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Amin Nazifi, Samantha Murdy, Ben Marder, Jana Gäthke · 5 authors
No abstract is available for this record.
Marco Valeri, Rodolfo Baggio
No abstract is available for this record.
Lazaro Alman Kisumbe, Lameck Yusuph Mashala
The study examined the influence of Human Resource (HR) practices on job satisfaction in the decentralized health service delivery in Shinyanga region, Tanzania. The influence of HR practices on job satisfaction is vastly examined by different scholars. Their findings revealed mixed results ranging from significant positive to adverse influence on job satisfaction. Thus, to bridge the knowledge gap, this study examined the specific HR practices in the specific area context. The specific HR practices tested in this study included human resource planning (HRP), supervision, performance appraisal, training and compensation. The region was selected because over different periods of time, it experienced unsatisfactory performance in health service delivery. This was reflected by inability of the region to attain 50% of the Mellenium Development Goals related to health and lowest achievements in health service delivery as reflected in the preparatory stage in launching the Results Based Financing in which the region ranked the last in the then 21 regions of the country. An explanatory Survey research design with mixed research approach was employed for the study. The survey data were collected from 287 respondents and supplemented by the qualitative data. The study found that all the five HR practices had some chances on job satisfaction. However, HRP and supervision revealed significant chances of having job satisfaction implying that they were effectively undertaken. Nevertheless, these practices were constrained by the ineffective employees’ participation in HRP and the inability of the Council Health Management Teams (CHMTs) to provide supportive supervision in health facilities. It was thus recommended to enhance employees’ participation in HRP and supervision for improving job satisfaction. Likewise, it is also important for the facilities to continuously appraise human resource performance and use the results in making human resource decisions.
Dimaz Maulana, Gunawan Wang
Bitcoin Exchange industry in Indonesia continues to grow, as evidenced by the emergence of new exchanges that offer competing features and facilities, to determine strategies for creating and increasing user loyalty. The study examines the factors that influence bitcoin exchange user loyalty by determining the essential factors that affect user satisfaction and user loyalty in the bitcoin exchange business. The factors used in this study are Image, Cost, Promotion, Security & Privacy, Reliability, Efficiency, Information, Communication and Value-Added Services. The results of this study are, based on the largest order of influence, Promotion, Cost, Image, and Security & Privacy have a direct influence on Satisfaction. Promotion, Cost, and Security & Privacy also have an indirect influence on Loyalty. Bitcoin Exchange Users Satisfaction has a very large effect on Loyalty of 76.7%.
Lu Wang, Xin Luo, Frank Lee
No abstract is available for this record.
Hung‐Che Wu, Ya-Yuan Chang
This paper aims to explore the structural relationship between experiential loyalty intentions and their six drivers – experiential motivation, experiential strength, experiential co-creation, experiential satisfaction, experiential trust and experiential commitment. In addition, it was hypothesized that how experiential motivation, experiential strength and experiential co-creation influences experiential loyalty intentions through the dimensions of experiential relationship quality. A conceptual model was developed and tested using the empirical data collected from 496 tourists who paid for goods and services in bitcoin in Brisbane Airport. Results will assist tourism management in developing and implementing market-orientated service strategies to increase experiential motivation, experiential strength, experiential co-creation, experiential satisfaction, experiential trust and experiential commitment in order to promote experiential loyalty intentions.
Tantham Rungvithu, Chutisant Kerdvibulvech
Conversational commerce has become an emerging global marketing communication trend in the past few years. Recent studies suggested some beneficial aspects of conversational commerce in customer satisfaction, while some claimed different areas that conventional (traditional) commerce still excels in. Therefore, this research examined and compared conversational commerce with conventional commerce in terms of customer satisfaction towards Thai urban office employees, which helped to determine areas of improvement for conversational commerce sellers. Accordingly, a convenient sampling quantitative and qualitative surveys were conducted with the sample size of 50 (n=50), on Thai office employees aged 22-60 years. Nine different customer satisfaction factors and commentary session were employed to determine the effectiveness and winner of each commerce type via vertically designed ordinal Likert Scales. Cryptocurrency research is also conducted using interviews as a data collect method.
Abderahman Rejeb, John G. Keogh, Horst Treiblmaier
No abstract is available for this record.
Martin Fleischmann, Björn Sven Ivens
While interest in blockchain technology and applications increases, research studying the role of trust as an element that leads potential users and consumers to adopt and accept the technology remains scarce. This study conducts acceptance research that expands beyond traditional acceptance models and explores the role of trust from the user/consumer perspective. It provides comprehensive insights from the user/consumer angle and a deeper understanding of the role of trust in blockchain adoption. Using an inductive research approach that builds theory from qualitative empirical data, this paper identifies trust as a critical benefit of blockchain technology and applications, encompassing both functional (economic and system-/ process-related) as well as emotional benefits (social and personal). As trust spans across functional and emotional benefit dimensions, this study suggests that trust is a key driver for user/consumer adoption of blockchain technology and applications.
Paul Ovidiu Handro
We are part of historic changes in terms of profoundness and velocity in all industries and in customers’ expectations. The aim of this paper is to create an overview of a new age in customer experience generated by a banking environment disturbed by the raising of Financial Technology. Firstly, the article is reviewing the customer experience concept from academic and practitioner perspective. It is making a literature review and additionally is bringing into attention the common elements of customer satisfaction and service quality which are considered an antecedent of customer experience. Furthermore, it is reminded that the latest developments in communications and information technology are intensely changing customers’ demands and expectations resulting a total transformation in the way that customers are interfering with the service providers. Secondly, is debating the subject of how financial service industry should balance customer experience expectations, considering that the banks are activating in an environment disrupted by the raise of distributed ledger technology, machine learning, big data analytics, roboadvice and other technology/digitalization proliferated by the FinTechs. Lastly it is analyzed how European regulatory bodies are seeing and managing the new technologies and FinTechs, how agile should be in an ecosystem that is very dynamic and governed by a customer with a lot of choices, good or bad, risky or non-risky, in front of his decision.
Florian von Wangenheim, Nancy V. Wünderlich, Jan H. Schumann
No abstract is available for this record.
Tanya Bondarouk, Christina-Maria Friebe
Abstract Purpose The purpose of this study is to offer an integrated literature review of shared services’ organizational structures by specifically focusing on centralization, specialization, control, and formalization mechanisms. Methodology/approach A sample consisting of 103 empirical and conceptual articles, identified in a structured literature search in Science Direct and Scopus, was analyzed. The focus was on exploring the structural dimensions of shared services in various fields: Supply Chains, Finance, Human Resource Management, and Information Technologies. Findings from the selected articles were codified alongside the structural dimensions drawn from contingency theory. Findings Most of the papers identified were concerned with the Human Resource function or with Accounting and Finance in the private sector. Purchasing was only mentioned in a few general articles and Marketing not represented at all, even though the literature suggests that shared services do exist in this field. This uneven distribution across fields, as well as the reality that many articles fail to make clear divisions between disciplines, is hardly conducive to identifying trends for individual disciplines, and only general trends for each dimension could be identified. Although centralization was one of the most discussed dimensions, there was no consensus as to whether shared services should be centralized or decentralized. Standardization and formalization were both found to be highly important, although a need for customization was also emphasized. Implications Future research should be oriented toward the structural dimensions of shared services in a broader range of fields as current findings are dominated by the Human Resource function. Another implication of our findings is that scholars could usefully test empirically the dimensions, especially those where opinions differed the most: centralization and specialization. Originality/value Earlier conceptualizations noted that the mixed shared service outcomes stem from the diversity in governance and several contingency factors. This work continues the exploration of the contingency factors and mechanisms that, through integration, allow shared services to respond to the environmental uncertainty. The value of this chapter is in examining the structures of different functional types of shared services that are reported as successful in the literature, thus offering an overview of best practices in organizing shared services.
Indranil Roychowdhury
No abstract is available for this record.
Michael M Mbugua
Moving to a shared service method of operation entails a huge culture change for an organization. The entire business context must be changed. It takes time, effort and vast amounts of management energy to move from a mindset of purely decentralized management of support activities within each business unit or centralized management of support activities at the corporate level to a mindset of partnership between business units and the consolidated, shared service organization. \n \nTogether with this, shared service units, despite their importance, receive much less senior executive attention than business units in most companies. The logic for this is that business divisions generate profits, and that is where top management often focuses its time. There is therefore a risk that an organization can lose its focus on shared services if the method is not shown to result in tangible benefits. \n \nEast African Breweries Limited (EABL) has moved to a shared services environment but no studies have been conducted to show whether this has in any way contributed to the growth of the organization. This study addressed itself to this problem. The purpose of the study was to establish the extent to which shared services strategy affect Cost reduction efforts of East African Breweries Limited. \n \nThe objectives of the study were to establish whether there has been a reduction of transactional costs at EABL as a result of moving to a shared service environment; determine the extent to which the shared service strategy resulted in reduction in employee headcount and overheads; find out how shared service strategy led to improvement in inventory management; and establish how shared service strategy at EABL has impacted on procurement costs. \n \nThe study employed the case study design, targeting all the departmental heads working at EABL's shared services centre. Purposive sampling was used to select 10 respondents, among them nine departmental heads from IT, finance, procurement, HR, EABL Kenya Demand, EABL Kenya Supply, COl, EAML, and UDV; and one top management representative. Data was collected from the participants using a semi-structured questionnaire and an interview schedule. \n \nQualitative and quantitative techniques were employed in data analysis. Qualitative techniques involved giving a detailed account of the impact of moving to a shared services strategy on EABL's cost reduction efforts. Quantitative data was analyzed using descriptive statistics including percentages and frequency counts. \n \nThe study established that moving to a shared services environment has led to significant cost reduction efforts of East African Breweries Limited. Shared services led to reduction in procurement costs, reduction in employee headcount and overheads, improvement in inventory management, and reduction of transactional costs. As such, companies running their different functions as disparate competing entities should be encouraged to adopt shared services strategy to cut costs and operate more efficiently.
Graeme Harrison, Jill McKinnon, Sarala Panchapakesan, Mitzi Leung
Abstract This study draws on the national cultural dimensions of power distance, individualism, and Confucian dynamism to predict and explain differences in philosophies for, and approaches to organizational design and management planning and control systems in Australia and the US, representing Anglo‐American nations, and Singapore and Hong Kong, representing the ‘five dragons' of East Asia. Data were gathered by survey questionnaires mailed to senior accounting and finance executives in 800 organizations. The results were largely as predicted and, in general, provide support for the importance of national culture in influencing organizational design and management planning and control systems. In particular, the cultural values of Anglo‐American society relative to East Asian society are associated with a greater emphasis on decentralization and responsibility centres in organizational design, and a greater emphasis on quantitative and analytical techniques in planning and control. By contrast, the cultural values of East Asian society are associated with a greater emphasis on long‐term planning and on group centred decision‐making. The results are important to managers in global organizations who need to understand the cultural bases of observed differences in organizational and management planning and control practices in Anglo‐American and East Asian nations.
Johannes M. Pennings
December 1976, volume 21 In this study participativeness, centralization, and organizational autonomy were analyzed conceptually and operationally and subsequently related to five indicators of organizational effectiveness. The criteria of effectiveness included total production, decline in production, financial loss due to errors, morale and anxiety. The individual and joint effects of the influence variables on organizational effectiveness were very strong. Participative, decentralized, and autonomous organizations are more effective. The implications of these results are discussed.