The Business Value of CRM Technology: From the Perspective of Organizational Ambidexterity

In this paper we report a case study on how firms realize the business value of CRM by developing CRM-enabled ambidexterity to simultaneously pursue stability and develop adaptability. Results show that as the focal firm used CRM as a platform for standardizing operations and building routines, the top management team (TMT) and the operation team worked together to reflexively monitor the status of CRM-enabled capabilities and the usage of CRM. Such reflexive monitoring led to proactive changes in CRM and CRM usage in response to market changes and market needs, ensuring adaptability. In this way CRM enabled organizational ambidexterity through mechanisms of capabilities building and reflexive monitoring. By examining the previously unexplored relationship between CRM use and organizational ambidexterity, this study contributes to literature in both ambidexterity and CRM business value

Promoting Behavioral Support for Change: A Conservation of Resources Theory Perspective

Purpose- Individuals' support for change is a critical success factor to implement change effectively. Therefore, identifying the possible antecedent and mechanism, leading to behavioral support towards change, is necessary. The study aims to unfold this avenue of research empirically by examining the role of both person and context factors in promoting behavioral support for change. Design/Methodology- Data was collected from 292 academic staff of six public sector universities located in Pakistan via cross-sectional mean. A self-reported questionnaire was used to collect responses from the desired population. Findings- Results revealed a positive impact of perceived management support on academic staff’s behavioral support for change. Moreover, change-efficacy also provides a statistically significant intervening mechanism to translate the effect of perceived management support on both dimensions of behavioral support to change such as compliance and championing behavior Practical Implications- The research offers useful insights for top university officials to build support for change by providing needed support and resources; make academic staff capable of executing the change-related tasks into viable actions meritoriously

Influential Article Review - Understanding Organizations Built for Community Collaboration

This paper examines economy. We present insights from a highly influential paper. Here are the highlights from this paper: In this article, I examine collaborative organizational forms in terms of their institutional properties and the mechanisms by which they solve the universal problems of organizing. Based on three ideal forms—markets, hierarchies, and communities—I propose a framework for analyzing and mapping organizational forms. The framework expands our understanding of the ideal forms and derives a set of analytically distinct hybrids at the intersection of the ideal types. The framework also specifies the main conditions that drive organizations to change form and move toward another hybrid or ideal form. The theoretical review of collaborative organizational forms is illustrated and informed by three empirical cases of new forms within the domains of drug discovery, software development, as well as professional services. Further, I discuss plural forms and the role of hierarchy in collaborative forms. Finally, I outline implications for research and practice in terms of comparative analysis of organizational forms, the role of crowds, as well as the interplay between new technologies and new organizational forms. For our overseas readers, we then present the insights from this paper in Spanish, French, Portuguese, and German

Duality of SNS as Change and Stability Mechanisms: Case of Twitter Revolution in Egypt

Twitter revolutions, which are political events characterized with heavy use of social media, showed that information technology might not only bring friends together, but also provoke the dreadful offline events with high-impact outcomes up to major political changes in the region. However, the conclusions and opinions about the role of Social Networking Sites in modern revolutions remained controversial, so we have analysed the case of Egypt Twitter Revolution in order to understand the different opinions on roles of SNS in it. We have adopted Duality-Dualism framework as a theoretical lens and concluded that in mass media coverage, social networking sites are portrayed as having several roles during the revolution period. The application of the framework demonstrated the duality of views on SNS and resulted in 4 identified roles of SNS during the revolution periods

Balancing innovation and routine action: the microfoundation of digital capabilities

How does a firm respond to change that brings increased routinisation while simultaneously generating innovative solutions? This paper presents insights into this organizational paradox derived from a longitudinal study of a highly creative firm, for whom innovation is a competitive imperative. The 15 years included in this study covers a period during which time the firm is adopting a digital platform that enables digital innovations yet whose use demands an increased number of standards and routines. The actions that individuals take in using routine and innovative action to solve problems contributes to recent research exploring the microfoundations of performance in changing environments (Miron-Spektor, Ingram, Keller, Smith & Lewis, 2018; Eisenhardt, Furr & Bingham, 2010). The study reveals the ‘paradox mindset’ adopted by highly skilled practitioners adopting a new technology and suggests mechanisms individuals use to address this tension. By studying how innovative and routine action are used together in complex and changing settings, findings from this paper suggest that they form an important source in developing firms’ digital capabilities

Visibility of Work: How Digitalization Changes the Workplace

Digitalization is rapidly reshaping our workplaces, as digital technologies often change individual’s work and collective work practices in significant but unpredictable ways. In this paper, we look at how digitalization changes the nature of work regarding work visibility, and examine this in the context of business-to-business (B2B) sales work. We report on a single case study using a practice approach to examine B2B sales work in a small SaaS company. Our findings show how the visibility of B2B sales work changes due to digitalization, increasing the visibility of work in relation to co-workers while decreasing it in relation to customers. Based on these findings, we discuss the complex tradeoffs in making work visible to different audiences and the gradual and constructed nature of work visibility

The behavioral and evolutionary roots of dynamic capabilities

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI linkAlthough the dynamic capabilities framework has proved important for explaining long-term competitive advantage, some scholars have attacked it as lacking theoretical underpinnings. In this paper, we clarify the lineage of the “dynamics” in the dynamic capabilities framework from the non-strategic model of Cyert and March to the dynamic evolutionary theory of the firm in Nelson and Winter that enabled the initial breakthrough of Teece, Pisano and Shuen. We explain that the theoretical schism in dynamic capabilities between the tradition of Eisenhardt and Martin and that of Teece and colleagues can be traced to their relative emphasis on behavioral versus evolutionary theories. Finally, we provide a brief overview of implications for emergent topics and empirical research, along with ideas for future research

The Field of Ambidexterity Research: Perspective from Information Systems Domain

The study of ambidexterity continues to attract attention from scholars across multiple business domains. This has contributed to several reviews of the ambidexterity field being conducted and reported in the recent past. This article builds on the existing reviews and takes stock of the ambidexterity research, with a focus on Information Systems (IS) domain. Furthermore, this systematic review takes a unified perspective of the field and addresses some of the ongoing debates about the conceptualisation of the ambidexterity construct, trade-offs being addressed as well as its relevance and applicability for IS research