Hybrid journal (It can contain Open Access articles) ISSN (Print) 1751-200X - ISSN (Online) 1751-2018 Published by Inderscience Publishers[435 journals]
Authors:Mei-Ling Wang Pages: 243 - 261 Abstract: Integrating the capability view of customer relationship management (CRM) with service climate research, this present study developed a conceptual two-level model that links CRM to customer-oriented behaviour through service climate in service organisations. Data from 629 customers involving 141 bank consultants of retail banks in Taiwan was collected via a questionnaire and analysed using hierarchical linear modelling. The results revealed that CRM was related to service climate perceptions, which, in turn, positively predicted customer-oriented behaviour. In addition, the relationship between CRM and customer-oriented behaviour was mediated by service climate perceptions. Both theoretical and practical implications are discussed as well as future research directions. Keywords: service climate perception; customer-oriented behaviour; customer relationship management; CRM Citation: International Journal of Business and Systems Research, Vol. 12, No. 3 (2018) pp. 243 - 261 PubDate: 2018-04-12T23:20:50-05:00 DOI: 10.1504/IJBSR.2018.091154 Issue No:Vol. 12, No. 3 (2018)
Authors:Gayle Peterson, Robert M. Yawson, John Sherman, Ivy Johnson-Kanda Pages: 262 - 289 Abstract: This study is predicated on the premise that addressing wicked problems through business practices and social innovations will need new leadership and organisational development strategies for helping organisations mirror practices and approaches internally with staff and externally with stakeholders. The Deliberate Leadership® Model was developed as a subsequent of this need. This study illustrated the key implications for practice and for research of the Deliberate Leadership model using a multi-case study approach. The paper reviews wicked problems and discusses the epistemological genesis of the Deliberate Leadership framework. Using a multi-case method approach, the Deliberate Leadership is illustrated, and a baseline understanding of the use of the Deliberate Leadership approach in addressing wicked problems is discussed. A systemic model depicting the critical links in identifying wicked problems and the use of the Deliberate Leadership Framework (DLF) for addressing 'wickedly' complex problems is developed. Keywords: adaptive challenges; complexity theory; Deliberate Leadership; social change; systems model; wicked problems Citation: International Journal of Business and Systems Research, Vol. 12, No. 3 (2018) pp. 262 - 289 PubDate: 2018-04-12T23:20:50-05:00 DOI: 10.1504/IJBSR.2018.091155 Issue No:Vol. 12, No. 3 (2018)
Authors:Azizbek Marakhimov, Jaehun Joo, Jaegeol Yim Pages: 290 - 316 Abstract: Today, customers are not only consuming products and services but also actively participating in creating value. However, there is little research on customer participation in business ecosystems. As such, effects of customer participation in business ecosystems remain under-researched. The purpose of this study is to measure the effects of customer participation on business ecosystem health. This study analyses the effects of customer participation by proposing an experimental framework that combines system dynamics modelling and fuzzy sets. The study identifies and simulates four types of business ecosystems (open customer-intensive, modest, partner-collaborated, and vertically controlled). The simulation results suggest that customer participation positively influences business ecosystem leader's (keystone) financial performance, innovation capability, and the business ecosystem's health. The simulation results show that: a) customer participation in production in operations, design, delivery, and sales positively influences a keystone's revenue and business ecosystem health; b) customer participation in promotion and idea generation increases a keystone's innovation capability. Furthermore, the results show that the effect of customer participation varies across the four types of business ecosystems. This study offers important theoretical and practical implications on four types of business ecosystems. They help practitioners develop better strategies to involve customers into co-creation and enhance the health of the business ecosystem. Keywords: business ecosystem health; customer participation; co-creation; sustainability; system dynamics; fuzzy logic; business ecosystems Citation: International Journal of Business and Systems Research, Vol. 12, No. 3 (2018) pp. 290 - 316 PubDate: 2018-04-12T23:20:50-05:00 DOI: 10.1504/IJBSR.2018.091157 Issue No:Vol. 12, No. 3 (2018)
Authors:João Oliveira Junior, Oscar Salviano, Frederic Andres Pages: 317 - 342 Abstract: The paper discusses the application of a management model based on best practices related to scientific, technological and innovation-oriented collaborative issues among institutions and companies, focusing on human capital management and structural capital management. These two kinds of capital are extracted from the organisation value model. It is worth noting that they allow defining all legal and intellectual portfolios, and technological assets, which are required for innovation support, and, therefore to making run the NITs. Keywords: innovation system; regional clusters; intellectual property; legal services Citation: International Journal of Business and Systems Research, Vol. 12, No. 3 (2018) pp. 317 - 342 PubDate: 2018-04-12T23:20:50-05:00 DOI: 10.1504/IJBSR.2018.091156 Issue No:Vol. 12, No. 3 (2018)
Authors:Helen M. Moshkovich, Alexander I. Mechitov Pages: 343 - 363 Abstract: Personnel selection problem is often viewed as a multi criteria problem and there are many examples when different multi criteria techniques support the process. The multi criteria approach was used in several studies of faculty selection in academia but not many recognised that there were peculiarities in the selection process. Most studies concentrated on rank ordering of a small number of finalists while one of the main tasks of the search committee in academia is to select a smaller number of candidates from a possibly large pool of applicants for a more thorough review. In our paper we propose a three-step approach to the problem and recommend verbal decision analysis (VDA) as a tool. Using a VDA method provides a reliable preference elicitation process and the decision rules are easy to understand and explain. Free tool ORCON_Z helps with the practical application. The proposed procedure was well received by the participants and provided valuable information during the selection process. Keywords: multi-criteria decision making; MCDA; verbal decision analysis; VDA; ZAPROS; ORCON_Z; faculty selection; personnel selection Citation: International Journal of Business and Systems Research, Vol. 12, No. 3 (2018) pp. 343 - 363 PubDate: 2018-04-12T23:20:50-05:00 DOI: 10.1504/IJBSR.2018.091158 Issue No:Vol. 12, No. 3 (2018)
Hybrid journal (It can contain Open Access articles)
[435 journals]
