Satisfaction with mobile services in Canada: An empirical investigation

While customer satisfaction and loyalty regarding most physical goods and services have been well explored in academic literature, there exists little research on these factors with respect to mobile telecommunications services. Nevertheless, standardized satisfaction measures are suggested to be useful for various telecom-industry stakeholders. However, such a global standard measure of satisfaction with mobile services does not exist. This study taps into these voids and examines the antecedents of customer satisfaction and loyalty through an empirical investigation of 210 young adult cellular subscribers in Canada by adapting the American Customer Satisfaction Model. Based on this model, the satisfaction index of young adult Canadians was calculated. Overall, this study offers insights for service providers, policymakers and subscribers; and forms the foundation for future benchmarking of the performance of wireless network operators in terms of user satisfaction and loyalty.     

New business starts and economic activity: An empirical investigation

This paper identifies two types of factors that influence the rate of creation of new firms; macroeconomic and microeconomic. The macroeconomic climate that appears to be most conducive to the formation of small businesses is what might loosely be called sluggish. Lower rates of growth of GNP, lower inflation rates, and greater growth in the unemployment rate were followed by increases in the rate of new incorporations. The cross-sectional or micro-economic factors which lead to higher rates of entry into different industries include higher growth rates in sales, higher research and development intensity, and higher profit rates. We do not find any of the traditional barriers to entry to be related to the rate of new firm creation.     

Joint ventures vs. Non-joint ventures: An empirical investigation

This paper describes a longitudinal empirical study comparing joint ventures and non-joint ventures in the petroleum industry as they compete for oil and gas leases. Results indicate that, while enjoying a significant advantage in market power, joint ventures do not perform any better than non-joint ventures at identifying potentially productive leases. Because of the higher payments made for these leases, the overall performance of joint ventures is significantly lower than that of non-joint ventures.     

Governance and social media in African countries: An empirical investigation

This study assesses linkages between social media and governance dynamics in 49 African countries for the year 2012. The empirical evidence is based on ordinary least squares and quantile regressions. Ten bundled and unbundled governance dynamics are used, notably: (i) political governance (entailing “voice & accountability” and political stability/no violence); (ii) economic governance (involving regulation quality and government effectiveness); (iii) institutional governance (comprising the rule of law and corruption-control) and (iv) general governance (entailing political, economic and institutional governance). Social media is measured with Facebook penetration. The findings show that Facebook penetration is positively associated with governance dynamics and these positive nexuses differ in terms of significance and magnitude of significance throughout the conditional distribution of the governance dynamics.     

An empirical investigation of strategic investment decision models

Numerous authors have argued for the need to study the process of strategic decision making. In the present study a judgement capturing methodology is employed, to identify the specific structures of decision models and simplification heuristics in a series of strategic investment decisions. Implications of the results and suggestions for future research are discussed.     

Generic business strategies,organizational context and performance: An empirical investigation

Some of the common organizational requirements prescribed for generic business strategies of cost leadership and differentiation are empirically examined in a study consisting of 69 business units. The results suggest the fit between business unit strategy and the internal organization of multi-business companies does have an effect upon business unit performance.     

An empirical investigation of network-oriented behaviors in business-to-business markets

This study is concerned with the extent to which network-oriented behaviors directly and/or indirectly affect firm performance. It argues that a firm's interaction behaviors in relation to an embedded network structure are key mechanisms that facilitate the development of important organizational capabilities in dealing with business partners. Such network-oriented behaviors, which are aimed at affecting the position of a company in the network, are consequently important drivers of firm performance, rather than the network structure alone. We develop a conceptual model that captures network-oriented behaviors as a driving force of firm performance in relation to three other key organizational behaviors, i.e., customer-oriented, competitor-oriented and relationship-oriented behaviors. We test the hypothesized model using a dataset of 354 responses collected via an on-line questionnaire from UK managers, whose organizations operate in business-to-business markets in either the manufacturing or services sectors. This study provides four key findings. First, a firm's network-oriented behaviors positively affect the development of customer-oriented and competitor-oriented behaviors. Secondly, they also foster relationship coordination with its important business partners within the network. Thirdly, the effective management of the firm's portfolio of relationships is found to mediate the positive impact of network-oriented behaviors on firm profitability. Lastly, closeness to end-users amplifies the positive effect of network-oriented behaviors on relationship portfolio effectiveness.     

An empirical investigation of firm public and private knowledge

Many studies examine firm private knowledge, but purport to be generalizable to the totality of firm knowledge, both public and private. This study demonstrates that public and private firm knowledge are empirically separable constructs that have significant and yet different influences on innovative outcomes. The example of product development effectiveness within this study shows that both public and private knowledge are significantly related to product development quality; however, public knowledge is negatively related to quality lapses while private knowledge is positively related to quality lapses. Copyright © 2002 John Wiley & Sons, Ltd.     

An empirical investigation of the determinants of asymmetric pricing

This article empirically investigates the cause of asymmetric pricing: retail prices responding faster to cost increases than decreases. Using daily price data for over 11,000 retail gasoline stations, I find that prices fall more slowly than they rise as a consequence of firms extracting informational rents from consumers with positive search costs. Premium gasoline prices are shown to fall more slowly than regular fuel prices, which supports theories based upon competition with consumer search. Further testing also rejects focal price collusion as an important determinant of asymmetric pricing.     

Environment-quality management coalignment across industrial contexts: An empirical investigation of performance implications

Quality management (QM) affects many variables related to marketing. Persuaded by the numerous benefits and competitive potential of QM, many firms have decided to implement QM programs. The study examines how the fit between industrial environment characteristics and QM practices impacts financial, operational and employee performance. To test our hypotheses, we surveyed a sample of 273 managers. The findings suggest that the results of implementing QM practices depend on the degree on internationalization of the industrial environment, as well as on the existing level of competence. Findings offer implications for marketing theory and practice as well as for strategic management and QM.     

Marketing antecedents of industrial brand equity: An empirical investigation in specialty chemicals

Industrial branding has emerged as an important issue, allowing firms to gain substantial competitive advantage, especially in markets where product commoditization and electronic procurement are on the increase. This article proposes, and empirically validates, a theoretically structured approach to measure brand equity, its antecedents and its consequences for industrial products. The model distinguishes between product and corporate brand equity, uses buyer perceived performance on the dimensions of the marketing mix as antecedents of brand equity, and relates them to re-purchase and loyalty intentions.     

A process-oriented perspective on customer relationship management and organizational performance: An empirical investigation

Research on the CRM-performance link has been fragmented due to various perspectives on CRM. This study, considering different concepts of CRM, proposes a process-oriented framework for examining the relationship among CRM resources, CRM process capabilities, and organizational performance. Based on the resource-based view (RBV) of the firm, CRM resources are classified as “technological CRM resources” and “infrastructural CRM resources”. Data from 77 Iranian Internet service provider firms were gathered in a field survey. The empirical work indicates that the measured constructs demonstrate key psychometric properties including reliability and validity. The results reveal that CRM processes are more affected by infrastructural CRM resources rather than technological CRM resources. Moreover, the findings indicate that firms with improved CRM process capabilities enjoy better organizational performance.     

An empirical analysis of inventory turnover behaviour in Greek retail sector: 2000-2005

In this study we investigate the determinants of inventory turnover. The study is based on an econometric analysis of inventory behaviour using an inventory turnover model. The empirical implementation of the model was conducted on a sample of financial data for 566 Greek retail firms for the period 2000-2005. By employing panel data techniques it was found that inventory turnover ratio is negatively correlated with gross margin and positively correlated with capital intensity and a measure of sales surprise.Decomposing the variance into its components associated with year, firm and retail segment effects, we found that a substantial amount of inventory turns variability is due to segment-wise effects. Moreover, the inventory turnover reaction to different sales changes was also studied. It was estimated that changes in sales bring on bigger changes when firms operate in sales-declined region. These results are useful in identifying methods and applications to improve inventory performance among firms and over time.     

How businesses should govern knowledge-intensive collaborations with universities: An empirical investigation of university professors

In light of the high relevance of universities as sources of knowledge, university-business collaboration (UBC) offers significant opportunities for businesses with respect to making use of external academic research and innovation support. Unlike knowledge-intensive collaboration with other businesses, UBC has particularities which need to be considered, notably the role of professors as individual decision makers. Additionally, to assign intellectual property rights to knowledge and to reduce the danger of opportunistic behavior, mutually beneficial UBC requires adequate governance mechanisms. As previous research has not investigated the effects of governance mechanisms on knowledge sharing (knowledge combination, learning, and co-poiesis) and the achievement of joint goals in UBC, our empirical study covering 415 German professors examines these relations. We find a positive influence of relational governance and a negative influence of transactional governance on knowledge sharing in UBC. Regarding the influence of knowledge sharing on the achievement of joint goals, we find positive impacts of knowledge combination and co-poiesis and a negative impact of learning on the achievement of joint goals.     

Assessing generic strategies: An empirical investigation of two competing typologies in discrete manufacturing industries

In spite of the extensive empirical evidence supporting Porter's (1980) typology of generic strategies, many researchers have criticized it for its conceptual limitations. To address these criticisms, Mintzberg (1988) proposed an alternative typology of generic strategies. Our findings, based on a survey of executives in manufacturing firms, provide support for Mintzberg's typology and fail to support Porter's typology. Given the findings, we call for further empirical validation of competing typologies to revitalize research on generic strategies.     

Interconnection in international telecommunications: An empirical investigation of United States settlement rates

Several national governments have expressed concern at the inability of carriers to negotiate lower accounting rates. Ergas and Patterson (1991) and Frieden (1997) argue that it is only on bilateral markets with facilities-based competition at both ends that conditions favour accounting rates reductions. In the absence of facilities-based competition, Frieden also suggests that service providers, such as resellers, may provide a second best opportunity to place downward pressure on accounting rates. This study extends the work of Ergas and Patterson by developing an econometric model of settlement rate pricing. The model is estimated on data for 27 US bilateral telephone markets for the period 1985 to 1995. Parameter estimates are used to identify settlement rate determinants, and so highlight impediments to efficient international telecommunications pricing. A novel feature of the model is the inclusion of a resale market structure variable.     

An empirical investigation of technology acceptance in a field sales force setting

Gaining technology acceptance by salespeople is critical in modern organizations. Sales technology is an integral tool for enhancing customer-related information management and knowledge development. Knowledgeable salespeople are able to use the information and knowledge to practice adaptive selling, improve performance, and enhance their firm's competitive advantage in the marketplace. This study proposes and tests a model linking technology acceptance to adaptive selling and job performance of field salespeople. The results provide evidence that behavioral intentions to use technology positively affect salesperson performance through enhanced propensity to practice adaptive selling. Implications of the study for managers and researchers are discussed.     

Linking learning and knowledge creation to project success in Six Sigma projects: An empirical investigation

This study investigates the impact of two organizational antecedents, (1) Six Sigma resources (technical) and (2) team psychological safety (social), on learning behaviour and knowledge creation and, in turn, on the success of Six Sigma process improvement projects. The paper proposes an integrated model to explain process improvement implementation success through two learning activities undertaken by Six Sigma project teams: Knowing-what and Knowing-how. The conceptualization of these knowledge types in this research is different from usual conceptualization as it represents the knowledge brought into projects through various phases of Six Sigma projects. The three hypotheses proposed in the model were tested using the data collected from 52 Six Sigma project teams from a single organization. Regression analysis showed psychological safety affects project performance through knowing-how. Regression and bootstrapping analyses showed resources influence project performance through the combined mediation of knowing-what and knowing-how.The paper provides an interdisciplinary treatment of knowledge management in process improvement teams, and offers a research model demonstrating how Six Sigma project teams promote deliberate organizational learning. By doing so, this study empirically establishes the notion that technical and social supports jointly impact the success of operations management initiatives such as Six Sigma through learning. The limitations of the study along with the future research directions are highlighted.