keyword(s):  
Supplier Management ◽  
Positive Contribution ◽  
Business Service ◽  
Case Study Method ◽  
Business Services ◽  
Content Type ◽  
Additional Costs ◽  
Service Procurement ◽  
Business To Business

Purpose The purpose of this research is to develop an understanding of how purchasing can become meaningfully involved in complex business-to-business service purchases. Design/methodology/approach A single in-depth case study method of an exemplar organization was applied to better understand the purchasing function’s role in adding to the value proposition in complex, non-traditional business-to-business service purchases. Findings Powerful allies or advocates can mediate purchasing involvement in service procurement. However, once the involvement is initiated, purchasing must make a positive contribution with respect to the specific needs and expectations of the budget owner to retain its influence. Research limitations/implications This research extends institutional theory to show how powerful allies or advocates can mediate purchasing involvement in the complex services spend. Practical implications This study describes the potential impact of purchasing’s involvement in complex services spend and highlights the opportunities for purchasing managers to improve supplier management and drive out additional costs. Originality/value For the business practitioner, this research provides evidence regarding how individual functions can gain influence in the organization. A conceptual model describes the meaningful involvement of purchasing in complex business-to-business service purchases.

Creating a growth mindset

2017 ◽  
Vol 16 (4) ◽  
pp. 155-160
Author(s):  
Ian Johnston
Keyword(s):  
Case Studies ◽  
Design Methodology ◽  
Growth Mindset ◽  
Cultural Space ◽  
Content Type ◽  
Fixed Mindset ◽  
And Performance

Purpose This paper aims to show that everything a business does is fundamentally reliant on its culture. Culture determines how successful a strategy is and whether that strategy can be executed. If the culture in a business is out of alignment, it is imperative to change it. This paper examines how HR professionals can take ownership of this cultural space and help to create a growth mindset throughout the organisation. Design/methodology/approach The paper is based on experience gained through working with several large organisations to transform their people culture and performance by embracing a growth mindset and to help their HR leadership become the early champions of change, thus ensuring the process was successfully delivered. The paper includes case studies of two organisations where successful cultural shaping delivered improved results. Findings Companies with a growth mindset will outperform those with a fixed mindset. Changing mindsets is not overly complex, but it requires flawless implementation with the HR leaders at the forefront. Originality/value As Lou Gerstner, who turned around the computing giant IBM, said “I finally realised that culture is not part of the game, it is the game”. By understanding how individual mindsets impact culture, HR professionals can own and drive their organisation’s culture-shaping efforts.

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