Influence factors for operational control and compensation in professional service firms

Professional service firms have distinct operational challenges due to the type of work that is transacted by the employees of these firms, and due to the nature of the employees themselves. In this paper, we develop and present factors that influence professional service operations in firms and compensation structures for professional service providers. We establish professional service influence factors, which we posit will impact agency relationships in professional service firms. That is, we hypothesize that professional service influence factors (PSIFs) will moderate the effect of task programmability and outcome measurability in predicting the use of behavior- or outcome-based compensation schemes (control strategy). Logistic regression is used on data provided by 192 professional service providers in order to examine the impact of the agency variables and moderating factors on control strategies. The results indicate that company- and profession-based factors have moderating effects on task programmability when predicting control strategy. We discuss the implications of our findings.     

Social and cultural capital in project marketing service firms: Danish architectural firms on the German market

This article analyses the marketing activities of three Danish architectural firms in Germany during the 1990s from a perspective that is new to project marketing, in that the Bourdivan concepts of social and cultural capital are applied to the offerings and activities of firms. In architecture, cultural capital accumulation entails such things as building visible buildings, winning design competitions, or obtaining important tenders, whereas social capital is accumulated through the recognition by other construction industry actors that one is a member of their circles. The cases presented provide support for our claim that the accumulation of social and cultural capital is crucial to acquiring architectural projects, while also indicating that cultural and social capital are internationally transferable to a limited extent only. This in turn suggests that national construction industries are best viewed as distinct project marketing milieus.     

Lateral hiring and the performance of professional service firms: the moderating effects of leverage ratio

We theorized and tested the performance implications of the lateral hiring by professional service firms (i.e. law firms). Using a longitudinal dataset of lateral partner hires in 148 US law firms between the years of 2004 and 2008, the results indicated that the size of lateral hiring had a reversed U-shape relationship with the financial performance of a firm. In addition, the leverage ratio (i.e. the ratio between associate lawyers and partners) significantly moderated the reversed U-shape relationship between lateral hiring and firm performance, such that the placement of the bend in the curvilinear relationship, that is, the threshold, occurred more quickly at a low than at a high leverage ratio. This study contributes to the literature on strategic human resource management in professional service firms by providing empirical evidence on the effect of lateral hires and by emphasizing that lateral partner hiring should be considered with other important HR issues to fully capitalize lateral partners.     

A framework for understanding the role of unlearning in onboarding

Onboarding provides an opportunity to realize a return on investment from hiring processes, and to ensure that new employees meet their full potential. Therefore, designing and managing effective onboarding is an important human resource management function. Discussion of onboarding emerged from the psychology literature and has focused heavily on socialization. In this paper, we offer a new framework of onboarding from a learning theory perspective. This framework contributes to the onboarding literature by identifying two additional and critical considerations. First, we demonstrate that learning theory provides a new lens through which to view onboarding, and we examine how the specific concept of unlearning could be applied in this context. In addition, we argue that it is critical to recognize the unique learning needs of specific talent segments to design appropriate onboarding. We conclude with key considerations for future research to enhance the onboarding experience for newcomers and optimize organizational outcomes.     

Stepping into the kitchen: lay clients as co-producers of a professional service

This study examines the implications for service organizations and their staff of clients’ involvement as co-producers of a professional service. Two female infertility clinics were analysed, one using micro-surgery (MS) and the other in-vitro fertilization (IVF) techniques. These differed on the dimension of patients’ involvement in the delivery of treatment. In the MS clinic patients were ‘passive’ recipients of treatment, whereas in the IVF clinic patients were required to partake as co-producers in the delivery of the medical service. Thus, reflected here are two different forms of client–provider interface, which the results show to have different implications. Bringing the clients, as co-producers, ‘into the kitchen’ where service is prepared (IVF) was found to involve issues associated with the lay client–professional provider work interactions, like perceptions of performance, functional work behaviour (conflicts, poor co-ordination, etc.), lower work/service satisfaction of staff and clients, and coping with service uncertainty. These and other implications for front-line service are examined and discussed.     

Interpreting IS alignment: A multiple case study in professional organizations

This paper centers on the interpretation attributed by organizational members to the information systems (IS) alignment concept. Its objective is to study IS alignment in professional organizations. Specifically, it reports on an interpretive study conducted in five Chilean organizations; four professional and one entrepreneurial, of which two are private and three are public. The theoretical background of our study is derived from three IS strategic alignment conceptualizations: managerial, emergent and critical. These concepts formed our theoretical framework that guided data collection and analysis. The study centers on the meanings organizational members assigned to IS strategic alignment, as well as their views on the barriers that hinder achieving this level of organizational integration. The analysis results are summarized in seven hermeneutic themes that point out the different connotations the organizations assigned to IS alignment. The significance of the findings are summarized in four insights that formulate theoretical and practical implications. These insights refer to: (1) the difficulties of achieving alignment for professional organizations, particularly public ones, (2) the limitations these organizations have in being agile, (3) the rationale for acquiring technology and determining IT skills, and (4) the imperative meaning that CIOs attribute to IS alignment. The paper concludes with a reflection on the limitations and relevance of the research.     

Crossing the level of employee's performance: HPWS,affective commitment,human capital,and employee job performance in professional service organizations

Extant research on high-performance work systems (HPWS) has primarily examined the effects of HPWS on firm-level performance from a macro perspective and mostly in manufacturing settings. This study extends this literature by integrating social exchange theory and human capital theory perspectives to examine how shop-level HPWS affect employee individual performance in the service context, especially focusing on the small-scale professional service organizations. Data collected from multiple sources included 97 hair salon shop owners and 284 hairdressers as well as objective job performance measured in terms of each hairdresser's average monthly service sales. Results from cross-level analysis indicated that the relationship between shop-level HPWS and employee job performance was mediated by employee affective commitment and their human capital. These findings shed new light on the mechanisms through which HPWS impact employee outcomes and serve to bridge between macro and micro perspectives of human resource management.     

A maturity framework for autonomous solutions in manufacturing firms: The interplay of technology,ecosystem, and business model

Significant advancements within the fields of digitalization, electrification, and automation have enabled the development, testing, and implementation of increasingly advanced autonomous solutions. Current examples of industrial automation promise significant economic and sustainability-oriented benefits for industrial customers. Yet, implemented autonomous solutions have rarely advanced beyond ‘islands of autonomy’. Although enabling initial improvements in the efficiency and effectiveness of operations, they have not led to the systemic process improvements that fully integrated site-wide solutions can achieve. It is becoming increasingly clear that the major challenges in this shift extend beyond technology to focus on business transformation and ecosystem relationships. Yet, extant research offers few insights into these domains. There is a need to develop a business-focused maturity framework for autonomous solutions to contribute to a predominantly technical discourse and support equipment actors and their wider ecosystems in commercializing autonomous solutions. Thus, the purpose of this paper is to investigate how industrial equipment manufacturers can align the development of technology, business models and ecosystem relationships for the advancement of autonomous solutions. We build on case studies that include 32 interviews from four industrial equipment manufacturers and their extended ecosystems of customers and partners. We capture our findings in a three-level maturity framework for industrial autonomous solutions. This framework unwraps the attributes of each level from the perspectives of technical system development, ecosystem configuration, and business model design and is complemented by three overarching principles for the successful commercialization of autonomous solutions.

     

The HR quadriad: a framework for the analysis of HRM in project-based organizations

This paper introduces the idea of the ‘HR quadriad’ as a framework for the analysis of HRM as a collective, configurational, and complementary system of roles and practices. The framework highlights the interplay between HR specialists, line managers, project managers, and project workers in the implementation of HR practices. On the basis of a multiple case study comprising six project-based organizations, two organizational factors are singled out as important for the design of the HR quadriad: (1) the nature of project work as either intra-functional or inter-functional, and (2) project participation as either focused or fragmented. The paper gives empirical support to recent research on HRM favoring the synergic integration of the elements of HRM systems designed in a way that acknowledges internal coherence and organizational conditions.     

房改房维修资金短缺的原因与解决方略——以南通市为例

南通市房改房维修服务开展了17年,维修资金已使用了近三分之一。目前,市区房改房住宅质量问题频发,而维修资金短缺的问题也逐年显现。影响维修资金短缺的因素主要有观念、政策、管理和物价等,政府部门需要通过多种手段,妥善解决房改政策遗留下来的这一民生问题。     

Managed by the other: cultural anxieties in two Anglo-Americanized Swedish firms

This paper reports a study of how the co-workers in two major Swedish companies, Volvo Cars and AstraZeneca, respond to the cultural influences from an American and a British company, derived from an acquisition and a merger at the end of the 1990s. These responses are examined in terms of being ‘cultural anxieties’, a form of emotional coping with ambiguities regarding the future on the part of the co-workers. The paper shows that adapting to an alien culture is not a trivial matter but rather includes a series of re-evaluations of predominant values, norms and beliefs. The paper concludes that the organization culture literature needs to recognize the consequences of cultural changes, the movement from one largely taken-for-granted cultural regime to another, more heterogeneous and complex, and how co-workers cope with such experiences of uprooting enacted and agreed upon cultures.     

A multiple criteria sorting method for supporting the maintenance management of medical ventilators: The case of Hospital da Luz Lisboa

Medical equipment is characterized by a constant flow of innovations, which is transforming the delivery of healthcare. This creates the need for healthcare organizations to incorporate methodologies to support the maintenance management of these equipment. Within this context, Luz Saúde, the holding company of one of the largest healthcare groups in Portugal, intends to complement the medical equipment maintenance management program of the biggest hospital in its network, Hospital da Luz Lisboa. To this aim, we develop a decision aiding tool for assessing the maintenance condition of medical ventilators and recommend a plan of action. For that, we apply a multicriteria decision aiding methodology, utilizing the Electre Tri-nC method. In interaction with the decision makers, we construct a model using twelve criteria for assigning ventilators to one of the five ordered categories representing the current condition (excellent, very good, good, adequate, and poor). Most of the medical ventilators in the analysis were considered in adequate or good maintenance conditions, which was consistent with the decision makers’ expectations. A detailed analysis of the results evidenced the robustness of the model. This study constitutes the first step toward the use of multicriteria methodologies for supporting decision processes in Hospital da Luz Lisboa.     

浅谈风电场电气设备中风力发电机的运行维护

风力发电机是实现风能、机械能与电能之间相互转化的机电设备,风力发电机维护的好坏,可以直接影响到发电量和经济效益,在风电场电气设备中占有重要的地位。文章从风力发电机的运行方面入手,探讨了风力发电机的维护方式。     

Work-home interface in a cross-cultural context: a framework for future research and practice

Abstract

With dual-income families on the increase, combining work and family obligations is a daily reality for many individuals. Unsatisfactory combinations of work and home duties can result in various unfavourable individual and organisational outcomes. Therefore, its proper understanding is essential in order to create adequate recommendations for interventions and prevention. There is a need for the development of theoretical frameworks that take cultural context into account in relation to work-home interface (WHI). In this paper a new framework is proposed; ‘the pyramid of intersecting domains of WHI’ that incorporates cultural context and other important work-life interface aspects. It builds on empirical findings of the intersectionality and work/family border theories. The pyramid consists of the following domains: the domain of work and home characteristics, the roles domain and the cultural domain, which intersect to determine the fourth side of the pyramid, that is, the observed WHI. Based on the pyramid several research propositions can be formulated. Implications for researchers and HR professionals are provided.     

Conceptualizing businesses as social actors: A framework for understanding sustainability actions in small‐ and medium‐sized enterprises

Small‐ and medium‐sized enterprises (SMEs) can play a crucial role in advancing environmental and social well‐being. Yet various—often conflicting—explanations have been offered to clarify why SMEs pursue sustainability. Some arguments foreground possibilities of profit maximization, whereas others emphasize individual values and convictions. Research supporting such contradicting explanations is often biased towards large enterprises or small, innovative frontrunners. In this article, we examine the underlying drivers of social and environmental interventions of SMEs by exploring empirical data from a survey of over 1,600 Canadian SMEs and complementary in‐depth interviews. We argue that sustainability actions of SMEs can be understood by viewing these firms as social actors—organizations that are shaped by individual values, internal and external interpersonal relationships, and are embedded in a social environment. This conceptualization directs attention to the full range of factors that shape sustainability engagement of SMEs and highlights frequently overlooked forms of sustainability‐oriented actions.     

Improving customer experience in tourism: A framework for stakeholder collaboration

Tourism represents a service industry replete with unique complexities since a tourist's overall experience is modulated by multiple stakeholders, e.g., immigration officials at airports, policy makers responsible for investment in transportation infrastructure and managers at various tourist attractions. Effective management of customer satisfaction in this service sector entails cross-functional collaboration and a transparent measurement scheme that clearly delineates the impact of each stakeholder's actions on overall customer experience. In this paper, we propose a simple conceptual framework for stakeholder collaboration in tourism. A four-phase customer experience measurement process is developed to prioritize resource allocation and to increase tourists' advocacy levels for a destination. The proposed measurement framework has wide applicability and can also be exercised in the context of other public sector services, e.g., mass transit systems. We illustrate the process using an empirical case study at Chennai, a tourist destination in India and provide a number of substantive insights that are valid for this destination.     

A small country's high-tech dilemma: the challenge facing new technology-based firms in Norway

Judging from their profit trends, new technology-based firms have not been very successful in Norway. After ten or more years of activity, fewer than half a dozen has accumulated profits over £1 million. Those that risked large initial investments in order to standardize an innovative new technology enjoyed the greatest amount of success. Most firms were able to develop a prototype, but many had great difficulties gearing up for production. Insufficient financing and know-how were the main problems. Firms have had more problems with production than with marketing, but very few seem prepared for the costs and challenges of an international marketing effort. Most lacked a clear marketing strategy or business plan. Financing was often a problem: there was little private investment, and equity capital was often scarce with a mean debt to equity ratio of less than 30%. Most firms received some sort of public funding, usually in support of product development, but so far it has had little impact on profit trends. A multi-national follow-up study with access to a larger data base would provide many more insights.     

Public Leadership: A review of the literature and framework for future research

Abstract

This study analyses and reviews the literature on public leadership with a novel combination of bibliometric methods. We detect four generic approaches to public leadership (i.e. a functionalist, a behavioural, a biographical and a reformist approach) which differ with regard to their philosophy of science (i.e. objective vs subjective) and level of analysis (i.e. micro-level vs multi-level). From our findings, we derive four directions for future research which involve shifting the focus from the aspect of ‘leadership’ to the element of ‘public’, from simplicity to complexity, from universalism to cultural relativism and from public leadership to public followership.     

Relative deprivation of temporary agency workers in the public sector: The role of public service motivation and the possibility of standard employment

Although public service organisations have increasingly relied on nonstandard employees, little research has investigated their work experiences and job attitudes. This paper examines the mechanism by which temporary agency workers' experience of relative deprivation affects their organisational attachment toward their client firm in the public sector. Based on data collected from temporary help agencies working with an international airport in Korea, we found that the perceived likelihood of standard employment mediated the negative relationship of relative deprivation to organisational attachment. Moreover, the indirect relationship of relative deprivation with organisational attachment via perceived likelihood of standard employment was strong and significant among those with high public service motivation but was not significant for those with low public service motivation. We discuss the implications of this study in building a better understanding of relative deprivation and nonstandard work arrangements in the public sector.