How customer knowledge affects exploration: Generating,guiding, and gatekeeping

The importance of understanding customers in order to sustain the long-term success of the company has been claimed by academics and practitioners for decades, to the point that the claim has turned into a truism. And still, the role of customer knowledge in organizational renewal, especially via explorative new product development (NPD), remains ambiguous. While existing literature generally emphasizes the value of customer knowledge, critics argue that a strong customer focus can also de-motivate and misguide exploration. This study adds clarity to our understanding of this tension by drawing from an intensive analysis of the corporate archives of a rapidly growing high-tech company. The authors trace the impacts of customer knowledge on twelve explorative NPD projects. The findings reveal three distinct mechanisms through which customer knowledge influences exploration: generating, guiding, and gatekeeping. The impact of customer knowledge on exploration depends on the selective deployment of these mechanisms. The authors further argue that managers should seek to find a fit between the deployment of customer knowledge mechanisms and the exploration project type in order to increase the likelihood of exploration project success.     

Employee acceptance of digital monitoring systems while working from home

Digitalisation and COVID-19 led to an expansion of remote work arrangements, raising the question of whether and how employers should monitor remote workplaces. However, before the implementation of monitoring methods, it is important to consider employees' acceptance of this approach. Therefore, we contribute to current research on electronic performance monitoring by empirically investigating employees' evaluations of performance monitoring at home. This paper presents an analysis of how certain monitoring technologies for work-from-home arrangements are perceived as undesirable and whether other job aspects can compensate for these unattractive monitoring components. Using an experimental factorial survey design, German employees evaluated remote work arrangements with randomly varying characteristics. We show that respondents accept a certain degree of monitoring at home but increasingly reject monitoring systems as they become more invasive. However, in some cases, the negative impact of monitoring at home can be mitigated by certain incentives, such as money or the purpose of monitoring.     

The effects of GSCM drivers and institutional pressures on GSCM practices in Taiwan’s textile and apparel industry

This empirical study of Taiwan’s textile and apparel manufacturers investigates the relationships between green supply chain management (GSCM) drivers (organizational support, social capital and government involvement) and GSCM practices (green purchasing, cooperation with customers, eco-design and investment recovery). It also studies moderating effects by institutional market, regulatory and competitive pressures. Through hierarchical moderated regression analysis, the results of this research show that (1) except for investment recovery, the other three GSCM practices are positively affected by GSCM drivers; (2) investment recovery is positively affected only by organizational support; (3) market pressure has no moderating effects on most of the relationships between GSCM drivers and GSCM practices; (4) regulatory pressure has positive moderating effects on most of the relationships between GSCM drivers and GSCM practices; and (5) competitive pressure has negative moderating effects on most of the relationships between GSCM drivers and GSCM practices. Finally, the implications of this study and future research are discussed.     

The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior

This research investigates whether customer justice perception influences affect and, in turn, customer citizenship behavior and customer dysfunctional behavior. Drawing on the social exchange theory and frustration-aggression theory, this paper argues that distributive justice, procedural justice, and interactional justice influence positive affect as well as negative affect. Furthermore, this study argues that positive affect influences customer citizenship behavior, while negative affect influences customer dysfunctional behavior. To test these relationships, the present study uses data from 209 executive-MBA students and 68 buyer companies. The results of the structural equation analysis reveal that most of these hypotheses are supported. Following a discussion of the results, research limitations and directions for future research are offered.     

An inventory and order admission control policy for production systems with two customer classes

In this paper we examine a Markovian single-stage system producing a single item to satisfy demand of two different customer classes. A simple threshold type heuristic policy is proposed for the joint control of inventories and backorders. Explicit forms of the steady-state probabilities under this policy are derived and used to assess the average profit rate of the system and determine the optimal control parameters. Certain properties of the average profit rate are established and used to develop computationally efficient algorithms for finding the optimal control parameter values. Numerical results show that the proposed policy is a very good approximation of the optimal policy and outperforms other commonly used policies.     

Coordinating and competing in ecosystems: How organizational forms shape new technology investments

We consider firms in the context of their business ecosystems and explore how differences in the ways in which firms are organized with respect to complementary activities affect their decision to invest in new technologies. We argue that, in addition to creating differences in incentives and bureaucratic costs, firm‐complementor organizational form plays an important role in the firm's ability to coordinate accompanying changes in complementary activities so as to shape the benefits from investing early in the new technology. We test our predictions in the U.S. healthcare industry from 1995–2006. The study makes a strong case for viewing firms' competitive strategies in the context of their business ecosystems and for the existence of an important link between firms' coordination choices and their strategic investments. Copyright © 2012 John Wiley & Sons, Ltd.     

Ecological uncertainty,adaptation, and mitigation in the U.S. ski resort industry: Managing resource dependence and institutional pressures

We draw on resource dependence and institutional theories to study how firms manage uncertainty in nature (ecological uncertainty) in the U.S. ski resort industry. Through resource dependence theory, we develop the concept of ecological uncertainty and explain its effects on firms' access to and management of natural resources. We then predict that firms adapt to ecological uncertainty with natural‐resource‐intensive practices, as well as practices that attempt to mitigate its underlying causes. Using institutional theory, we also predict that environmental expectations moderate these responses. Our results indicate that firms did manage ecological uncertainty by adopting natural‐resource‐intensive practices, but not mitigation practices. They also show that stronger environmental expectations constrained firms from adopting natural‐resource‐intensive practices and promoted their adoption of mitigation practices in response to ecological uncertainty. Copyright © 2015 John Wiley & Sons, Ltd.     

The impact of customer attractiveness and supplier satisfaction on becoming a preferred customer

This paper discusses how a firm can become preferred customer, defined as a particular buying firm to whom the supplier allocates better resources than less preferred buyers. Two concepts play a central role for a firm aiming to become preferred customer: (i) customer attractiveness and (ii) supplier satisfaction. However, the current literature still lacks a clear discussion on the conceptual differences between these constructs and their attributes and is ambiguous with regard to the relationships between the concepts. This study addresses these shortcomings. We examine customer attractiveness and supplier satisfaction as distinct conceptual variables and test how these constructs relate to each other and to preferred customer status. We build upon practitioner input and survey data from 91 suppliers to do so. Our analyses show that the impact of customer attractiveness on preferential resource allocation from suppliers is significantly mediated by supplier satisfaction. These findings expand the current understanding of these concepts. In addition, our findings might help managers better evaluate their relationships with suppliers and align their strategies accordingly to obtain better resources from their suppliers.     

How organizations promote person-environment fit: using the case of japanese firms to illustrate institutional and cultural influences

The majority of person-environment (P-E) fit studies have been conducted in the Western context and little is known about the process through which organizations promote P-E fit. In this paper, I illustrate how Japanese organizations promote multiple types of P-E fit through their human resource practices. I also develop conceptual models in which promoting P-E fit in Japanese firms is contrasted with that of U.S. firms. The case and models suggest that institutional and cultural contexts affect the way organizations promote P-E fit. Future research directions for a better understanding of P-E fit management especially in the Asia-Pacific region are discussed.     

How family influence,socioemotional wealth,and competitive conditions shape new technology adoption

Research summary : In family businesses, investment decisions often involve both socioemotional wealth and economic considerations. Focusing on new technology adoption, we argue that multiple dimensions of socioemotional wealth contribute to complex effects within different types of family firms—depending on the level of family control—as well as in contrast to non‐family firms. Results based on cable TV operators from 1983 to 1987 confirm that family ownership correlates negatively with technology adoption, especially when family owners hold a minority rather than majority position. We also show contingencies based on performance improvements and competitive threats. Our arguments contribute new insights about the tensions between economic and socioemotional factors within minority family ownership that are absent from non‐family firms and more pronounced than in majority family firms. Managerial summary : We find evidence of greater reluctance toward new technology adoption among firms with minority family influence than majority family influence. This suggests that goals related to socioemotional wealth only partly explain the cautious decision‐making observed in family firms, with further caution arising from conflicting priorities between family and non‐family owners. Recent performance improvements help offset the reluctance to adopt new technology, albeit to a lesser degree among firms with minority family ownership. High levels of competitive threats also offset the reduction in new technology adoption, and contrary to expectations, to a greater extent among minority family firms. Copyright © 2016 John Wiley & Sons, Ltd.     

Land pressures,the evolution of farming systems,and development strategies in Africa: A synthesis

Evidence assembled in this special issue of Food Policy shows that rising rural population densities in parts of Africa are profoundly affecting farming systems and the region’s economies in ways that are underappreciated in current discourse on African development issues. This study synthesizes how people, markets and governments are responding to rising land pressures in Africa, drawing on key findings from the various contributions in this special issue. The papers herein revisit the issue of Boserupian agricultural intensification as an important response to land constraints, but they also go further than Boserup and her followers to explore broader responses to land constraints, including non-farm diversification, migration, and reduced fertility rates. Agricultural and rural development strategies in the region will need to more fully anticipate the implications of Africa’s rapidly changing land and demographic situation, and the immense challenges that mounting land pressures pose in the context of current evidence of unsustainable agricultural intensification, a rapidly rising labor force associated with the region’s current demographic conditions, and limited nonfarm job creation. These challenges are manageable but will require explicit policy actions to address the unique development challenges in densely populated rural areas.     

Practices and functions of customer reference marketing — Leveraging customer references as marketing assets

This multiple-case study focuses on the practices and functions of customer reference marketing and on the ways through which customer references can be deployed as marketing assets. Analysis of 38 interviews with managers in four case companies suggests that customer references can be leveraged externally as marketing assets to (1) gain status-transfer effects from reputable customers, (2) signal passing a selection process, (3) concretize and demonstrate complex solutions, and (4) provide indirect evidence of experience, previous performance, technological functionality, and delivered customer value. Customer references can also be leveraged internally to (1) facilitate organizational learning, (2) advance offering development, (3) motivate personnel, and (4) develop understanding of customer needs, internal competencies, and delivered customer value. By identifying the practices and functions related to customer reference marketing, the paper deepens understanding of this highly relevant but relatively under-researched phenomenon and contributes to the literature on customer-based marketing assets.     

The drivers of customer attractiveness,supplier satisfaction and preferred customer status: A literature review

In this paper, we focus on the preferential treatment of buyers by their suppliers. As there is a lack of detailed information regarding the reasons that suppliers serve some buyers better than others, our research addresses a supplier's evaluation of customers and how this evaluation can be influenced by buyers. To give an overview of the drivers of preferential treatment by suppliers, the provided literature review covers three research fields that are considered crucial to this issue: (i) customer attractiveness, (ii) supplier satisfaction and (iii) preferred customer status. By integrating these research topics, we provide a state-of-the-art analysis and overview of the various drivers of preferential treatment, build a preliminary conceptual model and suggest several directions for future research. The identification of the drivers and the resulting conceptual framework can serve as a stepping stone for additional research in this new field.     

The moderating effect of control systems on the relationship between commission and salesperson intrinsic motivation in a customer oriented environment

Using a social psychology theory, Cognitive Evaluation Theory (CET), the authors show how commission compensation can be viewed as a sales performance contingent reward and the extent of its use to reward performance, coupled with a sales control system, impacts salesperson intrinsic motivation in a relationship selling environment. In essence, the sales control mechanisms modify the impact of the commission based on whether it is perceived as controlling or informative. This is empirically tested using a sample of business-to-business salespeople. Partial support for three hypothesized relationships is shown providing preliminary evidence that CET is a way to study the integration of commission compensation rewards, sales control systems, and motivational impact. Implications of the findings for theory and for managers are considered, along with suggested directions for future research.     

Provider and relational determinants of customer solution performance

Given the increased use of business-to-business customer solutions, it is important to understand what factors may influence solution performance. Although the literature has addressed a wide number of areas related to customer solutions, there is limited knowledge on the specific issue of customer solution performance. This study contributes to the emerging value co-creation literature by investigating the influence of solution provider determinants and relational interactions between the provider and client on customer solution performance. The findings from an empirical study of a sample of high-tech companies in China reveal that the provider's adaptiveness, customer emphasis, and cross-functional coordination are positively related to customer solution performance. In addition, relational interactions of joint problem solving and conflict management play a positive role in enhancing solution performance. These findings offer important theoretical and managerial implications for the management of customer solutions.     

Interactive strategy formation: Organizational and entrepreneurial factors related to effective customer information systems practices in B2B firms

Interactive marketing requires that a firm learn about its customers and remember what the customer has said to personalize communications and customize product offerings to those customers. This type of marketing requires that customer information be actively managed because information from and about the customer is the core of marketing decision-making. In-depth interviews with 17 managers in five firms identified specific organizational and entrepreneurial factors pertinent to the strategic management of customer information. The research suggests that interactive marketing require a company that can itself be interactive with its internal and external environment to create strategies that can succeed in a changing environment.One exemplary company was compared to four others to uncover organizational issues and processes leading to effective management of customer information. Using the Resource-Based View and the importance of the effective management of intangible assets as its starting point, this research illuminated the processes involved with collecting and disseminating information and highlighted the firms' struggle with issues of inter-functional conflict. Perhaps most importantly, from a strategy-formation point of view, customer-centric strategies related to customer information management were found to be developed interactively, as a dialogue between middle and upper management, using customer data and competitive trends.     

Independent boards and the institutional investors that prefer them: Drivers of institutional investor heterogeneity in governance preferences

Institutional investors report that they prefer to invest in firms with greater board independence despite the fact that researchers have been unable to demonstrate a link between board independence and firm performance. We investigate whether differences among institutional investors affect these preferences. We find that trading strategies have some effect but that mutual funds—facing the strongest institutional pressures—have significantly stronger preferences for firms with greater board independence than do other types of institutional investors. This suggests that institutional investor preferences for independent boards are at least partially driven by institutional pressures rather than anticipated reductions in agency costs. Copyright © 2013 John Wiley & Sons, Ltd.     

电力体制改革后多经企业怎么办

目前电力多经企业的效益大多来自行业效益，盈利能力也不是公平竞争意义上的市场盈利能力，主要是取决于对主业内部市场的专营及其电力垄断地位所带来的相关外部市场份额。试想随着我国加入WTO和电力体制改革的深入，垄断必将被打破，专营的特权也随之被消除，面临生存挑战，多经企业真正的竞争实力何在？当优势已成往事时，我们不仅要问：多经企业怎么办?从产业结构分布看，当前许多企业面临困境，建安、电力设备制造和物资经营占绝大多数，而能够走向市场参与竞争的企业很少，且大多数都无效益，高科技产品更是少得可怜，竞争呈弱势。较…     

How new top managers use control systems as levers of strategic renewal

This research is a longitudinal study of 10 newly-appointed top managers; the research focuses on understanding (1) their business vision and strategy and (2) how they use formal control systems as levers of strategic change and renewal. The results reported in the paper are based on data collected over a period of approximately 18 months following the appointment of each new manager. Analysis of the data suggests that control systems are important levers used to manage both evolutionary and revolutionary change. In situations of strategic change, control systems are used by top managers to formalize beliefs, set boundaries on acceptable strategic behavior, define and measure critical performance variables, and motivate debate and discussion about strategic uncertainties. In addition to traditional measuring and monitoring functions, control systems are used by top managers to overcome organizational inertia; communicate new strategic agendas; establish implementation timetables and targets; and ensure continuing attention to new strategic initiatives.     

CRM systems and organizational learning: An exploration of the relationship between CRM effectiveness and the customer information orientation of the firm in industrial markets

The firm's customer relationship management (CRM) system is frequently a central element of the knowledge management function of the firm. It integrates information from internal and external sources to guide managers and field personnel in the development and presentation of the firm's value proposition. But despite the widespread adoption of CRM systems by firms operating in business-to-business markets, there is continued management skepticism concerning the effectiveness of these systems and their association with the firm's overall “customer information orientation.” The present study seeks to shed light on these topics by evaluating the relationship between the customer relationship orientation of the firm and its use of CRM, as well as the association of CRM use with overall firm performance in B-to-B settings across a range of traditional business performance measures. The authors employ a multi-method approach to determine the key variables, including: database currency, internal database utilization, database accuracy and performance based reward systems utilized to operationalize the construct “the firm's customer information orientation” in order to develop statistical measures of the relationships of selected variables. The results of the study provide support for the finding that customer information orientation is indeed associated with CRM system implementation and that CRM use is associated with firm performance in B-to-B markets.