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Taiwan’s hotel industry was adversely impacted by the COVID-19 pandemic. This study aims to examine the effect of strategic choices by Taiwanese international tourist hotels before and during the pandemic environments.

A data envelopment analysis (DEA)-based Malmquist methodology is used in this study to provide a mechanism to assess Taiwanese hotel strategy performance. Changes in the productivity and performance of Taiwanese international tourist hotels were analyzed in the periods before and during the pandemic to uncover insights useful should a similar crisis occur in the future. Panel data were obtained from the annual report of international tourist hotels published by the Taiwan Tourism Bureau from 2017–2020. Two groups of hotels were analyzed in this study: city hotels and scenic hotels.

The findings of this study reveal that chain hotels tended to perform better than independent hotels in both city and scenic areas during the global pandemic. Specifically, the crisis caused a substantial decline in productivity and profitability for international tourist hotels in Taipei City during the COVID-19 period. Compared to city hotels, findings also indicate that most international tourist hotels in scenic areas were able to maintain better productivity, including larger-sized scenic hotels.

The DEA-based analysis provides unique and valuable insights for hotel firm leaders on how to better identify and make strategic choices when responding to future crises.

This research fills a gap in process science by defining and explaining entropy and the increase of entropy in processes.

This is a theoretical treatment that begins with a conceptual understanding of entropy in thermodynamics and information theory and extends it to the study of degradation and improvement in a transformation process.

A transformation process with three inputs: demand volume, throughput and product design, utilizes a system composed of processors, stores, configuration, human actors, stored data and controllers to provide a product. Elements of the system are aligned with the inputs and each other with a purpose to raise standard of living. Lack of alignment is entropy. Primary causes of increased entropy are changes in inputs and disordering of the system components. Secondary causes result from changes made to cope with the primary causes. Improvement and innovation reduce entropy by providing better alignments and new ways of aligning resources.

This is the first detailed theoretical treatment of entropy in a process science context.

The purpose of this paper is to examine to what extent, and in what ways, various types of bank support improve small and medium-sized enterprise (SME) export performance. It contributes to bank marketing and international marketing theory and practice by clarifying bank contributions to SME export performance at the firm level.

The study method is an on-site survey, encompassing 135 manufacturing Swedish SMEs. Five hypotheses are tested using ordinary least squares regression.

The higher the export performance, the greater the importance attributed to bank funding of international business. The importance of transaction and/or currency services provided by banks for SMEs’ ability to do business abroad was confirmed, but with the important limitation that the effect diminishes as the number of markets increases. Furthermore, the results indicate that SMEs with low export performance attach a high importance to the advisory services that banks can offer regarding international business. No significant results for knowledge sharing or support from bank contacts were found.

SME managers are encouraged to view banks as potential providers of a diverse set of value-added resources while taking into consideration that some banks will have more developed resources and support policies than others. The study results also assist banks in building effective strategies for enhancing their relationships with SME clients, as it provides detailed information on how SMEs relate different kinds of bank services to their export performance.

As the first paper to describe SME-perceived relationships between different bank services and export performance, this study informs bank marketing and international marketing theory about bank contributions to SME internationalisation.

The purpose of this paper is to provide a systematic and updated assessment of studies on key exporting stimuli for small and medium enterprises (SMEs) and to propose a research agenda on this topic.

The authors develop a review of empirical articles on SMEs’ exporting stimuli and outline future research directions based on key emerging drivers.

Research on SMEs’ exporting drivers focuses mainly on human resources’ competences, skills and subjective characteristics and on the role of relevant network actors (customers, intermediaries).

This paper provides an original contribution with regard to updating the framework on export drivers by Leonidou et al. (2007), highlighting an emerging research perspective based on internal/external network dimensions and proposing future research directions on internal individual and organisational actors and on new external network actors.

The purpose of this paper is to understand the process by which piggybacking partners attempt to overcome the challenges of interfirm diversity when entering foreign markets.

The authors present a longitudinal case study following the collaboration between a rider (a small software developer) and carrier (a global player in software solution distribution) as a means of co-creating value for global customers in the pharmaceutical industry.

The authors find that despite differential size and incongruent organizational cultures, top managers were still initially able to facilitate collaboration through various knowledge-sharing initiatives, but that these efforts were subsequently undermined by middle managers (due to misaligned incentives), which prevented both parties from reaping the gains of piggybacking on global markets.

The findings have a number of implications for academics and practitioners alike. Theoretical implications include treating piggybacking as a special case of indirect exporting with particular challenges for knowledge exchange and trust building.

The authors offer managerial implications for reconciling divergent organizational cultures, partner selection and incentive alignment.

This appears to be the first paper to empirically assess the viability of piggybacking as a foreign entry mode by examining the crucial processes of knowledge sharing and trust development within piggybacking arrangements.

The purpose of this paper is to develop a systematic method for practitioners (owners, operators, designers, and performers) to identify pathologies (aberrations from healthy system function) in complex systems.

A range of published works, which aim to provide practical and theoretical underpinnings on pathologies, were critiqued with respect to method development. A systematic method with five phases was then developed to help identify and assess existence of pathologies as conditions that negatively impact system performance.

There is a range of pathological conditions and factors that affect organizational (system) performance. However, there is a lack of supporting methods that can guide practitioners in identification of pathologies that exist in systems under their purview.

The developed method is based on functional aspects of system viability as established in management cybernetics. Management cybernetics articulates functions that must be performed for continued viability of complex organizations. Therefore, the developed method supports practitioners in their responsibilities to effectively identify pathologies and develop corresponding remedies.

The proposed approach articulates a repeatable approach by which an analyst can interact with a system of interest in order to identify, assess existence of, and prioritize pathologies. This research introduces an opportunity to develop sets of feasible and purposeful responses to pathologies.

This paper fulfills an identified need to provide practitioners with an advanced systems thinking-based approach to identify deep systemic issues (pathologies) as an essential step in improving performance of an organization (system).

Florence Nightingale has long been known for her contributions to the nursing field, but her pioneering work in quality management has gone virtually undiscussed. This paper addresses the significant contributions of Nightingale to the field of quality management.

The paper begins with a brief biographical background and then discusses her work during the Crimean War. Florence's approach to addressing service quality issues and her use of statistical methods are detailed. The paper then extends to her work following the Crimean War and concludes with an interesting comparative commentary relating Florence Nightingale to Dr W. Edwards Deming. Quotes from Florence's writings are interjected liberally throughout.

This paper brings a new historical perspective to the field of quality management and reveals a nineteenth century apostle of quality. The current alarm regarding quality in health care practice bears more than a fleeting resemblance to Florence Nightingale's world, 150 years ago.

While many hospitals have already experimented with some kind of quality program based on Deming's ideas, the call is out afresh to analyze processes and eliminate mistakes and other quality problems.

This historical paper provides the reader with a unique perspective on Florence Nightingale's well deserved place in quality history and the relevance of her philosophies for today.

Small- and medium-sized enterprises (SMEs) generally make a crucial contribution to local and national economies. As the market has become increasingly globalised over the past two decades, SMEs often feel the need and/or push to internationalise their business activities. It is in this need that several barriers and challenges are perceived by SMEs, since these companies generally have different characteristics and resources compared to large multinational enterprises (MNEs). Accordingly, given that the literature on internationalisation is rather extensive and relatively fragmented, this study seeks to systematically understand the scientific structure of research on the internationalisation of SMEs, and how it is organised.

The authors used a bibliometric approach and data co-citation to identify and systematise the scientific publications, intellectual structures and research trends related to SME internationalisation.

The study research reveals five approaches that theoretically support the internationalisation processes of SMEs: (1) internationalisation and networks; (2) internationalisation and venture capital; (3) internationalisation and intrinsic characteristics; (4) internationalisation and transactional costs; and (5) internationalisation and firm resources and capabilities.

This study has important implications for academics and practitioners who are likely to benefit from a holistic understanding of the different aspects of SME internationalisation.

Drawing on organizational learning and dynamic capabilities literature, this study aims to explore how suppliers from traditional emerging economies (STEE) can acquire, assimilate and use new knowledge essential for the development of production and marketing capabilities. These capabilities then facilitate suppliers in climbing the value chain from B-to-B to B-to-C.

The study adopted a longitudinal and multiple case study design to examine the practices of suppliers operating in a traditional emerging economy setting. This study selected Pakistan textile industry as an empirical setting, which is a predominantly supplier market for global buyers. Data sources entail semi-structured interviews with top executives and senior-level managers in four case firms and secondary data obtained from diverse sources.

The study identified transitionary phases of capabilities development that are facilitated by boundary-spanning knowledge acquisition and transformation in a dynamic manner. These capabilities are essential for a supplier’s entry into downstream international markets (i.e. launching its own products/brands in the end consumers’ market).

The findings could help managers in STEEs to understand the strategic importance of supply chain ties in their learning and capabilities development. It also provides strategic insights on what, how and why involved parties do engage over an extended period of time. Moreover, the findings of this study could help other firms to know and adopt the right type of technology(s) and systems that can help them reduce the technological gap in producing and marketing market-winning products.

This study advances the recent academic discussion that focusses on learning by supplying and the value-chain movement of suppliers (i.e. B-to-C) from their B-to-B engagements. The findings identified the vital and beneficial role of long-term relationships with global value chain partners in learning and capabilities development that led to value creation in the traditional emerging economy.

This study aims to focus on the subcontracting relationship between small and medium-sized enterprises (SMEs) and business group buyers and analyze the effect of the level of buyer dependency on R&D intensity. The primary prediction is that buyer dependency and R&D intensity have a non-linear relationship, showing an inverted U-shaped relationship. Furthermore, the moderating effect of founder CEOs and internationalization is explored.

A sample of 546 firm-level survey responses were collected from Korean subcontracting SMEs provided by the Ministry of SMEs and Startups and the Korea Venture Business Association.

A lower level of dependency on business group buyers promotes R&D investment, while excessive dependence reduces R&D investment. Moreover, founder CEOs and internationalization decrease the effect of buyer dependency on R&D investment, implying that both firm characteristics are associated with a long-term focus and promote R&D investment.

This research contributes to the literature on the special form of the buyer–supplier relationship, that is, subcontracting. Subcontracting has a contradictory effect on R&D investment based on large group buyer dependency, and this relationship is moderated by the founder CEO and internationalization.

This study provides insights to managers and practitioners governing SME subcontracting by showing that the level of buyer dependency is better managed in promoting innovation, and the long-term perspective allows SMEs to be less affected by buyer dependency.

This study extends the literature by focusing on the non-linear relationship between buyer dependency and R&D intensity of subcontracting SMEs. This approach addresses the contradicting results suggested by prior supply chain management literature and suggests that the level of buyer dependency should be considered when analyzing the subcontracting relationship.