Organizational identification as a determinant of customer orientation in service organizations

The marketing literature suggests that frontline employees are the central determinant of how customer-oriented a service organization is perceived to be by its customers. However, little is known about the contingencies of employees’ customer orientation (CO) beyond personality traits and broadly construed work attitudes. Based on the social identity approach, the present article develops a multilevel model whereby CO is the result of identity-based management of frontline employees. Two empirical studies in the travel industry show that employees’ CO depends on employees’ organizational identification and their leaders’ acting as role models of CO.     

The Changing Face of Entrepreneurship in Germany

This paper explains individual start-up activities on the basis of both person-related characteristics and the regional context. The analysis is based upon micro data from the GEM adult population survey. Both individual and regional variables have an influence on the decision to become self-employed. There are considerable differences between nascent opportunity entrepreneurship and nascent necessity entrepreneurship. Whereas the results for opportunity entrepreneurship are in line with theoretical predictions the factors influencing necessity entrepreneurship are far more difficult to determine. The most significant change between 2001 and 2003/2004 is the reversal of the influence of a change in the regional rate of unemployment on nascent entrepreneurship activities.      

Understanding the Dynamics of Nascent Entrepreneurship—Prestart‐Up Experience,Intentions, and Entrepreneurial Success

Understanding the factors driving the successful founding of new firms is a subject of ongoing interest. We link prestart‐up experience and intentions of nascent entrepreneurs to the shape of the entrepreneurial gestation process and eventually to successful founding. By experience, we mean previous entrepreneurial activities, labor market experience, and formal education, and by intentions, we mean commitment and ability expectations. We test our predictions on a longitudinal data set that tracks nascent entrepreneurs' venture creation efforts over a five‐year time span and find evidence supporting them. Against this background, our findings also show that when controlling for the possible endogeneity of the activities carried out, a later temporal concentration of organizing activities enhances the probability of successfully founding. Our research contributes to a better understanding of contextual antecedents of the shape of gestation process and the way experience and intentions affect the successful creation of new ventures. Implications for theory and practice are discussed.     

Entrepreneurship: The Role of Clusters Theoretical Perspectives and Empirical Evidence from Germany

This paper is about the impact of clusters on entrepreneurship at the regional level. Defining entrepreneurship as the creation of new organisations and clusters as a geographically proximate group of interconnected firms and associated institutions in related industries, this paper aims to answer three research questions : first, do clusters matter to entrepreneurship at the regional level? Second, if clusters are associated with different levels of entrepreneurship, what explains those differences? Third, what do the answers to the previous questions imply for academics and policy makers? To answer these questions, this paper distinguishes between clusters and industrial agglomerations and advances a theoretical model and empirical research to explain the impact of clusters on entrepreneurship at the regional level. This paper uses the 97 German planning regions as units of analysis to test the hypotheses. Using hypotheses testing and OLS fixed-effects model, this paper finds that clusters do have an impact on entrepreneurship at the regional level, but industrial agglomerations do not. Implications for academics and policy makers and suggestions for future research are given in the concluding section.     

New technological path creation: evidence from the British and German wind energy industries

The canonical economic literature on path dependence provides only a limited explanation of why and how new technological pathways are created initially. The motivation of this paper is to address this gap in the literature and argue that evolutionary economics theories of path dependence need to be linked with sociological explanations of how new technological pathways are created in the first instance by knowledgeable inventors and innovators. These arguments are developed by the authors in a hybrid socio-economic theory of new path creation. In this paper these theoretical arguments are illustrated empirically by a comparative analysis of the introduction and diffusion of new wind power technologies in Britain and Germany. The empirical analysis focuses on the key research question of why the introduction of these new technologies started earlier and has diffused sooner in Germany than in Britain.     

Towards a Strategy for Knowledge Management

Knowledge management is emerging as a significant organizational and management challenge. The pressures of the emergence of the global knowledge economy, and recognition of knowledge as a key and intangible asset are making the effective management of knowledge a priority. This surge of interest has paid relatively little attention to the object of management-knowledge. Epistemologists and sociologists have produced a variety of definitions and classifications, but there is no consensus. However, with the growth in IT capability, a clear operational distinction can be drawn between information and knowledge. The former can be captured, stored and transmitted in digital form. The latter can only exist in an intelligent system. This distinction is used to develop models of the interaction between knowledge and information, and of the appropriate balance between the two in different situations. On the basis of this model, the challenges of 'knowledge management' are: Establishing and optimizing the information-knowledge balance appropriate to (or providing a competitive advantage) a company or industry; Implementing IT-based productivity improvements in information management; Implementing people- and socially-based mechanisms to enhance knowledge management; Explicitly addressing the knowledge-information interface and mechanisms for improving the processes of transition from information to knowledge, and from knowledge to information; Identifying and maintaining the core knowledge of an organization.     

A productivity study of the Norwegian building industry

Slow productivity growth in the building and construction industry is often put forward as the cause of rising building costs. In view of the importance of the building sector in the national economy, factual empirical knowledge is hard to come by. The few studies found are usually carried out on a sectoral level and based on time-series data. However, to come to grips with the real causes for slow productivity growth, one has to analyze at the microlevel of actual decision making. Our study is based on establishment data for 1986. The method of analysis is the deterministic frontier approach. The efficiency distributions show large variations with average structural efficiency about 20 percent. Thus, there is significant scope for productivity improvement if average performance can catch up with best practice.The refereeing process of this article was handled through T.G. Cowing.