Business strategy and performance in Indonesia’s service sector

Yuliansyah, Y; Rammal, HG; Rose, E

Business strategy and performance in Indonesia’s service sector

Yuliansyah, Y Rammal, HG

Rose, E

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Publication Type:: Journal Article
Citation:: Journal of Asia Business Studies, 2016, 10 (2), pp. 164 - 182
Issue Date:: 2016-01-01

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Field	Value	Language
dc.contributor.author	Yuliansyah, Y	en_US
dc.contributor.author	Rammal, HG https://orcid.org/0000-0002-3346-080X	en_US
dc.contributor.author	Rose, E	en_US
dc.date.issued	2016-01-01	en_US
dc.identifier.citation	Journal of Asia Business Studies, 2016, 10 (2), pp. 164 - 182	en_US
dc.identifier.issn	1558-7894	en_US
dc.identifier.uri	http://hdl.handle.net/10453/43730
dc.description.abstract	© 2016, © Emerald Group Publishing Limited. PurposeThe relationship between strategic choices and performance in service firms in emerging markets has remained largely under-researched. This study aims to address this issue by studying the performance of financial institutions in the context of Indonesia’s political, institutional and socio-cultural environment. Design/methodology/approachUsing institutional theory, the authors analyzed data collected using surveys and interviews with senior managers in Indonesian financial institutions. FindingsThe authors find that the regulative and normative elements have forced organizations to incorporate the values set by the external institutional bodies. The organizations have undertaken structural isomorphism in response to culture-cognitive elements, and differentiate themselves by focusing on the provision of quality customer service and enhanced customer satisfaction. Originality/valueThe authors provide new insights by studying how the political and institutional environment and choice of strategy influences performance of the services sector in emerging economies.	en_US
dc.relation.ispartof	Journal of Asia Business Studies	en_US
dc.relation.isbasedon	10.1108/JABS-07-2015-0094	en_US
dc.title	Business strategy and performance in Indonesia’s service sector	en_US
dc.type	Journal Article
utslib.citation.volume	2	en_US
utslib.citation.volume	10	en_US
utslib.for	1503 Business and Management	en_US
utslib.for	1505 Marketing	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
pubs.organisational-group	/University of Technology Sydney/Faculty of Business/Management Discipline
utslib.copyright.status	open_access
pubs.issue	2	en_US
pubs.publication-status	Published	en_US
pubs.volume	10	en_US

Abstract:

© 2016, © Emerald Group Publishing Limited. PurposeThe relationship between strategic choices and performance in service firms in emerging markets has remained largely under-researched. This study aims to address this issue by studying the performance of financial institutions in the context of Indonesia’s political, institutional and socio-cultural environment. Design/methodology/approachUsing institutional theory, the authors analyzed data collected using surveys and interviews with senior managers in Indonesian financial institutions. FindingsThe authors find that the regulative and normative elements have forced organizations to incorporate the values set by the external institutional bodies. The organizations have undertaken structural isomorphism in response to culture-cognitive elements, and differentiate themselves by focusing on the provision of quality customer service and enhanced customer satisfaction. Originality/valueThe authors provide new insights by studying how the political and institutional environment and choice of strategy influences performance of the services sector in emerging economies.

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http://hdl.handle.net/10453/43730