Achieve inventory reduction and improve customer service?

Is it really possible to achieve significant reductions in your manufacturing inventories while improving customer service? If you really want to achieve significant inventory reductions, focus on the root causes, and develop countermeasures and a work plan, to execute your countermeasures. Include measurements for recording your progress, and deploy your countermeasures until they are no longer required, or until new ones are needed.     

What is the joint effect of employee satisfaction and customer orientation on the organizational culture in metalworking manufacturing?

It is a known fact that culture is an important element for the organizations. In this context, a research has been carried out in which the main subject is about to investigate the organizational culture depending on the factors of employee satisfaction and customer orientation in metalworking manufacturing firms. To perform the study, we constructed an original model and conducted research with 578 employees of metalworking organizations. After the data analysis, we determined that organizational culture has positive-significant correlation with employee satisfaction and customer orientation (at the 0.000 level). Additionally, the total explained variance of organizational culture – depending on employee satisfaction and customer orientation – has come out as a satisfying value (0.53). According to the results of our research, we are able to conclude that employee satisfaction and customer orientation has a mid-level effect on creating a substantial organizational culture.     

Risk allocation in service triads – The case of Dutch and Finnish home care procurement

We compare how Finland and the Netherlands organize home care services, both in legislation and in procurement practices, from a service triad risk perspective. We find Finnish public bodies rely to a great extent on inhouse provision and hybrid outsourcing. Dutch public bodies rely completely on outsourcing, using framework agreements with many care providers in parallel. Incentives used in contracts affect financial and service quality risks assumed by buyers, suppliers, and end-customers in the triad. This research improves our understanding of risk allocation among the actors in the service triad based on buyer decisions on outsourcing and supply market conditions. The risk profiles for all three actors in the home care service triad are affected by the manner in which public bodies outsource home care services: the purchasing practices. The delivery method (whether public and private or all private) and the number of providers impact the information position of the municipality versus the care provider in the triad.     

Make-or-buy decisions regarding temporary agency work – an empirical analysis of the decision process and expected effects

Although the use of temporary agency work (TAW) in firms is heavily debated in the literature, the decision processes and motives behind using or not using TAW are often neglected or only analyzed in rough categories. We address these issues using a theoretical framework for HR outsourcing decisions. Specifically, we ask what triggers the decision about usage of TAW, whether firms have internal alternatives to using TAW, and what their expectations were when they made the decision. We focus on detailed expectations about the effects and analyze how users an d non-users of TAW differ in their respective expectations. Our analyses show that TAW is not a personnel service used by the majority of firms. Besides monetary costs, quality, and flexibility effects, stakeholder and transaction cost effects are relevant for the make-or-buy decisions. Users and non-users of TAW differ significantly in their expectations about some of the effect categories.     

The Pharmacia story of entrepreneurship and as a creative technical university1 – an experiment in innovation,organizational break up and industrial renaissance

While innovative technology supply has been the focus of much neo-Schumpeterian modelling, few have addressed the critical and more resource-demanding commercializing of the same technologies. The result may have been a growth policy focused on the wrong problem. Using Competence Bloc Theory and a firm-based macro to macro approach we abandon the assumed linear relation between technology change and economic growth of such models, and demonstrate that lack of local commercialization competences is likely to block growth even though innovative technology supplies are abundant.

The break up, reorganization and part withdrawal of Pharmacia from the local Uppsala (in Sweden) economy after a series of international mergers illustrate this. Pharmacia has ‘released’ a wealth of technologies in local markets. Local commercialization competence, notably industrially competent financing has, however, not been sufficient to fill in through indigenous entrepreneurship the vacuum left by Pharmacia. Only thanks to foreign investors, attracted by Pharmacia technologies that have opted to stay for the long term, the local Uppsala economy seems to be heading for a successful future.

The Pharmacia case also demonstrates the role of advanced firms as ‘technical universities’ and the nature of an experimentally organized economy (EOE) in which business mistakes are a natural learning cost for economic development.     

Co-operation and co-opetition as open innovation practices in the service sector: Which influence on innovation novelty?

This study aims to identify the influence of co-operation practices and the use of internal and external information sources on the propensity of firms to introduce new to the market innovations in the service sector. Data come from the 4th Community Innovation Survey, which covers the years 2002-2004. A logistic regression model is applied with the degree of novelty of good/service innovation as dependent variable. The analysis of the parameter estimates shows that firms provided with information from market sources and from internal sources as well as firms involved in science-based collaboration for their product innovations are more likely to introduce new to the market innovations, whereas information coming from competitors seems to have a negative influence on the degree of novelty of innovation.     

How does public service motivation affect teacher self-reported performance in an education system? Evidence from an empirical analysis in Italy

Quality & Quantity - This paper deals with self-reported teacher performance, and the starting point is the relationship between teacher performance and the main determining factor, public...     

Addressing international mobility confusion – developing definitions and differentiations for self-initiated and assigned expatriates as well as migrants

The literature on international human resource management indicates a growing array of different forms of international work experiences such as assigned and self-initiated expatriation. However, the criteria for demarcation of these different forms and the term ‘migrant’ are often unclear which leads to an unfortunate lack of comparability of research and a potential confusion for readers. Based on the sociological, psychological and economics literature, this article reviews and synthesizes the existing definitions of the three terms in the current research. A qualitative content analysis and the Rubicon model [Heckhausen, H., and Gollwitzer, P.M. (1987), ‘Thought Contents and Cognitive Functioning in Motivational Versus Volitional States of Mind’, Motivation and Emotion, 1, 101–120.] are used as a theoretical base to structure the findings. The paper creates a criteria-based definition and differentiation of terms and then develops a typology of four different types of expatriates: assigned expatriates, inter-self-initiated expatriates, intra-self-initiated expatriates and drawn expatriates. Implications for management as well as for future research are outlined.     

Public–private innovation: barriers in the case of mobility as a service in West Sweden

Departing from open innovation (OI), this case study explores the development of Mobility as a Service (MaaS) in West Sweden. An analysis of 19 interviews reveals how representatives from involved actors perceive internal and external barriers as hampering the regional public transport authority’s attempts to collaborate with private actors, and that the perception of barriers is incongruent across public and private actors. Transferability to other cases of public–private OI is discussed, and implications for public actors are proposed. The paper expands the knowledge of preconditions for MaaS’ development and of the unique conditions for OI in public–private settings.     

Enterprise systems in financial sector – an application in precious metal trading forecasting

The use of enterprise systems has become increasingly popular in the financial service industry. This paper discusses the applications of enterprise systems in the financial sectors and presents an application in gold price forecasting. We carefully examine the impacts of a few most widely assumed factors that have significant impact on the long-term gold price using statistical regression techniques. The analysis on our proposed linear regression mode indicates that the United States ultra scale of M2 money supply has been the most important catalyst for the rising price of gold, and the CRB index upward trend has also been the weighty factor for pushing up the gold price. In addition, the gold price has a low negative correlation with the Dow Jones Industrial Average, and low positive correlations with the US dollar index and the gold ETFs holdings.     

Managing challenges in social care service triads – Exploring public procurement practices of Dutch municipalities

Buying services in a triad constellation is associated with challenges related to quality control, performance monitoring, and a deteriorating information position for the buyer. There is growing attention for service triads in Supply Chain Management (SCM) literature. However, these studies are mainly theoretical. The studies suggest to manage the identified challenges by monitoring supplier performance, maintaining a strong position in the service triad, developing collaborative trusting relationships, using outcome-based contracts, and aligning incentives between buyer and suppliers. Empirical studies on service triads and management mechanisms are rare, especially in a public procurement context. We study the application of management mechanisms in a public procurement context where 393 Dutch municipalities each had to contract social care service providers at the same time. This context allows us to study which of the management mechanisms proposed in literature are actually employed in a public procurement context, and whether other mechanisms are applied that are not addressed in the literature. We find municipalities deviate from traditional bureaucratic procurement procedures and apply a relational approach to the procurement procedure, including establishing social contracts, to cope with buyer challenges in service triads. Furthermore we identify municipalities apply ex post competition to drive up service quality through tendering framework agreements and allowing clients to choose their care provider of choice. This mechanism of ex post competition through the use of framework agreements has not been suggested in service triad literature before, and may be an effective mechanism in other service triads to address service quality and customer needs fulfilment issues.     

Who is fit to serve? Person–job/organization fit,emotional labor,and customer service performance

This study investigates person–job (P–J) fit and person–organization (P–O) fit perceptions and relates these perceptions to employees' emotional labor and customer service performance. Data from a two‐point, time‐lagged study of 263 employees and 690 customers reveal that both P–J and P–O fit relate positively to deep acting and negatively to surface acting, in accordance with an emotional labor perspective. In addition, P–J and P–O fit are jointly associated with emotional labor, such that the positive link between P–J fit and deep acting is stronger, and the negative link between P–J fit and surface acting is weaker when P–O fit is high. Emotional labor partially mediates the interactive effects of P–J and P–O fit on service interaction quality and customer satisfaction; service interaction quality relates positively to customer satisfaction. These findings have multiple theoretical and practical implications.     

Customer integration within service development—A review of methods and an analysis of insitu and exsitu contributions

This article aims to contribute to a better understanding of how to integrate customers within service development by assessing different methods of obtaining use information. The article reviews and classifies methods for customer integration and it also presents a new framework that suggests four modes of customer integration in which data is classified either as insitu (data captured in a customer's use situation) or exsitu (data captured outside the use situation) and as either incontext or excontext. Context is defined as a resource constellation that is available for customers to enable value co-creation. Accordingly, incontext refers to methods in which the customer is in the actual use context and has access to various resources, while excontext refers to a situation in which the customer is outside the use context and, therefore, has no direct access to the resources.     

Engaged and committed? The relationship between work engagement and commitment in professional service firms

Our study explores the relationship between employee engagement and foci-commitment of employees in professional service firms (PSFs). PSFs compete on the basis of their ability to encourage their employees to generate exceptional knowledge-based services and products, acting within and beyond the organizational boundaries. In order to achieve these outputs, the PSFs need to ensure that their professionals are engaged and committed. Drawing on 375 surveys from the employees of a global PSF, we compare two models to test the relationship between work engagement and multi-foci commitment: the organization, the client, the team and the profession. We first explore an overall positive effect of work engagement on commitment to all four foci. We then compare the overall impact to the independent effects of work engagement dimensions on four commitment foci. Our findings suggest that work engagement with three dimensions is a better-fitting model in the PSFs context.     

Private equity, ‘union recognition’ and value extraction at the Automobile Association: The GMB as an emergency service?

This article evaluates union recognition and ‘value extraction’ in a private equity buy‐out. The article reviews private equity, investor value and ownership interests, details union recognition at the Automobile Association (AA) before and after its acquisition by private equity, and reviews the GMB's wider campaign of opposition to private equity ownership.     

Panel data and descriptor for energy econometrics – an efficiency,resilience and innovation analysis

Quality & Quantity - The work at hand presents a new extensive panel dataset for energy economics, econometrics and policy. The referred dataset is made of 5000 observations circa, including 6...     

The roles of implementation and organizational culture in the HR–performance link

This article attempts to (1) explore the process by which a high-performance work system (HPWS) affects firm performance and (2) demonstrate the mediating role of implementation and organizational culture in the HPWS-performance link. The proposed model was tested using a sample of 243 Hong Kong and Taiwanese firms operating in Guangdong, China. The results from the present study supported the hypothesized mediation of implementation and organizational culture on the HR–performance relationship. This study offers important insights into the mediating mechanism of the HPWS-performance research. Implications for research and managerial practices are provided.     

Narrating strategy in the flow of events – Illusion and disillusion in strategy-making

Narrative strategy-making is useful in the mobilization of strategies because narratives impart coherence and linearity to our understanding of organizational events. Our paper examines the relation between narrative strategy-making and the flow of events. We present a longitudinal, participatory study of a software company seeking global growth. Specifically, we followed events preceding and succeeding construction of the strategic ‘success stories’ used by the software company’s managers in investor negotiations. We conceptualize the point of illusion and disillusion underlying the temporal construction and use of strategy narratives and show how the former enables strategy-making, while the latter constrains it. We add to narrative strategy research by elaborating the relation between the construction of strategy narratives and the flow of organizational events.