Digital Commons Network^™

Customer Service Operations: A Gatekeeper Framework, Maqbool Dada, Brett A. Hathaway, Evgeny Kagan

Faculty Publications

Customer service has evolved beyond in-person visits and phone calls to include live chat, AI chatbots and social media, among other contact options. Service providers typically refer to these contact modalities as “channels”. Within each channel, customer service agents are tasked with managing and resolving a stream of inbound service requests. Each request involves milestones where the agent must decide whether to keep assisting the customer or to transfer them to a more skilled – and often costlier – provider. To understand how this request resolution process should be managed, we develop a model in which each channel is represented …

Disclosure Benchmarking By Lawyers: Evidence Fromthe Ipo Setting, Michael S. Drake, Jeff Mcmullin, Kenneth Merkley, Chase Potter, John Treu

Faculty Publications

Lawyers play an important advisory role in drafting financial reports, yet empirical evidence documenting the influence of external legal counsel on this process remains sparse. This study focuses on a specific aspect of lawyers’ drafting process: the practice of reviewing disclosures previously filed by other issuers—a practice termed “disclosure benchmarking.” Using initial public offering (IPO) disclosures as the setting, we find that disclosure benchmarking is associated with amore efficient Securities and Exchange Commission (SEC) review process. We further find that it is associated with several measures of disclosure quality, including disclosures that are less likely to be revised in subsequent …

The Information Content Of Private Information Acquisition: Evidence From Foia Requests To The Sec, Dichu Bao, Janja Brendel, Michael S. Drake, Lixin (Nancy) Su

Faculty Publications

We analyze Freedom of Information Act (FOIA) requests submitted to the Securities and Exchange Commission (SEC), focusing on the value-relevance hypothesis and the directtrading hypothesis. Our empirical analysis reveals nuanced value relevance associated with different types of requests: Requests related to ongoing investigations and submitted by anonymous requesters are negatively correlated with future returns, while requests from investment firms and intellectual property firms predict positive future returns. Our findings also provide some support to the direct-trading hypothesis, showing that investment firms increase holdings of stocks for which they have filed FOIA requests, and short sellers exhibit heightened activity following requests …

Signaling Innovation: The Nontax Benefits Of Claiming R&D Tax Credits, Bradford F. Hepfer, Hannah W. Judd, Sarah C. Rice

Faculty Publications

Using the IPO setting, we test whether firms signal the quality of their investments in innovation activities by claiming R&D tax credits. We find the presence and amount of the R&D credit are each associated with lower information asymmetry and with higher investor demand at IPO. Conservatively, we estimate that sample firms realize additional IPO proceeds of 32–45 percent of their creditable R&D expenditures, indicating economically significant non-tax benefits associated with the R&D credit. We verify the R&D credit signal by showing its positive association with firms’ future patenting activity, patent citations, and post-IPO stock returns. Results from these tests …

Timing Is Everything: Congruence, Controllability, And Performance Measure Weighting, Hayden T. Gunnell, Gary Hecht, William B. Tayler, Kristy L. Towry

Faculty Publications

We investigate whether the weights managers place on performance measures for performancebased compensation depend on whether weights are determined at the beginning or end of the performance period. We propose that managers frame the weighting decision differently depending on timing. Specifically, prior to employee effort, managers frame the decision as intended to align employee effort to firm objectives, whereas after employees have exerted effort, managers frame the weighting decision as intended to evaluate employee effort. Thus, we expect, and find, that managers weight measures that are more congruent with firm objectives more heavily when weightings are determined ex ante (before …

Variation In Early 20th Century Rural Utah English, Joseph A. Stanley, Hallie Davidson

Faculty Publications

Utah English Pronunciation

Early 20th Century Utah English:

• Early work (Cook 1969, Helquist 1970) compares rural Utah to Salt Lake City.
• Bowie (2003, 2008, etc.) analyzes archival recordings of religious sermons.
• Primary focus in those studies: the decline of the CORD-CARD merger.

Introducing the Kohler Tapes

Background:

• Norm Kohler, a middle school teacher in Heber in 1980s–2000s.
• He had students to interview a local older person, like a grandparent.
• He provided questions to ask, akin to sociolinguistic interviews.
• Collected 1200+ cassette tapes.
• Intended to write a history based on these oral narratives.

Processing:

• Digitized in 2021 at BYU’s Office of …

Encouraging Self-Regulation In An Online University Course For Preservice Teachers: An Intervention Study, Karen T. Arnesen, Charles R. Graham, Heather Leary, Alison I. Mcmurry

Faculty Publications

Although self-regulation (SR) has long been seen as an important educational concept, we know little about how to foster it in higher education online student populations. This research addresses this need by introducing an SR intervention into a preservice teacher course. The 30 students who participated used an intervention consisting of weekly student goal setting and self-reflection. Using data collected from a self-regulation survey, weekly reflections, final exam reflections, and interviews, all but one student indicated that the process of setting a goal weekly and especially reflecting on their actions during the week increased their self-regulation abilities. More than half …

A Generalized Coherence Framework For Quantifying Input Contributions In Multi-Input Systems With Correlated Or Uncorrelated Inputs, Nolan H. Howes, Matthew S. Allen, Dario Farina, Steven Knight Charles

Faculty Publications

In multi-input systems, it is often necessary to quantify the contribution of each input to an output. Such contribution analysis is frequently performed using coherence. However, when correlation is present between inputs, existing coherence measures do not accurately quantify the contribution of individual inputs, except in special cases. Here we propose an expanded coherence framework that enables contribution analysis in any multi-input system, regardless of input correlation. We bridged the gap by defining three new coherence measures: component, excluded, and isolated coherence. Component coherence is an intermediate measure that decomposes measured output power into components attributable to inputs directly vs …

Sources Of Influence In Marriage And Parenting For Interfaith Couples, William D. Stanford, Justin J. Hendricks, Ted G. Futris, Loren D. Marks, David C. Dollahite

Faculty Publications

Interfaith marriages are increasingly common, yet research on their family dynamics and sources of influence in family functioning remains limited. Relatedly, although research highlights religion’s influence on family processes, most studies only include same-faith couples. Subsequently, we qualitatively explored the experiences of 32 happily married interfaith couples, examining their sources of guidance in marriage and parenting, reasons for rejecting influences, and the role of religion in their family functioning. We identified one theme of rejecting outside influence and five key themes/sources of influence: one another/themselves, family, friends, media/professionals, and spiritual sources. Findings emphasize similarities between interfaith couples and American families …

Testing The Effect Of Speech Separation On Vowel Formant Estimates, Joseph A. Stanley, Lisa Morgan Johnson, Earl Kjar Brown

Faculty Publications

While recent advances in sociophonetic data processing have made it possible to analyze large datasets and audio not originally intended for linguistic analysis, overlapping speech in recordings with multiple speakers continues to be an issue that results in lost data. We evaluate whether current source separation models produce audio that is clean enough to produce reliable measurements for sociophonetic analysis. We compare formant estimates from a pair of pristine recordings and merged-and-separated versions of those same recordings using the Libri2mix, Whamr16K, and WSJ02mix source separation models. Based on auditory inspection of the separated files, visualization of vowel formant estimates, and …

Complementary Pre-Lateral Mergers Across Ethnicities And Generations In Georgia, Margaret E. L. Renwick, Jon Forrest, Joseph A. Stanley, Lelia Glass

Faculty Publications

No abstract provided.

Testing The Effect Of Speaker Diarization And Speech Separation On Vowel Formant Estimates, Joseph A. Stanley, Lisa Morgan Johnson, Earl Kjar Brown

Faculty Publications

No abstract provided.

How Overcoming Linguistic Discrimination Benefits The World, Joseph A. Stanley, Lisa Morgan Johnson, Eve Okura Koller, Vashti Wai Yu Lee, Hallie Davidson, Valeria Prieto Hurtado, Sam Keddington, Hazel Mattson, Abigail Mueller, Sydney Jo Pederson, Maryn Perschon, Reese Rugg, Eliza Whiting

Faculty Publications

What is linguistic discrimination?

• Restricting access or opportunities based on speech (e.g., accent, pronunciation, grammatical system, tone or pitch)
• One of the last socially acceptable discriminatory practices in the international community
• A source of injustice that impacts many of God’s children every day

Linguistic discrimination is real! Here’s what it looks like…

In Healthcare:

• More questions about insurance coverage; later appointments (Wisniewski and Walker 2020)
• Lower access to mental health services (Kugelmass 2016)
• More referrals for speech therapy (Charity Hudley et. al. 2018)

In Education:

• Students receiving negative judgments from teachers (Bowie & Bond 1994; Cecil 1988; Wheeler 2019)
• Teachers …

A Guide To Urban Planning And Environmentalism, Michael Lewyn

Scholarly Works

Review of The Sustainable Urban Design Handbook, by Nico Larco, Kaarin Knudson.

The Jury Does Not Always Need Help From Lay Opinion Witnesses, Taurus Myhand

Scholarly Works

Who is the “reasonable person”? There is little doubt that every competent legal professional, both in law practice and in the academic setting, has spent a great deal of time attempting to define the reasonable person. “Reasonableness is largely a matter of common sense.” In police encounters, the definition is certainly important to the outcome of questionable police conduct. How the reasonable person is defined often determines whether a police officer has infringed on an individual’s Fourth Amendment guarantee to be secure in their person against unreasonable searches and seizures. As the narratives of the news media shape how some …

Integrated Multi-Omics Analyses Of Synaptosomes Revealed Synapse-Associated Novel Targets In Alzheimer’S Disease, Subodh Kumar, Enrique Ramos, Axel Hidalgo, Daniela Rodarte, Bhupender Sharma, Melissa M. Torres, Davin Devara, Shrikanth Gadad

School of Medicine Publications

Synapse dysfunction is an early event in Alzheimer’s disease (AD) caused by various factors, including amyloid beta, p-tau, inflammation, and aging. However, the precise molecular mechanism underlying synapse dysfunction in AD remains largely unknown. To understand this, we comprehensively analyzed the synaptosomes fraction in post-mortem brain samples from AD patients and cognitively normal individuals. We conducted high-throughput transcriptomic analyses to identify changes in microRNA (miRNA) and mRNA levels in synaptosomes extracted from the brains of unaffected individuals and those with AD. Additionally, we performed mass spectrometry analysis of synaptosomal proteins in the same sample group. These analyses revealed significant differences …

Climate Nationalism, Gabriel Weil

Scholarly Works

Climate change is a global commons problem. The costs of emissions in any given country are mostly borne by foreigners. Absent strong measures to overcome this dynamic, pursuit of national self-interest will lead people and countries to underinvest in decarbonization, relative to what's best for the world as a whole. And we do see such underinvestment. Many countries are not on track to meet their Paris Agreement pledges, and those pledges, even if met, are not ambitious enough to meet the headline temperature stabilization goals of the agreement. This is the fairly banal pursuit of national interest in the climate …

The Effects Of Capsaicin On Vascularization In Patients With Diabetes Mellitus: A Literature Review, Karen Hernandez, Leslie Guerrero, Myra Mudassar, Amanda L. Killeen

School of Podiatric Medicine Publications

Diabetes Mellitus (DM) is a metabolic disorder affecting 11.6% of the United States population and 43.95% of the population in the Rio Grande Valley of Texas. A common complication of diabetes mellitus is neuropathy, a type of nerve damage that affects as many as half of the people with this condition. Vascular factors and metabolic interactions are major influencers of the pathogenesis of diabetic neuropathy. This literature review evaluates the therapeutic role of capsaicin, a known component of capsicum pepper, commonly used as a treatment for neuropathic pain. However, several studies show that in addition to pain management, capsaicin counters …