Learning for environmental adaptation and knowledge-intensive services: the role of public networks for SMEs

Small and medium-sized firms are suffering increasing pressure related to environmental adaptation because they cannot create the required technological and organizational competences and there is not a sufficient and appropriate supply of advanced business services for green management in their surroundings. Research results illustrate the usefulness of a cooperative platform based on information technologies, with public support, in providing knowledge-intensive services correcting the inefficiency of the environmental consultancy market and its failure to provide public goods. This research also establishes a relationship between the operation of a reticular model and firm environmental learning by illustrating the improvements in environmental and economic performance that the dissemination and absorption of knowledge can create. We are focusing our attention on an environmental website developed by a Spanish regional network, a project in which good green practices come through virtual inter-organizational cooperation. Empirical analysis is based on the study of the network case and a survey of 348 partner firms over a period of 4 years (2002–2005). An analysis of quantitative and qualitative information tested the validity of the measurements and results with data triangulation.     

An investigation into the compatibility of consultation and performance comparison in the UK's policy of Best Value

The policy of Best Value (BV) has been at the centre of the modernization of English and Welsh local government since 1999. At the heart of BV, is a performance management framework aimed at securing continuous improvement in the delivery of local services. This article critically examines the performance comparison – comprising performance indicators, audits and inspections – and consultation elements of this framework from the perspective of how they provide separate avenues to confirm the achievement of continuous improvement in local services. Three key issues are singled out for particular attention and investigated from a conceptual and empirical basis. The first issue relates to the construct validity of the performance comparison and consultation process in terms of the extent to which they are able to identify failing local services. The second issue involves an examination of whether the performance comparison elements of BV are conducted consistently between authorities, auditors and inspectors and thus the extent to which they provide accurate information about the performance of local services. The third issue identifies the impact of the consultation and performance comparison elements of BV on aspects of service delivery not subjected to these two confirmatory processes. Survey findings drawn from the views of 389 BV lead officers across local authorities in the UK reveal that whilst most respondents believe that the performance comparison elements of BV are able to accurately ‘identify failing services’, they strongly dispute the consistency of the performance comparison elements of BV. In addition, the survey findings reveal that more respondents than not believe that the performance comparison processes of BV serve to adversely skew resources away from areas of activity subject to less formal measurement. Detailed case study evidence drawn from three local authorities involved in the completion of the entire BV process offer further insights into the compatibility of the performance comparison and consultation processes of BV.     

Evaluating service firms: Approaches with policy recommendations

Evaluation of service firms is a problem because the service sector of the world economy is growing so fast. Consumers often do not have reliable information about services prior to making a buying decision. This paper presents a model of service evaluation. Several applications, including Consumers' Checkbook, Which? and a test conducted in the U.S., of a mail survey methodology are examined as possible solutions to this problem. Lessons learned from these experiences are provided. Finally, implications are drawn regarding tactical, public policy, and academic research issues.     

Public-Private Partnerships for Service Delivery

This article reports on the performance of services contracted out by the public sector to private sector organisations. The conclusions are based on probably the biggest-ever questionnaire survey on this topic to-date: it covered 7,500 public-private partnerships, and was replicated annually over three years. The private sector organisations providing the services included multinationals like IBM and Andersen Consulting as well as local firms. The public sector "clients" were all from three Australian states or the Australian federal government. The study not only shows that these partnerships are set to go on expanding fast, but also explores the ways in which they have been successful and the pitfalls which the partners need to avoid.     

Measuring the Performance of New Service Development Activities

The aim of this research was to investigate how service firms evaluate their new service development (NSD) activities. A survey of marketing managers in UK service firms was used to elicit information on two subject areas. First, the firm's approach to NSD, its strategy, and the scope of its activity in this area. Second, the firm's approach to measuring performance at both the project and the programme level. It was found that although new services are an important source of revenue for most, firms are still not satisfied with their ability to develop new services. On the whole, service firms employ a limited number of measures of performance, and often these do not reflect the reasons behind development. Significantly, financial measures of performance are most often used by less innovative firms, fast followers employ customer-based measures of performance, and truly innovative firms measure performance along a number of softer internal dimensions. The management implications of these findings are discussed.     

Management caveats for measuring and assessing public responsibility performance

More and more, stakeholders are demanding company performance information in the areas of public responsibility. Unfortunately, as companies report these activities, stakeholders, rather than being satisfied, are increasingly demanding additional information. Management is then left wondering why actions meant to satisfy lead instead to greater dissatisfaction. Often, managers do not understand what steps to take in developing good measurement and assessment plans and communicating performance results. This article presents fourteen caveats in a checklist for managers to use as they go through this process. Recommendations for deciding what to measure, developing and interpreting appropriate metrics, setting benchmark standards, building learning systems, developing policies for inclusion of external stakeholders, and communication are given.     

The Advisor-SMF Client Relationship: Impact,Satisfaction and Commitment

This paper investigates the relationship between the type of business advisors used by SMEs and the level of impact and satisfaction a SME receives. The role of other influences, such as the intensity and cost of the service, and the level of commitment to an advisor by the client are also investigated. A structural equation path model is estimated from survey information for SMEs in Britain. The analysis shows that customer impact, satisfaction and re-use intentions are related to the character of the firm (particularly its size), the intensity and cost of services, but is only marginally influenced by the geographical distance between advisor and client. Affective commitment, measured by the level of the ‘trust’ of the advisor by the client, is shown not to be significant, except for public sector and business association suppliers. The importance of trust to these suppliers, despite the low satisfaction levels they achieve, is argued to be incompatible with attempts to charge fees, as has been sought for the government network of Business Link. Both business associations and public sector support bodies therefore have severe limitations in combining their broader roles with a commercially- based fee-based income strategy.     

How useful are IT research and analysis services?

How do firms keep abreast of new waves of information technology (IT) innovations such as CRM and Web services? Many engage IT research and analysis (R&A) firms such as Gartner Group and Forrester Research. But how do buyers of IT R&A offerings actually make use of these services, and how useful do they find them? Why do some companies choose not to use IT R&A services? We examine these questions in the context of a survey, and find that users and non-users of IT R&A services can be classified. Users fall into three groups: proactive, reactive and situational. Non-users are either cost-conscious or need-doubters. We compare the different groups and suggest the implications for management.     

Techno-economic modeling of value network configurations for public wireless local area access

The growing amount of mobile data traffic increases the demand for local area network deployments, and therefore is likely to have an effect on the mobile communications ecosystem. Several alternative value network configurations exist giving new business opportunities to different actors, but the attractiveness and success of local area access provisioning remains uncertain. This article analyzes the business of public local area access from the point of view of two potential providers: service application providers, i.e. companies whose core business is to provide information and content services in the Internet, and mobile operators. A quantitative techno-economic model is constructed to quantify the costs and required revenues of operating viable public local area access networks. The results show that the revenue requirements vary between public venue types and value network configurations.     

Books received

The purpose of this paper is to examine the value of various sources and types of information used by purchasers in a specific context; the purchase of public relations services. This paper discusses the particular characteristics of public relations services that affect the information available in the pre‐purchase phase and the various sources of that information. The research concludes that both the type of information used and the sources of that information are affected by both the public relations product variant and the availability of in‐house public relations specialists.     

Effectiveness of Export Support Programs: Impact on the Relational Capital and International Performance of Early Internationalizing Small Businesses

This article evaluates the impact of public export support programs on the internationalization of early internationalizing small businesses. We build and test a conceptual model of the link between export support services and early internationalizing firms’ relational capital and international performance in terms of both economic international performance and the number of foreign markets in which they are present. The results show that financial support is effective in enhancing firm performance only in terms of the number of foreign markets but not in terms of economic performance, that informational support is effective through its influence on relational capital, and that operational support is not. Our findings contrast with those of previous studies on firms that internationalize through stages and suggest that new export support services adapted to early internationalizing firms are needed.     

Towards operationalising and measuring the Traffic Safety Culture construct

The purpose of this study was to increase our understanding of traffic safety culture (TSC) by identifying its constituent components. A review of existing safety culture literature was conducted. Next, 18 international experts participated in a Delphi Technique to rate candidate TSC components. Corresponding survey items were then developed and pretested. Our final survey instrument was mailed to a representative sample of 1700 US households. Their data were used to conduct a factor analysis that yielded a 15 factor structure. The factors that explained the most variance in TSC were support for increased government attention to traffic safety, strict monitoring and control of alcohol-impaired drivers, disapproval of speeding, and avoidance of aggressive driving. Other factors included local engagement, desire for government and private sector accountability, more information, school involvement, teen restrictions, willingness to invest and seatbelt use. This work represents a first attempt to operationalise TSC. Future research will be needed to refine and extend the tentative structure that has been identified. Valid and reliable measurement of this construct should facilitate traffic safety advocates' efforts to overcome the social challenges they face.     

Selling digital services abroad: How do extrinsic attributes influence foreign consumers’ purchase intentions?

This article investigates, through the country-of-origin effect and value-in-use lenses, how the implementation of digital services creates opportunities for cultural industries to expand internationally. We argue that intrinsic attributes of cultural content such as the capacity to entertain are difficult to parameterize because they are somewhat experiential and subjective. This means that extrinsic cues are essential to foreign consumers when making a decision to purchase digital services. We specifically evaluate the influence of Britishness, cultural distance, exoticness, brand image, and flag-brand congruence on the purchase intentions of consumers in foreign markets. This study employs a unique consumer dataset with information on the internationalization of British cultural digital services. The depth and breadth of the survey data collected through collaboration with a UK media industry partner with a globally recognised brand is significantly richer than data used in previous studies. In particular, the study exploits a survey with 5,200 usable data points from consumers residing in fourteen geographically dispersed countries. Findings support theoretical predictions that Britishness, cultural distance, exoticness, brand image and flag-brand congruence are positively linked to the purchasing decisions. Theoretical and managerial implications are discussed.     

Assessing and managing the university technology business incubator: An integrative framework

This article provides a conceptual framework for assessing and managing the university technology business incubator (UTBI) as a tool for new venture creation. It is widely believed that UTBIs contribute to the nurturing of new technology-based firms (NTBFs). However, they have escaped systematic review in the United States due to a lack of historical data. To fill this gap, a new UTBI performance assessment framework is proposed, which is drawn from a combined survey of the existing body of knowledge in the areas of business incubation, the university's involvement in technology and business development support, and the commonly accepted approaches to organizational assessment that provide the necessary building blocks for the integrative framework. The proposed model is comprised of three performance dimensions: (1) program sustainability and growth; (2) tenant firm's survival and growth; and (3) contributions to the sponsoring university's mission. Further, the scope and effectiveness of the facility management policies, and the provision of services are assessed. The application of this framework is illustrated using four representative UTBI cases selected from a field of 30 five-year or older U.S.-based facilities and their 29 tenant firms out of the 84 firms contacted for the survey (35%). A comparative review of these four cases reveals that the framework provides a flexible methodology to assess the performance of UTBIs. The article concludes with a set of elements identified for evaluating UTBIs under the aforementioned three performance dimensions providing measurement indicators. This framework seeks to provide conceptual clarity for those responsible for assessing UTBI performance, directing their operations, or endeavoring to create them.     

Evaluating food hygiene inspection schemes: ‘Scores on Doors’ in the UK

Food hygiene inspection results previously kept confidential from the public may now be released, and this gives food authorities the opportunity to publish these ratings, known as ‘Scores on Doors’, allowing consumers to make informed decisions when deciding where they will eat. The UK's Food Standards Agency (FSA) is supporting trials of some of these schemes, which will involve more than 60 of the 400 local authorities, some of which have yet to launch their schemes. Other food authorities are running disclosure schemes independent of the FSA pilot scheme. The FSA has commissioned an evaluation of ‘Scores on Doors’ schemes to determine which is the most effective scheme with a view to launching a consistent nationwide scheme. A survey of ‘Scores on Doors’ schemes reveals many differences in the way they operate. This includes differences in the interpretation of scores, the extent of information that is disclosed, the communication channels used to disclose information, the amount of publicity provided for businesses and the public, the publicity given to the schemes by local media, and whether businesses are scored retrospectively or scored at inspection following the launch of the scheme. The implications of these variables for a comprehensive evaluation of the schemes are explored.     

Thiscompanysucks.com: the use of the Internet in negative consumer‐to‐consumer articulations

The Internet has provided a forum through which consumers who are dissatisfied with various companies can vent their anger towards these corporations. A number of World Wide Web (WWW) sites have cropped up on the Internet, their specific aim being the fomenting of negative communication about companies: these are known as corporate complaint WWW sites. Little research has been conducted on negative on‐line consumer‐to‐consumer articulations and the possible impact that these might have on consumers' perceptions and attitudes. This paper attempts to foster discussion on the use of the Internet in facilitating consumer‐to‐consumer communication, particularly negative communication. First, background information on corporate complaint WWW sites is provided. Then, a survey that was conducted in order to glean information on consumer knowledge of and responses to these kinds of WWW sites is discussed. The results indicate that, among the population used in this study, the awareness of corporate complaint WWW sites was moderate. However, when respondents were aware of them, they were likely to visit them. Social influence plays a role in influencing awareness and prompting visits to corporate complaint WWW sites. In addition, an individual difference factor, attitudes towards complaining, influenced the kinds of activities in which the respondents engaged when they visit corporate complaint WWW sites. Future research directions are proposed.     

Services supporting female entrepreneurs

There are many public initiatives that fund services which support women entrepreneurship. In order to help them improve, this paper takes a closer look at the characteristics of female entrepreneurs, their motivations, and the difficulties they face in their ventures. Through a literature review and the results of a Delphi study with 25 technicians from an EU-funded support programme, this research concludes that policies for the support of women entrepreneurs should aim at strengthening pull motivators and concentrate in designing programmes specifically tailored to the type of business, focusing on long-term policies rather than short-term initiatives.     

The Ethical Challenges of Direct-to-Consumer Genetic Testing

Genetic testing is currently subject to little oversight, despite the significant ethical issues involved. Repeated recommendations for increased regulation of the genetic testing market have led to little progress in the policy arena. A 2005 Internet search identified 13 websites offering health-related genetic testing for direct purchase by the consumer. Further examination of these sites showed that overall, biotech companies are not providing enough information for consumers to make well-informed decisions; they are not consistently offering genetic counseling services; and some sites even offer tests with little evidence of clinical value. This article aims to raise company and consumer awareness about the ethical concerns surrounding the direct-to-consumer marketing of health-related genetic tests. It also suggests ways that biotech companies can bring their services to the public in an ethically responsible manner, without increased regulatory oversight. Submitted for the Special Issue on Ethical Issues in Biotechnology.     

Speeding solar energy commercialization: A Delphi research of marketplace factors

A two-stage Delphi research study was undertaken to determine and measure the attitudes of the public regarding factors that may either inhibit or stimulate solar energy commercialization today and over the next 10 years. Some factors judged important were product cost, lack of product knowledge, lack of governmental support, and public concern over the energy crisis. The factors were determined by a group of energy conscious respondents who completed the Delphi research. They also indicated the likely and desirable actions to be taken by government and business. These included more funding of research and development, tax incentives, increased public education, and reduced prices. The Delphi research proved to be an effective method for investigating solar energy commercialization, as the attitudes expressed in the second survey converged with those identified during the first stage. Furthermore, governmental and business actions suggested in the study could help to initiate greater solar energy use and developmental efforts.