An alternative to the weighted score card approach to measuring performance: An analysis of English and Welsh probation boards

The UK government published a weighted score card approach in 2003 to analyse the performance of Probation Boards in England and Wales. However, there has not been a thorough analysis of whether non-parametric methods could provide more advanced options for analysing performance than the standard Weighted Score Card approach – a variant of the Balanced Score Card. Our results show there is considerable divergence in the ranks of Probation Boards from that of the WSC when we include the input variable ‘resource expenditure’ within a DEA model, calling into question recent policy initiatives to increase efficiency in the national probation service.     

The way forward: Leadership research in the hospitality industry

This paper constructs a framework for researching leadership in the hospitality industry and reviews previous approaches to hospitality leadership. Four paradigms were constructed from an analysis of the general field of leadership and are used to represent the underlying perspectives of researchers who operate within them. As a result of this analysis the paper seeks to demonstrate how each paradigm can contribute to the application of leadership theory to the hospitality industry and provides a number of new avenues for future research.     

Unfolding implementation in industrial market segmentation

Market segmentation is an important method of strategic marketing and constitutes a cornerstone of the marketing literature. It has undergone extensive scientific inquiry during the past 50 years. Reporting on an extensive review of the market segmentation literature, the challenging task of implementing industrial market segmentation is discussed and unfolded in this article. Extant literature has identified segmentation implementation as a core challenge for marketers, but also one, which has received limited empirical attention. Future research opportunities are formulated in this article to pave the way towards closing this gap. The extent of implementation coverage is assessed and various notions of implementation are identified. Implementation as the task of converting segmentation plans into action (referred to as execution) is identified as a particularly beneficial focus area for marketing management. Three key elements and challenges connected to execution of market segmentation are identified — organization, motivation, and adaptation.     

Antecedents of entry mode choice when diversifying

Corporate diversification is one of the broadest investigation topics in strategic management, but there are important gaps in the literature regarding entry mode choice. Few studies have examined the extent to which pre-entry conditions influence the choice of entry mode into new businesses. Past research has focused exclusively on internal development and acquisition as ways of entering new businesses, without considering the existence of hybrid forms, such as strategic alliances, that have experienced extensive growth during the last decade. Here we present an in-depth analysis of entry mode choice that uses an integrative perspective of corporate diversification and considers strategic alliances as an alternative to traditional approaches. A survey of 272 domestic diversifying entries by 155 Spanish firms allows us to characterize the use of cooperative agreements in diversification and to stress the role of inter-firm cooperation in acquiring the knowledge and capability required to grow into new businesses.     

Suppliers' roles in category management: A study of supplier–retailer relationships in Finland and Sweden

The purpose of this paper is to analyze suppliers' roles in category management (CM) in the context of Finnish and Swedish supplier–retailer relationships. Using data from a survey of a sample of Finnish and Swedish suppliers, the study shows that the concept of CM is well known among both Finnish and Swedish suppliers, and that most of them have experience of CM as a key operational business process. The study also shows that, in general, larger suppliers in both Finland and Sweden have a relatively strong role in CM collaboration, whereas smaller suppliers (especially in Finland) are more likely to have a lesser role in CM collaboration. Suppliers with a strong role in CM collaboration are generally more capable of influencing individual CM tactics than suppliers with an equal role to competitors or those with no role (both in Finland and in Sweden). The study also finds that the effects of CM are perceived more positively among suppliers who have influence in decision-making regarding CM collaboration than among those who have no role in such decision-making. However, the opinions of suppliers who have no role in CM collaboration are neutral, rather than being especially negative. Qualitative studies, including face-to-face discussions with managers representing manufacturers who are more or less excluded from CM collaboration, might provide a more thorough understanding of CM from their perspective.     

A new method for measuring congestion in data envelopment analysis

In data envelopment analysis (DEA), there are two principal methods for identifying and measuring congestion: Those of Färe et al. [Färe R, Grosskopf S. When can slacks be used to identify congestion. An answer to W. W. Cooper, L. Seiford, J. Zhu. Socio-Economic Planning Sciences 2001;35:1–10] and Cooper et al. [Cooper WW, Deng H, Huang ZM, Li SX. A one-model approach to congestion in data envelopment analysis. Socio-Economic Planning Sciences 2002;36:231–8]. In the present paper, we focus on the latter work in proposing a new method that requires considerably less computation. Then, by proving a selected theorem, we show that our proposed methodology is indeed equivalent to that of Cooper et al.     

The roles of service encounters, service value, and job satisfaction in achieving customer satisfaction in business relationships

Along with variables like the service process, perceived service value and customer satisfaction, job satisfaction of service employees plays a vital role in customer evaluation of service result. However, there has been little in-depth research into the nature of this relation, in particular in the context of B2B relations. In the sphere of an organization providing financial intermediation services to the banking sector and on the basis of a literature review, hypotheses are developed which establish the mediator role of service value and the moderator role of job satisfaction of service employees when delimiting customer satisfaction. Reliability and validity analysis give satisfactory results and our conclusions establish firstly that service encounter directly and significantly affects perceived service value which is the final antecedent to customer satisfaction and secondly, that the level of employment satisfaction moderates its effect on service value.     

Sales force automation systems: An analysis of factors underpinning the sophistication of deployed systems in the UK financial services industry

This study investigates organizational and strategic context variables that are linked to the sophistication of sales force automation systems in UK financial services firms. We find that increasing sophistication in SFA deployment, evaluated as a count of the number of types of results of sales campaigns that are measured, is driven directly by the information orientation of the host firm. We also find that the “sophistication” of deployed systems is, in fact, limited — the information held on the systems cannot underpin the strategic goals of the sales/marketing managers. We theorise that adoption of SFA systems is driven by managerial imperatives and that these have resulted in sales force resistance — shown by the paucity of information held on adopted SFA systems.     

The internationalisation from a network perspective: A longitudinal study

This article explores a range of internationalisation options in terms of their adequacy in explaining the patterns of internationalisation undertaken by contemporary organizations. It is argued that there is a life cycle in the internationalisation of firms and that existing explanations of internationalisation cater for some, but not all, elements in this life cycle. The paper then outlines a longitudinal study of the internationalisation of an Australian firm from its early tentative involvement via export in the 1960's to its acquisition by an overseas firm in 2000. This study shows that network embeddedness appears to offer the most comprehensive explanation for the international life cycle of contemporary organizations.     

Manufacturing or service? Market saturation and cycles of over-investment as a clue to future of service economies

Economy and industry need markets. The “tragedy” is that markets are being saturated. Not only are they being saturated, but there has also been a tendency for cyclical over-investment whenever there is a new market opportunity. These backdrops imply a critical question as to whether or not service sectors feature similar growth symptoms of market saturation and cyclical over-investment. To approach this question, this research, which considers data availability, focuses on the Korean service sectors as a critical case, and bears implications for other country cases. This research focuses on performance profiles of service sectors within Korean service industries data from 1999 to 2006. With the data, this research attempts to perform an exponential smoothing to forecast an overview of the service sectors. Judging from the findings, and using a little intuition, it is fair to argue that service sectors are not totally free from the ‘logic of market saturation,’ but whether service sectors are doomed to fall under the realm of overinvestment requires more attention for future research.