Gillian H. Wright

Green and competitive: Influences on environmental new product development performance

This article reports the findings of a large-scale research project on environmental new product development (ENPD) within British manufacturers. A major contribution of this article is the attempt to integrate new product development (NPD) and environmental management philosophies in order to develop and empirically test a theoretical framework for ENPD and performance. As such, it is one of the first studies to go beyond the anecdotal evidence in the extant literature, to empirically research ENPD activities and their impacts. This contributes to the debate about the potential for firms to be “green and competitive” by examining the relationship between ENPD activities and market and eco-performance for environmental new products. Contrary to the popular perception, the results suggest that there is more synergy than conflict between the conventional and environmental product development paradigms.

A longitudinal study of TQM implementation: factors influencing success and failure

This is one of a very few longitudinal research studies of the link between TQM implementation and successful outcomes. The paper reports on perceived TQM success for a cohort of 109 firms over a 5-year period. Some 42 firms, predominantly small in size, had discontinued with TQM, while the remaining 67 firms reported varying degrees of success. The data suggests that the size of firm, the nature of the customer base and the holding of ISO9000 series certification has had no significant effect on TQM outcomes for this cohort. The research has also highlighted some necessary antecedents for TQM success. In particular, managers need to understand the nature and purpose of TQM, its relationship to ISO9000, and the potential benefits that can accrue from its implementation. We have shown that these factors are significantly associated with perceived TQM success. They are also significant for the discontinuing firms. Deriving success from TQM has also been shown to be significantly associated with (i) the time since adoption, (ii) the inclusion of quality objectives in the strategic planning process, and (iii) the need for senior managers to take charge of TQM and to ensure that the majority of employees are involved in its implementation. While these findings are supportive of such assertions in the literature, this paper provides further robust empirical evidence from a cross-section of UK companies in a longitudinal research design. This research has also contributed to the debate about the effects of firm size and ISO9000 certification. The paper concludes by proposing the next phase of analysis of these firms, based on five additional performance variables collected during both studies of the cohort.

Organizational Readiness for Successful Knowledge Sharing: Challenges for Public Sector Managers

Knowledge sharing in public services has not yet received much attention in the research literature. This paper investigates knowledge sharing in one public service context and identifies factors that influence the readiness of an organization to share knowledge effectively. Using participant observation, document analysis, interviews n=30 and a survey n=132, data are presented to highlight antecedents to effective knowledge sharing in healthcare service delivery. Through factor analysis and regression modeling, we have isolated six factors that are significant predictors of effective knowledge sharing. Our research is broadly consistent with previous findings that an innovative culture, a capacity to learn from failure and good information quality are strong predictors of successful knowledge sharing. However, we also identify factors associated with change management, and a predisposition to confront performance indicators, that significantly influence the knowledge sharing process. While we argue that our six-factor model may be equally relevant to private sector firms, we suggest that the peculiar nature of the public sector environment poses unique challenges for healthcare managers who seek to develop a knowledge sharing capability.

Developing environmentally conscious product strategies: a qualitative study of selected companies in Germany and Britain

With the rise in environmental concerns among the stakeholders of businesses, firms are responding with strategic environmental marketing activities designed to meet the growing demand for environmentally friendly processes, products and packaging. Part of an ongoing major research project being undertaken in Bradford Management Centre, empirically analyses the development of environmentally conscious product strategies (ECPS) in the broader framework of strategic environmental marketing. A multi‐case study approach is applied and qualitative methods are used for the data collection in the UK and Germany. The data collected are analysed in terms of strategies (corporate and product level) and structure and processes (internal and external). Suggests that companies in the UK have started internalizing the ecological externalities into their product strategies and a few of them have actually achieved success. Identifies and discusses key factors for the achievement of both environmental and commercial success of ECPS.

Marketing and Company Performance: An Examination of Medium Sized Manufacturing Firms in Britain

In recent years several studies have pointed to the importance of marketing to company performance and considerable emphasis has been placed, in Britain, on improving the marketing performance of small and mediumsized enterprises. Based on a mail survey of 231 medium sized manufacturing firms in the U.K., and in-depth inteviews with the Chief Marketing Executive of a sub-sample of 20 firms, the study confirms that the most successful companies are those which are marketing orientated. Nevertheless, several traditional tenets of marketing are questioned by the findings and it would seem that the traditional marketing model, as developed for large companies, is neither entirely necessary nor applicable for the smaller firm.

Satisfaction and dimensions of control among call centre customer service representatives

The impact of the call centre workplace upon employee satisfaction or well-being is beginning to attract the attention of researchers. The aim of this paper is to explore the factors related to control and other work-based characteristics that impact upon employee well-being in call centres. Based on a survey data are presented to highlight antecedents of employee well-being or job satisfaction in a call centre. Using factor analysis and regression modelling, we have isolated eight factors that are significantly associated with job satisfaction (see Figure 1 ). Figure 1 The predictors of satisfaction Emotional pressure emerges as a significant as a dimension of control underpinning factors impacting upon job satisfaction. In addition, work-based characteristics including computer-facilitated and supervisory control associated with the role of the customer service representative (CSR) are shown to be direct antecedents of satisfaction. Another element of control, that of targets, emerged as a distinct factor, contributing indirectly to job satisfaction via its influence on work-based job characteristics. Much current research infers relatively low levels of satisfaction with both work and management on the part of customer service representatives (CSRs). The significance of our analysis resides partly in the qualification of the view that CSRs are subjected to, and perceive themselves as being victims at the ‘sharp end’ of, extreme technological control of the ‘electronic panopticon’ variety, itself based on a ‘mass production of services’ model. Moreover, much call centre work is considered relatively low-skilled, and much sociological research indicates that low-skilled work generally is not intrinsically satisfying and, indeed, employees look to extrinsic factors such as pay and job security as compensatory mechanisms. Following on from this, and even more significant for our purposes, is the argument that those call centre workers who generally regard themselves as playing a positive role within the wider organization, are regularly informed and valued by team leaders, and recognize the benefits of certain HRM practices, will have their view of the work situation ameliorated by those compensatory mechanisms. Given the validity of this argument, call centre work in certain circumstances may therefore accord more with the characteristics of ‘mass customization’ models. This is not to deny, however, the undoubted pressures of call centre work, which were commented upon by respondents and which still may represent the ‘unacceptable face’ of call centre culture.

Women abroad: getting the best results from women managers

Abstract This study explores the work environment of expatriate women managers in American corporations and investigates the determinants of their job satisfaction. The strategic importance of global assignments has increased over the years. The real cost of unsuccessful expatriates extends beyond the monetary expenses. As the number of women managers working overseas increases, so does the importance of this topic. Additionally, because women in expatriate positions are relatively new, their needs for job satisfaction and career aspirations are not known to most organizations. This research intends to fill this gap. The study concentrates on four major areas that are considered important for obtaining job satisfaction: (1) the way in which organizations design their overseas jobs, (2) womens skills and characteristics, (3) international human resource policies of companies and (4) the cultural environment of host countries. The applied research covers two phases: a study of expatriate managers during their assignments overseas and the evaluation of overseas experience upon their return. The results indicate that women in overseas assignments are satisfied overall with their jobs. However, organizational variables are more strongly related to job satisfaction. The nature of job design in overseas postings has the greatest impact on womens job satisfaction. When the jobs are enriched, women gain intrinsic rewards and have high job satisfaction. Organizational support also contributes to the satisfaction of women expatriates. Training, mentoring and repatriation preparations have high impact on womens success and satisfaction. Women expatriates are more concerned with their repatriation and future advancement than their present assignments. The findings are important for theoretical and practical reasons. Theoretically, the achievement and satisfaction of women managers overseas cannot be simplified without taking into account organizational, personal and cultural factors. Practically, companies need to respond to the individual needs of expatriate women managers and then decide on their assignments and their repatriation accordingly.

The panoptic gaze: Analysing the interaction between enterprise resource planning technology and organisational culture

The use of enterprise resource planning (ERP) systems to deploy the panoptic gaze remains unresearched in the UK. Though there are studies outside the UK which use panoptic theory to investigate ERP systems, they do not analyse the influence the interaction between ERP technology and organisational culture have on the development of the panoptic gaze. The aim emerging from these issues was to understand whether ERP technology, organisational culture, or a combination of both could support development of the panoptic gaze in an organisation from the UK. The method selected was a qualitative case study of a UK organisations finance division, and the techniques used were semi-structured interviews and observations. The study suggests the ERP technology provided an infrastructure from which the panoptic gaze could be deployed. It was not deployed in this instance however, as the finance divisions culture did not emphasise workforce surveillance. The study therefore suggests that in addition to ERP technology a culture emphasising workforce surveillance was needed to develop the panoptic gaze. The findings support the social shaping concept as it was the finance divisions cultural context that influenced whether the ERP technology would be used to deploy the panoptic gaze.

The impact of senior managers’ commitment on the success of TQM programmes: An empirical study

To date, little research has examined the role and impact of managers on the success of total quality management (TQM) programmes. Evaluations of TQM initiatives have been based on ad hoc surveys rather than longitudinal research designs. This paper presents the results of a cohort of 113 TQM programmes over a five‐year period. It highlights the impact of the softer elements of TQM, such as senior management commitment and employee involvement, on programme outcomes. We conclude that senior managers’ involvement, understanding and customer focus are essential antecedents of TQM success. These findings have important implications for strategic management, leadership and training in TQM organisations.

Age, Perceived Risk and Satisfaction in Consumer Decision Making: A Review and Extension

This paper presents results from an empirical study (n=230) of age groups and risk, concluding that popular assumptions about differences between age groups need to be challenged. We draw on the literature noting the lack of consensus and relative paucity of empirical studies in high involvement purchases. Our analysis defines the issues associated with age and the impact of defining age groups on our understanding of risk and its reduction. The results show that age differences are associated with specific risk factors and that the relationship of age and behaviour is not always linear. Whilst most marketing practitioners tend to see the older groups as separate and different, we found little evidence to support this simplistic view, and we highlight the need for more sophisticated age-based segmentation.