Abstract
The analysis presented in this paper focuses on management-customers relations as a useful way to understand the competitive advantage inside small/medium-sized family businesses. The objective of the work aims to verify if (a)there is agreement between management perceptions of business strengths and customers’ perceptions of the same strengths and, in this case, if (b) this agreement (perceptive concordance) can become an important aspect to maintain the firm competitive advantages. The research carried out through a single case study with a sample of 120 customers, has given interesting results and answers about the study initial purpose. Moreover, result interpretations offer some future managerial implications, extendable as well to other business types.References
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Barney J., (1986), “Strategic factor markets: Expectations, luck, and business strategy”, Management Science, 32(10), pag.1231- 1241.
Barney J., (1991), “Firm resources and sustained competitive advantage”, Journal of Management, 17(1), 99-120.
Berman S. L., Down J. T., Hill C. W. L., (2002), “Tacit knowledge as a competitive advantage in the National Basketball Association”, Academy of Management Journal, 45(1), 13-31.
Berman S. L., Down J.T., Hill C. W. L., (2002), “Tacit knowledge as a competitive advantage in family controlled firms”, Entrepreneurship Theory and Practice, 29(4), 249-265.
Biberman J. (2001), “The little book-shop that could”, Family Business Magazine 12(1), 23.
Bird B., Welsh, H., Astrchan, J. H., Pistrui, D. (2002), “Family business research: the evolution of an academic field”, Family Business Review, 15(4), 337-350.
Boldizzoni D., (1988), L’impresa familiare. Caratteristiche distintive e modelli di evoluzione, Il Sole 24 Ore.
Boldizzoni D., (1996), Impresa e famiglia: caratteristiche, problemi, prospettive del family business in Italia, in Boldizzoni D., Serio L., Il fenomeno piccola impresa. Una prospettiva pluridisciplinare, Guerini & Associati, Milano.
Brokaw, L. (1992), “Why family business are best”, Inc. Magazine, 19(3), 73.
Cabrera-Suarez K., De Saa-Perez P., Garcia-Almeida, D., (2001), “The Succession process from a resource and Knoledge-based view of the family firm.”, Family Business Review, 14(1), 37-47.
Carney M., (2005), “Corporate Governance and competitive advantage in family controlled firms”, Entrepreneurship Theory and Practice, 29(4), 249-265.
Chrisman, J. J., Chua,J. H., Sharma, P. (2003), “Current trends and future directions in family business management studies: toward a theory of the family firm”, Disponibile in: http: //www.usasbe.org/knowledge/whitepapers/index.asp
Conner K. R., (1991), “A historical comparison of resource-based theory and five schools of theory within industrial organization economics: Do we have a new theory of the firm?”, Journal of Management, 17(1), 121-154.
Cooper M. J., Upton N., Seaman S., (2005), “Customer relationship management: a comparative analysis of family and nonfamily business practices”, Journal of Small Business
Management, 43(3), pp. 242-256.
Corbetta G., (1993), Fasi evolutive delle imprese familiari e cambiamenti degli assetti istituzionali, in Amatori F., Invernizzi G. (a cura di), Assetti istituzionali e governo delle aziende e dei sistemi, Vol.I, Università Bocconi, Milano.
Corbetta G., (1995), Le concezioni delle relazioni tra famiglia e impresa, in Le imprese familiari. Caratteri originali, varietà e condizioni specifiche per la continuità , Egea, Milano.
Corbetta G., Marchisio G., (2000), “Imprese familiari italiane: numerose, diverse e grandi”, Economia e Management, n. 6.
D’Amico L., (1996), L’azienda proprietà familiare: la rilevanza del fenomeno, in AA.VV., L’azienda proprietà familiare, Giappichelli, Torino.
D’Aveni R., (1994), Hypercompetition, New York, Free Press.
Davison A. C., Hinkley D. V., (1997), Bootstrap Methods and their application, Cambridge University Press.
Dyer Jr., Sànchez, M., (1998), “Current state of family business theory and practice as reflected”, Family Business Review, 11(4), 287-295.
Eisenhard K. M., (1989), “Making fast strategic decisions in high velocity environments”, Academy of Management Journal, 32.
Favotto F., (2002) (a cura di), Imprese al bivio. Investire nella successione imprenditoriale come vantaggio competitivo, Cedam, Padova.
Giudici E., (1997), I mutamenti nelle relazioni impresa ambiente, Milano, Giuffrè.
Habbershon T. G., Williams M. L., (1999), “A resource-based framework for assessing the strategic advantage of family firms”, Family Business Review, 12(1), 27-39.
Habbershon T.G., Willliams M., MacMillan, I. (2003), “A unified systems perspective of family firm performance”, Journal of Business Venturing, 18 (4), 451
Handler W. C., (1989), “Methodological issues and considerations in studying family businesses”, Family Business Review, 2(3), 257-276.
Hienerth C., Kessler A., (2006), “Measuring success in family businesses: the concept of configurational fit”, Family Business Review, 19 (2), 115-134.
IFERA, (2003), “Family firms dominate”, Family Business Review, 16(4), 235-239.
Kogut B., Zander U., (1993), “Knowledge of the firm and the evolutionary theory of the multinational corporation”, Journal of International Business Studies, 24(4), 625-645.
Langley A., (1996), Stratégie d’analyse de données processuelles. Document de travail N. 21, ottobre, 1-22.
Leavitt T., (1983), The Marketing Imagination, The Free Press, New York (trad. it., Marketing Imagination, Sperling & Kupfer, Milano, 1986).
Leonard Barton D., (1990), “A dual methodology for case studies: synergistic use of a longitudinal single site with replicated multiple sites”, Organization Science, 1 (3), 248-266.
Likert R. (1932), A technique for measurement of attitudes. Archives of Psychology. 140.
Lyman A. (1991), “Customer service: does family owenership make a difference?”, Family Business Review, 4(3), 303-324.
Lubit R., (2001), “Tacit knowledge and Knowledge management: the keys to sustainable competitive advantage” in Organizational Dynamics, 29 (3), 164-178.
Marjorie J., Cooper N. U., Seaman S. (2005), “Customer relashionship management: a comparative analysis of family and nonfamily business practices”, Journal of Small Business
Management, 43(3), 242-256.
Maturana H., Varela F. (1984), El arbol del conoscimiento, Ed. Universitaria, Santiago. Mitchell R., Agle B., Wood D., (1997), “Toward a theory of stakeholder identification and salience: defining the principle of who and what really counts”, Academy of Management Review, 22, 853-886.
Montemerlo D., (2000), Il governo delle imprese familiari, Egea, Milano.
Morelli R., (2006), “Grossisti sotto la lente”, Commercio Elettrico, n. 8. Nelson R., Winter S., (1982), An evolutional theory of economic change, Cambridge, MA:Harvard University Press.
Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
Olson P. D., Zuiker V. S., Danes S.m., Stafford K., Heck R.K.Z., Duncan K. A., (2003), “Impact of family and business on family business sustainability”, Journal of Business Venturing, 18(5), 639-666.
Penrose E., (1959), The theory of the growth of the firm , Blackwell, Oxford & John Wiley & Sons, New York.
Piantoni G., (1990), La successione familiare in azienda, Etas, Milano.
Porter M. E., (1987), Il vantaggio competitivo, Milano, Ed. Comunità.
Poza E. J., (1995), “Competitive Advantages of family businesses”, speech delivered at the North TexaX Family Business Forum, Dallas,TX, June.
Reed R., DeFillippi R. J. (1990), “Casual ambiguity, barriers to imitation, and sustainable competitive advantage”, Academy of Management Review, 15(1), 88-102.
Rubentein C., (1990), “Power and priorities”, Family Business Magazine, 2(2), 37.
Rumelt R., (1987), “Theory, strategy and entrepreneurship”, in D. J. Teece (Ed.), The competitive challenge (pp. 556-579). Cambridge, MA:Ballinger
Sharma P. (2004), “An overview of the field of family business studies: current status and directions for the future”, Family Business Review, 17(1), 1-36.
Sharma P., Chrisman J., Chua J., (1996), A review and annotated bibliography of family business studies, Boston, MA: Kluwer Academic Publishers.
Sirmon G., Hitt M., (2003), “Managing resources: linking unique resources, management, and wealth creation in family firms”, Entrepreneurship Theory and Practice, 27(4), 339-358.
Stafford K., Duncan K. A., Dane S., Winter M. (1999), “A research model of sustainable family businesses”, Family Business Review, 12(3),197-208.
Stevens S. S., (1946), “On the theory of scales of measurement”, Science, 103, 677-680.
Stone D., (2000), “Beatine the chains”, Family Business Magazine, 12(1), 10.
Teece D. J., (1982), “Towards an economic theory of the multiproduct firm”, Journal of Economic Behavior and Organization, 3(1), 39-63.
Teece D.J., Pisano G., (1998), “The dynamic capabilities of firms”, in G. Dosi et al. (EDs.), Technology, organization and competitiveness (pp. 193-212). Oxford: Oxford University Press.
Tokarczyk J., Hansen E., Green M., Down J., (2007), “A Resource-Based View and Market Orientation Theory Examination of the Role of “Familiness” in Family Business Success”, Family Business Review, 20(1), 17-31.
Tomaselli S., (1996), Longevità e sviluppo delle imprese familiari, Giuffrè, Milano.
Upton N., (2001), Fast Growth Family firms: best practices in management, marketing and finance, Kansas City: Kauffman Foundation.
Usai G., (2000), L’efficienza nelle organizzazioni (2nd ed.), UTET, Torino.
Vicari S., (1991), L’impresa vivente.Itinerario in una diversa concezione, Etas Libri, Milano.
Voltimum, (2005), Ricerca di mercato sul settore della distribuzione di materiale elettrico in Italia, In htt://www.elettricoplus.it
Wakoh H., Collins S., (2001), “Evaluating project proposals”, Research Technology Management, November-December, 32-37.
Ward J., Aronoff C. E., (1991), “Family business: trust gives you tha advantage”, Nation’s Business, 79(8), 42-44.
Wernerfelt B., (1984), “A resource-based view of the firm”, Strategic Management Journal, 5, 272-280.
Wernerfelt B., (1995), “A resource-based view of the firm: ten years after”, Strategic Management Journal, 16, 171-174.
Wortman Jr., M. S. (1994), “Theoretical foundations for family-owned businesses: A conceptual and research based paradigm”, Family Business Review, 7(1), 3-27.
Yin, R. K., (1989), Case study research. Design and methods, Sage publications, Inc.,CA
Zahra S. A., Sharma P., (2004), “Family business research: a strategic reflection”, Family Business Review 17(4), 331- 346.
Barney J., (1986), “Strategic factor markets: Expectations, luck, and business strategy”, Management Science, 32(10), pag.1231- 1241.
Barney J., (1991), “Firm resources and sustained competitive advantage”, Journal of Management, 17(1), 99-120.
Berman S. L., Down J. T., Hill C. W. L., (2002), “Tacit knowledge as a competitive advantage in the National Basketball Association”, Academy of Management Journal, 45(1), 13-31.
Berman S. L., Down J.T., Hill C. W. L., (2002), “Tacit knowledge as a competitive advantage in family controlled firms”, Entrepreneurship Theory and Practice, 29(4), 249-265.
Biberman J. (2001), “The little book-shop that could”, Family Business Magazine 12(1), 23.
Bird B., Welsh, H., Astrchan, J. H., Pistrui, D. (2002), “Family business research: the evolution of an academic field”, Family Business Review, 15(4), 337-350.
Boldizzoni D., (1988), L’impresa familiare. Caratteristiche distintive e modelli di evoluzione, Il Sole 24 Ore.
Boldizzoni D., (1996), Impresa e famiglia: caratteristiche, problemi, prospettive del family business in Italia, in Boldizzoni D., Serio L., Il fenomeno piccola impresa. Una prospettiva pluridisciplinare, Guerini & Associati, Milano.
Brokaw, L. (1992), “Why family business are best”, Inc. Magazine, 19(3), 73.
Cabrera-Suarez K., De Saa-Perez P., Garcia-Almeida, D., (2001), “The Succession process from a resource and Knoledge-based view of the family firm.”, Family Business Review, 14(1), 37-47.
Carney M., (2005), “Corporate Governance and competitive advantage in family controlled firms”, Entrepreneurship Theory and Practice, 29(4), 249-265.
Chrisman, J. J., Chua,J. H., Sharma, P. (2003), “Current trends and future directions in family business management studies: toward a theory of the family firm”, Disponibile in: http: //www.usasbe.org/knowledge/whitepapers/index.asp
Conner K. R., (1991), “A historical comparison of resource-based theory and five schools of theory within industrial organization economics: Do we have a new theory of the firm?”, Journal of Management, 17(1), 121-154.
Cooper M. J., Upton N., Seaman S., (2005), “Customer relationship management: a comparative analysis of family and nonfamily business practices”, Journal of Small Business
Management, 43(3), pp. 242-256.
Corbetta G., (1993), Fasi evolutive delle imprese familiari e cambiamenti degli assetti istituzionali, in Amatori F., Invernizzi G. (a cura di), Assetti istituzionali e governo delle aziende e dei sistemi, Vol.I, Università Bocconi, Milano.
Corbetta G., (1995), Le concezioni delle relazioni tra famiglia e impresa, in Le imprese familiari. Caratteri originali, varietà e condizioni specifiche per la continuità , Egea, Milano.
Corbetta G., Marchisio G., (2000), “Imprese familiari italiane: numerose, diverse e grandi”, Economia e Management, n. 6.
D’Amico L., (1996), L’azienda proprietà familiare: la rilevanza del fenomeno, in AA.VV., L’azienda proprietà familiare, Giappichelli, Torino.
D’Aveni R., (1994), Hypercompetition, New York, Free Press.
Davison A. C., Hinkley D. V., (1997), Bootstrap Methods and their application, Cambridge University Press.
Dyer Jr., Sànchez, M., (1998), “Current state of family business theory and practice as reflected”, Family Business Review, 11(4), 287-295.
Eisenhard K. M., (1989), “Making fast strategic decisions in high velocity environments”, Academy of Management Journal, 32.
Favotto F., (2002) (a cura di), Imprese al bivio. Investire nella successione imprenditoriale come vantaggio competitivo, Cedam, Padova.
Giudici E., (1997), I mutamenti nelle relazioni impresa ambiente, Milano, Giuffrè.
Habbershon T. G., Williams M. L., (1999), “A resource-based framework for assessing the strategic advantage of family firms”, Family Business Review, 12(1), 27-39.
Habbershon T.G., Willliams M., MacMillan, I. (2003), “A unified systems perspective of family firm performance”, Journal of Business Venturing, 18 (4), 451
Handler W. C., (1989), “Methodological issues and considerations in studying family businesses”, Family Business Review, 2(3), 257-276.
Hienerth C., Kessler A., (2006), “Measuring success in family businesses: the concept of configurational fit”, Family Business Review, 19 (2), 115-134.
IFERA, (2003), “Family firms dominate”, Family Business Review, 16(4), 235-239.
Kogut B., Zander U., (1993), “Knowledge of the firm and the evolutionary theory of the multinational corporation”, Journal of International Business Studies, 24(4), 625-645.
Langley A., (1996), Stratégie d’analyse de données processuelles. Document de travail N. 21, ottobre, 1-22.
Leavitt T., (1983), The Marketing Imagination, The Free Press, New York (trad. it., Marketing Imagination, Sperling & Kupfer, Milano, 1986).
Leonard Barton D., (1990), “A dual methodology for case studies: synergistic use of a longitudinal single site with replicated multiple sites”, Organization Science, 1 (3), 248-266.
Likert R. (1932), A technique for measurement of attitudes. Archives of Psychology. 140.
Lyman A. (1991), “Customer service: does family owenership make a difference?”, Family Business Review, 4(3), 303-324.
Lubit R., (2001), “Tacit knowledge and Knowledge management: the keys to sustainable competitive advantage” in Organizational Dynamics, 29 (3), 164-178.
Marjorie J., Cooper N. U., Seaman S. (2005), “Customer relashionship management: a comparative analysis of family and nonfamily business practices”, Journal of Small Business
Management, 43(3), 242-256.
Maturana H., Varela F. (1984), El arbol del conoscimiento, Ed. Universitaria, Santiago. Mitchell R., Agle B., Wood D., (1997), “Toward a theory of stakeholder identification and salience: defining the principle of who and what really counts”, Academy of Management Review, 22, 853-886.
Montemerlo D., (2000), Il governo delle imprese familiari, Egea, Milano.
Morelli R., (2006), “Grossisti sotto la lente”, Commercio Elettrico, n. 8. Nelson R., Winter S., (1982), An evolutional theory of economic change, Cambridge, MA:Harvard University Press.
Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
Olson P. D., Zuiker V. S., Danes S.m., Stafford K., Heck R.K.Z., Duncan K. A., (2003), “Impact of family and business on family business sustainability”, Journal of Business Venturing, 18(5), 639-666.
Penrose E., (1959), The theory of the growth of the firm , Blackwell, Oxford & John Wiley & Sons, New York.
Piantoni G., (1990), La successione familiare in azienda, Etas, Milano.
Porter M. E., (1987), Il vantaggio competitivo, Milano, Ed. Comunità.
Poza E. J., (1995), “Competitive Advantages of family businesses”, speech delivered at the North TexaX Family Business Forum, Dallas,TX, June.
Reed R., DeFillippi R. J. (1990), “Casual ambiguity, barriers to imitation, and sustainable competitive advantage”, Academy of Management Review, 15(1), 88-102.
Rubentein C., (1990), “Power and priorities”, Family Business Magazine, 2(2), 37.
Rumelt R., (1987), “Theory, strategy and entrepreneurship”, in D. J. Teece (Ed.), The competitive challenge (pp. 556-579). Cambridge, MA:Ballinger
Sharma P. (2004), “An overview of the field of family business studies: current status and directions for the future”, Family Business Review, 17(1), 1-36.
Sharma P., Chrisman J., Chua J., (1996), A review and annotated bibliography of family business studies, Boston, MA: Kluwer Academic Publishers.
Sirmon G., Hitt M., (2003), “Managing resources: linking unique resources, management, and wealth creation in family firms”, Entrepreneurship Theory and Practice, 27(4), 339-358.
Stafford K., Duncan K. A., Dane S., Winter M. (1999), “A research model of sustainable family businesses”, Family Business Review, 12(3),197-208.
Stevens S. S., (1946), “On the theory of scales of measurement”, Science, 103, 677-680.
Stone D., (2000), “Beatine the chains”, Family Business Magazine, 12(1), 10.
Teece D. J., (1982), “Towards an economic theory of the multiproduct firm”, Journal of Economic Behavior and Organization, 3(1), 39-63.
Teece D.J., Pisano G., (1998), “The dynamic capabilities of firms”, in G. Dosi et al. (EDs.), Technology, organization and competitiveness (pp. 193-212). Oxford: Oxford University Press.
Tokarczyk J., Hansen E., Green M., Down J., (2007), “A Resource-Based View and Market Orientation Theory Examination of the Role of “Familiness” in Family Business Success”, Family Business Review, 20(1), 17-31.
Tomaselli S., (1996), Longevità e sviluppo delle imprese familiari, Giuffrè, Milano.
Upton N., (2001), Fast Growth Family firms: best practices in management, marketing and finance, Kansas City: Kauffman Foundation.
Usai G., (2000), L’efficienza nelle organizzazioni (2nd ed.), UTET, Torino.
Vicari S., (1991), L’impresa vivente.Itinerario in una diversa concezione, Etas Libri, Milano.
Voltimum, (2005), Ricerca di mercato sul settore della distribuzione di materiale elettrico in Italia, In htt://www.elettricoplus.it
Wakoh H., Collins S., (2001), “Evaluating project proposals”, Research Technology Management, November-December, 32-37.
Ward J., Aronoff C. E., (1991), “Family business: trust gives you tha advantage”, Nation’s Business, 79(8), 42-44.
Wernerfelt B., (1984), “A resource-based view of the firm”, Strategic Management Journal, 5, 272-280.
Wernerfelt B., (1995), “A resource-based view of the firm: ten years after”, Strategic Management Journal, 16, 171-174.
Wortman Jr., M. S. (1994), “Theoretical foundations for family-owned businesses: A conceptual and research based paradigm”, Family Business Review, 7(1), 3-27.
Yin, R. K., (1989), Case study research. Design and methods, Sage publications, Inc.,CA
Zahra S. A., Sharma P., (2004), “Family business research: a strategic reflection”, Family Business Review 17(4), 331- 346.
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