Business, Enterprise & Management
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Item Face reality as it is, not as it was or as you wish it to be: a micro-level examination of retail exchange(2009) Pretious, Mike; Bent, Richard; Seaman, ClaireItem Business support systems and cultural diversity : a knowledge transfer partnership with a manufacturer of South Asian spicy foods(2005) Seaman, Claire; Bent, Richard; Campbell, Gordon; Miskin, David; Unis, A.This paper illustrates a successful Knowledge Transfer Partnership [KTP] carried out between Queen Margaret University College and Mrs Unis Spicy Foods, a manufacturer of South Asian Spicy foods based in Edinburgh. The project is believed to be one of the first of its kind to be carried out with a South Asian owned company and the unique cultural influences on project development and management. This paper highlights both the theoretical and practical processes of knowledge transfer and will illustrate the importance of business solutions that can be tailored to the culture within an individual company. Mrs Unis Spicy Foods is a company that manufactures samosas, pakoras, nan and curries which are distributed throughout Scotland. The products sell mainly to corner shops, cash and carries, delicatessens, hospitals and universities. In addition, food for local exhibitions and conferences and Indian party food for the general public are also supplied. The potential market size for Asian foods is difficult to estimate, due to the differing modes of supply. The restaurant trade is currently estimated to be worth over 2 billion per annum in the UK, but this market is currently lacking in growth opportunities. The pre-packaged convenience food sector, however, is seeing strong levels of growth and the increased demand for convenience foods across all sectors is predicted to continue. The increase in the amount of shelf-space now given to convenience foods of ethnic origin in food retailers is clearly visible and the continuing market for the development of new products for this market is acknowledged. The primary aim of the project was to facilitate long-term knowledge transfer of business expertise from the University to the company and to encourage academics to increase their practical business experience. The development of new fusion products that blended South Asian and Scottish cuisine was a part of this project, designed to facilitate company and sales development and the targeting of new market sectors [Seaman et al, 2005]. Much that is already apparent within the literature regarding business culture and the development of appropriate business support systems is born out by the experiences of this team, with the key role played by cultural aspects emphasised by the South Asian culture apparent within the company. In addition, whilst developing and managing projects and production in an environment where English is not the first language is well documented, a business where a variety of languages are spoken, far fewer are written and some employees cannot communicate directly with the business owner is a challenging proposition. In practice, the programme heralded important changes in the structure and development of the company providing a model for the future and raising important questions about change-management and decision making. The importance of this project is threefold: to businesses it illustrates the advantages of engaging in such projects; to academics it illustrates both the importance of the cultural dimension and the potential for success and for those engaged in the development of business support systems it emphasises the importance of the individually tailored response for diverse companies.Item Fissures in the marketing strategies of South Asian restaurants in Edinburgh(Blackwell Publishing Ltd, 2005-05) Seaman, Claire; Bent, Richard; Ingram, Arthur; Welsh, Rita; Mederos, MederosThis exploratory study sought to investigate South Asian restaurants in Edinburgh, Scotland, UK in order to obtain a preliminary identification of marketing gaps compromising their future profitability. The aims of the study were to expose and understand the relative importance attached by owners and managers of South Asian restaurants in Edinburgh to the different elements of the marketing mix. South Asian restaurants form a small but important sector of the restaurant in market in towns throughout the UK and are characteristically of disproportionate financial and social importance to the communities who run them. South Asian restaurants in Edinburgh, as in most towns in the UK, are run primarily by the Bangladeshi community and are under increasing pressure as the variety of restaurants operating in the sector increases. The results of the study make evident that any initiatives taken to support South Asian restaurants should include awareness-raising actions. Building awareness, which is perceived to be currently partially understood, of the importance of studying markets, customers and competitors is essential before any advice is given on how to accomplish these monitoring tasks. Equally, a fundamental priority is to encourage self-critical and proactive approaches to business, thus increasing the capacity to identify possible problems and implement correcting measures.Item "Blind we are, if creation of this clone army we could not see." George Lucas(2008-09-11) Bent, Richard; Seaman, Claire; Graham, Stuart; Silva, MauricioThe 'decline' and 'cloning' of the traditional high street coupled with the demise of the 'small' retailer is often cited as a negative aspect of modern society and even regarded as a causal factor supporting many of societies current ills. This paper challenges that assertion, arguing that our view of the traditional high street is often seen through 'rose tinted spectacles' and that in order to improve and proceed we should question the 'traditional' view of the independent high street operator. The paper argues that in order for the high street to develop and provide new and innovative outlets amongst the large scale chains a better form of knowledge transfer, business development and support needs to be developed. The team firstly look at the process of knowledge transfer within the small and often family run business environment. It then introduces the Edinburgh Hedge Model which is designed to illustrate the barriers and issues to engagement and business development from the process of transferring knowledge and learning to and from the independent/small business. The paper concludes by considering suggestions for further developments that would support and improve engagement, enhancing the business/high street proposition and the development of strong sustainable and varied businesses.Item Innovation and Knowledge Transfer in Rural Entrepreneurship and Regional Development(2008-05) Seaman, Claire; Graham, Stuart; Bent, RichardFamily businesses provide a critical structure for economic activity and wealth-creation worldwide, existing and flourishing across geo-political frontiers, markets, areas and legal forms of business [Poutzioris et al, 2004]. Worldwide, family businesses are the most common type of business and despite much academic debate about the precise definition of a family business, estimates of the proportion of family businesses within the economies of developed countries remain remarkably constant at around two thirds of business operations [Poutzioris et al, 2004] and around half of GDP economic activity and private employment [Shanker and Astrachan, 2006]. One constant theme throughout the literature is the relatively private nature of family businesses, which in turn tends to mean that accurate information about them is not readily available [Astrachan and Shanker, 2006]. A second constant theme is the importance of the contribution that family businesses make to economic, social, cultural and community development, whether the be in the UK [Reid and Harris, 2004], the USA [Astrachan and Shanker 2006], in the Chinese economy [Chung and Yuen, 2003; Poutzioris et al, 2004] or amongst distinct and relatively discrete minority communities [Dhaliwal and Kangis, 2008]. The combination of a sector of clear and, to some extent, measurable, importance where robust data are nonetheless difficult to establish, illustrates both the dilemma of family business research and its importance Working with the Scottish Family Business Association and the Economic Development Unit at East Lothian Council, Queen Margaret University are currently researching the impact of family business in East Lothian on local communities, businesses and regional development. Family businesses frequently play a key role in Regional Economic Development, as they tend to be based within a community and prove relatively resistant to major geographic re-location. The methodology is currently being piloted, therefore, which is based around the use of semi-structured interviews with one or more members of a family business. The impact of family business culture on knowledge transfer and the implications of the relatively informal working practices often identified within family-based SMEs will be considered, alongside effective strategies for engagement and examples from current projects. Links between current KT policy and the specific needs of family businesses will be explored as part of both local and National strategies for engagement.Item Staff motivation in small food manufacturing enterprises (2): the perceptions of owners and managers(Emerald, 2000) Bent, Richard; Seaman, Claire; Ingram, Arthur; Forbes, ClaireEarlier work examined the factors that affected staff motivation and satisfaction in small food businesses, focusing on staff whose roles did not include overall responsibility for the firm. As part of this work, 38 small food processing and manufacturing companies in Scotland were recruited and data collected using interviews and questionnaires. In order to examine the topic in greater detail and to offer a more complete perspective, the owners and/or managers of the 38 firms were interviewed and the results presented here as a contrast. Results highlighted differences in perception between the owner/managers and those staff who took part in the earlier data collection.Item Staff motivation in small food manufacturing enterprises(MCB UP Ltd, 1999) Bent, Richard; Seaman, Claire; Ingram, ArthurExamines the factors which affect staff motivation and satisfaction in small food businesses. Explores previous theories of motivation. Thirty-eight small food processing and manufacturing companies in Scotland formed the sample. Interviews and open-ended semistructured questionnaires were employed in the research. Results emphasise the importance of the management style of the owner/manager particularly when it comes to factors such as ``lack of appreciation'', ``poor communication'' and ``training''.Item Complaints handling and staff training by UK food retailers(MCB UP Ltd, 1997) Leighton, Caroline; Bent, RichardComplaints handling is now a marketing tool for retailers. Intense competition within the food retail sector makes it an area for retailers to gain competitive advantage. However, the commitment to complaints handling through employee training is a largely unexplored area. Describes how an in-depth questionnaire was used to survey UK multiple food retailers regarding the existence of complaints procedures; aspects of training such as prevalence, frequency, hours and methods; and the authority to resolve complaints in relation to employee status. Customer and staff communication, as part of the complaints handling process, was also investigated. Seven retailers took part in the survey and included a cross-section of retailers (including one of the major multiples), based on number of branches. Reports the results, which showed that all the food retailers had some form of training. However, this varied with employee status. Generally, training was not given frequently in a formal manner, but on an ad hoc basis. Authority to resolve complaints appears to lie still with senior staff, although customer and staff communication facilities appear to exist. Argues that complaints handling can be effective only with appropriate staff training at all levels.Item Minority ethnic businesses - so are we really saying that one size fits all?(Inderscience Publishers, 2009-12-27) Bent, Richard; Seaman, Claire; Silva, MauricioA model will be introduced to illustrate the synthesis of the issues raised and allow a pedagogical approach to be considered for future business intervention. It is widely recognised that SME success is a key factor to the health of the UK economy, yet the efficacy of business support and development is questioned by all sides. This work suggests the urgent need to identify 'real needs', effective business support and improved approaches for knowledge transfer. The paper is also designed to stimulate debate and question some of the existing methods, processes and views that are utilised in business support. It is hoped that by developing a better understanding of the needs and dynamics of both the minority and the wider SME market in general, a better use of support and (often limited) resources can be made. If business support is improved, then it is envisaged that this would cascade outwards and provide long-term social, community, entrepreneurial and economic benefits towards a 'healthier' nation.Item Public sector business support providers : marketing business support to the ethnic business sector(Emerald, 2007) Bent, Richard; Emslie, LisaPurpose - The economic and social importance of minority ethnic-owned businesses (MEBs) is widely recognised, but it is also well-known that the providers of business support services have so far fallen short of the ideal in identifying, targeting and communicating with MEBs. This study seeks to add to the very limited academic literature on the topic by investigating the application of marketing principles to the task, in Scotland. Design/methodology/approach - Data for interpretation were collected by six semi-structured in-depth interviews with public-sector business-support providers in Edinburgh and Glasgow. Findings - Providers are aware of the lack of awareness among MEBs of the services available, and the consequent poor take-up rates. Some have made limited efforts to initiate change by beginning to differentiate their products and services, and market them proactively, but others still favour a generic approach. A constraint on further progress is the lack of useful databases. Research limitations/implications - This was a small-scale exploratory study. It would be useful to use its tentative findings as the departure point for broader-based studies, especially where MEBs are more numerous. Practical implications - The findings contain lessons for academic researchers and marketing practitioners with an interest in ethnic minorities. Various differentiated- marketing strategies are discussed, and promotional strategies for targeting the owners and operators of MEBs. Originality/value - This study adds significantly to the published body of knowledge. Its findings are potentially applicable in the wider context of non-profit, public-sector and services marketing.