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Full-Text Articles in Business
Using An Ethnostatistical Analysis To Interpret Data: The Nike Case, Nancy E. Landrum, David M. Boje
Using An Ethnostatistical Analysis To Interpret Data: The Nike Case, Nancy E. Landrum, David M. Boje
Organization Management Journal
This study reviews a 1997 study released by Nike to resolve wage controversies in subcontracted Asian factories. An ethnostatistical analysis is provided to show how the application of the three levels of ethnostatistics can help us understand differing interpretations of the same data. The current analysis is evidence of the way in which context, assumptions and methodology, and rhetoric and language can influence the outcome of quantitative studies. The current study is an important methodological note because academic researchers are being called to answer important questions regarding the global operations of transnational corporations. This raises the question of our role …
A Quantitative Model For Crm Performance Evaluations, Sanjeev K. Bordoloi, Prabhu Aggarwal, Tom Tobin
A Quantitative Model For Crm Performance Evaluations, Sanjeev K. Bordoloi, Prabhu Aggarwal, Tom Tobin
Journal of International Technology and Information Management
This paper identifies important performance measurements for the operation of CRM units in the call center industry, and then uses Data Envelopment Analysis (DEA) to compare the performances of a selected set of call centers. The results provide several managerial insights that will assist CRM managers in effective decision making, especially in the areas of increasing efficiencies and improving customer service. Overall, this paper contributes towards managing resources and processes that would aid in the acquisition and support of information technology within a firm.