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New corporate developments, such as globalization, diversification and process orientation, are posing a challenge to the degree of integration of business application software. International standard software designed to meet the requirements of all types of business is acquiring greater strategic significance. The increased need for flexibility, localization, and scalable growth makes it necessary for highly integrated businesses applications to be distributable. Possible scenarios reflect managerial and organizational requirements. Additional mechanisms must be incorporated and business processes adapted to compensate for the increased autonomy of sub-applications. Reprint of an article from WIRTSCHAFTSINFORMATIK 35(5)1993:455–464. This article is also available in German in print and via http://www.wirtschaftsinformatik.de: Kagermann H (2008) Verteilung integrierter Anwendungen. WIRTSCHAFTSINFORMATIK. doi: 10.1007/s11576-008-0134-x. 相似文献
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《Journal of Strategic Marketing》2012,20(2):157-172
Job design is an effective manner for influencing the conduct of employees. However, research has not yet considered how job characteristics are associated with other organizational factors to promote employee attitudes and behaviors in a more sustainable way. The authors develop a structural model that addresses this gap with data from services. The results provide broad support for the proposed model, indicating that, perceptions of a customer‐oriented culture, autonomy, and behavior‐based evaluation systems are associated with task variety, identity, and supervisory support. 相似文献
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AI-chatbots as frontline agents promise innovative opportunities for shaping service offerings that benefit customers and retailers. Examining current practice through the lens of agency, as defined by Social Cognitive Theory, we present a 3-level classification of AI-chatbot design (anthropomorphic role, appearance and interactivity) and examine how the combination of these three aspects of chatbot design impacts on the complementarities of agency. Recognizing current implementation challenges, we advance that the complementarities of agency at each level are the lynchpin mechanism that translates AI-chatbot design into service relevant outcomes. We develop a research agenda focused on the emotion interface, resolution of the proxy agency dilemma and development of collective agency to support the implementation of AI-chatbots as frontline service agents. 相似文献
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Filipe Jorge Coelho Mário Gomes Augusto Arnaldo Fernandes Coelho Patrícia Moura Sá 《The Service Industries Journal》2013,33(8):1343-1357
Satisfaction of customers' needs is particularly dependent upon the customer orientation of frontline employees. Understanding the drivers of such orientation is, therefore, a key issue in current research. Research relating perceptions of organisational values with the customer orientation of employees is rather sparse. This topic is approached by investigating the role of selected dimensions of psychological climate in promoting the customer orientation of frontline service employees. A structural equations model is developed and empirically tested, indicating that perceptions of customer, ethical, and innovation climates exert an indirect effect on the adoption of customer-oriented behaviours by frontline employees. 相似文献
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This article offers a conceptual and empirical view on the potential for innovation impulses stemming from the supplier-customer
interface as a more or less unplanned by-product of customer contact of service companies.
The empirical findings support the existence of a considerable innovation potential at the supplier-customer interface. Determinants
of this source of innovation are identified and suggestions are made as to how companies can tap this potential.
A translation of all German literature titles is provided in parentheses 相似文献
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Ruo Yong Zhang Xin Mei Liu Hai Zhen Wang Li Shen 《The Service Industries Journal》2013,33(14):2355-2372
Drawing on a sample of 368 frontline employees and 45 managers from five Chinese banks, this study examined the relationship between service climate and frontline employee service performance, including in-role and extra-role performance, and the difference of this relationship considering the moderating role of employee's emotional experience (job stress and organizational identification). Empirical results indicated the positive effect of service climate on service performance as hypothesized. Moreover, job stress negatively moderated the relationship between service climate and extra-role performance, while organizational identification positively moderated the climate–performance relationship. 相似文献
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HIS中的未来核心——客户关怀系统 总被引：3，自引：0，他引：3
将在企业应用中较为成熟的客户关系管理(CRM)的概念引入医院信息管理中。在HIS系统结构层和实施层上体现“以客户为中心”的思想,阐述了客户关怀系统的基本构架。对如何在HIS中建立客户关怀系统和客户关怀系统的未来的主要发展方向提出了几点意见。随着我国医院信息化的投入水平和医疗卫生服务质量的不断提高,客户关怀系统在未来将成为医院信息系统的核心组成。 相似文献
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Corporate philanthropy describes the action when a corporation voluntarily donates a portion of its resources to a societal cause. Although the thought of philanthropy invokes feelings of altruism, there are many objectives for corporate giving beyond altruism. Meeting strategic corporate objectives can be an important if not primary goal of philanthropy. The purpose of this paper is to share insights from a strategic corporate philanthropic initiative aimed at increasing the pool of frontline customer contact employees who are performance-ready, while supporting curriculum development and infrastructure improvement for selected university business programs, creating a win-win situation for the company and the universities. This paper will address three objectives. First, we will examine the evolution of strategic philanthropy from the traditional view to its current position as a strategic option. Second, we will address the recruitment of front line talent needs (customer facing jobs in sales, customer service, and marketing) based on the profit maximization model of strategic philanthropy. Finally, we will offer conclusions and issues for future research. 相似文献
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第三方认证制度是国际公认的报刊发行量的稽核制度,在世界各地已经广泛运用,但是,这种制度在我国一直难以推广在一定程度上影响了我国期刊的市场化运作和国际化竞争。我们认为这主要是由于我国的某些期刊过分强调自身的利益而忽视了读者和广告客户的利益。 相似文献
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We analyze the direct investment versus export decision of a multinational firm in competition with a potential entrant in a host country. We consider a workers' skills asymmetry between the host and the multinational home countries. We also give the multinational the possibility to train all (or a part of) the hired workers when investing. We show that an improvement in the workers' skills in the host country does not systematically increase the multinational incentive to invest. We also demonstrate that the tariff-jumping investment can improve the welfare of the host country even if it excludes the local firm from the market. 相似文献
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《Journal of Strategic Marketing》2012,20(3):189-208
Using data from frontline hospital employees (FHEs) in a major New Zealand public hospital, this study expands previous research on the relationship between job demand stressors and burnout, and examines the role of customer orientation (CO) as an organisational level variable in the burnout process. The study results show that burnout symptoms partially mediate the effects of job demand stressors on FHEs self-evaluation of their ability to do their job. Besides having a direct negative impact on depersonalisation and reduced personal accomplishment, CO also buffers the dysfunctional effects of job demand stressors on reduced personal accomplishment as well as the dysfunctional effects of emotional exhaustion on depersonalisation. Implications of the results are discussed and future research avenues are offered. 相似文献
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《Journal of Retailing》2019,95(2):94-114
The rapid development of augmented reality (AR) is reshaping retail frontline operations by enhancing the offline and online customer experience. Drawing on mental imagery theory, this paper develops a conceptual framework to reflect how AR emulates customer’s cognitive processes offloading those to the technology. Consequently, the AR-enabled frontline improves decision comfort, motivates positive WOM and facilitates choice of higher value products. The underlying mechanism is a sequential mediation via improved processing fluency and decision comfort. The findings also demonstrate boundary conditions of customers’ visual processing styles and product contextuality. Object-visualisers benefit more from AR induced imagery processes, and the effect of processing fluency on customer decision comfort is moderated by product contextuality. The results are verified with repeat studies to control for novelty of AR, and a field study that highlights the impact of AR on customers’ choice and spending. We discuss implications for theory and practice of AR-enabled frontline retailing. 相似文献
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Based on data collected from frontline bank employees in Northern Cyprus as the study setting, the authors developed and tested a model, which investigated the effects of core self-evaluations on customer-related social stressors and emotional exhaustion. The researchers' model also tested the impacts of these customer-related social stressors on emotional exhaustion. The results indicated that employees with positive core self-evaluations experienced low levels of disproportionate customer expectations, customer verbal aggression, and ambiguous customer expectations. Such employees were also confronted with less-disliked customers. In this study, it was found that employees who were susceptible to ambiguous customer expectations were emotionally exhausted. In contrast, the findings did not lend any empirical support to the effects of disproportionate customer expectations, customer verbal aggression, and disliked customers on emotional exhaustion. 相似文献
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面对社会化媒体时代的到来,城市品牌传播该做怎么样的思考?本文基于社会化媒体用户生产并传播内容与用户彼此间的关系为社会化媒体发展的双驱动力的认知之上,围绕社会化媒体时代城市品牌传播发起者的可知与未知、社会化媒体平台在城市品牌传播中的角色认知、政府机构在社会化媒体时代城市品牌传播中角色的认知、社会化媒体时代城市品牌传播渠道认知等几点对社会化媒体时代城市品牌传播展开探讨。 相似文献
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ABSTRACTThis study hypothesizes and empirically tests the influence of involvement of (1) frontline employees and (2) top managers in ideation process on healthcare service innovation quality. Based on data from 168 service innovation projects in Dutch healthcare organizations, the empirical results indicate that frontline employee involvement and top management involvement in, respectively, idea generation and idea application both improve the quality of healthcare service innovation. We find that the positive effect of frontline employee involvement is stronger under the condition of higher service innovativeness. In the direct relationship of top management involvement and healthcare service innovation quality, our data do not show such a moderating effect. The key and general managerial implication of the findings is that healthcare organizations are inspired to involve frontline employees in the idea generation processes and involve top managers in the idea application processes of service innovation projects, in order to improve innovation quality. 相似文献
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The aim of this study is to focus on the service innovation culture (SIC) in the formation of frontline employees’ (FLE) innovation performance based on two fit theories. More specifically, the research evaluates and examines the mediating role of challenge-oriented citizenship behavior (COCB) and charged behavior in the aforementioned relationship. To test the hypotheses, two-step structural equation modeling with bootstrapping estimation was conducted in AMOS, using data from 215 full-time frontline hotel employees over a one-month time period. This study establishes that the development of a SIC is positively related to the innovation performance of FLE. Likewise, the results indicate that there is a partially mediating role for the COCB and expanded charged behavior (encompassing vitality and creative self-efficacy) of FLE in the relationship between SIC and innovation performance. The findings of this study highlight the need for managers to incorporate a secure and trusting work environment so FLE will eagerly participate in the service innovation process by voicing their novel ideas. Managers can also consider the significance of the employee selection procedures and take advantage of employing university graduate for frontline service jobs. 相似文献
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网络交易市场的不断增长,第三方支付方式的使用日益广泛,第三方支付机构所管理的客户备付金也不断增多。法理上,第三方支付机构客户备付金及其孳息的所有权应该由第三方支付机构的客户所享有;实际上,第三方支付机构客户备付金的孳息难以分配给其所有者。设立一个第三方机构代表第三方支付机构客户行使所有权,并完善相关立法,不失为解决这一问题的最好的途径。 相似文献
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Leslie de Chernatony Professor of Brand Marketing Susan Drury Research Fellow in Services Branding Susan Segal-Horn Professor of International Services Management 《The Service Industries Journal》2013,33(1):5-21
This article examines the pragmatic use of triangulation to assess services brand success, and the theoretical and practical issues faced employing the technique. This is illustrated via a UK case study using triangulation to assess the relative success of services brands, so successful versus less successful brands could be investigated in a larger research project. This article concludes that triangulation is a helpful technique in the assessment of complex and multi-faceted concepts such as services brands' success. It offers a more balanced, holistic picture than would any one method alone, and it enabled the selection of particular brands with more confidence for the next stage of research. 相似文献