Interactions,innovation, and services

Although research has acknowledged the importance of supplier–buyer relationships for goods innovation, empirical evidence on the extent and nature of the effects of original equipment manufacturing (OEM) supplier–buyer relationships on service innovation remains scarce. Based on a survey of 152 suppliers in Taiwan, this study concludes that the interaction orientation of OEM suppliers is a key factor influencing the development of two competencies: joint innovation competence and cross-functional information dissemination competence. These two competencies contribute to OEM suppliers’ exploitative service innovation and explorative service innovation, respectively. In other words, applying a resource-based view, this study provides clarity regarding the linkages shown below (an organization’s strategic orientation influences its development of organizational capabilities and results in organizational performance) for the purpose of exploring the relationship between interaction orientation and service innovation.     

The role of economic and normative signals in international prosocial crowdfunding: An illustration using market orientation and psychological capital

Entrepreneurs in emerging nations are increasingly seeking microloans on international crowdfunding platforms composed of prosocial lenders primarily seeking non-monetary returns. Drawing on signaling theory, we posit that economic signals (as illustrated by market orientation) and normative signals (as illustrated by psychological capital) embedded within borrower narratives will influence funding time. A Computer-Assisted-Text-Analysis (CATA) of 130,964 profiles across 49 countries suggests that borrower cues of customer orientation, competitor orientation, long-term focus, profitability focus, confidence, and optimism are positively associated funding time, while cues of coordination, hope, and resilience are negatively associated with funding time. Prosocial lenders seem less inclined to lend to borrowers that exhibit a desire for economic success or normative expectations for positive outcomes in the future, while they seem to lend more rapidly to those exhibiting current hardship or a concern for people. A discussion of these findings and their implications for poverty alleviation concludes the study.     

Effects of customer loyalty on customer entitlement and voiced complaints

The value of customer loyalty has been well documented by academicians and practitioners. Nevertheless, prior literature has paid little attention to the negative consequences of customer loyalty, for example, entitlement behaviors (e.g. requests for deeper discounts) and complaint behaviors (voicing dissatisfaction to the company). This research empirically examines the effects of customer loyalty on entitlement and voiced complaint behaviors in the context of Frequent Flyer programs in airline industry. Base on partial least squares-structural equation modeling, the results show that (1) customer loyalty has a positive effect on customer entitlement, which is the extent to which customers expect special treatment from the company; (2) the effect of customer loyalty on voiced complaints is fully mediated by customer entitlement; (3) perceived status of loyalty programs amplifies the entitlement behaviors of loyal customers, while tangible rewards of loyalty programs mitigate the entitlement behaviors of loyal customers. Theoretical and managerial implications are elaborated in the discussion section.     

The role of customer management capabilities in public–private partnerships

Commercial organisations are increasingly asked to perform tasks traditionally associated with governmental bodies, such as law enforcement. The rationale for these public–private partnerships is that there are synergies between traditional business skills and those required to achieve certain societal goals. However, there is a lack of research into whether this is, indeed, the case. This paper addresses this gap by investigating one particular type of public–private partnership: anti-money laundering (AML). The study explores the potential synergies between customer relationship management (CRM) and those required for AML. A quantitative survey-based approach is used to identify the overlaps and connections between these two areas of competence. The findings reveal tensions between financial institutions’ dual roles as both commercial organisations and players in the battle against money laundering. The consequences for these firms are explored, and the wider implications for other organisations supplying non-commercial services to government are considered.     

Transforming learning into export performance by Chinese firms

Organisational learning plays a vital role in enhancing firm performance, particularly for companies operating in foreign markets. Knowledge gained from various markets needs to be integrated for it to have a significant impact on performance. This study seeks to demonstrate how organisational learning can transform knowledge into performance through an organization-wide commitment to learning, a knowledge integration system and an organisational capability to learn. A survey undertaken in South China would show that there is a sequential chain of effects among these constructs.     

Driving In-Role and Extra-Role Brand Performance among Retail Frontline Salespeople: Antecedents and the Moderating Role of Customer Orientation

The organizational frontline in retail represents the frontline for an entire supply chain. This channel structure distances the branded supplier from the end consumer and makes the supplier dependent on a retail frontline salesperson that (1) it does not control and (2) also represents competing brands. This study reveals mechanisms that the supplier may use to influence retail frontline salespeople. We demonstrate the importance of consumer marketing programs and supplier representatives in building brand identification between the manufacturer’s brand and the retail frontline employee that translates into increased brand sales, while also revealing the role of rewards programs in stimulating brand-specific extra-role behaviors. Interestingly, retail frontline customer orientation, built by the retailer, diminishes the effect of brand extra-role behaviors toward the focal brand on the focal brand’s sales, providing an informal control mechanism for retailers to protect its objectives. The results of this study have powerful ramifications for both retailers and suppliers in achieving both their mutual, and sometimes differing, objectives related to the retail frontline.     

反应性角色行为、工作—家庭冲突与创业导向关系研究

利用中国创业动态跟踪项目（CPSED）的调查数据,本文实证考察了反应性角色行为、工作〖CD*2〗家庭双向冲突与创业导向之间的作用关系,研究发现反应性角色行为对化解冲突的作用并不显著,创业干涉家庭冲突则对创新性、风险承担性和先动性创业导向产生了正向影响。研究结论丰富了工作〖CD*2〗家庭冲突理论,深化了创业导向的研究成果,对我国新生创业者在开展创业实践中理性应对工作〖CD*2〗家庭冲突进而提升企业成长质量也具有重要的管理实践启示。     

New product portfolio performance in family firms

This study investigates the relationship between top management team (TMT) innovation orientation and new product portfolio performance in small and medium-sized family firms by exploring two family firm-specific sources of TMT diversity as moderators: the number of generations involved in the TMT and the ratio of family members in the TMT. Results indicate that family-induced diversity in the TMT has opposing moderating effects. Although a positive relationship exists between TMT innovation orientation and new product portfolio performance when multiple generations are involved in the TMT, TMT innovation orientation and new product portfolio performance experience a negative relationship when the ratio of family members in the TMT is high. The study discusses theoretical and managerial implications of the findings and develops avenues for future research.     

中国企业发展的驱动力与人为因素探析

要搞好企业的经营管理,必须把握准制约企业发展的关键因素,明确企业的内外部驱动力与人的关系。在从经营理念、经营战略、技术劳动力资源、顾客满意度四方面进行论述和分析的基础上,揭示了企业家、职业经理人、白领阶层、消费者在驱动企业发展中的作用。     

反倾销“公共利益”原则的社会认同与价值取向

在世界经济高速发展、国际间商品与资本流动空前活跃的今天,竞争与垄断、贸易自由与贸易保护、个体利益与公共利益等方面的矛盾正日益明显,“公共利益”原则在屏蔽和均衡反倾销损害中的重要性愈加突出。文章从“公共利益”的实质出发,分析了“公共利益”的社会认同与相关实践,并对这一指导思想在反倾销问题上国内“公共利益”集团保护、国外“公共利益”集团协调以及全球化环境下的竞合理念等三种价值取向进行了有益的探讨,将国际间的反倾销问题引向良性发展的道路。