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Full-Text Articles in Business
Template Use And The Effectiveness Of Knowledge Transfer, Robert J. Jensen, Gabriel Szulanski
Template Use And The Effectiveness Of Knowledge Transfer, Robert J. Jensen, Gabriel Szulanski
Faculty Publications
This paper is a direct empirical examination of the fundamental claim that use of templates enhances the effectiveness of knowledge transfer. We explore the effect of template use through an eight-year, in-depth field investigation of Rank Xerox (now Xerox Europe). The field investigation covers three sequential transfer efforts in 15 western European countries. The investigation reveals a naturally occurring, repeated-treatment quasi experiment that allows us to test the hypothesis that the use of templates enhances the effectiveness of knowledge transfer. "Observation" in this experiment measure the extent of adoption and performance of the practice at the recipient units. The "treatment" …
A Cultural Models Approach To Service Recovery, Glenn L. Christensen, Gaby Odekerken-Schröder, Torsten Ringberg
A Cultural Models Approach To Service Recovery, Glenn L. Christensen, Gaby Odekerken-Schröder, Torsten Ringberg
Faculty Publications
Service recovery research remains conflicted in its understanding of consumers’ recovery expectations and of why similar goods or service failures may lead to different recovery expectations. The authors argue that this conflict results from the assumption that consumer recovery expectations are monolithic and largely homogeneous, driven mainly by behavioral, relational, or contextual stimuli. Instead, recovery scenarios involving high-involvement (i.e., self-relevant) goods and service failures may activate closely held, identity-related cultural models that, though ultimately applied to regain balance (a foundational schema), differ according to their sociocultural heritage and create a range of unique consumer recovery preferences. The authors empirically identify …
Crime And Punishment: Does Punishment Work?, David J. Cherrington
Crime And Punishment: Does Punishment Work?, David J. Cherrington
Faculty Publications
Most analyses of punishment seem to assume that it plays a major role in shaping the behavior of people, whether they are children, students, employees, or ordinary citizens in the community. Some people argue that there is no justification for the use of punishment in any setting, even childrearing. A bill debated in the 2007 California state legislature that would make spanking illegal appears to be a move in this direction. Others believe that there are times when punishment is the most effective and timely way to change behavior and without it homes, schools, organizations, and societies would disintegrate. Does …
Fairness From The Top: Perceived Procedural Justice And Collaborative Problem Solving In New Product Development, John B. Bingham, Haiyang Li, Elizabeth E. Umphress
Fairness From The Top: Perceived Procedural Justice And Collaborative Problem Solving In New Product Development, John B. Bingham, Haiyang Li, Elizabeth E. Umphress
Faculty Publications
The literature on new product development has examined several important determinants of collaboration among project members. However, we are not aware of any study that links top management decisions with project members’ collaborative behavior. To address this significant gap, this study examines how perceived procedural justice in top management decisions regarding new products is related to collaborative problem solving among new product development project members. Our results from 109 technology firms—as well as from 91 student-based project groups—suggest that perceived procedural justice in top management decisions is positively related to collaborative problem solving among project members, and that collaborative problem …