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Article
Publication date: 2 July 2020

Daniel D. Prior, Lakshi Karunarathne Hitihami Mudiyanselage and Omar Khadeer Hussain

This study aims to examine buying center members’ information control (IC) in complex organizational buying contexts to uncover the effect of IC on overall procurement performance…

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Abstract

Purpose

This study aims to examine buying center members’ information control (IC) in complex organizational buying contexts to uncover the effect of IC on overall procurement performance (PP) and the effects of expert power (EP), legitimate power (LP) and referent power as antecedents to IC.

Design/methodology/approach

The study uses confirmatory factor analysis and structural equation modeling in AMOS version 21 to assess the hypotheses using a cross-sectional survey of 294 Sri Lankan buying center members active in complex organizational buying.

Findings

Results show that IC has positive effects on overall PP and that both EP and LP are significant antecedents to IC.

Research limitations/implications

The findings challenge the conventional wisdom that sharing all information in complex organizational buying is a sure-fire way to gain success. Instead, a measured, deliberate approach is more productive and this is more likely necessary and fruitful if the buying center member has EP or LP.

Practical implications

Procurement managers, supply chain managers and other managers with responsibility for implementing complex organizational buying outcomes should seek to enhance IC in buying center members to promote positive procurement outcomes, but this may stifle suppliers’ attempts to influence the process. Buying center members with EP and LP are more likely to face pressure to exert IC.

Originality/value

This study is the first to examine IC, its antecedents and consequences in complex organizational buying scenarios. EP and LP appear to underpin IC which, itself, has significant effects on PP.

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Article
Publication date: 31 July 2021

Daniel D. Prior, Lakshi Karunarathne Hitihami Mudiyanselage and Omar Khadeer Hussain

This study aims to assess the following question: “which information processing approach, formalization or centralization, responds to procurement complexity and how does this…

504

Abstract

Purpose

This study aims to assess the following question: “which information processing approach, formalization or centralization, responds to procurement complexity and how does this affect procurement performance in knowledge-intensive procurements?”

Design/methodology/approach

This study draws on a survey of 294 Project Managers with recent experience of knowledge-intensive procurement. It uses AMOS version 21 to perform confirmatory factor analysis and structural modeling to assess the hypotheses.

Findings

The findings suggest that procurement complexity directly encourages formalization and that formalization has significant, positive effects on procurement performance. Centralization, on the other hand, appears not to respond to procurement complexity and has negligible effects on procurement performance.

Research limitations/implications

Drawing on information processing theory, this study highlights the importance of two information management approaches in knowledge-intensive procurement, and that such procurement situations share similarities with new product development and other innovation-rich, team-based activities. Knowledge-intensive procurement situations, therefore, require different information management practices than other types of procurement.

Practical implications

The findings suggest that procurement complexity directly encourages formalization and that formalization has significant, positive effects on procurement performance. Centralization, on the other hand, appears not to respond to procurement complexity and has negligible effects on procurement performance.

Originality/value

The study is the first to examine information management approaches (formalization and centralization) in knowledge-intensive procurement as responses to project complexity, and as contributors to procurement performance.

Details

Journal of Business & Industrial Marketing, vol. 37 no. 2
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 5 June 2017

Morteza Saberi, Omar Khadeer Hussain and Elizabeth Chang

Contact centers (CCs) are one of the main touch points of customers in an organization. They form one of the inputs to customer relationship management (CRM) to enable an…

1997

Abstract

Purpose

Contact centers (CCs) are one of the main touch points of customers in an organization. They form one of the inputs to customer relationship management (CRM) to enable an organization to efficiently resolve customer queries. CCs have an important impact on customer satisfaction and are a strategic asset for CRM systems. The purpose of this paper is to review the current literature on CCs and identify their shortcomings to be addressed in the current digital age.

Design/methodology/approach

The current literature on CCs can be classified into the analytical and the managerial aspects of CCs. In the former, data mining, text mining, and voice recognition techniques are discussed, and in the latter, staff training, CC performance, and outsourced CCs are discussed.

Findings

With the growth of information and communication technologies, the information that CCs must handle both in terms of type and volume, has changed. To deal with such changes, CCs need to evolve in terms of their operation and public relations. The authors present a state-of-the-art review of the challenges in identifying the gaps in order to have the next generation of CCs. Lack of an interactive CC and lack of data integrity for CCs are highlighted as important issues that need to be dealt with properly by CCs.

Originality/value

As far as the authors know, this is the first paper that reviews CCs’ literature by providing the comprehensive survey, critical evaluation, and future research.

Details

Business Process Management Journal, vol. 23 no. 3
Type: Research Article
ISSN: 1463-7154

Keywords

Available. Content available
Article
Publication date: 5 June 2017

Professor Samuel Fosso Wamba

9766

Abstract

Details

Business Process Management Journal, vol. 23 no. 3
Type: Research Article
ISSN: 1463-7154

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Article
Publication date: 21 October 2021

Monika Sheoran and Divesh Kumar

This article attempts to explore the theoretical model and structural dimensions of sustainable consumer behaviour to develop a “sustainable consumer behaviour scale” for…

2480

Abstract

Purpose

This article attempts to explore the theoretical model and structural dimensions of sustainable consumer behaviour to develop a “sustainable consumer behaviour scale” for sustainable electronic products. Further, this study has tried to elaborate sustainable consumer behaviour by considering the complete consumption cycle which includes purchase, usage and disposal of the sustainable electronic products.

Design/methodology/approach

The theory of planned behaviour (TPB) has been employed to understand the multidimensional nature of sustainable consumer behaviour with the help of qualitative and quantitative methods. With the help of a pilot study followed by a main study, a sustainable consumer behaviour scale for sustainable electronic products has been tested and validated for its factor study, reliability, validity and model fit, etc. Moreover, the influence of demographic variables has also been examined with the help of multi-group analysis.

Findings

This study highlights that the perceived control behaviour and subjective norms are the major factors that influence sustainable consumer behaviour. Moreover, the results also indicate that female consumers, mid income consumers, young consumers (age below 30) and consumers who have studied up to senior secondary level are more sustainable.

Research limitations/implications

The results can be used by policymakers and managers to identify and target particular subjective norms and factors impacting perceived control behaviour along with a specific set of demographics to increase sustainability amongst consumers and businesses. The results of the current study can help in increasing the focus of the academic research towards sustainable consumer behaviour. It will also encourage firms to include sustainable electronic products in their product line.

Originality/value

To the best of authors' knowledge, the current article is the first empirical study to develop a sustainable consumer behaviour scale by including all the different stages of the consumption cycle using TPB for sustainable electronic products. Although multiple efforts have been made by researchers to analyse sustainable consumer behaviour, there is a scarcity in literature in which research has been done to analyse sustainable consumer behaviour by considering the whole consumption cycle (purchase, usage and disposal).

Details

Qualitative Research in Organizations and Management: An International Journal, vol. 17 no. 1
Type: Research Article
ISSN: 1746-5648

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