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How Supervisors Influence Performance: A Multilevel Study Of Coaching And Group Management In Technology-Mediated Services, Xiangmin Liu, Rosemary Batt 2010 Pennsylvania State University

How Supervisors Influence Performance: A Multilevel Study Of Coaching And Group Management In Technology-Mediated Services, Xiangmin Liu, Rosemary Batt

Articles and Chapters

This multilevel study examines the role of supervisors in improving employee performance through the use of coaching and group management practices. It examines the individual and synergistic effects of these management practices. The research subjects are call center agents in highly standardized jobs, and the organizational context is one in which calls, or task assignments, are randomly distributed via automated technology, providing a quasi-experimental approach in a real-world context. Results show that the amount of coaching that an employee received each month predicted objective performance improvements over time. Moreover, workers exhibited higher performance where their supervisor emphasized group assignments and ...


Does Service Matter? An Examination Of Donor Perceptions Of Service Quality In College Athletics, Stephen L. Shapiro 2010 Old Dominion University

Does Service Matter? An Examination Of Donor Perceptions Of Service Quality In College Athletics, Stephen L. Shapiro

Human Movement Sciences Faculty Publications

Service quality has been recognized as a strategic tool for improving organizational performance. Many non-profit organizations have taken a market-based approach to fundraising, which enhances the importance of service excellence. The purpose of this investigation was to examine donor perceptions of service quality in college athletics. First, an adapted version of Sargeant's (2001) non-profit service quality instrument was examined to assess its appropriateness within the context of college athletic donors. Confirmatory factor analysis (CFA) and validity and reliability analyses provided evidence of an adequate model fit. Subsequently, three multiple linear regression models were developed to examine the relationship between ...


Risk Management (Fin/Rmi 314) City As Classroom Project Report, Kathi McNichol PhD 2010 La Salle University

Risk Management (Fin/Rmi 314) City As Classroom Project Report, Kathi Mcnichol Phd

City as Classroom Projects

The nature of risk management and the role of the risk manager in both profit and not-for-profit business and governmental organizations are explored in FIN/RMI 314 – Risk Management. A decision framework for risk management choices is developed. Consideration is given to how risk management techniques impact shareholder value with emphasis placed on cash flow management. Application of principles is reinforced through in- and out-of-class assignments. Financial management techniques are used to evaluate alternative methods of handling risk. Students are expected to become informed about current issues in risk management through subscriptions to and use of on-line resources.

The students ...


A Remanufacturing News-Vendor With Pricing And Take-Back Pricing, Keyu LU 2010 Singapore Management University

A Remanufacturing News-Vendor With Pricing And Take-Back Pricing, Keyu Lu

Dissertations and Theses Collection (Open Access)

This paper analyzes the problem of a remanufacturing news-vendor with selling and take-back price decision. In our model, the remanufacturer decides selling price, take-back price, and order quantity for new materials. She then uses the stochastic take-back quantity and the new material to meet the stochastic demand comparably to a news vendor setting. We allow demand and take-back supply to be correlated. In this thesis, we study a production problem with dual input sources: raw materials and recycled or remanufactured take-back items. To answer when mixed-sourcing is best, we analyze the model under deterministic setting first, provide criteria for different ...


Pricing And Lead Time Decisions In A Duopoly Common Retailer Channel, Xiuming NIU 2010 Singapore Management University

Pricing And Lead Time Decisions In A Duopoly Common Retailer Channel, Xiuming Niu

Dissertations and Theses Collection (Open Access)

This thesis studies a dual-level decentralized supply chain consisting of two suppliers and two retailers facing a price- and lead-time-sensitive demand. We model the suppliers’ operations as M/M/1 queues and demand as a linear function of the retail prices and promised delivery lead-times offered to the customers. Three different kinds of games are constructed to analyze the pricing and lead-time decisions of the suppliers and retailers. We show the existence of a unique equilibrium in all games and provide the exact formulas to compute the optimal decisions for both the suppliers and retailers. We further present numerical examples ...


Evaluating Strategies To Create Successful Business Incubators In Massachusetts Gateway Cities, Sonya C. Smith 2010 University of Massachusetts Amherst

Evaluating Strategies To Create Successful Business Incubators In Massachusetts Gateway Cities, Sonya C. Smith

Masters Theses 1911 - February 2014

This thesis evaluates economic development, planning, public policy, and business strategies to create successful business incubators in Massachusetts’ post-industrial cities. These post-industrial cities in Massachusetts are dubbed “Gateway Cities” because they were once the economic engines of the region as well as areas of entry for many foreign-born residences to live and work. These cities have been recently plagued by high unemployment, poverty, and low business investment as many businesses, especially manufacturing, have located elsewhere. Legislation and policies involving redistribution of wealth to these Gateway Cities has recently been enacted to strengthen these communities. Although there currently isn’t a ...


The Impact Of Flexibility And Capacity Allocation On The Performance Of Primary Care Practices, Liang Wang 2010 University of Massachusetts Amherst

The Impact Of Flexibility And Capacity Allocation On The Performance Of Primary Care Practices, Liang Wang

Masters Theses 1911 - February 2014

The two important metrics for any primary care practice are: (1) Timely Access and (2) Patient-physician Continuity. Timely access focuses on the ability of a patient to get access to a physician as soon as possible. Patient-physician continuity refers to building a strong or permanent relationship between a patient and a specific physician by maximizing patient visits to that physician. In the past decade, a new paradigm called advanced access or open access has been adopted by practices nationwide to encourage physician to “do today’s work today.” However, most clinics still reserve pre-scheduled appointments for long lead-time appointments due ...


Students’ Perceptions Of Effectiveness Of Hospitality Curricula And Their Preparedness, Imran Rahman 2010 University of Massachusetts Amherst

Students’ Perceptions Of Effectiveness Of Hospitality Curricula And Their Preparedness, Imran Rahman

Masters Theses 1911 - February 2014

Curriculum assessment has been an important tool in measuring the effectiveness of the curriculum to evaluate student learning and preparedness. This study develops a conceptual framework, based on course offerings and descriptions of the Hospitality and Tourism Management Program at the University of Massachusetts Amherst, to evaluate how the curriculum contributes to students’ preparedness for their future career. Using an online field survey, this study examines the skills that contribute to students’ preparedness. Besides putting forward the strengths and weaknesses of the program, and identifying the significant skill areas that contribute significantly to students’ preparedness, findings of this study indicate ...


Excess Return Estimate And Risk Factors In Hospitality Firms, Genti Lagji 2010 University of Massachusetts Amherst

Excess Return Estimate And Risk Factors In Hospitality Firms, Genti Lagji

Masters Theses 1911 - February 2014

Calculating the expected return has been a longstanding issue in the finance. There is a positive correlation between the undertaken risk and excess return (or loss) but numerous variables need to be considered. This study builds on the Fama and French formula and adds factors unique to the hospitality industry such as labor cost and diversification in order to get results that are a tailored to the hospitality industry. Active hotel and restaurants companies (SIC 7011 and 5812 respectively) in the 2000-2009 period were analyzed in separate samples. The labor cost improves the explanatory on both samples and the diversification ...


Diagnosing Service Quality In Retailing: The Case Of Singapore, Srinivas Durvasula, Steven Lysonski 2010 Marquette University

Diagnosing Service Quality In Retailing: The Case Of Singapore, Srinivas Durvasula, Steven Lysonski

Marketing Faculty Research and Publications

This paper examines the service quality perceptions of consumers towards retailers in Singapore. We applied SERVQUAL, a popular measure of service quality to a sample of 172 consumers to assess service quality perceptions, expectations and gaps in service quality. We first examined the dimensionality and reliability of this scale. Subsequently, analysis by various demographic groups revealed significant gaps in service quality; the gaps in quality were much higher for some service quality dimensions than for others. The implications of these results for Singapore retailers and retail entrepreneurs are then presented along with future research directions.


What's On The Menu? Included Versus Excluded Funds For Singapore's Central Provident Fund Investors, Seng Kee, Benedict KOH, Olivia S. Mitchell 2010 Singapore Management University

What's On The Menu? Included Versus Excluded Funds For Singapore's Central Provident Fund Investors, Seng Kee, Benedict Koh, Olivia S. Mitchell

Research Collection Lee Kong Chian School Of Business

As one of the oldest and largest national mandatory defined contribution pension systems, Singapore's Central Provident Fund (CPF) permits employees to invest their retirement accumulations in a variety of investment instruments rather than leaving them in a government-managed investment fund. Many plan participants avail themselves of this opportunity, selecting from a menu of more than 200 `included' funds that satisfy specific admission criteria set by the CPF Board. Nevertheless, many other funds are excluded from the list of eligible retirement system investments. This article shows that the `included/non-included' screening criteria have been effective, in that included fund managers ...


Collective Investments For Pension Savings: Lessons From Singapore's Central Provident Fund Scheme, Seng Kee, Benedict KOH, Olivia S. Mitchell, Joelle H. Y. Fong 2010 Singapore Management University

Collective Investments For Pension Savings: Lessons From Singapore's Central Provident Fund Scheme, Seng Kee, Benedict Koh, Olivia S. Mitchell, Joelle H. Y. Fong

Research Collection Lee Kong Chian School Of Business

Singapore's mandatory national defined contribution pension system permits participants to invest their retirement savings in a wide range of investment instruments if they wish, rather than leaving their savings in Central Provident Fund (CPF) accounts to earn interest rates by default. This article asks whether workers seeking to earn higher returns can expect to do better than the CPF-managed default, by moving their money into professionally managed unit trusts. We use historical data to investigate whether fund managers possess superior stock picking and market timing skills, as well as whether they exhibit persistence in performance and offer diversification benefits ...


A Daily Investigation Of The Role Of Manager Empathy On Employee Well-Being, B. A. SCOTT, J. A. Colquitt, Elizabeth Layne PADDOCK, T. A. JUDGE 2010 Singapore Management University

A Daily Investigation Of The Role Of Manager Empathy On Employee Well-Being, B. A. Scott, J. A. Colquitt, Elizabeth Layne Paddock, T. A. Judge

Research Collection Lee Kong Chian School Of Business

In a daily diary study, the authors investigated the top-down influence of manager empathy on a process model of employee well-being. Sixty employees supervised by one of 13 managers completed a daily survey for 2 weeks, producing a total of 436 observations. Hierarchical linear modeling results revealed that, at the daily level, employees who reported somatic complaints made less progress on their goals and felt lower levels of positive affect and higher levels of negative affect. At the group level, cross-level main and interactive effects of manager empathy were observed, such that groups of employees with empathic managers experienced lower ...


Strategic Financial Management: Evidence From Seasoned Equity Offerings, Michael BARCLAY, Fangjian FU, Clifford SMITH 2010 Singapore Management University

Strategic Financial Management: Evidence From Seasoned Equity Offerings, Michael Barclay, Fangjian Fu, Clifford Smith

Research Collection Lee Kong Chian School Of Business

Extant theories of capital structure assume myopic financial managers. So they have hard time to explain the financing behavior of seasoned equity offering (SEO) firms. In contrast with the pecking order theory, SEO firms typically are financially healthy companies with significant cash balances, low leverage, and unused debt capacity. At odds with the tradeoff theory, SEOs often move firms away from, rather than closer to, their target leverage ratios. SEOs appear to be driven by capital needs associated with large investment projects rather than by market timing considerations. Firms issue debt following the SEO to finance investment further and to ...


Hong Kong’S New Creative Industries: The Example Of The Video Games Sector, F. Ted TSCHANG 2010 Singapore Management University

Hong Kong’S New Creative Industries: The Example Of The Video Games Sector, F. Ted Tschang

Research Collection Lee Kong Chian School Of Business

Hong Kong has considerable creative and entrepreneurial resources, and the opportunity to build a vibrant set of creative industries, including in the new sectors such as video games, animation, and computer graphics. However, as it stands, some of these industries, especially that of the games industry, are fledgling in nature. Strong supporting institutions already exist, but it is essential to discover how industry can be better supported with existing and new resources — financial and otherwise. The opportunities are immense, but so is the competition. The new entertainment media sectors are growing at a faster pace than most economic sectors in ...


Gathering Behavioral Samples Through A Computerized And Standardized Assessment Center Exercise Yes, It Is Possible, Filip LIEVENS, E VAN KEER, E VOLCKAERT 2010 Singapore Management University

Gathering Behavioral Samples Through A Computerized And Standardized Assessment Center Exercise Yes, It Is Possible, Filip Lievens, E Van Keer, E Volckaert

Research Collection Lee Kong Chian School Of Business

Although computerization and standardization might make assessment center (AC) exercises easier to administer and score, drawbacks are that most of such exercises have a static and multiple-choice format. This study reports on the development and initial validation of a computerized and standardized AC exercise that simulates key managerial tasks. This AC exercise capitalizes not only on the benefits of computerization and standardization (efficiency and cost savings) but at the same time aims to avoid their usual drawbacks (lower response fidelity and interactivity). The composite exercise score was significantly related to several criteria of interest and had incremental validity beyond cognitive ...


Academic Entrepreneurs: The Role Of Star Scientists In Commercialization Of Radical Science, Reddi KOTHA, Gerard GEORGE 2010 Singapore Management University

Academic Entrepreneurs: The Role Of Star Scientists In Commercialization Of Radical Science, Reddi Kotha, Gerard George

Research Collection Lee Kong Chian School Of Business

We examine the effects of individual, team, and institutional capabilities on the governance of technology contracts. Star scientific teams may work on higher quality projects which may be of high or low risk, depending on the maturity of the technology. Arguments that assumed that both capabilities and risk are codetermined, and seldom diverge in their effects on incentive preferences, may be tenuous in these cases. We test our predictions using a two-stage model in a sample of 1,474 inventions that were licensed through performance or upfront contracts. We find that when individuals and teams have strong capabilities, they prefer ...


Who Is Taking Your Business Across Borders? Harnessing Human Capital For Successful Regionalization In Asia, Richard Raymond Smith, C. Switzer, E. Craig 2010 Singapore Management University

Who Is Taking Your Business Across Borders? Harnessing Human Capital For Successful Regionalization In Asia, Richard Raymond Smith, C. Switzer, E. Craig

Research Collection Lee Kong Chian School Of Business

No abstract provided.


Work-Family Conflict In Work Groups: Social Information Processing, Support, And Demographic Dissimilarity, Devasheesh P. BHAVE, Amit KRAMER, Theresa G. GLOMB 2010 Singapore Management University

Work-Family Conflict In Work Groups: Social Information Processing, Support, And Demographic Dissimilarity, Devasheesh P. Bhave, Amit Kramer, Theresa G. Glomb

Research Collection Lee Kong Chian School Of Business

We used social information processing theory to examine the effect of work-family conflict (WFC) at the work group level on individuals' experience of WFC. Consistent with hypotheses, results suggest that WFC at the work group level influences individual WFC over and above the shared work environment and job demands. It was also observed that work group support and demographic dissimilarity moderate this relationship. Moderator analyses suggest that work group social support buffers WFC for individuals but is also associated with a stronger effect of work group WFC on individuals' WFC. Moreover, the work group effect on individuals' WFC was shown ...


Managing Innovation Successfully: The Value Of Contextual Fit (Doctoral Dissertation), Ronald Joachim BLEDOW 2010 Singapore Management University

Managing Innovation Successfully: The Value Of Contextual Fit (Doctoral Dissertation), Ronald Joachim Bledow

Research Collection Lee Kong Chian School Of Business

No abstract provided.


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