Culture, the missing link in value creation and governance in knowledge‐intensive institutions?

Millar, Carla; Peters, Kai; Millar, Paul

doi:10.1002/pa.1702

Cited by 5 publications

(4 citation statements)

References 33 publications

(29 reference statements)

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“…The main contribution of this study is to empirically examine the impacts of cultural attitudes and behaviors of civil servants on citizens' satisfaction with public services and to test the cultural variables that have a stronger impact on citizen's satisfaction. The findings are in line with the argument that cultural traits in public and private organizations influence quality services, customers' satisfaction, and accountability (Chang & Lin, 2015; Eskiler et al, 2016; Gaus et al, 2017; Hernandez, 2008; Millar et al, 2018; Zhuang & Everett, 2017). As the relationship between Javanese culture and citizens' satisfaction is scarcely investigated, this study can provide a new direction for the reform of Indonesian public services.…”

Section: Discussionsupporting

confidence: 86%

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Impacts of cultural behavior of civil servants on citizens' satisfaction: A survey on licensing services of Indonesian local government agencies

Pribadi

Kim

2021

Journal of Public Affairs

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A low-level of citizens' satisfaction with public services is one of the central issues in developing countries, including Indonesia. Attempts have been made to investigate factors influencing the quality of public services and citizens' satisfaction, as have been explored by scholars with such concepts as "customer orientation" and "customer satisfaction." What has received relatively less attention in this pursuit of customer satisfaction is a cultural dimension, namely how cultural traits of service providers and receivers impact on the mode of interactions and the degree of satisfaction. This study aims to explore whether local culture has positive impacts on the ways public services are evaluated and received by citizens or not. The type of the study is quantitative research. The total sample numbered is 381 from those who obtained public services. This study applied the correlation and linear regression analysis. The findings of the research undertaken in Indonesia, demonstrate that the cultural behavior of civil servants brings positive impacts on citizens' satisfaction. It is proposed that the reform programs for enhancing the quality of civil servants should pay attention to cultural aspects, which are crucial in determining how government services are perceived and appraised.

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Section: Discussionsupporting

confidence: 86%

“…Sector businesses and citizens can commend local government policies and public services in the event of cultural change (Zhuang & Everett, 2017). Culture and values can encourage knowledge-intensive services (Millar et al, 2018).…”

mentioning

confidence: 99%

Impacts of cultural behavior of civil servants on citizens' satisfaction: A survey on licensing services of Indonesian local government agencies

Pribadi

Kim

2021

Journal of Public Affairs

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“…Thus, the management needs to facilitate the critical factors of KSB among the members of HLIs to implement a knowledge-sharing culture. Researchers have proven that workplace environment may optimise the intensity of KSB among the staff, which is one of the critical success factors for creating value for institutions (Millar et al , 2018; Hussinki et al , 2017).…”

Section: Introductionmentioning

confidence: 99%

An integrated understanding of academics knowledge sharing behaviour

Rahman

Fattah²,

Hassan

et al. 2020

GKMC

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Purpose The purpose of this study is to examine the underlying functions of sense of spirituality (SS), emotional intelligence (EI) and perceived work environment (PWE) towards knowledge sharing behaviour (KSB) among the academic staff of higher learning institutions (HLIs) through a comparative investigation. This study extends the investigation by examining the relationship between SS and KSB through the mediating role of EI. The moderating role of PWE between SS and KSB was also tested. Design/methodology/approach The sample comprised 300 responses from 150 Bangladeshi and 150 Malaysian academic staff of public and private HLIs. Convenient sampling tools were used. Structural equation modelling (SEM) was used to analyse the proposed model and hypotheses. The study explains the differences and similarities in KSB practices concerning SS, EI and PWE of the academic staff from the two countries’ HLIs. Findings The results support the direct positive effects of SS on KSB. The two data sets also support the indirect effects of SS on KSB through the mediation of EI. However, the results indicate that SS only promoted KSB among individuals with high levels of PWE in their respective institutions. For individuals with low levels of PWE, SS did not affect KSB. Practical implications The management of HLIs should engage their experiences and those of newly hired academic staff in the KSB process. However, in facilitating KSB culture among the academic staff, HLIs need to foster the staff’s SS, which ultimately improvises the EI to strongly influence KSB. The management of HLIs understands that SS may be inefficient in promoting KSB among employees with low PWE. Authorities of HLIs need to facilitate a quality work environment to enhance the association between SS and KSB. Originality/value This study is one of the initial attempts to investigate KSB by considering SS, EI and PWE in the context of Bangladesh and Malaysia HLIs. The findings of the study can serve as inputs to HLIs in developing best practices across KSB dimensions and improving academic staff performance.

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“…Numerous researchers argue that workplace requires KSBC among the employees, and is one of the key success factors for creating value in the market through the front-level executives (i.e. sales executives) (Millar et al , 2018; Hussinki et al , 2017; Ismail Al-Alawi et al , 2007; Yew Wong, 2005; Cummings and Teng, 2003; Ipe, 2003). Knowledge sharing is a fledgling concept among the local and international firms and is widely implemented across the organisational member, which has become an important management practice in manufacturing and service-intensive industries (Al-Kurdi et al , 2018; Rahman et al , 2017; Cheng et al , 2009; Voelpel and Han, 2005).…”

Section: Introductionmentioning

confidence: 99%

Optimisation of knowledge sharing behaviour capability among sales executives: application of SEM and fsQCA

Rahman

Hussain

Hassan

et al. 2020

VJIKMS

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Purpose This study aims to empirically investigate the effects of supportive, innovative and information technology (IT)-driven organisational culture on the optimisation of knowledge-sharing behaviour capability (KSBC) among sales executives. The authors propose that such effects are mediated by the sense of well-being (SWB) and IT-driven absorptive capacity (ITAC) among sales executives. Design/methodology/approach A conceptual model was developed. Survey data were based on a sample of 323 sales executives of different manufacturing and service-intensive (i.e. business to consumers) firms. The data analyses were conducted by structural equation modelling (SEM) and fuzzy-set qualitative comparative analysis (fsQCA) methods. Findings Results from SEM support all the direct relationships. Supportive and innovative organisational culture has a significant and positive influence on the optimisation of KSBC among sales executives, and these effects are mediated by their SWB. Moreover, the ITAC of sales executives mediated the relationships between IT-driven organisational culture and optimisation of KSBC among them. Results from fsQCA with the same data show that ITAC and SWB among sales executives are necessary conditions for the optimisation of KSBC. In addition, ten combinations of these variables were explored, where three sufficient conditions significantly influenced the outcome variable. Research limitations/implications This study is cross-sectional in nature and is conducted among sales executives by combining the data from manufacturing and service-intensive firms. To examine the proposed model, this study can be supplemented by future research using a longitudinal data collection method separately. Practical implications This research shows an effective role to optimise KSBC among sales executives in the field of knowledge management practice literature. Supportive, innovative and harmonious culture, IT-driven communication platform and well-established IT learning plans implemented by the firms can sophisticate to optimise KSBC among sales executives. Originality/value To the best of the authors’ knowledge, this research is a pioneer study conducted to explain the KSBC among sales executives by using mixed methods research. This research discusses the antecedent of knowledge-sharing capability among sales executives from the viewpoint of sales executive’s psychology and identifies the different roles of SWB and ITAC on individual’s KSBC.

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Culture, the missing link in value creation and governance in knowledge‐intensive institutions?

Cited by 5 publications

References 33 publications

Impacts of cultural behavior of civil servants on citizens' satisfaction: A survey on licensing services of Indonesian local government agencies

Impacts of cultural behavior of civil servants on citizens' satisfaction: A survey on licensing services of Indonesian local government agencies

An integrated understanding of academics knowledge sharing behaviour

Optimisation of knowledge sharing behaviour capability among sales executives: application of SEM and fsQCA

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