Digital Commons Network^™

Automated Customer Assistance Is Not Customer Service, Chris Roberts Phd, Lisa Young Phd, Misty M. Johanson Phd, Mary Jo Dolasinski Phd

ICHRIE Research Reports

For development of the theory of service, the focus is on the constructs of service. The theory is expanded to encompass the various business models of service and the service encounter including but not limited to guest satisfaction, service quality, service and technology, service system design, and customer relationship management. Consideration is given to the aspects of the service transaction and what constitutes service, where a labor component of a firm’s product has been transferred to the customer. Lastly, self-service and automation are considered in the context of the user experience. A model of the theory of service is presented.

Changes In Values And Perception Of Life: Natural Disaster Devastates A Mountain Community, Sharifullah Baig, Abida Begum

The Journal of Values-Based Leadership

The mountain communities of Karakorum and the Himalayas in Pakistan are frequently experiencing climate change-induced natural disasters, which are inflicting irreparable losses to their generation's old value system and socio-economic life. Focusing on the value system, this small-scale study explored the change in values and perceptions of a disaster-affected mountain community about natural hazards and its implications for their future lives. Twenty participants from the affected community, including local political activists, religious leaders, teachers, and youth activists, were thoroughly interviewed. The study explored significant deviations from their traditional values of connectedness to each other and with their ancestors' land. The …

Running A Business Like A Biblical Prophet: What Would Isaiah, Hosea, Amos, Or Ezekiel Do?, Hershey H. Friedman, Joshua Krausz

The Journal of Values-Based Leadership

This paper contends that a toxic corporate culture is the leading cause of unethical behavior in business, and that biblical values taught by the ancient prophets can help transform a firm's culture, inspire employees, and foster a work environment where the paycheck is not the ultimate goal. Scripture could help employees understand that the organization's purpose is to achieve many positive outcomes, such as delivering value to the customer, making a positive difference in society and the world, alleviating poverty and hunger, providing meaningful work, and encouraging innovation and positive change.

Interview With Richard Painter, Elizabeth Gingerich

The Journal of Values-Based Leadership

No abstract provided.

The Leader As Life Coach — A Transformative Leadership Perspective, Cam Caldwell

The Journal of Values-Based Leadership

The focus of this paper is on the need for organizations to address the failures of ineffective leadership by adopting a transformative leadership perspective and incorporating seven roles of a Life Coach to encourage, support, and assist employees as they guide them in achieving organizational objectives and excelling personally and professionally. The paper begins by explaining what is meant by a transformative leadership perspective and identifies why that approach to leading organizations is so important. Describing seven roles of the Life Coach, the paper explains how these roles enhance individual and organization performance and offers practical insights for leaders seeking …

Stephen Covey’S Leadership Approach And The Quest For Ethics In Leadership, Ezekiel Ifeanyichukwu Oko

The Journal of Values-Based Leadership

This article brings valuable insights from Stephen Covey’s Principle-Centered Leadership (PCL) to the limelight as a contribution to the critical efforts of leadership practitioners and scholars to remedy organizations and societies through quest for ethics in leadership and practice of value-based leadership (VBL). It explored the major ideas and content of PCL and demonstrated its significance in the current leadership research. Firstly, with a meta-analysis in comparison with five recent key theories of leadership, it revealed that those theories adopt the insights of PCL to a great extent. Secondly, subjecting PCL to the evaluative criteria of leadership ethics, it demonstrated …

Summer/Fall 2024

The Journal of Values-Based Leadership

No abstract provided.

Exploring Recognition, Rewards, And The Multi-Generational Workforce During The Covid-19 Pandemic, Sara J. Hollenbeck

Doctor of Education Program Dissertations

This study sheds light on the importance of rewards and recognition programs in improving employee engagement and highlights the need for organizations to rethink their rewards and recognition strategies to better meet the needs of multi-generational employees. One problem found in organizations was that many current multi-generational employees had low engagement due, in part, to outdated rewards and recognition programs (Agarwal et al., 2018; North, 2017; O.C. Tanner Institute, 2021). There was a gap in research regarding multi-generational employees in multiple professions and their perceptions of rewards and recognition and how those monetary and non-monetary rewards could affect their engagement …

Nevada Workforce Diversity, Equity, And Inclusion Study 2024, Becky Harris, Andrea Dassopoulos

International Gaming Institute Faculty Research

Diversity, Equity, and Inclusion (DEI) metrics enable organizations to set concrete goals and monitor their performance. In 2021, Nevada’s legislature passed Senate Bill 267 (SB267), authorizing the University Nevada, Las Vegas (UNLV) to study DEI benchmarks in the State. A survey was provided to businesses, state and local governments, and the Nevada System of Higher Education in an effort to study and evaluate how effectively employers are implementing diversity, equity, and inclusion initiatives in Nevada. The Nevada Workforce Diversity, Equity, and Inclusion Study (Workforce Study) is designed to produce actionable results capable of informing public policy priorities and employer best …

Cyclical Interest In Entrepreneurship And The Virginia Economy, Daniel Farhat

Journal of Business & Entrepreneurship

This study uses keyword search data from Google to construct an index representing broad interest in entrepreneurship in Virginia. Dynamic correlations are evaluated to identify how short-term movements in the index relate to employment and earnings, leading economic indicators, home prices and business applications. Results support opportunity-driven mindsets in the labor market but not in the real estate market. The index is shown to have some economic prediction power, and is capable of producing new insights compared to data from actual business activity. This study highlights the role entrepreneurial interest may play in policy and lays the groundwork for further …

Digital Transformation And Wise Leadership: Challenges And Opportunities Evidence From Government Institutions In Uae, Mohammad Al Qudah

Journal of Police and Legal Sciences

Purpose: the current study aimed at highlighting challenges and opportunities associated with digital transformation (DT) and the influence of these challenges and opportunities in wise leadership. Aspects taken into perspective included (decision-making, communication and collaboration, innovation, employee empowerment and ethical considerations).

Methodology: the study adopted the quantitative methodology through utilizing a questionnaire. The questionnaire was self-administered by (223) individuals from UAE governmental institutions. Statistical package for social sciences (SPSS) was employed in order to answer the study main questions and realize the hypotheses.

Results: Study indicated that adopting DT through the UAE governmental institutions is basically exposed to many challenges …

Ada News - 07/08/2024, American Dental Association, Publishing Division

ADA News

Established in 1970 as the official newspaper of the American Dental Association, the ADA News serves practicing dentists and others allied to the dental profession in the U.S. and internationally. It is the No. 1 source of news and information about the many benefits and services the ADA delivers to members daily as well as timely information on scientific, social, political and economic developments affecting dentistry and health care.

A Reviews Of Women's Outfit E-Commerce Models Using Feature Selection Techniques, Hadeer Mohamed Bekhet, Mona Nasr, Rasha Elnaggar

Future Computing and Informatics Journal

The rapid growth of e-commerce has transformed how consumers shop for fashion, including women's outfits. This study presents a comprehensive evaluation of women's outfit e-commerce models through the lens of feature selection technique. understanding customer sentiments is critical in today's marketing landscape, it provides firms with insights into how customers perceive their products and/or services and offers suggestions on how to enhance their offerings. This study aims to decipher the relationship between various characteristics in customer reviews on a women's clothing e-commerce site. Additionally, it classifies each review to determine whether it recommends the reviewed product or not, and whether …

The Impact Of Digital Transformation On Improving Audit Quality In Palestine: Empirical Evidence, Iskandar Nashwan

Journal of the Arab American University مجلة الجامعة العربية الامريكية للبحوث

The objective of this study was to determine the impact of digital transformation on improving audit quality through its important stages of planning, implementation, and reporting. The data was collected using the descriptive analytical approach based on a questionnaire. The study was applied to the study population of all auditors working in different accounting and auditing firms in the Gaza Strip, where the number of those firms reached 48 accounting and auditing firms, with 144 auditors working according to the records of the Union of Accountants and Auditors in Gaza Strip. As a result, purposive sampling was used due to …

The Relationship Between Operating Efficiency, Credit Score, And Small Business Sustainability, Garfield Henry

Walden Dissertations and Doctoral Studies

The first 5 years of a small business (SB) life are critical because 50-60% fail. SB leaders are concerned about the inability of many SBs to attain sustainability within 5 years, given their pivotal role in owner and community financial viability. Grounded in the resource-based view theory, the purpose of this quantitative correlational study was to examine the relationship between SB operating efficiency, credit score, and sustainability. Secondary data for 211 closed and 211 companies still operating from 2013 to 2023 were collected from the Data Axle website for analysis. The results of the binary logistic regression were significant, X2 …

Hard Or Soft: An Exploration Of What Skills A Sport Management Student Is Lacking, Ashley Ryder, Jillian Mcniff Villemaire, Taylor Behl

The COSMA Journal

An important measure of success of sport management programs in higher education is how prepared students are for their professional careers. Programs often include various experiential learning opportunities such as internships in their curriculum to improve student employability. However, there is still concern that students may not be prepared for success in their internships and in the field. The purpose of this study was to identify which skills sport management student interns needed the most improvement, according to their intern supervisor. Using a single institution, this study analyzed intern supervisor’s questionnaire responses from 2017-2022 at a small, private college in …

Examining The Tax Landscape Of Recreational Cannabis: Trends And Considerations From The Past 10 Years Of Policy, Thomas A. Norton, Amanda K. Thompson-Abbott, Raymond Keener Iii, Alberto Coustasse

Accounting Faculty Research

This article aims to provide an overview of the taxation of recreational cannabis in states where it has been legalized for recreational purposes. By delving into the various approaches taken by different jurisdictions, analyzing the economic impacts, and examining the challenges and opportunities inherent in cannabis taxation, we seek to shed light on a topic that is rapidly shaping the future of the cannabis industry and the broader economy. From excise taxes to sales taxes and licensing fees to revenue allocation, the taxation framework surrounding recreational cannabis is a dynamic and evolving landscape. Potential federal excise taxes could further complicate …

Uplifting The Critical Value Of The Lgbtq+ Climate Workforce, San Diego Regional Climate Collaborative, Brenda Castruita, Nicole Fassina

San Diego Regional Climate Collaborative

As the world faces unprecedented environmental challenges, the need for a robust and diverse environmental workforce has never been more critical. Historically, marginalized communities are at the forefront of these challenges and often bear the brunt of impacts from our changing climate. It is vital that the climate workforce reflects the diversity of our communities and is inclusive of individuals with lived experiences that can inform equitable and effective solutions. Among these marginalized communities, the LGBTQ+ (Lesbian, Gay, Bisexual, Transgender, Queer or Questioning, and others) community is particularly vulnerable to the impacts of climate change.¹ Research underscores how LGBTQ+ individuals …

Assessing The Effectiveness Of Smartphone Retail Shopping Apps Through The Lens Of Customer Value, Satisfaction, And Loyalty, Jean B. Ntahontuye

Doctor of Business Administration (DBA)

Retail e-commerce revenue was $904.9 billion in 2022; of this amount, $431.4 billion was realized via smartphone retail shopping apps, which is a 95% increase from 2019, and retail e- commerce is projected to exceed $1.7 trillion by 2027 (Statista, 2023a). Given the increasing popularity of these apps among consumers, management and marketing literature continues to debate what makes consumers accept and adopt retail shopping apps as their preferred online shopping method. Failure to understand what motivates consumers to repeatedly buy household goods via smartphone retail shopping apps may cause retailers to mistarget their customers by allocating scarce resources to …

A Quantitative Study Of The Influence Of Emotional Intelligence On The Ministerial Effectiveness Of Executive Pastors As Scored By Their Lead Pastors., Thomas P. Frisinger

PhD in Organizational Leadership

Over the past two decades, churches have expanded their pastoral staff to include executive pastors (XP) to support lead pastors (LP) by mitigating stress and enhancing effectiveness (Krenz-Muller, 2022; Tidwell, 2020) in finances, facilities, and governmental entities, and staff oversight and development. This study involved an examination of the relationship between the emotional intelligence (EI) levels of XPs, using the TEIQue-SF (Cooper & Petrides, 2010), and their perceived ministerial effectiveness (ME) as assessed by LPs on the Ministerial Effectiveness Survey (MES; Dobrotka & Frisinger, 2024). The aim of the study was to identify any significant correlation between XPs and ministerial …

Introduction To Programming And Applied Analytics Using Python, Matt Brown

ATU Faculty OER Books and Materials

This open electronic textbook is a collection of lecture notes, assignments, and additional background material for a junior level analytics course targeted for business students, it is free to use and copy. The text assumes readers have not had prior programming or computing courses, but have had at least one analytics course. The textbook differs from other textbooks because it serves a dual purpose, to first introduce to students the Python programming language and secondly to introduce analytics programming in Python. It is not meant to be a comprehensive book on the Python language or data analytics, rather a semester’s …

Contributors

DLSU Business & Economics Review

No abstract provided.

The Relationship Between Communication Styles And Nonverbal Communication Level: A Study On Tourist Guides, Melike Sak, Ali Turan Bayram, Gül Erkol Bayram, Anuj Kumar, Shakeel Basheer

Journal of Mediterranean Tourism Research

Communication, a fundamental tool in human interaction, encompasses a variety of methods and techniques. One such method, non-verbal communication, is a form of expression that transcends words or language. Instead, it relies on a spectrum of non-verbal cues, such as body language, eye contact, physical posture, gestures, and facial expressions, to convey meaning. In the context of tourist guiding, non-verbal communication is a key element. The non-verbal communication skills of tourist guides are pivotal in shaping the quality of the tour experience. By employing non-verbal communication techniques, guides can significantly enhance the quality of interaction with tourists, thereby optimizing communication …

Perceived Context Typicality And Beliefs In The Generalizability Of Management Research Findings, Przemyslaw Hensel, Adam Tatarynowicz

Research Collection Lee Kong Chian School Of Business

Despite growing calls for a greater internationalization of management research, the discipline still struggles with the challenge of integrating diverse national contexts. While recent decades have seen a change toward a more equitable treatment of all national contexts, the belief that research conducted outside the United States is less generalizable remains strong. In this research note, we explore the general perceptions of what is considered a “typical” study context by associating them with authors' variable tendencies to report threats to external validity. Using a sample of 400 papers from seven top-tier management journals, we find that research based on non-US …

Business Model Choice For Heavy Equipment Manufacturer, Philippe Blaettchen, Niyazi Taneri, Sameer Hasija

Research Collection Lee Kong Chian School Of Business

Technological advances enable new business models for heavy equipment manufacturers wherein customers access equipment without ownership. We seek to understand the profitability and environmental performance of different emerging business models in light of salient economic and operational factors. We develop a game-theoretic model to identify the optimal choice between a traditional ownership-based business model and two access-based models: servicization and peer-to-peer sharing. After-sales services, equipment characteristics, usage environments, and fuel prices affect this choice. We also provide a novel framework to analyze business models’ environmental impact, which incorporates trade-offs between economic value and environmental costs and shows that all models …

The Blessed Assembly: Irreplaceable Physical Co-Presence In Worship And Healthy Hybridity Reimagined After The Pandemic In The Digital Age, Yvette, Ying Wai Lau

Doctor of Pastoral Music Projects and Theses

Because of the unprecedented and unexpected force of the pandemic since 2020, most churches around the world have experienced some online worship during the lockdown of their cities or the mandated closure of the church buildings. For many people, online worship seems to be an equivalent, if not better, alternative for gathering together—a physical co-presence in worship—even after the pandemic has ended. As necessary and vital as online worship experiences have been for Christians during the pandemic, the witness of the church from Pentecost throughout Christian history indicates that gathered worship in physical spaces is irreplaceable for faith formation and …

Cds Channels Of Influence On Discretionary Accruals, Hao Cheng, Kian Guan Lim

Research Collection Lee Kong Chian School Of Business

Existing studies indicated that firm debt holders can use the credit default swap (CDS) market to hedge their credit risk, and thus they would reduce their monitoring of the firms, leading to largely distressed firms shirking and increasing positive abnormal earnings accruals. Besides providing insurance, however, the CDS spreads also perform price discovery of credit risk information sought by trade creditors and potential lenders who are not protected. High absolute abnormal discretionary accruals or bad earnings quality, especially negative abnormal accruals, would lead adverse CDS price signals that are very costly to the firm. This compels the firm under nondistressed …

The Yields That Bind: Treasury Bill Yields And The Philippine Corporate Bond Yield Spreads (Pre-Covid 2012–2019), Maurice Arce, Carlos Dorado, Justine Pascua, Paul Robles, Junette Perez

DLSU Business & Economics Review

The paper’s base reference is Duffee (1998). He examined the inverse relationship between the U.S. Treasury bill yields (TBY) and the corporate bond yield spreads (CBYS). Eight years of historical data on the Philippine CBYS from 2012–2019 and data on TBY were analyzed using OLS regression. To examine, if the results hold in the Philippines and given that the bond market in the country differs from the U.S. bond markets, will the results of Duffee (1998) persist? Although the paper focused on providing evidence on one of the most basic, well-established inverse relationships between TBY and inflation to CBYS, the …

Zero Textbook Cost Syllabus For Cis 3920 (Intro To Data Mining), Lawrence Cohen

Open Educational Resources

To successfully compete in today’s global business environment an organization must constantly monitor, recognize, and understand every aspect and every issue of its operations, its industry, and the overall business environment. This course focuses on data mining and understanding the steps of a data mining project from both a business and technical perspective.

Students will actively participate in this course through class discussions, project preparation and presentation, and hands-on labs. We cover both supervised and unsupervised data mining techniques for tasks like targeted mailing campaigns, customer segmentation, customer churn, fraud-detection, and market basket analysis.

In this course, I encourage students …

Trust Dynamics In Sharing Economy Services During A Crisis: A Comparison Between Airbnb And Uber, Alireza Amrollahi, Tyge F. Kummer, Mehdi Rajaeian, Arghavan Hadinejad

Research outputs 2022 to 2026

This study investigates trust dynamics in sharing economy services during the COVID-19 crisis, comparing Airbnb and Uber as prominent representatives of accommodation and transportation services in tourism. Guided by two research questions, the study first explores the antecedents and mechanisms of trust creation on these platforms and then examines how the global pandemic affected trust in these services. The findings reveal that structural assurance, privacy protection, and social influence (only for Uber) are key antecedents of trust. Trust, in turn, significantly influences perceived usefulness and the intention to use both platforms. The results also show that perceived risk, heightened by …