Open Access. Powered by Scholars. Published by Universities.®
- Keyword
-
- Customer satisfaction (7)
- Articles (5)
- Loyalty (3)
- Productivity (3)
- Common tender (2)
-
- Computers (2)
- Consumer evaluations (2)
- Currency regulation (2)
- Digital currency (2)
- Economic measures (2)
- GDP (2)
- Global value chains (2)
- Globalization (2)
- Manufacturing (2)
- Manufacturing employment (2)
- Medium of exchange (2)
- Productivity measurement (2)
- Semiconductors (2)
- Trade deficit (2)
- Virtual currency (2)
- Adoption of an innovation (1)
- Analytics (1)
- Antecedents (1)
- Application Retirement (1)
- Application Retirement Process (1)
- Attitudes toward mobile marketing (1)
- Business (1)
- Business school (1)
- Car sharing (1)
- China (1)
- Publication
-
- Michael D. Johnson (12)
- Lance (Lijian) Chen (5)
- Ralph E. McKinney (2)
- Terence Lau (2)
- Abel Alfred Kinyondo (1)
-
- Dale H Shao (1)
- Dr. Kyle S. Herman (1)
- Gilbert Ernest Franco (1)
- Jeffrey Keisler (1)
- John Griffith (1)
- John J. Kanet (1)
- Mohammed Sani Abdulai (1)
- Shubhashree Thekahally 7340504 (1)
- Soumia Ichoua (1)
- Stephanie J. Creary (1)
- Susan N. Houseman (1)
- Timothy J. Bartik (1)
- Timothy R. Hinkin (1)
- Uday S. Tate (1)
- William H. Bleuel (1)
Articles 1 - 30 of 37
Full-Text Articles in Business
Effect Of Retiring Custom Web Applications On Business And Information Technology Alignment, Shubhashree Thekahally
Effect Of Retiring Custom Web Applications On Business And Information Technology Alignment, Shubhashree Thekahally
Shubhashree Thekahally 7340504
Web applications provide the information technology (IT) implementation of business and align IT with business. Retirement of IT applications should ensure stability of business and IT alignment. The current study investigated the alignment gaps created between business and IT resulting from retiring IT software applications. The purpose of this study was to identify IT integration points with business and provide a process-based solution that sustained IT alignment with business after retiring IT applications. The theoretical framework strategic alignment model aided in identifying 3 IT domains as the IT integration points with business: enterprise architecture, configuration management database, and service-level agreement. …
Take Two Tablets And Do Not Call For Judicial Review Until Our Heads Clear: The Supreme Court Prepares To Demolish The 'Wall Of Separation' Between Church And State, Terence Lau, William Wines
Take Two Tablets And Do Not Call For Judicial Review Until Our Heads Clear: The Supreme Court Prepares To Demolish The 'Wall Of Separation' Between Church And State, Terence Lau, William Wines
Terence Lau
In this article, we examine the issues that bring First Amendment jurisprudence to the grant of certiorari in Pleasant Grove v. Summum, scheduled for oral argument in the Supreme Court of the United States in November. We examine the historical basis for America’s religious heritage, the historical judicial treatment of the religious clauses, and the erosion of the wall of separation between church and state. We examine the Ten Commandments, finding inherent discrimination present in modern-day attempts to advance a particular version of the Ten Commandments as secular. By drawing upon Rousseau’s civic religion, we suggest alternative routes for the …
Attitudes Toward And Behavioral Intentions To Adopt Mobile Marketing: Comparisons Of Gen Y In The United States, France And China, Rebecca Wells, Catherine E. Kleshinski, Terence Lau
Attitudes Toward And Behavioral Intentions To Adopt Mobile Marketing: Comparisons Of Gen Y In The United States, France And China, Rebecca Wells, Catherine E. Kleshinski, Terence Lau
Terence Lau
The rapid global diffusion of mobile marketing makes it increasingly important to understand cross-‐cultural consumer attitudes and behavioral intentions toward mobile marketing as a promotional channel. By building on the previously published research of Altuna and Konuk (2009), this work investigates the attitudes and behavioral intentions toward mobile marketing of Generation Y consumers in the United States, France, and China. Based on this analysis, Chinese Gen Y have the most positive attitude toward mobile marketing, and their overall attitude is significantly more positive than the attitudes of French and American Gen Y groups. While American Gen Y's behavioral intentions are …
National Innovation Systems And Multinational Corporations, Kyle S. Herman
National Innovation Systems And Multinational Corporations, Kyle S. Herman
Dr. Kyle S. Herman
Enhancing Manufacturing Planning And Control Systems Through Artificial Intelligence Techniques, Ronald S. Dattero, John J. Kanet, Edna M. White
Enhancing Manufacturing Planning And Control Systems Through Artificial Intelligence Techniques, Ronald S. Dattero, John J. Kanet, Edna M. White
John J. Kanet
Manufacturing planning and control systems are currently dominated by systems based upon Material Requirements Planning (MRP). MRP systems have a number of fundamental flaws. A potential alternative to MRP systems is suggested after research into the economic batch scheduling problem. Based on the ideas of economic batch scheduling, and enhanced through artificial intelligence techniques, an alternative approach to manufacturing planning and control is developed. A framework for future research on this alternative to MRP is presented.
Capacity Planning With Financial And Operational Hedging In Low‐Cost Countries, Lijian Chen, Shanling Li, Letian Wang
Capacity Planning With Financial And Operational Hedging In Low‐Cost Countries, Lijian Chen, Shanling Li, Letian Wang
Lance (Lijian) Chen
The authors of this paper outline a capacity planning problem in which a risk-averse firm reserves capacities with potential suppliers that are located in multiple low-cost countries. While demand is uncertain, the firm also faces multi-country foreign currency exposures. This study develops a mean-variance model that maximizes the firm’s optimal utility and derives optimal utility and optimal decisions in capacity and financial hedging size. The authors show that when demand and exchange rate risks are perfectly correlated, a risk- averse firm, by using financial hedging, will achieve the same optimal utility as a risk-neutral firm. In this paper as well, …
A Simulation-Based Approach To Solve A Specific Type Of Chance Constrained Optimization, Lijian Chan
A Simulation-Based Approach To Solve A Specific Type Of Chance Constrained Optimization, Lijian Chan
Lance (Lijian) Chen
We solve the chance constrained optimization with convex feasible set through approximating the chance constraint by another convex smooth function. The approximation is based on the numerical properties of the Bernstein polynomial that is capable of effectively controlling the approximation error for both function value and gradient. Thus, we adopt a first-order algorithm to reach a satisfactory solution which is expected to be optimal. When the explicit expression of joint distribution is not available, we then use Monte Carlo approach to numerically evaluate the chance constraint to obtain an optimal solution by probability. Numerical results for known problem instances are …
Re-Solving Stochastic Programming Models For Airline Revenue Management, Lijian Chen, Tito Homem-De-Mello
Re-Solving Stochastic Programming Models For Airline Revenue Management, Lijian Chen, Tito Homem-De-Mello
Lance (Lijian) Chen
We study some mathematical programming formulations for the origin-destination model in airline revenue management. In particular, we focus on the traditional probabilistic model proposed in the literature. The approach we study consists of solving a sequence of two-stage stochastic programs with simple recourse, which can be viewed as an approximation to a multi-stage stochastic programming formulation to the seat allocation problem. Our theoretical results show that the proposed approximation is robust, in the sense that solving more successive two-stage programs can never worsen the expected revenue obtained with the corresponding allocation policy. Although intuitive, such a property is known not …
Ancillary Service Capacity Optimization For Both Electric Power Suppliers And Independent System Operator, Lijian Chen, Dengfeng Sun, Guang Li
Ancillary Service Capacity Optimization For Both Electric Power Suppliers And Independent System Operator, Lijian Chen, Dengfeng Sun, Guang Li
Lance (Lijian) Chen
Ancillary Services (AS) in electric power industry are critical to support the transmission of energy from generators to load demands while maintaining reliable operation of transmission systems in accordance with good utility practice. The ancillary services are procured by the independent system operator (ISO) through a process called the market clearing process which can be modeled by the partial equilibrium from the ends of ISO. There are two capacity optimization problems for both Market participants (MP) and Independent System Operator (ISO). For a market participant, the firm needs to determine the capacity allocation plan for various AS to pursue operating …
Capacity-Driven Pricing Mechanism In Special Service Industries, Lijian Chen, Suraj M. Alexander
Capacity-Driven Pricing Mechanism In Special Service Industries, Lijian Chen, Suraj M. Alexander
Lance (Lijian) Chen
We propose a capacity driven pricing mechanism for several service industries in which the customer behavior, the price demand relationship, and the competition are significantly distinct from other industries. According our observation, we found that the price demand relationship in these industries cannot be modeled by fitted curves; the customers would neither plan in advance nor purchase the service strategically; and the competition would be largely local. We analyze both risk neutral and risk aversion pricing models and conclude the proposed capacity driven model would be the optimal solution under mild assumptions. The resulting pricing mechanism has been implemented at …
Cynicism In Negotiation: When Communication Increases Buyers’ Skepticism, Eyal Ert, Stephanie J. Creary, Max H. Bazerman
Cynicism In Negotiation: When Communication Increases Buyers’ Skepticism, Eyal Ert, Stephanie J. Creary, Max H. Bazerman
Stephanie J. Creary
The economic literature on negotiation shows that strategic concerns can be a barrier to agreement, even when the buyer values the good more than the seller. Yet behavioral research demonstrates that human interaction can overcome these strategic concerns through communication. We show that there is also a downside of this human interaction: cynicism. Across two studies we focus on a seller-buyer interaction in which the buyer has uncertain knowledge about the goods for sale, but has a positive expected payoff from saying “yes” to the available transaction. Study 1 shows that most buyers accept offers made by computers, but that …
Judging Similarity Among Strings Described By Hierarchical Trees, Lola L. Lopes, Michael D. Johnson
Judging Similarity Among Strings Described By Hierarchical Trees, Lola L. Lopes, Michael D. Johnson
Michael D. Johnson
The paper compares the tree-theoretical model of similarity judgement (in which the similarity between two objects is a function of the distance between them in a conceptual tree) with an averaging model of similarity judgement that is drawn jointly from information integration theory and from current research indicating the prevalence of anchoring and adjustment mechanisms in judgement. Results of an experiment are presented that suggest that even when subjects organize conceptual material as a hierarchical tree, judgments of similarity among the objects are better accounted for by an averaging mechanism than by distances in the tree. These data are discussed …
The Evolution And Future Of National Customer Satisfaction Index Models, Michael D. Johnson, Anders Gustafsson, Tor Wallin Andreassen, Line Lervik, Jaesung Cha
The Evolution And Future Of National Customer Satisfaction Index Models, Michael D. Johnson, Anders Gustafsson, Tor Wallin Andreassen, Line Lervik, Jaesung Cha
Michael D. Johnson
A number of both national and international customer satisfaction barometers or indices have been introduced in the last decade. For the most part, these satisfaction indices are embedded within a system of cause and effect relationships or satisfaction model. Yet there has been little in the way of model development. Of critical importance to the validity and reliability of such indices is that the models and methods used to measure customer satisfaction and related constructs continue to learn, adapt and improve over time. The primary goal of this research is to propose and test a number of modifications and improvements …
The Effects Of Price Bundling On Consumer Evaluations Of Product Offerings, Michael D. Johnson, Andreas Herrmann, Hans H. Bauer
The Effects Of Price Bundling On Consumer Evaluations Of Product Offerings, Michael D. Johnson, Andreas Herrmann, Hans H. Bauer
Michael D. Johnson
The bundling of multiple products or components at a set price has become a popular marketing strategy. Although little is known of how bundled price information should be presented to consumers, mental accounting principles provide guidelines. These principles suggest that more positive evaluations should result from bundling or integrating component prices into a single price and debundling or segregating component discounts into a set of discounts. A study is reported in which consumers were presented an offer for an automobile and then asked to evaluate their satisfaction with the offer, likelihood of recommending, and likelihood of repurchasing the brand. The …
The Effects Of Satisfaction And Loyalty On Profits And Growth: Products Versus Services, Bo Edvardsson, Michael D. Johnson, Anders Gustafsson, Tore Strandvik
The Effects Of Satisfaction And Loyalty On Profits And Growth: Products Versus Services, Bo Edvardsson, Michael D. Johnson, Anders Gustafsson, Tore Strandvik
Michael D. Johnson
The paper uses data from the Swedish Customer Satisfaction Index together with performance data from competing industries to study the difference in logic in terms of customer satisfaction and loyalty between services and products. We find that for product firms loyalty can have a negative effect on company performance, while for service firms the effect is positive. The implication is that service firms must earn their loyalty but product firms can lower their prices and thus retain their customers.
Growth Through Product-Sharing Services, Michael D. Johnson, Andreas Herrmann, Frank Huber
Growth Through Product-Sharing Services, Michael D. Johnson, Andreas Herrmann, Frank Huber
Michael D. Johnson
The authors argue that product-sharing services, where companies offer customers the use of a physical product on a limited basis at a lower cost, offer an overlooked opportunity for growth. The primary advantage of product-sharing services is that they leverage a firm’s core product development and production capabilities to expand their portfolio of offerings and market segments. A framework is developed for distinguishing likely candidates for product sharing from unlikely candidates based on product, customer, and company-strategy considerations. An empirical study of a new car-sharing service at Daimler-Benz is then used to illustrate the development of such a service, its …
A Psychological Perspective On Cultural Difference: Epistemological Heterogeneity And Individual Heterogeneity Across Cultures, Kamal Fatehi, Uday S. Tate
A Psychological Perspective On Cultural Difference: Epistemological Heterogeneity And Individual Heterogeneity Across Cultures, Kamal Fatehi, Uday S. Tate
Uday S. Tate
Most cross-cultural studies of management have been sociological type. Conventional view of cultures and sociological perspective has resulted in the assumption that within each culture members are homogeneous in their psychological make-up, logic, and perspective. Although researchers have reminded us that people vary on pivotal psychological dimensions, both on a between-country and within-country basis, these reminders were not heeded. Maruyama’s theories and research on epistemological heterogeneity, and individual heterogeneity across cultures, or as it is called, mindscape, were the exception. This paper elaborates on epistemological heterogeneity and individual heterogeneity across cultures. It suggests that researchers in international management could use …
The Reality Of Digital Currency As A Financial Medium Of Exchange, Dale H. Shao, Lawrence Shao, Ralph E. Mckinney, Duane C. Rosenlieb
The Reality Of Digital Currency As A Financial Medium Of Exchange, Dale H. Shao, Lawrence Shao, Ralph E. Mckinney, Duane C. Rosenlieb
Dale H Shao
This paper presents a discussion of the requirements for the long term acceptance of digital currency as a financial medium of exchange through the examination of fundamental criteria associated with common tender and the examination of selected digital currencies. According to the U.S. Treasury, digital currencies are subject to regulation if that digital currency has a substitutive purpose for facilitating exchanging goods and services (Financial Crimes Enforcement Network, 2013). Although governments can place stipulations on currencies, users of common tender, such as digital currencies, expect at least three basic privileges for a digital currency to evolve from conception to realization. …
The Reality Of Digital Currency As A Financial Medium Of Exchange, Dale H. Shao, Lawrence Shao, Ralph E. Mckinney, Duane C. Rosenlieb
The Reality Of Digital Currency As A Financial Medium Of Exchange, Dale H. Shao, Lawrence Shao, Ralph E. Mckinney, Duane C. Rosenlieb
Ralph E. McKinney
This paper presents a discussion of the requirements for the long term acceptance of digital currency as a financial medium of exchange through the examination of fundamental criteria associated with common tender and the examination of selected digital currencies. According to the U.S. Treasury, digital currencies are subject to regulation if that digital currency has a substitutive purpose for facilitating exchanging goods and services (Financial Crimes Enforcement Network, 2013). Although governments can place stipulations on currencies, users of common tender, such as digital currencies, expect at least three basic privileges for a digital currency to evolve from conception to realization. …
Enhanced Expense Practices For Higher Education: Enduring Continuous Reductions In State Appropriation, Ralph E. Mckinney, Lawrence Shao
Enhanced Expense Practices For Higher Education: Enduring Continuous Reductions In State Appropriation, Ralph E. Mckinney, Lawrence Shao
Ralph E. McKinney
The way forward for higher education to survive and to endure reductions in state appropriations is the enrichment of practices associated with traditional expenses. Because consistent reductions in state appropriations threaten to cause major changes to educational services within Higher Education, this paper advocates enhancement to program management and changes to teaching practices without sacrificing students' expectations. In fact, these practices strengthen learning through practical and team teaching environments while promoting unity of colleges and integration of courses. Module learning and transition programs encourage students to complete degrees faster and step up to the next advance degree. Flexibility can be …
Technology, Customization, And Reliability, Michael D. Johnson, John E. Ettlie
Technology, Customization, And Reliability, Michael D. Johnson, John E. Ettlie
Michael D. Johnson
This research examines the relative importance that customers place on product reliability, or things-gone-wrong, and customization, or things-gone-right, across a range of industrial settings. We integrate an evolutionary theory of technology with a dynamic theory of competition to predict that: (1) when technological intensity is relatively low or high, customers place greater value on customization and (2) when technological intensity is more intermediate, product reliability and customization are more equally important. The predictions are tested and supported using data from the American Customer Satisfaction Index (ACSI) survey.
Capturing Customer Heterogeneity Using A Finite Mixture Pls Approach, Carsten Hahn, Michael D. Johnson, Andreas Herrmann, Frank Huber
Capturing Customer Heterogeneity Using A Finite Mixture Pls Approach, Carsten Hahn, Michael D. Johnson, Andreas Herrmann, Frank Huber
Michael D. Johnson
An approach for capturing unobserved customer heterogeneity in structural equation modeling is proposed based on partial least squares. The method uses a modified finite-mixture distribution approach. An empirical analysis using quality, customer satisfaction and loyalty data for convenience stores illustrates the advantages of the new method vis-à-vis a traditional market segmentation scheme based on well known grouping variables. The results confirm the assumption of heterogeneity in the individuals’ perception of the antecedents and consequences of satisfaction and their relationships. The results also illustrate how the finite-mixture approach complements and provides insights over and above a traditional segmentation scheme.
Order Effects In Customer Satisfaction Modelling, Seigyoung Auh, Linda Court Salisbury, Michael D. Johnson
Order Effects In Customer Satisfaction Modelling, Seigyoung Auh, Linda Court Salisbury, Michael D. Johnson
Michael D. Johnson
This research examines the effects of question order on the output of a customer satisfaction model. Theory suggests that locating product attribute evaluations prior to overall evaluations of satisfaction and loyalty should increase the impact of performance drivers in the model, explain more variation in the overall evaluations, and make positive satisfaction and loyalty evaluations more extreme. Our results show that, although customers′ overall evaluations are more extreme and better explained when provided after attribute evaluations, the impact of satisfaction drivers is relatively unaffected. Consistent with expectations, question order does affect the explained variation in satisfaction and the levels of …
The Impact Of Quality Practices On Customer Satisfaction And Business Results: Product Versus Service Organizations, Lars Nilsson, Michael D. Johnson, Anders Gustafsson
The Impact Of Quality Practices On Customer Satisfaction And Business Results: Product Versus Service Organizations, Lars Nilsson, Michael D. Johnson, Anders Gustafsson
Michael D. Johnson
Research on the differences in customer satisfaction between product and service organizations has focused on an output perspective, or how customers evaluate performance. This study takes this research inside organizations to analyze and investigate how key internal quality practices of product versus service organizations (employee management, process orientation, and customer orientation) influence customer satisfaction and business results. Using a national quality survey from 482 companies in Sweden, our analysis shows that for product organizations, internal quality practices influence customer satisfaction and business results primarily through an organization's customer orientation. For service organizations, both customer and process orientation impact customers directly, …
Maximum Versus Meaningful Discrimination In Scale Response: Implications For Validity Of Measurement Of Consumer Perceptions About Products, Madhubalan Viswanathan, Seymour Sudman, Michael D. Johnson
Maximum Versus Meaningful Discrimination In Scale Response: Implications For Validity Of Measurement Of Consumer Perceptions About Products, Madhubalan Viswanathan, Seymour Sudman, Michael D. Johnson
Michael D. Johnson
This paper argues for the use of the number of response categories that are meaningful to respondents as a criterion in designing attribute rating scales in marketing in contrast to a focus in past research on using scales to maximize the discrimination elicited from respondents. Whereas scales eliciting a maximum level of discrimination may be more reliable than scales eliciting a meaningful level of discrimination, the latter are argued to be more valid in measuring sameness and difference between brands that are meaningful to respondents. Specifically, a distinction is drawn in this paper between the maximum number of categories that …
The Role Of Quality Practices In Service Organizations, Anders Gustafsson, Lars Nilsson, Michael D. Johnson
The Role Of Quality Practices In Service Organizations, Anders Gustafsson, Lars Nilsson, Michael D. Johnson
Michael D. Johnson
The widespread interest in using quality management to improve organizational performance started in the manufacturing sector and later spread to service organizations. Quality management can be viewed as an approach to management characterized by its principles, practices and techniques (Dean and Bowen, 1994). Each principle is implemented through a set of practices, which consist of activities such as collecting customer information, improving work processes and managing employees. The practices are, in turn, made effective by the support of a wide array of techniques. The strength of quality management compared with other business philosophies is its focus on practical methodology, i.e. …
Expectations, Perceived Performance, And Customer Satisfaction For A Complex Service: The Case Of Bank Loans, Michael D. Johnson, Georg Nader, Claes Fornell
Expectations, Perceived Performance, And Customer Satisfaction For A Complex Service: The Case Of Bank Loans, Michael D. Johnson, Georg Nader, Claes Fornell
Michael D. Johnson
The models currently used to describe customers' satisfaction with products and services presume that customers have well-formed performance expectations. The present study uses data from the Swedish Customer Satisfaction Barometer to show that these models fail to describe customer satisfaction with bank loans, a complex, heterogeneous, and infrequently purchased service. Performance expectations are more likely an artifact of performance in this case and have no effect on satisfaction. This is quite different from other products and services where expectations are a stronger predictor of performance and have a positive effect on customer satisfaction.
A Meta-Analysis Of Crew Resource Management/Incident Command Systems Implementation Studies In The Fire And Emergency Services, John C. Griffith, Donna L. Roberts, Ronald T. Wakeham
A Meta-Analysis Of Crew Resource Management/Incident Command Systems Implementation Studies In The Fire And Emergency Services, John C. Griffith, Donna L. Roberts, Ronald T. Wakeham
John Griffith
The presentation will summarize a meta-analysis of studies on Crew Resource Management/Incident Command System implementation in the fire and emergency services. The need for using participative leadership tools such as CRM evolved from an NTSB recommendation that followed United Airlines Flight 173 crash in 1978. NASA, civilian and military aviation communities implemented Crew Resource Management (CRM) training to improve decisionmaking during flight operations. Maintenance Resource Management (MRM) was a variant of CRM and first appeared in a Federal Aviation Administration circular in 2000. CRM was adopted by the medical community in the 1990s, specifically in the surgical and nursing areas, …
Cultural Implications Of Customer Satisfaction Differences Of Help Desks In The Us And China, William H. Bleuel, Terry Young, Wayne Gertmenian
Cultural Implications Of Customer Satisfaction Differences Of Help Desks In The Us And China, William H. Bleuel, Terry Young, Wayne Gertmenian
William H. Bleuel
Customer satisfaction has become a very important aspect of business management in the high technology market. Companies that provide products and services world-wide often are concerned that customer satisfaction may be impacted by cultural differences. This study examines measures of customer satisfaction in two areas (China and the United States) to determine whether or not there is a difference in satisfaction scores provided by Help Desks. The trend in overall satisfaction over the seven year period from 2005 through 2011 is increasing in China faster than in the United States. Correlations between variously measured parameters of Help Desks and overall …
Productivity Standards, Marriage And Family Therapist Job Satisfaction, And Turnover Intent, Gilbert Ernest Franco
Productivity Standards, Marriage And Family Therapist Job Satisfaction, And Turnover Intent, Gilbert Ernest Franco
Gilbert Ernest Franco
Turnover among mental health professionals is high, which can have a direct impact on access to services and continuity of care. Informed by goal-setting theory, social-cognitive theory, and self-efficacy, this quantitative study investigated how California community mental health agency productivity standards were related to self-efficacy, job satisfaction, and marriage and family therapist (MFT) turnover intent among 141 MFTs. Participants completed a Demographic and Productivity Questionnaire, Job Self-Efficacy Scale, Job Satisfaction Scale, and Turnover Intention Scale. The relationship between participant age, gender, experience, number of work hours, licensure status, and job site with job satisfaction and turnover intent were assessed using …