Business process innovation in the supply chain – a case study of implementing vendor managed inventory

A growing number of international companies operate in a standard business systems environment. This suggests that standard business system solutions, e.g. from SAP R/3, might be adopted rather than introducing new problem specific systems solutions for new business requirements. This could be a cost efficient alternative in a situation when supply chain sophistication and integration demands from customers are increasing. In the Nordic countries vendor managed inventory (VMI) is an example of a new way of doing business that can give pioneers a competitive edge. The vendor in this case is the first supplier to go into a full-scale VMI relationship with the wholesaler – and has, through this, substantially reduced delivery costs to the retail trade. The case VMI implementation demonstrates that it is possible to arrive at a simple but efficient solution in a standard systems environment. The case shows how VMI can be implemented in a SAP R/3 environment based on the EDIFACT inventory report.     

A case study on the internationalization process of a ‘born-global’ fashion retailer

This case study on Zara elucidates the expansion strategies used by both born-global and gradual global fast-fashion retailers based on theories of internationalization. Aspects related to knowledge sharing, resource-based theory, and psychic distance are overlaid with Zara's internationalization strategies to advance understanding of the role fashion plays in dynamic internationalization. Zara employs a high-risk, high-reward model of internationalization to defend its unique merchandise and retail position by remaining completely vertical. Zara's born-global expansion strategy engendered a psychic distance paradox in that it was very successful in distant markets early on. It is proposed that fashion retailers may take note of Zara's success through the proposed ‘dynamic strategic planning process’ for expansion in international markets. Researchers can test the proposed framework empirically to investigate the theoretical constructs for both gradual- and born-global firms.     

Supply chain capabilities for facilitating the internationalisation of retailers – a multiple case study of three Swedish retail companies

ABSTRACT

Market-oriented aspects of retail internationalisation have received a lot of research attention since the 1990s. However, beyond these aspects lies also supply-chain oriented capabilities that are necessary for retailers to successfully internationalise into foreign sales markets. By using a perspective based on resource-based theories, this paper explores supply-chain oriented capabilities that facilitate retail internationalisation. The research is based on a multiple case study of three Swedish retailers. Through the perspective of research based theories, specifically capabilities, the empirical data is studied in a single-case as well as a cross-case analysis. Findings reveal three supply chain-oriented capability categories (leadership capability, integration capability and learning capability) of importance for retail internationalisation. Resources necessary for the capabilities are to be found internally at the retailer, but also externally at other firms. This research adds to the market-oriented knowledge on retail internationalisation by adding a supply-chain oriented perspective. Further, it provides an understanding of the early phases of retail internationalisation.     

Approach to service design based on customer behavior data: a case study on eco-driving service design using bus drivers’ behavior data

Various types and massive amounts of customer behavior data are collected in various industries, such as transportation, healthcare, hospitality, and logistics. The use of customer behavior data can improve the design activities of service firms. Despite the applicability of customer behavior data to service design, only a few studies have examined an approach to utilize customer behavior data in service design. This study proposes an approach for designing services with customer behavior data. The approach is based on a case study on eco-driving service design with the behavior data of bus drivers. This study extends the research on service design by demonstrating how customer behavior data are utilized for service design and assisting service designers in designing services with customer behavior data.     

Roles of ‘small- and medium-sized enterprises’ in service industry innovation: a case study on leisure agriculture service in tourism regional innovation

This study combines service-dominant logic (SDL) with industry cluster theory to analyze the evolution of leisure agriculture service in Taiwan. The result shows that cooperation among small- and medium-sized enterprises (SMEs) can increase customer willingness to participate in value co-creation. Customer-driven cooperation among SMEs drives SMEs to increase their competitiveness and thus overcome their disadvantages in resources and capabilities. Additionally, the four-stage evolution of leisure agriculture service is identified to help tourism SMEs understand their positions and suggest appropriate strategies for achieving sustainable development and it also reveals a shifting paradigm from goods-dominant logic to SDL in tourism industry.     

Artistic intervention,intellectual capital,and service innovation: a case study of a Taiwan’s hotel

This study adopts the perspective of artistic intervention to argue that art is a catalyst. Interdisciplinary cooperation between artists and managers prompts artists to enter the corporate world, intervening in organizational routines and operations and thereby promoting service innovation. This paper, which also adopts the perspective of intellectual capital (IC), explores the characteristics of IC management through an in-depth case study of a successful art-focused Taiwanese hotel that has adopted long-term artistic intervention. The results show the importance of analyzing IC as a stock of resources. Hotel managers must emphasize the importance of managing the physical and the intangible resources, and both embedded in employees and processes of hotels. The relationship of a hotel with its external stakeholders and customers are particularly good sources for improving IC and promoting service innovation. This paper has management implications for the artistic interventions of the studied hotel and recommends future research directions.     

Global acquisition and knowledge transfer — a case study of company D

Knowledge transfer, acting through capital, technology and people, is typically accompanied by globalisation. This paper examines a case of such transfer, paying attention to some theoretical implications of the political economy of Japanese business. It looks at the corporate culture, production systems and industrial relations of a British firm (herein ‘D’) which was taken over by a Japanese textile trading company (S), and in particular at the change from a line system to a flexible group system in production, representing a paradigmatic change from Fordism. Under Japanese ownership, managerial control increased, though without degrading working conditions; how far this ‘miracle’ will go remains to be seen. This paper thus examines the dialectical process of capitalist knowledge transfer, suggesting that it will provide opportunities for innovation in management, but within the strictures of capitalist development.     

Value network analysis for complex service systems: a case study on Taiwan’s mobile application services

Service Business - This paper aims to develop a service value network analysis approach based on system dynamics (SD) for analyzing the feedback structures that causes dynamic behavior of service...     

Measuring innovation in a ‘low-tech’ service industry: the case of the Dutch hospitality industry

This article presents the findings of a survey among 613 firms in the Dutch hospitality industry adopting a demarcation perspective. The paper illustrates that innovation in this service industry is much higher and more varied than regularly reported. It further indicates that innovation activities in ‘low-tech industries’ can be in place with less formalized forms of (service) innovation management. Finally, it is shown that a higher innovation intensity is associated with better firm performance. Based on this, some implications for managing innovation in the hospitality industry are discussed. Finally, some fundamental issues in the measurement of service innovation are raised.     

Convertibility of the rouble — Monetary integration of the Russian Federation

Russia has so far failed to achieve its goal of monetary integration into the international capital markets. Due to the deep financial and currency crisis which began in 1998, the current situation is a far more difficult one than in 1991, at the start of the transformation process. The following article examines the reasons why this situation arose and formulates alternatives to the reform approaches to date.     

Joint service,pricing and advertising strategies with tourists’ green tourism experience in a tourism supply chain

We consider the supply chain in the tourism industry, in which tourists are susceptible to the tourists' green tourism experience when they make purchase decisions for a green tourism product. Our research considers a green tourism supply chain (GTSC) consisting of one scenic spot (SS) and one travel agency (TA), and studies the joint green tourism service, pricing and advertising problem of the SS and the TA. We establish Stackelberg differential game models between the SS and the TA in the centralized, decentralized and revenue-sharing scenarios, and apply Pontryagin's maximum principle to obtain the dynamic equilibrium solutions of the GTSC members. Based on the three different scenarios, we analyze influences of the tourists' green tourism experience concern level, the wholesale ticket price and the sharing ratio on the optimal decisions and performances of the GTSC. This paper is the first quantitative research to study the green tourism service effort, pricing and advertising strategies of the GTSC members and design GTSC improvement contract with considering the green tourism experience. Our results provide management insights for the SS and the TA to manage GTSC under the green tourism preferences and the green tourism experience of tourists.     

The influence of the CEO’s business education on the performance of hybrid organizations: the case of the global microfinance industry

Microfinance institutions (MFIs) are typical examples of hybrid organisations, meaning organisations pursuing both a financial and social logic. This study examines the question of whether financial and social performance improves when an MFI’s chief executive officer (CEO) has a business education. We apply the random effects instrumental variable regression method to examine the influence of the CEO’s business education on the MFI’s financial and social performance. Our panel dataset that includes 353 MFIs from across the globe indicates that ‘only’ 55% of the MFIs have a CEO with a business education. The empirical results indicate that MFIs with CEOs who have a business education perform significantly better, financially and socially, than MFIs managed by CEOs with other types of educational backgrounds. The findings suggest that CEOs with a business education seem better at managing the much-debated tradeoff between providing small loans and producing healthy financial results.     

New product development strategies of suppliers of emerging technologies—a case study of expert systems

Rapid change, high levels of risk and uncertainty is the context in which suppliers of emerging technologies are developing strategies for new product development. Collaboration with “progressive” customers and the formation of lateral links with suppliers and manufacturers are options available for effective innovation. Approaches to innovation of established and start‐up companies operating in the embryonic expert systems market in the UK are discussed and salient features of a nascent product market outlined.     

Is brain hemisphericity a correlate of performance in problem-solving courses? A case study from an HBCU

The authors set out to determine the brain dominance characteristics of students enrolled in business statistics courses in a historically Black university in a major southeastern Texas city. Thereafter, the authors investigated the relationship between a student’s brain hemispheric preference and academic performance in college courses, which emphasize problem solving. The results reported in this study reveal that left brain– and right brain–dominant students are at parity when it comes to performance in a problem-solving course. Moreover, both left brain– and right brain–dominant learners perform better than whole-brain dominant learners in a problem-solving course.     

Building chain loyalty in grocery retailing by means of loyalty programs – A study of ‘the Norwegian case’

The aim of the paper is to analyze chain loyalty effects of customers' perceived value of loyalty programs in grocery retailing. It contributes to filling a gap in the literature, as there has been little earlier focus on the links between customers' perception of loyalty program value and satisfaction, image, and loyalty, at the chain level. One main finding is that customers’ perceived value of a loyalty program has significant direct and moderating effects on chain loyalty, and the moderation effects are chain dependent. Managers should thus consider satisfaction creation, image building, and loyalty program value creation as parallel processes.     

Quality of past performance: Impact on consumers’ responses to service failure

The conceptual model developed in this paper for the airline industry examines the relationship between quality of past service performance and consumers’ responses to service failures (causal attributions, emotions and satisfaction). The empirical results obtained indicate that for those consumers with higher perceptions of quality the causes underlying service failures are seen as less stable and less controllable by the firm than the causes identified by consumers with lower perceptions of quality. Attributions about the failure not only influence satisfaction directly but also moderate the effect of quality on satisfaction. We also analyse the mediating effect of negative emotions on the relationship between service failure attributions and consumer satisfaction.

Does the inflation rate affect the performance of the stock market? The case of Egypt

The intention of this paper is to examine the impact of the inflation rate on the performance of the Egyptian stock market. Particular attention is paid to the effects of the rate of inflation on various stock market performance variables, in terms of market activity and market liquidity. From the co-integration analysis through error correction mechanisms (ECM), significant long-run and short-run relationships between the variables are found, implying that the inflation rate has had an impact upon the Egyptian stock market performance generally.     

A transformative service research agenda: a study of workers’ well-being

Interest in workers’ well-being is mounting – a key driver being the growing recognition that well-being is linked to performance. Utilizing a transformative service research (TSR) agenda, this study examines how people management practices impact the well-being of hospitality and retail workers. Comparing the experiences of permanent and precarious workers, we find it is not employment practices per se that promulgate feelings of insecurity and inferiority; rather, it is the attributions ascribed to them. This has practical implications. Most notably, some of the deleterious effects of precarious employment might be mitigated where careful attention is paid to the motives underlying an organization’s people management practices. Theoretically, TSR offers a more expansive lens for understanding the social exchange occurring in both employment relationships and service encounters, thus contributing significantly to knowledge on mutual gains theories. These findings and their implications are discussed in detail in the paper.     

Is parking supply related to turnover of shopping areas? The case of the Netherlands

In the retail sector the dogma “no parking, no business” is often used to describe the importance of parking for the performance of shopping areas. Accordingly there is a growing pressure on planners to increase parking capacity and/or reduce parking tariffs in and around shopping areas. This paper contains a cross-sectional data analysis regarding parking and other characteristics of 80 shopping areas in the Netherlands. A loglinear regression analysis is used to infer a relationship between parking – mainly in terms of quantity and price – and the turnover of shopping areas. It is found that there is a positive significant relationship between parking tariffs and turnover and that in general there is no statistical relationship between parking capacity and turnover with exception of regional shopping areas. The implications for policy are discussed.     

The effects of producers’ trademark strategies on the structure of the cognac brandy supply chain during the second half of the 19th century. The reconfiguration of commercial trust by the use of brands

Abstract

The role of intermediaries in the distribution system of the cognac brandy trade changed with the choice of brand strategies by producers, thanks to the development of favorable legislation for property rights. Prior to the enforcement of trademark laws, consumers relied heavily upon the personal reputations of retailers in order to choose the spirits they drank. The recognition of producers’ trademarks in the second half of the nineteenth century reconfigured the issue of trust by allowing producers to integrate forward into distribution and marketing and by allowing consumers to trust an entity that they did not know personally: producers’ brands. They took over part of retailers’ work and tried to monitor intermediaries so as to enhance their own name as a sign of quality.