Peter Thirkell

Export performance: success determinants for New Zealand manufacturing exporters

A large and representative sample of New Zealand manufacturing exporters is used to empirically test and validate the model of export performance proposed by Aaby and Slater. A 20‐item additive export performance scale, based on both objective and subjective measures, is formulated and found to be reliable and normally distributed. A set of independent variables proposed by Aaby and Slater is operationalised, along with an additional marketing orientation construct based on a ten item scale. A firm size control measure is also utilised. A factor analysis of the independent variable set identifies an interpretable sub‐set of independent measures. Using a multiple regression model, six of seven independent variables are found to have a significant effect on export performance as the dependent variable, and in the hypothesised direction. Implications of the findings for exporters are discussed.

An Examination of Customer Relationship Management (CRM) Technology Adoption and its Impact on Business-to-Business Customer Relationships

Abstract This study explores the linkage between CRM technology adoption and B2B relationships. CRM technology adoption is considered as a possible antecedent to relationship strength and relationship performance. Ten marketing and sales managers, and their respective customers, from a variety of New Zealand companies were interviewed. Their perspectives on the relationship between CRM technology and relationships were recorded and analysed. In addition, their views of what are elements of strong relationships and relationship performance were explored. Findings indicate that CRM technology does have a role to play in sustaining and maintaining B2B relationships, but it is the customer communications and people aspect that may be most important. Customers have expectations of CRM technology and are generally more optimistic that CRM will provide benefits to the customer in terms of customer satisfaction and service. Respondents were in agreement that the important elements of relations include trust, commitment and communications. Relationship performance is generally measured using customer satisfaction, loyalty and/or customer retention. Future research will focus on developing a CRM technology adoption instrument and empirically testing the conceptual model with larger samples.

Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees

Purpose – This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational personality trait in the burnout process, and its impact on service recovery performance. Using data from call centre frontline employees (FLEs) in New Zealand, it seeks to investigate the moderating influence of job resourcefulness on the relationships between role stressors, burnout symptoms and FLE service recovery performance.Design/methodology/approach – In this study, call centre FLEs completed a self‐administered online survey questionnaire on role stressors, emotional exhaustion, depersonalisation, job resourcefulness and service recovery performance. Data were analyzed using structural equations modelling (SEM) by means of LISREL 8.53.Findings – The results show that job resourcefulness buffers both the dysfunctional effects of role stressors on symptoms of burnout and the effects of role stressors on FLE servic...

The strategic value of CRM: a technology adoption perspective

A conceptual model, grounded in the literature, that depicts the impact of the level of CRM technology adoption on business‐to‐business (B2B) relationships is developed and explored. A firms CRM technology adoption is considered as an antecedent to relationship strength and relationship performance. The model depicts both market and technology orientation of the firm as impacting the level of CRM technology adoption within a firm. The authors propose that the level of CRM technology adoption subsequently affects B2B relationship strength and performance.

Applying theory to structure respondents' stated motivations for participating in web surveys

Purpose – There is limited published work addressing factors that influence responses to internet surveys. This is due in part to lack of an agreed upon set of relevant theories. Albaum, Evangelista and Medina (AEM) and Evangelista et al. made a step toward filling this gap when they studied the relevance of four theories of survey response behaviour. The AEM study included a survey from a population of survey researchers. Based on their survey, they concluded that all four theories contribute to explaining survey response behaviour. The purpose of this paper is to provide an exploratory extension of AEM by using an extended set of theories in an exploratory content analysis of qualitative feedback to a large internet‐based experiment.Design/methodology/approach – An internet‐based survey using an experimental design was sent to essentially the entire population of student e‐mail addresses at a New Zealand university. The 12,000 questionnaires distributed included open‐end questions that asked about facto...

The impact of IS-marketing alignment on marketing performance and business performance

The importance of the alignment between information systems (IS) and the business has been emphasized for over a decade. To date, no empirical study has explored the impact of the alignment of IS and marketing, despite initial indications that such an alignment could impact favorably upon business performance. This study reports on a new conceptualization of alignment, together with the development and testing of a parsimonious model which addresses this issue. Data from a survey of 415 respondents from medium-large New Zealand companies were used to test the model. It was found that IS-marketing alignment had a positive impact on both business performance and marketing performance, and that marketing performance in turn had a modest but positive impact on business performance.

Examining the Influence of the Individual in Arts Sponsorship Decisions

Support from the corporate sector is an important revenue source for many nonprofit organizations. In this article, we consider individual-level influence within the decision-making processes of companies as they make decisions concerning nonprofit arts sponsorship. These decisions have often been linked to the influence of a single high-level executive, and the research contained here seeks to better understand the role of the individual in influencing these decisions. Through qualitative multiple-case research the authors find that a single individual, termed the advocate, is in fact influential. Furthermore, the advocate is determined not by their title or official ranking but by their possession of expert power, a combination of knowledge and the belief of others in that knowledge. In addition, how individuals influence these decisions relates to their application not of gut instinct, but of informed intuition. The article closes in suggesting new perspectives that will assist in better understanding this role.

Selecting techniques for use in an internet survey

Purpose – The papers aim is to illustrate the use of a technique that can help researchers choose which techniques, and at what level, to employ in an internet‐based survey.Design/methodology/approach – A screening experiment, designed as a Plackett‐Burman design, is used to study main effects of 11 techniques for increasing survey response. Three measures of effect used are click rate, completion rate, and response rate. A convenience sample of students at a large university in New Zealand is used.Findings – Follow‐up had significant impact on click rate; incentive and pre‐notification had a significant impact on completion rate; no technique had significant effect on response rate.Research limitations/implications – Main effects are examined. Also, a limited number of approaches for each technique are studied.Originality/value – This paper illustrates the use of a methodology that researchers, practitioner, and academics alike, can use to select techniques to employ in an internet survey. This is the f...

A sensemaking perspective on arts sponsorship decisions

Purpose – The purpose of this paper is to better understand the sensemaking strategies of managers involved in making decisions concerning arts sponsorship. Design/methodology/approach – A qualitative, multiple case method is employed, using multiple informants in ten arts sponsorship decisions. Within and between case analyses were conducted and examined iteratively, along with literature to generate themes to guide future research. Findings – This study finds art sponsorships may be seen as ambiguous, cueing sensemaking; the sensemaking strategies of senior managers involve response to pro-social cues while middle managers draw on commercial benefit cues; sensebreaking and sensegiving are part of the process; and the actors and their interpretations draw from cues in the organisational frames of reference which act as filters, giving meaning to the situations. Research limitations/implications – This study presents a novel perspective on these decisions, focusing on the micro-level actions and interpret...