1,721,036 research outputs found
KNOWLEDGE MANAGEMENT STRATEGIES AND INTERNAL DYNAMICS AS KEY DETERMINANTS OF RESOURCE OPTIMIZATION AND DECISION-MAKING QUALITY DURING NSD
No full textThis study provides a dynamic perspective of new service development (NSD) project management by exploring the joint impact of project manager’s behavioural orientation, internal team dynamics and knowledge management strategies on NSD resource optimization and decision-making quality. A hierarchical research design is adopted with evidence drawn from both NSD managers and participants from several service sectors. Results illustrate the importance of internal marketing philosophy, personalization and codification strategy, team climate, role ambiguity and conflict resolution for the specific NSD outcomes
Internal market orientation as a value creation mechanism
No full textPurpose: This paper aims to re-examine the nature, aim and scope of internal market orientation (IMO) and introduce it as a value creation mechanism for the firm’s internal market. A service-dominant logic (SDL)-based perspective of the IMO notion is advanced, and the key steps and phases for value creation in the internal market are outlined. Design/methodology/approach: This conceptual paper bridges the IM discourse with the SDL literature, and the latter’s implications for internal marketing theory and practice are discussed. Findings: Drawing on the premises of the SDL, IMO re-surfaces as an interconnected operant resource that can be enacted through performing three sets of activities central in the value creation process for internal stakeholders (i.e. value-identifying, value-generating and value-enhancing activities). These groups of relevant value-enabling activities required for IMO enactment are extensively discussed and their role in the value creation process is scrutinized. Originality/value: This conceptual paper aspires to provide a managerially relevant understanding of value creation in the firm’s internal market. An SDL-driven understanding of IMO is advanced setting it as a value creation mechanism appealing to a wider range of organizations.</p
Going Beyond Counting First Authors in Author Co-citation Analysis
Full text linkThe present study examines one of the fundamental aspects of author co-citation analysis (ACA) - the way co-citation
counts are defined. Co-citation counting provides the data on which all subsequent statistical analyses and mappings
are based, and we compare ACA results based on two different types of co-citation counting - the traditional type that
only counts the first one among a cited work's authors on the one hand and a non-traditional type that takes into
account the first 5 authors of a cited work on the other hand. Results indicate that the picture produced through this non-traditional author co-citation counting contains more coherent author groups and is therefore considerably clearer. However, this picture represents fewer specialties in the research field being studied than that produced through the traditional first-author co-citation counting when the same number of top-ranked authors is selected and analyzed. Reasons for these effects are discussed
The effect of internal market orientation, internal dynamics and knowledge management strategies on NSD project performance
No full textRecognizing that service firms' performance is driven from their capability to innovate, new service development (NSD) is an increasingly important area of interest, as it can provide service organizations with a sustainable competitive advantage and ensure their long-term prosperity. The main objective of this thesis is to deliver an integrated framework for the strategic management of NSD by acknowledging how various internal conditions affect NSD project performance. The focus of this dissertation rests on the contingent effect of project manager's behaviour, interfunctional relationships and team-level contingencies on different new service development outcomes. In particular, the role of project manager's Internal Market Orientation, interfunctional relationships (i.e. trust, conflict, interfunctional integration and political activity), team-level conditions (i.e. climate, task and relationship conflict) and knowledge management strategies (i.e. personalization and codification strategy) for project learning, organizational learning, resource allocation effectiveness and efficiency and project performance during NSD is evaluated. To investigate these relationships, a hierarchical research design is adopted by drawing nested data from both two different sources (i.e. project managers and participants of NSD projects) across several service industries. A final usable sample of 116 project managers and 543 responses from NSD participants was obtained. Results highlight the importance of project manager's Internal Market Orientation adoption for NSD project performance while the role of interfunctional relationships, team-level contingencies, individual perceptions and knowledge management strategies during also proves critical for NSD. This dissertation is anticipated to provide service managers with several useful insights regarding ways of improving the management and the organization of the NSD process as well as to shed light on the reeffectiveness different knowledge management strategies for project performance, project learning and resource allocation during NSD. The identification of how intra-organizational dynamics and contextual factors concurrently influence performance, learning and resource allocation during service innovation efforts will optimize their daily management and help practitioners understand the impact of their actions on team dynamics and innovation performance
Internal market orientation as a value creation mechanism
No full textPurpose This conceptual paper aspires to re-examine the nature, aim and scope of Internal Market Orientation (IMO) and introduce it as a value creation mechanism for the firm’s internal market. A service-dominant logic (SDL)-based perspective of the IMO notion is advanced and the key steps and phases for value creation in the internal market are outlined. Design/methodology/approach This conceptual paper bridges the IM discourse with the service-dominant logic literature and the latter’s implications for internal marketing theory and practice are discussed. Findings Drawing on the premises of the service-dominant logic, IMO re-surfaces as an interconnected operant resource that can be enacted through performing three sets of activities central in the value creation process for internal stakeholders (i.e. value-identifying, value-generating and value-enhancing activities). These groups of relevant value-enabling activities required for IMO enactment are extensively discussed and their role in the value creation process is scrutinized. Originality/value This conceptual paper aspires to provide a managerially relevant understanding of value creation in the firm’s internal market. A SDL-driven understanding of IMO is advanced setting it as a value creation mechanism appealing to a wider range of organizations
Achieving favourable customer outcomes through employee deviance
No full textThis study advances current knowledge by examining how employee deviance and customer participation during a single employee-customer exchange generate favourable customer responses. This work bridges the employee deviance stream with the service encounter literature and illustrates the importance of equity theory in deviant service exchanges between customers and employees. Moreover, results add to the ongoing debate on service nepotism by canvassing the consequences from the customer’s active participation in deviant exchanges which appears to enhance customer perceptions of the exchange. A 3x2 between-subjects experimental design was adopted which manipulates three types of pro-customer deviance along with customer’s participation (or not) to the exchange. The dependent variables capture three types of perceived customer justice (cognitive outcomes) and customer’s affective state (affective outcome). Findings illustrate that customers approve employees’ deviance for their own benefit while also indicate favourable outcomes from deviant exchanges with employees such as higher perceived justice and a more positive affective state. The article concludes with a discussion of the theoretical and managerial implications, limitations and research directions that emerge from this study
A critical inquiry of the Internal Marketing discourse and a future research agenda
No full textEchoing the fragmented knowledge in the internal marketing (IM) domain and the changing reality for service employees’ role in global marketplaces, this article aspires to provide a critical inquiry into the past, present, and future of the IM domain. This work delivers a critical overview of the grounds of IM work, to provide insights into the advantages and limitations of contemporaneous IM knowledge, and to present a research agenda for the future of IM. This conceptual paper contributes to the ongoing debate about the concept and the scope of IM and presents some potential avenues for investigation for service researchers
Exploring the implications of blockchain technology for brand-consumer relationships: a future research agenda
No full textPurpose This conceptual paper delves into the implications of blockchain technology adoption for brands and consumers. Drawing on existing branding literature and real-life applications of blockchain, the challenges, risks and opportunities from blockchain adoption for four important areas of the branding literature are canvassed (i.e., brand positioning and corporate brand image, consumer-brand relationships, online brand communication and consumers’ trust in the brand). Also, a future-oriented discussion is provided that highlights some important avenues for researchers in the field. Design/methodology/approach This conceptual discussion sheds light on the potential implications of blockchain technology for brand-consumer relationships. To do so, an analytical review of the blockchain literature is conducted, the nature of blockchain technology is presented and its unique features and functions for brand-consumer interactions are discussed. Findings This work ignites an exploratory discussion around how blockchain applications and platforms can affect consumer-brand relationships, drawing on a number of real-life examples of blockchain adoption. This discussion sheds light on how blockchain features can impact on various areas of interest for strategic brand management, such as the adoption of digital currencies, brand storytelling, the use of blockchain-enabled loyalty programmes, the role of intermediaries in online advertising, counterfeit consumption, brand transparency and trust for brands in online marketplaces, among others. Originality/value This is one of the first conceptual efforts in the branding literature that draws on the scarce existing knowledge around blockchain adoption and discusses the potential implications of blockchain technology for brands and consumers while also providing directions for future research
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