Business Administration, Management, and Operations Commons^™

An Empirical Experiment On Service Recovery Design, Marc Preston Bernhisel, Dr. Kristie Seawright

Journal of Undergraduate Research

“Mistakes are an unavoidable feature of all human endeavor and thus also of service delivery” (Boshoff, 1997, p.110). Regardless of the efforts and precautions to avoid breakdowns and errors in service delivery, failures are bound to occur. Although failures will always occur, firms can avoid the cost of losing customers through service recovery. Zemke and Bell (1990) defined service recovery as a “thought-out, planned process for returning aggrieved customers to a state of satisfaction with the firm after a service or product has failed to live up to expectations” (p. 43).

Regional Economic Development In The Bashkir Autonomous Republic: Liberty As Growth, H. Shane Hansen, Dr. Phillip J. Bryson

Journal of Undergraduate Research

A look at the economic development in the Bashkir Autonomous Republic of the Russian Federation provides an extremely interesting example of Russia’s transformation to a marketbased economy. While the Republic of Bashkortostan has accomplished great strides economically in modernization and exploiting natural resources since 1991, there remains ample room for improvement. Due to strong republic-wide nationalism, Soviet-style mentalities, weak judicial precedence, and limited foreign investment, the rate of economic development in Bashkortostan proceeds rather slowly. Each of the aforementioned factors has a detrimental affect on the overall liberty of the average citizen. Increasing the liberty of the people in the …

Brigham Young University Marriott School International Management Society Chapter Support System, Patrick Tedjamulia, Dr. Tadd Brinkhoff

Journal of Undergraduate Research

The BYU Management Society has the potential to change the world. It has over 6,000 members in over 40 U.S. cities and 18 countries. Its members include BYU grads and other professionals seeking continued education, career development, and professional advancement.

The Conscious Alignment Of Strategy And Culture And Its Affect On Project Work: A Case Study Of Three It Departments Following A Transition In Leadership, Alan P. Hyatt, Dr. Michael P. Thompson, Dr. Ernest J. Nielsen

Journal of Undergraduate Research

My study provided the research for my honors thesis. The thesis discusses and develops the Theory of Conscious Alignment (TCA). The theory states that leaders and managers who consciously mold the strategy and culture of their organizations, and align the two intangible elements, will be much more effective. By aligning these two critical elements, the ongoing project work of the organization will also be aligned with them both, and the espoused strategic objectives and initiatives will be accomplished.

Defining The Construct “Quality Of Management”: Helping Investors And Businesses Allocate Capital, Ammon D. Spiller, Dr. Timothy Gardner

Journal of Undergraduate Research

With fraud and public distrust slashing companies’ value on the stock market, more American investors are relying less on financial data and more on the non- financial aspects of possible investments when making investment decisions. “Quality of management” has floated to the top as one the most important non- financial criterion used by today’s investment firms to evaluate a company’s value. Despite the wealth of research emphasizing the effect the quality of management has on investor confidence and stock price, little or no research makes the effort to define exactly what “quality of management” means. The goal of my research …

The Conscious Alignment Of Strategy And Culture And Its Affect On Project Work: A Case Study Of Three It Departments Following A Transition In Leadership, Alan P. Hyatt, Dr. Michael P. Thompson, Dr. Ernest J. Nielsen

Journal of Undergraduate Research

My study provided the research for my honors thesis. The thesis discusses and develops the Theory of Conscious Alignment (TCA). The theory states that leaders and managers who consciously mold the strategy and culture of their organizations, and align the two intangible elements, will be much more effective. By aligning these two critical elements, the ongoing project work of the organization will also be aligned with them both, and the espoused strategic objectives and initiatives will be accomplished.

Ethical Issues In Knowledge Management: Conflict Of Knowledge Ownership, Isabel D. W. Rechberg, Jawad Syed

Publications and Research

Purpose: This paper reviews ethical issues inherent in the theorisation and practice of knowledge management (KM) with specific attention to the conflict of knowledge ownership between organisations and individual employees.

Design/methodology/approach: Relevant literature was identified and reviewed via EBSCO host and ISIWeb.

Findings: The paper notes that knowledge, although rooted in individuals, is often claimed or treated as owned by organisations, creating a conflict of knowledge ownership. The paper argues that such an approach to appropriation and management of knowledge leads to tension in knowledge processes between organisations and individuals, and also among individuals. This situation may, in turn, jeopardise …

Cooperative Sales Company - Bowling Green, Kentucky (Sc 2775), Manuscripts & Folklife Archives

Manuscript Collection Finding Aids

Finding aid only for Manuscripts Small Collection 2775. Organizational meeting minutes, directors’ minutes, and by-laws of the Cooperative Sales Company, Bowling Green, Kentucky. Includes typescripts of stock certificates issued to the incorporators, Alva Williams, M. B. Williams, and L. E. Ringo.

Sustainability Of Expansion In An African Airline: A Case Study, Sisay Asefa, Allen Batteau, Lisa Whittaker, Hung-Sying Jing

International Journal of African Development

Ethiopian Air Lines (Ethiopian) has committed to the purchase of 41 new aircraft, nearly doubling their fleet and introducing three new, state-of-the-art types (the A350-900 and the 787-8, and the DA40NG) into a fleet currently consisting of seven models. In a logistically complex industry, this represents a substantial increase in resource commitments and management responsibility in many areas including maintenance, pilot training, facilities, and route planning. The purpose of this paper is to examine this growth strategy, its underlying assumptions, and its sustainability given long-range industry trends in both the developed and the developing world. Using corporate and industry data, …

Regional Industry Strategic Study: Residential Masonry In Northeastern Ohio, Robert James Squire, Dr. Nile W. Hatch

Journal of Undergraduate Research

Strategic analysis is a useful tool in determining the economic prospects of an industry. Strategy can be particularly useful in understanding the dynamics of changing industries. Struggling industries should benefit from an understanding of their strategic environment. The residential masonry industry in Northeastern Ohio is an environment experiencing drastic changes. Like most building industries new materials have become popular alternatives. The traditional decorative brick and masonry foundation have remained relatively popular in this area unlike many other regions. Ohio is a unique market because it has experienced these changes much later than most other areas.

A Cross-Cultural Health Care Approach To Improve Veteran Health Services In An Academic Community Hospital, Judith Sabino Mph, Eric Johnson Mpsa, Cps, Caama, Chs, Chep, Cdp, James F. Geiger Mpa, Fache

Administration & Leadership

No abstract provided.

The Business Case For Diversity, Singapore Management University

Perspectives@SMU

Diversity may be a business necessity but it is not always easy to practise it ...

Imsa360: Fall/Winter 2013, Imsa Fund

IMSA Fund Reports

One of the best things about IMSA that never changes is that we continue to change, not “change for change’s sake,” but change to keep learning, leading and innovating, change grounded in who we are and who we aspire to be. One area of big change on the horizon relates to upgrading our facilities.

For some time now, we have coped with an aging campus, an academic building much of which has not been renovated since the 1970s (before IMSA opened and occupied the then- closed facility), and residence halls in serious need of major rehabilitation. Thankfully, the State of …

The Role Of Home Country Political Resources For Brazilian Multinational Companies, Karina Regina Vieira Bazuch, Suelen Alice Da Silva Zacharias, Laurent Wiliam Broering, Maria Fernanda Arreola, Rodrigo Bandeira De Mello

Strategy and Operations Faculty Publications

This paper aims to analyze the interactions between home country governments and Developing Country Multinational Companies (DMNCs). Drawing on evidence from the Brazilian political environment and Brazilian multinationals we investigate the mechanisms governments use to influence the internationalization process of domestic companies and firms’ political strategic responses to shape the political institutional environment in which they operate. We argue that foreign direct investment (FDI) outflows from developing economies need to be explored given specific country level contextual factors, such as high levels of government involvement. Our main findings support this idea and indicate that home country governments use a series …

The Impact Of Organizational Insiders' Psychological Capital On Information Security, A. J. Burns Iii

Doctoral Dissertations

This dissertation research seeks to examine the role of organizational insiders' psychological capital (PsyCap) on the performance of protection motivated behaviors (PMBs). The dissertation examines the role of PsyCap through three studies which were conducted for this research. Using structural equation modeling (SEM), the responses from four distinct samples were analyzed. The results largely support the significant role of PsyCap in information security. The first study takes an expectancy theory (Vroom, 1964) approach and found that PsyCap was a significant consequence of insiders' security-related expectancy dimensions. Additionally, expectancy theory was found to be an appropriate frame-work for promoting PMBs.

The …

An Eriksonian Approach To Consumer Identity, Sandra Rathod

Open Access Dissertations

Rathod, Sandra R. Ph.D., Purdue University, December 2013. An Eriksonian Approach to Consumer Identity. Major Professor: Richard A. Feinberg.

Ego development is the fifth stage in Erikson's Lifecycle Development theory (1959) and is a major psychosocial stage beginning in adolescence and lasting into emerging adulthood. Past research based upon Marcia's Ego Identity Status Paradigm (1996) has investigated a number of ideological and interpersonal domains relevant to one's ego identity, however in today's consumer societies, where what you have is at least as important is who you are or what you do, an Eriksonian approach to consumer ego identity (CEI) has …

Two Marketing Essays: Evolution Of Attribute-Specific Preferences Through Consumer Learning And The Effect Of Gift Exchange On The Purchase Behavior, Ji Hong Min

Open Access Dissertations

The first essay investigates the evolution of attribute-specific preferences through consumer learning. Most extant consumer learning models allow for learning about alternative-specific preferences such as brand preference in a brand choice model. However, there exist product categories which offer many varieties of products with different attributes. In such cases, it is important to model consumer learning of attribute-specific preferences rather than simply modeling alternative-specific preferences in order to more accurately and parsimoniously describe consumer behavior. In this paper, we propose a structural model of consumer's Bayesian learning of attribute-specific preference, using scanner panel data. We show that the proposed model …

From The Table To The Ends Of The Earth, Samantha Snively

Lake Union Herald

No abstract provided.

Women In The Workforce: An In-Depth Analysis Of Gender Roles And Compensation Inequity In The Modern Workplace, Rebecca L. Ziman

Honors Theses and Capstones

This paper explores the increase in participation and education of American women in the workforce with a special focus on women in business and accounting roles. The paper then goes on to discuss the wage gap between genders, how to remedy inequality in the workplace, and highlights several reasons why pursing a solution to gender inequality is beneficial for both the employee and the company.

Ethical Implications Of Friendly Takeovers: A Financial Manager’S Story, Barbara Tarasovich

WCBT Faculty Publications

Case study in which Bernadette was heading the corporate acquisitions team. It was important for Bernadette to be certain that there was no unethical behavior on the part of the project and management team responsible for the acquisition and integration of these companies. The pressures to achieve synergies can often result in people problems, cultural value, and ethical differences that impede the smooth integration of companies. For each acquisition, Bernadette needed to ensure that the newly acquired assets were secure. In addition, she had to ensure that the acquired companies were not employing inappropriate accounting practices in order to inflate …