Technology transfer organizations: Services and business models

Knowledge and technology transfer organizations (KTTOs) are crucial nodes connecting suppliers and users of knowledge that support the endogenous potential of innovation in firms. Prior studies on the services provided to firms by KTTOs tend to have weak theoretical foundations, to rely on case study approaches, and to focus attention on one service or a few services provided by a single organization. This study extends and integrates elements from a conceptual knowledge value chain and business model frameworks. The value chain perspective allows integrating the services offered by KTTOs in the value chain of firms. As for the business model perspective, it allows developing hypotheses about how KTTOs create and deliver value for client firms. To test these hypotheses, we collected and analyzed a data set of 281 publicly supported KTTOs located in Canada. The empirical results show that different types of KTTOs tend to specialize in the provision of services at different stages of the value chain of firms, and to benefit from complementarity effects between service offerings. Our analysis also shows that different types of KTTOs devise different types of business models that are centered on services linked to different stages of the value chain. Overall, these results suggest that managers of KTTOs could improve their business models and increase value to client firms by increasing the degree of customization of solutions offered to clients which, in turn, would also increase revenues from clients, and hence reduce KTTOs′ vulnerability to reductions in government funding.     

Bridging social and technical interfaces in organizations: An interpretive analysis of time-space distanciation

Contemporary organizations increasingly rely upon information technologies as platforms for their core work processes. The Internet age has witnessed the creation of new business models based almost entirely on electronically-mediated business processes involving multiple organizations. Information systems link suppliers, manufacturers, logistics companies, and other partners, allowing organizations to add value using smaller investments in physical assets. The creation of these linkages establishes both technical and social interfaces between organizations and their business partners. We apply Giddens’ concept of time-space distanciation to analyze the interfaces in iTalk, an organization in Silicon Valley hosting Internet voicemail services. iTalk achieved initial success in bridging external social and technical interfaces with the major regional telephone companies in US, allowing their voicemail service to attract millions of subscribers. In effect, iTalk used information technologies to dis-embed social and technical elements from global systems (the telephone companies) and re-embed them as part of iTalk’s local organizational presence. However, iTalk was unable to provide a sufficiently reliable service to customers as volume increased. Ironically, bridging external interfaces created internal interfaces within iTalk, which in turn produced technical problems and social conflicts that were not satisfactorily resolved by the time iTalk was acquired by a larger media company in 2001. The study provides theoretical understanding of the challenges associated with creating and sustaining social and technical interfaces in organizations that rely heavily upon electronically-mediated business processes that cross organizational boundaries.     

For the greater good: business networks and business social responsibility to communities

Business networks (co-operative arrangements between independent business organizations) may be the signature organizational form of the contemporary global economy. Many policy-makers and local leaders advocate business network membership as an alternative development strategy for regional economic vitality. The extant literature on business networks has focused on their association with business success. However, little is known about their impact on other aspects of community life. The purpose of this paper is to elaborate the role of network membership on one non-economic dimension of the business community interface. We examined the relationship between business network membership and business social responsibility to communities, defined as the provision of leadership and support for community betterment projects. Data were gathered from telephone interviews with a random sample of 460 non-metro small business operators in the USA. Independent t-tests and ordinary least squares regression analyses controlling for theoretically important variables were conducted. Findings show that networked businesses provide more leadership and support for their communities than non-networked businesses. However, networked businesses were no more likely than non-networked businesses to use local suppliers of goods and services.     

Analysing the importance of sustainability‐oriented service quality in competition environment

The logistics sector is one of the most important domains in the service sector in understanding the increasing scale of business activities along with globalization. Due to the nature of the service sector, where competition is increasingly concentrated, the main objective of firms is the creation of their strategy on competitive advantage in regard with knowing the level of quality of the services offered and the firm's image from the customers' point of view. Trying to adapt to the changing conditions of the market drives firms to integrate their competing areas into their sustainability dimensions (economic, social, and environmental) with the aim of increasing their perceived quality through differentiating their business to achieve a sustainable competitive advantage. The aim of this study is to examine the quality level perceived by logistics service providers in terms of triple bottom line approach and to determine the relationship between them for sustainable competition. In line with exploratory methods, factor analysis was used with the aim of finding out a new scale to the literature about the examination of the relationship between quality perception and corporate sustainability in the frame of competition. In this context, data of 120 logistics service providers were collected and analysed. According to the results, the content of the subject consists of nine factors and 29 interrelated subdimensions. As a result of the research, firms have emphasized on the importance of reaching the competition by expanding their quality perceptions within the scope of corporate sustainability in parallel with the increasing customer demands and expectations.     

Refashioning Organizational Boundaries: Outsourcing Customer Service Work*

abstract In recent years there has been a discernible trend towards the outsourcing and subcontracting of work. However, there has been very little empirical research on employees' attitudes to work in outsourced firms. This study is conducted in the area of call centre services where there has been a substantial growth in the provision of external market suppliers. It examines employees' perceptions of their work and employment arrangements in both an in‐house producer and an external service provider and identifies and compares the factors that shape their organizational commitment and intentions to quit. The research found that the character of the internal labour market and the nature of the work regime were more important explanations of organizational commitment and intentions to quit in the external market supplier than in the in‐house producer. The paper discusses the implications of these findings for the quality of customer service provided under subcontracting arrangements.     

Collectively created opportunities in emerging ecosystems: The case of solar service ventures

This study suggests that in the entrepreneurial communities of emerging industries, individual entrepreneurs may simultaneously create opportunities that spill over to others and discover opportunities already created by others. Extant opportunity literature, focused on single actors and their personal networks or on the information function of market prices, is largely mute on the role of opportunities in value networks with distributed entrepreneurial efforts. Ecosystem theory, a literature stream that seldom intersects opportunity literature, contributes with a conceptual framework to study the question. The paper seeks to shed light on how opportunities are created or discovered by new ventures as they are involved in the interlinked endeavor of forming a new ecosystem.The study examines five case studies of US ventures in the early phase of the solar service industry, an industry in which entrepreneurs offer customers access to solar panels as a service rather than as a product. These ventures inadvertently created an industry ecosystem together, as they could not protect the value created by their business partners׳ new knowledge, or by the emerging social webs between partners. They shaped opportunities together, passing value back and forth amongst themselves. This paper offers fundamental observations on how opportunity creation and discovery is distributed among a community of entrepreneurs as a business ecosystem grows.     

The influence of co-location in higher education institutions on small firms’ perspectives of knowledge transfer

Since 1980, the UK has experienced a dramatic growth in firms and employment in information–intensive business services, such as management consultancy and market research. Recent expansion of new and small firms operating in these sectors is the focus of a major ESRC–sponsored research project currently under way at Cambridge University Small Business Research Centre.

Small business service firms are able to compete successfully with large firms due to the imperfect nature of the market which characterizes business services demand and supply, together with specialization of expertise. The success of small business service firms depends on informal person–to–person networks, word–of–mouth recommendation and repeal business based on successful earlier assignments or personal contacts acquired, for example, while working in a large consultancy or market research company. This paper examines the types of networks utilized by small business service firms and argues that two distinct types exist: demand– and supply–related networks; the former involves links with clients, the latter links and co–operation between complementary small business service firms.     

A quality-oriented framework with QoS management using Bluetooth as a case

In a modern society that is inundated with cell phones, laptops, PDAs and other IT facilities, it is little wonder that digital handheld tools and facilities have followed suit in the wireless trend. Services in Bluetooth promise to allow industries and businesses to adapt rapidly to changes in the business environment and to the needs of IT users. Nevertheless, the dramatic changes of services in Bluetooth also result in undesirable interactions that negatively influence quality of service and customer satisfaction regarding Bluetooth. Consequently, it is important to discuss the service quality, service feature interaction and service recovery about Bluetooth and their influence on user satisfaction and trust. Due to particular properties of wireless communication services, there exist software testing models and methodologies in the domain of wireless communication services. Based on the previous literature that defines the overall quality of wireless communication services, this study proposes a quality-oriented framework that may be effectively applied to the area of wireless communication.     

The effects of inter-industry and country difference in supplier relationships on pioneering innovations

Innovations are critical driving forces for firms to engage in corporate growth and new business development. Innovating firms are increasingly generating new knowledge in collaboration with partners. In this paper, we analyze how the knowledge differences between the innovating firms and their suppliers in Canada are likely to result in pioneering innovations. The knowledge difference is decomposed into two dimensions: the inter-industrial dimension and the geographic dimension in national context. Using the Canadian Innovation database, we found the inter-industry difference has a positive effect and the country difference has a negative effect on the likelihood of generating pioneering innovation. The findings of this paper suggest that for generating pioneering innovation, it is important not only to search for suppliers from different industries to get access to various complementary external knowledge sources but also to find suppliers from the same or nearby countries for the sake of communication and coordination.     

Sustainable supply chain management and partner engagement to manage climate change information

Climate change poses significant new risks and challenges for businesses and their supply chains. Additionally, in many sectors, Scope 3 indirect greenhouse gas emissions resulting from the sourcing and distribution of goods and services are larger than firms' own carbon footprints. Here we study how firms engage their key stakeholders in their supply chains in obtaining, processing, and transferring relevant climate change‐related information designed to overcome information asymmetry and drive sustainable development. Grounded in organisational information‐processing theory (OIPT), we draw on data from the Carbon Disclosure Project's Climate Change Supply Chain initiative for a qualitative content analysis of a large sample of global firms. Consistent with OIPT, we find that although firms primarily engage their supply chain partners in a variety of ways to reduce information uncertainty around indirect emissions data, effectively interpreting and managing broader sustainability information equivocality becomes a growing priority. Our findings further suggest that firms engage suppliers, customers, and other supply chain partners through basic, transactional, and collaborative types of engagement. We contribute to literatures on interorganisational information processing and sustainable supply chain management by providing a more detailed understanding of how firms engage supply chain partners in the context of climate change.     

Exploring the benefits of contact centre offshoring: a study of trends and practices for the Australian business sector

A globalised knowledge economy has seen organisations restructure their delivery of customer services to take advantage of an open and competitive labour market. Gains achieved in developed economies such as the USA and UK from offshoring of business processes to developing countries are pressuring Australian businesses to offshore. This paper explores the practices of Australian businesses with offshore contact centres and considers emerging trends in offshoring in terms of potential risks and benefits for Australian organisations with broad customer contact. Findings suggest that Australian organisations are not only cautiously adopting offshore contact centre solutions to a range of onshore challenges including recruitment and retention of local staff and comparatively high local costs, but also achieving gains beyond cost savings in quality of service and enhanced business flexibility.     

Social business collaboration at the bottom of the pyramid: The case of orchestration

Social business orchestrators (SBOs) help social businesses of various sizes to tackle major societal issues by filling gaps in knowledge and resources. However, research has overlooked these types of collaboration. Situated within a bottom of the pyramid context in Bangladesh, the current study sheds light on the process of value creation for SBO–social businesses partnerships by comparing different collaboration partners. Multiple case study research through the lens of the relational view were used to ask how SBOs facilitate value creation in social businesses by flexibly adapting resource inputs and governance mechanisms to the specific endowment and size of partners; this approach was informed by interviews and field note analyses. The combined deductive–inductive analysis enhances knowledge of idiosyncrasies of SBO–social business collaborations. Our study draws attention to the role of large orchestrators, whose model could be scaled and transferred to other world regions, including industrialised countries.     

“云计算”发展现状调查

近年来,"云计算"技术、系统和商业模式不断涌现,使"云计算"成为时下工业界和学术研究领域最热门的话题之一。"云计算"其实是一种服务或者业务模式,具有广阔的市场潜力和战略价值。文章介绍了"云计算"的概念、起源、发展、分类及市场状况。     

Risk allocation in service triads – The case of Dutch and Finnish home care procurement

We compare how Finland and the Netherlands organize home care services, both in legislation and in procurement practices, from a service triad risk perspective. We find Finnish public bodies rely to a great extent on inhouse provision and hybrid outsourcing. Dutch public bodies rely completely on outsourcing, using framework agreements with many care providers in parallel. Incentives used in contracts affect financial and service quality risks assumed by buyers, suppliers, and end-customers in the triad. This research improves our understanding of risk allocation among the actors in the service triad based on buyer decisions on outsourcing and supply market conditions. The risk profiles for all three actors in the home care service triad are affected by the manner in which public bodies outsource home care services: the purchasing practices. The delivery method (whether public and private or all private) and the number of providers impact the information position of the municipality versus the care provider in the triad.     

基于从价值链到价值星系的战略成本管理研究

随着新经济的出现，价值创造的基本理念已发生了深刻变化，以价值链为思维模式的企业战略管理开始改变。为企业和顾客创造更大的价值，必须依靠包括供应商、核心企业、合作伙伴、经销商、顾客甚至竞争对手来共同进行，即形成价值星系。价值星系是一种新的战略思维，标志着企业组织形态和价值创造机制的发展进入到一个新的阶段。本文在封价值星系内涵论述的基础上，通过封价值链与价值星系的比较分析，指出价值星系的优势所在，分析了价值星系对企业战略成本管理的重要作用。     

Knowledge management practice in Scottish law firms

Law firms, as part of the professional services sector, are increasingly engaged in strategic thinking about business growth and development. The management of partners, staff and their knowledge is critical to this strategic development. This study of a sample of Scottish law firms engaged in commercial and corporate law finds that organisations are at different stages of progress, and that change has focused more on technical solutions than on organisational and HR issues. Based on evidence from partners and management, and on attitude data from salaried staff, the article suggests that, although the traditional professional firm's interest in building and leveraging its human capital is still present, the underlying social and cultural processes involving motivation, sharing of experiences, coaching and mentoring are relatively underdeveloped. The implications for HR strategy and practice, and for the role of the HR manager, are considered.     

Competitive strategy and skills: working out the fit in the fitness industry

It is widely accepted that creating quality products and services requires a well‐trained and skilled workforce. This article seeks to contribute to unpicking the relationship between business strategy and skills in the service sector by presenting research findings from the UK fitness industry. This sector has grown quickly and includes companies that compete on the basis of high‐quality services, alongside those competing largely on cost. If the route to a high‐skills economy is to shift more firms towards the higher‐quality end of the market, we would expect to find employers in these companies making use of a workforce with higher levels of skill. The research from the fitness industry questions this simple relationship, finding that there is no clear link between competitive strategy and skills. As market position is not necessarily the impetus for improving the skills of the workforce, the article then briefly explores what other factors may also be required.     

短视频平台型企业商业化转型的商业模式创新——以快手为例

近年来短视频市场规模增速趋缓,短视频平台型企业的战略重点开始从用户增长转为盈利增长。因此,平台企业亟需进行商业模式创新,助力短视频平台企业商业化加速。本文基于价值共创理论,关注用户及合作伙伴的价值创造能力,将商业模式创新链解构为价值主张、价值共创、价值传递、价值获取四大模块,进而分解为9个指标。并以快手为研究案例,通过实证资料编码分析其创新举措。研究揭示了短视频平台型企业商业模式创新的内外驱动因素,绘制出创新路径图,指出要素关系网络和革新方向,为短视频平台型企业的商业化转型提供以下的参考:企业应坚持核心价值主张,构建用户、合作伙伴、企业三者协同的价值共创体系,以加强用户互动和连接为推手,实现多样化的盈利获取。     

Strategy and process of value creation and appropriation in service clusters

Service-oriented networks and clusters of firms have increasingly become prevalent in recent decades. This new form of service clusters is different from the traditional industrial clusters in which the focus is primarily on costs, production, and channel distributions. We extend the research on service innovation, alliance networks, and industrial clusters to analyze the strategy and the process of value creation and appropriation in service clusters. Higher perceived customer value is created and delivered by a network of agglomerate firms dynamically engaged in value networking and service innovation. The proposed theoretical framework and innovation mechanism provide new insights for firms located in the service clusters to gain and sustain competitive advantages. It also offers a new perspective for policymakers to advance regional and global competitiveness.     

HR in the small business enterprise: Assessing the impact of PEO utilization

Within small businesses, organizational leaders are themselves often responsible for the HR function, an area where they typically have limited training and experience. Not surprisingly, small business leaders have raised concerns about the quality of HR programs in their firms and the fact that HR consumes scarce managerial time. While professional employer organizations (PEOs) emerged in response to such concerns, much controversy exists as to whether and how small businesses benefit from PEO utilization. Using a survey of more than 740 small businesses, we examine the relationship between PEO utilization and two key small business outcomes: managerial time required by HR activities and satisfaction with HR outcomes. Our results indicate that firms not using a PEO reported significantly lower levels of satisfaction with HR outcomes than firms that used a PEO for a limited set of transactional services and firms that used a PEO for both transactional and strategic HR services. Among firms using a PEO, satisfaction with HR outcomes was significantly higher among firms that obtained a broader set of transactional and strategic HR services. Firms that used a PEO also reported that HR consumed significantly less managerial time relative to leaders in firms that made no use of a PEO. However, there was no significant difference in the time demanded by HR between firms that used a limited set of transactional services and those that used a broader range of transactional and strategic services. Implications for the role of PEOs and their use within small businesses are discussed. © 2005 Wiley Periodicals, Inc.