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Research background: Green logistics has become a focal point of interest for researchers and practitioners across diverse sectors, including operations, logistics, and supply chain management, over the past two decades. As global sustainability pressures intensify, the significance of green logistics continues to rise, driving a surge in empirical studies aimed at uncovering its far-reaching organizational impacts. Purpose of the article: This empirical study seeks to bridge a gap in the literature by consolidating key organizational elements that have not been collectively explored. At the core of this research is an original conceptual framework, meticulously developed and validated through a comprehensive empirical survey. The framework captures nine distinct factors, grouped into three critical dimensions: (a) drivers of green logistics practices, (b) the implementation of green logistics practices, and (c) firm performance as measured by the outcomes of these practices. Notably, four factors -- customer pressure, economic pressure, environmental regulatory pressure, and government support -- act as independent variables, while green logistics practices serve as both an independent and dependent factor. The dependent variables span four key aspects of firm performance: operational performance, financial performance, market performance, and social reputation. More explicitly, the aim of this study is to explore the key drivers and outcomes of green logistics practices, focusing on how factors like regulatory pressures and customer demands influence their adoption, and how these practices impact different measures of firm performance. Methods: The conceptual framework introduced in this study, organized across three dimensions, represents a novel approach that has been scarcely explored in the existing literature. To evaluate this framework, a newly developed, structured questionnaire was distributed to a carefully selected sample of Greek manufacturing companies. Respondents, including supply chain managers, operations managers, and chief executive officers, were chosen for their specialized knowledge and strategic insights. The empirical data were rigorously analysed using Structural Equation Modeling (SEM), a robust and well-established multivariate technique. This study is grounded in primary data, it is explanatory in nature as it examines cause-and-effect relationships, it is deductive as it tests (eight) research hypotheses, and quantitative through its statistical analysis of data gathered via a structured research instrument. Findings & value added: This study contributes significant empirical insights into the implementation and impact of green logistics practices within supply chain management. Unlike previous studies, it consolidates critical organizational elements into a comprehensive framework that reveals the influence of regulatory, economic, and customer pressures on green logistics adoption. The empirical results demonstrate that environmental regulatory pressure is the strongest driver of green logistics, underscoring the importance of regulatory compliance in shaping sustainable practices. This finding is particularly relevant, as stricter environmental regulations are expected in the coming years, making it timely and impactful for both academics and practitioners. The research also highlights the tangible benefits of green logistics practices on operational, financial, and market performance, as well as social reputation. This multi-dimensional approach offers more depth into the current body of research, indicating how green logistics practices can align with broader sustainability goals, while also enhancing business competitiveness. The value added of this study lies in the integration of three sets of factors, proposing a framework that can be used by future empirical research and business executives in the future. Finally, this empirical research offers practical guidance for state policymakers that aim to promote the adoption of green logistics and maximise their positive impact for business and society. Its findings suggest that enhancing the regulatory framework and, at the same time, offering better access to government support can really enhance the adoption of green logistics. [ABSTRACT FROM AUTHOR]

Given the crucial role of ethical leadership in the hospitality industry, this study examines its impact on the organizational outcomes of service delivery, job satisfaction and employee turnover, with an emphasis on the mediating role of emotional exhaustion and trust. Data for this study were collected from 503 hospitality employees in Greece. The results of the study indicate that ethical leadership plays an important role in predicting service delivery, job satisfaction and employee turnover. Emotional exhaustion and trust, mediate the relationship between ethical leadership and (a) job satisfaction and (b) employee turnover. The implications of these findings are mentioned. [ABSTRACT FROM AUTHOR]

Purpose: During the previous two decades, "Green Supply Chain Management" (GSCM) has been gaining the attention of researchers and practitioners from various fields (e.g. operations, logistics and supply chain management). Its significance is constantly growing, and various studies are conducted in order to capture its overall organizational contribution. The present study attempts to bring together various organizational aspects that have never been collectively investigated before in the relevant literature. Under that rationale, a robust conceptual framework is developed and empirically tested. This framework includes 17 factors that are classified in three dimensions: (1) drivers of GSCM practices, (2) GSCM practices and (3) firm performance (GSCM outcomes). Design/methodology/approach: The examination of the proposed conceptual framework was performed using a newly developed structured questionnaire that was distributed to a sample of Greek manufacturing organizations. Supply Chain managers and Chief Executive Officers (CEOs) were used as key respondents, due to their knowledge and experience. After the completion of the three-month research period (last quarter of 2019), 292 useable questionnaires were returned. The empirical data were analyzed using the "Structural Equation Modeling" technique. The study is empirical (based on primary data), explanatory (examines cause and effect relationships), deductive (tests research hypotheses) and quantitative (includes the analysis of quantitative data collected with the use of a structured questionnaire). Findings: Empirical results point out that internal environmental management, green innovative practices and environmental proactivity are GSCM practices with the most significant impact on firm performance. Moreover, the mediating role of GSCM practices in the relationship between GSCM drivers and firm performance is also highlighted. Finally, it was found that GSCM practices can explain 35% of the variance in firm performance and the drivers of GSCM practices can explain 78% of the variance of these practices. Originality/value: The proposed three-dimensional conceptual framework of this empirical study and its underlining rationale has rarely been adopted in the relevant literature. Moreover, the study investigates which GSCM practices have an impact on firm performance, thus offering value to practitioners of the field. Also, it is one of the few similar studies that have been conducted on a European country. [ABSTRACT FROM AUTHOR]

Purpose: Incivility constitutes an increasing trend in different workplaces across the world. However, incivility has largely been overlooked in public organizational settings and mainly in the field of secondary education. The purpose of this paper is to provide a better understanding of the effects of supervisor incivility (SI) on psychological safety and work engagement of teachers of secondary schools, through the schools' level of perceived insider status (PIS). Design/methodology/approach: Data were collected through an online questionnaire that was based on previously validated scales. The final sample included 396 educators who taught different subjects in a Greek region. Findings: Results revealed a negative correlation between head teacher incivility and teacher attitudes (psychological safety/work engagement) through the mediating role of PIS. However, a direct link between SI and psychological safety was also discovered. Originality/value: The contribution of the study is in exploring one part of the dark side of leadership behavior, e.g. SI, at school and leadership behavior's effects on teacher attitudes, which remain largely unexplored due to teacher embarrassment or fear in acknowledging supervisor misbehavior. Further, the study does not only examine direct, but also indirect effects of incivility. Finally, the current study is the first study to investigate the phenomenon of SI in the Greek context, therefore, extending the geographical and cultural data base concerning incivility. [ABSTRACT FROM AUTHOR]

This paper presents the results concerning the evaluation of the processes of an Emergency Department (ED). Based on the analysis of both processes and data flow, a simulation model of patient throughput in the ED has been developed. Simulation results, obtained using the JaamSim software, pointed out the strengths and weaknesses of the departments' operations. Then, several alternative scenarios (hypothetical solutions) were created and tested, while the results were thoroughly analysed. In order to prioritise the several scenarios, two hierarchical processes were used. Firstly, a multicriteria table was developed based on decision makers' personal preference. Total length of stay was acknowledged as the factor with the higher importance. Consequently, the application of an analytical hierarchical process (AHP) managed to verify the primary ranking. A comparison of the proposed ideas was attempted, featuring the implementation of a fast track unit as the best practice. [ABSTRACT FROM AUTHOR]

Purpose: Looking back on the last 12 years, the whole planet went through two major economic crises (2008 and 2019), which both had a profound impact on the survival of businesses. The present study aims to develop and empirically test a conceptual framework that investigates the factors that have an influence on firm survival. More specifically, the study proposes a three-dimensional framework that includes performance drivers (utilizing resource-based view [RBV] factors), performance measures and the measurement of firm survival. Such a multi-dimensional approach has very rarely been explored in the existing literature. Design/methodology/approach: A thorough literature review revealed gaps in the literature and offered the basis for developing the proposed conceptual framework of the study. Its empirical examination (hypothesis testing) was conducted with the use of a newly developed structured questionnaire that was distributed to a group of Greek manufacturing organizations (the final sample consists of 364 manufacturing companies). Empirical data were analyzed using the "structural equation modeling" (SEM) technique (multivariate analysis) and other similar techniques (i.e. exploratory factor analysis and analysis of variance). The study is empirical (based on primary data), explanatory (examines cause and effect relationships), deductive (tests research hypotheses) and quantitative (includes the analysis of quantitative data collected with the use of a structured questionnaire). Findings: On the one hand, empirical results point out that "manufacturing-marketing alignment," "manufacturing capabilities," "structural configuration" and "business performance under crisis" have the most significant impact and on short-term survival (current situation). On the other hand, "competitive advantage" and "business performance under crisis" have the most significant impact on long-term survival (future situation). Focusing on RBV factors, only "structural configuration" and "manufacturing capabilities" directly affect short-term survival, while "manufacturing–marketing alignment" has an indirect effect on the same factor. Then again, all RBV factors indirectly affect long-term survival. Also, it is confirmed that short-term survival strongly affects long-term survival. Originality/value: The present study contributes to the debate concerning the antecedents of firm survival, since current empirical findings are quite inconsistent. Specifically, crucial performance drivers and other measures are incorporated into an original model, which reveals their synergies and their impact on the dynamic dimensions of firm survival. Additionally, it enhances the stream of research that investigates firm survival under crisis since very few similar empirical studies have been conducted. Finally, firm survival is not measured as a static concept but rather as a dynamic one (firm survival – current situation and firm survival – future situation). Overall, the final model can explain 35.2% of the variance in "firm survival – current situation" and 46.3% of the variance in "firm survival – future situation." [ABSTRACT FROM AUTHOR]

Purpose: The purpose of the present empirical study is to examine the factors that have an impact on the turnover intention of European employees, with an emphasis on the mediating role of working conditions. Design/Methodology/Approach: This study follows a quantitative approach. An original conceptual framework (research model) has been developed and empirically tested, using primary data collected from employees in five different European countries. Findings: The study, among others, underlines the huge impact of employee commitment and job satisfaction on increasing the intention of employees to stay in the same company, while it also highlights the mechanism that impacts employee retention. Practical Implications: The study suggests that companies should built supportive working relationships, good organizational climate, and develop supportive HR practices. Retention can be indirectly influenced by focusing on the overall conditions of the workplace (e.g., work environment, supervisor support) and on HR initiatives (e.g., career opportunities). Originality/value: The proposed conceptual framework synthesizes the finding of numerous previous studies, offering a holistic approach that can enhance the understanding about the issue of employee retention. It categorizes the antecedents of retention in three dimensions; tangible, intangible and strategic. Finally, the present study collects empirical data from five European countries, an approach rarely adopted in the existing literature. [ABSTRACT FROM AUTHOR]

Selecting the appropriate plant location is among the most important decisions a company will ever make. The present study examines the criteria affecting investors' decisions concerning the location of their plants. Its main purpose is to incorporate the most significant measures used in the international literature and develop a new decision model (research model). The proposed research model was tested on a sample of Greek manufacturing companies. Empirical data were analysed using the "structural equation modelling" technique. The present study is explanatory (examines cause and effect relationships), deductive (tests research hypotheses), empirical (collects primary data), and quantitative (analyses quantitative data that were collected using a newly-developed structured questionnaire). The results indicate that cost issues (land, production process, raw materials and labour), market characteristics (size and prospects for future growth) and infrastructure are the main factors that affect investors' decisions. Moreover, subsidies and tax incentives offered by the central government seem to affect, to a great extent, entrepreneurs' decisions to invest in the specific region. The present study is conducted in an economy under crisis that has specific structural characteristics and finds great difficulty in attracting and retaining new investments. Its results may be generalised in other developed countries whose economy faces similar challenges. Moreover, the present study used qualitative data in order to enhance its proposed research model. Such an approach has very randomly used in the relevant literature. Finally, it updates the literature on plant location selection, since very few studies have been conducted during the last 5 years. [ABSTRACT FROM AUTHOR]

Purpose Resistance to change (RtC) is widely recognized as the main reason of failure, when it comes to change initiatives. Despite its importance, there is still a rather limited knowledge concerning the factors that trigger this behavior at the workplace. The purpose of this paper is to identify the factors affecting RtC in healthcare organizations (namely, hospitals) and specifically, in emergency departments (EDs).Design/methodology/approach An original conceptual framework (research model) has been developed and empirically tested using primary data collected from EDs of six Greek hospitals. In total, the actual sample incorporates the responses of 158 ED health professionals who completed a structured questionnaire.Findings The findings verified the initial assumption that “disposition towards change (DtC),” “anticipated impact of change (AIC)” and “attitude towards change (AtC)” mediate the impact of various personal and behavioral characteristics on “RtC.” The results suggested that “RtC” is (indirectly) influenced by four main factors (“employee-management relationship,” “personality traits,” “employee participation in the decision-making process” and “job security”).Originality/value This study investigates how several factors affect, both directly or indirectly, employee reactions toward “RtC.” It also examines the mediating effect of three factors (“DtC,” “AtC,” “AIC”) that capture three different dimensions of individual evaluation toward change, something that goes beyond previous work. In addition, the present study examines a wide range of antecedents of RtC, including both personality-related and job-related factors. [ABSTRACT FROM AUTHOR]

Purpose Nowadays, innovation appears as one of the main driving forces of organisational success. Despite the above fact, its impact on the propensity of an organisation to develop and sustain a competitive advantage has not yet received sufficient empirical investigation. The purpose of this paper is to enhance the existing empirical literature by focusing on the antecedents of innovation and its impact on competitive advantage. It proposes a newly developed conceptual framework that adopts a three-step approach, highlighting areas that have rarely been simultaneously examined before.Design/methodology/approach The examination of the proposed conceptual framework was performed with the use of a newly developed structured questionnaire that was distributed to a group of Greek manufacturing companies. The questionnaire has been successfully completed by chief executive officers (CEOs) from 189 different companies. CEOs were used as key respondents due to their knowledge and experience. The reliability and the validity of the questionnaire were thoroughly examined. Empirical data were analysed using the structural equation modelling technique. The study is empirical (based on primary data), explanatory (examines cause and effect relationships), deductive (tests research hypotheses) and quantitative (includes the analysis of quantitative data collected with the use of a structured questionnaire).Findings Results indicate that knowledge management, intellectual capital, organisational capabilities and organisational culture have significant direct and indirect effects on innovation, underlining the importance of their simultaneous enhancement. Finally, the positive effect of innovation on the creation of competitive advantages is empirically validated, bridging the gap in the relevant literature and offering avenues for additional future research.Originality/value The causal relationship between innovation and competitive advantage, despite its significant theoretical support, has not been empirically validated. The present paper aspires to bridge this gap, investigating the impact of innovation on the development of competitive advantages. Moreover, the present study adopts a multidimensional approach that has never been explored in the existing innovation literature, making the examination of the proposed conceptual framework an interesting research topic. [ABSTRACT FROM AUTHOR]

Purpose This paper aims to attempt to bring together various organisational aspects that have never been collectively investigated before in the strategic management literature. Its main objective is to examine the relationship between “strategic orientation” and “firm performance”, in the light of two firm-specific factors (“distinct manufacturing capabilities” and “organisational structure”). The proposed research model of the present study is built upon the resource-based view (RBV) of the firm and the organisational aspect of the VRIO framework (the “O” from the VRIO model).Design/methodology/approach The study proposes a newly developed research model that adopts a four-factor approach, while examining a number of direct and indirect effects. The examination of the proposed research model was made with the use of a newly developed structured questionnaire that was distributed on a sample of Greek manufacturing companies. Research hypotheses were tested using the structural equation modelling technique. The present study is explanatory (examines cause and effect relationships), deductive (tests research hypotheses), empirical (collects primary data) and quantitative (analyses quantitative data that were collected using a structured questionnaire).Findings The empirical results suggest the coexistence of three distinct categories of effects on “firm performance”: strategy or “utility” effects, depending on the content of the implemented strategy; firm-specific effects, depending on the content of the organisational resources and capabilities; and organisational effects, depending on the implemented organisational structure. More specifically, the statistical analysis underlines the significant mediating role of “strategic orientation” and the complementary role of “organisational structure”. Finally, empirical results support the argument that “strategy follows structure”.Research limitations/implications The use of self-reported scales constitutes an inherent methodological limitation. Moreover, the present study lacks a longitudinal approach because it provides a static picture of the subject under consideration. Finally, the sample size of 130 manufacturing companies could raise some concerns. Despite that, previous empirical studies of the same field, published in respectable journals, were also based on similar samples.Practical implications When examining the total (direct and indirect) effects on “firm performance”, it seems that the effect of “organisational structure” is, almost, identical to the effect of “distinct manufacturing capabilities”. This implies that “organisational structure” (an imitable capability) has, almost, the same contribution on “firm performance” as the manufacturing capabilities of the organisation (an inimitable capability). Thus, the practical significance of “organisational structure” is being highlighted.Originality/value There has been little empirical research concerning the bundle of firm-specific factors that enhance the impact of strategy on business performance. Under the context of the resource-based view (RBV) of the firm, the present study examines the impact of “organisational structure” on the “strategy-capabilities-performance” relationship, something that has not been thoroughly investigated in the strategic management literature. Also, the present study proposes an alternate measure for capturing the concept of business strategy, the so-called factor of “strategic orientation”. Finally, the study adopts a “reversed view” in the relationship between structure and strategy. More specifically, it postulates that “strategy follows structure” and not the opposite (“structure follows strategy”). Actually, the empirical data supported that (reversed) view, challenging the traditional approach of Chandler (1962) and calling for additional research on that ongoing dispute. [ABSTRACT FROM AUTHOR]

Purpose Corporate social responsibility (CSR) is a concept with increasing importance for global and local organisations. Despite its importance, there is still lack in the understanding of its complete role, within and outside organisational boundaries. The purpose of this paper is to develop and empirically test a conceptual framework (research model) that examines the antecedents (drivers) and the effects of CSR implementation.Design/methodology/approach The proposed conceptual framework was tested, using a newly developed structured questionnaire, in a sample of 80 large private Greek organisations. Key respondents were the executive managers of these organisations. The reliability and the validity of the questionnaire were thoroughly examined, while research hypotheses were tested using the “Structural Equation Modelling” technique.Findings Research findings suggest that three factors (“CSR awareness”, “relevant cost of CSR”, “appropriateness of CSR strategies”) have a direct effect on CSR implementation, while one factor (“knowledge of CSR”) has an indirect effect, through “CSR awareness”. On the other hand, CSR implementation seems to have a positive effect on “employee commitment”, “customer satisfaction” and “company reputation”. It should be underlined that these results reflect the opinions expressed by the top management of the companies that participated in the study.Originality/value The present study proposes an original, three-dimensional, conceptual framework that examines both the antecedents and the effects of ERP implementation. Such a multidimensional approach has randomly been attempted in the existing literature. Second, the present study examines the subject of CSR in an economy under crisis. This approach is rather unique among previous empirical studies of the same field. Third, the results of the present study may be generalised in other countries with similar economic realities and characteristics (e.g. Cyprus, Spain, Italy, Portugal and Ireland). Finally, the study offers specific managerial implications to business executives. [ABSTRACT FROM AUTHOR]

Purpose – Nowadays, small and medium enterprises (SMEs) are incrementally using e-business tools in order to compete in an extremely hostile market and gain global access. The importance of e-business adoption for the economic success and survival of SMEs creates a very interesting field of research. The purpose of this paper is to develop and empirically test a conceptual framework that investigates the factors affecting the e-business adoption decision in SMEs. Design/methodology/approach – The examination of the proposed conceptual framework was made with the use of a newly developed structured questionnaire that was distributed to a group of Greek SMEs. The questionnaire was distributed to 600 companies, while 161 usable questionnaires were finally returned. exploratory factor analysis, confirmatory factor analysis, linear regression methods and the structural equation modelling (SEM) technique were used to test the research hypotheses. Findings – The proposed model explains 71 per cent of the variance of e-business adoption, with firm size, firm scope, IT infrastructure and internet skills being the most important e-business adoption drivers (with firm size being the most significant). On the other hand, CEOs knowledge, adoption cost, and competitive pressure do not seem to play an important role in the e-business adoption decision. Research limitations/implications – A limitation stemming from the implemented methodology is the use of self report scales to measure the constructs of the proposed model. Moreover, the present paper lacks a longitudinal approach, since it is cross-sectional and provides a static picture of e-business adoption. Practical implications – The paper makes an effort in order to point out areas that companies should emphasise in order to successfully adopt e-business and, therefore, harvest its potential benefits. Certain practical implications are offered in the final part of the paper. Originality/value – First, the present study places SMEs in the centre of its attention, while the contemporary research mostly examines the implementation of e-business practices in large organisations. Second, the present study proposes a three-dimensional conceptual framework, including technological, organisational and environmental context. Such a multidimensional approach has randomly been explored in the existing literature. Third, the results of the study may be generalised in other developed countries with similar economic realities and yield interesting outcomes for practitioners in these countries. [ABSTRACT FROM AUTHOR]

Purpose – Knowledge Management (KM) is a contemporary research field of high interest for both academics and practitioners. For more than 15 years, successful companies have used KM as their most valuable source of competitive advantage. The purpose of this paper is attempt to extend the existing empirical approaches (research models), by focusing on the process of KM and its diffusion throughout the organisation. Design/methodology/approach – The present study proposes a newly developed conceptual framework that adopts a four-step approach, highlighting four areas of interest that have never been simultaneously examined before: knowledge antecedents, KM process, KM outcomes (satisfaction from the KM process) and individual (employee) outcomes. The proposed conceptual framework is tested, using a structured questionnaire, in a sample of 211 bank employees. The reliability and the validity of the questionnaire were thoroughly examined, while research hypotheses were tested using the “Structural Equation Modelling” technique. Findings – The results revealed that companies with enhanced innovative culture and an organisational climate that facilitates cooperation between employees tend to promote and ultimately maximise knowledge diffusion. Moreover, a contribution of the present study is the empirical confirmation of the relationship between the proposed factor “satisfaction from the knowledge management process” and both organisational commitment and job satisfaction. Research limitations/implications – A limitation stemming from the adopted methodology is the use of self-report scales to measure the factors (constructs) of the proposed model. Moreover, the present paper lacks a longitudinal approach, since it provides a static picture (snapshot) of the application of KM within enterprises. Practical implications – The paper highlights-specific areas (factors) that companies should enhance in order to harvest the potential benefits of KM. According to the empirical findings, organisations should focus on their human capital when managing their knowledge processes. After all, employee satisfaction from the KM process is found to be crucial for enhancing their job satisfaction and job performance. Originality/value – The paper proposes an enhanced conceptual framework that incorporates critical issues concerning the successful implementation of KM, thus, providing valuable tools for decision makers and academics. Its originality lies in the nature of its approach. More specifically, the present study examines the impact of KM on individual-level (employee), something that rarely appears in the relevant literature. Additionally, it incorporates “satisfaction from the knowledge management process” as a significant outcome of the KM process, thus, enriching the literature of the field. Finally, it investigates the impact of three contextual factors (innovative culture, organisational climate, inter-functional coordination) on KM process (externalisation, internalisation, socialisation, combination), adopting an approach that acknowledges KM as a function (factor) that transmits contextual influence onto individual effectiveness. The results of the study may be generalised in other sectors with similar characteristics (knowledge-intensive and learning organisations, service sector companies, etc) and in other developed countries whose financial institutions face similar challenges as the ones in Greece. [ABSTRACT FROM AUTHOR]

Purpose – The purpose of this paper is to examine the relationship between consumer perceptions about large companies and behavioral intention toward buying products from these companies. It is hypothesized that the better the perceptions, the higher the behavioral intention. Corporate social responsibility (CSR) policies are proposed as the perfect tool to improve consumer perceptions and, hence, increase the customer base of large organizations. Such an approach has randomly been explored in the existing literature, making the examination of the proposed conceptual framework of the study an interesting research topic. Design/methodology/approach – The proposed conceptual framework was tested on a sample of Greek consumers. The final sample consisted of 454 adult consumers. The reliability and the validity of the newly developed questionnaire were thoroughly examined. Empirical data were analyzed using the “Structural Equation Modeling” technique. Findings – The results of the quantitative research highlighted the negative perceptions of Greek consumers toward large companies but, at the same time, revealed the statistically significant positive effect of certain dimensions of consumer perceptions on behavioral intention. In more detail, “interest toward community and employees” and “contribution to economic prosperity” seem to enhance behavioral intention, with the first being the most important factor. Research limitations/implications – A limitation stemming from the implemented methodology is the use of self-report scales to measure the constructs of the proposed model. Moreover, as the measurement of consumer perceptions has never been attempted in the existing literature, the items used to measure this construct were created after an extensive review of theoretical papers, failing to incorporate scales that have been already tested for their reliability. Practical implications – Using the findings of the empirical analysis as guiding lights, the present study proposes certain measures for large organizations. Highly proposed policies are offered in the final part of the paper. These policies are connected with enhancing the perceived interest of the company toward its community and employees. Originality/value – The present paper proposes a conceptual framework that examines CSR under a context that has been randomly examined before. It goes beyond theoretical principles and approaches issues that are vital for large organizations. Moreover, the results of the study may be generalized in other developed countries with similar economic realities (e.g. Spain, Italy, Portugal and Ireland). [ABSTRACT FROM AUTHOR]

Purpose – The purpose of this paper is to introduce a conceptual framework (research model) that investigates the linkages between “entrepreneurial orientation (EO)”, “entrepreneurial management (EM)”, “environmental factors (EF)”, “access to financial capital” and “firm performance”. In more detail, “EF” and “access to financial capital” are proposed as moderating factors in the “orientation-performance” relationship, while “EO” and “EM” are hypothesised to have a direct effect on “firm performance”. The proposed model includes factors that have never been collectively examined by the entrepreneurship literature before and is expected to enhance the empirical knowledge about the entrepreneurship-performance relationship in small and medium enterprises (SMEs), offering important practical guidelines to small and medium companies. Design/methodology/approach – The present study is empirical, explanatory, deductive and quantitative. The examination of the proposed conceptual framework was made with the use of a newly developed questionnaire. The population of the study is the sum of Greek SMEs operating during the year 2012. The sample was selected using random sampling techniques: four sectors of the economy were selected (cluster sampling technique) and 760 companies were randomly selected from that sub-group (simple random sample technique). The questionnaire, consisting of 62 items (questions) used to measure the five research factors, was distributed to 333 Greek companies that agreed to participate in the study. After the completion of the research period (September-November 2011), 303 usable questionnaires were returned. Given the fact that the initial target sample was 760 companies the response rate is 39.86 per cent. The empirical data were analysed using the regression analysis and the “Structural Equation Modelling” technique. Findings – Results indicate that “EF” and “access to financial capital” moderate the relationship between “EO” and “firm performance”, through “EM”. Moreover, results confirm a positive relationship between “EO” and “firm performance”, when “EO” is accompanied by “EM” and a direct relationship between “EM” and “firm performance”. Research limitations/implications – The main limitation of the study includes the relatively small sample size. Despite that, the sample size is considered appropriate for the statistical analysis conducted, while similar sample size has been used in other similar studies of the field (Gurbuz and Aykol, 2009; Lumpkin and Dess, 2001; Zahra and Garvis, 2000). Another limitation stemming from the implemented methodology is the use of self-report scales to measure the constructs of the proposed model. Originality/value – This paper attempts to shed some light on those entrepreneurial actions that seem to influence performance. The study makes use of contingent variables and is conducted in SMEs within a European context. As it is obvious from the literature, thus far, there has been a limited amount of research conducted in small European firms examining the entrepreneurship-performance relationship. [ABSTRACT FROM AUTHOR]

Abstract Purpose -- The purpose of this paper is to explore the relationship between the acquisition of an ISO 9000 certification and the overall financial performance of the certified firms. More specifically, the study proposes a multidimensional conceptual framework, including "customers' demand", "ISO adoption", "operation efficiency", "market efficiency" and "overall financial performance". Such a multidimensional approach has randomly been explored in the existing literature, making the examination of the proposed conceptual framework an interesting research topic. Design/methodology/approach -- The proposed conceptual framework was tested on a sample of Greek ISO 9000-certified companies of various economic sectors. Quality managers were used as key respondents. The final sample consisted of 168 companies. The reliability and the validity of the questionnaire were thoroughly examined. Empirical data were analyzed using the structural equation modelling technique. The findings are based on the 2000 version of the ISO series, which is generally accepted and has widespread use, as it has eliminated most of the disadvantages of the 1994 version. The present study is empirical (it is based on primary data), explanatory (examines cause and effect relationships), deductive (tests research hypotheses) and quantitative (includes the analysis of quantitative data collected with the use of a structured questionnaire). Findings -- The findings of the study provide strong evidence that ISO 9000 implementation is highly associated with improvements in overall financial performance. Moreover, it was found that ISO implementation is directly associated with significant improvements in quality awareness, operations execution, market share, customer satisfaction and sales revenue. Finally, customers' demand was not found to be the most important motivation for implementing an ISO certification. Rather, it seems that companies seek for quality improvement due to internal motives. Research limitations/implications -- A limitation stemming from the implemented methodology is the use of self-report scales to measure the constructs of the proposed model. Moreover, the present paper lacks a longitudinal approach, since it is cross-sectional and provides a static picture of ISO implementation. Practical implications -- The paper makes an analytical effort in order to point out areas that companies should emphasize in order to successfully implement ISO 9000 and, therefore, harvest its potential benefits. Certain practical implications are offered in the final part of the paper. Originality/value -- The paper proposes an enhanced conceptual framework that examines vital issues concerning the successful implementation of ISO 9000, thus, providing valuable outcomes for decision makers and academics. Moreover, the results of the study may be generalized in other developed countries whose economy faces similar significant challenges as Greece. [ABSTRACT FROM AUTHOR]

Purpose -- The present study aims to investigate the impact of organizational capabilities in the successful implementation of e-business. More specifically, the study proposes a three-dimensional conceptual framework, including "organizational learning capabilities", "knowledge management capabilities" and "organizational readiness". Such a multidimensional approach has randomly been explored in the existing literature, making the examination of the proposed conceptual framework an interesting research topic. Design/methodology/approach -- The proposed conceptual framework was tested on a sample of Greek companies with an online involvement. Information System executives were used as key respondents. The final sample consisted of 213 companies. The reliability and the validity of the newly developed questionnaire were thoroughly examined. Empirical data were analyzed using the "structural equation modeling" technique. Findings -- The results of the study reveal that "training availability", "knowledge level" and "knowledge sharing" are the most significant factors for successfully implementing e-business. Moreover, "firm size" seems to be another important determinant. On the other hand, "technical expertise", "knowledge accumulation" and "knowledge application" were not found to have a statistically significant impact on the implementation of e-business. Research limitations/implications -- A limitation stemming from the implemented methodology is the use of self-report scales to measure the constructs of the proposed model. Moreover, the present paper lacks a longitudinal approach, as it is cross-sectional and provides a static picture of e-business implementation. Practical implications -- The paper makes an analytical effort to point out areas that companies should emphasize to successfully implement e-business and, therefore, harvest its potential benefits. Certain practical implications are offered in the final part of the paper. Originality/value -- The paper proposes an enhanced conceptual framework that examines vital issues concerning the successful implementation of e-business, thus providing valuable outcomes for decision-makers and academics. Moreover, the results of the study may be generalized in other developed countries whose economy faces similar significant challenges as Greece (e.g. Spain, Italy, Portugal, Ireland, etc.). [ABSTRACT FROM AUTHOR]

Purpose – The purpose of the present study is to measure the level of public service quality in a unique body of service provision, namely the Citizen's Service Centers (CSCs) of Greece. CSC is a public service organization created in 2002, aiming at providing assistance to all citizens and reducing the bureaucracy of the Greek public administration. Moreover, the present study aims to underline the importance of citizen participation in service planning and provision processes, thus providing an additional dimension to the "New Public Management" (NPM) discipline that has recently found itself under serious critique. Design/methodology/approach – The present study utilized a slightly modified SERVQUAL instrument that was distributed to citizens visiting a representative sample of CSC branches. More specifically, 221 CSCs were visited by the members of the research team (20.35 per cent of the total population) and 843 usable questionnaires were collected from citizens. Random sampling techniques were used in order to acquire a representative and reliable sample. Findings – In brief, it is found that, although citizen expectations are not met in three of the five SERVQUAL dimensions, the overall service quality performance is well above average, allowing one to claim that CSCs have achieved their initial target. The gap scores for the dimensions of empathy and responsiveness were positive, while the same scores for the dimensions of tangibles, reliability and assurance were negative. Research limitations/implications – The use of the SERVQUAL instrument has been a subject of critique by various authors. Its ability to measure service quality has been supported by many and disputed by few. The present study analytically examined the validity and reliability of the instrument, so as to ensure that its use successfully fits the public service environment. Practical implications – The paper makes an analytical effort in order to point out areas that managers and policy makers should emphasize in order to increase the level of public services. Certain practical implications are offered in the final part of the paper. Originality/value – CSCs are, according to the best of the researchers' knowledge, a worldwide innovation only implemented in Greece. Hence, their examination may serve as a guiding light for other countries suffering from public sector inefficiencies. The methodological contribution of the paper lies in the implementation of the SERVQUAL instrument in the context of public services and its subsequent validation with the use of exploratory and confirmatory factor analysis. On a theoretical level, the present paper enhances the current literature with a paper that argues that citizens should actively participate in the processes of service planning and service provision. [ABSTRACT FROM AUTHOR]

Purpose – The recent advances in the technology of electronic banking have helped develop new ways of handling banking affairs, especially through online banking. Moreover, the rapid development of the internet has stimulated the banking sector towards encouraging customers to make their transactions online. The purpose of this paper is to introduce an extended technology acceptance model (TAM) model as a tool for examining the factors that have a significant impact on customers' online banking acceptance. Design/methodology/approach – The typical TAM constructs were enhanced with the variables of perceived risk and quality of the internet connection. The proposed conceptual framework of the study (extended TAM), was tested on a sample of Greek internet users. Data were analysed using the "structural equation modelling" technique. Findings – Results provide overall support for the extended TAM model and confirm its robustness in predicting customers' intention of adoption of internet banking. More specifically, results underlined the important impact of perceived usefulness, security risk and performance risk on the intention to use internet banking. On the contrary, the impact of perceived ease of use and quality of the internet connection seemed to have only an indirect effect on internet banking adoption. Practical implications – The paper makes an analytical effort in order to point out areas that banking organisations should emphasize in order to successfully implement online banking and, therefore, harvest its potential benefits. Originality/value – The paper proposes an enhanced conceptual framework (extended TAM) that examines vital issues concerning online banking acceptance, thus providing valuable outcomes for decision makers and academics. To the best of the researchers' knowledge, such an extension of the TAM model has never been examined in the relevant literature. Moreover, the results of the study may be generalised in other developed countries whose financial sector faces significant challenges (e.g. Spain, Italy, Portugal, Ireland, etc.). [ABSTRACT FROM AUTHOR]

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Purpose – Enterprise resource planning (ERP) systems enhance productivity and working quality by offering integration, standardization and simplification of multiple business transactions. The present study seeks to introduce a conceptual framework that investigates the way that human inputs (top management, users, external consultants) are linked to communication effectiveness, conflict resolution and knowledge transfer in the ERP consulting process, as well as the effects of these factors on ERP system effective implementation. Design/methodology/approach – The examination of the proposed conceptual framework was made with the use of a newly developed questionnaire. The questionnaire was distributed to a group of 361 Greek companies that have implemented an ERP system. Information technology (IT) managers were selected as the key respondents of the questionnaire. After the completion of the four month research period (September to December 2008), 108 usable questionnaires were returned (response rate=31 percent approximately). The empirical data were analyzed using the structural equation modelling technique (Lisrel 8.74). Findings – The main findings of the empirical study can be summarized in the following categories: the assistance provided by external consultants during the ERP implementation process is essential; knowledge transfer is an extremely significant factor for ERP system success; knowledge transfer concerning technical aspects of ERP systems is more important than effective handling of communication, as well as conflict resolution among organizational members; the role of top management support seems to be of less importance that the one provided by users. Research limitations/implications – The present study is limited by the poor definition of its population (due to lack of available data) and the relatively small size of the sample. Practical implications – The paper points out areas that adopting companies should emphasize in order to successfully implement an ERP system and, therefore, harvest its potential benefits. Originality/value – The paper proposes an enhanced conceptual framework that examines vital issues concerning ERP system effective implementation, thus, providing valuable outcomes for decision makers and academics. The originality of the paper lies in its three dimensional approach. [ABSTRACT FROM AUTHOR]