Journal articles on the topic 'Unconscious study of shareholder and customer'
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Li, Qianpin. "Exploring the Relationship Between Customer-Related Measures and Shareholder Value." Social Behavior and Personality: an international journal 38, no. 5 (May 1, 2010): 647–56. http://dx.doi.org/10.2224/sbp.2010.38.5.647.
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In this study the relationship between customer-related measures and a firm's shareholder value was examined. Based on well-founded theories of customer satisfaction, loyalty, and customer lifetime value (CLV), an integrated structural model is hypothesized in this study to explore the structural nexus among those customer-related factors. A random sample of 1,000 credit card holders with 11 banks in Taiwan were surveyed by means of a questionnaire. A total of 326 valid questionnaires were collected and analyzed. In comparison with CLV and customer loyalty, the empirical findings suggest that the factor of customer satisfaction is the most important indicator of a firm's shareholder value. Study results also indicated that customer loyalty has a negative impact on shareholder value.
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Skipworth, Heather, Janet Godsell, Chee Yew Wong, Soroosh Saghiri, and Denyse Julien. "Supply chain alignment for improved business performance: an empirical study." Supply Chain Management: An International Journal 20, no. 5 (August 10, 2015): 511–33. http://dx.doi.org/10.1108/scm-06-2014-0188.
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Purpose – This study aims to explain how supply chain alignment, which remains a major challenge for supply chains, can be achieved and its implications for business performance (BP) by testing the strengths of the relationships between previously identified enablers, supply chain alignment and BP. Design/methodology/approach – A literature review develops hypotheses on the relationships between enablers, alignment and BP. A survey of medium-to-large UK manufacturing companies was conducted where the sample comprised 151 randomly selected companies, and the response rate was 56 per cent. Partial least square regression was used to test the hypothesis. Findings – Two types of supply chain alignment are defined – shareholder and customer – but only customer alignment (CA) has a direct positive impact on BP, while shareholder alignment (SA) is its antecedent. Top management support was shown to be an enabler of both shareholder and CA, while organisation structure, information sharing and performance measurement system enabled SA, while internal relational behaviour enabled CA. Research limitations/implications – Supply chain management research lacks knowledge on exactly how supply chain alignment can be achieved and what BP implications it has. This research provides a tested conceptual model to address this gap. Practical implications – The refined conceptual model provides precise guidance to practitioners on how to improve BP through supply chain alignment. Originality/value – Whilst the strategic management literature emphasizes the importance of SA, this study reveals another crucial alignment – CA – and shows its direct positive impact on BP.
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Lindgreen, Adam. "In search of relationship quality, customer retention and shareholder value: Findings from an exploratory, qualitative multiple case study." Journal on Chain and Network Science 1, no. 1 (June 1, 2001): 49–63. http://dx.doi.org/10.3920/jcns2001.x005.
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This article reports on the findings from an exploratory, qualitative first part of a research that (1) theorises that successful creation of shareholder value in relationship marketing and management requires relationship quality, which translates into customer retention, and that (2) models relationship quality and customer retention as key mediating variables in the creation of shareholder value. A multiple case study involving companies (in exporter-importer dyads) in the Danish- British dairy sector, the Danish-British bacon sector and the New Zealand-British wine sector explored the key constructs of relationship quality; specifically, the cases examined whether or not the dimensions of relationship quality that Roberts (1998) and Roberts et al. (2000) have suggested are an appropriate framework. These dimensions are as follows: trust in credibility, trust in benevolence, commitment, conflict, satisfaction and social bonding. The evidence of the findings suggests that it does make sense to employ relationship quality as a concept in relationship marketing and management, and that the six dimensions are an appropriate framework for doing so. The managerial implications of the research findings are examined. The article concludes that there is a positive relationship between all of the antecedents of relationship quality (except for conflict), and that there is a positive relationship between customer retention and all of the consequences of customer retention (except for customer costs), and it proposes to test this idea in a confirmative, quantitative second part (using LISREL) in the context of the New Zealand-British wine sector.
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Vaitoonkiat, Ekawee, and Peerayuth Charoensukmongkol. "Stakeholder orientation’s contribution to firm performance." Management Research Review 43, no. 7 (January 30, 2020): 863–83. http://dx.doi.org/10.1108/mrr-07-2019-0296.
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Purpose This study aims to investigate stakeholder orientation’s influence on firm’s performance and analyze four types of stakeholder orientations: customer, competitor, employee and shareholder. Moreover, this research extended the previous literature by examining perceived market uncertainty’s moderating effect, which can influence the effects of the orientation to all four stakeholder groups’ effects on firm performance. Design/methodology/approach The study collected questionnaire data from 370 small and medium-sized enterprises in the steel fabrication industry in Thailand, and hierarchical regression analysis was used to test the hypotheses. Findings The results of the main effect analysis indicated that customer, competitor and employee orientation affected firm’s performance positively and significantly; however, the analysis did not support shareholder orientation’s significant contribution. Moreover, the analysis of the moderating effect showed that perceived market uncertainty moderated customer and competitor orientation’s effect on firm’s performance positively and significantly. However, perceived market uncertainty moderated employee and shareholder orientation’s effects on firm’s performance negatively and significantly. Originality/value This study advances prior research by showing that stakeholder orientation’s role in firms’ performance may be contingent on the nature of market conditions that firms experience. In particular, this research demonstrated that not all aspects of stakeholder orientation may be beneficial for firms to maintain high performance under high market uncertainty.
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Gobbi, Chiara, and Juliana Hsuan. "Collaborative purchasing of complex technologies in healthcare." International Journal of Operations & Production Management 35, no. 3 (March 2, 2015): 430–55. http://dx.doi.org/10.1108/ijopm-08-2013-0362.
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Purpose – The purpose of this paper is to investigate how buyers and the vendors pursue alignment in collaborative purchasing (CP) of complex medical technologies. Design/methodology/approach – Through a literature review in CP, the paper identify factors for shareholder alignment (i.e. aligning the needs of the buyers within the purchasing group) and customer alignment (i.e. aligning buyers’ needs with the vendors offering strategies) and investigate how they manifest in the case of CP of complex technology in the Danish National Healthcare System. Findings – Shareholder alignment requires appropriate management of the relationships, expertise and guidance in simplifying procedures and effective management of the purchasing group. Customer alignment is facilitated by buyers’ understating of the vendor’s design options, which are moderated by the vendor’s design strategies. Research limitations/implications – The findings and generalizations from a single case study are limited to the complexity of the purchased technology and the specific cultural context. However the paper represents the first explorative study that poses the attention on the relevance of shareholder and customer alignment in CP. Practical implications – The study can offer hospitals, vendors, governmental and regional institutions a better understanding about the alignment mechanisms for successful implementation of CP and how to avoid pitfalls. Originality/value – Literature on CP is scarce as there are virtually no contributions that debate the key elements and tradeoffs that need to be considered for strategic alignment. The study addresses this gap.
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Simbolon, Freddy. "Model Pengukuran Kinerja Customer Relationship Management dalam Industri Perbankan." Binus Business Review 5, no. 1 (May 30, 2014): 278. http://dx.doi.org/10.21512/bbr.v5i1.1216.
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High competition in the banking industry requires the banking industry to properly manage relationships with customers, as it is known as Customer Relationship Management (CRM). CRM applications will become effective when supported by information technology. Investment in information technology is not a small investment, because the higher the information technology, the greater the value of the investment. This study aims to obtain a model of CRM performance measurement in the banking industry efficiently and effective. The method in this study uses descriptive analytical method, while the results obtained in this study is a CRM Scorecard. CRM Scorecard is one of the approach models that correctly measure the performance of CRM, which is based on information technology. Through CRM Scorecard approach, information technology investment in CRM is no longer seen as a cost center, but seen to be a profit center, because the company can manage customers efficiently and effectively in order to enhance shareholder value in the future.
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Intiswar, Mohamed Said, and James Maina Rugami. "Balanced Score Card and Service Delivery at National Health Insurance Fund in Mombasa County, Kenya." International Journal of Current Aspects 3, no. VI (November 27, 2019): 251–70. http://dx.doi.org/10.35942/ijcab.v3ivi.88.
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The Public sector plays a critical role in the effective delivery of public services that are essential to the functioning of a state economy. The service delivery in the public sector has been noted to be ineffective due to self-interest service from the public sector officers, unlike the private sector, where focus is primarily on shareholder value. The study examined the effect of the balanced scorecard and service delivery at the national health insurance fund in Mombasa County, Kenya. The specific objectives of the study were to determine the effect of the financial perspective of the balanced scorecard, the effect of customer perspective of the balanced scorecard, the internal business perspective of balanced and examine the effect of innovation and learning perspective of balanced scorecard on service delivery at national health insurance fund in Mombasa County. The study is anchored on Balanced score card model and agency theory. The study adopted a descriptive survey research design that depicts the attributes of a specific circumstance, occasion, or case. The targeted population of the study was 158 and the respondents were senior managers, middle level managers, lower level managers and the support staff working at national health insurance fund in Mombasa County. The study finds that the balanced scorecard improves systems of the cost structure, the organization creates more revenue opportunities, net shareholder value is maintained and the asset is well utilized. Additionally, it can be concluded that most employees are delighted with the financial evaluation process by use of the balanced scorecard. The study found a positive relationship between the balanced scorecard components namely customer focus, financial perspective, customer perspective, internal business perspective, innovation, learning aspect and service delivery. The study concluded that customer focus to enhance the service delivery could be through implementing customer satisfaction measures, implementing customer service charter, maintaining product functionality, maintaining customer relationship management and maintaining customer loyalty. The study recommended that the need for NHIF to achieve the balanced scorecard to be able to track financial results while simultaneously monitoring progress through building the capabilities and as well acquiring the intangible assets they would need future growth. Also, the study recommended the organization to consider the issue cost minimization strategy to enhance the service delivery to the customers. In addition to that, there is a need to have a permanent solution to steady funds to be able to meet its obligations. The study further recommended that the organization to embrace the balanced scorecard and will help improve communication between the management and customers thus improve on the quality service hence satisfy the needs of the customers.
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Atrill, Peter, Mohammed Omran, and John Pointon. "Company mission statements and financial performance." Corporate Ownership and Control 2, no. 3 (2005): 28–35. http://dx.doi.org/10.22495/cocv2i3p3.
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Is there a value-relevance associated with the disclosure of a corporate mission? In this study the mission orientation of 143 UK listed companies are analysed according to their orientation towards shareholders, stakeholders, customers and markets. Performance is then analysed by means of multiple regressions, allowing for beta, gearing, size and tax, as control variables, and taking account of mission orientation by means of a dummy variable in separate regressions. As to the accounting return on equity, dummy variables were not significant in the service sector. In the non-service sector the shareholder-orientated dummy was relevant to the accounting return on equity over three years, but the overall model was not very significant. However, three-year stock returns in the service sector are strongly influenced by whether company mission is shareholder orientated or not. In the non-service sector, six-year stock returns, and also excess returns, are influenced by whether a company is stakeholder orientated or not. Mission, according to customer orientation, did not affect performance. The overall conclusion is that there may be some value-relevance attached to mission orientation, although in this sample it was invariant to customer-orientation.
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Luo, Jia, Yongqiang Li, and Yu Che. "Uncovering the relationship between customer anger and frontline employees’ recovery performance in the service encounter." Nankai Business Review International 12, no. 2 (June 8, 2021): 236–57. http://dx.doi.org/10.1108/nbri-09-2020-0049.
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Purpose Regarding the interpersonal influence of customer anger on frontline employees (FLEs) in service encounters, existing findings remain mixed. Building on emotion as a social information model and appraisal theory, this study aims to focus on two dimensions of customer anger – intensity and relevance with FLEs and examined their divergent effects on FLEs’ immediate recovery performance. Design/methodology/approach This study conducted a questionnaire survey of 366 Chinese FLEs in the hospitality and tourism industries. Hierarchical regressions and bootstrap analysis for nonlinear mediated relationships were used to test the hypotheses. Findings The results suggested a U-shaped curvilinear relationship between the intensity of customer anger and FLEs’ recovery performance and a positive linear relationship between relevance with FLEs of customer anger and FLEs’ recovery performance. Moreover, the mediating effects of FLEs’ emotional anger and cognitive perceived threat were confirmed. Practical implications Service managers should improve FLEs’ awareness of unconscious emotional contagion and encourage them to shoulder responsibility actively even if customer anger is not related to them. In addition, complaining customers can learn how to strategically express anger to get good remedies. Originality/value This paper examines the divergent effects of two dimensions of customer anger on FLEs, advancing the understanding of customer anger in the service interaction. It is also the first to suggest the U-shaped nonlinear effect of customer anger intensity on employees’ service outcomes and its underlying mechanisms, reconciling mixed findings.
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Pérez, Andrea, and Ignacio Rodríguez del Bosque. "The stakeholder management theory of CSR." International Journal of Bank Marketing 34, no. 5 (July 4, 2016): 731–51. http://dx.doi.org/10.1108/ijbm-04-2015-0052.
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Purpose – Based on the principles of the stakeholder management theory, the purpose of this paper is to explore customers’ multidimensional perceptions of both banking companies and the corporate social responsibility (CSR) orientations of these companies. The paper also explores how these multidimensional perceptions affect customer identification and satisfaction towards banking companies. Design/methodology/approach – A structural equation model is tested using information collected from 1,124 banking service customers. Findings – The findings demonstrate that customers’ perceptions of customer-related CSR and broad legal and ethical issues have significant positive impact on both customer identification and satisfaction with banking companies. Perceptions of shareholder-related CSR also significantly boost customer satisfaction. In contrast, perceptions of employee- and community-related CSR do not have a profound effect on customer identification or satisfaction. These findings also confirm the importance of customer identification with the company as a key mediator in their satisfaction responses to the multidimensional perceptions of the companies’ CSR orientations. Originality/value – The contribution of the paper is based on the exploration of a multidimensional approach, relying on the principles of the stakeholder management theory to study customer responses and perceptions of the CSR orientations of banking companies. Previous scholars have reported mixed findings while exploring customer responses to their perceptions of companies’ CSR orientations. However, they frequently considered customer CSR perceptions either as one-dimensional or a reflective second-order construct, thus ignoring the possibility of multidimensional CSR perceptions having multiple effects on customer responses such as identification and satisfaction.
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Sheikhesmaeili, Saman, and Sana Hazbavi. "Model construction of engagement and outcomes in consumers food life." British Food Journal 121, no. 1 (January 7, 2019): 218–39. http://dx.doi.org/10.1108/bfj-06-2017-0344.
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Purpose The purpose of this paper is to determine the impact of food-related lifestyle (FRL) and food-related personality traits (FRPTs) on customer satisfaction and loyalty so that sufficient evidence for forming a new pattern of predictors of customer satisfaction and loyalty can be explored. Design/methodology/approach The research method in this study was the descriptive type and was based on the goal of the applied research methods. Data were collected from 384 sample group consumers of chain stores in the city of Tehran. The hypothesized relationships were tested using structural equation modeling (SEM). Findings Final results of study showed the significant effects of FRL and FRPT on satisfaction and loyalty of consumers. This indicates that aforementioned variables can create customer satisfaction and loyalty toward food. The research conceptual model was confirmed with goodness of fit. Research limitations/implications First, the sample consisted of customers who use a wide range of food despite diverse motives and interests. While knowing that costumers’ specific traits about food would have provided a more detailed and comprehensive understanding, conducting research in a set of general food consumer without considering special foods category could be a limitation. Second, and more importantly, since the customer behavior in consumption choices is an unconscious and cognitive process, other factors and domain that are linked to customer satisfaction and loyalty would have been missed. Practical implications This study shows that understanding the behavioral aspects of food consumption can help food producing companies to adjust their production and specially to foresee changes. Marketers are advised to investigate customer traits to promote customer satisfaction and loyalty effectively. This paper contributes to the body of knowledge in food marketing. Originality/value The present study offers a unique and valuable insight into a customer’s behavior and deepens customer satisfaction and loyalty by incorporating FRL, food neophobia scale and food involvement scale as independent variables to contribute knowledge in the context of food marketing, and throws some light upon the predictive power of mentioned variables on customer behaviors.
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Radhouane, Ikram, Mehdi Nekhili, Haithem Nagati, and Gilles Paché. "The impact of corporate environmental reporting on customer-related performance and market value." Management Decision 56, no. 7 (July 9, 2018): 1630–59. http://dx.doi.org/10.1108/md-03-2017-0272.
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Purpose The purpose of this paper is to illustrate the potential benefits for firms that report more on environmental activities, with regard to two important categories of stakeholders: shareholders and customers. Design/methodology/approach To avoid the endogeneity problem, the authors apply the system generalized method of moments approach by estimating the relationship between environmental reporting and firm performance with regard both to levels and first differences simultaneously. Findings Based on the 120 largest publicly traded companies in France from 2007 to 2011, results suggest that shareholders interpret and perceive firms’ environmental information disclosure differently than consumers. However, reporting on environmental duties is perceived favorably by both customers and shareholders for firms with better environmental performance. In the same way, an increase in the level of environmental reporting is valuable in terms of customer-related performance (i.e. sales growth and profit margin) and in terms of market value (i.e. Tobin’s q) for firms operating in customer proximity industries. In a supplementary analysis, the authors found that, for reporting on climate change (a component of the combined environmental reporting index), positive customer and shareholder perceptions are acquired in particular through superior environmental performance and proximity to the final customer. Research limitations/implications When reporting on their environmental duties, environmental performance and proximity to the final customers play a critical role for firms in obtaining the necessary support of key stakeholders. Originality/value To the best of the authors’ knowledge, this is the first study to explore the difference between shareholders’ and customers’ perception of environmental reporting according to firms’ environmental performance and to their proximity to the final customer.
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Braxton, Dominique, and Loraine Lau-Gesk. "The impact of collective brand personification on happiness and brand loyalty." European Journal of Marketing 54, no. 10 (September 30, 2020): 2365–86. http://dx.doi.org/10.1108/ejm-12-2019-0940.
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Purpose Frontline service providers are a key touchpoint in a customer’s overall experience with a brand. Though they are recognized as important contributors to brand experiences, service providers have received relatively little attention in both experienced marketing and branding research. This paper aims to illuminate the importance of understanding factors that contribute to the role services providers play within the environmental context of the customer’s brand journey. Design/methodology/approach This study uses two experimental studies to show that greater customer happiness and customer loyalty could be achieved through collective brand personification whereby the frontline service provider’s identity and core values align with those of the brand persona and store environment. Findings Specifically, findings reveal that customer happiness increases because of feelings of belongingness and greater brand authenticity when the service provider aligns with the retailer’s brand persona and store environment. Research limitations/implications While this study gets us closer to understanding how managers can leverage human capital in the retail service environment, there are opportunities to further explore issues such as the impact of collective brand personification on the employee. Practical implications Given the strong desire companies have to bolster customer happiness to increase brand loyalty, the findings bolster the importance of understanding the influential factors associated with frontline service providers. Their role in creating optimal customer experiences should not be underestimated. Social implications As an important cautionary note, firms should take care when creating the appearance and personality-based occupational qualifications by considering social norms and the impact on societal well-being (e.g. self-consciousness and exclusion can lead to serious illnesses and including depression). Study shows that people have an inherent need to feel accepted and belong to social groups that help to construct and affirm their self-concept, and appreciate opportunities that empower them to seize control against exclusion. Therefore, appearance and personality-based occupational qualifications should be strategically aligned with the image and goals of the firm, and not subject to management bias from an unconscious reaction to an applicant’s physical and interpersonal presentation. Originality/value The present study builds on both customer experience and branding literature by examining the relationship between customer happiness and collective brand personification – where the frontline service provider’s identity and core values align with those of the brand. Two experiments test the hypotheses that customer happiness increases because of feelings of belongingness with the brand and the consumer’s perception of the brand’s authenticity when the customer service provider aligns with the brand’s identity and core values.
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Zahra, Mohseni, Esmaeilpour Majid, and Bahrainizad Manijeh. "The Effect of Customer Experiences on Purchase Intention Through Mediator Variables of Mental Engagement and Visual Perception." Studies in Business and Economics 15, no. 2 (August 1, 2020): 175–91. http://dx.doi.org/10.2478/sbe-2020-0033.
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AbstractNowadays, with the daily expansion of marketing attractions to create different experiences in the restaurant & fast food industry, unconscious stimuli attracting the major senses might be an effective way to attract the consumers. Understanding these environmental stimuli suggests a correct perception of feeling and perception which is in harmony with consumer behavior. Moreover, knowing these factors can also be essential for marketers and owners and managers who are active in this area to develop strategies to create positive experiences for customers and increase the sales. Therefore, the objective of the present study is to focus on customer experiences and their possible effects on purchase intention of consumers through mediator variables of mental engagement and visual perception. The present study is an applied study in terms of objective and correlational type of descriptive-survey study in terms of data collection. The research population consisted of those people using the services of restaurants and fast food stores of Shiraz. A total of 385 samples were selected by using convenient sampling method. Questionnaire was used as tool to collect the data. The questionnaires were distributed in person and they were collected after being completed by the subjects. Its validity was examined through content validity and its reliability was examined through Cronbach’s alpha. Data were analyzed using structural equation modeling and Smart PLS software. The results of this study showed that customer experiences had a positive and significant effect on mental engagement and visual perception, and these two variables had a positive and significant effect on consumer purchase intention. The indirect effect of customer experiences on consumer purchase intention was also confirmed through the mediator variable of mental engagement and visual perception.
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Manapat, Richard Kristoffer S., and V. G. Sridharan. "The Role of Strategic Cost Management in Marketing Decisions: A Case Evidence of Brand Acquisition Assessment." Management Accounting Frontiers 3 (December 31, 2020): 5–24. http://dx.doi.org/10.52153/prj1117004.
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While the role of strategic cost management (SCM) is heralded to pervade through all the links in a firm’s value-chain (Anderson, 2006; Shank & Govindarajan, 2004) the specific role of SCM in relation to a firm’s marketing function has thus far been limited to a few areas such as product pricing and analysing customer profitability through activity-based cost allocations (Datar & Rajan, 2018; Foster & Gupta, 1994; Van Raaij, 2005). This paper presents a case study to show how SCM concepts can be extended to evaluate brand acquisition by a large organisation. Using shareholder value analysis for pricing the brand and combining with financial statement analysis and strategic positioning models such as Porter’s five forces and SWOT, this paper conducts an assessment in order to offer recommendations for a multi-billion peso investment of a large Philippine-based processed foods company seeking to acquire a new brand.
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Xu, Xue Qi, Chao Huang, and Hao Lu. "Application of Lean Six Sigma Methodology in Software Continuous Integration." Key Engineering Materials 693 (May 2016): 1893–98. http://dx.doi.org/10.4028/www.scientific.net/kem.693.1893.
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Lean Six Sigma (LSS) is an effective methodology that aims to maximize shareholder value by improving quality, efficiency, customer satisfaction and costs. Continuous integration is the software engineering practice of rapid and automated development and testing. A case study presented in this paper demonstrates how LSS tools help software R&D teams to improve product quality and reduce development cost. The define, measure, analyze, improve and control (DMAIC) methodology is applied to develop an action plan to achieve continuous integration at an anonymous software R&D organization's LSS Green Belt project. The LSS implementation has had a significant impact on the financial performance of the organization. It is showed that the package continuous integration (PCI) success ratio (3 months average) increased from 27% to 74%, meanwhile an operational saving of approximately 56.87K Euro was reported from this project. Finally, some key success factors that are critical to the implementation of an effective Green Belt program are examined, and managerial implications are provided.
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DOS SANTOS, ISABEL CRISTINA, and JOÃO AMATO NETO. "KNOWLEDGE MANAGEMENT IN A HIGH TECHNOLOGY INDUSTRY." International Journal of Innovation and Technology Management 06, no. 02 (June 2009): 183–205. http://dx.doi.org/10.1142/s0219877009001637.
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This study aims to contribute to the Knowledge Management Theory under a social perspective. It evaluates the Knowledge Management Cycle applied in a Brazilian high technology-based industry, a former national company which had been privatized in 1994, and passed through a huge organizational transformation and, after few years, became a market leader in one of the most competitive business sectors. Social organization covers Corporative Culture, Human Resources and Leadership aspects seen as knowledge enablers. This research used a qualitative approach and took a Knowledge Management Model developed by the Fraunhoffer Institute researchers and associates as a reference. Conclusions indicated that in order to become competitive in the new Management Model the studied company had to develop a cluster of human and business competencies. These were developed through educational processes which included personnel and leadership development. Organizational Culture had also contributed to KM process nurturing a sense of continuous improvement, customer and shareholder satisfaction.
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Ugoani, John N. N., and Anthony Ugoani. "Business process reengineering and Nigerian banking system efficiency." Independent Journal of Management & Production 8, no. 4 (December 1, 2017): 1173. http://dx.doi.org/10.14807/ijmp.v8i4.549.
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Prior to 2000, and before banks in Nigeria embraced the NBS was inefficient, characterized by frauds, long queues, nonperforming loans, illiquidity and distress. As one way of overcoming these challenges banks started to focus on BPR as a veritable tool to drive efficiency customer satisfaction and improved shareholder value. With the advent of BPR and process improvement efficiency gradually strolled back in to the NBS Against the prereengineering era when the liquidity ratio of the NBS was minus 15.92 percent in 1996 with no bank meeting the 30 percent minimum prudential requirement, the NBS had a positive average liquidity ratio of 65.69 in 2011 with all the banks meeting the 30 percent minimum liquidity ratio. The banks that introduced BPR early in the 2000s have remained without distress, liquid, efficient with high growths in gross earnings, total assets profitability and total equity. The research design was deployed for the study, and it was found that BPR has positive effect on NBS efficiency.
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Biloshapka, Vladyslav, and Oleksiy Osiyevskyy. "Three value-focused strategic questions for continuously updating your business model." Strategy & Leadership 46, no. 3 (May 21, 2018): 45–51. http://dx.doi.org/10.1108/sl-02-2018-0016.
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Purpose The article describes how a well-functioning, competent system of self-evaluation of customer value creation and delivery can be an essential part of a corporate initiative to reach or sustain the winner state.” Design/methodology/approach The true value the firm’s customers are obtaining from interactions with the firm can be assessed by obtaining candid answers to the following three strategic value-focused business model questions: 10;(1)9;How do you make sure you are offering the benefits your customers really appreciate most? 10;(2)9;What group of customers is the primary focus of your efforts? 10;(3)9;How do you help your customers fully appreciate the delivery of the benefits offered? 10;These three questions were derived from an in-depth investigation of the business models of real-world firms that succeeded in moving to and remaining in the winner state, an ongoing longitudinal study undertaken by the authors’ team in North America, Southeast Asia and Europe. Findings Based on the authors’ research, companies with sustainable winning business models institutionalize the processes of systematic, ongoing collection of the information about customer value, integrating it into the strategic decision making processes. Practical implications To be effective, according to our research, the analysis needs to consider value proposition (what is promised), value targeting (who is the primary recipient) and value delivery (how the promise is fulfilled) separately, which most companies don’t do. Originality/value The article offers top executives, marketing executives and board members process for updating and adjusting the business model so that it continues to produce superior revenue, operating profit and ongoing customer and shareholder satisfaction.
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Goel, Kushagra, and Sunny Oswal. "EVA-based financial performance measurement: An evidential study of selected emerging country companies." Corporate Ownership and Control 18, no. 1 (2020): 179–95. http://dx.doi.org/10.22495/cocv18i1art14.
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This paper aims at examining the claims that economic value added (EVA) is a superior performance indicator than the traditional performance indicators like ROCE, NOPAT, EPS, OCF, and RONW. This study investigates the relative explanatory power of EVA measure of non-financial Indian companies with respect to two measures, market value added and stock returns used as a proxy for shareholder value. The analysis is performed for a sample of 46 Indian companies for the period of 2009-2019. The panel data regression models are employed to test the relative and incremental information content of EVA and other audited accounting-based measures. Relative information content tests reveal that NOPAT and OCF appear to be more value-relevant than EVA in explaining the market value of Indian companies. It was also found that ROA is more closely associated with stock market returns than EVA. Additionally, incremental information content tests suggest that EVA underperforms in comparison with NOPAT and OCF in analysing market value added. It was also found that EVA does not add any incremental information content to that provided by ROA and ROE accounting measures in explaining stock returns. Overall, the findings do not support the purported superiority of EVA to established accounting variables in association with market value or stock market returns of the firm. It is concluded that non-financial variables such as research and development, customer satisfaction, internal business process efficiency, innovation, employee satisfaction, CSR, product quality apart from financial variables drive market value and should be considered by investors in developing their investment strategies
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Wathanga, Joshua, Professor George O. K’Aol, and Dr Joseph K. Ngugi. "EFFECT OF COMPREHENSIVE STRATEGIC DECISION-MAKING AND LONG-TERM ORIENTATION ON THE ORGANIZATIONAL PERFORMANCE OF DAIRY CO-OPERATIVES IN KENYA." Human Resource and Leadership Journal 2, no. 3 (October 13, 2017): 26. http://dx.doi.org/10.47941/hrlj.202.
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Purpose: The purpose of this study was to investigate the effect of comprehensive strategic decision-making and long-term orientation on the organizational performance of dairy co-operatives in Kenya.Methodology: The study adopted the positivist research philosophy and descriptive correlational research design. The population of the study consisted of 198 executive directors/managers of active dairy co-operatives in eight counties in the Mt. Kenya region. A sample size of 184 was drawn using stratified random sampling, and data was collected using self-administered questionnaires. The data was then analyzed using descriptive statistics of frequency, mean, and standard deviation. Additionally, inferential data analysis methods of Pearson’s correlation, ANOVA, and multiple linear regression were used to test the hypotheses.Results: The multiple linear regression results indicated that long-term orientation significantly predicted revenue per customer, b = 9.85, t(141) = 3.35, p <.05 and product innovation, b = 1.56, t(141) = 1.43, p < .05. It was also found that revenue per customer explained 49.7% of the variance, (R2 = .497, F(5, 125) = 13.27, p < .05, while ROA explained 29.4 %, (R2 = .294, F(5, 123) = 9.06, p < .05. Product innovation explained 41.2% of the variance, (R2 = 0.412, F(9, 120) = 9.35, p < .05. In relation to the moderating variable, the regression results revealed that market orientation significantly predicted revenue per customer, b = 1.64, t(141) = 7.66, p < .05; ROA, b = 2.14, t(141) = 3.35, p < .05; and product innovation, b =1.89, t(141) = .53, p < .05. It was also found that revenue per customer explained 49.7% of the variance, (R2 = .497, F(5, 125) =13.27, p < .05, while ROA explained 29.4 %, and product innovation explained 41.2%. However, the results showed that market orientation did not significantly moderate the relationship between corporate governance and organizational performance. Comprehensive strategic decision-making was not significant in explaining revenue per customer, ROA, and product innovation.Unique contribution to theory, practice and policy: While previous studies on corporate governance of co-operatives have relied largely on agency theory and shareholder wealth maximization, this study was based on stewardship theory to show its effect on the organizational performance of dairy co-operatives. The inclusion of market orientation as a moderating variable is of great interest to academia in establishing a better link between corporate governance of co-operatives and similar agricultural enterprises, and their performance. The co-operative sector, other social enterprises and the government of Kenya will benefit from this study as its results can help identify the areas for governance policy development as well as regulatory legislation needed by the sector so as to improve dairy farming for the farmers and the national economy as a whole.
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Tifferet, Sigal, Niv Rosenblit, and Maya Shalev. "Promoting sustainability in a college café by opposite-sex cashiers." International Journal of Sustainability in Higher Education 18, no. 7 (November 6, 2017): 1279–90. http://dx.doi.org/10.1108/ijshe-01-2016-0013.
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Purpose People engage in green consumption for many reasons, both conscious and unconscious. This paper aims to draw on evolutionary psychology to propose that hard-wired mating strategies encourage both men and women to increase their green consumption in the presence of members of the opposite sex. Design/methodology/approach Observations were conducted on 324 students who purchased cold drinks in disposable cups from a college café. The students were offered the choice of adding 20 cents to their purchase for a bio-degradable cup. Findings Overall, 160 students agreed to pay the premium for a bio-degradable cup, with green purchases 46 per cent higher among women and 61 per cent higher among men when facing a cashier of the opposite sex. Originality/value The findings suggest that the activation of mating cues prompts students to display prosocial, altruistic behavior and/or to engage in conspicuous consumption (i.e. agreeing to pay more for the sustainable product). The study was conducted in the field using naïve participants and demonstrates the application of evolutionary psychology to green marketing. It also adds to what is a surprisingly small literature on the effect of employee–customer gender mismatch.
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Brockbank, Wayne, Dave Ulrich, David G. Kryscynski, and Michael Ulrich. "The future of HR and information capability." Strategic HR Review 17, no. 1 (February 12, 2018): 3–10. http://dx.doi.org/10.1108/shr-11-2017-0080.
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Purpose The purpose of this paper is to examine the impact that HR departments have on alternative stakeholders when they focus on improving the organization’s information capability instead of focusing their information agenda on human resource (HR) departmental activities. Design/methodology/approach The findings are based on the 2016 offering of the HR Competency study that is sponsored by the Ross School of Business at the University of Michigan and the RBL Group. The data set consists of over 36,000 respondents from around the world. Data were gathered through a 360 methodology that includes self-ratings and HR and non-HR associate ratings. Findings The findings show that HR’s involvement in leveraging business information has more impact than any other HR department activity on creating value for key external stakeholders. When controlling for other HR activities, the analysis shows that 77.4 per cent of HR total impact on customer value and 55.6 per cent of shareholder value occurs through HR’s involvement in information management. This impact occurs as HR departments contribute to identifying important external information (including customer and competitive information), importing important external information into the firm, analyzing information through both quantitative and qualitative algorithms, disseminating key facts and findings throughout the firm and ensuring the full utilization of information in decision making. The authors provide examples of how HR departments in leading companies are contributing to each of these phases of organization information management. Originality/value These findings have potentially important implications for how HR professionals add value to their key stakeholders. It suggests that HR departments will add greater value to their firms as they shift the focus of their information agenda from application to internal HR processes and practices to creating competitive advantage through organization-wide information management capability.
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Zainullin, S. B., and O. A. Zainullina. "Corporate culture as a driver of the corporate security of foreign military-industrial enterprises." National Interests: Priorities and Security 16, no. 12 (December 15, 2020): 2363–80. http://dx.doi.org/10.24891/ni.16.12.2363.
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Subject. The military-industrial complex is one of the core industries in any economy. It ensures both the economic and global security of the State. However, the economic security of MIC enterprises strongly depends on the State and other stakeholders. Objectives. We examine key factors of corporate culture in terms of theoretical and practical aspects. The article identifies the best implementation of corporate culture that has a positive effect on the corporate security in the MIC of the USA, the United Kingdom, the European Union, Japan ans China. Methods. The study employs dialectical method of research, combines the historical and logic unity, structural analysis, traditional techniques of economic analysis and synthesis. Results. We performed the comparative analysis of corporate culture models and examined how they are used by the MIC corporations with respect to international distinctions. Conclusions and Relevance. The State is the main stakeholder of the MIC corporations, since it acts as the core customer represented by the military department. It regulates and controls operations. The State is often a major shareholder of such corporations. Employees are also important stakeholders. Hence, trying to satisfy stakeholders' needs by developing the corporate culture, corporations mitigate their key risks and enhance their corporate security.
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Shrestha, Sulochana, Niranjan Devkota, Udaya Raj Paudel, Udbodh Bhandari, and Seeprata Parajuli. "Bankers' Communication Know-how: An Analysis from Commercial Banks of Kathmandu valley." Quest Journal of Management and Social Sciences 2, no. 1 (May 19, 2020): 66–80. http://dx.doi.org/10.3126/qjmss.v2i1.29023.
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Background: In the modern era, communication has changed the way of working styles, banking sectors are practicing banking communication in order to make work easier, faster, comfortable and accurate. Banking communication plays the role of mediator in between bank, customer, government, shareholder, suppliers, client, board of directors and employees which strengthen connection between them. Therefore, banker's experience on banking communication enhances banking system, employee's behavior and core banking service facilities management.
Objective: This study analyses socio demographic, financial service management, human resource management, corporate influence, organizational regulator, communication culture, responsiveness, organizational culture, e-banking service facilities, organizational functioning and communication encounters.
Methodology: This study is based on exploratory research design showing causal relationship between latent and observed variables. The research prepares systematic questionnaire to interview respondents where 355 employees are interviewed by using purposive sampling technique. The result is based on descriptive analysis and Awareness Index.
Results: The Employees Awareness Index depicts 12% of employees are inadequately aware about banking communication followed by 46% of employees are moderately aware and 37% of employees are adequately aware about banking communication.
Conclusion: This study revealed that, in order to improve banking system, the bank should focus on financial service management and organizational regulator. For smooth control on employee's behavior bank should concentrate on communication culture, responsiveness and organizational culture. Similarly, core banking service facilities management should overview on e-banking service facilities.
Originality: This paper is original and not published anywhere else.
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Li, Dongwei, Han Lin, and Ya-wen Yang. "Does the stakeholders – corporate social responsibility (CSR) relationship exist in emerging countries? Evidence from China." Social Responsibility Journal 12, no. 1 (March 7, 2016): 147–66. http://dx.doi.org/10.1108/srj-01-2015-0018.
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Purpose – This study aims to examine whether the association between stakeholders and corporate social responsibility (CSR) documented in developed countries exists in China. Design/methodology/approach – This study tests the hypothesis and examines the impact of the central government, political connection, shareholders, customers, suppliers, employees and foreign investors on CSR practices by estimating the ordinary least squares regressions. Findings – Using the CSR indexes developed by the Chinese Academy of Social Science (CASS), this study finds that the central government, supplier concentration and foreign investors are positively associated with CSR, whereas shareholder concentration and customer concentration are negatively associated with CSR in China. Inconsistent with findings documented in developed countries, the result indicates that employee power is not associated with CSR. Originality/value – This paper extends prior research by including stakeholders, such as government and foreign investors, who have a unique impact on CSR activities in emerging markets in addition to other stakeholders. The findings have implications in other countries where state ownership is also prevalent (Claessens et al., 2000; Faccio and Lang, 2002). While the issue of CSR has attracted growing research interest in recent years, most empirical results are based on the US data. This paper contributes to the empirical CSR research by examining determinants of CSR in an emerging market. Interestingly, some of the findings are contrary to those documented in developed countries. The contradiction suggests the danger in generalizing CSR–stakeholder research findings in developed countries to emerging economies.
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Oe, Hiroko, and Yasuyuki Yamaoka. "Consumer perceptions of corporate social responsibility and its relationship with consumer behaviour: Scale development and validation in an emerging market context." Journal of Customer Behaviour 19, no. 3 (November 30, 2020): 202–25. http://dx.doi.org/10.1362/147539220x16003502334208.
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This study aims to develop a conceptual framework on consumers' perceptions of corporate social responsibility (CPCSR) and the impacts of this on three types of consumer behaviour: company evaluation, company identification, and purchase intention. A quantitative method was applied in this study. Structural equation modelling was performed on 401 samples attained from a survey conducted in Turkey to verify the proposed analytical model, with seven dimensions of CPCSR and three dimensions of consumer behaviour based on the perceptions of corporate social responsibility (CSR).<br/> The dimensions of the model are all validated with Turkish consumers' perceptions. The results indicate that CPCSR can be explained and validated by the following seven dimensions: employee, customer, environment, community, societal, supplier, and shareholder factors. It is also validated that consumer behaviour in response to CPCSR can be measured by three dimensions: company evaluation, company identification, and purchase intention. As a holistic model, the proposed framework has been approved with the Turkish consumers' dataset. However, it has been found that CPCSR does not have a big impact on consumers' behaviour; the results of this study show that CPCSR has a weaker impact on consumers' CSR behaviour.<br/> While investigation into issues of CSR in emerging markets is essential for twenty-first-century business ethics, the research theme of this study is how to support and guide consumers to be more proactive and responsive to CSR concepts. The validated and proposed model with practical dimensions can assist businesses to assess CPCSR relative to its impact on consumer behaviour.
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Gummerus, Johanna, Jacob Mickelsson, Jakob Trischler, Tuomas Härkönen, and Christian Grönroos. "ActS – Service design based on human activity sets." Journal of Service Management 32, no. 6 (July 19, 2021): 28–54. http://dx.doi.org/10.1108/josm-09-2019-0275.
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PurposeThis paper aims to develop and apply a service design method that allows for stronger recognition and integration of human activities into the front-end stages of the service design process.Design/methodology/approachFollowing a discussion of different service design perspectives and activity theory, the paper develops a method called activity-set mapping (ActS). ActS is applied to an exploratory service design project to demonstrate its use.FindingsThree broad perspectives on service design are suggested: (1) the dyadic interaction, (2) the systemic interaction and (3) the customer activity perspectives. The ActS method draws on the latter perspective and focuses on the study of human activity sets. The application of ActS shows that the method can help identify and visualize sets of activities.Research limitations/implicationsThe ActS method opens new avenues for service design by zooming in on the micro level and capturing the set of activities linked to a desired goal achievement. However, the method is limited to activities reported by research participants and may exclude unconscious activities. Further research is needed to validate and refine the method.Practical implicationsThe ActS method will help service designers explore activities in which humans engage to achieve a desired goal/end state.Originality/valueThe concept of “human activity set” is new to service research and opens analytical opportunities for service design. The ActS method contributes a visualization tool for identifying activity sets and uncovering the benefits, sacrifices and frequency of activities.
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Otieno, Linda Faith, and Prof Martin Ogutu. "PERCEPTIONS OF CO-OPERATIVE INSURANCE GROUP MANAGERS TOWARDS STRATEGIC ALLIANCES AND COMPETITIVE ADVANTAGE." Journal of Business and Strategic Management 2, no. 3 (March 31, 2017): 29. http://dx.doi.org/10.47941/jbsm.147.
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Purpose: The Study sought to determine the perceptions of co-operative insurance group managers towards strategic alliances and competitive advantageMethodology: A survey research design was used in this study. The study populations are all Headquarter office managers of the Co-operative Insurance group of Kenya. The respondents were twenty three heads of departments for the various subsidiaries of CIC insurance group. The collected data was analyzed using quantitative procedures. Quantitative data was analyzed using descriptive statistics and inferential statistics.Results: Results indicate that strategic alliance has led to Large market share, Huge profitability, Enhanced and stronger customer loyalty, Strong technological capability, Superior Portfolio of products, Stronger financial capability, Stronger, solid anchor shareholder base, Strong distribution network, Stronger supplier loyalty, Stronger brand name ,Modern technological infrastructure, Stronger capital base and Stronger and wider interconnected branch Network. Results also indicated that female rated highly that various strategic alliances has led to competitive advantage compared to males. Results also revealed that those respondents who were above 50 years of age rated strategic competitive advantage perceptions highly compared to respondents aged between 18-30 years and 31-50 years. Result findings revealed that those respondents who had long experience in the company rated strategic competitive advantage perceptions highly compared to respondents who had less experience. The findings indicate that the ability to form and manage strategic alliances more effectively than competitors can become an important source of competitive advantage.Unique contribution to theory, practice and policy: The study recommends that Managers at CIC Group can use the results to craft strategies on which areas to improve and which areas to excel at. It is also suggested that since the managerial perceptions were that formation of strategic alliances have brought about competitive advantages, it may be important to consider investing in the area of strategic alliances with a hope of building and enjoying further competitive advantages.
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Siahaan, Selastri Niati, Putri Dwi Cahyani, and Henny Welsa. "PENGARUH FASHION INVOLVEMENT DAN SHOPPING LIFESTYLE TERHADAP IMPULSE BUYING MELALUI POSITIVE E-MOTION SEBAGAI VARIABEL INTERVENING." Stability: Journal of Management and Business 4, no. 1 (July 29, 2021): 1–14. http://dx.doi.org/10.26877/sta.v4i1.7866.
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Impulse Buying merupakan perilaku membeli yang tidak disadari karena adanya pertimbangan unyuk membeli yang terjadi sebelum memasuki toko. Metode kuantitatif digunakan dalam penelitian ini dengan sampel dalam studi ini yaitu pelanggan Outlet Biru Yogyakarta sebanyak 100 responden. Teknik pengumpulan data menggunakan kuesioner skala likert. Teknik analisis yang digunakan yaitu dengan sobel test untuk mengetahui apakah ada hubungan melalui variabel mediasi yang memiliki kekuatan signifikan memediator dalam hubungan tersebut. Hasil penelitian membuktikan bahwa Fashion Involvement berpengaruh positif dan signifikan terhadap variabel Positive Emotion, variabel Shopping Lifestyle berpengaruh positif dan signifikan terhadap variabel Positive Emotion, variabel Positive Emotion tidak berpengaruh positif secara signifikan terhadap variabel Impulse Buying, variabel Fashion Involvement berpengaruh positif dan signifikan terhadap variabel Impulse Buying, variabel Shopping Lifestyle berpengaruh positif dan signifikan terhadap Impulse Buying.AbstractImpulse Buying is unconscious buying behavior because of the consideration or purchase intention that was formed before entering the store. The quantitative method used in this study with the sample in this study, namely the customer of Outlet Biru Yogyakarta as many as 100 respondents. The data collection technique used a Likert scale questionnaire. The analysis technique used is the sobel test to determine whether there is a relationship through the mediating variable which has a significant power to mediate in the relationship. The results of the study prove that Fashion Involvement has a positive and significant effect on the Positive Emotion variable, the Shopping Lifestyle variable has a positive and significant effect on the Positive Emotion variable, the Positive Emotion variable does not have a significant positive effect on the Impulse Buying variable, the Fashion Involvement variable has a positive and significant effect on the Impulse Buying variable, the Shopping Lifestyle variable has a positive and significant effect on the Impulse Buying variable.Keywords:Fashion Involvement; Impulse Buying; Positive Emotion; Shopping Lifestyle
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Holbeche, Linda Susan. "Organisational effectiveness and agility." Journal of Organizational Effectiveness: People and Performance 5, no. 4 (December 3, 2018): 302–13. http://dx.doi.org/10.1108/joepp-07-2018-0044.
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Purpose The purpose of this paper is to encourage innovation in our thinking about future organisation effectiveness. It is premised on the argument that the neo-liberal context that has dominated much of our thinking over the last 40 years is under pressure, with increasing polarisation and questioning about globalisation, and concern over our neglect of ethics and the environment. This questioning of business and society, and the development of digitisation in particular, will impact the way we should study organisation effectiveness. Notions such as flexibility, talent and organisation agility are themselves embedded in this macro context and in need of revision. Design/methodology/approach The paper takes our notions of agility and resilience, and breaks them down into their related components of change. The notion of agility – defined as the capacity to respond, adapt quickly and thrive in the changing environment – can be captured through five key components of future focus, customer-collaboration, iteration, experimentation and empowerment. Such a notion of agility must come hand in hand with resilience, and its related concepts of involvement, shared purpose, renewal, learning, risk management, networks and engagement. Findings We are moving beyond a search for greater flexibility at greater speed, towards a search for organisational agility itself. The dominant model of focussing on “hard” output measures (such as productivity, financial results and shareholder value) and enablement through internal alignment is being brought into question, as is the role of the HR discipline. Definitions of organisation effectiveness will need a stronger focus on the “means” to a different set of “ends”. The changes in the means are fundamental. Constructs such as agile structures will mean changes in work processes, structures, skills requirements, management practices, technological elements and cultural practices. Practical implications Despite many pressures for change, shareholder value thinking and related practices still appear to prevail. The traditional long-term employee value propositions that are derived from these practices are ill-matched with current employee desires for self-management of data, fair pay and opportunities for development, and more accessible styles of management and leadership. We should however expect different outcomes for the three different employee segments of elite and high-skilled employees, a squeezed middle of white collar and professional staff, and low-skilled workers. Originality/value The paper captures recent questioning about the role and purpose of business in the neo-liberal economy and uses it to highlight some of the tensions; consequently, this affects the way we think about organisation effectiveness. By deconstructing the discussion of concepts such as agility and resilience, it focusses the research and practice agenda on some of the necessary means that have recently been neglected in much of the organisational effectiveness literature.
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Chahine, Salim, and Naresh K. Malhotra. "Impact of social media strategies on stock price: the case of Twitter." European Journal of Marketing 52, no. 7/8 (July 9, 2018): 1526–49. http://dx.doi.org/10.1108/ejm-10-2017-0718.
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Purpose Social media have recently become an important strategic marketing tool to increase firm value. Based on an integrated theoretical framework, this study aims to examine the market reaction at the time of the creation of a Twitter platform for 312 firms from the Fortune 500 firms. Design/methodology/approach To test the hypotheses related to the effect of social media platforms on firm value, the event history analysis (EHA) was used, also known as event study, usually designed to examine the impact of a historical phenomenon for the US Fortune 500 firms that developed a Twitter platform. Findings A significant market reaction was found around the starting date of Twitter activities for the subsample of firms that are not contaminated by any other corporate announcements, but not for the overall sample. The market reaction is higher for firms with two-way interaction strategies rather than one-way messaging in both the uncontaminated subsample and the overall sample. It is higher in smaller firms, firms with losses and those with a family and/or a dominant shareholder. Further, firms in the contaminated subsample are likely to follow a two-way strategy after a positive revision of their earnings per share. We have run several robustness checks, including cross-validation on a holdout sample, and these findings remain consistent. Research limitations/implications The integrated theoretical framework is another significant contribution. To our knowledge, this is the first study across disciplines that integrates the social exchange theory (SET), social representation theory (SRT), social network analysis (SNA), social identity theory (SIT), signaling theory (ST) and the impression management theory (IMT) into one framework that is built around information as a resource and social interaction. Practical implications The results suggest that Twitter can be used to add value if firms interact and reciprocate with the various stakeholders. Social implications Firms using social media must interact and reciprocate with the various stakeholders. Originality/value This research is different than the published research on this topic in that it examines the impact on stock prices of the introduction of a specific social media platform, i.e. Twitter. The present results of the paper add to the prior research on database marketing and show that marketing “with” the customer is adding more value than marketing “to” the customer. The use of the net extends the scope of database marketing into a certain form of interaction marketing with “face-to-face” interaction within the relationships between the firm and its customers. Finally, the conditions under which social media platforms are used in an interactive manner are shown, and depicts that firms are more likely to use a two-way interactive strategy following a one-year period of positive momentum.
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Агамирова, Екатерина, Ekaterina Agamirova, Елизавета Агамирова, and Elizaveta Agamirova. "Creating artificial motivation for forming client flows in tourism regions Actual issues of professional training in tourism and service in Russia and abroad." Universities for Tourism and Service Association Bulletin 9, no. 1 (March 10, 2015): 60–68. http://dx.doi.org/10.12737/7944.
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The article summarizes the experience of technology to create artificial motivations for the formation of client flows in the context of solving problems: 1) the development of areas with a weak tourism and recreational potential; 2) extending the life cycle of tourist products; 3) management of client flows. In this paper the concept of artificial motivation is examined in three aspects: from the point of view of psychology, economics and marketing. In particular, the marketing aspects of the concept of artificial motivation are considered in the context of the region´s attractiveness as a tourist destination. As the main purposes of marketing highlighted are formation, maintenance or alteration of customer behavior in relation to a particular locality, region or country as a whole. Territory in which distribution occurs is treated as a set of opportunities for implementation of the different needs of tourists. If the tourist-recreational opportunities (resources) of the territory are limited, great importance is placed on artificial creation of motives for travelling.
The article focuses on the description of the main approaches to the creation of artificial motivation at different stages of the life cycle of tourist products; examined are the key factors for creating an artificial incentive to intensify visits to tourist areas; highlighted are the psychological mechanisms of motivation formation, as well as major stimulants, such as: fashion, prestige, imitation authoritative personalities, creating a legend. The study highlights two main ways of solving the problem of formation of artificial motivations: first, due to the existence of unconscious needs and / or the lack of motive on the part of potential consumers of travel services; the second is related to the perceived needs and
motivation of the consumer directed at another tourist attraction. The study describes in detail different possibilities of creating artificial motivations at different stages of the life cycle of the tourist product. The article cites numerous examples of artificial motivation in tourism.
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Cohanier, Bruno. "What qualitative research can tell us about performance management systems." Qualitative Research in Accounting & Management 11, no. 4 (November 11, 2014): 380–415. http://dx.doi.org/10.1108/qram-06-2013-0023.
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Purpose – This paper aims to focus on the use of qualitative research methods to gain a better understanding of the performance management system (PMS) of one of the largest retailers in North America. The motivation for the research was to assess whether the PMS at one of the world’s largest retail companies was congruent with the most recent thinking and research in the management accounting literature. Design/methodology/approach – Using open-ended interviews, the paper seeks to develop relevant hypotheses emerging from the dimensions of the Strauss and Corbin’s qualitative research methodology (1998). A qualitative methodology was used because it provides a structured approach and analytical techniques that can build upon existing theory and literature. Findings – The qualitative evidence collected during the course of the research indicates that financial measures were predominantly used by the company in its PMS, and that this reliance on financial measures may be an artifact of the industry in which the company operates. The retail industry is highly competitive, and it is very sensitive to changes in customer tastes and behavior, as well as shareholder and financial market pressures. In addition to financial measures, it was found that operational management developed certain non-financial performance measures and that this development may have been a response by operational managers to wider stakeholder pressures and external influences. However, these performance measures appear to be not fully integrated in the PMS and are therefore de-coupled and relatively unimportant in, or entirely absent from, top-level decision-making. Research limitations and implications – The conclusions of the paper provide support for the concepts of isomorphism and de-coupling as found in the literature of new institutional theory. Originality/value – The case study approach has enabled to explore and gain further understanding of management accounting practices, particularly performance measurement and management, in their natural setting. Strauss and Corbin’s (1998) grounded theory methodology was adopted because it provides a structured set of analytical steps and systematic analytical techniques for handling and interpreting data and theory building.
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Srinivasan, Suresh, Mahima Gupta, and Vaidyanathan Jayaraman. "Deconstructing corporate value creation: evidence from Indian Information Technology enabled Service (ITeS) companies." Benchmarking: An International Journal ahead-of-print, ahead-of-print (March 16, 2021). http://dx.doi.org/10.1108/bij-10-2020-0553.
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PurposeTo explore building blocks of corporate value creation that can be effectively assembled by practicing managers to deconstruct corporate value creation into distinctive models (customer value creation and shareholder value creation) and stages (resource assembly and capability leverage) in the Indian Information Technology enabled Service (ITeS) industry for exploring efficiency differentials between large Indian ITeS companies.Design/methodology/approachData envelopment analysis (DEA) technique has been used to uncover efficiency differentials in large Indian ITeS companies that represent 90% of all the ITeS companies listed in the Indian stock market and 13.9% of all companies listed in the Indian stock market, across industries.FindingsThis paper documents a nuanced understanding of interrelationships among activities that influence corporate value creation and comprehensively highlight those dominant activities that contribute to corporate value creation in an ITeS industry setting. The study demonstrates as to how companies can become more efficient in such crucial value creating components that result in superior corporate value. The explicating methodology proposed in this study can be handy for managers and can be extrapolated to other industry and national settings as well.Practical implicationsDeconstructing corporate value creation into granular models, customer value creation and shareholder value creation and further into two stages, being assembling resources to create capabilities and leveraging such capabilities to deliver value, this study provides hands-on value for managers in ITeS companies to create value.Originality/valueFusing the value creation and appropriation (VCA) framework, the resource-based view (RBV) and its extensions, this paper builds a robust theoretical model specification that is empirically tested.
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Obioha, Olubunmi O., and Ajay K. Garg. "Corporate governance practices’ influence on customer loyalty in Nigerian retail banks." Acta Commercii 18, no. 1 (July 17, 2018). http://dx.doi.org/10.4102/ac.v18i1.549.
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Orientation: Customer loyalty is crucial in the retail banking sector, given the increasing competition within the industry and from emerging non-traditional players.Research purpose: This study sought to establish the influence of corporate governance practices on customer loyalty in Nigerian retail banks.Motivation for the study: Conducting a study of this nature highlights how corporate governance practices contribute to customer loyalty in the retail banking sector of Nigeria as a developing country in Africa.Research design, approach and method: Premised on relationship marketing and stakeholder theoretical orientations, the study used a sample of 424 bank customers scientifically selected from eight commercial banks identified within Ibadan Metropolis, Nigeria. A six-construct survey instrument was used to collect relevant data. Partial least square structural equation modelling (PLS-SEM) version 3 was utilised to ascertain the interaction between customer loyalty and corporate governance practices domains.Main findings: The result of the PLS-SEM model established that all corporate governance practices had a positive effect on customer loyalty at a very significant level (p < 0.01), except transparency and disclosure, which had an inverse relationship and effect on customer loyalty, though at a non-significant level (β = -0.005, p = 0.93). Presence of competent bank management had the highest positive influence on customer loyalty.Practical/managerial implications: The findings of this study will be useful for bank management and role players in the financial and other service sectors on the importance of good corporate governance and specific attributes of the identified corporate governance that are critical for business success.Contribution/value-add: This study was able to identify corporate governance practices from customers’ perspective, which is a departure from the traditional shareholder perspective in business studies. It has advanced the relatively known terrain in corporate governance and business literature by opening up new debates on the relevance of corporate leadership beyond the confines of the boardroom.
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LU, WANG, LI YANXI, and LI XIAOCHONG. "CORPORATE SOCIAL RESPONSIBILITY DISCLOSURE, MEDIA COVERAGE AND FINANCIAL PERFORMANCE: AN EMPIRICAL ANALYSIS IN THE CHINESE CONTEXT." Singapore Economic Review, September 5, 2020, 1–18. http://dx.doi.org/10.1142/s0217590820500423.
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Incorporating instrumental views of corporate social responsibility (CSR), this paper analyzes CSR in the Chinese context to reveal the media-based mechanism, which clarifies how corporate social responsibility disclosure (CSRD) generates shareholder value. Our results show that firms with better CSRD attract more attention in the media, and high CSRD is positively related to corporate financial performance (CFP), partially mediated by the media coverage. With further investigation, we find that the mediating effect of media coverage is significant only in customer-sensitive industries. This study implies that the strategic use of CSRD to create economic benefits for firms may be of value to managers and investors who desire to understand the effect of CSR and media coverage on firm financial performance.
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Fendt, Jacqueline. "Pre- And Post-Enron Learnings On Learning In M&A Environments - A Qualitative Study In Preparation Of A Dissertation On The Influence Of Management Andragogy On Executives Ability To Successfully Manage M&As." International Business & Economics Research Journal (IBER) 2, no. 4 (February 25, 2011). http://dx.doi.org/10.19030/iber.v2i4.3790.
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In a global economy characterized by convergence and consolidation, by shareholder pressure, by the war for talent, for knowledge and for customer bondage, Merger and Acquisition transactions (M&As) are seen as a fast, efficient and spectacular way to innovate. M&As are therefore a frequently used strategic tool for corporate development. However, as of now, more than 75% of all M&As fail to meet objectives and 50% even destroy shareholder value.M&As often fail due to poor leadership. Therefore M&As seem to require particular leadership and management competencies, namely the ability to lead through and manage transitions in which the manager him/herself maybe transitional (Sahl 1998). Management Andragogy, the self-directed, incentive-driven, intercultural interdisciplinary management training that builds on executives experience is known to develop managers leadership and management ability.In preparation of a dissertation on the influence of management andragogy on executives ability to successfully manage M&As this qualitative exploratory study investigates in the success and failure factors of M&As, the reasons for failures and success and the management and leadership competencies favoring success, It also looks at what skills need to be developed to achieve M&A success and explores how to develop them. The study was done before the Enron and WorldCom collapses and the Arthur Andersen failures had shaken the business community. In order to test the impact of these incidents on the investigated subject the author decided to return to the interviewees right after the WorldCom debacle to ask them the same questions again.
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Grandhi, Balakrishna, Nitin Patwa, and Kashaf Saleem. "Data-driven marketing for growth and profitability." EuroMed Journal of Business ahead-of-print, ahead-of-print (September 23, 2020). http://dx.doi.org/10.1108/emjb-09-2018-0054.
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PurposeIn the current business environment, more uncertain than ever before, understanding consumer behavior is an integral part of an organization's strategic planning and execution process. It is the key driver for becoming a market leader. Therefore, it is important that all processes in business are customer centric. Marketers need to harness big data by engaging in data driven-marketing (DDM) to help organizations choose the “right” customers, to “keep” and “grow” them and to sustain “growth” and “profitability”. This research examines DDM adoption practices and how companies can aim to enhance shareholder value by bringing about “customer centricity”.Design/methodology/approachAn online survey conducted in 2016 received 180 responses from junior, middle and senior executives. Of the total responses, 26% were from senior management, 39% from middle management and the remaining 35% from junior management. Industries represented in the survey included retail, BFSI, healthcare and government, automobile, telecommunication, transport and logistics and IT. Other industries represented were aviation, marketing research and consulting, hospitality, advertising and media and human resource.FindingsSuccess of DDM depends upon how well an organization embraces the practice. The first and foremost indicator of an organization's commitment is the extent of resources invested for DDM. Respondents were divided into four categories; Laggards, Dabblers, Contenders and Leaders based on their “current level of investments” and “willingness to enhance investments” soon.Research limitations/implicationsWith storming digital age and the development of analytics, the process of decision-making has gained significant importance. Judgment and intuition too are critical to the process. Choosing an appropriate action cannot be done strictly on a rational basis.Practical implicationsThe results of the study offer interesting implications for managing the growing sea of data. An iterative and incremental approach is the need of the hour, even if it has to start with baby steps, to invest in and reap the fruits of DDM. The intention to use any system is always dependent on two primary belief factors: perceived usefulness and perceived ease of use; however, attitudes and social factors are equally important.Originality/valueThere is a dearth of knowledge with regards to who is and is not adopting DDM, and how best big data can be harnessed for enhancing effectiveness and efficiency of marketing budget. It is, therefore, imperative to build a knowledge base on DDM practices, challenges and opportunities. Better use of data can help companies enhance shareholder value by bringing about “customer centricity”.
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"An Empirical Insight on Effects of Constituent Derivatives of Intellectual Capital on Pharmaceutical Distribution SMEs Performance in KPK - Pakistan." Pakistan Journal of Humanities and Social Sciences Research 3, no. 2 (December 30, 2020): 85–100. http://dx.doi.org/10.37605/pjhssr.v3i2.86.
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Intellectual capital is related to as well documented knowledge (e.g. drawings, manuals, models, etc.) as intangible resources such as traditions, experiences, conscious knowledge, unconscious knowledge and tacit knowledge. Literature emphasize firms that to get competitive advantages; they must give much focus to their knowledge assets known as intellectual capital (IC). However, the literature gives limited information on relative importance of different key/constituent components/ingredients of IC. Further, published empirical studies results are from the western world while in-depth explorations from the developing world/countries are lacking. Therefore, this study presents key components/ingredients of intellectual capital found in pharmaceutical SMEs in Pakistan. The data was collected from 225 registered distribution pharmaceutical SMEs operating/working in the province of Khyber Pakhtunkhwa. The empirical analysis showed that human and spiritual capital was regarded to have significantly positive effects and that customer, structural, social and technological capitals showed to have low effects in this industrial sector, which was an astonishing result. Some explanations of that are given in the paper.
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Munjal, Parul, and Deergha Sharma. "Determining the managerial perception on triple bottom line performance." Journal of Financial Reporting and Accounting ahead-of-print, ahead-of-print (August 28, 2021). http://dx.doi.org/10.1108/jfra-03-2021-0084.
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Purpose The purpose of this paper is to determine managerial perception on social and environmental performance and its effect on financial performance in the Indian banking industry. In addition, the study tests moderating role of gender and experience of bank managers in influencing the association between the constructs. Design/methodology/approach The empirical study is conducted using survey methodology. Responses were collected from 182 bank managers covering the private sector, public sector, foreign, regional rural and cooperative banks. Structural equation modelling technique was used to test hypothesized relationships between the constructs using Smart partial least squares software (3.3.2 version). Findings Results of the study endorse the stakeholder perspective. Bank managers perceive that involvement in socially responsible practices strengthens the relationship between stakeholders and banks, which eventually improves financial performance. Conversely, results indicate that environmental practices by banks do not influence financial performance, thereby sustaining shareholder perspective. Further, results suggest that gender and experience of bank managers are not effective moderators in determining the relationship between the constructs. Practical implications Findings would be valuable for investors to better assimilate social and environmental performance along with its effect on the financial performance of banks. The study would also facilitate policymakers and regulators to outline pertinent policies and rules to uphold financial strength and integrity in the banking industry. Further, bank managers’ perception would have a marked influence on customers’ understanding of social and environmental activities that might shape customer satisfaction, trust, engagement and loyalty. Originality/value The study underscores the eminence of endorsing socially responsible practices in the banks. This would facilitate in improving the sustainability in the Indian banking industry.
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Dinc, Yusuf, and Rumeysa Bilgin. "The effect of the number of bank relationships on firm leverage: high-risk shift and the curse of mainstream banks." International Journal of Islamic and Middle Eastern Finance and Management ahead-of-print, ahead-of-print (September 20, 2021). http://dx.doi.org/10.1108/imefm-09-2020-0479.
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Purpose Firms prefer to have more than one bank relationship to secure the flow of funds for their operations, particularly in bank-based economies. On the other hand, banks lean toward expanding their customer base with firms already in the credit market. The purpose of this study is to investigate the effect of the number of bank relationships as a firm-specific determinant of capital structure and to discuss its impact on the banking sector. Design/methodology/approach A two-step system generalized method of the moments estimation method is used in this study. The sample comprises 213 Turkish non-financial, publicly listed firms with a positive shareholder’s value for the 2012–2017 period. Findings The findings show that the number of bank relationships increases the leverage of sample firms while the concentration in the banking sector decreases it. These rather intriguing findings are attributed to an under-the-counter credit policy that causes a high-risk shift and a curse of mainstream banks. Once the mainstream banks allocated credit to the firm, its credibility is consumed by the following banks, which is implied by the significantly negative relationship between bank concentration and firm leverage. This problem is defined as the mainstream bank curse in the study. Originality/value The previous literature focuses on the effects of the number of bank relationships on firm profitability, cost of debt and shareholder wealth. However, its impact on the capital structure has not yet been systematically investigated. To the authors’ knowledge, this is the first study to critically analyze the effect of the number of bank relationships on the capital structure. The findings will be of immense benefit to the banking sector and the regulatory bodies.
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Hilmola, Olli-Pekka, Weidong Li, and Andres Tolli. "Low interest rate environment: inventory management in Finland and Baltic states." International Journal of Productivity and Performance Management ahead-of-print, ahead-of-print (April 29, 2020). http://dx.doi.org/10.1108/ijppm-10-2019-0480.
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PurposeFor decades, it was emphasized that manufacturing and trading companies should aim to be lean with very small inventories. However, in the recent decade, time-significant change has taken place as nearly all of the “old west” countries have now low interest rates. Holding inventories have been beneficial for the sake of customer service and for achieving savings in transportation and fixed ordering costs.Design/methodology/approachIn this study, inventory management change is examined in publicly traded manufacturing and trade companies of Finland and three Baltic states (Estonia, Latvia and Lithuania) during the years 2010–2018.FindingsInventory efficiency has been leveled off or falling in these countries and mostly declining development has concerned small- and medium-sized enterprises (SMEs). It is also found that inventory efficiency is in general lower in SMEs than in larger companies. Two companies sustaining in inventory efficiency are used as an example that lean has still significance, and higher inventories as well as lower inventory efficiency should not be the objective. Two companies show exemplary financial performance as well as shareholder value creation.Research limitations/implicationsWork concerns only four smaller countries, and this limits its generalization power. Research is one illustration what happens to private sector companies under low interest rate policies.Practical implicationsContinuous improvement of inventory efficiency becomes questionable in the light of current research and the low interest rate environment.Originality/valueThis is one of the seminal studies from inventory efficiency as the global financial crisis taken place in 2008–2009 and there is the implementation of low interest rates.
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Abbas, Syed Mudasser, and Zhiqiang Liu. "Orchestrating frugal eco-innovation: the plethora of challenges and diagnostics in lean startups of emerging economies." Innovation & Management Review ahead-of-print, ahead-of-print (June 10, 2021). http://dx.doi.org/10.1108/inmr-11-2020-0171.
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Purpose Sustainable development research assumes that startups, under extreme financial constraints, cannot sacrifice resources now for benefits later without risking their survival. Furthermore, their non-compliance with environmental regulations adds fuel to the fire. This paper aims to explore the challenges faced by startups in resource-scarce economies and the innovative ways of coping with these challenges. Design/methodology/approach The data for the study was collected through 17 semi-structured interviews taken from startup owners and industry experts based in Pakistan and Bangladesh. The transcribed data were coded through NVivo 12 and themes were generated by merging 47 open and 14 axial codes. Findings The findings show that a lack of government support and lack of organisational readiness and motivation significantly affect startups’ frugal eco-innovation. Empirical evidence reveals problems related to the business ecosystem, and internal organisational issues also contribute to challenges faced by startups in attaining a competitive position in the industry. Research limitations/implications The study’s findings suggested leveraging dynamic capabilities can help lean startups in frugal eco-innovation. Furthermore, organisational cohesion, business ecosystem, government regulations and assistantship, organisational mismanagement and market realisation are decisive in startups’ competitive position in emerging economies. Practical implications The findings of the study will result in a higher adoption rate of more competitive business models, and hence, startups’ sustainability. The results would be an effective and efficient deployment of sustainable technological solutions, creating more customer and shareholder value leading to economic growth. Originality/value This research offers a comprehensive analysis of frugal eco-innovative startups by exploring the interplay between different challenges and organisational capabilities. Furthermore, the study contributes to the existing body of knowledge by providing empirical evidence that eco-innovation can be conducted in a resource-constrained environment. This study challenged the scholarly and managerial assumption of the availability of finances as a significant player in eco-innovation. The study also links the Darwin theory of startups to a competitive edge over rivals for startups’ survival.