Improving SME performance through organizational memory

2019 ◽  
Vol 32 (4) ◽  
pp. 473-491 ◽  
Author(s):  
Roman Kmieciak
Keyword(s):  
Customer Satisfaction ◽  
Least Squares Method ◽  
Organizational Memory ◽  
Operational Performance ◽  
Content Type ◽  
Direct And Indirect Impacts ◽  
Indirect Impacts ◽  
Partial Least Squares Method ◽  
The Relationship ◽  
Practical Implications

Purpose Specific research on the meaning of organizational memory (OM), including databases, for small- and medium-sized enterprises (SMEs) and their performance is limited. The purpose of this paper is to investigate the relationships between open-mindedness culture (OMC), OM, SME innovativeness and customer satisfaction. Design/methodology/approach Five hypotheses were formulated and tested using the partial least squares method. The survey data were collected from 120 Polish SMEs. Findings A positive and significant relationship between OMC and OM was found. OM has both direct and indirect impacts on customer satisfaction through firms’ innovativeness. The results confirmed the correlation between firms’ innovativeness and customer satisfaction. Research limitations/implications The focus on SMEs in a single country limits the generalizability of the results. Practical implications The findings of this research can inform SME managers who are willing to improve operational performance. This study suggests that OMC is a prior stage in building, updating and using OM in the form of databases. Leveraging databases is a way to incrementally increase firms’ innovativeness and customer satisfaction. Originality/value This paper fills an important gap in the extant literature by empirically testing the relationship between OMC, OM, firms’ innovativeness and customer satisfaction. This study is the first ever to study these relationships within the context of SMEs.

How social influence and personality affect users’ social network fatigue and discontinuance behavior

2018 ◽  
Vol 70 (4) ◽  
pp. 344-366 ◽  
Author(s):  
Sajad Shokouhyar ◽  
Seyed Hossein Siadat ◽  
Mojde Khazeni Razavi
Keyword(s):  
Social Network ◽  
Social Influence ◽  
Least Squares ◽  
Design Methodology ◽  
Least Squares Method ◽  
Social Network Sites ◽  
Research Model ◽  
Content Type ◽  
Partial Least Squares Method ◽  
Practical Implications

Purpose The purpose of this paper is to focus on understanding how social influence and personality of individuals differentiate between users’ social network fatigue and discontinuance behavior. Furthermore, the most common discontinuance behavior among users was investigated. Design/methodology/approach The research model was tested with the data from 163 Instagram users based on online and offline surveys. The partial least squares method was used to test the proposed hypotheses of this study. Findings The results indicate that social influence affects users’ discontinuance behavior and social network fatigue. Social network fatigue is greater in users with higher reported social influence compared to those with a lower one. Moreover, in response to social network fatigue, users prefer to keep their activities under control instead of switching to alternative social network sites (SNSs) or a short break in social network activities. Practical implications By achieving a better understanding of users’ feeling and behaviors, social network providers may codify their strategies more efficiently. Originality/value The study is novel in exploring users’ SNS fatigue and their discontinuance behavior by integrating social influence and personality. The authors defined a new concept of effect of social influence on social network fatigue. Additionally, the authors examined which discontinuance behaviors in individuals were more prevalent.

Global value chain linkages and domestic value-added content: Empirical evidence

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Bhushan Praveen Jangam ◽  
Badri Narayan Rath
Keyword(s):  
Value Chain ◽  
Least Squares Method ◽  
Value Added ◽  
Value Chains ◽  
Global Value Chain ◽  
Content Type ◽  
Services Sector ◽  
The Impact ◽  
The Relationship ◽  
Practical Implications

Purpose This paper aims to examine the relationship between global value chains (GVCs) and domestic value-added content (DVA) in a panel of 58 countries for the period 2005–2015. Design/methodology/approach First, the authors quantify the refined measures of GVC linkages by using the Borin and Mancini (2019) decomposition technique. Second, the authors apply the feasible generalised least squares method to test the relationship between GVCs and DVA empirically. Findings First, the authors find that GVC links are crucial to the enhancement of DVA. Second, a study at the sectoral level reveals that GVC links in the primary sector raise DVA whilst reducing DVA in the services sector. Third, the authors find that only upstream activities enhance value-added content. Fourth, the authors note the augmenting role played by national policies in mediating the gains associated with GVCs. Finally, the authors note that the outcomes associated with GVCs are consistent when the sample of countries is divided into groups based on income. Practical implications The results lead us to urge policymakers to promote greater integration of business activities into GVCs to reap their benefits. Originality/value This paper contributes to the research on the impact of GVCs on DVA by emphasising the significance of the types of GVC activities and policies that improve DVA.

The impacts of competence-based marketing capabilities: relative attention, relationship learning and collaboration development

2018 ◽  
Vol 33 (7) ◽  
pp. 896-910 ◽  
Author(s):  
Feng-Hsu Liu ◽  
Lu-Jui Chen
Keyword(s):  
Resource Dependence ◽  
Least Squares Method ◽  
Resource Dependence Theory ◽  
Marketing Capabilities ◽  
Cross Sectional ◽  
Content Type ◽  
Learning And Collaboration ◽  
Partial Least Squares Method ◽  
The Impact ◽  
The Relationship

Purpose Original equipment manufacturing (OEM) suppliers must identify and communicate competences to ensure that they are successfully translated into competitive advantages. This study aims to explore the competence-based marketing capabilities of suppliers based on competence-based marketing view. It integrates resource-based theory and resource dependence theory to conduct a detailed evaluation of the impact of competence-based marketing capabilities on collaboration development, which is classified as either exploitative or explorative collaboration between buyers and suppliers. Design/methodology/approach The partial least squares method was used to analyse and find direct support for the authors’ hypotheses based on cross-sectional data from a sample of 116 Taiwanese OEM suppliers. Findings The results find no support as recent arguments that the marketing of competence would directly affect collaborative relationships in a buyer–supplier relationship. The two mediating roles of relative attention from buyers and relationship learning with buyers were confirmed. The empirical findings indicated that relative attention from buyers partially mediates the relationship between competence-based marketing capabilities and exploitative collaboration development, while relationship learning completely mediates the relationship between competence-based marketing capabilities and two-pronged collaboration development. Originality/value This study provides a thorough examination of competence-based marketing capabilities, which have attracted substantial attention from business scholars but empirical research investigating and discussing how suppliers develop new collaborations with buyers is lacking.

scholarly journals Corruption and SME financing structure: the case of Vietnamese manufacturing

2020 ◽  
Vol 22 (2) ◽  
pp. 265-279
Author(s):  
Mai Hong Phan ◽  
Lan Archer
Keyword(s):  
Firm Heterogeneity ◽  
Least Squares Method ◽  
Data Set ◽  
Financing Structure ◽  
Content Type ◽  
Country Level ◽  
Major Factors ◽  
Retained Earnings ◽  
The Relationship ◽  
Practical Implications

PurposeCorruption has been evidenced as one of the major factors that drive a firm's dynamics and growth. This study examines the relationship between corruption and financing structure decisions of small and medium-sized enterprises (SMEs) in Vietnam.Design/methodology/approachThe authors use a longitudinal data set from the Vietnam's SME Survey in the period 2007–2013 and adopt the two-stage least squares method to deal with endogeneity.FindingsAfter controlling for endogeneity and firm heterogeneity, the authors find that, overall, corruption does significantly affect the decisions of financing sources. Given that, corruption increases the use of informal debt and decreases the levels of formal debt, owner's equity and retained earnings.Practical implicationsThe findings suggest implications for corruption-combating actions and policies.Originality/valueDifferent from previous studies that either provide evidence of government corruption and a firm's capital structure at the country level or focus on corruption and debt only, we deliver a more comprehensive analysis on the nexus between corruption and various financing sources.

Measuring the effects of service quality by using CARTER model towards customer satisfaction, trust and loyalty in Indonesian Islamic banking

2019 ◽  
Vol 10 (1) ◽  
pp. 269-289 ◽  
Author(s):  
Abu Amar Fauzi ◽  
Tatik Suryani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Islamic Banking ◽  
Content Type ◽  
Key Driver ◽  
Customer Trust ◽  
Relationship Of ◽  
The Relationship ◽  
Practical Implications ◽  
Carter Model

PurposeThere are two primary objectives of the research. Firstly, the study aims to explore the service quality dimension of Indonesian Islamic banking using a CARTER model. Secondly, the study aims to examine the relationship of service quality towards customer satisfaction, trust and loyalty in Indonesian Islamic banking.Design/methodology/approachThe conceptual framework of the study will be examined using the PLS–SEM approach. Then, it will be examined using the 392 collected data from Indonesian Islamic banking customer in Surabaya.FindingsReliability becomes a key driver of customer satisfaction towards Indonesian Islamic banking. Then, customer loyalty will improve more significant if the Indonesian Islamic bank can firstly improve its customers trust.Research limitations/implicationsThe research results are questionable to represents Indonesia in general because all the sample of the research is Islamic banking customers in Surabaya, East Java Province.Practical implicationsUpdating with the newest technology in delivering integrated products or services will lead Indonesian Islamic banking satisfying its customer more. Then, Indonesia Islamic banking should develop the capability of human resources related to banking skills and understanding of Islamic principles to increase customer trust.Originality/valueThis research is essential in complementing the previous research regarding the level of contribution of compliance in Indonesia Islamic banking. Then, the research discusses how compliance becomes an essential part of service quality that could increase the market share of Indonesian Islamic banking by enhancing the level of customer trust.

Does religiosity matter for customer loyalty? Evidence from halal cosmetics

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dwi Suhartanto ◽  
David Dean ◽  
Ira Siti Sarah ◽  
Raditha Hapsari ◽  
Fatya Alty Amalia ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Emotional Attachment ◽  
Cosmetic Products ◽  
Content Type ◽  
The Impact ◽  
The Relationship ◽  
Practical Implications

Purpose This paper aims to assess customer loyalty towards halal cosmetics using three integrated loyalty routes of product quality, emotional attachment and religious determinants. Design/methodology/approach The data for this study were gathered from 457 s cosmetics customers. Variance-based structural equation modelling was applied to assess the association between product quality, emotional attachment, religiosity, customer satisfaction and customer loyalty. Findings This study reveals that for halal cosmetics, customer loyalty is driven more by emotional attachment and product quality than by religiosity. Further, the religiosity does not moderate the relationship between customer satisfaction and customer loyalty. Finally, this study reveals that the impact of emotional attachment and product quality on customer loyalty is partly through strengthening customer satisfaction. Practical implications This study provides an opportunity for halal cosmetics managers to increase customer loyalty through the development of emotional attachment and product quality. To develop customer loyalty towards their halal cosmetic products, this study suggests that halal cosmetics managers should offer high-quality products and continuously innovate their cosmetic products. Originality/value This is an early empirical study attempting to examine the link between religiosity and customer loyalty in halal cosmetic products.

Bank leverage and stock liquidity: evidence from BRICS countries

2016 ◽  
Vol 8 (3) ◽  
pp. 298-315 ◽  
Author(s):  
Muhammad Umar ◽  
Gang Sun
Keyword(s):  
Least Squares Method ◽  
Policy Makers ◽  
Stock Liquidity ◽  
Liquidity Shocks ◽  
Content Type ◽  
Financial Firms ◽  
Brics Countries ◽  
Using Data ◽  
The Relationship ◽  
Practical Implications

Purpose The purpose of the study is to explore the relationship between bank leverage and stock liquidity. Design/methodology/approach A simultaneous equations model and a two-stage least squares method were used to find the above-mentioned relationship, using data from all the listed banks of the BRICS countries, for the years 2007-2014. Findings A decrease in leverage results in lower stock liquidity of the banks. Bank leverage is a significant determinant of stock liquidity, but changes in stock liquidity do not explain the variation in bank leverage. However, in the case of small banks, an increase in stock liquidity results in lower leverage. In the case of large banks, bank leverage and stock liquidity are significant determinants of each other, and the relationship between them is positive. Practical implications An increase in high quality capital, as required by the Basel III accord, will result in lower stock liquidity of the banks in emerging markets. However, stock liquidity shocks do not affect the leverage of banks. Originality/value To the best of the authors’knowledge, this study is the first one to explore the relationship between leverage and stock liquidity of financial firms. It contributes to the existing literature on bank liquidity and capital structure and helps managers and policy makers to formulate better policies.

How “quality” determines customer satisfaction

2015 ◽  
Vol 27 (5) ◽  
pp. 576-590 ◽  
Author(s):  
Chih-Hsing Liu ◽  
Sheng-Fang Chou ◽  
Bernard Gan ◽  
Jin-Hua Tu
Keyword(s):  
Customer Satisfaction ◽  
Regression Models ◽  
Evaluation Criteria ◽  
Content Type ◽  
Restaurant Managers ◽  
Mystery Shoppers ◽  
The Relationship ◽  
Practical Implications ◽  
Large Observation

Purpose – The purpose of this paper is to develop a research framework to explain the relationship between overall restaurant quality and customer satisfaction. Design/methodology/approach – To test this model, the authors deploy 48 mystery shoppers to evaluate 496 Taiwanese restaurants. Further, the authors performed two different regression models and performing the Baron and Kenny (1986) procedure to test the hypotheses. Findings – This study investigates whether restaurants are susceptible to the quality and level of restaurant service, and the restaurant’s physical atmosphere. Further, this study investigates whether these two constructs are likely to improve customers’ perception of restaurant quality, and whether such a strategy may also lead to customers’ satisfaction and facilities word-of-mouth recommendations. Practical implications – The evidence suggests that the construct of “restaurant service” and “physical atmosphere” are strong determinant of improving customers’ perception of overall quality of restaurant. That is, there is a tendency to innovate when restaurant managers prioritize customers’ satisfaction. Further, managers who believe that service and physical atmosphere issues are top priorities will also improve the overall quality in their restaurants. Originality/value – Measuring the relationships between Michelin star evaluation criteria via a large observation sample is rare in the present literature. As far as the authors know, this is the first paper to exam the relationships between Michelin star evaluation criteria.

scholarly journals Do IMC and Ecological Knowledge Drive Value Co-Creation? The New Way to Loyalty in Hospitality

2021 ◽  
Vol 13 (19) ◽  
pp. 10785
Author(s):  
Mariia Bordian ◽  
Irene Gil-Saura
Keyword(s):  
Customer Satisfaction ◽  
Least Squares Method ◽  
Hotel Industry ◽  
Ecological Knowledge ◽  
Integrated Marketing ◽  
Integrated Marketing Communication ◽  
Antecedents And Consequences ◽  
Partial Least Squares Method ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

Despite co-creation being considered a valuable strategy for incremental changes towards more sustainable activities and consumers’ declared interest, hospitality businesses still did not experience the expected level of client engagement in their service interactions. Therefore, the primary purpose of this paper is to examine the nature of value co-creation and its antecedents and consequences within the hotel industry context through the lens of sustainability. Integrated marketing communication (IMC) and ecological knowledge are examined as factors that enhance value co-creation. Satisfaction is observed as a mediator of the relationship between value co-creation and customer loyalty. A closed-response, in-person structured survey was used to collect data from 303 guests of hotels located in Ukraine. The hypotheses were tested using the partial least squares method. The findings reveal that company IMC causes a higher impact on value co-creation. However, ecological knowledge does not seem to affect value co-creation. Furthermore, value co-creation shows a significant influence on customer satisfaction, and directly and indirectly affects loyalty through satisfaction. This study’s theoretical and practical implications are included to assist both scholars and practitioners in the hospitality industry in enriching their understanding of effective value co-creation and communication strategies related to sustainability to increase customer satisfaction and loyalty.

Exploring the role of leadership style on the service quality-customer satisfaction link

2016 ◽  
Vol 8 (1) ◽  
pp. 88-101 ◽  
Author(s):  
Angelos Pantouvakis ◽  
Christos Patsiouras
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Leadership Style ◽  
Design Methodology ◽  
Small Enterprises ◽  
Quality Performance ◽  
Content Type ◽  
The Relationship ◽  
Practical Implications

Purpose – The purpose of this paper is to explore the influence of the leadership style on the service quality–customer satisfaction link. Design/methodology/approach – A special survey instrument was developed and tested with the use of exploratory factor and regression analyses. Findings – Data from 118 small enterprises were collected through personal interviews, and results supported that the level of leadership style moderates the relationship between service quality and customer satisfaction despite what is commonly believed that leadership actually is a prerequisite of service quality. Practical/implications – Based on the fact that there is no literature connecting quality and satisfaction with leadership style, practitioners may be interested in finding out that executives’ behavior can influence the service provided to customers. Originality/value – Leadership style is a concept which has been associated with many variables such as service quality, performance and job satisfaction. In the marketing literature, it has been widely accepted that service quality is positively related to customer satisfaction. This work is the first trying to examine the effect of leadership style on service quality–customer satisfaction linkage under conditions of environmental uncertainty and instability.

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