Business Commons^™

Understanding The Service Environment: How Does Music, Color, And Aroma Impact Customers?, Anita Whiting

Journal of Applied Marketing Theory

Service environments area critical component of the service organization. However, most managers don’t understand how variables in the service environment impact their customers. Therefore, this article seeks to explain how three common and relatively inexpensive service environment variables impact customers. In particular, this article provides an in-depth review and analysis of findings on music, color, and scent. This synthesis of service environment literature helps managers and researchers better understand the mechanisms and effects of music, color, and aroma. In addition to promoting understanding of these variables in the service environment, this article also provides many managerial implications and guidelines for …

Customer Complaint Handling: The Importance Of Employee Training For Customer Service, Nader Shooshtari, Shawn Clouse, Simona Stan

Journal of Applied Marketing Theory

Providing superior customer service and having effective and efficient customer complaint handling procedures are critical to a firm’s success in the marketplace. This paper reports on a survey of Chamber of Commerce members in a community with a population of about 65,000 people with regard to their customer complaint handling policies and practices. The findings indicate that firms which train customer service employees in customer complaint handling are likely to collect, record, and respond to customer feedback and complaints in a more systematic way than those firms which do not provide such training. These firms are also more likely to …

Psychographic Segmentation In A Unique Service Industry: A Typology Based On Consumers’ Levels Of Consumption Of Live And Media-Based Spectator Sports, Tammy Mccullough, Sam Fullerton

Journal of Applied Marketing Theory

The purposes of this study were twofold. First a typology for the categorization of consumers of spectator sports based solely upon their levels of consumption as members of both the live and the media-based audiences was developed. The four segments were given names based upon the individuals’ levels of consumption as members of both of the two alternative audiences. Specifically, the resulting segments comprised the sports-immersed fans, venue-based enthusiasts, media-based fans, and sports contrarians. Subjects also responded to a set of 34 sports-oriented psychographic statements which allowed for lifestyle-based profiles to be developed for each of the four designated segments. …

An Empirical Taxonomy Of Tourist Information Search Strategies, Stephen W. Clopton, James E. Stoddard, Mike R. Evans

Journal of Applied Marketing Theory

An empirical taxonomy of tourists’ information search strategies is developed based on a survey of a large sample of tourists. The taxonomy reveals five different information search strategies. Each search strategy consists of the combination of individual information sources used by tourists in pre-trip planning. The five information search strategies are related to select tourist demographic characteristics, trip activities, accommodation choices, and general media preferences. The results indicate a multivariate relationship between tourist demographics and information search strategies. Furthermore, information search strategies are related to tourists’ preferred trip activities and choice of accommodations. Implications of the taxonomy for tourism marketing …

Staff Council Meeting Minutes, Georgia Southern University, Staff Council

Staff Council Meeting Minutes & Agendas

No abstract provided.

Staff Council Meeting Minutes, Georgia Southern University, Staff Council

Staff Council Meeting Minutes & Agendas

No abstract provided.

Theresource, Georgia Southern University

Human Resources Newsletter

• New Faculty Onboarding
• Interview Tips
• Performance Evaluations
• Compliance Training
• Employment Updates
• Benefits Updates
• Training Updates
• Series Recaps
• University Wellness
• Eagle Perks
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Smarter Teamwork: System For Management, Assessment, Research, Training, Education, And Remediation For Teamwork, Matthew W. Ohland, Misty L. Loughry, Eduardo Salas, David Jonathan Woehr, Richard A. Layton, Hal R. Pomeranz, Wendy L. Bedwell, Rebecca Lyons, Daniel Michael Ferguson, Kyle Heyne, Tripp Driskell

Management: Faculty Publications

SMARTER Teamwork: System for Management, Assessment, Research, Training, Education, and Remediation for Teamwork. The rapid adoption of Team-Maker and the Comprehensive Assessment of Team Member Effectiveness (CATME), tools for team formation and peer evaluation, make it possible to extend their success to have a significant impact on the development of team skills in higher education. The web-based systems are used by 1600 faculty at 400 institutions internationally –the figure below shows the growth of the user base. 1600 The system has had 72,459 unique student users. 1400 Fitted curves are second order. 1200 Faculty and staff 1000 Number 800 of …

Staff Council Meeting Minutes, Georgia Southern University, Staff Council

Staff Council Meeting Minutes & Agendas

No abstract provided.

Staff Council Meeting Minutes, Georgia Southern University, Staff Council

Staff Council Meeting Minutes & Agendas

No abstract provided.

Theresource, Georgia Southern University

Human Resources Newsletter

• Required Compliance Training
• Compensation & Classification Training
• TAP
• Management Training Series
• The Eagle Experience
• Communication Series
• Diversity Series
• Employment Updates
• Series Recaps
• University Wellness
• Eagle Perks
• Eagle Temps
• Tax Management
• Values Misalignment

Staff Council Meeting Minutes, Georgia Southern University, Staff Council

Staff Council Meeting Minutes & Agendas

No abstract provided.

Staff Council Meeting Minutes, Georgia Southern University, Staff Council

Staff Council Meeting Minutes & Agendas

No abstract provided.

Theresource, Georgia Southern University

Human Resources Newsletter

Employee Appreciation

E-Learning

Work/Life Balance

Financial Education Week

Compliance Week

ADP Training

Management Training Series

Administrative Professional Series

PeopleAdmin Workshops

Staff Service & Awards

Personnel Action Forms

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Hazard Recognition Training

Student Employment Jobs

Eagle Perks

True Blue

Holiday Calendar

Impact Of Rotated Aisles On Travel Distance In Manufacturing Facilities, Dale Masel, Samantha Hedges

12th IMHRC Proceedings (Gardanne, France – 2012)

To design a facility, expected flows between the resources is one of the most important input. Flows are usually calculated given some statistics of previous periods or from the expected demand and the process required. However, in a refurbishing and recycling facility, flows are very fluctuating and not trivial to predict. The quantity produced by such facility not only depends on the demand but also on the supplies which are returned products under guaranty or discarded products after their end-of-use. The uncertainty and the variability on these supplies are often higher than the one on the demand which makes it …

Simulation-Based Performance Improvement Of A Defense Logistics Warehouse, Banu Y. Ekren, Gerald W. Evans, Sunderesh S. Heragu, John S. Usher

12th IMHRC Proceedings (Gardanne, France – 2012)

Warehouses play a critical role in supply chains. They serve as a vital link between manufacturers and customers. In this study, we investigate performance of the largest warehouse (Eastern Distribution Center - EDC) of the Defense Logistics Agency (DLA) located in New Cumberland, PA and propose a near optimum design for the receiving area of the warehouse to improve its performance. First, we develop a simulation model of the system. Second, we interface an optimization model with the simulation in order to optimize the number of people working at the induction stations. In the optimization model, our goal is to …

Optimal Design Of Container Terminal Layout, Debjit Roy, Ren´E De Koster

12th IMHRC Proceedings (Gardanne, France – 2012)

Due to rapid growth in foreign trade using sea vessels, there is a growing focus in improving the infrastructure and operational efficiencies at the container terminals. Particularly, the operational responsiveness of loading and unloading of containers, affects the vessel idle times and profitability of the shipping liners. In this research, we deter- mine optimal stack layout design, which minimizes the container unload times using Automated Guided Vehicles (AGVs). To analyze alternate stack layout designs, we develop integrated queuing network models that capture the stochastic interactions among the container terminal processes (quayside, vehicle transport, and stack side), and provides realistic estimates …

Cycle Time Models For Aisle Changing As/Rs Considering Acceleration/Deceleration, Jörg Oser

12th IMHRC Proceedings (Gardanne, France – 2012)

In multi-aisle AS/RS systems one or more S/R machines serve several aisles with storage racks on both sides of the aisle. An important feature of multi-aisle configurations are aisle changing devices with transfer cars, curve guided aisle switching mechanisms or closed loop rail tracks with curved sections for a two-aisle layout. These systems offer an economic solution, when the number of storage and retrieval transactions is low and storage volume is high. One or several S/R machines each serving a specified number of aisles can be arranged in various layouts to meet the required storage capacity and throughput.

The Order Picking Problem In Fishbone Aisle Warehouses, Melih Celik, Haldun Sural

12th IMHRC Proceedings (Gardanne, France – 2012)

A recent trend in the layout design of unit load warehouses is the application of layouts without conventional parallel pick aisles and straight middle aisles. Two examples for such designs are flying- V and fish bone designs for single and dual command operations. In this study, we consider the same layout types under the case of multiple-item pick lists and show that, for both layout types, the routing problem can be solved in polynomial time. We also propose simple heuristics for this problem inspired by those put forward for parallel-aisle warehouses. Our computational results reveal that under certain cases, fish …

How To Choose An Order-Picking System, Marita Ellinger, Tim Geißen, Detlef Spee

12th IMHRC Proceedings (Gardanne, France – 2012)

Order-Picking-Systems are the parts of material flow systems, which have the largest variance of deployment alternatives. Since a long time there have been many attempts to systematize the way of identification of the order-picking- ystem that the “correct” solution can be found. The previous methods could not be enforced universally. Thus nearly all the material handling system suppliers have their own approach to find the right system, as it turned out at a market analysis of Fraunhofer IML. With the presented concept of finding a solution, a structured, fast method for system identification shall be presented. A stepwise approach to …

Evaluation Of Environmental Benefits Of Che Emerging Technologies By Using Lca, Nenad Zrnić, Andrija Vujičić

12th IMHRC Proceedings (Gardanne, France – 2012)

In the era of climate change combat transport industry is recognized as a sector with one of the largest environmental footprints. A part of transport industry is container shipping and handling division, which is currently growing with the fastest rate. This massive growth of container sector is due to containers pouring from Asia, mainly from China. Thus, container port operations are also experiencing significant increase in port emissions. This fact puts port authorities in position to find a way to reduce environmental impact of port operations and at the same time withhold increase in number containers being handled. In response …

Robust Design Of Public Storage Warehouses, Yeming Yale Gong, Rene De Koster

12th IMHRC Proceedings (Gardanne, France – 2012)

We apply robust optimization and revenue management in public storage warehouses. We optimize the expected revenue of public storage warehouses against the worst cases with a max-min revenue objective, and the decision variables are mainly the number of storage units for each storage type. With the robust design, we can observe worst-case revenue improvement.

Refurburshing And Recycling Facilities Design Methodology, Suzanne Marcotte, Benoit Montreuil

12th IMHRC Proceedings (Gardanne, France – 2012)

To design a facility, expected flows between the resources is one of the most important input. Flows are usually calculated given some statistics of previous periods or from the expected demand and the process required. However, in a refurbishing and recycling facility, flows are very fluctuating and not trivial to predict. The quantity produced by such facility not only depends on the demand but also on the supplies which are returned products under guaranty or discarded products after their end-of-use. The uncertainty and the variability on these supplies are often higher than the one on the demand which makes it …

Functional Design Of Physical Internet Facilities: A Road-Rail Hub, Eric Ballot, Benoit Montreuil, Collin Thivierge

12th IMHRC Proceedings (Gardanne, France – 2012)

As part of the 2010 IMHRC, Montreuil, Meller and Ballot enumerated the type of facilities that would be necessary to operate a Physical Internet (PI, π), which they termed, “π-nodes.” This paper is part of a three-paper series for the 2012 IMHRC where the authors provide functional designs of three PI facilities. This paper covers a PI road-rail hub. The purpose of a PI road-rail node is to enable the transfer of PI containers from their inbound to outbound destinations. Therefore, a road-rail π-hub provides a mechanism to transfer π-containers from a train to another one or a truck or …

Safe Control Of Manufacturing Vehicles Research Towards Standard Test Methods, Roger Bostelman, Will Shackleford, Geraldine Cheok, Kamel Saidi

12th IMHRC Proceedings (Gardanne, France – 2012)

The National Institute of Standards and Technology‟s Intelligent Systems Division has been researching several areas leading to safe control of manufacturing vehicles to improve automated guided vehicle (AGV) safety standards. The research areas include:  AGV safety and control based on advanced two-dimensional (2D) sensors that detect moving standard test pieces representing humans;  Ability of advanced 3D imaging sensors, when mounted to an AGV or forklift, to detect stationary or moving objects and test pieces on the ground or hanging over the work area; and  Manned forklift safety based on advanced 3D imaging sensors that detect visible and …

Humanitarian Logistics – The First Week, Selina Begum, Bill Ferrell

12th IMHRC Proceedings (Gardanne, France – 2012)

Decisions made on material flow during the first week of a natural disaster are critical for victims. Currently, decision makers appears to be making important choices based on experience and intuition with little or no support from quantitative approaches because they do not exist. This research proposes a paradigm and offers two supporting models that will assist decision makers regarding the routing of materials during the first week of a disaster. It explicitly includes information regarding the victims’ needs and the degree to which routes are available in a quantitative way that allows updating as information improves. The paradigm involves …

A High-Density, Puzzle-Based Order Picking System, Kevin R. Gue, Onur Uludag

12th IMHRC Proceedings (Gardanne, France – 2012)

We present a new semi-automated system for carton and piece picking operations in the distribution centers. The system features decentralized control based on a message-passing protocol in which cells communicate with their neighbors to determine action in each step. The result is a dynamically changing pick face that provides high sku density and reduced worker travel. We describe an example in which pickers are 20% to 50% more productive than they would be in an equivalent ow rack system.

Using Buffers And Work-Sharing For Minimizing Makespan Of Small Batches In Assembly Lines Under Learning Effects, Yossi Bukchin, Efrat Wexler

12th IMHRC Proceedings (Gardanne, France – 2012)

The effect of workers’ learning curve on production rate in manual assembly lines is significant when producing relatively small batches of different products. This research analyzes this effect and suggests applying work-sharing among the workers in such an environment to improve the time to complete the batch, namely, the makespan. Work-sharing refers to a situation where adjacent workers help each other in order to reduce idle times caused by blockage and starvation. The effect of work-sharing and existence of buffers on the makespan is examined and compared to a baseline situation, with no work-sharing and buffers. We present mixedinteger linear-programing …

Knowledge-Based Methods For Efficient Material Handling Equipment Development, Dirk Jodin, Christian Landschützer

12th IMHRC Proceedings (Gardanne, France – 2012)

This paper focuses on the Knowledge-based engineering (KBE) method and general Knowledge-based technologies for automated design of material handling products. As in vehicle and aerospace engineering this is a widespread technology, the authors try to introduce the main benefits of KBE for the material handling equipment design. The benefits of KBE, as faster and more accurate (safer) product development, customized products and knowledge of employees captured within a knowledge management system, let KBE hold many promising possibilities within, to deal with nowadays demands on engineering development, driven by cost reductions and time shortcuttings. The authors introduce the actual stage of …

Understanding And Modeling Sustainability Issues In Facility Logistics, Brett A. Peters, Astrid Garcia Ramos

12th IMHRC Proceedings (Gardanne, France – 2012)

Environmental issues have been the focus of much discussion and debate. In light of environmental concerns, many companies have focused on creating sustainable products and systems. While there is still much disagreement about what is “sustainable,” there is a lot of on-going activity cover a wide range of areas and topics. However, relatively speaking, there is much less attention and activity within a facility logistics context. In this paper, sustainability issues related to facility logistics are explored. An overview of existing related research across a range of areas is provided. Major issues of concern for facility logistics will be discussed …