Outsourcing customer support: The role of provider customer focus

An increasing number of firms are outsourcing customer support to external service providers. This creates a triadic setting in which an outsourcing provider serves end customers on behalf of its clients. While outsourcing presents an opportunity to serve customers, service providers differ in their motivation and ability to fulfill customer needs. Prior research suggests that firms with a strong customer focus have an intrinsic motivation to address customer needs. We suggest that in an outsourcing context, this intrinsic motivation does not suffice. Using a Motivation–Opportunity–Ability framework, we posit that the effect of a provider's customer focus will be moderated by a set of relational, firm, and customer characteristics that affect its ability to serve end customers. We test our conceptualization among 171 outsourcing clients from the Netherlands and then validate these results among 135 Indian outsourcing providers. The findings reveal that customer-focused providers achieve higher levels of customer need fulfillment but this effect is contingent on their ability to serve end customers. In particular, customer-focused providers more effectively fulfill customer needs when clients and providers share close relational ties, when clients also have a high level of customer focus, and when end customer needs exhibit a low degree of turbulence. In addition, we find that, in turbulent markets, equipment-related services offer greater opportunity for effective customer need fulfillment than other outsourced services.     

内支撑支护在深基坑工程中的应用

本文结合工程实例,详细阐述了深基坑工程采用排桩+锚索+内支撑复合支护技术的方案设计,并对施工降水、施工监测进行了深入的说明和总结,实践证明,该深基坑工程支护技术方案是成功的。     

Does the spatial representation affect criteria weights in environmental decision-making? Insights from a behavioral experiment

The need and interest to consider cognitive and motivational biases has been recognized in different disciplines (e.g. economics, decision theory, risk analysis) and has recently reached environmental decision-making. Within this domain, the intrinsic presence of a spatial dimension of both alternatives and criteria calls for the use of maps throughout the decision-making process to properly represent the spatial distribution of the features under analysis. This makes spatial Multi Criteria Decision Analysis (MCDA) a particularly interesting domain to explore new dimensions of cognitive biases. This study proposes a behavioral experiment aimed at discovering to what extent the spatial visualization (i.e. maps) of criteria versus the non-spatial one (i.e. tables) can bias the weight elicitation phase of a spatial MCDA process. The experiment simulates a very common analysis in environmental and land use planning: land suitability analysis. Our findings show that there are significant consequences on how important we perceive a certain criterion to be, depending on whether it is represented as a map or as a table among a mix of maps and tables. Indeed, the map representation of the same criterion leads to higher weights attributed to that criterion compared to the table representation. Visualizing the same information as a map or as a table, although technically equivalent, is thus not psychologically equivalent for Decision Makers. The results of this experiment are expected to have implications for spatial decision-making processes, by generating better awareness on the impacts of map-mediated land suitability analysis.     

New ventures in Cleantech: Opportunities,capabilities and innovation outcomes

Facing the challenge of climate change, innovations that imply environmental benefits create business opportunities for entrepreneurs. This paper analyzes innovation capabilities of startups in Cleantech and how the innovation outcomes of those startups develop over time. Based on the Mannheim Foundation Panel and applying propensity score matching, a cohort of 567 Cleantech startups is analyzed and compared with a control cohort of non‐Cleantech startups. We find that startups in Cleantech have, on average, higher technological capabilities compared with all other startups. Our econometric evidence shows that Cleantech startups are more likely to combine existing technology in a novel way. Finally, we find that Cleantech startups develop more market novelties in subsequent years when compared with their control group peers.     

A cellular automata-based land-use model as an integrated spatial decision support system for urban planning in developing cities: The case of the Bogotá region

Bogotá and the 17 neighboring municipalities make up one of the biggest metropolitan areas in Latin America. However, despite strong functional interactions within the area, there is no official government body at this level in charge of coordinating authorities and providing solutions to the wide variety of issues arising in the regional urban land system. Aiming at providing an insight on future land-use developments linked to new transport infrastructures and at offering a tool to support territorial decision-making, this paper presents a cellular automata-based (CA) model based in Metronamica® software, that allows testing different scenarios based on potential land-use policies, environmental suitability and transport alternatives.There has not been, so far, an urban planning tool that accounts for the complexities of this region. CA-based land-use simulations constitute a useful approach to understanding the impacts of urban planning policies and regulations. This tool can help to improve inter-territorial and inter-institutional coordination, which through planning and management policies seek a spatially integrated development, with a long-term perspective.The CA-based model proposed was calibrated to reproduce land-use changes between 2007 and 2016 using different methods and indicators. The model was used to simulate and analyze eight scenarios with different policy directions of transport infrastructure in the future of the region. The results of the simulations reflect the dynamics of territorial occupation. The calibration indices in the experiment indicate a high degree of suitability for the CA Bogotá model, proving its effectiveness and potential as a useful tool for decision-making. The results show that occupation scenarios with restricted developable zones within the city, tend to have the greater dispersion rate in the study area, compared to scenarios where land development plans are promoted in Bogotá, which representing a more compact development.     

The international market selection of Chinese SMEs: How institutional influence overrides psychic distance

The purpose of this research is to contribute to the ongoing debate about whether psychic distance still plays a vital role in the internationalisation of SMEs from emerging markets. Drawing on the prior research which suggests the salient impact of institutional factors on internationalisation, we investigate the role of home country institutions in international market selection. Adopting a multi-case methodology, we collected semi-structured interview data from six small and medium-sized manufacturing firms in China. Our findings suggest that while psychic distance is still important in some circumstances, both formal institutions, such as government support, and informal institutions, such as business and political guanxi, enable Chinese SMEs to choose psychically distant markets. Our findings also indicate that informal institutions interact with formal institutions to further influence SMEs’ international market selection. This research contributes to SME internationalisation studies by revealing how formal and informal institutional factors override psychic distance in influencing international market selection.     

How does the availability and use of flexible leave influence the employer–employee relationship?

In this article, we develop, and empirically test, a moderated mediation model of the effects of flexible leave on employees' organizational attachment. Drawing on a social exchange framework and signaling theory, we explore how the material and non-material nature of exchange between the employer and employee shapes their relationship. First, we show that the relationship between the availability of flexible leave and organizational attachment is shaped by two competing mediators, perceived organizational support (POS) and perceived flexibility stigma. Second, we delineate between availability and use of the policy, to show how the effect of POS is enhanced and perceived flexibility stigma reduced, with use. Our findings demonstrate that the relationship between the availability of flexible leave and organizational attachment is complex, but is enhanced through use of flexible leave. We contribute toward HRM scholarship about the relationship between employees' experience of HR practices and their corresponding impact on employees' subsequent behavior.     

Being ignored at work: Understanding how and when spiritual leadership curbs workplace ostracism in the hospitality industry

Drawing on the conservation of resources theory, the present study theorizes that spiritual leadership is negatively related to workplace ostracism, both directly and indirectly via job social support and that employees’ justice orientation moderates the negative relationship between spiritual leadership and workplace ostracism. Based on time-lagged (three waves, two months apart) survey data collected from 252 hospitality employees, our findings reveal that spiritual leadership is negatively associated with workplace ostracism, both directly and indirectly via job social support. We also find that justice orientation strengthens the negative relationship between spiritual leadership and workplace ostracism. These findings not only highlight core theoretical contributions towards the existing literature on spiritual leadership, job social support, justice orientation, and workplace ostracism but also offer useful practical implications for hotel managers concerned about the repercussions of workplace ostracism for employees’ and organizations’ outcomes.     

Government support and bank performance during the 2007–2008 financial crisis

Though previous studies suggest a state participation has a negative impact on banks, this paper highlights the potential benefits of state ownership for confidence and stability in the post-crisis period that can outweigh the inefficiencies and potential for corruption of political intervention. We find that the state guarantees are valuable during the crisis. The negative (positive) relation between state ownership and bank profitability (risk) is mitigated in the post-crisis period. Financially troubled banks that receive a transfer payment or capital injection experience improved performance during the post-bailout period.