Uncertainty management in engineering-service development: the role of organisational capabilities

PurposeEngineering-service (ES) development is characterised by high uncertainty, the management of which is crucial for the success of the offering during the provision of ESs. This paper studies suitable organisational capabilities to address different uncertainty types.Design/methodology/approachBased on conceptualisation of individual uncertainty types and organisational capabilities, this study investigated their empirical links through six case studies of ES development projects. The data consisted of 64 semi-structured interviews, 10 weeks of observational data and 166 supporting documents describing the projects.FindingsThe findings provide empirical evidence for four distinct uncertainty types (environmental, organisational, technical and relational uncertainty) and the organisational capabilities needed for addressing them. The authors identified unique dominant capabilities for each uncertainty type (commercialisation for environmental uncertainty, coordination for organisational and technical uncertainty, and relational capabilities for relational uncertainty), which were complemented with supporting capabilities, including project management and integration.Originality/valueThis study contributes to the service operations literature by merging previously separate research streams on uncertainty and organisational capabilities in ESs and servitization. Through this merge, this study offers a more coherent understanding by extending previously sporadic insights into specific links between individual uncertainty types and individual capabilities.

Analyzing Technical Competency, Relational Capabilities and Cognitive Abilities on Customer Satisfaction at Distributor Companies in Indonesia

In the current era of globalization, business competition is getting tougher and as a market leader, companies must always maintain their performance and improve their performance, so that customer satisfaction is always maintained. Especially the performance of mechanical services to customers whose performance must be maintained. Main problem faced by PT United Tractors heavy equipment service division is a decrease in customer satisfaction. The decrease in satisfaction is thought to be caused by a decrease in mechanics technical competence, the lack of mechanical ability to maintain good relationships (relational capability) with customers and the ability to identify problems (cognitive abilities) faced by customers. The purpose of this research is to analyze the impact of technical competency, relational capability and cognitive ability toward customer satisfaction and to analyse the impact of customer satisfaction toward customer loyalty. As a quantitative research, the study distributed questionnaires to 200 respondents who are customers who used mechanics services, so that it can be seen what variables have a significant impact on customer satisfaction. The findings of this study are that cognitive ability and technical competency have a significant impact on customer satisfaction, while relational capability has no significant impact on customer satisfaction. The influence of customer satisfaction on customer loyalty has a significant impact.

The relevance of relational capabilities in collaborative decisions

Purpose This study aims to focus on inter-firm collaboration, exploring the main capabilities that can make a business more or less open to collaboration; it also considers the role of both firm-specific and relationship-specific capabilities. The paper proposes a model that can be used to study how the combination of the two categories of capabilities determines a firm’s approach to collaboration. Design/methodology/approach Through a survey of high-end hotels in tourist destinations in Italy and the USA, this paper tests variable connected with firm-specific and relationship-specific aspects, using confirmatory factor analysis. Findings Firms with greater capabilities are less open to cooperation; weaker firms with fewer resources appear to be more inclined to cooperate, probably to gain access to resources and competencies they do not possess. Research limitations/implications From a scientific perspective, this paper suggests an analysis based on both individual and relational capabilities when deciding whether to collaborate, while most studies based on a relational view just consider relational capabilities. The study could be enlarged to other countries and contexts. Practical implications From a practical perspective, it indicates the importance of accounting for different and sometimes diverging aspects when deciding to cooperate. Social implications In terms of social implications, it shows that, apart from the relational capabilities they have, potential partners can decide not to collaborate. Originality/value The paper suggests a method of analyzing both individual and relational capabilities when deciding whether to engage in a collaboration. It shows that firms’ behavior does not necessarily depend on the firm’s relational capabilities.

Towards an Eco-decolonial Museology: A critical realist analysis of the crises of South African museums

South African museums face multivalent, simultaneous crises. The MELD dialectical framework of critical realist philosophy can be used to explore potential for a deep reimagining of museum theory and practice that may generate a new, relational mode better able than persistent dualist modes to respond to complex, emergent crises. This has been conceived by the author (Jeffery, 2021) as an ecological-decolonial, or eco-decolonial, mode of museology, and is further developed in the present analysis. At 1M, the MELD analysis surfaces the implicit neoliberal ontology of South African museum work and the emergent paradox of ‘emancipatory neoliberalism’. This paradox is generative of a number of constraints on practice and agency, including commodification of heritage, a restrictive form of official memory, and quantitative management practice. These limit potential for museums to respond to complex crises that require relational capabilities. 2E explores the potential negation of these constraints. To disrupt the principle of collection as the grounding ontological activity of museum practice may disrupt the implicit neoliberal ontology. This may contribute to emergent, sophisticated socialecological trends in museum practice, both in South Africa and internationally. At 3L, a dialectical view on the concept of cultural landscape offers a relational frame for an eco-decolonial museum practice that may better respond to the crises faced by museums. The practical implications of the eco-decolonial approach are considered at 4D. Keywords: museum practice, critical realism, ontology, eco-decolonial, collection, cultural landscape

University-Industry R&D Alliances – An Exploration of Alliance Capabilities Measures

Background: Alliance capabilities studies have long emerged since the 1990s, focusing mainly on firm-to-firm collaboration. However, research on university-industry alliances only emerged from the 2000s. Alliance capabilities are portrayed as a crucial condition to achieve the targeted collaboration outcomes and sustainable relationships. As most alliance capabilities studies focus on firm-to-firm collaboration, research on university-industry R&D alliance is still scarce. Thus, the measurement items for alliance capabilities in the university-industry R&D context are still under-developed. Thus, to investigate how alliance capabilities affect university-industry R&D performance in Malaysia, the relevant measures must first be defined. This paper intends to properly define the measurement items for alliance capabilities in the context of university-industry R&D alliances. Methodology: The alliance capabilities measures are adapted from various literature to accommodate both university and industry perspectives. In finalizing the measurement, in-depth pre-testing was conducted by five strategic management subject matter experts in ensuring face and content validity. Results: There are three alliance capability dimensions. The first dimension is alliance management capability which includes goal setting, process configuration, alliance structure, coordination, management support, and alliance evaluation. The second dimension is alliance integration capability which incorporates relational capabilities, inter-organizational communication, relational capital, and project team effectiveness. The third is alliance learning capability which measures alliance experience, knowledge articulation, knowledge sharing, knowledge codification, internalization, and relationship learning. Although this study successfully develops a set of measurement items for alliance capabilities in university-industry R&D, further statistical analysis is required to test this scale. Conclusion: To date, quantitative measurement items for alliance capabilities in the context of university-industry R&D alliances are still at the infancy stage. Although the measurements are yet to be statistically analyzed, they can be used as a benchmark for future university-industry R&D alliances studies.

Opportunity Exploitation in Times of the COVID-19 Pandemic – The Importance of Dynamic Capabilities and the Entrepreneur’s Characteristics

Purpose: The purpose of the paper is to answer the question of how entrepreneurs can take advantage of and exploit the conditions and opportunities resulting from the COVID-19 pandemic. Methodology: In the paper, we apply the conceptual review method in order to review extant knowledge, identifying important research gaps, and propose a conceptual framework for the research. Findings: We propose a conceptual framework of the recognition and exploitation of business opportunities during the COVID-19 pandemic. The framework assumes the influence of specific dynamic capabilities (strategic foresight – at the strategic level and innovation, self-structured and relational capabilities – at the operational level) and the entrepreneur’s key characteristics (being intuitive, having the ability to learn – especially in the field of crisis management, being innovative, having leadership competencies and having the ability to use advanced digital technologies) on the identification, creation and exploitation of opportunities during the COVID-19 pandemic. Research limitations: The main limitation results from the dynamism of the pandemic situation. Therefore, our results need further empirical verification. Practical implications: The model provides managerial implications for entrepreneurs responsible for decisions and actions during the pandemic crisis. We underline the importance of the development of entrepreneurs’ own competencies as well as the development of the competencies of their employees in the context of crisis management. We especially suggest that managers develop leadership competencies which relate to the competence of how to delegate powers and build empowerment in order to take advantage of the opportunities resulting from the effects of the COVID-19 pandemic. To exploit opportunities effectively, they should be recognized early, and therefore entrepreneurs should consider the benefits of using intuition in this area. Value: The special value of the paper can be seen in the context of the analysis. There is a shortage of studies identifying the impact of dynamic capabilities and the entrepreneur’s characteristics on the exploitation of opportunities during the specific situation of the COVID-19 pandemic.

Mediating effect of relational capabilities in the relationship between entrepreneurial orientation and SMEs performance

Purpose: The aim of this research is to analyze empirical evidence of the effect of entrepreneurial orientations on SMEs' business performance. The previous study found that entrepreneurial orientation became an important key for an entrepreneur to enhance business performance. This study also examined the role of relational capabilities as an intervening variable to achieve business performance. Methodology: The sample in this study was the furniture SMEs in the region of central Java with a sample size of 208 SMEs. This study used purposive sampling methods. Structural Equation Modelling (SEM) was used to test results of the data analysis with the help of software AMOS/Amos Graph. Findings: The results of the study showed that entrepreneurial orientation has a significant positive effect on business performance. Entrepreneurial orientation has a significant positive effect on relational capabilities. Relational capabilities are mediated the positive relationship between entrepreneurial orientation and business performance significantly. Implications for theory and practice: The results of this study indicate the effect of entrepreneurial orientation on business performance and relational capabilities and mediating role of relational capabilities. Therefore, SMEs ought to develop relational capabilities with SMEs networks through strengthening entrepreneurial orientation to achieve SMEs' performance. Originality and value: The main contribution of the study from the combination of entrepreneurial orientation and relational capabilities of SMEs to enhance business performance.