Organizational Boundaries Research Articles

Customer journey management capability in business-to-business markets: Its bright and dark sides and overall impact on firm performance

Business-to-business (B2B) practitioners are increasingly interested in capabilities to holistically manage touchpoints along B2B customer journeys (CJs) to remain competitive. Research in the B2B context, however, has investigated neither what constitutes such a customer journey management capability (CJMC) nor how, whether, or when it creates value. Taking a mixed-methods approach, we conceptualize and operationalize B2B CJMC as a supplier's ability to achieve superior customer value along the B2B CJ by strategically creating value-anchored customer touchpoints characterized through the implementation of consistent resource usage across internal organizational boundaries and by continuously monitoring value creation toward the individual members of the buying center. Analyzing a multisource dataset, we provide evidence that B2B CJMC has an indirect effect on firm performance (i.e., return on sales) through two opposing mechanisms (i.e., customer loyalty and customer-related coordination costs). Importantly, using survey and archival data, we show that, overall, B2B CJMC has a significant and positive impact on firm performance through the two mechanisms. Finally, these underlying mechanisms are also prevalent when testing for the moderating factors switching costs, number of touchpoints, and product versus service.

Qualitative Analysis of the Impact of Contracts on Information Management in AEC Projects

Project information management in architecture, engineering, and construction (AEC) projects can be a challenging endeavor due to the complex nature of projects and the numerous sources and types of information required, including drawings, plans, specifications, and building information modeling (BIM), among others. AEC projects require stakeholders to develop temporary teams, develop work processes, and collaborate across organizational boundaries. Additionally, the numerous technologies used in information management, such as project management software, scheduling software, and BIM, require contractual agreements among project stakeholders to address these technologies’ potential risks while still allowing stakeholder collaboration to benefit project execution and delivery. Contracts are used to define project requirements and can be used to define different aspects of project information management, like required deliverables or stakeholder roles and responsibilities. While recent research has evaluated the relationship between BIM and contracts, there is a gap in understanding the relationship between contracts and information management more holistically. The objectives of this research were to gain insight into how contracts impact information management, identify barriers that exist in contracts related to information management, and to develop potential contract-related strategies to improve information management on AEC projects. Researchers implemented a qualitative analysis approach through semistructured interviews with 38 AEC professionals and the application of a systematic and iterative qualitative coding process. This research found that contracts can be used as a tool to influence the development and execution of project information management strategies. Specifically, contracts can be used to define deliverables, workflows, and software, as well as templates and forms. While interviewees discussed many contract-related challenges, they also proposed potential contract-related strategies to improve project information management. These strategies encompass three main categories: improving contract compliance, contract flexibility, and setting expectations. These findings provide insight into how contracts can impact project information management and provide practitioners with specific contract strategies to improve project information management.

The science of team science (SciTS): An emerging and evolving field of interdisciplinary collaboration

In recent years, collaboration within a team to solve complicated scientific and social problems has attracted growing popularity. In particular, many complex challenges and opportunities require expertise and skills across disciplinary, organizational, and cultural boundaries. However, rapid growth in the demand for scientific collaboration has outpaced changes in the factors needed to support scientific teams. Also, scientific results are not simply a combination of different working results; understanding how teams work and what causes them to fail or succeed is of the utmost importance. Thus, the Science of Team Science (SciTS), an emerging interdisciplinary research area, has emerged as a way of understanding and managing the circumstances that facilitate or hinder the effectiveness of large-scale cross-disciplinary, collaborative research, training, and translational initiatives. SciTS integrates various quantitative and qualitative research methods and is still advancing in its sophistication. Using bibliometric and information visualization methods, this paper clarifies the concepts and connotations of teams and team science. It sets out important events in the emergence and development of SciTS and summarizes the characteristics of the SciTS literature, identifying seven main research areas. The paper concludes with a discussion on the challenges facing the future advancement of SciTS and corresponding recommendations for breaking through these bottlenecks. Our goal is to deepen researchers’ understanding of SciTS and better inform the policies and practices that govern SciTS for more effective team science.

Social Boundary Work in International Organizations: Taxonomy and Resistance

Abstract This article – based on the case studies of the WHO and the FAO – shows that the expansion of cooperation between international organizations (IOs) and non-state actors (NSAs) leads to a significant rearrangement of IOs organizational boundaries. IOs develop bureaucratic procedures (e. g. due diligence, risk management) that lead IO employees to be in charge of “taxonomy work”, i. e. the classification and hierarchization of NSAs. This work re draws the boundaries of IOs and generates resistance and contestation, both inside and out side IOs.

Transforming nursing care for children with serious long-term conditions: A mixed methods exploration of the impact of Roald Dahl Specialist Nurses in the United Kingdom

PurposeA new model of paediatric nursing, funded initially by a charitable organisation working in partnership with UK healthcare providers, was implemented to support children living with serious long-term conditions. This study explored, from the perspective of multiple stakeholders, the impact of services provided by 21 ‘Roald Dahl Specialist Nurses’ (RDSN) within 14 NHS Trust hospitals. Design and methodsA Mixed Methods Exploratory design commenced with interviews with RDSNs (n = 21) and their managers (n = 15), alongside a medical clinician questionnaire (n = 17). Initial themes (constructivist grounded theory) were validated through four RDSN focus groups, and informed development of an online survey of parents (n = 159) and children (n = 32). Findings related to impact were integrated using a six-step triangulation protocol. ResultsZones of significant impact included: Improving quality and experience of care; Improved efficiencies and cost-effectiveness; Provision of holistic family-centred care; and Impactful leadership and innovation. The RDSNs forged networks across inter-agency boundaries to safeguard the child and enhance the family experience of care. RDSNs delivered improvements across a range of metrics, and were valued for their emotional support, care navigation and advocacy. ConclusionsChildren living with serious long-term conditions have complex needs. Regardless of the specialty, location, organisation or service focus, this new model of care crosses organisational and inter-agency boundaries to ensure that the healthcare delivered has maximum impact. It has a profoundly positive impact on families. Practice implicationsThis integrated and family-centred model of care is strongly recommended for children with complex needs crossing organisational divides.

Between scale and impact: member prototype ambiguity in digital transformation

ABSTRACT Digital transformation can produce scaling in numbers – growing organisational boundaries by adding new users, customers, or members. For membership-based organisations, such as social movement organisations (SMOs), digital scaling brings an inflow of new resources and members at a pace that previously was unimaginable, as well as mounting power and influence. But sustained rapid growth in new membership also can introduce a tension related to digital scaling and political or social impact. In this research, we trace this tension to member prototype ambiguity – that is, to a perceived variation in the attributes, assumptions, and actions of the new members entering the organisation. Such ambiguity can have a destabilising effect on collective identity that might significantly weaken the political or social impact of the SMO. In this longitudinal study of Amnesty International, we examine how digital transformation and scaling unveiled this tension and how the professional core at two of Amnesty’s national sections, Australia and Sweden, addressed the prototype ambiguity that ensued. This research contributes to the existing literature on digital transformation, prototype ambiguity, and social movements, by providing insight into the challenges and opportunities presented by digital scaling in membership-based organisations such as SMOs.

Examining the innovation and intrapreneurship drivers: the case of Albania

This study provides an analysis of the situation of Albanian companies in dealing with implementing innovative strategies and the internal work environment in relation to innovation support. Intrapreneurship has recently been introduced into economics and business strategies which is why this study is being conducted to evaluate how prepared are employees in Albanian companies to apply innovative ideas to improve the life of companies. The main aim is to investigate how active Albanian companies are with innovation and intrapreneurship aspects. This research paper analyses five different aspects that cover both intrapreneurship and innovation in companies in Albania, including top management support, work discretion/ autonomy, rewards/reinforcement, time availability, and organizational boundaries.

Shifting Professional Identity Among Indonesian Medical Practitioners During the COVID-19 Pandemic.

The COVID-19 pandemic has had a significant impact on medical practitioners' professional identities due to its novelty and intensity. Using constructivist grounded theory, we investigated how the COVID-19 pandemic shifted individuals' identities as medical practitioners in Indonesia, where the pandemic caused high death rates among healthcare workers, particularly medical practitioners. By interviewing 24 medical practitioners and analyzing relevant documents and reports, we developed a grounded theory of professional identity shifts. We found two patterns: (1) identity growth, in which the medical practitioners thrive and claimed stronger professional identities, and (2) psychological and moral distress leading to attrition, facilitated adaptation, or professional identity collapse. We also found several primary protective factors including religious beliefs, good leadership, team cohesion, healthy work boundaries, connection to significant others, and public acknowledgment. Without adequate protective factors, medical practitioners experienced difficulties redefining their professional identities. To cope with the situation, they focused on different identities, took some time off, or sought mental health support, resulting in facilitated adaptation. Others resorted to attrition or experienced professional identity collapse. Our findings suggest that medical practitioners' experience of professional identity shifts can be improved by providing medical practitioners with opportunities for knowledge updates, better organizational leadership and work boundaries, strategies to enhance team cohesion, and other improvements to medical systems.

Literature Review on the Construction of Service-Oriented Government in China from the Perspective of Network Governance

In the context of globalization, informatization and knowledge economy era, the social elements are moving towards multi direction, with the gradual rise of civil society and the emergence of non-governmental organizations, great changes have occurred in the social governance structure, the public affairs governance environment is more complex. The fast and diverse change of the social environment, resulting in a separation of powers, blurred boundaries between organizations, but also producing many "networks" across the variety of different areas. In the face of the complex network, the traditional hierarchical government model has been unable to meet the needs of the times. The bureaucratic system, which is linked by control, command, rigid work restrictions, and inward organizational culture, is no longer suitable for dealing with complex issues that often go beyond organizational boundaries. While network governance is to realize and promote the public interest as the core value, advocating government departments, social organizations, and many other subjects cooperate to share public power in an interdependent environment. Compared to the traditional management system, network governance can more effectively coordinate and manage the cooperation network between the different levels of governments and the various departments.

More is not always better: Reconciling the dilemma of R&D collaboration in high-tech industries in transition economies

To cope with highly competitive business environments, firms in high-tech industries are increasingly opening up their organizational boundaries and tapping into external resources via research and development (R&D) collaboration. Drawing upon organizational boundary theories, our study indicates that the marginal benefits of R&D collaboration in driving firms' new product innovations decrease while its marginal costs increase. To investigate this subject, we develop a conceptual framework to account for the relationship between R&D collaboration and firms' new product innovations. Further, drawing on both the knowledge-based and institutional perspectives, we examine the moderating effects of absorptive capacity and political ties on the R&D collaboration-new product innovation relationship. Using data from 315 high-tech manufacturing firms in China, we find that R&D collaboration has an inverted U-shaped impact on new product innovation, meaning that the new product innovation of firms initially increases and then decreases as the level of R&D collaboration increases. Further, we find that absorptive capacity (as an internal factor) and political ties (as an external factor) moderate this inverted U-shaped effect such that firms with greater absorptive capacities show a higher peak of maximum innovation performance at higher levels of R&D collaboration than firms with lower absorptive capacities. We also reveal that for firms with stronger political ties, the benefits of R&D collaboration are enhanced while the risks and costs of R&D collaboration are mitigated. Overall, this study contributes to a better understanding of the nonlinear relationship between firms' R&D collaborations and their new product innovation outcomes as well as the contingent conditions in this relationship.

Research collaboration in asymmetric power relations: A study of postgraduate students’ views

Collaboration among researchers and across disciplinary, organisational and cultural boundaries is essential for addressing the increasingly complex challenges and opportunities facing international development. Despite the known advantages and various incentives, research collaboration within Africa (specifically within South Africa) is lacking. To better understand the reasons for this lack of research collaboration, this study explored collaboration between students and supervisors in an information and communication technology for development (ICT4D) postgraduate student project in South Africa. South Africa, a country with major social inequalities and asymmetric power relations, provides an appropriate context. The students’ perspectives provided a space for investigating the collaboration factors by unpacking the capability inputs according to Robeyns’ representation of personal capabilities. Data were captured from a survey and focus groups (FG) with students and supervisors in ICT4D from different universities in South Africa. Thematic analysis was used to identify and link the participants’ expectations of research collaboration with their perceptions of the challenges of such collaborations. The contribution is a conceptualisation of the main components representing research collaboration viewed in terms of personal capabilities, including the factors that influence collaboration.Transdisciplinarity contribution: Research collaboration is fundamental to promoting multi-, inter- and transdisciplinary research. The novelty of this study lies in applying a theoretical lens from the field of human development to explore research collaboration in the transdisciplinary field of ICT4D. Given the research application context and the theoretical lens applied, the findings have implications for initiatives and policies on funding transdisciplinary research collaboration.

Zero Trust and the future of cybersecurity in healthcare delivery organizations

Digital care transformation, the proliferation of disruptive technologies and the changing hybrid workforce have forced the evolution of traditional information technology network boundaries of healthcare organizations. The new landscape has rendered legacy existing perimeter defined and based cybersecurity solutions inadequate to meet increasing regulatory and federal demands for highly secure access management. Emerging compliance requirements, coupled with the concerning increase in healthcare data breaches, ransomware attacks, and security incidents targeting the healthcare sector, have transformed our historic notion of trust into an organizational vulnerability. A “Zero Trust” approach to information security is driven by an imperative to “never trust, always verify,” and requires strict, rigorous and continuous identity verification to minimize trust zones and their associated risk of security breach. Healthcare delivery organizations need to appreciate the importance of a Zero Trust strategy in reducing vulnerabilities, strengthening health system information security, and preventing successful security breaches, while also recognizing how identity and access management serves as the foundation of achieving Zero Trust.

Learning through co-creation across internal organisational professions and responsibilities

PurposeThis study explores the organisational dynamics in a change process across work units in a Swedish municipality. The purpose of this study is to understand how and why co-creation unfolds during efforts to bring different units into one united work unit.Design/methodology/approachA qualitative longitudinal study was designed using data triangulation for eight months, comprising written reflection texts, meeting protocols and interviews. This study is based on a back-and-forth inductive and abductive grounded theory analysis.FindingsThe main results of this study indicate that there was friction in the co-creation process between units, between the members of the change group and supervisors, as well as friction within the change group. Further, the results indicate that communications, relations, supervisor support and governing strategies clashed with work routines and methods, work cultures, roles and responsibilities and that the units had differing views of the needs of the intended target group. This thereby challenged the propensity for change which, in turn, may have limited developmental learning at a workplace and organisational level.Originality/valueWorking across units to find common and new paths and work methods for labour market inclusion proved to be challenging because of contextual circumstances. Crossing and merging organisational boundaries through co-creation processes was demanding because of new expectations from the organisation, as it shifted towards trust-based governance in conjunction with working during a pandemic when social interactions were restricted to digital communication channels.

Creating and Capturing Value from Open Innovation: Humans, Firms, Platforms, and Ecosystems

Open innovation rests on the idea that not all the smart people work only for you, and managing human interaction across organizational boundaries is therefore central to open innovation. This article starts with outlining and reviewing research on this human dimension of open innovation. The article develops seven principles of innovation-producing encounters that can guide managers in enabling value creation through open innovation. We continue by introducing the rest of the special section, which expands beyond the human dimension to also include firms, platforms, and ecosystems, with important implications for the creation and capture of value from open innovation.

Increasing the UX maturity level of clients: A study of best practices in an agile environment

While multiple studies have attempted to define and measure User Experience (UX) Maturity — i.e., how familiar organizations are with UX concepts or strategies— more practice-based insight is needed to examine how UX practitioners maneuver in their relationships with low UX Maturity organizations and help these clients become more ‘UX Mature’. This study evaluates how UX practitioners work with low UX Maturity clients, what obstacles they face, and how they cope with these obstacles. From these insights, a set of best practices are identified for UX practitioners who work with low UX Maturity clients and wish to increase their clients’ UX maturity in an agile environment. These best practices were collected in the form of case studies, involving a total of 20 case studies based on interviews with 22 UX practitioners. The case studies reflect on past projects that were conducted for clients with a low UX Maturity level. Data was obtained through semi-structured interviews and analyzed using a grounded theory approach combined with elements of a thematic analysis. The results help to identify frequently experienced obstacles in working with low UX Maturity organizations, as well as six best practices for increasing the UX Maturity of these clients. The study results demonstrate that UX practitioners indeed fulfill a significant role in overcoming organizational UX boundaries. A Low UX Maturity Best Practice model was developed, which summarizes how UX practitioners can optimize their impact in working with low UX Maturity clients, while simultaneously contributing to a more user-centered focus on the part of their clients.

A Systematic Literature Review of Interoperability in Healthcare Using FHIR

Despite the available modern technologies, we live in a "fragmented" healthcare system, in which data is stored in multiple sources and a variety of formats and standards without direct communication. However, in the upcoming years, interoperability is emerging, defined as the ability of different information systems, devices, or applications to connect within and across organizational boundaries to access, exchange, and cooperatively use data amongst physicians and patients. We conducted our study using two databases, PubMed and Web of Science, to explore Fast Healthcare Interoperability Resources (FHIR) standard and how we can use FHIR technology to improve interoperability and exchange data between different hospital services. We also expect to find purposes for further research.

Why do individuals create posts on organizations’ social media pages? Identifications, functions, and audiences beyond the organizational boundary for social change

Abstract Previous research has centered on nonprofit organizations’ (NPOs’) roles in developing relationships with the public and leading collective action. However, individuals may also create posts on NPOs’ social media pages to generate relationships with audiences other than the organization, and to self-mobilize connective action to reach their own goals. Based on content analysis of 576 actual posts and survey responses about them, this study suggests that posters with high organizational identification respond to the focal organizations, while those with high issue identification use the organizational context for their own purposes, disseminating information related to the focal issue to the general population or promoting the issue to their personal networks. This study extends discussions of ramifications of multiple identifications in the social media environment and captures the transformed relationships between organizations and individuals who create posts on NPOs’ social media pages and their new roles in connective action.

Interprofessional Collaboration in Complex Patient Care Transition: A Qualitative Multi-Perspective Analysis.

Healthcare professionals often feel challenged by complex patients and the associated care needs during care transition. Interprofessional collaboration (IPC) is considered an effective approach in such situations. However, a fragmented healthcare system can limit IPC. This study explored experiences of Swiss healthcare professionals regarding complex patient care transition and the potential of IPC. Professionals from nursing, medicine, psychology, physiotherapy, dietetics and nutrition, social service, occupational therapy, and speech therapy were included. A qualitative between-method triangulation design was applied, with two focus group discussions and ten individual interviews. The combination of different data-collection methods allowed us to explore complex patient care transition and to systematically add perspectives of healthcare professionals from different care settings. Three main themes were identified: (1) Participants described their vision of an ideal complex patient care transition, i.e., the status they would like to see implemented; (2) participants reported challenges in complex patient care transition as experienced today; and (3) participants suggested ways to improve complex patient care transition by IPC. This study highlighted that healthcare professionals regarded IPC as an effective intervention to improve complex patient care transition. It emerged that sustainable implementation of IPC across care organizations is currently limited in Switzerland. In the absence of strong and direct promotion of IPC by the healthcare system, professionals in clinical practice can further promote IPC by finding hands-on solutions to overcome organizational boundaries.

Extending Open Innovation: Orchestrating Knowledge Flows from Corporate Venture Capital Investments

Although corporate venture capital (CVC) has been studied as part of open innovation (OI), assumptions about knowledge flows crossing organizational boundaries between “the inside” and “the outside” have limited those explorations. Drawing on an abductive approach to grounded theorizing, this article introduces an intuitive yet novel framework that traces the sources and applications of knowledge obtained from CVC to derive new conditions for how those investments allow companies to orchestrate knowledge flows to overcome barriers and increase their innovation effectiveness. Besides exploring traditional OI knowledge flows within the CVC context, this article further identifies and examines both outside-out knowledge flows (which help to shape an ecosystem for a corporate innovator) and inside-in knowledge flows (which overcome internal silos to achieve real innovation impact).

Getting along with frenemies: enhancing multi-competitor coopetition governance through artificial intelligence and blockchain

ABSTRACT Collaborating with one competitor is difficult but collaborating with several competitors is a monumental challenge. However, multi-competitor coopetition, or cooperation between multiple competitors, is increasing. This study examines how recent advancements in artificial intelligence (AI) and blockchain can support multi-competitor coopetition by enhancing governance. Examining two coopetitive R&D consortia in pharmaceuticals and medical imaging, we find that a nascent form of AI called federated learning can address key coopetition concerns such proprietary and confidential data protection, knowledge leakage, data sovereignty and silos thereby maintaining organisational boundaries and autonomy. The use of federated learning and blockchain increases transparency and accountability, which reduces information asymmetries and power differential inequities. Together, these technologies decentralise governance and authority, reducing the tension between collective value creation and individual value appropriation inherent in coopetition, particularly those with multiple competitors. Finally, this study illustrates how emerging technologies challenge traditional assumptions about organisational boundaries, distributed innovation, and coopetition.