Peter Kangis

Organisational climate and corporate performance: an empirical investigation

Interest in organisational climate and its link with corporate performance is gaining momentum. The aim of this paper is to contribute to this discourse by examining the extent to which “above” and “below” average performing companies also exhibit different climate measurements. A survey was conducted on a sample of electronic component manufacturers, as a sunrise industry in a growth phase, and hosiery and knitwear manufacturers, as a sunset industry, in decline. In turn, sub‐samples of companies that performed above or below average for each of these sectors were selected. Climate dimension measurements collected from staff of the sample companies were analysed against corporate performance measurements. The results showed a consistent association between climate and performance. Independently of sector, companies performing above average showed higher values on climate dimensions than those performing below average. Although a link was shown to exist between climate and performance, it would be premature to conclude that this connection is causal and, if so, in which direction.

Private and public medicine: a comparison of quality perceptions

How do physicians and patients perceive the quality of medical services offered? Is this perception the same in the private and public sector? On the basis of a survey conducted in Greece on a 2 x 2 design with 20 respondents in each cell, several interesting characteristics were identified. Patients in the public sector attribute greater importance to resources of a medical and technical nature and do not seem particularly concerned about the contextual or environmental features of a hospital. Private patients are expecting a more holistic approach to their treatment and expect some attention to be directed to their emotional needs. Private surgeons are worried about the limited basic resources in private hospitals and their inability to satisfy the non-clinical needs of their patients. Important lessons may be drawn for policy makers in terms of priorities and resource allocation in.

Asians in the UK: gender, generations and enterprise

Purpose – Asian immigrant entrepreneurs in the UK have been used as examples of what can be done through free enterprise. Academic interest is developing in the changes taking place as newer generations emerge. Seeks to address these issues.Design/methodology/approach – A small‐scale qualitative study was undertaken with interviews of five men and five women entrepreneurs of the second generation. The issues explored included their background, the factors that have influenced, facilitated or inhibited their decision to become self‐employed, their experiences of entrepreneurship and the particular issues that confronted them. Female entrepreneurs in the sample were older and felt inhibited and more constrained than their male counterparts in their freedom to act.Findings – Both males and females of second generation entered business through attraction for the opportunities rather than as their only option in an unknown environment. Notwithstanding expectations, later generations did not enter activities ad...

Private and public banks: a comparison of customer expectations and perceptions

Reports the findings of a survey among customers of private and public sector banks in Greece on service quality perceptions and expectations. Finds that quality expectations and evaluation of services received were marginally higher in the private than in the public sector in most of the dimensions measured; the relative importance attached to each quality attribute was, however, of a similar profile for the two sectors. The perception of the profile of services received was, however, different between sectors, thus suggesting that they did deliver a different quality of service. Discusses the implications for strategy since sectoral differentiation in banking is becoming blurred as a result of increasing overlap between services and competition from related and substitute industries. Identifies the distinctiveness of what is perceived as a service on offer as essential ingredient to competitive positioning in financial services.

Awareness of service charges and its influence on customer expectations and perceptions of quality in banking

Reports the findings of a small‐scale survey undertaken with a view to establishing the extent to which customers of retail banks are influenced in their expectations of quality and in their perceptions of service received according to their awareness of service charges imposed by banks. Finds that customers who were aware of banking charges had higher expectations of quality than those who were not. Further, customers who were aware of banking charges perceived receiving a higher quality service than those who were not aware. Although the findings were not statistically significant, the general direction of the relationship was maintained across all the variables measured.

Strategies in a dynamic marketplace: A case study in the airline industry

Abstract In the wake of deregulation of air travel in Europe, an examination of how Ryanair and Aer Lingus have responded to this external stimulus has revealed significant differences of importance to strategists. Information was collected from published sources and through interviews with senior management of the two airlines. The niche market and seamless service of Aer Lingus, the established airline, has exposed this provider to the full might of international competition and has resulted in higher costs and lower financial returns. In contrast, the no-frills approach of Ryanair, a recent entrant, has allowed low prices to be supported and helped to draw new passengers on routes hitherto restricted to other forms of transport. An assessment of the outcomes of these contrasting responses highlights the need for managers to question the suitability of theory and received wisdom to guide action.

Service quality for customer retention in the UK steel industry: old dogs and new tricks?

Manufacturing companies, in searching for new approaches to retain customers, are increasingly using service as a differentiator and as a means of integrating themselves into the customers’ supply chain systems. This study is pivotal in exploring the concept of employing service quality in a non‐service industry to raise switching barriers and to create customer longevity. A survey of the UK steel industry has revealed that the higher the level of perceived quality of service, the higher the expressed intended loyalty. For steel managers, this research has highlighted the importance of establishing a relationship strategy through service enhancement to foster customer loyalty.

Project leadership in clinical research organisations

Abstract Do managers adjust the contextual variables of a project with a view to suiting their personal style? A survey among project leaders in clinical research organisations has given limited support to this proposition but has identified a relationship between the perception of the difficulties involved in a project and types of leaders, based on Fiedler’s theory. This observation has important implications both for project definition in terms of contextual characteristics and for the choice of appropriate project managers, particularly where knowledge workers are involved.

Interactive services: how to identify and target the new markets

Suggests that the development of new interactive service is stimulating the global convergence of the telecommunications, computer and media markets, creating an integrated industry, but there is some doubt about customer demand and how to approach it. Presents a study which contributes to the discourse on segmentation with a view to targeting. Tests the hypothesis that there is a relationship between the early adoption of previous technological innovations introduced over the past 15‐20 years and the predisposition to use new interactive services. The results of a small scale survey did not lend full support to this hypothesis; associations were established only in a small number of pairs of innovations. There were, however, significant subsegments within the sample which were positively predisposed to using education services, travel, news/information and video‐on‐demand through the new interactive technologies. Within the evidence examined, it could not be established that early adopters of communications and computer products are necessarily a starting target market for emerging technologies. Concludes that exploitation of interactive services requires recognition of the likely existence of differentiated market segments and thus the crafting of focused marketing strategies for different service packages.

Governance and organisational controls in public and private banks

Managers of a sample of private and public banks in Greece were surveyed through the vehicle of agency theory. It was found that managers in private banks showed greater alignment of interests with those of the bank, their pay related to outcomes and they were more mobile in their jobs. Private banks also used more control mechanisms to align interests of their managers with those of the bank and displayed a different working climate. Given evolving organisation structures resulting from deregulation, the convergence of information technology and communications and the entry of firms from other industries, the implications of the findings for governance are important.