Geoffrey R. Durden

Towards an understanding of cross‐national similarities and differences in export information utilization

The extent to which and ways in which export information is used can play a significant role in a firms level of export performance. Surprisingly, however, little empirical research has been conducted in the area of export information use, and even less attention has been paid to potential cross‐national differences in how export information is used. The focus of this study is the examination of export information use practices across different countries. Data from a total sample of 989 exporting companies across Austria, Germany, New Zealand, the UK, and the USA were analyzed using analyses of covariance to control for extraneous, firm‐level variables. The results indicate that firms from all countries use information instrumentally/conceptually more often than symbolically; they also tend to use export market intelligence more than other sources of information. Further, examination of the findings revealed that firms from different countries also use information differently. For instance, US exporters are much more symbolic in their use of information than exporters from the other countries, while Austrian exporters tend not to use information symbolically. Implications and limitations are discussed and future research avenues are proposed.

Export Information Use: A Five-Country Investigation of Key Determinants

Although information use is crucial for effective export decision making and ultimately export performance, most of the extant literature focuses on information acquisition rather than information use. Using data from a five-country survey of exporting firms, this study examines the impact of information-, export-, and context-specific variables on different types of export information use. The results show that the effects of these factors depend on the type of information use considered and the mode of information acquisition involved. The authors discuss implications of the findings and identify further research directions.

Manoeuvre warfare: a new military paradigm for business decision making

Emphasises the dangers of complacency in business thinking and of the risks associated with strategic decisions that are repetitive and predictable. Introduces a military decision making model termed manoeuvre warfare and its history, successes, and applications within a business context. Recounts some well‐known military and business decision making blunders and warns of the strategic implications of falling into the same flawed decision‐making traps. Concludes with arguments supporting aggressive strategies that exploit the elements of speed, surprise, and flexibility.

Where the decision‐makers went wrong: from capitalism to cannibalism

This paper examines the organizational consequences of aberrant decision making processes in terms of the continuum of knowledge management alluded to by T.S. Eliot (1969); namely information acquisition and use, knowledge and, in turn, insight and wisdom. The thesis of the paper is that a raft of recent corporate failures can be explained away in terms of managerial decision‐making processes that have destroyed the integrity of the organizational learning experience for these organizations, through the corrupt and dysfunctional behavior of their respective managerial elite. It is further argued that when viewed from an anthropological perspective this dysfunctional behavior is akin to cannibalism of the body corporate.

The finance-CRM nexus: measure of performance effectiveness

The use of financial metrics to study how to manage customer relationships effectively has become important for academicians in recent years. We explore the needs and methods for measuring the performance of marketing activity in the context of Customer Relationship Management (CRM). The metrics for measuring CRM and how such metrics can be linked to financial performance are discussed. The need for such metrics is to provide the necessary management tools for accountability and in strategic decision making for measuring the returns from marketing investments in CRM to enhance shareholder value.

Antecedents to export information generation: a cross-national study

Purpose – The purpose of this paper is to examine the factors that enhance export decision-makers’ generation of export information, using a non-linear approach and a multi-country context, and so provide export decision-makers with empirically based guidelines on how to maximize their information acquisition efforts. Design/methodology/approach – A broad perspective on export information generation is adopted, including marketing research, export assistance, and market intelligence. The model of antecedents to information generation is tested in three studies (USA, Austria, New Zealand, respectively) using structural equation modeling techniques. Multigroup and hierarchical analysis is performed to assess cross-national invariance of relevant measures, and quadratic effects. Findings – The findings show that the predictors of export information generation vary across the three countries studied, and that many of the relationships are non-linear. Research limitations/implications – This study contributes ...

The Dual Impact of Socio-Emotional and Operational Demands Stress and Burnout

Exhibiting appropriate behaviors toward customers often requires service employees to suppress genuine emotions and/or express other emotions, genuine or contrived. Managing one’s emotions to act in a socially appropriate manner constitutes a form of labor; emotional labor. Front line service employees have finite resources (e.g. time, energy, knowledge, emotions) to dedicate to the service role. Conservation of resources (COR) theory (Hobfoll, 1988, 1989) predicts that if job demands exceed the limits of these resources, employees will experience stress. This is often associated with employee burnout, which can compromise performance (Karatepe and Uludag, 2008). Stress is an integral factor in up to 80% of work-related injuries and 40% of employee turnover (Atkinson, 2004). Furthermore, burnout can cost organizations billions of dollars in disability claims, absenteeism and lost productivity and may cost up to 10% of a country’s GNP (Ongori & Agolla, 2008).

China’s Changing Demographics and their Influence on Financial Markets

The book explores the implications of both the extension of the market into key parts of the Chinese economy and the integration of China into the global economy. The main focus of the book is on the role and nature of China’s financial system and its ability to transform enterprise and household behaviour and the performance of investment finance, notably in the context of a two-way flow of foreign direct investment. All the extensive chapters highlight the issue of sustainability – some see the incompleteness of market reform as a problem; others are more willing to accept a pragmatic blending of the operation of the free market and government intervention.