bluuebunny/crossref_metadata_2025_split huggingface dataset:
Australian small and medium sized enterprises (SMEs): A study of high performance management practices
Authors: Wiesner Retha , McDonald Jim , Banham Heather C 
Published: November 2010

AbstractWhile there is extensive management and academic literature on the topic area of high performance management internationally, research on high performance management practices in the Australian context is limited. Furthermore, research on high performance management practices has focused predominantly on large organisations and is largely a new direction for research in SMEs. This study attempts to fill some of the gaps in existing studies by considering a wide range of high performance management practices in Australian SMEs. Owing to the dearth of national data on high performance management in Australian SMEs, the results of this study are used to determine whether there is any evidence of a ‘high performing’ scenario in relation to management practices in Australian SMEs. The results, reporting a national study (N = 1435) on employee management in Australian SMEs, reveal a moderate take-up of high performance management practices. The findings by themselves do not support a ‘high’ performing scenario in relation to management practices in SMEs; however the low application of participative practices in the context of low unionization, and a low incidence of collective relations, indicates that many SMEs need a makeover if they are to meet the demands of competition. It is evident from the findings in this study that high performance practices in SMEs stand to benefit from modernisation and improvement.
Origins and opportunity: 150 years of New Zealand entrepreneurship
Authors: Hunter Ian , Wilson Marie 
Published: November 2010

AbstractIn this examination of New Zealand entrepreneurship in the period 1840 to 1990, we document the origins of New Zealand entrepreneurs, and explore the differences between New Zealand, UK, and United States entrepreneurial history. Historical data is further analysed to depict the rise of alternative entrepreneurial growth strategies and the evolution of industry and financing structures, unique to the New Zealand business environment.
Tall Poppy Syndrome: Implications for entrepreneurship in New Zealand
Authors: Kirkwood Jodyanne 
Published: November 2010

AbstractThe Tall Poppy Syndrome (TPS) of knocking high achievers is often described as being ingrained in New Zealand's culture. This study interviews 40 entrepreneurs to explore how TPS impacts on entrepreneurs. Internationally, New Zealand is considered to be a highly entrepreneurial country. Thus TPS and an entrepreneurial culture appear to co-exist. Over half of the participants had experienced TPS in their role as entrepreneurs and their individual strategies for managing its impact included 'staying under the radar', not telling people they owned a business and not ‘flaunting’ their wealth. This study suggests that the effects of TPS may have significant implications for entrepreneurship in New Zealand. Firstly, TPS may discourage entrepreneurs from starting a business. Secondly, people who have experienced a business failure may be reluctant to establish another business because of the public reaction to their 'fall'. Finally, entrepreneurs may deliberately limit business growth because they don't want to attract attention. Potential ways of reducing the impact of TPS on entrepreneurs include celebrating entrepreneurial success more visibly, highlighting realistic role models for people to aspire to and emphasising the hard work and risk that entrepreneurs take to achieve success.
Service sells: Exploring connections between customer service strategy and the psychological contract
Authors: Cutcher Leanne 
Published: November 2010

AbstractDrawing on detailed qualitative case study evidence from four retail banking organisations, this article highlights the connections between customer relations strategy, the psychological contract and employee behaviour. The purpose of the research is to extend our understanding of the links between employees and customers by showing how this relationship evolves over time and by highlighting that a front-line employee's service orientation needs to be understood within the broader context of the employee's service experience. It is suggested that a better understanding of these connections could facilitate improved customer service standards and enhance the experiences of those working in service industries.
The role of the customer advocate: Contextual and task performance as advocacy participation
Authors: Seiling Jane Galloway 
Published: November 2010

AbstractContextual performance in the workplace has been identified as including relational activities that maintain the broader social and psychological environment in which task performance occurs in organisations. In this conceptual writing, organisational advocacy (OA) is offered as a form of task and contextual performance that is pertinent in the 21st century, especially while serving and working with customers on a day-to-day basis. Organisational citizenship behaviour is conceptualised as a component of the contextual performance of OA. OA and customer advocacy are defined and models are provided, suggesting that what is thought, said, and done by organisational members must receive expanded attention, in this case, in dealing with internal and external customers.
Service climate and employee well being in higher education
Authors: Martin Angela 
Published: November 2010

AbstractA growing emphasis on the discourse of ‘student as customer’ has increased the salience of the concept of service climate in universities and anecdotal evidence suggests that this may have placed increased pressure on staff. This study investigated the relationship between service climate and psychological well being in a sample of 340 university staff. Questionnaire data was analysed using structural equation modelling showed that a positive service climate was negatively related to job-induced tension and positively related to job satisfaction. Job-induced tension also mediated the effects of service climate on psychological dysfunction and job satisfaction. Implications for management of university stakeholder relationships and directions for future research are discussed.
Service staff attitudes, organisational practices and performance drivers
Authors: Beatson Amanda , Lings Ian , Gudergan Siegfried P 
Published: November 2010

AbstractWe provide conceptual and empirical insights elucidating how organisational practices influence service staff attitudes and behaviours and how the latter set affects organisational performance drivers. Our analyses suggest that service organisations can enhance their performance by putting in place strategies and practices that strengthen the service-oriented behaviours of their employees and reduce their intentions to leave the organisation. Improved performance is accomplished through both the delivery of high quality services (enhancing organisational effectiveness) and the maintenance of front-line staff (increasing organisational efficiency). Specifically, service-oriented business strategies in the form of organisational-level service orientation and practices in the form of training directly influence the manifest service-oriented behaviours of staff. Training also indirectly affects the intention of front-line staff to leave the organisation; it increases job satisfaction, which, in turn has an impact on affective commitment. Both affective and instrumental commitment were hypothesised to reduce the intentions of front-line staff to leave the organisation, however only affective commitment had a significant effect.
Optimising the internal value chain: Principles and practices
Authors: Spence Mark T , Kale Sudhir H 
Published: November 2010

AbstractThe employee–customer interface in hedonic services requires high quality interactions at key touch points to ensure experiences are positively remembered. We propose an approach that combines service blueprinting with internal marketing to achieve these experiences. While internal marketing suggests using marketing techniques for hiring, retaining and motivating employees, the literature in this field has been largely independent of each employee's contribution to the internal value chain. Service blueprinting is a useful approach which makes explicit the value creation processes used in service production. No study has thus far connected the blueprint (which identifies functions to be performed) to internal marketing (which specifies the mechanisms for hiring, retaining and motivating the people performing the functions). This paper proposes a service value chain optimisation framework to enhance employee–customer interactions in hedonic services using these two research streams.
Employee/customer interface in a service crisis: Impact of senior management attributes and practices on customer evaluation
Authors: Kimberley Nell , Härtel Charmine EJ 
Published: November 2010

AbstractCustomer power is an ever-increasing phenomenon, particularly in relation to service failure. Service failures not only elicit strong emotional reactions from disgruntled customers, but may ultimately lead to a severing of the service provider–customer relationship. A significant but overlooked area of research relates to the behavioural processes which shape customers' perceptions of service failure and recovery. As front-line staffare frequently the customer's only contact in the service encounter, they act as the key referent point in the literature with regard to service quality, speed and convenience. However, it is asserted that as employees of the organisation, senior management also plays an important role. This conceptual paper draws from research in the field of services marketing and organisational behaviour to provide evidence which suggests that customer responses to a service crisis are likely to be affected by perceptions of senior management behaviours and character attributes as generally just. We propose a cumulative effect of these justice perceptions on customer emotions and trust. In the wake of exceptional service failure, we argue, these factors play a vital role in shaping how customers may respond to such events.
Bridging the research–practice gap: Developing a measurement framework for work–life initiatives
Authors: Bardoel E Anne , Cieri Helen De , Mayson Susan 
Published: November 2010

AbstractResearch in human resource management has advocated the development of a systematic process of measurement that enables managers to obtain and evaluate evidence about the performance of work–life initiatives, in both financial and non-financial terms. We apply the resource-based view of the firm, within the context of strategic human resource management literature, and conduct qualitative research in focus groups with human resource professionals and managers from 27 medium to large organisations operating in Australia. Our research explores what organisations are currently measuring with regard to work–life outcomes, how they are measuring it, and what they would like to measure. Integrating the practitioners' perspective with academic literature, we develop a framework of measurement for work–life initiatives.
Work and family policy: Spoilt for choice or spoilt by choice?
Authors: Bretherton Tanya 
Published: November 2010

AbstractEmployer perspectives on work–life balance are under-developed and under-represented within the context of public debate on work and family. The current state of policy debate on work and family is grounded in the value of ‘choice’ and implicitly suggests that expanding the range of programs available will inevitably deliver a superior program for employees and employers. While diversity in program design is obviously an important priority for both parties, the current debate has not substantially increased knowledge or awareness of how best to assess program ‘fit’ nor evaluate program effectiveness for either party. This paper presents the experience of two organisations which have implemented successful work-life programs by focusing exclusively on workplace and workforce need, rather than policy rhetoric. Comparing the experience of these two organisations demonstrates that the needs of employers may be better served by a shift in the policy debate toward program ‘appropriateness’ and improved program evaluation techniques, and away from ‘choice’. Government rhetoric on ‘choice’ may actually serve to confuse rather than assist employers in the formation of an integrated and effective organisational wide work and family policy and program.
Is entrepreneurship the answer to achieving work–family balance?
Authors: Kirkwood Jodyanne , Tootell Beth 
Published: November 2010

AbstractMany people (particularly women) see entrepreneurship as a way of achieving a better balance between work and family than that provided by paid employment. Fifty-eight entrepreneurs were interviewed in New Zealand (32 women and 26 men) in order to explore the work-family conflict they face, the techniques they use to achieve work–family balance and the effectiveness of these strategies. Our study finds that women entrepreneurs employ a number of flexible work practices, such as choosing where to work, when to work and with whom to work as well as managing their roles within the family. This study concludes that entrepreneurship may not be a panacea for achieving work–family balance. We offer some suggestions for how entrepreneurs may better achieve work–family balance.
Influences on the provision of work–life benefits: Management and employee perspectives
Authors: Abbott Jacqui , Cieri Helen De 
Published: November 2010

AbstractAs several previous studies have shown, the provision of work–life benefits (WLB) varies between organisations; while some organisations provide a comprehensive range of WLB, others do not. Our research aims to identify and examine the influences on the provision of WLB in an organisation. Recognising the potential for different goals and agenda, we propose that it is necessary to understand the perspectives of WLB held by managers and by employees. To inform our research, we have drawn upon the complementary theoretical bases of strategic choice theory, stakeholder theory and the resource-based view of the firm. Using multiple methods of data collection and including management and employee perspectives, qualitative case studies were undertaken with two Australian subsidiaries of large multinational firms. We develop and refine a framework that identifies the influences on the provision of WLB. This framework is a useful guide for researchers and practitioners seeking to understand and manage WLB.
The paradox of a legend: A visual ethnography of Harley-Davidson in Australia
Authors: Schembri Sharon 
Published: November 2010

AbstractConsumption, especially high profile brand consumption, implicates our identities. More than that, brand consumption connects our lives to others through shared lifestyle expressions to the extent that subcultures of consumption emerge. However, as this work shows, the meaning of particular consumption objects or brands cannot be assumed. Using visual ethnography, this study describes the experiential meaning of the legendary Harley-Davidson to owners and riders in Australia. For more than three years, fieldwork was conducted primarily from within a chapter of the Harley Owners Group (HOG) and included participant observation, interviews, and visual documentation of the Harley-Davidson experience. The findings show the Australian Harley-Davidson experience to be a postmodern paradox. As an iconic American brand with a rebellious image, Harley-Davidson is readily embraced in this Australian subculture of consumption. Also, despite the widely assumed deviancy of those on a Harley-Davidson, the Australian HOG subculture is shown to uphold mainstream values in a family-friendly environment. Moreover, as an iconic symbol of freedom, this experience is achieved through regulation and organization. This work also shows the act of consuming Harley-Davidson creates the experiential meaning and postmodern spectacle that demands attention. In effect, consumers become producers in co-constructing the postmodern paradox of the (Australian) Harley-Davidson experience.
Tension at the interface: Exploring employee deviation
Authors: Kennedy Monica , Corliss Michael 
Published: November 2010

AbstractAn exploratory study of workplace experience in the public sector investigated the tension that employees face in their attempts to meet both organisational and customer expectations. This paper provides an illustration of participant experience that describes: the sense of justice that drove their actions; the innovations that resulted from attempts to fulfil the psychological contract with the customer; and the protection of what employees perceived to be their own and their workmates' deviant behaviour. The ethic that emerged locally through employee–customer interaction and which framed employee decision-making in this study resulted from the role conflict that emerged when the organisation's focus on a consistent application of the rules confronted customers' diverse and pressing need for treatment as individual human beings at the organisational boundary.
Pedagogical learnings for management education: Developing creativity and innovation
Authors: Kerr Cheryl , Lloyd Cathryn 
Published: November 2010

AbstractThis paper argues that management education needs to consider a trend in learning design which advances creative learning through an alliance with art-based pedagogical processes. A shift is required from skills training to facilitating transformational learning through experiences that expand human potential, facilitated by artistic processes.This creative learning focus stems from a qualitative and quantitative analysis of an arts-based intervention for management development, called Management Jazz, conducted over three years at a large Australian University.The paper reviews some of the salient literature in the field, including an ‘Artful Learning Wave Trajectory’ Model. The Model considers four stages of the learning process: capacity, artful event, increased capability, and application/action to produce product. Methodology for the field-based research analysis of the intervention outcomes is presented. Three illustrative examples of arts-based learning are provided from the Management Jazz program. Finally, research findings indicate that artful learning opportunities enhance capacity for awareness of creativity in one's self and in others, leading, through a transformative process, to enhanced leaders and managers. The authors conclude that arts-based management education can enhance creative capacity and develop managers and leaders for the 21st century business environment.
Realizing the artful in management education and development: Smoldering examples from the Burning Man Project
Authors: Hoover J Duane 
Published: November 2010

AbstractThe concept of artful management education and development is applied to the Burning Man Project. The unique social routine of the Burning Man community is highlighted, including an explanation of the 10 cultural Guiding Principles embraced by that community. Various ways the identity of ‘Burner’ manifests are used to examine how the smoldering potential of shared community can be transformed into managerial practices and organizational frameworks that facilitate positive learning and lasting individual change. The paper concludes with illustrations and examples from the author's personal experiences with specific techniques used in conducting the annual Burning Man event.
Directing creativity: The art and craft of creative leadership
Authors: Ibbotson Piers , Darsø Lotte 
Published: November 2010

AbstractIn this article we will argue that leaders facing complex challenges can learn from the arts, specifically that leaders can learn by examining how theatre directors direct creativity through creative constraints. We suggest that perceiving creativity as a boundary phenomenon is helpful for directing it. Like leaders who are caught in paradoxical situations where they have to manage production and logistics simultaneously with making space for creativity and innovation, theatre directors need to find the delicate balance between, on the one hand, renewal of perceptions, acting and interaction and on the other, getting ready for the opening night. We conclude that the art of directing creativity is linked to developing competencies of conscious presence, attention and vigilance, whereas the craft of directing creativity concerns communication, framing and choice.
Case Study: Art and business for European identity: Illustrating meaningful evolutions in business through classical masterpieces of music
Authors: Kerr Cheryl , Darso Lotte 
Published: November 2010

We end this special issue with a case study (Darsø 2004) of how Miha Pogacnik, virtuoso violinist and cultural ambassador of Slovenia, works to inspire and engage artful behaviour. Miha's interpretations of musical masterpieces illuminate universal human archetypes, which are profoundly meaningful to individuals as well as to organisations.Music reaches of all the arts the most, the deepest into our experience.Miha PogacnikAt a time when pressures for change are at their highest, from globalisation, new technologies, product and process innovations, successful business leaders need to be at their creative best just to survive. Creativity is the hallmark of art, and artists are increasingly a source of inspiration for entrepreneurs world-wide.Miha Pogacnik's unique contribution stems from this new consciousness, the need for creativity, imagination and perfection in business. Time after time, his input in countless business conferences has been magnificent, unexpected and unique. Through music and art, Miha Pogacnik ignites a new force in us, the power of rising above our old selves in perceiving problems and opportunities in an entirely new light, and thus striking in new directions. Miha is truly at the leading edge of business as we move towards the 21st century.Marcello Palazzi, Co-Founder & Executive Director, Progressio Foundation Rotterdam, Netherlands (Balough 1996)Miha Pogacnik saw the potential of Art & Business long before anyone else and has worked in the field for more than 20 years. Today Miha Pogacnik uses his violin to decompose and play classical masterpieces when doing his presentations around the world as a business consultant with, among others, ABN AMRO Bank, General Electric, JP Morgan, Hewlett-Packard, IBM, Microsoft, LEGO, Mitsubishi, Nike, Nokia, Novartis, Procter & Gamble, Shell, Volvo, World Bank, World Economic Forum, and many more.
Audience response systems as a data collection method in organizational research
Authors: McCarter Matthew W , Caza Arran 
Published: November 2010

AbstractAudience responses systems are electronic devices allowing audience interaction and they are increasingly being used in educational and business settings to enhance various pedagogical and practical processes. This paper discusses how ARS technology may be used as a method of collecting data for research purposes. Specifically, this paper demonstrates ARS technology's potential utility by duplicating findings from two organisational studies, it discusses how ARS technology may be used to address three prevalent data collection problems, and it suggests how ARS technology may provide scholars with increased access to certain organisational settings, as well as greater integration between research and service activities.