scholarly journals The role of information systems and knowledge codification for service provision strategies

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
John NWalsh ◽  
Jamie O'Brien
Keyword(s):  
Information Technology ◽  
Case Studies ◽  
Information And Communication Technologies ◽  
Participant Observation ◽  
Value Added ◽  
Service Process ◽  
Structured Interviews ◽  
Content Type ◽  
Knowledge Codification ◽  
Service Strategies

PurposeWhile service scholars see modularisation as balancing the efficiency of standardisation with the value added through customisation the relationships between these concepts are under-theorised. In addition, although information and communication technologies can facilitate all three service strategies, the degree to which they codify service knowledge is not explicitly considered in the extant literature. The purpose of this paper is to develop and validate a model that examines service strategy trajectories by specifically considering the ICTs used and the degree of knowledge codification employed.Design/methodology/approachThis study draws on three qualitative case studies of service departments of firms involved in cardiovascular applications, orthopaedic, spinal and neuroscience product development and information technology support. Data collection involved semi-structured interviews, document analysis and non-participant observation.FindingsFindings show that ICTs were increasingly used to codify both standardised and customised services, though in different ways. For standardised services ICTs codified the service process, making them even more rigid. Due to the dynamic nature of customised services, drawing on experts' tacit knowledge, ICTs codified the possessors of knowledge rather than the service process they undertook. This study also identified a duality between the tacit development of customised services and modular service codification.Research limitations/implicationsThe model is validated using case studies from three companies in the medical and information technology sectors limiting its generalisability.Practical implicationsThe importance of considering the degree of tacitness or explicitness of service knowledge is important for service codification. The paper provides managers with empirical examples of how ICTs are used to support all three strategies, allows them to identify their current position and indicates possible future trajectories.Originality/valueThe papers main contribution is the development of a model that integrates the literature on service strategies with knowledge management strategies to classify service standardisation, customisation and modularisation in terms of both service orientation and degree of ICT codification.

Entrepreneurial ecosystem and social entrepreneurship: case studies of community-based craft from Kutch, India

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Santana Pathak ◽  
Sujata Mukherjee
Keyword(s):  
Case Studies ◽  
Social Entrepreneurship ◽  
Social Innovation ◽  
Participant Observation ◽  
Research Question ◽  
National Level ◽  
Social Enterprises ◽  
Structured Interviews ◽  
Social Entrepreneurs ◽  
Content Type

Purpose This study aims to explore social entrepreneurial ecosystems (EEs) in the craft sector in the state of Gujarat, India. With liberalization, India witnessed the growth of social entrepreneurship and is considered one of the pioneering countries in social innovation. The objective of the research was to answer the research question: what role do various stakeholder groups play in creating and promoting craft sector social EEs. Design/methodology/approach The study is based on a qualitative case study approach of methodological triangulation combining analysing documents, a participant observation and semi-structured interviews. Two case studies – one of the Ajrakh craft cluster from Ajrakhpur and the other of Kala Cotton from Aadeshar, Bhuj are studied to explore the symbiotic linkages of social entrepreneurship ecosystem in Kutch district of Gujarat, India. A total of 24 in-depth, semi-structured interviews were conducted with stakeholders of the EE. Findings The study concludes that the role of like-minded individuals/social entrepreneurs, social enterprises, design networks and educational institutions is vital towards revival and sustainability of craft as economic commodities geared for scalability. Furthermore, the engagement of the systemic condition agents such as various local and national level institutions, the communities play an important role to revitalize, redeem and commercialize craft infrastructure based on active engagement, innovation and services. Originality/value This paper fulfils an identified need to study how traditional craft-based enterprises can be enabled, revived, grown and sustained.

Integrating corporate social responsibility into efforts to realize millennium development goals

2014 ◽  
Vol 10 (4) ◽  
pp. 314-333 ◽  
Author(s):  
David Katamba ◽  
Cedric Marvin Nkiko ◽  
Charles Tushabomwe-Kazooba ◽  
Sulayiman Babiiha Mpisi ◽  
Imelda Kemeza ◽  
...  
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Millennium Development Goals ◽  
Participant Observation ◽  
Theory Approach ◽  
Structured Interviews ◽  
Content Type ◽  
Development Goals ◽  
The Government ◽  
Corporate Social

Purpose – The purpose of this paper is to present corporate social responsibility (CSR) as an alternative roadmap to accelerating realization of Millennium Development Goals (MDGs) in Uganda, even after 2015. Design/methodology/approach – Using a mixed research methodology, this research documented CSR activities of 16 companies operating in Uganda. Data collection was guided by quantitative and qualitative methodologies (semi-structured interviews with CSR managers, plus non-participant observation of CSR activities and projects linked with MDGs). Triangulation was used to ensure credibility and validity of the results. For data analysis, the authors followed a three-stepwise process, which helped to develop a framework within which the collected data could be analyzed. For generalization of the findings, the authors were guided by the “adaptive theory approach”. Findings – Uganda will not realize any MDGs by 2015. However, CSR activities have the potential to contribute to a cross-section of various MDGs that are more important and relevant to Uganda when supported by the government. If this happens, realization of the MDGs is likely to be stepped up. CSR's potential contributions to the MDGs were found to be hindered by corruption and cost of doing business. Lastly, MDG 8 and MDG 3 were perceived to be too ambiguous to be integrated into company CSR interventions, and to a certain extent were perceived to be carrying political intentions which conflict with the primary business intentions of profit maximization. Practical implications – Governments in developing countries that are still grappling with the MDGs can use this research when devising collaborations with private-sector companies. These documented CSR activities that contribute directly to specific MDGs can be factored into the priority public-private partnership arrangements. Private companies can also use these findings to frame their stakeholder engagement, especially with the government and also when setting CSR priorities that significantly contribute to sustainable development. Originality value – This research advances the “Post-2015 MDG Development Agenda” suggested during the United Nations MDG Summit in 2010, which called for academic and innovative contributions on how MDGs can be realized even after 2015.

Mind the “academician-practitioner” gap: an experience-based model in the food and beverage sector

2014 ◽  
Vol 17 (4) ◽  
pp. 319-335 ◽  
Author(s):  
Alessio Cavicchi ◽  
Cristina Santini ◽  
Lucia Bailetti
Keyword(s):  
Olive Oil ◽  
Case Studies ◽  
Ad Hoc ◽  
Value Added ◽  
Interdisciplinary Approach ◽  
Research Process ◽  
Longitudinal Case Study ◽  
Content Type ◽  
The Real ◽  
Food And Beverage

Purpose – This purpose of this paper is to introduce a research model inspired by the basic principles of experiential research and apply it to the food and beverage industry. Thinkers and doers often do not speak the same language: many scholars have pursued the goal of reducing the gap between academicians and practitioners by introducing new research models or adapting existing ones. Two case studies with wine and olive oil producers illustrate how the model works and highlight its applicability. Background literature is provided to support the model. Design/methodology/approach – In defining the model, we have followed several steps. First, we searched the literature to identify research needs and insights that might be useful in formulating the model. Second, we constructed a model following some procedural steps suggested in the literature. Third, we tested a model to verify its applicability and functionality. The paper is structured as follows: the first section explores the issue of academic–practitioner collaboration to identify the obstacles to effective collaboration and to define possible benefits from reducing the gap. The second section presents background literature on methodologies for enhancing cross-profession collaboration. Finally, the model is described and two case studies are described to flesh out how the model works. Findings – According to our experience and research results, this model is, paraphrasing Phillips (1987), “warrantable” because it proposes continuous reflection to improve the alignment between thinkers and doers: this method of conducting research is objective and bridges the gap between researchers and practitioners. Because this model centres on experience, participant behaviours and beliefs can be elicited about a host of nondurable goods. Having entrepreneurs put themselves in the consumers’ position, and providing them the results of their experiment can be considered the real value added of this approach. The model proposed in this paper opens a wider perspective in qualitative research, and the two case studies demonstrate that it is particularly flexible for adaptation to various businesses. Research limitations/implications – More case studies could be useful to demonstrate the validity of this model. Particularly, a longitudinal case study aiming at collecting data about the participants’ feedback in the long run could help in understanding the deep value of the proposed model. Practical implications – While this paper illustrates two applications of the model with entrepreneurs and managers of the wine and olive oil industry, this model offers potential for analysis not only in the food and beverage sector but all fast-moving consumer goods sectors, as it can be adapted to techniques other than sensory analysis once researchers have confirmed that they fit with the aim of the research and the peculiarities of the problem observed. Social implications – Tools and methodologies must be chosen according to the type of business the problem refers to, and, while this presents a considerable challenge in organizing ad hoc research teams, it also offers an opportunity for an interdisciplinary approach and an exchange of knowledge and skills from different research fields. In this case, the choice of research methodology is much more driven by the real needs that emerge from the phenomenon observed, rather than by the researchers’ specific skills. Originality/value – This paper has helped us broaden our perspective on research and has encouraged us to reflect on critical issues such as validity of a research process and usefulness of research. Some questions about the role of research in relation to practitioners are still open, but we think that this work has the merit of further highlighting the importance of bridging the gap between researchers and practitioners during research, and the usefulness being flexible and open-minded when carrying out an investigation.

Creating communities: the use of technology in craft and DIY communities of practice

2014 ◽  
Vol 16 (4) ◽  
pp. 277-295 ◽  
Author(s):  
Kate Holmes ◽  
Anita Greenhill ◽  
Rachel McLean
Keyword(s):  
Communities Of Practice ◽  
Information And Communication Technologies ◽  
Deep Understanding ◽  
Ethnographic Study ◽  
Original Research ◽  
Structured Interviews ◽  
Content Type ◽  
Use Of Technology ◽  
Theoretical Perspectives ◽  
Insight Into

Purpose – The purpose of this study is to gain insight into craft and do-it-yourself (DIY) communities of practice (COPs) and how the use of technology provides ways for participants to connect, share and create. Gaining deeper insights into the practices of these communities may provide new opportunities to utilise within this flourishing domain. Design/methodology/approach – Qualitative methods were adopted to collect data and analysed through an interpretivist lens. Semi-structured interviews were conducted with members of craft and DIY COPs to gain a deep understanding of the broader ethnographic study. Existing theoretical perspectives surrounding COPs have been applied to further current perspectives. Findings – Findings from this study suggest that being part of a COP allows participants to connect to others, build creative enterprise and learn or enhance skills. Insights gained from this study indicate some of the detailed ways in which the application of technology redefines craft and DIY COPs. Research limitations/implications – This study provides a succinct exploration of a vast and fluid domain; if presented with more time and wider resources, the research would include further exploration of virtual COPs. Originality/value – The investigation provides a rich insight into the use of information and communication technologies (ICTs) within craft and DIY COPs. The application of theoretical perspectives from the area of Information Systems (IS) and Technology Management to this domain is regarded as an original research and furthers knowledge in these areas. Originality/value – The investigation provides a rich insight into the use of ICTs within craft and DIY COPs. The application of theoretical perspectives from the area of IS to the domain of craft and DIY culture is original research and extends existing concepts to include skills sharing as a previously unexplored domain.

Could lean and green be the driver to integrate business improvement throughout the organisation?

2018 ◽  
Vol 67 (1) ◽  
pp. 207-219 ◽  
Author(s):  
Lara Chaplin ◽  
Simon T.J. O’Rourke
Keyword(s):  
Case Studies ◽  
Large Scale ◽  
Participant Observation ◽  
Integrated Approach ◽  
Thick Description ◽  
Content Type ◽  
Main Research ◽  
Lean And Green ◽  
Multiple Case ◽  
Multiple Case Studies

Purpose It seems to be the consensus (Zhang et al., 2012; George et al., 2003; Arumugam et al., 2013) that Lean Six Sigma (LSS) has become a beneficial improvement initiative used in a variety of industries. There is a move towards integrating any high-level business improvement methods holistically throughout the whole organisation. Indeed, Hoerl (2014) explored the idea that when using LSS for business improvement, the programme should engage the whole organisation in much the same way as the financial function is present throughout each department. The purpose of this paper is to posit that using the lean and green agenda may be the driver to achieve integration. Design/methodology/approach The research adopted a subjective ontological perspective with the researcher using participant observation as the main research instrument. Denzin and Lincoln (2005) note that it is now common for scholars to argue that the only relevant data are those based upon the personal experience of the researcher; this served as an informing foundation for the approach for the exploration of the topic. Based on multiple case studies, chosen because they operate in different sectors, the paper adopted an extended case method (Burawoy, 1998) to analyse and gather the research. The organisations were chosen because they both were at a similar stage in their continuous improvement (CI) journey. The main reasoning behind the selection of the two different organisations is to reach “Thick Description” (Geertz, 1973, p. 3, 2001). Findings The findings suggest that there are still significant benefits of implementing a large-scale lean agenda in particular when using an LSS methodology. The paper finds that there are also significant gaps in achieving full integration within the organisation and argues that lean and CI are still the remit of the operations manager. The document goes on to argue that if the CI initiative is driven by the corporate social responsibility (CSR) plan, then any lean/lean green implementation will enable the company to drive CI integration with all stakeholders. Research limitations/implications The research has implications for those responsible for the CSR function within the organisation and the operations manager who is charged with implementing any lean/lean and green CI. Practical implications The paper argues that the lean and green agenda can drive integration of any CI activity throughout the organisation and suggests that the way this can be achieved is any CI activity that is included in the wider CSR plan. Social implications This paper contributes to the “lean and green” agenda and offers a solution for the problem of integrating LSS activities throughout the whole organisation by placing CI and LSS within the CSR remit. Originality/value There is little consensus how this holistic integrated approach should be implemented by the company. This research uses multiple case studies to critically examine the application of LSS as an improvement programme within two large UK-based organisations, each company operating in very different industry sectors to identify the benefits of LSS but also the missed “green/societal” opportunities and argues that if any lean and lean and green agenda is to be holistically adopted, then any CI activity should be driven by the CSR department.

Market-mediated authenticity in culturally themed culinary space

2018 ◽  
Vol 21 (3) ◽  
pp. 353-374 ◽  
Author(s):  
Nilanjana Sinha ◽  
Himadri Roy Chaudhuri ◽  
Jie G. Fowler ◽  
Sitanath Mazumdar
Keyword(s):  
Service Providers ◽  
Participant Observation ◽  
Cultural Continuity ◽  
Structured Interviews ◽  
Design Data ◽  
Global Marketplace ◽  
Content Type ◽  
Four Dimensions ◽  
Provider Perspectives ◽  
Cultural Boundaries

PurposeThis paper aims to explore authenticity as a multidimensional construct from both consumer and service provider perspectives in the context of culturally themed restaurants in Kolkata, India.Design/methodology/approachUtilizing a phenomenological design, data have been collected through participant observation, photographs and semi-structured interviews in Bengali-themed restaurants over a two-year period.FindingsBy articulating the processes and dimensions that operate behind the narrative of authenticity, the findings display the interaction between market/cultural forces and the perception of authenticity. These reveal that authenticity embraces four major categories, namely, traditional, staged-form, postmodern and constructivist.Research limitations/implicationsThis study provides insights into the collective role of both consumers and service providers in mediating perceptions of authenticity. Theoretically, this study contributes to the literature by articulating four dimensions of authenticity.Practical implicationsPractically, this study assists marketers with insights into the balance of authenticity and the commoditization of culture.Originality/valueAs globalization weakens cultural boundaries and jeopardizes regional identities, there is a need for reassuring cultural continuity that upholds ethnic legacy for local consumers. Thus, this study provides theoretical and practical insights for both researchers and practitioners concerned about maintaining authenticity in a global marketplace.

Supporting, tinkering, adjusting and resisting: a typology of user translations of the built environment

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ahlam Ammar Sharif ◽  
Andrew Karvonen
Keyword(s):  
Architectural Design ◽  
Participant Observation ◽  
User Involvement ◽  
Actor Network Theory ◽  
Daily Basis ◽  
User Preferences ◽  
Building Performance ◽  
Structured Interviews ◽  
Content Type

PurposeArchitectural theorists have a long tradition of acknowledging the centrality of building users to architectural production. This article contributes to the discourse on architecture, actor–network theory (ANT), and users by proposing a typology of user translations ranging from supporting to tinkering to adjusting to resisting.Design/methodology/approachThe research utilises an ANT-inspired ethnography of sustainable lighting scripts at the Masdar Institute of Science and Technology (MIST). It comprises semi-structured interviews with MIST designers and students, and site visits and participant observation to understand how the users interpret the scripts and how they interact and change them on a daily basis.FindingsThere is a shared understanding that users do not simply receive architectural designs but interpret and change them to suit their preferences. The findings reveal the multiple ways that users interpret and respond to the assumptions of designers and in the process, recast the relations between themselves and their material surroundings.Originality/valueThe research contributes to acknowledging the centrality of users to architectural design processes and the interpretation of design scripts, addressing the limitation in current literature in demonstrating the diversity of ways that users react to such scripts. The research suggests that user actions have significant implications on long-term building performance. It accordingly points to the need for devising multiple means of user involvement in the design process and allowing greater flexibility in design scripts to improve the alignment with user preferences.

Learning in multi-team systems: a qualitative study of learning triggers, readiness to learn and learning processes

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Valerie I. Sessa ◽  
Jessica L. Francavilla ◽  
Manuel London ◽  
Marlee Wanamaker
Keyword(s):  
Case Studies ◽  
Learning Process ◽  
Adaptive Learning ◽  
Quantitative Research ◽  
Participant Observation ◽  
Learning Processes ◽  
Future Research ◽  
Content Type ◽  
First Case ◽  
Readiness To Learn

Purpose Multi-team systems (MTSs) are expected to respond effectively to complex challenges while remaining responsive and adaptable and preserving inter-team linking mechanisms. The leadership team of an MTS is expected to configure and reconfigure component teams to meet the unique needs of each situation and perform. How do they learn to do this? This paper, using a recent MTS learning theory as a basis, aims to begin to understand how MTSs learn and stimulate ideas for future research. Design/methodology/approach The authors use two case studies to address research questions. The first case was a snapshot in time, while the second case occurred over several months. Interviews, documents and participant observation were the data sources. Findings As suggested by theory, findings support the idea that learning triggers, the timing of the triggers and readiness to learn (RtL) affect the type of learning process that emerges. The cases showed examples of adaptive and generative team learning. Strong and clear triggers, occurring during performance episodes, led to adaptive learning. When RtL was high and triggers occurred during hiatus periods, the associated learning process was generative. Originality/value Using an available theoretical model and case studies, the research describes how MTS readiness to learn and triggers for learning affect MTS learning processes and how learning outcomes became codified in the knowledge base or structure of the MTS. This provides a framework for subsequent qualitative and quantitative research.

scholarly journals The culture of UK employee-owned worker cooperatives

2020 ◽  
Vol 42 (3) ◽  
pp. 761-776
Author(s):  
David Wren
Keyword(s):  
Qualitative Data ◽  
Participant Observation ◽  
Employee Ownership ◽  
Self Control ◽  
Structured Interviews ◽  
Additional Time ◽  
Content Type ◽  
Worker Cooperatives ◽  
The Uk ◽  
Ownership Types

PurposeThis paper presents exploratory, empirical data from a three-year study of organizational culture in for-profit, employee-owned businesses within the UK, comparing ownership types (direct, trust, and cooperative). It outlines the study and then focuses on worker cooperatives. Culture is illuminated through the lens of performance and reward management.Design/methodology/approachQualitative data was gathered from three worker cooperatives based in the North of England, using semi-structured interviews, participant observation, and document review and was compared to qualitative data collected from other types of employee-owned businesses.FindingsThe findings suggest a distinct culture within worker cooperatives encompassing five key values: a whole life perspective, consistently shared values, self-ownership, self-control, and secure employment.Research limitations/implicationsAdditional time with each cooperative and a greater spread of cooperatives would be beneficial. The research was carried out during a period of organizational growth for the case organizations, which may influence attitudes to reward and retention management.Practical implicationsThe results inform recruitment and retention policy and practice within worker cooperatives and highlight concerns regarding the stresses of being a self-owner. These are important considerations for potential worker co-operatives alongside policy recommendations to advance employee ownership.Originality/valueA comparative analysis of culture, performance, and rewards across different employee ownership types has not been undertaken before. This addresses an under-researched area of employee ownership regarding HR practices. Within the UK, recent research on the culture(s) of worker cooperatives is limited.

“Confucian management” or a confused and epistemologically questionable view on Chinese management?

2017 ◽  
Vol 6 (3) ◽  
pp. 146-158
Author(s):  
Anthony Friend
Keyword(s):  
Chinese Philosophy ◽  
Participant Observation ◽  
Research Data ◽  
Structured Interviews ◽  
Common View ◽  
Content Type ◽  
Chinese Management ◽  
Us Economy ◽  
Cultural Framework ◽  
The Rich

Purpose In the wake of the ongoing financial crisis, US managerialism has been denounced as a professional caste that has slowly served to erode the competitiveness of the US economy. In light of this, there is an increasing search for possible alternatives to US managerialism, with some authorities putting forward that one enviable alternative is “Confucian management”, which they claim is a means of organising in Chinese institutions that gets things done by pulling on the rich heritage of Ancient Chinese philosophy. The purpose of this paper is to interrogate “Confucian management”. Design/methodology/approach This paper questions the common view of “Confucian management” through an ethnography of Baiyun University (a pseudonym) in South China, where the author worked as a “foreign” English lecturer for one academic year, and in order to do this the author draws on participant-observation and semi-structured interviews. Ethnography has long been associated with colonialism and has more recently been connected with post-colonialism, so in an attempt to decolonise the methodology, the author analyses the generated research data through a Chinese sensitive cultural framework. Findings This paper argues that “Confucian management” offers a confused and epistemologically questionable view on Chinese management. It points to some of the limitations of management and organisation studies brought about by claims being made without sufficient empirical evidence. Research limitations/implications The focus is on “Confucian management” at Baiyun University so findings are specific to this empirical research site. It is also acknowledged that universities have a divergent form of management to other institutions. The paper’s intent is ideographic rather than nomothetic; therefore, no claims to generalisation are made. Originality/value The paper makes three substantive contributions. First, the empirical contribution is an ethnographic description of “Confucian management” at Baiyun University. Second, the methodological contribution attempts to decolonise methodology by analysing the generated research data through a Chinese sensitive cultural framework. Third, the epistemological contribution queries to what extent “Confucian management” as an idea that is enunciated from the Global North is able to effectively speak about a practice that is supposedly performed in the Global South.

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