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Article
Publication date: 24 October 2023

Todd Morgan, Wesley Friske, Marko Kohtamäki and Paul Mills

This paper aims to examine how customer participation in new service development (NSD) and customer relationship management (CRM) technology can improve the NSD performance of…

602

Abstract

Purpose

This paper aims to examine how customer participation in new service development (NSD) and customer relationship management (CRM) technology can improve the NSD performance of manufacturing firms. Additionally, the paper examines CRM technology usage to understand how it impacts new service performance both individually and jointly with customer participation in NSD.

Design/methodology/approach

This study is a survey of 216 manufacturing managers who are overseeing the development of new services at their organizations. For the analysis, structural equation modeling is used with Amos 22.0. Measures of all latent variables in the analysis pass the traditional tests for reliability, convergent validity and discriminant validity. Furthermore, the results of a common latent factor test for common method variance and Harman’s one-factor test indicate that common method bias is not a source of endogeneity in the model.

Findings

Customer participation has a positive effect on NSD performance. CRM technology usage also has a positive effect on NSD performance. The effect of customer participation on NSD performance is enhanced by CRM technology. The results of a post hoc analysis suggest that the usage of CRM technology has the most benefit for managing the technical aspects of customer participation.

Research limitations/implications

This study has methodological limitations that may impact the generalizability of results. For instance, it is based on cross-sectional self-reported survey data, which is more subjective than longitudinal secondary data. Survey research lacks the depth and nuance of qualitative research designs, which are commonly employed to study NSD. In addition, this study focuses on large US manufacturing firms. The authors do not include small firms or international organizations in the sample. Despite these limitations, they believe the findings can provide significant contributions to the NSD literature.

Practical implications

Although prior research has shown that customer participation and CRM technology can individually influence new product development (NPD) performance, the results indicate they are equally effective factors in the development of new services. Furthermore, the authors show that customer participation can be enhanced via the use of CRM technologies. The interaction is more pronounced within the technical aspects of NSD.

Originality/value

This study contributes to the NSD literature, and it also has implications for managers leading NSD efforts in traditional tangible-product industries. The findings provide additional evidence that customer participation is an effective NSD strategy for manufacturing firms (Morgan et al., 2019). Furthermore, CRM technology is integral to NSD performance. CRM technology not only has a direct effect on NSD performance, but the interaction term of customer participation by CRM technology also has a positive effect on NSD performance.

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Book part
Publication date: 26 July 2021

Javier Treviño

Abstract

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The Emerald Guide to C. Wright Mills
Type: Book
ISBN: 978-1-80071-544-8

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Book part
Publication date: 27 November 2023

Jiří Šubrt

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The Sociological Inheritance of the 1960s: Historical Reflections on a Decade of Changing Thought
Type: Book
ISBN: 978-1-80382-805-3

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Article
Publication date: 1 January 2009

Paul Mills

This paper aims to discuss how organizations can benefit from empowering employees to understand and develop their own personal foundations to create a stronger organizational…

594

Abstract

Purpose

This paper aims to discuss how organizations can benefit from empowering employees to understand and develop their own personal foundations to create a stronger organizational platform from which to develop a successful business.

Design/methodology/approach

This paper is the view of the author and is based on methodologies developed over a number years and used in a corporate training program.

Findings

With businesses and organizations subjected to increasing amounts of pressure, maintaining positive performance becomes more challenging. The impact on some employees of increased pressure can lead to stress and the creation of negative workplace environments which can impact an entire company or organization. Peoples own personal foundations start to crumble when pressure becomes excessive. By educating people to understand what their foundations consist of, how they have been created and how they impact their own performance you can empower people with techniques to strengthen their foundations.

Originality/value

This paper provides insights and guidance in how to enable employees to function at their optimum levels consistently.

Details

Development and Learning in Organizations: An International Journal, vol. 23 no. 1
Type: Research Article
ISSN: 1477-7282

Keywords

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Book part
Publication date: 30 September 2024

Amritha Mohan

The body has been one of the central tools in analysing connections between sport and postcolonialism in India, given how sport was an essential part of the colonial ‘civilising’…

Abstract

The body has been one of the central tools in analysing connections between sport and postcolonialism in India, given how sport was an essential part of the colonial ‘civilising’ mission, which involved disciplining and controlling Indian bodies. Any discursive understanding of sport and postcolonialism in India must consider how it relates to existing concepts of the body and shapes the experiences of the people involved in it – acknowledging not just the power of colonialism in moulding sporting experiences but also the force of internal hierarchies that exist in Indian society. This chapter explores the experiences of students who studied in higher educational institutions in Kerala under the ‘sports quota’, a system that reserves seats in colleges/universities for high-performing sportspersons in India. Through their interviews, the sustained exclusion of the sporting body in contemporary Indian pedagogy is illustrated here. Specifically, the continuing prevalence of the colonial emphasis on the sporting body, as one whose strength and instrumentality are paramount, as well as its corollary postcolonial position, which treats this sporting body as inferior to the ‘refined mind’ of studious pupils, can be observed. Approaching the sports quota with a decolonising lens would require re-examining the disembodied nature of pedagogy in India’s higher educational institutions, acknowledging sporting students’ lived experiences, and a seamless integration – as opposed to separation/exclusion – of the sportsperson into higher education.

Details

The Postcolonial Sporting Body: Contemporary Indian Investigations
Type: Book
ISBN: 978-1-80455-782-2

Keywords

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Article
Publication date: 5 October 2010

Paul Chynoweth

291

Abstract

Details

International Journal of Law in the Built Environment, vol. 2 no. 3
Type: Research Article
ISSN: 1756-1450

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Article
Publication date: 21 November 2008

Andreas Jobst, Peter Kunzel, Paul Mills and Amadou Sy

The most popular form of Islamic finance is commonly referred to as sukuk – wholesale, asset‐based capital market securities. The purpose of this paper is to enhance the general…

5022

Abstract

Purpose

The most popular form of Islamic finance is commonly referred to as sukuk – wholesale, asset‐based capital market securities. The purpose of this paper is to enhance the general understanding of essential policy considerations in the creation and development of sukuk markets.

Design/methodology/approach

This policy paper reviews the key developments in the sukuk market and informs a debate about challenges and opportunities going forward. The paper presents a qualitative analysis of economic, regulatory and legal issues that warrant consideration.

Findings

The paper finds that while the sukuk market continues to generate strong interest by new issuers in Muslim and non‐Muslim countries alike, some critical constraints arising from continued legal uncertainty and regulatory divergences still need to be overcome. As issuers weigh the costs and benefits of sukuk issuance in a broad policy context, continued efforts will be required to overcome a series of economic, legal and regulatory issues.

Originality/value

The paper presents, for the first time, a structured analysis of sukuk markets aimed at identifying key considerations for sovereign debt managers, especially in non‐Muslim countries.

Details

International Journal of Islamic and Middle Eastern Finance and Management, vol. 1 no. 4
Type: Research Article
ISSN: 1753-8394

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Article
Publication date: 1 March 1990

A South Wales company has developed a system that speeds up the production of PCB prototypes. Brian Rooks visited the company and was suprised at its origins.

21

Abstract

A South Wales company has developed a system that speeds up the production of PCB prototypes. Brian Rooks visited the company and was suprised at its origins.

Details

Assembly Automation, vol. 10 no. 3
Type: Research Article
ISSN: 0144-5154

Available. Content available
Article
Publication date: 17 October 2008

162

Abstract

Details

Aircraft Engineering and Aerospace Technology, vol. 80 no. 6
Type: Research Article
ISSN: 0002-2667

Available. Open Access. Open Access
Article
Publication date: 11 February 2013

Hugh Klein

Previous studies have shown a link between mental health functioning and involvement in HIV risk practices. The present research examines how well one specific group of men who…

224

Abstract

Previous studies have shown a link between mental health functioning and involvement in HIV risk practices. The present research examines how well one specific group of men who have sex with other men (MSM) fare in terms of their mental health functioning, and then focuses on how mental health functioning relates to HIV risk practices in this population. The study was based on a national random sample of 332 MSM who use the Internet to seek men with whom they can engage in unprotected sex. Data collection was conducted via telephone interviews between January 2008 and May 2009. Depression is more common among men in this population than in the adult male population-at-large. All other measures of mental health functioning that were examined (self-esteem, impulsivity, current life satisfaction, optimism about the future) indicated low rates of mental health problem. Contrary to expectations, in nearly all instances, mental health functioning was not related to HIV risk practices.

More work needs to be done to understand the causes of depression among these men, and to assess how, if at all, depression relates to risk practices in this population. These findings suggest that factors other than mental health problems must be considered if one wishes to understand HIV risk taking in this population.

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