E-service flexibility: meeting new customer demands online

2013 ◽  
Vol 36 (11) ◽  
pp. 1123-1136 ◽  
Author(s):  
Yan Jin ◽  
Ngozi Oriaku
Keyword(s):  
Theoretical Model ◽  
Firm Performance ◽  
Conceptual Model ◽  
Service Providers ◽  
Empirical Studies ◽  
Activity Cycle ◽  
Business Environment ◽  
Content Type ◽  
Definition Of ◽  
A Company

Purpose – Business-to-consumer (B2C) electronic service (e-service) allows a company to decrease transaction costs, expedite delivery time, and serve more customers. Flexibility lets e-service providers improve their service without costly and time-consuming infrastructure overhauls to cope with the changing business environment. Little work has been done to associate flexibility with e-service. This paper aims to provide a conceptual taxonomy of e-service flexibility in line with the online purchase in a customer activity cycle (CAC), as well as a theoretical model to investigate the relationships among a company's internal flexibility, e-service flexibility, customer readiness and firm performance. Design/methodology/approach – Based on an extensive review of e-service and flexibility literature, the paper develops a taxonomy of B2C e-service flexibility in a CAC framework and a conceptual model to show the influence e-service flexibility exerts on firm performance and the factors that support e-service flexibility. Findings – This research identifies the important e-service flexibility in each CAC stage, discusses the influence of e-service flexibility on firm performance and an organization's internal flexibility supporting e-service flexibility, and argues that customer readiness has an important influence on firm performance as well. Research limitations/implications – The conceptual model of e-service flexibility and propositions need further empirical validation. Practical implications – This paper should help managers identify the critical e-service flexibility that satisfies their customers and the core internal flexibility that supports flexible e-service. It should help managers consider customer limitations when developing e-service flexibility. Originality/value – This research sets some theoretical and research foundation for future empirical studies. First, the research provides a conceptual definition of e-service flexibility in line with the CAC. Based on the definition, measurements of e-service flexibility in each stage of CAC could be developed and the e-service flexibility construct could be validated. Second, the conceptual model outlines the relationships between a company's internal flexibility, e-service flexibility, customer readiness, and firm performance. The theoretical model provides the foundation for empirically testing the influences of interactions between a company and their customers on firm performance.

scholarly journals Toward a scholarship of peace leadership

2016 ◽  
Vol 12 (3) ◽  
pp. 216-226 ◽  
Author(s):  
Whitney McIntyre Miller
Keyword(s):  
Literature Review ◽  
Conceptual Model ◽  
Design Methodology ◽  
Empirical Studies ◽  
Scholarly Work ◽  
Leadership Studies ◽  
Content Type ◽  
Scholarly Literature ◽  
Definition Of ◽  
Leader Role

Purpose The purpose of this paper is to discuss the phenomenon of peace leadership, an emerging sub-area of leadership studies. Design/methodology/approach This literature review discusses peace leadership scholarly work specifically identified as such by its authors, and therefore does not include literature potentially viewed as informing the broader discussion of peace leadership. Findings The peace leadership specific scholarly literature discussed herein includes work on the traits, characteristics, and practices of peace leaders; peace leader role and responsibilities; and the connective and collective nature of peace leadership. Originality/value Discussion of the literature concludes a proposed definition of peace leadership and with three suggestions for ways to continue to build peace leadership scholarship including: empirical studies, theoretical and conceptual model creation, and ongoing informed discussions, and in itself contributes to the emerging conversation of peace leadership.

Territorial capital as a company intangible

2016 ◽  
Vol 17 (1) ◽  
pp. 148-167 ◽  
Author(s):  
Mariachiara Barzotto ◽  
Giancarlo Corò ◽  
Mario Volpe
Keyword(s):  
Great Difficulty ◽  
Future Research ◽  
Manufacturing Companies ◽  
Policy Makers ◽  
Content Type ◽  
Capital Growth ◽  
Multiple Case ◽  
Definition Of ◽  
A Company

Purpose – The purpose of this paper is twofold. First, to explore to what extent being located in a territory is value-relevant for a company. Second, to understand if a company is aware of, and how it can sustain, the territorial tangible and intangible assets present in the economic area in which it is located. Design/methodology/approach – The study presents an empirical multiple case-study, investigating ten mid-/large-sized Italian companies in manufacturing sectors. Findings – The results indicate that the sampled manufacturing companies are intertwined with the environment in which they are embedded, both in their home country and in host ones. The domestic territorial capital has provided, and still provides, enterprises with workers endowed with the necessary technical skills that they can have great difficulty in finding in other places. In turn, companies support territorial capital generation through their activities. Research limitations/implications – To increase the generalisability of the results, future research should expand the sample and examine firms based in different countries and sectors. Practical implications – Implications for policy makers: developing effective initiatives to support and guide a sustainable territorial capital growth. Implications for managers and investors: improving managerial and investors’ decisions by disclosing a complete picture of the enterprise, also outside the firm boundaries. Originality/value – The study contributes to intangibles/intellectual capital literature by shedding light on the importance of including territorial capital in a company’s report to improve the definition of the firm’s value. Accounting of the territorial capital would increase the awareness of the socio-economic environment value in which companies are located and its use.

Determinants of the firm performance of returnee entrepreneurs in Somalia: the effects of external environmental conditions

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohamed-Abdullahi Mohamed ◽  
Asmat-Nizam Abdul-Talib ◽  
AfifahAlwani Ramlee
Keyword(s):  
Firm Performance ◽  
Conceptual Framework ◽  
Empirical Studies ◽  
Theoretical Background ◽  
Future Research ◽  
African Countries ◽  
Content Type ◽  
Somali Diaspora ◽  
Post Conflict ◽  
Perceived Environmental Uncertainty

Purpose This study aims to examine the role of returning Somali diaspora entrepreneurs on firm performance and their perceived environmental obstacles. Design/methodology/approach The paper draws on a broad literature review and covers a theoretical background to develop a research framework. It presents several propositions to be empirically tested to determine the influence of returnee entrepreneurs’ success and the challenges they face in the process. Findings The paper offers an overview of how Somali diaspora returnee entrepreneurs can use their resources to succeed in their business and the possible environmental uncertainties that could hinder them. The study highlights some under-researched areas and provides future research directions. Research limitations/implications A research investigation is needed to test the proposed conceptual framework empirically. Further research is also recommended to use other predictors when investigating the perceived environmental uncertainty faced by returnee entrepreneurs. Practical implications In the diaspora entrepreneurship literature, returnee entrepreneurs in post-conflict African countries did not get enough attention. Hence, the study will contribute theoretically to the literature. Originality/value The paper provides a conceptual framework that will help understand returnee entrepreneurs in post-conflict states in Africa, paving the way for empirical studies on the topic.

Another failed M&A: misaligned business models as culprit

2017 ◽  
Vol 38 (5) ◽  
pp. 18-26
Author(s):  
Gaël Le Floc’h ◽  
Laurent Scaringella
Keyword(s):  
Customer Value ◽  
Multinational Enterprises ◽  
Business Models ◽  
Small And Medium Enterprises ◽  
Empirical Studies ◽  
Empirical Literature ◽  
Content Type ◽  
Recent Debate ◽  
Definition Of ◽  
Medium Enterprises

Purpose Literature on business models (BMs) has grown ve ry rapidly since the beginning of the twenty-first century, and although the theoretical and empirical literature has developed significantly, the number of practical and management-oriented studies remains relatively low. A recent debate in the field has focused on the definition of BM invariants: sensing customer needs, creating customer value, sustaining value creation and monetizing value. Extant empirical studies have mainly focused on multinational enterprises (MNEs) and successful BMs; however, this study concentrates on the failure of BMs in the case of small and medium enterprises (SMEs). An important source of a BM’s failure is the misalignment between MNE and SME involved in an acquisition. Design/methodology/approach Looking through the lens of the four BM constants, the aim of this study is to examine the case of the acquisition Domestic Heating (an SME) by Ventilair (an MNE). Findings Although both separate entities were achieving good results and each had a specific BM, the acquisition produced poor results mainly due to the misalignment of the two BMs. The findings lead the authors to make recommendations to practitioners on avoiding BM misalignment during an acquisition. Originality/value The authors encourage practitioners to enhance communication, promote organizational experiments, acknowledge specificities of both entities, foster employee commitment and ensure homogeneity in IT system usage.

scholarly journals The influence of quality management systems for improvement of logistics supply in Poland

2017 ◽  
Vol 8 (4) ◽  
pp. 643-655 ◽  
Author(s):  
Dominik Zimon
Keyword(s):  
Quality Management ◽  
Quality Management System ◽  
Empirical Studies ◽  
Iso 9001 ◽  
Management Systems ◽  
Quality Management Systems ◽  
Supply Logistics ◽  
Definition Of ◽  
The Impact ◽  
A Company

Research background: ISO 9001 with its requirements gives a company a guidance on the definition of the quality management system architecture, based on the process approach and the indications for its continuous improvement. Despite the general emphasis to the benefits of implementation of ISO 9001 in the literature, there is a still lack of research concerning the actual impact of quality management systems for improving specific logistics processes. The research is focused on the Polish market because there is no research in the subject literature which concerns the impact of the implementation of quality management systems on the improvement of logistic processes in Polish enterprises. Purpose of the article: The focus of this publication was to examine the impact of the implementation of the requirements of ISO 9001 for process improvement supply logistics. Methods: Empirical studies were carried out in September and October 2014 on a group of 17 companies with implemented and certified quality management systems according to ISO 9001. The research tool was a questionnaire survey sent to management representatives (25 respondents) and workers (140 respondents). The surveys were supplemented with direct interviews with employees of the companies. Findings: Based on the survey it can be stated that the quality management systems, accord-ing to ISO 9001, had a fairly large impact on improving procurement processes. This is particularly evident in areas including relationships with suppliers, quality control, workflow and communication, both internal and external. The positive aspects achieved through the implementation of quality management systems due to the fact that the ISO 9001 standard in its commitments puts great emphasis on the organization of the procurement process.

Supplier management by distributing orders among new and existing suppliers: the methodology and its application to a fast fashion company

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Betul Acar Alagoz ◽  
Murat Caner Testik ◽  
Derya Dinler
Keyword(s):  
Performance Evaluation ◽  
Business Processes ◽  
Low Cost ◽  
Moving Average ◽  
Holistic Approach ◽  
Supplier Management ◽  
Business Environment ◽  
Content Type ◽  
A Company ◽  
Over Time

PurposeThis study aims to create a reliable, collaborative and sustainable business environment with suppliers of a company for providing high-quality and low-cost products on time. A supplier management system that sustains existing suppliers by sharing work based on systematic performance evaluation while developing the supplier base with potential suppliers is proposed.Design/methodology/approachBuilt on quantitative approaches, supplier management functions are integrated in the designed system. A quantitative strengths, weaknesses, opportunities and threats (SWOT) analysis is adapted for evaluating potential suppliers. A multi-objective integer linear programming (ILP) model is developed for the distribution of orders among selected potential and existing suppliers. A performance evaluation scheme based on an exponentially weighted moving average (EWMA) is proposed to evaluate and monitor suppliers' performance over time.FindingsProposed system develops a supplier base by methodically selecting and approving new suppliers, and a sustainable relationship with both new and existing suppliers is established based on performance over time. Decisions on retaining or removing suppliers from the base are objectively made by quantitative evaluations. Orders are fairly distributed among suppliers under the constraints imposed by the management. Dependence on a certain set of suppliers and its associated risks are reduced while agility in offering goods is enabled.Originality/valueBusiness processes for selecting new suppliers, distributing orders among all suppliers, evaluating and monitoring performance over time are quantitatively integrated to add value in operational decision-making. The proposed system is original in the holistic approach for managing and sustaining multiple suppliers of a company based on performance.

Profiting from innovation in the aftermath of an economic crisis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ulrich Lichtenthaler
Keyword(s):  
Product Development ◽  
Economic Crisis ◽  
Innovation Management ◽  
Empirical Studies ◽  
Cost Savings ◽  
Negative Consequences ◽  
Content Type ◽  
Innovation Activities ◽  
A Company ◽  
Innovation Processes

Purpose The aim of this paper is to present systematically a variety of benefits from innovating in response to an economic crisis. Design/methodology/approach This is a conceptual paper that draws on prior conceptual and empirical studies, especially the innovation-based view of firm performance. Findings Many firms have cut their innovation expenditures in response to the COVID-19 crisis. However, the financial crisis in 2008/2009 has shown that these short-term cost savings may have severely negative consequences on competitiveness. Several innovation examples from the crisis due to the COVID-19 pandemic further indicate that companies may benefit from a variety of first-order innovations, which go considerably beyond product development. Consequently, researchers and executives need to consider the variety of innovation types beyond product development, and they further need to emphasize second-order innovations, which describe the dynamic transformation of innovation management. Originality/value Academics and practitioners need to put specific attention to the transformation of innovation processes at the beginning of a crisis because firms may have to redesign their innovation processes. This dynamic reconfiguration and realignment of innovation processes further is essential again if a crisis continues for a longer period, such as the crisis due to the coronavirus pandemic. For example, if a company currently does not respond to relevant trends, its competitive position will deteriorate because other companies will enter the market. If firms can afford to continue or strengthen the innovation activities, they may profit substantially after the crisis.

Bean There: coffee as a vehicle for change

2021 ◽  
Vol 11 (4) ◽  
pp. 1-63
Author(s):  
Richard Thomson ◽  
Katherine Hofmeyr ◽  
Amanda Bowen
Keyword(s):  
Learning Outcomes ◽  
Swot Analysis ◽  
Corporate Strategy ◽  
Business Environment ◽  
Bottom Line ◽  
Content Type ◽  
Academic Level ◽  
Business Model Canvas ◽  
Market Outlook ◽  
A Company

Case overview At midnight on Thursday, 26 March 2020, the South African government ordered a three-week lockdown in response to the COVID-19 pandemic and subsequently extended this lockdown for a further two weeks until the end of April 2020. Among other measures, businesses not classed as “essential” had to cease operation. This meant that Jonathan Robinson, founder of the Bean There Coffee Company had to close his trendy Cape Town and Milpark coffee shops, as well as the company’s hospitality and corporate business. At the same time, Bean There’s costs increased by 25%, as the rand: dollar exchange rate worsened substantially. A glimmer of hope was that the company was able to continue roasting coffee and supplying its retail clients. Unlike most captains of industry, Robinson was not driven by the bottom line and clamouring shareholders. His corporate strategy was driven by a single, simple purpose: to achieve ethical sustainability aspirations while still running a profitable business. The question for him now, however, was how to ensure that his company could survive in the short term, so that it could achieve these goals in the longer term, and whether he could take this opportunity to think about whether his business was best positioned to achieve these goals when things returned to normal. Expected learning outcomes The learning outcomes are as follows: conduct a thorough analysis of a specific company and its industry, including its markets, competitors, and other aspects of the internal and external business environment, using a range of tools, including a Business Model Canvas (BMC), SWOT analysis and PESTLE analysis; analyse and explain the market outlook of a company; identify and analyse a company’s competitors; discuss and explain a detailed implementation plan showing the way forward for a company, considering its current challenges, including integrating a range of conceptual and analytical fields of knowledge to assess a management dilemma, and arrive at a creative and innovative management solution; and be able to present information and defend substantial insights and solutions to a management dilemma in oral and written modes, appropriate in standard for both the academic and business communities to analyse and appreciate. Complexity academic level Postgraduate Diploma in Management, MBA, Masters in Management, Executive Education. Supplementary materials Teaching notes are available for educators only. Subject code CSS 11: Strategy.

A Conceptual Model for Describing the Integration of Decision Aspect into Big Data

2022 ◽  
pp. 294-318
Author(s):  
Fatma Chiheb ◽  
Fatima Boumahdi ◽  
Hafida Bouarfa
Keyword(s):  
Decision Making ◽  
Big Data ◽  
Competitive Advantage ◽  
Conceptual Model ◽  
Big Data Analytics ◽  
Decision Makers ◽  
Modern Business ◽  
Definition Of ◽  
A Company ◽  
Support Decision Making

Big Data is an important topic for discussion and research. It has gained this importance due to the meaningful value that could be extracted from these data. The application of Big Data in the modern business allows enterprises to take faster and smarter decisions, achieving a real competitive advantage. However, a lot of Big Data projects provide disappointing results that don't address the decision-makers' needs due to many reasons. The main reason for this failure can be summarized in neglecting the study of the decision-making aspect of these projects. In light of this challenge, this study proposes the integration of decision aspect into Big Data as a solution. Therefore, this article presents three main contributions: 1) Clarify the definition of Big Data; 2) Presents BD-Da model, a conceptual model describes the levels that should be considered to develop a Big Data project aiming to solve a problem that calls a decision; 3) Describes a particular, logical, requirements-like approach that explains how a company develops a Big Data analytics project to support decision-making.

Gaining insights into why professionals continue or abandon pro bono service

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Paul G. Patterson ◽  
Janet R. McColl-Kennedy ◽  
Jenny (Jiyeon) Lee ◽  
Michael K. Brady
Keyword(s):  
Empirical Study ◽  
Conceptual Model ◽  
Service Providers ◽  
Institutional Logics ◽  
Professional Service ◽  
Purchase Behavior ◽  
Behavior Model ◽  
Content Type ◽  
Pro Bono ◽  
Personal Recognition

Purpose The purpose of this study is to empirically examine the personal/situational and business factors that encourage or discourage pro bono service of professionals based on the theory of institutional logics framework and the extended purchase behavior model. Design/methodology/approach This paper collected the data using a mixed-method approach: 30 qualitative interviews and 443 cross-sectional surveys from professional service providers across industries. The constructs of interest were measured with the scales compiled from the literature, industry reports and the preliminary interviews. Findings The results highlight emotional value derived from personal/situational factors (intrinsic motivation, personal recognition, philanthropic disposition and lack of appreciation) drove professionals’ intentions to continue to undertake pro bono work. While employer encouragement motivated professionals to engage in pro bono service, the prospect of gaining business opportunities and time constraints discouraged this important practice. Research limitations/implications While there has been considerable empirical study undertaken on charitable behavior, little attention has been given to this form of giving (pro bono work by service professionals). Overall, the results show that personal satisfaction with and feeling good about the study undertaken are required for continuation. Professionals who are intrinsically motivated, philanthropic-natured and properly-acknowledged through positive feedback and recognition tend to experience positive feelings that engender their good intentions to help the underprivileged, those in need and society more generally. The findings thus complement and extend the academic and industry literature on charitable giving. Practical implications This research identifies the drivers of service professionals’ continuation of pro bono work that the third sector relies heavily on its sustainability. As the study findings suggesting the importance of personal recognition, nonprofit organizations should demonstrate genuine gratitude and recognition of these professionals so that they continue to give their services pro bono. Originality/value The research is the first empirical study to develop a conceptual model that delineates the drivers and/or barriers to professionals continuing pro bono service. Unlike the previous study lacking a theoretical basis, this paper proposed and tested the conceptual model derived from the institutional logics framework and the extended purchase behavior model.

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