A Study of Management Practices and Competences within Effective Organisations in the Irish Tourism Industry

This article focuses on a project designed to investigate the validity of the results obtained from a prior exploratory study undertaken to identify the critical success factors (CSFs) in ‘UK Corporate Hotels’. The CSF approach and its application to hospitality and other types of business environment are briefly reviewed prior to an explanation of the survey methodology adopted in the study. The empirical results reveal that only three of the original 59 CSFs derived from the 1996 study were found not to be statistically significant and that nine of the ten CSF item sets possess reasonable Cronbach's alpha coefficients. Finally, the significance and implications of the results are discussed.     

Achieving sustained competitive advantage in retail and consumer service firms: The role of entrepreneurial orientation and entrepreneurial bricolage

The vital role of entrepreneurial orientation and entrepreneurial bricolage in creating sustained competitive advantage in retail and consumer service firms is increasingly acknowledged in modern markets. Using data from 246 retail and consumer service firms (hereafter R&CSFs) in Japan, this paper develops and empirically tests a framework delineating how entrepreneurial-oriented R&CSFs strategically combine existing resources while managing risks to differentiate their service portfolios to be competitive. The findings reveal that entrepreneurial orientation and entrepreneurial bricolage influence differentiation advantage and risk management, which, in turn, is associated with creating a sustained competitive advantage (hereafter SCA). This paper adds novel insights to the dynamic capabilities view and retail and service marketing literature by identifying entrepreneurial orientation, entrepreneurial bricolage, and risk management as dynamic capabilities, which allows R&CSFs to create service innovations in resource-constrained environments.     

Managing critical success factors for IS implementation: A stakeholder engagement and control perspective

Enterprise information systems (IS) implementation is often part of an organization's strategic IT initiatives and requires a large investment of organizational resources, yet may fail due to inadequate management of critical success factors (CSF). Using a revelatory case study of a multi‐partner COTS implementation process by a large Canadian government organization, this research investigates successful management of CSF through optimal stakeholder engagement and a balancing of control configurations. This research identifies four distinct project orientations related to stakeholder engagements—strategic, responsibility, harmony, and persuasion—that can be of significant value in managing CSF and other challenges during implementation and post‐implementation phases. In addition to the identification of a need for control balancing in a multi‐partner IS implementation, three key drivers responsible for triggering control balancing are identified: (a) shared understanding, (b) negative anticipation, and (c) deviation of expectations. Copyright © 2017 ASAC. Published by John Wiley & Sons, Ltd.     

Towards a Successful CRM Implementation in Banks: An Integrated Model

In recent years, customer relationship management (CRM) has been the favoured theme for numerous studies and reports. Yet, there is a lack of systematic empirical evidence regarding the critical success factors (CSFs) for the CRM implementation, the activities that are affected by the use of the CRM programmes, and their consequent performance outcomes. In this article, we document the role of the CRM programmes in the banking sector and identify marketing activities that are affected by CRM usage. Taking a sample of 159 banks that utilise a CRM system, we found a substantial positive effect of the CRM usage on relationships effectiveness and marketing objectives. The results of this study have major implications for marketing people, as they suggest the notion that the CRM critical success factors should be implemented holistically rather than piecemeal to achieve the full potential of the CRM. The findings also stress the central role of customer services in the successful implementation of CRM programmes within banks.     

How does CRM technology transform into organizational performance? A mediating role of marketing capability

Customer relationship management (CRM) technology has attracted significant attention from researchers and practitioners as a facilitator of organizational performance. Even though companies have made tremendous investments in CRM technology, empirical research offers inconsistent support that CRM technology enhances organizational performance. Given this equivocal effect and the increasing need for the generalization of CRM implementation research outside western context, the authors, using data from Korean companies, address the process concerning how CRM technology translates into business outcomes. The results highlight that marketing capability mediates the association between CRM technology use and performance. Moreover, a customer-centric organizational culture and management system facilitate CRM technology use. This study serves not only to clarify the mechanism between CRM technology use and organizational performance, but also to generalize the CRM results in the Korean context.     

Exploring the Influence of Organizational Ethical Climate on Knowledge Management

In recent years, knowledge management has been utilized as an essential strategy to foster the creation of organizational intellectual capital. Organizational intellectual capital can be derived both individually and collectively in the process to create, store, share, acquire, and apply personal and organizational knowledge. However, some organizations only focus on the development of public good, despite the concerns arising from individuals’ self-interest or possible risks. The different concern of individual and collective perspectives toward knowledge management inevitably leads to ethical conflicts and ethical culture in the organization (Jarvenpaa et al., J Manage Inf Syst 14(4):29–64, 1998; Ruppel and Harrington, IEEE Trans Prof Commun 44(1):37–52, 2000). The purpose of this study is to examine the ethical climate within the organization and its possible influence on members’ evaluation, satisfaction, engagement, and job performance with respect to knowledge management practice. The research results reveal that several types of organizational ethical climate coexist in the organization and have different degrees of influence on employees’ attitude as well as participation in knowledge management activities. In this article, we argue the importance of organizational ethical climate and highlight the implications of such a climate for facilitating knowledge management.     

环境信息披露对上市公司企业价值的影响——“组织可见度”是否起到中介作用

我国现行企业环境信息披露政策下,企业对于信息披露的方式、时间等有很大的自由裁量权力。因此,企业这一社会责任的自觉履行需要企业价值最大化等动机支撑,但其作用机理是否有效,投资者的关注度及解读尤为重要,亦即“组织可见度”在环境信息披露对企业价值的影响中扮演重要角色。本文以我国化工行业上市公司2013-2017年样本,实证检验环境信息披露对企业价值的影响,并依次从分析师关注水平和媒体关注水平两个角度衡量组织可见度,检验其是否具有中介效应,并分析所有权性质差异下的不同结果。结果表明:环境信息披露能提升企业价值,组织可见度在环境信息披露对企业价值的影响过程中发挥了部分中介效应。进一步研究发现,当使用分析师关注水平衡量组织可见度时,该中介作用只体现在国有企业中;当使用媒体关注度衡量组织可见度时候,该中介作用在两种类型的企业中均只得到了部分体现。企业环境信息披露政策本意是通过其影响企业的市值表现促进企业更好地履行其环境社会责任,本文通过揭示其中组织可见度的中介作用,有助于启示企业对其市值管理、有关管理部门对企业履行环境社会责任引导时的操作思路。     

Big data in an HR context: Exploring organizational change readiness,employee attitudes and behaviors

This research highlights a contextual application for big data within a HR case study setting. This is achieved through the development of a normative conceptual model that seeks to envelop employee behaviors and attitudes in the context of organizational change readiness. This empirical application considers a data sample from a large public sector organization and through applying Structural Equation Modelling (SEM) identifies salary, job promotion, organizational loyalty and organizational identity influences on employee job satisfaction (suggesting and mediating employee readiness for organizational change). However in considering this specific context, the authors highlight how, where and why such a normative approach to employee factors may be limited and thus, proposes through a framework which brings together big data principles, implementation approaches and management commitment requirements can be applied and harnessed more effectively in order to assess employee attitudes and behaviors as part of wider HR predictive analytics (HRPA) approaches. The researchers conclude with a discussion on these research elements and a set of practical, conceptual and management implications of the findings along with recommendations for future research in the area.     

Antecedents and Consequences of Employer Branding

This study reviewed and analysed the phenomenon of employer branding. We began with a review of recent research in employer branding. Next, drawing the theoretical knowledge from OB, HRM, and marketing, a framework is developed depicting the antecedents of employer branding and its impact on the company performance. For this, primary data were collected administering a questionnaire survey on 347 top-level executives in 209 companies in India, and secondary data were collected on financial performance. The results revealed that realistic job previews, perceived organizational support, equity in reward administration, perceived organizational prestige, organizational trust, leadership of top management, psychological contract obligations, and corporate social responsibility influence employer branding, which in turn impact non-financial and financial performance of companies. Furthermore, leadership of top management is the most potent predictor of employer branding. Greater deviation of the existing state from the ideal state of antecedents adversely affects employer branding. Management can use this framework for developing strategy towards implementation of employer branding.     

Perceived Risks in Supply Chain Management E-Collaboration

ABSTRACT

Supply chain management is an accepted concept involving a process-oriented, integrated approach to procuring, producing, and delivering products and services to customers. The boom in applying Internet-based applications is driven by corporate desires to use wireless access, extranets, Internet-based EDI, e-marketplaces, web services and other remote networks for supply chain activities. This paper reports the findings of a study that aims to examine perceived risks of e-commerce in supply chain activities. The conceptual model developed from previous research identifies four types of risks, namely technological, organizational, implementation, and relational risks. The model is tested via in-depth multiple case studies in seven firms from a cross-section of different industries who applied e-technologies in their supply chain activities. The findings highlight factors that contribute to risks and the related undesirable consequences that the firms experienced.     

Logistics Information System Evaluation: Assessing External Technology Integration and Supporting Organizational Learning

Firms often outsource the development and acquisition of logistics information systems (LIS) needed to improve logistics processes. Managers tasked with such outsourcing decisions often struggle to understand and balance the external technology's impact on existing logistics processes, individual stakeholders, firm strategies, and the financial and operational performance of the firm. Unfortunately, research is limited on (1) methods for evaluating the performance capabilities of systems from external sources prior to full implementation, and (2) the impact of external technology integration (ETI) on organizational behavior and learning related to a firm's logistics processes. Through the lens of organizational learning (OL) theory, this research uses a case study approach to examine the transportation division of a major U.S.‐based fuel retailer to gain insights on the management control of ETI efforts. The study builds theory to fill important literature gaps then develops a conceptual framework and supporting propositions to inform future research on logistics ETI. The findings highlight important OL implications for firms involved in ETI efforts and also provide a practically relevant management control tool that can be used by logistics practitioners.     

CEO Leadership Styles and the Implementation of Organizational Diversity Practices: Moderating Effects of Social Values and Age

Drawing on strategic choice theory, we investigate the influence of CEO leadership styles and personal attributes on the implementation of organizational diversity management practices. Specifically, we examined CEO transformational and transactional leadership in relation to organizational diversity practices and whether CEO social values and age may moderate these relationships. Our results suggest that transformational leadership is most strongly associated with the implementation of diversity practices. Transactional leadership is also related to the implementation of diversity management practices when either CEO social values or age are relatively high. These findings extend previous work examining predictors of diversity management in organizations and highlight the central role that organizational leaders may play in the successful implementation of these practices.     

绩效管理体系综述

目前,绩效管理日益成为组织人力资源管理的重要手段,是帮助企业维持和提高生产力,实现企业战略任务和目标最有效的手段之一。然而,大多数企业把绩效管理的重心放在结果上,仅仅作为其他人事决策的依据,而不是有意识地运用绩效管理系统向员工传达组织的目标,也不善于根据绩效评价的结果制定员工能力发展计划。因此,如何有效地构建绩效管理体系,从而实现绩效管理的核心目标,促进组织目标的实现是绩效管理的关键。     

Decomposing the effects of organizational memory on marketing implementation

There is limited evidence to explain the effect of organizational memory on marketing implementation. This paper addresses this gap by identifying multiple components of organizational memory and examining how each affects marketing implementation. Organizational memory is a collective recollection of the past that is embedded within firm culture, procedures, and expertise. The findings demonstrate potential tradeoffs to linking versus locking into the firm’s past, particularly in turbulent environments. By decomposing organizational memory’s effects, this paper explains how organizational memory can both enable and constrain marketing implementation.     

Impact of IT Service Management Frameworks on the IT Organization

Over 90 percent of companies are estimated to use IT Service Management (ITSM) frameworks, yet there is little research on their benefits to the Information Technology (IT) department and the business units. An international survey of 491 firms was conducted to assess the benefits of the IT Infrastructure Library (ITIL), the de-facto ITSM framework, specifically on how these benefits evolve as companies increase their adoption of the ITIL model. Also studied are the perception of challenges of the implementation and the number of ITIL processes implemented in relation to the progress of the adoption of ITIL. Results indicate that as the maturity of implementation increases, the perception of challenges decreases. Findings also show that as the maturity of implementation increases, the number of realized benefits increases, as well as the number of implemented ITIL processes. Implications for practitioners and researchers are also discussed.     

Developing learning capabilities through a quality management program

This study examines the development of learning capabilities through the implementation of a quality management program in services, based on a case study of transplantation management. The findings show how the introduction of an online system, based on a quality management program, underpinned the knowledge-building capacity of the organization. The results contribute to service literature by addressing how a quality management program links to organizational learning process directly and through building-up organizational knowledge. The implementation of a quality management program allows knowledge building through identification and socialization of tacit knowledge and combination of explicit knowledge. The development of learning capabilities fostered by the introduction of this program occurs under conditions that contribute to the building-up of organizational knowledge. Organizational learning is enhanced during this implementation through an incremental process that detects errors and corrects behavior and/or alters organizations premises, standards and values. This organizational learning helps to upgrade the overall process.     

Assessing business value of Big Data Analytics in European firms

In the strategic management field, dynamic capabilities (DC) such as organizational agility are considered to be paramount in the search for competitive advantage. Recent research claims that IT business value research needs a more dynamic perspective. In particular, the Big Data Analytics (BDA) value chain remains unexplored. To assess BDA value, a conceptual model is proposed based on a knowledge-based view and DC theories. To empirically test this model, the study addresses a survey to a wide range of 500 European firms and their IT and business executives. Results show that BDA can provide business value to several stages of the value chain. BDA can create organizational agility through knowledge management and its impact on process and competitive advantage. Also, this paper demonstrates that agility can partially mediate the effect between knowledge assets and performance (process level and competitive advantage). The model explains 77.8% of the variation in competitive advantage. The current paper also presents theoretical and practical implications of this study, and the study's limitations.     

Delivering training strategies: the balanced scorecard at work

Aligning the value of training to organizational goals is an emerging need in human resource management. This study, aiming at expanding the research on training evaluation from a strategic management perspective, examines whether the use of the Balanced Scorecard approach can enable an effective delivery of training strategies, thus strengthening the link between training and organizational goals. The research was based on action research methodology. Researchers worked for about 12 months with three healthcare organizations. The research findings indicate that the balanced scorecard: (1) allows visualization of a clearly focused and internally consistent map of cause‐and‐effect relationships, turning the functional training efforts into strategic results; (2) effectively supports the training function both in managing training processes and in delivering targeted organizational outcomes; (3) offers a specific set of critical measures for evaluating the training function's performance; and (4) permits the fostering of a sound alignment between training programme objectives and functional goals. Various theoretical and practical implications are discussed.     

企业物流业务外包的利益与风险分析

企业物流业务外包能够减少设备投资,降低成本;集中有限资源,发展核心业务;得到更专业化的服务,提高服务质量。需要注意的问题是:物流业务外包在带来利益的同时,也隐藏着物流业务控制能力下降、客户关系管理削弱、信息泄露等风险。企业应正确识别核心竞争力,选择好外包伙伴,控制物流外包活动,调整企业内部组织结构,以"双赢"为原则,巩固合作关系。     

How do managers decide on internationalization processes? The role of organizational slack and performance feedback

This study draws on the behavioral theory of the firm to the postulate relationships between organizational slack and performance aspirations, and internationalization processes. Based on longitudinal data (2000–2008) from 772 publicly listed firms in Taiwan, the findings indicate that organizational slack significantly influences the internationalization processes. Specifically, firms with high organizational slack that have performance that falls below aspirations managers are more likely to exhibit (1) a rapid pace, (2) a wider scope, and (3) an irregular rhythm in their internationalization processes. In addition, we observed an interaction effect between performance feedback and different levels of slack on the internationalization processes.