6,852 research outputs found

    Antecedents of customer loyalty in the manufacturing industry

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    This thesis concerns the study of customer loyalty and its antecedents in the UK manufacturing sector. It adopts a critical realist perspective to the study of customer loyalty, locating the concept in the relationship marketing and social psychology literatures. The findings generated by the literature review and the results of an exploratory qualitative study leads to the development of a conceptual framework in which functional, social and emotional relationship value, customer satisfaction, and moderator variable, relationship age, are believed to influence the level of customer loyalty in the manufacturing industry. The conceptual framework is tested empirically using a quantitative survey design in the context of the UK manufacturing industry. Data is analysed through application of the partial least squares (PLS) structural equation modelling technique. From a theoretical perspective, the study makes a number of valuable contributions to the relationship marketing literature. The study confirms the importance of social and emotional relationship value aspects on customer satisfaction and loyalty outcomes in the manufacturing industry. The findings offer a new theoretical perspective of the role social and emotional value play in creating loyal customers and the role emotional value performs in buyer’s feelings of satisfaction in the B2B domain. The findings also suggest that customer satisfaction acts as a partial mediator in the relationship between customer value and customer loyalty. Moreover, a new theoretical concept of emotional value featuring frustration and human touch in addition to interpersonal relationships is also evidenced from the research results. Furthermore, the study also shows that the theory of consumption values can be applied to the B2B manufacturing domain. The results propose that behavioural loyalty can be expressed through customer satisfaction, and functional and emotional elements of relationship value. Whereas, attitudinal loyalty can be conveyed by customer satisfaction, and functional and social components of relationship value. These relationships are in turn also partially mediated through customer satisfaction. The results also indicate that all three dimensions of functional, social and emotional value influence customer satisfaction outcomes. Overall, the study provides recommendations on how to maximise customer loyalty through strategic combinations of relationship value. It also provides guidance on how to improve customer satisfaction through different elements of relationship value in the manufacturing industry. From a practical viewpoint, the research study findings offer suppliers important guidelines and a toolkit for establishing, developing, and maintaining successful relationships with their customers in the manufacturing industry

    An empirical investigation of the relationship between integration, dynamic capabilities and performance in supply chains

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    This research aimed to develop an empirical understanding of the relationships between integration, dynamic capabilities and performance in the supply chain domain, based on which, two conceptual frameworks were constructed to advance the field. The core motivation for the research was that, at the stage of writing the thesis, the combined relationship between the three concepts had not yet been examined, although their interrelationships have been studied individually. To achieve this aim, deductive and inductive reasoning logics were utilised to guide the qualitative study, which was undertaken via multiple case studies to investigate lines of enquiry that would address the research questions formulated. This is consistent with the author’s philosophical adoption of the ontology of relativism and the epistemology of constructionism, which was considered appropriate to address the research questions. Empirical data and evidence were collected, and various triangulation techniques were employed to ensure their credibility. Some key features of grounded theory coding techniques were drawn upon for data coding and analysis, generating two levels of findings. These revealed that whilst integration and dynamic capabilities were crucial in improving performance, the performance also informed the former. This reflects a cyclical and iterative approach rather than one purely based on linearity. Adopting a holistic approach towards the relationship was key in producing complementary strategies that can deliver sustainable supply chain performance. The research makes theoretical, methodological and practical contributions to the field of supply chain management. The theoretical contribution includes the development of two emerging conceptual frameworks at the micro and macro levels. The former provides greater specificity, as it allows meta-analytic evaluation of the three concepts and their dimensions, providing a detailed insight into their correlations. The latter gives a holistic view of their relationships and how they are connected, reflecting a middle-range theory that bridges theory and practice. The methodological contribution lies in presenting models that address gaps associated with the inconsistent use of terminologies in philosophical assumptions, and lack of rigor in deploying case study research methods. In terms of its practical contribution, this research offers insights that practitioners could adopt to enhance their performance. They can do so without necessarily having to forgo certain desired outcomes using targeted integrative strategies and drawing on their dynamic capabilities

    Benefits and Risks Measurement Model : In different managerial positions during RPA implementation

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    The emergent technologies have always been used for ameliorating business processes. Automation solutions and use of AI tools have increased the creation of more efficient and reliable processes. One of these automation solutions is robotic process automation that is used to automate software-based processes. Use of software systems have previously required human attention to work on different graphic user interfaces to read, fill, and combine data among the systems. Robotic process automation solutions offer a new way of working by automating repetitive manual tasks and creating more time for human work force to be creative. Implementation of modern technologies has its benefits and risks on various levels of the organisation. Change and adoption management is crucial to be up to date so the value from the implementation process can be captured and risks avoided in every position. Various measurement metrics and tools can help the management to monitor the ongoing process and to evaluate the outcome of the implementation. The aim of this thesis is to categorise the perceived benefits and risks of robotic process automation and the measurement metrics and tools to monitor them in different managerial positions during the implementation. The methods used for creating this categorised model are literature review as secondary data to create a theoretical model and a survey to industry experts to gather primary data to agree or disagree with the created model. The secondary data was researched to gather knowledge about different known benefits and risks models while trying to position their categorisation into project manager, developer, and customer service agent positions. The primary data gathered from the experts on the same managerial positions was used to strengthen the theoretical model. As conclusion, the final model represents the perceived benefits and risks under the managerial positions and measurement metrics and tools in general. The results show that the benefits and risks of robotic automation process implementation can be categorised under managerial positions to help the management to ensure the full value capture while ameliorating the business processes with the automation. Taking the categorised benefit dimensions and risk concerns into account during the implementation’s change management can help the organisations to be ready for the more advanced artificial intelligence solutions as the robotic process automation is referred as a steppingstone towards the forthcoming technological revolution

    Resilience and food security in a food systems context

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    This open access book compiles a series of chapters written by internationally recognized experts known for their in-depth but critical views on questions of resilience and food security. The book assesses rigorously and critically the contribution of the concept of resilience in advancing our understanding and ability to design and implement development interventions in relation to food security and humanitarian crises. For this, the book departs from the narrow beaten tracks of agriculture and trade, which have influenced the mainstream debate on food security for nearly 60 years, and adopts instead a wider, more holistic perspective, framed around food systems. The foundation for this new approach is the recognition that in the current post-globalization era, the food and nutritional security of the world’s population no longer depends just on the performance of agriculture and policies on trade, but rather on the capacity of the entire (food) system to produce, process, transport and distribute safe, affordable and nutritious food for all, in ways that remain environmentally sustainable. In that context, adopting a food system perspective provides a more appropriate frame as it incites to broaden the conventional thinking and to acknowledge the systemic nature of the different processes and actors involved. This book is written for a large audience, from academics to policymakers, students to practitioners

    Circular supply chain management: a bibliometric analysis-based literature review

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    Purpose Supply chain management (SCM) research has contributed to the transition to a circular economy (CE). Still, confusions exist on the related terms, and no review has mapped out the development trends in the domain. This research clarifies the boundaries of the relevant concepts. Then, it conducts a comprehensive review of the circular SCM (CSCM) literature and identifies opportunities for future research. Design/methodology/approach Using relevant keywords, 1,130 journal articles published in December 31, 2021 were identified. Unlike the published reviews, which mainly relied on content analysis, this review uses bibliometric analysis tools, including citation analysis, co-citation analysis and cluster analysis. The review identifies general trends, influential researchers, high-impact publications, citation patterns and established and emergent research themes. Findings The extant CSCM literature includes five prominent clusters: (1) reverse channel optimization; (2) CSCM review and empirical studies; (3) closed-loop supply chain (CLSC) and consumers; (4) CLSC and inventory management and (5) CLSC and reverse logistics (RL). Significant research gaps exist in the use of secondary and longitudinal data, a wider range of theories, mixed-methods, multi-method, action research and behavioral experiment. The least researched topics include zero waste, industrial symbiosis, circular product design, sourcing and supply management and reuse. Originality/value This is the first bibliometric analysis-based literature review on CSCM. It clarifies the interrelated supply chain sustainability terms and thus reduces related confusion. It offers insights into the patterns in the CSCM literature and suggests important research directions

    Automotive Manufacturers and Their Stumble from one Supply Crisis to Another: Procurement Departments Could be the Game Changer by Using Data Analytics, but


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    With this paper, we examine the use of data analytics for crisis management in automotive procurement departments. Possible business values of data analytics were part of numerous research approaches. Nevertheless, automotive manufacturers are repeatedly confronted with supply chain disruptions. Procurement departments have a central role within supply chains and are predominantly responsible for stable supply processes. Taking into account the potential of data analytics, such crises should be avoided or at least mitigated. Thus, there is the question, why data analytics cannot currently help automotive procurement departments by facing such crises. We therefore evaluate problems and obstacles by implementing and using data analytics in automotive procurement departments. Therefore, we talk to experienced procurement experts for evaluating practical insights. With our findings we provide practical insights and applicable recommendations for action with the goal of helping procurement leaders to better leverage data analytics for meeting current and future crises

    A Design Science Research Approach to Smart and Collaborative Urban Supply Networks

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    Urban supply networks are facing increasing demands and challenges and thus constitute a relevant field for research and practical development. Supply chain management holds enormous potential and relevance for society and everyday life as the flow of goods and information are important economic functions. Being a heterogeneous field, the literature base of supply chain management research is difficult to manage and navigate. Disruptive digital technologies and the implementation of cross-network information analysis and sharing drive the need for new organisational and technological approaches. Practical issues are manifold and include mega trends such as digital transformation, urbanisation, and environmental awareness. A promising approach to solving these problems is the realisation of smart and collaborative supply networks. The growth of artificial intelligence applications in recent years has led to a wide range of applications in a variety of domains. However, the potential of artificial intelligence utilisation in supply chain management has not yet been fully exploited. Similarly, value creation increasingly takes place in networked value creation cycles that have become continuously more collaborative, complex, and dynamic as interactions in business processes involving information technologies have become more intense. Following a design science research approach this cumulative thesis comprises the development and discussion of four artefacts for the analysis and advancement of smart and collaborative urban supply networks. This thesis aims to highlight the potential of artificial intelligence-based supply networks, to advance data-driven inter-organisational collaboration, and to improve last mile supply network sustainability. Based on thorough machine learning and systematic literature reviews, reference and system dynamics modelling, simulation, and qualitative empirical research, the artefacts provide a valuable contribution to research and practice

    Subsidiary Entrepreneurial Alertness: Antecedents and Outcomes

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    This thesis brings together concepts from both international business and entrepreneurship to develop a framework of the facilitators of subsidiary innovation and performance. This study proposes that Subsidiary Entrepreneurial Alertness (SEA) facilitates the recognition of opportunities (the origin of subsidiary initiatives). First introduced by Kirzner (1979) in the context of the individual, entrepreneurial alertness (EA) is the ability to notice an opportunity without actively searching. Similarly, to entrepreneurial alertness at the individual level, this study argues that SEA enables the subsidiary to best select opportunities based on resources available. The research further develops our conceptualisation of SEA by drawing on work by Tang et al. (2012) identifying three distinct activities of EA: scanning and search (identifying opportunities unseen by others due to their awareness gaps), association and connection of information, and evaluation and judgement to interpret or anticipate future viability of opportunities. This study then hypothesises that SEA leads to opportunity recognition at the subsidiary level and further hypothesises innovation and performance as outcomes of opportunity recognition. This research brings these arguments together to develop and test a comprehensive theoretical model. The theoretical model is tested through a mail survey of the CEOs/MDs of foreign subsidiaries within the Republic of Ireland (an innovative hub for foreign subsidiaries). This method was selected as the best method to reach the targeted respondent, and due to the depth of knowledge the target respondent holds, the survey can answer the desired question more substantially. The results were examined using partial least squares structural equation modelling (PLS-SEM). The study’s findings confirm two critical aspects of subsidiary context, subsidiary brokerage and subsidiary credibility are positively related to SEA. The study establishes a positive link between SEA and both the generation of innovation and the subsidiary’s performance. This thesis makes three significant contributions to the subsidiary literature as it 1) introduces and develops the concept of SEA, 2) identifies the antecedents of SEA, and 3) demonstrates the impact of SEA on subsidiary opportunity recognition. Implications for subsidiaries, headquarters and policy makers are discussed along with the limitations of the study

    A Decision Support System for Economic Viability and Environmental Impact Assessment of Vertical Farms

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    Vertical farming (VF) is the practice of growing crops or animals using the vertical dimension via multi-tier racks or vertically inclined surfaces. In this thesis, I focus on the emerging industry of plant-specific VF. Vertical plant farming (VPF) is a promising and relatively novel practice that can be conducted in buildings with environmental control and artificial lighting. However, the nascent sector has experienced challenges in economic viability, standardisation, and environmental sustainability. Practitioners and academics call for a comprehensive financial analysis of VPF, but efforts are stifled by a lack of valid and available data. A review of economic estimation and horticultural software identifies a need for a decision support system (DSS) that facilitates risk-empowered business planning for vertical farmers. This thesis proposes an open-source DSS framework to evaluate business sustainability through financial risk and environmental impact assessments. Data from the literature, alongside lessons learned from industry practitioners, would be centralised in the proposed DSS using imprecise data techniques. These techniques have been applied in engineering but are seldom used in financial forecasting. This could benefit complex sectors which only have scarce data to predict business viability. To begin the execution of the DSS framework, VPF practitioners were interviewed using a mixed-methods approach. Learnings from over 19 shuttered and operational VPF projects provide insights into the barriers inhibiting scalability and identifying risks to form a risk taxonomy. Labour was the most commonly reported top challenge. Therefore, research was conducted to explore lean principles to improve productivity. A probabilistic model representing a spectrum of variables and their associated uncertainty was built according to the DSS framework to evaluate the financial risk for VF projects. This enabled flexible computation without precise production or financial data to improve economic estimation accuracy. The model assessed two VPF cases (one in the UK and another in Japan), demonstrating the first risk and uncertainty quantification of VPF business models in the literature. The results highlighted measures to improve economic viability and the viability of the UK and Japan case. The environmental impact assessment model was developed, allowing VPF operators to evaluate their carbon footprint compared to traditional agriculture using life-cycle assessment. I explore strategies for net-zero carbon production through sensitivity analysis. Renewable energies, especially solar, geothermal, and tidal power, show promise for reducing the carbon emissions of indoor VPF. Results show that renewably-powered VPF can reduce carbon emissions compared to field-based agriculture when considering the land-use change. The drivers for DSS adoption have been researched, showing a pathway of compliance and design thinking to overcome the ‘problem of implementation’ and enable commercialisation. Further work is suggested to standardise VF equipment, collect benchmarking data, and characterise risks. This work will reduce risk and uncertainty and accelerate the sector’s emergence
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