bluuebunny/crossref_metadata_2025_split huggingface dataset:
Managing professional service firms: role of managerial abilities
Authors: Sahin Cigdem 
Published: April 2011

PurposeMore professional service firms are increasing their role in modern economies, both as employers and as economic value providers. Although there is a quite extensive literature explaining the importance of management and managerial abilities for a firm's competitiveness, the studies focusing on the same issue in professional service businesses are rare. Hence, this paper aims to expand knowledge on this issue and to present a framework for studying managerial abilities in professional service firms.Design/methodology/approachThe research is constructed as a multi‐case study and includes six cases. The cases were selected among the members of the Turkish Association of Advertising and only full‐service advertising agencies were included in the sample. Three multinational and three national agencies are included in the sample.FindingsIt was found that multinational agencies show significant differences according to their top managers' status and credibility. Managerial knowledge has a different impact on the competitiveness of both agency types.Originality/valueThe paper offers a framework to study the role of managerial capabilities in competitiveness of professional service firms.
Exploring the auditory dimension of corporate identity management
Authors: Bartholmé Roland H. , Melewar T.C. 
Published: April 2011

PurposeDespite the significance of sound, hitherto the auditory dimension has been widely ignored with regard to corporate identity management and corporate communication. This paper aims to expand the domains of corporate identity and corporate communication by focusing on the auditory dimension as a component of company‐controlled communication.Design/methodology/approachBased on an extensive review of corporate identity and corporate communication literature, a set of hypotheses is proposed that reflect antecedents of corporate auditory identity management.FindingsThe paper not only illustrates the importance of the auditory dimension as part of corporate identity management, it also provides initial suggestions of antecedent factors that are expected to determine the utilisation of sound on a corporate level.Originality/valueThe presented discussion about the role of auditory identity vis‐à‐vis corporate identity management provides initial guidance for managers when considering the auditory dimension as a potential ingredient of their communication tool kit. Moreover, this paper advances existing knowledge by providing initial insight into the relationship between domains such as auditory identity and corporate identity, visual identity and corporate communication.
Causes and outcomes of satisfaction in business relationships
Authors: Mysen Tore , Svensson Göran , Payan Janice M. 
Published: April 2011

PurposeThis study includes relationship marketing concepts (i.e. trust, commitment, and satisfaction) as precursors to transaction cost theory outcomes (i.e. specific investments, opportunism, and formalization) which are rarely, if ever, included together. Trust and commitment lead to satisfaction and satisfaction in turn leads transaction cost outcomes. The paper aims to address these issues.Design/methodology/approachThe random sample is 600 small‐ to medium‐sized Norwegian manufacturers. Confirmatory factor analysis and structural equation modelling was used to examine the responses from 212 key informants.FindingsThe strongest positive associations are from the relationship marketing portion of the model including trust satisfaction and commitment satisfaction. The highest negative association in the model is satisfaction opportunism. Contrary to predictions, satisfaction did not have a significant association with either specific investments or formalization.Research limitations/implicationsBoth relationship marketing and transaction cost theory concepts are examined because it is likely that business success may be motivated by both theories. Limitations of the study are that it only includes small‐ and medium‐sized companies in Norway. Second, it does not cover all business‐to‐business relationships (i.e. only manufacturer‐supplier relationships are included). Finally, additional concepts should be included (i.e. dependence, cooperation, and control).Practical implicationsThe results suggest that managers should work developing high levels of satisfaction in business relationships to dampen the likelihood that business partners will be opportunistic. In this regard, working on a relationship serves as a safeguard against possible future risks (e.g. opportunism).Originality/valueThis study is a seed for future research about the causes and outcomes of satisfaction in business relationships.
Understanding the effects of market orientation and e‐marketing on service performance
Authors: Tsiotsou Rodoula H. , Vlachopoulou Maria 
Published: April 2011

PurposeThe study aims to use the inter‐relationship between market orientation and e‐marketing in order to investigate alternative mechanisms through which both contribute to tourism services performance.Design/methodology/approachDirect and indirect effects of market orientation on performance are examined using structural equation modelling in a sample of 216 tourism firms.FindingsMarket orientation is found to contribute to performance through a dual mechanism in that it contributes both directly and indirectly, through e‐marketing, to the relationship.Practical implicationsThe results indicate that academics and managers should consider the inter‐relationships between multiple sources of competitive advantage when looking for explanations of services performance and particularly, tourism services.Originality/valueThis is the first study, to the authors' knowledge, that investigates the inter‐relationship between market orientation and e‐marketing on service performance within the context of travel and tourism services.
Consequences of corporate environmental marketing strategies in New Zealand organisations
Authors: LeCren Nicolette , Ozanne Lucie K. 
Published: April 2011

PurposeThis research aims to present an exploratory study of the consequences of environmental marketing strategies in New Zealand organisations. In general, empirical research on the impact of environmental practices on organisational outcomes is limited and inconclusive, thus a greater understanding of the consequences associated with successful corporate environmental (CE) organisations is needed.Design/methodology/approachEight in‐depth interviews were conducted with leading and proactive CE organisations in New Zealand.FindingsGeneral consequences including innovation, strategic alliances, and improved public relations were found in addition to consequences specifically related to product/service, process‐, and project‐dominant environmental marketing strategies. Negative consequences were also identified.Research limitations/implicationsOwing to the broad nature of the study, it is not possible to make substantial inferences between different industries or specific organisation types and environmental marketing strategies. The size of the sample further limits data generalisability.Practical implicationsPractically, it is anticipated the research will provide guidance for marketing and management leaders in organisations to gain a greater understanding of the consequences associated with environmental strategies. Managers need awareness of the potential impacts of choosing an environmental orientation and strategy.Originality/valueThis research provides the first empirical evidence regarding the consequences for CE organisations except those with previous support relating to organisation performance, brand attitude, employee attitude, and employee commitment and esprit de corps. Several new consequences not previously suggested in previous literature are identified.
Expansion strategies for online brands going offline
Authors: Bravo Rafael , Iversen Nina M. , Pina José M. 
Published: April 2011

PurposeThis paper seeks to examine expansions of online brands into the offline market via brand extensions and via brand alliances. Specifically, it aims to compare the formation of reciprocal spillover effects for both strategies.Design/methodology/approachEmpirical survey data are analyzed through a series of standard and hierarchical multiple regressions. Different combinations of online brands, product categories and offline brands are studied.FindingsThe main results indicate that: the attitude towards the new product is determined by fit and by the functional offline brand image for alliances, while it is determined by fit and by the emotional and commitment dimensions of online brand image for extensions. Moreover, the online brand image is more vulnerable in brand alliances than in extensions.Research limitations/implicationsThis work shows the applicability of commonly used theories in brand extensions and alliances to the online‐offline market expansion. Moreover, these theories allow differences across marketing strategies and across distinct brand image dimensions to be explained.Practical implicationsThe results obtained may guide the management of these market expansion strategies. Particularly, the present findings are useful to predict the contribution of each brand image dimension on the attitude towards the new product and upon the feedback effects swaying the online brand image.Originality/valueThis study addresses “a hot topic” in branding by comparing two expansion strategies: brand extensions and brand alliances. This comparison is made within the under‐researched area of online branding, and in a novel scenario that is the online‐offline expansion.
Customer orientation in real‐estate companies
Authors: Palm Peter 
Published: April 2011

PurposeThe purpose of this paper is to analyse how the espousing of customer relations has evolved over time in the real estate sector. Has a shift occured within the Swedish real estate sector from product thinking towards customer thinking?Design/methodology/approachThe research is based on an analysis of 25 commercial real estate companies' annual reports from the last five years. The annual reports are analysed through text analysis using the theoretical framework of Mintzberg's five Ps.FindingsThe Swedish real estate sector has in general made the shift from product orientation to customer orientation. There was, however, no significant change during the last five years and most of the companies espoused customer orientation already in 2004. The study implies that it is not sufficient to categorise the companies between product or customer oriented. Instead four categories are suggested: product, customer, project, and financial orientated. Customer orientation, as measured here, was higher in listed companies and in larger companies.Research limitations/implicationsThe research in this paper is limited to the Swedish real estate sector.Originality/valueThe paper shows the espoused values regarding customer relations of the commercial real estate companies that can be found in their annual reports. As the annual reports are a marketing instrument it should reflect the senior management's core values. By highlighting how the top management's core values regarding customer relations are espoused an understanding for the sector is built up.
A comparison of property taxes and fees in Sydney and Taipei
Authors: Chan Nelson , Chen Fong‐yao 
Published: April 2011

PurposeThis paper attempts to empirically examine the property taxes and fees for residential development to determine whether they have a significant impact on house prices in Sydney and Taipei.Design/methodology/approachProperty charges and taxes in Sydney and Taipei are examined and compared. A conclusion is then drawn from the results of the analysis.FindingsIt is found that property taxes and fees account for a substantial portion of property prices in Sydney but not Taipei. There is room for the government to reduce the amount of property taxes and fees to enhance housing affordability in Sydney.Research limitations/implicationsThis study has limitations in that only two cities are involved. As such, the findings are not exhaustive or conclusive. When conditions allow, a comprehensive study of all major cities in the two countries should be conducted. Nevertheless, this study does provide some background information about cost components of house prices and the impact of property taxes and fees in both cities. It may serve as a stepping stone for future research.Practical implicationsHigh property taxes and fees are suspected to be a culprit for causing high house prices. The findings of the paper show that it is true in Sydney, but not Taipei. It implies that by cutting property taxes and fees alone may not solve the high house price problem.Originality/valueThis paper demonstrates that high property taxes and fees have a significant impact on house prices in Sydney. However, their impact on house prices in Taipei is minimal. The difference shows that high property taxes and fees may not be the cause of high house prices in all countries.
Factors affecting outsourcing decisions of maintenance services in Saudi Arabian universities
Authors: Assaf Sadi , Hassanain Mohammad A. , Al‐Hammad Abdul‐Mohsen , Al‐Nehmi Ahmed 
Published: April 2011

PurposeThe objectives of this paper are to identify the critical factors that influence the decision to outsource maintenance services in public Saudi Arabian universities, and to investigate the relative importance of each of the identified factors based on the expressed opinions of the in‐house maintenance managers in the concerned maintenance departments in these universities.Design/methodology/approachThe authors conducted a comprehensive review of the literature in the fields of maintenance management and outsourcing practices to achieve a thorough understanding of the issues involved, and identifying the crucial factors affecting the outsourcing decision of maintenance services. A questionnaire survey was developed to assess each factor influencing the decision to outsource maintenance services in the public Saudi Arabian universities. The survey included 38 factors grouped in six major groups. The respondents who have opted to outsource several of their maintenance services to specialty contractors were asked to indicate their perceived level of importance for each of the identified factors. The level of importance of the factors and the groups were measured. The factor groups were ranked according to the obtained mean rating values.FindingsThe findings show that Saudi universities generally value the importance of the quality, management and strategic factors when making outsourcing decisions. The most important three factors influencing the decision to outsource maintenance services in the public Saudi Arabia universities were identified as “increase the speed of implementation”, “improve quality requirements” and “risk sharing with contractors”.Practical implicationsThe findings of the study provide practical value for facilities maintenance managers in institutions of higher education confronted with the decision of whether to outsource maintenance services in their campuses.Originality/valueThe paper is original in the sense that it identifies how in‐house maintenance managers rate the importance of the factors influencing outsourcing decisions.
On the role of SMS for transaction confirmation with IVR telephone banking
Authors: Peevers G. , Douglas G. , Marshall D. , Jack M.A. 
Published: April 2011

PurposeThe purpose of this paper is to deliver empirical results on the effects of (out‐of‐band) short message service (SMS) confirmation messages after transactions have been completed in an automated interactive voice response (IVR) telephone banking service. The research seeks to discover if SMS confirmations have a positive effect on customer relationship to furnish evidence for a proposed business case for a multi‐channel banking service. The paper aims to offer results on customer attitude on the role of SMS with IVR as a multi‐channel customer relationship management (CRM) strategy in digital banking.Design/methodology/approachThe methodology is an empirical study based on a controlled laboratory experiment using bank customers as participants. Questionnaires and user observation techniques were employed to collect quantitative and qualitative data, which were analysed using repeated measures ANOVAs.FindingsTransaction confirmation is shown to be important to customers – whether by an SMS message or within the IVR telephone call itself. Customers judged the role of SMS for CRM as highly desirable after monetary transactions; they prefer the version of the IVR banking service that provides (out‐of‐band) SMS confirmation compared to one that does not – and they judged it significantly higher for quality. However, there were no significant differences detected between customer attitude scores for usability of IVR calls involving funds transfers with, or without, an SMS confirmation. As a consequence, the business case was only developed as far as inclusion of transaction confirmation within the IVR call itself, and not extended to use of SMS.Practical implicationsImplications from the results are offered as management insights for the financial services sector in seeking integrated mobile CRM strategies, or “next call avoidance” strategies.Originality/valueThe paper reports findings from a controlled experiment with 116 participants that was based on extension of an existing IVR telephone banking service with which they were all familiar as users.
Bank service quality: comparing Canadian and Tunisian customer perceptions
Authors: Ladhari Riadh , Ladhari Ines , Morales Miguel 
Published: April 2011

PurposeThe aim of this paper is to compare perceptions of bank service quality among Tunisian and Canadian customers, and to determine which dimensions of service quality make the greatest contribution to overall customer satisfaction and loyalty.Design/methodology/approachData were collected using self‐administered questionnaires from two convenience samples of bank customers (250 in Canada and 222 in Tunisia). Service quality was measured using the five SERVQUAL dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Data were analyzed using confirmatory factor analysis, ANOVA and linear regression.FindingsRespondents in both countries reported high levels of perceived service quality in banks. However, Canadians reported higher perceived service quality than Tunisians for all five SERVQUAL dimensions, and for 21 of the 22 individual items. In the Canadian sample, empathy and reliability were found to be the most important predictors of satisfaction and loyalty, while in the Tunisian sample, reliability and responsiveness were the most important predictors of satisfaction and loyalty.Practical implicationsCanadian bank managers should recognize the importance of “empathy” in service delivery by implementing appropriate customer‐oriented strategies. Tunisian bank managers should focus on performing promised services dependably and accurately.Originality/valueDespite the large number of studies on individual countries, few studies compare bank service quality among different countries. The present study compares perceptions of bank service quality between consumers in two countries – Canada and Tunisia – that have different economic and cultural environments.
Modelling customer loyalty in financial services
Authors: Baumann Chris , Elliott Greg , Hamin Hamin 
Published: April 2011

PurposeCustomer loyalty is a focal concern for marketers who seek to identify its antecedents and causal structure with the aim of better understanding, predicting and managing loyalty. The purpose of this paper is to model both current behaviour (measured as share of wallet) and future intentions as measures of customer loyalty, to quantify the link between current and future behaviour.Design/methodology/approachA hybrid model, combining reflective and formative constructs, was developed, moving away from the traditional “reflective only” approach to explain customer loyalty. New predictors such as variety seeking, “resistance to change” and risk taking behaviour were tested to explain loyalty.FindingsWhile “risk” is traditionally viewed as a key variable in financial services, this study finds that variety seeking and “resistance to change” predicted current behaviour and future behavioural intentions better than risk. Higher explanatory power and better model fit was found for a hybrid model combining formative and reflective constructs; in contrast to the more common fully reflective approach.Research limitations/implicationsThis study adds to the emerging debate on whether concepts such as loyalty should be treated as reflective and/or formative. The implications from this study suggest that future research can usefully model current behaviour as formative and future intentions as reflective. Future research should test the extent that these findings apply across products and services beyond banking.Originality/valueThis study establishes that variety seeking and “resistance to change” can usefully explain and predict loyalty. The examination of “formative” and “reflective” concepts in explaining loyalty is also novel.
Design innovation and marketing strategy in successful product competition
Authors: Hsu Yen 
Published: April 2011

PurposeTaiwanese computer and electronic products possess advantages in design, innovation, rapid response, and global market flexibility. This study aims to examine Taiwanese computer and electronics firms to explore the product marketing strategies they adopted to deal with global competition. Furthermore, it is intended to analyze firms in different marketing strategic groups in terms of their product design strategies and how they incorporated design and marketing strategies into design innovation. This analysis is applied as an integrated innovation model for allocating design and marketing strategies.Design/methodology/approachBased on a questionnaire survey and case studies, the marketing strategies adopted by the Taiwanese computer and electronics industry can be classified into the categories of “market leader”, “market focus”, “market challenge” and “market niche”.FindingsFirms employing different marketing strategies employed different design innovation strategies in product design. The design strategies adopted by enterprises in the market leader group incorporated aggressive innovation; those in the market focus group were characterized by focus innovation in product design; those in the market challenge group exhibited strong innovation integration in product design; and those in the market niche group exhibited flexible innovation in product design.Originality/valueThe innovation models adopted by the Taiwanese computer and electronics industry were related to enterprise scale, business type, and product development category. Results of this study provide a valuable reference for enterprises with regard to R&D and marketing in relation to product innovation.