scholarly journals Exploring competitive strategic performance consistency in service organizations

2018 ◽  
Vol 22 (2) ◽  
pp. 165-182 ◽  
Author(s):  
Carlos F. Gomes ◽  
Mohammad Najjar ◽  
Mahmoud M. Yasin
Keyword(s):  
Performance Measures ◽  
Open System ◽  
Customer Orientation ◽  
Dynamic Environment ◽  
Service Organizations ◽  
Future Research ◽  
Content Type ◽  
Strategic Orientations ◽  
And Performance ◽  
Practical Implications

PurposeAs service organizations move toward the open system strategic customer orientation, they need to ensure consistency among competitive methods, performance measures and strategies utilized. This paper aims to examine the relationships among these important facets of today’s service organizations. The study at hand examines the relationship among competitive methods, implicit strategy and performance measures used by Portuguese service organizations.Design/methodology/approachThis research uses a survey-based methodology. Factor analysis, cluster analysis and regression analysis procedures are used to analyze the collected data from Portuguese service organizations.FindingsBased on the results of this study, it appears that some of the studied service organizations are steadily moving toward the open system mode of strategy, competitive methods and performance measurement. However, the majority of the service organizations examined appeared to be in a state of strategic confusion, as they appear to lack the consistency among competitive methods, performance measures and desired strategic orientations.Research limitations/implicationsThe sample used in this study is specific in nature, as it includes only Portuguese service organizations. Therefore, the results of this study should be interpreted with caution. Future research in other cultural service settings is recommended. Such research should emphasize the exploration of theoretical frameworks, which tend to practically integrate competitive methods, performance measures and strategic orientation.Practical implicationsThis study has direct practical implications for service managers, as they attempt to integrate their organizational systems. As such, the research in this study paves the way toward the practical integration and consistency among competitive methods, performance measures and strategic orientations needed to enhance the customer orientation. In this context, such integration and consistency are essential to enhance the strategic competitiveness of today’s service organizations operating in a dynamic marketplace.Originality/valueThis research combines bodies of knowledge dealing with competitive methods, performance measures and their impact on strategic orientations. The conceptual framework offered in this research attempts to facilitate the understanding for consistent practice pertaining to the competitiveness of the open system service organization in a dynamic environment. Such consistency is essential to the competitiveness of the organization in a dynamic environment.

Academic research meets practice: why controversial results are not controversial

2018 ◽  
Vol 16 (1) ◽  
pp. 66-74 ◽  
Author(s):  
Patrick M. Wright ◽  
Anthony J. Nyberg
Keyword(s):  
Performance Measures ◽  
Academic Research ◽  
Chief Executive ◽  
Future Research ◽  
Content Type ◽  
Ceo Pay ◽  
And Performance ◽  
Hiring And Firing ◽  
The Impact ◽  
Practical Implications

Purpose This paper aims to explore some of the practical challenges boards face in setting chief executive officer (CEO) pay to show why the failure to see considerable overlap between pay and performance may not be due to poor governance. Design/methodology/approach This paper critically explores the different types of pay reported in public sources (actual vs realized) and the types of performance measures used in CEO pay research. This paper then conceptually reviews the broader governance responsibility of boards, particularly the hiring and firing of CEOs and the impact these decisions have on CEO pay. Findings The authors suggest that much of the lack of overlap between pay and performance may be because of misaligned timing of the pay and performance measures, differences between internally promoted and externally hired CEOs and severance packages of fired CEOs. They conclude that the lack of overlap may not signal failure on the part of boards, but rather may reflect the risk and uncertainty those boards face in hiring and firing of CEOs. Research limitations/implications The analysis shows how using publicly available sources of pay and performance data ignores the practical challenges that boards face in setting pay, and suggests greater care be given to future research purporting to show that boards are failing in their governance responsibilities. Practical implications CEO pay may not be as misaligned with performance as many researchers conclude, but may be due to the risks and uncertainty inherent in governance. Social implications The distributive justice critique of CEO pay may not be valid. Originality/value As opposed to simply mining public databases, this paper more accurately describes some of the variables that impact how boards set CEO pay.

scholarly journals An examination of firms’ strategic orientations, innovativeness and performance with large Korean companies

2016 ◽  
Vol 10 (1) ◽  
pp. 183-202 ◽  
Author(s):  
Sohyoun Synthia Shin ◽  
Sungho Lee
Keyword(s):  
Customer Orientation ◽  
Performance Outcomes ◽  
Future Research ◽  
Content Type ◽  
Strategic Orientations ◽  
Firm Innovativeness ◽  
Competitor Orientation ◽  
Managerial Implications ◽  
And Performance ◽  
Technology Orientation

Purpose This paper aims to provide an examination of firms’ strategic orientations, innovativeness and performance with large Korean companies. Design/methodology/approach The authors investigated the impacts of firms’ major key strategic orientations (customer orientation [CO], competitor orientation [PO], technology orientation [TO] and internal/cost orientation [IO]) on firm innovativeness (INNO) and performance outcomes with large Korean companies. Findings The results of the analysis showed that CO, PO and TO positively influence the innovativeness, which contributes to firm performance. Originality/value The authors provide some managerial implications on the multiple roles of strategic orientations on firm INNO and performances, along with limitations of this study and future research directions.

scholarly journals A systematic review on organizational empowerment

2019 ◽  
Vol 27 (5) ◽  
pp. 1336-1361
Author(s):  
Linda Rothman ◽  
Frans De Vijlder ◽  
René Schalk ◽  
Martine Van Regenmortel
Keyword(s):  
Systematic Review ◽  
Web Of Science ◽  
Service Organizations ◽  
Future Research ◽  
Content Type ◽  
Starting Point ◽  
Broad Concept ◽  
Organizational Empowerment ◽  
Further Development ◽  
Practical Implications

Purpose This paper aims to present a systematic review on organizational empowerment (OE) using Peterson and Zimmerman´s model (2004) as a starting point. The aim is to further conceptualize OE, discover how the components in the model influence each other and identify recommendations for future research. Design/methodology/approach All articles that cited the OE model, published in 2004 by Peterson and Zimmerman, have been systematically reviewed. In total, 37 studies of 410, found in Google Scholar and Web of Science, are included in the review. Findings The review revealed that intra-, inter- and extra-organizational empowerment affect each other and that evidence for the processes and outcomes on intra-organizational empowerment have increased, but there is limited additional evidence for the other two components. Research limitations/implications Literature was searched in two databases, focusing on the OE model. A search using other databases on OE as a broad concept might provide additional sources. Practical implications Findings are relevant for professionals, leaders in human service organizations, educators and researchers. Practice can be improved by applying the knowledge; educators can use the results in their program and researchers may use the findings for the further development of OE. Originality/value Since the OE model was presented in 2004, no systematic review has been performed. Therefore, this review contributes to the further conceptualization of OE.

Developing an indicator framework for measuring sustainable logistics innovation in retail

2018 ◽  
Vol 22 (1) ◽  
pp. 1-13 ◽  
Author(s):  
Petra Andersson ◽  
Helena Forslund
Keyword(s):  
Knowledge Creation ◽  
Design Methodology ◽  
Future Research ◽  
Measurement Scales ◽  
Content Type ◽  
Sustainable Logistics ◽  
Indicator Framework ◽  
Sustainability Reports ◽  
And Performance ◽  
Practical Implications

PurposeThe purpose of this paper is to develop an indicator framework for measuring sustainable logistics innovation (SLI) in retail. Design/methodology/approachA literature review in different theory areas was conducted to generate a literature-based SLI indictor framework. The literature-based framework was then compared to five-year sustainability reports of three Swedish retailers to identify SLI indicators and how to measure them. This comparison led to a developed framework. FindingsThe developed framework combines sustainability dimensions with logistics activities. It identifies SLI indicators and how to measure them. Significant gaps between the framework and sustainability reports prompted the creation of an agenda for future research. Items that further research should consider include broadening or deepening the framework, developing specifically social SLI indicators for all logistics activities and developing measurement scales for the SLI indicators. Research limitations/implicationsThe study presents an SLI indicator framework as an initial contribution towards knowledge creation, and following the agenda for further research could generate even more implications for research. Practical implicationsManagers need inspiration concerning which indicators to use to measure SLI and how. Social implicationsThe study addresses both environmental and social sustainability, as well as suggests SLI indicators. Originality/valueNo identified study has merged sustainable logistics innovation and performance measurement in retail.

Retrospective: compatibility management: customer-to-customer relationships in service environments

2016 ◽  
Vol 30 (1) ◽  
pp. 11-15 ◽  
Author(s):  
Charles L. Martin
Keyword(s):  
Design Methodology ◽  
Services Marketing ◽  
Customer Relationships ◽  
Service Organizations ◽  
Future Research ◽  
Content Type ◽  
Napa Valley ◽  
Service Environments ◽  
Service Experiences ◽  
Practical Implications

Purpose This paper aims to revisit Martin and Pranter’s (1989) Journal of Services Marketing article, “Compatibility Management […]”, and by doing so, heighten service scholars’ and practitioners’ awareness of the historical and ongoing relevance of customer-to-customer (C2C) encounters, the challenges C2C encounters pose and the opportunities for future research. Design/methodology/approach A combination of review and commentary approaches is taken to summarize the 1989 article, the circumstances of its conception, the topic’s intersection with contemporary service topics and to illustrate the multi-faceted nature of C2C encounters and the challenges faced in their management. Findings Investigated in a number of service contexts, C2C encounters continue to be relevant in a multitude of service environments where customers converge. Research limitations/implications Because the evolution of service scholarship and practice is collectively shaped by an infinite number of people, events and sources, the attribution of effects to only one or a few influences is a highly subjective matter of interpretation. Practical implications Because C2C encounters are part of customers’ service experiences and can affect their satisfaction and patronage behaviors, service organizations can benefit by their efforts to influence C2C encounters. Social implications The criteria customers use to react to other customers and the bases used by service organizations/personnel to manage C2C encounters may not always be morally, ethically or legally defensible. For example, the Napa Valley Wine Train incident of 2015 involved allegations of racial discrimination and intentional infliction of emotional distress. Originality/value The retrospective analysis contributes to the field’s understanding of the historical development of services marketing and provides fodder for future research.

Effective interim leadership and management: development of a cyclical model of interim assignments

2020 ◽  
Vol 7 (2) ◽  
pp. 173-190 ◽  
Author(s):  
Stephen A. Woods ◽  
Nick Diprose ◽  
Mary Murphy-Diprose ◽  
Geoff Thomas
Keyword(s):  
Management Practice ◽  
Research Effort ◽  
Individual Characteristics ◽  
Future Research ◽  
Leadership And Management ◽  
Content Type ◽  
Original Contribution ◽  
And Performance ◽  
Interim Leadership ◽  
Practical Implications

PurposeThis paper reviews literature on interim leadership and management through the lens of effective interim performance. The purpose of this review is to advance understanding of interim assignment performance and the antecedent individual psychological characteristics of effective interim leaders and managers, to improve the practice of managing interim leaders from a human resources (HR) perspective.Design/methodology/approachThe paper reports a targeted review of the literature on interim leadership and management.FindingsThe main proposition from this review is that the influence of individual factors on interim performance operates within the stages and contexts of assignments. Accordingly, the authors propose a framework of the demands on interim assignments (the interim assignment cycle), comprising stages of preparation, entry, delivery and exit. The paper subsequently reviews evidence of the potential individual characteristics (focussing on individual differences in personality, leadership approach, motivation and competencies) of effective preparation and entry to an assignment, actions and performance during an assignment and exit/disengagement.Practical implicationsThe findings of the review have implications for the selection and placement of interims into organizations and their management once appointed.Originality/valueThe main original contribution of the paper is to provide a framework around which interim assignments can be modelled and better understood. The paper discusses implications for future research, theory and human resource management practice and calls for a renewed research effort in this critical area of management and leadership.

The impact of non-urgent patients in emergency departments' operations

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Higor Leite
Keyword(s):  
Emergency Departments ◽  
Waiting Times ◽  
Healthcare Access ◽  
Descriptive Analysis ◽  
Lean Six Sigma ◽  
Future Research ◽  
Content Type ◽  
And Performance ◽  
The Impact ◽  
Practical Implications

PurposeGlobally, the presence of non-urgent patients in emergency departments (EDs) is considered one of the main reasons for creating excessive waiting times and overcrowding in units. This paper aims to understand the impact of non-urgent patients in EDs' operations.Design/methodology/approachThis study is based on qualitative case studies conducted within two Brazilian EDs, and uses interviews and observations to access the data.FindingsFrom a thematic analysis, three key themes emerged: characteristics of non-urgent demands in EDs, negative aspects of non-urgent patients in EDs, and the impact of the healthcare system model on EDs. These themes bring to light the impact that non-urgent patients have in EDs' operations, and provide theoretical and practical implications.Research limitations/implicationsThe limitation of this work is bound by the understanding of the non-urgent demands in EDs. Therefore, a benchmarking approach (investigating state-of-the-art practices to avoid such impact) was not applied but was suggested for future research instead.Practical implicationsThe research provides significant contributions to practitioners and policymakers, aiding future discussions to improve healthcare coverage and performance.Social implicationsThe research provides significant contributions for managers and policymakers, aiding future discussions to improve healthcare. For instance, the use of well-known techniques (e.g. lean, six sigma) are discussed and suggested to enhance healthcare capacity and performance. Furthermore, the policymakers are called upon to evaluate the healthcare access and provide regulations that involve innovative approaches to widen healthcare access.Originality/valueBased upon empirical data, this research extends the discussions related to non-urgent patient in EDs and is not limited merely to descriptive analysis, but by providing practical propositions and discussions related to the impact of these patients' presence in EDs' operations. Finally, the research provides a range of suggestions for future research related to the EDs' operational performance.

scholarly journals A critical perspective on the measurement of performance in the empirical multinationality and performance literature

2017 ◽  
Vol 13 (2) ◽  
pp. 94-118 ◽  
Author(s):  
Nicole Franziska Richter ◽  
Robert Schmidt ◽  
Tina Jessica Ladwig ◽  
Fabian Wulhorst
Keyword(s):  
Performance Measures ◽  
Empirical Studies ◽  
Future Research ◽  
Content Type ◽  
Research Designs ◽  
Financial Performance Measures ◽  
And Performance ◽  
The Relationship ◽  
Benefits And Costs

Purpose This paper aims to contribute to the core research in international business (IB), namely, the relationship between multinationality and performance and is concerned with the quality of past empirical research designs. Design/methodology/approach On the basis of 49 studies, given in a literature review, the match between performance measures used in empirical studies and the underlying theoretical streams that explain the effects on benefits and costs of multinationality is critically evaluated. Findings Findings indicate that authors still largely rely on overall financial performance measures. Theoretical arguments, in contrast, refer to specific benefit and cost positions that might be better reflected in operational performance indicators. The idiosyncratic choice of the performance measures used might contribute to the varying results in past studies. Originality/value Suggestions for improving future research designs are offered.

Making sure crime does not pay

2018 ◽  
Vol 21 (4) ◽  
pp. 555-566 ◽  
Author(s):  
Tanya Gibbs
Keyword(s):  
Law Enforcement ◽  
Design Methodology ◽  
Economic Security ◽  
Economic Crime ◽  
Future Research ◽  
Government Officials ◽  
Content Type ◽  
The Government ◽  
And Performance ◽  
Practical Implications

PurposeThis paper aims to analyse a new piece of Dubai legislation, Dubai Law No. (4) of 2016: The Dubai Economic Security Centre (DESC) Law, in respect of its role and impact on economic crime mitigation in the emirate and in the country as a whole.Design/methodology/approachThe jurisdiction’s various risks and vulnerabilities were examined to determine weaknesses and gaps in the current legislative and regulatory framework.FindingsThe findings highlight that despite numerous legislative efforts targeting economic crime, bringing economic criminals to justice has remained an issue in Dubai. Creation of the Dubai Economic Security Centre (DESC) may mark a significant change in that emirate’s approach to tackling this issue.Research limitations/implicationsThough the DESC itself is (as of this writing) still in a formative state, it is clearly intended to be a comprehensive response to expedite and streamline investigative processes and mitigate the multi-jurisdictional problems with which law enforcement has hitherto contended.Practical implicationsThe DESC is also intended to serve not only as an informational clearinghouse but also as an organisational entity with significant roles in law enforcement and even legislation.Social implicationsRegardless of its ambitious and promising results, the effectiveness of its organisational structure and performance is yet to be determined.Originality/valueThis research can be beneficial for the government officials in charge of establishment and launch of the DESC, as well as for future research as it points to its potential ambiguities and misinterpretations.

Enhancing strategic performance of service organizations

2018 ◽  
Vol 34 (11) ◽  
pp. 1-3
Keyword(s):  
Performance Measures ◽  
Design Methodology ◽  
Strategic Orientation ◽  
Service Organizations ◽  
Content Type ◽  
Strategic Performance ◽  
Framework Design ◽  
Pertinent Information ◽  
Internal And External Factors ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Consistency between performance measures (PM), strategic orientation and competitive methods can help service organizations to attain greater strategic performance consistency. Alignment and overall competitiveness become more attainable if PM framework design considers a wider array of both internal and external factors than is currently the norm. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

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