Business Commons^™

Consumer Response To Outsourced 1-800 Calls: It’S The Solution Not The Country, Richard Feinberg, Wenti Xu, Leigh Hokama

Journal of Applied Marketing Theory

The growth of call center outsourcing and its emergence as a political and economic issue may have obscured some very important business and consumer issues. It is believed by many that consumers cannot be satisfied when calls are outsourced (offshored to India for example). The purpose of this study is to understand the relationship between where a call is answered and what happened on that call. In this study call outsourcing is placed within the well understood area of country-oforigin effects. Two experiments were completed in which outsourced country was manipulated with call outcome (resolution or no resolution). The findings …

An Enhanced Model For Managing Change In Organizations, Thomas A. Pollack, John M. Lanasa, Dorene Ciletti

Journal of Applied Marketing Theory

Change has become a “way of life” in organizations. The pace of change has increased substantially in recent years as a result of issues such as the pressures of global competition the impact of the Internet, customer demands and ever changing enhancement of technical capabilities. These changes affect what people do and how they fulfill their responsibilities, and therefore, there are varied reactions Historically, failures in change implementation have not been attributable to a lack of technical feasibility and functionality but instead have been the result of employee resistance. The difficulty of implementing organizational change has presented an ongoing challenge …

Exploring The Factors Affecting The Perceived Program Quality Of International Sports Education Programs: The Case Of A Chinese Sports University, Luke Lunhua Mao, James Zhang

Journal of Applied Marketing Theory

This study explored and tested factors affecting the perceived quality of international sports education provisions in the context of a Chinese sports university. Based on a comprehensive literature review, on-site observations, interviews with students and administrators, and a test of content validity by a panel of experts, a questionnaire was developed and administered to 61 international students attending a sports university in China. An exploratory factor analysis produced five factors related to perceived program quality, with 22 items retained (i.e., leaning environment, service orientation, administrative professionalism, content assurance, and academic growth). Hierarchical regression analyses revealed that these program quality factors …

Moral Foundation Theory And Marketing, Steve Lemay, James Coleman, Dave Mcmahon

Journal of Applied Marketing Theory

In setting the stage for Moral Foundations Theory (MFT), Jon Haidt (2004) identified five foundations of intuitive ethics: 1) harm/care; 2) fairness/reciprocity; 3) ingroup/loyalty; 4) authority/respect; 5) and purity/sanctity. Each foundation could have implications for the content of marketing messages, but this research is the first attempt to test those implications in specific markets with specific products. This research explores the practical, promotional uses of John Haidt’s Moral Foundation Theory. Haidt’s work shows a strong relationship between his moral foundations and political orientation. Since marketers can readily get political data at the county level in the United States, these foundations …

Conditional Lot Splitting To Avoid Setups While Reducing Flow Time, Jacob V. Simons, Mark E. Kraus, Willis Mwangola, Gerard Burke

Department of Logistics & Supply Chain Management Faculty Publications

Previous research has clearly and consistently shown that flow time advantages accrue from splitting production lots into smaller transfer batches or sub-lots. Less extensively discussed, and certainly undesired, is the fact that lot splitting may dramatically increase the number of setups required, making it impractical in some settings. This paper describes and demonstrates a primary cause of these “extra” setups. It then proposes and evaluates decision rules which selectively invoke lot splitting in an attempt to avoid extra setups. For the closed job shop environment tested, our results indicate that conditional logic can achieve a substantial portion of lot splitting’s …

Staff Council Meeting Minutes, Georgia Southern University, Staff Council

Staff Council Meeting Agenda and Minutes

No abstract provided.

Pension Accounting And Reporting With Other Comprehensive Income And Deferred Taxes: A Worksheet Approach, Robert E. Jackson, L. Dwight Sneathen, Timothy R. Veal

School of Accountancy Faculty Research and Publications

This instructional tool presents pension accounting using a worksheet approach where debits equal credits for both the employer and for the plan. Transactions associated with the initiation of the plan through the end of the second year of the plan are presented, including their impact on accumulated other comprehensive income and deferred taxes. This article is intended as a supplemental teaching tool that demonstrates the impact of a plans funded status on the employers financial statements in a way that, based upon anecdotal evidence, accounting students and practitioners have found extremely beneficial beyond traditional accounting textbooks.

Staff Council Meeting Minutes, Georgia Southern University, Staff Council

Staff Council Meeting Agenda and Minutes

No abstract provided.

Theresource, Georgia Southern University

Georgia Southern University Human Resources Newsletters

• Print Recruitment
• Medical Leave Assistance Pro
• Employment Update
• Benefits Update
• Building a Better U Update
• E-Learning Trends
• Employee Training Completions
• Wellness Up
• Training Update
• Eagle Perks

Editors' Comments For Jamt Volume 3, Number 1, Michael Mccall

Journal of Applied Marketing Theory

Editors' comments and issue cover for volume 3, issue 1.

The Role Of Customer Loyalty To The Salesperson In Generating Premium Revenue For Retailers, Ronald A. Clark, James J. Zboja, Clay M. Voorhees

Journal of Applied Marketing Theory

The findings of this research underscore the relative importance of loyalty to the salesperson, when compared with retailer trust and satisfaction, on outcomes such as loyalty to the retailer and a consumer’s willingness to pay price premiums. This research also demonstrates that loyalty to the salesperson has a diminished effect on both outcomes when the merchandise is perceived as being high quality. The findings suggest that managers need to be aware of potential contingency factors that may affect relationships within the service profit chain. Moreover, the results reveal that consumers make holistic evaluations of services and consider both the physical …

Customer Complaint Handling: The Importance Of Employee Training For Customer Service, Nader Shooshtari, Shawn Clouse, Simona Stan

Journal of Applied Marketing Theory

Providing superior customer service and having effective and efficient customer complaint handling procedures are critical to a firm’s success in the marketplace. This paper reports on a survey of Chamber of Commerce members in a community with a population of about 65,000 people with regard to their customer complaint handling policies and practices. The findings indicate that firms which train customer service employees in customer complaint handling are likely to collect, record, and respond to customer feedback and complaints in a more systematic way than those firms which do not provide such training. These firms are also more likely to …

An Empirical Taxonomy Of Tourist Information Search Strategies, Stephen W. Clopton, James E. Stoddard, Mike R. Evans

Journal of Applied Marketing Theory

An empirical taxonomy of tourists’ information search strategies is developed based on a survey of a large sample of tourists. The taxonomy reveals five different information search strategies. Each search strategy consists of the combination of individual information sources used by tourists in pre-trip planning. The five information search strategies are related to select tourist demographic characteristics, trip activities, accommodation choices, and general media preferences. The results indicate a multivariate relationship between tourist demographics and information search strategies. Furthermore, information search strategies are related to tourists’ preferred trip activities and choice of accommodations. Implications of the taxonomy for tourism marketing …

Control And Fairness In Customer Service, Odile J. Streed, Albert Kagan

Journal of Applied Marketing Theory

Using the concept of “role theories”, the notions of fairness, freedom versus control, and psychological reactance this article examines how these human factors interact in quick service restaurant (QSR) encounters. This research measures the degree of improvement in customer satisfaction as choices offered to customers, employees’ involvement and speed of delivery, vary. Compensatory effects between control and fairness indicate that QSR chains with a strong tradition of control could introduce fairness attributes into the service encounter and increase customer satisfaction without substantially changing existing operating processes. Traditional QSR models may improve competitiveness and strengthen brand image by developing a stronger …

Understanding The Service Environment: How Does Music, Color, And Aroma Impact Customers?, Anita Whiting

Journal of Applied Marketing Theory

Service environments area critical component of the service organization. However, most managers don’t understand how variables in the service environment impact their customers. Therefore, this article seeks to explain how three common and relatively inexpensive service environment variables impact customers. In particular, this article provides an in-depth review and analysis of findings on music, color, and scent. This synthesis of service environment literature helps managers and researchers better understand the mechanisms and effects of music, color, and aroma. In addition to promoting understanding of these variables in the service environment, this article also provides many managerial implications and guidelines for …

Psychographic Segmentation In A Unique Service Industry: A Typology Based On Consumers’ Levels Of Consumption Of Live And Media-Based Spectator Sports, Tammy Mccullough, Sam Fullerton

Journal of Applied Marketing Theory

The purposes of this study were twofold. First a typology for the categorization of consumers of spectator sports based solely upon their levels of consumption as members of both the live and the media-based audiences was developed. The four segments were given names based upon the individuals’ levels of consumption as members of both of the two alternative audiences. Specifically, the resulting segments comprised the sports-immersed fans, venue-based enthusiasts, media-based fans, and sports contrarians. Subjects also responded to a set of 34 sports-oriented psychographic statements which allowed for lifestyle-based profiles to be developed for each of the four designated segments. …

Staff Council Meeting Minutes, Georgia Southern University, Staff Council

Staff Council Meeting Agenda and Minutes

No abstract provided.

Staff Council Meeting Minutes, Georgia Southern University, Staff Council

Staff Council Meeting Agenda and Minutes

No abstract provided.

Theresource, Georgia Southern University

Georgia Southern University Human Resources Newsletters

• New Faculty Onboarding
• Interview Tips
• Performance Evaluations
• Compliance Training
• Employment Updates
• Benefits Updates
• Training Updates
• Series Recaps
• University Wellness
• Eagle Perks
• The Eagle Experience

Smarter Teamwork: System For Management, Assessment, Research, Training, Education, And Remediation For Teamwork, Matthew W. Ohland, Misty L. Loughry, Eduardo Salas, David Jonathan Woehr, Richard A. Layton, Hal R. Pomeranz, Wendy L. Bedwell, Rebecca Lyons, Daniel Michael Ferguson, Kyle Heyne, Tripp Driskell

Department of Management Faculty Publications

SMARTER Teamwork: System for Management, Assessment, Research, Training, Education, and Remediation for Teamwork. The rapid adoption of Team-Maker and the Comprehensive Assessment of Team Member Effectiveness (CATME), tools for team formation and peer evaluation, make it possible to extend their success to have a significant impact on the development of team skills in higher education. The web-based systems are used by 1600 faculty at 400 institutions internationally –the figure below shows the growth of the user base. 1600 The system has had 72,459 unique student users. 1400 Fitted curves are second order. 1200 Faculty and staff 1000 Number 800 of …

Staff Council Meeting Minutes, Georgia Southern University, Staff Council

Staff Council Meeting Agenda and Minutes

No abstract provided.

The Effect Of Bank Activity Restriction On Life Insurers’ Efficiency: Evidence From European Markets, Rongrong Zhang

Finance and Economics Faculty Publications

This paper examines the relation between bank entry restrictions into insurance operations and life insurers’ operating efficiency for a sample of 21 European countries over 1995-2003. Controlling for insurance market penetration, insurance risk retention, legal environment, and the economic development of the hosting country, we document that insurers operate more efficiently in markets with lower bank entry restrictions. Our results suggest that financial deregulation has positive spill-over effect, supporting the deregulation efforts in the global financial markets.

Staff Council Meeting Minutes, Georgia Southern University, Staff Council

Staff Council Meeting Agenda and Minutes

No abstract provided.

Theresource, Georgia Southern University

Georgia Southern University Human Resources Newsletters

• Required Compliance Training
• Compensation & Classification Training
• TAP
• Management Training Series
• The Eagle Experience
• Communication Series
• Diversity Series
• Employment Updates
• Series Recaps
• University Wellness
• Eagle Perks
• Eagle Temps
• Tax Management
• Values Misalignment

Staff Council Meeting Minutes, Georgia Southern University, Staff Council

Staff Council Meeting Agenda and Minutes

No abstract provided.

Staff Council Meeting Minutes, Georgia Southern University, Staff Council

Staff Council Meeting Agenda and Minutes

No abstract provided.

Theresource, Georgia Southern University

Georgia Southern University Human Resources Newsletters

Employee Appreciation

E-Learning

Work/Life Balance

Financial Education Week

Compliance Week

ADP Training

Management Training Series

Administrative Professional Series

PeopleAdmin Workshops

Staff Service & Awards

Personnel Action Forms

Jeff Thompson Workshops

Hazard Recognition Training

Student Employment Jobs

Eagle Perks

True Blue

Holiday Calendar

Effectively Serving The Needs Of The Millennial Marketing Student: The Product Life Cycle Approach To Class Organization, Jacqueline K. Eastman, Maria E. Aviles, Mark D. Hanna

Department of Marketing Faculty Publications

We illustrate a class organization process utilizing the concept of the Product Life Cycle to meet the needs of today’s millennial student. In the Introduction stage of a business course, professors need to build structure to encourage commitment. In the Growth stage, professors need to promote the structure through multiple, brief activities that can keep the attention of business students. In the Mature stage, professors need to use the structure to stabilize engagement levels and learning rates but be willing to make adjustments to prevent apathy in the course. Finally, in the Decline stage, professors need to dismantle the structure …

Eagle Executive Magazine, Georgia Southern University

Eagle Executive Magazine (2022)

• BB&T Funds Eminent Scholar
• Luke Bryan
• A Message from Dean Wells
• Mooney Receives Georgia Society of CPAs Award
• Mackelprang Receives International Awards
• 2012 Scholarship Recipients
• Debt and the U. S. Economy
• The Courage to Care
• Sneathen Is Volunteer of the Year
• A Day for Southern
• Spotlight on Graduate Studies
• Alumni in the Spotlight
• Faces of Homecoming 2012
• COBA Welcomes New Faculty
• Thank You 2012 Eagle Executive Society Members!
• Brasington and Price Retire with 36 Years of Service to COBA
• COBA’s New Administrators
• Annual Fraud and Forensic Accounting Education Conference
• AACSB Accreditation
• SAP@GSU Advantage
• FastPitch
• ACL Data Analysis Software
• Alumniville
• Hanna …

Eagle Executive Magazine, Georgia Southern University

Eagle Executive Magazine (2022)

• Thank You, Dean Shiffler
• Lockwood State’s Outstanding Accounting Educator
• A Message from Dean Shiffler
• Price Becomes ABET’s Computing Accreditation Commission Chair
• COBAns Attend National Advising Conference
• Hickman Is Beta Gamma Sigma Honoree
• Groom Inaugural Carter Lecturer
• 22nd Annual Accounting Day Celebrated
• Spotlight on Graduate Studies
• Alumni in the Spotlight
• 2012 Awards of Excellence
• Thank you to our many supporters
• Dean’s Citations for Student Engagement
• Alumniville
• In Memoriam — Ardian Greca
• The PKF Consulting Visit
• Center for Excellence in Financial Services
• Belk Partnership
• “Why Good People Make Bad Decisions”