The captive consumer no longer exists. Creating customer loyalty to compete on the new deregulated markets of public utilities

Rienzner, Rudi; Testa, Federico

doi:10.1080/1478336032000051368

Cited by 14 publications

(12 citation statements)

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“…These constraints could come not only by government regulation but also by government involvement in the corporate governance of individual firms through ownership and board ties (Okhmatovskiy, 2010). In looking at Italian utilities, Rienzner and Testa (2003) found that rapidly changing government regulation and policy severely burdened managerial decision making. Similarly, Finkelstein and Hambrick (1990) and Hambrick and Finkelstein (1987) suggest that in highly regulated industries (which are more subject to political meddling), managerial discretion is lower than in less regulated industries.…”

Section: Institutions (Institutional Environment)mentioning

confidence: 99%

Towards a Social Theory of Agency

Wiseman

Cuevas‐Rodríguez

Gómez‐Mejía

2011

J Management Studies

228

211

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We challenge critics of agency theory who suggest that agency theory's value does not extend outside a narrow context dominated by egocentric agents seeking only to maximize wealth at the expense of the principal. Instead, we argue that agency theory's flexibility allows for its application to a variety of non-traditional settings where the key elements of agency theory, such as self-interest, information asymmetry, and the mechanisms used to control agency costs can vary beyond the narrow assumptions implied in traditional agency-based research. We suggest that extending agency theory to diverse settings using a deductive approach can be accomplished by formally recognizing and incorporating the institutional context surrounding principal-agent (P-A) relations into agency-based models. Thus, criticisms that agency theory fails to acknowledge the social context in which P-A relations occur provides not a barrier but an opportunity for extending our understanding of P-A relations to a variety of diverse contexts.

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Section: Institutions (Institutional Environment)mentioning

confidence: 99%

Towards a Social Theory of Agency

Wiseman

Cuevas‐Rodríguez

Gómez‐Mejía

2011

J Management Studies

228

211

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“…However, this positive relationship is not explained by specific services provided by management to individual firms: general consultancy services have a negative impact, and services aimed at fostering internationalization have no significant association to firms’ innovation. It is possible that a larger management team helps firms to achieve better results by augmenting the entrepreneur's network and facilitating technology transfer (Siegel et al ), but, as highlighted by some studies, tenancies should avail themselves of the best services provided in the market (Rienzner and Testa ).…”

Section: Discussion Of Resultsmentioning

confidence: 99%

“…When large, the management entity could result in bureaucracy and over‐regulation; this is why Colombo and Delmastro () acknowledge the importance for the internal organization of STPs to be lean and agile. Also, since tenant organizations, to an extent, can be considered captive customers of the services provided by the STP management, these can be of lower quality (Rienzner and Testa ).…”

Section: Conceptual Frameworkmentioning

confidence: 99%

The influence of Science and Technology Park characteristics on firms' innovation results

Albahari

Barge‐Gil

Pérez-Canto

et al. 2018

Papers in Regional Science

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The effectiveness of Science and Technology Parks (STPs) as instruments of innovation policy has generated thriving debate among academics, practitioners and policy makers. However, research mostly does not consider STPs' heterogeneity. The present paper analyses the influence of different STP characteristics on their tenants' performance. Using data on 849 firms and 25 STPs from the 2009 Community Innovation Survey for Spain and a survey of STP managers respectively, we find that: (i) firms located in very new or longer established STPs show better innovative performance; (ii) the size of the STP and its management company positively affects the innovative performance of tenants while services provision has no effect on firms' achieving better results; and (iii) firms in less technologically developed regions benefit more from location in an STP.2

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“…Changes in the company's sector lead to the implementation of methodologies for promoting efficiency through internal changes. However, Rienzner and Testa (2003) assert that public companies have taken the opportunity of cutting costs to be more efficient. Although the liberalisation of a monopolist market can improve efficiency, greater competition can lead the privatised company to reduce costs, which reduces service quality (Letza et al, 2004).…”

Section: Introduction and Objectivesmentioning

confidence: 99%

Service quality in utility industries: the European telecommunications sector

Martínez

Torres

Bachiller

2014

Managing Service Quality: An International Journal

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Purpose – The purpose of this paper is to analyse the economic and technological factors that determine the quality of European telecommunications services. The paper test whether the privatisation, the efficiency and the labour factor of telecommunications operators are determinants of service quality and whether competition, technology and infrastructure investment in the telecommunications sector influence that quality. Design/methodology/approach – The paper use the panel data methodology to analyse the factors that determine the quality of service of telecommunications. Findings – The results indicate that the more efficient the company is, the more quality it will deliver. However, the paper finds no evidence that the privatisation and the restructuring of the labour force of the main telecommunications operators, or the competition, technology and investments in the sector, lead to greater quality. Practical implications – In order to foster higher quality, effective market competitiveness has to be established to avoid benefitting the incumbent company and to make the development of competition possible in the long run. Originality/value – Although previous literature assumes a positive relationship between the performance of privatised companies and quality, this study shows that the privatisation and liberalisation processes do not bring about quality improvements by themselves. The research finds that the efficiency of privatised companies is the primary source of quality.

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The captive consumer no longer exists. Creating customer loyalty to compete on the new deregulated markets of public utilities

Cited by 14 publications

References 0 publications

Towards a Social Theory of Agency

Towards a Social Theory of Agency

The influence of Science and Technology Park characteristics on firms' innovation results

Service quality in utility industries: the European telecommunications sector

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