International Journal of Business Performance Management (10 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.
Perspective on individual and group characteristics to enhance work performance and career development: an empirical research on Indonesia Port Corporations
by Musriha Musriha, A. Eddy Hidayat Nurjaman
Abstract: The role of human resource management as a determining factor in achieving corporate goals is discussed. Human resource management considers human capital as a major resource for a sustainable competitive advantage for companies. The purpose of this research is to prove and analyse the influence of individual characteristics, working environment, and organisational culture towards working motivation, and performance, and career improvement of Indonesia Port Corporations employees. It is conducted to employees in Indonesia Port Corporations, as they have the potentiality to step up to the highest position and minimise the desire of employees to be rotated or transferred between branches port so that the pattern of mutation and careers can be hampered. This research summarises 12 hypotheses. However, this study indicates that from the 12 proposed hypotheses, nine of them are significantly affected, while the other remaining three are insignificant.
Keywords: human resource management system; employees' motivation system; organisational culture; employees' performance; career development; Indonesia.
Organisational excellence as a marketing tool: Greater Amman Municipality as a case study
by Ghazi A. Al-Weshah
Abstract: This study aims at providing a deeper understanding of current status of organisational excellence (OE) from executives' perspectives in Greater Amman Municipality (GAM). More specifically, the study investigates OE benefits, tools, challenges, and evaluation criteria from executives' perspectives in GAM. The study employs the qualitative case study design; semi-structured interview is conducted as data collection instrument. Seven executives from GAM were selected for interview based on the purposive sample. Thematic and textual analysis of each interview transcript has been employed. To build a holistic view of the case study, cross-interview analysis has been adopted to highlight the study themes. The study concludes that OE has not been implemented effectively in GAM, although there are planned methodologies for each implementation dimension. Moreover, the common challenge encountered by OE implementation is lack of top management support and low available resources. The study recommends that continuous evaluation of customer satisfaction can be pursued by GAM based on clear, measurable, and reliable criteria. The study provides important lessons in applying OE models for practitioners and policy makers in governmental organisations generally and GAMS particularly.
Keywords: organisational excellence; qualitative approach; interviews; Greater Amman Municipality; case study; governmental sector; Jordan.
Ex-post service contract performance management
by Brian Forbes, Malcolm Brady
Abstract: This paper highlights how contract incompleteness can threaten the performance of public procurement facilities management contracts during their implementation stages, based on a multiple case study comprising five public procurement services contracts. The paper takes a principle-agent view and with the unit of analysis being the contract itself. The paper shows that contract contingencies are almost inevitable and may stem from the written contract or from the participating organisations. Written and unwritten contract management mechanisms were used in practice to deal with contingencies as they arose in the services case studies examined. The paper found that written contracts do not always provide satisfactory remedies for unexpected contingencies. Ex-post mechanisms were used to manage the contract including incentives, information systems and signals. Time, resource or position signals were used in all five cases and provided an effective mechanism to manage unexpected contingencies in written contracts that proved to be incomplete.
Keywords: services; facilities management; public procurement; principal; agent; contract; unwritten; signal; performance.
An evaluation of performance of public sector financial institutions: evidence from Pakistan
by Muhammad Haris, Yao HongXing, Gulzara Tariq, Ali Malik
Abstract: The purpose is to analyse the impact of internal factors and government change on the individual as well as the sector-wide performance of public sector banks of Pakistan. The study employs balanced panel data. The OLS-robust regression is used to examine the impact of internal factors, including Log(TA), LDR, IAR, EQTA, NPLR and government change (GOV), a dummy variable, on the profitability of public sector banks measured by ROA, ROE, PBTR and NOM. To analyse the performance of the overall public banking sector and each bank separately, the graphical method is used. The study reveals indifferent results in terms of government change but reports negative impact of government transition on performance. It also finds NPLR as the most significant factor for the profitability of public sector banks of Pakistan.
Keywords: Pakistan; public banks; financial performance; return on assets; ROA; return on equity; ROE; PBTR; NOM; government change.
International business development in China - a study of globalisation and performance
by Linda Li
Abstract: Globalisation has witnessed ever increasing cross border business developments. Most enterprises come to realise that cross cultural business development and management is just as important as cutting edge technologies. This paper is a study of an international environmental company that had a successful development in China based upon its sensitivity to cross-cultural business development issues and apt management decision and timely measures. The findings of the surveys and interviews that this study conducted show that there were differences in the perceptions by the company staff in its UK Head Office and those in China with regard to the business cultures of the country where they were operating. Such differences also affected to a certain extent the communications and interactions between the two teams and ultimately the business development.
Keywords: international business development; globalisation; performance; China; cross-cultural communication; business management; localisation management.
Analysing non-profit business processes using a soft systems methodology
by Kenneth David Strang
Abstract: The focus of this research is to identify the most effective business processes of 20 high performing non-profit organisations in the USA using a visual soft systems business process analysis methodology. Of the 52 business processes identified, two in the top ten were unique emerging best-practices. This study breaks new ground because a pragmatic soft systems business process analysis methodology is applied. Previous studies have applied quantitative economic analysis or qualitative case studies to identify the factors that are associated with high performing non-profits or effective performance of charitable organisations. Both of these categories of methods overlook internal business performance processes so the current study closes this gap by investigating the underlying factors that make non-profits effective in USA. The soft systems methodology applied in this study produces a visual model which facilitates the communication of best practices to stakeholders without requiring them to possess knowledge of statistics or industry benchmarks.
Keywords: non-profit; effectiveness; business process analysis; soft systems method.