| 1. |
- Sosa, Juan C., et al.
(author)
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A Construct of META-RELQUAL in Puerto Rican Business Relationships
- 2011
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In: ESIC Market. - Madrid, Spain : Escuela Superior de Gestion Comercial y Marketing. - 0212-1867 .- 1989-3574. ; 140, s. 27-55
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Journal article (peer-reviewed)abstract
- The objective of this study is to examine a construct of META-RELQUAL in Puerto Rican business relationships. The study consists of a sampling frame of the 500 largest companies in Puerto Rico based upon revenue across multiple industries. The response rate was 11%.The analysis yield support to the argument that continuity, trust, coordi- nation, opportunism, commitment, formalization, specific assets, depend- ence, satisfaction and cooperation are separate constructs that play an important role in creating relationship quality in Puerto Rican business relationships.The construct of META-RELQUAL examined appears to be accurate for those Puerto Rican business relationships studied, but only further exami- nation and comparisons will verify its universal application if it is to be seen as a valid and reliable measurement for other countries and their com- panies’ business relationships too. Suggestions for further research are pro- vided.This study is of managerial interest to executives since it provides a frame- work of constructs to be considered in corporate efforts in maintaining sat- isfactory levels of relationship quality in Puerto Rican business relationships. It may also be applicable in other business relationships and countries.This study of the construct of META-RELQUAL makes a contribution to theory since it outlines a higher order-construct and measurement instru- ment for the benefit of other researchers and practitioners in the field. It appears to be the first of its kind in the region of Puerto Rico examining the construct of META-RELQUAL.
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| 2. |
- Svensson, Göran, 1961-, et al.
(author)
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Transformative Business Sustainability : Multi-Layer Model and Network of E-Footprint Sources
- 2011
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In: European Business Review. - Bingley, UK : Emerald Group Publishing Limited. - 0955-534X .- 1758-7107. ; 23:4, s. 334-352
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Journal article (peer-reviewed)abstract
- Purpose: The purpose of this paper is to describe the concept of "transformative business sustainability". "Business sustainability" refers the total effort of a company - including its demand and supply chain network - to reduce the impact on the Earth's life- and eco-systems -, i.e. the total e-footprint. "Transformative" highlights the need for an open minded, dynamic and flexible approach to "business sustainability" not governed by blinkers.Design/methodology/approach: This paper discusses a conceptual development of transformative business sustainability, derived from a frame of reference. The essence is the introduction of a multi-layer model of units (i.e. different businesses or other stakeholders), a network of e-footprint sources and a "recovery pool and redistribution buffer" at the interface.Findings: Transformative business sustainability is both a theoretical and managerial concept. It could also be seen as a roadmap to plan, implement and evaluate business sustainability.Research limitations/implications: Transformative business sustainability provides opportunities for development. Suggestions for further research are presented.Practical implications: E-footprint sources in business, applying an Earth-to-Earth approach, are described. The concept of transformative business sustainability contributes by achieving genuine and continuous business sustainability and awareness at strategic, tactical and operative levels of business, avoiding use of buzzwords and window dressing.Originality/value: Well-being of the planet Earth has to be at the core of business sustainability. The authors contend that the "recovery pool and redistribution buffer" is crucial in the planning, implementation and evaluation of transformative business sustainability.© Emerald Group Publishing Limited.
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| 3. |
- Rindell, Anne, et al.
(author)
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Towards a conceptual foundation of 'Conscientious Corporate Brands'
- 2011
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In: Journal of Brand Management. - Basingstoke : Palgrave Macmillan. - 1350-231X .- 1479-1803. ; 18:9, s. 709-719
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Journal article (peer-reviewed)abstract
- This article develops a conceptual foundation for Conscientious Corporate Brands (CCBs) by exploring the role that (i) environmental and (ii) climate change issues, and that (iii) internal and (iv) external corporate codes of ethics play as dimensions of CCBs. The article's aim is to extend previous research in ethical branding by proposing an empirically grounded conceptual foundation of the conscientious dimension of a corporate brand. The empirical context is based on Nordic business-to-business relationships. © 2011 Macmillan Publishers Ltd.
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| 4. |
- Sværi, Sander, et al.
(author)
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An SOS-Construct of Negative Emotions in Customers’ Service Experience (CSE) and Service Recovery by Firms (SRF)
- 2011
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In: Journal of Services Marketing. - Bingley, United Kingdom : Emerald Group Publishing Limited. - 0887-6045 .- 0887-6045. ; 25:5, s. 323-335
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Journal article (peer-reviewed)abstract
- Purpose: The objective of this paper is to test the validity and reliability of a SOS construct and its dimensions (i.e. self, other and situational) of negative emotions in the context of consumers' service experience (CSE) and the following processes of service recovery by firms (SRF).Design/methodology/approach: A triangular approach was used, based on interviews and a survey in the Norwegian tourism industry. This paper reports the results from the survey consisting of 3,104 customers.Findings: Exploratory and confirmatory factor analyses have been used to examine and test the SOS construct of negative emotions in CSE and SRF. The SOS construct tested has indicated an acceptable fit, validity and reliability.Research limitations/implications: The SOS construct of CSE and SRF may be seen as a seed for future research in refining and extending endeavors of managing critical incidents in CSE and SRF.Practical implications: Strategies to manage CSE and SRF should be aimed at solving the three different SOS dimensions of negative incidents in service encounters, namely those that are caused by the customer, the company, or the situation.Originality/value: The SOS construct brings together, complements and fortifies existing theory and previous research in the context of negative emotions in CSE and SRF.© Emerald Group Publishing Limited
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| 5. |
- Svensson, Göran, 1961-, et al.
(author)
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A Conceptual Framework of Corporate and Business Ethics across Orgainzations : Structures, Processes and Performance
- 2011
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In: Learning Organization. - Bingley, UK : Emerald Group Publishing Limited. - 0969-6474 .- 1758-7905. ; 18:1, s. 21-35
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Journal article (peer-reviewed)abstract
- Purpose: The objective of this paper is to introduce and describe a conceptual framework of corporate and business ethics across organizations in terms of ethical structures, ethical processes and ethical performance. Design/methodology/approach: A framework is outlined and positioned incorporating an ethical frame of reference in the field of organizational chain management.Findings: A number of areas and sub-areas of corporate and business ethics are framed in the context across organizations. Research limitations/implications: The introduced framework should be seen as a seed for further development and refinement. It provides opportunities for further research of ethical concerns across organizations.Practical implications: Organizations may benefit from the findings and insights presented and they may be used to enhance their ability to manage, monitor and evaluate ethical business practices across organizations.Social implications: Changing societal and market patterns may enforce organizations to address ethical concerns across organizations. A myopic approach restricted to the judicial system may become insufficient and unsatisfactory from the perspective of other stakeholders of the organization.Originality/value: The framework makes a contribution bringing in ethical concerns across organizations, providing a basis for their ethical values and culture, as well as asymmetric relationships in terms of power and dependence. The authors believe that a true learning organization needs to realise the importance of an extended view of its endeavors of corporate and business ethics in terms of ethical structures, ethical processes and ethical performance across organizations.© Emerald Group Publishing Limited.
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| 6. |
- Svensson, Göran, 1961-, et al.
(author)
-
A Construct of META-RELQUAL : Measurement Model and Theory Testing
- 2011
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In: Baltic Journal of Management. - Bingley, UK : Emerald Group Publishing Limited. - 1746-5265 .- 1746-5273. ; 6:2, s. 227-244
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Journal article (peer-reviewed)abstract
- Purpose: The purpose of this paper is to test a measurement model of a META-RELQUAL construct. Design/methodology/approach: This study is based upon a survey and random sample of small- and medium-sized companies in Norway. Respondents were contacted by phone and a total of 581 surveys were mailed. In total, 212 surveys were returned generating a response rate of 36.5 percent. Findings: The goodness-of-fit measures of the tested measurement model of the META-RELQUAL construct were all found to be within the recommended guidelines. The recommended guidelines for convergent, discriminant and nomological validity, as well as construct reliability, were all met. It is concluded that the measurement properties of the META-RELQUAL construct applied in Norwegian manufacturer-supplier relationships indicate acceptable validity and reliability. Research limitations/implications: The tested META-RELQUAL construct appears to be accurate for those Norwegian business relationships studied, but only further testing in other companies will verify its universal application if it is to be seen as a valid and reliable measurement for other companies' business relationships too. Suggestions for further research are provided. Practical implications: This study is of managerial interest to executives since it provides a framework of constructs to be considered in corporate efforts in maintaining satisfactory levels of relationship quality in business relationships. Originality/value: The META-RELQUAL construct makes a contribution to theory since it outlines a higher order construct and measurement instrument for the benefit of other researchers and practitioners in the field. © Emerald Group Publishing Limited.
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| 7. |
- Svensson, Göran, 1961-
(author)
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Teleological strands of thought in supply chain activities : example and analogy – a quest for transformative chain management
- 2011
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In: International Journal of Logistics Economics and Globalisation. - Olney, Bucks : InderScience Publishers. - 1741-5373 .- 1741-5381. ; 3:1, s. 42-55
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Journal article (peer-reviewed)abstract
- The objective of this article is to describe the outcome of supply chain activities in the context of different teleological approaches. It widens and complements the current views on supply chain management (SCM) in literature, and it should also be valuable from a managerial perspective. The topic addressed should be seen as a seed for further discussion.The author therefore raises a quest for inclusion of a strand of thought labelled ‘transformative chain management’ (TCM) in SCM. It should be strongly noted that the idea of TCM is not to propose a new acronym, nor replace SCM with another acronym, but to highlight that it could serve as a point of reference, and complement the dominant strands of thought that appear to govern the supply chain activities of some Scandinavian companies.
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| 8. |
- Slåtten, Terje, et al.
(author)
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Empowering Leadership and the Influence of a Humorous Work Climate on Service Employees’ Creativity and Innovative Behaviour in Frontline Service Jobs
- 2011
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In: International Journal of Quality and Service Sciences. - Bingley : Emerald Group Publishing Limited. - 1756-669X .- 1756-6703. ; 3:3, s. 267-284
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Journal article (peer-reviewed)abstract
- Purpose – The purpose of this paper is to describe and explain the relationships between empowering leadership and a humorous work climate; and service employees' creativity and innovative behaviour in frontline service jobs.Design/methodology/approach – A model of causal relationships is presented, along with formulated hypotheses. The data were collected with a survey answered by frontline service employees in hotels.Findings – The findings indicate a strong relationship between frontline cognitive creativity production of novel ideas and the behavioural implementation of these ideas into their respective work role. Moreover, the empirical findings indicate that both empowering leadership and a humorous work climate are able to trigger frontline service employees' creativity. In addition service employees' creativity appears to be a mediating variable in the relationship between empowering leadership, a humorous work climate, and the service employees' innovative behaviour.Research limitations/implications – This study limits its focus on two factors: the stimulation of service employees' creativity and innovative behaviour in frontline service jobs, both of which offer opportunities for further research.Practical implications – This study has indicated that both leadership practice and work climate play important roles in explaining service employees' creativity and innovative behaviour. In particular, managers should be aware of their empowering practices, as well focusing on the degree of a humorous work climate. An important practical managerial implication from the findings is to take humour into account and consequently to develop and implement strategies followed by necessary actions to manage humour in an appropriate manner in service organizations.Originality/value – The reported study contributes to enhancing the knowledge of the roles of empowering leadership and a humorous work climate for service employees' creativity and innovative behaviour in frontline service jobs.
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| 9. |
- Hutchinson, David, et al.
(author)
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Antecedents and Postcedents of Satisfaction in Business Relationships in Canada
- 2011
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In: International Journal of Logistics Economics and Globalisation. - Olney, Bucks : InderScience Publishers. - 1741-5373 .- 1741-5381. ; 3:4, s. 189-209
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Journal article (peer-reviewed)abstract
- This paper reports the findings of an investigation of whether trust and commitment influence satisfaction, and whether satisfaction then influences specific investments, opportunism, and formalisation. Using data collected in a survey of Canadian managers and executives, a model derived from marketing theory and previous empirical research was tested. The model includes both relationship marketing concepts and transaction cost theory concepts, an approach rarely encountered in existing studies. Satisfaction in an exchange relationship is formed by keeping promises in an iterative process, and serves as a safeguard against possible future risks (e.g., opportunism). Finally, we discuss the limitations of the study.
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| 10. |
- Mysen, Tore, et al.
(author)
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Causes and Outcomes of Satisfaction in Business Relationships
- 2011
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In: Marketing Intelligence & Planning. - Bingley, UK : Emerald Group Publishing Limited. - 0263-4503 .- 1758-8049. ; 29:2, s. 123-140
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Journal article (peer-reviewed)abstract
- Purpose: Thisstudyincludesrelationshipmarketingconcepts (i.e.trust,commitment,andsatisfaction) as precursors to transaction cost theory outcomes (i.e. specific investments, opportunism, and formalization) which are rarely, if ever, included together. Trust and commitment lead to satisfaction and satisfaction in turn leads transaction cost outcomes. The paper aims to address these issues. Design/methodology/approach – The random sample is 600 small- to medium-sized Norwegian manufacturers. Confirmatory factor analysis and structural equation modelling was used to examine the responses from 212 key informants.Findings: The strongest positive associations are from the relationship marketing portion of the model including trust satisfaction and commitment satisfaction. The highest negative association in the model is satisfaction opportunism. Contrary to predictions, satisfaction did not have a significant association with either specific investments or formalization.Research limitations/implications: Both relationship marketing and transaction cost theory concepts are examined because it is likely that business success may be motivated by both theories. Limitations of the study are that it only includes small- and medium-sized companies in Norway. Second, it does not cover all business-to-business relationships (i.e. only manufacturer-supplier relationships are included). Finally, additional concepts should be included (i.e. dependence, cooperation, and control).Practical implications: The results suggest that managers should work developing high levels of satisfaction in business relationships to dampen the likelihood that business partners will be opportunistic. In this regard, working on a relationship serves as a safeguard against possible future risks (e.g. opportunism).Originality/value: This study is a seed for future research about the causes and outcomes of satisfaction in business relationships. © Emerald Group Publishing Limited.
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