International Journal of Business Performance Management (4 papers in press)
DO SOCIOECONOMIC CONTEXTUAL FACTORS INFLUENCE SMEs SERVICE QUALITY? A cross-sector and cross-city SERVPERF analysis
by Pedro Nascimento De Lima, Aline Dresch, Daniel Pacheco Lacerda
Abstract: There is an increasing body of knowledge on service quality relationship with many contextual factors, including culture, firm size, and public vs. private settings. However, local socioeconomic factors influence towards SMEs Service Quality is still unknown. We conducted statistical analyzes to observe the relationship between contextual socioeconomic factors of an SMEs city and its services quality performance using a SERVPERF survey database of more than 3,000 Brazilian SMEs. While Service Performance did not linearly correlate with the analyzed socioeconomic factors, a closer look at the data shows significant differences in Service Performance among groups of SMEs on highly developed and underdeveloped cities from the other cities. The paper discusses theoretical and managerial implications derived from these findings and proposes new research questions to generate data-backed knowledge to support SMEs service quality improvement. SERVPERF survey and socioeconomic data showed a weak linear relation of socioeconomic development towards service quality performance.
Keywords: SERVPERF; Service Quality; SMEs; Socioeconomic Factors; Brazil.
MARKETING AUTOMATION INNOVATION PRACTICES AND CUSTOMER RETENTION PERFORMANCE: EVIDENCE FROM THE NIGERIAN MANUFACTURING SMEs
by Michael Oluwaseun Olomu
Abstract: The emergence and dramatic changes in the today's digital consumer markets and industrial competitiveness have metamorphosed into a tremendous technological innovation boom with diverse innovative products and services been deployed as a competitive tool in the market place. The Nigerian manufacturing SMEs have in recent times placed much importance on innovative marketing practices to manage customer relationships, customer asset and customer equity.
The study examined the relationship between customer's retention performance and marketing automation innovation among the Nigerian manufacturing SMEs. Results from Least Squares multiple regressions show that sales force automation has more influence on the firm's customer retention performance.
The study recommends that the choice of marketing automation technologies, investment level and firm size are crucial in determining the customer retention performance of the industry and thereby suggest improved investment and management of SMEs' customer relationship for profitability, thus contributing largely to sustainability of industrial development and competitiveness.
Keywords: Innovation; Marketing Automation; Manufacturing SMEs; Industrial; Customer Retention; Customer Relationships.
An empirical study on financial performance evaluation of Chinese A and H cross-listed companies
by Yanli Zhu, Binrang Zhu, Jingyi Lang
Abstract: With the improvement of China's economic openness and the perfection of capital market, an increasing number of mainland Chinese companies have been listed on both the mainland stock exchanges (A-share) and the Hong Kong Stock Exchange (H-share). Facing intense international competition，it is urgent for the cross-listed companies to improve their financial performance and further achieve sustainable development. This paper evaluates the financial performance of Chinese A and H cross-listed companies based on a list of financial indicators in 2016 using the factor analytic approach. In this paper, we construct a new financial performance evaluation system based on the financial data of these companies. A comparison of different industries, ownerships and economic zones is also conducted. Our empirical findings include: First, we extract four aspects of ability, including profitability, operation ability, debt-paying ability and development ability, to comprehensively reflect the financial performance of Chinese A and H cross-listed companies. Second, we confirm that there are significant variations in the financial performance of Chinese A and H cross-listed companies among industries, ownerships and economic zones. Lastly, some suggestions are further provided in accordance with the evaluation results to improve the financial performance of Chinese A and H cross-listed companies.
Keywords: cross-listed companies; financial performance; factor analysis.
Interaction of the Social Media and Big Data in Reaching Marketing Success in the Era of the Fourth Industrial Revolution
by Goran Pranjić, Gabor Rekettye
Abstract: The contemporary economic environment is characterized by the economic megatrends that are (re)shaping economic practice in the 21st century. The most important megatrend is the digitalization, which triggers a whole new economic revolution, the so-called fourth industrial revolution. In the situation with the new data source, new technological means for harvesting and processing of data, digitalization and fourth economic revolution is very relevant not only for the operation but the marketing function as well. Social media represent an excellent source of data and channel of communication with the customer. Marketing spending on digital media platform soon will be No1., and it will overtake TV as the dominant marketing channel. Introducing the Big data analytical capabilities, adjustment of overall organization scheme and hiring competent personnel, the company will be in a position to save money for marketing spending, but in same time overall marketing performances will increase. Introducing Big data analytical capabilities and efficient use of available social media platform is a challenging task that lay ahead of senior executives. Support from the highest management instances is the critical preconditions in reaching desired outcomes in the possible synergy between Big data (BD) and Social media marketing (SMM).
Keywords: Big data analytics; social media marketing; decision makers; customer service improvements; analytics; business intelligence; market intelligence.