Abstract: Worldwide, improving tourism competitiveness has been on the agendas of many stakeholders of the hotel sector, and they seem to have agreed that one of the best ways to compete is via the implementation of electronic customer relationship management (e-CRM). In so doing, the organizations enjoy strategic positioning on the competitive market by managing better not only the customers but, other business components including knowledge and employee management. Over the recent years, the tourism industry in Mauritius has witnessed a drastic economic boom at international and national levels; providing a new outlook to boost business performance through existing and potential customers. E-CRM has been one of the management tools used to achieving this position. Thus, this insightful context- Mauritius- was opted for the study. The aim was to assess the effectiveness of e-CRM as a strategic tool in the hotel sector in Mauritius through the implementation of business strategy to create competitive advantage and impact on the business performance. To achieve the objectives of the study, a quantitative research methodology was adopted and the research revealed that e-CRM is indeed an effective strategic tool in the hotel industry in Mauritius that can provide a competitive advantage and impact positively on the organization’s performance.
Abstract: Customer and brand-oriented capabilities have been identified as key influencing capabilities for business performance. Especially in the early years of the firm, it is crucial to develop and consciously manage these capabilities. In this paper, the results of a quantitative analysis, investigating the causal relationship between customer- and brand-oriented (marketing) capabilities and business performance will be presented. The research displays the dependencies between the constructs and will provide practical implications for young firms in the acquisition and management of these capabilities.
Abstract: Indian manufacturing firms operating in rapidly changing and highly competitive market, over the last few decades, have embraced organization-wide transformation to achieve cultural and operational excellence. In recent years, numerous approaches have been proposed to improve business and manufacturing performance. Lean practices in particular, Total Productive Management (TPM) and Total Quality Management (TQM) have received considerable attention, as they being adopted and adapted for raising the performance standard of Indian manufacturing firms to world class levels. The complementary nature of TPM and TQM is being practiced in many companies to achieve synergy. Specifically, this research investigates whether joint TPM-TQM implementation contribute to higher business performance when compared to individual implementation. Data from 160 manufacturing firms were analyzed that demonstrate synergetic implementation of both TPM-TQM practices over a reasonable period of time, contributed in delivering better business performance as compared to individual implementation strategy.
Abstract: The present study investigated approaches and techniques to enhance strategic management governance and decision making within the framework of a performance-based balanced scorecard. The review of best practices from strategic, program, process, and systems engineering management provided for a holistic approach toward effective outcome-based capability management. One technique, based on factorial experimental design methods, was used to develop an empirical model. This model predicted the degree of capability effectiveness and is dependent on controlled system input variables and their weightings. These variables represent business performance measures, captured within a strategic balanced scorecard. The weighting of these measures enhances the ability to quantify causal relationships within balanced scorecard strategy maps. The focus in this study was on the performance of tangible assets within the scorecard rather than the traditional approach of assessing performance of intangible assets such as knowledge and technology. Tangible assets are represented in this study as physical systems, which may be thought of as being aboard a ship or within a production facility. The measures assigned to these systems include project funding for upgrades against demand, system certifications achieved against those required, preventive maintenance to corrective maintenance ratios, and material support personnel capacity against that required for supporting respective systems. The resultant scorecard is viewed as complimentary to the traditional balanced scorecard for program and performance management. The benefits from these scorecards are realized through the quantified state of operational capabilities or outcomes. These capabilities are also weighted in terms of priority for each distinct system measure and aggregated and visualized in terms of overall state of capabilities achieved. This study proposes the use of interactive controls within the scorecard as a technique to enhance development of alternative solutions in decision making. These interactive controls include those for assigning capability priorities and for adjusting system performance measures, thus providing for what-if scenarios and options in strategic decision-making. In this holistic approach to capability management, several cross functional processes were highlighted as relevant amongst the different management disciplines. In terms of assessing an organization’s ability to adopt this approach, consideration was given to the P3M3 management maturity model.
Abstract: This study aims to investigate the impact of data leak of M&S customers on digital communities. Modern businesses are using digital communities as an important public relations tool for marketing purposes. This form of communication helps companies to build better relationship with their customers which also act as another source of information. The communication between the customers and the organizations is not regulated so users may post positive and negative comments. There are new platforms being developed on a daily basis and it is very crucial for the businesses to not only get themselves familiar with those but also know how to reach their existing and perspective consumers. The driving force of marketing and communication in modern businesses is the digital communities and these are continuously increasing and developing. This phenomenon is changing the way marketing is conducted. The current research has discussed the implications on M&S business performance since the data was exploited on digital communities; users contacted M&S and raised the security concerns. M&S closed down its website for few hours to try to resolve the issue. The next day M&S made a public apology about this incidence. This information was proliferated on various digital communities and it has impacted negatively on M&S brand name, sales and customers. The content analysis approach is being used to collect qualitative data from 100 digital bloggers including social media communities such as Facebook and Twitter. The results and finding provide useful new insights into the nature and form of security concerns of digital users. Findings have theoretical and practical implications. This research will showcase a large corporation utilizing various digital community platforms and can serve as a model for future organizations.
Abstract: The aim of this study is to empirically investigate the
mediating impact of export performance (EP) between technological
advancement capabilities and business performance (BP) of
Malaysian manufacturing micro, small and medium sized enterprises
(MSME’s). Firm’s technological advancement resources are
hypothesized as a platform to enhance both exports and BP of
manufacturing MSMEs in Malaysia. This study is twofold, primary it
has investigated that technological advancement capabilities helps to
appreciates main performance measures noted in terms of EP and
Secondly, it investigates that how efficiently and effectively
technological advancement capabilities can contribute in overall
Malaysian MSME’s BP. Smart PLS-3 statistical software is used to
know the association between technological advancement
capabilities, MSME’s EP and BP. In this study, the data was
composed from Malaysian manufacturing MSME’s in east coast
industrial zones known as the manufacturing hub of MSMEs. Seven
hundred and fifty (750) questionnaires were distributed, but only 148
usable questionnaires are returned. The finding of this study indicated
that technological advancement capabilities helps to strengthen the
export in term of time and cost efficient and it plays a significant role
in appreciating their BP. This study is helpful for small and medium
enterprise owners who intend to expand their business overseas and
though smart technological advancement resources they can achieve
their business competitiveness and excellence both at local and
international markets.
Abstract: In this study, it has been studied to determine the
relationship between business performance and strategic flexibility,
which is defined to be the strategic choice that provides the ability of
rapidly responding the changes of the dynamic environment of the
companies, for having competitive advantages. In this context a field
study has been conducted over 56 companies, which are active in
informatics and electronics sectors in TEKNOKENT. As a result of
the study it has been determined that; strategic flexibility has an
effect on business performance and there is a positive and
statistically significant relationship between strategic flexibility and
business performance.
Abstract: The study aims to determine which factors account for customer satisfaction and to investigate the relationship between entrepreneurial orientation and business success, in particular, context of the information understanding of hostel business in Pranakorn district, Bangkok and the significant element of entrepreneurship in tourism industry. This study covers 352 hostels customers and 61 hostel owners/managers nearby Khao San road. Data collection methods were used by survey questionnaire and a series of hypotheses were developed from services marketing literature. The findings suggest the customer satisfaction most influenced by image, service quality, room quality and price accordingly. Furthermore the findings revealed that significant relationships exist between entrepreneurial orientation and business success; while competitive aggressiveness was found unrelated. The ECSI model’s generic measuring customer satisfaction was found partially mediate the business success. A reconsideration of other variables applicable should be supported with the model of hostel business. The study provides context and overall view of hostel business while discussing from the entrepreneurial orientation to customer satisfaction, thereby reducing decision risk on hostel investment.
Abstract: The purpose of this paper is to propose a text mining
approach to evaluate companies- practices on affective management.
Affective management argues that it is critical to take stakeholders-
affects into consideration during decision-making process, along with
the traditional numerical and rational indices. CSR reports published
by companies were collected as source information. Indices were
proposed based on the frequency and collocation of words relevant to
affective management concept using text mining approach to analyze
the text information of CSR reports. In addition, the relationships
between the results obtained using proposed indices and traditional
indicators of business performance were investigated using
correlation analysis. Those correlations were also compared between
manufacturing and non-manufacturing companies. The results of this
study revealed the possibility to evaluate affective management
practices of companies based on publicly available text documents.
Abstract: This study was initiated with a three prong objective.
One, to identify the relationship between Technological
Competencies factors (Technical Capability, Firm Innovativeness
and E-Business Practices and professional service firms- business
performance. To investigate the predictors of professional service
firms business performance and finally to evaluate the predictors of
business performance according to the type of professional service
firms, a survey questionnaire was deployed to collect empirical data.
The questionnaire was distributed to the owners of the professional
small medium size enterprises services in the Accounting, Legal,
Engineering and Architecture sectors. Analysis showed that all three
Technology Competency factors have moderate effect on business
performance. In addition, the regression models indicate that
technical capability is the most highly influential that could
determine business performance, followed by e-business practices
and firm innovativeness. Subsequently, the main predictor of
business performance for all types of firms is Technical capability.
Abstract: In recent years, though, the concept of fit has been
now in widespread used in strategic management research, it is in its
infancy for applying fit concept to service innovation issue. Therefore,
drawing on the concept of fit, this present research proposed an
innovation service fit model within service innovation, market
orientation, marketing strategy, and IT adoption are coexisted. The
perspective of fit as covariation will be employed to test the hypothesis
and identify the effects of fit. We contend that the fit among these four
factors will contribution to business performance. Finally, according
to the empirical data collected from manufacturing, service, and
financial industry in Taiwan, meaningful findings and conclusions
will be proposed and discussed.
Abstract: Technological innovation capability (TIC) is
defined as a comprehensive set of characteristics of a firm that
facilities and supports its technological innovation strategies.
An audit to evaluate the TICs of a firm may trigger
improvement in its future practices. Such an audit can be used
by the firm for self assessment or third-party independent
assessment to identify problems of its capability status. This
paper attempts to develop such an auditing framework that
can help to determine the subtle links between innovation
capabilities and business performance; and to enable the
auditor to determine whether good practice is in place. The
seven TICs in this study include learning, R&D, resources
allocation, manufacturing, marketing, organization and
strategic planning capabilities. Empirical data was acquired
through a survey study of 200 manufacturing firms in the
Hong Kong/Pearl River Delta (HK/PRD) region. Structural
equation modelling was employed to examine the
relationships among TICs and various performance indicators:
sales performance, innovation performance, product
performance, and sales growth. The results revealed that
different TICs have different impacts on different
performance measures. Organization capability was found to
have the most influential impact. Hong Kong manufacturers
are now facing the challenge of high-mix-low-volume
customer orders. In order to cope with this change, good
capability in organizing different activities among various
departments is critical to the success of a company.
Abstract: Enterprise Wide Information Systems (EWIS)
implementation involves the entire business and will require changes
throughout the firm. Because of the scope, complexity and
continuous nature of ERP, the project-based approach to managing
the implementation process resulted in failure rates of between 60%
and 80%. In recent years ERP systems have received much attention.
The organizational relevance and risk of ERP projects make it
important for organizations to focus on ways to make ERP
implementation successful. Once these systems are in place,
however, their performance depends on the identified macro
variables viz. 'Business Process', 'Decision Making' and 'Individual
/ Group working'. The questionnaire was designed and administered.
The responses from 92 organizations were compiled. The
relationship of these variables with EWIS performance is analyzed
using inferential statistical measurements. The study helps to
understand the performance of model presented. The study suggested
in keeping away from the calamities and thereby giving the
necessary competitive edge. Whenever some discrepancy is
identified during the process of performance appraisal care has to be
taken to draft necessary preventive measures. If all these measures
are taken care off then the EWIS performance will definitely deliver
the results.
Abstract: According to the theory of capital structure, this paper uses principal component analysis and linear regression analysis to study the relationship between the debt characteristics of the private listed companies in Jiangsu Province and their business performance. The results show that the average debt ratio of the 29 private listed companies selected from the sample is lower. And it is found that for the sample whose debt ratio is lower than 80%, its debt ratio is negatively related to corporate performance, while for the sample whose debt ratio is beyond 80%, the relationship of debt financing and enterprise performance shows the different trends. The conclusions reflect the drawbacks may exist that the debt ratio is relatively low and having not take full advantage of debt governance effect of the private listed companies in Jiangsu Province.
Abstract: Business process management (BPM) has become
widely accepted within business community as a means for
improving business performance. However, it is of the highest
importance to incorporate BPM as part of the curriculum at the
university level education in order to achieve the appropriate
acceptance of the method. Goal of the paper is to determine the
current state of education in business process management (BPM) at
the Croatian universities and abroad. It investigates the applied forms
of instruction and teaching methods and gives several proposals for
BPM courses improvement. Since majority of undergraduate and
postgraduate students have limited understanding of business
processes and lack of any practical experience, there is a need for
introducing new teaching approaches. Therefore, we offer some
suggestions for further improvement, among which the introduction
of simulation games environment in BPM education is strongly
recommended.
Abstract: We discuss a theoretical conceptual framework to help
understand how the new business analytics technologies have
diffused in firms. We draw on three theoretical perspectives for this
purpose. They are innovation diffusion theory, IT Business Value
and the technology-organization-environment theory. We develop a
conceptual framework that helps understand the interlinkages among
factors affecting diffusion of business analytics and its impact on
performance.