Managing the paradox of unwanted efficiency: The symbolic legitimation of the hypermarket format in Finland, 1960–1975

Abstract

Occasionally, organisations are forced to adopt new practices that are inconsistent with the expectations of their stakeholders. An immediate adoption of the practices would risk the organisation’s legitimacy, but as previous research has noted, the perceptions of organisational stakeholders can be managed through symbolic actions. In this article, I examine how actors from four retail organisations symbolically legitimated the adoption of the hypermarket format within their individual contexts by means of internal professional magazines. The analysis suggests that the organisations buttressed their legitimacy by reversing Meyer and Rowan’s idea of loose coupling – adopting the new practice but maintaining their formal appearances.     

High performance work practices in small firms: a resource-poverty and strategic decision-making perspective

High performance work practices (HPWPs) are human resource management practices aimed at stimulating employee and organisational performance. The application of HPWPs is not widespread in small organisations. We examine whether the implementation of coherent bundles of HPWPs (aimed at employee ability, employee motivation or at the opportunity to perform) depends on the scarcity of resources, as reflected in the size of the company, and on strategic decision-making in small firms related to the owner’s expertise and attitudes. In our research, a total of 211 employees from 45 small organisations were asked to rate the presence of HPWPs in their organisation. These averaged perceptions were linked to information provided by the owner–managers on the size of their firm and their own expertise and attitudes. The findings support that smaller but coherent bundles of HPWPs can be found in small organisations and that the implementation of these bundles depends on available resources, strategic decision-making and the combination of the two. These findings highlight the need to integrate the notions of resource poverty and strategic decision-making to understand the uptake of bundles of HPWPs within small firms.     

Organisational Virtue,Moral Attentiveness,and the Perceived Role of Ethics and Social Responsibility in Business: The Case of UK HR Practitioners

Examination of the application of virtue ethics to business has only recently started to grapple with the measurement of virtue frameworks in a practical context. This paper furthers this agenda by measuring the impact of virtue at the level of the organisation and examining the extent to which organisational virtue (OV) impacts on moral attentiveness (MA) and the perceived role of ethics and social responsibility in creating organisational effectiveness (PRESOR). It is argued that people who operate in more virtuous organisational contexts will be expected to be more attentive to ethical issues and in turn perceive a greater role for ethics and social responsibility in business. Analysis of results based on a sample of 137 HR professionals shows that where people report that their organisation provides meaningful work, they are more likely to display reflective MA and the belief that ethics and social responsibility are compatible with business objectives, suggesting that organisations who are interested in promoting an ethical culture should focus on their work structures and practices. More generally, OV is shown to have a more complex relationship with PRESOR than hypothesised pointing towards a more nuanced view of OV. The paper examines the implications of the results for organisations and research.     

Internal marketing: a qualitative study of culture change in the UK banking sector

This paper discusses the findings of a qualitative study carried out in the UK retail-bank sector on the implementation of Internal Marketing (IM). While the overall aim of Internal Marketing is the creation of a unified culture around the values of customer service, employee empowerment and service quality, the evidence suggests that Internal Marketing is perceived and enacted in ways that at times contradict such managerial rhetoric. The paper sheds light on what internal marketing is (its underlying principles within the organisations studied), the ways in which the banks studied use it in order to change their organisational culture as well as the difficulties encountered in implementing IM as a culture change agent. It concludes that the implementation of Internal Marketing in the banks under the study is problematic and does not result into a unified organisation culture. Indeed, implementing Internal Marketing is a process fraught with difficulty, which at times leads to divisions, ruptures and ambiguity in the newly created organisational culture.     

Effect of newcomer socialisation on organisational commitment,job satisfaction,and turnover intention in the hotel industry

The academic literature features organisational socialisation as playing a crucial role in the early stages of newcomer employment. During this assimilation stage, newcomers adapt to a new workplace more effectively if socialisation is encouraged. It has been found that socialisation minimises the negative effects of unmet expectations on overall organisational effectiveness, including employee turnover – an issue that has become a considerable problem for many hotels. Extending this logic, this study aims to understand socialisation by specifically assessing whether turnover is determined by employees' beliefs about job satisfaction and individual commitment to an organisation and the hotel profession in general. The study of 428 respondents from 61 international tourist hotels in Taiwan implies that social interaction enables organisations to gain, from an increase in commitment to the organisation, job satisfaction and a decrease in newcomers' intent to leave the hotel profession. Two major contributions to the existing literature result (a) commitment to the organisation plays a dominant role in employee turnover intent and (b) job satisfaction is a powerful method of reinforcing individual commitment to the organisation.     

Management Accounting Systems and Organisational Structure

In this paper we present an empirical analysis to test whether organisation configurations and management accounting systems change simultaneously. Using the original application of the fuzzy logic methodology, we analyse the level of development and implementation of the management accounting system and the organisational configuration on a sample of 501 Italian firms. Even though we employ a cross-sectional approach, the results may be interpreted according to the life cycle model. Our findings show that the evolution of the organisational configurations is not always coherent with the relevance assumed by management accounting systems. In particular, we find a large group of companies with a simple organisational configuration and a well-developed management accounting system. We interpret the presence of this cluster dynamically as an intermediate stage of growth towards more complex forms of organisation.     

The Ethical Dimensions of Decision Processes of Employees

The influence of stakeholders, organisational commitment, personal values, goals of the organisation and socio-demographic characteristics of individuals on the ethical dimension of behavioural intentions of employees in various organisations are investigated. The research results show that employees working for the public sector or in educational institutions take more ethical aspects into account than employees working in the "private" sector. The influence of stakeholders and organisational commitment do not significantly affect the ethical behaviour of employees, and only some personal values and goals of the organisation have a significant influence on ethical behaviour. The most significant explanatory factor of ethical decision making seems to be what may be called "stage in the career of the employee": "ethical" employees can be described as young, with a relatively low income, limited work experience and a low level of responsibility in the company.     

Conceptual analysis and implementation of an integrated CRM system for service providers

Customer relationship management (CRM) has become a critical issue in services management. Ensuring customer satisfaction and maintaining long-term relationships with customers have become essential for survival amongst competitive service industries. However, few studies have attempted to integrate all relevant factors in a comprehensive model of CRM implementation. The current study addresses this need by proposing a conceptually integrated five-phase model that incorporates elements of CRM, the service-delivery process and customer satisfaction (represented by the extended American Customer Satisfaction Index (ASCI) model). This integrated model of CRM is assessed in an empirical study of 63 leading Taiwanese service firms distributed amongst eight service industries. The implementation levels of various phases of CRM are assessed in a range of service industries by means of a questionnaire survey and in-depth interviews. The results of this empirical study reveal the strengths and weaknesses of various industries in their implementation of CRM. These results also represent a useful benchmarking reference for service organisations that have lower implementation levels in some CRM practices.     

Does organisational support promote citizenship? The moderating role of market-focused HRM

This paper describes how employment relationships and human-resource management (HRM) functions can influence employees’ citizenship role definitions in service settings. Integrating social exchange and role theory, the paper suggests that contact employees will reciprocate felt obligations of high-quality employee–organisation relationships (i.e. perceived organisational support (POS)) by expanding their role in ways consistent with contextual behavioural expectations. The longitudinal survey of 1387 contact employees and 108 managers in a large supermarket chain shows that POS and several market-focused HRM practices influence employees’ service-oriented citizenship role definitions. In particular, high-quality employment relationships contribute to expanded service-oriented citizenship role definitions when market-focused HRM practices were implemented.     

Readiness Assessment of the construction supply chain for concurrent engineering

There is growing interest in the adoption of concurrent engineering (CE) in the construction industry. While concurrent engineering (CE) is gaining acceptance, some implementation efforts have not realised their full potential for reducing costs, reducing time, and increasing efficiency, effectiveness and performance for product development efforts. This is due in part to insufficient planning to support the implementation. One approach that has been used successfully to improve CE implementation planning is to conduct ‘readiness assessment’ of an organisation and its supply chain participants prior to the introduction of CE. This helps to investigate the extent to which they are ready to adopt concurrent engineering practices. CE readiness assessment tools and models have been developed and used in other industries such as the manufacturing and software engineering industries. This paper discusses CE and its application to the construction, reviews and compares the existing tools and methods for CE readiness assessment, discusses supply chains generally and construction supply chain specifically, and stresses the need to assess the readiness of the construction supply chain for the adoption of CE. The paper also presents a new readiness assessment model for the construction industry supply chain, and gives examples of its use to assess construction organisations.     

An environmental social marketing intervention among employees: assessing attitude and behaviour change

Abstract

The paper examines the impact of individual and organisational factors on two simultaneous environmental social marketing interventions (SmartPrint and heating/cooling) and types of behaviours (recycling, printing and heating/cooling), among employees of a British City Council. Using a quantitative methodology, in the form of a situated experiment, self-reported attitudes, perceptions of organisational support, self-reported behaviours and actual behaviours were measured before and after the interventions. The interventions generated significant changes in employees’ overall environmental behaviour, heating/cooling behaviour and in some perceptions of organisational support (support and incentives/rewards). Findings are used to detail recommendations for future campaigns aiming to improve organisations’ environmental performance and to drive enduring employee behavioural change.     

The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention

In recent years, customer relationship management (CRM) has been a topic of the utmost importance for scholars and managers. Despite the evidence provided by numerous empirical studies, many companies that have implemented CRM systems report unsatisfactory levels of improvement. This study analyzes what influence companies can expect CRM implementation to have on performance and how they can leverage its impact. The authors propose a conceptual model that investigates the link between technological and organizational implementations, as well as the implementations' interactions with management and employee support and CRM process-related performance. By measuring CRM performance in terms of the initiation, maintenance, and retention of customer relationships, the study provides a detailed picture of what CRM implementations are capable of achieving. The results of the empirical study, conducted across four industries and ten European countries, indicate that CRM implementation does not impact performance equally for different aspects of the CRM process, and that it has an impact only if adequately supported by the appropriate company stakeholders.     

Leadership for Sustainability: An Evolution of Leadership Ability

This article examines the existing confusion over the multiple leadership styles related to successful implementation of corporate social responsibility/sustainability in organisations. The researchers find that the problem is the complex nature of sustainability itself. We posit that organisations are complex adaptive systems operating within wider complex adaptive systems, making the problem of interpreting just in what way an organisation is to be sustainable, an extraordinary demand on leaders. Hence, leadership for sustainability requires leaders of extraordinary abilities. These are leaders who can read and predict through complexity, think through complex problems, engage groups in dynamic adaptive organisational change and have the emotional intelligence to adaptively engage with their own emotions associated with complex problem solving. Leaders and leadership is a key interpreter of how sustainability of the organisation ‘links’ to the wider systems in which the organisation sits, and executing that link well requires unusual leaders and leadership systems.     

Towards an Understanding of Social Responsibility Within the Church of England

This research explores the interplay of individual, organisational and institutional variables that produce the current pattern of social responsibility practices within a specific religious organisation, namely the Church of England. By combining elements primarily of neo-institutional theory with Bourdieu’s theory of practice, we construct a theoretical framework to examine the extent to which social responsibility activity is modified or informed by a distinctive faith perspective. Given that neo-institutional theory predicts a convergence of structures and practices between different organisations operating in the same institutional sector, this research draws on a single case study focusing on social responsibility activity in six different Church of England dioceses and shows that the opposite is actually the case: there is evidence of a significant degree of divergence in terms of organisational practice within the same institutional structure. Reasons for that were found to be the impact of human agency and loose institutional structures. This paper thus contributes to the understanding of social responsibility in religious organisations by exploring the dynamics between institutional pressures, organisational context and individual agents operating in the field of faith-based social responsibility. It thereby also contributes to neo-institutional theory.     

Organizational characteristics and the CRM adoption process

The purpose of this study is to identify the status of Customer Relationship Management (CRM) adoption and explore the influence of organizational characteristics on the CRM adoption process in the Korean fashion industry. Using Rogers' [Rogers EM. Diffusion of innovation. New York: Free Press; 1995] innovation decision process model as the conceptual basis, this study surveyed 94 Korean fashion companies to investigate the persuasion, decision, and implementation stages of CRM adoption. Organizational variables included firm characteristics (size, strategy, maturity of information system), product characteristics (category, fashion position, seasonality), and CEO characteristics (age, education). The most frequently used CRM technology is the development of a customer database, whereas the mostly frequently mentioned benefits of CRM are encouraging repurchase. Moreover, respondents' perceptions of CRM benefits affect CRM adoption, influencing the use of various CRM technologies. Organizational strategy, maturity of information system, and product category all significantly influence the adoption process. Empirical findings provide further support for the innovation decision process model developed by Rogers [Rogers EM. Diffusion of innovation. New York: Free Press; 1995] and the CRM adoption model can be used when fashion companies do strategic planning and evaluate the possibility of adopting CRM strategies.     

Towards the Learning Organisation? Explaining Current Trends in Training Practice in the UK

Here the authors take a critical look at the now popular concept of the ‘learning organisation’. In particular, they draw upon new research which helps to clarify some of the fine detail of current organisational practices with regard to skill formation. It is found that there are in fact some features of contemporary organisational practices which do accord with the concept but that, in the main, the abstract and aspirational character of the concept renders it a poor guide to understanding the dilemmas and activities of real organisations, and that on balance, the concept is more of a hindrance than a help.     

Putting market-facing technology to work: Organizational drivers of CRM performance

A large proportion of firms that adopt customer relationship management (CRM) technology find it challenging to integrate CRM technology into their core marketing processes and utilize CRM strategically to appreciably improve their performance. The authors conceptualize a model to understand the drivers of superior CRM performance after CRM technology has been adopted by a firm and examine strategic utilization of CRM technology as driven by user acceptance and proficiency in the form of employee buy-in and expertise. Top management championship practices, employee information technology (IT) skills, and CRM knowledge are identified and examined as key building blocks toward strategic utilization. The empirical test of the conceptual model is based on a mail survey of North American firms that have adopted information technology-based CRM systems. The results, based on random effects model, show that strategic utilization of CRM technology leads to higher performance when there is an emphasis on using it to manage business-to-business rather than business-to-consumer relationships, user expertise (but not buy-in) impacts CRM performance through strategic utilization, and top management championship practices, CRM knowledge, and employee IT skills impact strategic utilization through buy-in and expertise.     

Knowledge of Inter-customer Relations as a Source of Value Creation and Commitment in Financial Service Firm's Intermediation

This paper develops a knowledge perspective on value creation in organisations that employ mediating technology to facilitate inter-customer relations. Mediators, individually and collectively, build networks of customers between whom linking can take place, and they provide services that facilitate inter-customer exchanges. Earlier research has shown the importance of size and standardisation in mediation. A different stream of research has shown that contextual knowledge is important for problem solving and innovation in organisations. Combining theories of mediating technology and situated problem solving, the paper posits that inter-customer relations constitute the fundamental context for value creation of firms using the mediating technology. LISREL is used to test relationship-level, cross-sectional hypotheses that link knowledge of inter-customer relationships, added value, and customer commitment to bank services for small firms. This work extends Thompson's work on mediating technology with implications for organisation action by demonstrating that mediators' knowledge of inter-customer relationships is an important resource in intermediation. Three contributions are made to strategic management and organisation theory. First, the paper provides a deeper understanding of the relationship between knowledge and committed customers. Second, fundamental resources are developed for firms using mediating technology. Finally, the use of the situated knowledge concept is extended to inter-customer relations, thus explaining performance beyond the contexts to which the concept has previously been applied. The findings have implications for segmentation practices, organisation domain decisions and the corresponding organisational structures, and practices that can provide effective service to inter-customer relations rather than to atomistic independent customers.     

Virtue ethics and customer relationship management: towards a more holistic approach for the development of ‘best practice’

This paper focuses much‐needed attention on the ethical nature of customer relationship management (CRM) strategies in organisations. The research uses an in‐depth case study to reflect on the design, implementation and use of ‘best practice’ associated with CRM. We argue that conventional CRM philosophy is based on a fairly narrow construct that fails to consider ethical issues appropriately. We highlight why ethical considerations are important when organisations use CRM and how a more holistic approach incorporating some of Alasdair MacIntyre's ideas on virtue ethics could be relevant.     

Examining the consequences of customer-oriented deviance in retail

Retail employees sometimes breach company rules and policies in order to assist their customers. Referred to as customer-oriented deviance (COD), the phenomenon is defined as intentional behaviours that depart from the norms of a referent group in honorable ways. While researchers have begun to examine the important organisational contributions that positive deviance delivers, there have been calls to develop a better understanding of the direct and indirect consequences of such behaviours. Accordingly, conceptual model was tested on a sample of 390 frontline service employees, elucidating the complex relationships between COD behaviours, self-perceptions of service quality and organisational commitment intentions. The current research also examines the moderating effect of gender on these complex relationships. The model offers a strong psychological explanation of how an employee's COD behaviours impact on their self-perception of their service reliability, responsiveness, assurance and empathy, which leads to greater overall commitment to the organisation. This research also finds an employee's gender moderates several of these relationships. The work offers practitioners insight into the important role of employee empowerment in service organisations. The research calls for further empirical examinations of COD behaviours, including antecedents and the mediating roles of perceived risk and tenure.