Non-financial Outcomes Research Articles

The Impact of the Pay-What-You-Want Pricing Experience on Customer Behavior: Focus on Willingness to Participate in Value Co-Creation

While Pay-What-You-Want (PWYW) gives customers pricing control, prior research has primarily emphasized its financial aspects, leaving its impact on non-financial outcomes, such as post-PWYW customer behavior, largely unexplored. In particular, the non-financial effects of PWYW have not been fully examined after controlling for the effects of increased self-efficacy due to pre-payment service use. We hypothesized that customers with higher self-efficacy due to service use and larger payments in PWYW will demonstrate a stronger willingness to participate in value co-creation. Results of online experiments using a hypothetical scenario centered on new-age music confirmed the hypothesis. This study broadens the scope of PWYW studies in two significant ways. First, it suggests that power derived from service experience and confidence should be distinguished from that derived from pricing mechanisms. Controlling for changes in power derived from service use accurately determines the relationship between PWYW and power. Second, this approach explores non-financial outcomes, particularly the influence of the PWYW experience on customers’ willingness to participate in value co-creation, and provides empirical evidence. Additionally, we provide practical insights for companies considering PWYW adoption, emphasizing the influence of the PWYW experience on customer–provider relations.

Non-profit organisations in the digital age: A research agenda for supporting the development of a digital transformation strategy

Digital transformation (DT) research is moving to new frontiers of investigation, exploring the nexus between multi-scale and multi-level stimuli and effects. This article contributes to the literature examining how DT phenomena affect multiple and connected ecosystems among industries, governments, economies, and societies. Identifying DT outcomes in a given context includes considering the organisations’ unequal development and digital presence. Non-profit organisations (NPOs) are flagships of a unique organisational nature based on non-distributional constraints and the primacy of nonfinancial outcomes. Assuming DT as a process that could improve, transform, or change an entity’s property, this research examines which specific aspects link to DT outcomes in the context of NPOs, investigating preconditions, value-creation structures, and strategic development. The study performs a meta-synthesis by developing a taxonomy of 124 journal articles strictly discussing DT in NPOs to identify objects and characteristics describing the debate. Subsequently, it questions the validity of adopting insights resulting from other organisational forms to study and develop DT strategies for NPOs by comparing two frameworks. This study contributes to the current body of knowledge by suggesting a lens of analysis helpful in assessing the (DT) value-creation structures of NPOs, a research agenda outlining future directions, and recommendations intended to support NPOs’ policymakers and managers in undertaking DT projects.

Comprehensive Board of Commissioner Diversity and Corporate Social Responsibility Disclosure in Indonesia

This study examines the effect of comprehensive board of commissioner diversity (BOC_DIV) and corporate responsibility (CSR) disclosure for listed companies in Indonesia from 2019 – 2020. The implementation of CSR is growing in emerging markets, including Indonesia. In the context of the dual board system in Indonesia, the role of the board of commissioner is vital to address the growing CSR issue through their monitoring and supervising functions. We based our study on Indonesian-listed firms across industries. However, we exclude the financial sector due to different policies. Multiple Regression is employed to investigate the relationship, and the Generalized Method of Moment (GMM) model is executed to identify whether our model falls into the endogeneity problem. The results showed that several Board of Commissioner characteristics (such as size, independence, and gender) are positively associated with CSR disclosure. After testing for the endogeneity problem, the findings remain similar. We examine several dimensions of the board of commissioner diversity on non-financial outcomes, especially CSR disclosure, in the context of developing countries where a dual board system is implemented.

Nonfinancial Outcomes in Family Business Research: A Review and Future Research Agenda

Nonfinancial outcomes (NFOs) are goals, objectives, performance indicators, or other results, effects, and consequences not operationalized in terms of direct monetary value. The most salient NFOs for family businesses represent socioemotional considerations that are unique to the family’s decisions and behaviors; yet there are hundreds of different outcomes that can be classified as nonfinancial, with numerous implications for family and nonfamily businesses. With the objective of advancing knowledge of NFOs, we review 267 articles containing 322 NFOs, synthesize our findings by classifying the NFOs into quadrants, discuss how they are utilized in the extant literature, and suggest future research opportunities.

Prominent Themes and Blind Spots in Diversity and Inclusion Literature: A Bibliometric Analysis

This study aims to examine the development of diversity and inclusion (D&I) literature and identify its prominent themes and blind spots. The research was conducted using bibliometric analysis on the Web of Science database and included 2510 publications. Results showed that the development of D&I literature had increased exponentially since the 1960s, mainly due to different political and societal events. The geographic development showed that research was primarily conducted in developed countries where quotas and other legislation are implemented. The thematic development revealed a stable but narrow focus on diversity management, board diversity, and team diversity, with little attention to inclusion. The keyword analysis strongly emphasized surface-level diversity, such as gender, race, and cultural diversity, while deep-level diversity received less attention. This study concludes that previous D&I literature has mainly focused on the financial effects of D&I and neglected other elements, such as the effects on social performance, its ethical implications, and the relationship between diversity and inclusion. The study recommends future research to expand the interpretation of diversity, examine the relationship between diversity and inclusion, and explore the effects of diversity on non-financial outcomes such as social performance and ethics. This study provides a valuable contribution to the field of business ethics by highlighting the blind spots in D&I literature and encouraging future research to consider the ethical implications of diversity in the workplace.

Promoting Sustainable Food Practices in Food Service Industry: An Empirical Investigation on Saudi Arabian Restaurants

While facing environmental challenges and rising concerns around food security and equitable access to nutritious food, sustainable food practices (SFPs) have emerged as a crucial focus area for the restaurant industry. Hence, this study aims to investigate key drivers of promoting SFPs, including customers’ and stakeholders’ sustainable behaviors, governmental laws and regulations around sustainability, the commitment of restaurants to combat climate change, the financial and non-financial outcomes of adopting SFPs, and restaurants’ values and culture toward sustainability. In addition, it explores the power of promoting these practices in driving restaurants’ economic, environmental, and social performance. To achieve these objectives, an online survey was administered to restaurant owners and top managers interested in implementing these practices. Accordingly, eight hypotheses, which explored the direct relationships between this study’s variables, were tested using PLS-SEM with bootstrapping. Based on 221 valid responses, this study revealed that all proposed paths were significant and aligned with each hypothesis. Notably, sustainable behavior exhibited by customers and stakeholders had the greatest influence on promoting SFPs, followed by the values and culture of restaurants related to sustainability and restaurants’ commitment to combatting climate change. Additionally, promoting SFPs was a crucial predictor for enhancing restaurants’ economic, environmental, and social performance, respectively. Upon these findings, restaurant owners and top managers should build a solid framework for promoting SFPs in their establishments by focusing on these factors, thereby improving their overall economic, environmental, and social performance.

Breaking the glass ceiling: gender equality practices in a Japanese bank

PurposeThis study aims to explore the mechanism of the relationships between financial and non-financial outcomes and gender equality through a case study of a Japanese bank that has consistently pursued gender equality.Design/methodology/approachA single case study was adopted to explore the outcomes of promoting gender equality. Primary data were collected from 12 semi-structured interviews. Data were analysed by rereading and coding the interview responses coded to generate themes.FindingsThrough governance reform in Company A, women have been placed in top management positions and the number of female managers has increased, allowing frontline intentions to be reflected in decision-making. The increased number of female managers has led to a decrease in female turnover, men taking parental leave, improved training of female managers and the recruitment of excellent new graduates. The appropriate allocation of jobs to female managers and employees also meets customer needs and has led to increased sales. Finally, involvement of female employees in product development in male-dominated workplaces brings women’s experiences and perspectives to product development, resulting in the development of products that are favoured by customers.Originality/valueThis study determined the mechanism behind the relationships between financial and non-financial outcomes and gender equality, based on agency, upper echelons, resource dependence, institutional and social role theories. It also contributes to gender equality research methodology by providing compelling qualitative stories of gender equality outcomes to increase a company’s commitment to promoting gender equality.

Knowledge sharing in organization: A systematic review

The main objective of this paper is to bring together scattered literature on knowledge sharing, and analyse them to provide a better understanding of the concept and to suggest emerging directions for future research. The review went through three stages: setting the review protocol, administering the review, and reporting the review. The paper systematically reviewed 110 articles under three research streams: (1) knowledge sharing enablers (2) knowledge sharing processes, and (3) knowledge sharing outcomes. The paper found that little is known about the kind of knowledge that better contributes to develop the competencies required for specific market, there is over-concentration on knowledge sharing enablers than barriers, knowledge sharing process is not linked to the overall firm objective and strategy, and financial outcomes of knowledge sharing has been studied more than nonfinancial outcomes. Based on these findings, organisations have been advised to design knowledge sharing processes in line with their overall business objective, strategy, and resources at their disposal to maximise the benefits of knowledge sharing.

Enhancing Performance and Perceived Justice in Hospitality Organizations: An Integrated Model of Gender Diversity Within Top Management Teams

Prior research has produced conflicting findings regarding the positive outcomes of having gender diversity within top management teams. These studies have not considered the industry-specific context, the incorporation of binary, agender, and transexual traits, and potential non-financial outcomes, which play a role in organizational performance. Therefore, this paper aims to further this research by offering a research framework that is hospitality specific, highlights the benefits of gender diversity, and delineates the impact of gender diversity on firm performance and organizational justice based upon previous research and theories. The authors introduce potential processes and facilitators influencing the relationship between gender diversity, organizational performance, and organizational justice. These mechanisms have the potential to shape strategic changes, influence employee behaviors, increase service levels, and ultimately provide a competitive advantage.

Beyond the nexus family – business: introducing the family business service ecosystem

PurposeExtant family business research focuses on the understanding of value creation through the binary interactions between the family and its business (the family – business nexus). This article addresses this issue by expanding the understanding of value creation beyond the family-business nexus to that of value creation among a wider set of stakeholders (the family business service ecosystem). It recognizes the multi-faceted nature of family businesses and conceptualizes a value creation process through a broader scope of internal and external stakeholders.Design/methodology/approachThis research theoretically connects Business Model Innovation (BMI) and Service dominant logic (SDL) as foundations of an ecosystem approach of value creation established through collaboration, coproduction and co-creation based on Value in Use (ViU). The authors then present the FB Service Ecosystem BM.FindingsThis research generates an overarching model of value creation and integration that reflects and enacts the purpose of the family firm’s project through interactions with ad hoc internal and external actors as possible Third Avenue of value creation, transcending the family versus business paradox. Termed FB Service Ecosystem, this overarching model can be at the forefront of economic, ecological and societal transition, by tacitly transmitting such BMs through their networks of stakeholders. The FB Service Ecosystem is important because it can support the transition of economies and societies based on service, collaboration and meeting multiple stakeholder needs.Originality/valueThis research addresses the dichotomy between financial and non-financial outcomes and between agency and stewardship. It transcends this paradox to offer an inclusive value creation perspective considering a wider set of internal and external stakeholders based on reciprocal service provision and co-creation of mutual value, foundations of service dominant logic, among actors of a service ecosystem federated by and around the family business, termed Family Business Service Ecosystem.

Overcoming Barriers to the Implementation of Integrated Musculoskeletal Pain Management Programs: A Multi-Stakeholder Qualitative Study

Integrated pain management (IPM) programs can help to reduce the substantial population health burden of musculoskeletal pain, but are poorly implemented. Lessons learned from existing programs can inform efforts to expand IPM implementation. This qualitative study describes how health care systems, payers, providers, health policy researchers, and other stakeholders are overcoming barriers to developing and sustaining IPM programs in real-world settings. Primary data were collected February 2020 through September 2021 from a multi-sector expert panel of 25 stakeholders, 53 expert interviews representing 30 distinct IPM programs across the United States, and 4 original case studies of exemplar IPM programs. We use a consensual team-based approach to systematically analyze qualitative findings. We identified 4 major themes around challenges and potential solutions for implementing IPM programs: navigating coverage, payment, and reimbursement; enacting organizational change; making a business case to stakeholders; and overcoming regulatory hurdles. Strategies to address payment challenges included use of group visits, linked visits between billable and nonbillable providers, and development of value-based payment models. Organizational change strategies included engagement of clinical and administrative champions and co-location of services. Business case strategies involved demonstrating the ability to initially break even and potential to reduce downstream costs, while improving nonfinancial outcomes like patient satisfaction and provider burnout. Regulatory hurdles were overcome with innovative credentialing methods by leveraging available waivers and managed care contracting to expand access to IPM services. Lessons from existing programs provide direction on to grow and support such IPM delivery models across a variety of settings. PerspectiveIntegrated pain management (IPM) programs face numerous implementation challenges related to payment, organizational change, care coordination, and regulatory requirements. Drawing on real-world experiences of existing programs and from diverse IPM stakeholders, we outline actionable strategies that health care systems, providers, and payers can use to expand implementation of these programs.

Measuring the effectiveness of digital communication – social media performance: an example of the role played by AI-assisted tools at a university

The aim of the article is to show the role played by AI-powered tools in measuring the effectiveness of digital communication in social media using a university case study. Therefore, a research problem was formulated to identify the metrics (KPIs) used to measure the effectiveness – non-financial outcomes – of digital social media communication at the university using AI tools.The literature review on the role of AI in digital marketing in social media showed that it is used, inter alia, to measure the effectiveness of digital communication – social performance.The importance of KPIs in digital marketing – indicators for measuring non-financial performance – and the presentation of tools used to analyse the effectiveness of social media campaigns were based on a case study of a higher education institution in Poland. With the application of AI tools (such as ContentStudio, HelloWoofy or Sotrender etc.), it is possible to automate analytical processes for KPIs such as reach, engagement, content or customer service, among others, as well as systematic reporting. This, in turn, provides opportunities to systematically monitor and make improvements to the implemented social media marketing communication strategy – to create a kind of Decision Support System (DSS) to support the aforementioned process.The study is introductory and exploratory in nature. It indicates the importance of tools using AI in business practice – using the case study of a university as an example.

Is Tone At The Top Heard By Customers? The Effects on Nonfinancial Outcomes

Is Tone At The Top Heard By Customers? The Effects on Nonfinancial Outcomes

What’s age got to do with it? The effect of board member age diversity: a systematic review

The current research is a systematic review of 54 empirical papers from 1996 to 2022 which aim to investigate whether board member age diversity influences a firm’s financial and non-financial outcomes. Analysis of the extant research reveals board member age diversity to be an inconsistent predictor of both the financial and non-financial performance of a firm. Apart from CSR performance, which was found to more consistently be positively associated with age diversity, most studies included in the review failed to identify age diversity as a significant predictor of firm outcomes, however several positive, negative and curvilinear relationships were found by some studies. The lack of a consistent trend of significant associations may indicate that age diverse boards perform no better or worse than non-diverse boards or, more likely, given the inconsistent pattern of results, this research highlights that there may be other factors, such as team processes or task characteristics, which differentially impact whether age diversity has a positive, negative, curvilinear or no effect on outcomes. The current work is the first to systematically evaluate the available data on board age diversity and provides a clear account of what is known and what is not known about the relationship between board member age diversity and financial and non-financial outcomes. This study offers important insights and practical recommendations to researchers, HRM practitioners and policy makers interested in understanding how board composition factors influence the performance of corporate boards.

The Impact of Top Management Team Composition on Product Recall Risk

Removing faulty products from the market can have major financial and non-financial damages for firms. Nevertheless, it is still unknown how firms can prevent such product recalls. Drawing on the upper echelons theory, stating that firm outcomes are reflections of its top executives, our study examines the impact of top management team composition on the risk of a firm having a product recall for medical devices. Analyzing a large longitudinal dataset of S&P 500 firms, our results indicate that firms have a reduced risk to have a product recall if they have a senior executive that is responsible for operations, i.e., chief operations officer (COO), and increased risk if they have a senior executive responsible for innovation, i.e., chief technology officer (CTO). In addition, we show that the risk of a product recall decreases even further when the COO has a long tenure with the firm. Our findings contribute to theory and practice in several ways: Theoretically, we advance the product recall literature by giving insights about the importance of top management team composition for the likelihood for firms to experience product recalls. Furthermore, we contribute to upper echelons research by showing that functional managers can influence non-financial outcomes. For practitioners, we advance the understanding of the reasons for product recalls and possible prevention strategies.

The Role of Leadership in Generating Financial and Nonfinancial Outcomes at Sports Clubs, from the Perspectives of Club Staff Members

The Role of Leadership in Generating Financial and Nonfinancial Outcomes at Sports Clubs, from the Perspectives of Club Staff Members

Connecting Healthcare with Income Maximisation Services: A Systematic Review on the Health, Wellbeing and Financial Impacts for Families with Young Children.

Financial counselling and income-maximisation services have the potential to reduce financial hardship and its associated burdens on health and wellbeing in High Income Countries. However, referrals to financial counselling services are not systematically integrated into existing health service platforms, thus limiting our ability to identify and link families who might be experiencing financial hardship. Review evidence on this is scarce. The purpose of this study is to review “healthcare-income maximisation” models of care in high-income countries for families of children aged between 0 and 5 years experiencing financial difficulties, and their impacts on family finances and the health and wellbeing of parent(s)/caregiver(s) or children. A systematic review of the MEDLINE, EMBase, PsycInfo, CINAHL, ProQuest, Family & Society Studies Worldwide, Cochrane Library, and Informit Online databases was conducted according to the Preferred Reporting Items for Systemic Reviews and Meta-Analyses (PRISMA) statement. A total of six studies (five unique samples) met inclusion criteria, which reported a total of 11,603 families exposed to a healthcare-income maximisation model. An average annual gain per person of £1661 and £1919 was reported in two studies reporting one Scottish before–after study, whereby health visitors/midwives referred 4805 clients to money advice services. In another UK before–after study, financial counsellors were attached to urban primary healthcare centres and reported an average annual gain per person of £1058. The randomized controlled trial included in the review reported no evidence of impacts on financial or non-financial outcomes, or maternal health outcomes, but did observe small to moderate effects on child health and well-being. Small to moderate benefits were seen in areas relating to child health, preschool education, parenting, child abuse, and early behavioral adjustment. There was a high level of bias in most studies, and insufficient evidence to evaluate the effectiveness of healthcare-income maximisation models of care. Rigorous (RCT-level) studies with clear evaluations are needed to assess efficacy and effectiveness.

The Role of Leadership in Generating Financial and Nonfinancial Outcomes at Sports Clubs, from the Perspectives of Club Staff Members

The Role of Leadership in Generating Financial and Nonfinancial Outcomes at Sports Clubs, from the Perspectives of Club Staff Members

Performance mapping in two-step cluster analysis through ESEG disclosures and EPS

PurposeThe purpose of this work is twofold. First, looks to identify the main homogenous groups of companies after environmental, social, economic and governance (ESEG) disclosures, non-financial statement and earnings per share (EPS), and second investigates the connection between variables.Design/methodology/approachUsing financial and non-financial information from annual reports of private listed companies, the authors performed two-step cluster analysis (TSCA) in the first stage of the research, followed by parametric, nonparametric correlation analysis, as well as regression analysis based on panel data, in the second stage.FindingsResults of TSCA revealed a cluster of companies with good financial and non-financial outcomes and a cluster of companies with poor performance. The performance dynamics showed a slight improvement during the period for few companies and composition analysis of clusters by industries through Kruskal–Wallis test highlighted differences between clusters, only for 2017. The main findings confirm a direct, although weak in intensity but statistically significant correlation between ESEG disclosure index, its sustainability component and financial performance (FP), valid for the entire period. Also, the results showed a direct link of low intensity to average, but statistically significant between the non-financial statement and EPS, valid only for 2017 and 2018.Research limitations/implicationsThe results indicate mixed findings which invites further in-depth research. Limits of the study can be found in selected indicators and the short period of time analyzed. However, the practical implications are worth considering from the perspective of finding new managerial tools that can better shape the relationship between ESEG disclosures and FP.Practical implicationsESEG Dindx can be an instrument for managers that can optimize the link between the FP of companies and its sustainable development.Social implicationsESEG Dindx measures the disclosure degree of ESEG information by the companies listed on Bucharest Stock Exchange (BSE). The main findings of the work confirm a direct, although weak in intensity but statistically significant correlation between ESEG disclosure index, its sustainability component and FP, valid for the entire period.Originality/valueThis study adds value to the existing literature by the proposed research framework, design of ESEG Dindx and the way correlations between variables were investigated.

How Task Technology Fits with Employee Engagement, Organizational Support, and Business Outcomes: Hotel Executives’ Perspective

ABSTRACT The unpredictable external environments, constraints of internal resources, and changes in the behaviors of hotel guests create a challenge for hoteliers to initiate the latest technology advancement. This study aims to explore how hotel executives consider external criteria and employ internal resources (e.g. employee engagement and organizational support) for technology adoption decision making and planning. This work further evaluates business outcomes after technology implementation. From the extension of task–technology fit theory, a qualitative research is conducted by interviewing 14 hotel executives about technology implementation in the front office and housekeeping departments. Results indicate the influences of cost reduction, cost effectiveness, competitors, customer feedback, management strategic planning, and latest industry trends on advanced technology initiatives. The outcomes of employee engagement vary according to age, education background, and self-learning attitude. Hotel support for trainings is necessary for employee productivity enhancement. Furthermore, technology adoption benefits the financial (e.g. cost reductions of labor and maintenance) and nonfinancial outcomes (e.g. customer satisfaction and employee satisfaction) of hotels. The theoretical development and managerial implications are further discussed.