This research examines business relationship structure, formation, development, and maintenance w... more This research examines business relationship structure, formation, development, and maintenance where the socio-political and economic environment for both exchange partners is highly turbulent. Based on multiple casestudy data from 33 firms located in the Middle East, we find that turbulent environments create perceptions of uncertainty, dependence, vulnerability, urgency, and crises, leading to the formation of interimistic relationships different from those found within non-turbulent environments. These relationships are characterised by a constant search for new partners and the maintenance of a diverse portfolio of relationships. Relationships typically develop rapidly comprising three phases where a unique dynamic and structure is apparent. Dominant relationship characteristics include competence-based trust alongside control, high levels of instantaneous commitment, informal and rapid adaptation, frequent informal communication, and significant and ongoing efforts at strengthening social bonds with existing and potential partners.
The aim of the article is to examine the choice of in-house operations versus buying maintenance ... more The aim of the article is to examine the choice of in-house operations versus buying maintenance in the context of the Swedish mining industry. The operation of maintenance has become a critical strategic business concern. On the one hand, from a customer perspective the costs of maintenance is becoming increasingly more significant and the costs of large production stops that may occur when maintenance fails is indisputably damaging. Consequently, maintenance must be handled with skill and caution. On the other hand, from a supplier perspective maintenance is an important strategic component and is often more profitable and reliable than sales from new business. In an attempt to maintain and increase revenue for maintenance, suppliers are bundling maintenance into integrated solutions by offering different packages of maintenance or widening the offering to include equipment from competitors or even to give performance guarantees for entire production systems We analyze the rationa...
The aim of the article is to analyze the rational for choice of suppliers and the influence these... more The aim of the article is to analyze the rational for choice of suppliers and the influence these decisions have on the firm’s core competencies. We examine the choice of in-house operations versus buying maintenance in the Swedish mining industry through a qualitative case study approach. The findings reveal a strong tendency to outsource maintenance. This in turn has a strong influence on the firm’s core competencies, sustained competitive advantage and long-term sustainability. Based on the empirical findings, we comment on the strength and weaknesses of the different outsourcing approaches and offer recommendations to reshape management discourse to successfully integrate the trend to outsourcing and also achieve long term impact.
This study addresses how non-profit organisations like art galleries participate in co-creating v... more This study addresses how non-profit organisations like art galleries participate in co-creating value to visitors (customers), providers, and other stakeholders, and how these processes can be conceptualised within a service logic framework. We evaluate how an art gallery touring exhibition in regional Australia contributed to customer value, drawing on data collected in 2014–2016 from publications and websites, and interviews with staff of art galleries and arts organisations. Our findings illuminated four forms of value creation: financial, knowledge sharing, social and cultural, and professional value. Country art galleries have strong visitor orientation and employ co-creation processes focused on enhancing visitors’ experience, aligned with government directions on Indigenous understanding and objectives of local Indigenous art communities. However, customer value exchange is not well understood. The lack of marketing research expertise and usable visitor data is a barrier to v...
This paper explores the relationship between customer-generated word-of-mouth and corporate reput... more This paper explores the relationship between customer-generated word-of-mouth and corporate reputation. After a concise literature review, we present several insights from a multiple case study of 3 organizations. Our main finding is that customer dissatisfaction and negative word-of-mouth (NWOM) are thought to have strong downside consequences for corporate reputation. Positive WOM does not appear to have equivalent upside significance for corporate reputation. NWOM often occurs as customers express dissatisfaction because of substandard customer service. However, it is when these issues or other negatively connoted stories find their way into the public domain that reputation suffers. Fear of reputational damage causes great anxiety to the organisations' senior management. Reputations are shown to be fragile. Damage limitation strategies are implemented in all three organisations.
Asia Pacific Journal of Marketing and Logistics, 2015
Purpose– The purpose of this paper is to analyze the rationale for choice of suppliers and the in... more Purpose– The purpose of this paper is to analyze the rationale for choice of suppliers and the influence these decisions have on the firm’s capabilities.Design/methodology/approach– The authors examine the choice of in-house operations vs buying maintenance in the Swedish mining industry through a qualitative case study approach.Findings– The findings reveal a strong tendency to outsource maintenance.Research limitations/implications– This in turn has a strong influence on the firm’s capabilities and long-term competitive advantage and sustainability.Practical implications– Based on the empirical findings, the authors comment on the strength and weaknesses of the different outsourcing and attempt to find practical solutions that assist the firm in creating competitive advantage.Originality/value– The unique contribution of this study is that it extends prior firm capabilities studies by investigating the impact of capability loss specifically in complex, intricate maintenance proces...
Advances in Business Marketing and Purchasing, 2010
This paper describes a practical method to study structure and dynamics of business relationships... more This paper describes a practical method to study structure and dynamics of business relationships by applying the findings that the previous two papers outline. The focus is to provide managers with suitable tools that improve their ability to understand and manage business relationships. The paper provides templates of figures and tables, as well as instructions on how to use them to facilitate describing structure of relationships. Relationship structure is based on five multidimensional constructs composed of trust, commitment, bonds, information sharing, and distance and dynamics of relationships based on rules of meaning and action, which are called constitutive and regulative rules.
Advances in Business Marketing and Purchasing, 2010
ABSTRACT Relationships are socially constructed by companies in interaction. This study explains ... more ABSTRACT Relationships are socially constructed by companies in interaction. This study explains the dynamic character of business-to-business relationships with the aid of rules theory, a theory borrowed from the communications field. Two forms of rules are identified: constitutive rules guide the interpretation of the other's acts, and regulative rules guide the appropriate response to the interpreted act. Rules theory asserts that companies act as if applying these rules. Relationships provide not only the context in which the parties’ acts are performed but are also the result of such acts. Thus, relationships are potentially reshaped each time one party performs an act and the other party gives meaning to that act and reacts.
Advances in Business Marketing and Purchasing, 2010
ABSTRACT This paper reports the results of a three-year-long research on business relationships, ... more ABSTRACT This paper reports the results of a three-year-long research on business relationships, relying on qualitative data gathered through multiple-case study research of four focal companies operating in Australia. The industry settings are as follows: steel construction, vegetable oils trading, aluminum and steel can manufacture, and imaging solutions. The research analyzes two main aspects of relationships: structure and process. This paper deals with structure describing it by the most desired features of intercompany relationships for each focal company. The primary research data have been coded drawing on extant research into business relationships. The main outcome of this part of the research is a five construct model composed by trust, commitment, bonds, distance, and information sharing that accounts for all informants’ utterances about relationship structure.
This paper explores how the use of art and the role of the artist impacts on corporate reputation... more This paper explores how the use of art and the role of the artist impacts on corporate reputation and business success. Drawing on data from two retailers this research finds that the use of art in communication has significant impact on corporate reputation and business success. Data suggest that artwork can be used in four ways: (1) as a basis of the design of merchandise being marketed, (2) as a form of advertising synonymous with the product, and (3) as a method of stimulating PR, controversy and word of mouth in the community and (4) the establishment of a unique identity. It is argued that each of these behaviours has contributed to these firms' corporate reputations and that in the process emergent goodwill has developed surrounding the artists and their work. Of particular value was the contribution the artists themselves lent to the brand's identity, image and corporate reputation.
Bolivia's political development has been characterized by elitist control set in an environme... more Bolivia's political development has been characterized by elitist control set in an environment of political instability and a weak decentralized state. Since the 1980s and Bolivia's transition to a limited form of democracy, this elitist control has been successfully challenged from the left and, since the early 2000s, particularly by the indigenous population. In fact, Bolivian contemporary politics and interest group activity have been shaped mainly by the rise in political power of the left and indigenous interests. This rise, given a weak state transitioning to limited democracy, has had several consequences for interest group activity that add increasing complexity to the group system. One consequence of Bolivia's course of political development is that, although it exhibits many common elements of interest group activity explained by existing group theories, aspects of its group development are not adequately accounted for by these theories. In addition, there are...
PurposeThis paper seeks to analyse the effects that previous episodes have on business‐to‐busines... more PurposeThis paper seeks to analyse the effects that previous episodes have on business‐to‐business relationships and how these episodes can influence the parties’ responses to a particular act. This investigation uses a network approach to investigate this relational situation.Design/methodology/approachA single case study was used based on dozens of semi‐structured interviews to explore this phenomenon. Qualitative information was gathered. In addition to interviews, review of documents and observation were also completed.FindingsIt was found that varied outcomes occurred in the relationships and are a consequence of the contexts brought to bear on the dealers’ interpretations of the act of introducing a new agreement. New dealer relationships were strengthened, while established dealer relationships may have been weakened.Practical implicationsA long‐term relationship, built through exchanging acts over time, conditions the counterpart's response to the focal company's act...
This study examines the influence of acculturation on ethnic consumers&am... more This study examines the influence of acculturation on ethnic consumers' relational bonding with their banking service provider. The study is set in the financial services sector and focuses on Chinese consumers living in New Zealand. In the collectivist Chinese culture, building personal relationships based on guanxi is of primary importance. Therefore, understanding the interplay between relational behavior and guanxi in
Global business practices: adapting for success. By Camille P. Schuster, Michael J. Copeland, Tho... more Global business practices: adapting for success. By Camille P. Schuster, Michael J. Copeland, Thompson Higher Education: Mason, OH; 2006; 248 pages, ISBN-13: 978-0324233094-Biggemann-2007-Journal of Public Affairs-Wiley Online Library
This research examines business relationship structure, formation, development, and maintenance w... more This research examines business relationship structure, formation, development, and maintenance where the socio-political and economic environment for both exchange partners is highly turbulent. Based on multiple casestudy data from 33 firms located in the Middle East, we find that turbulent environments create perceptions of uncertainty, dependence, vulnerability, urgency, and crises, leading to the formation of interimistic relationships different from those found within non-turbulent environments. These relationships are characterised by a constant search for new partners and the maintenance of a diverse portfolio of relationships. Relationships typically develop rapidly comprising three phases where a unique dynamic and structure is apparent. Dominant relationship characteristics include competence-based trust alongside control, high levels of instantaneous commitment, informal and rapid adaptation, frequent informal communication, and significant and ongoing efforts at strengthening social bonds with existing and potential partners.
The aim of the article is to examine the choice of in-house operations versus buying maintenance ... more The aim of the article is to examine the choice of in-house operations versus buying maintenance in the context of the Swedish mining industry. The operation of maintenance has become a critical strategic business concern. On the one hand, from a customer perspective the costs of maintenance is becoming increasingly more significant and the costs of large production stops that may occur when maintenance fails is indisputably damaging. Consequently, maintenance must be handled with skill and caution. On the other hand, from a supplier perspective maintenance is an important strategic component and is often more profitable and reliable than sales from new business. In an attempt to maintain and increase revenue for maintenance, suppliers are bundling maintenance into integrated solutions by offering different packages of maintenance or widening the offering to include equipment from competitors or even to give performance guarantees for entire production systems We analyze the rationa...
The aim of the article is to analyze the rational for choice of suppliers and the influence these... more The aim of the article is to analyze the rational for choice of suppliers and the influence these decisions have on the firm’s core competencies. We examine the choice of in-house operations versus buying maintenance in the Swedish mining industry through a qualitative case study approach. The findings reveal a strong tendency to outsource maintenance. This in turn has a strong influence on the firm’s core competencies, sustained competitive advantage and long-term sustainability. Based on the empirical findings, we comment on the strength and weaknesses of the different outsourcing approaches and offer recommendations to reshape management discourse to successfully integrate the trend to outsourcing and also achieve long term impact.
This study addresses how non-profit organisations like art galleries participate in co-creating v... more This study addresses how non-profit organisations like art galleries participate in co-creating value to visitors (customers), providers, and other stakeholders, and how these processes can be conceptualised within a service logic framework. We evaluate how an art gallery touring exhibition in regional Australia contributed to customer value, drawing on data collected in 2014–2016 from publications and websites, and interviews with staff of art galleries and arts organisations. Our findings illuminated four forms of value creation: financial, knowledge sharing, social and cultural, and professional value. Country art galleries have strong visitor orientation and employ co-creation processes focused on enhancing visitors’ experience, aligned with government directions on Indigenous understanding and objectives of local Indigenous art communities. However, customer value exchange is not well understood. The lack of marketing research expertise and usable visitor data is a barrier to v...
This paper explores the relationship between customer-generated word-of-mouth and corporate reput... more This paper explores the relationship between customer-generated word-of-mouth and corporate reputation. After a concise literature review, we present several insights from a multiple case study of 3 organizations. Our main finding is that customer dissatisfaction and negative word-of-mouth (NWOM) are thought to have strong downside consequences for corporate reputation. Positive WOM does not appear to have equivalent upside significance for corporate reputation. NWOM often occurs as customers express dissatisfaction because of substandard customer service. However, it is when these issues or other negatively connoted stories find their way into the public domain that reputation suffers. Fear of reputational damage causes great anxiety to the organisations' senior management. Reputations are shown to be fragile. Damage limitation strategies are implemented in all three organisations.
Asia Pacific Journal of Marketing and Logistics, 2015
Purpose– The purpose of this paper is to analyze the rationale for choice of suppliers and the in... more Purpose– The purpose of this paper is to analyze the rationale for choice of suppliers and the influence these decisions have on the firm’s capabilities.Design/methodology/approach– The authors examine the choice of in-house operations vs buying maintenance in the Swedish mining industry through a qualitative case study approach.Findings– The findings reveal a strong tendency to outsource maintenance.Research limitations/implications– This in turn has a strong influence on the firm’s capabilities and long-term competitive advantage and sustainability.Practical implications– Based on the empirical findings, the authors comment on the strength and weaknesses of the different outsourcing and attempt to find practical solutions that assist the firm in creating competitive advantage.Originality/value– The unique contribution of this study is that it extends prior firm capabilities studies by investigating the impact of capability loss specifically in complex, intricate maintenance proces...
Advances in Business Marketing and Purchasing, 2010
This paper describes a practical method to study structure and dynamics of business relationships... more This paper describes a practical method to study structure and dynamics of business relationships by applying the findings that the previous two papers outline. The focus is to provide managers with suitable tools that improve their ability to understand and manage business relationships. The paper provides templates of figures and tables, as well as instructions on how to use them to facilitate describing structure of relationships. Relationship structure is based on five multidimensional constructs composed of trust, commitment, bonds, information sharing, and distance and dynamics of relationships based on rules of meaning and action, which are called constitutive and regulative rules.
Advances in Business Marketing and Purchasing, 2010
ABSTRACT Relationships are socially constructed by companies in interaction. This study explains ... more ABSTRACT Relationships are socially constructed by companies in interaction. This study explains the dynamic character of business-to-business relationships with the aid of rules theory, a theory borrowed from the communications field. Two forms of rules are identified: constitutive rules guide the interpretation of the other's acts, and regulative rules guide the appropriate response to the interpreted act. Rules theory asserts that companies act as if applying these rules. Relationships provide not only the context in which the parties’ acts are performed but are also the result of such acts. Thus, relationships are potentially reshaped each time one party performs an act and the other party gives meaning to that act and reacts.
Advances in Business Marketing and Purchasing, 2010
ABSTRACT This paper reports the results of a three-year-long research on business relationships, ... more ABSTRACT This paper reports the results of a three-year-long research on business relationships, relying on qualitative data gathered through multiple-case study research of four focal companies operating in Australia. The industry settings are as follows: steel construction, vegetable oils trading, aluminum and steel can manufacture, and imaging solutions. The research analyzes two main aspects of relationships: structure and process. This paper deals with structure describing it by the most desired features of intercompany relationships for each focal company. The primary research data have been coded drawing on extant research into business relationships. The main outcome of this part of the research is a five construct model composed by trust, commitment, bonds, distance, and information sharing that accounts for all informants’ utterances about relationship structure.
This paper explores how the use of art and the role of the artist impacts on corporate reputation... more This paper explores how the use of art and the role of the artist impacts on corporate reputation and business success. Drawing on data from two retailers this research finds that the use of art in communication has significant impact on corporate reputation and business success. Data suggest that artwork can be used in four ways: (1) as a basis of the design of merchandise being marketed, (2) as a form of advertising synonymous with the product, and (3) as a method of stimulating PR, controversy and word of mouth in the community and (4) the establishment of a unique identity. It is argued that each of these behaviours has contributed to these firms' corporate reputations and that in the process emergent goodwill has developed surrounding the artists and their work. Of particular value was the contribution the artists themselves lent to the brand's identity, image and corporate reputation.
Bolivia's political development has been characterized by elitist control set in an environme... more Bolivia's political development has been characterized by elitist control set in an environment of political instability and a weak decentralized state. Since the 1980s and Bolivia's transition to a limited form of democracy, this elitist control has been successfully challenged from the left and, since the early 2000s, particularly by the indigenous population. In fact, Bolivian contemporary politics and interest group activity have been shaped mainly by the rise in political power of the left and indigenous interests. This rise, given a weak state transitioning to limited democracy, has had several consequences for interest group activity that add increasing complexity to the group system. One consequence of Bolivia's course of political development is that, although it exhibits many common elements of interest group activity explained by existing group theories, aspects of its group development are not adequately accounted for by these theories. In addition, there are...
PurposeThis paper seeks to analyse the effects that previous episodes have on business‐to‐busines... more PurposeThis paper seeks to analyse the effects that previous episodes have on business‐to‐business relationships and how these episodes can influence the parties’ responses to a particular act. This investigation uses a network approach to investigate this relational situation.Design/methodology/approachA single case study was used based on dozens of semi‐structured interviews to explore this phenomenon. Qualitative information was gathered. In addition to interviews, review of documents and observation were also completed.FindingsIt was found that varied outcomes occurred in the relationships and are a consequence of the contexts brought to bear on the dealers’ interpretations of the act of introducing a new agreement. New dealer relationships were strengthened, while established dealer relationships may have been weakened.Practical implicationsA long‐term relationship, built through exchanging acts over time, conditions the counterpart's response to the focal company's act...
This study examines the influence of acculturation on ethnic consumers&am... more This study examines the influence of acculturation on ethnic consumers' relational bonding with their banking service provider. The study is set in the financial services sector and focuses on Chinese consumers living in New Zealand. In the collectivist Chinese culture, building personal relationships based on guanxi is of primary importance. Therefore, understanding the interplay between relational behavior and guanxi in
Global business practices: adapting for success. By Camille P. Schuster, Michael J. Copeland, Tho... more Global business practices: adapting for success. By Camille P. Schuster, Michael J. Copeland, Thompson Higher Education: Mason, OH; 2006; 248 pages, ISBN-13: 978-0324233094-Biggemann-2007-Journal of Public Affairs-Wiley Online Library
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