New Service Development Competence and Performance: An Empirical Investigation in Retail Banking

What can service firms do to improve their ability to offer new services? In this paper we argue that new service development success results from building a competence in the management of service development resources and routines. We conceptualize new service development competence as a multidimensional, second‐order latent construct that is represented by a system of four interrelated and complementary dimensions: (1) formalized new service development processes, (2) market acuity, (3) new service development strategy, and (4) information technology use and experience. We hypothesize that the growth of new service development competence is related to improved new service development performance. Using structural equations modeling, we analyze survey data from 166 retail banks and report three key empirical findings. First, we show that the four hypothesized dimensions are statistically significant in defining new service development competence. Second, contrary to conventional wisdom in new product development, we find that formalized processes play a lesser role in the success of new service development compared with the other three dimensions. Instead, market acuity—which captures the firm's ability to see the competitive environment clearly and to anticipate and respond to customers' evolving needs and wants—was the most important new service development competence indicator. Finally, we demonstrate the positive effect of new service development competence on new service development performance and show that new service development competence is also significantly related to business‐level performance. Together, our empirical results suggest that complementary benefits arise from the adoption of a more holistic approach to the management of new service development at the program level.     

Sisterhood and Solidarity? Women's Organizations in the Expanded European Union

European Union (EU) accession has been a highly ambivalent andcontradictory process both for women's mobilization and networking,and the introduction of gender equality policies in the newmember states. While EU membership gave women's NGOs in Centraland Eastern Europe better access to EU institutions and EU funding,it also resulted in a loss of financial support from previousdonors. Some, in general bigger, organizations benefited fromthese changes, whereas smaller groups now struggle. Furthermore,although accession offered women's movements political opportunitiesto put pressure on their governments, the adaptation to EU regulationsis characterized by top-down reforms and the unequal complianceof national governments.     

Mobbing — Herkunft des Begriffs und sein theoretischer Hintergrund

In his palae-anthropological work on the ‘aggressiveness of taking offence’, German medical researcher Rudolf Bilz initially developed the present-day meaning of the term ‘mobbing’. Building on Bilz’s theory, we develop two schemes that allow a differentiated classification of conflicts within and between groups, and corresponding group phenomena including mobbing and bossing. The implications of applying this framework to diagnosis, intervention and prevention of mobbing are discussed. Key issue is the implementation of group norms, which is the essence of the atavistic mobbing mechanism and has to be brought into the open. There is a need for replacement by alternatives such as more intensive group contact, supervision, group leadership, works councils, and mediation.     

Polygyny as social and biological differentiation among Toposa agro-pastoralists of Southern Sudan

A demographic survey of eight Toposa villages in Southern Sudan was undertaken to delineate patterns of infant and childhood mortality. Among these predominantly egalitarian agro-pastoralists few standard socio-economic variables useful in the detection of demographic differentials were found. Instead, polygyny was used as a measure of social differentiation, hypothesizing that social differentiation induces demographic differences between polygynous and monogamous marriages. Analysis indicated social differentiation through gerontocracy, while significant differences in mortality and fertility levels were found berween monogamous and polygynous marriages, with the latter featuring higher fertility and mortality levels. Underlying rationale for these differences were sought through consideration of social and biological factors.     

BRINGING CLIENTS BACK IN:

Using qualitative data from a cohort sample of 76 current or former Wall Street professionals, I argue that the perception that clients prefer homophily with their service providers shapes Wall Street careers and contributes to gender inequality. I also reveal how some women on Wall Street partially insulate themselves from biases against them by deliberately avoiding positions that are most dependent on client relationships. I hypothesize that the strength of client preferences for homophily in service providers in the Wall Street context is related to the high status of this service profession and its clients.     

The Influence of Service Orientation on B2B e‐Service Capabilities: An Empirical Investigation

E‐Services, or the company's portfolio of service offerings available to its customers through the Internet, are an emerging area of interest to operations management. Yet little is known about the operations and capabilities needed for provision of business‐to‐business (B2B) e‐services. This paper aims to make a contribution toward closing this gap. First, we develop a new construct of B2B e‐service capability, a term that captures a generic set of five interrelated and complementary dimensions: (1) e‐service recovery, (2) e‐customization, (3) ease of navigation, (4) service portfolio comprehensiveness, and (5) information richness. These combined operational abilities are associated with B2B service delivery, including its portal design, technology architecture, and mix of product and service offerings. They are posited to be necessary for delivering effective B2B e‐services. We also argue that, both service orientation (SO) and customer receptivity to technology, influence B2B e‐service capability. We empirically test a path model using structural equation modeling on a sample of 181 businesses that have deployed B2B e‐services. We find that the influence of SO on performance is not direct but rather mediated by the e‐service capability, a finding that holds for both goods producers and service providers. We suggest that a firm's SO may mitigate industrial customers' resistance toward conducting business online.