Stakeholder theory has transcended academia and is infiltrating boardrooms all over the world. However, the literature is divided and lacks a coherent narrative of stakeholder value creation. The purpose of this exploratory study is to investigate the merits of stakeholder management by examining the arguments used by stakeholder researchers. Using argument analysis an overview of the field is created which describes the preconditions, mechanisms and moderators of value creation facilitated by stakeholder management.

Nesta pesquisa é estudada a atuação de um importante agente no funcionamento na cadeia produtiva do setor da construção civil, quais sejam as Empresas executoras de serviços de obras (EES), geralmente denominadas subempreiteiras (SE) ou empresas especializadas na execução de obras (EEE). Apesar de existirem várias pesquisas relacionadas com o estudo das suas características, existe pouca informação sobre como as EES estão organizadas. Nesse sentido, um marco analítico foi desenvolvido, analisando às EES segundo as capacidades possuídas para entregar seus resultados nas condições de competição encontradas. Para tanto, as causas que, por um lado, provocam o encerramento das atividades ou, por outro, a sua liderança no mercado foram estudadas sob a ótica de várias linhas do marketing relacionadas com a chamada lógica de serviço e com as correntes de vantagem competitiva sustentável (VCS). Tal marco empregou a noção de valor entregue no serviço prestado pelas EES a partir das suas fontes de VCS. Tais fontes foram discutidas em função dos ativos que as EES possuem. Tais ativos são compostos dos recursos tangíveis (como produtos, ferramentas, materiais, etc.) e intangíveis (como sistemas de gestão gerenciais e operacionais), que lhes permitem desenvolver uma estratégia de criação de valor de forma sustentável, também chamados de ativos estratégicos. Para seu desenvolvimento foi utilizado o método teoria fundamentada nos dados, entrevistando-se 6 representantes dos contratantes das EES, um consultor especialista em gestão empresarial, e 24 EES de 11 diferentes especialidades técnicas. As entrevistas ocorreram conjuntamente com a revisão bibliográfica e a análise dos resultados. A utilização do marco permitiu distinguir as EEE, um subconjunto das EES, em função das suas competências e acesso a recursos para produzir os seus serviços. Finalmente, espera-se que a abordagem desenvolvida nesta pesquisa seja utilizada para melhor entender as capacidades que as EES possuem para competir, servindo de base para futuras pesquisas sobre como melhorar as capacidades e condições de competição destas empresas. / This research studied the performance of an important agent in the construction industry, which are the trade executors (EES), usually called subcontractors (SE) and specialty contractors (EEE). Although there are several studies related to the study of their characteristics, little information exists about how EES are organized. In this sense, an analytical framework was developed to analyze the possessed ESS capabilities to deliver their results within the competition bounds. For this, the root causes of the closure activities and market leadership have been studied from the perspective of several lines of marketing related to call service logic and to sustainable competitive advantage (VCS). This framework used the concept of service value delivered by EES from their sources of VCS. These sources are discussed in terms of assets that have EES. Such assets consist of tangible assets (such as products, tools, materials, etc.) and intangible (such as management systems and operational systems) that allow them to develop a strategy to create sustainable value, also called strategic assets. The research method was \'grounded theory\', interviewing 6 representatives of their contractors, an expert consultant on business management, and 24 ESS of 11 different technical specialties. The interviews took place in conjunction with the literature review and analysis of results. The use of this method allowed us to distinguish the EEE, a subset of EES, depending on their possession of skills and access to resources to produce their service. Finally, it is expected that the approach developed in this research is used to better understand the capabilities that EES have within their competition, providing the basis for future research on how to improve the capacity and the competition of these firms.

Made available in DSpace on 2016-04-25T16:44:17Z (GMT). No. of bitstreams: 1 Rodolfo Ribeiro.pdf: 827224 bytes, checksum: 6f7e9a2aa010c80a1c0fe5137169a8c1 (MD5) Previous issue date: 2010-11-03 / This dissertation aims to assess the evolution of Brazilian telecommunications market s main indexes after its privatization and to verify the resources responsible for superior performance of some competitors, between the years of 1999 and 2008. Built on Resource Based View (RBV), this research used Data Envelopment Analysis (DEA) to rank organizational performance, in a model which output was Return on Assets (ROA). With organizational efficiency scores generated by DEA model, a regression was applied to investigate which resources are relevant for company performance. Organizational attributes like market share (telephone lines and revenue generator units), product portfolio and capital origin were significant to determine organizational performance. This results suggests that network effects and a strategy based on a convergent portfolio diversification are significant factors for company performance. One of the intangible factors assessed, registered trademarks, didn t have significance on performance. Companies controlled by national groups presented better results, suggesting that part of performance achieved could be associated with previous knowledge about the country of operation / Esta dissertação teve como objetivos avaliar a evolução dos principais índices do setor brasileiro de telecomunicações após a privatização e verificar os recursos responsáveis pela superioridade de desempenho de alguns competidores, no período compreendido entre 1999 e 2008. Fundamentada na Visão Baseada em Recursos (RBV), esta pesquisa utilizou uma análise envoltória de dados (DEA) para apurar o desempenho das empresas, cujo output escolhido foi o retorno sobre ativos (ROA). Com os índices de desempenho gerados no modelo DEA, foi realizada uma regressão para apurar quais recursos organizacionais possuem relevância no desempenho das empresas. Atributos organizacionais como a participação de mercado em acessos telefônicos, participação de mercado em unidades geradoras de receita (UGRs), portfólio de produtos e origem do capital apresentaram-se relevantes na determinação do desempenho organizacional. Esses resultados sugerem que efeitos de rede e uma estratégia fundamentada na diversificação de um portfólio convergente são fatores que influenciam o desempenho organizacional. Um dos fatores intangíveis, o lançamento de marcas de produtos e serviços, não se mostrou relevante para a determinação do desempenho. Empresas administradas por grupos nacionais apresentaram melhor desempenho, sugerindo que parte do desempenho pode ser atribuída ao prévio conhecimento do país de atuação da empresa

The Malaysian property development industry contends with economic challenges arising from increased competition and property glut in the market. The situation is further worsen by the onslaught of world disasters for example tsunamis, earthquakes, bird flu pandemic and terrorist attacks, thus weakening the spending power of property buyers and investors. This exploratory research therefore investigated the importance of Emotional Intelligence (EQ) in enhancing customer service for sustainable competitive advantage. Guided by an analytical framework, it reviewed the key issues in the context of customer service within the Malaysian property development industry, the existing challenges faced by Malaysian property development companies, emotional intelligence (EQ) and training and development.The identified research gaps permitted the crafting of three Research Propositions. The combined outputs from the literature review, analysis of the research data and conclusions provided useful insights on the research problem. The case study methodology, supplemented by two other categories of exploratory research, namely experience surveys and one-on-one interviews, were the research techniques used to test the research propositions.The participants involved in the experience survey and one-on-one interviews included Heads of Department from the case-study company, Frontline employees, existing clients and vendors supplying goods and services to the case-study company. The procedure of data analysis consisted of examining, categorising, tabulating and recombining the evidence to address the research problem and the related research questions.The testing, by this research, yielded useful insights on the research problem.First, in order for Malaysian property developers to gain a sustainable competitive advantage, there is a need for fresh emphasis and commitment towards customer service, placing special focus on the development of employees in the area of emotional intelligence (EQ) through the reinforcement of emotional competencies. Despite efforts to enhance customer service through training programmes, the lack of effectiveness needs to be addressed and new measures should be undertaken.Second, the need for Malaysian property development companies to understand the importance of building a service culture and to begin by formulating and implementing a service strategy and it is here that leadership plays a critical role in ensuring the success of every customer service programme throughout the entire organisation. This suggests that new approaches to creating a service culture are necessary, benchmarking with best practices of service leaders around the world, even from different industries. Third, the need for the customer service training model to be reviewed and revamped. It calls for new emphasis on the development of emotional intelligence (EQ) competencies, to ensure training effectiveness and the achievement of customer service excellence through human capital.Finally, the research findings permitted the construct of a policy framework for securing sustainable competitive advantage. The research yielded useful insights for theory and model building. In respect of enhancing customer service to achieve sustainable competitive advantage in the Malaysian property development market, the research findings suggested a Service Culture Development Model that will ensure that customer service excellence can be maintained and delivered consistently, leading to a sustainable competitive advantage in the marketplace. In respect of enhancing customer service through the development of EQ competencies in every employee and throughout the organisation, the research findings suggested a new Customer Service Training Model, where EQ competencies development programme becomes the pre-requisite foundational programme for all employees, prior to the training of customer service skill-sets. In order to create a service culture throughout the entire organisation, a customer service-oriented organisation will ensure that all employees, including top management personnel, participate in the EQ development programme.Follow-up research to test a model, based on this framework should further contribute to new theory development in emotional intelligence impacting customer service in the Malaysian property development industry.

Over the last two decades, the use of professional designations as selection criteria has increased. In order to develop selection criteria, recruiters assess candidates from both job and organizational perspectives (Kristof-Brown 2000). No research exists that examines the degree to which organizational objectives, rooted in considerations that are not job-specific, may be affecting the increase in demand for these designations. This research attempts to close that gap by exploring the relationships among organizational objectives, the design of selection criteria, and the use of voluntary professional designations. The study explores the degree to which organizations use voluntary professional designations to assess person-organization (P-O) fit in environments emphasizing two objectives related to superior firm performance: the acquisition of competencies related to sustainable competitive advantages (SCAs) (Barney 1991; Porter 1985), and the development of characteristics associated with a high performance workplace culture (Huselid and Becker 1997). It also explores the extent to which a needs-supplies selection perspective is related to conceptualizations of P-O fit that are separate from notions of person-job (P-J) fit (Kristof 1996). Data were obtained from a sample of 292 HR professionals, representing a cross section of industries, who completed a Web-based survey. Confirmatory factor analysis revealed the presence of positive and significant relationships between each of three organizational contingencies (i.e., a needs-supplies perspective, a high performance workplace system culture, the desire to acquire competencies perceived to be sustainable competitive advantages) and the construct of P-O fit. Perceptions that the competencies were inimitable had the strongest relationship to P-O fit. As well, a positive and significant relationship was found between the construct of P-O fit and the use of a professional designation. However, study results also indicated that only two dimensions of SCA were positively and significantly related to the use of a professional designation: perceptions that the competencies represented by the designation are rare, and perceptions that they add long-term value.

Over the last two decades, the use of professional designations as selection criteria has increased. In order to develop selection criteria, recruiters assess candidates from both job and organizational perspectives (Kristof-Brown 2000). No research exists that examines the degree to which organizational objectives, rooted in considerations that are not job-specific, may be affecting the increase in demand for these designations. This research attempts to close that gap by exploring the relationships among organizational objectives, the design of selection criteria, and the use of voluntary professional designations. The study explores the degree to which organizations use voluntary professional designations to assess person-organization (P-O) fit in environments emphasizing two objectives related to superior firm performance: the acquisition of competencies related to sustainable competitive advantages (SCAs) (Barney 1991; Porter 1985), and the development of characteristics associated with a high performance workplace culture (Huselid and Becker 1997). It also explores the extent to which a needs-supplies selection perspective is related to conceptualizations of P-O fit that are separate from notions of person-job (P-J) fit (Kristof 1996). Data were obtained from a sample of 292 HR professionals, representing a cross section of industries, who completed a Web-based survey. Confirmatory factor analysis revealed the presence of positive and significant relationships between each of three organizational contingencies (i.e., a needs-supplies perspective, a high performance workplace system culture, the desire to acquire competencies perceived to be sustainable competitive advantages) and the construct of P-O fit. Perceptions that the competencies were inimitable had the strongest relationship to P-O fit. As well, a positive and significant relationship was found between the construct of P-O fit and the use of a professional designation. However, study results also indicated that only two dimensions of SCA were positively and significantly related to the use of a professional designation: perceptions that the competencies represented by the designation are rare, and perceptions that they add long-term value.

The study is a retrospective and summarized the related subjected and jounals of corelations.The accumulated materials and subjects let us understanding the present trend of the bussiness,the strategy,tendency and point of profit that attracts.This study also let us have a view of how International Bussiness Machine(IBM) becomes a leading star in the field of electronic technology bussiness.This study including the analysis of organizatin,porduct,diferent of market,the strategy of market,the service and inventive value.In essentials,the 5 points of successful elements is(1)the high value of bussiness culture,(2)attrative salary and benefits,(3)efficient leadership,(4)invention,(5)decrease the fixed consumtions and costs.The author also want to present the difference between the past and present change in this area of competitions and maturation of the markets.Either the red ocean strategy of market percentage increase or the mainly inventive leading of blue ocean strategy,the leading man should have a view of complete understanding of the changing markets and opportunity at the changing moments.We all know even excellent company will lose to 2nd on time by other competitor.Ultimately,the one who invented the strategy of blue ocean that make up a strong profitable revenue is in commonplace that need our further study.The author of this article want to make dicussions on the competitive invention and new strategy that make the electronic technology a pace ahead the others and make it the out-standing business of the others.

ABSTRACT Purpose The aim of this study is to provide an insight into relationship marketing from a strategic view in Chinese context.Meanwhile, it analyzes how empirical study such as self-financed overseas study consulting agency could use this relationship marketing as a strategic tool to help it to achieve competitive advantage.   Theoretical methodology Theoretical methodology covers theoretical considerations that influence how the study is designed and conducted.   Theoretical framework and literature review This section gives readers a general understanding with related literature. . In order to access this perception, this study employs a related theory as the main conceptual framework for examining theories and major findings. Furthermore, by studying empirical findings, it acts as mirror to reflect prior scholar’s literature in order to have a critical and in-depth research study.   Practical methodology Several practical techniques were chosen for this research, such as qualitative approach, semi-constructed interviews, samplings etc. The purpose of this study is to find out how relationship marketing can bring to a self-financed overseas study consulting agency in China sustainable competitive advantage based on customer satisfaction and customer retention perspective.   Empirical observation and analysis The thesis is based on the case studies within the Chinese market, with two special Agencies: Hubei Education Service Center for Scholary Exchange, Hubei Jinmao Foreign consultants Managerial co., Ltd. The questions are addressed using information obtained in interview with respondents from the agencies and from secondary data. (Documentary secondary data)   Conclusion The author found that by using customer retention to ‘individual clients’ and by using customer satisfaction (eventually by using word of mouth) to individual clients can bring a self-financed overseas study consulting agency in China sustainable competitive advantages based on the commitment and trust mechanism. However, author could not find out the evidence to prove that using relationship marketing tools is the single solution to compete more successfully than without it. It is further argued by author that relationship marketing is just one aspect strengthening the generic strategy in order to gain sustainable competitive advantage.

The Malaysian property development industry contends with economic challenges arising from increased competition and property glut in the market. The situation is further worsen by the onslaught of world disasters for example tsunamis, earthquakes, bird flu pandemic and terrorist attacks, thus weakening the spending power of property buyers and investors. This exploratory research therefore investigated the importance of Emotional Intelligence (EQ) in enhancing customer service for sustainable competitive advantage. Guided by an analytical framework, it reviewed the key issues in the context of customer service within the Malaysian property development industry, the existing challenges faced by Malaysian property development companies, emotional intelligence (EQ) and training and development.The identified research gaps permitted the crafting of three Research Propositions. The combined outputs from the literature review, analysis of the research data and conclusions provided useful insights on the research problem. The case study methodology, supplemented by two other categories of exploratory research, namely experience surveys and one-on-one interviews, were the research techniques used to test the research propositions.The participants involved in the experience survey and one-on-one interviews included Heads of Department from the case-study company, Frontline employees, existing clients and vendors supplying goods and services to the case-study company. The procedure of data analysis consisted of examining, categorising, tabulating and recombining the evidence to address the research problem and the related research questions.The testing, by this research, yielded useful insights on the research problem.First, in order for Malaysian property developers to gain a sustainable competitive advantage, there is a need for fresh emphasis and commitment towards customer service, placing special focus on the development of employees in the area of emotional intelligence (EQ) through the reinforcement of emotional competencies. Despite efforts to enhance customer service through training programmes, the lack of effectiveness needs to be addressed and new measures should be undertaken.Second, the need for Malaysian property development companies to understand the importance of building a service culture and to begin by formulating and implementing a service strategy and it is here that leadership plays a critical role in ensuring the success of every customer service programme throughout the entire organisation. This suggests that new approaches to creating a service culture are necessary, benchmarking with best practices of service leaders around the world, even from different industries. Third, the need for the customer service training model to be reviewed and revamped. It calls for new emphasis on the development of emotional intelligence (EQ) competencies, to ensure training effectiveness and the achievement of customer service excellence through human capital.Finally, the research findings permitted the construct of a policy framework for securing sustainable competitive advantage. The research yielded useful insights for theory and model building. In respect of enhancing customer service to achieve sustainable competitive advantage in the Malaysian property development market, the research findings suggested a Service Culture Development Model that will ensure that customer service excellence can be maintained and delivered consistently, leading to a sustainable competitive advantage in the marketplace. In respect of enhancing customer service through the development of EQ competencies in every employee and throughout the organisation, the research findings suggested a new Customer Service Training Model, where EQ competencies development programme becomes the pre-requisite foundational programme for all employees, prior to the training of customer service skill-sets. In order to create a service culture throughout the entire organisation, a customer service-oriented organisation will ensure that all employees, including top management personnel, participate in the EQ development programme.Follow-up research to test a model, based on this framework should further contribute to new theory development in emotional intelligence impacting customer service in the Malaysian property development industry.

Retail is shifting from physical shopping experience to a more online experience. However, the transition is not happening without pains and both consumers and companies alike face challenges when it comes to utilizing all the benefits that the flexibility brings. One of the biggest issues that the online fashion industry is facing, is product evaluation and the resulting high returns rate. Customers are unable to fully evaluate the products due to, for example, insufficient information, faulty information and the fact that size guides are not reliable, which are incentives for the customers to send the products back. Thus, the aim of this thesis is to investigate and determine what the key challenges that the online fashion companies face related to their most common product evaluation tools and what effects those challenges have on the companies. Further, this thesis evaluates how implementing an augmented reality tool, the Augment app would affect those challenges. Finally, this study investigates how implementing the Augment app would affect the Swedish online fashion retailers’ competitiveness. To answer these questions, a qualitative multi-case study was conducted with three Swedish online fashion retailers. Conducting an embedded multi-case study allowed for meaningful and generalizable findings as it allowed for both within-case analysis as well as cross-case analysis. The results of the study found that companies face challenges in regards to providing quality customer service, ensuring e-satisfaction as well as reducing the high percentage of customer product returns for the Swedish online retailers. Further, the study found that the Augment app could not automatically solve all of the challenges on its own. Rather, the Augment app would act as a complement to the current product evaluation tools and be a most welcome addition. Further, by implementing it, a company could build sustainable competitive advantage.