Revenue Management in Business Services

A significant portion of the services industry is focused on providing services (medical, legal, financial, personal, and travel) to individuals. However, studies have shown that a less visible but rapidly growing segment of the service sector comprises firms that provide business functions to other businesses. The sector covers tasks such as payroll processing, procurement, and information systems management, as well as business consulting, technical support, call center operations, and software development. Firms may choose to purchase, rather than perform, these business functions to reduce costs, to mitigate risk, or simply to focus on their processes that provide marketplace differentiation. Transferring a business function from within a firm to an outside supplier is often called “outsourcing”; when the supplier provides the service from a lower‐cost country, it is called “offshoring.” The risks and benefits of outsourcing to the firm purchasing a business service have been studied in some detail by both academics and consultants. In this paper, we outline revenue management issues faced by business service providers and describe some new opportunities for the use of analytic methods in the service science sector.     

Awareness and Perceptions of the Risks of Exposure to Indoor Radon: A Population‐Based Approach to Evaluate a Radon Awareness and Testing Campaign in England and Wales

The current study aimed to evaluate the locally directed radon roll‐out program that was conducted between 2001 and 2005 in England and Wales to increase radon awareness and testing rates. A representative sample of 1,578 residents aged 16 and older were interviewed who lived in radon‐affected areas of 15 local authorities in England and Wales that were eligible for participation in the program. The study systematically sampled across participating and nonparticipating local authorities, “actionable” and “nonactionable” radon‐affected areas, and geographic regions with different campaign histories (Wales, Southwest England, and the rest of England). As a multistage sampling strategy was used, the data were analyzed from a multilevel perspective. This study found that participants living in participating local authorities had higher levels of awareness and were more likely to have tested their home for radon than participants living in nonparticipating local authorities. Similar results were found for participants living in “actionable” areas as compared to those living in “nonactionable” radon‐affected areas. The study further found that radon awareness and testing rates were the highest in Southwest England and the lowest in Wales. This study suggests that the radon roll‐out program has been effective in raising awareness and testing rates, and that ongoing domestic radon campaigns in Southwest England may have raised radon awareness and testing in these areas, showing important reinforcement effects of multiple risk communication campaigns.     

AN EXTENSION OF WOLFE'S STUDY OF SIMULATION GAME COMPLEXITY*

This study is an extension of recently reported research concerning the relationships between business simulation game complexity and student perceptions of “learning,”“monotony,” and “appropriateness of challenge.” A game of intermediate-level complexity was used at two education levels. Findings from the current study are compared with findings from an earlier study's intermediate-level complexity game. A number of questions with respect to the earlier findings are raised.     

‘Präsenz- und Voice-Coaching für Frauen

One maxim of career is “the lower the pitch of voice the higher the income.” In this regard Voice-Coaching is of definite interest especially for women in business. This article focuses on small-group coaching, a holistic approach combining Voice and Psychology. The course includes abdominal breathing to improve both the sound of the voice and self-assurance in presentations; the use of the natural pitch of the voice; dynamics of voice; care of the voice for professional speakers and improvised speaking. In addition to the exercises, the participants are encouraged to reflect on their own experience of “social stage” in business, their social roles and opportunities to exert their influence and improve the image they portray.     

Startups internationalizing in quest of a business model: The global prospecting of process niche firms

This paper examines technology startups whose initial offering is not a tangible product or service, but rather a technology used in the production process of goods and services of other firms. These “process niche firms,” as we call them, represent an emerging and increasingly common feature of the digitized economy. As part of their search for a suitable business model – be it products, services, and/or outright licensing of intellectual property – process niche firms engage in early internationalization in order to gain relevant market knowledge and identify possible business partners. A framework is derived to examine the internationalization pattern of such firms. The paper draws on four illustrative case studies providing insight into how such process niche firms “prospect” in foreign markets prior to deciding on the business model that suits them best. Early in their life cycle, process niche firms may decide to locate their headquarters in a different country in closer proximity to relevant markets and partners, as their high knowledge intensity and dearth of tangible assets makes them highly movable. Later in their development, process niche firms will likely evolve into other types of firms, depending on the business model they ultimately choose and the process that they follow.     

Dynamic Capability Building in Service Value Networks for Achieving Service Innovation

Service organizations increasingly create new service offerings that are the result of collaborative arrangements operating on a value network level. This leads to the notion of “elevated service offerings,” our definition of service innovation, implying new or enhanced service offerings that can only be eventuated as a result of partnering, and one that could not be delivered on individual organizational merits. Using empirical data from a large telecommunications company, we demonstrate through structural equation modeling (SEM) that higher‐order dynamic capabilities in services are generated as a result of collaboration between stakeholders. Furthermore, it is through collaboration and education of the stakeholders that additional higher‐order capabilities emerge (customer engagement [CuE], collaborative agility [CA], entrepreneurial alertness [EA], and collaborative innovative capacity), all of which influence the service innovation outcome. Our study also reveals empirical evidence for an ongoing process of continuous dynamic capability building in accordance with the changing dynamics of business. Managers of service organizations should recognize the potential embedded in these higher‐order skill sets, starting from collaboration, learning, and management of creative ideas for both strategic and operational benefits. Moreover, the capabilities of CA, EA, and CuE are even more important in managing the flexibility, timely delivery, and reliability of service offerings. Managers should take measures to inculcate, promote, and manage these dynamic capability skill sets to foster innovation in services.     

Strategic Design Responsiveness: An Empirical Analysis of US Retail Store Networks

This study uses a service operations management (SOM) strategy lens to investigate chain store retailers' strategic design responsiveness (SDR)—a term that captures the degree to which retailers dynamically coordinate investments in human and structural capital with the complexity of their service and product offerings. Labor force and physical capital are respectively used as proxies for investments in human capital and structural capital, whereas gross margins are proxies for product/service offering complexity. Consequently, SDR broadly reflects three salient complementary choices of SOM design strategy. We test the effects of “brick and mortar” chain store retailers' SDR on current and future firm performance using publically available panel data collected from Compustat and the University of Michigan American Customer Satisfaction Index databases for the period 1996–2011. We find that retailers that fail to keep pace with investments in both structural and human capital exhibit short‐term financial benefits, but have worse ongoing operational performance. These findings corroborate the importance of managers strategically maintaining the complementarity of design‐related choices for improving and maintaining business performance.     

Hong Kong managers' perceptions of American business values

This report describes empirical research conducted to study the research question, “To what extent do foreign managers' own cultural values influence their perceptions of the corporate values of companies in other cultures?” Using the authors' “Business Values Questionnaire,” business managers from Hong Kong gave their perceptions of publicly stated corporate values of very large U.S. service companies. A similar United States sample was used as a comparison group. Results gave partial support to the authors' hypotheses that an individual's own cultural values influence perceived values of another culture.     

What “international” subtopics are crucial to business education?: A survey of management school professors

The question addressed by this survey is, “What ‘international’ topics are crucial to the practice of management?” The objective of the study was to identify “international” curricular subtopics, tools, and concepts that faculty respondents deemed absolutely crucial to business pedagogy and to the practice of management, and would therefore require in every business program. This survey is one of the few that addresses the international pedagogy issue from the micro-, or subtopic, end of the spectrum. A list of the topics identified should be of considerable value to curriculum committees in charge of business school programs. The selections ranged not only over the six major departments found in most business schools, but beyond. Respondents as a whole were willing to step outside their narrow departmental boundaries when thinking about the question of internationalization of pedagogy. The results also seem to confirm that the bulk of the burden of the internationalization of the curriculum will continue to rest, principally but by no means exclusively, on two departments, Management and Marketing.     

Competitive renaissance through digital transformation

Dramatic health, environmental, and social-related challenges put pressure on firms to rethink their strategies and growth paths. Is a digital-enabled transformation able to help firms cope with these challenges and drive a competitive renaissance of our economic system? Are extant theories and concepts able to interpret the digital transformation? This management focus section aims to advance a relevant and impactful research agenda in the area of “business strategy and digitalization” through 4 contributions – both conceptual and empirical – that contribute to the understanding of the so-called “digital transformation” and its implications for both scholars and practitioners.     

Brokerage and governance for business networks: a metasynthesis-based discussion

This article reviews and discusses empirical literature on the micro-mechanisms of Burt’s concept of brokerage for inter-firm business networks from a governance perspective. Using a combination of a literature review and a qualitative metasynthesis, research gaps are first identified in the literature about these micro-mechanisms and then filled with interpretations, stemming from a qualitative metasynthesis of 13 in-depth case studies on brokerage for business network environments. The paper discusses three related elements and their inter-relationship in the brokerage process: the enabling factors for brokerage in business networks; the brokerage activities, particularly the combination of “bonding”, “bridging”, exclusion, and moderation/negotiation in different network configurations; and the outcomes of brokerage for business networks. We argue that network managers should take care of these elements when using brokerage to govern business networks. For example, the positional factors of agents in the network who take over brokerage functions need to be monitored and a balance of their embeddedness in the network and independence of focal firms should be safeguarded. Moreover, activities associated with brokerage should be steered and controlled in order to generate network benefits such as a higher collaborative stance of the partaking firms or learning processes amongst them.     

The Impact of Competitive Strategy and Supply Chain Strategy on Business Performance: The Role of Environmental Uncertainty*

This article investigates the relationships among competitive strategy, supply chain strategy, and business performance while examining the moderating effect of environmental uncertainty. A total of 604 questionnaires were collected from three cities in China, and the statistical results show significant moderating effects of external environment on the relationships among competitive strategy, supply chain strategy, and business performance. Firms that primarily focus on a differentiation strategy emphasize an agile supply chain strategy. Cost leaders are inclined to implement both lean and agile supply chain strategies, but their emphasis on agile strategy is significantly greater in a volatile environment than in a stable environment. The choice of supply chain strategy does not appear to be an “either‐or” decision and firms could adopt either a lean or an agile strategy, or both, depending on the environment. This article provides significant managerial implications for supply chain practitioners to co‐align supply chain strategy and competitive strategy with the environment to improve performance.     

Making Corporations Responsible: The Parallel Tracks of the B Corp Movement and the Business and Human Rights Movement

The business and human rights (BHR) movement shares several goals with the Benefit Corporation (B Corp) movement: corporations respecting human rights; maintaining a “wide aperture” so that all impacts of a company on people and communities are addressed; and creating rigorous standards of conduct and means of accountability. This paper argues that nonetheless the movements are traveling along parallel tracks and thus missing an opportunity for mutual learning that can improve their effectiveness. The BHR movement can look to B Corps for concrete examples of viable companies that value human rights intrinsically and not just where there is a “business case” to do so. The B Impact Assessment, the B Corp certification tool, can better ensure that B Corps are in fact respecting human rights by adopting BHR standards. And both movements must give greater consideration to the potential contradiction between unlimited scaling—a key goal of B Corps—and the ability of large multinational corporations to respect human rights.     

Insights from a Management Prophet: Mary Parker Follett on Social Entrepreneurship

Current‐day management leaders such as Peter Drucker and Rosabeth Moss Kanter have cited Mary Parker Follett as guru and prophet given her foreknowledge of systems theory, action research and leadership. She viewed business as a social institution and work itself as a community service, concepts particularly relevant in the context of understanding social entrepreneurship. Referencing two of her works, “The Individual in Society” and “Business in Society”, this paper introduces Follett, defines social entrepreneurship and presents her ideas as timely insights on the meaning of work, ethics and the role of business in society.     

What drives alignment between offered and perceived well-being initiatives in organizations? A cross-case analysis of employer–employee shared strategic intentionality

This study investigates the conditions of alignment between an organization's business strategy and the well-being initiatives (WBIs) offered to employees and employees' perceptions of the latter. We conducted a comparative study on the conditions of alignment between offered and perceived WBIs in three companies with different business strategies. Findings highlight that the alignment between offered and perceived benefits depends on what we label as “shared strategic intentionality”: (1) how employers use their understanding of the organization's business strategy to craft WBIs and (2) employees' attributions about why their employers offer WBIs the way they do and of the broader understanding of the organization's business strategy. We contribute to the strategic HRM literature by proposing an integrative position with regard to the macro (i.e., employer-focused) and micro (i.e., employee-focused) research traditions. Our position has the advantage of looking at employers' intentions and at employees' attributions of intentions simultaneously, and unravels the central role of business strategy in shaping their alignment. From a practical standpoint, not only do we bring a more nuanced understanding of the strategic HRM challenges faced by employers and employees in settings with different business strategies, but we also initiate a discussion about the traps and best practices associated with configuring effective WBIs in organizations.     

Demand-side strategy and business models: Putting value creation for consumers center stage

Value creation for consumers, as the conditio sine qua non for value capture, is at the heart of demand-side strategy research and is a core element of almost any business model. In this paper, we discuss the unique ideas that demand-side strategy and business model research jointly contribute to the strategy literature, and we elaborate on the potential for cross-fertilization between both areas of study. We argue that both the demand-side perspective and the business model concept could jointly promote a better understanding of strategy-making by mutually relying on the distinctive insights from each stream; specifically, while research on demand-side strategy can help business model scholars gain a more robust and granular understanding of effective value propositions, business models can serve as a “bridging concept” that links the shared ideas of both areas of study to resource-based streams of strategy research.     

A THREE-PHASE APPROACH TO INSTILLING A CONTINUOUS LEARNING CULTURE IN MANUFACTURING EDUCATION AND TRAINING

We describe a “learn-by-doing” approach that involves the following three phases designed in part to integrate management and engineering curricula and instill a continuous learning philosophy: (1) involve cross-functional teams as “process and business owners” in a replica of a real-life manufacturing/design problem (Do), (2) require teams to not only learn by doing but to then apply or implement what they have learned in phase 1 (Apply), and (3) share best practices and knowledge gained with subsequent participants (Document). These last two phases are essential and potentially the most valuable but are often ignored in the learning process. They can be accomplished either manually or through the use of an electronic bookshelf (e.g., company or school intranet), which is a database system used to collect and store templates of best practices, collective wisdom, and related information associated with learning and operational activities. We describe two of several educational packages we have developed and discuss their impact on our teaching, our students, and practitioners.     

Promotional pricing and online business model choice in the presence of retail competition

Online promotional channels provided by competitive conventional reselling or novel agency selling e-tailers are widely used by firms to stimulate significant sales in retail. Compared with reselling, agency selling gives firms the power to directly control prices, but it involves costly platform fees. Given the unique features of the reselling and agency selling business models, we develop game theoretic models to explore how the firm and e-tailers, under consideration of retail competition, should strategically use these two business models in promotion. Our analysis generates several insights. We demonstrate that the agency selling model might lead to a higher price than the reselling model, a result contrary to the double marginalization. We also present that without retail competition, there exists a “win-win” promotional strategy, which is also a Pareto-optimal situation for the firm and e-tailer. Specifically, this situation occurs when the e-tailer is in the reselling model under a moderate inventory level or in the agency selling model with a moderate platform fee under a high inventory level. However, under conditions of competitive e-tailers, both e-tailers being in the reselling model is no longer a “win-win” promotional strategy, while the hybrid selling model, i.e., one in the reselling model and the other in the agency selling model, can generate a Pareto improvement. In addition, low platform fees, customers’ high price sensitivities, increased selling costs or decreased competitive intensities will drive supply chain participants to seek direct pricing power in the agency selling model.     

Shared Services Transformation: Conceptualization and Valuation from the Perspective of Real Options

In today's volatile global economy, where many organizations face severe pressure to downsize, the “shared services” model, in which a firm merges common functions performed by multiple units into a single service delivery organization, provides an innovative approach to make business more efficient and effective. To successfully implement shared services, firms need to strategically decide whether and how to pursue various service transformation alternatives such as simplification, standardization, consolidation, insourcing, or outsourcing. In this study, we develop the notion of real options into a unique theoretical lens for conceptualizing service organizations and their transformation in an uncertain business environment. Specifically, we view service organization as a set of strategic options that give the firm preferential access to future transformation opportunities. We create a taxonomy of these options, and introduce a decision methodology for valuing alternative shared services transformation approaches. We illustrate this methodology by applying it in a real business case to justify a global firm's decision regarding the transformation of its finance organization.     

Replenishment Strategies for Micro‐Retailers in Developing Countries

When formal distribution channels are absent in developing countries, micro‐retailers travel a long distance to replenish their stocks directly from suppliers. This “informal” replenishment strategy is inefficient due to high imputed travel costs involved in the replenishment process. To improve efficiency, one “hybrid” replenishment strategy has emerged under which one of the micro‐retailers in a neighborhood, while continuing its own retail business, also operates as a wholesaler to serve other micro‐retailers in the neighborhood. A major obstacle for the transition from the informal strategy to the hybrid strategy is that the micro‐retailers are reluctant to source from a wholesaler who also competes with them in the retail market. Thus, it is not clear when the micro‐retailers adopt the hybrid strategy instead of the informal strategy. Meanwhile, the micro‐retailers may prefer the “formal” strategy: a traditional replenishment strategy under which one of the micro‐retailers relinquishes its retail business and operates purely as a wholesaler. We examine a situation when competing micro‐retailers contemplate with the three potential aforementioned replenishment strategies. Our equilibrium analysis of the two‐store model reveals that the dominant strategy is: (a) the hybrid strategy when the travel cost is high; (b) the formal strategy when the travel cost is medium; and (c) the informal strategy when the travel cost is low. This key insight is shown continue to hold when we extend the two‐store model to incorporate other issues including: quantity discounts from the supplier, variable operating costs, price competition, local monopolies, and different decision sequences. One additional finding is that the transition from the informal strategy to the hybrid strategy could benefit consumers if the micro‐retailers receive quantity discounts from the supplier. Furthermore, when there are more than two stores, we show that the formal strategy is never dominant. Moreover, when the number of stores increases, the hybrid strategy becomes more preferable to the informal strategy.