Creating customer value in the not‐for‐profit sector: a case study of the British Library

• Public sector organisations are being increasingly subjected to both legislative and competitive pressures forcing them to reconsider their relationships with users and customers (Chapman and Cowdell, 1998 ) in order to develop a more overt marketing orientation (defined as focusing on customer needs as the primary drivers of organisational performance (Jobber, 2004 )). The creation of customer value underlies the development of a meaningful marketing orientation, and is a nettle that more public sector and not‐for‐profit organisations will have to grasp. This article considers how a more marketing‐oriented approach was adopted by the British Library in order to clarify and communicate its value proposition to its identified target markets, and in doing so, hopefully achieving a sustainable competitive advantage on an ongoing basis.

Copyright © 2005 John Wiley & Sons, Ltd.     

The complementarity of IT and HRM capabilities for competitive performance: a configurational analysis of manufacturing and industrial service SMEs

ABSTRACT

Building on the resource-based view (RBV) perspective, we analyse the combined effects of two highly-valued organizational resources, namely information technology (IT) capabilities and human resource management (HRM) capabilities, on the competitive performance of small and medium-sized enterprises (SMEs). Three resource configurations are derived from data on 227 SMEs (121 from the manufacturing sector and 106 from the industrial services sector) through a cluster analysis. These resource configurations are labelled IT Capabilities-dominant Configuration (ITC), e-Business Capabilities-dominant Configuration (e-BC), and HRM Capabilities-dominant Configuration (HRC). This last configuration is the best-performing, followed by the e-BC, with the ITC as the worst-performing. The results also show that manufacturing and service firms are very unevenly distributed within HRC and ITC configurations, suggesting notable differences between the two sectors regarding their respective IT and non-IT capability-building. The fact that service SMEs are overwhelmingly represented (93%) in the worst-performing configuration and completely absent (0%) in the most effective configuration while displaying the strongest IT infrastructure capabilities confirms that the IT productivity paradox is aggravated in service SMEs and calls for further research on this issue.     

The role of the world’s major steel markets in price spillover networks: an analysis based on complex network motifs

In recent years, the international steel market has shown increasingly strong cross-regional correlation. To better understand the price trends of various markets, it is necessary to identify their inherent price spillovers. This paper combines a generalized autoregressive conditional heteroskedasticity Baba–Engle–Kraft–Kroner (GARCH-BEKK) model and complex network motifs to explore the price fluctuations among international steel markets. The study selects steel markets in 12 countries and regions and uses daily data on import and export prices from January 2009 to September 2017 to analyze eight steel products. The results show that spillovers are associated with geographical location, market development, product type and status. Spillovers mostly occur between buyer’s markets; additionally, the Asian market, especially the East Asian market, is in most cases the recipient of spillover, whereas the European Union (EU) market is in most cases the sender of spillover effects. Developed markets have clear spillover effects on emerging markets, sheet steel products have clear spillover effects on profile steel products, and the prices of midstream and downstream products in the industrial chain are the most influenced. This paper examines international steel market relationships from the perspective of price transmission, and the results can help manage and prevent large-scale economic risks.

     

Protecting expatriates in hostile environments: institutional forces influencing the safety and security practices of internationally active organisations

Abstract

The operations of internationally active organisations continue to encroach on hostile locations that are vulnerable to the negative consequences of crises such as political upheaval, terrorist attacks or natural disasters. Yet research into how firms ensure the physical and psychological safety and security of international staff in these locations is limited. This article reports an empirical study exploring the expatriate safety and security practices of 28 internationally active organisations from three industries that commonly operate in hostile environments. We unveil starkly different approaches across the three industries, and label these approaches ‘regulatory’ (mining and resources), ‘informal mentoring’ (news media) and ‘empowering’ (international aid and development). We use institutional theory to propose that these configurations reflect legitimacy-seeking choices that these organisations make in response to the various institutional environments that affect each sector. Our results provide a platform for initial theory building into the interrelated elements of organisations’ safety and security practices, and the institutional factors that shape the design of these.     

An Evaluation of the Impact and Effectiveness of Environmental Legislation in Small and Medium‐Sized Enterprises: Experiences from the UK

With small‐ and medium‐sized enterprises (SMEs) accounting for 99.7% of the 4.7 million UK businesses, they can have a huge collective impact on the environment, which in turn is being increasingly regulated. This study investigated the impact and effectiveness of environmental legislation on UK SMEs as well as determining if ‘compliance’ results in improved environmental protection. Interviews were conducted with SME management, site staff, regulators, policy officials and support organisations. Forty‐four SMEs from the north‐west of England participated in the study, and overall a total of 99 individuals were interviewed. The study clearly indicates that the impact of environmental legislation on SMEs is overstated and impact increased commensurate with effort to comply and enforcement action. Only one of the SMEs studied had been prosecuted and only two had been inspected. Compliance issues identified in those SMEs subject to direct regulation did not correlate with previous compliance audits conducted. In general, SMEs had poor awareness of compliance issues; non‐compliance was only really recognised and acknowledged if identified by a regulator and only regarded as serious if prosecuted. Regulation of the environment is clearly only effective if complied with; understanding compliance levels can help measure the link between legislation and environmental protection. The effectiveness of environmental legislation can only be understood if SMEs are subject to regular regulatory contact. Recommendations to improve SME compliance control systems are provided. Copyright © 2011 John Wiley & Sons, Ltd and ERP Environment.     

New value partnerships: the lessons of Denny's/Save the Children partnership for building high‐yielding cross‐sector alliances

While business and nonprofit organisations have long used alliances within their own sectors to address specific needs, increasingly they are turning to cross‐sector partnerships that benefit both parties while they serve the common good. In the last decade, marketing alliances between businesses and social sector organisations have become increasingly common as ways for companies to achieve business objectives and for social sector organisations to raise their visibility and attract new resources. The alliance between Denny's and Save the Children provides an example of a noteworthy marketing partnership that shows how a cross‐sector alliance can assist a company with a damaged public image to build a new public identity while enabling an international nonprofit organisation to create an ambitious programme for US children. As a new value partnership, a long‐term, high yielding alliance between businesses and social sector organisations, this relationship is characterised by several elements: communication, opportunity, mutuality, multiple levels, open‐endedness, and new value, forming the acronym COMMON. Copyright © 2001 Henry Stewart Publications     

A job to believe in: recruitment in the Scottish voluntary sector

The voluntary sector is an important source of employment in the UK and is increasingly providing services previously provided by the public sector. However, the ability of the sector to provide such services is dependent on the quantity and quality of suitable labour. This article examines recruitment issues in seven case‐study voluntary organisations offering social care in Scotland. Interviews were conducted with 137 managers and employees in these organisations. In addition, to assess potential labour supply, interviews and focus groups were conducted with careers advisers and potential employees. The findings suggest that, with a tightening labour market, uncompetitive pay and misconceptions about the sector, recruitment is a problem. However, job satisfaction is high for current employees, and potential employees whose values are commensurate with the sector might be attracted. The findings thus have relevance not just for the case‐study organisations, but for HRM in the voluntary sector generally.     

Volunteer tourism as an emerging trend or an expansion of ecotourism? A look at potential clients' perceptions of volunteer tourism organisations

• Volunteer tourism (VT) has recently been proposed as an alternative to ecotourism to link tourism and nature conservation. It is believed that VT represents an emerging tourism sector for vacationers who want to make a difference during their holidays. This investigation questions this belief using potential tourists' perceptions of volunteer tourism organisations.
• Through a multiple sorting procedure, respondents interpreted the promotional material of volunteer tourism organisations to describe this form of tourism and differentiate between organisations. The results suggested that respondents distinguish between organisations offering a volunteering experience and a holiday experience.
• Furthermore, the respondent's level of familiarity with expedition activities was important, as respondents with a high level of familiarity seek different benefits from their experience. The study suggests that volunteer tourism is a diverse sector, with different emphases on holiday and volunteering elements.

Copyright © 2006 John Wiley & Sons, Ltd.     

Cultural Diversity and Export Growth in the U. K.

Abstract

This study provides comparative empirical evidence concerning the motives for exporting of Asian and indigenous¹(white)-owned small and medium-sized enterprises (SMEs) in the U.K. Findings are primarily based on a large scale sample of U.K. firms and Factor Analysis together with MANOVA are employed to establish whether statistical differences exist between the groups of firms in relation to their motives for undertaking export activities. Also reported, are selected findings from a series of in-depth interviews. This investigation provides a contribution to the literature since it questions whether current export assistance and targeting procedures are suitable for addressing the export stimuli perceived as important by managers from different sub-cultures.     

Conceptualizing dysfunctional consequences of performance measurement in the public sector

ABSTRACT

Performance measurement (PM) has become increasingly popular in the management of public sector organizations (PSOs). This is somewhat paradoxical considering that PM has been criticized for having dysfunctional consequences. Although there are reasons to believe that PM may have dysfunctional consequences, when they occur has not been clarified. The aim of this research is to conceptualize the dysfunctional consequences of PM in PSOs. Based on complementarity theory and contingency theory we conclude that dysfunctional consequences of PM are a matter of interactions between PM design and PM use, between control practices in the control system and between PM and context.     

U.S. Strategic Trade Policy and the Competitiveness of the U.S. Construction Industry in Developing Country Markets

SUMMARY

U.S. government trade policy increasingly reflects “strategic trade” beliefs that, because competition in markets is imperfect, governments can act strategically to affect trade flows and enhance national welfare. The U.S. National Export Strategy targets the infrastructure sector in twelve developing countries as a strategic opportunity for U.S. construction firms. This paper examines whether U.S. government export promotion initiatives effectively implement strategic trade policy by providing appropriate support to these firms in that target market. It concludes that, within limits, they do.     

Innovating in the local systems of small medium sized enterprises: the experience of Tuscany

Innovation policies addressed to SMEs in Tuscany (and in Italy as well) have given, so far, a very limited contribution to improving the SMEs performance in terms of competitiveness and technological enhancement. The interpretation the paper attempts to demonstrate is that innovation policies have been designed for a ‘generic’ SME, in a frame of traditional sectors, within administrative areas, whereas successful SMEs are not merely operating in a given sector or area; they are agglomerated in peculiar Spatial Systems of Small Enterprises (SESS). The productive, spacial, social models of functioning of a typical SESS are described in order to:

(i) identify the local mechanism of interdependencies (between firms, labour force and local government), which generates relevant flows of external economies;

(ii) prove that innovation policies have neglected the vital characteristic of the SMEs (their agglomertion in SESSs).

Finally, a new innovation policy for SMEs designed by the Regional Government of Tuscany is presented.     

The effect of local and global linkages on the innovativeness in ICT SMEs: does location-specific context matter?

Abstract

Countries differ significantly with regard to the location-specific contexts in which they are embedded. The aim of this paper is to extend the discussion on the effects of local and global innovation collaborations on the degree of novelty of innovation by considering this context. Our main question is: Does embeddedness in the developed or emerging country context affect the likelihood of benefiting from local or global linkages for innovations with higher novelty?

The paper is based on data gathered through a survey of firms in the ICT sector in an emerging economy (India) context and from two Scandinavian countries (Sweden and Norway). The findings of this study show that global linkages do indeed impact the degree of novelty of innovation. However, country context does have a moderating effect. While the effect of global linkages is highly positive on the innovativeness of Scandinavian firms, for the Indian SMEs, the linkages that give novel innovations are the regional ones.     

Compliance with Producer Responsibility Legislation: Experiences from UK Small and Medium‐sized Enterprises

This study investigated the legal performance of UK small and medium‐sized enterprises (SMEs) with producer responsibility legislation. The research incorporated legislation controlling packaging and packaging waste, waste electrical and electronic equipment and the restriction of the use of certain hazardous substances in electrical and electronic equipment. Compliance audits and interviews were conducted with SMEs, regulators, government officials and SME support organisations. A total of 44 SMEs from the north‐west of England were audited between April and September 2008. The study's findings suggest:

• low levels of ‘letter of the law’ and ‘spirit of the law’ compliance;
• enforcement activity and surveillance of SME compliance was generally low; there has not been any formal enforcement action taken under the WEEE Regulations or the RoHS Regulations and enforcement under the PER Regulations is extremely low.

Recommendations on how to improve SME compliance control systems are provided. Copyright © 2010 John Wiley & Sons, Ltd and ERP Environment.     

Placing entrepreneurship and firming small town economies: manufacturing firms,adaptive embeddedness,survival and linked enterprise structures

ABSTRACT

SMEs make a major contribution to the economy of cities and places. The relationship between firms and place is increasingly explained through the application of city-based externality models. Such explanations have limited validity in a number of contexts. One of these is in the economies of small- and medium-sized towns and communities (SMST). Whilst convention has sought to apply core-periphery explanations to the functioning of firms within SMSTs, the economies of SMSTs and entrepreneurial processes of SME embedding, adaptation and survival in such places are more complex. This paper explores these entrepreneurial processes in the context of manufacturing firms in five SMSTs in the West Midlands, UK. The paper uses interview data to understand the relationships between SMEs and place through the development of successive and evolving linked enterprise structures. Through these linked enterprise structures, SMEs engage in a process of adaptive embeddedness, resulting in new resource configurations through fluid iterations of structural, emotional, and circumstantial embeddedness. This paper is the first to identify and explore these different forms of embeddedness.     

The influence of knowledge management and professionalization on the use of ERP systems and its effect on the competitive advantages of SMEs

ABSTRACT

Although the literature on Enterprise Resource Planning (ERP) systems emphasizes the importance of knowledge management and professionalization in the use of these systems, the factors that mediate these relationships are not sufficiently developed in SMEs. This study proposes the adequate application of knowledge management and professionalization would help to improve the use of ERP systems. The research uses the structural equation approach based on PLS-SEM technique with a sample of 137 Spanish SMEs. The results show that professionalization and knowledge management significantly affect the use of ERP, as well as imply a mediating effect on the competitive advantages of the SMEs.

Abbreviations: ERP: Enterprise Resource Planning; SMEs: Small and Medium Enterprises; PLS: Partial Least Squares; SEM: Structural Equation Modelling     

A hermeneutic analysis of critical success factors for Enterprise Systems implementation by SMEs

ABSTRACT

This study employs the critical hermeneutic approach to identifying current knowledge limitations and propose future research directions. Through five hermeneutic cycles of review, analysis, synthesis and interpretation of the existing literature and success stories reported by 30 small-and-medium enterprises (SMEs), this study identifies critical success factors (CSFs) that are unique to SMEs, frequently cited in the literature, and influential as perceived by SMEs. The study offers contributions by providing a synthesis of CSFs for SMEs; highlighting current knowledge gaps; proposing avenues for future research; and demonstrating the suitability of the critical hermeneutic approach to studying CSFs for ES implementation.     

Predictors of flexible working arrangement provision in small and medium enterprises (SMEs)

SMEs comprise 99.7% of all private sector businesses in Australia and employ 70% of the private sector workforce. They are therefore important to policies on flexible work arrangements (FWAs). The provision of FWAs has been found to usually contribute positively to employee well-being and business performance. However, the majority of studies focus on large firms and it is unclear whether these associations apply equally to SMEs. Using data from the Australian Bureau of Statistics Business Longitudinal database for 2007–2011(n = 2788), this study investigates the extent to which factors such as firm size, industry sector, terms of employment, employees’ skills and use of the internet at work affect the provision of FWAs in SMEs. The findings show that smaller businesses are constrained by resources to provide FWAs, but do so in pursuit of industry norms and/or as a result of the profile of their employees. It is also easier to provide FWAs in certain industries than in others and use of the internet facilitates the provision of FWAs.     

Financing the social economy: a case study of Triodos Bank

Nonprofit and voluntary sector organisations are taking an increasingly sophisticated approach to their financial management, including their banking requirements. While there have been signs that the mainstream commercial banks have been responding to those needs, recent years have also witnessed a number of initiatives taken by organisations with roots closer to the nonprofit and voluntary sector. One such organisation is Triodos Bank. This paper seeks to explain what Triodos Bank does, paying particular attention to those unusual features of its operations which are likely to be of interest to managers of nonprofit and voluntary sector organisations. It is suggested thatwhatTriodosdoesisbothinterestinginitself and indicative of ways in which social economy financing might develop in the future. Copyright © 2001 Henry Stewart Publications     

Green supply chain management – food for thought?

ABSTRACT

This paper investigates the impact of green supply chain management (GSCM) practices on the performance of UK food retail small and medium-sized enterprises (SMEs). A quantitative approach using a non-probability sampling of 84 participants was employed. Based on the literature review, five hypotheses were developed and tested using the partial least square-structural equation modeling (SEM-Smart PLS 2.03) approach. The reviewed literature revealed that key internal drivers (ID) and external pressures (EP) stimulate organizations to initiate GSCM practices in UK food retail SMEs. Though empirical findings strongly supported the statement that ID influence GSCM practices, they did not show a significant relationship between EP and GSCM practices. Literature also suggests that practicing GSCM can help improve the efficiency, brand image (BI) and profitability, and thus improve the overall firm performance which is also empirically proved. This study helps enrich existing theories on SCM and organizational performance. As to practical impact, this study should facilitate SMEs in GSCM practices and thus help green the economy. While the findings of this study have limited generalisability as the data were collected from UK SMEs only and the sample size was comparatively small, this research establishes a foundation for further study in this domain.