Liz Lee‐Kelley, Sara Davies and Peter Kangis
Manufacturing companies, in searching for new approaches to retain customers, are increasingly using service as a differentiator and as a means of integrating themselves into the…
Abstract
Manufacturing companies, in searching for new approaches to retain customers, are increasingly using service as a differentiator and as a means of integrating themselves into the customers’ supply chain systems. This study is pivotal in exploring the concept of employing service quality in a non‐service industry to raise switching barriers and to create customer longevity. A survey of the UK steel industry has revealed that the higher the level of perceived quality of service, the higher the expressed intended loyalty. For steel managers, this research has highlighted the importance of establishing a relationship strategy through service enhancement to foster customer loyalty.
Details
Keywords
Liz Lee‐Kelley, Deborah A. Blackman and Jeffrey Peter Hurst
The purpose of this study is to demonstrate a relationship between learning organisation theory and the potential to retain knowledge workers. It emphasises that human resource…
Abstract
Purpose
The purpose of this study is to demonstrate a relationship between learning organisation theory and the potential to retain knowledge workers. It emphasises that human resource (HR) managers must recognise specific relationships between learning organisation elements, job satisfaction facets and turnover intent as they emerge for their knowledge workers.
Design/methodology/approach
A survey was undertaken sampling knowledge workers in the information technology (IT) industry. Measured on a Likert scale, the instrument was designed to explore the impact of learning organisation disciplines upon job satisfaction and the importance of job satisfaction in determining turnover intent.
Findings
Analysis of the survey showed evidence of a relationship between learning organisation disciplines and turnover intent. All the learning organisation disciplines discussed in the paper correlated to at least one of the six job satisfaction dimensions, of which reward and challenge exerted the most significant influence upon turnover intent.
Practical implications
The results suggest that three initial strategies should be implemented by HR managers in order to reduce possible staff turnover. The strategies identified are first, linking shared vision, challenge and systems thinking together via personal mastery; second, being more critical of which mental models are developed and shared within the organisation; and finally, developing team learning systems throughout the organisation.
Originality/value
This study emphasises that HR managers should recognise specific career needs for their knowledge workers and that adopting appropriate strategies will increase retention.
Details
Keywords
Liz Lee‐Kelley, Alf Crossman and Anne Cannings
This paper uses social interaction theory and Tuckman's team development model to report and interpret the findings of a case‐based research into the forming and performance of…
Abstract
This paper uses social interaction theory and Tuckman's team development model to report and interpret the findings of a case‐based research into the forming and performance of eight internationally situated virtual project teams operating in the information technology industry. Its objective is to highlight the need to bridge the “gap” between the structural and process orientations of management and virtual team members' situational perceptions and psychological drivers (the “invisibles”). For organizations contemplating the adoption of these new organizational forms, its findings will provide a holistic framework to guide their transformation from conventional to virtual teams. Some of the issues identified here are also likely to be salient to those who are already using virtual teams.
Details
Keywords
Deborah A. Blackman and Liz Lee‐Kelley
The purpose of this paper is to argue that how HRD is undertaken needs careful consideration, since some HRD implementation schemes may actually prevent the acquisition of new…
Abstract
Purpose
The purpose of this paper is to argue that how HRD is undertaken needs careful consideration, since some HRD implementation schemes may actually prevent the acquisition of new knowledge, thereby developing stagnation.
Design/methodology/approach
The paper uses qualitative data derived from learning and non‐learning organisations. The data were collected from four companies via open‐ended questionnaires and structured interviews.
Findings
The paper demonstrates how strongly shared mental models may affect organisational HRD processes in such a way as to trigger closure to new knowledge and learning. The types of learning and knowledge present in the organisations are found to limit the possibility of radical change.
Research limitations/implications
HRD implementation systems themselves may strengthen mental models, thereby allowing the difficulties to emerge because the learning and knowledge being developed will only support incremental change if any. The potential reversion of the direction of organisational learning is mooted, indicating that new ideas may either not enter the system or be rejected once they are perceived. HRD systems need to be designed to develop and maintain organisational openness.
Originality/value
The danger of HRD exacerbating organisational closure is explained. An alternative role for HRD professionals is outlined, with the new focus being on developing ongoing challenge at all times. The paper concludes that, although properly structured and thoughtfully implemented HRD can be a positive driver for organisational learning, HRD developments need to focus on the type of knowledge being developed as well as the level of learning.
Details
Keywords
Liz Lee‐Kelley, David Gilbert and Nada F. Al‐Shehabi
The recent concept of the “virtual exhibition” (VE) arose from an excess of demand over availability of traditional (physical) exhibitions. This initiative emerged from the…
Abstract
The recent concept of the “virtual exhibition” (VE) arose from an excess of demand over availability of traditional (physical) exhibitions. This initiative emerged from the Association of Exhibition Organisers (www.aeo.org.uk) and paved the way for far‐sighted businesses to look to the Internet as an alternative platform. However, given its recent inception there is little empirical research on this promising new practice. This study examines the attitudes of organisers of Middle East exhibitions toward the use of the VE including its suitability in supporting international marketing activities. The evidence from this exploratory research, sampled from a selection of European and Middle‐Eastern senior managers, leads to the conclusion that there is a general agreement on the potential of the VE and that it is likely to be a useful medium for “product”, “promotion” and “price”, although not as strongly for “place”. The weaker response to place could be due to a preference in the use of VE to convey information rather than distribute goods. It could also be due to many companies currently being unable to automatically integrate Internet purchases through the VE with their fulfilment. The study also discusses the various operational issues, as well as the benefits and weaknesses that VE inception needs to address.
Details
Keywords
Ailsa Kolsaker and Liz Lee‐Kelley
The purpose of this paper is to further understanding of citizens' attitudes towards electronic government (e‐government) and e‐governance.
Abstract
Purpose
The purpose of this paper is to further understanding of citizens' attitudes towards electronic government (e‐government) and e‐governance.
Design/methodology/approach
A quantitative study was conducted of 3,000 citizens of a relatively prosperous town in South‐East England. A 10 per cent response rate provided 302 completed questionnaires; 216 users of e‐government portals and 86 non‐users.
Findings
Findings indicate that whilst interest in e‐government is generally low overall, users appreciate personalisation, user‐friendliness and the ability to communicate. Users and non‐users perceive moderate value in e‐government for knowledge acquisition and communication, but little as a vehicle of democratic engagement. Those using e‐government frequently are more positive than other groups.
Research limitations/implications
The relatively low‐response rate (though not unusual for quantitative methods) suggests a general lack of interest; however users of e‐government are appreciative of a few, key benefits. In relation to enhancing participation, the findings suggest that Government ambitions far outstrip those of its citizens. To improve usage, the authors propose that non‐users need to be tempted online in a secure environment, that users should be provided with personalised pages in line with their expectations, that elected members should be encouraged to view with web as a means of reaching out to voters and that citizens should be educated in exploiting the potentially valuable online tools to enhance participation. The study is limited by the exclusive use of quantitative methods; the outcomes suggest that further, qualitative, research could be valuable in exploring user needs, motivations, competence, and level of political engagement.
Originality/value
The paper adds insight into citizens' attitudes towards e‐government and e‐governance.
Details
Keywords
David Gilbert, Liz Lee‐Kelley and Maya Barton
Mobile Internet technology (MIT) is an extension of the Internet beyond the static terminal of the personal computer or television. It has been forecasted that by the end of 2005…
Abstract
Mobile Internet technology (MIT) is an extension of the Internet beyond the static terminal of the personal computer or television. It has been forecasted that by the end of 2005, there will be almost 500 million users of mobile m‐commerce, generating more than $200 billion in revenues. Contributes to the body of knowledge on how to approach the study of MIT products. Proposes that consumer perceptions of MIT products can lead to dichotomous decision making and argues that the challenge for marketers is to harness and fit this dichotomy to the MIT product continuum through an understanding of consumer psychological and attribution factors. The overall findings indicate that technology anxiety correlates with demographic variables such as age, gender and academic qualifications. Therefore, the implications of the study are that technology product engineering and marketing should recognise the importance of: study of the psychosocial needs of technology products, human factors in engineering design which need to fit these needs; and developing product designs facilitating consumers' psychosocial needs.
Details
Keywords
Liz Lee‐Kelley, David Gilbert and Robin Mannicom
Internet‐based companies need to remain competitive. One way of improving competitive advantage is to attract more customers and increase customer retention; for example, by…
Abstract
Internet‐based companies need to remain competitive. One way of improving competitive advantage is to attract more customers and increase customer retention; for example, by developing long‐term, secure relationships between the buyers and sellers. Little empirical research has been conducted on the link between customer relationship management and customer loyalty within an Internet, or e‐commerce, context. This study provides evidence of how to improve planning for customer management by presenting and testing a conceptual model of the process by which the implementation of electronic relationship marketing (e‐CRM), can enhance loyalty. While building the research framework, price sensitivity was found to be a primary confounding element on loyalty and was included in the study for control. An exploratory study of Internet retailers, e‐retailers, and their customers was conducted and the findings revealed that e‐retail companies (with CD, DVD, video and book products) should consider customers’ perceptions of relationship marketing efforts, as they are fundamental to enhancing customer loyalty and that an enhancement of customer loyalty reduces price sensitivity.
Details
Keywords
Shifting work patterns and increasing organisational cooperations have led to electronically integrated “unbounded” organisations and virtual teams. This study is pivotal in…
Abstract
Shifting work patterns and increasing organisational cooperations have led to electronically integrated “unbounded” organisations and virtual teams. This study is pivotal in exploring the project manager’s leadership style and control in managing changing project boundaries and permeable interfaces. A survey of clinical research projects indicates that project managers are not overly affected by internal market mechanisms or constraints on face‐to‐face interactions. However, certain project variables such as project objectives, team size, frequency of team changes and project duration play significant roles in the relationship between the project leader and his/her perception of project difficulties. The study’s observations and conclusions are useful to the project owner/sponsor as well as the project manager; either might seek to select situations that would best match the manager’s inclination or style and to avoid projects that are likely to present him/her with situations that are counter to his/her default preference.