textPrior studies have emphasized that structural attributes are crucial to simultaneously pursuing exploration and exploitation, yet our understanding of antecedents of ambidexterity is still limited. Structural differentiation can help ambidextrous organizations to maintain multiple inconsistent and conflicting demands; however, differentiated exploratory and exploitative activities need to mobilized, coordinated, integrated, and applied. Based on this idea, we delineate formal and informal senior team integration mechanisms (i.e. contingency rewards and social integration) and formal and informal organizational integration mechanisms (i.e. cross-functional interfaces and connectedness) and examine how they mediate the relationship between structural differentiation and ambidexterity. Overall, our findings suggest that the previously asserted direct effect of structural differentiation on ambidexterity operates through informal senior team (i.e. senior team social integration) and formal organizational (i.e. cross-functional interfaces) integration mechanisms. Through this richer explanation and empirical assessment, we contribute to a greater clarity and better understanding of how organizations may effectively pursue exploration and exploitation simultaneously to achieve ambidexterity.

/pdf/structural-differentiation-and-ambidexterity-the-mediating-4tfwksgx8f.pdf

Structural Differentiation and Ambidexterity: The Mediating Role of Integration Mechanisms

Mission Critical: Realizing the Promise of Enterprise Systems

Purpose – To review the academic literature on customer relationship management (CRM), provide a comprehensive bibliography and propose a method of classifying that literature.Design/methodology/approach – A range of online databases were searched to provide a comprehensive listing of journal articles on CRM. Six hundred articles were identified and reviewed for their direct relevance to CRM. Two hundred and five articles were subsequently selected. Each of these articles was further reviewed and classified. The review and classification process was independently verified. All papers were allocated to the main and sub‐categories based on the major focus of each paper.Findings – Papers and research on CRM falls into five broad categories (CRM – General, Marketing, Sales, Service and Support, and IT and IS) and a further 34 sub‐categories. The most popular areas covered by the papers lay in the sub‐category of CRM management, planning and strategy; and CRM general, concept, and study followed by papers in s...

Customer relationship management research (1992‐2002): An academic literature review and classification

This chapter is concerned with the ways in which organizational structure can act as a means of influencing and controlling the behaviour of the individuals who work within it. This is the subject matter of organizational theory, so the first part of the chapter reviews its development. It is found that no coherent overall theory of organizational design exists, rather organizational theory consists of a series of different yet related insights which have emerged over a period of several decades.

The design of organizations

Serious Games (SGs) are gaining an ever increasing interest for education and traning. Exploiting the latest simulation and visualization technologies, SGs are able to contextualize the player’s experience in challenging, realistic environments, supporting situated cognition. However, we still miss methods and tools for effectively and deeply infusing pedagogy and instruction inside digital games. After presenting an overview of the state of the art of the SG taxonomies, the paper introduces the pedagogical theories and models most relevant to SGs and their implications on SG design.  We also present a schema for a proper integration of games in education, supporting different goals in different steps of a formal education process. By analyzing a set of well-established SGs and formats, the paper presents the main mechanics and models that are being used in SG designs, with a particular focus on assessment, feedback and learning analytics. An overview of tools and models for SG design is also presented. Finally, based on the performed analysis, indications for future research in the field are provided.

Serious Games for education and training

1 The Theoretical Framework of CRM.- 2 CRM Project Organization in the Financial Industry.- 3 The Organization of Data Warehouse Activities.- 4 Organization of Knowledge Discovery and Customer Insight Activities.- 5 Data Mining Techniques.- 6 The Evolution of Customer Relationships and Customer Value.- 7 Main Benefits and Organizational Impacts of CRM within the Bank.- 8 Data Mining Systems Supporting the Marketing Function: The Experience of Banca Monte dei Paschi di Siena.- 9 Conclusion.- References.

Customer Relationship Management: Organizational and Technological Perspectives

This paper reviews the literature on ambidexterity in service organizations with a specific focus on the banking industry. We identify three key, cross-unit bank processes: governance (bank headquarters), sales (branch processes) and operations (ICT and facilities to support local (branch) and inter-unit (headquarters-to-branch) tasks). We suggest a framework that incorporates three main “reference models”, from an organizational design perspective. Model 1 (exploitative model) applies when the bank's headquarters work to formalize branch sales processes supported by operations processes. Model 2 (exploratory model) applies when the bank's headquarters allows flexibility in branch sales processes and uses operations processes to decentralize tasks. Model 3 (ambidextrous model) applies when a branch incorporates the characteristics of Models 1 and 2 simultaneously. We ground our claims using fieldwork conducted in 2004–2005 that involved a number of major Italian banks. We show that while large organizatio...

Ambidexterity in Service Organizations: Reference Models from the Banking Industry

Angehrn, A. A., Maxwell, K., Luccini, A. M., & Rajola, F. (2009). Designing Effective Collaboration, Learning and Innovation Systems for Education Professionals. International Journal of Knowledge and Learning (IJKL), 5(3).

Designing Effective Collaboration, Learning and Innovation Systems for Education Professionals

This book contains the revised papers of the 3rd International Workshop on Enterprise Applications and Services in the Finance Industry, FinanceCom 2007, held in Montreal, Canada, in December 2007. The volume presents one invited paper on Technology for Trading and 11 contributions, which were selected from 35 submissions. The papers presented in this volume all deal with innovative applications of novel technology such as, e.g. service-oriented architectures or grid computing in banking and finance, and are grouped in sections on Trading Models and Concepts; Banks, IT-Architecture and Settlement; Business Networks and Payment Systems; and Information Risk and Customer Management.

Enterprise Applications and Services in the Finance Industry: 3rd International Workshop, FinanceCom 2007, Montreal, Canada, December 8, 2007, Revised ... Notes in Business Information Processing)

Purpose – This paper aims to investigate how virtual communities of practice (V-CoP) develop in large-scale virtual projects.
 
Design/methodology/approach – A case study of a large-scale ES implementation was conducted in Italy and in the USA.
 
Findings – It was found that management can encourage the formation of V-CoP if, along with the creation of virtual project teams they promote informal interaction between the team members, encourage commitment, and put together “the right mix of people”.
 
Originality/value – Understanding how the technical and the functional communities communicated is meaningful to understand the extent to which different CoP can, virtually, overcome context-specific barriers.

Federico Rajola

Papers

Customer Relationship Management: Organizational and Technological Perspectives

Ambidexterity in Service Organizations: Reference Models from the Banking Industry

Designing Effective Collaboration, Learning and Innovation Systems for Education Professionals

Enterprise Applications and Services in the Finance Industry: 3rd International Workshop, FinanceCom 2007, Montreal, Canada, December 8, 2007, Revised ... Notes in Business Information Processing)

Managing knowledge in large-scale virtual projects: a community-based approach