Fostering strategic awareness at an organization's boundary

Leadership & Organization Development Journal

Volumn 33, Issue 4, 2012, Pages 322-341

  Davis, Peter S ^a   Allen, Joseph A ^b   Dibrell, Clay ^c  

^a UNIVERSITY OF NORTH CAROLINA AT CHARLOTTE   (United States)

^b CREIGHTON UNIVERSITY   (United States)

^c UNIVERSITY OF MISSISSIPPI   (United States)

Author keywords

Banks; Boundary personnel; Customer service management; Information dissemination; Management strategy; Strategic awareness; United States of America

Indexed keywords

EID: 84862553288     PISSN: 01437739     EISSN: None     Source Type: Journal    
DOI: 10.1108/01437731211229287     Document Type: Article

References (57)

1. Berthon, P.R., Pitt, L.F. and Morris, M.H. (1995/1996), “External and internal customer managers: differences in perception and decision-making in the marketing and human resource dyad”, Journal of Applied Business Research, Vol. 12, pp. 77-88.
2. Bourgeois, L.J. III (1980), “Performance and consensus”, Strategic Management Journal, Vol. 1, pp. 227-8.
3. Buttle, F. (2004), Customer Relationship Management, Elsevier Butterworth-Heinemann, London.
4. Cheney, G., Christensen, L.T., Zorn, T.E. and Ganesh, S. (2004), Organizational Communication in an Age of Globalization: Issues, Reflections, Practices, Waveland Press, Long Grove, IL.
5. Crosby, L.A., Evans, K.R. and Cowles, D. (1990), “Relationship quality in services selling: an interpersonal influence perspective”, Journal of Marketing, Vol. 54 No. 3, pp. 68-81.
6. Davis, P.S., Dibrell, C.C. and Janz, B. (2002), “The impact of time on the strategy-performance relationship: implications for managers”, Industrial Marketing Management, Vol. 31 No. 4, pp. 41-9.
7. Dervin, B. (1998), “Sense-making theory and practice: an overview of user interests in knowledge seeking and use”, Journal of Knowledge Management, Vol. 2 No. 2, pp. 36-46.
8. Dervin, B. (1999), “Chaos, order, and sense-making: a proposed theory for information design”, in Jacobson, R. (Ed.), Information Design, MIT Press, Cambridge, MA, pp. 35-57.
9. Dervin, B. (2003), “From the mind's eye of the user: the sense-making qualitative-quantitative methodology”, in Dervin, B. and Foreman-Wernet, L. (with Lauterbach, E.) (Eds), Sense-making Methodology Reader: Selected Writings of Brenda Dervin, Hampton Press, Cresskill, NJ, pp. 269-92.
10. Dess, G.G. (1987), “Consensus on strategy formulation and organizational performance competitors in a fragmented industry”, Strategic Management Journal, Vol. 8 No. 3, pp. 259-77.
11. Dess, G.G. and Davis, P.S. (1984), “Porter's (1980) generic strategies as determinants of strategic group membership and organizational performance”, Academy of Management Journal, Vol. 27 No. 3, pp. 467-88.
12. DiSanza, J.R. (1993), “Shared meaning as a sales inducement strategy: bank teller responses to frames, reinforcements, and quotas”, Journal of Business Communications, Vol. 30 No. 2, pp. 133-60.
13. Donaldson, L. and Hilmer, F.G. (1998), “Management redeemed: the case against fads that harm management”, Organizational Dynamics, Vol. 26 No. 4, pp. 6-20.
14. Ensley, M.D. and Pearce, C.L. (2001), “Shared cognition in top management teams: implications for new venture performance”, Journal of Organizational Behavior, Vol. 22 No. 2, pp. 145-60.
15. Fiss, P.C. and Zajac, E.J. (2006), “The symbolic management of strategic change: sensegiving via framing and decoupling”, Academy of Management Journal, Vol. 49 No. 6, pp. 1173-93.
16. Floyd, S.W. and Wooldridge, B. (1992), “Managing strategic consensus: the foundation of effective implementation”, Academy of Management Executive, Vol. 6 No. 4, pp. 27-39.
17. Frankwick, G.L., Ward, J.C., Hutt, M.D. and Reingen, P.H. (1994), “Evolving patterns of organizational beliefs in the formation of strategy”, Journal of Marketing, Vol. 58 No. 2, pp. 96-110.
18. George, W.R. (1990), “Internal marketing and organizational behavior: a partnership in developing customer-conscious employees at every level”, Journal of Business Research, Vol. 20 No. 1, pp. 63-70.
19. Gioia, D.A. and Chittipeddi, K. (1991), “Sensemaking and sensegiving in strategic change initiation”, Strategic Management Journal, Vol. 12 No. 6, pp. 433-48.
20. Gioia, D.A. and Thomas, J.B. (1996), “Institutional identity, image, and issue interpretation: sensemaking during strategic change in academia”, Administrative Science Quarterly, Vol. 41 No. 3, pp. 370-403.
21. Goldhaber, G.M. and Rogers, D.P. (1979), Auditing Organizational Communication Systems: The ICA Communication Audit, Kendall/Hunt, Dubuque, IA.
22. Hambrick, D.C. (1981), “Strategic awareness within top management teams”, Strategic Management Journal, Vol. 2 No. 3, pp. 263-79.
23. Hambrick, D.C. (1984), “Taxonomic approaches to studying strategy: some conceptual and methodological issues”, Journal of Management, Vol. 10 No. 1, pp. 27-42.
24. Harrison, E.F. and Pelletier, M.A. (1997), “CEO perceptions of strategic leadership”, Journal of Managerial Issues, Vol. 9 No. 3, pp. 299-317.
25. Helms, M.M., Dibrell, C.C. and Wright, P. (1997), “Competitive strategies and business performance: evidence from the adhesives and sealants industry”, Management Decision, Vol. 35 No. 9, pp. 678-92.
26. Howell, J.P., Dorfman, P.W. and Kerr, S. (1986), “Moderator variables in leadership research”, Academy of Management Review, Vol. 11 No. 1, pp. 88-102.
27. Hrebiniak, L.G. and Joyce, W.F. (1984), Implementing Strategy, Macmillan, New York, NY.
28. Ibarra, H. (1993), “Network centrality, power, and innovation involvement: determinants of technical and administrative roles”, Academy of Management Journal, Vol. 36 No. 3, pp. 471-501.
29. Kellermanns, F.W., Walter, J., Lechner, C. and Floyd, S.W. (2005), “The lack of consensus about strategic consensus: advancing theory and research”, Journal of Management, Vol. 31 No. 5, pp. 719-37.
30. Kets de Vries, M.F.R. (1998), “Charisma in action: the transformational abilities of Virgin's Richard Branson and ABB's Percy Barnevik”, Organizational Dynamics, Vol. 26 No. 3, pp. 6-21.
31. Liao, H. and Mahesh, S. (2008), “Employee customer orientation in manufacturing organizations: joint influences of customer proximity and the senior leadership team”, Journal of Applied Psychology, Vol. 93 No. 2, pp. 317-28.
32. Likert, R. (1961), New Patterns of Management, McGraw-Hill, New York, NY.
33. Lindman, F.T., Callarman, T.E., Fowler, K.L. and McClatchey, C.A. (2001), “Strategic consensus and manufacturing performance”, Journal of Managerial Issues, Vol. 13 No. 1, pp. 45-64.
34. Menon, A., Bharadwaj, S.G., Adidam, P.T. and Edison, S.W. (1999), “Antecedents and consequences of marketing strategy making: a model and a test”, Journal of Marketing, Vol. 63 No. 2, pp. 18-40.
35. Mintzberg, H. and Waters, J.A. (1985), “Of strategies deliberate and emergent”, Strategic Management Journal, Vol. 6 No. 3, pp. 257-72.
36. Nunnally, J.C. and Bernstein, I. (1994), Psychometric Theory, 3rd ed., McGraw-Hill, New York, NY.
37. Nobel, C.H. (1999), “The eclectic roots of strategy implementation research”, Journal of Business Research, Vol. 45 No. 2, pp. 119-34.
38. O'Reilly, C.A. III (1980), “Individuals and information overload in organizations: is more necessarily better?”, Academy of Management Journal, Vol. 23 No. 4, pp. 684-96.
39. O'Reilly, C.A. III (1982), “Variations in decision-makers' use of information sources: the impact of quality and accessibility of information”, Academy of Management Journal, Vol. 25 No. 4, pp. 756-71.
40. Putnam, L.L. and Pacanowsky, M.E. (1983), Communication and Organization: An Interpretive Approach, Sage Publications, Beverly Hills, CA.
41. Rapert, M.I., Velliquette, A. and Garretson, J.A. (2002), “The strategic implementation process: evoking strategic consensus through communication”, Journal of Business Research, Vol. 55 No. 4, pp. 301-10.
42. Rhoades, L. and Eisenberger, R. (2002), “Perceived organizational support: a review of the literature”, Journal of Applied Psychology, Vol. 87 No. 4, pp. 698-714.
43. Rummel, R.J. (1967), “Understanding factor analysis”, Journal of Conflict Resolution, Vol. 11 No. 4, pp. 444-80.
44. Schneider, B., Parkington, J.J. and Buxton, V.M. (1980), “Employee and customer perceptions of service in banks”, Administrative Science Quarterly, Vol. 25 No. 2, pp. 252-67.
45. Schultz, F. and Wehmeier, S. (2010), “Institutionalization of corporate social responsibility within corporate communications: combining institutional, sensemaking, and communication perspectives”, Corporate Communications, Vol. 15 No. 1, pp. 9-29.
46. Singh, J. and Rhoads, G.K. (1991), “Boundary role ambiguity in marketing-oriented positions: a multidimensional, multifaceted operationalization”, Journal of Marketing Research, Vol. 28 No. 3, pp. 328-38.
47. Skivington, J.E. and Daft, R.L. (1991), “A study of organizational ‘framework’ and ‘process’ modalities for the implementation of business-level strategic decisions”, Journal of Management Studies, Vol. 28 No. 1, pp. 45-68.
48. Spector, P.E. (1997), Job Satisfaction, Sage Publications, Thousand Oaks, CA.
49. St John, C.H. and Rue, L.W. (1990), “Coordinating mechanisms, consensus between marketing and manufacturing groups, and marketplace performance”, Strategic Management Journal, Vol. 12 No. 7, pp. 549-55.
50. Thomas, J.B. and McDaniel, R.R. Jr (1990), “Interpreting strategic issues: effects of strategy and top management team information processing structure”, Academy of Management Journal, Vol. 33 No. 2, pp. 286-306.
51. Thomas, J.B., Shankster, L. and Mathieu, J. (1994), “Antecedents to organizational issue interpretation: the roles of single-level, cross-level, and content cues”, Academy of Management Journal, Vol. 37 No. 5, pp. 1252-84.
52. Tziner, A. and Latham, J.P. (1989), “The effects of appraisal instrument, feedback, and goal-setting on worker satisfaction”, Journal of Organizational Behavior, Vol. 10 No. 2, pp. 145-53.
53. Weick, K. (1995), Sensemaking in Organizations, Sage Publications, Thousand Oaks, CA.
54. Weick, K.E. and Sutcliffe, K.M. (2001), Managing the Unexpected: Assuring High Performance in an Age of Complexity, Jossey-Bass, San Francisco, CA.
55. West, C.T. Jr and Schwenk, C.R. (1996), “Top management team strategic consensus, demographic homogeneity and firm performance: a report on resounding nonfindings”, Strategic Management Journal, Vol. 17 No. 7, pp. 571-6.
56. Wooldridge, B. and Floyd, S.W. (1994), “The strategy process, middle manager involvement, and organizational performance”, Strategic Management Journal, Vol. 11 No. 3, pp. 231-41.
57. Zimmermann, S., Sypher, B.D. and Haas, J.W. (1996), “A communication metamyth in the workplace: the assumption that more is better”, Journal of Business Communication, Vol. 33 No. 2, pp. 185-204.