Yuliansyah, Yuliansyah and Rammal, Hussain and Rose, Elizabeth Business strategy and performance in Indonesia’s service sector. Journal of Asia Business Studies. ISSN 1558-7894

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Abstract

Purpose: The relationship between strategic choices and performance in service firms in emerging markets has remained largely under-researched. We address this issue by studying the performance of financial institutions in the context of Indonesia’s political, institutional and socio-cultural environment. Design/Methodology/Approach: Using institutional theory, we analyzed data collected using surveys and interviews with senior managers in Indonesian financial institutions. Findings: We 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 culturecognitive elements, and differentiate themselves by focusing on the provision of quality customer service and enhanced customer satisfaction. Originality/Value: We provide new insights by studying how the political and institutional environment and choice of strategy influences performance in the services sector in emerging economies.

Item Type:	Article
Subjects:	H Social Sciences > HF Commerce > HF5601 Accounting
Divisions:	Fakultas Ekonomi dan Bisnis (FEB) > Prodi Akuntansi
Depositing User:	YULIANSYAH
Date Deposited:	23 Sep 2019 03:49
Last Modified:	23 Sep 2019 03:49
URI:	http://repository.lppm.unila.ac.id/id/eprint/14325

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