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The purpose of this paper is to discuss a practical approach taken by utilizing the non‐conformance/event management and failure investigation (FI) system to formally troubleshoot an actual process failure observed in the sequencing facility.

In this study the authors describe how the cause for the poor quality sequence data, as indicated from the quality score, involving high molecular weight follicular lymphoma DNA samples for a study of tumor‐associated genome rearrangements was successfully identified and confirmed through the application of a well structured FI process.

Through this FI process the underlying causes were effectively identified, immediate corrective actions were executed and a preventative action to avoid or minimize reoccurrences was also implemented and monitored for effectiveness.

This paper establishes that by applying a systematic, documented FI process the underlying causes of a process failure in an organization can be effectively identified and appropriate corrective and preventative actions can be successfully adopted.

This study investigated business-to-business (B2B) repeated purchase intent and its relationships with customer value and customer satisfaction. Additionally, it explored the link between willingness to purchase again, switching costs and product returns management. Modern customers are more likely to switch suppliers; however, previous research suggests that this behaviour can be attenuated by a robust returns management experience. The purpose of this study was to provide a revised model of B2B repeated purchase intent that integrates the concept of product returns management and switching costs with existing B2B customer repurchase intent models.

First, a qualitative inquiry based on semi-structured interviews was conducted to test and develop a quantitative survey. Then a survey was then sent to business owners operating in the audiology industry. Finally, there were 317 responses.

The authors reveal the complex relationship between returns management and repeated purchase intent. Specifically, the authors’ results indicate that the effect of product returns on repurchase intent is opposite to the effect of customer value, depending on the value of customer value. The authors’ findings indicate that even when switching costs are low, firms can positively impact the intent to purchase again in the future if they increase the level of customer satisfaction. In addition, the authors’ findings indicate that in the context of B2B a high/low level of customer satisfaction does not trigger a positive effect of managing product returns on repurchase intent.

This study was the first to introduce the concept of product returns management to research on B2B repurchase intent.

Given its importance in the brand management of service firms, the present research initiative primarily concerns the investigation of the formation process of consumer-brand relationships in the service industry. By considering a chain of effects’ model, this paper aims to integrate two brand commitment paradigm’s perspectives with service evaluation theory, representing the attitudinal and behavioral aspects of the relationship building process, to better explain the way consumers relate to a service brand. The proposed conceptual model is tested in the context of mobile broadband internet services.

A survey of 573 customers of mobile internet services was conducted using a structured questionnaire with established scales. Data were analyzed with partial least squares structural equation modeling.

The results indicated that brand loyalty is determined by relationship commitment, which, in turn, is influenced by the consumer-brand relationship components – trust, satisfaction, investment size and quality of alternatives – as well as by the service brand’s perceived value. Finally, the relationship quality components of the brand, trust and satisfaction to a large extent, and investment size to a lesser extent, mediate the relationships between service brand evaluation and brand commitment.

The sample is industry-specific, and this may affect generalizability of findings. Also, the cross-sectional design adopted does not reflect temporal changes.

From a practical point of view, the findings suggest that providers can improve their loyalty figures through the establishment of strong consumer-brand relationships as a result of the development and delivery of high quality, valuable services and other relationship-building tactics that support the consumer-brand binding.

Although there are previous studies that extend either the relationship investment model or the commitment-trust theory with the service evaluation theory, the proposed model is the first to combine the previous three research streams into one causal chain model, to explain the development and flow of events in the consumer-brand relationship process toward brand loyalty.

The scholarly discourse concerning the significance of relational embeddedness within multinational corporation (MNC) subsidiaries has reached a stage of maturity, albeit with fragmentation. In light of this, this paper aims to delineate hot topics that can serve as a promising research trajectory for future investigations into the phenomenon of relational embeddedness in MNC subsidiaries.

Through a systematic literature review, the authors examined 66 articles published between 1998 and 2022, sourced from two prominent databases: Scopus and Web of Science. To ensure the rigor of the investigation, the authors specifically focused on articles published in journals accredited with a minimum two-star rating according to the ABS (2021) criteria.

In the systematic review, the authors delineated four principal themes addressed in the literature concerning subsidiaries and relational embeddedness. Within these themes, the authors identified five underexplored research avenues that hold promise for future studies on relational embeddedness within the context of subsidiaries: (a) the question of the dark side of relational embeddedness, (b) the development of a global construct for relational embeddedness, (c) understanding how the social factors of relational embeddedness relate to each other, (d) the gains that local partners have in developing relational embeddedness with subsidiaries of foreign MNCs and how this relationship is moderated by the institutional environment and (e) the impact of internal.

While this study drew upon two major databases, future researchers are encouraged to explore alternative repositories to ensure the thoroughness of the findings. Another limitation of this study pertains to the chosen set of keywords, which did not encompass literature on innovation collaboration or knowledge flows within foreign subsidiaries. These areas are interconnected with the knowledge management literature and relational embeddedness, warranting attention in future investigations.

The managerial insights cater to two distinct cohorts: multinational subsidiary managers, equipping them with insights into leveraging relational strategies effectively and managers of partner companies, facilitating informed decision-making in optimizing access to subsidiary knowledge and resources.

In addition to facilitating the consolidation of fragmented literature, this study has identified five theoretical gaps that remain insufficiently explored within research utilizing the relational embeddedness framework in the context of MNC subsidiaries. Consequently, this research serves as an inaugural step for future investigations, elucidating specific avenues ripe for further exploration in the field.

The governance of information technology outsourcing (ITO) has been identified as an essential determinant for ITO success. Prior studies have shed light on effective governance structures in different organizational contexts. This study aims to advance this prior knowledge by exploring how interpersonal networks, as an important aspect of such context, reflect and influence ITO governance.

A single case study was conducted from a vendor’s perspective in an ITO dyad. Social network analysis was leveraged to reveal the interpersonal networks, with whole-network analysis on 24 team members in an ITO vendor company. In addition, open-ended interviews with six selected team members were utilized to identify the perceived governance structure.

The findings of this study suggest certain features of interpersonal networks, i.e. network density and cross-network comparison, can reflect governance structure in multiple aspects. Meanwhile, the authors also argue that interpersonal networks can influence the form of governance structure.

As a single case study, the context of the research site cannot be ignored in the inference of findings. To increase the confidence for further generalization, future empirical studies are needed especially in contrasting sites, such as ITO relations based on network governance.

This study associates intra-organizational characteristics of the vendor to the inter-organizational governance structure of the ITO relationship. It also provides an innovative methodology for both researchers and practitioners to assess ITO governance structure.

While cyberloafing has emerged as a prevalent issue in numerous workplaces, research on its consequences is still underdeveloped, highlighting a need for further exploration and analysis. Drawing upon the cognitive appraisal theory of emotion, this study investigates the influence of coworkers' cyberloafing on employees' workplace incivility, mediated by negative emotions and moderated by task interdependence.

In Study 1, the hypothesized research model was tested utilizing three-wave time-lagged survey data collected from 333 employees and their coworkers. In Study 2, an additional sample of 274 employees was surveyed. Data were analyzed using hierarchical regression analysis and the bootstrap method.

The results indicated that coworkers' cyberloafing positively influenced employees' workplace incivility, with this relationship mediated by negative emotions. Additionally, task interdependence was found to positively moderate both the direct relationship between coworkers' cyberloafing and negative emotions and the indirect path from coworkers' cyberloafing to employees' workplace incivility through negative emotions.

This study helps managers gain a deeper understanding of cyberloafing's effects, enabling them to manage and curb it more effectively.

Prior research has predominantly explored the effects of cyberloafing on its implementers. However, this study innovatively shifts focus to the observer perspective, empirically demonstrating whether and how coworkers' cyberloafing affects employees' workplace incivility, enriching and expanding the existing literature.

The purpose of this paper is to analyze effects of absorptive capacity (ACAP) on organizational performance. The model looks at the mediating influence of marketing capabilities (innovative capability and new product development capability (NPDC)) and innovation performance (IP).

This study takes a quantitative approach by using survey data from 333 Brazilian manufacturer managers involved with strategic marketing processes. Structural equation modeling was used to test the theoretical hypotheses.

Results indicate that ACAP does not have a direct impact on organizational performance. The relation is fully mediated by marketing capabilities (innovative capability and NPDC) and IP.

According to the research findings, managers should put efforts in the ACAP as well as marketing capabilities that will result in better organizational performance. This research is limited to the context of manufacturer firms in Brazil. However, it is suggested that an application of this research can be conducted in different industries and different countries.

This study contributes to theory and management practice. First, no study has explored all these constructs together. Through the relationship between ACAP and performance, the authors found that marketing capabilities and IP can fully mediate the former proposed relation. The authors’ contribution is the understanding of the role of ACAP influence on performance. Managers should be encouraged to invest in companies’ ACAP as well as marketing capabilities to differentiate themselves from competitors and improve performance.

The purpose of this paper is to explore the classical topics of services literature in a tourism experience with a means‐end‐model on the quality‐value‐satisfaction‐loyalty chain. Within this wide stream of research, this work has a particular interest on value antecedents and on the sense of the link between value and satisfaction.

An overall tourism experience with positive and negative antecedents (benefits and sacrifices experienced) and classical evaluations (perceived value, satisfaction and loyalty as behavioral intention) is analyzed through two competing structural models measured with partial least squares on a sample of 274 students traveling in groups for leisure purposes.

The empirical findings show that: the chain of constructs service quality‐perceived value‐customer satisfaction‐loyalty is once again confirmed in a service setting; affective antecedents (social value, play and aesthetics) are more important determinants of perceived value and satisfaction than cognitive antecedents (efficiency, quality and effort spent); and the model performs better when value is understood as an antecedent of satisfaction than in the opposite case.

The findings illustrate how tourism settings are paradigmatically useful for researching perceived value within services because of the differences found between cognitive and affective antecedents. The target chosen (students) and the sampling method used (convenience) need further replication in order to assure the validity of the results.

Besides the use of PLS (rather than LISREL), the empirical purpose of measuring with same data a value‐satisfaction link and the reverse is interesting for services researchers in order to progress in the debate on the supremacy of one or another.

High-growth firms have recently received considerable attention in the firm growth literature. These firms might have grown despite the existence of growth barriers, and evidence also suggests that, having already grown exponentially, they may not be in the best position to grow further. Policies targeting high-growth firms may therefore be misdirected. We argue that entrepreneurship researchers should concentrate more on firms that are not hiring, despite having high profits. We call these firms “sleeping gazelles,” and demonstrate that they represented almost 10% of all limited liability firms in Sweden from 1997 to 2010. Nearly half of these firms continued to earn high or moderate profits in subsequent three-year periods, while still displaying no growth. Regression analyses indicate that these firms were significantly smaller, older, more likely to be active in industries with high profit uncertainty, and more likely to be located in less densely populated municipalities than were corresponding growing firms.