Accelerated internationalization by emerging markets’ multinationals: The case of the white goods sector

The emergence of a “second wave” of developing country multinational enterprises (MNEs) in a variety of industries is one of the characterizing features of globalization. This paper documents how emerging markets’ MNEs (EM-MNEs) may follow quite different patterns to reach, or at least approach, global competitiveness. In particular, it investigates how three EM-MNEs pursued global growth through accelerated internationalization combined with strategic and organizational innovation. Haier (China), Mabe (Mexico) and Arçelik (Turkey) emerged as multinationals in the large home appliances (so-called “white goods”) industry. The recipe for the success of these firms seems to lie in their ability to treat global competition as an opportunity to build capabilities, move into more profitable industry segments, and adopt strategies that turn latecomer status into a source of competitive advantage. At the same time, their experiences show that there are many strategies and trajectories for going global, consistent with a pluralistic conceptualization of globalization.     

Tractable Morality

This article discusses five propositions about managerial moral tractability -- that is, a morality that is amenable to the complexity of managers’ continual pressure to decide and act -- in their customer relations. The propositions come from the comparison of three case studies of different types of managers. To analyze the morality of managers, discursive practices of managers are studied. At the end of the article also some consideration is given to “information strategies” of managers, in relation to their tractable morality.Gjalt de Graaf received his Ph.D. at the Rotterdam School of Management of the Erasmus University Rotterdam. He worked for two years as an assistant professor ‘‘strategic management” at the Faculty of Economics and Business Studies of the Vrije Universiteit Amsterdam. Currently he works as a post-doc “Integrity of Governance” at the Faculty of Social Sciences of the Vrije Universiteit Amsterdam.     

Customer satisfaction study via a latent segment model

The aim of this study is to apply a new conceptual model, and a new technique as an approach to the modelling of customers’ satisfaction, and to develop an overall satisfaction index (OSI). This study evaluates customers’ satisfaction of a certain public organization service, and argues that in order to estimate the global customers’ satisfaction measure we must appeal to methodologies recognizing that satisfaction must be understood as a latent variable, quantified through multiple indicators. Thus, it is natural that we consider the latent segment models (LSM) approach to proceed to the evaluation of customer's service satisfaction. As a result of these models estimation, we selected a three latent segment model, that is to say, the latent variable customer satisfaction has three classes: segment 1, with 50.4 percent of the customers, that represents “The Very Satisfied”, for those to whom everything is very well in the organization service; a segment 2, with 33.4 percent of the customers, representative of the “The Well Satisfied”, not totally satisfied with the quality of the organization, and a segment 3, with 16.2 percent of the customers, “Satisfaction Demanders”, thinking that organizational quality can be improved. Finally, we developed an overall satisfaction index which is important to show how the company as a whole is performing.     

Differences between workstations and keypad group support systems: Implications for keypad GSS facilitators

Organizations are successfully using group support systems (GSS) to improve efficiency, effectiveness, and satisfaction in organizational meetings. Meeting success relies on making an appropriate match between group, taks, and technology. This responsibility often falls to the meeting facilitator. This article draws upon GSS and facilitation literature to develop a framework for the discussion of effective facilitation in workstation and keypad meeting environments. The article identifies differences between the systems and how they impact upon the behavior of the meeting facilitators and their choice of technology. Compensatory actions are proposed for keypad facilitators to address the lack of key workstation features. Keypad strengths are also identified to show the opportunities available to facilitators to maximize the benefits of using these GSS. Further, it is proposed that different types of GSS are not mutually exclusive and should be seen as complementary components of a suite of GSS tools designed to support organizational goals.     

Reviving brand loyalty: A reconceptualization within the framework of consumer-brand relationships

This paper uses the perspective of interpersonal relationship theory to critically examine, reposition, and extend the notion of brand loyalty. Depth interviews among eight coffee-consuming adults who qualified as brand loyal by traditional criteria provide the data. The result is a deeper appreciation of the character of loyal consumer-brand relations and a sharper awareness of the limitations to understanding that current theoretical frameworks impose. Specifically, the authors suggest that: (1) not all loyal brand relationships are alike, in strength or in character; (2) many brand relationships not identified as ‘loyal’ according to dominant theoretical conceptions are especially meaningful from the cunsumer's point of view; and (3) current approaches to classification accept some brand relationships that, upon close scrutiny, do not possess assumed characteristics of ‘loyalty’ or ‘strength’ at all. Ideas stemming from a reframing of loyalty as one component in a multifaceted construct of relationship strength are put forth, encouraging a move from the metaphor of ‘loyalty’ to the broader notion of ‘relationships’ that encompasses it.     

A conceptual framework of anonymity in Group Support Systems

As the development and use of automated systems for collaborative work grows, the need for a better understanding of these systems becomes more important. Our focus is on one type of system, a Group Support System (GSS) and, in particular, on one important aspect of a GSS—anonymity. A conceptual framework for the study of anonymity in a GSS is presented, which describes the general classes of variables and their relationships. These variables include the factors that influence anonymity in a GSS, types of anonymity, and the effects of anonymity on a message sender, receiver, group process, and outcome. Each of these variables is discussed with working propositions presented for important group process and outcome measures. The objectives of this article are to highlight the importance and complexity of anonymity, to act as a guide for empirical investigations of anonymity, and to influence future GSS development and use.     

Providing for Organizational Memory in Computer-Supported Meetings

Meeting memory features are poorly integrated into current group support systems (GSS). In this article, I discuss how to introduce meeting memory functionality into a GSS. The article first introduces the benefits of effective meetings and organizational memory to an organization. Then, the following challenges to design are discussed: How to store semantically rich output, how to build up the meeting memory with a minimum of additional effort, how to integrate meeting memory into organizational memory, and how to protect the privacy of the meeting participants. Finally, using the group-object object-oriented model of a GSS, the article shows how meeting memory functionality can be implemented in a GSS.     

Teaching Business Ethics: Targeted Outputs

Business ethics is once again a hot topic as examples of improper business practices that violate commonly accepted ethical norms are brought to our attention. With the increasing number of scandals business schools find themselves on the defensive in explaining what they are doing to help respond to the call to teach ‘‘more’’ business ethics. This paper focuses on two issues germane to business ethics teaching efforts: the ‘‘targeted output’’ goals of teaching business ethics and when in the curriculum business ethics should be taught.     

An Economic Approach to Business Ethics: Moral Agency of the Firm and the Enabling and Constraining Effects of Economic Institutions and Interactions in a Market Economy

The paper maps out an alternative to a behavioural (economic) approach to business ethics. Special attention is paid to the fundamental philosophical principle that any moral ‘ought’ implies a practical ‘can’, which the paper interprets with regard to the economic viability of moral agency of the firm under the conditions of the market economy, in particular competition. The paper details an economic understanding of business ethics with regard to classical and neo-classical views, on the one hand, and institutional, libertarian thought, on the other hand. Implications are derived regarding unintentional and passive intentional moral agency of the firm. The paper moves on to suggest that moral agency can be economically viable in competitive ‘market’ interactions, which is conventionally disputed by classical/neo-classical and institutional, libertarian economics. The paper here conceptualises active moral agency of the firm as the utilisation of ethical capital in firm--stakeholder interactions. This yields a reinterpretation of instrumental stakeholder theory.     

Ethical Entrepreneurship and Fair Trade

Due to several recent scandals, Business Ethics is now firmly embraced. Whereas in the 1980s and early 1990s there were serious doubts expressed about combining ethics and business, the link now seems to have become self-evident. Fundamental questions about the tensions between business and ethics however continue to receive little attention. In this paper, based upon a debate concerning the Fair Trade company, the strains between business and ethics are analyzed. The article shows how several great thinkers have already considered this tension. Three ways to conceptualize the tension between business and ethics have been distinguished, and these are outlined in the paper. In one approach, ethical entrepreneurship, value tensions are perceived as a source for entrepreneurship. However, this approach presupposes pluralistic ethics. Thinking only in terms of black and white is seen as blocking the ability to adequately handle the tension between business and ethics. Opting for ‘‘ethical entrepreneurship’’, as by Fair Trade, has fundamental and important consequences for the company’s communication policy.     

Globalization and the ‘confidence game’

We show that governments in developing countries have an incentive to play the “confidence game” — wherein the need to win the confidence of the international capital market ‘can actually prevent a country from following otherwise sensible policies and force it to follow policies that it would normally consider perverse’. This incentive arises because of a combination of a ‘conformity bias’ and ‘good news bias’ in governmental decision making in an open economy, which results in inefficient outcomes which increases rather than decreases the threat of devaluation. While institutions that encourage greater transparency and the public revelation of information, may often mitigate this inefficiency, on some occasions increased transparency may even exacerbate the inefficiency.     

Exploring Continued and Discontinued Use of IT: A Case Study of OptionFinder, a Group Support System

This study explores how perceptions, experience, attitudes, communication behavior and environment affect continued and discontinued use of a group support system (GSS) as an organizational innovation. The case study method was used to investigate the largely unexplored process of GSS adoption and diffusion in terms of human factors, internal organizational context, external organizational environment and GSS management activities. Analysis of data collected in 25 in-depth interviews with informants who had voluntarily adopted GSS for use in one or more meetings they initiated, suggests GSS diffusion is a complex process. The author concluded the most significant determinants of initial adoption was support of a champion, while the presence of an intra-departmental champion and a well-rounded GSS infrastructure strongly influenced continued use. Lack of task-technology fit and perception of GSS as a large group tool strongly influenced discontinued use. The surprising finding that intentions to use GSS were the same for continued and discontinued users, led to the conclusion that some discontinued users are in reality stalled users who should not be classified as rejecters of the technology.These research findings have important implications for devising strategies for the effective introduction and assimilation of GSS and other information system technologies, and point to the need for continued support throughout the different stages of the diffusion process.     

Varying monetary policy regimes: A vector autoregressive investigation

Recently, two stylized facts about the behavior of the U.S. economy have emerged: first, macroeconomic aggregates appear to be less volatile post-1984 than in the preceding 2 decades; second, monetary policy appears more responsive to inflationary pressures – and thereby more “stabilizing” – during the Volcker/Greenspan chairmanships relative to earlier regimes. Does a causal relationship exist between these two observations? In particular, has “better” policy by the Federal Reserve Board contributed significantly to the lessened volatility of the U.S. economy? This paper uses a structural vector autoregressive (VAR) specification to address these questions, examining the advantages and limitations of such an approach. In contrast with much of the existing research on these topics, I find that most of the quantitatively significant changes in volatility are attributed to breaks in the non-policy portion of the structural VAR, and not to the identified policy equation.     

International projects'' changing patterns: Sales engineers'' changing roles

Dealing with international projects, a reflexion on recent changes of international environment as well as client expectations suggests to emphasize the importance of two additional types of business relationships which tend to complete the “traditional” big international bi-/multi-laterally supported projects scheme: — (a) big international “self-supporting” projects requiring partnership with client or, even, direct provider's involvement (if not investment), — (b) big multi-national clients developing a huge range of projects of all size worldwide, with a more or less developed need of integration of sourcing.The key issue for the providers lies, in fact, in the organisation of relationships with existing and potential clients in those two developing types of complex international operations. Hence, it suggests to re-define the company contacts systems with the client and, above all, the role and profile of the sales engineers, traditionally in charge of these responsabilities.The purpose of this article is to evaluate the environmental changes as well as their impact on international project features and to make a first attempt to evaluate the consequences of these changes on coordinators'/managers' profiles.     

Diminishing varieties of active and creative retail experience: The end of the music shop?

In qualitatively defining the spatial attractions of music shops for a group of highly involved and long-term consumers, the elaborated consumption event implies a socially and culturally relevant creative retail process. This takes the form of an immersive interpretation and investigation of aspects of music store space design and merchandise relevant to the exploration and construction of meaningful, personal mythologies in a self-developmental, transactional event whilst being out ‘in-the-world’. Supporting this event were deep levels of product involvement, with inter- and intra-personal communication in a supporting space relating to a set of community values, particularly encoded in 12” vinyl artefacts.     

Reconciling positive and interpretative international management research: a native category approach

The use of ‘native categories’ in management research avoids the input of researchers' a priori understandings into the research process. The rich, unobservable and subjective perceptions of managers may be explored through interpretative research approaches, but these do not meet the positive aspiration of generating findings of generalisable application. A gulf exists between these two research approaches. An approach is described and evaluated which, in attempting to address the ‘native category’ problem in a comparative management research study, reconciles many of the objectives of interpretative and positive research. It explicitly recognises imperfection in all research approaches, and strikes a range of appropriate compromises. It is a way of accessing managers' ‘native category’ data results that is amenable to interpretative and positive, qualitative and quantitative analysis. The approach presented shows that the gulf between interpretative and positive approaches may be bridged, and other ‘bridges’ may be developed for other research enquiries.     

Profiling consumers of own brands and national brands using human personality

Traditional methods of market segmentation based on demographic variables have shown mixed results in differentiating between those who are more likely to buy own brand products and those who prefer national brands. Taking advantage of the emerging convergence in human personality research on the Big Five dimensions, we focus on the potential of human personality as a method of identifying different customer segments. Two types of own brands are considered, those labelled with the retailer's corporate name and those labelled with a name independent of the retailer. Two product categories are included, cola as an example of a low-involvement product and cosmetics as an example of a high-involvement product. The personality profiles of buyers of these and the leading national brands in each category are compared. Stepwise regression is used to identify those aspects of shopper personality that predict purchase rates of all products. Individuals who are more ‘open to experience’ report higher purchases of corporately named products, while individuals who are more ‘extrovert’ report higher purchases of national brands. Those reporting higher rates of purchase for own brands with independent names tend to be more ‘agreeable’ and ‘extrovert’. The positioning of the three types of brands against the 5 dimensions of human personality is illustrated using correspondence analysis. The clear potential to use human personality to segment and profile markets for own brands and national brands is discussed.     

Using and Influence Level of Information to Explain the Non-consensus Process Loss

Much of the Group Support System (GSS) literature comparing GSS groups with manual groups has produced contrarian results. One of the more confusing is that GSS groups have a higher level of non-consensus than manual groups. Lack of consensus in GSS groups is considered to be a negative aspect of GSS. This paper argues that low levels of consensus are not necessarily harmful and should be expected given the assumptions about GSSs. This study uses an alternate measure to compare face-to-face groups with GSS groups; an influence level of information. Experimental results using an influence level of information show no difference between face-to-face group members and GSS group members. We discuss these implications, as well as additional directions for further consensus research.