Killing two birds with one stone: Cross-selling during service delivery

Operational efficiency is a central goal of service firms. The past decade witnessed the replacement of people with IT systems in service industries, yet the spotlight recently shifted to how frontline employees (FLEs) might perform a dual role by achieving sales and service goals simultaneously. This study examines the predictive ability of three well-established constructs (psychological climate perceptions, leader–member exchange, and employee self-efficacy) to model sales and service performance empirically across a range of service settings. The authors also examine the moderating impacts of environmental dynamism and employee experience, to identify the conditions in which climate, leader–manager exchange, and self-efficacy have greater or weaker impacts on FLEs' ability to meet both sales and service targets. The results indicate the significance of all three main effects in driving sales and service performance and support the moderating effects of environmental dynamism and experience.     

Lean, take two! Reflections from the second attempt at lean implementation

It’s not easy being lean. And for many companies, getting lean right the first time does not always happen. Lean is a management philosophy focused on identifying and eliminating waste throughout a product’s entire value stream, extending not only within the organization but also along the company’s supply chain network. Lean promises significant benefits in terms of waste reduction, and increased organizational and supply chain communication and integration. Implementing lean, however, and achieving the levels of organizational commitment, employee autonomy, and information transparency needed to ensure its success is a daunting task. This article describes in detail two lean implementation projects within the same company: a global manufacturer of food processing machines and equipment. The first project was a failure, while the second is viewed as a success. Examining these projects in detail, the major criteria and conditions that led to either lean failure or lean success are identified. Based on these conditions, we highlight a number of lessons learned, all of which may help other organizations ensure the success of their own lean implementation and improvement efforts.     

The motivation of international entrepreneurship: The case of Chinese transnational entrepreneurs

The ventures of transnational entrepreneurs (TEs) are a new business phenomenon, representing a fluid context in which established arrangements may be expected to change. In terms of one particular relationship, motivation has been found to be a key construct in international entrepreneurship (IE) research, with two established features of motivation comprising entrepreneurial vision and its implementation. At the same time, nationality has been found to be a consistent influence on entrepreneurial orientation through the impact of culture. Employing qualitative case study methods, this paper investigates these relationships in the new context of the internationalization of Chinese TEs socially embedded in their host and home countries. Subtle changes in established patterns of IE motivation are detected, and Chinese cultural influence may also be weakening to meet the environment of host countries.     

Driving health IT implementation success: Insights from The Christ Hospital

The application of information technology to healthcare promises significant benefits, particularly with regard to innovations in improving both clinical and administrative processes. However, to date, few studies have been devoted to understanding the process of implementing a hospital's clinical and business systems and the drivers of success. In this article, we describe a major HIT implementation undertaken by The Christ Hospital (TCH). Specifically, we report on TCH's efforts to separate from a well-established, multi-facility healthcare delivery network and move toward providing world-class patient care on its own. Here, we examine how different stakeholder perspectives, rather than causing conflict, were capitalized on via a collaboration-intensive process. These stakeholders included administrators, physicians, nurses, and other hospital staff, as well as external vendors and TCH's consulting partner. This project is unique due to the speed and spirit of collaboration with which it was accomplished. Our findings have a number of generalizable lessons for practice and implications for research.     

Customer co-creation projects and social media: The case of Barilla of Italy

This article investigates a social media-enabled, customer co-creation project that employs front-end innovation (FEI) at a well-known, large-scale food manufacturer. It sheds light on the role of social media technology in transforming the characteristics of FEI in terms of boundaries and knowledge distance. What type of exploratory or exploitative innovation ideas does a project of this sort enable? How did the project evolve? What lessons can be learned from this project? A longitudinal case study of Barilla was carried out through two rounds of interviews with marketing, business development and innovation, and digital communication managers. The evidence gathered highlights the emergent evolution of this customer co-creation project from an initial stage of idea exploitation to a more complex and fruitful stage in which both exploitation and exploration were simultaneously accomplished.     

Building entrepreneurial tie portfolios through strategic homophily: The role of narrative identity work in venture creation and early growth

In this article, we present the results of a case study of an entrepreneur who successfully founded and grew a venture underpinned by a portfolio of strongly homophilous, dyadic ties. Building on our case, we discuss how the entrepreneur strategically constructed these ties through a form of narrative identity work, explore the shared identity narratives that he used to do so, and highlight the heterogeneous nature of the resulting tie portfolio. We go on to explore the factors that motivated the entrepreneur to purposefully construct an entrepreneurial tie portfolio in this way. Building on our findings, we discuss the nature of narrative identity work and its role in creating homophilous ties, explore the connection between the resulting shared identity narratives and trust, and discuss the central role of values in strategic homophily.     

Consortium benchmarking: Collaborative academic-practitioner case study research

Consortium benchmarking is a scholar-practitioner collaborative case study approach joining rigor and relevance in management research. In consortium benchmarking practitioners and academic researchers form a consortium and together benchmark best-practices. Consortium benchmarking includes practitioners as co-researchers, facilitating research relevant for both academics and practitioners. Rigorous research informs the entire process since consortium benchmarking collects evidence from multiple sources and uses various comparison techniques. This paper introduces the concept of consortium benchmarking and then illustrates its application with a case study that identifies the nature of innovative suppliers. The study shows how consortium benchmarking supports the production of relevant knowledge for both academics and practitioners in a rigorous way. In order to evaluate these contributions, the study develops criteria for assessing rigor as well as theoretical and practical relevance. Finally, the study compares consortium benchmarking with multi-case research and presents five aspects either not accounted for or neglected in “traditional” multi-case research.     

基于供应链管理的专业市场转型升级路径研究——以泉州A公司为例

本文以供应链集成理论和复杂适应系统理论为分析框架,通过对泉州A公司的案例研究,分析专业市场的供应链运作,总结出专业市场应当把握价值链的战略环节,立足于行业价值链,识别明晰价值链上新的价值增长环节,并将其在专业市场内部集成,通过构建各方主体的交互界面,对资源和子系统进行优化组合,从而来满足外界环境的价值需求,进而实现专业市场的行转型升级。     

When Marketing Dare Not Speak Its Name: Understanding Market Orientation in Chinese NGOs

ABSTRACT

The market orientation construct has proven to be of value to profit-seeking firms. It ought to be of value to NGOs too. Some previous research has been done to facilitate understanding of market orientation in NGOs, but the methodologies used have mostly been quantitative, and nothing is known about the market orientation of Chinese NGOs. To address this research gap, a qualitative case study methodology was used to develop a deeper understanding of how market orientation is practiced among NGOs in Hong Kong (China). Mapping with previous studies, the research found that three factors together explained the varying degrees of market orientation in the NGOs studied: senior management factors, organizational and institutional factors, and structural and system factors. But more importantly, an NGO’s funding base was found to moderate the relationship between these antecedents and an organization’s market orientation. The more that the NGO relies on public funding or a small number of funders the weaker the influence of the antecedents on market orientation. The more that the NGO relies on private funders, a diversified group of funders, or self-funding, the stronger the influence of the antecedents on market orientation, and the closer its understanding of market orientation is likely to be to that of a commercial entity. The article finishes with a substantive theoretical model for market orientation in the Chinese NGO context.     

可持续发展原则在刑法中的体现

环境刑法中最重要的两个原则是可持续发展原则和罪刑法定原则。可持续发展原则是环境法上的核心原则,而罪刑法定原则是刑法上的核心原则,两者共同组成了环境刑法的基本原则。然而,原则并非空谈,需要体现在具体制度设计上和实际行动中,产生相应的立法内容。     

独占机制、跨国并购边界与企业绩效——基于诺西并购摩托罗拉案例的研究

诺西并购摩托罗拉无线网络基础设施业务案一度成为国内反垄断界的＂标本＂和国内＂华为们＂的悲情焦点。＂标本＂和＂悲情＂的两面性源于华为-诺西-摩托罗拉三者并购博弈中华为独占机制的有效性和并购边界选择的一般性。在案例基础上,探讨了法律机制有效性的条件、联盟中战略机制的运用以及跨国并购边界如何确定三个问题。从独占机制角度发展了并购边界选择理论,对我国企业跨国经营中并购与联盟的选择具有借鉴和指导价值。     

Reverse logistics program design: A company study

A series of visits to a Fortune 500 wholesale distribution company of technology products revealed a changing perspective regarding building and implementing reverse logistics programs. Five major initiatives define the reverse logistics program design process at this company: (1) Gain senior management support and turn reverse logistics into a company-wide initiative; (2) Involve your customers in the reverse logistics design process; (3) Give distinct recognition to the employees involved in handling returns within the firm; (4) Implement carefully developed written rules and procedures that reflect both internal and external concerns; and (5) Assign strict responsibility for the execution of the reverse logistics program. The study follows these five major considerations in more detail. The interviews and observations at this particular firm provide guidelines for managerial decisions relating to reverse logistics.     

Successful implementation of ERP systems in small businesses: a case study in Korea

The implementation of enterprise resource planning (ERP) systems supporting business processes across many different departments and partners has been known to be much more difficult than the development of a computer application supporting a single business function. In this article, we present a case study of an ERP system application by a small business. Jinyang Oil Seal Co., Ltd. is a professional oil seal manufacturer for automobiles and electronic equipment in Korea. Jinyang has recently adopted and implemented an ERP system, which has helped the organization to achieve a competitive advantage. This article reports how Jinyang coped with the typical challenges that most small business organizations face when implementing an ERP system.     

Exploring the role of internationalization knowledge in fostering strategic renewal: A dynamic capabilities perspective

Internationalization knowledge (IK) is important to successfully enter and develop competitive strategies abroad. Yet, how IK is advanced and improved across the multinational enterprise (MNE), and how this contributes to the MNE’s strategic renewal is less understood. This analysis is based on an in-depth case study of Microsoft International to explore how IK is advanced, improved, and integrated across the enterprise. Our findings suggest that IK plays a critical role in fostering strategic renewal of an MNE. More specifically, sensing, seizing, and transforming capabilities jointly provide the necessary basis that enable IK to facilitate strategic renewal. We contribute to the literature by (1) explicating three categories of IK and their hierarchical relationship; (2) reveal how three distinct capabilities required by MNEs capture and integrate the three categories of IK across the enterprise; and, (3) offering that strategic renewal is triggered by routines based on the development and integration of IK.     

Tapping the power of local knowledge: A local-global interactive perspective

Existing theories of international business and strategy do not fully explain how local knowledge disadvantage faced by foreign investors can be mitigated. We conducted an in-depth qualitative study into four MNCs to investigate the micro-processes of how they generated value from their dispersed sources of local knowledge in China. The results suggest an interactive model: that MNCs employed management processes encompassing three strategically interconnected efforts—global knowledge penetration, local-global knowledge blending, and local-global knowledge integration. The model highlights the interplay between global and local knowledge and challenges extant research that solely focuses on the transfer of either home-based or local knowledge.     

The sources of management innovation: When firms introduce new management practices

Management innovation is the introduction of management practices new to the firm and intended to enhance firm performance. Building on the organizational reference group literature, this article shows that management innovation is a consequence of a firm's internal context and of the external search for new knowledge. Furthermore the article demonstrates a trade-off between context and search, in that there is a negative effect on management innovation associated with their joint occurrence. Finally the article shows that management innovation is positively associated with firm performance in the form of subsequent productivity growth.     

Marketing in Chinese Small and Medium Enterprises (SMEs): The State of the Art in a Chinese Socialist Economy

This paper adopts the context-embedded approach to examine the marketing practices of 307 small and medium enterprises (SMEs) in the People’’s Republic of China by comparing the survey findings with that of Hong Kong and Guangdong SMEs. Chinese SMEs focus on regional markets to avoid direct competition with Hong Kong SMEs in the international markets and also their Guangdong counterparts in the turbulent nationwide market. To market their own brands, Chinese SMEs have to analyze the market and use superior marketing strategies in the competitive markets. Chinese SMEs do not attain the superior competitive positions as that of their Guangdong counterparts, but they use customer satisfaction surveys and claims investigation to help develop excellence in product performance. Also, Chinese SMEs have to provide value-added products and services and also a well-rounded marketing competitive strategy to gain market shares. The traditional state-owned enterprise structure in China facilitates the development of hierarchical organizational structure and joint decision making process. Thus, care should be taken in assuming that marketing tools and techniques are equally applicable across all places, even in similar cultural contexts. Socio-cultural influences and mediating environmental factors should be considered when attempting to understand the marketing practices of Chinese small firms, specifically when China is in transition to a socialist market economy.     

Managing the human resource in Indian SMEs: The role of indigenous realities

This paper discusses how issues of people management are addressed in Indian small and medium enterprises (SMEs). It also highlights the indigenous approaches to human resource management (HRM) that have surfaced in the Indian SME context. The research formulation has been built on the mapping of people-management practices in two SME case studies, one of which is also a family-based organization. The analysis shows that indigenous realities in HRM in Indian SMEs relate mainly to the provision of financial, emotional and social support to the workforce; employee involvement (EI) practices; recruitment; skill development; managing employee relations; and managing vis-à-vis labor law framework. The paper argues that in the sphere of people management in SMEs, the willingness to innovate and formalize the HR systems is constrained by a kind of bounded rationality, i.e., the owners of SMEs mostly believe that they are already doing what is humanly possible in this regard. The analysis has an important message for concerned practitioners—in order to realize their full potential and to progress towards fulfilling their vision; SMEs eventually have to intertwine indigenization and formalization for their people management approaches.     

Learning the business of banking: The management of the Bank of England's first tellers

This article focuses on what appears from the surviving records to have been the most troublesome of the new Bank of England's functions: the telling of money. The Bank's tellers had a complex job and the mistakes they made often proved costly, thus careful consideration was given to the means by which errors could be limited and servants incentivised to perform at their best. The methods used to motivate the tellers and manage the department, therefore, can reveal much about the men who implemented Britain's financial revolution and can give insights into the reasons for the Bank of England's business success and subsequent longevity.