Management Sciences and Quantitative Methods 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.

Assortment Planning Of Automotive Products: Considerations For Economic And Environmental Impacts Of Technology Selection, Ali Taghavi, Ratna Babu Chinnam

Industrial and Systems Engineering Faculty Research Publications

A manufacturer’s assortment is the set of products that the company offers to its customers. Assortment planning considerably affects both the sales revenue and product offering costs for the company and it had experienced growing attention across different industries over recent decades. In this study, we propose a modeling framework that seeks to identify the optimal assortment for a manufacturer of configurable products (in particular, automobiles). Our model accounts for environmental considerations (Corporate Average Fuel Economy requirements, tail-pipe emissions, and greenhouse gas emissions related to the production of the fuel used to power the vehicle) during assortment planning. We formulate …

Results Of The April Survey Of Nebraska Business: May 9, 2014, Eric Thompson, Shannon Mcclure, Mihdi Vahedi

Leading Economic Indicator Reports

Respondents to the April 2014 Survey of Nebraska Business remained positive in their outlook for sales and employment at their business. More respondents expected sales to rise (31%) than decline (18%) in the next six months. Further, more respondents expected to add (10%) than to reduce (4%) employment. Respondents also were more focused on the market challenges facing their businesses. When asked about the most important issue facing their business, 6.5 in 10 focused on core business operations issues such as customer demand, the cost of supplies, labor quality, competition, improved business practices, and credit availability. 3.5 in 10 focused …

Elements Of The Nordic Leadership Framework, Origins, And Transferability, Maggie H. Chen

Renée Crown University Honors Thesis Projects - All

Leadership styles can be classified into different buckets based on previously developed leadership framework theories such as transformational, transactional, charismatic, and democratic leadership. This thesis explores the characteristics that define the Nordic style of leadership from a cross-cultural perspective. Under the assumption that the four Nordic nations: Denmark, Finland, Norway, and Sweden share a similar set of leadership practices, my capstone investigates the linkage between the Nordic national cultures and the influences on the leadership approach. The four small, but powerful nations are the homes to many corporations recognized for their highly innovative solutions to meet consumer needs. Nordic leaders …

Time-Driven Activity-Based Costing For Healthcare Provider Supply Chain Processes, Martha Isaura Gonzalez

Graduate Theses and Dissertations

In a time when healthcare costs continue to rise, nearly a third of hospital operating expenses are related to supplies, and the healthcare supply chain is complex, it is pertinent for healthcare providers to have a clear understanding of their healthcare supply chain process costs. Having a clear picture into how these costs are driven and where opportunities for cost reductions exist can support supply chain efficiencies. In this research, we develop a Time-Driven Activity-Based Costing (TDABC) supply chain cost management tool for healthcare providers. A TDABC management system can provide healthcare providers with valuable product and process supply chain …

Does Optimism Pass On To The Employees? The Impact Of Supervisor Optimism On Employees In Small And Medium Sized Businesses, Roger S. Brown

Theses and Dissertations - UTB/UTPA

The focus of this dissertation primarily examines the optimism contagion from the supervisor to his/her employees. Though the literature has discussed different types of optimism such as dispositional optimism (Scheier & Carver, 2006; Chang, 1998; Segerstrom, 2006) and unrealistic optimism (Weinstein, 1980; McKenna, 1993; Radcliffe & Klein, 2002), this paper will focus on trait and state optimism. State optimism (which relates to particular situation) is theorized as being easily transferrable when compared to trait optimism. The level of the transfer will depend on the emotional expressivity of the supervisor. The facets of emotional expressivity are impulse strength, positive expressivity and …

Unifying Specific Climate Research With A Molar Climate Measure: A Situational Affordances Approach, Alice Brawley

All Theses

Organizational climate - briefly, the shared perceptions of a workplace - was originally studied as a molar concept, but this approach generally lacked focus and thus resulted in unmanageable measures. Organizational climate research has been subdivided into many areas of specific climate research focusing on particular organizational factors or outcomes, such as safety or customer service (Schneider, Ehrhart, & Macey, 2013). While the study of specific climates has been and remains worthwhile, recent literature in the area has called for a return to the molar or global conceptualization of organizational climate (Kuenzi & Schminke, 2009; Schneider et al., 2013). In …

Factors That Influence The Dissemination Of Knowledge In Technology Transfer Among Malaysian Manufacturing Employees, Mughaneswari Ap Sahadevan, Mohd Haniff Jedin

The South East Asian Journal of Management

The meaning of technology transfer is so wide but mostly involving some form of technology-related exchange. However, in this particular paper, technology transfer is consider as a concept to examine the process of disseminating knowledge and skills that a person owned to another person in order to generate higher productivity with new approach of producing a particular product or service. Although, many researchers have explored the evolution of technology transfer, nonetheless some drivers are yet to be explored in a Malaysian manufacturing industry. This study, therefore attempts to determine the relationship between absorptive capacity, transfer capacity, communication motivation and learning …

Households Perceptions On Factors Affecting Resilience Towards Natural Disasters In Indonesia, Viverita Viverita, Ratih Dyah Kusumastuti, Zaäfri Ananto Husodo, Lenny Suardi, Dwi Nastiti Danarsari

The South East Asian Journal of Management

Most areas in Indonesia are prone to natural disasters. Learning the lessons from the Aceh Tsunami in 2004, areas with high risks of natural disasters are in the process of preparing themselves for such an unexpected event, by increasing their resilience. The objective of this study is to shed more lights on factors affecting the resilience from two sources namely, existing literatures and the application of disaster management in four disaster-prone areas in Indonesia -Padang, Sleman, Cilacap, and Palu. To enrich our analysis, we collect data from the field to compare the preparedness and to get insights on people’s perceptions …

The Influence Of Sponsor-Event Congruence In Sponsorship Of Music Festivals, Penny Hutabarat, Gita Gayatri

The South East Asian Journal of Management

This paper focuses the research on the Influence of Sponsor-Event Congruence toward Brand Image, Attitudes toward the Brand and Purchase Intention. Having reviewed the literatures and arranged the hypotheses, the data has been gathered by distributing the questionnaire to 155 audiences at the Java Jazz Music Festival, firstly with convenience sampling and then snowballing sampling approach. The analysis of data was executed with Structural Equation Modeling (SEM). The result shows the sponsor-event congruence variable has a positive impact toward brand image and attitudes toward the brand sponsor. Brand Image also has a positive impact toward purchase intention; in contrary attitudes …

The Effect Of Post-Purchase Perceived-Value Towards The Relationship Quality Of Hajj And Umrah Travel Agencies In Indonesia, Kiki Oktora, Adrian Achyar

The South East Asian Journal of Management

One out of four people in the world is a Moslem, and Indonesia ranks first on the biggest Moslem population in the world. Hundreds of thousands of people go to Makkah each year to make Hajj (pilgrimage). Hajj and Umrah travel agencies as providers of Hajj and Umrah packages are becoming important in Indonesia, as their number is about two hundred agencies. However, there has been little discussion about Hajj and Umrah, especially on Hajj and Umrah travel agencies. The purpose of this paper is to identify the relationships of post-purchase perceived-value to relationship quality, which consists of satisfaction, commitment, …

Influence Of Brand Equity And Movieliking Can Override Impact Of Misleading Brand Placement Toward Brand Attitudes, Adi Zakaria Afiff, Westi Noria Furi, Denyza Wahyuadi Metroprawiro

The South East Asian Journal of Management

The starting point of this study is the phenomenon termed misleading brand placement, a condition found where the brand placement in a movie depict the brand in a time where the brand has not yet exist, providing the brand an older age. As the brand used in the brand placement is a brand with high brand equity, the combination of older age and high brand equity is suspected to give a higher evaluation of the brand. To test these suspicions, 3 experiments were conducted to see the influence of consumer knowledge of the misleading brand placement, brand equity and movie …

Wmu Career And Student Employment Services – Present Practices And Future Recommendations For Employer Relations, Amanda Jeppesen

Honors Theses

Career services offices currently find themselves in a rapidly changing environment. Due to economic hardship, students and employers are expecting more effective and fruitful engagement, and offices must create innovative solutions to provide such engagement on shrinking budgets. Career services staff charged with conducting employer relations activities are charged with brokering these relationships between employers, students, faculty and staff, and the offerings of their departments. The purpose of this study is to determine current practices for the career services offices at Western Michigan University, Oakland University, and Central Michigan University. Then, best practices identified by industry experts will be explored …

Segmenting Segmentation: A Taxonomy Bridging Theory And Practice Of Strategic Consumer Segmentation, Andrew Thomas Thoeni

Dissertations, Theses and Capstone Projects

Beginning with Chamberlin’s explanations of market variation in 1933, segmentation has been formally studied for eighty years. While more than 2,700 studies have been published (most as studies on statistical methods of segmentation), scant evidence has been gathered on the role market segmentation plays in strategy formulation and what has been presented has not been adequately classified to provide a basis for further comparative study. Based on Resource-Advantage theory, this dissertation defines a taxonomy of strategic segmentation that depicts how a firm’s view of a market relates to its assumed heterogeneity of the market and how a firm approaches a …

The Promises And Challenges Of Innovating Through Big Data And Analytics In Healthcare, Donald E. Wynn, Renée M. E. Pratt

MIS/OM/DS Faculty Publications

In this article, we present the promises and challenges of big data and analytics (BD&A) in healthcare, informed by our observations of and interviews with healthcare providers in the US and European Union (EU). We then provide a set of recommendations for capitalizing on the extraordinary innovation opportunities available through big data.

Technological, Organizational, And Environmental Factors Affecting The Adoption Of Cloud Enterprise Resource Planning (Erp) Systems, John Njenga Kinuthia

Master's Theses and Doctoral Dissertations

The purpose of this study was to determine the differences between organizations that adopted Cloud Enterprise Resource Planning (Cloud ERP) systems and organizations that did not adopt Cloud ERP systems based on the Technological, Organizational, and Environmental (TOE) factors. Relevant technological factors were identified as relative advantage of Cloud ERP systems, compatibility of Cloud ERP systems, and security concern of Cloud ERP system environment. Organizational factors included top management support, organizational readiness, size of the organization, centralization, and formalization. External environment factors were identified as competitive pressure and vendor support.

A survey was developed using constructs from existing studies of …

Assessing Organizational Effectiveness Through The Competing Values Framework A Data Envelopment Approach, Raghavender Macherla

Engineering Management & Systems Engineering Theses & Dissertations

This study proposes a model to diagnose organizations using the mathematical principles of data envelopment analysis (DEA) to the variables generated using competing values framework (CVF) in order to evaluate overall organizational effectiveness. The notion of organizational effectiveness is abstract and difficult to measure due to its complexity and multi-functional nature. Over the years, measurement of organizational effectiveness has remained a challenge due to the lack of agreement on the factors that should be assessed to determine effectiveness. This research is aimed at shedding some light into this topic by using data envelopment analysis as a tool to measure relative …

Big Data And Management: From The Editors, Gerard George, Martine R. Haas, Alex Pentland

Research Collection Lee Kong Chian School Of Business

Big data is everywhere. In recent years, there has been an increasing emphasis on big data, business analytics, and "smart" living and work environments. Though these conversations are predominantly practice driven, organizations are exploring how large-volume data can usefully be deployed to create and capture value for individuals, businesses, communities, and governments (McKinsey Global Institute, 2011). Whether it is machine learning and web analytics to predict individual action, consumer choice, search behavior, traffic patterns, or disease outbreaks, big data is fast becoming a tool that not only analyzes patterns, but can also provide the predictive likelihood of an event.

A Change Management Approach To Enhance Facility Maintenance Programs, Stanton P. Brown

Theses and Dissertations

A recent study assigned a grade of D+ on the nation's public infrastructure. Because of this poor asset condition, many organizations tend to respond to maintenance in a reactive mode; however, relying on corrective maintenance leads to increased maintenance costs due to unplanned downtime, increased labor costs, and inefficient use of personnel. To address this situation, asset management (AM) principles should be employed to transition organizations towards a proactive maintenance program. Unfortunately, it has been shown that two-thirds of the organizations failed to implement general change efforts. Therefore, an organizational change management framework should be followed to implement a change …

Stochastic Efficiency Analysis With A Reliability Consideration, Guiwu Wei, Jian Chen, Jiamin Wang

Faculty of Management Publications

Stochastic Data Envelopment Analysis (DEA) models have been introduced in the literature to assess the performance of operating entities with random input and output data. A stochastic DEA model with a reliability constraint is proposed in this study that maximizes the lower bound of an entity's efficiency score with some pre-selected probability. We define the concept of stochastic efficiency and develop a solution procedure. The economic interpretations of the stochastic efficiency index are presented when the inputs and outputs of each entity follow a multivariate joint normal distribution.