An Exploratory Study of the Impact of e‐Service Process on Online Customer Satisfaction

Although extensive academic research has examined the dynamics of interpersonal interactions between service providers and customers, much less research has investigated customer service encounters through technological interfaces such as the Web in electronic commerce transactions. Corporate websites have become an important point of contact with customers for many companies. Service has been described as one of the most important attributes for online business to influence traffic and sales. However, more research is needed to understand how Web‐based technological capabilities of services affect customer satisfaction. In this paper, we propose viewing the interface between online buyers and sellers through the lens of service management to identify possible determinants of online customer satisfaction. A company's website is considered its electronic service delivery system. We look at this electronic service delivery system from its process point of view. Our findings indicate that as the electronic service delivery system process improves, a customer's perception of the website's ease of use increases, leading to increased service value and perceived control over the process, which increases customer satisfaction. The research provides evidence that the technological capabilities embedded in the website processes are an important factor in determining service quality and ultimately online customer satisfaction.     

Netchising: The Next Global Wave?

Companies have long taken ‘going global’ to mean having a physical presence at locations everywhere. It has meant executives in transit and bricks-and-mortar facilities on the ground. Based on extensive field interviews with executives at 35 different MNCs, our research shows that an increasing number of companies are succeeding overseas without massive foreign investment by adopting the global business model we call netchising. This new business model relies on the Internet for procurement, sales, and maintaining customer relationships, and non-equity partnership arrangements to provide direct customer interfaces and local adaptation and delivery of products and services. Netchising offers potentially huge benefits over traditional exporting or foreign direct investment approaches to globalization.     

INCLUDING ENGINEERING IN OPERATIONS STRATEGY

Today's markets are characterized by time and product quality-based competition. Companies must compete through their ability to manage the whole cycle of product realization and delivery, from the initial concept through to delivery and support at the customer. They must do this through managing an integrated company, not a set of separate functions. This paper addresses the issue of how companies should develop operations strategies for engineering and manufacturing combined. It uses field research into 15 engineering companies to develop the concept of the manufacturing system mission, and proposes strategic choices for manufacturing, engineering and linked functions.     

Assigning migrants to customer contact jobs: a context-specific exploration of the business case for diversity

Ethnic diversity of both their labor forces and customer bases presents a challenge for companies and fuels debate on the business case for diversity: the view that diversity positively impacts firm performance. This study enriches the business case debate by focusing on a particular organizational activity, customer contact. It combines theory from strategic human resource management (SHRM), research on diversity, and research on marketing to analyze what drives companies to assign migrants to customer contact jobs and which performance impacts ensue. We test our hypotheses in data from 338 German business companies. Companies that recognize the value in ethnic diversity and seek to respond to customer diversity are especially likely to assign migrants to customer contact jobs. The analyses reveal a positive impact of migrants in customer contact jobs on company profitability. This impact is enhanced by a broad range of equality and diversity practices and a supportive works council. These moderators have stronger effects than two other moderators related to business strategy: the market served by a company, and its competitive strategy. The paper contributes to SHRM research in general and diversity research in particular through its original examination associating the business case for ethnic diversity with the role of equality and diversity practices and institutions. The study findings can help managers to decide whether to leverage staff ethnic diversity and show that collaboration between HR management and marketing functions is useful to achieve a strategic fit among practices.     

Shortcomings in the Measurement of Innovation: Implications for Accounting Standard Setting

Innovation is nowadays a fundamental determinant of value creation in business companies and economic growth. Therefore, the measurement of innovation has become a significant concern both for business companies and governments. Traditionally, attempts to measure innovation have adopted a macroeconomic approach, as they have been largely based on broad surveys. However, no attempt has been made to date in order to complement the information provided by such surveys with aggregated data obtained from the financial reports of individual companies. This paper analyses the conceptual and methodological problems underlying the measurement of business innovation by means of surveys and discusses the lack of ability of accounting standards to accurately reflect innovative activities in the financial statements of business firms.In the light of the evidence provided by the empirical studies published to date, we analyse the Spanish situation by reviewing innovation studies conducted by the National Institute of Statistics (INE), and assessing the relationship between the value relevance of accounting information and the firm's technological level. Our results suggest that both, micro- and macroeconomic approaches towards the measurement of innovation have significant shortcomings. Thus, a joint effort seems to be needed in order to overcome the methodological limitations affecting innovation studies based on surveys and those relying on financial accounting information. Despite their limitations, surveys provide a sound basis for the identification of trends, key factors and explanatory variables. On the other hand, financial statements could provide a sound basis for the measurement of innovation if they included more relevant information on the intangible determinants of the value of companies. This has obvious implications for the standard setting process.     

A Design Theory Approach to Building Strategic Network‐Based Customer Service Systems*

Customer service is a key component of a firm's value proposition and a fundamental driver of differentiation and competitive advantage in nearly every industry. Moreover, the relentless coevolution of service opportunities with novel and more powerful information technologies has made this area exciting for academic researchers who can contribute to shaping the design and management of future customer service systems. We engage in interdisciplinary research—across information systems, marketing, and computer science—in order to contribute to the service design and service management literature. Grounded in the design‐science perspective, our study leverages marketing theory on the service‐dominant logic and recent findings pertaining to the evolution of customer service systems. Our theorizing culminates with the articulation of four design principles. These design principles underlie the emerging class of customer service systems that, we believe, will enable firms to better compete in an environment characterized by an increase in customer centricity and in customers' ability to self‐serve and dynamically assemble the components of solutions that fit their needs. In this environment, customers retain control over their transactional data, as well as the timing and mode of their interactions with firms, as they increasingly gravitate toward integrated complete customer solutions rather than single products or services. Guided by these design principles, we iterated through, and evaluated, two instantiations of the class of systems we propose, before outlining implications and directions for further cross‐disciplinary scholarly research.     

服务供应链管理、顾客满意与企业绩效

本研究构建了服务供应链管理活动同顾客满意及企业绩效间的结构方程模型,并以来自中国民航服务业的数据进行了实证分析。结果显示服务企业的领导力不仅对服务供应链的战略管理和运作管理活动有正影响效应,还对企业服务信息系统的构建有积极影响;企业文化对企业战略层面的服务供应链管理计划、协作关系的构建、整合服务资源等服务供应链战略管理活动有显著影响;服务供应链战略管理活动、运作管理活动和顾客信息系统的构建通过有效提升顾客满意感、可以增加企业绩效。     

FinTech信贷规模能刺激金融机构提升涉农贷款占比吗？

金融科技提升了金融机构的风险承担水平。作为一类重要的金融科技,非金融机构的FinTech信贷规模能因为刺激金融机构提升风险承担水平,而使其加大涉农贷款投放以提高涉农贷款占比吗？本文将非金融机构的FinTech信贷规模及金融机构风险承担水平引入Opiela的模型,构建代表性金融机构的目标函数和约束条件,进行理论分析并提出研究假说;然后基于2009—2017年中国31个省市区平衡面板数据,采用个体固定效应模型,检验研究假说,探讨FinTech信贷规模与涉农贷款占比之间的关系问题。研究结果表明,FinTech信贷规模可提升金融机构的涉农贷款占比,但涉农贷款占比增速边际递减。进一步研究表明,市场化水平和房地产发展状况还通过FinTech信贷规模的部分中介效应,间接影响涉农贷款占比。最后,就发展FinTech信贷、助力乡村振兴战略的实施提出了相关政策建议。     

Relationships among the academic business disciplines: a multi-method citation analysis

A great number of papers have been published that compare the quality or impact of academic journals. This article seeks to broaden the debate on journal evaluation by showing how top journals in various academic business disciplines, as defined by the Financial Times list of top research outlets, relate to one other. Using large-scale sociometric analyses on about 140,000 citations we found that the integration of the citation network has increased over time. Moreover, the information flow from Finance and Economics to Management has become stronger and, within Management, a polarization between information generators and users has taken place. We also found that most business academics published in distinct and mostly non-overlapping disciplines. The only exceptions were Finance and Economics as well as Strategic Management and OB/HR. Surprisingly, we also found that the general business journals, which could be assumed to be cited by most other journals across the management disciplines, are not central to the entire field. For instance, they are not complementary at all to Finance and Economics. Instead, Operations Research (OR) and Management Information Systems journals occupy the central space on the perceptual map. This indicates that these disciplines (and OR in particular) are complementary with Management and with Finance and Economics.     

Extending the pursuit of flow (lean) management to encompass sales,general and administrative functions

Abstract

Operations management tends to be treated independent of other business functions—the silo syndrome. In this article, we call for operations management (OM) to broaden its perspective by strengthening linkages with other functions of the business, thereby to realize competitive advantages and strategic integration, as well as to avoid resource misallocation. The issues involved are presented and tested by examining the effects of intermeshing sales, general and administrative (SG&A) expenditures with customer-centred flow manufacturing, the latter being measured by system inventory as surrogate for customer lead time. In doing so, we designate trends in total inventory as the independent variable—representative of a dominant target of flow/lean management—and trends in SG&A expenditures as the output variable. The research tasks are enabled by inventory and SG&A data being widely available in companies’ audited financial statements. Such hard data offers methodological and validation advantages over, say, opinion-based survey research. The research adds bulk to existing flow/lean management theory and can be helpful in inducing primary business functions (e.g. OM, finance, sales and marketing) and sub-functions (such as SG&A and management accounting) to engage in cross-functional efforts in the cause of flow-oriented process improvement and company competitiveness.     

The financial structure of innovative SMEs in Germany

In politics and business the special role of innovative businesses whose research and development activities expedite technological progress has received steady attention. Especially small and medium sized businesses (SMEs) have initiated promising innovation projects. However, when analysing these projects our research must take into account that SMEs cannot be viewed as a homogeneous business category. Moreover, financing their innovations, SMEs are subject to unique issues. To shed light on these problems, this study will develop an index measuring degrees of innovation. It allows the 171 sample companies to be categorised into three groups: non-innovative, moderately innovative or highly innovative. A multinomial logistic regression is used to examine the quality of this typology. In addition, group-specific differences in the financing mix are demonstrated. Finally, from a theoretical point of view, the implications of the pecking order theory are basically validated. On the other hand, the concept of the financial growth cycle does not deliver satisfactory results.     

制造企业服务业务扩展及其认知因素研究

制造企业的竞争越来越激烈,几乎所有的企业都要面对快速反应多变市场和应对价格压力的要求,面对越来越小的产品利润空间和越来越复杂的客户需求,本文从对工业服务管理文献分析和制造企业的调查研究入手,揭示了制造企业从纯粹的产品生产者向客户支持方案提供者发展的转移趋势.通过对瑞士和德国30多家机器和设备制造企业进行的调查研究,说明了服务业务对制造企业在开发财务、营销和战略机会上的重要作用,并对转移过程中服务业务的扩展过程进行了总结.结合具体企业实践,本文对制约制造企业扩展服务业务中在管理动机上的认知因素进行了分析和研究.结合中国加入WTO后,中国制造企业将全面融入国际竞争的背景,本文期望对中国制造企业的发展和竞争地位的提高提供理论和实践上的指导.     

Portfolio Interrelationships and Financial Performance in the Context of European Firms

The linkage between the interrelationships of a firm’s lines of business and corporate financial performance has been the subject of extensive research in the strategy field. Yet very little research has examined this key relationship within firms operating in Continental Europe. This study investigates firm relatedness and its further relationship to accounting and market-based performance measures within a sample of European firms. The results confirm a positive and significant relationship between resource-based relatedness and firm performance for German, Swiss and Austrian multi-business firms. Thus, this study provides further evidence that resource-based relatedness of large diversified manufacturing companies can help explain variability in corporate financial performance across different institutional environments.     

Integrated reporting: an exploratory study of French companies

The increasing complexity of the business world has led to growing demands for companies to provide information about their financial performance, their corporate governance and their contribution to developing sustainability. In addition, there are increasing needs for investors to obtain more information about the value creation process since financial reporting systems account imperfectly for most of intangible assets generated by companies. In this context, this article aims to determine if integrated reporting does effectively achieve the objective of reducing the information asymmetry. To answer this research question, a qualitative content analysis was conducted of the IR disclosed by the French companies in the period of 2013–16. The study reveals that information asymmetry is not reduced since companies mention only some capitals as inputs to their value creation process while almost entirely excluding natural capital. Moreover, companies disclose only positive information mainly about their financial capital, without mentioning any destruction of capital, especially not the natural one. Finally, from our findings, signals disclosed by these companies can be classified in three categories: intent signals composed of information about social and relational capital; camouflage signals composed of information about the reduction of the pollution without mentioning the pollution itself and need signals composed of information about dividends encouraging investors to maintain their financial support.

     

Focusing on Customer Time in Field Service: A Normative Approach

Although customer convenience should be rightfully considered a central element in field services, the customer experience suggests that service enterprises rarely take the customer's preferred time into account in making operational and scheduling decisions. In this paper we present the results of our exploratory research into two interrelated topics: the explicit inclusion of customer time in nonemergency field service delivery decisions and the analysis of trade‐off between the customer's convenience and field service provider's cost. Based on prior research in service quality we identify and illustrate two time‐based performance metrics that are particularly appropriate for assessing service quality in nonemergency field services: performance and conformance quality. To determine vehicle routes, we develop a hybrid heuristic derived from the existing and proven heuristic methods. A numerical example closely patterned after real‐life data is generated and used within a computational experiment to investigate alternate policies for promise time windows. Our experiment shows that over a reasonable range of customer cost parameters the policy of shorter promise time windows reduces the combined total cost incurred by the provider and the customers and should be considered a preferred policy by the field service provider. Managerial implications of this result are discussed.     

Digitalization in the financial industry: A contingency approach of entrepreneurial orientation and strategic vision on digitalization

Technology is rapidly changing the financial industry. Banks, in particular, are faced with a shift from traditional, interpersonal forms of service to digital financial services. These digital technologies are more and more becoming today’s standard in the banking sector, they challenge traditional business models, and they provide opportunities for banks to capitalize on. Building on the concept of entrepreneurial orientation (EO), this study of banks in Germany, Switzerland, and Liechtenstein aims at developing insights that explain how banks can use the tactics and strategies associated with EO to achieve superior performance in the digitalization age. The results from a survey in 102 banks show that: 1) banks that display high levels of EO report a higher level of performance, and 2) the relationship between a banks’ strategic vision on digitalization, and performance is moderated by EO. These results indicate that the sheer level of the digitalization of a bank does not affect profitability. Instead, in this time of technological change banks should develop a clear vision on digitalization that is characterized by innovation, being ahead of the competition, and a willingness to take risks.     

Does business model affect accounting choices? An empirical analysis of European listed companies

Financial accounting research increasingly includes business model (BM) constructs, but the ability of financial reporting to capture BM characteristics has not been verified. This study empirically explores the links between BMs and accounting choices by clustering a sample of 103 European listed companies according to an innovative, nonlinear algorithm (self-organizing map) that uses pertinent industrial, strategic, governance, and financial variables to uncover different dimensions of a BM. The authors investigate accounting choices (accounting measurement, accounting treatment, and disclosure level) by companies that belong to the different identified BMs. The analysis of the relations between different company BMs and their accounting choices indicates no significant connections, which offers empirical confirmation of the criticisms regarding the inability of financial reporting to represent (or even consider) a company’s BM. The results suggest further attempt to capture BM in financial reporting, which requires regulators to establish accounting standards that acknowledge the value creation processes of an entity and incentivize managers to represent those processes.     

MODELING CUSTOMER SATISFACTION IN TELECOMMUNICATIONS: ASSESSING THE EFFECTS OF MULTIPLE TRANSACTION POINTS ON THE PERCEIVED OVERALL PERFORMANCE OF THE PROVIDER

The ability of telecommunication operators to focus successfully on the customer has proven to be one of the most competitive issues toward the end of the 20th century. The services management literature is short of theoretical and empirical studies on customer satisfaction measurement in the telecommunications industry. This, however, is contrary to the industry practice since almost all major telecommunications companies around the world gather information about customer satisfaction and other related information about the quality of their services. Our research focuses on the customer satisfaction function of residential customers of a major European telecommunications company. Customer satisfaction is seen as the overall performance of the telecommunications company stemming from adequate service provision, value for money, loyalty, and relationship management. The antecedents of the performance of the organization are obtained from the contact points between the customers and the service points of the telecommunications company.     

Management und Marketing ferngesteuerter Dienstleistungen: Konzeptionelle Verortung, betriebswirtschaftliche Herausforderungen und k??nftige Forschungsaufgaben

The possibilities of service delivery have expanded vastly over the last years, mainly due to the rapid development of information and communication technologies. Modern forms of data transmission enable a technologically mediated delivery of a broad spectrum of services over great distances. These ??remote services?? gain more and more importance in business, yet have only attracted little attention in academic research so far. This overview article captures the state-of-the-art of research in this field and starts laying the groundwork for a thorough discussion of economically relevant aspects of remote services. Based on a definition and conceptualization of this new service type that considers current service typology, this article identifies specific challenges for management and marketing of remote services and deduces an agenda for future research.