Search results for "Oration"
showing 10 items of 2042 documents
The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps
2022
The literature offers valuable insights into various aspects of service recovery and service outcomes. However, the available findings are limited relative to the size of the ever-expanding service economy. In particular, past studies have left more granular nuances of the association between service recovery strategies and service outcomes, such as the mediating role of forgiveness or the valence of forgiveness, under-explored. Recognising that an improved understanding of recovery from failures is crucial for sustaining positive customer–brand relationships in the service economy, the present study investigates the mediating effect of the valence of forgiveness (both exoneration and resen…
Overcoming the liability of foreignness – A new perspective on Chinese MNCs
2021
Abstract We maintain that previous research on multinational corporations' liability of foreignness has underemphasized the importance of the firm's dependence on their parents, subsidiary and local resources. To address this issue, we conducted 43 semi-structured interviews with expatriate and local managers of Chinese high-tech MNCs over two years (2017–2019) and across China, Poland and Hong Kong to understand how they cope with the liability of foreignness in Poland. Using the resource dependence perspective, the linkage, leverage, learning (LLL) paradigm and the institutional view, we identified six dimensions affecting the liability of foreignness: resource commitment, information flo…
Corporate lobbying: Role perceptions and perceived influence on political decisions of public affairs professionals
2021
Abstract This study aims to provide insight into public affairs professionals’ role conceptions and perceived influence on political decision making. We conducted a quantitative online survey with 238 corporate public affairs professionals in Germany who worked either “in-house” at a corporation, for an industry association, or in a public affairs consultancy firm. Based on their main stakeholder orientation (clients, political actors, or society) and primary objectives (mediator, expert, or advocate), a cluster analysis categorized the professionals into four main roles: persuaders, advisors, coordinators, and mediators. Although acting in line with ethical norms and being transparent abou…
Subsidiary-specific advantages for inter-regional expansion: The role of intermediate units
2018
Abstract This paper explores the distinctive deployment of resources and capabilities by subsidiaries in order to develop an intermediate role within the MNC. Based on the regional management perspective, we focus on a specific intermediate role—the springboard subsidiary—that helps overcome the liability of inter-regional foreignness. Our results, which are based on a dataset covering 188 subsidiaries, show that the probability of taking on this role is contingent upon experiential knowledge about the target region, as well as a rich knowledge base derived from a wide range of activities and a broad geographical scope. Our findings also show that possession of slack resources does not nece…
Money for nothing: The impact of compensation on customers’ bad-mouthing in service recovery encounters.
2022
As one of the retailer’s most potent recovery tactics to offset disgruntled customers, firms invest heavily in compensation to increase customer satisfaction and improve loyalty. However, the effectiveness of this tactic remains unclear. This study examines whether firm-offered compensation affects customers’ emotional responses and bad-mouthing behavior (i.e., telling others about a particular problem). Importantly, the study investigates whether the level of collaboration during the recovery encounter moderates the link between compensation and customers’ emotional responses, and whether collaborative efforts influence the effectiveness of compensation. The findings indicate that collabor…
Knowledge sharing and subsidiary R&D mandate development: A matter of dual embeddedness
2014
Sharing knowledge across borders has proven to be especially relevant to multinational corporations (MNCs). Foreign subsidiaries have become active players in these knowledge flows. However, the network effects of interacting with multiple agents on the evolution of the R&D role played by subsidiaries are still undeveloped. The present study focuses on changes in subsidiary capabilities and on the dynamic mechanisms by which their R&D role might evolve, especially, as a consequence of their interaction with a variety of knowledge networks. We examine this issue by conducting four longitudinal case studies of subsidiaries operating in Spain. Using an inductive approach to theory building, we…
When are international managers a cost effective solution? The rationale of transaction cost economics applied to staffing decisions in MNCs
2005
Abstract A common claim in the literature of expatriation is the one referring to the high costs of expatriation. In this paper, on the basis of transaction cost economics (TCE), we show how limited this approach is. In particular, we consider a set of costs that, although ignored in traditional expatriation literature, must be accounted for when a MNC is deciding on whether to recruit expatriates or local managers in its subsidiaries. These costs include selection, training, and performance evaluation costs. We also formulate a series of hypotheses around the situations in which the total costs of recruiting expatriates are lower than those generated by local managers. We then test these h…
Intermediate units in multinational corporations: A resource dependency view on coordinative versus entrepreneurial roles
2021
Abstract Due to the dispersion of headquarters’ activities across organizational and geographical boundaries, intermediate units (IUs) are emerging as a key actor of international business. IUs are intermediate structural layers between headquarters (HQ) and local subsidiaries with specific HQ responsibilities. Our study relies on original data of 67 IUs and, taking on a Resource Dependence approach, explores empirically the two HQ roles attributed to IUs: coordinative versus entrepreneurial. According to our results, the main differences between both roles relate to external network embeddedness, internal network position and autonomy. We argue that these differences arise from the dominan…
Innovating across boundaries: A portfolio perspective on innovation partnerships of multinational corporations
2016
Abstract This paper examines how and under what conditions alliance portfolio diversity influences a firm's innovative performance, with special attention being given to potential performance differences between multinational corporations (MNCs) and domestic firms. Analyses of data from 1045 German firms, among which 598 MNCs, revealed an inverted U-shaped relationship between alliance portfolio diversity and MNCs’ innovative performance. Findings also indicate MNCs to be better positioned than their domestic counterparts with regards to translating alliance portfolio diversity into superior innovative performance. Importantly though, this only holds for MNCs equipped with strong internal R…
Negative eWOM and perceived credibility : a potent mix in consumer relationships
2022
PurposeBased on the foundations of the schema theory, the elaboration likelihood model (ELM) and customer experience literature, this research examines how the interplay between a consumer's previous shopping experience(s) and perceived credibility of negative online word-of-mouth (PCNWOM) leads to improved consumer–firm relationship quality (RQ).Design/methodology/approachThe authors utilised series of scenario-based experiments (N = 918) to test the research hypotheses.FindingsThe authors show that a focal customer's previous shopping experiences attenuate the perceived credibility of negative word-of-mouth on social media by other customers, which in turn weakens consumer–firm RQ. The au…