Shadowboxing with data: production of the subject in contemporary call centre organisations

Tertiary labour is the fastest growing form of work in the West. Additionally, computer and telecommunication mediation of labour is increasingly prevalent. However, little research focuses on subjectivity in technology-mediated tertiary labour. Taking a Foucaultian orientation, this paper describes how desires of subjects and organisations are rendered into power/knowledge and affect subjectivity in one variant of technology-mediated tertiary labour.     

Friend or foe? The effects of managerial politics on NPD team communication,collaboration and project success

Much existing work on new product development (NPD) team integration takes an economically rational perspective, specifying appropriate systems, structures and interactions. Few studies however have explored the effects of politics on working relationships between technically trained managers (TTMs; e.g., research and development managers) and marketing managers (MMs) during NPD. Our results reveal that intra-team politics has positive and negative effects on TTM/MM communication. This is important because communication positively influences collaboration and NPD success. Moreover, the effects of communication variables on these two outcome variables differ depending on whether one is a TTM or MM.     

Inconvenience cost of mobile communication failure: The case of South Korea

Mobile communication failure can occur when mobile traffic exceeds the manageable level. This depends on frequency bandwidth. Mobile communication failure causes inconveniences in a user's daily life that lead to social and economic damage. To address this issue, mobile telecommunications companies deploy additional bandwidths and develop new technologies, but these are costly strategies. This study applies a spike model based on a contingent valuation method (CVM) to measure the inconvenience cost resulting from mobile communication failure. The mean monthly willingness-to-pay (WTP) to avoid communication failure per user is estimated to be KRW 898.14 (USD 0.80) over a period of five years in our study. The inconvenience cost borne by the population is estimated to be KRW 2.97 trillion (USD 2.61 billion). Users experiencing greater frequency of communication failure are found to be willing to pay more to avoid the inconvenience. When excluding respondents citing zero-WTP, the mean WTP per user was calculated to be KRW 3426.41 (USD 3.01). Data traffic usage and frequency at which communication failure is experienced are variables that exhibit statistically significant effects on WTP to avoid mobile communication failure. Overall, estimation results show that a price discrimination based on data traffic usage or quality can be considered by mobile telecommunications companies and regulators to address the issue of data traffic inducing mobile communication failure.     

When communication quality is trustworthy? Transactive memory systems and the mediating role of trust in software development teams

While the importance of communication frequency to transactive memory system (TMS) development has well been established, few studies have been done examining the relationship between communication quality and transactive memory systems in software development teams. This study empirically tests the relationships between communication quality and TMS, and the effect of TMS on team effectiveness. We also examine the mediating effect of trust on the link between communication quality and TMS. By investigating 86 software development teams in China, the results suggest that: (1) communication quality has a positive effect on TMS; (2) the link between communication quality and TMS is mediated by benevolence‐ and competence‐based trust; and (3) TMS has a positive impact on team performance. Theoretical and managerial implications of the study findings are discussed.     

Who Knows What in NPD Teams: Communication Context,Mode, and Task Contingencies

The use of cross‐functional teams in new product development (NPD) benefits firms in many ways. One benefit is the diverse knowledge team members bring to the project, but that benefit can only be appreciated if team members fully utilize and integrate the differentiated expertise of members. As reliance on cross‐functional NPD teams grows, however, firms struggle to exploit the full potential of functionally diverse groups, the biggest obstacle being integrating team members' varied knowledge, expertise, and abilities. Therefore, understanding how information is integrated and used is a primary concern for both practitioners and researchers. Databases and other forms of hard data are methods team members can use to effectively share and integrate knowledge; another method based on social cognition is transactive memory systems (TMS). TMS indicates who will learn what and from whom. The notion is that knowledge is distributed among people in the group, and to make effective use of it, individuals need to know who knows what and who knows who knows what. Grounded in the knowledge‐based theory of the firm, this study investigates the influence of different communication contexts and modes on TMS under different NPD task environments (i.e., exploitation and exploration) in cross‐functional NPD teams. A theoretical model is developed and empirically tested using data collected from 272 ongoing NPD teams of 128 Chinese high‐tech companies. Findings suggest that when teams face tasks defined by exploration, informal communication and face‐to‐face communication are positively associated with TMS, whereas for tasks defined by exploitation, formal communication and computer‐mediated communication are positively related with TMS. Additionally, this study found that TMS is positively related to NPD performance both in terms of project performance and in terms of market performance. Based on these findings, theoretical and managerial implications are drawn regarding resource deployment that encourages the development of effective TMS leading to successful NPD projects.     

Information systems in fast cycle development: identifying user needs in integrated automotive component development

Product development literature strongly emphasizes the need for open communication between suppliers and Original Equipment Manufacturers (OEMs). There is a widespread expectation that computer-aided communication networks will enable organizational members to work more flexibly, to share knowledge and competencies, and to span functional and company boundaries. However, few studies merge the possibilities of new information technologies and the operational needs of specific groups of users, for example product development engineers. The research reported in this paper aims to fill that gap. Through in-depth case studies of two development projects involving one auto OEM, one of its systems suppliers (working directly with the OEM) and five medium-sized expert suppliers (working either directly with the OEM or through the systems supplier), we identify three groups of user needs that are not currently satisfied by existing information system solutions: improvement of coordination and communication; enhancement of the access to new technological information; and support for the development of an organizational memory. We then explore what kind of information systems might help satisfy the above-mentioned needs. Potential barriers to efficient implementation of information systems in terms of the motivation of people using the systems, the reliability of the information, and the willingness to render information more transparent are discussed. It is concluded that when implementing information systems to support operational development work, it is essential to ground the system specification in clearly identified user needs that reflect the double nature of product engineering, namely the continuous interplay between routines and cognitive processes.     

Bringing Employees Closer: The Effect of Proximity on Communication When Teams Function under Time Pressure

Some studies have assumed close proximity to improve team communication on the premise that reduced physical distance increases the chance of contact and information exchange. However, research showed that the relationship between team proximity and team communication is not always straightforward and may depend on some contextual conditions. Hence, this study was designed with the purpose of examining how a contextual condition like time pressure may influence the relationship between team proximity and team communication. In this study, time pressure was conceptualized as a two‐dimensional construct: challenge time pressure and hindrance time pressure, such that each has different moderating effects on the proximity–communication relationship. The research was conducted with 81 new product development (NPD) teams (437 respondents) in Western Europe (Belgium, England, France, Germany, and the Netherlands). These teams functioned in short‐cycled industries and developed innovative products for the consumer, electronic, semiconductor, and medical sectors. The unit of analysis was a team, which could be from a single‐team or a multiteam project. Results showed that challenge time pressure moderates the relationship between team proximity and team communication such that this relationship improves for teams that experience high rather than low challenge time pressure. Hindrance time pressure moderates the relationship between team proximity and team communication such that this relationship improves for teams that experience low rather than high hindrance time pressure. Our findings contribute to theory in two ways. First, this study showed that challenge and hindrance time pressure differently influences the benefits of team proximity toward team communication in a particular work context. We found that teams under high hindrance time pressure do not benefit from close proximity, given the natural tendency for premature cognitive closure and the use of avoidance coping tactics when problems surface. Thus, simply reducing physical distances is unlikely to promote communication if motivational or human factors are neglected. Second, this study demonstrates the strength of the challenge–hindrance stressor framework in advancing theory and explaining inconsistencies. Past studies determined time pressure by considering only its levels without distinguishing the type of time pressure. We suggest that this study might not have been able to uncover the moderating effects of time pressure if we had conceptualized time pressure in the conventional way.     

Does engagement in corporate social responsibility provide strategic insurance‐like effects?

Research summary : This study examines whether the stock and bond prices of firms engaging in corporate social responsibility (CSR) can benefit from insurance‐like effects during occurrences of negative events. Our results suggest that in the face of negative events, engagement in CSR on a continuous, long‐term basis provides insurance‐like effects on both the stock and bond prices of firms. Nevertheless, the effects are found to quickly disappear following the occurrence of a second, or subsequent, negative event. Although our results clearly indicate that firms need to allocate some of their available resources to long‐term strategic CSR activities, managers must also realize that in a crisis communication, they will probably be able to use their CSR claims on one occasion only. Managerial summary : The purpose of this article is to examine whether firms engaging in corporate social responsibility (CSR) can benefit from insurance‐like effects during occurrences of negative events. We find that on the occurrence of a negative event, long‐term CSR engagement does have insurance‐like effects. We also find that these insurance‐like effects may quickly disappear following the occurrence of a second negative event. Managers of firms with a long history of CSR activities need to realize that in a crisis communication, they can probably use their claims of adherence to CSR only once. Copyright © 2015 John Wiley & Sons, Ltd.     

An industry viewpoint on the role of farm assurance in delivering food safety to the consumer: The case of the dairy sector of England and Wales

Food safety, alongside food quality, remains a primary concern of both consumers and those along the whole food supply chain, leading to regulation by government alongside private third party certification. Much has been written about the value of these systems primarily from the perception of the consumer. This paper reports on a study that examined industry perceptions on the regulatory and assurance systems within the dairy sector of England and Wales. It found that the primary producer found value in both systems, although from a food hygiene focus regulation was seen to be more rigorous. Other stakeholders along the dairy food supply chain saw the assurance scheme as more rigorous. All stakeholders recognised the need to reduce duplication in delivering food safety through combining key elements of both systems with the added potential for better communication of both food safety and quality to the final consumer.     

An investigation into commitment in non-Western industrial marketing relationships

This paper reports an investigation into the antecedents of commitment in non-Western industrial marketing relationships. The authors draw the antecedents from extant literature and posit that commitment is related to trust (integrity and reliability), communication quality, conflict, and similarity (social, ethnic, and economic). It is further argued that trust mediates the effects of communication, conflict, and similarity on commitment. As an extension, the authors examine the moderating effects of normative contracts (an implicit understanding of roles and responsibilities) on the construct interrelationships. The hypotheses are tested using data collected from approximately 150 industrial marketing relationships sampled from overseas Chinese firms. The results generally support the authors' framework; however, the mediating hypotheses are not supported. There is evidence of systematic differences in the effects of the studied antecedents on commitment and trust. Furthermore, a multigroup analysis provides evidence of significant moderating effects due to contracting mode. The study provides new insights into the theory and practice of industrial marketing.     

Foreign direct investment,information technology and economic growth dynamics in Sub-Saharan Africa

The research assesses how information and communication technology (ICT) modulates the effect of foreign direct investment (FDI) on economic growth dynamics in 25 countries in Sub-Saharan Africa for the period 1980–2014. The employed economic growth dynamics are Gross Domestic Product (GDP) growth, real GDP and GDP per capita while ICT is measured by mobile phone penetration and internet penetration. The empirical evidence is based on the Generalised Method of Moments. The study finds that both internet penetration and mobile phone penetration overwhelmingly modulate FDI to induce overall positive net effects on all three economic growth dynamics. Moreover, the positive net effects are consistently more apparent in internet-centric regressions compared to “mobile phone”-oriented specifications. In the light of negative interactive effects, net effects are decomposed to provide thresholds at which ICT policy variables should be complemented with other policy initiatives in order to engender favourable outcomes on economic growth dynamics. Practical and theoretical implications are discussed.     

The Effect of IT and Co-location on Knowledge Dissemination

Due to the increasing globalization of businesses, new ideas for innovation need to be disseminated rapidly both within and across different departments and divisions. Frequently, ideas and information are dispersed over globally distributed organizations or team members. As a result, the exchange of knowledge has become not only very important for innovation but also highly complex. To facilitate this knowledge exchange, electronically mediated interactions are growing rapidly, replacing traditional face‐to‐face communications. However, literature provides contradicting results regarding the effectiveness of computer‐mediated communication (CMC) versus face‐to‐face communication. This study attempts to reconcile differences in the literature on the benefits of CMC technologies and co‐location. Focusing on knowledge dissemination in technology development processes in high‐technology firms, the study investigates the relative impact of CMC technologies and co‐location of research and development (R&D) staff, as well as the mutual interaction between them. The present article hypothesizes that CMC technologies and co‐location of R&D staff have a positive impact on knowledge dissemination. Further, it is hypothesized that it is more favorable to co‐locate R&D staff than to invest in CMC technologies and that the effects of co‐location and CMC interact negatively. These hypotheses are tested using empirical data collected from 277 high‐technology firms in the United States, and the results are generalized by conducting the same test on data from 125 high‐technology firms in the Netherlands. Tests are conducted in a real‐world setting, differing from previous comparative studies that mainly used laboratory experiments. Empirical results support the main effects of CMC technologies and co‐location of R&D staff on knowledge dissemination. Other empirical results contradict conventional wisdom. Investing in CMC technologies is found to be favorable over co‐locating R&D staff for knowledge dissemination. Moreover, the two communication channels strengthen each other. The discussion section presents the contours of a firm‐level theory on communication infrastructures and knowledge dissemination, focusing on the scope and the heterogeneity of knowledge dissemination, which may explain these initially surprising results. From the arguments it follows that the choice for investment in co‐location or CMC technologies depends on the scope of knowledge dissemination that has to be facilitated. Furthermore, the conclusion is made that effective knowledge dissemination requires a balanced investment in co‐location and information technologies to be able to deal with the heterogeneous but interdependent types of knowledge dissemination.     

How institutional pressures and systems characteristics shape customer acceptance of smart product-service systems

This research examines how institutional pressures (mimetic, normative, and coercive), which provide shared expectations of and norms for legitimate behavior, and system characteristics influence business-to-business (B2B) customer acceptance of smart product-service systems (PSSs). This is important because many B2B customers are still reluctant to adopt smart PSSs. Drawing from a cross-industry survey with 160 managers of B2B firms and controlling for other major adoption drivers (e.g., privacy risk, organizational innovativeness), we find a non-linear effect of normative pressure on customers' intention to adopt smart PSSs. Furthermore, normative pressure particularly increases adoption intentions when customers perceive a high relative advantage from smart PSSs. Mimetic pressure positively affects adoption of customer input-oriented PSSs, whereas this effect is highly non-linear (U-shaped) for customer output-oriented PSSs. We extend adoption literature by analyzing non-linear effects of institutional pressures as well as its context dependence. From a managerial perspective, these findings show how suppliers can adapt their sales and communication efforts to effectively market smart PSSs.     

Female participation in African labor markets: The role of information and communication technologies

This article investigates the effects of information and communication technologies (ICT) on female labor force participation in a sample of 48 African countries. We specify and estimate linear regression and dynamic panel data models with fixed effects (FE) and system-generalized method of moments (SYS-GMM) estimation over the period 2001–2017. The three main results are that ICT use (mobile phone and internet) significantly stimulates female labor force participation in Africa; this effect is enhanced by financial development and female education; the effect of ICT on female employment in Africa is strongest in the industrial sector. These results remain robust to the provision of social, cultural, and institutional variables.     

Activating salesperson resilience during the COVID-19 crisis: The roles of employer event communication and customer demandingness

Business-to-business (B2B) sales sector is among the business sectors severely affected by the COVID-19 outbreak. It is critical to understand how to help the workforce in the B2B sales sector grow resilient through such a crisis. The main aim of this study is to examine the role of employer event communication in fostering B2B salesperson resilience. The data were collected from 447 sales employees from manufacturing firms in an Asian emerging market during the pandemic crisis. The results revealed the positive link between employer event communication and salesperson resilience. Deliberate rumination was detected as a mediator for the relationship between employer event communication and resilience. However, while the significant and negative association was observed between employer event communication and intrusive rumination, the non-significant relationship occurred between intrusive rumination and resilience. Customer demandingness moderated the effects of intrusive and deliberate rumination on salesperson resilience. Discussions on theoretical and practical implications are displayed.     

Managing R&D-marketing integration in the new product development process

Cross-functional coordination and collaboration between R&D and marketing is crucial to the success of the new product development process. By understanding how organizational characteristics influence the quality and quantity of information exchanged during the planning and implementation stages of innovation, managers can take steps to increase the communication within their firm, and thereby increase the probability of new product development success. This examines the effects of several organizational characteristics posited to play an important role in the effective cross-functional information exchange using data collected from 376 U.S. firms. The authors found (1) positive impacts on information exchange are attributed to a formalized system of procedural interaction, the quality of the cross-functional relationship, and a joint-rewards structure; and (2) the quality and quantity of cross-functional information exchanges are influenced negatively by the lack of credibility, and positively by rewards for interaction and a high quality of cross-functional relationship.     

Factors influencing employee perceptions in lean transformations

The purpose of the study was to investigate employee perceptions during a lean transformation.¹ The combination of case study and survey methodologies was used to define elements influencing the perceived lean success of shop floor employees. According to our findings, belief, commitment, work method and communication all have a considerable direct impact on workers' perceptions of lean success. However, their effects are very different based on the scope and focus of changes that is influenced by process characteristics. Perceptions regarding successful lean transformation during a moderate reorganisation of the company's welding plant, where mainly males work, are affected only by commitment and work method, whereas the deep reorganisation of the sewing plant (populated by female employees) is only influenced by belief and communication.     

EDI and business network redesign: why the two don't go together

Electronic Data Interchange (EDI) for communication between different corporate computer systems was expected to transform relationships between firms. However, this detailed study of three sectors of the UK publishing industry—the book trade; the magazine and newspaper trade; and newsprint supply to newspapers—found that EDI developed in a slow and incremental manner. This calls into question the radical visions of proponents of business network redesign.     

Formalization,Communication Quality,and Opportunistic Behavior in R&D Alliances between Competitors

For technology ventures (and also other firms), R&D alliances provide great learning opportunities and access to scarce resources. However, R&D alliances, in particular between competitors, also involve the concomitant threat of opportunistic behavior, which many firms attempt to manage by formalizing the partnership. Yet, prior research provided mixed findings suggesting that formalization alleviates opportunism, fails to do so, or, ironically, even promotes it. The questions of whether and, if so, when formalization can deter opportunism remains topical. This study differentiates two forms of opportunistic behavior, strategic manipulation and knowledge appropriation, and examines how they are affected by formalization per se and in combination with communication quality. Findings from 82 R&D alliances between competitors indicate that extensive formalization promotes opportunistic behavior. In contrast, communication quality mitigates the dysfunctional effect on strategic manipulation and also alleviates both forms of opportunism directly. Most effects vary with the type of opportunistic behavior. Our findings add to the literature by demonstrating a positive formalization–opportunism relationship in the context of R&D alliances and by suggesting that relational governance (communication quality) compensates for the dysfunctional effects of formal governance (formalization), rather than both having complementary relationships. The results also support the call for more research into nuances of opportunism: they show that differentiating forms of opportunism matters for understanding the efficacy of safeguards against opportunism. Managers are warned against over‐formalizing alliances, which spurs opportunism. Instead, they should cultivate an atmosphere of open communication while they can still maintain some “healthy distrust.” This attenuates the adverse effects of formalization, which is important since a certain level of formalization is often inevitable in R&D alliances.     

基于决策融合的多卫星通信系统态势分析技术

为了解决高轨宽带、高轨移动、低轨星座卫星通信系统融合使用时，运行态势不全面、不精确等问题，设计了基于决策融合的多卫星通信系统态势分析技术。首先，借鉴数字孪生理论，建立板卡级、设备级、节点级、网络级、应用级5个层级体系化数字空间模型。其次，提取数据特征，得到高质量数据样本。最后，通过决策融合分析方法，对数据样本运用多种算法进行初步分析，再将不同算法的分析结果进行融合得出最终结果。结果表明，基于决策融合分析，能够对真实多卫星通信系统的不同指标主题得出较好的分析结果。因此，决策融合得到的分析结果可以帮助卫星通信系统运维人员更好地优化多卫星通信系统的运行状态。