The service sector in general has become far more important in recent decades. This development can also be seen with respect to services in the investment goods industry or in the so called provision of industrial services. This paper raises the issue that industrial services are the main growth driver of today's economies and have a major potential for companies to increase their revenues. After the introduction and a short definition of services and service systems the paper will clarify the importance of industrial services on a theoretical basis. The paper aims to enhance the service systems model to broaden the understanding of the development of service innovations in the investment goods industry. The service systems approach will be used to discuss the influences on the development of service innovations on a theoretical basis.

In this examination of New Zealand entrepreneurship in the period 1840 to 1990, we document the origins of New Zealand entrepreneurs, and explore the differences between New Zealand, UK, and United States entrepreneurial history. Historical data is further analysed to depict the rise of alternative entrepreneurial growth strategies and the evolution of industry and financing structures, unique to the New Zealand business environment.

While studies on alliances have been substantial in the international business literature, much is still unexplored in understanding what alliance performance really is and how superior alliance performance is facilitated (Das & Teng 2003). Drawing from research on alliances, we develop a theoretical framework to examine alliance performance by integrating a partner analysis approach, focusing on alliance trust, alliance partners' social capital, and knowledge development from alliance relationships. We consider the level of mutual trust between alliance partners to be the precursor to such relationship (Das & Teng 1998). Trust, we argue, subsequently builds and enhances the partners' social capital. Two types of social capital are considered in this article: internal social capital and external social capital. In developing our framework, we further subscribe to the notion that knowledge is a contributing factor to superior alliance performance, and consider how such relationships influence the development of partners' knowledge in terms of the development in the tacit firm-specific and the more explicit market-specific knowledge. Key managerial implications and suggestions for future research are discussed.

This article evaluates the impact of academic research in management and business on a sample of the leaders of Australia's largest companies and public sector organizations. The data from a questionnaire survey conducted in 2005 indicate that the impact of the collective research outputs of business/management academics on senior private and public sector leaders is almost non-existent. The implications of these findings for the conduct of research in business and management in the future are evaluated, as well as the emerging challenges we face from new non-university research and business/management education providers. The broader consequences of a possible paradigm shift from a largely academic research/teaching orientation, towards a more explicitly professional and business/industry orientation are discussed towards the end of the article.

This paper presents a suggested framework for future research designs to examine the benefits of entrepreneurship, both non-financial and financial. Based on a review of the literature and using contextual exemplars throughout the paper with an Australia and New Zealand focus, we identify a range of benefits from entrepreneurship at the various levels of analysis (e.g. individual, organizational, national). From a non-financial perspective such benefits include independence, autonomy, competitive advantage, increased market share, employment and increased standards of living. From a financial perspective, entrepreneurships benefits include enhanced remuneration or rent from revenue, profits, cash flow, return on investment and increases in GDP – specific financial measures to be expressed in clear financial terms. The suggested framework represents both an initial step towards the measurement of entrepreneurships financial benefits and a valuable starting point for the development of a theory of the non-financial and financial benefits of entrepreneurship.

This study explores attitudes towards employability among a small group of individuals who were in career transition as a result of taking voluntary redundancy. Contemporary models of career suggest that much of the responsibility for career and employability has been transferred from the organisation to the individual. This study indicated that, in general, mid-career individuals were yet to recognise this transfer and to take ownership of their employability. When moving from a stable career within a paternalistic organisation to an uncertain job market they were unsure what they had to offer an employer, how to approach job search or how to market their skills and experience. The majority did make a successful career transition but more in the absence of, rather than because of, individual career management strategies.

The double-bind hypothesis proposes that gender-based stereotypes of emotion expression exist, which effect how males and females are evaluated. Using videotapes depicting transactions between male/female employees and customers, the current study examined whether the double-bind hypothesis occurs within a service context. Participants (N = 141) who viewed a male and female service employee expressing friendly or non-friendly emotion evaluated the employees and rated their sincerity. Results provided partial support for the double-bind hypothesis. When service employees failed to express friendly emotion, the female was more negatively evaluated. However, evaluations and ratings of sincerity were not significantly different when both genders expressed friendly emotion. These findings suggest that employees occupy both work and gender roles, and expectations of each role will influence how their emotional expressions are evaluated. Gender of participants also effected service evaluations. Consistent with prior research, females focus more on the relational aspect of service than do males.

Research on entrepreneurship focuses predominantly on success which ignores the high failure rate of new ventures and precludes a holistic view of the entrepreneurial process. The current study addresses failure by asking three research questions: how do entrepreneurs experience failure, how do they cope with it, and what do they learn from it? Rich interview data is analyzed using multiple frameworks from the literature. Findings suggest that more coping and learning occurs in the economic aspect of failed entrepreneurs' lives in comparison to the social, psychological and physiological aspects. Findings also provide a proposition for testing in future research: Type of coping engaged in by failing entrepreneurs is related to the kind of learning experienced through failure.

The paper used a social exchange lens to explore the impact of the quality of the relationship between supervisors and service employees on individual and organisational outcomes. The findings provide further evidence that the quality of the relationship between supervisors and service employees is a significant factor - in this case explaining almost half of the reasons as to why employees accepted or rejected organisational changes. Using the social exchange lens, the theory argues that the same characteristics evident in high quality leader–member exchange (LMX) relationships (effective levels of information, feedback and respect) are also likely to provide the ideal conditions for employees' to address their fears and answer their questions about potential organisational changes. As a result, service employees are more likely to accept the organisational changes. In addition, this study suggests that approximately half of job productivity and satisfaction is affected by the way LMX firstly affects employees' satisfaction with organisational communication processes, and secondly, their acceptance of organisational changes within SMEs.

The emotional intelligence construct is still the focus of substantial controversy. In this paper we contribute to the current debate regarding the factors that comprise the emotional intelligence construct. While some authors argue that emotional intelligence consists of a number of social and emotional competencies including self-motivation (Goleman 1995; 1998), others maintain emotional intelligence abilities are restricted to abilities that directly link emotions to cognition (Mayer & Salovey 1997). This latter view does not include motivation as a factor, but acknowledges it as a separate, related function. We conducted an empirical study to test these two different conceptualisations. One hundred and thirteen individuals completed measures of emotional intelligence and McClelland's (1987) three motivational needs. Structural equation analyses clearly supported Mayer and Salovey's (1997) conceptualisation that motivation is a factor related to emotional intelligence but is not a component part of the emotional intelligence construct. Implications are discussed.

The idea that organizations need to adopt structures and practices that facilitate ‘creativity’ has become a central theme in theories of managing organisational innovation and success. This idea has been deployed in organisational theory, HRM, marketing and other domains of organization studies. For many theorists and practitioners in this area, organisational creativity is something to be distilled and managed as an element of organisational performance.

We argue, however, that this process of appropriation from the creative arts is subject to a number of problematic transitions. Our starting point is the notion of creativity itself. Within the creative arts, the question of what constitutes creativity and its relationship to artistic practice is subject to considerable debate. This debate centres on the question of whether creativity represents an essentialist and inexplicable (even spiritual) component of artistic practice or whether creativity is a trait of work and cannot be attributed as a unique aspect of art.

However it is defined, we argue that the notion of ‘creativity in business’ conveniently ignores essential elements of what constitutes creativity. In the process of being appropriated from the arts, the concept of creativity, we argue, has been ‘hollowed out’ and refashioned to suit the structures of organization as institution, and its needs as a business organization. This appropriated view of creativity has, in turn, been imposed on arts organisations, which are impelled to see themselves as ‘creative businesses’. In both cases, the mantra of creativity provides nothing more than a means to control individuals and provide them with a false hope that contributing to the success of business will provide a means to self fulfilment.

This paper provides a better understanding of the motivational incentives driving franchising choice from the female franchisee's perspective. A qualitative methodology was adopted in this research to gain a clearer picture of the salient issues influencing female entrepreneurs' evaluations of alternative business models when making the self-employment decision. A sample of 14 female franchisees and 12 female independent business owners was interviewed to gather data on the reasons supporting a woman's initial decision to enter self-employment. Major contrasts have been identified between female franchisees and independent business owners suggesting that franchisors need to re-design their selection strategies and communication methods to promote female participation, sustain system wide growth and add creative diversity in franchise systems that have limited growth potential due to the lack suitable franchisees.

Successful buyer/seller relationships have become recognised as essential for firms to remain competitive in the marketplace. Today's business climate encourages firms to not just compete on product or service attributes, but also on their ability to differentiate themselves from other firms. Supply chains provide firms this point of differentiation ensuring firms better competitive positioning as a result of being able to leverage themselves on the strengths of the supply chain, not just on the individual strengths of the firm. However, to maintain an effective role as a participant in a supply chain, firms must be able to develop and maintain cooperative relationships with other firms. In order to develop these relationships, firms need to be able to distinguish between different levels of relationship and be able to understand which relationships are worth developing further and which ones are not.

Whilst supply chain literature acknowledges firm progression from transactional to relational exchange, there is less agreement of the number of levels of both buyer/seller relationships in this theoretical continuum. This article proposes a theoretical continuum of relationship levels based on cross discipline literature and identifies objective classification criteria for relationship levels from both the buyer and the seller. Economic, behavioural and relational research is collectively used to explain the complexity of the ever evolving nature of inter-firm relationships. The article concludes by establishing a research model that proposes these levels of relationships are identifiable for both the buyer and the seller.

This research provides a better understanding of the factors driving the choice of governance structures and human resource management (HRM) practices within services franchising arrangements. A qualitative multiple case study approach was favoured so as to obtain a clearer picture of the main issues and parameters. Nineteen franchisors using predominantly pure franchising, predominantly pure company-owned, plural, and predominantly multiple unit growth strategies were interviewed. Major contrasts have been identified, suggesting that system size, industry maturity and the nature of market demand impacts upon the choice of system governance structure. Generally, less mature and smaller networks rely upon predominantly single unit franchising strategies and less sophisticated HRM practices to foster local market innovation, build brand value and support rapid unit growth, while predominantly company owned strategies are favoured in environments of low competition and minimal demand uncertainty. In comparison, more mature systems use hybridised franchising forms and sophisticated HRM strategies to accommodate the competing demands of local market innovation, systemwide adaptation and system uniformity.

While there is extensive management and academic literature on the topic area of high performance management internationally, research on high performance management practices in the Australian context is limited. Furthermore, research on high performance management practices has focused predominantly on large organisations and is largely a new direction for research in SMEs. This study attempts to fill some of the gaps in existing studies by considering a wide range of high performance management practices in Australian SMEs. Owing to the dearth of national data on high performance management in Australian SMEs, the results of this study are used to determine whether there is any evidence of a ‘high performing’ scenario in relation to management practices in Australian SMEs. The results, reporting a national study (N = 1435) on employee management in Australian SMEs, reveal a moderate take-up of high performance management practices. The findings by themselves do not support a ‘high’ performing scenario in relation to management practices in SMEs; however the low application of participative practices in the context of low unionization, and a low incidence of collective relations, indicates that many SMEs need a makeover if they are to meet the demands of competition. It is evident from the findings in this study that high performance practices in SMEs stand to benefit from modernisation and improvement.