Product configuration,ambidexterity and firm performance in the context of industrial equipment manufacturing

The practice of configuring products to individual customer orders has found application in a variety of industry contexts, but little is known about the specific capabilities that firms develop to successfully compete when offering configurable products. Our research begins to fill this gap in the context of industrial equipment manufacturing. Drawing from the ambidexterity literature, we argue that firms have to balance dual goals of reducing variation and promoting variation in their product configuration activities by fostering two distinct firm-level capabilities: product configuration effectiveness (PCE) and product configuration intelligence (PCI). Specifically, we hypothesize that the simultaneous presence of PCE and PCI—that is, product configuration ambidexterity (PCA)—drives superior firm responsiveness and, indirectly firm sales and operating margin. However, we also contend that responsiveness gains through PCA can diminish with product complexity and can increase operating cost. We test these hypotheses by collecting both primary and secondary data from a sample of 108 European industrial equipment manufacturing firms. Results from our analyses indicate that PCA has an indirect effect through responsiveness on sales and operating cost but not on operating margin, with this effect diminishing with product complexity. Taken together, our results suggest that investment in developing PCA may represent a conundrum for industrial equipment manufacturing firms, because it translates into market but not financial advantages, and it is intertwined with product design decisions. We conclude this study with a discussion of the findings for theory and practice.     

Frontline employees׳ attitudes towards self-service technologies: Threats or opportunity for job performance?

Increasing diffusion of self-service technologies (SSTs) on the points of sale impacts on traditional retailing from several perspectives. For instance, SSTs have direct effect on front-line employees. Indeed, they may cause a potential reduction in personal contacts with clients, reduction of workers, modifying the job conditions and so on. To date, the effect of SSTs on the points of sale has been mainly investigated from a consumers׳ perspective, by mainly focusing on consumers׳ acceptance and usage of these systems. The aim of this paper is to make employees׳ point of view clearly emerge, through a qualitative approach focusing on the investigation of employees׳ perception of the consequences of these technologies on job performance. The content analysis based on exploratory in-depth interviews involves 250 frontline employees. Authors examine the success of technology from employee׳s standpoint by evaluating their attitude and considering the impact on their job performance perception. In this way, the analysis allows defining new variables which are not previously investigated, such as the perception of speed for task completion, which emerged as the most important factor for employees׳ self-evaluation. Hence, this study offers support for evaluating job performance considering the specific case of SSTs in the frontline employees as initial insights rather than definitive understandings.     

Customer satisfaction and service quality in the Chinese airline industry

This paper focuses on studying the relationship between customer satisfaction, measured by customer complaints, and the service quality of Chinese carriers. By using a quarterly unbalanced panel data set covering twelve large and small carriers, our fixed effect Tobit analysis shows that customer complaints rise with increases in the number of damaged bags, but at a declining rate. By contrast, the on-time performance of scheduled flights has no significant effect on customer complaints. Furthermore, non-state or privately owned carriers receive significantly more customer complaints compared with state-owned carriers, and the largest number of complaints are made in the third quarter, which covers the high season of the summer holidays.     

Market orientation and customer-based corporate brand equity (CBCBE): a dyadic study of Indian B2B firms

The relationship between market orientation (MO) and one of its most important consequences – firm performance – has received considerable attention in marketing research. Performance has been largely judged through financial or objective measures. This paper connects assimilation of MO in firms with corporate brand performance since academics have not used judgmental or market-based measures in assessing performance. We have introduced customer-based corporate brand equity to obtain a rounded idea of firm performance. This is achieved through a dyadic study, instead of self-assessment, wherein the marketing chiefs of B2B firms and their respective organisational customers are surveyed to gauge the effects of incorporating MO. We have shown that corporate brand performance is enhanced significantly in the presence of organisational innovativeness. From a practitioner’s perspective, the study details the organisational actions to be taken to assimilate MO and how those can be exploited to enhance corporate brand performance.     

公司治理与财务困境关系研究综述

财务困境也称财务危机或财务困难,是公司治理中应注意避免发生的问题。从理论的角度分析公司治理与财务困境的关系,并从股权结构、董事会特征、经理层激励等方面回顾国内外学者对公司治理与财务困境关系的研究,发现公司治理结构对财务困境有着显著影响。     

资本结构与绩效的相关性研究——基于上市公司年报的实证分析

现代公司财务理论是现代金融理论中最基础最重要的内容之一,而资本结构理论又在整个公司财务理论中举足轻重,本文从资本结构的基本理论入手,研究了我国上市公司资本结构的现状,并利用2009年上市公司披露的年报数据对资本结构和经营绩效的相关性进行了实证分析,以期能够对公司治理提供借鉴。     

Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts

This study examines how emotional intelligence and occupational commitment have a moderating effect on the relationship between emotional labour and its potential outcomes. Two acting strategies reflect emotional labour, namely surface and deep acting, with burnout and performance as the prospective outcomes. Burnout is operationalized into emotional exhaustion, depersonalization and diminished personal achievement; whereas performance is operationalized into task performance and organizational citizenship behaviour (OCB). The study investigates employee responses from several tourism and hospitality organizations in Florida, USA. The results show that emotional labour relates most positively to task performance and to burnout in the case of surface acting. Tests of moderation show that occupational commitment enhances performance outcomes by facilitating emotional labour strategies, and the prevalence of higher emotional intelligence amongst employees reduces burnout. These findings contribute to the literature on emotional labour by incorporating emotional intelligence and occupational commitment as moderators and by incorporating OCBs within performance analyses.     

Diversification,Performance, and the Corporate Life Cycle

This paper investigates the relation between the extent of diversification in firms and their performance at different life cycle stages. To illustrate the joint endogeneity of diversification and performance, we treat both the extent of diversification and firm performance as endogenous variables in a simultaneous equation system. Empirical results reveal that corporate diversification erodes firm value. Overall, firms in their growing stages experience a significant diversification discount; however, mature firms do not show such findings. Although unrelated diversification leads to trading at a discount in all growing and mature firms, conversely, related diversification exhibits an evident premium in mature firms.     

A multiple group analysis of the training transfer model: exploring the differences between high and low performers in a Korean insurance company

This study suggests an integrative transfer of training model and examines the influence of pre-training performance on the relationship between work environment variables and transfer-related variables. Structural equation modeling was conducted with data collected from 365 Korean employees of a large general insurance firm. They were all participants in a leadership development program. The results of multi-group analyses revealed that the influence of work environment variables on transfer-related variables was moderated by employees' pre-training performance. The findings of the study imply that a more elaborate training transfer model that considers performance not just as an outcome variable, but also as an antecedent variable is required. Also, it is proposed that different strategies should be applied to promote transfer of training based on the employee's level of pre-training performance.     

Environmental Governance of Enterprises and their Economic Upshot through Corporate Reputation and Customer Satisfaction

Drawing on resource‐advantage and signalling theories, we investigate two mechanisms, namely corporate reputation and customer satisfaction, by which the environmental governance of enterprises can benefit their economic performance. Based on secondary data from the 500 largest US enterprises compiled from multiple sources, our findings contribute to the literature by establishing the link between corporate reputation and green reputation. We also establish the economic performance paths of environmental governance via corporate reputation and customer satisfaction. This study expounds on why ‘green’ matters and identifies the performance roles of two corporate strategic resources extractable from the environmental governance of enterprises. Copyright © 2012 John Wiley & Sons, Ltd and ERP Environment