Rachel W.Y. Yee

Organizational learning, innovativeness, and organizational performance: a qualitative investigation

In a knowledge-based economy, organizational learning and innovation are the most critical intangible assets that a manufacturer needs to acquire and exploit to achieve superior organizational performance. In this research we propose a model seeking to understand the links between organizational learning and innovativeness, and organizational performance measures. We postulate the impact of organizational learning on innovativeness, internal efficiency, customer satisfaction, and financial performance, and elaborate how such impacts are contingent on the organizational contexts of a firm. Case research was then carried out in three manufacturing companies to examine our proposed conceptual model. Our case studies showed that organizational learning happens when it is valued by senior management, and supported by an appropriate learning infrastructure and culture, leading to organizational efficiency. However, relationships among learning, innovativeness, and performance are unlikely to be established for a manufacturer pursuing a low-cost strategy or producing mature products. The proposed model and the empirical evidence provide an important foundation to develop a comprehensive theory for formulating effective learning strategies contingent on organizational context.

The role of social media data in operations and production management

Social media data contain rich information in posts or comments written by customers. If those data can be extracted and analysed properly, companies can fully utilise this rich source of information. They can then convert the data to useful information or knowledge, which can help to formulate their business strategy. This cannot only facilitate marketing research in view of customer behaviour, but can also aid other management disciplines. Operations management (OM) research and practice with the objective to make decisions on product and process design is a fine example. Nevertheless, this line of thought is under-researched. In this connection, this paper explores the role of social media data in OM research. A structured approach is proposed, which involves the analysis of social media comments and a statistical cluster analysis to identify the interrelationships amongst important factors. A real-life example is employed to demonstrate the concept.

Market competitiveness and quality performance in high‐contact service industries

Purpose – The purpose of this paper is to explore conceptually and examine empirically the impact of market competitiveness on employee satisfaction, service quality, and customer satisfaction in high‐contact service industries.Design/methodology/approach – An empirical study was conducted in high‐contact service shops in Hong Kong. Dyadic data were collected from 210 high‐contact service shops and were analysed using structural equation modelling.Findings – The results confirm that market competitiveness has a direct impact on service quality, not employee satisfaction. The findings also reveal that service quality affects customer satisfaction, which in turn leads to employee satisfaction, forming a “quality‐customer satisfaction‐employee satisfaction cycle”.Practical implications – The results recommend that firms take a long‐term perspective towards investment in understanding the competitiveness of the market. Such an understanding helps managers identify and implement appropriate quality‐improvement...

Relationship among Interpersonal Relationship, Customer Satisfaction and Brand Loyalty in Fashion Retailing Industry

Due to the recent emergence of numerous retail options, the fashion market has become more competitive. Consumers are offered more products choices for their purchase. This has created significant challenges to fashion retailers in attracting new and retaining existing customers. This research proposes that an interpersonal relationship between employees and customers is an effective means for companies to influence the purchase decisions and experiences of customers. We have conducted an empirical study to investigate the impact of interpersonal relationships on customer satisfaction and brand loyalty in the casual wear market. Our findings show that trust in an interpersonal relationship between customer-contact employees and customers has a positive effect on customer satisfaction, which in turn, leads to brand loyalty. We suggest that fashion retailers provide training programs to equip frontline employees with professional skills that deal with issues involved in interpersonal relationships. This is an effective means that help customer-contact employees master the necessary skills to satisfy customer needs and retain customers.

Antecedents and consequences of fashion consciousness : an empirical study in Hong Kong

Over the years, it has been without doubt that appearance consciousness is the privilege of women. In the past two decades, gender has become equivocal due to the diffusion of sexual boundaries. This has induced changes in male consciousness on fashion. However, there has been limited research that investigates the antecedents and consequences of fashion consciousness. This research aims to explore the potential factors that influence fashion consciousness and their impacts on the buying intention and behavior of men. We have conducted an empirical study on Generation Y male fashion consumers in Hong Kong. Our findings show that advancement of information technology, self-identity ambiguity, changing work practices of men, and media influence are four key factors that affect male fashion consciousness. Our results also reveal that fashion consciousness has a positive impact on the buying intention and behaviors of men. We recommend that fashion retailers allocate organizational resources on advertising and promotions to attract the interest of men towards their products

Employee learning in high-contact service industries

Employee learning is imperative in the dynamic service environment; yet, much is still unknown about its strategic importance. The purpose of this paper is to extend the understanding of learning by focusing on the strategic importance of learning goal orientation (LGO) in customer-contact employees in service industries characterized with high customer contact.,This paper adopts the multi-method approach by conducting two studies in the high-contact service sector. Study 1 is a large-scale, multiple-respondent survey that investigates the associations between LGO and its antecedents and performance outcomes. To supplement study 1, study 2 embraces case studies that identify the managerial supportive practices and outcomes of customer-contact employees’ learning behaviors.,The results of study 1 demonstrate that employees’ affective organizational commitment does not yield higher-quality services unless the service employees are learning oriented. The findings of study 1 also indicate that management commitment to service quality has positive effects on both LGO and affective organizational commitment. In study 2, the results reveal the practical methods that managers can employ to effectively promote such activities.,This research offers novel insights into research on learning by showing the strategic importance of LGO to enhancing high-contact service firms’ performance and the practical means of fostering LGO in customer-contact employees.