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Case study
Publication date: 1 November 2018

Denis Hübner, Bublu Thakur-Weigold and Stephan M. Wagner

When established markets in the West are stagnating or in crisis, companies increasingly look to emerging markets, especially the so-called BRICs, for growth potential. However…

Abstract

When established markets in the West are stagnating or in crisis, companies increasingly look to emerging markets, especially the so-called BRICs, for growth potential. However, these new markets also pose unique challenges, for which the best practices and assumptions of Western managers are not automatically suited. Setting up supply chains in new regions confronts firms with multiple challenges in terms of regulation, resources, culture, and infrastructure. In this case study, students will accompany a successful German FMCG manager as he plans his company’s expansion into Russia, and is forced to look at the opportunities and challenges from a new perspective.

Details

Council of Supply Chain Management Professionals Cases, vol. no.
Type: Case Study
ISSN: 2631-598X
Published by: Council for Supply Chain Management Professionals

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Article
Publication date: 3 April 2018

Denis Hübner, Stephan M. Wagner and Stefan Kurpjuweit

This study aims to explore the service recovery paradox (SRP) in business to business (B2B) relationships. Previously, this phenomenon has been identified in consumer-facing…

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Abstract

Purpose

This study aims to explore the service recovery paradox (SRP) in business to business (B2B) relationships. Previously, this phenomenon has been identified in consumer-facing industries. The research advances the marketing literature by highlighting the ways in which the antecedents of the service recovery paradox differ between B2B and consumer markets.

Design/methodology/approach

This research draws upon findings on the SRP in the consumer setting and service failure literature in business to consumer and B2B contexts. For the analysis, interview data were collected from 43 informants among clients and service providers in the aftermath of a service failure.

Findings

The authors propose an exploratory model of the SRP for B2B relationships. In the B2B setting the propensity of eliciting the SRP depends on (1) the characteristics of the service failure, (2) the attributes of the service recovery and (3) the shared subjective perceptions among boundary spanners.

Practical implications

Empowered operating-level employees, straightforward communication, immediate responses and action plans that ensure future conformance are the key factors to turn service failures into increased customer satisfaction.

Originality/value

This study is the first to transfer the SRP from consumer marketing into the B2B domain. Moreover, it derives an exploratory model of the SRP, which can be refined by future research.

Details

Journal of Business & Industrial Marketing, vol. 33 no. 3
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 1 April 1995

Hansruedi Müller and Marion Thiem

This article risks the attempt to move the discussion of culture and tourism onto a broader basis. It replaces a rigid conception of culture with a dynamic model and starts from a…

462

Abstract

This article risks the attempt to move the discussion of culture and tourism onto a broader basis. It replaces a rigid conception of culture with a dynamic model and starts from a framing premise of empathy rather than cultural pessimism. It uses an extended explanatory model of tourism to seek answers to two central questions: what functions does travel fulfill for the travelers' culture and what effects can tourism have on hosts culture? The report demonstrates that the ritual, utopian and mythical character of travel makes a significant contribution to satisfying the basic human needs for security, activity and pluralism. In this way the holiday culture that has developed in the western countries has come to assume a vital role in strengthening cultural identity.

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The Tourist Review, vol. 50 no. 4
Type: Research Article
ISSN: 0251-3102

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Article
Publication date: 16 April 2018

Roy Larke, Mark Kilgour and Huw O’Connor

The purpose of this paper is to provide an analysis of a major retailer’s transition to omnichannel retailing (OCR) from an existing multichannel retailing (MCR) base. Using the…

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Abstract

Purpose

The purpose of this paper is to provide an analysis of a major retailer’s transition to omnichannel retailing (OCR) from an existing multichannel retailing (MCR) base. Using the illustrative case of Seven & I (S&I) Holdings, the paper positions OCR in terms of its goal to provide added customer value through a seamless brand experience.

Design/methodology/approach

The research uses a case study methodology, based on a series of in-depth interviews. Executives at S&I were interviewed as the core of the case, and supporting interviews were carried out with executives at Yamato Transport, Inditex Japan and Rakuten. Data collected in interviews were cross-referenced to industry and trade press reports, providing an illustration of the motivation and strategic decisions behind the transition to OCR, and of factors that have direct impact on the implementation of the model.

Findings

The results illustrate the difficulty in achieving OCR in terms of unifying customer experience across multiple channels. The case demonstrates the potential for cross-channel integration through multiple, but integrated touchpoints, and the leveraging of existing multichannel retail infrastructure and systems. In addition to confirming previous conceptual understanding of the transition process, the core findings demonstrate the importance of the strategic implementation process, the importance of the retailer’s brand portfolio and brand management, and the need to adjust and leverage existing facilities and infrastructure.

Research limitations/implications

The study is limited by the single case employed, although the complexity of OCR implementation does not take away from the practical implications in a broader sense. It could be argued that the Japanese retail industry has some differences to other markets, but the customer-orientated nature of S&I’s implementation, and its aim to leverage existing infrastructure, is illustrative for similar strategies of retailers elsewhere in the world.

Practical implications

The study has value to both researchers and practitioners as a structured synopsis of an actual case of transition, and adds to the literature that relates to OCR and to Japanese distribution. It demonstrates not only the need for robust supply chain, logistics, IT, marketing and retail infrastructure, and integration across distribution systems, but also the importance of the retailer’s brand portfolio, which may need significant adjustment to best promote added customer value. The success of S&I is predicated on both the high population densities, characteristic of the Japanese market, and a strong, longstanding MCR base. Similar systems and implementation issues apply to other markets that operate under similar conditions.

Social implications

The social implications of the paper relate to the fact that, although the transition to OCR may be a difficult, costly, and time-consuming proposition for a retailer, increasingly consumers are coming to expect both informational and purchasing options for brands to be available as, when and where they want them. The 24-7 nature of omnichannel also generates significant challenges in terms of work volumes and environmental impact. These issues are touched upon this paper.

Originality/value

This paper provides a case of a major and well-known retailer and the transition process towards an OCR model, of which there are currently few case studies available. It also adds significantly to the body of literature relating to Japanese distribution and provides insights into strategy not generally known in the English-speaking world.

Details

International Journal of Physical Distribution & Logistics Management, vol. 48 no. 4
Type: Research Article
ISSN: 0960-0035

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Book part
Publication date: 25 October 2023

Ali Katouzian Bolourforoush and Hamid Jahankhani

Banking traces back to 2000 BC in Assyria, India and Sumeria. Merchants used to give grain loans to farmers and traders to carry goods between cities. In ancient Greece and Roman…

Abstract

Banking traces back to 2000 BC in Assyria, India and Sumeria. Merchants used to give grain loans to farmers and traders to carry goods between cities. In ancient Greece and Roman Empire, lenders in temples, provided loans, and accepted deposits while performed change of money. The archaeological evidence uncovered in India and China corroborates this. The major development in banking came predominantly in the mediaeval, Renaissance Italy, with the major cities Florence, Venice and Genoa being the financial centres. Technology has become an inherent and integral part of our lives. We are generating a huge amount of data in transfer, storage and usage, with greater demands of ubiquitous accessibility, inducing an enormous impact on industry and society. With the emergence of smarter cities and societies, the security challenges pertinent to data become greater, impending impact on the consumer protection and security. The aim of this chapter is to highlight if SSI and passwordless authentication using FIDO-2 protocol assuage security concerns such as authentication and authorisation while preserving the individual's privacy.

Details

Technology and Talent Strategies for Sustainable Smart Cities
Type: Book
ISBN: 978-1-83753-023-6

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Book part
Publication date: 1 June 2018

Ruth Penfold-Mounce

Abstract

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Death, The Dead and Popular Culture
Type: Book
ISBN: 978-1-78743-053-2

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Article
Publication date: 11 October 2024

Jens Lowitzsch, John D. Menke, Denis Suarsana, Graeme Nuttall, Tej Gonza and Thibault Mirabel

With a third of business successions failing, the EU is still confronted with a haemorrhage of around 150,000 enterprises and 600,000 jobs every year. Although 30 years of…

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Abstract

Purpose

With a third of business successions failing, the EU is still confronted with a haemorrhage of around 150,000 enterprises and 600,000 jobs every year. Although 30 years of research have confirmed the positive effects of employee share ownership (ESO) for European enterprises and its important function for business succession, best practice, such as the US ESOP, is thinly spread across the EU. Nevertheless, Member States (MS) have developed a broad variety of ESO schemes involving intermediary entities to acquire and administer employee shares in the employer firm in particular for the transfer of businesses to employees. However, for small and medium enterprise (SME) owners the main barrier is still a lack of clearcut and transparent options to sell their enterprise to their employees and corresponding incentives to do so. In this light, this paper proposes a European approach, that is, a European Employee Stock Ownership Plan (European ESOP).

Design/methodology/approach

A “Common European ESOP Regime”, as a first step towards a “Common European Regime on EFP” would complement existing national laws aiming primarily at their harmonisation. As the name suggests, this would be a second contract law regime parallel to national legislation on ESO. Its objective is to eliminate obstacles to the single market that mainly, though not exclusively, stem from heterogeneous regulatory density. The existing obstacles are due to the multifarious development of national laws governing employee financial participation (EFP) in the MS. The “Common European ESOP Regime” would offer employers and employees a choice between two alternative EFP regimes one originating in national legislation, the other in European legislation. The choice between these two alternatives would be entirely optional, as in the case of the European Company Statute.

Findings

The European ESOP is modelled on the US ESOP and EU best practices. It embraces six European types of legal vehicles, i.e. the employee ownership trust (EOT), the French employee ownership mutual fund (FCPE), the Austrian civil law foundation, the Spanish Sociedad Laboral, the cooperative and the closely held limited liability company.

Originality/value

The “Common European ESOP regime” would neither replace nor override national legislation but would serve as a cross-border alternative to national laws, to be used at the discretion of the parties involved. Regarding its contents, it would contain best practice rules derived from each of the ESOP vehicles discussed to reflect the entire life cycle of SMEs (starting up, consolidation and succession).

Details

Journal of Participation and Employee Ownership, vol. 7 no. 2
Type: Research Article
ISSN: 2514-7641

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Article
Publication date: 12 September 2023

Bilal Ahmad, Jingbo Yuan, Naeem Akhtar and Muhammad Ashfaq

Drawing on justice theory, this study aims to investigate the determinants and consequences of post-recovery satisfaction in a business-to-business (B2B) sales environment. In…

486

Abstract

Purpose

Drawing on justice theory, this study aims to investigate the determinants and consequences of post-recovery satisfaction in a business-to-business (B2B) sales environment. In addition, customer demandingness is used as a moderator in this study to assess the relationship between distributive justice (DJ), procedural justice (PJ) and interactional justice (IJ) and post-recovery satisfaction.

Design/methodology/approach

A conceptual framework was developed by testing five hypotheses based on data collected from 337 salesperson–customer dyads.

Findings

The findings of this study reveal that DJ, PJ and IJ are positively linked with post-recovery satisfaction. In addition, post-recovery satisfaction negatively impacts customer distrust. On the contrary, customer distrust positively influences value co-creation behavior and has a negative impact on trusting intention. Finally, the customer’s level of demandingness significantly and positively moderates the linkage between the dimensions of justice perception and post-recovery satisfaction.

Originality/value

Despite extensive literature on distrust, a research model that examines customers’ distrust attitudes toward service failure and B2B recovery satisfaction needs to be developed and validated. In this regard, the authors developed a framework to measure post-recovery satisfaction and its association with customers’ distrust in B2B a context.

Details

Journal of Business & Industrial Marketing, vol. 39 no. 2
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 22 January 2019

Rohit Titiyal, Sujoy Bhattacharya and Jitesh J. Thakkar

The purpose of this paper is to apply a multi-criteria decision-making (MCDM) framework to evaluate distribution strategies for an e-tailer. An application of MCDM method, the…

1088

Abstract

Purpose

The purpose of this paper is to apply a multi-criteria decision-making (MCDM) framework to evaluate distribution strategies for an e-tailer. An application of MCDM method, the hybrid DANP–VIseKriterijumska Optimizacija I Kompromisno Resenje (VIKOR) model, is used for e-tailers’ distribution strategy evaluation. The choice of distribution strategies under various dimensions is evaluated.

Design/methodology/approach

The authors used a hybrid MCDM model to solve the decision-making framework, which combines Decision-Making Trial and Evaluation Laboratory (DEMATEL), DEMATEL-based analytic network process and VIKOR method. Data were collected from the experts (e-tail manager, logistics manager, operations manager and distribution center (DC) manager) using two questionnaires, first for the influential relationship among the criteria and dimensions and second for a performance rating of each alternative (distribution strategies) against each criterion.

Findings

DANP with VIKOR method prioritizes the distribution strategies in the following order: DC shipment, drop shipment, click and collect, store shipment and click and reserve. Performance gap was calculated based on the VIKOR method to provide distribution strategies to an e-tailer under different situations. The authors infer that in developing country, product characteristics and transportation have a major influence on deciding the distribution strategy.

Practical implications

Decision-making framework will provide e-tail mangers a knowledge-based understanding to select the distribution strategy under the different situations related to the performance, product, e-tailer and external characteristics for smooth order fulfillment process. The insights developed by this research provide a framework for rational decision making in distribution strategy selection in e-business.

Originality/value

This is the first kind of a study which offers a decision framework for e-tail managers on how to choose distribution strategies under different situations which are related to the performance, product, e-tailer and external characteristics.

Details

Benchmarking: An International Journal, vol. 26 no. 2
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 1 March 1985

Tomas Riha

Nobody concerned with political economy can neglect the history of economic doctrines. Structural changes in the economy and society influence economic thinking and, conversely…

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Abstract

Nobody concerned with political economy can neglect the history of economic doctrines. Structural changes in the economy and society influence economic thinking and, conversely, innovative thought structures and attitudes have almost always forced economic institutions and modes of behaviour to adjust. We learn from the history of economic doctrines how a particular theory emerged and whether, and in which environment, it could take root. We can see how a school evolves out of a common methodological perception and similar techniques of analysis, and how it has to establish itself. The interaction between unresolved problems on the one hand, and the search for better solutions or explanations on the other, leads to a change in paradigma and to the formation of new lines of reasoning. As long as the real world is subject to progress and change scientific search for explanation must out of necessity continue.

Details

International Journal of Social Economics, vol. 12 no. 3/4/5
Type: Research Article
ISSN: 0306-8293

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