Business Commons^™

How Does Customer Service Offshoring Impact Customer Satisfaction?, Jonathan W. Whitaker, M. S. Krishnan, Claes Fornell, Forrest Morgeson

Management Faculty Publications

Information technology (IT) plays a vital role in customer relationship management (CRM), because CRM processes include the collection and analysis of customer information, firms use technology tools to interact with customers, and IT created the conditions under which firms can offshore CRM processes. Customers have negative perceptions toward offshoring, which suggests that firms might be reluctant to offshore IT-enabled CRM processes. However, firms have significantly increased offshoring for CRM processes, presenting a conundrum. Why would firms increase offshoring for CRM processes if there could be a risk to customer satisfaction?

This paper helps to resolve the conundrum by studying the …

Cleaning Data Helps Clean The Air, Kelley Donalds, Xiangrong Liu

Management Faculty Publications

In this project, students use a real-world, complex database and experience firsthand the consequences of inadequate data modeling. The U.S. Environmental Protection Agency created the database as part of a multimillion dollar data collection effort undertaken in order to set limits on air pollutants from electric power plants. First, students explore the database to identify design limitations from the perspective of a data analyst with a specific goal. Second, students create a new database design which overcomes identified problems. Through this case study, students develop the skill to infer usage implications by studying the design of an existing database. This …