Business Administration, Management, and Operations Commons^™

Assessing Customer Service In Airports – Models From The Uae, Aman Gupta, Mohammed Arif, Phillip A. Richardson

International Journal of Aviation, Aeronautics, and Aerospace

Customer service at airports has become a key priority for airport operators given the high degree of competitions. This paper uses an airport customer service model to analyze three examples from the United Arab Emirates (UAE). Passenger interviews, statistical information, customer feedback and other forms of information have been utilized to learn more about the customer view on the quality of service offered at these three airports. Detailed qualitative analysis of these case studies has highlighted some key issues in the area of customer service and identifies some opportunities for improvement.

Follower Perceptions Deserve A Closer Look, Peter D. Harms, Seth M. Spain

P. D. Harms Publications

On the whole, we embrace the wisdom of Lord and Dinh’s suggestion that leadership researchers need to refocus our attention on the distinction between leadership perception and effectiveness. That said, we hope that the field can move one step further by recognizing the need to treat perceptual biases as more than systematic errors to be controlled for. As encoded in Lord and Dinh’s first two principles, followers are active participants in the construction of leadership phenomena, so the perceptual “baggage” that they bring into the leader–follower system is an important building block in that construction. We believe that by accounting …

Patient Safety Culture And High Reliability Organizations, Jared D. Padgett

Walden Dissertations and Doctoral Studies

A 1999 evaluation of case studies performed by staff from the Institute of Medicine found that between 40,000 and 98,000 patients died from preventable errors, while 43,598 individuals died in car accidents that year. A 2011 report increased that estimate nearly 10 times. Widespread preventable patient harm still occurs despite an increase in healthcare regulations. High-reliability organization theory has contributed to improved safety and may potentially reverse this trend. This explorative single case study explored how the perceptions and experiences of nursing and respiratory staff affected the successful transition of a healthcare organization into a reliability-seeking organization. Fourteen participants from …

Smarter Teamwork: System For Management, Assessment, Research, Training, Education, And Remediation For Teamwork, Matthew W. Ohland, Richard A. Layton, Daniel Michael Ferguson, Misty L. Loughry, Hal R. Pomeranz

Management: Faculty Publications

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 over 700 faculty at over 200 institutions internationally.

This paper and its accompanying poster will describe strategies for broadening the scope of those tools into a complete system for the management of teamwork in undergraduate education. The System for the Management, Assessment, Research, Training, Education, and Remediation of Teamwork (SMARTER Teamwork) has …

Business As A Calling / Profit As A Virtue, C. William Pollard

C. William Pollard Papers

This speech was delivered at a Symposium on Corporations, Capitalism, and Christianity sponsored by The Center for Lifelong Learning at Windsor Park Retirement Community in Carol Stream, IL. In it Pollard considers the integration of business and faith, focusing primarily on how leaders must cultivate the humanity of their employees while simultaneously maximizing profit.

Corporate Social Responsibility: A Case Study On Carlsberg, Anne Sofie Brusendorff

Mahurin Honors College Capstone Experience/Thesis Projects

In today’s business environment corporate social responsibility (CSR) and sustainability are extremely influential in a firm’s competitiveness. A literature review will provide an analysis of past cases illustrating the importance of CSR, considering both positive and negative impacts CSR strategy can have on business success. Furthermore, important definitions and terminology critical to understanding CSR will be highlighted. This paper explores the evolution of CSR and provides a general overview of the effects CSR can have on a company’s reputation. The way a company can effectively utilize a CSR-strategy as a competitive advantage is also examined, along with scholarly views both …

Appropriation Or Participation Of The Individual In Knowledge Management, Isabel D. W. Rechberg, Jawad Syed

Publications and Research

Purpose- This review paper examines whether there is a tendency towards appropriation or participation of the individual in the literature of knowledge management (KM).

Design/methodology/approach- This is a literature review paper. In terms of approach, appropriation in this paper is referred to as the KM tasks assigned to individual employees by the management whereas participation is referred to as KM tasks determined jointly by individuals and management.

Findings- The review suggests that while the participation of individuals is seen as important for KM, the KM discourse and practice is visibly oriented towards the appropriation of individual employees and their knowledge …

Functional Space Management In The Hospitality Industry And Its Future Outlook, Katherine Dail

Senior Theses

In recent years, profit made from ancillary revenues has become more vital to the success of service companies. This phenomenon is very pronounced in the airline industry, but is also beginning to become more relevant to hotels as it is applied to functional space and meetings. Most of these ancillary revenues, including meetings, are typically not considered an important source of revenue for hotels, but rather as tools to draw in primary activities. This thesis seeks to delve into the importance of the meetings industry to the economy and to the hospitality industry by considering underutilized functional space and customer …

Parallel Sessions (Advertising): Growth Of Business Schools On Social Media: A Comparative Analysis With Focus On Iba Karachi A Case Study, Erum Hafeez

International Conference on Marketing

When the Institute of Business Administration Karachi established a presence on various social media platforms in 2009, its audience and followers grew dramatically. Face book, Twitter, YouTube and LinkedIn all proved to be useful tools to disseminate information for its target audience including prospective and current students, faculty, staff, alumni, parents and industry. By 2012, however, social media activity became somewhat stagnant, as it was observed that content on various interfaces, although informative, lacked engagement and interaction with the audience. After several months of close monitoring, a number of issues were identified; for example, content only consisted of program and …

2014-05-02 General Education Council Meeting Minutes, Morehead State University. Faculty Senate., General Education Council.

Faculty Senate Records

General Education Council meeting minutes from May 2, 2014.

Impact Of The Ceo Effect On Premiums In Mergers And Acquisitions, Caitlin Duncan

Honors Scholar Theses

The rationale behind a merger or acquisition is to improve the financial performance of the acquiring firm. Many factors go into the the valuation of a company and consequently the premium paid.

This paper will examine what impact upper management, specifically the CEO, has on the valuation of a company during mergers and acquisitions. This impact, called the CEO effect, will be central to the paper. Different valuation methods of this effect, as well as firm valuations, will be analyzed and considered. Specifically, how the CEO effect affects the premium paid by the acquiring firm will be the main focus. …

The Business Of Beds: An Exploration Of Hotel And Hostel Business Strategy, Robert B. Bunda

Honors Scholar Theses

At their cores, hotels and hostels are similar in that they provide a place for travelers to stay. Despite this core similarity, the structures of the two industries are radically different. The hotel industry began in the Middle Ages and has given rise to massive multinational companies, many managing more than four thousand hotels. In stark contrast, the hostel industry began in 1909 and is mostly comprised of independently owned and operated guesthouses, with the largest global chain comprising of less than twenty properties. This study first defines the hotel and hostel industries and examines the different experiences they offer …

Building Change Readiness Practices For Information Technology Support Staff, Dianna Joseph Perkins

Dissertations

With the turbulent economic conditions of the healthcare market, organizational leaders are faced with significant factors driving unprecedented change. Healthcare organizations are challenged with reimbursement reductions, high costs, modification of government regulations, and demanding healthcare consumers. Survival for healthcare organizations in this volatile climate requires successful implementation of rapid change. Healthcare leaders recognize a correlation between competitive advantage and the implementation of advanced information technology. Unfortunately, despite the efforts of healthcare leaders, many change initiatives fail. This study explores the effects communication, leadership, and culture strategies have on individual change readiness as perceived by IT support staff in a not-for-profit …

Workforce Incentives That Increase The Efficiency Of Organizations' Workforce, Daniel G. Schoon

Honors Capstones

Capstone submitted as a graduation requirement for the BSU Honors Program.

Nebraska Monthly Economic Indicators: May 16, 2014, Eric Thompson, William Walstad, Shannon Mcclure, Mihdi Vahedi

Leading Economic Indicator Reports

The Leading Economic Indicator – Nebraska (LEI-N) rose by 1.89% during April 2014. The rise in the LEI-N, which predicts economic growth in the state six months in the future, suggests solid growth in the Nebraska economy in the second half of 2014. Among the growing components of the leading economic indicator, there was a sharp drop in initial unemployent claims, suggesting solid improvement in labor market conditions. There also was solid improvement in business expectations. Specifically, respondents to the Survey of Nebraska Business predicted an increase in sales and employment at their business over the next six month. At …

The Perceived Relevance Of Training In Industrial/Organizational Psychology At The Terminal Master's Level, Seth A. Kline

Masters Theses & Specialist Projects

The purpose of this study was to replicate and expand upon the survey research by Erffmeyer and Mendel (1990) on the perceived relevance of graduate training in industrial-organizational (I-O) psychology at the terminal master’s level. A review of the literature discussed core competencies, as well as the advantages of internship experiences and thesis requirements. Results indicated that graduates view their training as well targeted towards knowledge and skills they regard as useful at their internship, first job, and current position. Results also indicated that graduates viewed their internship experiences as highly beneficial and worthwhile experiences, regardless of their supervisor. Results …

An Inventory Management Readiness Assessment Model, Joseph J. Castrodale

Industrial Engineering Undergraduate Honors Theses

Within the realm of today's business world, cutting costs is extremely important. One of the largest contributors to the total cost of a business is related to inventory. Even though it is known by business persons that inventory is a major component to cost, not every company realizes how well they are managing their inventory. While inventory management is a valued part of any business, it is not always evident how well an organization is performing in this area. This research has resulted in the development of an Inventory Management Readiness Assessment Tool for use by supply chain professionals. The …

Difference In Degrees: Ceo Characteristics And Firm Environmental Disclosure, Ben W. Lewis, Judith L. Walls, Glen W. S. Dowell

Faculty Publications

We contribute to the literature on firms’ responses to institutional pressures and environmental information disclosure. We hypothesize that CEO characteristics such as education and tenure will influence firms’ likelihood to voluntarily disclose environmental information. We test our hypotheses by examining firms’ responses to the Carbon Disclosure Project (CDP) and find that firms led by newly appointed CEOs and CEOs with MBA degrees are more likely to respond to the CDP, while those led by lawyers are less likely to respond. Our results have implications for research on strategic responses to institutional pressures and corporate environmental performance.

The Arms Race In College Athletics:Facility Spending And Its Relationship To College Athletics And University Communities, Haley Roane Prewett

Accounting Undergraduate Honors Theses

The arms race in collegiate athletic facilities continues to advance and involves more and more money all the time. Large athletic departments continue to spend money on new, large, state-of-the-art facilities for their programs in order to give them the ability to attract big name coaches, players, and donors. College athletics is a major interest to many people in this country and the fact that these programs have become more and more of a business makes major facility expenditures an interesting and relevant topic to most of the general public. This leads to the question of what factors within the …

The Horsemen Of The Apocalypse: Predictors Of Recessions, Sarah-Margaret Pittman

Finance Undergraduate Honors Theses

For decades, many financial economists have suspected that an inverted yield curve predicts recession. This paper explores the accuracy of this belief by testing multiple variables and seeing if they result in a recession. The dependent variable tested is probability of a recession; independent variables tested are: three-month Treasury-bill minus ten-year Treasury note; controls include: three-month Treasury-bill yield to maturity, ten-year Treasury-note yield to maturity, number of months since last recession, equal-weighted return on the S&P 500, value-weighted return minus equal-weighted return, return on the S&P 500, rate of inflation, and the interaction between the difference between the three-month Treasury-bill …