Chris Voss, Nikos Tsikriktsis and Mark Frohlich
This paper reviews the use of case study research in operations management for theory development and testing. It draws on the literature on case research in a number of…
Abstract
This paper reviews the use of case study research in operations management for theory development and testing. It draws on the literature on case research in a number of disciplines and uses examples drawn from operations management research. It provides guidelines and a roadmap for operations management researchers wishing to design, develop and conduct case‐based research.
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The purpose of this paper is to suggest a conceptual framework to examine customer satisfaction with a technology‐based service improvement. Three factors are suggested that…
Abstract
Purpose
The purpose of this paper is to suggest a conceptual framework to examine customer satisfaction with a technology‐based service improvement. Three factors are suggested that influence customers' acceptance of the improved service: internal, consistency and external (ICE).
Design/methodology/approach
Hypotheses are constructed by reviewing literature in the areas of customer satisfaction, marketing services and diffusion of innovation. An exploratory study was conducted in an academic setting, to examine changes in learning formats, and the resulting reactions. The empirical research involves three major procedures: personal interviews, focus groups and surveys.
Findings
The findings, based on both qualitative and quantitative research, support the proposed conceptual framework. It was found that students' behavioral intentions regarding a new, technology‐based learning format, can be explained by the following factors: perceived outcome and ease of use (internal factor), technology orientation and consistency of the new with the old delivery process (consistency factor), and the perceived image of the academic institute (external factor).
Originality/value
It is suggested that when considering service improvements, more attention should be paid to the organization's image, the consistency with the traditional service and the customer technology orientation.
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Nitish Singh, Olivier Furrer and Massimiliano Ostinelli
With the growth of worldwide e‐commerce, companies are increasingly targeting foreign online consumers. However, there is a dearth of evidence as to whether global consumers…
Abstract
With the growth of worldwide e‐commerce, companies are increasingly targeting foreign online consumers. However, there is a dearth of evidence as to whether global consumers prefer to browse and buy from standardized global web sites or web sites adapted to their local cultures. This study provides evidence from five different countries as to whether global consumers prefer local web content or standardized web content. The study also measures how the degree of cultural adaptation on the web affects consumer perception of site effectiveness.
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Martti Mäkimattila, Timo Junell and Tero Rantala
The purpose of this paper is to examine the doing, using, and interacting (DUI) of Universities of Applied Sciences (UAS) while developing intra- and inter-collaboration with…
Abstract
Purpose
The purpose of this paper is to examine the doing, using, and interacting (DUI) of Universities of Applied Sciences (UAS) while developing intra- and inter-collaboration with industry. It also reviews recent literature related to the roles of absorptive capacity (AC) and social capital (SC) in interaction.
Design/methodology/approach
A qualitative case research on developing collaborations between UAS and small- and medium-sized enterprises for innovation activities.
Findings
Prior knowledge and contacts vary in organisations, and interaction should be supported while aiming to maximise benefits of internal and external resources available for innovation. This paper contributes by pointing out the importance of the interconnection of DUI, AC, and SC while developing collaboration.
Originality/value
This paper describes issues challenging the collaborative innovation activities and directions to focus on structural development to support interaction with parties having different backgrounds, goals, and strengths. The study highlights the importance of knowledge exchange with several universities and firms, and the different learning modes related to innovation.