ISSUE 1
FIRM RESOURCES FOR INTERNATIONALIZATION OF SMES FROM EMERGING COUNTRIES: A MULTIMETHOD STUDY
NATÁLIA C. WINCKLER, AURORA C. ZEN and FRÉDÉRIC PREVOT
ABSTRACT
Purpose: This article investigates and classifies firm resources for the internationalization of small and medium enterprises (SMEs) from emerging countries.
Originality/value: SMEs from emerging countries in global markets evidence their more restricted access to resources for internationalization. The mainstream international business literature classifies firm’s resources identified in large companies from developed economies. This research classifies firms’ internationalization resources located in different emerging countries based on a systematic literature review (SLR) and interviews. This paper contributes to the theoretical development about the internationalization of SMEs from emerging countries, indicating the importance of organizational resources in this process.
Design/methodology/approach: This paper presents an exploratory research developed in two stages: a SLR on emerging countries and interviews with experts, institutions, and SMEs about the Brazilian context. Bibliographic research and an interview with semi-structured script were adopted as data collection techniques. Interviews were analyzed with NVivo software using content analysis technique and providing categorization of resources.
Findings: Up to 2016, 15 works mentioned resources for the internationalization of SMEs from emerging countries and seven were done in Asia. We identified 72 resources in ten emerging countries. Organizational resources predominate. The use of financial resources in Brazil contradicts the trend in other emerging countries. More tangible resources seem less strategic for SMEs’ internationali zation from emerging countries when compared to more intangible resources, as organizational ones.
KEYWORDS: Resource-based view. Systematic review. Emerging countries. Small and medium enterprises. Export.
REASONS FOR PROFESSIONALS TO STAY OR LEAVE INFORMATION TECHNOLOGY ORGANIZATIONS
ANDREA V. STEIL, JANINE S. A. BELLO, ALINE F. FREITAS, JULYA KRONBAUER and DENISE DE CUFFA
ABSTRACT
Purpose: This study describes the reasons for professionals to stay or leave information technology (IT) organizations in Santa Catarina.
Originality/value: Technology organizations have experienced challenges in retaining professionals. Therefore, this study contributes to the literature on the subject by presenting the professionals’ perceptions about their reasons for voluntarily staying or leaving these organizations.
Design/methodology/approach: Four hundred and forty workers from private technology companies freely answered two open questions in an online questionnaire (survey): “What are the reasons that maintain you working at this company?” and “For what reasons would you leave this company in the future?”. The responses, collected in the second half of 2016, were inductively coded and subsequently aggregated into categories.
Findings: The results indicate that the professionals remain in the researched organizations primarily due to occupational (job satisfaction, organizational commitment, proper working conditions and perception of professional growth), organizational (adequate management practices) and environmental reasons (perception that there are no better work alternatives). The professionals surveyed would leave the organizations they currently work, primarily for occupational reasons (lack of job satisfaction and opportunities for professional growth, lack of an outlook on valorization and better working conditions), as well as for organizational (inadequate management practices), environmental (better job alternatives) and individual reasons (career planning). Based on the analysis of these results, an agenda for future research on the investigated topic is presented.
KEYWORDS: Permanence in organizations. Exit from organizations. Retention. Intentions. Technology companies.
ORGANIZATIONAL VALUES: ANTECEDENTS OF WELL-BEING AT WORK FOR RURAL SUCCESSORS
PATRICK ZAWADZKI, SAYONARA F. TESTON, SUZETE A. LIZOTE and IEDA M. ORO
ABSTRACT
Purpose: This study sought to explore the relationship between wellbeing at work and organizational values in rural properties’ successors in a cooperative system.
Originality/value: Empirically, the study presents elements for the strategic management of rural properties, especially for the challenge of preparing successors. For cooperatives, it contributes towards presenting elements for members’ management policies and practices. The study also extends the field of studies on well-being at work and the relationship between well-being and values in the organizational environment.
Design/methodology/approach: The method design adopted followed a quantitative approach, with a relational scope, survey type, and crosssectional. Successors representing 119 rural properties in western Santa Catarina participated in the study. Questionnaires assess organizational values and well-being at work as constructs. The descriptive, correlational statistics and structural equations modeling with partial least squares estimation confirm the hypothesis.
Findings: The study’s main conclusion suggests that the values of environment dominance and autonomy are associated with commitment, satisfaction, and involvement with work for successors of rural properties in a cooperative system.
KEYWORDS: Organizational values. Well-being at work. Family successors. Successors. Rural properties.
REFLECTIONS OF CORPORATE GOVERNANCE ON PAY-PERFORMANCE SENSITIVITY: A NEW PERSPECTIVE
THAYLA M. G. IGLESIAS, TAÍS D. SILVA, DUTERVAL JESUKA and FERNANDA M. PEIXOTO
ABSTRACT
Purpose: This research investigates whether the characteristics of corporate governance (executive compensation, board composition, ownership structure, and control) influence the sensitivity of remuneration to firms’ performance, the so-called pay-performance sensitivity.
Originality/value: This study brings to the literature a new perspective on the interaction of corporate governance mechanisms aligned with the concept of pay-performance sensitivity. The study shows that governance instruments are not isolated but rather interrelated and interdependent.
Design/methodology/approach: The study sample was composed of Brazil 100 Index (IBRX 100) companies listed on B3 from 2014 to 2018. Data were extracted from the Economatica® database, and the reference forms were accessed on the Securities and Exchange Commission of Brazil’s (CVM) website. We use panel data regression models with fixed and random-effects models.
Findings: The board composition (represented by the CEO/Chairman duality) increases the pay-performance sensitivity, while the ownership concentration reduces it. In addition, a greater presence of independent members on the board reduces the variation in executive compensation.
KEYWORDS: Executive compensation. Board composition. Ownership structure and control. Corporate governance. Pay-performance sensitivity.
WELL-BEING AT WORK IN PROCESSES OF ORGANIZATIONAL CHANGE: THE ROLE OF INFORMAL SOCIAL NETWORKS
ELISA M. B. AMORIM-RIBEIRO, ELAINE R. NEIVA, MAGNO O. MACAMBIRA and LEONARDO F. MARTINS
ABSTRACT
Purpose: This study evaluates the role of social networks of support, information, and trust in well-being at work, regarding the positive and negative affects and professional fulfillment of workers immersed in processes of organizational change.
Originality/value: Organizational change is characterized as a dynamic process, constituted through relationships, immersed in a context of uncertainties. The mapping of relationships can help in understanding the information flows and the assessment of resource availability.
Design/methodology/approach: 151 professionals from a holding participated. This company undergoes changes in the scope of services offered and the organizational design. Links of support, information, and trust established according to the change processes were mapped. Associated with the network, the Well-Being at Work Scale was used. For data analysis, multiple regressions were used to construct explanatory models for well-being factors: fulfillment, positive and negative affects.
Findings: Variables in support and information social network analysis (SNA) composed the predictive model of well-being in the three models. Among the researched ties, the support and information ties were part of the predictive model of well-being. The metrics that reveal how many times the employee is indicated and indicates others, proximity to highly cited neighbors, degree of participation in cohesive subgroups, the degree to which they assume a central position in the subgroups are indicators of actors’ positions capable of predicting well-being. The influence of the pattern of interaction between managers and employees should be considered in promoting well-being in organizations in the process of change.
KEYWORDS: Change in organizations. Social network analysis. Well-being at work. Support network. Information network.
STRATEGIC ENTREPRENEURSHIP: EXPLORATION, EXPLOITATION, AND AMBIDEXTERITY PRACTICES IN CRAFT BREWERIES FROM UBERLÂNDIA, MG
JULIANE SILVESTRE, ALEX F. BORGES and VERÔNICA A. F. PAULA
ABSTRACT
Purpose: This paper aims to understand the configuration of strategic entrepreneurship practices of exploration, exploitation, and ambidexterity in craft breweries from Uberlândia, MG.
Originality/value: Strategic entrepreneurship enables the comprehension of entrepreneurial phenomena from an organizational perspective. Furthermore, this research is conducted in an emergent industry in Brazil, with few studies in the field of management that consider the idiosyncrasies of craft breweries.
Design/methodology/approach: We conducted a qualitative multicase study with three craft breweries from Uberlândia, MG. Twelve interviews were performed, and the set of empirical data collected were analyzed through narrative analysis technique.
Findings: We identified several strategic entrepreneurship practices in the craft breweing sector. First, exploration practices were found in some radical innovations, such as the pioneering nature in the production of craft beers in Uberlândia, the creation of new products, and in the setting of new business models. Second, exploitation practices were also identified in incremental innovations that enabled business development. Hence, ambidexterity relied on the balance of exploration and exploitation practices, as innovative endeavors enabled the creation and development of new products and access to new markets. Thus, strategic entrepreneurship practices reflect the initiatives of entrepreneurial agents that seek to promote organizational innovations in terms of quality improvements, new production and marketing strategies, and the adoption of new technologies. Therefore, strategic entrepreneurship reflects and contributes to innovation possibilities, strategic renewals, and the competitiveness of craft breweries, revealing the analytical power of this theoretical approach for the study of entrepreneurial phenomena.
KEYWORDS: Entrepreneurship. Exploration. Exploitation. Ambidexterity. Craft beer.
ISSUE 2
HYBRID MULTICRITERIA TECHNIQUE FOR INTERNATIONAL MARKETS SELECTION BASED ON THE ANALYTIC HIERARCHY PROCESS
JOSE J. BAENA-ROJAS, DIEGO A. LÓPEZ-CADAVID, TANIA M. MACKENZIE-TORRES and CLAUDIA L. MUÑOZ-PARRA
ABSTRACT
Purpose: To present a rigorous technique for merchandise companies that are internationalizing and pursuit the best options of export markets to direct their products.
Originality/value: The literature suggests that companies, especially small and medium enterprises (SME), due to their lack of experience when participating in international business, tend to employ uncertainty processes that affect in decision making when exporting. For this reason, an innovative multivariable technique for international markets selection (IMS) is presented, in which factors such as trade barriers, economics, cost, logistics and culture are considered.
Design/methodology/approach: Consulting different databases obtained from the internet, it was possible to analyze the factors indicated above, which, in turn, are integrated by different variables. Thus, this work used a multivariable methodology and/or technique that is complemented with the analytic hierarchy process (AHP) to assign the weights of each factor and their respective variables; all this, including a survey among experts and members of the foreign trade department of the company under study, in this case, dedicated to the production of confectionery.
Findings: According to the statistical data processed with the multivariable technique and weighted with the AHP process, the results suggest that by their score the best export markets are Ireland, Netherlands and Denmark. In this sense, the empirical evidence indicates that the pointed countries are the most attractive markets for the factors considered, as well as for their general features.
KEYWORDS: international markets selection, SME, exportation, internationalization, multivariable method.
INTER-ORGANIZATIONAL RELATIONSHIPS AND INNOVATION: A CASE STUDY ON THE FINANCIAL SERVICES INDUSTRY
PRISCILA P. SARTORI, ANA L. R. FACCO and IVAN L. GARRIDO
ABSTRACT
Purpose: The purpose of this study is to understand how inter-organizational relationships can contribute to innovation in service firms, by identifying practices used in a given alliance or dyad.
Originality/value: Literature development on inter-organizational relationships and innovation confirms that this debate has become relevant in management studies. However, given the variety of drivers in this process, we identified the need for an in-depth understanding of the role of inter-organizational relations in innovation, a gap that this study sought to fill. Much of the knowledge on innovation management stems from the understanding of manufacturing industries, requiring a greater understanding of the management process, strategy and practices in the service industry. Based on this, this study offers theoretical and managerial contributions.
Design/methodology/approach: We carried out a single case study, through an exploratory qualitative approach, with a focus on a strategic alliance between a startup and a traditional bank in the Brazilian financial industry.
Findings: Motivations for engaging in an alliance, selection of partners, practices adopted for sharing complementary resources, including knowledge, collaboration and learning were identified in the case under analysis as factors that favored both the creation of an environment of innovation and the innovation results for both companies.
KEYWORDS: inter-organizational relationships, partnerships, innovation, services, strategy.
COMPLAINT MANAGEMENT: THE IMPACT OF POST-COMPLAINT SATISFACTION ON ORGANIZATIONAL BEHAVIOR
MÁRCIO PREUSS, FERNANDO O. SANTINI and DIEGO A. B. MARCONATTO
ABSTRACT
Purpose: The objective of this research was to investigate satisfaction with the management of complaints through perceptions of organizational justice and its subsequent impact on organizational commitment, involvement, and engagement at work of internal customers in the shared services centers (SSC).
Originality/value: We used the model developed and tested by Tax et al. (1998), which in this study was adapted to the organizational context of the SSC. This approach is unprecedented and aims to reduce the defragmentation of academic literature in SSC (Richter & Brül, 2017), which is at an early stage of development (Knol et al., 2014).
Design/methodology/approach: This is a quantitative-descriptive crosssectional study, whose data were collected from internal clients of SSC (employees of the branches) through a survey, resulting in 172 valid answers that were analyzed through structural equation modeling (SEM).
Findings: The results obtained indicate that perceptions of distributive and procedural justice affect the satisfaction of internal clients with the management of complaints. Organizational commitment, involvement and engagement are directly influenced by satisfaction with the management of complaints.
KEYWORDS: complaint management, justice, organizational commitment, involvement in work, engagement at work.
RELATIONSHIP BETWEEN EMOTIONAL INTELLIGENCE, CONGRUENCE, AND INTRINSIC JOB SATISFACTION
JONATAN S. BATISTA, GONDIM, SÔNIA M. G. GONDIM and MAURO O. MAGALHÃES
ABSTRACT
Purpose: The purpose of the study was to explore the association between emotional intelligence, person-environment congruence and intrinsic job satisfaction in two professional groups, the first focusing on interpersonal relationships and the second, on data, things, and ideas.
Originality/value: The study presents the association between congruence, emotional intelligence and intrinsic satisfaction at work and tests the model in which congruence moderates the association between emotional intelligence and intrinsic satisfaction in two professional groups.
Design/methodology/approach: Survey-type study in which 486 workers participated in two groups of professionals using the realistic, investigative, artistic, social, enterprising and conventional (RIASEC) model. Participants responded to questionnaires of professional interest and occupational environments necessary to measure congruence, and, then, emotional intelligence and intrinsic satisfaction.
Findings: Positive associations were identified between emotional intelligence, person-environment congruence, and intrinsic job satisfaction, with higher associations in the group with high interpersonal demands, highlighting the relevance of emotional skills in this professional segment. However, it was found that the congruence does not moderate the association between emotional intelligence and intrinsic satisfaction in either group, emphasizing that the person-environment fit and emotional skills can contribute independently to explain worker satisfaction with the activities developed in the organization.
KEYWORDS: person-environment congruence, emotional intelligence, intrinsic job satisfaction, personality, emotional skills.
ACADEMIC WOMEN: A STUDY ON THE QUEEN BEE PHENOMENON
MANOEL B. GOMES NETO, REBECA R. GRANGEIRO and CATHERINE ESNARD
ABSTRACT
Purpose: In masculine and extremely competitive organizational contexts, women who succeed in their careers exhibit behaviors that hinder, rather than help, other women to develop professionally. This phenomenon is called queen bee. In this article, we aim to identify whether the queen bee phenomenon is present in higher education institutions (HEI) in Brazil.
Originality/value: Although the queen bee phenomenon as a gender inequality metaphor is not a recent topic in scientific literature, its analysis in Brazilian HEI reveals the original character of the study.
Design/methodology/approach: The quantitative study has a sample of 495 women who work in HEI. The MANOVA test was used to verify the hypotheses.
Findings: The results show that the knowledge domain impacts more on the queen bee phenomenon than the variables of the organizational context. In addition, women in leadership positions are more engaged at work, have more masculine traits, identify themselves with women at the top of the hierarchy, deny gender discrimination and tend to be more adept at meritocratic discourse than women who are not in leadership positions, confirming that women who hold leadership positions in Brazilian HEI present queen bee traits.
KEYWORDS: gender, higher education institutions, queen bee phenomenon, women in charge of responsibility, women in male scientific fields.
COVID-19 AND ITS IMPACTS ON FINANCING AND INVESTMENT POLICIES
JONATHAS Q. AMORIM, GEORGE A. W. SALES and MARTA C. PELUCIO GRECCO
ABSTRACT
Purpose: To analyze how the Covid-19 has impacted the financing, capital structure, and investment policies of Brazilian companies from a behavioral finance perspective.
Originality/value: The study focused on the behavioral finance literature, Prospect Theory, Big Five Theory, and Pecking Order Theory, in order to substantiate and explain the consequences of the emotions implicit in corporate decisions and their impacts on organizations during the Covid-19 crisis.
Design/methodology/approach: A questionnaire was used, containing 26 questions spread over three sections: 1. investment, financing, and capital structure decisions made in the first half of 2020; 2. personality dimensions of the respondents; and 3. sociodemographic profiles of the respondents. A total of 120 responses was obtained and the ordinary least squares econometric model was applied to identify the influence of biases on corporate decisions.
Findings: The results found showed that managers’ decisions have been influenced by heuristics and biases, especially decisions on starting new projects and raising funds, as it was found that overconfidence bias has prevailed in investment and financing decisions. The study also demonstrated that the decline in sales and lost profitability of Brazilian companies due to Covid-19 have led to bold behavior by managers, as they have sought to reverse the impacts of the pandemic.
KEYWORDS: Covid-19, behavioral finance, investment, financing, capital structure.
ISSUE 3
DO TENSIONS LEAD TO POSITIVE CAREER SATISFACTION RESULTS?
ANDRÉ L. CAVALCANTI, BRUNO FELIX and EMERSON W. MAINARDES
ABSTRACT
Purpose: This research aims to analyze the effect of the paradox mindset as a mediator of the relationship between stress experimentation with career satisfaction and life satisfaction.
Originality/value: The present study allowed for making three major advances for the literature of paradox and career satisfaction. First, it contributed by analyzing the paradox at the individual level. Second, the study cooperates with the career satisfaction literature, raising the possibility of perceiving tensions as a positive factor. Third, the present research has advanced in the career satisfaction literature by bringing the individual as a protagonist in their career.
Design/methodology/approach: Based on the sample of 245 valid respondents (with more than ten years in a career), it was used for data analysis and hypothesis testing, a multivariate analysis of structural equations modeling (SEM). Furthermore, the variance accounted for (VAF) test or variance explained was performed in order to present the mediating effect proposed in the study.
Findings: The results showed a direct negative significant relationship between tensions and satisfaction with career and life. This indicates that career tensions can also lead to positive effects since they tend to promote a greater ability of the individual (paradox mindset) to deal with conflicting situations. Such ability enables the achievement of positive results. In practice, the results of this study suggest that changing scenarios previously seen as negative and problematic to a more paradoxical mindset can help individuals deal with uncontrollable tensions and therefore improve the ability to feel more satisfied with one’s career.
KEYWORDS: career tensions, paradox, resource scarcity, paradox mindset, structural equation modeling.
SUBSTANTIVE RATIONALITY OF IMPRESSION MANAGEMENT: AN ANALYSIS OF CORPORATE REPORTS OF JBS
JULIANA C. S. CRUZ, MARLY D. RODRIGUES, RISOLENE A. M. ARAÚJO and ADRIANA R. SILVA
ABSTRACT
Objective: To investigate the substantive rationality inherent to the practice of impression management (IM).
Originality/value: Based on the taxonomy created by Merkl-Davies and Brennan (2011), it is analyzed: 1. the discussion under the sociological perspective; and 2. the actions of substantive rationality in the management of impressions that can manifest through actions of symbolic management. This study responds to the call of Merkl-Davies et al. (2011) by putting into practice an unconventional analytical model based on the use of the corporate reports (annual and sustainability) of the company JBS with special attention to the “Carne Fraca” [Weak Meat] Operation.
Design/methodology/approach: A content analysis of the accounting narratives of JBS’ corporate reports between 2015 and 2018 was carried out.
Findings: Accounting narratives suggest evidence of IM and substantive rationality. The preparers of the corporate reports used substantive rationality to legitimize the company’s actions, with the most significant manifestations of this practice in the 2017 report, the year of the “Carne Fraca” operation. The implications of this research lie in demonstrating evidence that guides companies regarding the use of accounting narratives to convince society of their actions as consistent with the structure of social rules and norms. Furthermore, we emphasize that the accounting narratives must be analyzed with caution since they can be elaborated under the influence of the manager’s opportunistic behavior.
KEYWORDS: corporate communication, impression management, legitimacy, substantive rationality, symbolic management.
DEGENDERING ORGANIZATIONS? THE EMERGENCE OF POSTFEMINIST NETWORKS
PEDRO J. COELHO JÚNIOR, EDVALTER B. HOLZ, RAQUEL C. SAJONC and AUDREY S. HEIN
ABSTRACT
Purpose: This article aims to present an initial analysis of a new form of collective action related to gender issues emerging in the Brazilian corporate world. It is based on an empirical investigation through two networks of women executives that aim to encourage gender equity in organizations. The analysis was structured based on the following research question: What is the potential of these networks related to gender equity led by executive women to degender organizations? The findings help to understand the complexity of this phenomenon, with its ambiguities and contradictions.
Originality/value: The originality of the article resides in the proposition of the concept of postfeminist networks to understand this new form of collective action for gender equity in the corporate environment. This concept helps researchers in Organizations Studies better understand moderate corporate feminism, reflecting and deflecting feminism.
Design/methodology/approach: Qualitative research of exploratory nature, whose investigation strategy was a multiple case study. Data collection occurred in two stages: documentary, and interviews. The interviews were with ten executives who lead and act directly in the management of two networks, both located in São Paulo, and aimed at increasing the representation of women in leadership positions in business.
Findings: The results show crucial limitations of these networks. They are related to a claimed distance from feminism and even a disdain for the feminist movement. They also do not consider the intersections between gender and other social markers of difference, such as race, class, and sexuality. Despite these limitations, this experience cannot be neglected. They represent a significant advance in individual strategies that women undertake to occupy spaces in the corporate world and those concerning affinity groups created by executive women within each company. These advances are even more critical in a business environment. There are typically very few women in upper management positions, and where male leaders have done very little in encouraging their presence in upper management.
KEYWORDS: gender equity, degendering, executive women, postfeminist, networks.
THE BEHAVIOR OF YOUNG PEOPLE AT THE BEGINNING OF THEIR CAREER THROUGH LINKEDIN
VANESSA I. PARDIM, LUIS H. C. PINOCHET, CESAR A. SOUZA and ADRIANA B. N. VIANA
ABSTRACT
Purpose: The primary purpose of this article is to understand the behavior of young people at the beginning of their careers, in the context of Covid-19, considering the intention to continue using the services of the professional social network LinkedIn.
Originality/value: This article expands the scope of studying a user group from acceptance in the continuance intention (continuous use) of LinkedIn, analyzing a series of positive and negative factors regarding the processes.
Design/methodology/approach: We carried out a descriptive quantitative approach. The authors collected data from a survey (n = 386). To test the hypotheses, the researchers applied the technique of structural equation modeling (SEM), with estimation and partial least squares, and a moderating effect with the technological optimism construct for the predictive variables of the intention to continue using.
Findings: The results indicated that all direct and indirect relationships were accepted, except a moderation (H7d) which was rejected, considering that users less optimistic about the technology may feel positively overwhelmed regarding the service’s perceived usefulness. LinkedIn’s variety of services can lead users to continue using the platform. The platform’s objective is to facilitate collective self-presentation, keeping profes sional relationships active. The results also indicated that the sample respondents are more likely to be actively and semi-passively involved on LinkedIn.
KEYWORDS: social media, professional social network, LinkedIn, career, undergraduate students.
SERVICE PROVISION DURING THE COVID-19 PANDEMIC: IMPACT ON CUSTOMER WELL-BEING AND REPURCHASE INTENTION
THIAGO S. GLASENAPP, SIMONI F. ROHDEN, LUCAS B. DORNELES and CRISTIANE PIZZUTTI
ABSTRACT
Purpose: This research aims to explore how the maintenance of customers’ relations with service providers during the Covid-19 pandemic affects customers’ well-being and repurchase intentions for the postpandemic period.
Originality/value: This paper uses empirical data collected during the Covid-19 pandemic to shed light on how individuals can improve their well-being during stressful life events through service provisions and how businesses can increase chances of recovery after stressful situations such as a pandemic.
Design/methodology/approach: Data were collected during the pandemic with Brazilian consumers. Structural equations models (SEM) techniques were used.
Findings: Results show that the stronger the customer’s trust in the service provider before the stressful event, the higher the maintenance of the provider’s relationship during this period. More importantly, this relationship maintenance with the service provider during the Covid-19 pandemic (even when the service is not being provided as previously agreed, e.g., online yoga classes) improved the individual’s satisfaction with life and health (i.e., well-being). These positive effects on wellbeing are explained by perceptions of control and the feeling of helping the service provider during a crisis (i.e., a pandemic). Furthermore, maintaining the relationship with the service provider during this period increased customers’ future repurchase intentions with the business.
KEYWORDS: services, well-being, life satisfaction, stressful situations, trust.
SCALE TO ASSESS QUALITY OF WORKING LIFE IN UNIVERSITY ENVIRONMENT BY USING ITEM RESPONSE THEORY
JERKO LEDIC, DALTON F. ANDRADE, LEANDER L. KLEIN, ADRIANA S. TIRLONI and ANTÔNIO R. P. MORO
ABSTRACT
Purpose: This study aims to validate Ferreira’s (2011) quality of working life (QWL) scale by using item response theory (IRT) and specialists’ knowledge to be applied in higher education institutions (HEIs).
Originality/value: The paper advances QWL theoretical knowledge by validating a scale to appraise QWL in this specific context using IRT. The scale can be applied in any HEI. Items can be removed or added to adapt the instrument to each institutions’ particularities and respond to context change over time. Results can assist decisionmakers in iden tifying critical aspects to be improved, guiding them to allocate resources precisely, and assessing the efficiency of interventions.
Design/methodology/approach: With a qualitative and quantitative approach, this exploratory study used the data collected from Klein et al.’s research (2019). The IRT model used to analyze the data was the Graded Response Model. Anchored items were identified to allow the interpre tation of the levels on the scale. Specialists were consulted to conduct a qualitative analysis so the scale could reveal the institution’s QWL sta tus quo. The scale was applied as a case study in the sample.
Findings: The instrument’s internal consistency was confirmed, and the results reveal the scale has high reliability. The scale was classified into six cumulative levels. The parameters found demonstrate that the set of items accurately estimates the entire QWL latent trait. Items related to recognition were the aspects with the highest discrimination parame ters proving their importance in distinguishing QWL.
KEYWORDS: psychometrics, organizational factors, ergonomics, item response theory, higher education institutions.
ISSUE 4
DOES A CLUSTER PROMOTE INNOVATION AND PRODUCTIVITY IN ITS FIRMS?
RODRIGO J. S. ROCHA, FÁBIO O. PAULA and JORGE F. SILVA
ABSTRACT
Objective: The fierce competition in a globalized market forces firms to adopt innovative strategies to obtain a competitive advantage over their competitors. However, innovating is a difficult task to accomplish in isolation. One way to mitigate this isolation is to separate organizations into sectoral clusters, facilitating the search for innovation and productivity. From this perspective, this research aims to compare the relationship between innovation performance (IP) and the productivity of Brazilian firms, considering whether they are inserted into clusters or not, and analyze their implemented internal and external research and development (R&D) strategies.
Originality/value: This article expands the literature’s understanding of open innovation, testing the complementary role of internal and external R&D for the implementation of innovation in firms using a relevant contextual condition: their presence or absence in a cluster. The study helps to enhance the understanding of several mechanisms by which the cluster helps to promote innovation and productivity.
Design/methodology/approach: To test the hypotheses, the study used multigroup structural equation modeling in a sample of 5,581 companies, with 1,878 cluster participants and 3,703 non-participants.
Findings: The results support a positive impact of both external and internal R&D on IP and support the notion that IP, regardless of whether or not the firm is part of a cluster, positively impacts its productivity. The external and internal R&D, in turn, proved to be complementary only for companies inside a cluster.
KEYWORDS: cluster, innovation performance, productivity, R&D, absorptive capacity.
ARTIFICIAL INTELLIGENCE AND INTERNET OF THINGS ADOPTION IN OPERATIONS MANAGEMENT: BARRIERS AND BENEFITS
ISABELA F. ROCHA and KUMIKO O. KISSIMOTO
ABSTRACT
Purpose: Based on the context of digital transformation and the evolution of digital technologies, this research sought to understand how artificial intelligence (AI) and internet of things (IoT) collaborate to improve the efficiency of operations management (OM).
Originality/value: Digital transformation and the use of new technologies, such as AI and IoT, have impacted the management of the companies’ operation. A preliminary survey carried out in the Web of Science (WoS) database, analyzing data through the VOSviewer bibliometric software, identified an important relationship between AI, IoT, and OM through industry 4.0 (i4.0), which has as one of its main objectives the improvement in OM. The results of this research bring a practical contribution to business managers, such as the identification of the main barriers and expected benefits when adopting AI and IoT in their operations. For researchers, this study differs from studies already published by conducting a systematic review of the literature that investigates the relationship of OM with technological tools, such as AI and IoT.
Design/methodology/approach: A systematic review of the literature was carried out with the objective of analyzing all articles that brought some contribution to a better understanding of how AI and IoT collaborate to improve the efficiency of operations.
Findings: The results demonstrated how AI and IoT were being incorporated into OM, identifying the main barriers of its use, as well as indications of research gaps that may lead to further investigations to advance on this topic.
KEYWORDS: digital technologies, digital transformation, operations management, artificial intelligence, internet of things.
HYBRID MULTICRITERIA AND ECONOMIC ENGINEERING MODEL TO SUPPORT DECISION IN FLEET MANAGEMENT
RÉGIS F. DANTAS
ABSTRACT
Purpose: To provide the decision-making agency with a hybrid composite model for a qualified decision and maximize the quality of public management when challenged by the tradeoff between own and leased fleet.
Originality/value: The proposed methodology innovates by integrating a framework based on a set of quantitative and qualitative criteria, increasing accuracy of the decision-making process regarding the management of the Ceára Public Safety Secretary’s fleet. With a multicriteria model, one can understand and identify the fundamental criteria in terms of management to select alternatives and avoid making these decisions based only on experience or feeling.
Design/methodology/approach: To support the decision-making process regarding the choice or combination between own and leased fleet, optimal solutions are built using a hybrid model that combines techniques from the multi-attribute utility theory (Maut) models of economic engineering with the help of the total cost of ownership (TCO). The alternatives are weighted (considered) qualitatively and quantitatively through the proposed model.
Findings: The results confirm the compatibility between the methods used, providing the agency with a methodological tool that qualifies the decision based on a model that reveals the decision-makers’ preferences in terms of relevant attributes to good management, while respecting budgetary constraints.
KEYWORDS: multicriteria model, multiobjective problem, economic engineering, total cost of ownership, fleet management.
HUMAN RESOURCES POLICIES, LEARNING, AND TURNOVER INTENTION IN ORGANIZATIONS
ALESSANDRA DEMITE G. FREITAS, FABRICIO M. LACERDA, ENISE A. SANTOS, MARCELO A. ALVARENGA and FLÁVIO S. BIZARRIAS
ABSTRACT
Purpose: The objective of this research is to investigate how human resources policies and the perception of learning opportunities in organizations influence the intention of professional turnover.
Originality/value: The authors demonstrated that, by understanding the existing relationships between the researched constructs, organizations should increase their investments in improvements in human resources policies, particularly in actions that promote a greater perception of learning opportunities, which reduce the intention of employee turnover of their talents.
Design/methodology/approach: This research was developed with a quantitative approach and data collection was carried out through a survey. The questionnaires were applied to 250 professionals working in the labor market and students from a private university. Data analysis was performed with a confirmatory factor analysis and, subsequently, a structural equation modeling.
Findings: The authors presented the research results in a descriptive way, the three hypotheses defined for the study were accepted, and the dimensions of human resources policies were considered significant. The authors presented relevant attributes for the understanding that, even though there are several reasons that can influence a professional in his decision to leave the organization, new factors must be considered, such as the possibilities of a greater offer of knowledge.
KEYWORDS: human resources policies, turnover intention, learning opportunity, people management, quantitative research.
TEACHING AND LEARNING OF ORGANIZATIONAL IMPROVISATION: THE VALUE OF THEATER IN MANAGEMENT LEARNING
FERNANDA P. M. BARBOSA and EDUARDO P. B. DAVEL
ABSTRACT
Purpose: This article aims to understand the implications of theatrical improvisation in the teaching and learning processes of organizational improvisation.
Originality/value: Management constantly deals with changes and unforeseen events, as research on organizational improvisation has shown for more than two decades. However, managers are still trained to face stable situations and not those of organizational turbulence. Management educators lack teaching and learning options aimed at developing organizational improvisation skills.
Design/methodology/approach: The research is based on theories about organizational improvisation, theater improvisation, and management teaching-learning. Several teaching and learning practices of organi zational improvisation based on theatrical improvisation were analysed – practices of a curricular component of a Management undergraduate program carried out during six academic terms. The qualitative methodology was based on an artistic approach and several sources of information (short stories, theater, direct observation, press conferences, and documents).
Findings: The results are categorized into organized implications between four synergies (logic of practice, practice of the narrative, the creativity, and corporeality) and three entropies (shame to practice, fear of making mistakes, and habit of dispersing) of the use of theatrical improvisation for teaching and learning organizational improvisation in the training of contemporary managers. The research results contribute to the advancement of knowledge about organizational improvisation, as they unfold a proposal for a more precise understanding of teaching and learning of organizational improvisation. This study also enhances the linkage between fields of knowledge (theater and management), increasing of the knowledge that contributes to the advancement of research and practice of teaching and learning organizational improvisation.
KEYWORDS: theater improvisation, organizational improvisation, teaching-learning, theater, contemporary management.
IMPACT OF INTERNATIONALIZATION ON THE WORKING CAPITAL REQUIREMENT OF BRAZILIAN COMPANIES
ARTHUR A. S. ROSA, CRISTIANO A. B. FORTI and VITOR F. M. B. DIAS
ABSTRACT
Purpose: This study aims to analyze the effects of crisis periods on the relationship between internationalization and the working capital requirement (WCR), from 2010 to 2018, using publicly-traded Brazilian firms as a sample.
Originality/value: This paper contributes to the literature by addressing a topic that is still little explored regarding the relationship between WCR and internationalization, as well as analyzing the influence of the economic crisis on this relationship, using, for that, three internationalization proxies for the robustness of the results.
Design/methodology/approach: To achieve this goal, a regression by the generalized method of moments (GMM) with panel data was used. For this, three databases were used for data collection: Econo matica, Securities and Exchange Commission (Comissão de Valores Mobiliários – CVM), and J. P. Morgan.
Findings: More internationalized Brazilian firms tend to have a higher WCR and use stock as a way to protect themselves against possible unforeseen events arising from import processes. In addition, internationalization is shown as a way for firms to maintain their level of activity during national crisis periods.
KEYWORDS: working capital, internationalization, crisis, import, GMM.
ISSUE 5
DIGITAL TRANSFORMATION IN UNIVERSITY TECHNOLOGY EXPO
ALEJANDRO K. ARRABAL, RODRIGO S. CARDOSO, VINICYUS R. WIGGERS and ANA P. COLOMBO
ABSTRACT
Purpose: The aim of this article is to explore the Innovation and Entrepreneurship Fair held by the Technological Sciences Center of the Regional University of Blumenau (Universidade Regional de Blumenau [Furb]), to describe the relevant factors in its execution through the digital environment.
Originality/value: This study presents elements to understand the conditions of implementation and the challenges involved in holding technological fairs within the scope of higher education organizations through information and communication technologies (ICT).
Design/methodology/approach: Qualitative research with a descriptiveinterpretative approach. The descriptive approach consisted of observing facts and procedures adopted within the scope of a higher education institution. The interpretive approach examined that the facts and procedures that constitute the object of study presuppose the intersubjective context from which the observation was made.
Findings: The study allowed us to recognize that the Innovation and Entrepreneurship Fair, held over seven years at the Center for Technological Sciences of Furb, has adapted to digital media in its eighth and ninth editions. Due to the need to follow health and safety protocols during the Covid-19 pandemic, this initiative added to the fact that it is the first major Furb event held entirely in digital form. It presented logistical challenges to make practices and processes compatible with the environment and resources of the world wide web.
KEYWORDS: digital transformation, university, digital fair, innovation, entrepreneurship.
THE APPLICATION AND BENEFITS OF DIGITAL TECHNOLOGIES FOR AGRI-FOOD VALUE CHAIN: EVIDENCE FROM AN EMERGING COUNTRY
SOFIA GOMES, JOÃO M. LOPES and LUÍS FERREIRA
ABSTRACT
Purpose: Many academic and technical studies have explored information and communications technology (ICT) applications in the agri-food sector from the farmers’ perspective. However, the technology supplier perspective on the ICT application has been largely overlooked. This paper aims to analyze how digital technologies are used within the agrifood value chain and their benefits and advantages from the technology supplier perspective.
Originality/value: First, the study analyzed the benefits of ICT for the agri-food sector from the technology supplier perspective. Second, it comprised the integrated analysis of the complete set of ICT applied to the entire agri-food value chain. Third, we guaranteed the study’s replicability by using a straightforward methodological approach.
Design/methodology/approach: Exploratory study with a descriptive approach was employed to map the complete set of digital technologies commercialized by 131 agri-food technology companies. The Organisation for Economic Co-operation and Development’s (OECD) (2018) typology for ICT solutions was used to identify technology types. The NVIVO software cluster analysis was applied to the data related to the benefits and advantages of the firms’ ICT solutions.
Findings: We identified that cost reduction and rapid decision-making are the essential benefits of ICT. It was found that the ICT field in the agri-food sector is composed of different companies’ generations, and many are not startups. We identified two new phenomena: agricultural servitization, which comprehends the increasing importance of services as crucial input for agricultural production, and agricultural manufac turing, which refers to increasing control over production factors in agriculture.
KEYWORDS: agri-food, ICT, AgTech, value chain, innovation.
THE IMPACT OF INVESTMENT IN INTELLECTUAL CAPITAL ON FIRMS’ PROFITABILITY
CRISTIANNE F. R. COSTA, SILVANIA N. NOSSA, VALCEMIRO NOSSA and EDVAN S. OLIVEIRA
ABSTRACT
Purpose: This study investigates the effect of investment in intellectual capital and its components on the performance of Brazilian companies listed on the Brasil, Bolsa, Balcão (B3) exchange. More specifically, we examine whether a positive relationship exists between the proxies for intellectual, structural, human, and invested capital and firms’ return on assets and equity.
Originality/value: This study differs from those of Richieri (2007), Turra et al. (2015), and Brizolla and Turra (2015) by using panel data and static and dynamic econometric regression models to analyze firms’ performance. It also differs from Nadeem et al. (2018) by using return on equity and return on assets to measure performance.
Design/methodology/approach: We estimated two equations employing static estimators (static OLS and fixed effect) and dynamic estimators (dynamic OLS and GMM), as proposed by Nadeem et al. (2018). We performed strict exogeneity tests to ascertain the need to use dynamic models. Thus, the first equation analyzed the effect of intellectual capital on future performance (measured by ROA and ROE). In contrast, the second equation investigated the impact of structural, invested, and human capital on these same performance indicators.
Findings: The results indicate a positive effect of investment in intellectual capital on the performance of Brazilian companies. In addition, all components of intellectual capital are significant in increasing returns on assets and equity.
KEYWORDS: intellectual capital, human capital, structural capital, performance, VAIC.
THE ABSORPTIVE CAPACITY OF INCUBATED ENTERPRISES AND INNOVATION ACTIONS IN THE CONTEXT OF AGRIBUSINESS IN PARAÍBA, BRAZIL
KARINA T. LIMA, LEONARDO F. BATISTA and VINICIUS F. MOREIRA
ABSTRACT
Purpose: This article analyzes companies’ absorptive capacity and innovation actions incubated in the Agribusiness Incubator of Cooperatives, Community Organizations, Associations, and Rural Settlements of the Semiarid Region of Paraíba (Iacoc).
Originality/value: The value of this research is the validation of the literature and the process’ effectiveness of fostering incubators with incubated enterprises, whose transfer of resources/knowledge can generate innovation. We present the theoretical relationship between absorptive capacity and innovation actions in the context of incubated enterprises, inspiring management practices for different types of innovation, including in specific contexts, such as agribusiness.
Design/methodology/approach: We carried out a qualitative multicase study whose analysis focused on six projects incubated at Iacoc. Documentary research and semi-structured interviews with the leading managers were used, and the ATLAS.ti software processed the data. Subsequent content analysis framed the data into four main categories: absorptive capacity combined with the product, marketing, process, and organizational innovations.
Findings: Results show that the analyzed projects presented advancements from the absorptive capacity realized, with the generation of innovations in management and planning, people management, the direction of production techniques, product design characteristics, and access to markets. We argue that the theoretical association of the field of absorptive capacity and innovation in the context of incubated enterprises can trigger substantial gains for the thematic area and the actors of innovation ecosystems: the capture of knowledge by companies, innovation actions, the transformation of those involved in the initiatives and socioeconomic impact.
KEYWORDS: absorptive capacity, innovation, incubator, agribusiness, socioeconomic impact.
AN ANALYSIS OF THE PROFESSIONAL INSERTION OF ADMINISTRATION COURSE GRADUATES IN BRAZIL
JHONY P. MORAES, ALEXANDRE D. M. WISSMANN, JAIR JEREMIAS JUNIOR, ARTHUR G. M. ANDRADE
ABSTRACT
Purpose: To analyze the professional insertion process of Administration and Public Administration course graduates in Brazil, with ages ranging from 18 to 36, who graduated after 2011.
Originality/value: As the main contribution of the study, it is possible to highlight the contingent of well-qualified professionals that are unemployed or in informal and often underoccupied jobs, indicating the expansion of non-qualifying job insertion. Thus, as a widespread problem which cuts across different ages, classes, genders, races, and ethnicities, this aggravating factor in the labor market falls mainly on individuals with higher education that are working jobs below their skill and education levels.
Design/methodology/approach: This study has a quantitative, non-probabilistic, non-experimental, transversal, and descriptive approach. Data collection began in September 2018 and ended in November 2018. The sample consisted of 847 cases, divided by regions: 344 from Southeast, 244 from South, 163 from Northeast, 56 from Midwest, and 40 from North.
Findings: It is worth noting that 73% of the respondents did not spend more than one year to professionally enter into the labor market, 20% of graduates are in positions with less than undergraduate education requirements, and 16.6% are not working. In addition, despite being well qualified, the investigated professionals share a structurally fragile occupational scenario, especially about the types of employment contracts practiced, regardless of their sociodemographic characteristics.
KEYWORDS: professional insertion, education, work, Administration, graduates.
INTELLECTUAL PROPERTY AND INDUSTRY PERFORMANCE IN BRAZIL
MARINA B. SILVA and JOSÉ R. SANTANA
ABSTRACT
Purpose: To analyze the influence of trademark registration and patent application on the economic-financial performance of publicly traded companies in the Brazilian manufacturing industry between 1995 and 2014.
Originality/value: The approach offers critical reflections for decision making by firm management and its investors. Analyses of companies’ economic and financial performance in the Brazilian manufacturing industry, based on the strategy of protecting their intellectual property, especially considering the time interval analyzed, have not been identified in recent literature.
Design/methodology/approach: Manufacturing companies listed on the Brazilian stock exchange were studied. Between1995 and 2014 were considered in a sample composed of 49 companies and 746 observations. Estimates were made using panel regression models. The dependent variables are market value and return on assets. The independent variables (controlled) are trademark registrations and patent applications (intellectual property).
Findings: A positive and statistically significant relationship was observed between trademark registrations and patent applications and the firms’ market value. As they are assets that reflect the company’s image in the market, the protection of trademarks seems to reflect well on the perception of the company’s shareholders, which impacts the market value. In the case of patents, the positive effect on market performance is related to the investor’s positive expectation of the firm’s application in technology, innovation, and intellectual property. No positive impact of intellectual property on the return on assets has been identified.
KEYWORDS: technological innovation, trademarks, patents, manufacturing sector, finances.
ISSUE 6 - SPECIAL ISSUE
THE IMPACT OF THE DIGITAL ECONOMY ON ECONOMIC GROWTH: THE CASE OF OECD COUNTRIES
SOFIA GOMES; JOÃO M. LOPES and LUÍS FERREIRA
ABSTRACT
Purpose: This longitudinal study analyzes the impact of the digital economy on economic growth in Organisation for Economic Co-operation and Development (OECD)’s countries, divided into groups by their level of development (transition and innovation countries).
Originality/value: Empirical studies on information and communications technology (ICT)’s impact on countries’ economic growth have increased over the last few years. However, there are still no studies that analyze this problem for the group of OECD countries, let alone divide these countries according to their level of economic development to assess the differences between more developed countries and less developed. The study of this gap in the literature allows us to infer important implications for policymakers to implement the digital agenda more efficiently.
Design/methodology/approach: We used a panel data sample from the World Bank covering 36 OECD countries from 2000 to 2019. A statistical analysis of the variables was carried out separately for all OECD countries and the transition and innovation countries groups. We then performed a correlation analysis between the variables, and three models were estimated using the generalized moments panel method (GMM) using a fixed cross-section.
Findings: The impact of the digital economy as measured by the technology proxy – internet, mobile phone, and fixed-broadband – on the economic growth of OECD countries depends on their level of development and the measures of the technologies that capture the digital economy. ICTs positively influence the development of the economies of OECD countries and can be used as instruments by policymakers. These agents must implement policies that strengthen the physical and technological infrastructures of the ICTs, the digital empowerment of human capital, and more significant social equity in accessing the ICTs.
KEYWORDS: mobile telephone, internet, fixed broadband, digital economy, economic growth.
CHALLENGES OF IMPACT MEASUREMENT IN SOCIAL INNOVATION: BARRIERS AND INTERVENTIONS TO OVERCOME
JORGE CUNHA, WELLINGTON ALVES and MADALENA ARAÚJO
ABSTRACT
Purpose: This paper reviews extant research related to the impact assessment of social innovation and identifies several barriers to this assessment. Following this is a proposal of interventions to overcome these barriers.
Originality/value: Social innovation has played an essential role in enhancing positive changes for society. Nonetheless, measuring its impact is a very significant challenge due to the many barriers faced in selecting metrics that fit its definition and goal. Recognizing these challenges, the main contribution of this paper was to identify the most common barriers and to suggest how these barriers can be overcome.
Design/methodology/approach: Two approaches were considered in this research. On the one hand, a bottom-up approach was applied to review relevant literature related to impact metrics for social innovation and good practices toward social innovation impact assessment. On the other hand, we used a top-down approach through collecting and analyzing research projects related to identifying metrics of social innovation impact, broadly disseminated and well-consolidated in the current literature.
Findings: This research offers valuable insights to academic researchers, policy decision-makers, and practitioners working in the field of social innovation by identifying and classifying the main barriers faced to measuring the impact of social innovation, namely lack of stakeholder awareness in the field of social innovation, difficulties in selecting the metrics to assess social innovation, problems in selecting criteria to identify best-fitted indicators to social innovation, lack of beneficiaries engagement, lack of financial and public support, and lack of consensus in the social innovation definition.
KEYWORDS: social innovation, impact measurement, barriers, social impact, social value.
CAPABILITIES FOR SERVICE INNOVATION: BIBLIOMETRIC ANALYSIS AND DIRECTIONS FOR FUTURE RESEARCH
RAFAEL T. CRISPIM, CARLAI O.NETTO, GUILHERME F. CAMBOIM and FELIPE F. CAMBOIM
ABSTRACT
Purpose: This study aims to identify how the innovation studies literature addresses the topic of capabilities for service innovation and to propose directions for future research in this field.
Originality/value: There is a gap in the literature on service innovation of the combination of capabilities that guarantees the success of service companies considering the characteristics of service innovators.
Design/methodology/approach: This study comprises a bibliometric analysis of documents retrieved from Scopus and Web of Science databases. The total sample examined consists of 1523 studies published between 1974 and 2020. The data were analyzed with the Bibliometrix R-package, providing many visualization forms. Additional co-citation analysis was carried out using VosViewer software.
Findings: Results indicate a growing discussion about service innovation and capabilities in the period under analysis, but it is still a fragmented theoretical body. There is a great variety of theoretical approaches that have been used to describe capabilities for service innovation. This way, this study contributes to the literature by mapping the current state of the art in the field of service innovation and by identifying its main research themes, which enabled us to propose a research agenda for further development. Finally, we recognize that few studies involve data collected from different geographic regions other than developed countries.
KEYWORDS: bibliometric analysis, innovation capabilities, service innovation, services, Bibliometrix.
CUSTOMER SATISFACTION IN SERVICE DELIVERY WITH ARTIFICIAL INTELLIGENCE: A META-ANALYTIC STUDY
LAURA M. AGUIAR-COSTA, CARLOS A. X. C. CUNHA, WALLYSSON K. M. SILVA and NELSIO R. ABREU
ABSTRACT
Purpose: This study intends to identify the main background and consequent constructs that form consumer satisfaction in providing services using artificial intelligence (AI) and their magnitudes.
Originality/value: This work seeks to fill a gap arising from the scarcity of meta-analytic research on service delivery with AI and also its relationship to consumer satisfaction.
Design/methodology/approach: The study adopted the meta-analytic method, and its development followed three phases: 1. research; 2. collection; and 3. coding and data analysis. We analyzed 19 articles published in journals of international relevance from January 2000 to December 2020, present on the Web of Science and Science Direct platforms, totaling 128 observations and 28 topic-related.
Findings: Five background constructs and one consequent construct were identified, from which an integrated model was built to illustrate the relationships between consumer satisfaction in intelligent services. The results show that consumer satisfaction in the provision of services is significantly correlated to the adoption of artificial intelligence. Then, the integrated quantitative evaluation that was performed in this study aims to contribute to future empirical evidence in such a way that an increase in the scope of studies on artificial intelligence and consumer satisfaction occurs, based on the analysis of the following constructs: perceived value, perceived features, perception of quality, marketing orientation, identification with the service and behavior of using AI in services.
KEYWORDS: artificial intelligence, services, consumer satisfaction, meta-analysis, integrated model.
DIGITAL TRANSFORMATION WITH AGILITY: THE EMERGING DYNAMIC CAPABILITY OF COMPLEMENTARY SERVICES
CRISTIANA R. D’OLIVEIRA ANDRADE, CLÁUDIO R. GONÇALO and ANDRÉ M. SANTOS
ABSTRACT
Purpose: This study aims to understand how organizations accelerate a digital transformation (DT) and leverage innovations in digital services in the modus operandi of dynamic capabilities (DC) development. DT provides an agile resource mobilization in relation to the operational flexibility and to the technological and informational capabilities.
Originality/value: This study contributes with a new theoretical-applied perspective on agility as a necessary competence for DC development, being investigated in an emerging country, in this case, Brazil. The development of DC that are suitable for DT becomes critical for capturing opportunities in the dynamic digital environment.
Design/methodology/approach: Forty companies in the Brazilian territory were investigated in order to explore the relation between DC and DT, focusing on agility and based on the logic of literal and theoretical replication of case studies. The theoretical framework was applied to investigate companies from three empirical fields (energy, automotive, and digital services), within the triangulation of secondary sources, management reports and internal documents.
Findings: The cases analyzed provide evidence that agility does not presuppose strong DC in sensing, as it depends on services’ maturity. We highlight the mediation of the applied use of intangible resources and digitized assets that speed up the seizing and transformation of the business. In the context of digital assets in intensive environments, we propose that DT strategy may be used with analytical intelligence and agility by integrating technological processes.
KEYWORDS: digital transformation, dynamic capabilities, complementary services, platforms, ecosystems.
SERVICE INNOVATION AND KNOWLEDGE MANAGEMENT: A BIBLIOMETRIC REVIEW AND FUTURE AVENUES
GABRIEL L. BANDEIRA, ANDREA CHANQUINI, UBIRATÃ TORTATO and CARLOS QUANDT
ABSTRACT
Purpose: The transition from a product-based to a service-based economy is well recognized. In this context, service innovation (SI) has gained momentum among scholars. Despite that, a significant challenge associated with the shift from product-centeredness to a service orientation is structuring the knowledge management (KM) process for companies to remain competitive. This study sought to identify theoretical roots, research trajectories, and themes to propose future avenues in this field.
Originality/value: Empirically, this study presents elements for SI and KM by conceptualizing, validating, and discussing the field’s integration. The study also sheds light on theoretical roots and identifies the main research themes in literature.
Design/methodology/approach: A review of 144 publications was performed at the intersection between SI and KM. The study conducted two bibliometric analyses – co-citation analysis and co-occurrence analysis – and a qualitative one to criticize the obtained quantitative results.
Findings: This research contributes to the domain’s understanding in three major ways. First, theoretical roots showed that the field is characterized by two groups of references: publications in the nascent period (before 2010) and emergent period (after 2011). Second, the meta- analysis showed five pioneering studies and revealed two crucial turning points in the literature, suggesting the following research stages. Third, four distinct research themes were identified: 1. innovation management; 2. business intelligence; 3. knowledge sharing; and 4. governance. Finally, the results highlighted research topics for future groundbreaking qualitative, quantitative, and mixed-methods studies, both theoretically and empirically.
KEYWORDS: bibliometric analysis, innovation ecosystem, literature review, Kibs, service orientation.
