Physical Sciences and Mathematics Commons^™

How Does Customer Service Offshoring Impact Customer Satisfaction?, Jonathan W. Whitaker, M. S. Krishnan, Claes Fornell, Forrest Morgeson

Management Faculty Publications

Information technology (IT) plays a vital role in customer relationship management (CRM), because CRM processes include the collection and analysis of customer information, firms use technology tools to interact with customers, and IT created the conditions under which firms can offshore CRM processes. Customers have negative perceptions toward offshoring, which suggests that firms might be reluctant to offshore IT-enabled CRM processes. However, firms have significantly increased offshoring for CRM processes, presenting a conundrum. Why would firms increase offshoring for CRM processes if there could be a risk to customer satisfaction?

This paper helps to resolve the conundrum by studying the …

Chronic Disease Management: How It And Analytics Create Healthcare Value Through The Temporal Displacement Of Care, Steven M. Thompson, Jonathan W. Whitaker, Rajiv Kohli, Craig Jones

Management Faculty Publications

The treatment of chronic diseases consumes 86% of U.S. healthcare costs. While healthcare organizations have traditionally focused on treating the complications of chronic diseases, advances in information technology (IT) and analytics can help clinicians and patients manage and slow the progression of chronic diseases to result in higher quality of life for patients and lower healthcare costs.

We build on prior research to introduce the notion of temporal displacement of care (TDC), in which IT and analytics create healthcare value by displacing the time at which providers and patients make interventions to improve healthcare outcomes and reduce costs. We propose …

Artificial Intelligence And It Professionals, Sunil Mithas, Thomas Kude, Jonathan W. Whitaker

Management Faculty Publications

How will continuing developments in artificial intelligence (AI) and machine learning influence IT professionals? This article approaches this question by identifying the factors that influence the demand for software developers and IT professionals, describing how these factors relate to AI, and articulating the likely impact on IT professionals.

Moocs And The Online Delivery Of Business Education: What's New? What's Not? What Now?, Jonathan W. Whitaker, J. Randolph New, R. Duane Ireland

Management Faculty Publications

Although the past 2 decades have produced much promise (and accompanying research) on the use of information technology (IT) in business school courses, it is not entirely clear whether IT has truly "transformed" management education. There are compelling arguments on both sides. On one hand, advocates for the transformative role of IT can point to several success stories. On the other hand, skeptics of the role of IT in management education can also point to support for their view. This lack of consensus has led researchers in Academy of Management Learning & Education to call for scholars to confront the …

Cleaning Data Helps Clean The Air, Kelley Donalds, Xiangrong Liu

Management Faculty Publications

In this project, students use a real-world, complex database and experience firsthand the consequences of inadequate data modeling. The U.S. Environmental Protection Agency created the database as part of a multimillion dollar data collection effort undertaken in order to set limits on air pollutants from electric power plants. First, students explore the database to identify design limitations from the perspective of a data analyst with a specific goal. Second, students create a new database design which overcomes identified problems. Through this case study, students develop the skill to infer usage implications by studying the design of an existing database. This …

Using Noninvasive Brain Measurement To Explore The Psychological Effects Of Computer Malfunctions On Users During Human-Computer Interactions, Leanne M. Hirshfield, Philip Bobko, Alex Barelka, Stuart H. Hirshfield, Mathew T. Farrington, Spencer Gulbronson, Diane Paverman

Management Faculty Publications

In today’s technologically driven world, there is a need to better understand the ways that common computer malfunctions affect computer users. These malfunctions may have measurable influences on computer user’s cognitive, emotional, and behavioral responses. An experiment was conducted where participants conducted a series of web search tasks while wearing functional nearinfrared spectroscopy (fNIRS) and galvanic skin response sensors. Two computer malfunctions were introduced during the sessions which had the potential to influence correlates of user trust and suspicion. Surveys were given after each session to measure user’s perceived emotional state, cognitive load, and perceived trust. Results suggest that fNIRS …

An Analysis Of State-Level Economic Impacts From The Development Of Wind Power Plants In Wayne County, Utah, Jeffrey Parker, Edwin R. Stafford, Cathy Hartman

Management Faculty Publications

This report provides an overview of the state of Utah’s development of its wind resources for the generation of electricity and an economic analysis of potential wind development in Wayne County, Utah. This analysis draws on information from local wind developers and utilizes the Jobs and Economic Development Impact (JEDI) model (version W1.10.03) developed by the U.S. Department of Energy’s National Renewable Energy Laboratory (NREL) to estimate the total economic impacts (labor, supply chain, and induced) that could result from the development of a wind power plant in Wayne County. Findings detail how a Wayne County wind power plant could …

An Analysis Of State-Level Economic Impacts From The Development Of Wind Power Plants In Cache County, Utah, Austin Coover, Edwin R. Stafford, Cathy Hartman

Management Faculty Publications

This report provides an overview of the state of Utah’s development of its wind resources for the generation of electricity and an economic analysis of potential wind development in Cache County, Utah. This analysis draws on information from local wind developers and utilizes the Jobs and Economic Development Impact (JEDI) model (version W1.10.03) developed by the U.S. Department of Energy’s National Renewable Energy Laboratory (NREL) to estimate the total economic impacts (labor, supply chain, and induced) that could result from the development of a wind power plant in Cache County. Findings detail how a Cache County wind power plant could …

An Analysis Of State-Level Economic Impacts From The Development Of Wind Power Plants In Box Elder County, Utah, Jeffrey Parker, Cathy Hartman, Edwin R. Stafford

Management Faculty Publications

This report provides an overview of the state of Utah’s development of its wind resources for the generation of electricity and an economic analysis of potential wind development in Box Elder County, Utah. This analysis draws on information from local wind developers and utilizes the Jobs and Economic Development Impact (JEDI) model (version W1.10.03) developed by the U.S. Department of Energy’s National Renewable Energy Laboratory (NREL) to estimate the total economic impacts (labor, supply chain, and induced) that could result from the development of a wind power plant in Box Elder County. Findings detail how a Box Elder County wind …

Wind Power In Utah, Whitney May, Roslynn Brain, Edwin R. Stafford

Management Faculty Publications

No abstract provided.