A model to assess customer alignment through customer experience concepts

Business and Information Technology Alignment (BITA) has been one of the main concerns of IT and Business executives and directors due to its importance to overall company performance, especially today in the age of digital transformation. For BITA has been developed several models which in general has focused in the implementation of alignment strategies for the internal operation of the organizations and in the measurement of this internal alignment, but, there is still a big gap in measurement models of the alignment with the external environment of the organizations. In this paper is presented the design and application of a maturity measurement model for BITA with the customers, where the customers are actors of the external environment of the companies. The proposed model involves evaluation criteria and business practices which the companies ideally do for improve the relationship with their customers.Comment: 12 pages, Preprint version, BIS 2019 International Workshops, Seville, Spain, June 26 to 28, 2019, Revised Paper

Resource determinants of strategy and performance: the case of British exporters

This study adopts the RBV of the firm in order to identify critical advantage-generating resources and capabilities with strong positive export strategy and performance implications. The proposed export performance model is tested using a structural equation modeling approach on a sample of 356 British exporters. We examine the individual as well as the concurrent (simultaneous) direct and indirect effects of five resource bundles on export performance. We find that four resources/capabilities: managerial, knowledge, planning, and technology, have a significant positive direct effect on export performance, while relational and physical resources exhibited no unique positive effect. We also find that the firm’s export strategy mediates the resource-performance nexus in the case of managerial and knowledge-based resources. The theoretical and methodological grounding of this study contributes to the advancement of export related research by providing better specification of the nature of the effects – direct or indirect – of particular resource factors on export performance

Critical reflections on designing product service systems

In response to unsustainability and the prospect of resource scarcity, lifestyles dominated by resource throughput are being challenged. This paper focuses on a design experiment that sought to introduce alternative resource consumption pathways in the form of product service systems (PSS) to satisfy household demand and reduce consumer durable household waste. In contrast to many other PSS examples this project did not begin with sustainability benefits, rather the preferences of supply and demand actors and the bounded geographical locations represented by two UK housing developments. The paper addresses the process through which the concept PSS were designed, selected and evaluated, alongside the practical and commercial parameters of the project. It proposes the need for a shift to further emphasize the importance of the design imperative in creating different PSS outcomes that reorganize relationships between people, resources and the environment

Thinking about growth : a cognitive mapping approach to understanding small business development

School of Managemen

Mktg

A new approach to learning the principles of marketing, MKTG is the Asia–Pacific edition of a proven, innovative solution to enhance the students' learning experience. Concise, yet complete, coverage supported by a suite of online learning aids equips students with the tools required to successfully undertake an introductory marketing course. Paving a new way to both teaching and learning, MKTG is designed to truly connect with today's busy tech-savy student. Students have access to online interactive quizzing, videos, podcasts, flashcards, marketing plans, games and more. An accessible, easy-to-read text along with tear out review cards complete a package which helps students to learn important concepts faster

A Framework for Key Account Management and Revenue Management Integration

This is an Open Access article under the terms of the Creative Commons Attribution-NonCommercial-NoDerivs 3.0 Unported (CC BY-NC-ND 3.0) license.Key Account Management (KAM) and Revenue Management (RevM) have been widely practiced in the service industries for more than three decades, but the effects of RevM on KAM remain largely unknown. This paper addresses this neglected area of study in the marketing field by presenting a framework for KAM and RevM integration that aligns the potentially conflicting management priorities of the two. The study uses an international hotel company as a research context to investigate, first, how a long-term relational approach to KAM may have been affected by RevM short-term revenue maximization goals, and, second, how KAM could be facilitated by RevM through an integrated approach to yield optimization from perishable products and from key accounts. The proposed framework is the first attempt of its kind to amalgamate KAM and RevM, involving critical analysis to assess comprehensively the revenue and the relationship value of a key accountPeer reviewedFinal Published versio

ORGANIZATIONAL CULTURE AND EFFECTIVENESS: CAN AMERICAN THEORY BE APPLIED IN RUSSIA?

This paper examines the link between organizational culture and effectiveness for foreign-owned firms operating in Russia. Beginning with a model of organizational culture developed in the USA, the paper presents a multi-method analysis of culture and effectiveness in a transition economy. We argue that effectiveness in Russia relies more on adaptability and flexibility than in the USA. Furthermore, the legacy of the communist era forces firms in Russia to deal with a workforce with a unique time perspective and a unique set of sub-cultures that often undermine attempts at coordination and integration. We first explore these ideas using survey data on 179 foreign-owned firms operating in Russia and compare the results to those obtained for firms in the USA. We then present four case studies designed to ground the results in the Russian context, and to document cultural dynamics not captured by the model.http://deepblue.lib.umich.edu/bitstream/2027.42/39984/3/wp598.pd