Lise Préfontaine

Understanding new models of collaboration for delivering government services

The search for more effective methods of delivering public services began in the early 1980s in most industrialized countries. Overall, the trend has been toward reducing the role of the government in public service delivery in certain sectors of activities and encouraging the private or nonprofit sector to play a more important role. In the last decade, both industrialized and developing countries started to seek out new models of collaboration involving multi-government networks or public-private partnerships, often involving innovative use of information technology.

New technologies and their impact on French consumer behaviour: an investigation in the banking sector

New information and communication technologies are constantly emerging, altering business methods, and particularly, the relationship an organization establishes with its customers. Therefore, it is essential to analyse the impact of these technologies on customer behaviour. The purpose of this study is to explore, in the banking sector, the impact of customers’ use of self‐service technologies on their interest in a relationship approach, and consequently in a long‐term personalized relationship. A survey of 242 adult students reveals that there is no real impact of the use of self‐service technologies on interest in a relationship approach. Respondents who use these technologies extensively do not place more or less importance on their relationship with a given bank.

The Potential of Information Technology in Facilitating Relationship Marketing

Abstract The aim of this paper is to explore the role of information technologies in facilitating a relationship-marketing orientation. On the basis of conceptual and empirical contributions, we propose that while the use of IT can improve customer knowledge, it does not facilitate me acquisition of me other elements required to develop long-term relationships with customers and clients (i.e., trust, commitment and personalization). Our survey of top managers supports our contention that the use of IT does not suffice to facilitate marketing orientation.

Technological learning and organizational context: fit and performance in SMEs

The paper investigates the relationship between organizational fit and performance. More specifically internal coherence within and between differential abilities to learn and attributes of the organizational context and the relationship between the level of internal coherence and firm performance is assessed in the specific context of SMEs. Results derived from a particular form of theoretical approach based on fit as gestalt suggest that fit and performance must be interpreted in light of the organizational evolution and the corresponding change brought upon by influential actors such as the CEO. It was also possible to show not only that fit as gestalt is an appropriate methodological and analytical approach to the study of such phenomena but also that second order fit may in fact provide more robust results since it allows to investigate mutual and reciprocal correspondence between configurations of abilities to learn and organizational context.

How Do Social Networks Make a Difference in the Internationalization of High-Tech SMEs? The Case of Colombia

How do social networks contribute to the success of the internationalization process of high-technology small and medium-sized enterprises (SMEs)? A study of the literature and of five Colombian SMEs in the software industry identifies three roles played by networks: informational, linked to opportunities, vision and uncertainty; as a catalyst or moderator in the decision-making and internationalization process; and as leverage during the acquisition and development of resources. The results are integrated into a holistic model of the internationalization process and show that social networks make a difference in ensuring its success. They also add to the evidence of the irrelevance of geographical specificity to the international entrepreneurship phenomenon – Colombia being an emerging and little studied economy.

The role of technological capabilities in the internationalization of R&D intensive SMEs

Addresses a crucial issue which is central to technology management since it focuses on the role of R&D-related capabilities as determinants of export performance. Empirical evidence from 202 R&D-intensive small and medium-sized enterprises (SMEs) indicates that the more advanced stages of internationalization require broader, more aggressive and externally-oriented R&D capabilities. The results suggest that more advanced exporters tap in to specialized skills and gain knowledge from different foreign environments. During the internationalization process, organizational learning occurs, more advanced and specialized skills are sought, and firms become more knowledge-intensive.

Understanding the driving forces behind the internationalisation process of fast-moving SMEs: implications for export assistance programmes

The number of exporters among small firms continues to grow in most countries, particularly those SMEs that have developed unique capabilities and a high level of innovation. Overall, this trend supports the view, which is gradually becoming widely accepted, that internationalisation is a key ingredient of the knowledge based economy. This paper presents five case studies as a means to investigate the internationalisation process for fastmoving SMEs and to discover the driving forces behind their rapid expansion in foreign markets. The sets of factors that emerge as determinants of export performance are classified into three categories: the characteristics, beliefs and attitudes of the founder/entrepreneur; the degree of innovativeness of the firm; and the influence of external change agents. The implications for increasing the efficiency of government support programs are discussed.

Performance factors of international R&D projects

A comparative study of national versus international research projects was conducted in a large corporate research centre. Factors most associated with performance for both types of projects are quality and extent of communications, use of integrative mechanisms, adequacy of resources, motivation of research teams and product value. In international projects, functional excellence also contributes to higher performance.