scholarly journals Characterisation of organisational capabilities and managerial skills in firms operating in the service sector: A literature review

2020 ◽  
Vol 6 (2) ◽  
pp. 119-135
Author(s):  
L. F. García Sarmiento ◽  
J. F. Reyes-Rodríguez
Keyword(s):  
Literature Review ◽  
Leadership Style ◽  
Service Sector ◽  
Traditional Approach ◽  
Organizational Capabilities ◽  
Service Firms ◽  
Managerial Skills ◽  
Organisational Capabilities ◽  
Top Managers ◽  
Two Factors

This article aims at reviewing academic literature so as to identify internal factors that influence competitiveness in firms operating in the service sector, particularly referred as organizational capabilities and managerial skills. Based on a traditional approach of an exhaustive and critical literature review targeting academic sources published between 2010-2020, two emerging organisational capabilities are identified: cooperation with customers and innovation of services and organisational processes. Furthermore, two factors referring to managerial skills are characterised in this kind of firms: leadership style and external relationships of top managers. The article emphasises on the importance of identifying these factors as key elements in order to prioritise effors when developing and adopting action plans towards them in service firms. This will lead such firms to boosting competitiveness and perceive themselves in an advantageous position in comparison to their rivals.

The transformational leadership role in achieving organizational resilience through adaptive cultures: the case of Dubai service sector

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rana B.S. Madi Odeh ◽  
Bader Yousef Obeidat ◽  
Mais Osama Jaradat ◽  
Ra'ed Masa'deh ◽  
Muhammad Turki Alshurideh
Keyword(s):  
Transformational Leadership ◽  
Leadership Style ◽  
Service Sector ◽  
Leadership Role ◽  
Mediating Effect ◽  
Organizational Resilience ◽  
Service Firms ◽  
Online Questionnaire ◽  
Content Type ◽  
Adaptive Culture

PurposeThis empirical research draws on the existing theory of transformational leadership, adaptive culture and organizational resilience, and investigates the effect of the elected TQM leadership style “transformational leadership” through the mediating effect of adaptive culture on organizational resilience, that is the key of survival during crises like the recent COVID-19 pandemic, which has severely impacted the business globally.Design/methodology/approachThis study exploited a cross-sectional online questionnaire of a random sample of Dubai service firms, with the unit of analysis being at the firm level. In total, 379 usable responses were received. Regression analysis was conducted to test hypotheses.FindingsThe overall findings of this study supported that transformational leadership is positively associated with both adaptive culture and firm's resilience and significantly impacts them. Adaptive culture was found partially mediating the effect of transformational leadership on organizational resilience.Practical implicationsThe research findings provide important insights to practitioners (managers and leaders) to better improve their transformational qualities, as these qualities are expected to improve the organizational adaptive cultures and capacity of resilience.Originality/valueTo the best of the authors' knowledge, this is one of the first studies to examine the transformational leadership effect on organizational adaptive culture and firm's resilience. This investigation expands the boundaries of leadership style theory into new arenas, attempting to partially address the identified knowledge gap in this vein.

Co-creating value in post-communists contexts: capability perspective

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Maciej Mitrega ◽  
Vojtech Spacil ◽  
Gregor Pfajfar
Keyword(s):  
Customer Service ◽  
Service Sector ◽  
Service Industry ◽  
Point Of View ◽  
Organizational Capabilities ◽  
Institutional Setting ◽  
Service Firms ◽  
Open Market ◽  
Specific Context ◽  
Content Type

Purpose The purpose of this paper is to test what kind of value co-creation-related organizational capabilities may be applied in the specific context of the post-communist business-to-customer service industry in Poland and how these capabilities translate into service innovation success. Design/methodology/approach The research model with control variables was hypothesized in regard to the customer co-creation and specific institutional setting in post-communist Poland. The model was tested using survey data from Polish companies in the service sector. The variable indicators for customer co-creation capability were developed through a series of in-depth interviews with managers. Findings First, a service company’s organizational processes that leverage customer communication and enable this communication to be transformed as input into service innovations are distinct components that build complex customer co-creation dynamic capability. Second, customer co-creation capability by service firms positively and strongly influences firms’ innovation success, whereas this link is stronger in the cases of larger service companies. Originality/value This paper introduces the concept of “customer co-creation capability” and evaluates its implications in the specific context of Poland, a Central European market that transformed from a closed communist economy to an open, market-driven economy. A rich but dramatically changing history and culture present a unique opportunity to observe the changes in customer behavior, evaluated from the organizational point of view. For example, it presents how these unique customer features may be used by services companies to leverage their innovations.

Hiring decisions on certified manpower

2018 ◽  
Vol 15 (4) ◽  
pp. 514-535
Author(s):  
Huei-Wen Pao ◽  
Cheng-Yu Lee ◽  
Pi-Hui Chung ◽  
Hsueh-Liang Wu
Keyword(s):  
Service Sector ◽  
Resource Dependence ◽  
Management Practice ◽  
Resource Dependence Theory ◽  
Resource Scarcity ◽  
Institutional Innovation ◽  
Social Contagion ◽  
Service Firms ◽  
Hiring Decisions ◽  
Content Type

Purpose The industry-wide adoption of a novel practice is often considered to be an institutional change. Although research on institutionalization has been accumulating, how and why embedded actors in the field become motivated to embrace change that remains sidelined. Viewing the introduction of a new human resource management practice, the recruitment of non-compulsory certified manpower, which is still in its infancy in the service sector of Taiwan, as a new institution, the purpose of this paper is to identify the distinct motives behind firms’ hiring decisions, and examine the extent to which such hiring decisions are contingent on institutional conditions and firm attributes. Design/methodology/approach The data used to test the hypotheses were drawn from a survey on service firms in Taiwan in the second half of 2011. Hypotheses were examined through moderated hierarchical regression analyses in a sample of 254 Taiwanese service firms across major sectors. Findings Integrating the resource dependency and social contagion views, the study contends that resource scarcity drives, or legitimacy enables, service firms to deviate from traditional hiring patterns and instead adopt new preferences toward certified manpower. The study not only shows that social factors should be incorporated into the diffusion of a new HR recruitment practice in the service sector, which is traditionally based upon economic considerations, but also sheds light on the context-dependent nature of the process of institutional innovation. Originality/value This study is an attempt not only to test a dual-theoretical model on the extent to which a service firm’s new hiring pattern is influenced by two distinct types of motivation, but also to evidence how an institutional innovation, in terms of the regime of service manpower certification, takes root and spreads in the field. The managerially discretional account of the resource dependence theory needs to be reconciled with social contagion theory, which highlights the influence of collective actions and so provides a better understanding of the diffusion of new HR recruitment practices in the service industry.

scholarly journals The Effect of Leaders’ Adoption of Task-Oriented or Relationship-Oriented Leadership Style on Leader-Member Exchange (LMX), In the Organizations That Are Active In Service Sector: A Research on Tourism Agencies

2018 ◽  
Vol 7 (1) ◽  
pp. 50 ◽  
Author(s):  
Nilufer Ruzgar
Keyword(s):  
Human Resources ◽  
Leadership Style ◽  
Service Sector ◽  
Considerable Effect ◽  
Survey Method ◽  
Leader Member Exchange ◽  
Face To Face ◽  
Member Exchange ◽  
Group Members ◽  
Task Oriented

It is essential in all organizations to provide integration of human resources and the organization, in terms of organizational effectiveness. In organizations that are active in service sector, this integration is especially important because of the fact that the employees are in face-to-face relationship with the customers. In this sense, the extent of responsibility on managers/leaders, is really important. Managers/leaders in organizations can adopt a leadership style and behave as “Task (Work) Oriented” or “Employee (Relationship) Oriented”. The style that is adopted by the leader, has a considerable effect on their relationship with employees.Leader-member Exchange Theory (LMX) is the leading theory that scrutinizes endogeneity and exogeneity. LMX, codes human resources as inner-group and outer-group in the context of leader-member exchange. The leadership styles that are adopted by the managers, have great impact on the exchange among leaders and subordinates. Thus, the subordinates perceive their situation either inner-group members or outer-group members.The purpose of this study, is to find out the effect of the leadership style that is adopted by the managers on Leader-Member Exchange (LMX). In this context, a survey method is applied to the tourism agencies that are active in Yalova, Turkey. The survey consists Fiedler’s LPC (least preferred co-worker) measure, Leader-member Exchange measure and demographical questions. According to the results, there is no statistically significant effect of Task Oriented leadership style on Self Oriented dimension of LMX. On the other hand, it has been found that there is statistically significant effect of Relationship Oriented Leadership Style on Self Oriented dimension of LMX.

scholarly journals Leadership Should or Should Not Delegate Communication? (A Systematic Literature review: The Art of Delegation)

2021 ◽  
Vol 15 (2) ◽  
pp. 67-78
Author(s):  
Gibriel Badjie
Keyword(s):  
Literature Review ◽  
Leadership Style ◽  
Systematic Literature Review ◽  
Relevant Research ◽  
Topic Area ◽  
Policy Information ◽  
Research Questions

Communication and delegation are two important and parts of the leadership function. However, it is still a matter of debate whether leaders can delegate responsibility for communication, especially policy information, to those under their authority. Various opinions state that there is no prohibition for leaders to delegate their responsibilities because this is the leader's prerogative. This study aims to identify whether leadership should or should not delegate communication. The method used in this study was Systematic Literature Review (SLR). The SLR method is used to identify, review, evaluate, and interpret all available research by topic area phenomenon of interest, with specific relevant research questions. The results showed that leaders can delegate communication but it is highly dependent on the type, style, and approach of leadership on the table at that time. Such a leadership style or approach will automatically influence the style and approach of communication and delegation.

scholarly journals Descriptive Dimensions of Brand Equity in Service Sector of Pakistan: A Literature Review

2020 ◽  
Vol 13 (4) ◽  
pp. 147-177
Author(s):  
Masood Hassan ◽  
Muhammad Adnan Bashir ◽  
Muhammad Azeem Qureshi
Keyword(s):  
Literature Review ◽  
Brand Equity ◽  
Service Sector ◽  
Service Industry ◽  
Consumer Preference ◽  
Brand Value ◽  
Brand Trust ◽  
Service Companies ◽  
Brand Association ◽  
Brand Credibility

In the industry of goods, the product is the primary brand. However, with services, the company is the primary brand. Branding is not for visible goods but also a significant factor of performance for services. The ability to educate consumers of their expertise and credence values before the order has contributed to the general awareness of the value of products in the service industry in relation to consumer preference. If the brand is an essential consideration in any campaign initiative, it is crucial to consider the meaning of its equity. Brand value is the confidence gained in a brand regardless of customer experience. Because of the strategic advantages of established and established products, brand value is significant. Brand equity can make a significant contribution to the visualization of intangible goods for service companies. Given that there is no research available, this study seeks to suggest descriptive brand equity dimensions in Pakistan's service markets. The history is regarded as Brand Loyalty, Brand Awareness, Brand Association, Brand Perceived Quality, Brand Image, Brand Trust, Brand Credibility as antecedents of brand equity in services markets. This research is focused on the literature review and specifics are discussed. A systemic literature review approach for extracting the existing literature of desire has been used.

scholarly journals Kepemimpinan Pendidikan Islam dalam Pemikiran Al-Ghazali

2020 ◽  
Vol 4 (2) ◽  
pp. 196-209
Author(s):  
Moh Takwil
Keyword(s):  
Content Analysis ◽  
Literature Review ◽  
Role Model ◽  
Islamic Education ◽  
Primary Sources ◽  
Educational Goals ◽  
Research Results ◽  
Managerial Skills ◽  
The World

Whether or not Islamic education is highly dependent on the quality of leadership that is in it, an Islamic education leader must be able to direct his lead to achieve educational goals. In this journal discusses Al-Ghazali's thoughts about ideal leadership in Islamic education. This study uses literature review through primary sources from Al-Ghazali's thought books and secondary from various sources, then analyzed and criticized using content analysis. The research results obtained are that in substance the leadership must always aim to achieve the pleasure of Allah Almighty. Al-Ghazali always puts on all activities aimed at achieving the pleasure of Allah Almighty. There are four basic components of personal leaders in the world of Islamic education. First he must have managerial skills that are able to make planning, organizing, implementing and evaluating. Second, he must have a trustful and responsible nature. Third, he must be a role model, which is a good example so that his leadership feels comfortable carrying out his orders. The fourth is always in running the leadership bound by syara law.

scholarly journals Gaya Kepemimpinan Transformasional

2019 ◽  
Author(s):  
Refty Putri Ar ◽  
hanif al kadri
Keyword(s):  
Transformational Leadership ◽  
Literature Review ◽  
Leadership Style ◽  
Systematic Literature Review ◽  
Organization Structure ◽  
Organization Culture ◽  
Intellectual Stimulation ◽  
Idealized Influence ◽  
Inspirational Motivation ◽  
Transformational Leadership Style

The article aims to describe about transformational leadership style. The methodology used to arrange this article is Systematic Literature Review (SLR). Researcher find theories and make a conlclusion about the meaning of transformational leadership. Transformational leadership is how to influence subordinate to be properly motivated. On transformational leadership, there are some characteristic; idealized influence, inspirational motivation, intellectual stimulation and individualized consideration. Transformational leadership style impact on organization structure, process of management and organization culture.

Sign in / Sign up

Export Citation Format

Share Document