Taking services to foreign markets: A taxonomy of Brazilian service firms

This study develops a taxonomy of international service firms from an emerging market, Brazil, and assesses whether there are significant differences in international performance between the groups. After an extensive literature review, a survey was carried out with a sample of international service firms located in an emerging economy, Brazil. Using as a departure point two theoretical perspectives, the internationalization process theory and industrial organization theory, in addition to service dimensions extracted from the empirical service management literature, the study identifies four groups—large traditionals, generalist neophytes, solitary traditionals, and daring differentiators—based on firm characteristics, international services delivered, internationalization process characteristics, and international strategies adopted. The findings suggest that there are significant differences in performance between the groups.     

Influence of innovation on performance: analysis of Spanish service firms

The main objective of this research was to analyse innovation in service firms. In strategic management, the methodology of fit allows us to study the adjustment between two dimensions by revealing the internal consistency between them and its influence on the efficiency of firms. This paper is focused on the analysis of fit between types of services (classified according to intensity of innovation) and the innovation decisions made by these firms. The fit has been contrasted through the methodology of adjustment as an approach to the ideal profile. An important question in this paper consists in revealing whether the fit between the type of services and innovative decisions influences a firm's performance.     

Chinese customers' loyalty to international consulting firms

International consulting firms enjoy higher customer loyalty than domestic firms in China. This paper investigates an influence model of customer loyalty on international consulting firms that goes beyond traditional research. Using a sample of 231 companies receiving service from international consulting firms in China, structural model testing validated the idea that choice based on service quality and belief caused by halo effect together lead to the customer loyalty on international consulting firms. International consulting companies have some born advantage doing business in emerging markets such as China due to Chinese customers' belief caused by halo effect.     

The role of international hubs in a fashion retailer's sourcing strategy

The purpose of this paper is to evaluate the role of international hubs in a fashion retailer's sourcing strategy. In order to compete more effectively in a dynamic fashion market, retailers have adopted a low cost, offshore sourcing model to supplying their domestic market. There are three approaches which have been used to implement an offshore sourcing strategy; direct sourcing from the HQ, the use of intermediaries and international hubs. The aims of the research were to understand the motives behind the development of international hubs, identify their stages of development and determine both their strategic and operational role within fashion companies' global strategies. Research was carried out through semi-structured interviews with the heads of 3 international hubs, one buying office and the head of merchandising at the HQ in the UK of a subsidiary of a major UK fashion chain. Results show that hubs evolve from buying offices to multifunctional units, specialising in supplying particular products to the market. Although hubs perform important operational functions, there was little intra hub coordination and the headquarters exerted considerable control over their hubs with regard to overall sourcing strategies.     

Knowing your boundaries: Integration opportunities in international professional service firms

This study presents three different business models (continuous, repetitious, and unique) identified in international professional service firms that pursue a transnational strategy. These business models have varying opportunities for global integration. We extend the integration–responsiveness framework by offering a framework for analyzing how to balance global integration with local responsiveness when pursuing a transnational strategy. By identifying the content, structure, and governance transactions of the three business models, we can determine when to pursue headquarters-initiated global integration and when to choose strategies that ensure local responsiveness and subsidiary competitiveness in local markets.     

The influence of competition on international sourcing strategies in the service sector

Rising importance of service industries and international trade in services led to increased competition in the service sector. The aim of this study is to analyze the international sourcing behavior of service firms as a strategic means to contend with competition. Our theoretical predictions suggest that there is a U-shaped relationship between a service firm’s domestic competitive position and its pursuit of international sourcing: the relationship is first negative and at later stages positive. The international sourcing behavior of domestic competitors and inward investments of foreign rivals are expected to positively affect a service firm’s international sourcing magnitude. A large-scale empirical analysis using a panel of 579 German service firms supports our hypotheses.     

The increasing service intensity of European manufacturing

In this study, using fixed-effects models based on the manufacturing sector for 18 European Union countries for the period 1995–2008, we find that the employment share of service occupations is significantly and positively related to the output share of producer services in manufacturing. In particular, the increase in the output share of services accounts for an average of 13% of the increase in the share of service occupations. When service occupations are disaggregated by different categories, we find that the output share of services is significantly and positively related to the share of managers, professionals, and technicians. In contrast, the remaining service occupations do not benefit from the increase in service revenues. Finally, professionals and technicians are complementary to purchased services (from either domestic or foreign suppliers).     

Lessons from the COVID19 pandemic: The case of retail and consumer service firms

The COVID-19 pandemic has impacted business operations in every industry and sector around the world. Scholars, practitioners and policymakers continue to engage in understanding the effects of lockdowns, social distancing measures and other restrictions on trade; the impact of government stimulus and support measures, and how businesses have adapted their operations. The dynamic nature of the virus, and the changing socio-political and economic landscape, provide the opportunity for empirical scholarly research examining how retail and service firms have responded to the challenges and potential opportunities presented by the pandemic, and how owner/managers have pivoted in an (often) uncertain trading environment. This paper presents the findings of an applied study involving business owners (N = 268) of SME retail and service firms in the island state of Tasmania, in Australia, during the first wave of the pandemic in 2020. Findings show: (1) despite over 65 per cent of respondents reporting a downturn in revenue during 2020, almost 80 per cent indicated they had confidence in business survival heading into 2021; (2) whilst on average, businesses did not rate the level of environmental hostility as being particularly high, there was a significant correlation between perceived environmental hostility and assessment of business performance and with the level of confidence of business survival; (3) Australian federal government support and other stimulus measures were deemed crucial for business survival during 2020 with three quarters of businesses accessing the ‘JobKeeper’ scheme, and (4) businesses adapted their operations during the pandemic in terms of new products and services, increased marketing, pivoting their use of technology and promoting ‘localness’.     

The effects of absorptive capacity,knowledge sourcing strategy,and alliance forms on firm performance

This paper explores the relationship between absorptive capacity, knowledge sourcing strategy, alliance forms, and firm performance. Based on the literature, the concept of a knowledge sourcing strategy in alliance contexts is proposed, which can be categorised into two types: a knowledge internalisation strategy and a knowledge access strategy. From an organisational learning perspective, it is argued that a firm's absorptive capacity has a positive influence on a knowledge internalisation strategy, and accordingly a firm's choices of alliance forms are also influenced. R&D performance is also included in the theoretical model in order to generate further managerial implications. Instead of using conventional regression methods, structural equation modelling (SEM) is adopted to conduct path analysis, as SEM is well suited in verifying multiple-dependent models. The arguments advanced are supported by empirical analysis of a sample of 148 alliances.     

The influence of guanxi on physical distribution service quality availability in e-commerce sourcing fashion garments from China

The purpose was to investigate the influence of guanxi (personal relationships) on availability within physical distribution service quality (PDSQ) for sourcing high street fashion garments from China via e-commerce. The research reviewed articles on guanxi and although it is still widely considered important its contribution and nature appears to be changing as Chinese business practises and sourcing policy have matured over time. Qualitative research was used in two Chinese based case study companies with detailed access through semi structured face-to-face and telephone interviews. The findings suggest that personal relationships through guanxi can facilitate e-commerce availability of fashion product, particularly where there is limited lead time in the sourcing activity, although its form and application in each case study company and their respective supply network was not as widespread as had been previously reported. The form of guanxi was observed as personal relationships but some aspects of co-operative relationships were also found. Since the paper is based on a phenomenological ontology the findings are largely exploratory. Future research should focus on understanding physical distribution service quality and personal relationships in other sectors. Guanxi by definition is an unstructured array of socially-based relationships without a simplistic rationale or logic. By understanding how guanxi is applied in a supply chain management context will aid those practitioners involved in an e-commerce Chinese business practise.     

人民币国际计价功能的特点研究

随着中国对外开放程度不断提高,人民币逐渐走出国门,特别是党的十八大以来,人民币加入特别提款权(SDR),其国际货币的地位初步奠定。目前,人民币已成为全球第五大支付货币,全球已有60多个央行或货币当局将人民币纳入外汇储备。本文结合人民币国际计价功能的发展,对其特点进行了具体分析。研究发现:人民币计价功能的区域性特征明显,人民币在国际金融计价中的比重增长较快,增加人民币供给为其实现国际计价功能提供了有力保障,互联网和移动支付是实现人民币计价功能的重要通道。     

The foreign expansion of a service company: The case of ISS A/S

The internationalization of business increasingly is led by service sectors, particularly services based on highly skilled labour industries. This article explores a quite different range of services – those that employ low-skilled workers in labour-intensive services. The article is based on the case of ISS – International Service Systems – which over the past four decades has pursued an aggressive internationalization strategy. The article describes the foreign expansion history in the period from 1960 to the year 2000 that reflected the vision of top management in combination with the development of a unique business model. In order to explain its development, three theoretical frameworks are highlighted, and it is shown that the resource-based view offers a convincing frame of interpretation.     

Strategy and structure of service multinationals and their impact on linkages with local firms

Drawing on case studies of two leading UK service firms in five host countries (Argentina, Brazil, China, Korea and Malaysia), we examine how the strategy and organization of service multinationals shape the development of linkages with local firms in host economies. We find that there is reduced autonomy of subsidiaries to engage with local firms as a result of relatively centralized strategies of multinationals. Because of global policies ensuring consistency of services or global sourcing policies to reduce costs, service multinationals tend to prefer global suppliers. Backward linkages occur in a few cases when the relationship can be a vehicle for market expansion for the multinational in a particular host market. Local governments play an important role in the cases where backward linkages are developed.     

黑龙江省国际化物流园区建设的思考

创新物流服务外包业务可以为黑龙江省对外贸易的发展提供重要的保障和支持.分析黑龙江省物流园区的发展现状、存在的问题,并提出发展对策,具有理论和现实意义.     

International franchise expansion of service chains: insights from the Spanish market

This paper attempts to identify the effects of several variables on the international expansion pursued by Spanish service franchise chains. These include: management and franchising experience, brand awareness, the international franchise ratio, and a franchisor's size. Specifically, the study looks at 125 franchisors doing business in 44 foreign countries in late 2009. Findings allow us to conclude that management and franchising experience, together with brand awareness, the international franchise ratio and company size are significantly associated with (i) the number of countries where the chain has a presence; (ii) the number of operational outlets the franchisor has abroad, and (iii) the number of years the chain has been operating overseas.     

Appropriability as the driver of internationalization of service-oriented firms

An important factor facilitating the internationalization of product-oriented companies is an appropriability regime allowing a firm to become the sole or dominant provider of specific products. The challenge for service firms is that many appropriability mechanisms, such as patents, are traditionally targeted at protecting tangible products and processes from imitation. In this study, we address this issue and examine the role of appropriability conditions as a facilitator of internationalization in the service sector. The results collected from the analysis of 209 firms suggest that a strong appropriability regime (especially in terms of formal mechanisms) positively affects the internationalization of service industry firms.     

Connecting India: the rise of standards in service offshoring

This paper explores the role of international standards in the globalisation of the service economy. Various strands of economic analyses consider that core attributes of services affect their ability to be reliably delocalised, industrialised, and standardised. In contrast, international political economy (IPE) approaches draw attention to power configurations supporting conflicting use of standards across industries and nations. The paper examines the case of the Indian service industry in business process outsourcing to probe these opposing views. The findings suggest that standards matter in types of services conventionally identified as unlikely to be standardised, and that their use raises little conflict. An IPE perspective on service standardisation highlights, however, the importance of potential power issues likely to be included in more progressive forms of standardisation.     

跨国反向服务外包模式对制造业生产率影响的比较研究

本文结合2002~2011年制造业16个行业的投入产出面板数据,深入比较研究跨国反向服务外包3种模式,即跨国反向信息技术外包、跨国反向业务流程外包和跨国反向知识流程外包对制造业生产率的影响。这3种模式对当前制造业生产率均为负向影响,且跨国反向信息技术外包对生产率负向影响最小,跨国反向知识流程外包对生产率负向影响最大;3种模式对未来生产率的负向影响程度均会减弱,且跨国反向信息技术外包减弱程度最大,跨国反向知识流程外包减弱程度最小;这3种模式中,跨国反向知识流程外包投入变化对生产率变化呈正向显著影响,其他两种模式投入变化对生产率变化呈负向不显著影响。     

Determinants of proactive innovative behaviour in new services: empirical investigation of service versus manufacturing firms

The research performs a complete analysis of the differences between services and products based on factors associated with the innovation process. The research analyses the factors/dimensions and their repercussions that determine firms' capacity to adapt to their environment and observes how the critical dimensions of the innovation process influence the gap generated by the difference in the firm's current level of innovation and the level developed by the competition. The results show that the client's participation in the process of innovation is greater in service firms that possess a larger innovation gap and are more proactive. The opposite is the case for formalization and decentralization, which occur in lower levels in this kind of firm. Further, decentralization and formalization are lower in service than in manufacturing firms.     

Exploring service design in the context of architecture

Development of services is a demanding task and requires new perspectives as well as appropriate tools and techniques. This paper forms an overview of the concept of service design, which has recently gained ground. This concept is applied to an empirical study, which explores how professional designers develop services. The main method of the study is participant observation taking place in an architect's office. As a result, the study describes in detail how services are designed in the context of architecture. The study suggests that professional designers apply several methods, which could increase our understanding of service design and service development.