Business Commons^™

Reshaping Competitive Advantages With Analytics Capabilities In Service Systems, Shahriar Akter, Angappa Gunasekaran, Samuel Fosso Wamba, Mujahid M. Babu, Umme Hani

Sydney Business School - Papers

Big data analytics capability can reshape competitive advantages for a service system. However, little is known about how to develop and operationalize a service system analytics capability (SSAC) model. Drawing on the resource based view (RBV), dynamic capability theory (DCT) and the emerging literature on big data analytics, this study develops and validates an SSAC model and frames its impact on competitive advantages using 251 survey data from service systems analytics managers in the U.S. Partial Least Squares (PLS)-Structural Equation Modeling (SEM) was used as a data analysis technique to develop and validate the hierarchical SSAC model. The main findings …

Building Dynamic Service Analytics Capabilities For The Digital Marketplace, Shahriar Akter, Saradhi Motamarri, Umme Hani, Riad Shams, Mario Fernando, Mujahid M. Babu, Kathy Shen

Sydney Business School - Papers

Service firms are now interacting with customers through a multitude of channels or touchpoints. This progression into the digital realm is leading to an explosion of data, and warranting advanced analytic methods to manage service systems. Known as big data analytics, these methods harness insights to deliver, serve, and enhance the customer experience in the digital marketplace. Although global economies are becoming service-oriented, little attention is paid to the role of analytics in service systems. As such, drawing on a systematic literature review and thematic analysis of 30 in-depth interviews, this study aims to understand the nature of service analytics …

Improving National Hospice/Palliative Care Service Symptom Outcomes Systematically Through Point-Of-Care Data Collection, Structured Feedback And Benchmarking, David Currow, Samuel Allingham, Patsy Yates, Claire Johnson, Katherine Clark, Kathy Eagar

Sydney Business School - Papers

Purpose Every health care sector including hospice/palliative care needs to systematically improve services using patient-defined outcomes. Data from the national Australian Palliative Care Outcomes Collaboration aims to define whether hospice/palliative care patients' outcomes and the consistency of these outcomes have improved in the last 3 years.

Methods Data were analysed by clinical phase (stable, unstable, deteriorating, terminal). Patient-level data included the Symptom Assessment Scale and the Palliative Care Problem Severity Score. Nationally collected point-of-care data were anchored for the period July-December 2008 and subsequently compared to this baseline in six 6-month reporting cycles for all services that submitted data in …

Working Together For Mental Health: Evaluation Of A One-Day Mental Health Course For Human Service Providers, Pamela E. Grootemaat, Cathie Gillan, Gillian Holt, Wayne Forward, Narelle Heywood, Sue Willis

Sydney Business School - Papers

Background: The Working Together For Mental Health course is an 8-hour course designed to demystify mental illness and mental health services. The main target group for the course is people working in human service organisations who provide services for people with mental illness. Methods: A questionnaire was administered to all participants attending the course during 2003 (n = 165). Participants completed the questionnaire before and immediately after the course, and at three month follow-up. Results: A response rate of 69% was achieved with 114 people completing the questionnaire on all three occasions. The responses showed a significant …

The Role Of Online Profiling, Service Quality, Satisfaction And Loyalty In Developing A Crm Capability: Propositions And Considerations, Jamie Carlson, Ranjit Voola, Sukunesan Sinnappan

Sydney Business School - Papers

The Internet has the ability to profile online customers to develop effective customer relationship management (CRM) strategies for e-commerce that requires interaction and coordination between various resources within an organization. However, limited research exists in understanding CRM as an outcome of the interaction between various resources, as well as an organizational capability. This paper applies the Resource Based View of the firm to propose an integrated framework in the management of a CRM capability and suggests that this capability comprises managing the interactions between recently developed concepts such as online-profiling, service quality, satisfaction and loyalty.