Template-Type: ReDIF-Article 1.0 Author-Name: Li Yueh Author-Name: Ying Lee Author-Name: F. Barry Barnes Title: THE EFFECTS OF LEADERSHIP STYLES ON KNOWLEDGE-BASED CUSTOMER RELATIONSHIP MANAGEMENT IMPLEMENTATION Abstract: This study examined how transformational and transactional leadership styles affect knowledge-based customer relationship management implementation in the Taiwanese hotel industry. A model of the relationship was created based on earlier research and used Bass and Avolio’s Multi-Factor Leadership Questionnaire along with questions to assess a multi-dimensional construct for CRM. The model was tested and modified using structural equation modeling. The results generally support a positive relationship between transformational leadership styles and the implementation of knowledge-based CRM while rejecting transactional styles. Suggestions for future research are also included. Classification-JEL: M00, M12, M16 Keywords: leadership styles, knowledge-based customer relationship, Multi-factor leadership Journal: International Journal of Management and Marketing Research Pages: 1-18 Volume:3 Issue: 1 Year: 2010 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v3n1-2010/IJMMR-V3N1-2010-1.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:3:y:2010:i:1:p:1-18 Template-Type: ReDIF-Article 1.0 Author-Name: Young Sally K. Kim Title: CONSUMER PENALTY EVALUATION: DIFFERENCES BETWEEN COOPERATIVE AND REBELLIOUS CUSTOMERS Abstract: This research investigates different types of antecedents such as fairness, disconfirmation and emotion and their influences on different types of satisfaction and behavioral intentions. It also examines how different types of customers, cooperative vs. rebellious, respond to penalties differently. Based on existing literatures, the study proposes a model that views transaction-specific satisfaction as a mediator between cognitive and affective antecedents and overall satisfaction and repurchase intentions. The model is tested on data collected via online survey. The study found that affective and cognitive antecedents have differential impacts on two types of satisfaction judgments, transaction-specific satisfaction and overall satisfaction, and behavioral intentions to repurchase. For example, the influence of emotion is fully mediated by transaction-specific satisfaction while cognitive antecedents have direct influences on both transaction-specific satisfaction and overall satisfaction. Customers weigh transaction-specific evaluations, penalty-related evaluations such as fairness, disconfirmation, emotion and dissatisfaction with the penalty, and global satisfaction evaluation differently based on their relationship with the company. Cooperative customers weigh overall satisfaction more heavily than transaction-specific evaluations. Rebellious customers weigh transaction-specific evaluations more heavily than overall satisfaction. Implications for measurement and management are offered. Classification-JEL: M31 Keywords: customer satisfaction, transaction-specific satisfaction, mediator, cognitive antecedents Journal: International Journal of Management and Marketing Research Pages: 19-36 Volume:3 Issue: 1 Year: 2010 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v3n1-2010/IJMMR-V3N1-2010-2.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:3:y:2010:i:1:p:19-36 Template-Type: ReDIF-Article 1.0 Author-Name: Prabha Ramseook-Munhurrun Author-Name: Soolakshna D. Lukea-Bhiwajee Author-Name: Perunjodi Naidoo Title: SERVICE QUALITY IN THE PUBLIC SERVICE Abstract: The purpose of this paper is to obtain a better understanding of the extent to which service quality is delivered within the Mauritian public service by drawing on front-line employees (FLE) and customer perceptions of service quality. The paper investigates how closely customer expectations of service and FLE perceptions of customer expectations match. SERVQUAL is used to measure service quality amongst FLE and customers in a major public sector department in Mauritius. The survey captures customers’ expectations of an excellent public service and compares these with their perceptions of the service delivered by a particular public service department in Mauritius. The paper also reports on a parallel SERVQUAL survey of FLE to examine how well they understand their customers’ expectations and how well its internal processes support the delivery of top quality public services. The findings reveal that while there is a significant shortfall in meeting customer expectations, the FLE appears to have a good understanding of what these expectations actually are. The FLE should focus onthose dimensions which receive lowest ratings and attributes with high gap scores. This research adds to the body of knowledge relating to public service quality management. It will also be of interest to strategic and operational public service managers and to academics investigating the reliability and value of service quality assessment tools. It addresses key relationships between service dimensions and service quality within the Mauritian public service. Classification-JEL: M31, M12 Keywords: Service quality, SERVQUAL, Front-line employees, Customer expectations, Public sector, Mauritius Journal: International Journal of Management and Marketing Research Pages: 37-50 Volume:3 Issue: 1 Year: 2010 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v3n1-2010/IJMMR-V3N1-2010-3.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:3:y:2010:i:1:p:37-50 Template-Type: ReDIF-Article 1.0 Author-Name: Mohd Sah Basir Author-Name: Syed Zamberi Ahmad Author-Name: Philip J. Kitchen Title: THE RELATIONSHIP BETWEEN SALES SKILLS AND SALESPERSON PERFORMANCE: AN EMPIRICAL STUDY IN THE MALAYSIA TELECOMMUNICATIONS COMPANY Abstract: The objectives of this paper are to understand the influence of sales skills dimensions namely: interpersonal skills, salesmanship skills, technical skills and marketing skills on salesperson performance in Telekom Malaysia (TM) Berhad, a major Malaysian telecommunication corporation. Data was gathered based on quota sample of 114 salespersons in the company, and the findings show that effects of interpersonal skills positively influenced salesperson performance. However, unexpectedly, the findings also revealed that salesmanship skills, technical skills and marketing skills do not influence salesperson performance. Classification-JEL: M3 Keywords: Sales skills, salesperson performance, telecommunication, Malaysia Journal: International Journal of Management and Marketing Research Pages: 51-73 Volume:3 Issue: 1 Year: 2010 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v3n1-2010/IJMMR-V3N1-2010-4.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:3:y:2010:i:1:p:51-73 Template-Type: ReDIF-Article 1.0 Author-Name: William Townsend Title: INNOVATION AND THE VALUE OF FAILURE Abstract: Innovation is a difficult phenomenon to evaluate. Innovation impacts the firm in a variety of ways. It is difficult to analyze the full impact of innovation because there is no single set of metrics that can capture its full significance. The metrics that have been traditionally used only capture a fraction of the true benefit derived by the firm. In addition, since the circumstances, values, structure and strategies vary greatly between industries and firms within industries, the efficacy of specific metrics fluctuates from application to application. An unmeasured and often neglected area of innovation deals with the ideas that, for a variety of reasons, fall by the wayside. This paper examines the uncounted valuation aspects of innovation that occur independent of the market success or failure of the innovation product. These are benefits to the organization that may accrue from discarded or abandoned ideas or innovation products that failed in the marketplace. The sources of innovation valuation error are discussed as well as strategies for maximizing the value of failure and reevaluation. Classification-JEL: O31, O32 Keywords: innovation, value of failure, market success, innovation valuation error Journal: International Journal of Management and Marketing Research Pages: 75-84 Volume:3 Issue: 1 Year: 2010 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v3n1-2010/IJMMR-V3N1-2010-5.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:3:y:2010:i:1:p:75-84 Template-Type: ReDIF-Article 1.0 Author-Name: Andrea E. Smith-Hunter Author-Name: Joshua Leone Title: EVIDENCE ON THE CHARACTERISTICS OF WOMEN ENTREPRENEURS IN BRAZIL: AN EMPIRICAL ANALYSIS Abstract: Interest in women entrepreneurs from various backgrounds and perspectives have led to increased publication in the literature about women entrepreneur issues. However many questions remain unanswered. This article aims to answer some of these questions by providing another perspective on women entrepreneurs. Specifically this study examines women entrepreneurs from Brasil, using a sample across racial lines. The article examines the characteristics of women entrepreneurs across three key categories: human capital, network structures as well as financial capital. The impact of various factors on the economic success of the women entrepreneurs is also analyzed. Classification-JEL: M12: M13; M21 Keywords: International Business Administration, New Firms, Start ups, Business Economics Journal: International Journal of Management and Marketing Research Pages: 85-102 Volume:3 Issue: 1 Year: 2010 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v3n1-2010/IJMMR-V3N1-2010-6.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:3:y:2010:i:1:p:85-102 Template-Type: ReDIF-Article 1.0 Author-Name: Janet Chew Title: FACTORS THAT SHAPE THE HUMAN RESOURCE ARCHITECTURE IN THE AUSTRALIAN BUSINESS ENVIRONMENT: THE DELPHI TECHNIQUE Abstract: A model of human resource architecture is a framework by which to distinguish employees in order to design human resource support processes. Organizations engaging in multiple sourcing modes are likely to require distinct configurations of human resource practices that facilitate the utilization and deployment of human capital for each separate employment mode. This paper applied the theoretical American human resource architecture model developed by Lepak and Snell (1999) into the Australian business environment. The Lepak and Snell model proposed that within organizations, considerable variance exists with regard to both the uniqueness and value of skills. Juxtaposing these two dimensions, they built a (2 x 2) matrix describing different combinations with their corresponding employment relationships and human resource systems. Using the Delphi Technique, this study was able to identify five key factors in the Australian business environment that were not present in the American model. They included 1) strategic focus of the organization, 2) organizational structure, 3) competitiveness of the industry, 4) type of industry and the type of worker included in the organization. Classification-JEL: M12 Keywords: core employees, contingent workers, human resource architecture, job security, Delphi technique, contractors, tacit knowledge. Journal: International Journal of Management and Marketing Research Pages: 103-111 Volume:3 Issue: 1 Year: 2010 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v3n1-2010/IJMMR-V3N1-2010-7.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:3:y:2010:i:1:p:103-111