The Challenge of Multinational Corporation (MNC)-Led Growth and Internationalization: The Case of Nokia-Dependent Suppliers

Purpose: This research is aimed at gaining a better understanding of supplier–customer relationships in the context of asymmetrical dependence. Of particular interest is to develop an enhanced understanding of the conditions under which such relationships can be mutually beneficial despite the problems traditionally associated with relationship asymmetry.

Methodology: The empirical context is provided by a case study of Nokia and three of its Finland-based suppliers that have grown and internationalized in a customer-led manner. Following a review of the literature, we introduce a conceptual model and then test it against findings from the case study.

Findings: We find that relationships characterized by asymmetrical dependence can be mutually beneficial as long as the boundary conditions governing the relationship remain favorable. In particular, relational variables such as trust and commitment can balance an otherwise asymmetrical relationship. However, such relationships are vulnerable to changes in the external environment, which may expose the more dependent party to power influences. Thus high customer dependence is best viewed as a temporary condition and the supplier should actively seek for strategies to reduce dependence.

Originality: Much of existing research on interorganizational relationships fails to provide an understanding of relationship development over time and, in particular, in relation to changing environmental conditions. This study provides such a perspective and does so in the context of a supplier–customer relationship characterized by asymmetrical dependence.     

服务行业顾客重购意向的影响因素及其相互关系研究

本文探讨了转换壁垒、顾客感知价值、顾客满意对顾客重购意向的影响作用及其相互关系。以理发行业为研究对象,通过发放问卷收集数据,并运用结构方程分析软件进行了实证性检验,结果发现:顾客满意和顾客感知价值都对顾客重购意向具有直接显著影响;转换壁垒的不同维度对顾客重购意向的影响不同,社会利益对顾客重购意向产生积极的影响作用,转换成本不能增加顾客价值和顾客满意,但会对顾客产生锁定作用。对企业来说,管理者可以增加顾客满意和顾客感知价值来增加顾客重购意向,也可以通过提高顾客对转换壁垒的感知,从而对顾客起到锁定作用。     

Information Sharing in Global Supply Chain Alliances

The post–WWII economic expansion of economies such as Japan, South Korea, Hong Kong, Taiwan, Singapore, and more recently China and India was enabled to a significant degree by the increasingly complex, global supply chain networks of large Original Equipment manufacturers (OEMs) in the United States, European Union, and Japan. By linking buyers and suppliers across countries and industries, supply chain management (SCM) practices have a large impact on the economic fortunes of companies and countries throughout the world. Nowhere has the effect of this mutual interdependence been felt more strongly than between the U.S. companies and the Asia-Pacific market. Although the benefits of SCM are well documented, some evidence suggests that the reality of SCM implementation can create additional pressures for suppliers. We identify key problem areas experienced by suppliers and their link to the type of information shared by buying firms. The problem area experienced by most suppliers relates to issues of dependence in the alliance. Mere information sharing is insufficient for a successful alliance, and more information can be associated with a number of problems. For example, lack of information sharing can be associated with a supplier's perception of the buyer expecting excessive support. However, greater information sharing can be associated with a supplier's perception of the buyer passing on an excessive burden. Sharing of financial information is perceived as intrusive and controlling. These apparent contradictions uncover the complexity of the supply chain alliance. The moderating factors appear to be open communication and joint sharing of problem solving procedures—factors identified by suppliers that define a world-class buyer.     

International Export Orientation and Firm’s Performance: Evidence from Enterprise Survey Data of India

This study aims at analyzing the performance of firms by international export orientation vis-à-vis domestic orientation, based on World Enterprise Survey Data of 9,281 firms of India. Simple statistical techniques such as chi-squared test, ANOVA, and regression model have been used to analyze the data with the help of SPSS version 20.0. Chi-square statistics indicate that there is significant difference in enterprise characteristics by business orientationdomestic versus export-oriented businesses. Result of the ANOVA indicates a significant difference in business performance between export versus domestic orientation of firms in terms of sales and employment growth rates. Export-oriented enterprises perceive comparatively fewer obstacles than domestic enterprises. Regression analysis indicates that enterprise characteristics, performance indicators, and business obstacles have influence on export orientation of the firms. This study provides insights on differences in firms’ performance across business orientations and factors affecting the internationalization of business. This study can be helpful in designing policies for promoting export-oriented enterprises in a focused manner.     

Integrating internal customer orientation,internal service quality,and customer orientation in the banking sector: an empirical study

The purpose of this paper is to examine the interrelationships between internal customer orientation (ICO), internal service quality (ISQ), and customer orientation (CO) to develop and test a conceptual model of the antecedents of CO in the banking sector. The conceptual framework consists of the following constructs: ICO, interdepartmental conflict, interdepartmental connectedness, ISQ, job satisfaction, empowerment, and CO. Moreover, 10 hypotheses were developed and tested using a sample of 202 banks. Reliability analysis and confirmatory factor analysis have been used to test the validity of the constructs, while the structural equation modelling has been used in hypotheses testing. The strength of the relationship between the constructs indicates that features of the suggested CO model including interdepartmental connectedness, interdepartmental conflict, job satisfaction, and empowerment are crucial to achieving business performance and CO. The results which emerged from our hypothesised model were found to support that ICO leads to ISQ and in turn CO. In particular, all variables show strong support for our hypothesised model, however, interdepartmental conflict was found to be a negative indicator. Findings suggest that the CO model can be deployed as a means of enhancing organisational behaviour to improve business performance.     

The core-customer concept

The purpose of this paper is to define and discuss the core-customer concept. This concept examines how a company develops its operations around a single or only a few customers. The customer steers what products and services the supplier develops, which means that it is the customer that dictates the supplier's operations. The core-customer concept may be one method for designing a company's operations, but the paper also aims to challenge companies to consider how they think about customers. The paper contributes to research on customer value and extended service offerings by indicating a business-development strategy based on the customer rather than the supplier's operations. Building a company around a single customer, requires flexibility and competences in finding collaboration partners or in adjusting the organisation to new requirements. The paper refers to these as secondary/supporting competences, while the core competence upon which the company builds its operation is the customer.     

How does the learning climate affect customer satisfaction?

This study investigates the role of the learning climate in the effective management of salespersons' behaviour in service encounters. This paper reports the development and testing of a two-level model in which salespersons' perceptions of the learning climate are related to their adaptive selling behaviour and their adaptive selling behaviour is, in turn, related to customers' evaluation of the salespersons' knowledge of customers and customer satisfaction. A total of 417 service encounters involving 88 bank consultants were analysed using hierarchical linear modelling, with results that support most of the proposed model. More specifically, learning climate was positively related to adaptive selling behaviour, and adaptive selling behaviour was directly related to customer satisfaction. In addition, adaptive selling behaviour was associated with customer satisfaction through customers' perception of the salesperson's knowledge. Both theoretical and practical implications are discussed.     

Using customer lifetime value to plan optimal promotions

The purpose of this study is to develop a methodology to guide managers in determining the optimal promotion campaigns to be directed towards different market segments in order to maximize the value of customers. For the purposes of this study, a two-step methodology is used, based on stochastic dynamic programming and the classification and regression tree. This methodology groups the customers according to their value. Within this framework, an experiment is conducted in which each of the different promotion campaigns is assigned to different randomly selected groups. The impact of each type of promotion on each type of market segment is analysed in order to find the optimal promotion campaigns appropriate for each. In contrast to previous research, this study takes into account a firm that provides more than one specific type of product or service. In addition, it analyses the impact of widely used types of promotion campaigns compared with the narrow scope of those investigated in previous studies. Therefore, this research presents important insights into managing relations with the customers in a more interactive and profitable way.     

Salesperson's listening in buyer–seller service relationships

Research has consistently shown that salesperson's active listening behavior leads to strong sales performance. Yet the influence of management policies on listening has received very limited attention, and prior research linking listening to customer retention has led to mixed findings. This study examines how listening is enhanced through control systems and the influence of listening on customer retention in a service context. Dyadic data from salespeople and their customers show that a behavior-based control system (measured as a second-order construct) positively influences listening and the salesperson's customer orientation totally mediates the influence of listening on customer commitment to the salesperson and loyalty to the service company. Our findings indicate that listening is a necessary but not sufficient condition for assuring relationship development. More specifically, customer orientation is the generative mechanism through which listening is able to influence customer retention. Theoretical and practical implications are discussed.     

Development and validation of the Customer-Centered Behavior measure

The purpose of this study was to develop and validate a new measure of customer service job performance – the Customer-Centered Behavior (CCB) measure. The CCB measure draws on the content of over 15 existing measures, but captures in-role service performance focused on customer interactions in a multidimensional framework. Three studies were conducted to develop and validate the new measure. Study 1 addresses the item generation process and examines the initial factor structure. Results demonstrate that service behaviors are best represented as a second-order construct composed of three first-order factors – assurance, responsiveness, and recommendation behaviors. Study 2 confirms the factor structure and provides evidence for the measure's predictive validity. Finally, Study 3 provides evidence for incremental validity above other service performance measures.