Business Commons^™

Examining The Relationships Between Innovation, Quality, Productivity, And Customer Satisfaction In Pure Service Companies, Dongjun Rew, Joo Y. Jung, Steve Lovett

Management Faculty Publications and Presentations

Purpose – This study investigates the relationships between innovation, quality, productivity, and customer satisfaction in pure service companies. Previous studies have shown a negative relationship between quality and productivity in services. However, we argue the two can be positively related when innovation is present.

Design/methodology/approach – We develop and test our hypotheses using secondary data from COMPUSTAT, KLD STAT, and the American Customer Satisfaction Index (ACSI). We test our hypotheses using ordinary least squares regression and conduct additional testing using path analysis.

Findings – The findings show that quality and productivity are positively related when innovation is present in pure …

What Has Changed? The Impact Of Covid Pandemic On The Technology And Innovation Management Research Agenda, Gerard George, Karim R. Lakhani, Phanish Puranam

Research Collection Lee Kong Chian School Of Business

Whereas the pandemic has tested the agility and resilience of organizations, it forces a deeper look at the assumptions underlying theoretical frameworks that guide managerial decisions and organizational practices. In this commentary, we explore the impact of the Covid‐19 pandemic on technology and innovation management research. We identify key assumptions, and then discuss how new areas of investigation emerge based on the changed reality.

Is The Digital Economy Too Concentrated?, Jonathan Klick

All Faculty Scholarship

Concentration in the digital economy in the United States has sparked loud criticism and spurred calls for wide-ranging reforms. These reforms include everything from increased enforcement of existing antitrust laws, such as challenging more mergers and breaking up firms, to an abandonment of the consumer welfare standard. Critics cite corruption and more systemic public choice problems, while others invoke the populist origins of antitrust to slay the digital Goliaths. On the other side, there is skepticism regarding these arguments. This chapter continues much of that skepticism.

Assessing The Financial Mechanisms For Innovation Support In The Republic Of Uzbekistan: A Comparative Analysis Of Enablers And Constraints To Innovation Across Two Industries, Ravshan Rakhmonovich Khaydarov

Doctoral

Innovation is fundamental not only to individual firms but ultimately to a country's economic growth and stability. Innovation Systems assert that innovation depends not only on how individual firms and external actors operate, but also on the dynamics of their interaction as part of the system. While funding for innovation is a central theme of Innovation Systems models, there is a gap in the literature on this topic, particularly in regard to the role played by government in transition economies (Bruton, Su, & Filatotchev, 2018). The majority of the research has focused on micro/meso-level support, but there is a significant …

Healthcare Innovation From The Inside Out: Leveraging The Human Capital System At Tan Tock Seng Hospital, Kenneth T. Goh, Richard Raymond Smith, Cher Heng Tan, David Dhevarajulu

Research Collection Lee Kong Chian School Of Business

The global pandemic has strained healthcare systems around the world, yet some providers have been able to adapt better and more swiftly than others. One such example is Singapore’s Tan Tock Seng Hospital (TTSH). When Covid-19 broke out, TTSH had to strike a balance between reducing business-as-usual (BAU) services and increasing outbreak-coping capacity. The latter meant that the hospital needed to build isolation rooms, and effectively ramp up its intensive care unit (ICU) capacity and capabilities to adapt to a rapidly evolving global pandemic. Furthermore, hospital management had to make an active push towards ensuring adequate supplies of personal protective …

Trust And The ‘Hive Effect’ In Family Firms, Rameshwari Ramachandra

Asian Management Insights

Boosting creativity and innovation in family firms.

Pinduoduo: Empowering Farmers With An E-Commerce Platform, Hao Liang, Sin Mei Cheah

Research Collection Lee Kong Chian School Of Business

A case study on how Pinduoduo's dedicated portal has helped farmers during the Covid-19 outbreak.

The Innovation Effect Of Dual-Class Shares: New Evidence From Us Firms, Xiaping Cao, Tiecheng Leng, Jeremy C. Goh, Paul Malatesta

Research Collection Lee Kong Chian School Of Business

The proliferation of dual-class structures in the US stock market presents a controversial trend since such shares are traditionally deemed to damage governance quality. We study the relationship between 362 firms with dual-class shares and their innovativeness using patent citations from Google Patents over the 1976 through 2006 period. We find dual-class shares have significant innovation effect in high-tech sectors, hard-to-innovate industries, firms with higher external takeover threat and firms heavily dependent on external equity financing. We also document a positive causality relationship between dual-class structures and the quality of innovation. The channel for this causal relationship is the protection …

Brave New World - Innovation 2.0 And Public Private Partnerhips (P3s), Rhonda S. Binda

Open Educational Resources

The trifecta of globalization, urbanization and digitization have created new opportunities and challenges across our nation, cities, boroughs and urban centers. Cities are in a unique position at the center of commerce and technology becoming hubs for innovation and practical application of emerging technology. In this rapidly changing 24/7 digitized world, city governments worldwide are leveraging innovation and technology to become more effective, efficient, transparent and to be able to better plan for and anticipate the needs of its citizens, businesses and community organizations. This class will provide the framework for how cities and communities can become smarter and more …

Examining The Relationships Between Innovation, Quality, Productivity And Customer Satisfaction In Pure Service Companies, Dongjun Rew, Joo Jung, Steve Lovett

Faculty Publications - College of Business

Purpose – This study investigates the relationships between innovation, quality, productivity, and customer satisfaction in pure service companies. Previous studies have shown a negative relationship between quality and productivity in services. However, we argue the two can be positively related when innovation is present.

Design/methodology/approach – We develop and test our hypotheses using the secondary data from the COMPUSTAT, KLD STAT, and the American Customer Satisfaction Index (ACSI). We test our hypotheses using ordinary least squares regression and conduct additional testing using path analysis.

Findings – The findings show that quality and productivity are positively related when innovation is present …

The Road Ahead For Global Supply Chains, Singapore Management University, Victor Fung

Perspectives@SMU

Technology, geopolitics, and COVID-19 could lead to a total reinvention of how goods move around the world

Green Delivery: An Arbor Day Foundation Partnership Program, David Petersen

Honors Theses

The Arbor Day Foundation (ADF) will partner with online retailers to create a ‘Green-Delivery’ option wherein customers can opt to delay the shipment of their order by a day in exchange for a tree being planted in their name. Each partner would fulfill their donation obligation to the ADF by allocating a portion of the cost savings generated by shipping their orders via a slower service.

Gauging The Development Of Innovative Capabilities In Accounting And Finance Students: Can They Drive The National Innovation Agenda?, Denise Jackson

Research outputs 2014 to 2021

As automation catalyses the shift from number-crunching to more complex roles spanning risk management and strategic decision-making, it is important that higher education is developing the capabilities for Accounting and Finance graduates to successfully contribute to innovation. The study gauges the development of innovative capabilities among students and new graduates using national data from 2012 to 2015. It identifies gaps in the development of certain capabilities, discusses the implications of these and presents strategies for improvement. Findings will inform stakeholders how to better prepare these graduates to contribute to innovation and, ultimately, improve economic growth and global competitiveness in Australia.

Green Delivery: A New Approach For The Arbor Day Foundation, Cassandra Arritt, Vincent Malene, Anthony Hare, Sarah Schilling, David Petersen, Ross Grieb

Honors Theses

The Arbor Day Foundation (ADF) will partner with online retailers to create a ‘Green-Delivery’ option wherein customers can opt to delay the shipment of their order by a day in exchange for a tree being planted in their name. Each partner would fulfill their donation obligation to the ADF by allocating a portion of the cost savings generated by shipping their orders via a slower service.

A Path To Digitalisation Featuring The Dbs Story, Robin Speculand

Perspectives@SMU

Digitalisation of businesses has been rapidly increasing over the last few years and now it has become a necessity, rather than an option, for many. The article provides a path and model for leaders to transform their business. It starts by recognising that businesses need a digital vision driven by customers’ requirements and explains how to build centricity and be ready for the future.

Getting On The E-Commerce Carousell, Singapore Management University

Perspectives@SMU

Carousell has achieved impressive user numbers. Can the online marketplace now convert that into profitability?

Covid-19 And Its Lessons For Innovation, Patrick Tan

Perspectives@SMU

As COVID-19 forces organisations to adapt, it also presents opportunities to innovate.

Problem-Solving Or Self-Enhancement? A Power Perspective On How Ceos Affect R&D Search In The Face Of Inconsistent Feedback, Radina Blagoeva, Tom J. M. Mom, Justin J. P. Jansen, Gerard George

Research Collection Lee Kong Chian School Of Business

Firms consider multiple reference points simultaneously to assess performance, yet often these referents may be inconsistent in signaling success or failure. Consequently, decision makers use two contrasting decision rules when responding to inconsistent feedback: problem-solving or self-enhancement. So far, disparate theoretical logics and mixed evidence has limited our understanding about when decision makers may shift their attention from positive to negative aspects of inconsistent feedback or vice versa, and may increase or decrease their R&D search. We examine how different types of CEO power explain why some firms may respond to inconsistent feedback, i.e. positive performance feedback and negative prospects, …

Kissing Frogs: The Challenges Of Becoming A Successful Entrepreneur, George Dierberger, Marc Isaacson, Cory Erickson, Thomas P. Dierberger

Faculty Authored Articles

“Kissing Frogs: The challenges of becoming a successful entrepreneur” explores the difficulties of creating, sustaining and succeeding as a business owner. This research is supplemented with data from a national survey to entrepreneurs (355) through Qualtrics, a global research organization. The respondents represented 42 states from a diverse group of self-identified entrepreneurs from a variety of industries.

To summarize, the paper will analyze the following topics in detail:

1. The importance of the mission and vision for the organization
2. The motivation for starting the business
3. The inspiration for the business idea
4. The importance of perseverance

Conducting And Analysing Semi-Structured Interviews: A Study Of Open Innovation In Food Firms In Ireland., Anushree Priyadarshini

Articles

This case study examines the use of semi-structured interviews that I used in my PhD research as a method to explore open innovation in food firms in Ireland. Literature in the field highlights that exploring innovation and the extent to which firms are open and collaborative with people outside of their organizations in conducting innovation requires detailed understanding of the concept in its natural settings. To interpret or make sense of the phenomena in terms of the meaning managers bring to it, I conducted in-depth semi-structured interviews with managers in Ireland’s largest indigenous industry, the food and beverage sector. Demonstrating …

A Network Perspective Of Knowledge Transfer In Tourism, Hossein Raisi, Rodolfo Baggio, Llandis Barratt-Pugh, Gregory Willson

Research outputs 2014 to 2021

Efficient transfer of knowledge is the prerequisite for innovation and competitiveness of tourism destinations. This paper uses network analysis to examine inter-organizational knowledge transfer in Western Australian tourism. The findings indicate that Western Australian network has low connectivity and is highly centralized around public bodies with a hierarchical pattern. The network also exhibits few reciprocal relationships with limited boundary spanners. The findings improve the understanding of the Western Australian tourism knowledge network, its weaknesses and strengths, which can be used to make policies to have a more efficient and innovative destination. In addition, this research provides a model for future …

The Use Of Twitter For Innovation In Business Markets, Helen Cripps, Abhay Singh, Thomas Mejtoft, Jari Salo

Research outputs 2014 to 2021

Purpose

The purpose of this research is to investigate the use of Twitter in business as a medium for knowledge sharing and to crowdsource information to support innovation and enhance business relationships in the context of business-to-business (B2B) marketing.

Design/methodology/approach

This study uses a combination of methodologies for gathering data in 52 face-to-face interviews across five countries and the downloaded posts from each of the interviewees' Twitter accounts. The tweets were analysed using structural topic modelling (STM), and then compared to the interview data. This method enabled triangulation between stated use of Twitter and respondent's actual tweets.

Findings

The research …

Network Rivalry, Competition And Innovation, Peter Galvin, Nicolas Burton, Prakash J. Singh, David Sarpong, Norbert Bach, Stephen Teo

Research outputs 2014 to 2021

Strategy, structure and rivalry across an industry has an impact upon innovation outcomes at the industry level. However, when patterns of rivalry are altered through the presence of strategic networks (sets of firms that cooperate closely on the basis of their web of strategic alliances) it is not clear what impact this has upon product market (price) competition and in factor markets (patents). Using data from the motor vehicle industry, we find only limited support for the notion that competitive responses vary with changes in network-level rivalry most likely due to co-opetition and a lack of stability across the networks. …

Building Renewed Relevance: Portraits Of Ceos Rebranding Iconic Nonprofit Organizations, Helen A. Lowman

Antioch University Full-Text Dissertations & Theses

In the United States, we often refer to the social sector as one leg of a three-legged stool. The private and public sectors support the other two legs. The social sector made up of nonprofit, nongovernmental, and charity organizations, contributes to the development of American society by focusing on social good rather than the desire to make profit. For decades, the sector has functioned as the social conscience of our society. However, many iconic, legacy nonprofits have struggled to keep their relevance in today’s world: their creation tied to a past societal problem, their mission and brand no longer germane …