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PurposeRelative to the increasing focus on organisations’ outward communication consistency and coherency, the internal communication taking place between different organisational functions is under-explored. The study aims to address the following two research questions: What form does cross-functional communication take within organisations? How do features of the communication work climate influence the form of cross-functional communication?Design/methodology/approachThe study draws on qualitative data generated from semi-structured interviews with media and marketing managers from 33 professional football organisations operating in the English Premier League.FindingsThematic patterns between internal communication practices and different communication climates lead to the development of a new internal organisational communications typology, comprising: Type 1: collaborative symmetrical communication (cohesive climate); Type 2: unstructured informal communication (friendly climate); and Type 3: cross-functional silos (divisive climate).Originality/valueInternal organisational communication practices are deemed fundamental to organisational success, yet there remains limited empirical evidence of the form such practices take or how they interact with features of an organisation’s communication climate. The study introduces a new internal organisational communications typology to develop and extend the theory and practice of internal marketing communications.

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link. Research summary: Our understanding of entrepreneurial orientation (EO) is limited by the inattention to why a firm arranges itself to give rise to EO, what sets its strategic intent, and what affects its contribution to performance. These omissions have led to calls for a causally adjacent theory of EO. Grounded in knowledge-based theory, we investigated (a) how knowledge production gives rise to EO, (b) how the relationship between EO and profitability is mediated by knowledge use, and (c) how this relationship between EO and knowledge use is moderated by stakeholder engagement. Using multi- respondent, multi-source data from small-and-midsize enterprises in two economically distinct East Asian countries, Taiwan and Japan, empirical evidence supports our theory. Our findings are consistent across both studies. We contribute a knowledge-based theory of EO. Managerial summary: Why do some firms organize to be entrepreneurial while others do not, and why do some entrepreneurially oriented firms profit more financially than others? We find that those firms that organize processes to accumulate, aggregate, activate, store, manage, and distribute knowledge become more entrepreneurial oriented as the means to create wealth from this 'knowledge production‘. In other words, knowledge production can affect perceptions of opportunities and resources, leading to choices about organizational arrangements to best use knowledge. However, we find that the firm also needs to be adept at knowledge use to profit financially from its entrepreneurial endeavors, and leading firms utilize stakeholder engagement to strengthen the relationship between entrepreneurial behavior and knowledge use on the route to greater profitability.

COVID‐19 has presented significant challenges for public healthcare systems across the globe. The critical challenge for public healthcare organisations is to provide effective health care to patients, while simultaneously keeping frontline staff safe. Telemedicine has emerged as a prominent service intervention to this end. Telemedicine integrates technologies into medical practices to alleviate the need for face‐to‐face interactions through video consultations. The study explores how physicians and patients can, together, co‐create service value both within the telemedicine ecosystem and under crisis. Secondary qualitative data from physicians and patients active on Twitter and from across multiple countries are used to this end. Thematic analysis reveals seven themes that inform a new integrative telemedicine value co‐creation framework, which provides a platform for inclusive, equitable, and sustainable telemedicine services. The study provides a new understanding of the service triad ‒ telemedicine co‐design, value co‐creation, and service improvement ‒ highlighting the roles of co‐design and value co‐creation for public health care under crises.

Purpose Customer experience is more critical than ever to firms’ successes and future growth opportunities. Typically measured through aggregate satisfaction scores, businesses have been criticized for oversimplifying what experience means. The purpose of this study is to provide a new perspective on experience management and offers a novel way forward for customer-centric strategizing. Design/methodology/approach Mapping the current digital technologies being used across businesses in all sectors to engage and connect with customers more effectively, this paper outlines some of the fundamental challenges of experience management and future opportunities to enhance business practice. Findings Businesses are capturing what they know about customers, rather than what a customer thinks and feels about the firm. Many experience management initiatives create customer pains (not gains), while for businesses, decision-making can be jeopardized by fake customer data. A framework based upon the five experience dimensions is presented for optimal customer-driven decision-making. Practical implications Going beyond aggregate satisfaction scores that serve as an output rather than an input into businesses strategizing, the paper presents an actionable framework for targeted investments and enhanced experience management practices. Originality/value Businesses are seeking to grow intelligent customer experience analysis capabilities to disrupt traditional business models toward greater customer-centricity and to track the digital spread of positive and negative experiences. Examining how this is being done and where the weaknesses lie by bridging management practice and the scientific literature, this paper provides new knowledge to advance customer-centric strategies for growth and profitability.

How do cognitive micro-foundations impact organizational decision-making in the public sector? The study focuses on the relationships between two cognitive micro-processes (intuitive, type I and rational, type II), and two contrasting organizational decision-making approaches of strategic planning and organizational spontaneity. Drawing on survey data from managers working across a range of public services in Brazil, the findings reveal rational reasoning drives both approaches to organizational decision-making. Intuitive reasoning, on the other hand, is observed to drive strategic planning only. Two socio-psychological mechanisms moderate the core relationships: bureaucracy strengthens the rational reasoning–planning relationship, but weakens the intuitive reasoning–spontaneity relationship, while organizational learning plays a critical role in activating the intuitive reasoning–organizational spontaneity relationship. Post hoc analysis of variance reveals a group of public service organizations that rely heavily on both decision-making modes and highlights the core features enabling paradoxical decision-making.

To shed new light on the contested impact of service outsourcing, the study examines whether service outsourcing is associated with higher cost of entry and if higher pricing impacts service engage...

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link. We test the profit implication of product-market planning as a dynamic capability, from a contingency theory perspective. Among a sample of high-technology industrial organizations, we find that product-market planning capability is significantly and positively related to profits under marketing differentiation, but negative implications ensue for those adopting cost efficiency strategies. Pursuing hybrid strategies has no significant effect, while technological turbulence also has no moderating effect. Additional analysis establishes the temporal effects of product-market planning capability on 3-year lagged profits. These differential results are considered within a contingency framework. Implications are identified and discussed for industrial marketing management theory and practice.

open access article Innovation ambidexterity is especially complex for young technology-based firms because they are resource-challenged and knowledge-deficient in strategic terms; but they possess considerable scope for entrepreneurship. Strategic entrepreneurship may provide a solution. Incubators emerged as a policy solution precisely due to this dilemma. We conceptualise that strategic entrepreneurship, as a synthesis of young technology-based firms’ opportunity-seeking and advantage-seeking behaviours, can affect both explorative and exploitative innovation activities in these firms, and expect that subsequent innovation ambidexterity affects profitability. Our empirical analyses reveal complex and competing interrelationships that both ease and exacerbate the tensions associated with innovation ambidexterity. We contribute to theory by testing strategic entrepreneurship as it applies to innovation ambidexterity and evidence behaviours that contribute to its foundations. To entrepreneurs and managers, we offer a set of prescriptions for innovation ambidexterity in young firms that accounts for the complementarities between complex and theoretically opposing constructs.

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link. Research Question: The role and merit of publicness versus privateness in community sport provision is hotly contested in the sport management field, but is there a relationship between ownership types in local authorities’ community sport provision and sports participation levels? Research Methods: The study combines secondary data on sports participation with objective data on ownership types in community sport provision among local authorities in England, between 2009-15. The panel model examines whether the mix of ownership types in community sport is associated with differences in reported sports participation levels. Results and Findings: The study reveals higher collective organisational publicness in community sport is associated with lower sports participation levels among local populations. The opposite is true of higher collective privateness in local authorities’ provision, where higher levels of sports participation are observed among local populations. Implications: If local authorities are to influence sports participation levels among their populations, there is a need to better understand how community sport provision should be delivered. Informed by the findings, greater privateness in local authorities’ community sport provision is associated with higher sports participation levels.

Purpose This paper aims to discuss the strategic role of telehealth technologies in managing the COVID-19 pandemic. Design/methodology/approach This is a viewpoint paper, based on opportune information published and discussed by scholars and managers from different sources; the authors gathered this information to discuss the implications of telehealth during the outbreak. Findings Based on examples and benchmarking, the authors found that it is possible to lean on telehealth technologies as a frontline ally to avoid the spread of the virus by tracking, testing and treating (3T’s model). Research limitations/implications Together with information published on COVID-19, the authors present their critical observations on the use of telehealth. However, the authors acknowledge that there are restrictions on the use of new technologies in health-care practices that were not addressed by this paper, and they suggest further research to address this limitation. Practical implications Governments, health-care organizations and managers are encouraged to take advantage of the information published in this paper. One of the benefits of telehealth is the possibility of bringing patients and physicians together virtually, without the need for physical contact. Henceforth, the authors suggest a more comprehensive implementation of best practices from telehealth to relieve congested health-care facilities and to avoid the risk of further infection. Social implications The economic and social impacts of the virus are considered unprecedented by governments worldwide. Therefore, the authors advocate that telehealth practices embedded in health-care practices relieve the pressure that naturally arise during this type of critical event. Originality/value In this timely paper, the authors provide invaluable information related to the impact of telehealth technologies on flattening the infection curve of COVID-19.

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link. Industrial firms are under severe pressure to undertake digital transformation and leverage the Industrial Internet of Things (IIoT) and emerging technologies for the integration of industrial machines to share information on a real-time or near real-time basis. Though in recent years researchers have focused their attention on digital transformation, there is limited scholarly guidance for developing capabilities for such transformation. Drawing on dynamic capability theory and exploratory qualitative interviews with senior ‘elite’ executives from five of the world’s largest multinational firms, the study outlines a new conceptual framework for digital transformative capability development. The integrative framework demonstrates how the three core capabilities of digital sensing, digital seizing, and digital reconfiguring manifest through associated capabilities of Strategic Sensing, Rapid Prototyping, Organization Structure, Business Model Transformation, and Cultural/Mindset Transformation. Internal and external contingencies are proposed as moderators of the relationship between IIoT and emerging technologies, and digital transformative capability development. Collectively, the article makes the case for Digital Transformation Capability and sheds new light on the digital transformation process. Implications for theory and practice are highlighted, and limitations are discussed.

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link. This study examines quadratic effects of three export decision-making approaches (planning, creativity and spontaneity) on innovation orientation, and the direct effect of innovation orientation on export market performance. The model, anchored in decision theory and dynamic capabilities, is tested on a sample of Chinese exporting firms using structural equation modelling. Findings indicate that while a greater proclivity to innovate is beneficial for export market performance, a more complex web of relationship is revealed between the three export decision-making approaches and innovation orientation, providing insights on the operationalization of a dynamic decision-making capability. Specifically, while an increasing level of export planning reduces an exporter’s capacity to innovate, creativity has a positive direct effect on exporters’ innovation orientation, which also benefits from extreme spontaneity in export decision-making. We discuss theoretical contributions and export managerial implications of this dynamic decision-making capability for industrial marketing management.

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link. We examine mediation effects of coworker knowledge sharing and absorptive capacity on the participative leadership–employee exploratory innovation relationship in R&D units of Taiwanese technology firms. Deploying a time-lagged questionnaire method implemented over four business quarters, data is generated from 1600 paired samples (managers and employees) in R&D units of Taiwanese technology firms. The structural equation modeling results reveal that (1) participative leadership is positively related to employee exploratory innovation; (2) coworker knowledge and (3) absorptive capacity partially mediate the relationship between participative leadership and employee exploratory innovation independently; and, (4) coworker knowledge sharing in combination with absorptive capacity partially mediates this relationship. The results extend previous research on participative leadership and innovation by demonstrating that participative leadership is related to employee exploratory innovation (Lee and Meyer-Doyle, 2017; Mom et al., 2009).Results also confirm that participative leadership drives employee exploratory innovation through employee absorptive capacity. This reinforces the need highlighted by Lane et al. (2006) to investigate the role of absorptive capacity at the individual-level. Collectively, while participative leadership is important for employee exploratory innovation it is the knowledge mechanisms existing and interacting at the employee-level that are central to generating increased employee exploratory innovation from this leadership approach.

Integrated marketing communication (IMC) is considered to hold strategic value for contemporary organisations. Yet, the actual implementation of IMC by client organisations remains under researched...

The article explores the role citizen science can play in discovering new solutions to pressing wicked problems. Using illustrations of citizen science projects to show how and where citizens have been fundamental in creating solutions and driving change, the article calls for wider recognition and use of citizen science in public administration and management research. For wider utilization of citizens’ active co-participation in research design, delivery and dissemination, the article presents a set of citizen science pathways.

The file attached to this record is the author's final peer reviewed version. This study employed a resource-based view to develop a multilevel model of firm-level high-performance work systems, dyad-level human capital, firm-level bridging ties and unit-level corporate entrepreneurship. We collected multisource and multilevel data from 420 senior managers, 1260 managers and 3348 employees of 210 units from 96 Taiwanese manufacturing and service sectors firms. The results revealed that dyadlevel human capital partially mediated the relationship between firm-level highperformance work systems and unit-level corporate entrepreneurship and firm-level bridging ties moderated the effect of firm-level high-performance work systems on unitlevel corporate entrepreneurship through dyad-level human capital. Our findings contribute to corporate entrepreneurship by exploring its antecedent and indirect effect from a resource-based perspective Furthermore, we have found that the indirect influence of firm-level high-performance work systems and unit-level corporate entrepreneurship varies as a function of the bridging ties at the firm level. This paper advances existing research by offering new insights in the area of corporate entrepreneurship.

Industrial firms are under severe pressure to innovate by leveraging the industrial Internet of things (IIoT) and emerging digital technologies. Digital entrepreneurship for existing organizations (corporate digital entrepreneurship) is a key differentiating factor in a highly competitive and disruptive environment. However, there is limited guidance for corporate digital entrepreneurship and industrial managers do not have a conceptual framework to navigate their organizations for new product and process innovation. This paper discusses the importance of emerging digital technologies for digital entrepreneurship and presents a conceptual framework of corporate digital entrepreneurship highlighting three elements—business model transformation, operating model transformation, and cultural transformation—which is necessary for fostering digital entrepreneurship in organizations. The chapter presents three case studies and discusses practical implications for the future.

Business model innovation (BMI) is critical to a firm's ability to achieve growth and long-term viability. It helps improve the value of products or services and/or delivery of these offerings to customers. Much of the academic literature to date however lacks customer-driven business model innovation frameworks. As such, the aim of this investigation is to propose a customer experience driven (CX) business model innovation framework that aligns customer values and the firm's strategic needs. This paper contributes to the literature by (a) conceptualizing the way in which business model innovation and customer experience are related (b) providing managers with a concrete framework to guide business model innovation that supports customer experience-driven new services and (c) highlighting opportunities for future research to advance business model innovation research and practice.

Crises for business-to-business (B2B) firms are characterized by unexpected or unanticipated severe threats that are highly uncertain where strategic response times are low in which executives are victim of overwhelming time pressures to action fast strategic responses to these events—as the threats bring to question the viability and survivability of the firm. Consequently, crises provoke a profound impact on executives' sensemaking, as they attempt strategically navigate these events. We bridge thinking around crisis management with theories of strategic decision-making and conclude that strategic improvisation is a vital mechanism that enables effective management interventions to be executed as a means of surviving, adapting, or potentially thriving under challenging circumstances. We derive a theoretically grounded framework of five strategic imperatives underlying our 10C Strategic Imperative Framework for improvisation readiness. First, we develop the Improvisation Readiness Index Score (IRIS) as a means for executives to diagnose their organization's improvisation readiness according to the requisite strategic imperatives. Second, we present a three-step guide for executives to consider for managing through crisis with improvisation and the strategic imperatives at its heart. Third, we illustrate the strategy improvisation challenges. This allows executives to close the strategic improvisation gaps between their ‘actual’ and ‘preferred’ readiness., Highlights • Bridges thinking around crisis management with theories of strategic decision-making. • Concludes that strategic improvisation enables effective management interventions under challenging circumstances. • Derives a theoretically grounded framework of five strategic imperatives that underlie improvisation readiness. • Develops the Improvisation Readiness Index Score (IRIS) as a means to diagnose improvisation readiness according to the requisite strategic imperatives. • Presents a three-step guide for executives to consider for managing through crises with improvisation and the strategic imperatives at its heart. • Using a set of case vignettes, this article illustrates the strategy improvisation challenges.

In extreme circumstances such as pandemics, the presence of patients in hospital emergency departments becomes untenable. Healthcare professionals and organizations worldwide are leaning on technol...

The effectiveness of sports facility provision in increasing participation is debated internationally. The impact will be mediated by the sport delivery system, the welfare system within which sports policy might operate and the culture of sport. Change in the political persuasion of recent UK governments has followed a broadly consistent neoliberal policy direction of moving from big government and public ownership, to outsourcing and governance through networks. The intended aim: to more effectively achieve policy objectives, such as subjective well-being (SWB), health and social capital. A case study of participation in sport and fitness activities in a County Sports Partnership (CSP) in England is presented to examine if different ownership types and configuration of facilities that have emerged as a result of the policy direction, has influenced participation and policy targets. Regression results reveal that the ownership and configuration of facilities has no effect on the duration of activity and consequently no impact on policy outcomes. The largest influence on participation occurs in using facilities with others that were previously met there. The results also suggest that participation in facilities combined with other sport and physical activity can have an impact on health and social capital, and indirectly SWB. These insights are strongly indicative of the co-creation and interconnectedness of participation and suggest that policy should focus on network development more than specific forms of ownership and provision in seeking to achieve policy objectives. The research casts new critical light on the role of neoliberalism in sports policy.

In the context of public value, it is argued that there is a need to adopt the learning organisation philosophy to manage public service organisations better. For collaborative work with public sector managers or in management education, a fictitious scenario is presented to develop the concept of the learning organisation as paradox. Faced with multiple and conflicting demands, public managers find it difficult to change organisational behaviour in response to new knowledge. The scenario demonstrates how learning organisation philosophy can be used to translate new knowledge into new behaviours. Key skills required for public managers to exploit the knowledge of all organisational members and confront the challenges of a contested concept, such as public value, are developed and comprise summarising evidence, making judgements, sharing thought processes on a contentious issue, and arriving at a consensus together. Contributions to public administration theory and practice are discussed.

Can public sector reform change service performance for the better? This is a hotly contested debate that carries significant theoretical and practical importance. In England, as in many countries, modernisation was at the heart of local government reform and represented an interpretation of New Public Management into a policy framework. This paper examines the role of the modernisation change agenda in England and what this has subsequently meant for ‘service improvement’. Drawing on both document analyses and qualitative interviews with local government employees, we find that while modernisation sought to establish continuous improvement, unintended consequences of modernisation have led to Staff Reductions, Skill Deficiencies, and Loss of a Competent Middle Core in local government, as well as performance outcomes creating an environment for Commissioning, Service Reduction, and Self‐Policing. Implications for the lasting roles and behaviours of public managers affected by this national change agenda are discussed, and conclusions for theory and practice are drawn.

Purpose In providing a fine-grained analysis of public service management, the purpose of this paper is to make an important contribution to furthering research in service management, a body of literature that has tended to regard public services as homogenous or to neglect the context altogether. Design/methodology/approach Integrating public management and service management literatures, the past and present of public service management are discussed. Future directions for the field are outlined drawing on a service-dominant approach that has the potential to transform public services. Invited commentaries augment the review. Findings The review presents the Public Service Network Framework to capture the public value network in its abstraction and conceptualizes how value is created in public services. The study identifies current shortcomings in the field and offers a series of directions for future research where service management theory can contribute greatly. Research limitations/implications The review encourages service management research to examine the dynamic, diverse, and complex nature of public services and to recognize the importance of this context. The review calls for an interdisciplinary public service management community to develop, and to assist public managers in leveraging service logic. Originality/value The review positions service research in the public sector, makes explicit the role of complex networks in value creation, argues for wider engagement with public service management, and offers future research directions to advance public service management research.

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link. Planning and improvisation are depicted as alternate decision-making orientations in the strategy process literature, executed by two parallel cognitive contexts: rational or intuitive, but can rationality and intuition be harmonised in the strategy process? Strategic managers may not have to choose to either plan or improvise, rather there is a need to shift the focus of research from such trade-offs to paradoxical thinking. Drawing on survey data from Malaysian research-intensive firms, we investigate how strategy develops through managers’ strategic reasoning under key external (market turbulence) and internal (centralisation, manager level) contingencies. In contrast to common assumptions in the management literature, we find that both rational and intuitive reasoning can drive planning and improvisation for firms in emerging economies, with additional positive moderation effects under centralisation and manager level. Firms that achieve high levels of both planning and improvisation concurrently are characterised by significantly greater rationality relative to the high planning group and the high improvisation group. The findings extend strategy process research, highlighting how firms in emerging economies differ from theory derived from developed economies.

Purpose It is known from research that the right context can help managers develop an ambidextrous approach. But just as few of us are naturally ambidextrous, many managers fail to balance conformity and change during strategy implementation. This paper aims to investigate why. Design/methodology/approach Through a qualitative study of managers of an international airline, the authors examine a series of cultural barriers that constrain managers’ agile decision-making and stop managerial ambidexterity. Findings The authors identify six culturally ingrained practices that block managerial ambidexterity: top management’s unwavering emphasis on cost control when survival hinges on fresh investments; little or no scanning of the environment for new areas of opportunity; intensive planning oriented toward efficiency issues; functional structures characterized by extensive division of labor; centralized control; and formal hierarchical communication channels. Research limitations/implications Managers find it difficult to put into practice new initiatives, particularly when the proposed initiatives counter the underlying cultural world of the organization. The authors suggest that this dark side of culture can pose tough barriers for ambidextrous action. Practical implications There is an urgent need for organizations to be aware of the possible misalignments between ambidextrous pursuits and the cultural forces that actually drive action. A deep understanding of their organization’s cultural universe is a crucial first step for managers aspiring to better engage with ambidexterity and outwit and outperform competitors. Originality/value Different strategic approaches need not be viewed as irreconcilable. If cultural elements do not block it, managerial ambidexterity can showcase innovative approaches to reconciling trade-offs in strategic decision-making.

Research question: While marketing outsourcing may offer a clear means for revenue generation and cost efficiency, there is a need to go beyond the outsourcing decision itself to address ‘how’ outsourcing can be managed successfully. Differing to existing studies, this study examines the dynamic nature of marketing outsourcing from the rights holder and agency perspectives in an overlooked setting.Research methods: Qualitative data were generated from semi-structured interviews with marketing managers from 30 English Premier League (EPL) football clubs and with 10 marketing agency account managers. The clubs included in this study had all participated in the EPL, and all 10 marketing agencies interviewed had been contracted at some point in time to these clubs.Results and findings: By capturing both sides of the rights holder/agency interface, this study includes a neglected perspective (i.e. agency) to more accurately examine the principal–agency relationship in marketing outsourcing. The finding...

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link. Corporate enterprises must support its business units to adapt to changes that are increasingly dramatic and complex. In response, corporate entities must organize to embed a corporate entrepreneurial orientation (EO) that pervades the actions of its business units to create the radical innovations needed to thrive in these circumstances. By developing a global willingness–local ability framework, we test a multi-level model of corporate EO by conceptualizing its effects on business unit radical innovation and business unit financial performance, moderated by business unit R&D resourcing and business unit absorptive capacity. With data from 2820 business units of 1290 Taiwanese corporations from two separate surveys, we find support for our theoretical expectations and contribute much-needed knowledge of the multi-level effects of EO and the conditions to turn EO into actual innovation activity and profit from it.

Purpose Service networks are inherently complex as they comprise of many interrelated actors, often driven by divergent interests. This can result in imbalance, which refers to a situation where the interests of at least one actor in a network are not secured. Drawing on the “balanced centricity” perspective, the purpose of this paper is to explore the causes of imbalance in complex service networks. Design/methodology/approach Adopting a qualitative case-based approach, this paper examines a public health service network that experienced imbalance that was detrimental to the lives of its users: the Mid-Staffordshire National Health Service (NHS) Trust, UK. Drawing on service-dominant logic and stakeholder theory, case evidence provides insight into the origin and drivers of imbalance in complex public service networks. Findings The origin of imbalance stems from competing institutional logics of various actors (patients/public, employees, managers, regulatory bodies, etc.), but the degree to which these competing institutional logics lead to imbalance is moderated by accountability, communication, engagement, and responsiveness within the service network. Research limitations/implications By uncovering causes of imbalance in complex public service networks, this paper pinpoints important research avenues for developing the balanced centricity perspective. Practical implications The inherent existence of multiple parallel institutional arrangements makes networks imbalanced, but value creation can be achieved when the appropriate mechanisms are fostered to manage balance between divergent logics. Originality/value By examining imbalance as the underlying cause of network dysfunction, this research contributes to understanding of the dynamics in, and performance of, complex public service networks.

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link. Improvisation is vital for strategy development, but there remains a lack of understanding about this phenomenon. This emerges directly from the insufficient investigation of its drivers and context. This paper extends improvisation research to the unexplored competitive settings of an emerging middle income economy. Drawing on survey data from Malaysian research-intensive firms, we examine managerial and organisational antecedents of improvisation under turbulence. Findings reveal that organisational risk-taking and manager expertise are common antecedents of improvisation, but additional relationships arise under high (flexibility) and low turbulence (learning, manager tenure), developing capacity to inform practice, which is critically lacking in international business and management theory.

Research has established that ambidextrous organizations can successfully outperform their non-ambidextrous counterparts through exploitative and exploratory activities. However, there remains a scarcity of research on how managers orchestrate ambidexterity at the operational level, particularly in project delivery. Drawing on 55 qualitative interviews with middle managers on two engineering projects, we examine how managerial ambidexterity is enacted at the project level. We find that middle managers enable their own exploitative, exploratory and ambidextrous behaviors by invoking a repertoire of values selected from their organization's cultural toolkit, which serve as cultural resources for action. We discuss how the cultural toolkit perspective can inform the relationship between managerial actions in day-to-day operations and organizational ambidexterity. Implications for theory and practice are presented.

This study examines, for the first time, the critical issue of whether firms ought to adopt various entry modes in their export activities, i.e. whether firms ought to carry-out greater levels of export entry mode diversity, as a route to increase export performance. Underpinned by contingency and institutional theories this research also examines the role of institutional barriers, investment uncertainty, and geographical scope as moderators of the export entry mode diversity-export performance link. Findings suggest that greater export entry mode diversity is beneficial for export performance. Furthermore, higher export entry mode diversity levels are particularly recommended for firms that operate in export environments with higher institutional barriers, and for firms that have greater levels of export geographical scope. Results concerning the moderating role of investment uncertainty on the export entry mode diversity-export performance link are modest, and vary in signal across different levels of export entry mode diversity.

How to generate affective commitment and realize its performance potential is deemed critical to public management. But in the context of service outsourcing, does ownership type influence its antecedents and performance outcomes? Drawing on postal survey data for English leisure providers, we find training is an antecedent across public and private ownership types; performance appraisal is an antecedent for private ownership only; while performance-related pay carries an insignificant effect. Affective commitment holds business and customer performance outcomes for public ownership, but insignificant effects are observed for external ownership types. Implications of this contextual variation for public management theory are discussed.

Theories of contracting out offer contrasting perspectives on the noneconomic determinants of local government contracting. Some suggest that ideological motives predominate, with contracting decisions reflecting the ideology of ruling parties. Others emphasize political motives, with governments responding to local preferences. In this article, we draw on ideas about isomorphic pressures within organizational fields to examine whether institutional influences might also affect contracting behaviour. Using a spatial auto-regressive probit model, we evaluate whether mimetic pressures as well as ideological and political motives shape the decision to contract out service provision in English local governments. In addition, we analyse whether those factors also determine whether contracting local governments decide to contract with a commercial firm or a not-for-profit provider. The statistical results suggest that the decision to contract out is spatially dependent, and hence reflective of institutional forces. By contrast, political motives and market size considerations shape with whom local governments contract.

Purpose Developing and implementing strategies to maximize profitability is a fundamental challenge facing manufacturers. The complexity of orchestrating resources in practice has been overlooked in the operations field and it is now necessary to go beyond the direct effects of individual resources and uncover different resource configurations that maximize profitability. The paper aims to discuss these issues. Design/methodology/approach Drawing on a sample of US manufacturing firms, multiple regression analysis (MRA) and fuzzy set qualitative comparative analysis (fsQCA) are performed to examine the effects of resource orchestration on firm profitability over time. By comparing the findings between analyses, the study represents a move away from examining the net effects of resource levers on performance alone. Findings The findings characterize the resource conditions for manufacturers’ high performance, and also for absence of high performance. Pension and retirement expense is a core resource condition with R&D and SG&A as consistent peripheral conditions for profitability. Moreover, although workforce size was found to have a significant negative effect under MRA, this plays a role in manufacturers’ performance as a peripheral resource condition under fsQCA. Originality/value Accounting for different resource deployment configurations, this study deepens knowledge of resource orchestration and presents findings that enable manufacturers to maximize profitability. An empirical contribution is offered by the introduction of a new method for examining manufacturing strategy configurations: fsQCA.

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link. Research has established the relevance of entrepreneurial orientation (EO) to firm performance but skepticism remains because of the ambiguity surrounding how EO might improve firm performance. We examine the key concepts of absorptive capacity and improvisation as two alternative learning modes serving as intermediate steps between EO and firm performance. Locating our study within manufacturing SMEs in Malaysia, we find that absorptive capacity enhances the EO–performance relationship, both as a moderator and a mediator. In contrast to expectations, however, improvisation showed no such effects but conferred its own separate benefits instead. We further discuss the different effects of these learning modes on high performance and low performance groups.

Strategic resources are key inputs to strategy that can form the basis of superior service performance, yet there is scarce research on the strategic resources used by managers to realise ambidexterity: the simultaneous pursuit of alignment and adaptability. In this article, we draw on a qualitative case study of a leading European airline and examine the resource bundles used by managers in their orchestration of ambidexterity. Adopting a resource-advantage perspective, the study illustrates elements of human, organisational, and informational capital that are mobilised by managers in their incorporation of alignment-oriented and adaptability-oriented activities. By moving beyond a linear association between strategic resources and ambidextrous organisations, we argue that managers' orchestration of ambidexterity is central to how service organisations manage their strategic resources and enhance competitiveness. Overall, we highlight the micro managerial level as an important point of observation to ext...

Using panel data analysis for a sample of Chinese high-technology industries from 1998 to 2008, this study examines how industry characteristics affect industry innovation activities. Differing from existing studies, our research considers the impact of foreign competition on innovation activities at industry level in a large emerging economy. The results indicate that the intensity of competition from foreign invested enterprises (FIEs) and domestic skill intensity affect industry buy and make activities. Foreign competition is positively associated with the intensity of buy activity, but negatively affects the intensity of make activity. Further, the findings show that domestic skill intensity weakens the impact of foreign competitive pressure on innovation activities. Our empirical evidence has important policy implications.

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link. This study explores the psychological factors that influence market diffusion of popular culture digital services. Digital service websites have been diffusing through global markets with relative ease, but the factors influencing this are not well understood. The transition from the brick and mortar services to a digital outlet represents a form of market disruption but the way that this impacts the consumer experience and the way firms engage in innovation are not fully understood, nor are the various cognitive factors driving the adoption rates. There is a need to understand cognitions that influence intent to engage, as well as the perceptions of the social environment in which the service offering occurs. Therefore, we offer an examination of different social contexts (US and UK) to explore the impact of certain attitudes and norms toward online gambling consumption. The results of study demonstrate how variations between online and offline environments impact consumer adoption and market diffusion. Additionally, the results further support the need for more studies to focus on the soft factors that influence their innovation capabilities.

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link. Governments across the world outsource service delivery to external agents, but does ownership matter for service delivery value? Though theory points to clear ownership differences on effectiveness, there remains limited empirical evidence of the impact of ownership on citizens’ satisfaction. Focusing on local authorities in England, we draw on secondary data (2007 and 2009) to examine if ownership type matters. The findings indicate that ownership–public, nonprofit, private–confers no direct benefits for citizens’ satisfaction suggesting that the outsourcing decision should not rely on unfounded assumptions about performance differentials between ownership types. The implications for public management are explored.

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link. The question of ‘how we learn’ continues to direct scholarly debate, yet undergraduate teaching is typically designed to homogenise the learning environment. This is despite heterogeneous learning outcomes ensuing for students, owing to their different learning styles. Accordingly, we examine the relationship between teaching methodologies and learning styles. Drawing on the Herrmann Brain Dominance Instrument and the theory of ‘whole-brain’ teaching, we find a suite of teaching methodologies that are generic across learning styles—tutorials, group work, firm-oriented case studies, game playing, reading journal papers, handouts, PowerPoint slides, in-class examples, in-class short exercises, and videos—and find a group of teaching methodologies—lectures, seminars, people-oriented case studies, creative problem-solving, reading textbooks, guest speakers, in-class small group exercises, homework, role play, problem-based learning, self-directed learning, project-based learning, and class debates—that target and develop specific learning styles. Implications of the ‘whole brain’ model for teaching and learning are discussed.

This paper examines the moderating effects of market orientation's intelligence generation and dissemination components on the response–performance relationship. We offer valuable insight into the application of, and subsequent returns to, market orientation in the public leisure sector, thereby helping to broaden the appeal, relevance, and usefulness of this important marketing theory to other contexts. The research involved a national survey questionnaire to 1060 public leisure managers of local government leisure facilities in England. Empirical testing through structural equation modelling revealed two important findings. First, intelligence generation efforts of the organisation can in part affect the performance returns to an organisation from its responsiveness to market intelligence. Second, intelligence generation coupled with organisation-wide dissemination of intelligence can have a destructive impact on the response–performance relationship, demonstrated by a negative significant mode...

The application of market orientation to public organisations does not adequately account for the unique features of this context. Drawing on absorptive capacity literature, this is the first study to examine the role of the organisation's learning environment on the market orientation–performance interface for two opposing public management contexts. The research involved a national survey questionnaire to 1060 internal and external public leisure service providers in England. Empirical testing through structural equation modelling revealed that not all dimensions of market orientation are universally positive and marketing scholars should seek to examine and understand market orientation in the context of the organisation and its learning mechanisms, as absorptive capacity has clear and different moderation effects under different management contexts.

Strategic capital has emerged as a key source of competitive heterogeneity in the private sector. Despite this, little is known about the performance implications of strategic capital in public organisations. Adopting a resource-advantage perspective, we examine the performance implications of strategic capital for public leisure providers. Analysing data generated from public leisure providers, we find that effective strategy implementation enables leisure providers to exploit comparative advantages, which is itself a source of sustained advantage. Furthermore, high performers are endowed with significantly greater levels of strategic capital – which include ‘strategy commitment’, ‘implementation support’, ‘implementation effectiveness’, and ‘learning’ – in contrast with low performers. Important differences between internal and external approaches to provision are also identified and discussed, along with the implications of this study for researchers and public policy.

The environment in which public sector organisations operate is becoming ever more volatile, with such organisations increasingly facing the dual pressures of growing customer expectations coupled with significant budget reductions. This study presents an exploratory research model to uncover significant relationships between generic strategies and the business and social performance of public leisure providers, in an attempt to ascertain if generic strategies are fit for purpose in the public leisure sector. The findings suggest that low cost and price-based strategies are inadequate for service delivery. Rather, a hybrid strategy – which seeks to add value while also having a cost base that permits low prices – is deemed fit for purpose in the public leisure sector, satisfying the dual strategic agenda of public leisure providers. This study provides contributions to the strategic management, public management, and leisure services literatures.