bluuebunny/crossref_metadata_2025_split huggingface dataset:
Re‐examining field sales unit performance
Authors: Menguc Bulent , Barker Tansu 
Published: June 2005

PurposeDrawing on the resource‐based view of the firm and the dynamic capabilities perspective, this paper sets out to argue that salespeople's selling skills and their inter‐ and intra‐unit collaborative skills are valuable, rare, socially complex, and inimitable knowledge‐based resources embedded in the human and social capital of field sales units (FSUs). Salespeople's selling and collaborative skills, both directly and interactively, should help field sales units generate greater economic rents. This paper also aims to explore the effect of salespeople's selling and collaborative skills on the level of total compensation through the mediating role of sales unit performance.Design/methodology/approachThe data were obtained from a sample of managers of FSUs in 102 large Canadian organizations. The proposed model and its hypotheses were tested using hierarchical moderated regression analysis.FindingsCollaborative skills, but not selling skills, are directly related to FSU performance; the effect of selling skills on FSU performance is strengthened by the complementary role of collaborative skills; and selling skills and collaborative skills both individually and interactively result in the payment of higher compensation to salespeople as a result of their enhanced performance.Research limitations/implicationsSalespeople's selling skills and collaborative skills (both directly and interactively) not only enable the FSU to generate higher levels of performance, but they also increase individual salespeople's compensation.Practical implicationsIt is necessary for managers to acknowledge the role of knowledge‐based resources in building/developing organizational dynamic capabilities.Originality/valueThis is one of the few studies that explores the strategic role of salespeople in creating a competitive advantage and links the sales management literature to the literature on the RBV of the firm and social capital/human capital theory.
Quality and customer relationship management (CRM) as competitive strategy in the Swedish banking industry
Authors: Zineldin Mosad 
Published: June 2005

PurposeA primary purpose of management and marketing strategy is to develop a competitive advantage. A competitive advantage provides customers with superior value compared with competitive offerings. Banking has traditionally operated in a relatively stable environment for decades. The purpose of the study is to theoretically and empirically develop a better understanding of quality and customer relationship management (CRM) impact on banking competitiveness.Design/methodology/approachThe paper examines the product and service quality and customer relationship factors that influence the customer selection and image of the principal banks.FindingsA bank has to create customer relationships that deliver value beyond that provided by the core product. This involves added tangible and intangible elements to the core products, thus creating and enhancing the “product surrounding”. One necessary condition for the realisation of quality and the creation of value added is quality measurement and control. This is an important function to ensure the fulfilment of given customer requirements. The key ways to building a strong competitive position are through CRM, product/service quality and differentiation.Originality/valueProvides information on important factors to be considered in competitive positioning decisions.
Managing change: quality‐oriented design of strategic change processes
Authors: Pfeifer Tilo , Schmitt Robert , Voigt Thorsten 
Published: June 2005

PurposeThe continuous change with which companies are faced, requires an approach to implement the necessary changes to the organization's structure. Existing approaches represent sequential procedures, which do not meet the requirements to deal with the characteristics of continuous change. Furthermore, existing models for managing change only state what has to be done but do not explain how it can be done. Aims to remedy these shortcomings.Design/methodology/approachBased on existing models and on the criteria of the EFQM model, a control loop for the management of strategic change processes was developed. A quality gate concept was defined to measure the performance of the change process by measurements at the quality gates after each phase of the process.FindingsThe integrated methodologies and tools were validated in projects with various companies and adapted to practical needs.Research limitations/implicationsA crucial point for the presented procedural model is the applicability of the integrated tools. Therefore, in an actual investigation project the tools are implemented in a multimedia training module to train the handling and application of the tools.Practical implicationsThe procedural model and the training module will enable companies and their employees to plan and implement necessary change processes autonomously.Originality/valueThe procedural model is the first one to meet the requirements to deal with continuous changes, with which companies are faced. It describes the tools and methodologies to complete the phases of a change process.
TQM: terrific quality marvel or tragic quality malpractice?
Authors: Bergquist Bjarne , Fredriksson Maria , Svensson Magnus 
Published: June 2005

PurposeTotal quality management has seen a tremendous rise of popularity in the 1980s and 1990s. Aims to question the effectiveness, utility and use of TQM among many people – practitioners, as well as academics.Design/methodology/approachDiscusses the lack of common interpretations of TQM based on literature study. The answer to the question whether TQM is a marvel or malpractice depends on several factors, for instance, in what kinds of organizations TQM is applied, what interpretation of TQM is made, and what input the theorists and practitioners have, i.e. their earlier environment, culture and values. Often respondents and opponents use the same word but mean different things.FindingsTQM should not be rejected as a whole if one or even, many applications fail. TQM should, however, be applied with considerable consideration of the specifics of the target organization, the purpose of the organization, and the purpose of applying TQM.Originality/valueThe paper emphasizes the lack of common interpretations of TQM.
How improving quality improves supply chain management: empirical study
Authors: Casadesús Martí , de Castro Rodolfo 
Published: June 2005

PurposeMuch has already been written about the effects of ISO 9000 standards on business performance, mostly supporting the notion that implementing a standardized quality management system is beneficial. That said, no studies have been made into the impact that the implementation of these regulations has had on improvements, if any, to supply chain management (SCM). This paper aims to give an initial outline on this subject.Design/methodology/approachUsing the five strategies proposed by Chandra and Kumar in 2000 that aimed at stimulating the implementation of correct SCM, along with an empirical study carried out in nearly 400 companies certified to ISO 9000 standard, how this quality assurance standard contributes to successful SCM implementation is analysed.FindingsFrom the obtained results, it is interesting to point out that not only those indicators which show clear improvements in the SCM have been found but also those aspects in which the companies themselves recognize their limitations.Originality/valueThis paper is one of the first to analyse the effects of the implementation of a Quality Management Standard such as the ISO 9000, through SCM.
The comparative analysis of TQM practices and quality performance between manufacturing and service firms
Authors: Prajogo Daniel I. 
Published: June 2005

PurposeThis paper seeks to examine the difference between manufacturing and service firms with respect to the implementation of total quality management (TQM) practices, and the relationship of these practices to quality performance.Design/methodology/approachThe empirical data were collected from 194 managers of Australian firms with an approximately equal proportion of manufacturing and service firms.FindingsThe finding indicates no significant difference in the level of most of TQM practices and quality performance between the two sectors. This supports the positive argument concerning the applicability of TQM practices in the service firms despite several differences in the nature of their operations compared to their manufacturing counterparts. Furthermore, using structural equation modelling (SEM) technique, this study has shown that TQM construct based on the Malcolm Baldrige National Quality Award (MBNQA) criteria is valid across both industry sectors, and its relationship with quality performance also indicates insignificant difference between the two sectors.Practical implicationsFrom a managerial point of view, the results confirm the applicability of TQM principles in both manufacturing and service sectors and the validity of the MBNQA criteria in operationalising TQM principles into a set of organizational practices.Originality/valueThe study contributes to the knowledge in terms of cross‐validating the TQM construct in the manufacturing and service sectors. It also differentiates from the earlier studies in the area by simultaneously testing the TQM construct and its relationship with quality performance in both sectors.
Connecting organizational human resource practices to consumer satisfaction
Authors: Namasivayam Karthik 
Published: June 2005

PurposeThe purpose of this paper is to provide researchers and practitioners an understanding of one potentially direct linking mechanism between organizational practices and consumer satisfaction with a service.Design/methodology/approachThis paper is conceptual and the approach adopted is analytical. Extant research and concepts, including from psychology and economics, have been used to develop propositions and to discuss both research and managerial implications.FindingsProvides conceptual support for a psychological dynamic or mechanism linking service employees' job autonomy and consumers' service satisfaction.Research limitations/implicationsThe article provides a novel way of thinking about consumer satisfaction. A limitation of the paper is that it is conceptual. Research is required to test empirically the various research propositions. In this manner, research in this area can be furthered.Practical implicationsFurther research in this area may provide more directed solutions to service quality and consumer satisfaction issues.Originality/valueThe article proposes an entirely novel way to imagine the service exchange. It moves extant research further by outlining a causal mechanism rather than correlational connections between organizational practices and consumer satisfaction.
Heckit modelling of tourist expenditure: evidence from Spain
Authors: Nicolau Juan L. , Más Francisco J. 
Published: June 2005

PurposeThis study intends to decompose the tourist choice process into two stages (decision to take a holiday and tourist expenditure), and to propose and test various expectations on the dimensions which explain the above decisions.Design/methodology/approachIn order to simultaneously model the two decisions, we use a system of equations based on the Heckit model.FindingsThe dimensions affecting the decision to go on holiday are income, household size, education, size of the city of origin and opinion of going on holiday. The determinant factors influencing the level of expenditure are distance between origin and destination, type of accommodation, income, household size, age, marital status and length of stay. An important finding of this analysis is the differentiated effect of a given dimension on each decision.Research limitations/implicationsThe lack of information on some explanatory dimensions. Joint modelling. The spending decision should be modelled jointly with the decision to go on holiday due to the dependency between them.Practical implicationsThe promotion of destinations should be developed with special attention paid to some faraway markets of origin, due to the expected propensity for these tourists to spend longer periods at the destination. The specialisation of destinations in terms of accommodation type and length of stay. The design of holiday packages should be adapted to the needs of the tourists identified, as they represent the most profitable tourist profiles.Originality/valueThe particular findings, and the research and practical implications proposed show the relevance of the topic analysed. Also, these aspects are backed by a sample of 3,781 individuals, which assures the robustness of the results.
Supplier parks in the German automotive industry
Authors: Pfohl Hans‐Christian , Gareis Karin 
Published: June 2005

PurposeIn the German automotive industry the supplier park concept is one of the new concepts in procurement logistics, evolved in the last years. To understand the spreading of supplier parks, it is necessary to look at actual requirements in procurement logistics in the German automotive industry and find out how supplier parks can be an answer to those requirements. For this purpose it is necessary to identify indicators describing this logistics platform. The objective of this paper is the demarcation of the supplier park concept against the concept of a freight traffic center and the concept of a distribution center. Thus, suggestions for improvements of supplier parks and first impacts for new concepts in procurement logistics can be dedicated.Design/methodology/approachThe approach of this paper is to develop a descriptive model of supplier parks. The description of concepts with specific indicators has to be always the first step in dealing scientifically with new concepts emerging in practice. The paper outlines the supplier park concept in the German automotive industry with these indicators. First recommendations for the practical application of this concept are made by designing the indicators. The findings of this paper are based on an empirical investigation of the years 2000‐2002.FindingsThe findings are indicators which are useful for a description and demarcation of the supplier park concept. With these indicators the supplier park concept can be characterized and demarcated against the concept of a freight traffic center and distribution center. The description model of a supplier park delivers the theoretical framework for the development of explanation and decision models.Originality/valueThe indicators “objectives, participant, location, formation and operation” allow one to describe the features of supplier parks. Thus, the decision field for introducing and improving the supplier park concept is found.
Impact of uncertainties on recovery behavior in a remanufacturing environment
Authors: Inderfurth Karl 
Published: June 2005

PurposeRemanufacturing of used products is an emerging business area, which is attractive from both an economic and an environmental point of view. Aims to investigate to what extent profit orientation in product recovery management will stimulate an environmentally conscious behavior in the sense that it promotes high recovery levels. This study also seeks to focus on a product recovery system where, in the context of extended product responsibility, a manufacturer of original products is also engaged in remanufacturing used products taken back from its customers.Design/methodology/approachFor this type of a closed‐loop supply chain the optimal recovery and production policy is evaluated. By a numerical analysis, it is shown how cost‐efficient decision making affects the product recovery behavior. In a sensitivity analysis it is evaluated how various problem determinants influence the preference for product recovery. Specifically, the impact of different sources of uncertainty is investigated.FindingsTaking advantage of the respective insights, it is discussed which measures can be taken to harmonize economical and environmental‐driven behavior in product recovery management. It is shown that uncertainty in returns and demands can be a considerable obstacle to follow a consequently environmental‐benign recovery strategy within a reverse logistics system.Research limitations/implicationsThe analysis in this paper is restricted to stationary demand and return patterns. In a non‐stationary situation the impact of uncertainties could be even stronger, since excessive returns might happen more often.Originality/valueFocuses on important issues in product recovery management.
Human resource management's role in internal branding: an opportunity for cross‐functional brand message synergy
Authors: Aurand Timothy W. , Gorchels Linda , Bishop Terrence R. 
Published: June 2005

PurposeMany articles and books have been written about building, measuring and managing brand equity – primarily from the perspective of the marketing function. However, the management of the “internal touchpoints” necessary to deliver on the brand promise has received less attention. The paper aims to study these.Design/methodology/approachA two‐wave e‐mail survey was administered to business seminar participants. Multi‐item measures and a six‐point Likert scale were developed and analyzed to better understand the perceived involvement of human resource (HR) in internal branding efforts and the relationship between HR involvement and the incorporation of the brand message into work activities and attitude toward the brand.FindingsIn spite of well‐documented internal branding initiatives, there appears to be room for improvement among HR departments in terms of successfully delivering the corporate branding message. However, there does appear to be a strong personal attitude toward the brand among US professionals, and a strong relationship exists between HR involvement in internal branding and the incorporation of the brand into work activities.Practical implicationsEmployees seem to have a more positive attitude toward the brand and are more likely to incorporate this image into their work activities when there is some degree of HR involvement in the internal branding process.Originality/valueThe successful promotion of the internal branding doctrine may be as dependent on HR initiatives as on those developed in the marketing department. By involving HR in internal branding projects, firms can better use internal communications to give employees a deeper understanding of the brand and the role that they play in enhancing the brand promise.
Does brand trust matter to brand equity?
Authors: Delgado‐Ballester Elena , Luis Munuera‐Alemán José 
Published: June 2005

PurposeThe most recent literature on competitive advantage views brand equity as a relational market‐based asset because it arises from the relationships that consumers have with brands. Given the fact that trust is viewed as the corner‐stone, as well as one of the most desirable qualities in any relationship, the objective of this study is to analyze the importance of brand trust in the development of brand equity. Specifically, the paper examines the relationships network in which brand trust is embedded.Design/methodology/approachA quantitative methodology was adopted. The data are based on a survey conducted in a region in the south‐eastern part of Spain, resulting in 271 surveys.FindingsThe findings reveal that brand trust is rooted in the result of past experience with the brand, and it is also positively associated with brand loyalty, which in turn maintains a positive relationship with brand equity. Furthermore, the results suggest that, although brand trust does not play a full mediating role as suggested by Morgan and Hunt, it contributes to a better explanation of brand equity.Originality/valueThese results have significant implications. The fact that brand equity is best explained when brand trust is taken into account reinforces the idea that brand equity is a relational market‐based asset. Therefore, branding literature may be enriched through the integration with the literature on the resource‐based‐view of the firm. From a practical point of view, companies must build brand trust in order to enjoy the substantial competitive and economic advantages provided by brand equity as a relational, market‐based asset.
Logical channels: using web services for cross‐organizational workflow
Authors: Nickerson Jeffrey V. 
Published: June 2005

PurposeThis paper seeks to establish a design for cross‐organizational workflow based on logical channels of communication. A set of scenarios is established which can be used to test the effectiveness of future architectures.Design/methodology/approachStarting with scenarios based on cross‐organizational business transactions, designs a set of sequence diagrams, analyzes these diagrams, and then deduces the need for certain system capabilities.FindingsCurrent approaches to web services focus on just one channel – that of invocation. In order to handle the full gamut of cross‐organizational workflow, channels devoted to flow, monitoring, negotiation, and interpersonal interaction are also necessary.Research limitations/implicationsExtensions to this research might include designs for integrating these multiple channels. Such designs can be tested against the scenarios discussed in the paper. In particular, research related to the semantic web might extend the ideas raised here.Practical implicationsCompanies implementing web services may want to augment the current technology with enhancement of their own in order to avoid inadvertently reducing their channels of communication with trading partners. A properly constructed monitoring channel has the potential to change the nature of complex workflow.Originality/valueThose designing and implementing web service technology may find value in the articulation of a set of complex scenarios which can be used to test alternative designs and implementations. The discussion of cross‐organizational monitoring is new, and has broad implications for business.
Processing by contract
Authors: Klischewski Ralf , Wetzel Ingrid 
Published: June 2005

PurposeAims to show that workflow management needs to rethink its basis of discussion in order to meet today's challenges and to provide adequate IT support for heterogeneous workflow networks.Design/methodology/approachFirst, the need for flexibility in relating resources in workflow management is examined in more detail. Second, some approaches to managing workflows in heterogeneous networks are inspected and it is found that all of these improve flexibility on the basis of contracting services. Third, it is elaborated how processing by contract supports decentralized resource management through dynamically interrelating social and technical services driven by a cycle (“wheel”) of execution and monitoring, evaluation and demand, as well as selecting and contracting.FindingsConclusions are drawn for systems architecture and implementation to guide the design of internet‐enabled workflow support.Research limitations/implicationsImportant questions for the research agenda are: how can one enrich application‐oriented workflow modelling languages in order to describe processes as consisting of heterogeneous services? How should one design and implement workflow engines which enable the turning of the “wheel” with the support of integrating human activities and technical agency as workflow process services?Practical implicationsThe idea of processing by contract may lead to new workflow concepts and technology to meet the challenges of an internet economy based on the “pay as you go” principle.Originality/valueWhereas the workflow paradigm of the past may be phrased as processing by definition, i.e. process execution according to predefined process patterns and resource relations, the idea of processing by contract is suggested, i.e. a mode of process execution driven by recurrent process evaluation and service contracting.