Journal of Global Information Technology Management, Oct 2, 2019
ABSTRACT It has been posited that information and communication technology (ICT) diffusion can be... more ABSTRACT It has been posited that information and communication technology (ICT) diffusion can be explained by national culture since individuals from different cultures think and behave differently toward the development and use of ICT. To the best of our knowledge, the impact of Schwartz’s model of cultural dimensions on ICT diffusion level has not yet been investigated. This study explored the diffusion level using Schwartz’s three national cultural dimensions: autonomy vs. embeddedness, egalitarianism vs. hierarchy, and mastery vs. harmony. Data were obtained for 73 nations on three ICTs: Internet usage, mobile phones, and fixed broadband connections. The correlation results showed that autonomy vs. embeddedness and egalitarianism vs. hierarchy influenced ICT diffusion levels. The regression results showed that autonomy vs. embeddedness had significant impact on diffusion levels. The implications of these findings are discussed.
Developments in marketing science: proceedings of the Academy of Marketing Science, Dec 6, 2017
Exploratory factor analysis (EFA) has long been used to identify factors for construct developmen... more Exploratory factor analysis (EFA) has long been used to identify factors for construct development. EFA mainly relies on factor loadings, average variance extracted, and item-to-total correlations to build constructs. Unidimensionality, or the existence of a single trait, is the main issue for new scale development. However, the evaluation of unidimensionality is not intuitive when the number of items increases. In addition, no validation has been provided to confirm the dimensions of the factors. As the number of items increases, visualizing different factors to further reveal hidden relationship among items and factors gives researchers a better way to develop constructs. By employing cluster heat maps, this study is one of the first to systematically combine this method with EFA.
Developments in marketing science: proceedings of the Academy of Marketing Science, Dec 6, 2017
Drawing on sociometric traditions, this research examines interfirm relationships using longitudi... more Drawing on sociometric traditions, this research examines interfirm relationships using longitudinal goods and services flow data across two value networks between firms and their strategic suppliers in light of the movement toward a service-dominant (S-D) logic-based approach to doing business. The findings suggest that firms adopting this approach are more likely to garner positional advantage (moving to the network’s core), while firms maintaining a goods-dominant (G-D) approach are less likely to win positional advantage. The findings also suggest that both networks are dominated by new S-D logic adopting entrants, who enjoy more positional advantage in the second time period. Core firms are more likely to remain in the value network, although many transitioned to its periphery. In addition, peripheral firms—which are more inclined to maintain a G-D logic-based approach—are more likely to be shaken out of the network. Moreover, while firms in advantageous positions are not assured of continued incumbency, they are more likely to remain entrenched despite having not completely adopted an S-D logic-based approach. Finally, the results demonstrate that networks become multilayered with the emergence of a service-driven economy, as each transitioned into a three-layered value network. The study asserts that firms can optimize their relational strategies by considering the hidden effects of positional advantage, coupled with embracing the S-D logic.
Developments in marketing science: proceedings of the Academy of Marketing Science, 2015
The concept of loosely bound but highly coordinated entities is revolutionizing the way business ... more The concept of loosely bound but highly coordinated entities is revolutionizing the way business leaders and researchers think and behave. We examine these virtual enterprises and propose a model to explain what sociological factors perpetuate the formation and success of a network of small and medium sized manufacturers.
Journal of Small Business and Enterprise Development, May 10, 2022
PurposeThe authors test several hypotheses to analyze the influences of community-mindedness, eth... more PurposeThe authors test several hypotheses to analyze the influences of community-mindedness, ethical and social responsibility, culture, and gender on performance and job satisfaction.Design/methodology/approachUsing PLS-SEM the authors employ data gathered from a survey administered to a panel of 192 small business owners from across the US We compare the findings across ethnic groups, which result in significant path coefficients.FindingsGreater community mindedness and corporate social responsibility (CSR) lead to better performance, and that leads to greater satisfaction. Collectivism enhances these relationships, while female owners who are more community minded experience greater performance.Research limitations/implicationsOne limitation of the current study is the self-reporting nature of all the questionnaire items. In an effort to limit the potential negative effects of self-reporting, the authors conduct necessary validation to help ensure that our instrument measures what it is supposed to measure conceptually.Practical implicationsAs hypothesized, the influences are mostly positive relationships. Stronger community-mindedness leads to stronger business performance for Hispanic owners. On the contrary, White owners' performance significantly decreases.Social implicationsThe findings recommend that collectivism is the way to go. Small business owners should have a collective feeling for the community they live in and do business with. This generally leads to better business performance and subsequent satisfaction in life.Originality/valueOne major contribution of this study is to compare and contrast the findings across the two largest ethnic groups in the US – Whites and Hispanics. Another contribution of the study is to determine how social and ethical responsibilities affect business performance and satisfaction.
Journal of Marketing for Higher Education, Jul 12, 1996
... An Enrollment Marketing Plan for Institutions of Higher Learning: An Update. by Frank G. Bing... more ... An Enrollment Marketing Plan for Institutions of Higher Learning: An Update. by Frank G. Bingham, Jr page 43-55. Abstract. ... This plan exposes the reader to an orderly transfer from one enrollment marketing stage to the next logical stage. ...
International Journal of Bank Marketing, Jun 1, 2023
PurposeThis study aims to employ conservation of resources (COR) theory to explain how customer s... more PurposeThis study aims to employ conservation of resources (COR) theory to explain how customer support, customer power, customer orientation (CO) and product complexity impact frontline employees (FLEs) work engagement.Design/methodology/approachPartial least square structural equation modeling (PLS-SEM) was used to analyze data collected from 1,620 South Korean insurance salespeople using an on-line survey.FindingsResults show that customer support, customer power and CO will bring more FLEs work engagement, and product complexity negatively dilutes the work engagement gained from customer support.Practical implicationsThe results of this study suggest that firms should encourage FLEs to share their experiences and tactics in dealing with customer power and stimulate supportive customer behaviors. Since complex products, particularly financial products, require more explanation and information exchange for customers to understand them, managers might include simulations, videos and role-playing in training programs to show salespeople how to handle customers when attempting to sell these products.Originality/valueThis study investigates the effects of customer cognitive and emotional support on FLEs work engagement and also empirically demonstrates the positive effects of customer power.
Journal of Business and Entrepreneurship, Oct 1, 2002
ABSTRACT The authors propose a model that integrates important constructs from both human resourc... more ABSTRACT The authors propose a model that integrates important constructs from both human resource management and marketing. The conceptual model suggests that small business managers possess both customer focus and employee focus. Importantly, the manager's customer focus is hypothesized to be a major determinant of reported human resource management practices as well as customer management practices. Both human resource management practices and customer management practices are hypothesized to have direct effects on customer satisfaction, which ultimately has a direct effect on firm performance. The authors find empirical support for the structural equations model using data collected from a sample of small businesses. INTRODUCTION Recently there has been growing interest in the role of human resource management (HRM) in achieving important marketing outcomes such as customer satisfaction (e.g., Hartline, Maxham, & McKee, 2000; Lengnick-Hall & Lengnick-Hall, 1999; Morrison, 1996). While this trend is important for all businesses (Meziou, 1991; Milite, 1999), it is likely to be of critical importance in the small business (Huck & McEwen 1991). In many small firms, responsibility for the design and implementation of both human resource policy and marketing policy may rest with the same decision-maker (Hall, 2001). Likewise, in small businesses a majority of the employees are likely to be in customer contact positions (O'Connell, 1994). Concurrent with the interest shown in HRM, marketing scholars and practitioners have been investigating the effect of customer orientation on customer satisfaction and firm performance (Deshpande, Farley, & Webster, 1993). Customer orientation is generally thought to be a focus on understanding and fulfilling the needs of customers. It is widely thought to be a critical element of the larger concept of market orientation (Narver & Slater, 1990). It seems apparent then that both human resource management and customer/marketing management are important elements of creating satisfied customers and achieving superior total firm performance. Thus, the small business manager that can develop strong customer focus and strong employee focus, and understand the linkages between these managerial perspectives, can likely gain a competitive advantage, improve customer satisfaction, and improve the firm's financial performance. The research reported in this study integrates important human resource management constructs with important customer focused constructs in an overall model of firm performance. Our conceptual model suggests that small business managers possess both customer focus and employee focus. Importantly, customer focus is hypothesized to be a major determinant of reported human resource management practices as well as reported customer management practices. Both human resource management practices and customer management practices are hypothesized to have a direct effect on customer satisfaction. Finally, customer satisfaction has a direct effect on firm performance. Data collected from a sample of small firms support our hypotheses and lend credence to our overall conceptualization of the marketing-human resource interface. BACKGROUND A firm's customer orientation is thought to be a major factor determining overall performance of the company. Customer focus is a key part of Kohli and Jaworski's (1990) market orientation construct (see also Narver & Slater, 1990). Market orientation has been defined as the firm-wide process of generating, disseminating, and responding to market intelligence regarding customer needs (Kohli & Jaworski, 1990; Narver & Slater, 1990). There are three components of market orientation: (1) customer orientation, (2) competitor orientation, and (3) interfunctional coordination (Narver & Slater, 1990). Customer orientation involves developing an understanding of customer needs and preferences and then acting on those needs to create superior value for the customer (Kohli & Jaworski, 1990). …
SUMMARYThis study investigates the moderating effects of buying context on the relationship betwe... more SUMMARYThis study investigates the moderating effects of buying context on the relationship between communication elements and the effort buyers exert while searching for new suppliers throughout a buyer‐supplier relationship development process. A mail survey of members of the Institute for Supply Management™ was conducted and the data were analyzed using moderated regression. The results suggest that company size, buyer experience, relationship duration and relationship importance affect the association between a buyer's search effort and the communication elements. Interestingly, the buying context affects the relationship between search effort and the communication elements in different ways and to a different extent in each stage of the relationship development process.
Journal of Global Information Technology Management, Oct 2, 2019
ABSTRACT It has been posited that information and communication technology (ICT) diffusion can be... more ABSTRACT It has been posited that information and communication technology (ICT) diffusion can be explained by national culture since individuals from different cultures think and behave differently toward the development and use of ICT. To the best of our knowledge, the impact of Schwartz’s model of cultural dimensions on ICT diffusion level has not yet been investigated. This study explored the diffusion level using Schwartz’s three national cultural dimensions: autonomy vs. embeddedness, egalitarianism vs. hierarchy, and mastery vs. harmony. Data were obtained for 73 nations on three ICTs: Internet usage, mobile phones, and fixed broadband connections. The correlation results showed that autonomy vs. embeddedness and egalitarianism vs. hierarchy influenced ICT diffusion levels. The regression results showed that autonomy vs. embeddedness had significant impact on diffusion levels. The implications of these findings are discussed.
Developments in marketing science: proceedings of the Academy of Marketing Science, Dec 6, 2017
Exploratory factor analysis (EFA) has long been used to identify factors for construct developmen... more Exploratory factor analysis (EFA) has long been used to identify factors for construct development. EFA mainly relies on factor loadings, average variance extracted, and item-to-total correlations to build constructs. Unidimensionality, or the existence of a single trait, is the main issue for new scale development. However, the evaluation of unidimensionality is not intuitive when the number of items increases. In addition, no validation has been provided to confirm the dimensions of the factors. As the number of items increases, visualizing different factors to further reveal hidden relationship among items and factors gives researchers a better way to develop constructs. By employing cluster heat maps, this study is one of the first to systematically combine this method with EFA.
Developments in marketing science: proceedings of the Academy of Marketing Science, Dec 6, 2017
Drawing on sociometric traditions, this research examines interfirm relationships using longitudi... more Drawing on sociometric traditions, this research examines interfirm relationships using longitudinal goods and services flow data across two value networks between firms and their strategic suppliers in light of the movement toward a service-dominant (S-D) logic-based approach to doing business. The findings suggest that firms adopting this approach are more likely to garner positional advantage (moving to the network’s core), while firms maintaining a goods-dominant (G-D) approach are less likely to win positional advantage. The findings also suggest that both networks are dominated by new S-D logic adopting entrants, who enjoy more positional advantage in the second time period. Core firms are more likely to remain in the value network, although many transitioned to its periphery. In addition, peripheral firms—which are more inclined to maintain a G-D logic-based approach—are more likely to be shaken out of the network. Moreover, while firms in advantageous positions are not assured of continued incumbency, they are more likely to remain entrenched despite having not completely adopted an S-D logic-based approach. Finally, the results demonstrate that networks become multilayered with the emergence of a service-driven economy, as each transitioned into a three-layered value network. The study asserts that firms can optimize their relational strategies by considering the hidden effects of positional advantage, coupled with embracing the S-D logic.
Developments in marketing science: proceedings of the Academy of Marketing Science, 2015
The concept of loosely bound but highly coordinated entities is revolutionizing the way business ... more The concept of loosely bound but highly coordinated entities is revolutionizing the way business leaders and researchers think and behave. We examine these virtual enterprises and propose a model to explain what sociological factors perpetuate the formation and success of a network of small and medium sized manufacturers.
Journal of Small Business and Enterprise Development, May 10, 2022
PurposeThe authors test several hypotheses to analyze the influences of community-mindedness, eth... more PurposeThe authors test several hypotheses to analyze the influences of community-mindedness, ethical and social responsibility, culture, and gender on performance and job satisfaction.Design/methodology/approachUsing PLS-SEM the authors employ data gathered from a survey administered to a panel of 192 small business owners from across the US We compare the findings across ethnic groups, which result in significant path coefficients.FindingsGreater community mindedness and corporate social responsibility (CSR) lead to better performance, and that leads to greater satisfaction. Collectivism enhances these relationships, while female owners who are more community minded experience greater performance.Research limitations/implicationsOne limitation of the current study is the self-reporting nature of all the questionnaire items. In an effort to limit the potential negative effects of self-reporting, the authors conduct necessary validation to help ensure that our instrument measures what it is supposed to measure conceptually.Practical implicationsAs hypothesized, the influences are mostly positive relationships. Stronger community-mindedness leads to stronger business performance for Hispanic owners. On the contrary, White owners' performance significantly decreases.Social implicationsThe findings recommend that collectivism is the way to go. Small business owners should have a collective feeling for the community they live in and do business with. This generally leads to better business performance and subsequent satisfaction in life.Originality/valueOne major contribution of this study is to compare and contrast the findings across the two largest ethnic groups in the US – Whites and Hispanics. Another contribution of the study is to determine how social and ethical responsibilities affect business performance and satisfaction.
Journal of Marketing for Higher Education, Jul 12, 1996
... An Enrollment Marketing Plan for Institutions of Higher Learning: An Update. by Frank G. Bing... more ... An Enrollment Marketing Plan for Institutions of Higher Learning: An Update. by Frank G. Bingham, Jr page 43-55. Abstract. ... This plan exposes the reader to an orderly transfer from one enrollment marketing stage to the next logical stage. ...
International Journal of Bank Marketing, Jun 1, 2023
PurposeThis study aims to employ conservation of resources (COR) theory to explain how customer s... more PurposeThis study aims to employ conservation of resources (COR) theory to explain how customer support, customer power, customer orientation (CO) and product complexity impact frontline employees (FLEs) work engagement.Design/methodology/approachPartial least square structural equation modeling (PLS-SEM) was used to analyze data collected from 1,620 South Korean insurance salespeople using an on-line survey.FindingsResults show that customer support, customer power and CO will bring more FLEs work engagement, and product complexity negatively dilutes the work engagement gained from customer support.Practical implicationsThe results of this study suggest that firms should encourage FLEs to share their experiences and tactics in dealing with customer power and stimulate supportive customer behaviors. Since complex products, particularly financial products, require more explanation and information exchange for customers to understand them, managers might include simulations, videos and role-playing in training programs to show salespeople how to handle customers when attempting to sell these products.Originality/valueThis study investigates the effects of customer cognitive and emotional support on FLEs work engagement and also empirically demonstrates the positive effects of customer power.
Journal of Business and Entrepreneurship, Oct 1, 2002
ABSTRACT The authors propose a model that integrates important constructs from both human resourc... more ABSTRACT The authors propose a model that integrates important constructs from both human resource management and marketing. The conceptual model suggests that small business managers possess both customer focus and employee focus. Importantly, the manager's customer focus is hypothesized to be a major determinant of reported human resource management practices as well as customer management practices. Both human resource management practices and customer management practices are hypothesized to have direct effects on customer satisfaction, which ultimately has a direct effect on firm performance. The authors find empirical support for the structural equations model using data collected from a sample of small businesses. INTRODUCTION Recently there has been growing interest in the role of human resource management (HRM) in achieving important marketing outcomes such as customer satisfaction (e.g., Hartline, Maxham, & McKee, 2000; Lengnick-Hall & Lengnick-Hall, 1999; Morrison, 1996). While this trend is important for all businesses (Meziou, 1991; Milite, 1999), it is likely to be of critical importance in the small business (Huck & McEwen 1991). In many small firms, responsibility for the design and implementation of both human resource policy and marketing policy may rest with the same decision-maker (Hall, 2001). Likewise, in small businesses a majority of the employees are likely to be in customer contact positions (O'Connell, 1994). Concurrent with the interest shown in HRM, marketing scholars and practitioners have been investigating the effect of customer orientation on customer satisfaction and firm performance (Deshpande, Farley, & Webster, 1993). Customer orientation is generally thought to be a focus on understanding and fulfilling the needs of customers. It is widely thought to be a critical element of the larger concept of market orientation (Narver & Slater, 1990). It seems apparent then that both human resource management and customer/marketing management are important elements of creating satisfied customers and achieving superior total firm performance. Thus, the small business manager that can develop strong customer focus and strong employee focus, and understand the linkages between these managerial perspectives, can likely gain a competitive advantage, improve customer satisfaction, and improve the firm's financial performance. The research reported in this study integrates important human resource management constructs with important customer focused constructs in an overall model of firm performance. Our conceptual model suggests that small business managers possess both customer focus and employee focus. Importantly, customer focus is hypothesized to be a major determinant of reported human resource management practices as well as reported customer management practices. Both human resource management practices and customer management practices are hypothesized to have a direct effect on customer satisfaction. Finally, customer satisfaction has a direct effect on firm performance. Data collected from a sample of small firms support our hypotheses and lend credence to our overall conceptualization of the marketing-human resource interface. BACKGROUND A firm's customer orientation is thought to be a major factor determining overall performance of the company. Customer focus is a key part of Kohli and Jaworski's (1990) market orientation construct (see also Narver & Slater, 1990). Market orientation has been defined as the firm-wide process of generating, disseminating, and responding to market intelligence regarding customer needs (Kohli & Jaworski, 1990; Narver & Slater, 1990). There are three components of market orientation: (1) customer orientation, (2) competitor orientation, and (3) interfunctional coordination (Narver & Slater, 1990). Customer orientation involves developing an understanding of customer needs and preferences and then acting on those needs to create superior value for the customer (Kohli & Jaworski, 1990). …
SUMMARYThis study investigates the moderating effects of buying context on the relationship betwe... more SUMMARYThis study investigates the moderating effects of buying context on the relationship between communication elements and the effort buyers exert while searching for new suppliers throughout a buyer‐supplier relationship development process. A mail survey of members of the Institute for Supply Management™ was conducted and the data were analyzed using moderated regression. The results suggest that company size, buyer experience, relationship duration and relationship importance affect the association between a buyer's search effort and the communication elements. Interestingly, the buying context affects the relationship between search effort and the communication elements in different ways and to a different extent in each stage of the relationship development process.
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Papers by Gary Frankwick