IDEAS home Printed from https://ideas.repec.org/a/eme/ijmpps/v32y2011i1p132-150.html
   My bibliography  Save this article

How entrepreneurial actions transform customer capital through time: Exploring and exploiting knowledge in an open-mindedness context

Author

Listed:
  • Anthony K.P. Wensley
  • Juan Gabriel Cegarra-Navarro
  • Gabriel Cepeda-Carrión
  • Antonio Genaro Leal Millán

Abstract

Purpose - Today, in small and medium-sized enterprises (SMEs), entrepreneurs must take a more strategic perspective that is evidenced by the need to scan the enterprise to discover how they might improve customer relations as well as promote improved entrepreneurial actions. The paper aims to focus on this issue. Design/methodology/approach - This study examines the impact of the existence of an “open-minded context” in an organisation at time (T) on actions that concern the challenging of entrepreneurial actions at time (T+1). It also examines the relationship between explorative and exploitation processes and customer relations. These relationships are examined through an empirical investigation of data obtained from 107 SMEs from the Spanish telecommunications industry, using partial least squares (PLS). Findings - The results indicate that the effects of an “open-minded context” at time (T) on customer relations at time (T+1) are mediated through the existence of explorative and exploitation knowledge processes at time (T+1). Research limitations/implications - Practices which may be based on explicit knowledge or on tacit knowledge in the form of processes and routines need to be challenged prior to the adoption of new knowledge by the organisation. In such situations, it will be necessary to modify or even delete some knowledge in order to ensure that employees have access to the up-to-date explorative and exploitative knowledge processes necessary to maintain or enhance customer relations. Practical implications - In situations where organisations and their members face rapidly changing environments it is necessary to challenge the entrepreneurial actions which have been derived from the founding entrepreneurs. Originality/value - The paper examines how the nature and existence of an open-mindedness context is linked to the nature and existence of knowledge exploration and exploitation processes enacted by the workforce of an organisation.

Suggested Citation

  • Anthony K.P. Wensley & Juan Gabriel Cegarra-Navarro & Gabriel Cepeda-Carrión & Antonio Genaro Leal Millán, 2011. "How entrepreneurial actions transform customer capital through time: Exploring and exploiting knowledge in an open-mindedness context," International Journal of Manpower, Emerald Group Publishing, vol. 32(1), pages 132-150, March.
  • Handle: RePEc:eme:ijmpps:v:32:y:2011:i:1:p:132-150
    as

    Download full text from publisher

    File URL: http://www.emeraldinsight.com/10.1108/01437721111121279?utm_campaign=RePEc&WT.mc_id=RePEc
    Download Restriction: Access to full text is restricted to subscribers

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Kent Eriksson & øystein D. Fjeldstad & Amir Sasson, 2007. "Knowledge of Inter-customer Relations as a Source of Value Creation and Commitment in Financial Service Firm's Intermediation," The Service Industries Journal, Taylor & Francis Journals, vol. 27(5), pages 563-582, July.
    2. Crossan, Mary & Cunha, Joao Vieira da & Cunha, Miguel Pina e & Vera, Dusya, 2002. "Time and Organizational Improvisation," FEUNL Working Paper Series wp410, Universidade Nova de Lisboa, Faculdade de Economia.
    Full references (including those not matched with items on IDEAS)

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eme:ijmpps:v:32:y:2011:i:1:p:132-150. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Virginia Chapman). General contact details of provider: http://www.emeraldinsight.com .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.