Portail HAL Rennes SB
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Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context
No full textInternational audienceThis paper investigates the relative effects of customer positive versus negative emotions on satisfaction and loyalty in a utilitarian service setting. In-depth interviews with 20 call-center customers identify emotions and appraisals related to the customer service experience. Regression analysis of subsequent quantitative survey results from 1440 customers of a call-center shows that positive emotions influence satisfaction more strongly than negative emotions. In contrast, negative emotions influence recommendation intentions more strongly than positive emotions in line with prospect theory. However, for ‘higher risk’ repatronage the prospect of losses from switching reduces the effect of negative emotions resulting in a symmetric effect of positive and negative emotions on repatronage intentions
Understanding influential factors on implementing green supply chain management practices: An interpretive structural modelling analysis
No full textInternational audienceIn this study, we establish a set of 19 influential factors on the implementation of Green Supply Chain Management (GSCM) practices and analyse the interaction between these factors and their effect on the implementation of GSCM practices using the Interpretive Structural Modelling (ISM) method and the “Matrice d’Impacts Croisés Multiplication Appliquée à un Classement” (MICMAC) analysis on data compiled from interviews with supply chain (SC) executives based in the Gulf countries (Middle East region). The study reveals a strong influence and driving power of the nature of the relationships between SC partners on the implementation of GSCM practices. We especially found that dependence, trust, and durability of the relationship with SC partners have a very high influence. In addition, the size of the company, the top management commitment, the implementation of quality management and the employees training and education exert a critical influence on the implementation of GSCM practices. Contextual elements such as the industry sector and region and their effect on the prominence of specific factors are also highlighted through our study. Finally, implications for research and practice are discussed
Business model innovation and decision making: uncovering mechanisms for coping with uncertainty
No full textInternational audienceAs a research subject, business model innovation spans the strategy, innovation, and entrepreneurship fields. Yet, despite the importance of the concept, prior work has paid little attention to how decision‐makers cope with uncertainty and gain understanding about interdependencies in new business model configurations. To address this gap, we combine top‐down theorising and evidence‐based exploration and seek to unpack some of the coping mechanisms that operate in the evolutionary view of business model innovation. Using in‐depth interviewing to collect data, our study reveals five strategies – customer centricity, value co‐creation, capability evolution, ecosystem growth, and adaptive pricing – that decision‐makers apply to cope with uncertainty in business model innovation. We find that coping mechanisms support decision making during the development of new business models. Furthermore, we find that the five coping strategies delineate decision making for value proposition, value creation, and value capture configurations in more detail than existing literature has described. Our findings have important implications for decision making in business model innovation
Idea-generation communities: when should host firms intervene?
No full textInternational audienceThe purpose of this paper is to explore when, why and to what extent firms should intervene in firm-hosted idea-generation communities, and to develop a framework for firm-intervention
Territorial servitization: Exploring the virtuous circle connecting knowledge-intensive services and new manufacturing businesses
No full textInternational audienceThe mainstream servitization literature mostly describes the success of manufacturing firms in integrating services for their corporate clients. However, the literature is relatively silent on how territories capitalize on the potential interconnectedness between manufacturing firms and the knowledge-intensive business service (KIBS) sector. The analysis of the outcomes that result from the mutually dependent associations between manufacturing businesses and KIBS firms, a process that we call Territorial servitization, is of great relevance for academics and policy makers. This research hypothesizes that there is a positive symbiotic and bidirectional link between the growth in KIBS activity and employment generation by manufacturing sector start-ups. Furthermore, we scrutinize the mediating role over this relation of relevant industry characteristics, in our case the stock of manufacturing firms and the total number of freights transported. The empirical application considers a unique dataset created from multiple sources—the Global Entrepreneurship Monitor (GEM), the Spanish Institute of Statistics and Eurostat—for the 17 Spanish regions during the period 2006–2012. The results support the view that territorial servitization contributes to employment creation in manufacturing sectors. Territories with a vigorous manufacturing base benefit from a virtuous circle in which KIBS start-ups and newly formed manufacturers are connected through the economic activity of incumbent manufacturing firms. The study offers valuable insights for scholars and policy makers on how to implement specific policies—e.g., the development of digital infrastructures—that facilitate the interaction between manufacturing and KIBS businesses, thus fuelling territorial development
The challenges of radical innovation in Iran: Knowledge transfer and absorptive capacity highlights — Evidence from a joint venture in the construction sector
No full textInternational audienc
Knowledge transfer in alliances: the moderating role of the alliance type
No full textInternational audienceWe analyse how the impact of determinants of inter-firm knowledge transfers in alliances can be moderated by the proximity of the resources pooled by partners. Six factors are examined: relative absorptive capacity (RAC), inter-partner trust, cultural distance between allies, knowledge ambiguity, knowledge protection, and the partners’ learning intent. We distinguish alliances mobilizing similar resources by partners (called ‘endogamies’ as allies build on their similarities) from alliances pooling different resources (called ‘exogamies’ as allies build on their differences). We propose that: (a) the impact of RAC on knowledge transfers is reinforced in exogamies, but reduced in endogamies; (b) the knowledge ambiguity and cultural distance effect is less in endogamies than in exogamies; (c) the trust and knowledge protection impact is stronger in exogamies than in endogamies; (d) the learning intent impact on knowledge transfers is similar in endogamies and exogamies
The role of power and trust in spreading sustainability initiatives across supply networks: A case study in the bio-chemical industry
No full textInternational audienc
The importance of spatial agglomeration in product innovation: A microgeography perspective
No full textInternational audienceThis study focuses on how innovation in general and product innovation in particular are influenced by firms' agglomeration in smaller local districts, the so-called microgeography of product innovation. Using spatial analytic methods on the mobile gaming industry in the Seoul Metropolitan Area, this study finds that mobile gaming firms co-locate to form sub-clusters for specializing in specific product innovation activities such as visual complexity, product price, and product upgrade. Furthermore, results show that the relationships between product innovation and sales performance differ across individual firms and sub-clusters. The findings confirm that microgeographic location plays a key role in promoting different product innovation activities within a city-level cluster. One key implication is that regional and district policy makers should consider product innovation policies based on each sub-cluster's specific product innovation potential, due to the heterogeneous agglomeration effects in product innovation activities
Understanding omni-channel shopping value: A mixed-method study
No full textInternational audienceThis paper aims to investigate the omni-channel shopping value (SV) by proposing and empirically testing an omni-channel SV model based on SV literature and omni-channel literature reviews to identify the key omni-channel concept characteristics. A mixed-method design combining quantitative (n = 59) and qualitative (n = 17) methods in an abductive logic was adopted. The four key findings were omni-channel SV is caused by touch points’ SV; this causal effect is moderated by omni-channel shopping perceived consistency; but the content and measure of the constructs must be reconceptualized in the omni-channel shopping context; and physical shopping's nature evolves in both its utilitarian and social dimensions