Understanding the role of service innovation behavior on business customer performance and loyalty

Providing new services to customers gives firms a competitive advantage in the market. Consequently, firms strive to develop innovative service that delivers new value propositions to customers and leads to customer satisfaction and the acquisition of new customers. The authors investigate the relationship between the innovative behavior of service providers, business customer performance, and business customer loyalty in the safety industry. The study's results show that technology-oriented and co-creation-oriented innovative behavior leads to business customer performance. Business customer performance is closely related to recommendations and re-contracts. Moreover, the degree of safety involvement has a moderate effect between service innovation and business customer performance. The findings have important theoretical and managerial implications for service innovation for researchers as well as service providers.     

A service science perspective on business model innovation

Using four basic principles of service science, we systematically explore value-proposition design as one type of business model innovation. Service science combines organization and human understanding with business and technological understanding to categorize and explain service systems, including how they interact and evolve to cocreate value. Our goal is to apply a scientific approach to advance design and innovation in service systems. Our foundation is service-dominant logic, which provides perspective, vocabulary, and assumptions on which to build a theory. Our basic theoretical construct is the service system, entities that are dynamic configurations of four kinds of resources. Our core principles center on the way value is computed within and among entities, how interaction is based on access to resources and their capabilities, and on how value computation and interaction depend on symbol processing and language guided by mutually agreed-to value propositions. In this context, service science can inform and accelerate value-proposition design by systematizing the search for adaptive advantages that improve existing offerings, create new offerings, or reconfigure the value-creating ecosystem.     

NPD as a sustainable work process in a dynamic business environment

New technologies are having a widespread impact on new product development (NPD)projects. In the telecommunication industry, companies are forced to integrate 'old' and 'new' ways of working with the utilization of unknown technologies. There is an emerging need to develop sustainable work systems. This paper investigates the complex relationship between NPD and the sustainability of the work systems in which it is organized. A proposed framework for analysis is followed by an examination of a specific NPD project at Ericsson.     

Segmenting a business market for a professional service

This article uses benefit segmentation to analyze the structure of an industrial market for professional services— the market for CPA services among business firms. Data were collected from a random sample of U.S. business firms, stratified to include a broad cross section of the market for CPA services. Benefit segments were described by linking CPA selection criteria importance ratings with client firm characteristics such as business firm size. Examples of ways in which information about market structure can be used in marketing professional services are presented. The results provide evidence about the applicability of prior industrial marketing research and multilevel industrial market segmentation models to a professional services market.     

Resource management in software as a service using the knapsack problem model

This paper proposes a resource allocation model for “Software as a Service” systems that maximizes the service provider's revenues and the resource utilization under a heavy load. Employing the elasticity of virtualized infrastructures, the proposed model dictates that system resources must be fully exploited by incoming jobs, even if they do not satisfy their requirements completely. This yields a higher Service Level Agreement violation probability, which is mitigated by the assignment of more resources when these become available. The problem is deduced to the Fractional Knapsack problem and the heuristic solution is implemented in the frame of a SOA environment.     

Evaluate the sales force as a business

High interest rates are posing serious problems for all business organizations and impact more heavily on those in the industrial sector. Cash flow difficulties result directly from high interest rates, which in turn produce pressure on the sales force: credit terms are tightened; customers are pushed to pay their bills more promptly; and, shipments are delayed because of reduced inventories. This set of difficult circumstances, however, provides an opportunity for management to achieve a long desired objective—making the efforts of the sales force more congruent with the profit and ROI goals of the enterprise.This article outlines the structure of a training program, consisting of seven sessions, that introduces business performance criteria to sales territory management.     

Modularity in organizational structure: the reconfiguration of internally developed and acquired business units

This paper explores changes in organizational structure and distinguishes between units' origins. Unit reconfiguration is the addition of units to, deletion of units from, and recombination of units within the firm. This study compares the reconfiguration of internally developed vs. acquired units, explores what forms of unit recombination are common, and observes whether firms pursue recombination before divestiture. Theoretical support is drawn from the dynamic capabilities perspective, research on modular organizational systems, and strategy–structure literature. The findings are that acquired and internally developed units serve different roles in the process of change, and that firms perceive reconfiguration to be beneficial. Copyright © 2006 John Wiley & Sons, Ltd.     

业务流程优化的实施方法研究

论述了业务流程优化的步骤,提出“六阶段”项目方法,即企业经营战略评估、关键成功要素分析、建立评价指标体系、确定关键业务流程、优化方案设计、优化方案实施,同时结合某公司实行业务流程优化的项目实例对“六阶段法”的具体工作内容进行分析研究。     

Decision making for business model development: a process study of effectuation and causation in new technology-based ventures

This study investigates the decision-making logics used by new ventures to develop their business models. In particular, they focussed on the logics of effectuation and causation and how their dynamics shape the development of business models over time. They found that the effectual decision-making logic was used dominantly to generate a viable value proposition for a specific customer segment. Causal logic is then used dominantly to define the other business model components in relation to the value proposition and customer segment. When a shortage of resources emerges, causal logic is replaced by an increase in effectual decision-making again. They concluded that before investing significant resources in a business model it was crucial for firms to reduce, as far as possible, technological and market uncertainty through effectual strategies to avoid high re-configuration costs later.     

The intermediator role in value co-creation within a triadic business service relationship

This study aims to enhance the knowledge of the roles played in value co-creation adopted by parties to triadic service business relationships. We approach the research issue through theoretical considerations and explore it empirically with a qualitative case study of triadic service relationships in the property maintenance business.     

Professionals in the NHS – a case study of business process re-engineering

Rather than providing evidence of business process re-engineering (BPR) as another example of cultural change rhetoric, this case study shows BPR as a substantive initiative that has had a considerable impact on health care professionals. A hybrid of differing bureaucratic professions allows for a diversity specific to the health service. The study highlights a number of controversial issues unique to health care professionals, particularly in the areas of job redesign, multiskilling and empowerment.     

Customer service as a competitive tool

This article examines the use of customer service as a competitive weapon in industrial markets. The data base consists of respondents from industrial firms throughout the United States. While the vast majority of respondents indicated a willingness to use the service option, only a few had an organizational customer service philosophy as embodied in a written customer service policy statement. An analysis of the data concluded that firms which had a written customer service policy were more likely to use customer service as a competitive weapon. Furthermore, there firms also assigned greater importance to respective customer service attributes.     

Customer service as a marketing strategy

Customer service in distribution is increasingly becoming a requirement for an integral part of marketing strategies for physical distribution. Customer services, many of which herefore were considered ancillary in allowing shippers and other transportation users to differentiate product/service offerings, are now necessary in order to compete successfully in the marketplace. This trend should gain considerable momentum as prices become higher and use of discretionary prices decreases. Therefore, it is imperative for marketing and distribution managers to accurately appraise and reevaluate the role of customer services.     

从熟悉的商业模式中寻找机会

日前,基于Tensilica Xtensa可配置处理器技术的钻石系列耀眼登场,该系列是一个包括从低功耗通用控制器到高性能 DSP的6款现货供应的可综合内核。更为重要的是,这是Tensilica在市场上第一次提供硬件不可配置、标准化的处理器内核。虽然Tensilica公司正逐渐成为     

Understanding culture as a dynamic Holarchic duality

This conceptual paper addresses a fundamental issue in understanding culture in relation to cross-cultural business relationships between Eastern and Western partners. The proposition is that contemporary cultural investigations have privileged Western lenses mostly involving scientific rationalism and Cartesian dualism. What is largely excluded are Eastern holistic lenses that are more sensitive to embodied context and paradoxical dualities. The paper explores these different epistemes and develops a synergistic or bi-focal approach that aims to benefit from combining Eastern and Western worldviews. The post-Cartesian approach developed subsequently is based upon the idea that ‘yin-yang’ dualities operate at both a general level and within specific contexts. Culture is described as a dynamic duality between situated symbolic activities and more generalized signified meanings. Activities are described as cultural ‘holons’ nested within a holarchy or hierarchy of holons or ‘holarchy’ Consequently, culture is seen as an emergent property from a hierarchy of dualities. In this holarchy of dualities, images create meanings enacted in activities and translated through performative activities where meanings are sustained by becoming accepted as real through axiomatic acceptance. Recursively, the enactment of axiomatically accepted ideas in activities translates back through ‘masked’ performances to legitimize and institutionalize these ideas and images amongst and between actors. As a result, cultural differences identified as emanating from values viewed as independent variables is regarded as an over-simplification. Cultural differences are likely, in the dynamic holarchy described, to come from different activities or cultural practices and/or in the translations through performativities and representations between activities and cultural structures such as values. There are some universal cultural similarities to these complex processes, but we mainly focus upon the principal cultural differences between the Eastern and Western holonic assemblages of symbolic dualities and that, metaphorically, a bi-focal duality approach reflects reality better than monocled dualism.     

Supply network dynamics as a source of new business

Supply networks where operational control extends well over organizational boundaries have emerged in industries producing relatively complex and customized products with tight profit margins. Products like ships, automobiles and telecommunication systems incorporate complex design and engineering skills that are produced through a tier-structured, multi-level supply networks. Efficiency in these networks has stemmed from specialization and cost efficiency in individual value adding operations. This paper demonstrates how supplier networks have evolved and how the inherent dynamics of these networks generate constantly new business opportunities for fast moving companies with a clear focus on operational efficiency. We use action research methodology on cases from the shipbuilding and constructions industry to document some of the dynamic features of supply networks. This insight is then applied to the electronics manufacturing services business to explain the fundamentals of successful operations in this highly competitive business with ever narrowing margins. In this dynamic market of contract manufacturing companies with constant focus on the reduction of production lead times by incorporating value added operations either physically or logically to maintain and recreate profitable business. To succeed in doing this, issues related to industrial parks, local tacit knowledge and reverse/repair logistics must be managed in cross-organizational manner. We conclude that there is an ever-changing limit to the expansion of supplier networks through specialization and cost efficiency, and that at one point contracting and integrating parts of the supply network will create operationally outperforming business models that further boost the inherent dynamics of supply networks.     

Managing academic R&D as a business at K.U. Leuven: context, structure and process

In this paper, we elaborate on how academic R&D can be managed as a business. Based on the case of K.U. Leuven Research and Development, it is shown how an academic institution can develop the context, structure and processes conducive to managing academic R&D as a business. It is argued that universities that intend to take advantage of the economic opportunities of their R&D programmes, should leverage their innovation potential through appropriate strategies, organizational structures and management processes that allow them to manage part of their R&D portfolio as a business without hampering though the fundamental academic values and activities of research and teaching. This balancing act has been the responsibility of K.U. Leuven Research and Development for the last 28 years. It is the subject of the case study reported in this paper.     

An investigation of the relationship between behavioral processes, motivation, investments in the service business and service revenue

Despite the established benefits of services in manufacturing companies, very few managers are motivated to invest resources in extending the service business. On the basis of a combination of qualitative and quantitative research approaches, we illustrate that managers cannot be easily motivated. Managerial motivation to extend the service business in manufacturing companies is more like a process that must grow organically. To do so, managers have to overcome some of the typical behavioral processes of manufacturing companies. In greater detail, we explore how the disbelief in the financial opportunities of services risk aversion in exploiting strategic opportunities, setting overambitious objectives and an overemphasis on obvious causalities limit managerial motivation to extend the service business. If manufacturing companies can overcome these behavioral processes, the managerial motivation will increase, leading to more investments in the service business and thus enhancing service revenue and overall profitability.