Public sector organizations are in need of new approaches to development and innovation. There is a need to develop a capability to better understand priorities, needs and wishes of public sector service users and become more proactive, in order to meet the demands on keeping costs down and quality high. Design is increasingly put forward as a potential answer to this need and there are many initiatives taken across the world to encourage the use of a design approach to development and innovation within public sector. In relation to this trend there is a need to improve the understanding of how public sector organizations develop ability to exploit design; how they develop design capability. This is the focus of this thesis, which through an exploratory study has observed the two initiatives aiming to introduce design and develop design capability within healthcare and social service organizations. One main contribution of this work is an understanding of the design capability concept based on a structured review of the use of the design capability concept in the literature. The concept has previously been used in relation to different aspects of designs in organizations. Another important contribution is the development of an understanding for how design capability is developed based on interpretations founded in the organizational learning perspective of absorptive capacity. The study has identified how different antecedents to development of design capability have influenced this development in the two cases. The findings have identified aspects that both support and impede the development of design capability which are important to acknowledge and address when aiming to develop design capability within a public sector organization. In both cases, the set up of the knowledge transferring efforts focus mainly on developing awareness of design. Similar patterns are seen in other prior and parallel initiatives. The findings however suggest that it is also important to ensure that the organization have access to design competence and that structures like routines, processes and culture support and enable the use of design practice, in order to make design a natural part of the continuous development work.

A capacidade de absorção está relacionada com a maneira pela qual uma organização desenvolve processos estratégicos e rotinas de internalizar e aplicar o conhecimento externo. Esse processo organizacional é descrito por quatro dimensões: aquisição, assimilação, transformação e aplicação. Estudos recentes colocam que o ambiente influencia o modo como às empresas se organizam, expandem e transferem conhecimento. Este estudo pretende avançar nessa linha de pesquisa; em específico desenvolve uma análise comparativa sobre a capacidade de absorção em redes de franquias brasileiras e estrangeiras que operam no Brasil. A pergunta principal da pesquisa busca compreender se as redes de franquias brasileiras e estrangeiras desenvolvem a capacidade de absorção de maneira diferente. Para resolver essa questão foi desenvolvida uma metodologia com abordagens qualitativas e quantitativas, tendo uma amostra de 103 empresas. Os resultados mostram aspectos importantes do processo de transferência de conhecimento e do desenvolvimento da capacidade de absorção das empresas analisadas. De forma geral, as unidades franqueadas em redes brasileiras apresentaram níveis menores nas variáveis relativas à aquisição e aplicação do conhecimento. Assim, esta pesquisa pretende contribuir para a literatura existente sobre o processo de gestão estratégica e do conhecimento, centrando-se sobre o desenvolvimento da capacidade de absorção em redes de franchising, especificamente em uma economia emergente como o Brasil. / Absorptive capacity is related to the way in which an organization develops strategic processes and routines to internalize and apply external knowledge. This organizational process is described by four dimensions: acquisition, assimilation, transformation and application. Since recent studies state that the institutional environment influences the way firms organize, expand and transfer knowledge. This thesis seeks to advance in that research path developing an analysis on the absorptive capacity in networks of Brazilian and foreign franchises operating in Brazil. The main research question seeks to understand: do Brazilian and foreign franchise networks develop absorptive capacity differently? To address this issue we developed a methodology with qualitative and quantitative approaches in a sample of 103 companies. The results show important aspects of the knowledge transfer process, and the development of absorptive capacity by the companies analyzed. Overall, the franchisees in Brazilian networks showed lower levels in the variables concerning the acquisition and application of knowledge. Thus, this research aims to contribute to the existing literature on the strategic and knowledge management process, focusing on the development of absorptive capacity in franchising networks, specifically for an emerging economy like Brazil.

Obtaining customer knowledge represents a key task across all firms given its importance for potential competitive advantage, improving service quality and achieving long-term relationships with agents. However, despite the fact that the interaction between customers and frontline employees during service encounters is considered a valuable source of customer knowledge, our understanding of the role of frontline employees as brokers in this respect remains embryonic. The purpose and motivation of this research are to explore the factors-namely, enablers and barriers-that influence frontline employees' motivation to serve as knowledge brokers. The process through which knowledge brokers transfer customer knowledge during service encounters is also considered important. This study further contributes to the theory of knowledge management by formulating a valid conceptual framework that illustrates the process of knowledge-brokering during these service encounters. This thesis adopted a qualitative research approach using an in-depth multiple case study analysis. In total, 30 semi-structured interviews with different informants (i.e. managers and employees) from three top commercial banks in Jordan were undertaken. In addition, other data sources, including documents and observations, were also informed the primary data collection. Contextually, Jordan's service-oriented economy combined with its developing nature provided a rich research environment for exploring these issues. The study reveals that frontline employees engage in knowledge-brokering during service encounters transfer through three types of customer knowledge, namely, knowledge about customers, knowledge for customers, and knowledge from customers. Furthermore, the main findings demonstrate four critical sets of factors facilitating or impeding knowledge-brokering during these events, i.e.; organisational-level factors (e.g. organisational culture, organisational structure, and organisational support), individual-level factors (e.g. job experience, prior customer knowledge, ability to understand customer knowledge, self-efficacy, and workload), technological-level factors (e.g. bank information system and a lack of a customer-relationship management system) and knowledge-level factors (e.g. tacit or explicit). It was also found that the process of knowledge-brokering during service encounters is accomplished in two ways: knowledge-brokering for the customer and knowledge-brokering for the organisation. This study also reports a set of managerial implications that provide a better understanding of the influential factors inherent in establishing and seeking to succeed in knowledge-brokering during the course of frontline bank employees' interactions during service encounters. Keywords: knowledge-brokering, frontline employees, customer knowledge, service encounters.

The capability of the organisation in capturing customer value of experience (VoE) has led to continuous social interaction and spawned innovative ways to collaborate and co-create with the customers. This notion of reciprocal engagement is referred to as social co-creation. The co-creation paradigm represents value and is referred to as a function of experience other than the product itself. However, there is a critically needs for the organisation to formulate a 'value capture strategy' through the lens of social co-creation. It is evident that the fundamental question of the causal relationship between social media and co-creation has not been fully explained. The research developed a value capture framework in order to have a clear need to understand the various perceptions of four important conditions, social co-creation, customer engagement, engagement platform and organisation capability on value capture. The theoretical aspect of 'Absorptive Capacity Theory (ACT)' is used to demonstrate the organisational capability in order to recognise, identify, assimilate and implement the VoE in the organisation as part of competitive advantage along with existing of social technologies. In this respect, an original conceptual framework was formulated based on evidence within the current literature where a series of constructs are reported to guide the empirical fieldwork in identifying a 'value capture strategy'. The research adopted a qualitative methodology for the data collection approach which consequently enabled an exploratory and interpretive investigation. This included three pilot studies, twentyeight semi-structured interviews and one validation phase with experienced senior managers involved in co-creation within the technology and services industry who were regarded as valid respondents. The findings addressed external and internal conditions of value capture framework for VoE as a result of the analysis. The external condition focuses on organisation capability in recognising a customer active participation with the engagement platform. The internal condition enables an organisational strategy to assimilate and implement the VoE through co-creation initiatives in capturing the VoE. The research considers the organisation role as an actioner purposes on using a social co-creation for direct communication as part of the organisations practice. 9 The study not only contributes to the knowledge of social co-creation generally, but also extending the needs for the organisation on considering the internal condition for the organisation to identifies the VoE from customer participation. With that regards, the social co-creation engagement works as the interface before extending on cocreation stages which more direct, in-depth conversations with customers internally. The evidence is presented which confirms that a value capture strategy in cocreation is important for organisations stability and enhanced service delivery. By formulating a value capture framework, it creates a much deeper understanding of how each element were related and correlated to reach potential end result for the organisation. The implications of the study are that organisations should carefully consider the role of social media on engaging with the customers and propose to develop an online engagement network with their customers in order to have more direct and effective communication tools. This would allow them to have the right strategy on selecting the right customer to engage, for the right purposes at the right time is far more important from creating a massive communication.

Abstract Innovational behavior is one of the main sources of an organization¡¦s competitive advantage which is verified by many scholars. Peter Drucker¡]1985¡^said that two of the most important issues in knowledge age are knowledge management and innovation. Therefore, organizations have the chance to develop the ability of innovation when they are able to control knowledge. Only with the innovation of product and management skills, hi-tech companies could catch up the changing environment. This study focuses on the relationship between innovative behavior, leadership, absorptive capacity, and psychological contract between units. In the meantime, leadership style contains transactional leadership and transformational leadership; absorptive capacity contains the ability of acquisition, assimilation and exploitation; psychological contract contains transactional, relational and balanced relationship. The result of the research indicates that: 1. The differences of employees¡¦ gender, marriage and the function of occupation have significant difference on innovative behavior 2. In addition to difference analysis, relationship between transactional leadership, transformational leadership, acquisition ability, assimilation ability, exploitation ability and balanced relationship of psychological contract have significant influence on innovative behavior.

This study presents a conceptual model, based on absorptive capacity and affordance theory, for investigating the e-Top facilitation and knowledge representation required by the e-Top platform and the impact of such functions in enhancing knowledge assimilation and then knowledge exploitation. A scale that measures above constructs is developed and validated. Survey data from e-Top platform members is tested. The partial least squares (PLS) method is empirically used to test the conceptual model and hypotheses using the collected survey data. The empirical results support the proposed model. The analysis provides evidence that the e-Top facilitation and knowledge representation positively effect on knowledge assimilation; the knowledge assimilation has a positive effect on knowledge exploitation. This study provides initial insights into factors that are likely to be significant antecedents of knowledge exploitation for the e-Top platform. Besides, the consultant support positively amplified the effect of e-Top facilitation on knowledge assimilation. The findings are particularly valuable to the e-Top platform development team and administrators. The e-Top platform development team can develop the e-Top platform in accordance with these findings to ensure better knowledge assimilation and exploitation through the exploitation of e-Top platform. Thereby, with this platform the effectiveness of industry-university collaboration will be enhanced.

Thesis (doctor of public administration)--University of the Philippines). / Includes bibliographical references (p. 284-286).

This dissertation examines the development and renewal of capabilities through acquisitions by drawing from absorptive capacity literature (Cohen and Levinthal, 1990; Zahra and George, 2002). This dissertation examines four interrelated questions concerning (1) the impact of acquisition experience on a firm’s absorptive capacity, (2) the role of absorptive capacity in the renewal of capabilities through acquisition, (3) the impact of capabilities renewal through acquisition on a firm’s choice of future growth mode, and (4) the impact of capabilities renewal through acquisition on post-acquisition performance. These questions are examined using FDIC data and surveys administered to top managers of banks that conducted acquisitions between October 2004 and October 2006. Results of this study suggest that a firm’s past experience with internal development and acquisition impacts the development of its absorptive capacity. Furthermore, results suggest that absorptive capacity has multiple dimensions and that the respective absorptive capacity dimensions have unique independent and joint effects on a firm’s ability to renew its capabilities through acquisition. Results also suggest that the impact of the change in capabilities on the firm’s choice of future growth mechanism largely depends on the nature of capability that changed through acquisition. When firms experience an improvement or decline in important revenue-generating capabilities that are fundamental to firm performance, the firm is more likely to pursue future acquisition to either compensate for its inability to grow by its own internal means or to exploit its improved capability in a new setting. However, when management capabilities or operational capabilities experience an improvement or a decline, the firms is less likely to pursue future acquisition in order to avoid taxing the already strained capability or to take time to fully internalize the improved capability. Results also suggest that the change in capabilities through acquisition is positively associated with a change in post-acquisition performance.

The topic of regional innovation systems is one that has been covered extensively in prior research. It has influenced regional policy by providing context of how regional actors and firms interact and how they are affected by institutional guidance and formal structuring tools. An aspect that has not been covered to a sufficient extent is the prospect of self-sustaining or spontaneous collaborative efforts. This is an interesting area to consider because it questions the idea that regional innovation systems need institutional support to survive. Instead, it suggests that firms can collaborate simply through a mutual understanding of their situation and how an integration of their competences can prove beneficial to their system. The bottom line for well-functioning regional innovation systems are its ability to facilitate knowledge transfer for its actors. This raises the question of how firms’ knowledge transfer processes, its absorptive capacity is affected by regional innovation systems. The purpose of this study is to create a conceptual framework exploring how and why regional innovation systems facilitates firms’ absorptive capacity, as well as how they are affected by being either institutional or entrepreneurial. This has been done through an inductive multiple case study where 18 different cases of regional innovation systems were surveyed. The study resulted in a process model of how regional innovation systems evolve, its facilitating effect on firms’ absorptive capacity, and how entrepreneurial or institutional setups influence this evolution. Our findings suggest that regardless of being institutional or entrepreneurial, regional innovation systems follow a similar evolutionary process to facilitate firms’ absorptive capacity. It is rather suggested that each system has individually negative and positive effects on the process. Firms’ absorptive capacity is facilitated by regional innovation systems as they provide firms with an environment driving similar knowledge and problem sets, being a source of complementary knowledge and social integration mechanisms. The process model provides implications for regional policy makers to facilitate optimal conditions for actors in their regions, as well as for firms active in regional innovation systems.

This study investigates whether balanced forms of organizational cultures moderate the effects of potential and realized absorptive capacities (ACs) to simultaneously generate exploratory and exploitative innovations. Using empirical survey data collected from 138 small to medium-sized enterprises (SMEs), we applied partial least squares (PLS) structural equation modeling (SEM) combined with mediation and moderation analyses to test our hypotheses. Our results show that the effects of potential AC on organizations' exploratory and exploitative innovations are fully mediated by the organizations' realized AC. The positive effects of realized AC on innovation are contingent on the overall cultural balance of the organization, which, however, does not affect the strong link between potential AC and realized AC. We thus provide novel empirical insights into the multi-dimensional nature of AC and the importance of cultural equilibrium for both exploratory and exploitative innovation, which is of particular importance for ambidextrous SMEs facing dynamic markets.