Kenneth W. Green

Understanding Service Quality and Relationship Quality in IS Outsourcing: Client Orientation & Promotion, Project Management Effectiveness, and the Task-Technology-Structure Fit

A national survey of firms that participated in outsourcing relationships was conducted, and service quality and relationship quality were found to be significantly and positively related to each other and both had a significant impact on user satisfaction. However, the intricacies of the causal effects between the two autonomous constructs, service quality and relationship quality, are a source of interest. In post-analysis theory building, we give a conceptual model that proposes that the positive causal effect of service quality on relationship quality would be positively moderated by the client orientation and promotion effectiveness of the vendor, while the positive causal effect of relationship quality on service quality would be mediated by the project management effectiveness. Hence, this paper comprises of two related parts: first an empirical study, and secondly developing a theory and conceptual model that delve into the causalities involved in service quality, relationship quality, and the role of Internet technologies and collaboration tools.

Does supply chain management strategy mediate the association between market orientation and organizational performance

Purpose – The purpose of this research was to examine the link between supply chain management (SCM), market orientation, and organizational success, and to develop a model that describes the relationship among the three.Design/methodology/approach – A survey of sales managers within large US manufacturers was used to collect data about market orientation, SCM strategy, and organizational performance. Five hypotheses were tested using structural equation modeling.Findings – The resulting model suggests that a manufacturing firms SCM strategy mediates the relationship between its market orientation and organizational success.Research limitations/implications – Perhaps the most serious limitation of this study was its narrow focus on US manufacturing companies, thus precluding the generalization of findings to other sectors such as service and government sectors that may benefit from a market orientation and sound SCM strategy.Practical implications – The study findings reinforce the importance of a market...

The impact of strategic human resource management on firm performance and HR professionals' work attitude and work performance

The impact of strategic human resource management (SHRM) on organizational performance is assessed. Additionally, the impact of a SHRM approach on the individual performance, organizational commitment and job satisfaction levels of human resource professionals is investigated. An organization exhibits SHRM when the human resources function is vertically aligned with the mission and objectives of the organization and horizontally integrated with other organizational functions. Data from a national sample of 269 human resource professionals from large US manufacturing firms were analyzed using structural equation modeling techniques. Results indicate that the direct impact of SHRM on organizational performance is positive and significant, as hypothesized. Further, SHRM was found to directly and positively influence individual performance, organizational commitment and job satisfaction. Top managers implementing a SHRM system can, therefore, expect improved organizational performance and improved levels of individual performance, job satisfaction and organizational commitment from the organizations human resource professionals.

Market orientation: relation to structure and performance

Purpose – Organizational structure dimensions have been theorized as antecedents to and organizational performance as a consequence of market orientation. Multiple studies have investigated the theorized relationships and returned inconsistent results. The purpose of this study is to identify and resolve the inconsistencies.Design/methodology/approach – Results from prior studies were summarized and a structural equation modeling approach was used to analyze new data collected from 173 manufacturing organizations.Findings – Of the structure dimensions (formalization, specialization, decentralization, integration) tested, only formalization was found to be a positive predictor of market orientation. Market orientation was found to be a positive predictor of both financial and marketing performance.Research limitations/implications – The body of evidence assembled does not support the proposition that organizational structure impacts market orientation. It does, however, support the proposition that a marke...

Developing optimism to improve performance: an approach for the manufacturing sector

An organizational optimism model is developed and tested. The constructs of optimism subculture and goal setting process are investigated as antecedents to the level of employee optimism and individual and organizational performance are investigated as direct and indirect consequences of the level of employee optimism. Data relating to the constructs were collected from 133 manufacturers and subjected to structural equation modeling analysis. The proposed model fits the data well. Results indicate that managers may improve individual and organizational performance by raising levels of employee optimism and that levels of optimism may be raised through development of an optimism subculture and implementation of a goal setting process.

Organisational Culture of Customer Care: Market Orientation and Service Quality

The purpose of this study is to assess the proposition that adoption of a market orientation leads to improved service quality for service sector organisations. We argue that an organisational culture incorporating customer care as its central tenet and involving efforts to understand the needs of customers through a market orientation enables the organisation to provide quality services that satisfy the identified customer needs. Data were collected from 15 service providers using the MORTN scale to measure market orientation and the SERFPERF scale to measure service quality. The results support the theorised positive link between market orientation and service quality.

Impact of information sharing and green information systems

Purpose - This paper aims to theorize and assess a structural model that depicts the impact of an organizations capability to share information with supply chain partners through a focused green information system for the purpose of improving environmental performance. Design/methodology/approach - Data were collected from 159 manufacturing managers and analyzed using a structural equation modeling methodology. Findings - The general capability to share information with supply chain partners coupled with the specific capabilities of green information systems enhances environmental performance. Green information systems serve as a partial mediator to the relationship between supply chain information sharing and environmental performance. Research limitations/implications - While environmental sustainability has implications for all categories of supply chain partners, the study sample focuses on the manufacturing sector only. Practical implications - Evidence supports the need for manufacturers to develop information sharing and green information system capabilities to improve environmental performance. Originality/value - This is one of the first studies to empirically assess the role of information systems in achieving environmental sustainability. The results of this investigation support the proposition that information sharing among supply chain partners is a key to achieving environmental sustainability.

The banking industry after the Riegle–Neal Act: re-structure and overall performance

Abstract The passage of the Riegle–Neal Interstate Banking and Branching Efficiency Act (IBBEA) of 1994 allowed bank holding companies to acquire banks in any state after September 30, 1995. We examine the impact of the legislation on the performance of the banking industry by comparing performance measures of banks with their pre-IBBEA levels. We find that the performance improved in the post-IBBEA period but when controlled for general economic conditions and interest rate movements, the impact of IBBEA on bank performance appears insignificant.

The impact of JIT‐II‐selling on organizational performance

Purpose – In response to the just‐in‐time (JIT) II purchasing strategy developed at Bose, sellers in the manufacturing sector have become JIT‐II sellers. The purpose of this study is to test the propositions that implementation of a JIT‐II‐selling strategy strengthens the strategic link between the production and marketing functions and leverages the impact of a market orientation on organizational performance.Design/methodology/approach – Data related to JIT‐II‐selling, market orientation and organizational performance were collected from 166 managers of large US‐based manufacturing companies and analyzed using a structural equation modeling approach.Findings – Results indicate that market orientation fully mediates the relationship between JIT‐II‐selling and organizational performance.Practical/implications – Manufacturers adopting a JIT‐II‐selling strategy to enhance a market orientation philosophy can expect improvements in organizational performance.Originality/value – This study is the first to desc...

Market-oriented sustainability: moderating impact of stakeholder involvement

Purpose – The theoretical framework for market-oriented sustainability developed by Crittenden, Crittenden, Ferrell, Ferrell, and Pinney, in which the relationship between organizational culture and performance management is theorized as moderated by stakeholder involvement, is empirically assessed. The paper aims to discuss these issues. Design/methodology/approach – Crittenden et al. model is operationalized using market orientation to represent organizational culture and climate, logistics performance to represent performance management, and green purchasing to represent the moderator stakeholder involvement in sustainability. The model is assessed using data collected from a sample of 257 manufacturing managers working for US manufacturing plants. A partial least squares structural equation modeling approach is used to statistically assess for measurement scale validity and reliability and the moderated model. Findings – The results support the conceptual framework for market-oriented sustainability t...