Is the service sector different in size heterogeneity?

We examined whether significant differences in size heterogeneity exist between the service and the manufacturing industries by using PL exponents as the proxy for intra-industry size heterogeneity. For the purpose, we analyzed firm size distribution (FSD) and estimated the PL exponents, on the right tails of FSD, of the service and manufacturing industries in Korea for the period 2008–2012 using the Business Activity Survey dataset created by the Korean National Statistical Office As a result, we observed that the estimates of the PL exponents for the service industry are lower than those for the manufacturing industry (\(\upalpha _\mathrm{Service}<\upalpha _\mathrm{Manufacturing}\)) regardless of size variable, year, and dataset. This relationship may be related to the weaker negative relationship between the size and growth of the service industry, which made the slope of the PL distribution in the right tail of the FSD smoother. This finding implies that size heterogeneity may be more distinctive in the service industry than in the manufacturing industry. In addition, the PL exponents of sales were larger than those of assets and smaller than those of employees (\(\upalpha _\mathrm{Asset}<\upalpha _\mathrm{Sales}<\upalpha _\mathrm{Employee}\)) regardless of industry, year, and dataset. We also observed the PL exponents in the survived-firm dataset to decrease, compared to those in the all-firm dataset.     

Public–private innovation: barriers in the case of mobility as a service in West Sweden

Departing from open innovation (OI), this case study explores the development of Mobility as a Service (MaaS) in West Sweden. An analysis of 19 interviews reveals how representatives from involved actors perceive internal and external barriers as hampering the regional public transport authority’s attempts to collaborate with private actors, and that the perception of barriers is incongruent across public and private actors. Transferability to other cases of public–private OI is discussed, and implications for public actors are proposed. The paper expands the knowledge of preconditions for MaaS’ development and of the unique conditions for OI in public–private settings.     

Co-operation and conflict in industrial relations: what are the implications for employees and trade unions?

This article explores the effects on employees of co-operation and conflict the workplace, outlining six workplace types. A survey of union representatives UK steel industry reveals evidence of co-operative industrial relations linked to superior terms and conditions, employee involvement and health and safety outcomes. However, it fails to find evidence that co-operative industrial relations are associated a broader HRM package of workplace restructuring, high performance work teams security provisions. Nor is any association revealed between co-operation and a greater role for trade unions. These findings suggest workplace co-operation in this industry remains part of a traditional gainsharing package and an 'alliance of insiders' than an HRM partnership or union incorporation. This raises broader questions the ability of co-operation to deliver important aspects of organizational competitive advantage.     

Financial sector strategies and financial sector outcomes: Do the strategies perform?

Financial sector strategies enable financial policymakers and stakeholders to take a holistic view at the financial development needs in their country and to formulate balanced financial policies. They help policymakers consider the systemic risk that different development policies involve and choose an informed way forward. We construct a new dataset of historical financial sector strategies covering 150 countries over the period 1985–2014, and assess the strategies using the rating criteria proposed by Maimbo and Melecky (2014). We then investigate how the quality of the strategies can affect financial sector outcomes such as financial depth, inclusion, efficiency and stability. We find that the use of financial sector strategies helped increase financial sector deepening, inclusion and stability, and that this impact could be greater for higher quality strategies. One way how financial sector strategies can improve financial sector outcomes is by improving the regulatory framework for finance. A significant relationship between the use of strategies and the efficiency of banks is not confirmed.     

The role of service innovation in the market orientation—new service performance linkage

While most academics generally agree that innovation plays the mediating role between market orientation and new product/service performance, relatively little research has examined how each component of market orientation contributes to new service performance through various types of service innovation. Based on a survey of 235 managers and taking a component-wise approach, this study finds that customer orientation spurs incremental service innovation while inter-functional coordination spurs radical service innovation, both of which, in turn, enhance new service performance. A surprise finding shows that the impact of competitor orientation on new service performance is fully mediated by radical service innovation. The results of this study should help market oriented managers create and evaluate service innovation.     

Legitimating change in the public sector: the introduction of (rational?) accounting practices in the United Kingdom,Italy and Austria

This paper explores the deployment of rhetorical legitimation strategies during public-sector accounting reforms by investigating how organizational actors justify related changes in the central governments of the United Kingdom (UK), Italy and Austria. The study shows that changes are largely legitimated (and rarely delegitimated) by key actors, with authorization strategies dominating. Country differences and actors’ professional backgrounds also impact upon the use of legitimation strategies, with those from an accounting background and working in the UK being more likely to justify change in terms of rationalization and normalization. Italian and Austrian actors more frequently resort to authorization strategies to explain accounting change.     

Does the interaction between the knowledge management process and sustainable development practices boost corporate green innovation?

Green innovations are being deployed in manufacturing industries to promote organisational sustainability by embracing sustainable development practices (SDPs). However, little is known about how corporate green innovation (CGI) is influenced by the knowledge management process (KMP). To fill this gap, we have developed a multidimensional framework based on the resource-based view (RBV) theory that provides a foundation for sculpturing the process by which KMP was observed to capture and sustain CGI through SDPs. Data were collected from 393 respondents of large- and medium-sized manufacturing corporations in Pakistan and analysed using partial least squares structural equation modelling (SEM) and fuzzy set qualitative comparative analysis (fsQCA). This study provides several key findings. First, KMP dimensions (acquisition, dissemination and application) significantly improve the SDPs' dimensions (environment, economic and social). Second, SDP dimensions play a significant role in achieving CGI. Third, the implementation of SDPs partially mediates the relationship between the KMP and CGI. Furthermore, the fsQCA results signify the robustness of all integrated constructs. Our results demonstrate that investing in and adopting the latest technologies and sustainable practices are not only valuable for long-term success but the soft concerns such as managing organisational knowledge are also vital in the current knowledge-based economy. Finally, in light of our findings, theoretical and managerial implications, with propositions for future studies, have been provided at the end of the paper.     

Does digital service trade boost technological innovation?: International evidence

Digital technology is profoundly changing the international economic and trade pattern, and digital service trade is increasingly becoming an important carrier of transnational knowledge spillover. This study investigates the relationship between digital service trade and technological innovation. Based on the panel data of 131 countries from 2005 to 2020, empirical results show that digital service trade significantly promotes technological innovation. This study shows that digital service trade can promote technological innovation through four mechanisms: increasing income incentives, accelerating knowledge spillover, triggering trade liberalization, and promoting financial deepening. The results of panel threshold model show that economic development, urbanization, and population aging can lead to regime changes in the innovation effect of digital service trade. In addition, the results of heterogeneity test show that national characteristics such as economic development, per capita income, industrialization, and economic freedom, influence the innovation effect of digital service trade. Our findings have implications for developing an international innovation cooperation system based on digital service trade.     

Innovation labs in the public sector: what they are and what they do?

This article is a first comprehensive attempt to globally map and analyse innovation labs (i-labs) in the public sector. The article analyzes theoretical reasons why i-labs are created in the public sector and tests these assumptions in practice. During the empirical study, thirty-five such organizations all over the world were identified. The research is based on a two-step approach: first, a comprehensive survey was carried out followed by an extensive in-depth interview with the managing figures of i-labs; eleven i-labs responded. The article finds support for the assumptions of external complexity, technological challenges, emulation, and legitimization as reasons behind the creation of i-labs.     

Technology exploitation in the context of open innovation: Finding the right ‘job’ for your technology

In light of the recent economic crisis, many industrial firms attempt to capture additional value from their technologies by means of open innovation strategies. Besides acquiring external technology, many firms therefore increasingly try to license their own technology to other firms either exclusively or in addition to its application in their own products. This article shows that technology licensing offers important strategic benefits beyond generating licensing revenues, which underscore the need for an integrated management of technology licensing activities. Therefore, this article extends the concept of job-related markets that was recently developed in the managerial literature. A ‘job’ is the fundamental problem that a customer needs to resolve in a particular situation. Managers may transfer this job-related understanding to technology licensing activities because the right ‘job’ for a technology may be outside a firm’s boundaries, and it may help firms to identify additional licensing opportunities. On this basis, the article presents the concept of an integrated technology exploitation roadmap, which allows firms to use the job-related markets to integrate technology licensing in their strategic planning processes. An example of a machinery firm shows how this roadmap may contribute to strengthening a firm’s licensing business.     

Training in service – importing and imparting customer service culture as an interactive process

Customer service culture initiatives have received renewed academic attention. Recent surveys of employee responses have highlighted the importance of training. However, its precise nature and how messages and various responses are mediated through an interactive and dynamic process have been largely neglected. In addition, employees' experience of customer service as consumers and of its contradictions has yet to be fully explored in accounting for employee responses. In an effort to develop existing knowledge and models of customer service culture, these issues are addressed by drawing on observational research. Four training programmes are examined in varied contexts, including a UK call centre and a Malaysian bank. They reveal a dynamic whereby trainers' anticipation of employee attitudes such as cynicism and the immediate reactions and dialogue of trainees help shape both the service message and subsequent responses.     

Institutional tensions and private sector promotion in Tanzania: whose agenda?

This paper examines the current phase of transition of Tanzania's economy from state-led to market-led development, and considers the impacts of this transition on technological capabilities. The focus is on the different agendas and practices which surround private sector promotion in Tanzania, and examines these from the viewpoint of three sets of actors: the state, aid donors and the private sector itself. It is argued that while there is a consensus that private sector promotion is the way forward for Tanzania to rebuild its industrial and technological base, there are differences of opinions between the main players and there are differences between what is said (the agendas) and what is done (the practice). Historical enmities and distrust between sections of the private sector also contribute to these differences. The conclusion identifies a possible emerging consensus and new alliances between African and Asian Tanzanian business interests that can have a positive impact on technological capabilities and industrial renovation.     

HRD practices in local private sector companies and MNC subsidiaries in Australia, 1996–2009

This study charts human resource development (HRD) practices in locally owned private sector companies (APS) and subsidiaries of overseas-headquartered multinational companies (MNCs) located in Australia from 1996 to 2009.Using data from three iterations of the CRANET Australia survey, the research analyses the degree of difference between APS and MNCs, tests whether HRD practices are increasing in sophistication and if there is convergence or divergence between the two groups. The influence of company size and industry category is also explored as separate independent variables. The results suggest a decreasing overall level of HRD sophistication, that MNC subsidiaries are generally operating at a higher level of sophistication than APS companies and that there is directional, but not final, convergence.     

Taiwan Chinese managers' personality: is Confucian influence on the wane?

This paper conjectures that Chinese managers' personality in the Taiwan context, as shaped by Chinese tradition, has been moderated in response to their career experience. The paper begins with an introduction to Chinese culture and its impact on values and personality. It then goes on to argue that if the cultural context can nurture personality, we should therefore expect that as the context changes, personality can be moderated via economic reforms as in the case of Taiwan. It is reasonable to assume that among the Taiwanese, the occupational grouping that has most actively felt the impact of these reforms is managers who have been at the forefront of making them happen. We are not aware of any studies focusing on Taiwanese managers which attempt to assess how far their personality is still shaped by Confucian values which have strongly influenced Chinese traditions, and how far it has experienced changes that have come about through modernization and economic reform. We have addressed this research gap using the Chinese Personality Assessment Inventory (CPAI), an indigenous Chinese personality instrument developed by Cheung et al. (1996) with the support of an interview programme and a biographical data sheet to flesh out details related to the subjects' lives and experience. The findings suggest that the traditional Chinese personality with its grounding in Confucianism has been gradually eroding but that some elements of it are still strongly in evidence. The contribution of this study lies in illustrating how personality may be undergoing convergence through modernization. It also signals that cultural boundaries with reference to emic and etic research may also be converging. To the extent that this is so, future studies on culture and business management in China may need to reappraise their understanding of the nature of Chinese culture, values and personality, and how they have responded to business forces in a globalized world.     

Institutional logics and innovation in times of crisis: Telemedicine as digital ‘PPE’

How do crises shape digital innovation? In this paper we examine the rapid adoption of digital telemedicine technologies in an Israeli hospital with a focus on the role of the institutional logics held by the stakeholders responding to emerging events. With the onset of COVID-19, the need for social distancing and minimal physical contact challenged and interrupted hospital practices. In response, remote audio-visual functionality of digital technologies were appropriated in different ways, as stakeholders – state actors, managers, health professionals, and family members – sought to improvise and enhance the protection of persons concerned. We show how emerging practices were guided by the dominant institutional logics of stakeholders responding to the crisis. Acting for many as a digital form of ‘personal protective equipment’ (PPE), the technologies enabled diverse action possibilities to become manifest in practices. We add to understanding the role of institutional logics in directing the attention of stakeholders to shape digital innovation in times of crisis.     

Innovation-Oriented Culture in the Public Sector: Do managerial autonomy and result control lead to innovation?

This article examines the effect of specific new public management (NPM)-related characteristics to explain innovation-oriented culture within public sector organizations. According to NPM doctrines, an enhanced managerial autonomy combined with result control will stimulate a more innovation-oriented culture in such organizations. Using multi-country survey data of over 200 public sector agencies, we test for the influence of organizational autonomy, result control and their interactions, on innovation-oriented culture. High levels of managerial autonomy and result control have independent and positive effects. However, the interaction between high personnel management autonomy and high result control has a negative effect.     

Have the lecturers lost their voice? Involvement and participation in the devolved Further Education sector

One of the key principles underpinning Further Education (FE) college ‘incorporation’ was the notion that good management resides only in the private sector. Hence, if decision-making responsibility were decentralized to local levels, FE managers would have the freedom to experiment with practices borrowed from the private sector such as TQM and HRM. Examining the validity of this assertion, this paper explores: the extent to which participative management approaches (central to TQM and HRM) have been adopted in FE; the antecedents that explain the approach taken; and consequences of the emergent approach. In the event we found no evidence of participation beyond the perceptions of some members of the Senior Management Team (SMT). While obstacles to a more participative approach included the stringent funding regime, work intensification, proletarianization, casualization, remoteness of the SMT and general management competence, role-overload at middle management level was found to be particularly influential. A non-participative management style was also seen as deleterious to the functioning of the college as senior managers were failing to draw on repositories of creativity and expertise lower down the organizational hierarchy.     

What factors influence the organizational commitment of public sector employees in China? The role of extrinsic,intrinsic and social rewards

This study investigates the relationship between extrinsic, intrinsic and social rewards, and the organizational commitment of 239 Chinese public sector employees. Hierarchical regression analysis revealed that although variables included to measure extrinsic and social rewards were strongly related to organizational commitment, variables included to measure intrinsic rewards had limited influence. These findings suggest that the antecedents of organizational commitment in the Chinese public sector are significantly different from those in the Chinese private sector and public sector organizations in the West.     

Together or separately? Direct and synergistic effects of Effectuation and Causation on innovation in technology-based SMEs

Technology-based SMEs develop their activity in changing environments with strong competitive pressures. These conditions make them much more likely to innovate but also make the innovative process more challenging due to greater complexity of decisions about resources and establishment of actions to achieve favorable innovation results. Although prior studies have analyzed diverse factors that impact the innovative dynamics of this type of firm, little advance has been made in exploring the problem from the perspective of decision-making. This study seeks to close this research gap using Effectuation Theory, one of the most-cited theories emerging in the field of entrepreneurship. More specifically, we analyze the use of causal and effectual decision-making logics to evaluate their direct and ambidextrous effects on innovation in technology-based SMEs. Our results provide evidence that not just one path, but rather a pool of alternatives, supports product and process innovation development. More specifically, when technology SMEs pursue product innovation, both effectuation and causation can be used as predominant mechanisms to achieve positive innovation results. If firms also seek to develop process innovations, however, they may obtain better results with an ambidextrous approach.