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Full-Text Articles in Business
How Does Customer Service Offshoring Impact Customer Satisfaction?, Jonathan W. Whitaker, M. S. Krishnan, Claes Fornell, Forrest Morgeson
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 …
Chronic Disease Management: How It And Analytics Create Healthcare Value Through The Temporal Displacement Of Care, Steven M. Thompson, Jonathan W. Whitaker, Rajiv Kohli, Craig Jones
Chronic Disease Management: How It And Analytics Create Healthcare Value Through The Temporal Displacement Of Care, Steven M. Thompson, Jonathan W. Whitaker, Rajiv Kohli, Craig Jones
Management Faculty Publications
The treatment of chronic diseases consumes 86% of U.S. healthcare costs. While healthcare organizations have traditionally focused on treating the complications of chronic diseases, advances in information technology (IT) and analytics can help clinicians and patients manage and slow the progression of chronic diseases to result in higher quality of life for patients and lower healthcare costs.
We build on prior research to introduce the notion of temporal displacement of care (TDC), in which IT and analytics create healthcare value by displacing the time at which providers and patients make interventions to improve healthcare outcomes and reduce costs. We propose …