Nigel Lockett

Potential of critical e-applications for engaging SMEs in e-business: a provider perspective

Against a background of the low engagement of small and medium-sized enterprises (SMEs) in e-business, this paper investigates the emergence of, and potential for, critical e-applications defined as ‘an e-business application, promoted by a trusted third party, which engages a significant number of SMEs by addressing an important shared business concern within an aggregation.’ By a review of secondary data and empirical investigation with service providers and other intermediaries, the research shows that such applications can facilitate the engagement of SME aggregations. There are three key findings, namely: the emergence of aggregation-specific e-business applications; the emergence of collaboratively based ‘one to many’ business models; and the importance of trusted third parties in the adoption of higher-level complexity e-business applications by SMEs. Significantly, this work takes a deliberately provider perspective and complements the already considerable literature on SME IT adoption from a user and network perspective. In terms of future research, the importance of a better conceptual understanding of the impact of complexity on the adoption of information technologies by SMEs is highlighted.

eClusters: the potential for the emergence of digital enterprise communities enabled by one or more intermediaries in SMEs

This paper investigates the relevance to SMEs of one new business model—the digital enterprise community enabled by one or more intermediaries, termed eClusters. This proposed new type of inter-organizational information system is significant because it has led to the formation of new network forms, rather than supporting existing configurations. The research outcomes include a proposed taxonomy, based on commitment, giving four types: Drifters, Supporters, Players and Teams. This work raises questions on the future of the outsourcing industry, which has to date achieved negligible penetration in SME sectors and highlights the potential for ICT to enable new network forms. Copyright

Aggregation and the Role of Trusted Third Parties in SME E-Business Engagement A Regional Policy Issue

It is against the background of low engagement by SMEs in e-business that this article seeks to highlight the potential importance of aggregation and of the role of trusted third parties in facilitating higher levels of involvement. The article is based on an ongoing SME e-business research programme and reports on some recent research on SMEs that were using high complexity e-business applications; it explores the extent to which the research findings could address the core concern of low engagement. This qualitative case study based research includes analysis of data collected from 13 community intermediaries, acting as trusted third parties. It concludes that the role of community intermediaries appears to be central to the adoption of critical e-aggregation applications provided by service providers. For policymakers, this important role of critical e-aggregation applications in facilitating e-business engagement by SMEs has emerged as part of this research but there is limited evidence of policy initiatives that reflect this.

The influence of co-location in higher education institutions on small firms’ perspectives of knowledge transfer

Knowledge transfer (KT) has been identified as an essential element of innovation that drives competitive advantage in increasingly knowledge-driven economies and in which small firms have an important part to play. A number of recent UK Government reports have sought to increase awareness of the importance of KT within higher education institutions (HEIs). In light of this, there is an urgent need for relevant empirical research that examines how KT policy is translated into practice, particularly in the area of small firms. This paper responds to this need by reporting on in-depth longitudinal case studies of small firms co-located in a high profile HEI ‘centre of excellence’ for research and development (R&D) and commercialization of information and communications technologies (ICT) in the Northwest of England. The paper seeks to explore what is it that the SMEs are getting out of this co-location and more specifically the research asks, how do the views of entrepreneurs change over time? Five main themes are identified, namely: (1) increased strategic focus; (2) awareness of core competences; (3) enhanced R&D activities; (4) importance of both technical and business support; (5) the need for a knowledge database to facilitate KT. The study concludes by highlighting the need for more structured yet flexible approaches to KT activities in order to meet the needs of entrepreneurs for different kinds of support at different times in the development of their businesses.

Paving the way for CRM success

Data from an international sample of 312 hotels (from UK and Spain) is analyzed.The process through which CRM technology translates into organizational performance is described.A CRM technology, when properly implemented, shows a positive effect on performance.Knowledge management and organizational commitment acted as relevant mediators.Organizational commitment probed to be the main determinant of CRM success. Customer relationship management (CRM) has become one of the most influential technologies in the world, and companies are increasingly implementing it to create value. However, despite significant investment in CRM technology infrastructure, empirical research offers inconsistent support for its positive impact on performance. This study develops and tests a research model analyzing the process through which CRM technology infrastructure translates into organizational performance, drawing on the resource-based view (RBV) and the knowledge-based view (KBV) of the firm. Based on an international sample of 125 hotels, the results suggest that organizational commitment and knowledge management fully mediate this process.

Shifting sands: Regional perspectives on the role of social capital in supporting open innovation through knowledge transfer and exchange with small and medium-sized enterprises

This article explores the role of social capital in enabling knowledge transfer and exchange (KTE) between higher education institutions (HEIs) and spin-off (academic and non-academic) small and medium-sized enterprises in the context of open innovation, in order to convert knowledge into innovation within regional innovation systems. It presents the findings from 18 in-depth interviews with related stakeholders, and social network analysis of relationships in an exemplar technology park in Andalucía, southern Spain. The main findings suggest that there are many challenges to achieving successful KTE in regional innovation systems: recognition, intellectual property contracts and timescales. Similarly, there are opportunities related to intermediaries, joint teams and market impact. Significantly, the study highlights the importance of both formal and informal relationships as enablers of successful KTE involving HEIs and spin-off small and medium-sized enterprises in the context of open innovation.

Recognising “open innovation” in HEI‐industry interaction for knowledge transfer and exchange

Purpose – This paper aims to stimulate debate among academic and policymaking communities as to understanding the importance of social processes and open innovation contexts within existing models of knowledge transfer and exchange (KTE) between higher education institutions (HEIs) and industry.Design/methodology/approach – This research was conducted through a number of case studies connected to UK HEIs and through extensive interviews with representatives of HEI, industry and policy makers over a two‐year period.Findings – The results confirm that social processes are often under‐explored in collaborative HEI‐industry settings. The study identified seven emerging themes which are important to HEI‐industry relationships: the importance of network intermediaries; flexibility, openness and connectivity of network structures; encouraging network participation; building trust in relationships through mutual understanding; active network learning; strengthening cooperation through capacity building; and cultu...

Motivations and challenges of network formation: Entrepreneur and intermediary perspectives

This article presents findings from 14 in-depth interviews looking into the motivations and challenges of intermediaries and entrepreneurs engaged in the formation of a networking group for the information and communication technologies sector. The findings show that issues around communication and expectations exist and that the mechanisms used to address this problem create an environment that promotes a short term perspective, overlooking the importance of social relations. To overcome these issues, it is important that policymakers and entrepreneurs work in partnership to ensure resources are targeted appropriately and in a way that is conducive to supporting an entrepreneurial environment in the long term.

Exploring the role of knowledge management practices in fostering customer relationship management as a catalyst of marketing innovation

Purpose – The purpose of this paper is to propose a research model exploring the link between knowledge management processes and customer relationship management (CRM) performance. It seeks to answer two research questions: What are the effective drivers of knowledge management processes in the context of a CRM initiative? Do these processes make a real impact on CRM performance? Design/methodology/approach – The paper is based on data obtained from a sample of 93 service companies located in Spain. The authors conducted a structural equation modeling analysis using PLS to test the proposed hypotheses. Findings – It was observed that both technological and organizational readiness were effective drivers of knowledge management. However, it was contrasted also that the usage of social media tools was not significantly related to knowledge management. Results show a real impact of knowledge management processes on CRM performance, so companies can understand how to implement successfully those initiatives. Research limitations/implications – The main limitations of the study are that it was based on cross-sectional data and that variables were measured based on the perceptions of general managers. Practical implications – Service companies need to invest in technological infrastructures, and create an appropriate organizational climate (top management support, employees commitment) in order to promote effective knowledge management processes, that will enable CRM success, paving the way for the development of marketing innovations. Originality/value – This is the first empirical work that examines in confirmatory way what are the main drivers of knowledge management processes, including in the analysis the impact of both organizational and technological readiness, and considering also the usage of social media tools, in the context of a CRM initiative.

The Use of Hosted Enterprise Applications by SMEs: A Dual Market and User Perspective

This deliberately dual perspective paper seeks to deepen our understanding of the engagement of SMEs in hosted enterprise applications in the UK. The emergence and development of the ASP sector has attracted much interest and highly optimistic forecasts for revenues. The paper starts by considering ICT adoption by SMEs in general before reviewing the provision of hosted enterprise applications in the US and UK (market perspective). The study is extended by qualitative empirical data collected by semi‐structured interviews with SME users of hosted enterprise applications (user perspective) and subsequent analysis in order to develop the key findings and conclusions. From an SME user perspective the key findings to emerge from the study include: 1) confirmation that ICT infrastructure was no longer a barrier to adoption; 2) the pragmatic approach taken to security issues; 3) the use of both multiple information systems and multiple service providers; 4) the financial attractiveness of the rental model; and ...