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Articles 1 - 6 of 6
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Bridging The Operational Divide: An Information-Processing Model Of Internal Supply Chain Integration, Ana Rosado Feger
Bridging The Operational Divide: An Information-Processing Model Of Internal Supply Chain Integration, Ana Rosado Feger
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Supply Chain Management, the coordination of upstream and downstream flows of product, services, finances, and information from a source to a customer, has risen in prominence over the past fifteen years. The delivery of a product to the consumer is a complex process requiring action from several independent entities. An individual firm consists of multiple functional departments, each responsible for one aspect of customer service. In the traditional corporate structure of functional silos, there is little communication between Purchasing, Manufacturing, and Logistics, and yet these departments comprise three core supply chain processes of a firm. Ironically, managers report that it …
Interrupting The Workplace: Examining Stressors In An Information Technology Context, Pamela Galluch
Interrupting The Workplace: Examining Stressors In An Information Technology Context, Pamela Galluch
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This dissertation focuses on the negative and positive outcomes of information and communication technology (ICT) in facilitating and reducing stress. The goals of this dissertation are twofold: 1) to deepen our understanding of how ICT-enabled interruptions influence individuals' episodic stress and 2) to examine whether ICTs may also be used to diminish stress evoked by ICT-enabled interruptions. Originating from psychology, the demands control model (Karasek, 1979) is used as an overarching theoretical lens to explain this technology-based duality, where technology serves as both a problem causing and a solution alleviating stress. The demands control model suggests that stressors have their …
Towards A Theory On The Sustainability And Performance Of Floss Communities, Mohammad Almarzouq
Towards A Theory On The Sustainability And Performance Of Floss Communities, Mohammad Almarzouq
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With the emergence of Free/Libre and Open Source Software as a significant force that is reshaping the software industry, it becomes more important to reassess conventionally held wisdom about software development. Recent literature on the FLOSS development process suggests that our previously held knowledge about software development might be obsolete. We specifically highlight the tension between the views embodied by the Linus' Law and Brooks' Law.
Linus' Law was forwarded by Eric Raymond and suggests that the FLOSS development process benefits greatly from large numbers of developers. Brooks' Law, which is part of currently held wisdom on software development, suggests …
Service Recovery: Trend, Path Model, And Cultural Comparison, Hua-Hung Weng
Service Recovery: Trend, Path Model, And Cultural Comparison, Hua-Hung Weng
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This dissertation studies the trend of service recovery practice over the past decade, establishes a service recovery model, and compares the cultural differences using it. Service recovery has been an important topic in service operations, but few studies discuss the changes of recovery practices over time and analyze their differences across countries. This dissertation consists of three essays. The first investigates the service recovery trends by comparing recovery practices in 2008 and in 2000. In 2008, successful recovery was found to have less impact on satisfaction and loyalty, and fair compensation has less chance of successful recovery. The second essay …
Essays On Retail Store Delivery System Design Strategies, Ted Shockley
Essays On Retail Store Delivery System Design Strategies, Ted Shockley
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This research develops and empirically tests multiple theory-based models of retail store design strategies. Specifically, we examine the impact that different `bricks and mortar' (store channel) service delivery system design strategies have on merchandise retailer effectiveness; which we measure in terms of satisfaction, operating, and financial performance. We draw our theory from a multidisciplinary literature base in the areas of organizational design, service marketing and operations strategy, retail management, and analyses of capital markets. The aim is to provide insights for advancing service operations research and to offer retail store managers and designers a method to weigh the tradeoffs associated …
Digitally Enhancing Customer Agility And Competitive Activity: How Firms Use Information Technology To Sense And Respond To Market Opportunities In Hypercompetitive Environments, Nicholas Roberts
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This dissertation studies how information technology (IT) facilitates customer agility and, in turn, competitive activity. Customer agility refers to the extent to which a firm is able to sense and respond quickly to customer-based opportunities for innovation and competitive action. As such, customer agility consists of two key dimensions: sensing and responding. We propose that IT plays a critical role in facilitating a firm's customer agility - in particular, its sensing and responding components.
The Internet has spawned a rich set of tools that allow firms to engage in rich, interactive dialogues with a broad and diverse customer base, thereby …